DACULA, GEORGIA -- We went to Lowe's who told us it would be $1,000 just to install a hot water heater. So, we went to Home Depot in Loganville to see what their pricing was. The customer service representative up front said that installation is typically the same price as the hot water heater, so if you spent $600, the total would be $1,200. We looked at a Rheem Performance Platinum 50 gal. water heater which had a 12 year warranty. That price was $659.
The Home Depot female representative in the back asked for my phone number, address & e-mail so the installer, Bynum Plumbing 770.736.8283 could reach out to give us a quote. They call you so nothing is in writing, but she said that because we have a 40 gal currently we should stick with that. She said the 12 year warranty was special order so not in stock. So, we chose a Rheem Performance 40 gal. water heater with a 9 year warranty. She said the total price would be $1,328 for the permit, installation, and the hot water heater. Then she changed it to $1,448 after talking to my husband.
I tried to call the Bynum woman back for the rest of the day, but their mailbox was full. I tried to get Home Depot to call them, but again, their mailbox was fully. Finally, I was able to tell them on Monday that my father would be paying for the unit, and how would that work? Once Bynum got there, they claimed we needed a pressure regulator which brought the total to $1,873. How a less than $659 hot water heater turned into $1,873, I have no clue. But after reading these reviews on here, I wish I read them sooner.
My husband was in the garage with the plumber, so when the people left I said, "Where's our manual for the machine and our receipt?" I texted Bynum and got no reply. I called the Home Depot main number at 1.800.466.3337, and after going through all the prompts, I held for over 7 minutes while the phone rang at least 70 times never going to voice mail.
I finally hung up and called the Loganville Home Depot and asked for a receipt with the breakdown of cost. She said I needed to call Bynum. I said, "Bynum said to call you. You partnered with them for the install. What is going on?" She said she would e-mail me a receipt, but it only supplied the final total of $1,873.00. No breakdown of cost. I explained to her on the phone prior to her sending me that that I wanted a breakdown of cost. I said, "This is odd. You get a breakdown of cost at QuikTrip. Why would this be any different? We almost spent $2,000, and you can't provide a breakdown of cost."
She was saying if we know the model and serial number we can print out our own manual. I said, for almost $2,000, you can provide the manual to us. Why should I pay for all of that toner and paper for something that should have been presented to us? This morning I realized that the 9 year warranty they gave us in a plastic sleeve was soaking wet. It's now airing out on our carpet. I just don't understand why it's so hard to get a receipt with a breakdown unless Home Depot and/or Bynum Plumbing are hiding something. I sent them another e-mail this morning.
ARLINGTON, TEXAS -- This is the Second time I have been hit with a major surprise on the same water heater installation. The first one was to do with exorbitant upcharges in the name of code upgrade. eg: $14 shut off valve -paid $99, a$19 pan paid $105, a 18inch stand costing $17 paid $99.
That was a bad enough installation experience and now after 8 years I realized my Extended warranty I bought for life time replacement is not worth as it seems if the water heater turns un-repairable.
Please read and learn from my experience and be a knowledgeable consumer. This is not over and I am going to every internet blog site, consumer affairs on local TV if they like my story, and other media options to expose how innocent customers are ripped off with a poor service and no value for extra money spent.
Now read on if you have the patience.
I purchased a 50 gal electric water heater from Home depot in 2008 with installation, Extended Service Plan and the whole nine yards.
Last year Aug 2015 I had problems and HD hot line referred to a Company called ASSURANT ( If you break up their name ASS you RANT). They sent a service man on 4 occasions,
First visit reset the heater reset switch - stopped working after 2 hours.
2nd Visit - changed one of the elements - failed after a day.
3rd visit - changed the second element - failed again in a day.
4th visit - changed the thermostat - finally fixed it.
During this above episode I had no water heater for close 20 days, waiting for service man, failing, repeat call, waiting for special order thermostat etc.
On Feb 28 of 2016 this year - the water heater stopped working. called ASS you RANT again.
First visit - March 2 - the service man comes reset the reset switch and said if after this it fails - nothing can repair this because a sensor gone bad inside -not repairable.
