In July 2015, I signed a contract with Home Depot for a bathroom remodel. The job was to convert a Jack and Jill bathroom and adjoining closet into 2 full bathrooms at a cost of $41,000, with 2 years free financing. Home Depot contracted the work to Absolute Construction. I know I could have gotten the job done cheaper but I thought by going with Home Depot, I would get good service and a great bathroom remodel.
In November 2015, Absolute Construction began the work. The work that was suppose to take approximately 2 weeks but has still not been completed. I have not had the full use of 2 completed bathrooms or even one totally completed bathroom since the work started almost a year ago. Absolute Construction did shoddy, unprofessional work and had to continue to return to do or redo several things, such as caulking, painting, electrical work, cabinet replacement, cabinet door replacement, fixtures, tile replacement, grout replacement and much more.
Each time the workers came to fix a previous problem, they messed up something else, such as wall damage, spilled paint on the floor and front sidewalk, scratches on the cabinets or fixtures. This has continued for almost a year. Every time the workers come to fix something, they mess up something else and/or do not address the original problem.
I suspected that the Absolute installers were bringing in workers who were not Absolute employees because of the shoddy, unprofessional work and because they brought in the workers after I left. I inquired about this to Absolute several times but they never responded. Eventually I set up a video to prove my suspicion.
After showing the video to Home Depot/Absolute Construction management earlier this month, they admitted that one of the workers was not an Absolute Construction employee. Several other people, who I do not have on video were not identified when I inquired who they were. One day I came home unexpectedly and an unidentified man was in my home working. The installer, who I let into my house in the morning and then I left for a few hours, was not in my home with the stranger and did not return that day.
Around July 2016, I contacted Home Depot with my concerns hoping they would intervene on my behalf. I have been working with Home Depot since then but they have not been very helpful. As of 1/4/17, the work still has not been completed. I'm still trying to get Home Depot to: Complete the work correctly, to my satisfaction, addressing all of the issues within the next few weeks. Reset the financing so that the 2 year free financing starts when the jobs is complete as opposed July 2015 (I have been paying since July 2015). Reduce the payment to reflect the time, aggravation, breach of advertised product and services (estimate given for work was 2 weeks; promised licensed insured installers who have gone through background checks, 2 years free financing).
In addition I want other consumers to be aware of the unscrupulous business practice of Home Depot/Absolute Construction: Expose the practice of turning a blind eye to installers bringing in other workers who are not employees of Absolute. Expose the shoddy work being done at high costs. I accepted the high costs believing that Home Depot would provide me with a high-level of trust, integrity, service and product.
TORONTO, MISSISSIPPI -- Overseer showed up only to collect cheques. Non English speaking workers. Wrong measurements in both washroom and kitchen. Washroom 1 year later, shower arm fell off. All caulking almost gone. Ceiling paint peeling. Kitchen floor tiles have movement. Backsplash tiles not flat. Broom closet too narrow, leaving useless wall space. Closet has no shelves and unable to put any in. Many other issues but overall a costly and badly done job.
Despite many ‘phone calls, no response. I am a 76 year old person. Recently became ill, started with Reno's. Both Reno's totaled 7 weeks, but took approx. 10 months. I live alone, have diminishing sight. They know this, yet walked away from an unfinished job. This is not a ‘pity me' letter, but Home Depot has taken my money and not even given a passable job.
SAN ANTONIO, TEXAS -- I started with HD on the design of my kitchen remodel to a newly acquired condo. The time it took to get a final price on my kitchen (started in early September) took me into the Holidays if I had gone ahead with them. Finally gave up on them with the cabinets, but kept the quartz countertop and appliances. SHOULD have NOT ordered anything from them. It was a nightmare in every way.
First warning: You have to pay 100% upfront! NO professional kitchen design company does this. I am an architect and KNOW from experience. I thought because it was an inexpensive condo cheaper would be a good idea. They were exactly the same price for their cheap cabinets as a high quality cabinet from a high end design company, where I didn't have to wait to be seen while the designer sold a ceiling fan!
