Home Depot Complaint - Top $ roof -- no service
ROYAL PALM BEACH, FLORIDA -- My name is Chris. I have been a loyal and satisfied customer for over 17 years. That is until my wife and I called At Home Services for installation of our new roof. The nightmare began when hurricane Frances hit (Sept. 3-6, 2004). We needed a new roof. Sunday's newspaper (9/12/04) advertised that Home Depot At Home Services is now doing roofs. We have had a previous good experience with At Home Services and we want to go with a big company who will do a good job on our roof. We call on 9/12/04. On 9/13/04 Chris (salesman) comes to our home, sells us a new roof. He explains that there are no payments, no interest for 6 months.
Our contract amount is $14,254.00 --- this is top dollar - we are paying for top service. I was so impressed with Chris' presentation (he was at my home for more than 2 hours) and especially the professional service that Home Depot guaranteed. Chris told me that he was part of a team. There would always be a Home Depot representative to work with us every step of the way. Making sure the job was done up to Home Depot standards. He advised that we, the buyers would be contacted by phone by a project coordinator. No project coordinator called us. Home Depot had already either dropped the ball or totally misrepresented themselves to us.
Andy arrives the following week, introduces himself as the project manager. He is to look at the roof and confirm that the measurements are correct. Great. Meanwhile, Hurricane Jeanne (Sept. 26th) hits and does even further damage to our compromised roof. My wife and I, like millions of Floridians are stressed beyond belief by the recent events. One good thing, we have already called Home Depot and are in the works to get a new roof. The second Hurricane knocked out power and phones and it is impossible to get in touch with Home Depot.
We call Chris in early Oct. and ask what is going on. We haven't been called by a project coordinator. Chris can't believe it. He provides us a phone number for the first project coordinator, Penny Napa. Penny says no problem. The job is in the works and it won't be long until we receive a call telling us the scheduling date. By mid-late October we don't hear anything. We call Home Depot and are told that Penny is no longer our project coordinator. Now we have been assigned to Courtney. We finally get in touch with Courtney, she says no problem we should be scheduled by the end of the week and she'll call us with the scheduling date. No return call.
We call Courtney repeatedly, only to reach voice mail which states "all calls will be returned within 24 hours". We leave messages ---We never receive a return call. Now why would you have to state on your voice mail message that all calls will be returned within 24 hours - are calls not being returned? At this point the communication between the customer (us) and the seller (Home Depot) starts to deteriorate and we begin to be unhappy and unsatisfied. We call At Home Services office in Delray Beach, Florida, and complain to the person who answers the phone that we can never get our project coordinator on the telephone. We express our disappointment and are assured that Courtney will call us back. Courtney has Andy (the project manager) call us. We express frustration with Andy that no progress is being made. We are passed the 4-6 week period for work to be completed.
Andy provides excuses, we have to be patient, we have to understand that no one expected two hurricanes. We say we are trying to be patient but we want Home Depot to deliver on their promises. Andy advises that there is a problem obtaining the shingles. It will be an additional 1-2 weeks. We are again assured that we will be called and things will get better. Early November - no call - we call Courtney. Again, where is the communication? What is going on? We are growing more frustrated by the way we are being treated. We are called by a roofing company - during the day while we are work and a message is left on our answer machine that we have been scheduled for January 13, 2005! We are stunned! My wife goes crazy. Calls the roofing company the following morning and states January 13th is totally unacceptable.
My wife tells receptionist at Roofing company to please call Courtney and tell her that an upset and angry customer has called and Courtney has to deal with the situation before it explodes. My wife is contacted at work by Courtney. My wife explains that we were told our roof would be done in 4-6 weeks. Now we are expected to wait into the new year!! My wife thinks there has been a major screw up and tells Courtney so. Courtney only offers excuses to my wife --- My wife doesn't want any more excuses - we want answers and action!! Courtney can't deal with my wife and puts my wife on the phone with her boss, Ben, manager of At Home Services in Delray Beach. My wife tells our story to Ben and complains that there is no communication. Ben offers more excuses. My wife begs Ben to please keep her in the loop, we can't deal with Courtney any longer. We are very unhappy customers and all we want is to be happy customers. We ask Home Depot to make it right. We ask Home Depot to deliver the services we were promised. You are a large company and if you have taken on more work than you can handle we the customer should not suffer at your expense.