March -4 called ASS you RANT again and they said will need to file a claim for new water heater because of multiple .service calls, the request for replacement explaining the unrepairable heater was to be explained and worked by the service tech in this case "R**** R****S**R". They said will take 3 business days for an answer and so including the week end waited for 5 days. No calls from them.
March 9 - called ASS you RANT after the 3 business day rule - they said nothing has happened and no progress. In this case the service repair company didn't do a squat. Called the next level mgr to explain and he called the service provider placing me on hold and said to give 24 hours for an answer.
March 10 called after the 24 hour notice, the same Warranty company ASS you RANT, and they said no progress nothing happened repeatr of previous day and another 24 hrs will be taken care of.
March -11 Friday called ASS you RANT for an update, and still the same. This time I vented my anger for lack of any action, and they gave me a new claim # and said I have to have 3 strikes rule ie:after 3 separate incidents still not working then that will qualify for a new water heater.
March 12- A tech from RR (service provider) comes takes measurements quotes me a price and says he will call fist thing Monday morning ie: today with claims and new heater etc. In the mean time he quoted extras like I need a new pan - old pan was small costing $119.98. same sells at HD for $19.98. He also said I need an upgrade to have a electrical disconnect switch for the heater since my breaker box with Circuit breakers was on the outside wall and quoted another $150 for that ( I checked with the local city Building planning Engr who said it is not true and gave me a number to have them call if the push for that). I said figure out the new replacement heater details and then we will go over.
Today - March 14. The service guy from RR that came on Saturday was a no show broken promise nothing done - and new service guy came gave a nice lip service said he will take care of it all. After 15 minutes with ASS you RANT on the phone says "my heater is not covered because the ser # doesn't match in the system". This was really adding insult to injury. I did my own investigation calling ASS you RANT of this and discovered that they never had a ser # / mode # in their files and it was the tech who came last week gave a wrong ser #.. Finally after calling 3/4 different #s at ASS you RANT they said they will take care of replacing it.
The Final verdict from ASS you RANT was THEY WILL NOT REPLACE THE WATER HEATER BUT WILL GIVE ME A CREDIT OF 60% on the cost of HEATER ONLY after depreciation.
So here I am having an installation done by Home Depot, with extra money paid for ESPlan, and I am told since its unrepairable even though with in the warranty period (in this case Life time of 12 years!), their terms are will give cash only of $440 plus take it or leave it.
WHAT NONSENSE IS THIS with an ES Plan. Went to Home Depot again this evening their answer was we don't know how it works and it may just be this.
To test their latest same day plan, called HD installation hot line and having burned with all thes esurprises posed them a hypothetical question - if I buy an ESPlan and the water heater fails and unrepairable during the warranty period what will happen, the lady said you will get a FREE replacement. I asked what replacement meant she said since you bought an install the replacement will be a free installation and I pay permit fee which I don't mind.
The MORAL OF the story - Don't trust Home Depot / any of these plumbers bait and switch at low price on phone and then upcharges.
You go to a big corporation, hoping you will get a god service they just don't stand up to their promise. Shame on you Home Depot and Assurant (the warranty company for the run around- the ASS you Rant is a better name), and the service provider who didn't give a care to follow up.
SURPRISE, ARIZONA -- I went to Home Depot in anticipation of purchasing and having an installation of a replacement electric water heater for my home. After viewing, and because there was no Home Depot associates to assist me and with the small amount of knowledge I have of water heaters, I choose an intermediate Rheem electric with a price of $609.00. I have always installed my own water heaters but because I am now in my mid 80's I decided to consider a Home Depot installation. I had already drained and uninstalled the current water heater and removed it to outside.
The new installation is quite simple. All that had to be done was place the new heater in position under the "Flex" pipes left from the previous installation and connect those two pipes and then connect the electrical wires left from the previous heater. Then turn the cold water on to fill the new heater and turn the power back on at the service box. One technician should be able to do this in about an hour, after making my selection of heater as I mentioned above.
