[X]
Write ReviewJump to 
14
Helpful
Votes
Votes
Home Depot - Miamisburg OH Complaint - Home Depot - Fraud on Return Policy & Service
Complaint
MIAMISBURG, OHIO -- As a consumer from your state, I felt it was my responsibility to bring to your attention the following incident.
I purchased a $400 Pressure washer on 7/4/04. On the second use, the pressure washer malfunctioned losing pressure. I returned to the store with receipt on same day, 8/21/04. Was told I could not get exchange or refund; the item must be sent to service. Charges may be incurred. I explained it must be warranty, only 6 weeks old and used once before. I received call today that repaired washer was back and charges were $42. I called store manager and stated that charges should be covered by warranty and why wasn't I able to get exchange or refund in first place, since website clearly states in-store return policy was 90 days w/receipt. I was told that he would have to read policy and return my call. He called me back a few minutes later and told me it was 30 days on power tools (stated no where in return policy). He stated I must pay for the $42 service. I called Home Depot Customer Care line (1-800-553-3199). I spoke with three different people, the third being a supervisor who I had to insist I would stay on the line unless I was able to speak to him. All three insisted that the store manager was telling them the pressure washer also had a broken wheel when it was brought in. (How did I wheel it in the store then? Nothing was wrong with wheel at time of drop-off). The store manager also states the pump kit was replaced and is not covered by warranty. Customer care states they must abide by store manager's decision.I checked with the manufacturer warranty, the manufacturer themselves, an authorized service center, and finally Home Depot's local service center depot where the service was done. They are checking into it and will let me know what repairs were done tomorrow morning. Their own service center verified that it sounded as if should have been under warranty however and the wheel could have been damaged in transport to them.
I have never been treated like this by a retail organization. This company needs some definite action taken against it, especially evident by the amount of complaints I see on the web about them.
As a resolution, I would like the following:
After insulting me and wasting my entire afternoon, losing one week of time using my new pressure washer, damaging my pressure washer and then stating I neglected it and must pay for repairs, I want a full refund for the pressure washer purchase credited to my credit card and I will never, never deal with Home Depot again.
To protect the innocent consumers that shop there unknowingly in the future, I want action taken against Home Depot so that they must stand by their return policy or clearly spell out what other merchandise does not fall under the 90 day exchange/refund period.
I want the Store Manager of the Miamisburg, OH store given a written warning in his personnel file and any other disciplinary action they see fit.
I want their repair policy to clearly state the condition the item was returned to them to protect the consumer from being accused of neglect or breaking the product and thus being charged for out of warranty service.
Please contact me if you need more details regarding this incident.
I purchased a $400 Pressure washer on 7/4/04. On the second use, the pressure washer malfunctioned losing pressure. I returned to the store with receipt on same day, 8/21/04. Was told I could not get exchange or refund; the item must be sent to service. Charges may be incurred. I explained it must be warranty, only 6 weeks old and used once before. I received call today that repaired washer was back and charges were $42. I called store manager and stated that charges should be covered by warranty and why wasn't I able to get exchange or refund in first place, since website clearly states in-store return policy was 90 days w/receipt. I was told that he would have to read policy and return my call. He called me back a few minutes later and told me it was 30 days on power tools (stated no where in return policy). He stated I must pay for the $42 service. I called Home Depot Customer Care line (1-800-553-3199). I spoke with three different people, the third being a supervisor who I had to insist I would stay on the line unless I was able to speak to him. All three insisted that the store manager was telling them the pressure washer also had a broken wheel when it was brought in. (How did I wheel it in the store then? Nothing was wrong with wheel at time of drop-off). The store manager also states the pump kit was replaced and is not covered by warranty. Customer care states they must abide by store manager's decision.I checked with the manufacturer warranty, the manufacturer themselves, an authorized service center, and finally Home Depot's local service center depot where the service was done. They are checking into it and will let me know what repairs were done tomorrow morning. Their own service center verified that it sounded as if should have been under warranty however and the wheel could have been damaged in transport to them.
I have never been treated like this by a retail organization. This company needs some definite action taken against it, especially evident by the amount of complaints I see on the web about them.
As a resolution, I would like the following:
After insulting me and wasting my entire afternoon, losing one week of time using my new pressure washer, damaging my pressure washer and then stating I neglected it and must pay for repairs, I want a full refund for the pressure washer purchase credited to my credit card and I will never, never deal with Home Depot again.
To protect the innocent consumers that shop there unknowingly in the future, I want action taken against Home Depot so that they must stand by their return policy or clearly spell out what other merchandise does not fall under the 90 day exchange/refund period.
I want the Store Manager of the Miamisburg, OH store given a written warning in his personnel file and any other disciplinary action they see fit.
I want their repair policy to clearly state the condition the item was returned to them to protect the consumer from being accused of neglect or breaking the product and thus being charged for out of warranty service.
Please contact me if you need more details regarding this incident.
Comments:
Posted by you r stupid on 2004-08-30:
there policy on gas powered equipment is only 30 days. and once again i have to complain to people that just because you purchased something in any store not just the depot that unless they actually made the product they are not responsible to do anything, it falls under your warrenty, but once again you are another lazy person who probably didnt read the warrenty just thought you would do the easy thing and make the store take the loss. you could of asked them where you could of taken it to to be repaired under the warrenty but you didnt so they sent it out for you and yes that costs money. people should be more educated shoppers.
