Home Depot Complaint - Home Depot Does Not Allow Refunds - Even When The Product Is Defective!
SURPRISE, ARIZONA -- We purchased a Maytag refrigerator from Home Depot on June 16, 2008; it was delivered to us on July 1, 2008. We noticed that the refrigerator compartment was too cold, no matter what setting we put it on - we threw out a bunch of lettuce and other produce that was ruined when it froze.
We scheduled service through the Maytag web site and on July 15, Able Appliance came out. They said the thermostat was bad, and they needed to order a new one. They came out again on July 17 and replaced the thermostat.
On July 18 we woke up to find our refrigerator was warmer than it should be. I scheduled service through the Maytag website again, this time with Reliance Appliance because Able Appliance was on vacation. They came out on July 21 and said the damper had been detached when the thermostat was replaced, and they reattached it. On July 22, we found that the temperature was still in the upper 40-degree range. We called Reliance again and someone came out on the 22nd to recalibrate the thermostat. By the afternoon of the 22nd, we saw that the temperature was still not going down, so we called them and were told to give it 24 hours to cool down. On the morning of the 23rd, it was still in the upper 40-degree range. Reliance ordered yet another thermostat for us. They came out on the 25th and replaced the thermostat a second time. The temperature did not change, and on the morning of the 26th we saw that it was still in the upper 40's. In the meantime, we threw out all of the food that was not safe to eat - an entire refrigerator full of meat, salad dressing, cheese, dairy products, etc.
After the second repair visit, I called Home Depot only to be told we could not return the refrigerator without prior approval from Maytag. When I called Maytag, they told me that the food I had thrown out wasn't their problem, and there was nothing they could do other than schedule a repair visit. I called Home Depot again and they said "Maytag has to approve it, we can't take it back." I called Maytag and they said "a tech needs to call techline before we can approve a return of the refrigerator." I did get the tech to call techline on the 25th, so there is now a record of that with Maytag. However, it is now the weekend and Maytag does not have anyone available to make the decision to allow our return.
After being without a refrigerator for over a week, having to sit home for five service visits (each time with a four-hour window that we had to be available), and throwing out two batches of food, we had had enough.
We took our paperwork to Home depot and spoke with the manager. He told us he had called Maytag, but they were closed for the weekend and there was nothing he could do - he would not take the return and issue a refund until they approved it. We told him we would then be considering filing a dispute with our credit card company, and he said "well, you could go that route." We have filed a dispute and at this point are awaiting the paperwork from the company.
We could not go any longer without a reliable, working refrigerator, so we went to Lowe's and found a nice one made by General Electric that will be delivered today. We find it ridiculous that we have been expected to waste five days waiting on repairmen for a refrigerator that clearly has bigger problems than a broken thermostat. My husband and I are both teachers, and we have to return to work soon. We will NOT be taking days off work to wait for someone to repair our fridge time and time again.
We would like to return the refrigerator and receive a refund, but Home Depot is not willing to do this for us. Maytag has made us jump through many hoops in the hopes of getting the refund, and we feel we have given them more than enough chances to fix our refrigerator. Five visits in 8 days for a unit that is less than a month old is more than can be reasonably expected.
We are out time (5 visits X 4 hours = 20 hours of sitting around waiting for repairmen) and we are out food - at least $200 of food was thrown out due to a bad $600 refrigerator. We are lucky that nobody has gotten sick from eating spoiled or contaminated food. We are ready for this fiasco to be OVER and we have vowed never to buy another Maytag or shop at Home Depot again.