Ohio Attorney General

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Home Depot - Fraud on Return Policy & Service
Posted by on
MIAMISBURG, OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.

I purchased a $400 Pressure washer on 7/4/04. On the second use, the pressure washer malfunctioned losing pressure. I returned to the store with receipt on same day, 8/21/04. Was told I could not get exchange or refund; the item must be sent to service. Charges may be incurred. I explained it must be warranty, only 6 weeks old and used once before. I received call today that repaired washer was back and charges were $42. I called store manager and stated that charges should be covered by warranty and why wasn't I able to get exchange or refund in first place, since website clearly states in-store return policy was 90 days w/receipt. I was told that he would have to read policy and return my call. He called me back a few minutes later and told me it was 30 days on power tools (stated no where in return policy). He stated I must pay for the $42 service. I called Home Depot Customer Care line (1-800-553-3199). I spoke with three different people, the third being a supervisor who I had to insist I would stay on the line unless I was able to speak to him. All three insisted that the store manager was telling them the pressure washer also had a broken wheel when it was brought in. (How did I wheel it in the store then? Nothing was wrong with wheel at time of drop-off). The store manager also states the pump kit was replaced and is not covered by warranty. Customer care states they must abide by store manager's decision.I checked with the manufacturer warranty, the manufacturer themselves, an authorized service center, and finally Home Depot's local service center depot where the service was done. They are checking into it and will let me know what repairs were done tomorrow morning. Their own service center verified that it sounded as if should have been under warranty however and the wheel could have been damaged in transport to them.

I have never been treated like this by a retail organization. This company needs some definite action taken against it, especially evident by the amount of complaints I see on the web about them.

As a resolution, I would like the following:

After insulting me and wasting my entire afternoon, losing one week of time using my new pressure washer, damaging my pressure washer and then stating I neglected it and must pay for repairs, I want a full refund for the pressure washer purchase credited to my credit card and I will never, never deal with Home Depot again.

To protect the innocent consumers that shop there unknowingly in the future, I want action taken against Home Depot so that they must stand by their return policy or clearly spell out what other merchandise does not fall under the 90 day exchange/refund period.

I want the Store Manager of the Miamisburg, OH store given a written warning in his personnel file and any other disciplinary action they see fit.

I want their repair policy to clearly state the condition the item was returned to them to protect the consumer from being accused of neglect or breaking the product and thus being charged for out of warranty service.

Please contact me if you need more details regarding this incident.
     
