Business Profile

Building Materials

The Home Depot

Headquarters

Complaints

This profile includes complaints for The Home Depot's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

11,868 total complaints in the last 3 years.
3,461 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased appliances from local store delivery was horrible had to install my own appliances cause they refused because they were lazy. Then I went to purchase a second fridge and they want to overcharge me more than what I paid for the first one thats the exact same model and refuse to price match their own price which violated there price match policy
Business Response
Date: 11/28/2022
November 28, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

RE: ***************************/ BBB Case # ********

Dear Ms./***************:

We acknowledge the receipt of the BBB Case # ********.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.

The Home Depot has reviewed this case and has reached out to all parties involved. Our Online team has done the following:
The customer was emailed and has accepted the offer.
We emailed the customer to advise of the dock search that takes up to 72 business hours and asked him to accept the compensation offer existing order.
We called the delivery warehouse (MDO) to request a dock search for the microwave.
We called the customer who expressed this 2nd refrigerator order should be matched for customer satisfaction because of the no ****************** of his range, dishwasher, microwave and fridge on the original order. We provided the info we had from the delivery agency regarding the issues with his home. The customer advised that he refused the microwave on the original delivery. We offered the customer compensation of the new order as a ONE TIME COURTESY.
We will call the customer by 11/30/2022 with an update on the location of the microwave.
With that being said, The Home Depot has addressed our customers complaint and consider this case as closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

***************************
The Home Depot - ************* Resolution Expeditor- Executive Escalations
P: ******************** F: ************
SF# ********

Please contact *********************** at ext. ***** in my absence
Initial Complaint
Date:11/27/2022
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Im filing this complaint on a transaction placed 7/16/2022 for hard wood flooring in the amount of ****** with the order number H2303199798 The reason Im filing the complaint is I never received the order yet I was billed on my credit card on the date of 7/16/21. They canceled the order due to due to it being out of stock or lost with no clear answer. I was told since its passed the 90 days I can no longer receive my money back but instead store credit.Description of events:I placed an order on 7/16/22 with a pickup date of 7/23/22. When I went to the store on the date of pickup I was told the order wasnt ready for pickup and was late. *** called numerous times been to the store numerous times and nothing had arrived for pickup. When I contacted the store by phone the automated system said the order was no longer in the system. I immediately called the store to speak with someone and was told the order was closed on 11/10/22 but wasnt giving any specific information. I was then informed that I could not receive a refund but only store credit. I understand that things are no longer available but I should receive the money I paid back not store credit for something out of my control.
Business Response
Date: 11/29/2022
November 29, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
235 ************************** Tower, Suite 900
*******, ** 30303

RE: *******************/ BBB Case # ********

Dear ***********************,

We acknowledge the receipt of the BBB Case # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I contacted ************** and offered him a refund check in the amount of $767.27 for order number H2303199798 with a signed Settlement and Release Agreement.
The customer returned the requested document.The check was process with an ETA of 21 business days.
With that being said, The Home Depot has addressed our customers complaint., and we now consider this case closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
***** T Hodge
Executive Escalations
Phone:***********************
Fax:************
SF:30825950
Customer Answer
Date: 11/29/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*******************
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
-Ordered a safe on 11/13/2022 -It was supposed to be delivered 11/21/22 and was not. Heard no word about it. -Chatted with Home Depot on 11/22/22. I was advised I would hear from the delivery company that day. Heard nothing. - Chatted with Home Depot again on 11/23/22 and they were unable to contact delivery company. - Chatted again with Home Depot on 11/25/22 and they still could not contact the company. - As of 11/27/22 I still have not heard anything from Home Depot or the delivery company.
Business Response
Date: 12/01/2022
November 15, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303

RE: *************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customers may have experienced regarding their purchase of defective gift cards for our company.

