THD At-Home Services review: Something I'd rather forget! 1

A copy of email to:

Robert L. Nardelli
CEO, Home Depot

I am in receipt of a letter of closure from Ms Greene, of your staff, regarding my letter of dispute with THD At-Home Services, Inc in contracting for roofing services, window replacement and the installation of soffit & fascia along with having several doors wrapped. With her letter Ms Greene also included a copy of a certified letter sent to me by Ms Espinoza, of THD At-Home Services, Inc that addresses this same matter. It was a letter that I had not received and was therefore reading it for the first time.

In reviewing these two documents it would appear from the perspective of these two individuals I have no reason to complain. Ms Greene offers that Home Depot did everything in good faith to satisfy my concerns and therefore I shouldn’t be raising an issue with your organization’s performance. In her letter Ms Espinoza chastises me for not being available when her staff attempted to contact me in late September.

I offer these comments for your consideration:

1. The window sash and shutters arrived on my property in a state of unacceptance. The sash came off the work crew’s truck already broken but yet was installed anyway. The incorrect shutters were delivered also but yet were installed by your work crews anyway. Hence the problem existed from the first day of work on my contract.
2. The second bulleted item in Ms Espinoza’s letter clearly outlines a two month period without any activity regarding my contract. I find it truly amazing that she, especially being in a leadership position, would find that to be acceptable. If you review the dates you will notice that they coincide with time frame of my original letter of complaint your office. It is action such as this that doesn’t strike me as “good faith” efforts.
3. The installation of the replacement sash and proper shutters was performed by Mr Wright. Why it was not done by one of your regular installation crews, I don’t know. Nor was it even explained to me why. What I will say is with the service being performed by Mr Wright, it involved numerous phone calls between the two of us to find a date that was agreeable for him to stop by and do the installation. Maybe that’s another example of good faith efforts also. I couldn’t help but feel that I was being made to comply with Mr Wright’s schedule to get my problem corrected.
4. In reviewing this matter, I’ve come to the conclusion that Ms Greene added no value to the process. She appears to be nothing but a “pass through” individual with no interests other that of absolving Home Depot of any liability. That may be her function and role but she should consider taking a correspondence course or maybe a course in letter writing that emphasizes syntax and spelling. The documents she sent to me were a very poor representation of what one would expect from someone in her position.
5. Ms Epinoza needs to take more care in following up on matters before deciding to put letters out to customers. I find it hard to believe that she encourages and supports the actions and behavior of her staff regarding my complaint. I admire employee loyalty but not at the expense of making statements that are not true. When we spoke on the phone, she made no attempt to allay any of my concerns or offer an explanation beyond what was in her letter.
6. Lastly, Ms Watters is the poorest example I have ever seen of how to treat a customer. Her approach to the business acumen of customer service is virtually non-existent. She doesn’t follow through, pay attention to detail, and certainly doesn’t know what it means to see a project through to completion.

Mr. Nardelli in writing to you I had reached my limit of patience and was simply trying to make you aware the situation. All I was hoping for was speedy resolution to the problem and a simple apology. I got neither. Instead, I get bunch of “hand wringing” and actuations of perhaps I should have behaved differently. I’m sorry it came down to this. What started out as a very pleasant experience with Mr. Hancock and Mr. Jarret has turned in to something I’d rather forget. You have lost me as a customer and an advocate.

Sincerely,
Quentin J Smith Jr