Again my wife asks Ben to take advantage of the opportunity to make us happy. Ben says he will keep us "in the loop" -- now shingles are available --- but there aren't enough roofers to go around. He reminds my wife that two hurricanes have just made things difficult. My wife tells Ben she realizes this --- we survived the stress of the hurricanes and really don't need any more stress in our lives - at the hands of Home Depot.. Ben tells my wife Home Depot is working on getting more roofers and Ben says that his "team" will go back to the drawing board and see if it is possible to get our start date moved up. My wife says thank you. Apologizes again but frustration got the better of her. WE NEVER HEAR FROM OR SPEAK TO BEN AGAIN! So much for communication. Another opportunity to turn an unhappy customer into a happy one is lost by Home Depot. :-( November 23, 2004 (2 days before Thanksgiving) Home Depot truck arrives in the middle of the day while we are at work to deliver shingles. No prior phone call is made to us. We have no idea to expect them. 6 palates of shingles are left in our driveway. No one signed for the shingles. It is now Home Depot's policy to deliver materials without letting the customer know?
Again, no communication from Home Depot to us. What happened to the professional service? By the time we got home from work that night it is almost dark. We are left with no choice but to move these heavy shingles into the garage for safekeeping as people are desperate for shingles and they are being stolen from job sites. We, the customer, do not appreciate being put in the position to be forced to do difficult physical labor at our age and we were very, very upset, not only with the lack of communication but with the thought of being physically injured moving those heavy shingles. What happened to the Home Depot team? We are left to shake our heads in disbelief again. What is going on with Home Depot are they now delivering materials and expecting the customer to store them for approximately 2 months? :-(
Early December, 2004, we are called by Home Depot At Home Services who inquire if we happened to receive shingles. Uh yeah they came all right. Does this mean we might just get our new roof by the end of the year? Home Depot representative advises they will call the roofer and see. Once again, no communication between customer and Home Depot, no communication between Home Depot and roofer and no communication between roofer and customer. :-( Mid December we call roofer - have you received a call from Home Depot and are you going to start the job early? We have shingles stored in our garage. We are told January 13, 2005. We are disappointed but it is the middle of December we only have to wait one more month! :-) However, we are very inconvenienced by Home Depot as we cannot keep ours cars in the garage. More frustration. Bob (title unknown) from Home Depot calls my wife at work January 11th and says would it be okay if the roofer starts a day earlier?
My wife says great news. My wife asks Bob point blank - "the roofer isn't going to start the job and then leave us hanging for 2-3 weeks before completion are they?" Bob says "oh no --- that would be a nightmare" !! January 12, 2005, one day early job starts ----- this is 121 days after contract is signed. 6 weeks is 44 days. Only 66 days late --- The Home Depot Way! Roofer sends a "prep" crew on January 12, 2005. They don't know anything about the shingles in the garage (why not? We told them in mid December we had shingles?). They are very unhappy they are required to now haul these heavy shingles up to the roof by way of ladder. I personally helped them put the shingles on the roof. I say are you coming back tomorrow to finish the job? Crew foreman states - No. We are only the prep crew. We are finished.
Another crew will come to finish the job and lay the shingles. When will the shingles go on I ask? A couple of days --- "You'll come home one day and your roof will be done" the foreman says. Roofer leaves the paperwork for the job taped to the front screen door and we are told not to remove it or the ladder left on the side of the house. The inspector from our town will need to come. This was January 12, 2005. I call Roofer the next day, January 13th to inquire if I am scheduled for next week to finish the job. I am told that they were working on the scheduling and I'll be advised. I am happy - I ask for 1 days notice to make arrangements for my pet to be boarded elsewhere. No call the following week :-( No inspector :-( Now what is going on?? January 26, 2005, Joe (last name and title unknown) from Home Depot, calls my wife at work - wants to know if we are happy with our new roof! Ha! My wife says what new roof? Job was started but we are waiting for the roofer to come back - it is now 2 weeks after the start of the job. My wife is not happy with Joe.
