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
- 11,966 total complaints in the last 3 years.
- 3,440 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:09/09/2022
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 09/08/22 I purchased a lawnmower from HomeDepot.com. The one I purchased is a RYOBI 40V HP Brushless 20 in. Cordless Electric Battery Walk Behind Self-Propelled Mower with 6.0 Ah Battery and Charger (Store SKU # **********, Internet # *********). The mower arrived today in a very sorry box. There was no battery or charger inside. Called the customer ********************** line and ******** stated the battery should arrive separately. I explained to him that the box clearly states the battery and charger come inside the box and there were stickers all over it alerting to the presence of a lithium battery (as required by law). It has been my experience that issues presented by the BBB get resolved much more quickly than me calling over and over and speaking to people who have no authority to resolve matters. Please help, thank you!
Business Response
Date: 09/16/2022
September 16, 2022
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: ***********************/ BBB CASE#: 18005785
Dear **************,
We acknowledge the receipt of the BBB CASE#: 18005785
On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have confirmed the lawn mower was returned to the store. In addition, we provided an electronic accommodation in which the customer accepted.
With that said, we have addressed the customers concern and consider this matter resolved.
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: ********Initial Complaint
Date:09/09/2022
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.
The biggest loser company customer **********************, crappy losers work in customer **********************, they do not give a c*** about their $2 an hour job, they get paid for being rude and not doing their job. My order is missing, no one can help me and all of you stink. Why do these orders take 10 days to be delivered? Amazon delivers in one day!! Target delivers in one day. Wayfaire delivers in 3 days. Overstock delivers in 3-5 days. HD losers deliver in 10 days losers!The website *****, cannot find items in other local stores, I had to call 5 stores to find an item when the website should tell me this and then call the store and the inventory in wrong- they do not have the items! what the heck are you people running here a business or a crack house?Business Response
Date: 09/19/2022
09/19/2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
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 online order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has attempted to contact the customer several times via telephone and email with no response. The case is considered 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: ********Initial Complaint
Date:09/09/2022
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 Sunday September 4th, 2022 I splurged on a gift for my dad's birthday and spent $511.99 on a Milwaukee M18 Electric Impact Wrench and 6.0 amp hour high output battery (Order#WP45033175), the expected delivery for this from the Home Depot email is Wednesday, September 7. On Wednesday September 7th at 8:01am I receive a notification from Home Depot that my order has been delivered. There was nothing on the porch at 8:29am. I live on a low traffic, rural street and have had hundreds of deliveries to this address with no issues. I check the tracking details, through the shipping servicer, Ontrac (Ontrac tracking number: C12136806337082). Ontrac claims the package was delivered to Marysville the night before twice, at 10:48pm, and again at 11:12pm on Tuesday, September 6th. I've contacted ******, who claims that since the driver GPS was in the area at the time of delivery, that they delivered the package. I've contacted Home Depot customer **********************, who claim that since it was marked as delivered they can do nothing. I paid with my debit card and have disputed the charge but am expecting little to come of it since I didn't use a credit card. I'm out $512 and my dad a contractor and lifelong customer of Home ********************** has no gift from me for his 60th birthday tomorrow. I'm a young professional and can afford to stomach the loss of money but without resolution of some sort, I will make sure to never shop with Home Depot again due to your choice in Ontrac as a Shipping servicer. Ontrac is a company with a history of package thefts, poor customer ********************** ratings, and opaque dismissive customer support. (https://www.cbsnews.com/**********/news/thousands-dollars-customer-packages-fontana-home-ontrac-delivery-driver/, https://www.sitejabber.com/reviews/ontrac.com, https://www.bbb.org/**/**/*******/profile/delivery-service/ontrac-1216-419958, https://www.reddit.com/r/ontrac/). I will accept store credit so I can purchase in person or refund via my charge dispute.Business Response
Date: 09/12/2022
September 12th, 2022
Sent Via Email
Attn: Ms./Mrs. ***********************
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 is currently reviewing this case and has reached out to all parties involved. Because the issue is with a product on homedepot.com, we have forward this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.
We received response stating our Online Escalation team contacted ************** in apology for his experience and offer of further assistance.
The Online Escalation team was able to reach our customer directly and offer an apology, we advise that the full refund was processed on 09/07/2022. The working agent provided contact information via phone and email where the customer may reach out at his convenience if assistance with this matter is still needed.
With that being said, The Home Depot has addressed our customers complaint.
