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Home Depot Of Canada / poor response to service call

1 Ottawa, Ontario, Canada Review updated:

In the late spring of 2012 we required a replacement of the roof on our home here in Ottawa. We selected The Home Depot of Canada not for its price but for what we thought was potential future service. Home Depot uses a general contractor by the name of Peak Installations. They in turn sub contract to local companies.

On Oct 16th I called Home Depot (Peak Installations) to have the flashing repaired (screwed down) as they had started to pop up. It was a minor repair that I could have done myself but I wanted them to do it for warranty issues. It would be a 15 minute job at the most.

So as not to bore you with details, after I was told I would receive call backs and not receive them, being apologised to for more than a few times, would not be called with the “follow-up” (assuming the work was completed)...you get the picture.

On Nov 18th and after multiple phone calls that “I” had to make to “them", the roof finally had its 15 minute repair.
Over a month!

Advise:
Was there a benefited to have either Home Depot of Canada or Peak Installations involved including installation or Service? Absolutely not. They provided NO value to the whole process.
Was there any cost saving by going through Home Depot? Zero, none. They were not the cheapest.
Would I use Home Depot again? Not in this life time for any kind of work. They added meaningless delay and no means of complaint, as I tried. They simple passed me on to Peak who eventually “after 24 days” passed me on the sub contractor, who 9 days after that fixed the 15 minute problem.

Watch for a neighbour getting their roof done. Observe who and how the roof work is being done. Watch for their cleanliness, the tools they use, efficiencies and completion time. Speak to the home owner afterwards about the service and the process. Avoid the nonsense advertised by Home Depot their supposed Big Service name and helper in all this, because it’s all useless BS.

Ca
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Comments

  • Li
      26th of Oct, 2016
    0 Votes

    I have same problem with Home Depot. Here is the story.
    Our roof was replaced by The Home Depot, Ottawa, Ontario, Canada in Dec. 2012. In fact, it was contracted out to a third party through its partner – Peak Installations Inc. Here is a link from the previous manager on how the installation business was operated by Home Depot (https://ca.linkedin.com/in/paolo-hribar-ab090851)

    Since the installer left, our nightmare began. Fifteen minutes later, we noticed there is air leaking from the Sky window. The noisy hears like hurricane whistle, very loud and noisy. However, the installers never came back due to the work is one time business for them. A few days later, the former peak installation manager Paolo sent a person coming over, who said he did not do this type of work; Several weeks later, Paolo sent a drywall worker, he said the could not do this type of work either. One month later, it was caulked from inside. However, we can still hear the wind blowing noisy during the heavy wind.

    Another problem is that the damaged roof plywood was not replaced as we required in the contract because the installer did not care and they could receive same payment from HD without doing extra work.

    Next, the water leaking problems happened one month later in Jan 2013. The leaking places include three area: a. ceiling area in the main bedroom on the back side of the house closing to the chimney; b. ceiling area in the 2nd room in the front side closing to the roof valley; c: front side wall area closing to the eave and window. Later, what we was told the leaking problems were caused by ICE-DAM, were not be related to roof installation.

    However, during the summer time from 2013 to now, we found that the leaking problem in front side wall area under the eave closing to the window still exists. The answer what we got from The Home Depot was that the eaves trough was blocked, which caused WATER BACK flowing from the roof edge to the front side wall.

    The eaves trough was replaced in Jul, 2014. We found that the leaking problem in front side wall area is not gone. This time what we got from The Home Depot it was due to the attic; there was no problem with the roof installation.

    There is no ice-dam in the summer anymore. However, the wet front wall problem directly under the eave still happens after heavy long raining now. The Home Depot still insists there is no problem with the installation, it is due to the soffit blocking of attic. When we showed the wet picture to the current supervisor Ralph Cassin, he said he cannot see the difference between wet area and dry area.

    The main problems what we experienced with HD are:
    Every time we got different inspector or installer involved, because it does not have itself crew. So that we got different answer from different inspector or installer each time. During winter time, the inspector could tell us that it was frozen and snow covered now and he could not go to top, please call him later. In the spring or summer time, when we tried to call the same guy, you cannot reach at the same guy anymore because he left(eg. Ben XXX, Paolo XXX) or he was a thirty contractor for the one time work. During the raining time, they did not come immediately due to no staff. When they found a contractor to come over two or more days later, it is dried out. Maybe that's why the supervisor said he could not see the difference and he never saw the winter leaking problem before because he is a new replacement. He want to us wait another year until he himself see the winter leaking problems although we have a lot of pictures.

    Do you want to know how he inspects the leaking problem?
    The supervisor Ralph just pulled his head out of the open window. He never went to the roof top to have a look. Ralph, could you please explain how the wet wall is related to the Soffit Intake during the summer time??!!

    How frustrated we fell with doing business with the Home Depot! Why could not you come over during the raining time to have closely and carefully inspection?

    Lots of picture or video will follow up!

  • Mi
      12th of Nov, 2018
    0 Votes

    We are also having extreme difficulties with Home Depot regarding roof replacement. Would appreciate any recommendation regarding how to directly communicate with Home Depot managers instead of their so-called customer service department. Also, how do we post our problems and concerns in the most effective manner for the public to know about their unethical business behavior? Thank you. Mike and June Welsh, Stratford, Ontario.

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