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Home Depot Complaint - Home Depot installation nightmare...... - Granite countertop nightmare!
Granite countertop nightmare! - Complaint
BRADENTON, FLORIDA -- If anyone reads this, please please listen how horrible my situation had become with home depot and NEVER EVER have them install anything!
Ok, my wife and I were remodeling our house. On a visit to the home depot store my wife picked out a granite countertop (for the kitchen) she wanted installed. After measuring it out, I came back to the store to purchase it installed. The bill came to 5400.00. I purchase a new granite sink, and a 200.00 faucet. Total bill $5800.00. A week later three non-english speakig guys come out to make the template. They also take my sink because its needed to put on a computer to make the cutouts. No problem. A day before the installation (Monday installation is set for Tuesday), a guy calls me from the granite company and leaves a message that there is a problem with the sink. I call him the very next morning since they were closed by the time I got the message. He asked me several questions about my sink, saying there was a mix-up and please describe the sink. Finally he says OH! ok we got it. Two hours later a woman from the company calls and tells me they cant make it out that day. I say what? I took out my sink to make it easier for the guys to take out the old countertop. After telling me it isnt her fault and to not get upset with her, she gives a phone to a guy.
The guy says that they have to cut the opening for the sink and its not something that can be done in a few minutes. Granite requires hours and polishing. So I say ok, next day then? Yes, no problem he says.
The next day they arrive at 9am. Two guys who don't speak English. One guy starts to take out my old countertop and the other sets up sawhorses in my driveway and starts to cut the opening to the sink!!!!!!!!
Fine I say to myself since it will be installed. After spending six hours at my house they leave, but somehow my full backsplash for the opposite counter wasnt put on the truck and they will come another day. The next day the plumber arrives. Goes to hook up the faucet and lo and behold the installers cut the hole for the faucet too close to the backsplash and the faucet wont fit, it knocks against the backsplash. By the way, the plumber speaks broken english at best.
No word on when the granite people will be back. So the next day I call the local manager, explain the situation, he calls back and says they will be out Monday. If you have followed along it is now Friday. My wife and I go to home depot to take the old faucet back and find one that maybe will taper away from the backsplash and will work. Out of all of them we decide on a special order Kohler listed as 400.00. We pay the extra 7.95 to have it overnighted so its here when the granite people arrive on Monday. Saturday, no delivery of faucet. Monday noon, still no delivery, I call home depot, where is my faucet? They reply that for some reason the order didn't get received until Saturday, its going out today. I tell them to that the granite people are coming, you need to tell them that I don't have the faucet. Sure no problem.
Tuesday, and 9 days without a faucet.
The granite people call and say they got a message not to come out until I get faucet. I said yes because I expected it today but I want the granite people there at the same time to fix the hole. She replies well we are going to send them anyway to install full backsplash we owe ya and if faucet there ok, if not we do another day. Finally I said ok, send your crew out. They never show up.
Wednesday, ten days without a sink. I call the corporate number and explain in detail whats going on. After conversing with one guy he hands the phone to an "expeditier" and she is rude and snotty and I finally blew my cool and told her that if my countertop wasn't done and finished by Friday, they can have it all back, and I will make a sign in my truck explaining their poor service and parade it around their parking lot and hung up.
After I relaxed, I called the local store manager, he got in contact with the granite company and after two hours they called me and said they are sending one guy(the most experienced) to fix the faucet problem, and another crew that will arrive later to install the backsplash.
The experienced guy arrives, and lo and behold he manages to enlarge the hole so that the faucet fits. Sink is installed, drain, etc.
The "other" crew never arrives.
Now its Thursday. I call the granite company to find out when my full backsplash will be installed. The reply: I'm going to call the guy who was out yesterday to install it, I will call you back before noon. Noon comes and goes no call back. I call him back, ask him if they will make it out today, he says no, the guy is real busy. I say ok how bout tomorrow(Friday), he says yeah Friday is good, but then wavers and says, let me find out, I will call you back. Never does.
Friday morning, granite people call at 8am, says they are sending a guy with my full backsplash and will arrive sometime this morning. I called at noon and got answering machine. Here I am, its 1:30 and still no backsplash.
Home Depot sucks. Their contractors suck. I will never ever ever shop there again. I implore all of you who are reading this, take my advice, go to Lowes!!!!!
Ok, my wife and I were remodeling our house. On a visit to the home depot store my wife picked out a granite countertop (for the kitchen) she wanted installed. After measuring it out, I came back to the store to purchase it installed. The bill came to 5400.00. I purchase a new granite sink, and a 200.00 faucet. Total bill $5800.00. A week later three non-english speakig guys come out to make the template. They also take my sink because its needed to put on a computer to make the cutouts. No problem. A day before the installation (Monday installation is set for Tuesday), a guy calls me from the granite company and leaves a message that there is a problem with the sink. I call him the very next morning since they were closed by the time I got the message. He asked me several questions about my sink, saying there was a mix-up and please describe the sink. Finally he says OH! ok we got it. Two hours later a woman from the company calls and tells me they cant make it out that day. I say what? I took out my sink to make it easier for the guys to take out the old countertop. After telling me it isnt her fault and to not get upset with her, she gives a phone to a guy.
The guy says that they have to cut the opening for the sink and its not something that can be done in a few minutes. Granite requires hours and polishing. So I say ok, next day then? Yes, no problem he says.
The next day they arrive at 9am. Two guys who don't speak English. One guy starts to take out my old countertop and the other sets up sawhorses in my driveway and starts to cut the opening to the sink!!!!!!!!
