HOME DEPOT HOME SERVICES

I contracted for windows and sliders with Home Depot in June 2022. Was given an install date of Sept 2022. So far, I have had (3) different install teams here. 1st install team came to do the windows. One of the windows had been mismeasure, so my 3 living room windows couldn't be installed. A 2nd/different install team came back a few days later and installed the sliders. I should have had a total of (4) screen sliders installed. Only (1) was delivered. It was torn and mis-sized. Installer arrogant. New install date of early December 2022. (3) Windows successfully installed. All (4) screen sliders delivered (with difficulty, as the window installer wasn't told about the screen sliders when he visited the warehouse, so simple install took all day, as he had to come back, and was disgruntled about it). A set of (2) screen sliders were made to open from left to right instead of right to left, as had been set forth in the original design. SO, they have to be reordered. Also, none of the sliders came without latch keepers (can't be locked from inside). I expect this job won't get completed until sometime in January. No apologies for all the mishaps, delays. Finger pointing at window/slider manufacturerer.

Installers, who were subs, were decent guys and seemed to do a good job, I would hire them again. Unfortunately of the 19 windows and 2 sliders ordered, 5 windows were wrong and one window was damaged during installation. They still wanted their money though. The feedback is the windows are ordered and will be put in when they get in - no timelines. I get that not everything is going to be right, but 25% of the windows being wrong or broken is unacceptable. The lack of urgency in addressing it is worse. Install done 12/18-19/2017 and it is 1/9/2018 and they have not contacted us with a resolution plan.

They did a good job and I would use them again.

Please share and HELP me get this fixed!

It is a lot to read, but Please keep reading! It may be you next timeJ

 

We purchased some windows from The Home Depot on 5/21/2015 and some additional windows on

6/17/2015.  We live in St. Johns County, FL where it is required to have nail flanges replaced when new windows are installed. We were billed an extra 20 hours for miscellaneous stucco and paint repairs for the first set of 6 windows, and another 22.5 hours for the second set of 4 windows.

 

The Home Depot contracts all of the work to sub-contractors that were here working and did not need or use the extra hours that we paid for. They, in fact, did an extremely poor job installing the windows. The next day after installation, The Home Depot charged the full amount for the job to our credit card, not waiting for the inspector or any kind of inspection of the job. We filed a formal complaint with The Home Depot on 7/24/2015, explaining the job and installation of the windows were not acceptable.

 

The complaint listed: Broken and uneven trim and windows, screws in the trim to hold it up, not matching windows, stucco and paint now with scraps and scratches in the paint and chipped up stucco, broken pieces out and around the windows, unfinished caulking work, caulking the drip edges closed, leaving the home and new windows a mess, the list just goes on and on.

 

The St. Johns County Building Inspector came out Friday, 8/21/2015 and failed The Home Depot?s window installation.

 

The day I filed the complaint with The Home Depot, I called the supervisor that oversees the contractors to let him know a complaint was filed. He had already received a copy sent from the corporate office. I started to explain what was going on and the disappointment in the job. He started to get mad at me, explaining that those contractors have been with The Home Depot over 10 years, and they would never complete a job like I was explaining. I asked him to please come and inspect the job. His answer was, ?It is almost 5:00 on a Friday, and I don?t work Saturdays.?

 

We did finally have him out the following week, where he took pictures and agreed that it was a BAD job. He was going to get right on this and bring in people to help finish this job up right. That was on 7/27/2015, we still are trying to get The Home Depot to return calls and answer e-mails.

 

The supervisor has given us one viable option, over these past several weeks, that The Home Depot would like to put stucco banding over The Home Depot?s window job to help cover up the damage to the home and try to seal the new windows.

 

We have reached out for help to Ken at First Coast News, the State Attorney?s General office, employees in different roles at The Home Depot and St. Johns County Inspectors.

The State Attorney?s office did ask us to open a case on their web site, so they can continue to monitor the situation but instructed us to hire a private attorney. The St. Johns Inspector said they could only help with how they installed the windows, but did wish they could do more. I have heard nothing back from First Coast News.

We are left with little recourse except to reach out to you! We are a middle class family, both parents working, trying to raise 3 kids. We do not have money for attorneys! We just want The Home Depot to do the right thing. I have asked that they refund the money for the windows until the job is completed. Unfortunately, I am making payments to The Home Depot for a job that has not been completed!  The Home Depot has taken our money and run!!  This was not supposed to happen according to what was in our contract! The Home Depot has broken that contract more than once with us throughout this project. We were guaranteed nothing but the best when we signed with them.

 I want everyone to hear this story and think, do you really want The Home Depot in charge of your projects? Our homes are a valuable asset to us; do we want a company that will not stand by their work? Their contract? Their reputation as a company? Yet, they had NO problem taking our money for a failed job!

                It is now over 3.5 months since the purchase of these windows. We are currently working with regional management employees, who are in touch with their supervisors. We are always calling them to ask what is happening, when we are going to get this fixed and passed by St Johns inspectors.  They came out to the house one time, and wanted to put stucco banding around the new windows, they put in. This will cover up the poor installation they did, plus help seal the windows, which was never done. The problem is the home will looked patched, we did not get all of the windows done at this time, but planned to finish the rest of windows in a year or two.

 The Home Depot said they would put stucco banding around all the windows, but when it comes time for us to replace those windows, we will be looking at an extra $600.00 to $800.00 to remove the banding so they can replace the window. We asked The Home Depot if they could give us a discount so we could just finish the windows now, do the stucco banding and not worry about any of this again. They came back with only an 11% discount to do the rest of the windows. We already have one window with existing stucco banding, they have added an additional charge of $600.00 to remove the stucco, so the new window can be put in.  REALLY!! We never planned on altering our home or having any of our windows wrapped in stucco banding! The Home Depot came up with the stucco banding to cover and fix the horrible, destructive job they did to our home.  We finally had to call Citibank and file a disagreement against The Home Depot for not reversing the charges for the unfinished work. We are praying that Citibank will be able to help us, since The Home Depot does not want to work with a middle class family that has already paid the bill in full to them.

