Home Depot Complaint - Bad Experience with wood floor installation
HOME DEPOT HARDWOOD FLOOR PROBLEMS:
August 27, 2007
In January 2006, we purchased hardwood floors at Home Depot, Arlington, Texas 76011
The floors were installed by Cooper Flooring
Carrollton, Texas 75006
After the floor was installed, my husband wrote a note in the comment section of he sign off sheet, that we were dissatisfied with the installation and that some of the boards were damaged when installed. Also the molding was not flush to the wall in the dinning area. We really thought that someone from Home Depot would contact us about our comments of dissatisfaction. No one called. After a few weeks we started trying to contact someone at Home Depot to help us. We tried numerous times to contact Home Depot to tell them of our concern in regards to the floor and the installation. No one seemed to be too concerned. At one time, my husband and I went to the flooring department at Home Depot and spoke with the salesman in that department and told him that one of the boards had come up on the end and was splintering and a small part had even broken off. The salesman told us we could probably just super glue it back down. I told him, I did not think that would look very good. During the year we tried many times to get help from Home Depot on this matter, with no success.
Finally around March of 2007, I took the paperwork, which showed where my husband had written the remarks in the comment section for the sign off on the installation (of our dissatisfaction), to the store along with the piece of the wood that broken off, and spoke with a Brad at the service desk. I showed him the paperwork where we signed off with dissatisfaction. He said he had no notes where we had been in or called. I told him we had called on numerous occasions, each time thinking someone would contact us. He said the warranty was out and did not know if there was anything that could be done. I told him, we had tried many times to get someone to help us with this problem for a year. He said he would see what he could do. After a couple of weeks, Laura from Home Depot, called and said she had taken over for Brad.
She seemed really interested in helping us get this resolved and I felt like finally someone was interested in getting this resolved. She arranged for a private inspector to come and inspect the floor. Did not hear from Home Depot for several days so I contacted Laura to find results of inspection. The inspector had determined that some boards did need to be replaced. I was given the number to Cooper Flooring and told to call them. This was the first time that I realized that we needed to have someone else involved in our problem. I thought everything was handled by Home Depot and did not realize I was responsible for notifying other parties. It took several days and several calls before they made arrangements for us to pick up one box of wood from Home Depot, which Home Depot had authorized. They were going to repair our floor. This was in April of 2007. At last we felt we would get our problem resolved.
June 20, 2007
Mario, from Cooper Flooring came to repair our floor. I was not sure just what he was going to do. Mario came in and looked around and was surprised to see all the damaged wood and the bad installation. He shook his head and asked “who did this installation?” We told him someone from Cooper Flooring. There were gaps in between boards and also end to end. After looking at the installation and the damaged boards, Mario concluded that it would take 4 ‘more’ boxes of wood to do the repair work.(I was told by Cooper Flooring that Mario was an expert and that repairs was his expertise…so I trusted what Mario said as truth) He said you have to replace a section, not just ‘a board’.
He was on the phone with Cooper Flooring and Home Depot for quite a while, discussing this matter. After he completed his conversation, he told me that Home Depot wanted to talk to me. Laura said she would get back with me. She never called and after several days I called her back and she finally told me to make arrangements to pick up ‘4 more boxes of wood’ and they would pay to repair the floor. Once again, I felt the wait would be worth it. My husband went to Home Depot to pick up the other 4 boxes of wood.
July 3, 2007
Roger and crew from Cooper Flooring showed up to do repair. Roger and crew started getting the boards out to measure what they needed and then said “we have a problem”, “they boards are not the right length”. They had to call their boss to see what to do. While they waited for the boss to make a decision, they talked about the way the floor was installed. They noticed the gaps in between and end to end and said they “use the blue tape to hold the boards so there won’t leave gaps like this, when they do installations”. They also said it looked like the “top layer of wood was coming off”. They also said the “molding should have been nailed to the wall and putted if necessary”. The molding in the dining room, which my husband noted in the comments on the sign off sheet, was not even nailed to the wall, and was not even flush to the wall. It is my opinion that they felt like, from their remarks, that it was not a good installation. Mario, the first repairman that came, out seemed to fill the same way, from his comments. Finally, Laura from Home Depot called me back and said the repairmen found only ‘4 boards out of the entire 5 boxes’ of wood that would fit and that would be all they would repair. She said she cannot continue to send out boxes of wood. I told her we could not continue to pick up boxes of wood either. She said they could repair only the 4 boards or I could take them to court if I wanted to.
Roger said they could only replace the 4 boards that they were authorized to do. He said they could put wood putty in between all the gaps in the floor. That is not ‘fixing our problem’ in my opinion. I think that wood putty on expensive wood floors would look awful. I told Roger and his crew just to leave, that replacing only the 4 boards would not fix the problem. We paid good money for this floor and to half way patch up the job is a messy fix is not acceptable. I called customer service and spoke with Nicole.
