ONLINE ORDER -- Order a product online; received it later than original date. Product was fragile and put in the shipping box without bubble wrap or any protective material. Either it was shipped broken or it was damaged in transit, which I find hard to believe as the package was not damaged. Wrote a review about the incident to Home Depot and they REFUSED to post it as it wasn't a positive review. People have a right to know whether good or bad customer concerns; however, due to them hiding the latter, I have no trust in them and refuse to continue doing business with them. Any company that denies a consumer's feedback is deceitful in my eyes.
WAITE PARK, MINNESOTA -- We recently purchased a special order, $6000 fence, through Home Depot and were told we would receive it in 7-14 days. My husband is in the military and took time off work, after that projected 14th day, for a week and a half, to be here, along with several friends, to install the fence. After waiting over 2 weeks we called Home Depot to ask about our fence and found out that they over charged us and cancelled the order, then put in a new order. After putting in that new order Home Depot failed to tell us that the company who makes the product was completely out and all of our order was on back-order.
They also failed to tell us that they knew this company only produced this fence 1x/month, causing problems because the second order was placed late. After 5 weeks we finally received the product. We received a phone call in the morning stating that someone had to call them back to OK the delivery of our order, which no one did as I was at work and they only called my cell phone. Come to find out, when I got home, they delivered it anyway. Because my husband is in the military and could not take any more leave, we then had to call a contractor for another $3000 minimum to install this fence.
After several phone calls and complaints the store decided they could give us approx $500 to help us out. Yeah right! That's not even helping. So the contractor showed up to install the fence, only to find out that the people at Home Depot have no clue what they are doing and didn't even order everything we needed. When I walked into the store 6 weeks prior and said "I have this fence plan, here is the layout, please tell me what I need and I'll give you the money." I expected that they knew a heck of a lot more than I did and would be able to get the order right.
So we had no end posts and no corner posts. This caused our contractor to have to get his own posts and router out the holes to make them match our current order. Then, after getting all the posts concreted in, we now realize we are short 3 panels because Home Depot said we could cut the panels to fit, only that isn't what you do at all. So we actually need a panel for each section, whether the section is 6 feet or not. On top of that, the dimensions were wrong that Home Depot advertised for the product and the contractor had to redig the holes that we previously dug, with the intent of installing it a lot sooner.
So now the panels will go up but we will have an 18 foot section with no panels. And now we have to re-order 3 more panels and Home Depot can't guarantee that they can get the product to us any sooner than the 1st time. Meaning our dogs will continue to remain chained up when outside and we still can't enjoy our back yard. I am absolutely disgusted with Home Depot and I have and will continue to tell everyone I meet why they should NEVER go to Home Depot!
The Nightmare at the Corona Home Depot continues. The final chapter with the Corona Home Depot Store #6665. Well, I called the Store Manager Giuliana ** on Monday April 5th and discussed the issue I had with Joseph ** and she assured me she was going to deal with him (but after what happen over the past two days I am sure that was lip service too). I expressed my concern over the way I was treated in the store and she assured me that if I wanted to purchase the merchandise I had originally planned on purchasing she would personally help me and offered me a 25% discount. I agreed to her offer.
I went into the store at noon on Friday April 9th. We reviewed the materials I wanted in the supplier catalog, provided by Home Depot, which were cement pavers that came in multiple colors. I wanted the Terracotta and Sandstone. She had her employee in the Job Desk (which you would think they knew what they were doing, later I learned she couldn't recognize a piece of wood in a lumber yard) Paula work with me - yup - so much for the personal help.
She shoved the responsibility off to a person that was as incompetent as they come. She called the supplier to see if they were in stock and when could I get them. During the conversation I interrupted her at least 7-9 times to ask the supplier if they the two color pavers were the exact same size. Each time she came back and said yes.
