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
- 11,851 total complaints in the last 3 years.
- 3,461 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:11/25/2022
Type: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 called Home depot to check if I could pick up an order that had the delivery date changed at last minute. Instead of helping me the agent on the phone was badgering me, being rude, refused to get a supervisor more after more than ************************************************************************** of being rude because after 15 times of asking for a supervisor I raised my voice cuz I thought maybe over all of her talking she did not hear me. I continued to ask that she not badger me, not be rude to me and to get a supervisor. She refused every time then hung up on me making notes that I am rude. I am disabled and have a brain injury and just wanted to understand where my products were.
Business Response
Date: 11/30/2022
November 30, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
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 provided the status and process for BODFS orders. The customers order was delivered on November 26, 2022.
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
Complaint: 18461608
I am rejecting this response because:I do not understand if I was able to pick up the items or not. They refused to tell me and still have not given an answer. The products that were delivered were too late for the hurricane volunteers to install, also some of the product was defective / broken. I was forced to purchase materials so some work could be done by volunteers. I am a hurricane victim after being a victim of a wildfire. I needed clear communications by Home Depot on what I could have done, where the product was located, if I could have picked it up, why I was told delivery was attempted on the 23rd when it was not true and why I was told that speaking Spanish is racist. I clear answer would be helpful, also since it was late I have a lot of material I no longer needed by the time it was delivered. I am unable to now move that material or bring it back to store due to size. Please just address the issues I mentioned, and if this is typical customer ********************** I should expect from Home Depot? I am referring to the customer ********************** and not the delivery.
For the delivery, why wasnt I called ******************************************** home depots tracking? Why wasnt I told the delivery was 30 minutes out? Why was I texted about other peoples orders?
At this point I expect my concrens will not be addressed and I will not have equal access as a disabled person.
Sincerely,
***************************Business Response
Date: 12/08/2022
December 8, 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 online resolutions team contacted the customer and apologized that it was not made clear that he was unable to pick up the items in the store as the store was out of stock. The items had to be fulfilled by another store. The customer was provided with the contact number for the store for the items that need to be returned to the store.
We apologize to the customer if they were told that speaking Spanish was racist and advised that The Home Depot was ADA ********* and does not discriminate based on a persons national origin, race, color, religion, disability, ***, or familial status. We also advised that we will provide a Spanish-speaking associate if the customer so needs.
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: ********Initial Complaint
Date:11/25/2022
Type: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.
Hello On 11/24 I order a new refrigerator because ours was on its last leg or number WP49676645 and was told someone would get a hold of me for the deliver on 10/31 I received no call prior to the delivery on the 31st so when they called me at 7:45am stating they were going to deliver in 15 minutes. I missed this call because I was in the shower but have 3 dogs who go crazy when someone knocks at the door and this never happened. I called them back but didnt hear anything. I then received a n email stating my order was cancelled. called Home Depot and they it wasnt cancelled and they would deliver on the 4th. This never happened,when I called they said the order was cancelled in error. So we reorder the fridge CP50653881 and they said they would delivery on the 10th, this never happened and received an email stating it was rescheduled for the 19th and this never happened. When I called back I got excuse after excuse as to why this has happened. After my 5th attempt to get answers I was told the fridge would be delivered on the 23rd. They finally showed up late in the afternoon, they installed the fridge and left. Shortly after that point the fridge kept tripping the **** I plugged it in all over the home with the same result. I was up all night trying to salvage all my food I had in the fridge/freezer along with all the additional Thanksgiving food. Well we were not able to save the food and I am out at least $500 in food and had to cancel my Thanksgiving because I couldnt cook due to the fridge tripping all the outlets in the house. So not only was my food all lost but my Thanksgiving was ruined, I called them this morning and they said they would not replace the food lost as well as they cant get someone out here until the 1st of December so we will have norefrigerator until then. And all I get from Home Depot is apologizes different sad face emojis. I am at a loss as to what to do and I am gobsmacked at their non urgent responses.Business Response
Date: 12/23/2022
December 23,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
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.
