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Home Depot Furnace Bait and Switch
Rheem Furnace - Complaint
Review by murphy1925 on 2013-01-02
Rating: 
NATIONAL, ILLINOIS -- In November I called the advertised number, 855-295-3767, for Home Depot furnace installation after seeing an in-store sign for a 65k btu furnace for $1900 installed. I gave the phone representative my information and she said a local HVAC company would call within a few days to schedule an estimate. After more than 2 weeks with no call I call Home Depot. They blamed the local co. and said they would get them right out. Another week passed.
Finally I called the local co. and set up a time. They came and measured and said H. D. would get me an estimate in a few days. Another week went by. I called Tina at H. D. once again, she said she had the est. and would get right back with me. 3 weeks later--no estimate. I called H. D. and spoke with Tina's manager, Lynn, told her the story and she said she would investigate. 5 hours later she called and said she had my estimate--$2744...almost $1000 more than the advertised price for the exact same furnace. I asked why they didn't give me the price shown at the store and her only reply was that that price was the "starting at" price. She had no idea why mine was so much higher. Nor did she seem to care that it took 2 months just to get me an estimate.
All in all, a horrible experience with Home Depot...and more so, the company they hire to set up furnace installs.
I will also be contacting other consumer protection agencies.
Update--Sure I understand all installs are different and that an estimate is needed, but my case couldn't be any simpler unless it was on ground level. They have to take it down one set of stairs and replace it with the exact same size set up. No new ductwork, no gas lines to run...remove the old, install the new. It seems excessive to think the additional $1000 is for taking it up/down one flight of stairs to a finished basement.
In any case, thanks for your comments
Finally I called the local co. and set up a time. They came and measured and said H. D. would get me an estimate in a few days. Another week went by. I called Tina at H. D. once again, she said she had the est. and would get right back with me. 3 weeks later--no estimate. I called H. D. and spoke with Tina's manager, Lynn, told her the story and she said she would investigate. 5 hours later she called and said she had my estimate--$2744...almost $1000 more than the advertised price for the exact same furnace. I asked why they didn't give me the price shown at the store and her only reply was that that price was the "starting at" price. She had no idea why mine was so much higher. Nor did she seem to care that it took 2 months just to get me an estimate.
All in all, a horrible experience with Home Depot...and more so, the company they hire to set up furnace installs.
I will also be contacting other consumer protection agencies.
Update--Sure I understand all installs are different and that an estimate is needed, but my case couldn't be any simpler unless it was on ground level. They have to take it down one set of stairs and replace it with the exact same size set up. No new ductwork, no gas lines to run...remove the old, install the new. It seems excessive to think the additional $1000 is for taking it up/down one flight of stairs to a finished basement.
In any case, thanks for your comments
Comments:
Posted by CUontheFlipSide on 2013-01-03:
You say that they told you that they would do an estimate. So you knew from the get-go that it wasn't likely to be $1,900, so I don't see how that is deceptive.
Every installation is different. I just had my own furnace replaced and was pretty surprised in what was involved. They can't know what to expect until they see what they have to do, and that's what the estimate is for.
Beyond taking so long for the estimate, I don't see that they did much wrong here. And even at that, you'd have to admit that this is their peak season and they're probably pretty busy.
Every installation is different. I just had my own furnace replaced and was pretty surprised in what was involved. They can't know what to expect until they see what they have to do, and that's what the estimate is for.
Beyond taking so long for the estimate, I don't see that they did much wrong here. And even at that, you'd have to admit that this is their peak season and they're probably pretty busy.
Posted by trmn8r on 2013-01-03:
Someone should be able to explain why the estimate was what it was, and HD shouldn't be surprised when the (potential) customer asks.
Posted by BigAl on 2013-01-03:
There is no way that a final price can be included in a furnace install at the time of purchase. That is why the employee said the price starts at $1900. I would assume the price in the store was stated this way although it may have been in smaller print. There are just too many variables in installs in different homes.
Posted by ok4now on 2013-01-03:
Home Depot lured you in with a cheap price. This price was a starting estimate due to variables. They use subcontractors for the install so now the price changes again. This is not bait & switch. This is what you get from a box store who is now the middle man trying to make a fast profit.
Posted by At Your Service on 2013-01-03:
It is true that there are variables to consider when purchasing a furnace. There's no way that you can purchase something of this nature with a one size fits all mentality. Consider the difference between a small cottage style home compared to that of a mansion.
Posted by clutzycook on 2013-01-03:
Sounds a lot like tire stores. A particular style of tire starts at $40, but has anyone ever seen a car that is able to take that $40 tire?
Posted by murphy1925 on 2013-01-03:
Sure I understand all installs are different and that an estimate is needed, but my case couldn't be any simpler unless it was on ground level. They have to take it down one set of stairs and replace it with the exact same size set up. No new ductwork, no gas lines to run...remove the old, install the new. It seems excessive to think the additional $1000 is for taking it up/down one flight of stairs to a finished basement.
In any case, thanks for your comments
In any case, thanks for your comments
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