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 - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 09/12/2022
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:09/09/2022
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 stove April 2020. I purchased the extended warranty through Home Depot. On May 2022 I called to have my stove fixed. Its been 4 months and nothing has done. I need assistance to get this resolved.Business Response
Date: 09/14/2022
September 14, 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 a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The online resolutions team contacted Asuiron to set up the service repair. The customers appointment was set for September 9, 2022 and we received an update from the customer stating that the technician cut the wires that were getting burned and that they were unable to fix the unit. The information was forwarded information to Asurion and they stated they are trying to set this up for a review for an alternative resolution. On September 15, 2022, ******* advised that the buyout was approved, customer has been contacted and has agreed to a check.
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: ********y here...Customer Answer
Date: 09/14/2022
Complaint: 18003436
I am rejecting this response because: I went 4 months without a working stove. There has been a lot of money spent eating out for these 4 months. Multiple outbound calls along with emails send out trying to get there attention without any acknowledgment.Sincerely,
***********************Business Response
Date: 09/19/2022
September 19, 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 a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The online resolution team contacted the customer and agreed on a check reimbursement for the 4 months spent on eating out and inconvenience. The check request has been submitted to leadership.
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: ********Customer Answer
Date: 09/19/2022
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:09/09/2022
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.
June 16 a dishwasher purchased from Home Depot (HD) was to be delivered and installed by people HD contracts with, and the old one was to be removed from my kitchen. Two installers appeared, left new machine in my garage, and left without taking away the old one or installing the new one. I called and called HD and implored for another pair of installers to come out ASAP and this time send someone reputable. June 18 two more installers appeared, who at least removed the old machine, but did not install new one. No parts delivered either time installers appeared. I had power and water off to aid in installation, but they still refused to install. I've had several dishwashers installed in the past with no issue whatsoever. But never from HD. HD charged me for parts that were not delivered with the installers, and charged me also for installation which never occurred. I spoke with ****** of HD online orders at ************ on July 6 he issued this problem Case No. ******** and agreed to remove the installation fee, parts fee and reduce cost by $315.69 to $679 for my inconvenience and provide 18 mos financing of the balance which I accepted as a fair resolution. As of July 19 the reduction still did not appear, so I was advised to file an online dispute. The dispute resulted in much texting and correspondence with an address P.O. Box ****** in *********** and result of which is still not what I agreed to with ******. Instead of a $315.69 credit I was credited only $129. So far I count 19 TIMES I have reached out to HD, two people lost two days of work, I've expended several hours of time attempting to resolve this, and I am still not made whole. It feels like they are not reading my online efforts, nor my faxed correspondence, and especially not acknowledging my phone call with ****** of HD July 8.Business Response
Date: 09/13/2022
09/13/2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
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 dishwasher installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Our online team has verified that the customer has been refunded for the parts and services that were not used/complete and additional compensation for the inconvenience.Funds were sent to original form of payment.
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: ********Initial Complaint
Date:09/09/2022
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.
All appliance delayed delivery because Home Depots delivery issue which is ridiculous and now we just discovered that the brand new fridge delivered less than 2 weeks ago is now working . All ice melted and leak everywhere on the wood floor . Ice cream melted . The refrigerator is at 70 degree .all the food is bad . This is not acceptable. We need to return this defect product for our refund .Business Response
Date: 09/15/2022
September 15, 2022
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 the customer may have experienced regarding a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The online resolutions team provided the below updates:
************************** is a known customer who is ***********************. She and her husband, *********************, uses multiple emails and phone numbers generated using online services to change the number so they can file new complaints to collect discounts and gift cards. The customer has already been informed that we will not offer other gift cards or discounts. We will resolve any issue, but discounts will not be a part of that resolution.
The customer previously attempted to have a "promised discount" applied to this order. The proof they showed was a screenshot well known to be used unwarranted discount applied to order. The screenshot is attached in CRM.
We emailed the customer and advised them of our contact information.
****** and ***** have been provided discounts and gift cards for multiple orders, including a $500 gift card for this order. When they accepted the $500 gift, we advised them we would not offer any more gift cards or discounts.
We called *********************** at ********** and ********** and advised them we had emailed Whirlpool and requested they contact them for resolutions.
This case is on a path to resolution.
No further actions are needed, close case.
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: ********Customer Answer
Date: 09/22/2022
Complaint: 18003264
I am rejecting this response because:It is shocking ? Probably not that homedepot executive department just allow their staff go around disrespect and discriminate customer.