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you r stupid on 2004-08-30:
there policy on gas powered equipment is only 30 days. and once again I have to complain to people that just because you purchased something in any store not just the depot that unless they actually made the product they are not responsible to do anything, it falls under your warranty, but once again you are another lazy person who probably didn't read the warranty just thought you would do the easy thing and make the store take the loss. you could have asked them where you could have taken it to to be repaired under the warranty but you didn't so they sent it out for you and yes that costs money. people should be more educated shoppers.
Notenufftoyz4u on 2004-08-31:
Here is the deal. If you buy a name brand product from a Home Depot, Sears, lowes etc CHECK YOUR WARRANTY information. MOST of these stores policies are different on the products. Almost always you have to deal directly with the manufactor of the product, not the store you bought it from..........
Unsatisfied on 2004-08-31:
Why didn't YOU, as a "responsible consumer," verify the return policy of this item upon purchase, before leaving the store? Just because you chose to be unaware of the policy does not mean that the policy doesn't exist!
threedog on 2004-09-01:
I am currently updating my letter. Obviously I was not very clear or there are loyal Home Depot employees replying to my message. I would like to stress that 1)When I questioned the "store manager" about the return policy, he even had to go read it and call me back, so obviously it was not posted anywhere for me to see. 2)The repair charge I was being forced to pay was for damage to the wheel that I did not do. It was broken after I had taken it back to the store and must have occurred between transit to the repair center. 3)I have also found out that the "store manager" who was originally handling the complaint was not the store manager after all. 4)Customer care 1-800 line did not even bother to follow through with calling me back the next day. 5)The only person in this whole mess who was concerned and did follow up with me was the repair service that is contracted with Home Depot.
6)I found out yesterday who the "real" store manager was and he promptly removed the charges and apologized for the whole mess. In my opinion, a "smart" consumer is one who knows the laws regarding fair trade and follows up with the appropriate contacts to see that the problem is resolved. I do not "donate" money to large corporations; I expect good service, merchandise, and fair treatment in return for my money.
ectotracker on 2004-09-03:
I'm not a Home Depot employee but I can see by your letter that your one of those rich a-holes that doesn't have to do physical labor for a living and thinks that by making threats and stomping his feet like a spoiled child that he can get his way. If you people took time to read your freakin waranties and paperwork that came with your purchase you could save a lot tears.
shadowkillr32 on 2004-09-10:
Be lucky that the charge is only $42. It could have been 300. I hate it when these whiny people want a complete refund because there are tiny bugs in a product that can be fixed at a low cost.
zurc on 2004-09-17:
When you buy a product from a company such as Home Depot you expect them to stand behind it, not hide behind another company and say its there fault. I've had the same experience with the HD and I'll spend my money someplace else. If you don't have constructive inputs don't write anything. The comments I read in here are very childish and very Home Depotish.
Scrooge_killer on 2004-12-22:
Well, I hope everyone will boycott Home Depot they are a company of liars like you r stupid
brett10 on 2006-07-04:
my vr2500 blew a motor after 4 or 5 times of use. I don't know if anyone is going to cover this but it was a Briggs & Stratton 6.5 HP motor on a VR2500 Power Washer from Home Depot. I also had 2 defective guns that the company admitted was an issue and sent me a better gun.
Balanced View on 2011-11-16:
I understand your frustration with the power equipment warranty. It does appear to conflict with the overall 90 policy. I believe the conditions should be CLEARLY POSTED on all power equipment.

As for the service charge: The service charge that is normally applied is an "assesment fee" that is used to cover the cost of evaluation for items that DO NOT have warrantable repairs. For warranty repairs that charge is refunded. What you have to appreciate is that many customers literally have no idea what they are doing when it comes to power equipment and as a result about half of what is sent in for "service" actually has nothing wrong with it. This is a huge expense to the store and would be passed on to other consumers who would be left to "pick up the tab" were it not for the service charge. The other thing you need to appreciate is that the margin on power equipment is very small and if the store were not given the chance to fix small issues with products they would have to take a significant loss on every product that was returned pushing up prices to an unreasonable extent. I can't tell you how many times we have customers bring back "defective" power products that they have failed to put oil in. That didn't understand how to start the products, have hit debris breaking the product all clammoring for a "free replacement". This doesn't even address those customers who would get a product for the season and then bring it back at the end of the year as "unsatisfactory". We all get burned by unethical consumers. We try to provide the best outcome for the customer that is practical and ethical but sometimes we miss.
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Customer Service, Lack of Trained Employees
Posted by on
SILVERDALE, WASHINGTON -- Hello, I've shopped at Home Depot appoximately 10 times and each time I have received absolutely terrible customer service.

On one occasion, about a year ago, at the Silverdale, WA store, I was looking for a short piece of steel, flat stock, and when I asked one of the Home Depot employees where to find it, she told me that their store did not carry any steel and told me where to purchase it, roughly 70 miles away. I explained to her that I had bought such steel at a Home Depot in Oregon, and was sure that it was something that Home Depot carried, but the Home Depot employee insisted that Home Depot never has carried any steel. That afternoon, I drove the 140 miles round trip and purchased the steel that I needed. Upon my next visit to Home Depot, the following morning, I found the exact same pieces of steel that I needed, on the same isle as their nuts and bolts, with tons of dust on them. Because of Home Depot's untrained employees I drove 140 extra miles.

On another occasion I called Home Depot, again in Silverdale, WA, to inquire if an item was in stock, after being on hold for 20 minutes I hung up and redialed. Once I got through to the operator I explained that I had been on hold for 20 minutes, she apologized and explained that her and her boyfriend were fighting???