Giuliana ** then asked me if I had her blackberry number from the previous conversation. I confirmed I did. She told me at least 4 times during our conversation quote- "I have my Blackberry with me at ALL TIMES, call me if you have problems." I paid the Corona Home Depot #6665 $988.21 for the pavers, pallet deposit and delivery. We confirmed that delivery date of April 19th in the morning.
Sat afternoon at approx 1:30 PM I received a call from Paula, the incompetent employee at the Job Desk that took the order and she informed me the supplier called her and told her the two pavers were totally different sizes - not even close to what they advertised in the catalog Home Depot provide their customers. I asked her to call Giuliana and have her call me. At 2:02 PM on April 11, 2010, I also called Giuliana on her Blackberry (Please refer to the previous quote from Giuliana about her having her Blackberry on her all the time.).
Well I left her the information I was given and told her if I did not hear from her by 3:00 PM I was going to cancel the order and get my money back. I did not hear from her by 3 PM nor did I hear from her at all on that Sat. I went back the store #6665 and had them credit my credit card the full amount of the transaction. The jest here is Giuliana LIED to me. So obviously integrity and honesty was not at the top of Giuliana's list of qualified attributes for store manager.
To date I was bullied around by Joseph ** because he thought he was the manager for the day he was immune from providing customer service. Then I wasted over an hour of my time dealing with a lying store manager and an extremely incompetent store employee (Paula) who totally screwed the entire order up. Giuliana did eventually call me on Sunday morning trying to justify her lying screw up. I listened to her trying to justify all of the errors and screw ups by her and her employees. I finally got tired of listening to her and just hung up.
I drove to Lowe's and purchased the same pavers without the 25% discount for $5.00 less. The folks at Lowe's were professional, they knew exactly what they were selling, and they were able to complete the entire transaction in less than 30 minutes.
Home Depot - you need to study Lowe's and learn from them what customer service and professionalism is.
I guess Home Depot is big enough to employee people like Giuliana, Paula and Joseph in order to continually run customers off and continually lose business. HELL WILL FREEZE OVER BEFORE I EVER GO BACK INTO A HOME DEPOT STORE!!
ARLINGTON, TEXAS -- On 7/16/2008, I needed a new water heater to replace the one that went bad. I decided to go with Home Depot to get the unit installed. The reason for selecting Home Depot being that I deal with a reputed corporation and they would be fair and just in the pricing and that I won't have to face any surprises.
I visited Home Depot and the CSR walked me through the installation charges, and then mentioned that I will have to call an 800 number and get the order going. She also mentioned that an installer or plumber's rep will visit the site and give an estimate and I order from there. I went with a 50 gal electric heater priced at $349.00 and the installation charge quoted was $285.00. I felt that this was reasonable considering that I needed the heater the same day.
So, I came home, called the toll free number and ordered the water heater model. During the course of the order, I was asked several questions relating to the current heater -- it's location, placement, size, height, capacity, access to it, etc etc. The order desk quoted the same price I heard at the store ($285 + cost of water heater + permit fee of $70). I asked when will the installer come to look and tell me a firm price before I place a formal order. The order desk clerk said, "no need to visit.. We have gotten all the information... You should be OK at this price..." And if any code related issues, it will be extra and emphasized that it won't be much.
The installer (a husband and wife team) was a good guy and I have nothing to complain except for some additional items he said I needed to get into city code compliance. He said I needed the following items and they are detailed below.
These 3 additional items along with taxes were $391.00. I asked the installer why is it these trivial items are so expensive and I was told that's how much they cost. I had no choice at that time to go myself to the store and buy the 3 items for under $65.00 because they can't wait while I am shopping. Basically I was put on a spot and had no choice and had to go with the situation I am stuck in.
Since I am dealing with Home Depot, I said I was going to take care of it with them rather than the installer. On calling Home Depot about the exorbitant prices for 3 items (more than the cost of the new heater), they said they have no control over what contractors charge.
My question is: I pick Home Depot based on the fact that they select contractors based on their work integrity, service ethics, and their honesty and reasonableness of cost of services. I go with them because I feel that I won't get ripped off. In this case it was a grand day light robbery. The gal at the other end at Home Depot couldn't help resolve the robbery.
