FORT COLLINS, COLORADO -- This was THE worst experience I have ever had with a company! July 2013 I visited my local HD, and ordered a window to replace one in my basement that has rotted from the sprinkler. I tried to do this last year, and never got a response - should have taken that as a clue! I put $300+ as a down and waited for someone to come and measure. Met the measurement guy after taking time from work to do so. He said he would order it, be in in 5 weeks. I figured the window would be installed by end of August, and no problem with winter weather.
September 2013 I called and went into the store and said, "Where is my window?" They hemmed and hawed, and well, someone else will need to come and measure! I meet the guy once again, different person, and he measures. I complain that I already spent last fall trying to resolve this issue and used them with no response. Now when can I expect my window? He says by the end of October! OK and I should probably receive some sort of discount for this hold up. Cool.
Near end of October, I am supposed to have the window installed in the AM on a Saturday... It's after 11 and no one is here! I call them. Well, the guy had decided to install someone else's stuff first, and he will be here between 1 and 3. I say, let me talk to this person. I don't want some Yahoo coming to put in a window last minute I think... I talk to him, tell him what was promised and that if he can't make it by 2 then forget it! He shows up at 1. Nice man, seems to know his business and he gets the window out and it doesn't FIT!!!! I decline to take it. He can caulk it in, but with a three inch gap! No go. They will send someone to measure!!! HA!
End of October. Call and go to Home Depot once again. Well, they will send someone name of Steve out. He is handling all their customer service stuff for this 'area'. Ends up he is in a northern Denver suburb! And he comes up on a Saturday to measure! He is sick with a cold. He tells me that Anderson doesn't make a window this size! Hello? I have been trying to buy an Anderson window from them all this time, and he finally tells me that they don't make it? 4 months later? This information was finally relayed to me after several phone calls from him and from me to Home Depot!
So, I say, "OK. I will go with a vinyl window with simulated wood look." It's a basement window and I ask Steve, "So when will I get my window? Before the snow flies? Before Christmas?" He assures me it will be done before Christmas. Well folks. I heard from them once again. They want to come out and show me what the wood vinyl will look like before they order it! They called me middle of December to say this... I say, "Well, so first off, I think I should know the cost of this window," and he tells me it's basically the same $1,300 I was paying for the Anderson wood window. No allowance for all this inconvenience. Nothing. Just suck it up.
I say "Fine. Cancel the ** order." And here I sit 6 months and a year later. No window and now I have to go to the HD and get my money back for the down. What a ripoff. What poor customer service like there even is something called that in this store! Believe me. I will go to Lowe's for everything from now on... The middle finger to Home Depot!
AUSTIN, TEXAS -- Installer cancelled and rescheduled 3 times. When the door was finally installed, alarm wires were damaged, alarm components "disappeared", and a filler piece was used at the top instead of using a sub-sill, as it should have been. A slant on my slab to shed water was not taken into account. They are just now making the sub-sill right by reinstalling the door and adding concrete to support the outer edge of the sill, but it's still poor. This visit is the third by the installer, plus another from the area supervisor.
On to the door: Its appearance is beautiful. Unfortunately, it is smaller than a standard door (the original door) and the lockset is predrilled at 33" above floor (should be 36"). Measuring crew failed to account for size of the new door, lockset height, and slope of the existing sill, while the salesman did not make us aware of the size difference and lockset location difference.
In short, I could have done better and I don't do this for a living. Don't buy a door from these guys! Call your favorite carpenter, and have him/her measure to get the correct door, and then let them install it. I am now stuck with a marginal install of a cheap door. HD and their installers have permanently lost my business, and I will actively deter anyone I hear mention Home Depot installations from having them do the work.
CONCORD, NEW HAMPSHIRE -- I purchased two 70 Series Double Buck Hung American Craftsmen Replacement Windows online. When we installed the second one we noticed its keepers (lock) were broken in half, one completely off the window. I called Home Depot in Concord and spoke with ** (handles special orders) and she said she would have American Craftsmen expedite two new ones to my home.
We cannot lock this window (safety issue) and it's very cold out! We still have not seen any new keepers in the mail and it's been 3 days so I called the manager ** at the Concord Store to see if he would just give us two keeper off a display window or something so we could lock the window and stay warm. He refused to do so and gave no other alternative. This is very poor customer service from Home Depot. They do not take care of their customers! Now we are left hanging with an unsecured window and cold getting into the house and it's winter!
ROBBINSVILLE, NEW JERSEY -- Had Home Depot Installed Services install siding and a set of sliding patio doors approximately 8 months ago. They were and still are a nightmare to deal with. The salesperson who came to the house was a super friendly guy but I see now he was all BS. We went over in detail what was going to be done (of course all in contract). Convinced us to buy the most expensive and state of the art siding, which is solid core and has the insulation bonded to the back. He kept saying how nice our house was and that HD would do a top notch job with the work.
