Home Depot Consumer Reviews - Page 4

ARLINGTON, TEXAS -- I purchased a 50 gal Electric water heater (12 yr Warranty), along with Home Depot installation and an ESP (Extended service plan) paying another $99 for the worry free repair and replacement. This purchase was made in 2008. The water heater worked for 7 years. Started having problems. Free service because of ESP, 4 service visits to repair each time one of the items being replaced. Good way for service tech to milk the warranty company...

After 6 months in Feb 2016, the heater went dead. Called the warranty company (Assurant) and they dispatched a service tech - He made 1 visit to Reset the ECO switch. Next day died. Then made 2 trips to take measurements to work on a new heater under warranty claims because it was UNREPAIRABLE. While doing this he submitted a wrong service # off the heater and the warranty claims was denied as though I was a cheat and making a fake claim.

Anyway after 10 days of phone calls they decided to pay a prorated balance of water heater cost and said that is what is called "REPLACEMENT IF UNREPAIRABLE". They won't cover installation cost etc. You just get a check for a part of the water heater cost to buy a new one. Believe me that's what I found out the hard way while the sales people tell you free replacement. NOT SO.

RICHMOND, CALIFORNIA -- I am so exhausted from all the frustrating details. At this point all I have the energy to say is - it seems like I'm their first customer and they are learning as they go on my job. It is far from finished at this point, it's been a month, and I've had to spend so much time trying to get this job done... It is just ridiculous!

Overall - terrible explanations, communication, planning and organizing between the different companies they subcontract with, Home Depot, and me, wrong information given to me which sent me on a wild goose chase for a sink that would not fit... and on and on... and very slow progression of this job that was suppose to take 3 weeks. I can't book anything on my days off because I am keeping them open for the next step of this project which requires me free during the day... and it has gone on way too long!

NATOMAS SACRAMENTO, CALIFORNIA -- Home Depot countertop was not trimmed properly to allow the refrigerator to slide in the 36" space. After several phone calls and trips to the Natomas store, tagged the installers to correct the problem, still NO response after 6 weeks!! I had to pay someone to fix the problem.

Similar problem with special order 8' Bi-Fold doors that were too narrow even though the HD salesperson checked with Masonite factory before ordering. Masonite regional representative promised to correct the problem but no response 3 months later despite several telephone calls to HD and the supplier - Masonite. Don't do business with the Natomas store! Customer service does not exist!

AURORA, COLORADO -- Been doing business with them for years, now for some reason they feel ALL customers are thieves. Each person is checked upon departing and searched. That is unwarranted and I cannot do business with someone that feels their clients are thieves. They may have a problem, well that's not my problem. But the insinuation and inconvenience is my problem. An easy way to fix their problem without inconveniencing their customers is mag strips and more cashiers. I won't shop at Costco or Sam's for the same reason.

One time when I was with a friend at Sam's around the corner I remember waiting in their exit line for twenty minutes. This only took five but still, who's paying me for my time they are taking up. Or is this just their opinion that your time doesn't matter. Doesn't matter that it's 5 minutes of five hours taking your time to search you is an implication you're stealing. A blanket accusation on all customers is just plain wrong.

I also tried to talk to them, and was even more somewhat surprised that they didn't really much care. Including being told very quickly into the conversation, "Sorry you feel that way, have a nice day". Wow?!? So denizens of the net, please don't shop there. That kind of attitude is wrong. Plain and simple. Their competitor is not far up the road and I will be finding myself going there from here forward. Thanks for your time reading this.

MERRILVILLE, INDIANA -- Most all the same things happen to my tractor where they claimed they would not fix anything. My tractor is also a LX 460, v deck belt had to be replaced twice year. The day I got the tractor I went to put it in reverse and it shot me across the street in forward, they came and got it and fixed that. Now the rear end is out and the only place you can buy toro trans and parts is Sears. You should replace all these töros that were sold from Home Depot at their cost. Dollar for dollar, you cannot get a better piece of junk, never buy from there again or toro. Don't understand why Toro would put their name on such junk.

INDIANAPOLIS, INDIANA -- We all know the customer isn't always right. Except, when you have lazy, incompetent management trying to get people out of their hair... and they have an installer to blame. Then the customer gets whatever they want. The next time you scream and throw a fit and want your install for free, just remember - even if you say the installers did a great job, they'll still take every dime and then some from the installer to pay you back. Without saying a word - it just comes out of the pay and takes 3 years to fix - if ever.

If they don't ever have to admit they're wrong, they won't. Big box prices with a promised million dollar install, and even when you give it to them some people just won't be happy - I get that. But by the time the messages are passed from 1 middle man to the next, the installer has already been thrown under the bus.

Why aren't there enough installers to get jobs in quickly? Here's a hint - because they don't expect to pay for others' mistakes, and expect to be paid for what they've done. 50 pages of You're a subcontractor, you determine your pay, but I can't get paid for the work I've done? How does that work? How many great installers have you lost because you screwed them over? And the "entitlement" issues at the store - we can treat you however you want, you have to do this job. Good luck.

ARIZONA -- I use to do subcontracting work for a company that Home Depot hires. I have been doing the work for over a year and that company decided that they were going to basically steal and keep my money that was owed to me. In desperation since my family had lost everything our home, our cars and are now living spit up with family I sent a letter with all the facts to the CEO of Home Depot. I honestly didn't think that anything would have come of this. I mean the CEO of Home Depot getting an unknown email. I mean really....but to my surprise he read it....he had one of his staff members take the time to call me and respond to me. Needless to say with her help the contractor that had hired me to do the work is sending us our money.