The countertops were WRONG. Correct material but was suppose to be 1.5" square polished edge. NO, they were 3/4" with no decking (this lacks support over appliances). I had no recourse. I was told I didn't pay for 1.5" and if I wanted them to remake them they wouldn't install them and it would take another month (or more) before the correction would be installed. I ended up accepting the 3/4".
Problems abound. I had to pay my cabinet installer $500 more to raise the cabinets on the wall with the range. The seams were horrible. The pattern didn't match and they installed a seam directly over the wine cooler with NO support. I made them go purchase some decking. They had to return several times to repair the seam and remake a piece twice.
UGH! They get the worst service because they negotiate the price with 3rd party vendors. They lose money so do not stand behind their work. This came from one of the countertop installers. Who also mentioned that they discussed the seam over the wine cooler and knew it would be a problem.
Now the appliances. I purchased my appliances when I thought HD was going to do the entire kitchen. They had over $7,000 for appliances that had to be cancelled and re-ordered because the can not hold orders (but can sure hold on to your money). By the time my kitchen and countertops were ready for the appliances they never came. I told the contractor 3 times that they were coming on a given date, only they never showed up. I went directly to the store the 3rd time and was told I would have them there the next day.
The countertops were to be installed that day and I needed them there to make sure they installed enough clearance for the appliances. They did not show up again! I was furious and went to the store again speaking with the night manager (I work for a living), he told me the order was cancelled and appliance sent back to Samsung. They still had my money!!!!
I demanded a refund and was told the store manager would rebate me some money for my trouble. I went to Best Buy and purchased the same package except this time I bought a Bosch dishwasher and they were delivered the next day. Veronica at Home Depot on Sunset never came though. I cringe when I go in that store. NEVER, NEVER use Home Depot for any professional services.
BOCA RATON, FLORIDA -- We had a kitchen done with mixed results. The cabinets turned out great and the installer could not have been nicer. However, the granite was very poorly done, from initial measurements on. We kept getting told something different by everyone who came. After 3 different sets of measurements, there was a final design. The first installers were very late and very hurried. There was a dispute about when and how the corbels were to be added.
After finally getting everything done, there is a rough and noticeable seam and a badly polished spot. Then the plumber who installed the sink made a connection too tight, causing a leak. Had to have our own, reliable plumber fix it. All in all, the kitchen looks very pretty if you don't look too closely at the countertops.
HELOTES, TEXAS -- I took in a design for a kitchen counter top with dimensions. The supposed design specialist entered the data into their design computer system and came up with a total square footage of 38 and gave me an estimate of the job. I went home to think about it. I went back in 2 days to pay for the job taking advantage of 10% off by getting one of their HD credit cards. The original design specialist was not available and no one else was apparently qualified to access the design system. Therefore, I made an appointment to return that afternoon to meet with another design specialist who was supposed to be able to call up the first estimate so that I could pay for it.
When I came back for the appointment, that specialist was not available. Another gent from appliances tried to do the job, but could not call up the estimate so he tried to just start from scratch. There were about 3 attempts at that before he came up with something. Trying to check out now, the cashier rang it up, charging me on the new credit card but the 10% off did not ring up. Off to the service department to cancel the charge and when they did, it apparently cancelled everything. They actually had to re-enter the whole design again and finally got it rung up with the 10% off.
When the contractor showed up to do the final inspection, he told me how there would be about 2 or 3 more square feet than the original estimate due to small modifications we made. I understood and had no problem with that. According to the contractor, if Home Depot did not contact me in a couple of days to notify me of the difference between the estimate and the actual total cost, I should contact them. Of course, 2 days passed and there was no call from Home Depot. I went in to pay the difference. I was surprised when I was told that the difference was 6.4 square feet at $43 per sq.ft., not 2 or 3. I asked to see where the differences were.
