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

11,859 total complaints in the last 3 years.
3,470 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:09/18/2023
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.
Washer was purchased, delivered and installed. Not installed correctly, water leaked from 2nd floor to 1st floor. We called Home Depot, they would not send anyone out. We had to clean, mop and move all items in the flooded area. This took all day, we are 66 years old, we worked form 11 to 7pm. We called ServePro, they showed up at 6PM, to late we had already been drying and moving items. Servepro installed a fan and dehumidifier for 4 days, checking the moisture level. They choose to pay ServePro, but not us, we did most of the drying, after moving and mopping, we had fans and a dehumidifier. I feel they owe me for 2 people working for 8 hours each, plus my damaged items. Amount due to us $1077.00. I paid for the washer that they did not install correctly, they should pay me for my work and damaged items. They do not have insurance, they use a 3rd party company, this company is unreasonable. 2, 66 year olds spending the day, mopping, cleaning and trying to dry out my 1st floor and garage. We had to move all items outside to get them off the floor, so the floor could dry. I have many pictures showing all the items we had to move outside for the day and then back inside before dark, I have pictures of the damaged items and pictures for the water sitting on the floor.
Business Response
Date: 09/21/2023
September 20, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *********************/BBB Complaint #********

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. Our valued customer was advised by the team that they must continue to work with the third-party administrator ******** claims agent assigned to their claim to reconcile the compensation that has been requested. Details of the BBB complaint have been forwarded to the claim agent for review. The customer will be updated with a resolution directly from their Sedgwick case manager going forward.
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,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33863956

Customer Answer
Date: 09/29/2023

Complaint: 20615168

I am rejecting this response because:
Home Depot has not offered me any resolution to this problem. They do not care about their customers. If they gave nothing else they could at least give the washer for free since we worked two people 8 hours all day cleaning up a water leak because they hire people that are incompetent.. they will not speak to you all they tell you is that you have to speak to the third party company Sedgwick. And they are rude and non accommodating.

Sincerely,

*********************
Business Response
Date: 10/05/2023
October 5, 2023

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

RE: *********************/BBB Complaint #********

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address their concerns. As previously stated, our valued customer was advised by the team that they must continue to work with the third-party administrator ******** claims agent assigned to their claim. ******** has advised us that the customer has received one check which has been cashed and the second check has been processed and being sent via mail. No further action is needed.
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,

Sha-***********************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33863956
Customer Answer
Date: 10/06/2023

Complaint: 20615168

I am rejecting this response because: No one has compensated the home owners for work they preformed. The 3rd party company did not compensate the home owners. Seniors, by themselves working for a full day in the sun to try to save some of their property. No consideration from Home Depot. They like to turn it over to a 3rd party, that way they say all is well, BUT IT'S NOT!
DID NOT CARE ENOUGHT TO NEGOGIATE.
NOT SATIFIED.

Sincerely,

*********************
Initial Complaint
Date:09/18/2023
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.
Bought a Frigidaire refrigerator on July 12 2023. Delivered on 7/18. A few days later it started to leak water. I called and went in person to home Depot. They send 2 repair men who said I needed a new refrigerator. I was told I would get a new one. Then they cancelled it. They send another repair man. He said the same thing. Home Depot refuse to give me a replacement. The refrigerator came defective. It came without a non removable drain pan. It's been two months that I have been trying to get a replacement and home Depot keeps playing games back and forth with the warranty. All I want is a working refrigerator. My phone is **********. Email is ***************** I hope you can resolve this issue for me. Thank you.
Initial Complaint
Date:09/18/2023
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.
I bought 3 doors July 2020 for $5835.35 from Home Depot. The 1st week of October the French door was installed on the weather side of my house. This door leaked profusely from the first storm. Although Home Depot replaced parts nothing worked. After 2 years Home Depot and the manufacturer, Feather River, agreed to replace the door. Home Depot received the door the summer of 2020 but after many excuses, delays and cancellations Home Depots installation company,RFI, installed the replacement door on Palm Sunday of 2023. This door also leaks. The doors dont meet in the middle. The manufacturer sent out their 3rd party man, from United Tech Services who did find a problem with the installation. He said it was 1/4 out of plumb. The installer came and took pictures of water coming thru the space between the doors but said sorry, I cant fix it. I called the manufacturer and they said they would resent the report out to them again and said the door needed to be uninstalled then reinstalled to make it plumb. The manager of Home Depot, ****, offered me $1800 to release them from this contract and said Id get papers in the mail that I could sign and drop back in the mail or drop at the store. I called corporate after several weeks and they said they sent an email. The email didnt say Home Depot just a womans name and I never noticed it. I asked her to sent paper forms to me in us mail. That was Aug 18. Since then weve had 2 storms that came pounding against the front of my house, against the other door the was installed the same time and found it leaks too. They say I need an overhang but I didnt have one for the last 44 years plus I have a 5 overhang over the front door and water still came in. I haven heard a word from Home Depot or their corporate office. Please help. I did file with the BBB on April 28, 2022 No. ********. This problem is still on going. I would appreciate any help you can give me. Thanks Home Depot has several pictures but I can supply more
Business Response
Date: 09/27/2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
******************************************************************************************************