Just around the time of completion a person introducing himself as Home Depot service manager (with an HD red Apron) stopped by to see if everything went OK. I brought the above subject on the over pricing and his answer was that these are fixed by Home Depot... (contrary to what I heard from the gal earlier who wanted to get my credit card approval for extras). He was just a good old boy, nodded head and told me to see the store manager.
I found out later according to the HD store clerk that this inspector who came was not a HD employee and he was a private contractor.
Here are my questions to the extras that I was charged for in the name of Code compliance that added up another approx $400.00. The stand retails at Lowe's for $34.98 (Lowe's model # 40S22U. This is a 1" tall stand rated for up to 65 gal heater and 900 lb capacity. The drain pan 24", retails at Lowe's for $15.98 (Model # 34078). The similar pan in 26" size sells at HD under SKU # 424-804 for $19.97. The 3/4" threaded ball shut off valve that was part of code compliance sells at HD for $7.97 (HD's SKU # A365-297).
The above 3 items (part of code compliance) the material cost is 35 + 20 + 8 + $63, whereas in the final bill the 3 items were charged at $ 170 for stand, $90 for pan and $95 for the valve. What a ripoff! A markup of 500% on 3 piddly parts.
I called the store manager on Monday 7/20, and he seemed to agree with my plight of overcharges and said he will talk to the contractor and come back. He never called back for 3 full days. So finally I called him on Thursday the 24th to find out what he heard from the installer and what his resolution was. His answer was that these are standard charges for the items and it costs labor to install them and that is why the add ons are what they are. Basically in conclusion his answer was I am putting it in quotes as said by the HD store manager.
"Home repair services is a separate division and it is run by contractors, and we at HD have nothing to do, and you should call their number and deal with it". I asked him then "why you advertise these services and push it big time in stores and can not monitor or control it or resolve the customer issues." His answer was the same gentle one "I am sorry I understand your feeling. These are charges to install the items and you have to deal with them if you have any questions."
I am really upset with the whole thing. My prime reason for using HD was that a big company was backing up the work and I will be safe from fly by and dishonest contractors. In this case Home Depot totally let me down. I have no respect or regard for these so called big corporations anymore. It leaves a very bad and bitter taste after this experience. Each one Home Depot and the contractor says the other one is the one that fixes these prices, and Home Depot totally let me down.
The final analysis: The new water heater was an identical size to the previous one. The final job involved 4/5 soldered joints using flex copper pipe and 4 threaded connections and the reattachment of the wiring besides of course moving the heater to the location and setting it up. For a water heater costing 350 + $60 additional parts + $70 permit fee for a total of $480, the final price was $1207. The labor for 1.5 hrs of work was roughly $727.00, as against an original estimate of $285. My question is what does the original $285 labor quoted get you in terms of services.
I request someone from Home Depot to respond to me their justification for these exorbitant markups on parts with no installation labor in the name of "CODE COMPLIANCE". If Home Depot is honest and sincere should refund the excess and come out clean.
In the meantime, I will go to every source available on the Internet to publicize this overcharge, call local TV stations and media to investigate HD of these hidden surprise upcharges and bring this business practice into compliance. I did not realize that you could make $350 per hour installing water heaters... Maybe I should quit my high tech engineering job and move on to this line of work and choose my own time to do it! A very upset CUSTOMER.
Two months ago my wife and I began renovating our new home in Morristown, Arizona. Since starting our project my wife and I shopped exclusively at their Surprise Arizona Home Depot store located at Bell Road and US 60 to purchase all our home improvement products. My wife even opened a new Home Depot credit card with their company two weeks ago.
Combined over the past six weeks, we spent over $50,000.00 at their store and planned on even spending more, until tonight! This evening I filled up a shopping cart which included electrical and plumbing supplies and had a brochure for a water softener that I was planning on purchasing.