Posted by Notenufftoyz4u on 2004-08-31:
Here is the deal. If you buy a name brand product from a home depot, sears, lowes etc CHECK YOUR WARRENTY information. MOST of these stores policies are different on the products. Almost always you have to deal directly with the manufactor of the product, not the store you bought it from..........
Posted by Unsatisfied on 2004-08-31:
Why didn't YOU, as a "responsible consumer," verify the return policy of this item upon purchase, before leaving the store? Just because you chose to be unaware of the policy does not mean that the policy doesn't exist!
Posted by threedog on 2004-09-01:
I am currently updating my letter. Obviously I was not very clear or there are loyal Home Depot employees replying to my message. I would like to stress that 1)When I questioned the "store manager" about the return policy, he even had to go read it and call me back, so obviously it was not posted anywhere for me to see. 2)The repair charge I was being forced to pay was for damage to the wheel that I did not do. It was broken after I had taken it back to the store and must have occurred between transit to the repair center. 3)I have also found out that the "store manager" who was originally handling the complaint was not the store manager after all. 4)Customer care 1-800 line did not even bother to follow thru with calling me back the next day. 5)The only person in this whole mess who was concerned and did follow up with me was the repair service that is contracted with Home Depot.
6)I found out yesterday who the "real" store manager was and he promptly removed the charges and apologized for the whole mess. In my opinion, a "smart" consumer is one who knows the laws regarding fair trade and follows up with the appropriate contacts to see that the problem is resolved. I do not "donate" money to large corporations; I expect good service, merchandise, and fair treatment in return for my money.
6)I found out yesterday who the "real" store manager was and he promptly removed the charges and apologized for the whole mess. In my opinion, a "smart" consumer is one who knows the laws regarding fair trade and follows up with the appropriate contacts to see that the problem is resolved. I do not "donate" money to large corporations; I expect good service, merchandise, and fair treatment in return for my money.
Posted by ectotracker on 2004-09-03:
I'm not a home depot employee but I can see by your letter that your one of those rich a-holes that doesn't have to do physical labor for a living and thinks that by making threats and stomping his feet like a spoiled child that he can get his way. If you people took time to read your freakin waranties and paperwork that came with your purchase you could save a lot tears.
Posted by shadowkillr32 on 2004-09-10:
Be lucky that the charge is only $42. It could have been 300. I hate it when these whiny people want a complete refund because there are tiny bugs in a product that can be fixed at a low cost.
Posted by zurc on 2004-09-17:
When you buy a product from a company such as Home Depot you expect them to stand behind it, not hide behind another company and say its there fault. I've had the same experience with the HD and I'll spend my money someplace else. If you don't have constructive inputs don't write anything. The comments I read in here are very childish and very Home Depotish.
Posted by Scrooge_killer on 2004-12-22:
Well, I hope everyone will boycott home depot they are a company of liars like you r stupid
Posted by brett10 on 2006-07-04:
my vr2500 blew a motor after 4 or 5 times of use. I dont know if anyone is going to cover this but it was a Briggs & Stratton 6.5 HP motor on a VR2500 Power Washer from Home Depot. I also had 2 defective guns that the company admitted was an issue and sent me a better gun.
Posted by Balanced View on 2011-11-16:
I understand your frustration with the power equipment warranty. It does appear to conflict with the overall 90 policy. I believe the conditions should be CLEARLY POSTED on all power equipment.
As for the service charge: The service charge that is normally applied is an "assesment fee" that is used to cover the cost of evaluation for items that DO NOT have warrantable repairs. For warranty repairs that charge is refunded. What you have to appreciate is that many customers literally have no idea what they are doing when it comes to power equipment and as a result about half of what is sent in for "service" actually has nothing wrong with it. This is a huge expense to the store and would be passed on to other consumers who would be left to "pick up the tab" were it not for the service charge. The other thing you need to appreciate is that the margin on power equipment is very small and if the store were not given the chance to fix small issues with products they would have to take a significant loss on every product that was returned pushing up prices to an unreasonable extent. I can't tell you how many times we have customers bring back "defective" power products that they have failed to put oil in. That didn't understand how to start the products, have hit debris breaking the product all clammoring for a "free replacement". This doesn't even address those customers who would get a product for the season and then bring it back at the end of the year as "unsatisfactory". We all get burned by unethical consumers. We try to provide the best outcome for the customer that is practical and ethical but sometimes we miss.
As for the service charge: The service charge that is normally applied is an "assesment fee" that is used to cover the cost of evaluation for items that DO NOT have warrantable repairs. For warranty repairs that charge is refunded. What you have to appreciate is that many customers literally have no idea what they are doing when it comes to power equipment and as a result about half of what is sent in for "service" actually has nothing wrong with it. This is a huge expense to the store and would be passed on to other consumers who would be left to "pick up the tab" were it not for the service charge. The other thing you need to appreciate is that the margin on power equipment is very small and if the store were not given the chance to fix small issues with products they would have to take a significant loss on every product that was returned pushing up prices to an unreasonable extent. I can't tell you how many times we have customers bring back "defective" power products that they have failed to put oil in. That didn't understand how to start the products, have hit debris breaking the product all clammoring for a "free replacement". This doesn't even address those customers who would get a product for the season and then bring it back at the end of the year as "unsatisfactory". We all get burned by unethical consumers. We try to provide the best outcome for the customer that is practical and ethical but sometimes we miss.
Note: All comments are reviewed by a moderator before being published. Please be sure to read our guidelines before commenting.
Company Reps: Post your company response!