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 regarding their Experience with our company.

Services Department has contacted the customer. A settlement and release agreement (SRA) has been sent to customer for signature to proceed with compensation.
With that being said, The Home Depot has addressed the customers concern and consider 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.

************
The Home Depot Executive Escalations
**-33864025

Customer Answer
Date: 09/27/2023

Complaint: 20610744

I am rejecting this response because:
I have not been contacted by the services department as of 9/27/2023. As of this date I also have not received a settlement and release (SRA) agreement with compensation papers to sign and return.
Sincerely,

*************************
Business Response
Date: 10/04/2023
October 3, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

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 regarding their Experience with our company.
A settlement and release agreement (SRA) has been sent to customer for signature to proceed with compensation. This letter was sent in two different occasions to customers email including one today.
With that being said, The Home Depot has addressed the customers concern and consider 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.

************
The Home Depot Executive Escalations
**-33864025re...
Initial Complaint
Date:09/18/2023
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.
On June 11, 2022, I contacted HomeDepot located in ********* ************** through its installer ************************* of KP cabinets and Remodeling to purchase and install refacing my 17 Kitchen Cabinets and 12 draws for a total of $16,371. On or about September 27, 2022KP employee came to install the doors and drawers. They removed the existing doors and sanded the inside frames to the bare wood. They damaged my wall and molding. They did not use the original hole to install the new doors, leaving the inside of the cabinets unsightly and a mess. I spoke to KP for someone to address this issue. They attempted to spackle and paint the inside frames without fixing the existing holes. The frames were covered over with paint and not sanded. They use yellow caulking. See attachments of their attempt to repair the corners in the walls and the molding damaged by then. I have tried to resolve this to KP and HomeDepot. I have spoken to the store manager of HomeDepot, ***************************. . He has told me various times he called KP and didnt understand why they havent gotten back to solve this problem. Now I have noticed four doors are peeling. I was assured this would not happen because it was a different method, other than the workmanship of my original cabinets. I have called KP owner to speak to her two times, and she never contacted me. This product is defective, inferior, and substandard at best and the workmanship is poor, unprofessional and unacceptable. I am reaching out to you since I must pay the $16,371 by October 4, 2023. I have never signed off on this work. Im sending you photos of the damages in the photos of the four cabinets which are now peeling.
Business Response
Date: 10/24/2023
October 17, 2023

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

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

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

We acknowledge the receipt of the *************** Consumer # ********

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 carefully reviewed and investigated this matter and offers the following in response to the customers concerns, our field team has been actively involved in resolving this matter. They have advised that On September 25th, the service was scheduled, and the customer allowed us to complete it. However, the customer refused to sign off on the **********************. As of today, there is nothing outstanding on this installation and we went above and beyond to satisfy the customer. We even paid a painter to paint the inside lips of her cabinets, which were not part of the original project, and we sincerely believe that his additional compensation adequately addresses your concerns.

With that said, we have addressed the customers concern and consider this matter resolved.