When customer and their children suffer from variety issues Homedepot made Homedepot staffs response is to keep blaming customer complaining. And that is just due to pure fact that I am a women,a foreigner and doesnt sounds white enough. What a wonderful company this country can have?
I find it is necessary and important to speak up about this .Please see my options below :
1.The discrimination I faced from homedepot staff
*************************** the homedepot Executive Escalation Support staff has completely discriminated me and being a total racist against me, mistreating me due to my gender and race .When I complained to BBB regarding our appliances issues. At first , when *************************** contacted my husband and was being very nice on the phone , polite and apologized for the delivery issue that they had and the inconveniences it caused. Everything was going well until I started talking on the phone and when he sees my last name.(foreign last name) I realized that because the accents he heard on the phone his attitudes changed completely,he started being rude to me and was going to hang up the phone on me while I was still talking. So I had to give the phone to my husband?How disrespectful!Homedepot as a big company across the country failed completely serving the customers with respects. The way their staff is treating customers is unacceptable. It seems like customer doesnt deserve respects if they have accents or doesnt sound White enough. Their Discriminating against me because of the way I speak English is a form of racism. When an customer and young kids suffered from mistakes homedepot made they were trying to blame on the customers instead of fixing their mistakes which is purely because they discriminated me.
2.I forced to talk with *************************** again who discriminated against me previously .When I filed this complaint and talked with a new staff I have told him I would like to not working with *************************** as he was rude to me however this person didnt care and I was forced to work with someone who discriminated me. He stated they dont have any supervisor and I can either talk to someone who mistreated me or nothing would be reviewed. This is causing significant emotion distress for me which affects my mental health. Again, from my experience I dont think they really care about foreign customers and it is just about making money and their behavior is unacceptable.
3.homedepot lied to me about discount I would receive and blame customer for complaining their issues
Homedepot messed up on most of our orders and caused inconvenience ,financial loss for us which is far more than what they offered us in gift cards. And we all know gift cards are just something they want you to buy more things from them .However, *************************** made it sound like its customers faults to complain regardless homedepot messed things up .Easy question for him, if homedepot has done the job up to the normal standard and meets normal expectations and not causing financial loss to the customers then what can customers can complain! But he just blaming customer because they complains about terrible service they received ?But again I think it might just due to him being a total racist. When issues happened, Homedepot doesnt try to fix their issues on their part and do better but trying to blame their mistakes.
4.Home depot sent us a defected refrigerator . They say this is on a path to resolution which are Lies !
This is not on the way for resolution as it has been weeks we are having this defected refrigerator and the issue is still not fixed. we even contacted them ourselves but over two weeks passed nothing has been resolved. Now we are left with a defect refrigerator homedepot sent us . It was supposed to be brand new but now it is not even working and we just got this within a couple days . Hundreds of dollars of food just went to waste and I had health issues due to eating food from their defected refrigerator . In this hot summer day , my family are left with a nightmare refrigerator that warm things up to 70 degree and none is resolving anything.
Home depot failed to protect customer information
Another note is homedepot just allowing their staff to share customer information on the internet and with 3rd party without approval. Customer information should only be used for intended purpose. I am not sure how homedepot uses customer information
But this is alerting and scary! Please do not use customer personal information without consents.
5.comments on me accepting the $500 gift card
Lets be honest , I was never willing to accept it as the inconvenience and financial loss it caused due to homedepot is far more than $500 gift cards that we can only spent at Homedepot. We were left the choice of either accept it or just nothing as *************************** was going to hang up on me.
comments about the discount they lied about
6.*************************** claimed I knew there is no discount but still placed the order after which is completely False and he was just trying to be difficult as he is a total racist. The logic here doesnt even stand. If I placed the order after I had conversation with them then how could I give them my order number during the conversation ? The answer is easy that he is just being difficult because he discriminates me .
Racism, great evil in our society and that is my experience with homedepot staff.
Sincerely,
***********;Business Response
Date: 09/28/2022
September 28, 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 a transaction with our company. The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
The online resolutions team contacted the customer to further assist and provided the below update:
Sent a Settlement and Release Agreement to ********************* which he signed and returned.
Spoke with ************************ She verified Whirlpool was contacted but they have not gotten back with her to schedule an appointment as there may be no one in the area for service. ****** is a remote town in ****. We discussed the option of a refund but a trip to the store over an hour away would be necessary. She agreed to have her husband sign a Settlement and Release Agreement to be returned and a manual check then requested and mailed. As per ***********************, the $500 gift card was accepted for the delays with delivery. The dishwasher and stove were not installed at delivery, but dishwasher installation was not requested on the order and the stove needed parts. Mr. and *************** have made purchases of the necessary parts and have taken care of the installation themselves.