Joe advises he will contact the roofer. Joe arrives at our house the very same afternoon. He tells me that the roofer advised the job was done. My wife says well look at the roof - does it look done to you? Joe explains he is the new project manager. He will call the roofer and find out what is going on. We want to know why the inspector hasn't come. My wife says maybe somebody forgot to call the inspector. Joe says well maybe the inspector is behind and lately he says, the inspectors have been coming by, taking pictures and signing off at the end. My wife expresses frustration and disappointment with the way we have been treated. Joe offers excuses but no answers!! This is a reoccurring theme. My wife tells Joe that Bob told her that the job would be started and finished and we would not be left hanging for 2-3 weeks - that would be a nightmare according to Bob. My wife tells Joe we are living the nightmare. Joe is not sympathetic with our story. Again, is it Home Depot's policy to change project managers and not make the customer aware of it. Total lack of communication on the part of Home Depot. More frustration.
I feel better at this point because Joe the project manager has arrived on the scene and is going to fix everything. Great! :-) I am waiting for a call from Joe. My wife tells me not to hold my breath. My wife says the story about the inspector taking pictures and coming back at the end of the job doesn't sound right to her. I tell my wife Joe said he would take care of it. My wife says we've heard that before. At this point I still have some faith in Home Depot. No call from Joe. No call from roofer. No inspector. What is going on!!!!!! January 29, 2005 (Saturday), Roofing crew arrives at 7:30 am - no phone call? No 24 hour notice?? Okay, what the heck, we are finally getting somewhere. This nightmare is almost over :-) Crew checks paperwork on door --- has not been signed off by inspector! Crew says they cannot finish the roof without signature from the inspector. I say no, no, Joe my project manager was here 3 days ago and he said we didn't need an inspector to sign off.
Crew foreman walks away and calls boss. Comes back and tells me sorry we have to leave. I say what! No. no. don't leave. Foreman tells me that I can call for an inspection. Well not today--- it is Saturday and every place is closed!!! Am I supposed to call for an inspection? I thought my Home Depot "team" was in charge of the job. How come no one told me on January 12th that I was supposed to call? Again, no communication and lots of frustration for us. I am kicking myself at this point for putting faith in Joe. I have no business card and no way to get in touch with him. I have Andy (the old project manager's) phone number. I call Andy. I tell him what happened today and what happened with Joe. Andy says "sounds like somebody dropped the ball!" He'll get in touch with Joe and Joe will call me. I call Roofing Company --- get answer machine and leave message.
I wait all day for a return call from Joe. No call. No one to call and say gosh we are sorry. We will make it right. No call, no inspection, no communication NOTHING :-( This ISN'T THE HOME DEPOT WAY. This is not what we were promised and what we are expected to pay for! I am left to stew all day and my frustration gets the better of me. I call and leave messages on at least 8 different voice mails. I am now at this point pleading - will someone please help me! Will someone give me answers! I finally figure out how to get the phone number for Home Depot Corporate Headquarters in Georgia. I speak with the complaint department. I will not hang up until I am given a name and phone number of a vice president, a regional manager, you - Mr. Robert Nardelli, the CEO! Finally, I am given the phone number for the southeast Regional boss, Mr. Charles Williams. I call him and leave a message - again I am begging for someone to help me. No roof!
As of today, January 31st, it is two days short of 3 weeks since the prep crew arrived to start the job The nightmare continues. We gave Home Depot opportunity after opportunity to turn this situation around and make us satisfied and happy customers. When this nightmare started that is all we wanted. To be happy. Home Depot dropped the ball. We feel that we have been wronged and we want Home Depot to make it right with us. Just finishing the job is not going to be enough. We were sold a product and services on Sept. 13th. A very expensive product that came with very poor quality service (at top dollar cost). This is not the Home Depot way of doing business --- or is it? The Home Depot website makes promises that are not being kept regarding roof installation and professional services offered.
Obviously you as the President are not aware of the total lack of professionalism being offered to your south Florida customers. We can't seem to get anyone on the phone to help us. We have no alternative but to write you a letter and let you know. Well, now you know. This is a true story. This is not a joke. Will you please make things right? Please contact us.
Thank you for taking the time to read this letter.