THE HOME DEPOT- AT HOME SERVICES

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Over the past two years, I've spent about $23,000 on three Home Depot projects for my home, and all three contractors were awful. Why didn't I learn my lesson? Two reasons: (1) I couldn't believe I could have very bad experiences with three different contractors and (2) 24 months at 0% interest.

This review is based on my overall experience with three different Home Depot contractors. I'll briefly mention the first two contractors with whom I had bad experiences and go into more detail about the third.

(1) May 30, 2012

Contractor was U.S. Installers Group. Job was replacing carpet throughout my home. All seams were visible. I was told they would go away. Two years later, all seams are still visible.

(2) June 3 to July 1, 2013

Contractor was Total Professional Installations. Job was to remodel 10'x15' master bath. Estimate was two weeks, maybe less. The job took twice the estimated time due to incompetent TPI internal scheduling. I was stuck with only one bath for a month. I wrote a complaint letter to Home Depot headquarters in Atlanta. A couple weeks later I got a phone call basically saying, "Gee, sorry ‘bout that." So much for Home Depot Headquarters' concern about customer experiences!

(3) March 11 to June 13, 2014

Contractor was Romanoff Renovations. The job was to demo a small second bath. Install new vanity and countertop. Install new toilet. Bring tub surround to code. Install tub surround and floor tile.

The initial estimate was four, maybe five, days. It was four weeks (April 10) before I could finally use my second bath. For the second time, I was stuck with only one bath for a month. While I had use of the bath on April 10, the job wasn't completed until June 13.

Why did it take so long? Romanoff's incompetent sub-contractors.

Romanoff initially brought in two installers from Jacksonville. I was assured by the Romanoff field manager: "I know these guys, and they will do a good job." The installers had to be put up in a local hotel for several nights! As they did their work, it was obvious they were incompetent. The tub surround tiles weren't installed evenly. The grouting was bad. The new toilet was unsteady. They dropped a tile on the existing bathtub and chipped it. The shower hardware was installed wrong. The "concrete board" to bring the tub surround to code was messed up. The floor tile wasn't even. The vanity wasn't installed properly.

The Romanoff field manager admitted the work was awful so they completely ripped out everything their "I know these guys, and they will do a good job" installers had done and started over. This meant all the tub surround and floor tile had to be reordered, which took a couple weeks. And then the job had to be started all over again.

Romanoff replaced the damaged tub and shower hardware at no cost to me and brought in a professional plumber to install them. They also brought in an installer who knew what he was doing to finish the project.

After I was finally able to use my second bath, one detail remained. Romanoff's original crew had installed one of the vanity doors incorrectly. Minor problem. Right? Wrong.

There was confusion within the Home Depot bureaucracy as to who should order and install the door. My local Home Depot managers alerted Home Depot Interiors about the problem, but their efforts brought no results.

The door finally arrived at my local Home Depot store on May 28. Romanoff installed the door on June 13.

I don't like it when people use all caps in their posts but: INCLUDING THE TIME IT TOOK TO INSTALL THE NEW VANITY DOOR, THE PROJECT TOOK 94 DAYS RATHER THAN THE FOUR OR FIVE DAYS ORIGINALLY ESTIMATED.

Home Depot charges a bit more than other installers I checked. The advantage was that, at the time, they offered 24-month 0% financing and had a $500 special promotion discount for this job. Unfortunately, I didn't know what I was getting into.

Will I ever use Home Depot contractors to work in my home again? The answer is a resounding NO. Three strikes and they're out.

I must add that, except for the carpet, the contractors' final results look good. It was the frustration, aggravation, and inconvenience that caused me to give the ratings I did.

Finally, this review has nothing to do with my local Home Depot store. They were very helpful.

Everything went as planned. A few more rotted sheathing boards needed to be replaced than expected. These were reasonably priced additions to the cost. They restored the room to its original condition before they left.
I thought the price was just a little high, but I am more than satisfied with the warranty, which justifies the higher price. They run a good job from start to finish - professional all the way.

They were not on the lower end of quotes but they were on the higher end. Everybody warned me not to go with them and I went with them and the reason was because if I had a leak in the window then they would be only one company responsible for the manufacturing, installation, screws, glass panes and everything. I found when I did my roof that it was very easy to say that I put down so and so and no one is going to take responsibility if there is a problem. With the window I wanted someone who did everything from start to finish. I got another quote from another company but I didn't go with them because their sales representative was terrible and didn't followl through. I went with Home Depot because they followed through and when I had a question or called about installation they followed through. The windows and everything turned out okay. Their price was high. I have not had any problems or leaks so far. I have some renovations to be done but this time I might not go with them because I want someone more specific or an independent guy who can follow the project from start to finish.

There were two guys that installed them and there were four doors, one guy installed 2 doors and the other guy installed 2 doors. One of the guys I just didn't like the way he installed the doors. Home depot responded and they got it worked out. The contractors they hired to come out and install the doors, I did not like but home depot responded.

The products are excellent. I love my windows and my shutters. The service I received was terrible. One man did this installation in twelve hours. When I made the initial contract, I gave him a credit card for a down payment. When the job was what they thought was complete, they charged me $10,000. I don't think they should have used my credit card without my saying so. I had no idea they had charged it until I saw the bill. I knew about the down payment, but saw the rest on the statement three or four months later. I didn't think that was right. They told me everything would be done. They said the windows would be washed and they were not. I had two pieces of trim that needed to be put on. They took four months to come out and do it. Because they had my credit card, I had no leverage to get them to come out. I am very happy with the product, but the At Home Services is terrible. I had to get residue off the windows and I couldn't. I called them and their answer was use some windex.