Home Depot - All We Wanted Was a Refrigerator
Appliances - Complaint
GAITHERSBURG, MARYLAND -- We purchased a refrigerator from Home Depot. We have an existing refrigerator with an ice maker. The installation requirements with our order stated that we have to have a water shut-off valve (for the water line going to the ice maker) within 6 feet of the point of entry on the refrigerator. Our water valve is under our sink and 4'10" away from the point of entry on the refrigerator.
Installers (Town Air Freight, a subcontractor of Home Depot) show up and refuse to install new refrigerator because we do not have a water valve DIRECTLY BEHIND the refrigerator. The installer insists that "Maryland law" requires the valve be directly behind the refrigerator. He also says that he cannot touch our water shut-off valve because it is under our sink. He refuses to install the new refrigerator or give me time to call the store and clarify their policy. He leaves with our new refrigerator, but enters it in the system as "delivered."
We repack all our food into our existing refrigerator and begin one of the most frustrating customer service experiences of our lives.
We call Home Depot and they say that the installer should have installed the refrigerator because we meet the requirements (shut off valve less than 6 feet away). Everyone from Home Depot that we speak with (store manager, appliance department manager, corporate office) insist that our set-up meets the requirements for installation, even if the valve is under the sink.
After multiple calls to the installer, it is finally clarified that the issue isn't a state law, but rather that Home Depot only sells kits that have a 6 foot-long hose to connect to the water valve. Because the line needs to have slack, this isn't sufficient when the distance is more than one or two feet.
I end up on a four-way call with Home Depot's corporate office, GE (the appliance distributor), and the installer (Town Air Freight). The installer says that they cannot use anything other than the kit sold by Home Depot because of a CONTRACT ISSUE between them and Home Depot. Yes, we were stuck in this mess because of a poorly-written contract between Home Depot and their subcontractor. Corporate and GE try to see if the installer will make an exception and use another line (not from the kit Home Depot sells, but just a regular old line with more length). The installer refuses, and keeps citing this "contract issue."
After many wasted hours waiting for installers, on the phone with Home Depot, and taking multiple phone calls from installers and subcontractors that work for Home Depot, it is clear that this refrigerator is not going to get installed. We request a refund and ask that someone send confirmation (via email) that a refund is being issued.
One day later and we have yet to receive confirmation of any refund. A refund has not been processed to our credit card. So, Home Depot still has our $1200 and our new refrigerator. We have nothing.