Home Depot

To Whom It May Concern:
I am writing in regards to an air conditioning unit that we had installed on 6/18/2017. We purchased the A/C through Home Depot and had a sales person who worked with ARS come and explain the entire installation process and equipment that we would be receiving. During the initial proposal, the sales rep explained that the installation would be done with professionalism and perfection because that is the Home Depot promise, which was not what we received.
On 6/18/2017 the installers who work for ARS arrived to install a new A/C unit inside and outside while also replacing many of the other added amenities that are attached. The first day the installers were there for over 12 hours, working past 11:30pm on a Sunday. While we appreciated the fact that they were working on a Sunday, they were not the professionals that we were proposed by the sales rep. The installers smoked in our driveway, they left a mess in the area they were working and cleaned it up to the bare minimum, there were screws left in the driveway, and it was so sloppy there was even a saw blade left in the yard. I must add to that sentence that we have 3 children who could have easily been injured on any of the things left behind, or we could have gotten a flat tire with the many screws left in the driveway, adding to the expense of this entire process. There were many holes in the wall that were left exposed, some with wires protruding from the wall, the attic entry way was damaged and there was a screw coming from the attic into the ceiling of our youngest child’s room. The process was so incredibly sloppy.
Nevertheless we were thrilled to feel some relief with the new air conditioner and went to sleep once they left that night. The next day we woke to warm air blowing through the vents. As the day went on the temperature in the house continued to rise until it reached 88 degrees. We were baffled by the heat blowing considering every part of the A/C was brand new, but we let it go for 3 days hoping that the kinks would work themselves out and it would get cold again. By the 3rd day (a Wednesday) I was calling the installers to figure out what could be wrong. I left message after message and did not get any response until the following Monday. 5 more days without A/C after spending $9, 000 to get a brand new A/C. It was devastating! Monday when I finally got someone to talk to me they sent someone out to come look at it the next day. During this time the installers found that the ducts were not attached to the air handler in the attic. So for 8 days we had attic air blowing through our house and the attic was 75 degrees. How in the world could a brand new A/C not even be attached! Also the attic is full of insulation which was probably blowing into our house for that entire week. They also discovered on this visit that the outside unit was low on freon and the thermostat was not working correctly. I am not sure how all of this could have been missed during the initial install but somehow it was. The installers left again and we got cool air for the evening.
The next day it was 85 degrees in the house again. Again I placed a call to the installation company, this time my call was answered with a timely manner by Jennifer Perez (the quality manager) and another group of installers came out two days later. They relocated the thermostat back to the original location on the first floor, which the initial installers stated could not happen because of wiring issues. They had to adjust the float switch because the initial installers put it in with a downward pitch so the A/C will actually kick on instead of thinking its already overflowing.
I emailed the Jennifer after everything was finally corrected and requested some type of compensation. There is no reason with professional companies that we should have had to suffer this long with no A/C and terrible installers. Holes in the walls with wires hanging out, screws and saw blades lying around.
So Jennifer offered a compensation check for $550 towards payments, and the installation company would come out and replace the entire air handler. I was not given a reason as to why this should be replaced but clearly it still has issues. On July 11, 2017 I patiently waited around for the installers to arrive for their scheduled appointment between 9 and 11am. At 1230 no one arrived yet so I called the company and Jennifer stated again there was a lack of communication and they could not make it out. I had to reschedule for another day of waiting around for installers to come fix their mistakes. My next appointment is July 18, 2017.
Update: Today is July 16, 2017; the air handler is scheduled to be replaced on July 18, 2017. Overnight last night the Air handler in the attic began leaking. We went into the attic to see if we could tell where the leak was because it was collapsing in the ceiling. It appears that the installer did not connect the pip to the over flow pan and the over flow switch must not have been working because the water continued to overflow into the attic. We placed a bucket under the leak and turned off the A/C. Tomorrow I will call and let the company know that there is another issue with the installation.
This process is a month later and is still not completely fixed. We are so disappointed with the experience. We have done many upgrades to our house since we bought it in 2015 and the only place we ever shopped was Home Depot. Since then we are just so upset we just want nothing to do with Home Depot or the installation company. We have even debated many times about just having them come take all of the parts out and we would find a new A/C company. But I don't know if I could handle more people in and out of our home, so we continue to hope this can be fixed.
I am writing to Home Depot because we bought the A/C through Home Depot and I feel as though someone should be aware of what type of service has been provided. We have been patient and understanding but it has been an exhausting experience. I also have pictures of the many issues that have been discussed in this letter and I would be happy to send them if interested.