Based on the findings of the customers request, the customer has provided purchase receipts for the gift cards. They have been confirmed to not contain the amount issued. Home Depot has reissued the gift cards for the customer for equal amounts.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 12/01/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

*************************
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi,I have a Home Depot Project loan card during my first purchase the employee at the store added my card to my contractors account without my authorization now I'm having an issue with seeing my purchases and can't access any of my information. I called the ***** number and was advised to go into the store to remove the card. They removed the card and now added it to my account however I still can't see any purchases or info. I called the ***** number once again and a very rude employee (****) was no help at all I requested to speak to his supervisor and he said that he's not going to transfer me and he's the only option. He they decided to transfer me to the local store. I've spent thousands with your store in the last few weeks and not getting the perks or receipts for proof of purchase. Can someone please help with this issue and fix my account dealing with online ***** number and the store seems like its no help at all.
Business Response
Date: 12/23/2022

December 22, 2022

Sent Via Email
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

RE: ******************* / BBB Compliant #********

Dear ****************,

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your store experience.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Executive Team called and spoke with *********************** on November 29th regarding his Project Loan card. At this time, ************ stated that his card is now linked to the correct account.We also offered the customer compensation, and he accepted the offer.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ *************************).

With that being said, we have addressed the customers concerns and consider this matter closed.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,

*********************
Executive Escalations
Phone: ***********************
Case:30826073
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
This letter is in regards to the fraudulent business practices I experienced. I had a security door installed in May 2019, order #H2563-93254.it had manufacturer defects. They touched up the paint defect, but failed to replace the damaged glass.In April 2021 ************* ordered the glass. She blamed the delay on COVID-19. They ordered and installed 3 different glass, all were defective. The last install was in September 2021. When ************* finally returned my calls, she told me to email her a pic of damaged glass, which I did on Nov 21st. She never responded to any more calls, after this email. In July 2022 , I walked into the store and the assistant manager Mr ***** ,told me to call ***************** . She refused to do anything, because she couldnt find the email I sent on Nov 21,2021. I contacted their corporate offices, but in Nov 2022 they refused to replace the glass again. They said they replaced the glass once outside of the one year installation warranty as a courtesy . The only reason the glass was replaced after a year was because they failed to do it immediately after the installation . ************* blamed the delay on COVID 19. My door had manufacturer defects which are warranted for 10 years. The only reason the repairs werent completed with in the first few months is because the staff at Home Depot refused to do what was necessary to complete the contracted work. They delayed the repairs so they could refuse to do them. This to me shows their clear intent to defraud me.
Business Response
Date: 12/02/2022
December 2, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***********************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

**************** was sent a denial letter for his request to have his glass replaced again while out of warranty for over 2 years. He purchased his security door in May of 2019, and the glass was replaced outside of warranty 2 years later, and he is now requesting that we go out to address his broken glass over 3 years from the original date of purchase. By ******************** own comments, he acknowledges that the glass was replaced, but feels now that is broken through no fault of installation or store error that we should continue to address his issues with his door that is no longer covered.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 12/02/2022

Complaint: 18467176

I am rejecting this response because:the the reason it has taken so long is , they failed to install the glass when they painted the door , right after the installation.

Sincerely,

***********************************
Business Response
Date: 12/06/2022
December 6, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***********************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

Unfortunately, due to the expiration of the customer's warranty and previous repairs Home Depot has respectfully declined to further assist the customer.

Please know that it is *********************** goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 12/06/2022

Complaint: 18467176

I am rejecting this response because each time they replaced the glass, they brought out another defective glass.Then after the last install ,their representatives :failed to respond to my messages.Ill never use or recommend Home Depot for any upcoming projects, because if they couldnt complete this simple project, I can imagine how bad they could bumble a large project!