When it came time to check out the only cashier open were four self-service checkout lanes. I first approached the clerk at the self-service checkout and asked if I could check out at his station. He said no, that I had to use the self-service checkout, that he was busy.
Now I understand that perhaps the reasoning their company chooses to institute self-service checkouts is a way to perhaps speed up lines for those who choose such a service. But as for myself I prefer the "human touch" and appreciate human interaction and customer service. I explained to the clerk that I didn't want to use the self-service lanes and asked if someone would be available to check me out. He replied, "No, everyone is busy."
I then walked over to their customer service counter and asked if they could check me out or find me a clerk that would. I was first directed back to the checkout area but after explaining they didn't have anyone available other than self-service and I didn't want to use that service, the customer service associate then called someone on the phone. After this short call, he told me to return to the checkout area, that there would be someone there that could assist me.
As I returned to the checkout area, I noticed the self-service clerk checking out a customer that only had one item. I approached again, asked if he could check me out. and he smugly remarked," Head over that way. They may open a register for you." In the direction he pointed to were two female associates that were chatting. I approached them and asked if they would be opening a register and they replied, "No, you have to use self-checkout."
Being totally frustrated at this point I returned to customer service and told that associate that there were still no registers open. His reply, "Sorry, I cannot help you." I then told this associate that the few minutes it would had taken to assist me would be shorter than the time it was going to take to restock all the items that I had in my shopping cart.
I then walked out of their store, drove to the Lowe's store one block away, and filled another shopping cart. And there they had humans that gladly checked me out. From my experience at their Surprise Home Depot store tonight I doubt if I'll ever return and shop there again as the lack of respect and customer service that their associates afforded to me was dreadful!
WILISTON, VERMONT -- I have been a loyal client of Home Depot since 1992. I have spent thousands of dollars in your store fixing six homes, all of them my homes, none for speculation, threw out my lifetime in the United States: a house in Coral Gables, FL, an apartment in Coral Gables, FL, a town house in Hutchinson Island, FL, a row house in Federal Hill Baltimore, MD, a farm house in Berlin, VT, and now a town house in Hindenburg, VT.
I have relied on the expertise of Home Depot for fifteen (15) years every where except in Vermont, where the whole world seems to tick at a different pace. I have had nothing by superb experiences with the knowledge, the willingness to help and the appreciation towards a client spending money in Home Depot that could spend it somewhere else. Obviously, my preference for Home Depot has had been the return policy and the customer service quality, which other competitors either lack or are still catching up with yours.
The following is a recount of an unfortunate incident that took place approximately from 4:00 pm to 5:00 pm at the Home Depot located in Williston, Vermont. I am in the process of fabricating slate-covered plywood panels. Eighteen (18) cuts in total. I arrived at your store with the plans in hand. I asked the man in lumber if he could cut it and if he is accurate. He said he could try. He ruins the first 4x8 by cutting in 2' short in length. He did not double check his cut, I did it. He did not think that marking it in advance with a pencil and using a tape (which he said he did not have one) was necessary.
He cut another one correctly in length but one and a half inch (1-1/2') longer that the measure (which he did not mark either). Then his answer is "I cannot be too accurate with this machine." That response was so utterly unintelligent, incoherent and ridiculous that I told him that that I have had most of my cuts done at Home Depot for fifteen years, that the machine was accurate to the thickness of the blade and if he and that if he did not know how to use the machine, he should get someone else who did.
His reaction was to remove his protective eye glasses and whatever other gear he was wearing and tell a second person "You take care of him." The other person, who turned out to be skillful, knowledgeable and could make the cuts accurate to the thickness of the blade, by simply following common practice, apparently was not quite willing to help me either. After five cuts, he asked me how many cuts I needed, I showed him the plans. I told him I was not sure. He told me that the policy was, as written in the board, twelve cuts per customer, I said: "That is fine." I get twelve cuts, pay for it, and come back for the rest. And is such a way I would be a new customer.