Thank you for your time,
Tanya Laurain
[protected]

On 7/16/2017 I went to home depot on the corner of East-West Conn and Floyd Rd in Mableton Ga and I forgot my wallet. I ask if they could look my account up and the girl said do you have your ID and I said I forgot my wallet. She said no and I can respect her for that. I went to my truck and I had 2 Georgia State pictured ID so I went back in side and asked her if these would do and she didn't even look at them and said no and turned and walked away. I then went home and got my wallet and drove past Home Depot and on to Lowes and bought my parts. I have been a Home Depot customer a long time and I would like to continue but if that is the kind of your employees I have to deal with I may have to cancel my card. Thank you for listening. Doug Shaver

I been calling to check my order status but every time I call Iam waiting half hour call three times every time is the same waiting and no answer plus my order is been delay I had my order is H8979-42464 5 days delay can't contact the manufactor because homdepot don't help my problem so frustrate it this this my wife help calling from other line the same issue waiting 40 min and then we have no choice to hang up really a bad service for all this year

First of all I had cancer and my voice box was removed making talking on the phone difficult so my wife Millie has been talking for me to HD associates in Tilton NH store. I had ordered 3 palets of pavestone for about $1, 450.00 and
requested delivery to my back yard as I am 82 years old but still going. One of the store managers had to put in the order and said no problem on delivery.
We were contacted by a trucking company and told delivery to our curbside was their policy. We called HD Tilton to see if could be delivered to them and then deliver to us. As I was told the manager Parker came out said they could not deliver to back yard and cancelled the order. Never talked to us as we need this order. The whole patio has been dug cement walls made and ready for pavers. At this time we have been told trucker in Concord NH has pavers and needs someone in HD to tell them to deliver them to us. If the store manager Parker had talked to us before just canceling the order if all else failed we would take curbside delivery. Also Parker hung up on my wife and in my opinion the customer is the basis for the success of HD and should not be treated that way. Please help as I need the pavers. Thank you George McQuillan, 24 Timberline Drive Tilton NH 02376, [protected]

store manager Kendall Mann, store 1777 not providing help with some installation issues I am facing with sink and countertops. My emails never get a response, very hard to get her on the phone, and she said she'd call Monday and it's now Wednesday and have not heard from her with any solution or even an update on the situation.
My installing issues remain unresolved because this store is doing a very poor job of communicating and attempting to solve the problem.

It was delivered the 7th of July, 2017, when my son got home from work the next day, and opened it, was badly damaged on top sides, he took it back to store, got the run around, but finally credited money back to my account, all but $15 dollars and some cents, The product was $ 379, and they only returned $401.oo they said that is all it brought up, I have papers at home, but live 50 miles away, the Order # is c618047032, My computer only printed half the page, thus I can't make out full amount, but I know it was 416.00 plus some cents, he is stressed, has been without refrigerator for over a week, is going back to home depot today and order it there, he doesn't trust the online service. We are extremely unhappy with all that transpired! We would like the 15 dollars and some cents refunded!

I purchased a replacement Everbilt Pump April 29, 2017, after the first one I purchased failed, and the Everbilt Service Representative put me through holy hell, to get a replacement refund. The pump doesn't run for more than 4 hours before it stops and if I let it set for several hours it starts up and run again for about 4 hours and stops. The Representative had me pull the pump out of my pond take the bottom plate off and set it in sink filled water to see if it would run. Well yes it ran which I told him it would. He then took the model number, serial number etc. gave me an authorization return number and told me to take it back my local Home Depot for a credit return. I called today @ approximately 10:15AM, and the same Representative started over with the same drill. I don't feel it is my responsibility to troubleshoot Home Depot - Everbilt products that fail. This entire process is costing me money and time, which doesn't appear to be a concern of anyone at Home Depot. The last Pump was returned using authorization Number PIQ8682.
I am about to go and pull the pump from my Pond and call the Everbilt Representative and let him put me through this drill of testing again, just so I can get a return authorization number. If my Pond wasn't set up for this pump and Lowes wasn't so far away I would never go near a Home Depot store again, based on the way I have been treated about this pump.