An email has been sent to ************** confirming his check was approved and is being processed. He can expect *** delivery within 2 business days of the check being cut. Check days are Tuesdays and Thursdays.
Submitted a request for a manual check approval. Check request in the amount of $1303.24 was approved and sent to bookkeeping for processing. A request for *** expedited shipping has been submitted, Task 22747.
9/27/2022
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 if you have any questions.
Sincerely,
*********************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/09/2022
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 8/1/22 I Placed a $14000 order with Home Depot (# **** ********************************************************** 32405)for a complete home ********************* installation at my 87 y/o Fathers home. About 4 weeks ago the installation process began. 2 weeks ago they "discover" that we are 10 boxes of ********************* short, and would contact HD for more material. On Tuesday of this week (week 3) I contacted HD to find no material had been orderded. Today (week 4) I call HD (after contacting ******* and ***** with the installers) and was informed by Ast Store Manager (****** ext 102) that material has not been recieved, and installers would not be back on job site until next Thursday (9/15/22 end of week 5). HD corporate office was contacted (Case ********) and they are looking into the situation. At no point has anyone came to the job site to ensure quality work, plank that has been installed has gaps and makes a lot of noise when you walk on it??Business Response
Date: 09/19/2022
09/19/2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
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 his flooring installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. I have spoken with ************ and will be working with him directly to get the issue resolved.We discussed having the cost of the installation refunded and ************ will hire his own installers to do the work. I also advised him that we will discuss additional compensation for the time lost and the frustration. I will continue to work with ************ and our Field team until the issue is resolved.
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: ********Initial Complaint
Date:09/09/2022
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.
8-1-2022 Had new HV** unit installed for $8100. It took many days before the unit would get cold. Day 1, It took 10 hrs for the technicians to do the install. We were told that it would take 2 hrs before the ** would cool my house. The temperature in my home remained 90 degrees. I called ARS the next morning and they sent the same two technicians out. Day 2, (08-2-2022) The technician checked the unit and said that the unit was defective. They brought a new unit out and it took another 10 hrs to install. They could not get any cold air to run through the unit. Again, we had to stay in a sweltering house. Day 3, (8-3-2022) a field supervisor came out to guess what the problem was. I asked to be put in a hotel and was told I would have to pay for it and maybe accounting would reimburse me. So, my family had to stay with family. So, inconvenient September 2021. Day 4, (8-4-2022) technicians said line was frozen. They had to run a new line which took hours and in the meantime, my house is extremely hot. I was assured that I should not have anymore problems once the new lines were installed.The ** worked fairly well for about 2 weeks. Then, the ** went downhill again. I called ARS again and on 8-22-2022 a technician came out and said that the lines were frozen again. He had to allow the line to unthaw. 8-23-2022 the technician came back and took about 8 hrs to get the ** to work. He thinks the line might have a small leak but can not find one. The ** worked for a few days. 08-30-2022 the ** stopped blowing cold air again. I contacted the quality manager but have not received a call back. I am highly unhappy with the defective ** unit. It should not be this hard to get a brand new unit to work properly. I want the company to honor their 100% unconditional money back guarantee and give me a refund of $8100. I never thought ARS would have to come to my home so many times for a new unit in the same month that I made the purchase.Business Response
Date: 09/20/2022
September 20, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 **********************************************************************************************
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 with our **********************, under order number H0110-267539. Customer reported concerns with her HVAC unit.
The Home Depot is currently reviewing this case and has reached out to all parties involved. We have partnered with our business partner, the District Services Manager to handle this complaint.
We have received the following update:
The District Services Manager reached out to the customer and left a message. As of now the vendor has advised the unit is working and they could not find the leak, so they placed die in the unit to check back on 09/22/2022 (Thursday). We are hoping to remedy and offer compensation for issues once the vendor and customer agree it is working correctly and resolved.
With that being said, The Home Depot is addressing our customers complaint and considers this matter in progress.