In the meantime, there was a woman (the only other client in the entire hour that needed a cut) waiting for a cut. He asked me if he could take care of her, and even though the twelve cuts per customer had not happened yet in my request, I said yes, I am not in a hurry. He performed another cut, and then there was as another customer with a question unrelated to cutting, I said "Take care of him," since I was not in a hurry. While he was gone, I took the time to expedite my request by pre-marking my cuts.
Then he comes back and the first thing that he asked again was "How many cuts do you have," but his tone was as if I was doing something illegal, I was unreasonable in my request and as if he was doing my a favor instead of he doing his job. I lost my temper, and told him that I was sick and tired that he keeps asking the same thing, he said "Am I not helping you?" Well, not really if he disappear to take care of others and comes back as if I was a pest. He asked me how many cuts and I said I don't know, twenty! I guess he did not appreciate that I had taken the time to pre-mark the boards, or that I have waited, or that the previous individual had ruined two cuts.
So, he left and in RETALIATION, he sent, ** a 300 lbs bouncer-three times my size, whose first words coming out of his mouth, in an intimidating manner were, "We are not going to make those cuts you want." He never said or bother to ask what has happened, or how may I help you? I told him: "You were sent here to get rid of me, because of what you were told." He did not ask how many cuts were actually made or ruined.
He gave me the excuse that your store cannot make cuts less than 12 inches, but failed to tell me that the cuts that I needed could be cut out of 4x8 so that the remaining is always 12' or more. He was insolent arrogant and humiliating, unhelpful and abusive. I told him that he can cut any size if he really wanted; he just did not want to do it. So he made one cut to put me in my place. I asked him who the store manager was and he said he was the manager. I told him he was not the manager but he refused to give me your name. I went to the Customer Service Desk and a lady gave me your name, told me that you had gone for the day.
On my way out I came across **. I asked him when you and he would coincide in the store, and he told me he did not know, because you were always in meetings. It appears as if no one in Home Depot knows their manager's schedule. Quite a disturbing situation for a store that size! Out of this incident my perception is: your employees are there to shot the breeze. They do not give a damn about the customers. They lack proper technical training, they are reluctant to help. Home Depot relies on the lack of competition in Vermont. You could not care less.
They get a job with home Depot because they cannot do anything else in life. They are there until something better shows up. Your customers are not rich people that can spare the trouble pf building by paying others, you are. The goal is to serve the hard working and diligent people that honestly try to do their best in life. You do not hire a bouncer to intimidate and abuse a customers. Home Depot is not a night club, it is a home supply store.
I do not expect or insinuate that these individuals' jobs are jeopardized for this may be the only thing they are able to do in their life to earn a living, and I know how difficult it is to make it in life, but I expect a written apology from the three of them. If such apology does not happen, I will take this incident to higher levels for abusive and humiliating treatment.
JACKSON, MISSISSIPPI -- I recently had a very poor experience with Home Depot in Jackson, MS. I have always done business with Home Depot due to being a stockholder in the company. I always felt that if I were going to buy a product for my home, I should buy it from a company I have invested interest in. I recently went to Home Depot to buy 20 bales of pine straw. They were unfortunately out, I did the unthinkable, I went to the local Lowe's store and to my chagrin, I bought 20 bales of pine straw for $1.70 cheaper per bale. I was happy with the savings and was surprised with the quality of service I received. It was very good!
I placed the quality bales in my yard for the weekend and was pleased with my purchase. The next weekend I went to Home Depot, remember I am a stock holder, to purchase more pine straw. I, of course, priced shopped and made it very clear to the manager, Rose, that his pine straw was $1.70 more per bale. He assured me that Home Depot's pine straw was a higher quality and was much larger, twice the size he claimed. I bought only 10 since I trusted the manager as he was very confident that Home Depot's was much better for the money. I asked him if he would price match if Home Depot's quality was not the same and he advised that he would.
