Home Depot Complaint - PROBLEMS WITH SERVICE
BALTIMORE, MARYLAND -- This letter is to serve as an informal official complaint regarding the service we have recently received from Home Depot At-Home Service department.
In May of 2004, sales consultant Chuck Sams, pitched the service to my family at my house. At that time, Mr. Sams had answered a number of questions for us, which ended up being untrue.
Q: How long will it take for the windows to be installed once we sign the contract?
A: 3 to 4 weeks.
Q: Does the Home Depot store (not Home Depot At-Home services) sell these windows and do installations?
A: No, they don’t do installation - you have to find the contactors on your own.
Speaking to the field engineer, he had stated that the actual time needed is 6 to 8 weeks after placing the order. In addition, Home Depot store happens to sell and install windows. Sales techniques aside, it is inappropriate to give misleading information to your customers. Need I mention, if we knew that Mr. Sams was not completely honest with us, we would never have done business with him or Home Depot At-Home Service?
On June 15th, 2004, we signed the contract and continued with the order, unaware that we were being misguided. However, the installations didn’t occur in 3-4 weeks or in 8 weeks. I called in to discover the reason for a late delivery: the installation team was short on two windows.
A few days later, I received a call from the installation team stating that all materials were available at that moment and we set up an appointment for the installation. However, one day prior the installation, I got a call stating that two other windows were missed from the order.
We were very disappointed, but went ahead and requested an installation of available products and agreed to install two missing windows later. On August 14th, the installation team has settled the order and we discovered the following:
· The patio doors were completely different from the sample Mr. Sams had presented to and were different design from windows. I never ordered these kind of doors.
· One of the installed patio doors had to be opened from/to the opposite direction!
Patiently, we ordered another door.
On September 10th, 2004, almost 3 months after signing the contract, I had to take another day off from work to supervise the installation of two missed windows and the new door. So what was wrong this time?
· The wrong door again – opens in the opposite direction
· The new-installed sliding windows have a build-in screen that cannot be moved or removed. Strange, since one of Mr. Sams selling points was how easy it would be to clean these windows from outside and we don’t have to take them out .
· After the rainstorm, we had water in/under both patio doors.
· The screen attached to the door does not prevent mosquitoes from getting inside.
Since then, I’ve talked to Mr. Berry Martin about the problems mentioned here a number of times and he suggested ordering the patio doors through another contractor. He assured me we would have no problems returning these doors to Home Depot and getting our money back. Naturally, we asked Mr. Berry to submit a document confirming his words, and he promised to have another manager, Mr. Jeff Wood, call us. Didn’t happen. I talked to John Brown on October 14 and he promised to call me back as soon as he finds out the answer. Two weeks later (October 28) I called him again and he hardly remembered our previous conversation. Nevertheless, he kindly promised to call me the very next day, October 29. Nothing since then. (Today is November 18). I sent them sertified letters. They received them (got the sighned slip back) and nothing again.
NEVER EVER DO BUSINESS WITH 'HOME DEPOT AT-HOME SERVICE' AND DON'T TRUST ANY OF THEIR PROMISES.