Again, the original design specialist was not available to call up the original estimate. The service department gent printed off a copy of the contractor's final design that I could have compared to the original estimate if only I could see that. I realized that if I wanted to verify the 6.4 sq.ft. difference I was going to have to spend some time studying and comparing all of the dimensions. OK, but then the service department guy would not give me the final design sheet that he printed off! I went home to do my homework. I found that for some reason when the original design specialist loaded my dimensions she came up with 3 square feet less than what my design had.
This left 3.4 sq. ft. difference which is plausible and understandable. Having accounted for the 6.4 sq. ft. difference, I paid the balance due for this job. My problems with Home Depot is that they did nothing to help me in accounting for the difference, impeded my work to do that by denying the final design drawing to me, the time wasted and several trips required to go to that store to get this worked out made this a real exercise in frustration trying to get this work accomplished. I laugh at their commercials where they proclaim all of the help that they provide to homeowners.
I've wanted to fix up my kitchen ever since I moved in my house, so when a sales representative at Home Depot approached me about kitchen refacing, I decided to give it a shot. I figured a large corporation like that would do a good job, I might just have to pay a little more. WRONG. I have a small kitchen, so the quote seemed reasonable enough. I was having the cabinets, drawers, countertop and sink replaced.
The salesman explained that I would be responsible for re-attaching the garbage disposal because the contractors aren't licensed plumbers, but he made it sound easy enough (though I was still a little tentative about that part). Everything else would be taken care of!
Well, the contractor finished up and everything looked OK except the faucet wasn't installed on the sink. I figured I knew someone to help me with that, so I let it go. Turns out, the sink wasn't even attached to the countertop. None of the parts of the sink were together, and the pieces to put it back together weren't even all there...I think some got carted away with the old sink.
So now, after having no sink for 3 days, I have to wait another 4 days... HOLIDAY WEEKEND :( ... to see if someone will rectify this situation or to try to do it myself. So much for only having to re-attach the garbage disposal. When I spoke to Customer Service, he went on & on about them not being licensed plumbers, no matter what I told him the salesman said. And he was not very concerned with my complaints... I think he just called for the "thumbs up, all's good", not to actually make sure I got my money's worth.
Well then I look at the cabinets. The knobs are on all crooked. The knobs on adjacent cabinet doors are off by 2 millimeters in some places, which doesn't sound like a lot but is HIGHLY noticeable. Then there's the molding they tore off and replaced. They replaced the molding with a much smaller piece so that the holes and discoloration from the old piece are now visible. Then I go to use some of the kitchen equipment. The exhaust fan/light above the stove that he took down no longer works!!! The small light above my sink doesn't work!!! What did he do??? I can't figure it out.
So now, I'm supposed to call a plumber and an electrician to fix problems that didn't exist before Home Depot came into my home? MORE MONEY??? I'm a single mom who can do minor projects around the house myself, but fixing these issues is beyond me. Plus there's dust everywhere & chips out of the paint. Good thing I didn't repaint the kitchen before all this happened or I'd be even more furious.
When you do a job, do it right, and don't create extra problems. Don't give the customer anything that would be unacceptable for yourself. That's my view in my line of work. Apparently it isn't Home Depot's. It's the holiday weekend, so I'm still waiting to see how my complaints will be resolved, but I'm not optimistic at all...I will not be returning to this store for ANYTHING. Nails, screws, plants... NOTHING. I should have saved up the money to have a professional completely redo the kitchen. I will NEVER waste money on refacing again. Honestly, it doesn't even look all that good.
700 REED ROAD, BROOMALL, PENNSYLVANIA -- Home Depot Kitchen Remodel: Beware – hidden costs and delays and be prepared to be your own general contractor. My daughter decided that her 70s, 8'X10' kitchen with cabinets that would not close and drawers that would not open needed to be redone. Although the project extended into the adjacent powder room and dining room and left to DYI relatives, the kitchen was to be handled by professionals with the aim of minimizing the time she would be without a the convenience of a kitchen. She turned to Home Depot (HD) for help. A project scheduled to be completed in 4-5 weeks took 9 with hidden costs and delays.