I picked up my 10 bales and the quality was horrible. They were actually smaller and appeared that they were last year's straw. It was the worst looking straw that I have ever seen. I called the manager on the phone and advised him that his straw was not the same quality as Lowe's and I wanted him to match their price. He immediately became defensive and said that they have done their research and they would not price match? I could not believe my ears since the previous weekend, I purchased pine straw from Lowe's and knew their quality.
I advised that I had my own business and when a customer brought a complaint to me I handled it with a serving heart. He advised, "Since you are a business man, you should know that it is about the bottom dollar and making the company profitable". I replied back that in my business the customer is always right and it is my job to make sure that I carry out the best customer service I can to meet the customer needs. I asked him if he had personally looked at Lowe's pine straw and he advised that he hadn't but assured me that the quality was not the same and one of his guys could vouch for it.
He advised that I could drive across town and pay my $3.00 a gallon and bring it back to him and may look at it and may give me the difference. This was stated with extreme sarcasm. As a consumer, you expect a level of professionalism when dealing with a manager. You do not expect a sarcastic comment about $3.00 gas. You expect that the company you have done business with for years would come through for you and at least hear your concerns and not mock them. With managers/leaders like Rose who care only about the "bottom line" it remains clear to me why Home Depot is struggling as a company.
If your managers will not serve don't expect your employees to serve. I will think twice before going into another Home Depot and my new store of choice is Lowe's. I still own my stock in Home Depot and am considering selling all of my stock and purchasing Lowe's stock. Disgruntled customer.
JERICHO, NEW YORK -- I will NEVER buy another item at ANY Home Depot ever again. What a horrible excuse for a company. I saved $20,000 to have my kitchen completely renovated by Home Depot in Jericho, N.Y. and their so-called "Authorized Contractors".
I signed a contract with Home Depot in November of 2006. For MONTHS, I kept running back home from work to supervise deliveries and pick-ups of the kitchen cabinets that kept arriving completely damaged. This went on for months and there were at least five deliveries! I was told I had to pay for an upgrade for more expensive, more "sturdier" cabinets. They forced me to buy more expensive cabinets, which I didn't want or need. This went on for months and at the end of April, I decided to cancel everything. I had returned their cabinets and request my full refund of more than $18,000. More about that later.
The Home Depot contractor tells me I just HAD to have my kitchen floors ripped up BEFORE the cabinets were to be installed and have a new floor installed, which he charged me thousands of dollars to do. A flooring professional came to my home and told me all I needed was a "floating floor" to place over the existing floor, and that would only cost me around $500.
After Home Depot received all the cabinets, I again called the store to check up on my refund. They REFUSED A FULL REFUND! They claimed that because I signed a contract, I had to pay them a 30% restocking fee! I was outraged and explained to the assistant store manager that in no way was I going to pay them anything, this was a breach of contract on their part because it's now April of 2007 (signed contract back in Nov. 2006!!) and in fact, they owe me for all the missing time I had to take off from work to supervise all these deliveries and pick-ups of their damaged cabinets.
They refused that offer, but at the end of our 40-minute phone conversation, the asst. store manager assured me he would be refunded the ENTIRE AMOUNT of my kitchen project, which totaled more than $18,000. It's now late May, several weeks after I was a promised a full refund. I just received my Home Depot statement and the full amount of the project is STILL on my bill!
I again called the Jericho Home Depot store, and they now tell me that I will not be refunded the entire amount and owe them over $700 for permits that had been filed to begin my renovations. I told them this was fraud! The asst. store manager PROMISED ME A FULL REFUND and I have this conversation on tape.
Regardless what happen next, I will never purchase anything from ANY Home Depot store and have told everyone I know to support my boycott of such a fraudulent company. This should not happen to any customer and I hope they continue to suffer financially for what they have put people like me through.
