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

11,856 total complaints in the last 3 years.
3,468 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:09/13/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased a Legend Force Garden Tiller online from Home Depot in July 27, 2023 with a delivery date of August 9, 2023. This is September 13, 2023 and I still have not received it. I have called numerous times concerning the delivery date and have been told it will be delivered in a week. Yesterday I was told I was told September 18, 2023 to October 12, 2023. Today I called Home Depot and they have no idea where the Tiller I purchased is. They can't even locate it to track it. I was told that I will just have to wait until it finally is delivered. This is a completely inappropriate way to treat a customer.
Business Response
Date: 09/22/2023
September 22, 2023

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

RE: *********************** / BBB Case #: 20600479

Dear **************:

We acknowledge the receipt of the BBB Case #: 20600479.

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 Online Executive Escalations Team contacted the customer in apology for this experience and placed a new order for pickup at the customer's local store.

Under the circumstances, The Home Depot has performed due diligence in this matter and considers this case closed. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (**** @ *************************). 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. 33819922
Initial Complaint
Date:09/13/2023
Type:Billing 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.
Home depot credit card is reporting an inaccurate late payment or my experian and equifax consumer reports.I've ever been late for this card. This is an error thats damaging my credit profile and reputation. I.ve disputed this with the credit reporting agencies and asked these companies for evidence and proof/validation of the late payment. They have not provided me with anything and continue to report this. It is for Jan 2019. I need this corrected immediately!!! acct #****************
Business Response
Date: 09/18/2023
9/18/2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ******************************* /BBB Complaint # ********
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 regarding their credit
account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have
forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by
Citibank, ******************************* will receive a response directly from them.
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,
***************************** Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:09/13/2023
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.
We ordered a brand new quartz countertop from Home Depot and paid $1,426.95 for it The countertop was delivered with manufacturing defects and two unsuccessful attempts to rectify the defects were made prior to it being installed. The defects were clearly due to poor workmanship and lack of care and attention to detail. An attempt was made to pass off a defective product when a new one should have been prepared in the first instance Home Depots countertop installer, after communication with his home office, advised that he would not install the damaged countertop, as leaving it uninstalled would allow for its easy removal should a new countertop be installed The above was a lie: the countertop has been glued and installed to our new vanity, which has precluded its removal without causing damage to the a new custom made vanity (and walls), which could potentially need to be fully replaced Our bathroom renovation is on hold, more than a month behind schedule with no completion date in sight. We have been without water in the vanity since August 3. Today is September 13.At no time, has Home Depot offered any kind of apology or empathy for our position All we have been offered is a third attempt to fix a defective product. Not acceptable.We have had to deal with a Home Depot Resolution Specialist, which has been a total waste of time and an affront to our intelligence We demand a full refund for a defective product, which cannot now be removed.
Business Response
Date: 09/15/2023
September 15, 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 purchase 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 ****** service team are willing to repair or replace the counter-top but the customer will not allow the ********************** team into their home. We are unable to provide a refund until we have either tried to repair or replace the counter-top.

With that being said, The Home Depot does not consider this matter resolved and the service ticket will remain until repairs or replacement are complete.

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:09/13/2023
Type:Order 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.
KOHLER Elmbrook Revolution 360 Complete Solution 2-piece **** GPF Single Flush Elongated Toilet in. White ***** Included )Model # *****-0 Store SKU # ********** Date Ordered: September 4, 2023 Order Number: WG42167994 Order Total: $461.83
Business Response
Date: 09/25/2023
September 25, 2023

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

RE: ***************************** / BBB Case #: 20598680

Dear **************:

We acknowledge the receipt of the BBB Case #: 20598680.

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 Online Executive Escalations Team contacted the customer to advise their return had been approved and to allow 3-5 business days for the credit to reflect back to their original payment method.