Its The Home Depot's 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# ********
Initial Complaint
Date:09/18/2023
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 made two purchases from Home Depot online in August that were both damaged in transit and never delivered. Order #WJ38123593 was declared damaged in transit on 8/21 and sent back to the originating company, with no replacement delivered. Order #WM43405**** was noted as delivery exception on 8/17 due to damage in transit, and again no replacement was delivered. When I called to get the funds credited back to my credit card, since no merchandise was delivered and no replacement ordered, I was instructed that ** uses a 3rd party service, TRE, to determine refund eligibility and mine were being refused. These were opened as disputes with my card issuer, at the advice if an ** associate. I then placed order #WG41356480 to replace the never-received order ending **** but went to cancel a few hours later. I was told that orders can only be cancelled within a 45 minute window, otherwise they need to be refused delivery to get refund credit. I followed those instructions and refused delivery on 9/5 but after 2 weeks did not have a refund noted so I reached back out to ** cust **********************, who then advised me again that TRE was declining the credit. In all instances I was told to contact TRE so they could override the decision, as it was abundantly clear to the ** associates that my merchandise had never been received. When I spoke to TRE they indicated that it was an automated decision and there was no way to override...the decision was final. So essentially ** has deployed a systematic process to remove all common sense from decision making and is committing theft against the customers who try to do business with their company. I was told the reason for declines was due to excessive return activity, which I explained was due to building a house and not having the merchandise to review at the local store. The ** associate also agreed no violation of return policy took place and was appalled at the decision **/TRE was making. This is theft, by every definition!
Business Response
Date: 09/20/2023
9/19/2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************

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 Online Executive agent assigned to our customers case received approval to have orders WG41356480,
WM43050096, and WJ38123593 refunded. Our customer has been updated and thankful for the refund and assistance.
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,

***************************** Escalations
Phone: ***********************
Reference Number: 33852844
Initial Complaint
Date:09/18/2023
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.
Having previously contracted with Home Depot At Home Services to install 2 Plygem vinyl window units (a single double-hung unit and a mulled twin double-hung unit) with sales rep ********************************** on Tuesday, August 29, 2023, an installer (Norm) for the Home Depot arrived alone to install the window units.Due to numerous installation problems with the windows including the installer possibly voiding the window warranty, an email with supporting photographs was sent to sales rep ********************************* who replied to inform me that the email was forwarded to the management team.On Wednesday, September 6, 2023, *************************** (District InstallManager) and ****** (Area Installation Supervisor) were scheduled to arrive at 10 AM to inspect the windows and discuss any and all issues with me. Unfortunately by 1030AM, after not receiving any phone call, I had to leave in order to attend to my schedule. A note was left on my front door advising **** of my displeasure and my desire to seek a full refund and have the windows removed. At nearly 11 AM a voicemail was received from **** apologizing for having not shown up on time or calling. He stated he would call me later that day to reschedule but never called.On Friday, September 8, 2023, I sent a text to **** again advising him of my displeasure and that I am seeking a full refund and removal of the window units; I also reminded him if his failure to provide a follow-up call and that he has until Wednesday, September 13, 2023, to conform a full refund or I would be seeking legal representation; **** replied via text a few hours later stating he would be forwarding my request to the management team and they will be in touch by the requested date but nobody ever contacted me.Having had to call Home Depot At Home Services myself the next day, I finally received a call from someone appearing to be ****'s boss for them to inspect the windows on September 18, 2023, but told me management would not be approving a full refund.
Business Response
Date: 10/17/2023
October 16th, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ***************************/BBB Complaint #********

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot has partnered Installation Services to provide a resolution to Mr. ********** After further discussion, Home Depot has offered Mr. ********* to return the windows for full credit. The offer has not been accepted at this time.
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 ************** Executive Escalations Team
Case: 33863690

Customer Answer
Date: 10/17/2023
While Home Depot did provide an agreement offer, they also delayed the process by near 1-1/2 months and refuse to fix the damage done by their installer. In addition, their delay has now caused us to wait an additional 5 months to remove the windows and have them replaced before they are sent back to Home Depot as a result of the earliest date being 8-1 weeks away, which is in the middle of winter. Sadly though, after consulting an attorney, we will be forced to agree to their demands as once again the little guy that did nothing wrong gets screwed. However, Home Depot will NEVER see another ***** of business from us or anyone we know.
Business Response
Date: 10/18/2023
October 16th, 2023
Attn: ***************************************************** Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ***************************/BBB Complaint #********