Sincerely,

***********************************
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 8/14 I paid Home Depot to have new countertops installed in my kitchen. Pre-installation,I had several issues with communication from the company and asked Home Depot (located in ******* **) about cancelling order so I could go to Lowes or using another company because the one the used was unprofessional and giving me cause for concern. My issue started with the plumber who came to connect my plumbing. He messed up several things while he was here but specifically the plumber left a cap in the garbage disposal which ultimately lead to me having a leak in my bathroom downstairs in the ceiling which is below the kitchen upstairs where he was working. In testing my dishwasher, it wasn't working correctly and it took me days and several phone calls and even a visit to Home Depot to force another plumber to my home to fix the issue. I have pictures of the plumber that Home Depot made ********************** send to my home showing him removing the cap which caused my dishwasher to have issues and caused a pipe to burst. The plumber didn't hook up the touches water, he kept telling me it was defective and it wasn't as someone else came and honked it right up who isn't even a plumber. I had several issues with him and him not knowing what he was doing. The long story short version is he cause issues that I am still dealing with and having to pay for that my hone insurance didn't cover. I still have a hole in my ceiling and my the entire room has to be re-painted once the ceiling is fixed. I have been inconvenienced and still am and while my insurance company is going after Home Depot insurance for $1000, this is the $1000 deductible.The estimated charges are $1823.00. I had to pay another plumber to stop the leak once mitigation left.This issue is way bigger but I don't have enough space to detail. I asked then for $1000 gift card to Home Depot but they tried to settle with a $475.00 dollar refund and a NDA. This is unacceptable given inconvenience its caused.
Business Response
Date: 12/07/2022
December 7, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The customer's request for a $1,000.00 store ********************** has been approved. The customer was provided with a settlement and release letter regarding the issues surrounding the plumbing problems with her countertop installation. The customer has signed and agreed to the terms of the settlement.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 12/07/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***************************
Initial Complaint
Date:11/27/2022
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a dishwasher though the Home Depot Online store on September 18th 2022. Home Depot stated that appliance would be delivered and installed on the 10th of October 2022 via email. An email was received October 9 stating that it was delayed and would not be installed until November 1st. I called the Friday before the first stating if they had dishwasher and it would be installed they said yes. I happen to check the tracker the day before and it was delayed again to the 17th of Nov. I called and canceled the order talking to serval online employees. I have a change on my card for ***** or now ***** with a late fee. They want me to come in and run my card. I will not be doing this it would cost more money to come into the store. I will pay the card but I would like for Home Depot to send a check to my address for the amount of *****. For late fee and charge. Home Depot removed the late fee then placed it back onto the card. **** is not due until the 14th of December.
Business Response
Date: 12/06/2022

December 6, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

RE: ***********************/BBB Case # ********

Dear ***************,

We acknowledge the receipt of your BBB notice dated November 27, 2022, regarding the number referenced above.

On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.

The Online Resolutions contacted the customer and informed:

Action(s)Taken 12/05/2022
             We will leave our case open until 12/08/2022 to allow customer time to provide response, should additional assistance be needed or issue unresolved.
             Path to resolution reached.
             Emailed customer to provide our contact information and check/eGC expectations.
             Issued customer eGiftcard compensation totaling $200.00. Confirmation CSD6PW4X3R.
             Processed Check Request in the amount of $58.98. AWAITING CONFIRMATION.
             Customer has requested Home ********************** send a check to his address for the amount of $58.98. This includes the remaining $29.98 on his order, as well as the $29.00 for late fee.
             Customer intends to pay balance but requested reimbursement.
             Called customer; no answer, left VM.
             Confirmed order has open balance of $29.98.

With that being said, The Home Depot considers the customers concerns met and this matter resolved in our office.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
********************
Executive Escalations
Phone:***********************
Fax:************
SF:30823361
Initial Complaint
Date:11/27/2022
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
> 11/11 Ordered snowblower (SB) on Home Depot (HD) website Toro Model ***** > This model on sale, price dropped $2199 to $1899. Paid $40 extra for threshold delivery (in garage) between 10 & 2, 11/17. Total with ************** $2096.54 > 8:04 am 11/17 driver called, would make delivery soon & leave in driveway. **** could not return at promised time. Eventually agreed to deliver when I would be home > Upon delivery SB was pre-assembled & missing a ****************** Driver said I must contact HD > I saw SB condition & ran to truck to refuse delivery. Truck pulled away & driver would not answer phone > SB condition: multiple areas of rust along auger, other areas of apparent rust, covered with what appeared to be salt spray, leaves inside, bolt missing from linkage to snow chute (per Toro: not normal for new SB to be delivered with rust, likely due to improper storage)> Per HD: exchange for new unassembled SB impossible, all others at that location pre-assembled with rust & impossible to ship from elsewhere. Per HD: my only option return & place new order > Arranged return, per HD: driver would have paperwork for me & would issue acknowledgment of receipt of return > SB picked up 11/18. Driver had no paperwork & stated they do not issue receipt acknowledgments. Receipt of SB entered in drivers phone app > RETURN is reflected in HD system as a DELIVERY!> No refund. Contacted HD 11/22. Per HD: SB has not been returned. Per HD: refund will have $300 deducted from ACTUAL PRICE PAID due to having been purchased during *************** fees will not be returned. Eventually told full refund would be received by 11/26 > No refund as of 11/27 > Multiple addl problems-dont have space for all > Worked with 3 customer ********************** reps & 2 store staff attempting to resolve > I would like a full refund or a brand new unrusted SB, but nothing will repay me for the hours of my life spent dealing with this & the associated high levels of stress and frustration
Business Response
Date: 12/02/2022
December 2, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The online resolutions team contacted the customer and assisted with the return and refund for the snow blower order. The customer was provided with a receipt reflecting the shipping refund.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: 30821170