With that said, we have addressed the customers concern and consider this matter resolved. If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (****** @ *************************). 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. ********
Customer Answer
Date: 09/25/2023
Thanks for acknowledging it. I would like to be compensate for my time and hassle I went through.
Initial Complaint
Date:09/13/2023
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.
Home Depot tehcinician breaks our frig trying to fix it. Purchase refrigerator (frig) from Home Depot store & 5 year frig Warranty Plan (cost $195) on 5/13/21 & delivered on 5/26/21. Total Cost with tax $1,588.24. Paid in full. I called them over 17 times calling & filed a claim with their home warranty claims personnel on 6/14/2l as frig broke within the first 30 days, they did not fix the problem with the frig freezing my produce & freezer not freezing frozen food. Spent 2 years calling on frig warranty (6/14/21 thru 8/7/23). On 8/21 they sent Mr. ******* to fix the refrigerator as the refrigerator part is freezing our produce (milk, *********). He changed the back panel & the temperature thermostat. The next day the water ************* was frozen, the ice ************* dispenser didn't work, the back panel that he replaced had a big gap & cold air is pouring in from the ************** part. Now 5 shelves in our frig is non-usable as more of the refrigerator area is freezing. Now we only have 2 shelves to put our produce & nowhere for our milk /juice/eggs. Frig still keeps running. Home Depot person Mr ******* broke more parts on the frig. I Called home depot on 8/23, they sent me to GE MFG *************** to fix the problem. On 9/11 GE MFG Technician, ********** inspects the frig & said the back panel needs to be replaced, it should be sealed not have an open gap. Since theres a gap cold air is leaking from the freezer into the frig part, Also the duck panel needs to be replaced, & the water tank needs to be replaced. Note: The back panel was replaced on 8/25 by Home Depot technician Mr ******** Now the back panel needs to be replaced again. Per ********* (from GE) said we have to pay $519.18 for GE technician to fix this problem we are out of warranty. Home Depot sent us to GE **************** knowing that our MFG warranty expired on 6/7/22. Now they again are yanking us a around, doing noting. They refuse to replace the frig.
Business Response
Date: 09/25/2023
September 23, 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 her concerns. Communication between the customer, the team, and Allstate is currently taking place. The matter has not been rectified at this time and determination of next steps are pending. This complaint shall remain open until the customer has been made satisfied.
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
Case: 33816182

Customer Answer
Date: 09/29/2023

Complaint: 20598398

I am rejecting this response because: Home Depot with their Allstate Protection Plan, the refrigerator reimbursement is supposedly in progress. Once I received the appropriate money reimbursement I will move forward to my complaint closure.

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 her concerns. The team has communicated to ****************** that a food spoilage check has been issued to her that will take six business days to be sent to her home. Also, Allstate has issued a reimbursement check to the customer that was processed on 09/28/******** customer has been advised that she can contact Allstate at ************** for tracking and updates. No further action is needed 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,

Sha-**************
The Home Depot ************** Executive Escalations Team
Case: 33816182
Customer Answer
Date: 10/05/2023

Complaint: 20598398

I am rejecting this response because:

Sincerely,

***************************
=====================
As of 10/5/23, I only received part of the refrigerator money. They still owe me the remainder of the refrigerator tax that I paid. Once I receive the full amount for the taxes, I will close the complaint

Business Response
Date: 10/16/2023
October 16, 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 her concerns. The team has communicated to ****************** that a food spoilage check has been issued to her and will be sent to her home. Also, Allstate has issued a reimbursement check to the customer that was processed on 09/28/2023. The customer has been advised that she can contact Allstate at ************** for tracking and updates.Currently, the team is reinvestigating the tracking of the customers check and to identify an appropriate date of when she will receive the funds. The case is open, and the customer will be contacted by the team to receive all available updates momentarily.
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
Case: 33816182
Customer Answer
Date: 10/17/2023

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:09/13/2023
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.
Purchased a tiller on HDs deal of the day on July 21, 2023. PO# WM4121-8568. NSD tracking number is ********. First scheduled delivery was Aug 8, then Aug 21, then Sept 11. No delivery made. Nonstop delivery is the assigned delivery parter with a long history of no shows, no call backs, no answers and no deliveries. Made multiple calls to *** and then multiple calls to HD customer ********************** for online purchases. Multiple HD case numbers, ********, ********, ********. Was told the problem would be investigated and I would receive an email with update. No email has been received to date. HDCustomer service did say, after contacting ***, that one tiller was lost in transit and one is lost somewhere in one of *** warehouses. After the Sept 11 no show, I got a call back the next day from someone at ***, only because she was contacted by a HD supervisor requesting a customer contact be made. Learned from *** call that they only service the area maybe, one day a week. Not enough deliveries to area, you lose. I do not want a refund, I do not want to cancel my order, I just want someone at HD to care enough that they will get my order delivered and put an end to this.
Business Response
Date: 10/09/2023
October 9, 2023

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

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

Dear ******,

We acknowledge the receipt of BBB Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding order WM41218568 for a tiller.

The Home Depot has reviewed this case and reached out to all parties involved.Our Online Executive Team worked with NonStop Delivery to get the shipment expediated. We were able to advise the customer within 1 hour to speaking to them the shipment arrive the following morning. This morning is was confirmed the shipment was made. With that said, at this time, The Home Depot does not consider this matter resolved and requests additional time to get this completed for the customer.

