Home Depot Informative - Shoddy carpet & the run around
HELENA, MONTANTA -- I purchased carpet and an upgraded pad through Home Depotand had it installed through Home Depot. It was installed the day before Thansgiving 2005. I was getting the home ready to sell. After about four months we noticed pivot points outside the bathroom door and in front of a chair. Also we noticed some wear in other spots. I stopped into Home Depot and spoke with a sells manager who said he would come out and look at the carpet. I spoke with the manager of the carpet installer and she said it is “just cheap nylon carpet. Funny I did not see the sign in the store that said “cheap nylon carpet here The department manager and the manager from the installer came out. I was asked if I had cleaned the carpet, what type of carpet cleaner I used and did I use carpet cleaner on it. OH OH!!! where was this going? Yes I cleaned it, home carpet cleaner and yes I did use carpet cleaner. Then I was told that I used too much detergent and that was making it kind of “mat up” I should now go over it with just hot water and I was informed that I never should have used detergent on it period.. So what do you think made the carpet wear poorly. Did I ruin it with detergent or was it the three large dogs? I would have thought that some one in the carpet department would have said “don’t use any detergent on your cheap nylon carpet” or you will void the warranty. Oh I guess it did not come with any warranty and if it has a warranty it can be voided if you use detergent, have pets or walk on it. Anyway the hot water bath didn't take care of the problem so Home Depot said they would would send out someone that was an independent contractor to give an objective opinion of the carpet. Weeks went by and finally he showed up and noted the pivot points and wear. I thought great he sees it too.
I heard nothing back on the carpet and after a couple of weeks called the local store and was told that nothing would be done as I had three large dogs. OH Really!!! Since Home Depot turned it into a dog thing, lets talk about the dogs.
Yes I did have three dogs. A red setter, a blue healer/Springer spaniel and a Newfoundland puppy about 4 months old that we got in April (that would be four months after the carpet was down). Had the “independent contractor “ cared to note or ask me about the dogs I would have told him that if he looked in the backyard the whole yard and side of the home was set up as a kennel complete with straw, dog houses and feeding bowels. These dogs only slept in the home at night. They were put out first thing in the morning and weather permitting stayed out all day. Also the dogs were boarded in Montana City many times while we made trips to WA so they were out of the home for days & weeks at a time
Gee if I had known that he was going to play the dog card, I would have put the dogs and everything associated with them in the detached garage/shop. What would he have done then? The carpet was not stained, shredded, torn or worn in a way consistent with animal wear. I don’t think the dogs made the pivot points outside the bathroom door or by the chair.
The last two months that I owned the home, I had king sized sheets down on the floor to keep the carpet clean along with the rugs that were normally down.
Now lets talk about the real problem here and that is the shoddy carpet. I think it would have been a curtosey to give me a copy of the independent contractors report. After all if I was going to be screwed over that would be the equivalent of a kiss. I hardly think I would have spent the money on carpet with the intention of selling the home and then let the dogs trash it.
I found a buyer for my home and told her upfront about the carpet wear and dealing with Home Depot. I told Home Depot that the issued needed to be resolved ASAP as the home was closing at the end of July. I ended up discounting the home several thousand dollars so the new worn carpet would not be come an issue during a home inspection.
Now I have a bill to pay on the carpet of $2,000. I called the corporate office on 10/18/2006 and spoke with that person and got passed of to someone else who in turn passed me off to the credit billing department who then wanted to pass me off to someone else. I was told that I needed to put in writing my objection of the bill. After taking all my information - phone, billing address she put me on hold and then dropped the call. Now how was I to call her back when I didn’t have her number and had already been punted off several times. Did she call me back. You guessed it. NO. How would you rate this customer service? Sounds like the punt, pass, wear them out with frustration and more poor service until they go quietly into the night.
I am officially protesting the bill for the carpet. Now it’s in writing as that is what I was told I had to do. (right before I was put on hold and then dropped) I asked them to Please call me and promised not to drop the call or put them on hold. But they should be informed that the call might be “recorded for clarity and training purposes”