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
- 11,856 total complaints in the last 3 years.
- 3,460 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:09/15/2023
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.
Dear Home Depot,I purchased a Defiant Motion Sensing Security Light (model # DFI-****-WH), it was purchased on Feb-2020 and it has now stopped working. I tried calling the Defiant Customer **********************. The first call, the service representative dropped the call in the middle of the call without collecting any information from me. The second call, I was given a Case Number being told I would get a call back (Case ********). I would like this Light Fixture REPLACED please with either the same exact model, or an equivalent one that has the Base Plate for installation, and the *****to-**** feature. This is my third light of this model that I have purchased that fails before the 5-year warranty. Reason I like it is due to the easy-install, but the light fixture stops working around 2-years. And since the bulbs cannot be replaced I have to replace the entire fixture. I'm hoping you can REPLACE the fixture with the same one, an equivalent one, or just refund me the purchase. Thank you
Business Response
Date: 09/20/2023
September 19, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
****************************************************************************
Re: ******************************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalation team has reached out to ************************** to address his concerns. The team apologized for the inconvenience and has partnered with the manufacturer which will provide a replacement of the motion sensor once available since the product is out of stock until early October. The customer was sent an email that he acknowledged with the resolution and will await the replacement.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
** Case: 33863858Customer Answer
Date: 09/20/2023
Complaint: 20611568
I am rejecting this response because:NO, I reject the resolution. Case # 33833566. I received an email from a ************** from Customer ********************** telling me "I am happy that you are able to get the Flood Light replaced...... At this time I am going to close your case". I HAVE NOT RECEIVED ANY REPLACEMENT. I was told that when it its in stock, I'll get a replacement. So I responded to the email to ACKNOWLEDGE it, not to say I'm happy close the case. When Home Depot send me the replacement or the refund or the equivalent fixture, I'll be happy to Accept a resolution. Until then, NO I haven't received anything so I'm REJECTING it. Thank you
Sincerely,
*******************************Business Response
Date: 10/04/2023
Tell us why here...October 2, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
****************************************************************************
Re: ******************************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Executive Escalation team has reached out to ************************** to address his concerns. The team apologized for the inconvenience and has partnered with the manufacturer which will provide a replacement of the motion sensor once available since the product is out of stock until early October.
As previously stated, our Online Executive Escalations Team is currently communicating with the customer and confirmed the product is currently out of stock. Once the product is available the manufacturer will send the product to customer. The customer was sent an email that he acknowledged with the resolution and will await the replacement. The Online Executive Team will continue to monitor until resolved.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: 33863858Customer Answer
Date: 10/06/2023
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.AS LONG AS THE PRODUCT IS REPLACED
Sincerely,
*******************************Initial Complaint
Date:09/15/2023
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 March 12, 2023 my wife and I filed a warranty claim (job *******) for water leaking from our recently installed windows by The Home Depot Home Services. We also informed them at this time that all interior caulk sealant was cracking around the windows. ********************************* (ext 538 per number provided) became our claim manager. Due to heavy rains in Colorado we pleaded for expedited service to prevent further damage. On 5/19, due to lack of response, we called to elevate situation to branch manager ******. More delays, lack of accountability, and lack of sense of urgency ensued. On 6/7, estimator *** was dispatched to survey damages. This took several voicemails to ******** to coordinate. No sense of urgency was embraced as water damage continued due to heavy rain. He confirmed all window sealing will need to be redone, incorrect caulk was used, water is coming into our home walls, the matter should be treated seriously. Over the span of weeks, repair services were scheduled and executed which resulted in the removal of exterior window trim to mitigate improper sealing. Upon this, mold was found and the contractors called a stop work, requesting mold mitigation. From here, the nightmare continued as we dealt with extremely poor communication on next steps and response times from Home Depot and ******************* with ******** CMS to expedite mold claim. After endless unnecessary back and forth, payment was received to pay contractor for mold mitigation. As of 9/11/23, we found out ****** had quit. No assurances were received that our many times over elevated window claim was being appropriately handled. I had to leave voicemails/emails with ******** again that mold mitigation was completed and this needs to be handled immediately. 9/12 I finally received a callback. Sealing repairs are set for 9/18. Poor taping prep a few days prior to 9/11 by contractor has led to more water damage inside home from heavy rains. This is the worst customer ********************** experience!!!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 ******************/warranty claim.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Regarding the insurance claim, Home Depots insurance partner, ********, confirmed receipt of the customers claim on Wednesday, 7/12/2023. The assigned claims adjuster contacted the customer via telephone/voicemail/email on 7/13/2023, 7/14/2023, 7/18/2023, 7/20/2023, 8/3/2023, 8/4/2023, & 8/8/2023. On Tuesday, 8/15/2023, the claims adjuster received a mold estimate from the customer. On Thursday, 8/24/2023, the customer returned a fully executed Settlement and Release Agreement; Home Depot resolved the mold portion of their claim by issuing a check to cover the mold estimate amount.
