Home Depot Complaint - A real NIGHTMARE and at the end I still don't have a water heater
ROUND ROCK, TEXAS -- I bought a water heater and the installation services at HD on Wednesday night, they told me that someone was going to install it the next day. Home Depot also told me to measure my existing unit and to call them if my current water heater height or width was more than 4" larger or shorter. I got home I measured my unit and notice that the new unit to be installed was the same width (20") but it was taller, 58" vs. 50" of the current water heater. I called Home Depot and told them that the new unit was 8" taller than the existing one, the person from Home Depot told me that she was calling the installers to let them know and not to worry about anything. Later that day somebody from a plumbing company called and said that they were coming around 3PM. At around 4PM someone from the plumbing company came, he asked where the existing water heater was, I told him that it was located in the attic and showed him how to get to it.
He got into the attic, took some measurements and then came down to tell me that the unit he had in his truck was taller and that this was not going to work, then I told him, didn't someone from Home Depot told you guys that I called to tell them that the new unit was 8" taller, to what he responded...nope, they didn't. So I called Home Depot and told them about the problem, the lady in the phone told me that it was fine, that they were going to exchange the water heater but there was going to be an extra $75 charge for the extra trip...oh boy, that made very upset. I told the Home Depot girl from Home Services that there was no way I was paying $75 more for an extra trip when I followed what they told me about calling them if the size of my water heater was different.
I asked to talk to a manager and to my surprise the manager was very understanding and he told me not to worry about anything, he was going to void the $75 for the extra trip. I was happy. The installer told me then that he was coming the next day with the new smaller water heater to install it. Next day came and the installers called me to tell me that Home Depot never sent the new order and that they still had the same water heater, the tall one. I called Home Depot and they apologized for the inconvenience, they offered to call the installers again and explain everything so they could get the new shorter water heater.
Again, I sat and waited....and waited...and waited. Then I got a call from the installers saying that everything was ready and that they were coming between 2 and 4 that evening. It was 5PM and no one had showed up yet...I called the installers and they told me that the technician that was coming to my house had an accident at a different home while installing another water heater but they also said that they were sending another person at 8PM that night. I was really pissed, I told them that I was calling Home Depot to straighten this up. So I called Home Depot, told them about what happen and they said that they knew how I felt and they apologized, they also said they were calling the installers to make sure they were going to be at my house at 8PM to install the water heater.
At around 7:30PM I got a call from the installers telling me that they were really sorry but they couldn't install my water heater until the next day, Friday...that was it, I got really upset, I told them that this was unacceptable, I explained how I had to stay home that day and the day before to wait for the installer to come home and install the water heater, I explained that I had three small children which were showering with cold water since Wednesday...man I was really upset. The only thing the guy from the plumbing company said was...I am sorry there is nothing we can do, you'll have to wait until tomorrow. Ok so I said what time tomorrow and he responded some time between 9 and 5PM...WHAT!
I said never mind, forget about the water heater installation, you are not a professional, you should not be in business, this is unacceptable. I called Home Depot and told them about this mess. The person from Home Depot said he was calling the installers that same moment to find out what was going on. About 15 minutes later I got a call from the guy at Home Depot and he told me that the reason the installers didn't go to my house to install the water heater was because the installer that came to my house the previous day have noticed that I had a problem with venting in the current water heater, supposedly he had noticed that there was carbon monoxide coming into the house...WHAT!! that was it this time I couldn't contain myself, I told them that was BS and that they were obviously lying, I asked the Home Depot to cancel everything and I hanged up.
The next day I went to Home Depot, I asked to talk to the manager, and he was not there, then I asked for the name and phone number of the district manager and everyone I asked told me that they could not release that information to me...they were rude and they told me to come back some other day to speak to the store manager. That happen last Saturday, today is Sunday and I finally got my water heater, I bought the water heater, and my brother in law offered to install it, I helped him and you know what, there was no science to it, it was very simple and now I have hot water again.
Home Depot should do something about controlling the professionalism and customer service offered by the subcontractors they use in Home Services.
I am never using Home Depot or any other big store's installation services for that matter.