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has carefully reviewed **************************** claim regarding this matter and must respectfully deny demands. We offered the customer the following two options for him to choose from:
Home Depot agrees to refund you the amount of Two Thousand Eight Hundred Ninety-Nine Dollars and Seventy-Eight Cents ($2,899.78) in the form of a check within Thirty (30) business days following Home Depots receipt of (i) an executed copy of the Settlement and Release Agreement, and (ii) the return of the Two (2) Plygem vinyl window units (a single double-hung unit and a mulled twin double-hung unit) installed as a result of the Transaction (the Products). Within one year of signing the Agreement, the Products must be uninstalled by a contractor of Customers choosing at Customers sole expense (the Uninstall). Following the Uninstall, Home Depot agrees to pick the Products up from the place of installation within twenty (20) business days of receiving notification. You must return the windows within one year of signing the Agreement.
------------ OR -----------
Allow the installation team to return and complete the outstanding work. The warranty will remain intact and once the job has been completed; we will discuss a reasonable compensation for any inconvenience experienced. If this is accepted, then a change order must be signed to move forward.
This is our final and only position that will expire on 10/25
Sincerely,

***************************
The Home Depot ************** Executive Escalations Team
Case: 33863690
Initial Complaint
Date:09/18/2023
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.
08/01/2023 I purchased a riding mower from home depot and its still under the factory warranty I started having problems shortly after i purchased it so i contacted ************* and they had me take to ********* Repair in Spotsylvania. They have had it 2 months trying to fix it. They tell me now it is not repairable. I contacted Home depot and they told me there is nothing they do for me. I want home depot to give me a new mower.. *********** told me ****** and ******** is blaming **** bilt and Trot Bilt is blaming ****** and ******** and nether will repair it.
Business Response
Date: 09/26/2023
September 26, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: ***********************/BBB Complaint #********

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation Team reached out to the customer to address his concerns. ****************** was able to return the defective mower, order a new one, and received compensation that went towards the new purchase for his inconvenience. The customer is satisfied with the outcome and no further action is needed.
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,

Sha-**************
The Home Depot ************** Executive Escalations Team
P: ********************
F: ************
Case: 33854544
Customer Answer
Date: 10/20/2023
Please withdraw my complaint against Home Depot they took care of the problem and I'm very happy
Initial Complaint
Date:09/18/2023
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.
We purchased a yard decoration Aug 2022 from Home Depot online, to be picked up locally.In April 2023, (well within the 1 yr warranty period) we contacted Seasonal Visions, who produces this for Home Depot. After several emails spanning weeks, we were told to contact Home Accents, the parent company that supplies this for Home Depot. Again after several weeks or emails and calls, we were told to call Home Depot for warranty support.. and then they referred us back to Home Accents!Several emails later, we found out Home Depot actually has a separate support line that specifically handles Home Accents products, and I needed to call home depot and request that division.I did, and they contacted Home Accents to get a replacement part for our item hoping to restore its functionality.Since it shipped from *****, it arrived a few weeks later, and we found we still has functionality issues.I contacted Home Depot's support line again, and went through the same series of emails suppling photos and video to clarify the issues we were having.During this time, the warranty date came up, and they now claim they do not have to supply warranty service as a result.Since we did in fact start trying to resolve this issue 4 months before the warranty period expired, we feel they DO need to honor the warranty, and either send us replacement parts to fix it, replace the item, or refund us our money.Their current case number is: Subject: Case: ******** Tech support [ ref:_00D50JUFY._500Hs1vJbiW:ref ] (There are however earlier cases with both home accents and seasonal visons, and they have records of our contacts.)We have been MORE than patient being shuffled around between 4 different support companies, complying with all the requests for calls and emails of clarification explanation, photos, and video, over more than 4 months.Had our issue been resolved within the warranty period, we would not be outside of it now, and having to file this complaint.
Business Response
Date: 10/13/2023

October 13, 2023

Sent Via Email
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

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 regarding their purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. We partnered with the Online Escalations Team, who contacted the customer regarding their complaint. We contacted the manufacturer regarding replacement parts needed, and they agreed to send them to the customer. We shared the tracking information with the customer, and they were delivered on 10/10. The customer confirmed they received the delivery, and the item was now working as expected.