The hardest part of this whole story is the lack of care The Home Depot has shown us. They continue to be extremely busy selling windows, and having zero respect or care for the clients lives and a home they have destroyed. I am not talking about the employees you find helping you on the floor, I am talking about upper management, who are supposed to be leaders-the actions and voice for The Home Depot who will not talk with you or step in to do the right thing for the customer.

We always thought The Home Depot was about customer service, we were wrong.

 

Signed contract with the folks here in Jacksonville, Florida on 2/23/15 (selected them because of Consumer Report's rating of Simonton windows).  Because some windows had round tops, they put them on a separate contract on 3/16/15 (total of work was $46,611.00).  They installed the week of 4/22/15.  The grids in the front windows didn't match (the 2 orders were different), the screens were different (some were full, some were half), some windows were tinted that should not have been, one window will not open/close correctly, they broke alarm wires that resulted in me having to have a brand new alarm system installed (almost $2,000.00).  They finally came back on 6/12/15 to make the repairs - broke one of the windows, didn't have all the screens, and believe it or not - the alarm system would not work when they left ($125.00 fee, because the alarm company said it was not covered).  One of the biggest mistakes I've ever made (using Home Depot) - 4 months later they still haven't fixed the big issues (I will not even mention the smaller issues).  Although they are very nice, they are virtually dysfunctional (repeat trips to my home, etc.) - in 2015 you expect them to take photographs and to document what they need so they don't need to keep coming out - it would improve both customer satisfaction and their profitability...  use an independent contractor to install your windows, not Home Depot!

Their warranty out shines all other estimates that we got.  It was a little more expensive but we felt that it was worth it.  Origianlly they under estimated our price. When asked if we would pay any more we said no.  A week later they were putting the roof on at the original price that they quoted.Out salesperson, Chris, was awesome.  He came out and explained every little detail and every step that they would do in replacing the roof. Any questions, we just call him and if he can't answer right away, he always calls back.

Sales pitch was a little long but very informative.  After reading reviews of what others were paying for windows, I was a little nervous about getting the quote, but was pleasantly surprised when the salesman gave me a very reasonable quote.  I went with their highest quality double pane, argon gas vinyl windows for 9 out of my 12 windows.  The other 3 were one step down in quality (mid range).   After a 10% off promo Home Depot was offering, my price was $7500 for complete tear out of old windows (which were the original windows from the house built in 1969) and installation of the new windows. 
 
It took 3 weeks to manufacture my windows.  Home Depot kept me informed of every step through emails and phone calls from a job coordinator assigned to my job.   The installers arrived on time on both days of install.  The job took 1.5 days to complete.  The installers were professional, accommodating, and jovial.  They explained everything they were doing, and showed me what paperwork to save for a rebate from my electric company.  (I got back $385 from TECO).  The job coordinator followed up to make sure everything was done to my liking and arranged for the final county inspection.  Overall a great experience.

Crew arrived at time predicted – worked efficiently – cleaned up after job completed. Went over everything with our leader following day before signing off on job.

The representatives, from sales person to installers were courteous and knowledgeable. Explanations of what was needed and the associated cost were explained and samples were provided. The work crew were very punctual and cleaned-up after themselves. They completed the job in two days.

Poor sales experience. Excellent windows. Wanted the HD brand behind the installation as I was new to the area. Very frustrating experience. I even wrote to HD CEO and my issues were never resolved. I am still waiting for reimbursement for damage to bathroom tiles during the installation.

The day that my windows were supposed to be installed, no one showed up or called to cancel. So I lost that day and had to cancel the vertical blind installer also. I called Alex (project mgr) and was told that the installer quit. Why was I not notified? The installer did not have the correct molding for two windows on the truck (30 June 2006).I have left messages, sent faxes to Alex since that day and no one has called me back as of this date. (1 Sep 06) Two months and my windows are still not finished. I will be writing to Home Depot ASAP.

There are over a thousand nails through my living room ceiling. They keep putting the work off on to someone else and it never gets fixed. No one will take responsibility. This has been going on for over a year. They keep saying they stand behind their work, but they don't.

They did no work. They sent us a contract without details after receiving a 250 dollar deposit. They refused to amend the contract, so I opted to not have the work done. It took them 3 months to return the deposit.

They did a horrible job. They had to do the job twice and it took 3 crews. The management in Tampa and at the headquarters in Atlanta was unresponsive.

AFTER THE ROOF WAS INSTALLED, THE ROOF LEAKED, THE ROOF WAS NOT PROPERLY INSTALLED, THE FLASHING INSTALLED WERE NOT ADHERED TO THE SURFACE ALLOWING WATER TO ENTER. THE NAILS WERE SPACED INAPPROPRIATELY. THERE ARE NUMEROUS INSTALLATION DEFICIENCIES. THE ROOF APPEARS TO BE INSTALLED BY PEOPLE UNAWARE OF HOW TO INSTALL THIS PARTICULAR TYPE OF ROOF. WE HAD TO HIRE A MORE EXPENSIVE COMPANY TO COME TEAR IT OUT AND REPLACE IT. A $4000 JOB HAS NOW TURNED INTO A 15500 JOB, AND INCREASING BECAUSE OF ALL THE DAMAGE THAT WAS CAUSED FROM THE LEAKY ROOF. THEY ARE SUCH A LARGE CORPORATION THAT THEY DON'T CARE ABOUT HOW GOOD A JOB THEY DO.