SEATTLE, WASHINGTON -- We walked into Home Depot knowing exactly what we wanted. We pointed at the GE Profile Harmony washer and dryer and said, "We'll take it." The guy rang it up and told us we had to finish the transaction at customer service. Before we left we told the salesmen to please make sure the paperwork comes up in our name. Home Depot takes great pride in demanding all your personal information and keeping it in their systems. We got up to customer service and sure enough the receipt was not in our name. Same last name, but some other person's first name. They tried to tell us it didn't matter.
We told them if we wanted to get our tax rebate for buying an energy star appliance it needed to be in our name. Back to the appliance section we went. The sales girl rang it up (the original salesman has gone immediately off shift after our purchase). We back up to customer service and none of the price discounts has been included. This meant yet another trip to get it corrected.
We were supposed to have our washer and dryer delivered the first time 2/24/07. The delivery and installation were not going to be easy. They had to be brought in the back of the house, down some stairs to the basement and squeezed into the laundry room. But hey, Home Depot didn't specify any delivery parameters. The delivery guy shows up and tells us our site isn't ready. The plugin is not correct and the plumbing will have to change because the washer machine is so much more powerful (LIE #1), we won't be able to let the washer machine drain into the utility sink, it's much too powerful. That's what he told us.
He suggested we refuse delivery to keep our options open. Because if we refuse delivery Home Depot has to reschedule which would give us time to make the changes necessary. If we took possession Home Depot wouldn't have to do anything for us. Needless to say Home Depot didn't tell us any of this, probably because everything other than the plugin (which was a 5 minute fix) was complete BS on the part of the delivery driver. By this point the delivery driver's helper had taken the washer and dryer out of their protective boxes.
We saw this and said we'd take possession after all because we didn't want our $2000 dollar washer and dryer bouncing around in the back of his truck. He assured us it was going straight back to the warehouse and would be protected, but that he just cancelled the order so if we took possession he wouldn't get paid. So once again, like idiots, we trusted this guy. Needless to say we went to Home Depot. To their credit they gave us the dryer plugin we needed and an extra 10% off. They also told us the washer machine used half as much water as normal machines and would have no problem draining into the utility sink (the nice LIE told by the delivery scumbag).
The second delivery was scheduled for 3/3/07. The delivery driver didn't even bother to show up. He called at 5:30pm did not stop by our residence-but called to tell us our merchandise was damaged and did we want to take possession? We were naturally upset as he assured us this wouldn't happen. Once we told him we wouldn't take possession of damaged goods he abruptly HUNG UP. We immediately called customer service and reported him and told them NOT to send this delivery driver to us again.
Delivery was rescheduled for 3/7/07. We waited and no one showed up. We called customer service to ask where the delivery was. It was at this time we were informed that we had been black listed for threatening the delivery driver with a gun. No one from the company had ever called to inquire about this, no police were called and no complaint was lodged with the authorities.
The bottom line is this delivery driver came to our residence the first time and saw how hard the install was going to be and didn't want to do it-what's he care he apparently gets paid either way. He lied to us the first time telling us to refuse delivery because our site wasn't ready. We trusted him as the installer and took his advice only to find out from Home Depot he had lied to us. The second delivery was late on a Saturday. He didn't even stop by and show us the merchandise-only telling us it was damaged via the telephone. This also turned out to be a lie as we have the very same washer and dryer in our home TODAY.
Where is the paperwork from the company saying we refused the merchandise? My entire complaint is that this company took my money for their services, lodged a FALSE accusation against me without any substantiation whatsoever and then refused to follow through with the service I paid for, keeping my money. I thought we were innocent until proven guilty in this country? Threatening someone with a gun warrants a call to the police. Their records say I refused delivery, that's difficult to do when no one shows up. You have to fill out paperwork to refuse a delivery. So where is it?
There is no logical reasoning to their accusation. The driver calls us to tell us our merchandise is damaged and do we still want it and what? We say no and if you bring it here we'll shoot you? I didn't spend 6 years in college to make asinine comments like that. That is the bottom line. The delivery driver stood me up and when I called to complain to his company about his rude behavior he lied about me to protect his job. I want my money back for a service I paid for that they never provided.