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.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 33676601

Customer Answer
Date: 10/10/2023

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.
*********************************, ************************ did reach out to me, and had resolved the matter by the next morning. My long awaited tiller was delivered, first thing in the morning, and I did let ******** know, shortly after the delivery team left. Again, my thanks and appreciation to ******** and Home Depot on their handling and expediting of this. This is the Home Depot I know!

Sincerely,

*****************************
Initial Complaint
Date:09/13/2023
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.
In July of 2022 I purchased an ** washing machine. The washing machine was inoperable on day one. After continuously reaching out to the customer **********************, they sent someone to pick the item up. Once the item was received back, the refund was not issued. We had to go int the store in order to attempt to get it resolved. In 08/2022 in the ***************** Home Depot on Highway 85 a refund was issued back to the debit card. The refund was rejected due to it not being the original method of payment. The Home Depot card was used to make this purchase. I have reached out multiple times and was promised a resolution. The charge was disputed because the refund was no longer there. After three months I was advised that the dispute was denied due to missing information. It was reopened and after 60 days when I called I was advised that it was closed again and told to call customer **********************. I called on 04/12 after faxing over proof from he bank that the payment was rejected and was told that the refund was processed again to wait. Then I spoke with ****** an account supervisor on 4/21/2023 who told me that the refund would take 5 days to go back to the card. On 04/29 when no refund I called back and was told that the refund was denied because it needed to have my pin number and that they would do a direct deposit so I provided my bank account information. On 05/04 when there was still no refund I called back and was told go back to the store. The store said that it was a customer ********************** issue and to call back. This has yet to be resolved and I have been without the washing machine for a year and still making payments. I have been trying to get this resolved and it was supposed to be escalated to the corporate office and no one ever calls or follows up. Now they are saying that they can not assist when I file a complaint because they can't speak to a third party, well I give my permission, I NEED HELP!
Business Response
Date: 09/18/2023
9/18/2023
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 customer case was able to review our customers order regarding
his refund request. Due to our customer making his purchase with a Home ********************************************* card, the refund should have been
issued to that card. The agent was able to submit a manual refund and issued our customer a gift card.
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: 33820038
Initial Complaint
Date:09/13/2023
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 purchased a dishwasher from Home Depot. I was sent a checklist of the steps that I need to take to prepare for the installation of the dishwasher. On 9/13, the day of the installation, I was informed by the installers that they could not install the appliance because we have a water filtration system. This was NEVER stated in the checklist. No one from Home Depot attempted to contact me about this ahead of time. The installers said that I have to contact a third party to install it and left my dishwasher in our garage. This is a huge inconvenience and Home Depot completely dropped the ball. I took off work to have this installed. I want a FULL refund
Business Response
Date: 09/21/2023
September 20, 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. Upon review, our online executive escalation team has informed us that they have refunded the protection plan and has offered a partial refund for the item. Customer has not responded to request of the partial refund, and case is being closed out. Case will be reopened once customer responds to the deal regarding the refund of the unit. Home Depot has also been informed by the installation company, that they do not perform the install if the customer has a water filtration system in place.

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

Please contact me should you have any additional questions or concerns.

Sincerely,

******************
Executive Escalations Representative
Office: ***********************
Reference Number: 33816093
Initial Complaint
Date:09/13/2023
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.
Home Depot Installed 2 crawlspace windows in my house which are literally at ground level in the fall of 2022. On Tuesday, July 18, 2023 ****** <***************> wrote to the windows installer coordinator:First I want to tell you what a terrible job the installer did with the caulking of these two windows last Wednesday. The caulk is literally hanging off of the window bottoms as you should be able to see in the pictures which I have attached. He was also a real jerk when he came here. He carried on about the front of the house not being the same and that the concrete man (***** Concrete) who is extremely reputable, dug concrete away from the front of the house when he removed paving stones. He refused to listen when I told him that they were simply laid on the ground. ************** came here on Friday and and determined that no concrete was removed at all but instead puckers in the concrete were obvious as when it was parged prior to me living here. Your installer also stated that the contractor who had been here to see the mess was a liar when he said that any of it was caused by his lack of caulking. His lack of caulking was both on the inside and outside of the bottom of these windows which are not far from ground level. Inside of the crawlspace on the encapsulate at the back side window there were puddles of water and on the front did wall it was the same. Your installer said that he took pictures to send to you which I assume he did do. Although the crawlspace did certainly have a problem from the back wall I would attribute a great deal of the front wall to his lack of caulking. Common sense says that ground level windows with the extreme amount of storms which we have seen would take in water. Quite obviously the windows which I purchased from Home Depot had problems from the start and this installer certainly did not make the situation any better...
Business Response
Date: 10/09/2023
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 Installation Service Team contacted the customer to address her concerns. ************ had a site visit schedule to asset her issues. Currently, this matter is being reviewed and awaiting next steps. We ask that you allow us more time to address our valued customer complaint and provide us with additional time to resolve too satisfactory.
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: 33817180
Customer Answer
Date: 10/10/2023
What are the options the Home Depot is looking to do?
Business Response
Date: 10/20/2023
October 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 Installation Service Team contacted the customer to address her concerns. ************ had a site visit to asset her issues. The inspection report provided showed that the service team was not liable for her issues. The garden renovation she had done after the windows were installed has been determined to be the cause of her water retention issue. Per the branch installation manager, the customer agreed with their assessment conducted on 09/26/2023 and no further services will be rendered. Shall the customer require further clarity, she has been advised to contact the branch office 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,

