Purchased the Extended Protection Plan when I bought my portable(roll-around) A/C unit. Well, when it failed just 2 seasons later, I was happy to find my paperwork and receipt. A rep at EPP told me this would be a buy-out since Lowes no longer sells this unit. Great!....I thought, because getting this approved and closed out has been a nightmare!!

The first rep. told me I would receive a follow-up call between 3-5 days, which I did not. When I called back, the said they were going to escillate this to a supervisor. Three days later, I get a voicemail from a supervisor asking me to returm her call. After waiting almost 20 minutes to get through to the first rep, they told I would have to wait almost 40 minutes to talk to a supervisor. Ridiculous!! I will no longer buy large items from Lowes.

I purchase a Troy Bilt tiller on 06/02/2010 I got the EPP with it I know Troy Bilt does not build the greatest item but I got it at a good price so I was going to take a chance on it with the EPP I could go wrong with it so I thought. I was told the EPP would cover any thing that went wrong with it. So on 2/22/2014 I went to Lowe's to have it sent off for repairs. This is what was wrong with it transmission seals and wheel seals were leaking also an oil leak. Pull cord spring very weak hard to start. I use a gas treatment so it won't gum up the carburetor. The sale person told me that bad gas was cover all seals would be cover and even if I would hit a rock and break a gear it would be cover. When I sent it off I was told there wight be a charge of $86.00 I told them I had the EPP which I was told at the time of purchase there would be no charge be cause the EPP pays for all repairs. So I told them they could pay the $86.00 if there was a charge. I was not pay it. So they said that would be all right the store would pay the $86.00. Will a couple of week went by and I have not hear anything on my tiller so I went up to the store to see what was going on with it. Some how it got lost between Lowe's and the repair shop. I was getting a little upset at this time. The store said they would look it to see what has happen. So they call the EPP customer service to see what was going on with it. Some how it was place on hold because the paperwork was not right the EPP customer service told the stor top fax a copy of the repair order to them they would get it and set up the repair. I said call me when it comes in so I can pick it up. A couple were weeks go by still did not hear anything about it so I went up to the store to see were the tiller was on being repaired. Wow blow my mind they have lost it again but this time the repair shop sent it back to the store NOT REPAIRED because the problems were not cover by the manufacturer warranty. What we are talking about an EPP throught Lowe's will I was told the EPP just extense of the manufacturer warranty. But when you go to Lowe's web site and look up Protection Plans this is what it states on the web site:

Q:How does an Extended Protection Plan differ from a manufacturer's warranty?
A manufacturer typically only covers defects in materials and workmanship. An EPP does this plus protects against power surges, environmental factors, such as heat, dust and humidity, and failures caused by normal wear and tear.

Type Manufacturer (typically up to 12 months) Lowe's Extended Protection Plan
Functional Parts 1st Year Only covered
Labor 1st Year Only covered
Surge Protection covered
Normal Wear and Tear covered
No Lemon covered

This is right off of the web site I think Lowe's needs to train there employees more so everyone knows whats going on.
Now my tiller has been sent back off to the repair place on 3/19/2014 the store told me they would pay to have it fix. Today 04/01/2014 I get a call from Lowe's EPP service to contact the store to see how much my tiller was going to cast me to repair it. I have had it with Lowe's I will drive the 25 miles to shop at a different company than Lowe's. I'm going up to Lowe's in the morning to find out whats going no with my tiller they have had it since 2/22/2014 over a month it should have been fix when the repair shop sent it back.