Our online team has attempted to reach the customer and the customer has not responded since the ******** unit was delivered on the 19th and when we reached out about success of the delivery no response was sent. The customer stated that she would hire an electrician to ensure the problem wont happen again.
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: ********Initial Complaint
Date:11/25/2022
Type: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 a Fridgidaire washer and dryer. Upon the first use ( day after delivery) my wife notified me that the units were extremely poor quality and that the dryer was even broken after first use. I called the ************************************ store and spoke with *******, store manager. ******* was unwilling to replace the units as requested with an alternative brand but only said that the dryer could be fixed through manufactures warranty. In my opinion, this is completely unacceptable . I even offered to a financial consequence.Business Response
Date: 12/05/2022
December 5, 2022
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: ***************************/ BBB Complaint #********
Dear ****************,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their Appliance purchase with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The replacement appliance has been cancelled and pickup for defective unit is scheduled within the next two weeks. The Home Depot considers 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,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:11/24/2022
Type: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 had a home makeover done by Home Depot, on august 24th my countertops were installed and rite away I notified them of color mismatches, imperfections, and scratches in the counter tops, and when I say scratches I mean looks like there 5 years old and we dont own a cutting board. It is now November 24 three months after the install and have been getting the run around for three months on how they are gonna resolve the issue, I have ***** emails asking how we are making out to resolve the issue and its always the same response I sent it to management, then would never here back from anyone, when ever I ask to speak with management they never call back, two weeks ago one of the administrative coordinators verbally told me Id be upgraded to a better material at no additional charge, apparently that was a lie and when I asked her again about what happened to being upgraded she denied she ever said that. If there is a way to help me resolve this issue with no extra extra charge to me Id greatly appreciate it, on may 12th, when they wrote the contract they had no problem taking my ****** dollars, and now that there is an issue they completely ghost me, Im not looking to ***** them and expect to get counters that cost 50 dollars more a square foot, but something ***** dollars more a square is not out of the question I think being that it has been three months since the install with no resolution, or progress on their end, especially when one of their employees told me I would be upgraded. Also my sales person has not been in contact with me since September 29th, two days ago is first time I heard from her since then, I reached out to CEO ************************* to help me resolve this issue as well and expects me to come out of pocket another 600 dollars to resolve the issue, I informed him if three months ago someone would have reached out to me and participate on my end I probably would have, but since brushed under the rug for three months I feel I shouldnt be responsible at this pointBusiness Response
Date: 12/05/2022
12/5/2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******,** 30303
RE: ***************************/BBB Complaint # ********
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience our 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. The Home Depot Branch Installation Manager has confirmed that customer has chosen a new countertop. We will be working with the Service Provider on the estimated time of arrival and installation date. Customer does have direct contact information should he have any questions.
With that being said, we are in the process of addressing our customers complaint.
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: ***********************
Reference Number: ********Initial Complaint
Date:11/24/2022
Type: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.
On 11/23/2022 @ **** hrs , I went through the self checkout line and purchased $195 worth of merchandise . As I was about to exit the building , I was stopped by one of the employees that works in that area . She asked for my receipt and started rifling through my bags of merchandise . She was treating me as if I had stolen something.When I questioned her about what she was doing , she stated that she was told to stop me and check my receipt. I again asked her if she thought that I was some type of thief and she didn't respond. She didn't find anything and simply handed my receipt back to me and walked away . I exited the building and went straight to the entrance to return the merchandise that I just purchased and asked to speak to a manager . They gave me a refund on everything but a gallon of paint that I had purchased and when the manager showed up , all she would say was that it was their policy to do checks at the door . I have gone through this line many times and have never seen anyone stopped before . I have cut up my Home Depot credit card and do not plan on ever going there again . I feel as if this was an attack on my character and was an embarrassment to be pulled aside and treated that way in front of everyone . No explanation , no apology , nothing . Self service checkout lines benefit nobody but the stores themselves and for them to act as if I am a thief going through these lines is unacceptable . I will be seeking legal advise about this in the coming days.Business Response
Date: 12/01/2022
December 1, 2022
Attn:***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************* Tower, Suite 900
*******,** 30303
RE: *******************************/ BBB Case #:18460222
Dear **************,
We acknowledge the receipt of the *************** Consumer Complaint #: 18460222
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company.