Yesterday I was in Home Depot, in Kelowna B.C., and looking for help, after 10 minutes I was able to find a Home Depot employee to help me. I asked the employee about some FRP panels that Home Depot carries and right in the middle of my conversation, he just left and started helping someone else? The exact same thing happened today as well, again at the Home Depot in Kelowna B.C.. I am at a complete loss as to the way Home Depot helps its customers and have vowed never to set foot in any of their establishments again.
All the best-Alby
     
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you r stupid on 2005-05-16:
If you knew that they sold that item why didn't you ask another associate where it could be found? Maybe that person was new or maybe they were thinking you were talking about something different. Don't blame them for you having to drive so far to get it.
LindaR669 on 2005-05-28:
Alby,
I am very sorry about this! I have had similar experiences at the big box stores. Why do you continue to put yourself through such grief? Why aren't you shopping at MCClENDONS? or Lowes? Please try changing stores. I would refuse to put myself through anymore stress at that store. Especially after you have been to many different locations. You surely have given them enough chances to prove themselves. And, if I were you. I would look up the corporate headquarter address which I believe is in Atlanta..just do a google search for their corp. location. Write a real letter to the CEO. That just might get someones attention. I certainly would ask for reimbursement for time,gas and all for the 140 mile trip you took which was unnecessary! STAND YOUR GROUND. WHEN THEY DON'T LISTEN...YELL LOUDER! LindaR669
LindaR669 on 2005-05-28:
Alby,
Just went back and read the post from a guy called you r stupid. He is wrong. I have sold product to Home Depot for years and I know how frustrating it can be to shop there. They have some great employees and a lot of workers who don't know or seem to care. When a worker doesn't know if they have a product,instead of arguing with the customer...They should go ask Management for help. Management will help! It is not your job to go around asking other associates for help. THAT IS THEIR JOB! You don't work there. LindaR669
ps. If you insist on shopping there in the future, go directly to customer service and ask for the Dept.Mgr to be paiged to help you.
miketech on 2005-12-09:
There is a local hardware store in Oak Ridge, TN "Downtown Hardware" or Knoxville "Schadd's" and they are both small but they blow Home Depot away with service. The whole time you are in there you have a personal escort to help you shop. They know their stuff too. I agree try a smaller store. You might pay more but the way Home Depot is pricing stuff now, I think you might pay less over all and espessially if you value your time.
bobbys on 2007-08-22:
is it allowed that Home Depot employees from the passaic nj store #0950 to moon light as licensed contractors when they aren't licensed at anything.to make repairs.and when they are schuled to work at the depot.but take off sick.but only to work somewhere elese.for pay as a lic contractor.they informed me when working for me that because they worked at Home Depot .the depot gave them the license.and Home Depot would be responcable for there work at my home.I have gone to that store a lot and see the employees stocking shelf or using the big lift putting things on the shelfs up hi.because an employee at the passaic Home Depot did electric work at my home and a small fire in my kitchen happened.made 5467.20 in damages.the fire department said it was doto bad electrical work.I filled a complant with the police in my town of wallington and took it to the store.where he works.but they say he don't work there yet I see him every time I go there working asked at the desk for that mans name they told me charlie valehradsky.when you ask the manager he never heard of him. and yet he is working there how is that wright.( I guess its like you say hire from the ghetto get screwed)
Senfel on 2007-10-17:
the most likely thing is, you always complain, and have been labelled and recognized as such, therefor the associates who remember you avoid you or just don't care to help you anymore.
likely you have either gotten employees a sitdown with a manager, or even fired.
Skye on 2007-10-17:
Senfel, it may also even be possible the op of this complaint, may have moved on. It was written in 2005.