When dealing with the “big box store” remodeling services (heavily advertised and promoted in the stores), one might assume that aside from making final design selections, the store will coordinate the work, effectively acting as a general contractor. Not so! The kitchen remodeling services at HD or Lowe's start with a consultation with a designer in the kitchen department. They can, and do, help clients through the design process including selection of cabinets and counter top. And while suggestions may be given regarding appliances and flooring, the shopper is left with meeting the “experts” in those departments and making final selections.
This is fine, but one learns that the only communication/coordination that occurs between these departments is via the orders placed. Project coordinators at the stores to whom the projects are assigned do nothing but schedule the subcontractors assigned to do the work. National and/or regional contracts are with a firm that handles demolition and installation of cabinets (they also sub out any electrical work) and with a flooring installation firm.
All this might work if someone was truly acting as the general contractor and if HD were to communicate effectively with the client. After several weeks, my daughter asked for my help. Here is what I learned. Changes:
Beware, changes may cause delays and will cost. HD requires all changes to go through them – they tack on a percentage. Kitchen Design: Pro - after many hours of discussion and looking at alternatives, HD came up with a design that was pleasing. The associate was very cooperative and it appeared that the project was off to a good start.
Con - the associate failed to communicate the complete process. For example, a granite countertop was selected from the standard small block samples at the store. And while the “advantage” of selecting a HD “sealed” stone was explained, no one explained that the actual color and detail of the stone varies and that you must select the actual stone slab. Nor was the template process explained or the fact that the client may want to meet with the supplier to review template layout. In fact the local supplier was not identified until an inquiry was made. A scramble just before the scheduling of the template date prevented a delay.
Appliances: Pro - the associate was helpful and a good deal was made on the dishwasher. Con - no one told my daughter that when you take delivery and don't have the appliances installed, any delayed installation handled by HD will be at an added cost. Note, as the floor was being replaced, the stove was not to be installed (albeit needed to be in place for counter fit) and, of course, the refrigerator cannot be in place when the floor is installed. The cabinet installer took care of the microwave, dishwasher, and initial install of stove. We took care of the refrigerator installation.
Cabinet demo & installation: Pro - this work was handled by Housecrafters. They sent a representative who took final measurements and reviewed details of the installation (a definitive contract). The assigned installer was a knowledgeable professional and handled the work efficiently (fast). Overall quality was good. Con - communication could have been better off site. New cabinets were installed over damaged walls leaving a more difficult finishing job.
(Note: I did some of the patching and all of the painting and would have preferred the walls to have been repaired and painted before the cabinets were installed leaving only touch-up to do.) The design and location of the base cabinets required the relocation/installation of a floor vent. Further, complications with the flooring resulted in a shifting of schedules resulting in delays that accumulated in over two weeks of lost time.
Electrical: Pro - Housecrafters provides electrical work through sub-contractors. The firm on this job was timely and did quality work. Con - as with any total rehab job, you run into issues, often with electrical installation. A change in location of a light switch required HD approval (and added cost). Existing receptacles had to be moved – no flexibility by the electrician – added delay.
Flooring: Pro - the subcontractor was USIG. The crew was excellent. The required demolition was difficult and the crew did a good job cleaning up the mess. They obviously had a lot of experience as installation (tile) was done efficiently and without error. They spent a total of three long days on the project. Con - this was the worst part of the project and the most poorly handled by HD. They never looked at the job and as such, wrote the contract as removal of existing old floating wood floor with replacement (backer board, glue and tile). The outfit that measures the floor is yet another sub-contractor. Due to a change, this contractor was sent out a second time.
