Arizona residents say home improvement store, cemetery dragging their feet in resolutions

PHOENIX (AZFamily)—Jack Martin is beyond frustrated. In March, Jack went to Lowe’s and paid $20,000 to install new Pella Windows.

The good news is that the windows finally arrived and were recently put in. But Jack wants you to see what he got for his money. “Oh, man!! Grrr!!” On Your Side’s Gary Harper said, trying to open and close one of the windows. “You can’t open that.”

Not only do his new windows open and close incorrectly, but the hardware doesn’t match. The locking mechanism on the left differs from the one on the right, and the windows don’t even lock when they do match. As a result, Jack says his house is a security risk for his family.

Some of the windows are warped. And then, there’s an eyesore on a few windows that Jack jokingly refers to as a fuzzy eyebrow. It’s some kind of fabric that’s not supposed to be there but just hangs in plain view.

On Your Side got involved and contacted both Lowe’s and Pella Windows. In an email, a Lowe’s spokesperson told On Your Side, “I will get this information sent over to our customer relations team to help resolve this matter and follow up with you once I have an update. Please let me know if you have any questions or concerns.”

Questions remain: Why haven’t Jack’s windows been replaced after two weeks? Granted, Lowe’s has been in contact with Jack, but no firm installation date has been made.

As for Pella Windows, a spokesperson wrote, “Thank you for reaching out and bringing this issue to our attention. We have reached out to Pella and their team to look into this issue and to learn more. As soon as we hear back with information, we’ll connect with you.

On Your Side hasn’t heard back from Pella either, but they have contacted Jack and said they are working on a resolution.

In another report, On Your Side shared about Rocio Francis, who bought and paid for a picture of her father to be placed on his headstone. The original photo broke off, so Rocio paid Resthaven Cemetery to install another one.

But, after two years, a new picture was never installed, and after complaining several times, Rocio finally discovered this cheap, makeshift photo that she believed was supposed to appease her. “Not this. This is not OK. Look, that is not correct. Look at the size difference, that is. That is not the right size. They glued this half-assed. That is not OK.”

Arizona’s Family aired Rocio’s story in August, and Resthaven assured us the proper photo would be in place within two weeks. Six weeks later, it’s still not in place. “This is after two years. They still couldn’t get it right.”

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