On June 20th I request measurement and quote for tile floor installation.
Received measurement and quote on June 23rd. I've been unable to have anyone at my Home Depot store #481 Oro Valley Az tell me when my installation is scheduled. 18 days is Poor customer service, however I have received my first payment request form Home Depot! It should not take 18 days to wait for an answer to when my tile installation will be scheduled. Hopefully this no indication of how the installation it's self we go?

Electrolux Dryer:

Purchased on 6/6 at Fairfield Store. Scheduled deliveries on:
6/9. Truck broke down
6/13. Wrong machine, door opens wrong way delivery people would not install- left while I was talking to Home Depot. Sales said it would be rescheduled for first thing Thursday (27th)
6/27 waited all day and door opens wrong way was told a special delivery man would be here to install…nope, they wouldn’t install
6/29. I was told by the manager to accept it and he would send someone from the store to install it. However, it Arrived with the Hinges Broken on Door
7/8 Another sales rep called and said she spoke to the factory and ordered the CORRECT item and it would be delivered on Saturday 7/8 ( between 2-6). It arrived at 8pm with a crushed right side, see photo attached.Also the door was still in the wrong position.

I thought I was dealing with a first call operation at Home Depot 

I ordered a DW on June 22, was delivered on the 24th all dented. We did not accept and were told that we would get a call by Tuesday or rescheduling. End of that day I still had not gotten a call, so called [protected], the number on the form we were given. The person I spoke with implied it was up to us to call to reschedule and now the soonest date would be 7/6. I then received a call that there was some mix up and delivery would now be 7/3. I even got a conformation call that weekend. Monday came and went with no call... Tuesday was a holiday so Wednesday I called and delivery was now set back for 7/6 between 2-6. By 4pm on 7/6 I still had not heard anything so I called both the delivery # and my local HD (which was horrible service!, was transferred 3 times and once back to the same person) all who said delivery was for that day but could not tell me anything more. Well, once again no call. Just got off the phone and there had been some mix up with the initial reschedule so the soonest they can get is 7/17... NEVER BUYING APPLIANCE HERE AGAIN!

I purchased this swing in 2015 at the Redlands CA location. It was on sale at a very good price. I didn't actually assemble the swing until this year. When I did, I discovered the canopy that was in the box is too small, it probably is for the 2 person futon swing. I visited the store. This item is still available on line. They referred me to call the [protected] number. I called and spoke with a very nice rep. She explained that I'd have to purchase the correct canopy for $65. My complaint is that I think Home Depot should provide me with the correct canopy that I paid for, it was not my error that the wrong size canopy was packed in the box. I have photographs to demonstrate the canopy is too small for the swing.

I went Home Depot and spent $317.50 on July 4 and brought Two toilets and a screen door and I had someone to come in on 07/05/17 to stall the toilets and when he open on of the boxes one toilet was burst all the pieces and I took it back on the the 5 same day I walk in to get some help they called for help no one came so my son took it off the truck and I wanted to exchange so I went and got another one which was the wrong one instead of calling someone to help me I had to go back and try to fine the same one and I did it was in the top shelf which I had to hunt someone to get it down for me I got so frustrated and upset because I had to pay extra fir the man that installed the toilet for me I was in there over and hour trying to exchange one item I lost money and plus mileage that I had to come so far so I think that you should have more help to wait on customer i had to pay out if my pocket $25.00 extra for him waiting on me I wish I would went to Lowes which is closer to my house but I chose you company to do my business had a bad experience

I took off from work as I was scheduled to have my stove and refrigerator delivered today and stated they could deliver it to me on Friday or Saturday. I explained that I had already agreed to donated my old stove and refrigerator to the Salvation Army and that they are picking up the items this morning. I also explained that I chose this date to coincide with the Salvation Army pick up and have no more time to off of work and must have the items delivered today as I have a child with serious medical condition whose medication must remain refrigerated. She stated that the drivers went out at 6:00am in the morning and are on the road for today and are already booked for tomorrow. She stated that I could get it by Friday as the refrigerator is on the tractor trailer which has to be unloaded. I asked to speak with a manager.

The manager was totally insensitive to my concerns and was quite abrupt. He stated the following: I don't mean to be abrupt but you can take the medication to a neighbors house problem solve" as I would not be getting the refrigerator today. He stated that he would try to get it to me by tomorrow.