I asked about the depth of the floor and interference with the outside door (a main entrance to the house). They know nothing. When the issue was raised to HD, they insisted that the job could be done as written. When asked what they were going to do with door when it would not close due to the height of the new floor, they responded “We don't do doors. That is left to the client.” Further discussions with HD “coordinator” as to why no one inspected the flooring job yielded a response that this was not normally done and that if we wanted it inspected before the installers arrived, there would be a charge. An additional follow up resulted in the conclusion that the USIG would make the determination of what should be done. Two minutes on the job and the USIG supervisor agreed that the old floor had to be removed. Before they could proceed, they had to contact the HD “coordinator”. Surprise, that work would require a change and the add-on fee was not insignificant.
Oh, by the way, the original contract called for applying quarter-round. Of course once it was declared that the floor had to be removed, the baseboard had to go as well. When asked about replacement, HD noted that this was up to the client. They would ask the installers to do – but of course there would be an added charge! I elected to install the baseboard and following additional confusion/miscommunication over the trim, obtained and painted shoe molding which the flooring crew installed.
As a side note, the powder room adjacent to the kitchen was also redone. The flooring installer was to remove and replace the old toilet. This was done except that a new toilet was to be installed. This was technically a contract issue but was done (at least to the point that it was discovered that the feed line would have to be re-plumbed). There are other small annoyances that are involved with a job of this scope (even though this was a very small kitchen). In sum, a word of caution: do not assume that HD or Lowe's fills the role of a general contractor.
If you do not have the time or knowledge, find a relative or friend who does or price your job through a full service remodeling firm (my experience is that you may still be talking to subcontractors). Don't think that just because you have a remodeling contract with HD or Lowe's that they will coordinate details between departments or that all costs (including potential changes) have been discussed, let alone disclosed. Finally, realize that a full remodel involves sacrifice and inconvenience. So do allow for contingencies, including a slip in schedule, and, as noted by other reviewers, potential follow-up hassle with the stores if mistakes are made.
PEARLAND, TEXAS -- My husband and I decided to make some improvements on our master bath. We shopped Home Depot and the lady in Kitchen and Bath Remodel was very nice... A little too focused on finding the cheap way out, but nice. We ordered our items and that's when it began. Home Depot will only sell the granite and installation service together. You have to use their installation service. Fair enough, we thought. But the installation was a nightmare. We were told that after the measuring we would need to go to their facility to choose the piece of granite we wanted. That helps you get more of the color pattern you want since every piece is different.
When the guy came to measure the vanity, we were informed that privilege was for people who purchased 20 feet or more. We only needed about 6 feet. The day of the installation finally came, the cutting took place on my front lawn and the workers left chunks of the product and shards all over the yard. The guys banged up my freshly painted walls on both sides.
The holes bored for the faucets were too small. They said they only do them one size; standard. These were the “professionals” that did not come cheap. The job looks unfinished. It looks more commercial than residential. The horizontal edge is beveled but not the backsplash side walls that face front. They're just there with the cut edge exposed.
The piece of granite chosen for us does not have the amount of gold inflections that was represented in the sample piece so none of our accessories look good with the countertop. I could have gotten a better installation service from the day workers on the side of the road. The next problem was with Home Depot's delivery service. I think they must really have some unhappy employees in that department and they are beating up the merchandise or trying to destroy the company from the inside out (LOL).
Everything we ordered came in damaged. Our bathtub, vanity, one of the mirrors; all damaged. Every time we had to reorder something, our project was delayed. We went to pick up our re-ordered bathtub after receiving a call that the replacement was in.
When we got it home, we found it was not the bathtub; it was the damaged vanity we had taken back the week before. We finally gave up and just kept the damaged vanity. My sister is having major problems with a kitchen cabinet installation. I don't know if Lowe's is any better, but we ended up getting our bathtub from them without incident. It seems Lowe's is more for the homeowner. Even the look and feel of the store is different. Knowing what I know now, I WILL NEVER GO TO HOME DEPOT AGAIN.