Fine I say to myself since it will be installed. After spending six hours at my house they leave, but somehow my full backsplash for the opposite counter wasnt put on the truck and they will come another day. The next day the plumber arrives. Goes to hook up the faucet and lo and behold the installers cut the hole for the faucet too close to the backsplash and the faucet wont fit, it knocks against the backsplash. By the way, the plumber speaks broken english at best.
No word on when the granite people will be back. So the next day I call the local manager, explain the situation, he calls back and says they will be out Monday. If you have followed along it is now Friday. My wife and I go to home depot to take the old faucet back and find one that maybe will taper away from the backsplash and will work. Out of all of them we decide on a special order Kohler listed as 400.00. We pay the extra 7.95 to have it overnighted so its here when the granite people arrive on Monday. Saturday, no delivery of faucet. Monday noon, still no delivery, I call home depot, where is my faucet? They reply that for some reason the order didn't get received until Saturday, its going out today. I tell them to that the granite people are coming, you need to tell them that I don't have the faucet. Sure no problem.
Tuesday, and 9 days without a faucet.
The granite people call and say they got a message not to come out until I get faucet. I said yes because I expected it today but I want the granite people there at the same time to fix the hole. She replies well we are going to send them anyway to install full backsplash we owe ya and if faucet there ok, if not we do another day. Finally I said ok, send your crew out. They never show up.
Wednesday, ten days without a sink. I call the corporate number and explain in detail whats going on. After conversing with one guy he hands the phone to an "expeditier" and she is rude and snotty and I finally blew my cool and told her that if my countertop wasn't done and finished by Friday, they can have it all back, and I will make a sign in my truck explaining their poor service and parade it around their parking lot and hung up.
After I relaxed, I called the local store manager, he got in contact with the granite company and after two hours they called me and said they are sending one guy(the most experienced) to fix the faucet problem, and another crew that will arrive later to install the backsplash.
The experienced guy arrives, and lo and behold he manages to enlarge the hole so that the faucet fits. Sink is installed, drain, etc.
The "other" crew never arrives.
Now its Thursday. I call the granite company to find out when my full backsplash will be installed. The reply: I'm going to call the guy who was out yesterday to install it, I will call you back before noon. Noon comes and goes no call back. I call him back, ask him if they will make it out today, he says no, the guy is real busy. I say ok how bout tomorrow(Friday), he says yeah Friday is good, but then wavers and says, let me find out, I will call you back. Never does.
Friday morning, granite people call at 8am, says they are sending a guy with my full backsplash and will arrive sometime this morning. I called at noon and got answering machine. Here I am, its 1:30 and still no backsplash.
Home Depot sucks. Their contractors suck. I will never ever ever shop there again. I implore all of you who are reading this, take my advice, go to Lowes!!!!!
Comments:
Posted by jlmgodzilla on 2005-03-25:
I can sympathize with you. I had a new floor put in by a guy who I swear was either VERY hungover or still drunk. Can't decide. It was a one-piece floor and he put it over some "pebbles" (probably from his filthy work shoes). The floor still has little bumps here and there that I can see daily. Thank goodness it was only a $700 floor. I will never again use Home Depot for any new installations. I would have been better off if I installed the floor myself!
Posted by consumeradvocate12 on 2006-04-10:
Sounds like a similar thing that happened to me execpt I PAID Expo design center in Redondo Beach Ca to do the choosing of items and they screwed up. Thanks for your story.
Posted by johnrh on 2007-11-27:
I too have had troubles with Home Depot and granite counter tops here in Kansas City. From poor taking three times as long as promised to install, shoddy workmanship(leaving off corners,bad edging,uneven thickness of granite,cracking entryway tile,two colors of granite slabs, etc..) promises of discounts and not following through. Unable to contact granite department(mail boxes full, will not return phone calls,poor communications between each other, etc..etc..). Mines still going on. bought 8-1-07 now 11-27-07, Please don't patronize the Home Depot Granite here in KC area. ThanksJohn
Posted by johnrh on 2007-11-29:
I wanted to follow-up today. I escalated the issue to 1-800-home-depot#. The representative was vary helpful she worked out at settlement which honored original agreement. reached a few weeks back.
In retrospect, I wish I would of not taken as long to escalate the issue. I think it would of solved the problem sooner.
In retrospect, I wish I would of not taken as long to escalate the issue. I think it would of solved the problem sooner.
Posted by exclusiveken on 2009-01-19:
dont count on any warranty from home depot, we bought our countertops, paid $6000.00, a crack appeared about 16 months later, they came and looked at it and told me they cant see how that would have happened, BTW THERE IS NO WARRANTY FOR CRACKING. Thanks home depot, During the sale they told me all this great stuff "its the last one you will ever buy", "you cant hurt it unless you hit something on the edge", etc. Well the crack is nowhere near an edge, it is in the seam and goes through the middle.And there is nothing they will do about it. SO DONT BUY GRANITE FROM HOME DEPOT, if you get it somewhere else get them to put the no cracking on paper.
Posted by Sandy on 2012-11-14:
You think 10 days without a faucet is bad?? Try 5 months without a kitchen!!! Due to screwed up orders (cabinets) and waiting a month each time a replacement had to be sent (had a to replace a replacement--3 months just waiting). Store mgr has been very helpful though...we'll see the end result...someday!
Posted by Walt on 2013-06-07:
Never, ever allow the store contractors to install purchased products. They aren't paid the prevailing rates and you will be last on there list of jobs as well as terribly disappointed in the hurry up job they perform. The stores products are also sub-par when compared to an actual Granite supplier.
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