I walked around the store again finding a gentlemen wearing an orange apron, I asked him if he had knowledge of installation costs for a water heater? He proceeded to and said it varies, but its any where from $800.00 to $1,200. I assumed he misunderstood my question and rephrased it again. He reaffirmed that his price range was correct.
I then went to the Customer Service Desk to ask the same question and was told that the installation charge is the same as the price of a water heater. Therefore in my case the installation charge will be $609.00. I immediately went to Lowe's across the street and asked the same question and was told the water heater installation cost is $279.00. Needless to say that Home Depot lost a sale due to an extremely inflated installation fee. After arriving home I called two plumbing company's and explained my situation. I was quoted two prices for installation. One of $199.00, and the other $270.00. When I told each of them of the price quote from Home Depot of $609.00 to $1,200.00 they each stated that it was not the first time they have heard that, and "Incredible" was their comment.
MCKINNEY, TEXAS -- I went to the Home Depot store in McKinney, TX on Custer Road - great store, got some info on same day water heaters. I needed one so I called and placed my order, got an approximate total and a scheduled time. Things are great up until now, I thought these guys are great!!! Wrong!!!
When the subcontractor Mr. ** from same day water heaters shows up at my house, quotes me a totally different price, twice what I was given. Then asked me to remove some things that were blocking the water heater access or he would charge me an additional 350 dollars to remove them, to which I said "No problem. Just give me a few minutes and I'll do it myself". I stated "It is not that difficult". Then Mr. ** gets in his truck and leaves without saying a word. I called back to see where he was and he was MIA - got his feelings hurt because I would not pay him the extra 350 he wanted to make.
Horrible, unprofessional company - god awful attitude from this guy since he got there. Clearly, he was in a bad mood or something. I don't mind paying for things but when your attitude overtakes and you behave the way this Mr. ** did, I lose all respect for a company like Home Depot as they represent them and they should not have these vendor providing these services act this way. I will never use another service from Home Depot where a subcontractor is used, and I will avoid shopping there as well. LOWE'S is a better option. Goodbye Home Depot. This may not mean much but you just lost a good customer
TWENTY NINE PALMS, CALIFORNIA -- Don't go with the Home Depot installation service. Forget about same day installation if calling before noon. Doesn't happen. Set up an appointment with a window of 2 pm to 6 pm for the next day. Installer refused to give me an estimate of price over the phone. My tenant stayed home all afternoon. At 5:55 pm the technician called her and said they couldn't make it. This morning I finally was able to talk to a manager and received an estimate of $1200 just for the installation! Went with someone else who will pull the permit and install for $350. HD installation is a major ripoff. Don't even consider using them. The people they contract with are a joke.
HUMBLE, TEXAS -- If you call before noon (I did) you're supposed to have same day install. Service guy arrived at 6 pm for 11am-1pm appointment. They quoted unnecessary parts and permits plus high labor to install. He was gouging and upselling. Next day I got a different guy, who installed it at less than half the price, and got the job done in less than 2 hours, including removal of old unit from the attic. Home Depot should not send out these type of contractors and they should not advertise something they can't deliver on. On a 1 to 5 scale, I rate them zero.
ATLANTA, GEORGIA -- I noticed for some time a puddle of water repeatedly forming on my basement tile floor...... After six months of this, I examined the floor with a strong flashlight and noticed that the bottom of the G.E. hot water heater was rusty and leaking..... Since the unit was still under warranty, I called the Home Depot store from which it was originally purchased.... After calling G.E. for suggestions, which were: the heater is still under warranty and we will replace it free of charge. I was satisfied with this and made arrangements to have the unit replaced....
I was told that I would have to uninstall the heater and take it to Home Depot for the swap; when upon, I explained that I was in my mid sixties and had a small Mercedes convertible and asked if other arrangements could be made.... After several waits, lost calls and transfers, an arrangement was made that I would pay over $500 and Home Depot would arrange to have someone come to my home and take out the old heater and replace it with an identical unit. I was somewhat annoyed that the "replacement" with installation.....after all, the unit was defective and leaking, after all!......was going to cost more than the original heater, with delivery and installation!