The Home Depot has reviewed this case and we have contacted the customer and apologized to him for his recent shopping experience. We have also provided him compensation in a form of an E-Gift card. The customer was satisfied with the resolution.
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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me should you have any additional questions or concerns.
Sincerely,
***************************
Home Depot-Customer Care
Executive Escalations
Phone:***********************
Fax:************
** Case# ********Initial Complaint
Date:11/24/2022
Type: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 6-19-202 I purchased counter tops for $3149 from Home Depot and ***************************** sales rep. ****** Home Depots fabricator, came out measured and the installed counter on 8-26-2022, but I had a few issues. Cracks needed to be smoothed out which they took care of, but the sink hole was out of place and the sink would not attach to the counter. I went through several months of trying to get it corrected and said I could purchase another one at my cost of an additional $1050. I got several excuses of why it was cut the way. #1. They cut it to standard (My cabinets are not standard and had to be reinforced to support the countertops and they were aware of this when they came out and measured)#2. I was told that the reinforcing is why it doesnt fit (The old counter top fit fine after reinforcement was done)#3. They moved the sink hole forward to allow for the faucets to be installed ( The faucets wholes are already on the sink and it is the same sink when they came and measured. Also if that was the case why were there no pre drilled faucets holes)#4. I was given an option of some sealant to be installed and weight added for the sink installion (I asked would it damage the counter top and what if in the future I wanted a new sink. That would not resolve the issue)I have been given excuse after excuse and have been waiting to finish my kitchen. The sales rep ***** has only relied on Webco to resolve this and offered no help what soever. She wanted me to deal with ***** directly, but I told her I purchased this from Home Depot and wanted to know what there resolution was. I have yet to get another answer as it takes her several weeks to respond. I know they just want me to go away an deal with what I received but not what I thought I was paying for. They offered nothing!!Business Response
Date: 12/07/2022
12/7/2022?
Sent Via Email??
Attn:Ms. *****************;
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 customer may have experienced with her countertop installation.?
The Home Depot has carefully reviewed and investigated this matter, and our team has agreed to issue a check to cover the cost of the customer having to hire a new contractor to correct the issue. The customer has signed a Settlement and Release agreement. The customer will receive the check within 21 business days.
The Home Depot considers 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 do not hesitate to contact me if you have any questions.???
Sincerely,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 30799391Customer Answer
Date: 12/09/2022
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:11/24/2022
Type: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.
Home Depot refused to oblige to their Price Match Policy " Price Match and Beat by 10% for Retail Stores:If you find a current lower price on an identical, in-stock item from a local retailers store or website, we will match the price and beat it by 10%. Prices for online items will be matched to localized online prices if available." claiming that the local store (https://www.alslawnmower.ca/) is not on their competitor list which is a local retail store located in Burlington.Business Response
Date: 12/21/2022
December 21, 2022
Sent Via Email
Attn:****************************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower,Suite 900
*******, ** 30303
RE: ***********************/BBB Case #: 18458111
Dear ****************:
We acknowledge the receipt of the BBB Case #: 18458111.
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding her purchase with our company.
The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the Canadian Executive Escalation team, who compensated the customer for the difference in price for the merchandise.
With that being said, The Home Depot considers this matter 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 should you have any additional questions or concerns.
Sincerely,
***********************
The Home Depot
CUSTOMERS FIRST
Resolution Expediter- Executive Escalations
Phone:*************************
Schedule: Monday-Friday 9:00am-6:00pm EST
Case #: ********Initial Complaint
Date:11/23/2022
Type: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.
