Home Depot Complaint - Foreman Is Disgusted
FORT WORTH, TEXAS -- Let me first say that I am the foreman on a house which my father and I am flipping, and before now we recommended The Home Depot in full faith. On two previous flipped houses, there were zero hangups. However, the method of approach for installing floors has changed, and by far for the worse.
The store I am referring to is on the East side of Ft Worth, in the Meadowbrook area. This is the same store which we worked with for the previous two houses. The best way I can write this review is to compare past experience with this recent experience.
Previously: Walked into Home Depot, dealt with the flooring department only, and arranged a flooring estimate. The flooring sales person was the person who arrived at the jobsite to conduct the estimate. He made measurements, inspected the existing floors, knew the potential problems, and did a 10 minute overview, including pointing out what he was concerned with, before leaving. This happened over lunch-time and by late evening he called back with prices. At this point, who wouldn't be thoroughly impressed? Went in-store paid what needed to be paid to start. The installation took a little over a week to start, which I expect residential customers to complain about, but coming from a foreman's perspective, I don't hire someone who proclaims they can be there the next day. Reading between the lines, this means that they don't have any work lined up, and there is always good reason for it. Everything went smoothly on both houses- there were two crews that showed up, one for vinyl, one for carpet. The vinyl installers floated the floors (necessary prep work) and the carpet guys did what they needed to. Everything was finished in a timely fashion, and this is why we went to Home Depot for work on our current house flip without a second thought.
Presently: The flooring salesman couldn't be nicer in assisting in our flooring choice. We take a few days to decide what will look best in the house and go back to pay for the materials. We scheduled the estimate for a Saturday. 7:30 Saturday morning, the estimator calls to give us a 3 hour window, and shows up on the early side of that window. No problems yet. The estimator pulls up in a little white sedan (NO ONE in construction should be driving anything other than a truck), shakes my hand, walks in, and pulls out his computer (by computer, I mean an instrument shaped like the computers that UPS has which you sign for packages, but with a large touch screen).
It's now that I find out that Home Depot will no longer be involved in the installation. Home Depot is basically a broker for installations and nothing more. The Estimator doesn't say a word to me, and goes right to work. However, he doesn't quite seem to understand how to navigate through his computer. I spy on him a bit, more out of curiosity of his "toy" than to actually check up on his work, and sure enough, he's inputting data and erasing it over and over. It probably takes around 90 minutes to estimate every room in a 1700sqft house. He doesn't say much more than "bye" and walks out the door. I don't know what the next step is, so I call Home Depot.
From here on out, I deal with both the Pro desk and the flooring department, their managers, the various employees in both departments, and the estimator's secretary. Rarely do I ever get to speak with the same person twice in a row (except the secretary...) They tell me they will have an estimate by the next day and will call. 3 days go by, and nothing. I call back, and they say they have been trying to get a hold of me (This infuriates me when someone says this, as my phone is by my side 24/7. This was a flat out LIE!), re-read my correct phone numbers to me, apologized for the inconvenience, then said that she didn't have my information in front of her and put me on hold. I hang up after holding for 15 minutes and call back. I call the same number and the phone rings and rings, and someone from the garden department answers?!? He says that the lady I was talking to went home for the day! I'm ticked...
I go in-store the next morning to figure out what's going on. Now that I'm there, the gentleman pulls my information right out. He shows me my estimate, and the vinyl information was created using the wrong pattern. (this is important in how much waste material will be produced matching up patterns, which ultimately effects my final price). This set me back another 2 days. I'm so frustrated typing this out, I'm going to abbreviate the rest. Today, 16 days after I have been putting up with 15 minute holds, non returned calls, lies, mis-entered information into computers, trying to change the cost of the materials I'VE ALREADY PAID FOR, and dealing with incompetent and/or shady representatives.... I get a call today saying that The Home Depot regrets to inform me that they cannot perform the installation due to crowning in my sub-floors.
The only representative who has been to the jobsite was the Estimator, who didn't mention this, which means that everyone who has seen this estimate has had the chance to catch this. I have had this estimate passed through a ridiculous number of hands on Home Depot's side of things, and NOBODY including the estimator EVER mentioned that there was even a slight chance that prep work would be an issue. The lady who called me today to tell me that Home Depot is refusing my job recommended I hire a flooring contractor in the area to fix the crowning in the floor because Home Depot no longer will prep the area in which they work. <--- This is the shadiest thing I have EVER heard. READ BETWEEN THE LINES! Talk about a scapegoat! Anything the Home Depot installs, and ends up failing, will then be blamed on how the area was prepped before they got there, and will try to push all blame elsewhere and of course will NOT fix their work! IM TICKED
From someone who has been a loyal customer since I was 16 years old (lol a long time)I HATE HOME DEPOT. Once again, coming from a foreman's perspective- why in the world would I ever use someone to install something, if they refuse to prepare their own worksite?!? Crowning in the subfloors translates to a day of prep work using a self leveling compound.
So, 16 days later.... I am about to leave my house and get a $4000 refund for the materials I've already paid for and raise a storm at the pro desk. All are invited to come watch!
From a foreman's perspective- DO NOT USE HOME DEPOT for your flooring needs...