WELL! several months later when the work began, they assigned some subcontractor out, he was horrible!! Although this is their best siding, and it does seem to be an excellent product, the installer installed every piece of it over nails from the old siding that were not removed, only bent down so therefore just about every sheet of new siding has lumps and waves. They actually NAILED into the face of the siding along the top, so you see all the nail heads in the finished product. They sided right over damaged and rotten wood although we asked they replace it and we would pay extra for it. Every patio door they installed leaks because they were not installed correctly.
HD didn't assign a supervisor to monitor the job, so the installer crew just slapped everything together. Needless to say $35,000 later and the house looks no better than before. Unfortunately now we are consulting with a consumer protection lawyer from Long Island to intercede for us. I will never use them again to even build a dog house!
ARVADA, COLORADO -- Ordered 1 bay window and 1 patio door September 20 from home consultant sent by Home Depot. I have had four scheduled installations and four times they have been canceled. Two times I was not notified. It is now the last of December and still no windows. Reasons for cancellations? 1) Oct 28 - It is a big window and we don't have 3 man crew. 2) Nov 13 - The window is heavy and we don't have installers to do it. 3) Dec 5 - The weather is bad. 4) Dec 21- The installer quit. My response: The window is the same size as the day that I ordered it and paid $6300 up front. Do not ever order home improvement installations from Home Depot!!!
BROOKLYN, NEW YORK -- I order 16 windows through Home Depot @ home and an entry door with frames and top glass arch on May 31 2013. They came a week later to measure door and windows. I signed a contract and started my first payment July. They set appointment to install windows July 18 and when they came it didn't fit. It was the wrong size so they came to measure again then they came back September 9 and they installed 4 windows and three are short and the other two were damage. Then they had to stop the job and the boss came and manager came back a week later and saw the job and said the windows were the wrong size so they came back to measure again.
Then they came the third time September 23 and windows didn't fit. They left all the windows in the hallway--10 of them. For a month. I have to make payment every month and I don't have any window or door installed. I call them all the time. I called and complain to Home Depot hotline. They said they were going to solve the problem and till this day nothing has been done. Please help me.
6000 SKILLMAN ST, DALLAS 75231, VIRGINIA -- ** at the Skillman store in Dallas, Hinged 2 pieces of plywood for me and had it hand painted with fences, trees, and faces for my 3 yr old friend ** so he could put his plastic track and train on it. My original plan was for it to be outside as he was having a party that day. However, as luck would have it...it did rain. It worked just fine and his parents had to put some tape to cover the hinges so as to preserve the floor. But ** designed it to be outdoors as I requested. I can't thank Home Depot enough, as you have an outstanding employee in **.. I think **'s parents will come by and thank him also.
LAKE ORION MICHIGAN, MICHIGAN -- I was lied to by the Home Depot sales representative. I told him that I wanted a bay window that would match the Bay Window in my Living Room. Match means same color inside and outside, as all the windows in the house was white inside and out. Match means the same size window panes. Match means the outside and inside structure would be the same.
The Sales Rep cancelled our 3:00 pm appointment because he said..."he had been given a 2:30 pm appoint on the same Saturday." He called us at 2:45 pm. I asked him to call us after he was through with his 2:30 pm appointment to set up an appointment for Sunday as he had to work. He never called and arrived during our dinner hour. The man I thought was writing down all the information I was giving him, plus he took many pictures of the window that he was going to reproduce. He measured everything, but never wrote it down as far as I can see. He had me sign a blank page that indicated my down payment.
I asked him what the new Bay Window will cost, and he said..."he would have check a few things and call me back on Monday, Monday Afternoon at the latest." He never called on Monday or Tuesday. I finally got through a daisy chain of four corporate women that said "they have no authority as to this matter but will call another woman who called the sales representative to call me."
After waiting 2 hours I went through the daisy chain again, and again received no call from the sales representative. It is the next day and through the daisy chain I was able to get a hold of the sales manager ** and was no help because of a very week spine. His position does not allow him to make any decisions or he is afraid to make any decisions. Meanwhile, the installing company came to check on the sales representative paperwork.
** was a very nice gentleman... and when I told him I wanted a duplicate of the living room bay window... size of window panes, exterior and interior white, the seat is to be insulated along with the sides and top. He took notes and many pictures. He stated "... that he did not trust the sales representative " during our discussion about my frustration.
When the delivery and installing the bay window it was noted that a major part of the interior was birch instead of white. The window panes are smaller than the one to be copied. We lost four inches off the center window, which can be seen from the street. I wanted a balance, as both original windows we balanced from on the house and could be seen from the street. The outside of the new Bay Window is built in a colonial style that does not match the original Bay Window.
As of this date, the Home Depot window fogs up with high humidity (Four Times from July 19th. While all my other windows made by North Star did not fog up either time. I also asked the Home Depot Sales Rep.If they sell any other brand of windows that I could select from, and I was told "... that is my only choice, The Simonton Brand."
When I went to Home Depot I was shown several brands including Anderson, which I would have chosen. The Presidents of Home Depot and Simonton will not talk to me. My only choice is to take them all to District Court #52 in Rochester, Mi. Which my attorney has already started. And do every possible to get the sales rep. and the sales manager fired.