I

Hi, on or about two and a half weeks ago my 13 year old daughter, who has autism, went with me to Home Depot to purchase some wood stain and sand paper for us to restore her dresser. On our way in the store my son mentioned needing to use the facilities and my daughter said she needed to use them too. Being that my son is 15 and further more mature than boys his age, I decided it was ok for them to accompany eachother there since they did this many times before without any issues, and my dauthers twin would be helping. After about 15 minutes i began to feel concerned since they werent back. I walked towards the restrooms and ran into my children who tell me they were kicked out by the worker in charge helping at self checkout. I asked them why and the twins began telling me that my son was going to need a few extra minutes in the bathroom and the girls decided to look for me since they felt uncomfortable waiting alone. My daughter had a quarter she'd been playing with in her hands and dropped it, it then rolled under one of the self checkout registers where my daughter discovered more change dropped or lost by other individuals. My autistic daughter began brushing the debris out from under with her hand and when she did another coin rolled under a different checkstand. Shebegan to do the same thing to that one. I asked them whether they wer blocking anyones way or were they interfering with anyone using the machines and they replied to me that nobody other than the employee and a customer using a seperate machine were present. The employee then began giving them ugly looks and when my daughters picked up thechange, they askedif they could get a broom and dustpan. The employee then replied in an angry voice "no i dont have a broom you can use but youd better clean up your mess and give me all the change you just stole and get out before i call the cops and you go to jail where you belong". They then gathered as much if the dust and garbage with thier hands and tossed it in the trash after handing over all the change which was put in the employees jean pocket. They walked out the store and although scared to do so, they decided to use a seperate entrance to find me since its a high traffic area and they feared being kidnapped. I felt angry and asked to speak to a manager and about 20 minutes later a young Hispanic male named Miguel or Mike, i believe, came to me asking how he could help. I then had my daughters explain everything and they were even able to point out which worker it was. The man had a seperate female escort us to the front assuring us he would take care of the situation and to give us a 10% discount. Realizing id grabbed the wrong card from my car i told her i needed to grab a different card and she told me it was a one-time discount and once i left it would no longer be valid. The man walked off in an unknown direction. A seperate employee asked if "these were the ones digging in the trash" and even questioned the legitimacy of the 10% discount. I saw my son walking up and their treatment towards us infuriated and disgusted me so i left my items there and gathered my children and left the store.

To Whom It May Concern,
I visited your Torrey Chase Location #6828 to pick up two faucets for a home remodel, yesterday, 2-Jul-17. While shopping I noticed a faucet (Model #84551SRN) on display that had a low cost ($11.87). I picked up the faucets, proceeded to pay for them and I was informed that this was not the cost of the faucets. The person over the plumbing department met me at faucet location so I can show him where the price tag was. He removed it and brought it back to the cashier. They both called the manager to explain the situation. Twenty minutes later the Mr. Waldo Vasquez showed up to inform me that he could not honor the price on the tag. I explain to him that I shop at Home Depot all the time and never had any issues. He said that maybe kids were playing around and switched the tags around. I said the tag gas placed high enough that you needed a ladder to reach it and his employee agreed. Mr. Vasquez said the only thing he could do was give me 20% off, and that’s it, I can either take it or leave it. He was rude and condescending. In my opinion this is very poor customer service and should have been honor the price called out on the price tag.
I would like to purchase the two faucets at the price indicated on your display and would like your corporate office to offer costumer service training to Mr. Vasquez, to ensure no one else gets treated this way and for loyal customers like myself to continue doing business with your company.
Please find attached photo and advise.

Thank you,
Nadia A. Benitez, Associate AIA

We have went to the store to buy the hard wood floor for our house on 30th June 2017 evening around 4:00 o'clock. We have selected one type of hard wood and ordered 40 boxes and paid in full and toll the floor assistant to give same dialog number boxes and he agree for it. Then we said we will come back later (same day) to pick up.
After that we went to pick up with the truck at 8:00pm (30th June 2017) and we see those 40 boxes are not same dialog number it was totally different.
Then we called the store manager and asked about it, he didn't try to solve the problem and he immediately say if don't want we will refund it.
But we rush to get this same day because next day Canada day holiday and planed every thing to do on long week end. Then we said to refund quickly then only we can go other Home depot location to get the correct one.
But he purposely delayed the refunding process and refunded at 9:16PM only. He has delayed us more than one hour.