Customer Answer
Date: 12/02/2022
I am not satisfied with this response. It does not address the interest charged on my credit card while I awaited and tried to get this refund, and does not address the wages I lost when the ************ store gave me an incorrect timeframe for the pickup of the snowblower.
When I expressed these concerns directly to Home Depot, they did not reply.
Initial Complaint
Date:11/26/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction 01/12/22 Amount paid for installation of brand new Water heater : $2626 As per warranty agreementDuring the warranty period and within a reasonable time after receiving notice from You of a warranty claim, Home Depot may, at its sole option (i) correct or replace each Defect, or (ii) remove each Defect and refund the full purchase price thereof to You; provided, however, that all warranties are voided 01/14/22 Customer contacted **************** Plumbing (Authorized contractor who installed water heater) on 01/14/22 about water heater pilot light going off and shutting down and no hot water . Contractor refused to attend and acknowledged as a known issue and directed to ******'s company 01/15/22 Contacted Home Depot and a case ******** opened to look into the issue 01/16/22 Customer contacted again and ******* electric disowns the warranty and also local Home Depot store 01/17/22 Customer contacted Home deport customer ********************** number and received confirmation that Home Depot will look into the issue and escalated 01/26/22 Received confirmation from Home deport Supervisor acknowledging the issue and looking to replace with a different brand of water heater 01/27/22 Customer contacted and no updates 01/25/********** contacted Home deport and now the agent asked to call manufacturerer(Rheems) Escalated again Supervisor called and promised to look again Customer asked for timelines for replacing the unit 01//26/22 No updates Customer mentioned about winter weather and hot water is essential and managing with a water heating coil during the calls. Its unfortunate company like Home Depot failed fulfilling the warranty even though acknowledging the problem. Requesting to settle the issue Thanks ********
Business Response
Date: 12/06/2022
December 6, 2022

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: ***********************************/Complaint file # ********

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The customer declined to have a ********************** repair or replacement and is requesting a refund for the services so that he may hire a different company to install a new water heater. The customers request for a refund has been approved.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Customer Answer
Date: 12/06/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

***********************************
Initial Complaint
Date:11/26/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased an ** washer, from Home Depot, on Nov 12, 2022. After about 3 days of using it, the washer showed an Input Error (IE) code. I was able to reset my washer and do *************, but the IE error came back on and wouldn't go away on all settings. I called the Home Depot customer ********************** rep (** rep; **************) (without Protection Plan; Corporate #) to get a service tech out to look at my washer. I took half a day off work on Tues/Wed, Nov 22/23 (not sure which day) to wait for a scheduled tech, who was supposed to arrive between lunchtime and 5pm (they never called, even though the tech told the ** rep they tried to reach me and couldn't nor showed up); the tech was rescheduled for Sat, Nov 26. On Nov *********************************************************************** showed up; when I followed up with the ** rep, I found out the tech had gone home. I bought an expensive ** Washer and Dryer (order# H4742-159326) to take care of my family, but I've had no service from Home Depot's Corporate office to help me fix a coded error. Now my family's laundry is piling up, while I continue to wait for Home Depot to take the initiative on providing me better service. Home Depot has made a profit selling a lemon, but isn't providing any customer ********************** to resolve my problem.
Business Response
Date: 12/01/2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******, ** 30303

RE: *****************************/Complaint file # *******

Dear ***************************,

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.

The online resolutions team contacted the customer and assisted with a replacement as a reorder at no cost.

Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*********************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********

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