I agreed to the proposal, with some reservations. So, today, the chosen contractor sent by Home Depot, by the way, came by, immediately told me that I had to write Home Depot a check for $663(!) which I did..... He verified the funds and proceeded to removed the old heater....... Then he told me that I needed to go to the Home Depot store and return the old heater and pick up the new one! I explained that that had already been worked out.... That was why I was paying this exorbitant charge, wasn't it? He said "No"......that I had to do all of this.
I was furious and felt totally ripped off, and called the Home Depot Store on Ponce De Leon Ave., Atlanta, waited while the operator finished a personal conversation with another operator, then eventually put me through to the store manager or assistant manager. Again, I had to explain what was going on..... The manager spoke to the installation person and told him that he was to take the old unit back to the store and return with the "warranty" replacement and install it......
I am currently waiting for him to return and do this so that I can clean up the muddy footprints and the mess that was made during this ordeal......AND.....the cost of all this, my time and worry.....all for a unit that was failing before its "time" ......within the warranty period....... That's why I am now determined to go to any and every message board and complaint blog and express my disapproval of how this was handled. Customer service at Home Depot has really gone down the tubes in the many years since I first began to frequent the old Sidney Marcus Blvd. location where I was always treated fairly and politely. That is no longer the case, is it?
So.... I suppose Home Depot considers it fair for me to pony up over $800 to replace a $220 hot water heater..... I feel totally ripped off and intend to express my grievances on any and all message boards and complaint sites that I can possibly locate on the internet and to write personal letters to both Bernie Marcus and Arthur Blank, for what that's worth.....probably very little! So, I am having dinner guests this evening and NO WATER!
Addendum: it's 5.40 P.M and the installer has returned with the new unit to install it. The store manager has agreed to not charge any additional expenses (over the $660 already charged to me and paid by me) for the replacement. I'm still annoyed and a bit disgusted by all this inconvenience and waste of my time and energy.
ROUND ROCK, TEXAS -- I bought a water heater and the installation services at HD on Wednesday night. They told me that someone was going to install it the next day. Home Depot also told me to measure my existing unit and to call them if my current water heater height or width was more than 4" larger or shorter. I got home, I measured my unit and notice that the new unit to be installed was the same width (20") but it was taller, 58" vs. 50" of the current water heater. I called Home Depot and told them that the new unit was 8" taller than the existing one. The person from Home Depot told me that she was calling the installers to let them know and not to worry about anything.
Later that day, somebody from a plumbing company called and said that they were coming around 3 PM. At around 4 PM, someone from the plumbing company came, he asked where the existing water heater was. I told him that it was located in the attic and showed him how to get to it. He got into the attic, took some measurements and then came down to tell me that the unit he had in his truck was taller and that this was not going to work, then I told him, "Didn't someone from Home Depot told you guys that I called to tell them that the new unit was 8" taller?" to what he responded "Nope, they didn't."
So I called Home Depot and told them about the problem, the lady in the phone told me that it was fine, that they were going to exchange the water heater but there was going to be an extra $75 charge for the extra trip... Oh boy, that made very upset. I told the Home Depot girl from Home Services that there was no way I was paying $75 more for an extra trip when I followed what they told me about calling them if the size of my water heater was different.
I asked to talk to a manager and to my surprise, the manager was very understanding and he told me not to worry about anything, he was going to void the $75 for the extra trip. I was happy. The installer told me then that he was coming the next day with the new smaller water heater to install it. Next day came and the installers called me to tell me that Home Depot never sent the new order and that they still had the same water heater, the tall one. I called Home Depot and they apologized for the inconvenience, they offered to call the installers again and explain everything so they could get the new shorter water heater.
Again, I sat and waited....and waited...and waited. Then I got a call from the installers saying that everything was ready and that they were coming between 2 and 4 that evening. It was 5 PM and no one had showed up yet... I called the installers and they told me that the technician that was coming to my house had an accident at a different home while installing another water heater but they also said that they were sending another person at 8 PM that night.