I take the utmost umbrage at being accused of threatening someone as gunpoint and I will fight this to the very living end.
This is getting old and I wish consumers would smack these companies down with the power of the purse. We are the customers that are lining their pockets and when they are out right STEALING from us they treat us like DIRT.
DON'T BUY APPLIANCES FROM HOME DEPOT AND LET THEIR DELIVERY DRIVERS INTO YOUR HOME!!!!!!
EDEN PRAIRIE, MINNESOTA -- I am writing to document the dangerous and frustrating experience I had with Home Depot / A-ABC Appliance & Heating / Total Comfort following the installation of a new furnace and air conditioning system in June of 2013. While the installation appeared satisfactory at the time of installation, it wasn't until Oct 20th that I discovered a gas leak left by the installers which caused me to take a more in depth look at the service I received from Home Depot / A-ABC / Total Comfort.
On Oct 21 a service technician arrived from Home Depot / A-ABC / Total Comfort to repair the gas leak. The technician found and documented that the leak was caused by a damaged fitting that had been used by the installer. Gas leak testing by the installer could have easily uncovered the mistake. Apparently there was no gas leak testing. While the problem has been corrected, gas had been escaping into my home for 20 weeks. I requested that Home Depot / A-ABC / Total Comfort refund my installation costs and re-inspect my furnace and air conditioning for any additional mistakes.
Home Depot / A-ABC / Total Comfort refused any adjustment to the installation cost but did agree to re-inspect the furnace/AC. The re-inspection appointment was then cancelled because of a conflict with the technician's schedule. I then scheduled an appointment with another HVAC company for re-inspection. **, my salesman, did reassure me that there would be no charge for replacing the damaged fitting and stopping the gas leak. That work, he reassured me, would be covered under my warranty.
While the gas leak was the most serious and dangerous error made by Home Depot / A-ABC / Total Comfort, there were several other mistakes made that caused significant frustration and hours of follow-up time to correct. Those errors were as follows. The $200 rebate from Rheem (the furnace manufacturer) was temporarily lost in the mail because Home Depot / A-ABC…/ Total Comfort had given Rheem the wrong address (wrong zip code). Follow up work by the mailman and post office did result in the rebate check being delivered.
A $300 rebate from Center Point Energy and a $450 rebate from Xcel Energy also listed an incorrect house address on the application form but were eventually delivered to my home. A fourth rebate ($100 also from Xcel Energy) had the incorrect address on the application and never did arrive at my home. According to Mr. ** this was the fault of Xcel Energy because they “lost” the rebate application. Once this rebate was resubmitted I did receive the $100 approximately 3 months after furnace installation.
While reviewing the rebate paperwork I did notice that my address and zip code, while incorrectly written on every rebate application, was correctly written on the A-ABC / Total Comfort invoice and Home Depot invoice. When going through the furnace installation documentation in October, I found a letter from Home Depot / A-ABC / Total Comfort explaining that the customer, not the contractor, was responsible for arranging final code inspection for the furnace/ AC installation.
While discussing the inspection process with the city, I discovered that the appropriate permits were never pulled for my job by Home Depot / A-ABC / Total Comfort. Apparently an electrical permit was pulled but a mechanical permit was not pulled. When I mentioned this to Mr. ** he looked into the issue and told me that it was the city's error. In an unlikely coincidence, the city told the contractor that a mechanical permit was not required for installing a furnace and the contractor apparently agreed and (at least temporarily) saved the $186 permit fee.
In conclusion, I must say that had I been a less observant customer, I would be living with a gas leak approximately 18 inches away from the furnace flame, I would not have received $300 in rebates, I would not have had my furnace installation inspected by the city and the appropriate permits would never have been pulled.
My hope is that this information will lead to a review of the technical, financial and administrative competence of Home Depot /A-ABC Appliance & Heating / Total Comfort and that it will serve as a wake up call to as many current and future Home Depot / A-ABC Appliance &Heating / Total Comfort customer's as I can inform.