I will always recommend anyone to shop at Home Depot this is a company that really does care about the small guys and the family owned business. Thanks to them my family will be able to restart our lives and get moving forward.

Thank you Mr. Menear!!!!!

I will be a Home Depot customer for life and would work directly for you any day of the week!

LAKE FOREST, ILLINOIS -- My Letter to the CEO
Mr Blake,

Based on my experience with your HVAC installations escalation team, I'm certain that your inbox must be flooded with issues, so I will attempt to keep this short.

The statement "CUSTOMERS FIRST!" in the signature line for the team should be removed. Under the lead of Brandi Hyde, I'm ready to cut up my Home Depot card and post on every BLOG and anywhere anyone will listen a very strong warning about doing business with Home Depot. Ms Hyde claims to work directly with you, so I figure you are my last line of escalation.

On July 7, 2013 I went to Home Depot to get a 75 gallon hot water heater replaced. I was up-sold tankless and told that 3K vs 2K expense would provide, energy savings, consistent water temperature and better warranty/reliability. When the sales person (Sal) got to my home, he warned about a 3K tankless providing less pressure and again up-sold me to a 7K solution with "better pressure", "better temperature control" and incredible warranty and reliability. I agreed to his solution and he committed to have the dual tankless system installed in 24 hours and provide me with 24 mos interest free financing on my Home Depot Card. The following timeline (approximate from memory) took place.

1.) 7-8-2013 asked me for a $500 deposit on another card, so he could get the job done "today" as promised and the rest $6600 would be charged to my Home Depot card interest free for 24 mos.
2.) 7-9-2013 Sal called back said they couldn't install today and would install a temporary 50 gal for approx 1 week.
3.) 7-10-2013 Sal called back saying they couldn't install the $7100 units per my city requirements, but, could install a $9600 system, I declined. He called back about an hour later and said he could put the even better units in for $7600 which would give me everything promised and re-circulation. Once again I was uphold and agreed to the new number.
4.) approx 7-14 they removed the 50 gal temp unit and installed new Navien 210a units starting at about 8am. When I got home at 7pm, they plumbers were still there on a smoke break reading the manual. The plumber Tom admitted he had NEVER installed a dual tankless and had no idea how to start of connect the units. (I own a 200 person IT firm and work with technology all day) I offered to help, and Tom thanked me for being patient. I was able to find the grommets and cross connect the two units and start them. They provided sporadic hot water temperature control and my water pressure was 50% of even what the 50 gallon unit produced. Tom assured me that they would send an expert to my home to complete the install in addition to finishing the electrical work and begged me to sign the install form on the fear of him getting fired. I noted the deficiency of the electrical work and signed the form.
5.) approx 7-19 after 5 or more calls, I got confirmation that the "busy" electrician would be to the house and the low water pressure and temperature fluctuations were due to my old water heater. The company sent their "master plumber" Mike out, who pretty much told me they did everything right even though the building inspector disagreed. Upon refusal of the building inspector to sign the installation Mike and his team worked for a full day to comply with the building inspectors request. I still had the same pressure and temperature fluctuations. Mike said they were done and the temperature and pressure fluctuations we my problem, even after I explained I didn't have these issues with my 75 gal or their temporary 50 gal water heaters. I opened a case with Jasmine Tally who offered no support just kept calling they company who screwed up the job and claimed it was good.
6.) Home depot charged my Chase card without authorization for the balance of $7100 – I will skip the 3 pages of writing to get to the end – James of DRF, who agreed to refund the un-authorized Chase charge and only charge my Home Depot card when the install was completed per the manufacturers specs. I can forward that email upon your request.
7.) More than 10 calls with Jasmine took place asking for repair, with no results. I corrected 80% of the issues at my own expense.
8.) DRF/Jasmie/Brandi have all given excuses, the electrician is on vacation, etc but, keep promising to correct the electrical work – It's 8-28-2013 and still not finished current promise is 9-3-2013 at 8am.
9.) 8-20-2013 The manufacturer asked me for photos of the install, I sent them to Navien and they replied next day telling all concerned that the install is NOT correct and does not qualify for warranty coverage. I emailed their written opinion to Jasmine on 8-21-2013.
10.) 8-22-2013 I contacted Jasmine when I got my HD charge bill. Once again the company charged my card without completing the job and no longer here-say it was against the WRITING in both DRF and Home Depot possession.
11.) 8-23-2013 I asked for escalation from Jasmine – After calling back at least 5 times zero out, etc I was assured a supervisor would call me within 24 hours.I did not hear from the supervisor Brandi until 8-26 after 6pm. We exchanged emails and Brandi committed to call me 1st thing in the morning 8-27 to address the issues I emailed her the night prior. No response or call from Brandi, I waited until 1pm (her time) and emailed her. She replied that she would call by 3:30pm, not bad, but, once again late 3:35pm.
12.) 8-27-2013 – Brandi asked till no later than 12pm today and called at 12:14 today – She basically said they don't need to comply with the manufactures installation procedure and they were justified in charging my HD card against the agreed upon writing and she works directly for the CEO and I have NO escalation.

Based on the above, my instinct is to reach out to the attorney general and see if criminal charges are an option for fraudulent use of my credit card, in addition to a civil attorney for damages done to my home, loss of use, etc.

I hope that Home Depot CEO level will not let this happen, as I'm really tired of dealing with this issue and don't want it on my mind for the next 6 to 12 mos during a legal ordeal. I will give you or your team until 9-3-2013 to create an acceptable plan before I take my documentation for legal disposition.

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!!