Corrosion was found on a water line to my Rheem hot water heater I purchased on11/16/2015. Although it is about 6 months passed the one year guarantee, I feel that Home Depot should repair the faulty water line. Delta as refused to help saying that it passed inspection so it was OK at the time. Well, corrosion takes a while to occur, so that response is not sensible. I have been working with Josh at store 680 and he has sent this matter to his area rep who offers to send a handy man out at the rate of $100. That is not acceptable. I purchase big items from Home Depot because I thought they would stand behind their products. I called Rheem, and I agree with them that it is not a faulty heater. Home Depot should repair this problem so that it doesn't get worse and shorten the life of the heater. The asst managers I spoke to have been polite and have worked on the issue in a timely manner, but they are having no luck with Delta in this matter. I feel that it is an installation problem and should be backed up by Home Depot. My CIS ID is 327680. I am customer #277231 . Josh at store 680 has a copy of my documents. Thank you.

LINDA BIENHOFF
6197 CAMINITO DEL OESTE
SAN DIEGO CA 92111
[protected]

On june 23 we purchased the unit from the poughkeepsie new york store, on saturday june 24 we put the unit together . We then put a new propane tank on it and it fired up nicely. Flame was perfect and we walked away to get hot dogs to grill all of a sudden we heard a pop and the hose on the grill supplied by the manufacturer blew and ignited spewing a large flame and destroyed the new unit !
we contacted the manufacturer and they said the tank caused the issue! they offered a discount only not replacement
the valve on the tank as well as the regulator was not damaged only the hose that blew off. We used a hose to keep the tank cool while the flame at the end of the hose was out of control
it almost burned my house down

In May, I purchased a washer and pedestal. Installation was included. During delivery, my wife was incorrectly told by delivery personnel that the washer was a combo washer and dryer so she refused delivery. I then had to reorder the washer and pedestal. Washer was delivered first and set up by the delivery personnel who assured us that when the pedestal arrives later the washer would be installed on the pedestal. When the pedestal came the delivery personnel refused to to install it. They told us that once the washer was in use they couldn't lay it on its side to install the pedestal and if they did it would void the warranty. I went to Home Depot myself and was told I'd be contacted about getting it installed. One no ever called me. During this purchase customer service has been terrible.

If the washer and pedestal can't be installed by Home Depot then we want to return both. I'd like a definitive answer as to whether or not the washer can be put onto the pedestal without voiding the warranty.

Order - W717434290 and Order - [protected]

I purchased a 5 year warranty for my LG refrigerator in June 2013, an LG 25776.

On May 2, 2017 my refrigerator quit working, neither the refrigerator or the freezer were cold. I called Home Depot, Ausurion, about the protection plan that I purchased and they sent out 'On Site' service, a week later.

A 'On-site' technician adjusted a stuck fan, but our fridge was still not
cooling. 'On Site' service then claimed the main board was not working, and sent another tech 2 weeks later to replace the main board, to no avail. A week later, another 'On-site' tech is called out and he diagnosed the compressor as the issue. He stated that he doesn't fix compressors.

Ausurion said that 'On-site' service, one of Asurions subsidiaries, was not authorized to repair the compressors. Refrigerator was deemed irreparable!

LG service was contacted by Asurion, they sent a tech out a week later. The LG tech replaced the main board once again.He alluded to possible improper previous work, and still our refrigerator and freezer were not cooling. Then the LG tech returns, one week later, examines the compressor and says our appliance is not repairable.

June 27, almost 2 months later, LG wants to replace the compressor, but not until next week (July 3rd).

My complaint is about the lengthy delay, and the multitude of technicians. Why wasn't this diagnosed correctly the first time On-Site arrived for service?

Asurion said the On-Site company wasn't qualified to change a compressor, then why did they send us an unqualified technician to fix our refrigerator?

Why didn't LG come out first?

Just a note, each time the tech finished their work, I received and e-mail and text about out completed work that said "Thank you for choosing Ausurion". All the techs, repair appointments, and all the parts replaced, with absolutely no results.

Why doesn't Home Depot just buy out the refrigerator and let us buy a new one?

We have spent so much extra money on eating out, which is much more than the cost of these unresolved repairs.