Regarding the leak-related issues, the District Installation Manager (DIM) contacted the customer via telephone/voicemail on Wednesday, 9/20/2023, to discuss the project. Per the **** the customer was contacted on Monday, 9/25/2023, and documents for a pending refund are being processed.
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: ********Initial Complaint
Date:09/15/2023
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.
****** lawn reactor $2199 purchased 8/29/23 delivered 9/1/23 manual damaged/unusable home depot printed manul unacceptableBusiness 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 online purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, Home Depot provided PDF copies of the ****** MT200 Lawn Tractor Operators Manual, Warranty, Illustrated Parts List, and *********** Sheet. Home Depot provided all documents and a homedepot.com weblink to access this information for future reference on Monday, 9/18/2023, via email to the customers email address attached to the original purchase.
With that said, we have addressed the customers concerns and consider this matter 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: 10/04/2023
I received an email from Home Depot at an address I have repeatedly told them I did not use anymore. The email contained an address to print the manual. When I originally went to Home Depot with my complaint, they printed this for me, however it is formatted at half the size of the original, barely readable with a magnifying glass. I took the link to DATAFLOW, a local printing company to reformat and print. This job is not yet complete, but they estimate it will be about $46.00. I expect to be reimbursed for this plus $100 for my time and trouble. I do not want a Home Depot gift card as I do plan on ever shopping there again. Thank-you for your attention to this matter.
Sincerely,
***************************
Business Response
Date: 10/09/2023
October 9, 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 online purchase.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon receipt of the customers complaint, Home Depot provided PDF copies of the ****** MT200 Lawn Tractor Operators Manual, Warranty, Illustrated Parts List, and *********** Sheet. Home Depot provided all documents and a homedepot.com weblink to access this information for future reference on Monday, 9/18/2023, via email to the customers email address attached to the original purchase.
UPDATE: As stated, Home Depot provided the customer copies of the ****** ***** Lawn Tractor Operators Manual, Warranty,Illustrated Parts List, and *********** Sheet via the email address associated with their order, as one was not provided with the original complaint.Additionally, the customer can access the requested materials on Home Depot.com using the weblink provided. As mentioned in the customers comments, they received the manual requested. Home Depot will send a copy of the previously provided documents to the customers address associated with their complaint.
With that said, we have addressed the customers concerns and consider this matter 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: 33853130Initial Complaint
Date:09/15/2023
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.
They did not deliver my order or take any responsibility for me receiving my orderBusiness Response
Date: 09/21/2023
September 21, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
RE: ********************* / BBB Case # ********
Dear ****************************,
We acknowledge the receipt of Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, We apologize for any inconvenience our customer may have experienced while shopping with our company.
