Home Depot - Bait and Switch
Windows/ Flooring - Complaint
TEHACHAPI, CALIFORNIA -- On Sept 1, 2012 I purchased windows, doors and flooring for my residence. My wife and I sat with Tracey of Home Depot and picked out the windows, all through the process we discussed price and the 24 month 0% deferred interest financing and how much it would cost per month to have it paid off in 24 months. Toward the end of the purchase Tracey said good news I can save you an extra 10% (no mention of it only being a limit of $200) and we said as long as we still get 24 months deferred interest and he said that it would not be affected by the 10%. We ordered and paid for the windows, doors and flooring.
When I received my first bill I signed up for online billing and began to pay my bill. Since I believed I was getting what I was told I just went online every month and paid the bill.
In June when I went to pay my bill it dawned on me that the balance was not going down like I had expected. When I looked into it on my statement I realized that I was being charged roughly $75 to $80 per month in interest charges.
Called Credit Card Company and was informed that according to their records I accepted a 10% discount in lieu of 24 month 0% interest. And that Home Depot was the only one who could fix the problem.
After 2 months of trying to work with Home Depot (both in the store and Cooperate offices) and getting the run around Danna the store manager said we have it all worked out, so I met her at the store after work.She indicated she needed me to come by the store with my paperwork and statements and she would work it out. So after work at 4:30 PM I took all of my paperwork to the store. Upon arrival I met Danna walking out of the front door, she said she had to walk some guy out to the parking lot (assumed it was her husband, not a customer by the way she and he were acting). After standing at the service desk for 15 minutes she finally returned and acted like she was working hard wiping her face and hands with alcohol wipes meant for the carts. She looked at my paperwork and said she did not have the correct receipt and that is why our paperwork did not match. She told me that Home Depot was willing to re-ring the transaction and start the 24 months 0% interest over and discount it by $700 the amount of the interest, but they would charge me $200 because it took me 9 months to discover the error. I asked “if I had found this right away I would have still received both” and she indicated yes. Then she went on to say that I had admitted that it was my fault and that is why they were going to charge me $200. I told her that was not the verbal deal that was offered to me when we purchased the items and I want what was offered to me. I also informed her that I had a witness with me at the time of purchase and she said she did too. It was her salesperson, to which I replied that is not a witness that is one person’s word against another’s and Tracey was up here when I originally brought it to the stores attention (to which he had no reply). She started to become angry and annoyed that I would not accept the offer. She indicated that this was the first time she had heard of it, so I told her that Allie had told me she talked to you about this weeks ago. I started to bring up talking to a lawyer and she said “if you want to bring up a lawyer our conversation is over”.
I called up the Cooperate office later that night and left a message about what happened (my calls were not returned for a week). Every time I want to contact someone there I have to start over, no one answers their ext and no one returns their calls.
Yesterday I received and call and email stating: I’m circling back on the concerns that you shared with me regarding interest charged on your Home Depot credit card. I spoke with Store Manager Dana after your meeting with her, and she confirmed that she made an offer of $500.00 to compensate you for your trouble. I understand that you were dissatisfied with that offer, so I escalated this to our District Manager. After some consideration, the District Manager informed me that he supports Dana’s offer.
In the coming days, you will receive an official denial via postal mail and I apologize because we were unable to meet your expected resolution.
I responded by asking for the name and number of the District Manager (I am pretty sure they will not give it to me).
So we are continuing to be charged interest (25.99% with a 720 credit score) unless we take their reduced offer.