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2.4
Updated by user Nov 28, 2016

**Update**

I have been forced to accept an offer of $150 credit. It was basically accept this or be left with nothing.

They did finally replace the broken window on 10/28/16. Home Depot replied to my BBB complaint with the false claim that with their effort they have resolved the issue, when it was actually all on my part and not lieing down accepting their terrible service and excuse for completion on a contract. It is funny how they can be late and not fulfill their commitment to the contract however if I did not pay or fulfill my end, I would be responsible and harassed and credit threats for collection, however they are allowed to treat and do things on their schedule and have no consequences for the failure on their end. Must be nice to have so little responsibility but can claim so much concern.

It took only 4 months for my window to be replaced and 2 months for any follow up from a BBB complaint. Great customer service and peace of mind.. Huh?? I wonder how they figure that.

Be warned if you are going to do business with the HD, do your part to be a thorn in their side to get your service done correctly and in a timely manner.

If not you will be on their schedule and time frame and you see how long it took me with frequent contact.

Terrible follow up, Horrible customer service and complete lack and concern for their responsibilities when it comes to fulfilling their obligation on their contract!

The third party were the only good part of the entire transaction. They actually act as they care, since HD will not give them more contracts if they do anything wrong, but HD can do anything to the customers and forces the Third party vendor as a meat shield to accept all the abuse as they sit back and collect more money from unaware consumers.

Original review posted by user Oct 28, 2016

I purchased a window to be replaced from Home Depot (HD). Had the sales person come and sell me on the fact that if you pay more you will get more from our services and such. The whole song and dance. So I went ahead and made the agreement with HD to replace my window for easily over $150 more than other estimates. Well this was my biggest mistakes. After paying and waiting a month for the window, it arrives broken. Being as the crack was much smaller than my previous window and also the promises that they will be back to replace it within 2 to 3 weeks. The HD rep saw the window and promised that he will order the replacement as soon as he gets to the office later that day. That was back in mid July. Well in August I called to report that I have not heard or anything from anyone in regards to my broken window. Which they saw in the system as noted broken. So the HD rep of Customer Service assured me that this would be reported and sent to the higher ups to see what is going on to get this resolved ASAP. Well 2 weeks later with no follow up I called the CS line of HD again. I was informed the window was just ordered yesterday over 2 weeks from my previous call to HD. When I receive this information I state that this is unacceptable and I get a call from the local rep to try and tell me they are calling to schedule the install and that they have the window. When I informed him that I had spoken with Corporate and they gave me different information, that the window was just order and will not be in until Begin of Oct. I schedule to have my window replaced on Oct. 1st, well no call or follow up they show up on Oct. 1st, however the tech is there to measure the window he tells me not install it. I call back to the rep and he is once again giving me lies and excuses, every and any one he can come up with on why. Never once taking responsibility for the issues and delays. I demand a refund, I get all the run around and excuses that it can't be done. They have the window and will replace it. Well while going back and forth I have finally gotten the window installed on 10/28/16 a full 4 months after the original purchase and install date.

All they want to offer is a small gift-card to the HD for their error.

Don't make the same mistake!! Do not use HD services. Support your local businesses that will actually fulfill the job and care for their customers and don't treat you like a number. I have all the documentation to support this claim but don't want to publicly post all my information, but if needed I can provide it in no time at all.

This is unacceptable for any company to treat any consumer in this manner.

Have filed with the BBB and they have not responded to my complaint. They are days from the deadline to respond. I doubt they will since they have proven to me they do not care. Their false motto of "Peace of Mind Everytime" is a catch phrase for them. It means nothing to the company, it just helps them sell more products and treat others the same as just someone that does not matter or that

they care about. Unless you spend major money in excess of 100K a year, then you may get a response. But for a small consumer, they have proven they do not care at all!!

Reason of review: Poor customer service.

Monetary Loss: $1000.

Preferred solution: Full refund.

Home Depot Pros: Lifetime warranty, Install team.

Home Depot Cons: Lack of customer service, Customer service, Commitment to promise, Ownership of errors, Truthful responses and follow up.

Location: Brandon, Florida

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Guest

Can you imagine how replacing all of your windows would be?

10 times worse, trust me! :(

Rodolfo Xse
reply icon Replying to comment of Guest-1262628

Sorry to hear. I could only imagine. Mine has been a nightmare.

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