~~JMO~~
Salvatore on 2008-03-17:
I sent my teenager to Home Depot to get me a washer for the leaky hot water valve under the kitchen sink which had a disintegrated washer. My son returned and said the Customer Service dude told him that he didn't need a washer. The dude sold my kid a faucet extension, which didn't help and had nothing to do with the problem. I sent my teenager back and another Home Depot customer service dude said the first dude was at lunch (this was 7:30 pm in the evening) and he told my kid there weren't any washers of the kind I was looking for. The dude checked some boxes but my kid said the washers this dude was going through were two to three inches wide. So my kid gave up on Home Depot altogether and went to Lowe's and in a few minutes the people there gave my kid a $1.50 box of O-ring washers which fit fine. And yeah, Home Depot Sucks. It's like going to a computer super store and being sold motherboard RAM memory to put into your MP3 player with the SD slot.

Home Depot = Duh
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Wireless Retail Fraud
Posted by on
MIDDLEBURG HTS, OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident

On Dec. 12, 2004, my husband and I stopped at a Wireless Retail booth. We wanted information only on different wireless plans.
The Salesman we talked to, John George informed us that he was also a district manager for the company. I told him we couldn't do anything until after Christmas Eve because that's when our contract with T-Mobil would expire.
He showed us a nice plan from Cingular which we were interested in. They were also offering free flip phones and camera phones with rebates.
He informed us that we could go ahead and start our Cingular plan that night and just keep our T-Mobil plan simultaneously until the 24th of December and then cancel.
He claimed it would be an overlap of service. I told him I wished to keep my same numbers. We had a family plan with 4 phones and it would be easier to keep the numbers. We live close to the store so he told us to go home and get the T-Mobil bill and it would be no problem to port the numbers to Cingular, which is what we did. He had the Cingular service turned on the evening of Dec. 12th.
The phones from T-Mobil did not work anymore but I was told the numbers were turned off but I would have to disconnect the service myself.
On Dec. 27th, I called T-Mobil to disconnect my service. I was told that my service had been disconnected as of Dec. 12, 2004. I couldn't understand it because I said I had not authorized it. Now I find out that as soon as they ported the numbers to Cingular, this automatically disconnected my T-Mobil service, which now has resulted in a $200.00 per phone termination fee, which is reflected in my $800.00 bill from T-Mobil.
We feel that Mr. John George, gave us erroneous information that we relied on because of his expertise and position to Wireless Retail to know how to advise us correctly.
Now we have been financially damaged.
We had no intention of cancelling our T-Mobil account early but this is what was done when Wireless Retail ported our numbers to Cingular.
As a resolution, I would like the following:
I would like to have Wireless Retail take care of the $800.00 termination fee to T-Mobil.
Please contact me if you need more details regarding this incident.
     
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tracker on 2005-01-05:
Sorry for your situation. Seemingly Mr. George gave you erroneous information or at least failed to inform you of potential complications by changing your numbers early. Possibly a case of ignorance... who knows? A couple of questions may be of help. Was service paid for and payment accepted through Dec. 27th? If so, contract was fulfilled and you are under no further obligation. Again read your contract with T-Mobile (wording is important here). Does it anywhere state that non-use or removal of a number shall be deemed as a termination of the contract? You did not actually terminate the contract with T-Mobile, you only stopped using the service. Not using a service is different than terminating a service. Are they implying you must USE the service... that you must make phone and/or receive calls? If one of your phones had been stolen and you stopped service of that number this would not be a termination of the contract, however you would still have to pay for the stolen phones' service. Take them to court seeking judgment and fees. An honest judge will see the truth and decide fairly. Note* It has been my experience that Magistrates sometimes make poor "off the cuff" decisions. If asked whether you want the case heard before a Magistrate or a Judge... choose the judge if you want a shot at appealing an unfavorable decision. Hopefully you will not have to go this far and if T-Mobile is any kind of a reputable company they will accept that obligations paid through Dec. 27th have fulfilled or will fulfill the contract. If not... take 'em to the mat... I mean court.
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see profound negligence in appliance repair service
Posted by on
DAYTON (MIAMI TWP.), OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.

please go to my3cents.com and see the complaint I wrote along with others against American Home Shield. My e-mail: [removed]

As a resolution, I would like the following:

I want American Home Shield to reimburse my out of pocket expenses, for which they have receipts, reinstate my contract at their expense, for the weeks of flooding I endured due to the profound negligence in repair service, and, I would LOVE an apology, simply because it would help restore the faith I once had in AMERICAN Home Shield!

