Home Depot Informative - The front door fiasco
ATLANTA, GEORGIA -- • When ordering a front door and installation, the store representative assured me that all repairs needed were included in the quote and would be completed
• After several weeks, I was notified that the door was in and an installation date was set for 20 Jan 2006.
• On the day of the installation, I awaited the installers, and after 2 hours I called to determine what time I could expect them (as they were past the proposed time). I was informed at that time that they were not coming because the store rep had not ordered the correct size of sidelights, and that this had only been discovered the night before the install date.
o Why was this error not caught sooner, as the time from when the door was ‘in’ to the date of install was 3 weeks?
o Why was I not notified when this was discovered so that I might re-arrange my schedule accordingly (I had taken the day off work in order to be there when the installers arrived)?
o As this was approximately 6 weeks after I had paid in full for both door and installation I had no recourse. Why must one pay Home Depot in full when reputable contractors take payment after the work is accomplished?
• When I called to speak with someone regarding this, I did not receive any indication that the home depot representatives in the store were in the least apologetic. I was simply informed that a new door would be ordered, and expedited, to be in by 1 Feb.
• I phoned the corporate headquarters to speak to a customer service representative (Kia) who informed me that she would work on some refund, perhaps as much as half of the cost in order to ‘make things right.’
• More that Two weeks later, when I called to determine the cause for the delay, I was informed that the door was in and could be installed 14 Feb. I once again scheduled a day off from work, and changed travel plans and meeting times.
• On 13 Feb I received a phone call stating that the door was NOT in, and that it would NOT be installed the next day.
• I once again spoke with someone in the corporate office, who had called to see if everything was going smoothly now that the door was in. (!)
• Meanwhile, the store manager (Keith Cannon) called me to inform me that not only had the door never really arrived, but that the glass I had ordered was no longer available.
o When I asked why they couldn’t use the glass from the first door (it was the sidelights that had been incorrect) I was informed that the glass is destroyed when returned, and thus not usable.
o When I asked how long it would take to get the glass I wanted, I was told it could take another 4 months! (I was already into the 3rd month after full payment without a door).
o I was offered another type of glass which could be ordered immediately, and was told that as the company would absorb the cost of this ‘upgrade’, I should not expect any more recompense, even though it wasn’t an upgrade I had requested. Unable to wait any longer for the new door (the old one is leaking), I accepted the replacement glass.
• Once again, I awaited a call regarding an install date, and finally received one for 10 days later.
• When the installers arrived, they began working and discovered rotten wood, and refused to complete the install. When I spoke with them I informed them that I had asked about this when ordering the estimate, when meeting with the installers during the estimate, and when ordering the door, and had been assured by the home depot store rep that the replacement included dealing with rotten wood. The installers informed me that the store rep misled me, and more work, and products, would be required beyond the original estimate.
• Now, again, I wait, and will incur higher costs than I expected to pay according to the information given to me by the Home Depot representatives.
This misinformation, misleading information, and outright lies were not acceptable. Although I was informed that I would receive a $200 gift card to Home Depot, a letter to the CEO resulted in a check for $750.