I was really pissed, I told them that I was calling Home Depot to straighten this up. So I called Home Depot, told them about what happen and they said that they knew how I felt and they apologized. They also said they were calling the installers to make sure they were going to be at my house at 8 PM to install the water heater. At around 7:30 PM I got a call from the installers telling me that they were really sorry but they couldn't install my water heater until the next day, Friday...
That was it, I got really upset, I told them that this was unacceptable. I explained how I had to stay home that day and the day before to wait for the installer to come home and install the water heater. I explained that I had three small children which were showering with cold water since Wednesday... Man I was really upset. The only thing the guy from the plumbing company said was "I am sorry there is nothing we can do, you'll have to wait until tomorrow." OK so I said, "What time tomorrow?" and he responded "Some time between 9 and 5 PM..." WHAT!
I said, "Never mind, forget about the water heater installation, you are not a professional, you should not be in business, this is unacceptable." I called Home Depot and told them about this mess. The person from Home Depot said he was calling the installers that same moment to find out what was going on. About 15 minutes later I got a call from the guy at Home Depot and he told me that the reason the installers didn't go to my house to install the water heater was because the installer that came to my house the previous day have noticed that I had a problem with venting in the current water heater.
Supposedly he had noticed that there was carbon monoxide coming into the house... WHAT!! That was it. This time I couldn't contain myself, I told them that was BS and that they were obviously lying. I asked the Home Depot to cancel everything and I hanged up. The next day I went to Home Depot, I asked to talk to the manager, and he was not there, then I asked for the name and phone number of the district manager and everyone I asked told me that they could not release that information to me...
They were rude and they told me to come back some other day to speak to the store manager. That happen last Saturday, today is Sunday and I finally got my water heater. I bought the water heater, and my brother-in-law offered to install it. I helped him and you know what, there was no science to it, it was very simple and now I have hot water again. Home Depot should do something about controlling the professionalism and customer service offered by the subcontractors they use in Home Services. I am never using Home Depot or any other big store's installation services for that matter. STAY AWAY!!
PORT ST LUCIE, FLORIDA -- Don't buy Home Depot water heater extended contract. If we hadn't had this worthless contract we would have fixed the water heater ourselves by now. Instead we spent all day Friday trying to get an appointment with their service company and now today (Monday) have gotten a call that they can't come out today but will be here tomorrow morning. Also not sure what the contract really covers since we were never provided a description of it. So if you want to wait on your hot water be sure to pay the extra money for the contract.
KIRKLAND, WA -- So I was quoted $679 for the installation on my hot water heater, which seemed high, but the company was offering a 12-month no interest if charged on their credit card deal, and since finances are kind of tight right now, it seemed worth it. My house is a 1935 home, and is admittedly not up to code on a lot of stuff. It still has galvanized pipes and most of the repair and installation work prior to me, looks to be DIY. I would have installed this myself as well, but I am terrified of wiring, and since the water heater had to be wired in, I decided to avoid an electrical shock or fire and have it done professionally.
So the quote was $679. When they left, they ended up charging me $1379. I thought WOW! My house must have really sucked, until I started looking at what I got charged for and how much. The drip pan they "installed" cost me $59. When I looked it up on the internet, it costs $22 max to purchase, and the installation on that is... sit the heater in the pan.
Everything on the list and the charges they added were 3x cost of the item. I was charged $80 separately for earthquake straps on my heater - every plumber I have talked to afterwards tells me that is something that should have been included with the installation and original quote. Wonder why I contacted plumbers afterwards? Well I went to take a nice hot shower to wash the stress of paying twice what I thought I was going to pay for the heater, and found out the hot water is not going to my bath tub, which is located 5 feet away from my hot water heater.
I called the installation company to ask them to come and fix the issue, and they said since I signed the job complete and in the completion signature there is a block saying that if I have galvanized pipes they are not responsible for their installation to work, I am out of luck and to call a plumber to fix their installation and flush my pipes. So what I learned was this: Home Depot's subcontractors just suck. Their no-interest deal sounds awesome, until you are paying double. Also I learned, don't sign papers until YOU test the item, not just take the word of the installation guy. The subcontractor for this was: Fast Water Heater Company (Kirkland, WA).