DENVER, COLORADO -- Contractor of Home depot finally complete installation of front door. I requested to everything to Home Depot include installation. Then my house had blackout from that night. I thought it was breaker down or electric panel broken so I called electrician to check. What a surprise, when they install the front door, they use long nail to hit electric tube inside drywall cause short for electric of my living room. It cost 850$ for fix so I took piece of paper proof why electric tube broken because of nail hit and I took pictures and go to Home Depot.
They (Mr. Supervisor of customer support of installation) insist "Electric tube cannot be close to door." "Electric tube inside drywall should not be close to door that's your house' fault, Home Depot can nothing they can do."
HOW COME I CAN CHECK ELECTRIC TUBE INSIDE THE DRYWALL. Electrician told me there is not illegal location or location was right place and even staple to the side of front door. There is enough space if they did not use long nail so there is no illegal location, no contract of installation said location of electric tube (actually location of electric tube is right place).
Why I change the door? Why people buy the new door and install?
A. Because of there is no door for house? No!
B. Because of the door does not work for open and close? No!
C. Because new door has some new technology such as wireless network? same for 50 years!
Because we want house LOOKS BETTER. Now the cracking of drywall (they break it, but they insist there was almost crack before installation, so they don't fix it. ugly!) with huge big hole with ugly electric tube inside for one week and no response from the supervisor.
I try not complain quality of the door installation was lower than average quality (lock seem loose, location of lock is not straight), cracked drywall because of the wall had hairline. Cost of installation was 1.5 to 2 times expensive than regular contractor. But long nail hit electric tube and make my house black out for 2 day and it cost $850 for fix it. It takes 4 days already with keep opening drywall because Home Depot inspector need to come to my house check 5 days!! And their response was "electric tube inside drywall should not be close to the door."
Please tell me any customer convinced by this response and agree their response? "Oh sorry I should open drywall and checked the location of electric tube before requesting installation of front door." I don't think so. They think we do not have any knowledge about electric tube, so try to cheat us to convinced me with such a stupid excuse. We are very lucky electrician was at home and that was totally not truth. (This supervisor of Home Depot try to cheat me and avoid responsibility. His position call "supervisor of customer support of installation.")
What I hear from them and their attitude and what I can hear is only: "HOME DEPOT DOES NOT CARE CUSTOMER", "HOME DEPOT DOES NOT CARE CUSTOMER", "HOME DEPOT DOES NOT CARE CUSTOMER"
HARRISBURG, PENNSYLVANIA -- Last year we hired Home Depot to replace some windows in our home. It was supposed to be done before the end of December, but the man who came to measure them did it wrong. When the installers came to put the windows in, they didn't fit. New windows had to be ordered, and the whole process was pushed back a couple of months. When the installers came again, we were the victims of the worst possible work. Naively, I thought they were Home Depot employees. I had no idea that they were subcontractors with their own “company.”
First, they smashed the windows out without taping them or doing anything to make sure the glass did not go all over our yard. All they had was a tarp one story or two stories below the windows to catch the glass. This was in the midst of a windy winter day. They used a reciprocating saw to cut the wooden frames of the windows out. In the process, they damaged our existing moulding. That was ignored. They got caulking on the floor and tracked it throughout our first floor. Again, that was left for us.
However, the worst part of the job did not immediately come to light, and that was the extreme amount of broken glass left all over our yard and driveway. We did not immediately realize the glass was there because there was snow on the ground. As the snow melted and our dog's feet were cut, we recognized what we had been left with.
For two months we attempted to rid our yard of glass by picking it up as we saw it. The problem was that the area involved was extensive. Not only had the installers smashed out windows on two sides of our house, but they had drug the tarp covered with glass around the house and to the driveway. Glass was being dumped the entire time.
Finally, in early April I contacted Home Depot about the problem. They claimed to be very supportive of our situation. However, one of their resolutions was to send the same incompetent crew of window installers back to pick up the glass. We had already told them that a professional landscaper said the only way to clear the area of glass was to scrape it off and put in new sod. However, we were subjected to the people who caused the problem again being in our home.
They picked up glass for a couple of hours and came to tell my husband they were done. He walked out and promptly picked up another hand full of glass. When he showed them, they stayed for another ½ hour and left. No surprise, our yard is still full of glass. We were then told to get a professional to come out, evaluate the situation, and place a bid to resolve the problem. We had two companies come out. However, now that the bid for repair has been submitted, we are being jerked around again.
It has been over two weeks, and we are now told that it may take up to 90 days for their insurance company to approve repairs. That means that the bulk of the summer will be spent avoiding our yard because it is still dangerously glass covered. Plus, by the time they approve payment, it will be too late in the summer for sod to be put down. We will then be left with a huge area of exposed dirt once the glass filled sod is scraped off. The bottom line…We paid to have windows replaced. We trusted Home Depot to send us quality workmen. They sent us subcontractors who did a terrible job, and we are still dealing with the aftermath.