WASHINGTON, MICHIGAN -- Went to the local Home Depot to upgrade our 20-year old Formica kitchen countertops and vinyl flooring. Interviewed two different department agents and signed a contract in each department to start the work process. The first thought was to replace the countertops first before the floors were replaced. The Home Depot process for countertops is to prepay in full up front before a single thing is done. Didn't like this policy because as a client you lose all your power to ensure satisfaction but that is Home Depot's policy so we went ahead with the contract and prepaid in full. We were to hear from the contractor to make an appointment for a final measurement.
In the flooring department we decided on the vinyl flooring and completed the contract in that department as well, no upfront payment was asked for. We left with a flooring measurement scheduled for the next Saturday morning. On the way out we paid in full for the countertop work. This is where everything fell apart. The contractor for measuring the counter top didn't call as claimed to schedule an appointment so we called them and set up a time slot for the next day between 4 and 6pm. By 6:15 we hadn't heard anything or receive a courtesy call so we decided to eat dinner.
During dinner the measurement contractor was at the front door. I indicated we just sat down to dinner and asked if he could return in 15 minutes. His response was to throw up his arms, say no and walked away. The lack of respect was too much for me to tolerate therefore another trip to Home Depot to cancelled the countertop contract and request a full refund which they did comply with. Never again will I ever prepay a contractor in full before any work has even been started, that is crazy. Stay away from Home Depot for countertops, or at your own risk.
Went ahead with the flooring anyway but again the contractor never showed for our scheduled Saturday measurement. After making a couple of calls it was discovered that the contractor for the final measurement was never paid the $35 fee required to set up the appointment. As it turned out at Home Depot I was to pay the $35 when exiting the store but was never informed to do so. Needless to say at this point I cancelled the contract for the flooring. Lessoned learned to stay away from Home Depot for any contracted home improvement upgrades or the very least make sure the agent is competent.
ELDERSBURG, MARYLAND -- I purchased a Glacier Bay high arch brushed nickel kitchen faucet in 2007 from HD along with a new sink, disposal, and new counter tops for my kitchen. Their installer was impeccable I might add. So 4 years later, actually last year, the faucet started leaking around the base of the spout - where it swivels. I'm not much of a plumber but researched the issue on the Internet and found out the brand is not well-liked by the plumbing trade and consumers have issues with them too. I discovered on the 'net how to unscrew the collar at the base of the spout and pull the spout up and out to get at the o-rings that needed to be replaced.
I tried calling my local HD store but could not seem to get anyone that knew how to help me (OK, that's not a compliment). So I grabbed the old spout with worn out o-rings attached, and headed up to my local HD in Eldersburg MD. In the store I went back and found (1) a small box of replacement o-rings that appeared to be the same size, and (2) the exact same Glacier Bay faucet still being sold there for $88. Printed on the faucet box it still has "Limited Lifetime Warranty". So I took the box up to the Service Desk.
The Service Rep greeted me and asked how she could help. I showed her the new faucet box, explained the purchase I made in 2007 from that store and asked how the Glacier Bay "Limited Lifetime Warranty" is applied. She looked at my old spout, at the new faucet box and asked if I was sure it was the exact same. "Yes". She said, "Well then we'll just have to replace the bad part."
I showed her that the old spout still had the collar on it that I had marred in trying to break it loose to unscrew it. That was my fault I explained and did not expect that to be replaced but could I buy a replacement. No problem she said, they would replace that as well since I damaged it when removing the failed spout.
Minutes later I left with new spout (with o-rings attached) and I still bought the box of replacement o-rings just in case. THAT was first class service. She did not ask for my receipt from the original sale, which I actually did not have with me but could have gotten with an extra trip back to the house. I do a lot of business at that store so she probably recognized me. With service like that, I cannot think of a good reason to NOT keep buying my home improvement materials there.