The Home Depot has carefully reviewed and investigated the matter and contacted our customer. We have processed a refund for the order and provided a gift card for the inconvenience to our customers satisfaction.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide and look forward to servicing their future home improvement needs. Please contact me if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone: ************** Ext. 85774
Fax: **************
Case: 33849781Initial Complaint
Date:09/15/2023
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 have bought an air condition system from Home Depot and was installed by Home Depot for ***** dollars jusr]t a few days ago . When I bought the system I was told if I pay with my Home Depot card I will get zero % for 24 months financing but then I saw on my Home Depot card financing at 0% only for 6 months so I went to Home Depot store and Manager ***** said that he will all Home Depot credit card and change it to 0% financing for 24 months . But he never did and I still see 6months financing at 0% . The manager lied to me and he never did what he promised me and to pay ***** dollars over 6 months is a lot for me and I only bought the system only when I was promised 0% for 24 months . This is bad customer ********************** quality and a manager should not lie to and should do what they promised me . This is the Home Depot store in ******-******* and the manager is ***** . I want Home Depot higher management to correct this issue and give me financing at 0% for 24 months as promised by their managers .Business Response
Date: 10/12/2023
October 12, 2023
Sent Via Email
Attn: **************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
****************************************************************************************************
RE: ***********************/ BBB Case #: 20609615
Dear *************:
We acknowledge the receipt of the BBB Case #: 20609615.
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 your concerns. The Executive Escalations Team partnered with our Service Provider, who agreed to re-key the customer's order in their system to have the requested promotion reflect on the customer's account. Citibank (South Dakota), NA is the financial organization governing all Home Depot credit accounts. As a result, the team forwarded the complaint to Citibank (South Dakota), NA, accordingly for confirmation. At the conclusion of the review and investigation, ********* will correspond with the customer directly within (10) business days. If further assistance is necessary regarding their account, the customer may reach Citibank directly at ************.
With that said, we are addressing the customers concern and working toward a resolution.Our internal case will remain open until this matter is 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
The Home Depot - Customer Care
P:***********************
F:************
Case No.33849785Initial Complaint
Date:09/15/2023
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 ordered a door on 9/2/23 and was to get by 9/8/13/23 and still did not get the people at the store was not helpful at all and would not even give me a refund when asked.been to store twice and still no doorBusiness Response
Date: 09/18/2023
September 18, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 **********************************
RE: ******************************* / BBB Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase 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 the customer and we discussed the customers issue. We agreed that an electronic gift card would be an acceptable resolution for all that has transpired. The gift card is in the amount of $150.
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,
****************
Executive Escalations Representative
Office: ***********************
Reference Number: 33849782Customer Answer
Date: 09/18/2023
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,
*******************************Initial Complaint
Date:09/15/2023
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.
Home Depot and Echo have a long standing partnership to carry Echos cordless yard tools. They have abandoned the *************************************************** favor of a new format using 56 volt batteries and chargers. As a result, I can no longer purchase the 58 volt batteries and chargers from Home Depot. As my current batteries are dying, I will soon be left with a worthless 58 volt based chainsaw, hedge trimmer, and blower. It would require me to spend close to $900 to replace these tools with new one when my current batteries die. Im retired, and I dont believe its fair for these companies to disrespect their customers loyalty to their brands and abandon them in this way. I believe it would be fair and right for Home Depot and Echo to offer to replace free of charge my current chainsaw, hedge trimmer, and blower with new 56 volt versions of those tolls including three 5.0 Ah batteries and chargers. Thank you for your help. Im hoping for a positive resolution to this complaint so that I dont have to use social media to complain about Home Depot and Echo.Business Response
Date: 09/29/2023
September 29, 2023
Attn: ***********************, Trade Practice Specialist
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303
RE: Carlisle Herron/BBB Case #********
Dear **************,
?
We acknowledge the receipt of the *************** Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with regarding their purchase with our company.
?
The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot has contacted the customer and apologized for their inconvenience. To compensate for any inconvenience caused, we offered the customer a check as a one-time gesture to assist with replacing their batteries. Should the customer require additional assistance, please advise them to contact ****** at *************************.