I told Nicole my concerns. She tried to get Laura Lee on the phone but could not get her. I spoke with Nicole the next day and she said she spoke with a manager from home depot and the manager would get with Laura and find out what is going on. She said they would call me that same day. I did not hear from Home Depot the next couple of days and I tried to contact Nicole several times and could not reach her. I spoke with a Michelle at Customer care on August 3, 2007 and she pulled up my records and said she would email Nicole and tell her that I had not heard from home depot. I did not hear from Nicole the next morning so I called her. She apologized and said she had been sick.
On Monday, August 6, 2007 I heard from Laura Lee at home depot. She said ‘evidently you contacted someone at customer care…then she asked me “what is it that you want?” I told her I wanted my floor fixed. She said the guys replaced the 4 boards and that was all they were going to do. I told her that they had not replaced any of them. I asked her,” I have 5 boxes of wood and that only 4 boards was all that would fit”? She said they were only going to replace the “delaminated boards”. I asked her what a delaminated board was and she could not tell me. She said I would have to call Armstrong Flooring to find out. She was not too happy at this time. and seemed irritated that I had called customer care.
She then changed her mind and said she would have Armstrong to come out and do another inspection..
On August 14, 2007, an Armstrong inspector came out. He said he would get the report to the retailer the next day. He said I should hear from the retailer within 1 week.
The report was supposed to be turned in on August 15,2007 according to the inspector and I never heard from Home Depot. Finally on August 27, 2007 to pay for installation and repair of only “2” boards according to the report. This is only for the damaged boards according to Armstrong, the wood floor supplier, and nothing to do with the installation.
Home Depot and Cooper Flooring must have felt some responsibility and wanted to make things right by supplying us with one box of wood to use to repair the floor after the examination was done by first inspector. I did not know how much one box would repair. They also much have had some confidence in the repairman, Mario’s judgment in determining that we needed another 4 boxes of wood to repair the floor to a reasonable fix, or they would not have had us to pick up 4 more boxes of wood. I fell that Home Depot is responsible for a good installation and damaged boards. A messy fix and wood putty is not acceptable. I am not sure why the boards did not ‘fit’, but Home Depot should know about wood installations better than us. We have 5 boxes of engineered wood still setting in our living room floor.
We have more than 1 issue, the boards and the installation. If Armstrong Flooring is responsible for replacing only delimited boards, maybe there were only 2, I am not sure, since I do not know what delimited means. However there are splintered and damaged boards. Also, I think that the installation is a big factor and that Home Depot and Cooper Flooring should be held responsible for this. We have done much business with Home Depot, but will not in the future.
Saturday, September 1, 2007, I received a call from Amber at Customer Care for Home Depot. She said my case had been transferred from Nicole to her. She asked me if a resolution had been made to my satisfaction after the last inspection. I told her that I was not satisfied with the last phone message I had from Laura. She told me to call Laura at Home Depot and see if we can work it out. I told her that Laura would probably tell me to take a hike, that the message that she left me was all they were willing to do. I called Laura in the AM on Sept 2, 2007. A lady that worked there said Laura Lee just left to go pick up a prescription and she would be right back. I asked her if I could leave a message, she said yes. I left my name and number and asked her to call me. I did not receive a call from her all day on the 2nd.
In a week or so, Amber, from customer care called me and asked if I had gotten a confirmation number from Home Depot as to the results of the last investigation. I told her I had not heard back from Home Depot since I last talked to her. That was when Laura had called and left a message on my message machine saying that Armstrong would only replace 2 boards and she did not give me a confirmation number. I told her again of my dissatisfaction and frustration. She said she would look in my file and see if she could find any notes where we had called during the first year. She said that customer care was only obligated to honor the warranty and if a store takes it upon itself to go beyond that, it would be up to the independent store to take care of any situation. She told me if she found anything she would call me back.
September 7, 2007 and I have not heard back from Customer care. I suppose that Amber did not find any thing that would help us. I did receive a call from Laura at Home Depot today. She was very nice and said she had not heard back from me since she left the message that Armstrong would only replace the 2 boards and wondered what I wanted them to do. I told her I was not happy with the wood or the installation and did not think that replacing the 2 boards would solve anything for us. Laura said she would talk to her zone manager and have him to call us Monday or Tuesday of next week. She said he could do more on his level than she could. She was very nice and seemed to want to get this resolved.
NEVER HEARD BACK FROM ANYONE AT HOME DEPOT !!!!!!!!!!!!!!!! NO ZONE MANAGER EVER CALLED ME. STILL NOT RESOLVED. WOULD NOT RECOMMEND HOME DEPOT TO ANYONE.