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 should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:09/09/2022
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 went to the store to make a purchase and I was informed by the customer ********************** that they price match as long as you have the ad and it is not sold by a third party. Upon check out I was informed that they do not price match and that Home Depot will not match their prices. I purchased a ****** reel mower that was ****** the price match was for *****. I ended up paying thr ****** instead of having it price matched. I called customer ********************** and they refused to help me and I stayed on the phone for over an hour.Business Response
Date: 09/11/2022
09/11/2022
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. I reached out to our customer,and she explained her frustrations with the situation and how it was handled. I did apologize for the service she received, and I did educate the customer on the Price Match policy with Amazon. I also offered customer a gift card for her inconvenience, she accepted and I did send it via email.
With that being said, the Home Depot considers this matter resolved.
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:09/09/2022
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 paid ******** Home Depot $30414.37 up front to do a kitchen remodel March 25,2021 and my kitchen has still not been done. The cabinet doors have marks and poor workmanship. The counter has chips and they are saying it is out of warranty. I have not used my kitchen as of yet. My appliances need to be installed but they are not taking care of me. I have a claim with the corporate office #******** but they are also giving me the run around. Yesterday they scheduled a phone conference at 1:00 p.m. but no one called. I called them once again to be told they will call me. They give no phone number to call. I am at a lose to know what to do to get my kitchen finished. It has almost been a year and a half with no kitchen. Once they got my money they have been taking their time with my kitchen. Cabinets and a counter that is it. Please help me get my kitchen done. Home Depot is not a good business.Business Response
Date: 09/22/2022
September 22, 2022
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 **********************************************************************************************
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 with our **********************, under order number H0668-212370.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our District Services Manager (***) will be handling this complaint.All information for this case was forwarded. The *** contacted the customer and provided the following path to resolution; refunding the appliance installation,install microwave, cover repair for the countertop, and site visit to address door fronts on 09/14 or 09/21.
With that being said, The Home Depot is addressing our customers complaint and considers this matter is a work in progress.
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 should you have any additional questions or concerns.
Sincerely,
*********************
The Home Depot - Customer Care
Resolution Expediter-Executive Escalations
P: ********************
F: ************
SF#********Customer Answer
Date: 02/08/2023
My kitchen is still not done. It will be two years this March. They took my money $30,469.00 up front and I am still waiting on my kitchen to be done.
Business Response
Date: 02/09/2023
February 9, 2023
Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** 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 with our **********************, under order number H0668-212370.
The Home Depot is currently reviewing this case and has reached out to all parties involved. Our District Services Manager (***) will be overseeing this complaint. All information for this case was forwarded. The *** contacted the customer and provided the following path to resolution; refunding the appliance installation, install microwave, cover repair for the countertop, and site visit to address door fronts on 09/14 or 09/21.UPDATE: As previously stated, the District Services Manager (***) was the customers point of contact (POC) regarding their kitchen project. Per an update provided by the *** on 9/12/2022, Home Depot agreed to refund ************ the cost of appliance installation, complete the installation of the over-the-range microwave, cover the cost of countertop repair (the customer reported damages eight months after installation, and they were not covered under warranty), and schedule a site visit on either 9/14/2022 or 9/21/2022 to address any additional concerns regarding the cabinet door fronts. The *** advised the customer has had a functional kitchen since December 2021, as the cabinets were fully installed/functional; however, ************ refused to allow appliance installation until she approved all cabinet door replacements.
In October 2022, the *** confirmed the customer had their direct contact information and advised they were providing weekly updates to the customer regarding the status of the cabinet doors. As the customer requested the cabinet doors be ********************** as they arrived, a partial install was completed on 10/26/2022 in the presence of the ***. Home Depot has been in constant communication with the customer regarding the status of their kitchen project and provided an updated ETA of at least four weeks for newly fabricated cabinet doors at the end of November 2022. Home Depot advised of a cabinet door reorder and the need for another installation appointment upon arrival.
New cabinet doors arrived in late December 2022. Five cabinet doors were installed on January 3,2023. *** advised the customer that the other four cabinet doors were being reordered and fabricated by Kraft Maid. In email correspondence on 2/9/2023,Home Depot advised the customer that their previous POC had transitioned to a new role; however, a new POC attempted to contact the customer via telephone/voicemail/email. The current ETA for the remaining four cabinet doors is Tuesday, 2/14/2023. Once received, Home Depot will contact the customer to schedule ******************. Home ********************** communicated all this to the customer via email on 2/9/2023.
With that said, The Home Depot is addressing our customers complaint and still considers this matter a work in progress.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Should you have any additional questions or concerns, please contact me.
Sincerely,
*******************************
Executive Escalations
Phone: ***********************
Case: 30086307
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