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,
****************
Home Depot-Customer Care
Executive Escalations
Phone: ***********************
Fax: ************
** Case #********Customer Answer
Date: 09/30/2023
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. I have electronically signed their offer of a one-time check to cover my inconvenience and am currently waiting for their check to be mailed to me.
Sincerely,
Carlisle HerronInitial Complaint
Date:09/15/2023
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 placed order with a home depot coupon. Order said it would be delivered next day. Next day home depot switched to another day. So I cancelled the order and purchased $5000 from your competitor. I am trying to place another order and your system will not accept my coupon even though the order was cancelled The coupon did not state I would loose its value for canceling an order you could not perform as promised I request the coupon value be applied to my order.Business Response
Date: 09/21/2023
September 21, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*******************************************************************************************************;
RE: *******************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated September 15, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the transaction with our company.
The Home Depot contacted the customer spoke with ************** and viewed his current cart. For the inconvenience, we issued a GC for $484.66 to markdown his order 10% off.
With that being said, The Home Depot considers the matter closed in our office.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
******************
Executive Escalations
Phone: ***********************
Fax: ************
**: ********Initial Complaint
Date:09/14/2023
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 of the doors (3 total) have gaps within the frame, allowing air to escape and noticeable drafts all around. The fire-door is splitting and coming apart, which at times causes the door to jam. The front (storm door) is noticeably warped and does not close completely without force. I made numerous attempts to resolve this with Home Depot, I could not make contact with the installer. One single door jam was given to me at no charge, to be installed on our own. The managers at this store would not help, I overheard a conversation one manager had with the installer speaking poorly about me and instructing him to leave and never return to my home so that they could be done with me. She used expletives and called me names, talking to other store employees while I was in the next aisle. I have been trying tirelessly to get these door frames and doors replaced. I am now told there is nothing they are willing to do at store level and to *** them if I am so unhappy with their work. I have been dealing with medical is***s and trying to get this situation resolved in between. Their work is sloppy, the quality of these doors is beyond explanation. We spent a large amount of money to have this as our end result. We are wasting hundreds of dollars with hot and cold air escaping. I just want this to be made right and to have solid, worthwhile doors in my home. The photos I attached support my claims.Business Response
Date: 09/27/2023
September 27, 2023
Attn: *************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
**************************************************************************************************
RE: *************************/ BBB Complaint # ********
Dear ********** ********** behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their credit account.
********************** has carefully reviewed and investigated this matter and offers the following in response to your concerns. We offered to reimburse the customer the cost of the doors and material. We are currently awaiting customers response regarding the amount for reimbursement.
With that being said, The Home Depot does not consider this matter resolved and the service ticket will remain open until customers concerns are 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,
*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:09/14/2023
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 purchased a Rheem Hybrid Hot Water Heater from Home Depot in ********, ** on 9/9/18. I also purchased the extended protection plan for $69 in which if for any reason the unit stops working, Home Depot will provide a replacement for 5 years. My unit stopped working on 8/30/23. I reported it to Home Depot with my receipt on 9/1/23. Exactly 8 days before it was due to expire. My wife and myself have been in contact with HD since 9/1/23 and nothing has been resolved up to this point. I have been with out hot water in my home for 16 days. This is absolutely absurd. When I initiated the claim I was told a tech would come out and assess and replace the pair only to find out they dont make the replacement pair for my unit because they now offer a newer unit. Since then I have been waiting for the ok for them to replace my unit. They have now responded with saying that I need to file a claim with the manufacturer of the water heater since it is still under warranty with them. At this point HD needs to honor the extended warranty and replace the water heater. This is what I paid for in the first place. I have attached pics of my receipt and a pic of the unit without power. Please get back to me ASAP.Business Response
Date: 09/22/2023
September 22, 2023
Attn: ***********************
Customer Experience Specialist
**********************
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 with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the online resolutions team contacted the customer to further assist. The customer has been sent his refund for his water heater. The customer has no more concerns.
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,
****************
Executive Escalations Representative
Office: ***********************
Reference Number: 33830835
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