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,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33569820

Customer Answer
Date: 10/13/2023

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.
In addition, while we are dismayed we had to escalate this matter here, Home Depot's handling of this here was outstanding.
Sincerely,

*******************
Initial Complaint
Date:09/17/2023
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.
I was told by Home Depot ASM that I needed a custom order door, in which the manufacturers package indicates otherwise. The manufacturers package states that a in stock standard door would suffice.
Business Response
Date: 09/28/2023
September 28, 2023

Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303

RE: ***************************/ BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the ************** Customer Order Specialist (***) advised they sent several emails to the customer explaining the need for a special-order door. The *** advised that due to the
-narrow width of the area in question
-lack of a previously installed door
-unlevel walls and flooring
The stores standard door will not fit, hence the need for a special order.
Home Depot placed the first order using the measurements provided; however, the uneven floor and walls forced a reorder. Subsequently, during the original installation appointment, the installer noticed some imperfections in the door, prompting another reorder. Please note that all reorders were placed at no additional cost to the customer. Regarding the customers assertion that a standard door would suffice, Home Depot, the ************** ***, and our installation partners all agree a standard door is insufficient for the customers project due to the width of the existing frame.
Home Depot communicated all this to the customer as recently as Tuesday, 9/19/2023, and the current ETA for the most recent reorder is Friday, 10/27/2023.
With that said, we are addressing the customers concerns, and will continue to assist until the matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

********************
Executive Escalations
Office: ***********************
Reference Number: ********
Customer Answer
Date: 10/01/2023

Complaint: 20618197

I am rejecting this response because:
Basic install covers minor adjustments ect. There is no reason to have a special order door ordered.
Sincerely,

***************************
Business Response
Date: 10/05/2023
October 5, 2023

Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******,****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303

RE: ***************************/ BBB Complaint # ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review,the ************** Customer Order Specialist (***) advised they sent several emails to the customer explaining the need for a special-order door. The *** advised that due to the
       -narrow width of the area in question
       -lack of a previously installed door
       -unlevel walls and flooring

The stores standard door will not fit, hence the need for a special order.

Home Depot placed the first order using the measurements provided; however, the uneven floor and walls forced a reorder.Subsequently, during the original installation appointment, the installer noticed some imperfections in the door, prompting another reorder. Please note that all reorders were placed at no additional cost to the customer. Regarding the customers assertion that a standard door would suffice, Home Depot, the ************** ***, and our installation partners all agree a standard door is insufficient for the customers project due to the width of the existing frame.
Home Depot communicated all this to the customer as recently as Tuesday, 9/19/2023, and the current ETA for the most recent reorder is Friday, 10/27/2023.
UPDATE: As stated and verified by the manufacturer,installer, and Customer Order Specialist, the space in the customers home is too narrow/uneven for a standard door. Per the customers additional complaint comments, Home Depot does make minor adjustments as part of installation projects; however, before making any adjustments during installs, we must first order the proper merchandise, hence the special-order door.
With that said, we are addressing the customers concerns, and will continue to assist until the matter is resolved.
Please know it is The Home Depots goal to satisfy all our customers with the products and services we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs.

Sincerely,

********************
Executive Escalations
Office: ***********************
Reference Number: 33853054
Initial Complaint
Date:09/17/2023
Type:Order 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.
I received a letter from Home Depot dated, August 23, 2023, asking for Payment in Full for work not completed (cabinet doors missing and/or not provided and additional items, etc.). Services were purchased in January 2022, installation was supposed to be completed on April 2022. After numerous calls from approx. May - August 2022 asking when installation would be completed, there was no response. Approximately August, 2022 I received an email asking for Payment in Full. I contacted the Home Depot Rep. by phone and told her the issues. Someone was suppose to contact me to schedule a date to complete the installation, no call was received....nothing since that time. Then last month (August 2023) received another email asking for Payment in Full. Called the Rep. told her I have not heard anything regarding completion of installation. Home Depot now sent a letter, asking again for Payment in Full. In my response, I will ask Home Depot for their "Punch List and Job Completion Document" with my confirmation that all work was completed in full. As a resolution, I am asking that all materials need to be on the truck for the final and complete installation. I have taken a number of days off from work to accommodate them and refuse to take more than one more day. If they cannot fulfill the request for completion of services, asking for payment in full is unreasonable.
Business Response
Date: 09/28/2023
September 28, 2023

Sent Via Email

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

RE: *****************************/BBB Complaint#: 20616273

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The Branch Installation Manager has reviewed ************** complaint and advised that he would review the punch list she provided for work to be completed. The installation manager stated that the items on the list can be order and installation can be completed in one day. ************** stated she would like to have the installation completed in February of ****; installation manager agreed with the requested timeframe. Items on punch list will be order and once they arrive installation will be schedule. ************** stated she is satisfied with the resolution. No further action is needed at this time.

With that being said, The Home Depot has addressed the customers concern and 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,

*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********

Customer Answer
Date: 10/03/2023

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,

*****************************

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