Gave Home Depot all money up front, as what they required, to install 16 windows and 5 sliding doors $48,000.00 June 2021. Windows and doors were all to be impact/hurricane resistant. ************* installation was to conclude 01/10/22-01/11/2022. Windows were installed but not correctly. Problems with windows include, Leaking to lower level, causing interior rot, mold Water damage and movement of structure due to water infiltration from improperly Installed first attempt of windows. INFORMED 1/11/2022 that the 5 doors were miss measured and had to be reordered. We were Told the correct sizes doors would arrive for install 02/2022. It is 11/24/2022. We have not received one call from Home Depot in over 6 months. The few calls we have had with Home Depot were due to our inquiries as to when the incorrectly installed windows and doors would be replaced and or fixed. We witnessed an inspector on our property with Home Depot Rep. 2 months ago. We have never been informed if we have passed inspection or not. No one from Home Depot has called to inform of us our status, Re; if we indeed have impact resistant, highest possible rating against Hurricane windows and doors.We called to inquire and were told we needed to keep burning up his line so he would remember our situation.Seeking full payment reimbursement amount , home interior and exterior damages caused by Home Depot negligence and duress. We have nothing certified by a fully accredited residential inspector that our home is safe, even in a heavy downpour, do to the leakage- much less the knowledge we would be safe in the residence should a hurricane occur. Seeking maximum recovery amount as we would ever allow any Home Depot associate on our property as they have proved their incompetence and disinterest in their customers. We need to begin all over again with a reputable contractor.Business Response
Date: 12/06/2022
December 6,2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900
*******,** *****
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 installer came to the customers home on December 3, 2022, and fixed the trim, took pictures of the door screws to send to the Inspector and submit again for windstorm certification. An order has been placed for the 2 replacement screen doors. The trim on the outside of the door has been fixed. As soon as we get an ETA on the screen doors, the customer will be updated.
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: ********Initial Complaint
Date:11/23/2022
Type: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.
I purchased a D2K chipper shredder from Home Depot and received it on 11/24/2021. I put it together according to directions within a day or two but it did not start. I called D2Ks number and they said their technicians would call, but they did not even though I called them a couple more times over the next two weeks. I went to Home Depot to see about returning it. They said they could not accept it since Id already put oil in it and that I had to contact D2K. I called D2K repeatedly to either fix it or tell me how to return it. They never called back to tell me how to do either. I would like an identical item that works or a refund.Business Response
Date: 12/15/2022
December 15, 2022
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************** Tower, Suite 900
*******,** *****
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 customers D2K chipper shredder has been returned. The customer will receive a full refund for the product.
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: 12/16/2022
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:11/23/2022
Type: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.
In the month of September 2022, I purchased a a garage door opener from the Home Depot at the *************, ********* location. At the time of purchasing the garage door opener. I tried to set up an appointment and pay the additional cost to have someone install the unit. No one at that time could assist me and told me to go home and call a number that was provided to me. I called this number to have the garage door opener installed and then was told that I would need to go back to Home Depot and pay for the services. Once I went back to Home Depot. I paid an additional $97 to have someone come to my home and install the unit. On September 27, 2020 to the company who is contracted with the Home Depot. Installed my unit. Not even a week later I started to hear a strange popping noise. I looked around to see if I could see if anything had broken. After several times of hearing the strange popping sound my garage door opener would not open or close anymore. I contacted the company 11/05, who installed the unit and they then told me to contact the Home Depot. I explain to the Home Depot as well as the other company that the chain on my unit appears to be dangling. Home Depot told me that they will reach out to the other company and have someone contact me. Today is November 23 and I have not spoken to anyone about my garage door opener. The Home Depot keeps telling me to just wait, they said that they too have been reaching out to the third party contractor and they have not heard anything. As a customer, I feel that that is not my responsibility to have to wait more than two weeks for services that I have paid for and not have a resolution to this problem. In results of me having to lift a heavy garage door each and every time I leave my home has caused me, stress and pain to my upper body. I feel that this matter needs to be investigated because there is no reason that a customer should have to pay for ******************** that are done incorrectly.Business Response
Date: 12/02/2022
December 2,2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower,Suite 900
*******, ** 30303
RE: *****************************/ BBB Complaint#: 18457622
Dear ***********************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your Garage Door Installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot is currently assisting the customer.Store leadership has advised the installers was onsite and the pulley wheel was broken, the part had to be ordered and once it comes in, they will return and repair.
With that said,The Home Depot does not consider this matter resolved and the service ticket with our store leadership team shall remain open until the customers concerns have been addressed.
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: ********
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