Please contact me if you need more details regarding this incident.
     
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moneybags on 2007-07-31:
I had problems with my efrigerator and the "serviceman" the AHS sent out was so inept, I don't think he could change a light bulb without the manual. Long story short, afetr 2 service fees, a fridge that still leaked, didn't cool and hundred of dollars in spoiled food, I advised AHS supervisor that I was going shopping for a NEW refrigerator! I had a new serviceman out within 2 hours! It was a clogged drainline and a shot of freon!

Then I contacted the same supervisor and advised that if they paid the first serviceman, they were paying for a nonrepair and they should cancel their contract with this fool. I also asked for a refund of the service fee. I received the refund and a gift certificate for a future service fee. Rough going for a while, yes. But I insisted and did receive satisfaction.
moneybags on 2007-07-31:
I had problems with my refrigerator in April 2006 and same problem again in October/November 2006 and the "serviceman" the AHS sent out was so inept, I don't think he could change a light bulb without the manual. Long story short, after 2 service fees, a fridge that still leaked, didn't cool and hundreds of dollars in spoiled food, I advised AHS supervisor that I was going shopping for a NEW refrigerator! I had a new serviceman out within 2 hours! It was a clogged drainline and a shot of freon!

Then I contacted the same supervisor and advised that if they paid the first serviceman, they were paying for a nonrepair and they should cancel their contract with this fool. I also asked for a refund of the service fee. I received the refund and a gift certificate for a future service fee. Rough going for a while, yes. But I insisted and did receive satisfaction.
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Gateway Corporation
Posted by on
DOVER, OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.

Ref: Serial #0022184179
Service Request #2-113 4311976
Sent letter to Mr. Theordore Waitt, CEO
Corporate Phone No. 858-848-3401
Gateway sold me a computer and monitor that has constantly been a problem. They finally made me pay to send it back to them even though it's still under warranty. Now they can't give me any information as to what's going on with my computer. They received it November 19,2003. I've spoken to 3 managers, including the corporate office. I've faxed the CEO 3 times. No one will get back to me. Meanwhile I have no computer.

As a resolution, I would like the following:

Gateway needs to send me a computer that works or refund my money. Meanwhile, my computer is at their service center in Littlerock, Arkansas and no one can contact the center and give me an answer as to what's the status of my computer. I paid for something I don't even have access to anymore. I want Gateway to respond to me. They have every number to reach me and they refuse to do so.

Please contact me if you need more details regarding this incident.
     
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Gasoline prices
Posted by on
LIMA, OHIO -- As a honest consumer from your state, I felt it was my responsibility to bring to your attention the following incident.

Why does the gasoline dealers and company operated gas stations change gasoline prices three times per week in Lima, Ohio? The third time is on week-ends which is the highest. There is no way that the wholesale price is changing to them that often. They all are doing this within a few hours of each other.

As a resolution, I would like the following:

I would like to see them stop playing this price game and gouging the public.

Please feel free to contact me if you would like more details regarding this incident.
     
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Anonymous on 2002-02-07:
If you don't like what they do, too bad! Businesses are allowed to set their own prices for their goods, and they don't have to bear any relation to wholesale prices. Free enterprise, baby!
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Billing Dept refused to file medical insurance
Posted by on
COLUMBUS, OHIO -- As a honest consumer from your state, I felt it was my responsibility to bring to your attention the following incident.

I am unable to get the Billing Dept to file my claim with my primary insurance carrier. I have called numerous times, faxed and written to Tiffany, in the Billing Dept, however she refuses to file my claim. My primary insurance carrier will not pay after six months and they are a participating provider. They are billing me for the charge and it is covered at 90%. Time is of the essence and it remains unfiled. The date of service for the medical charge is March 19, 2001.

As a resolution, I would like the following:

The claim needs to be filed.

Please feel free to contact me if you would like more details regarding this incident.
     
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