Sha-**************
The Home Depot ************** Executive Escalations Team
Case: 33817180
Customer Answer
Date: 10/20/2023

Complaint: 20597553

I am rejecting this response because: The contractor who came to my house first off never said any of this to me. Instead I was told by the gentleman who came with the man whom I was told owned ****************** that that gentleman was going to recaulk both of the windows which he did do. he scraped the lousy caulk off of both windows and applied caulk as it should have been done originally. The small amount of mulch had no bearing on the water leakage into the front of the house as I have said was the opinion of the concrete man who came to my house and had done previous work including laying two sidewalks. The story changed as was originally said by the original installer who said that the concrete was scraped when paving blocks which were only laid in place were removed. As I have said to Home Depot on other occasions the customer ********************** there is not as it used to be and this is another example.

Sincerely,

*********************
Business Response
Date: 10/30/2023
October 30, 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 Installation Service Team contacted the customer to address her concerns. As previously stated, ************ had a site visit to asset her issues. The inspection report provided showed that the service team was not liable for her issues. The garden renovation she had done after the windows were installed has been determined to be the cause of her water retention issue. Per the branch installation manager,the customer agreed with their assessment conducted on 09/26/2023 and no further services will be rendered, and the customers request has been respectfully denied. The customer will be receiving a final denial letter. 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
Case: 33817180
Customer Answer
Date: 10/31/2023

Complaint: 20597553

I am rejecting this response because: the information is a **** lie. As I said in my first complaint to you both of the windows installed by your installer had not been caulked on either the inside or outside of the bottom. This had absolutely nothing to do with my small bed outside. Your story changed because the **** ignorant installer blamed the concrete contractor for digging into the house concrete which as I stated was absolutely a lie and was re-examined by the same person whose business name I had included. There was no concrete etching because the blocks which were removed were simply concrete paver blocks. The contractor who also examined the mess examined both of the windows which had not been caulked because the installer was deficient in his work. The encapsulate and the walls were wet below both of those windows. When the two men came here and the owner of the window company, so I was told, the other man also stated that the installer lacked customer ********************** and probably would be retiring soon. I am tired of your company twisting the facts when the uncaulked windows which were both near ground level were the problem in this instance as was stated by both the contractor and the owner of the concrete business... As I have said the whole **** window situation was a mistake from the very beginning and I have also discouraged others from dealing with your business for any of this type of work. But you should be at least willing to accept responsibility for terrible work or should I say a lack of work by your installer.

Sincerely,

*********************
Initial Complaint
Date:09/13/2023
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.
On 12.22.20022 I bought 2 In-Sink-Erator garbage Disposals from Home Depot @ *********, ** for a total of ****** including tax. @ 94..19 Each.In regards to the one in my unit (237) -On 9.12.2023, I noticed that there was an abnormal accumulation of rust at the bottom of the disposals (about 1/4"). When I removed it, the oxidation returned. Also there were some performance issues with it.The disposals uses galvanized metal instead of stainless steel plates.I called their factory authorized service Sinkflow Repair LLC in **********. I had a very unsatisfactory experience in that they charged me $95.00 which I felt was a bad business experience because the serviceman did some repair work on the disposals which is covered under the factory warranty. I feel that the quality and manufacturing of the disposal itself was poor, because I rarely used the disposal. Furthermore because it is over the 90 day return policy this leaves me with a bad impression with Home Depot, since I discovered the abnormal rust issue after the 90 day return policy I would like to be refunded the service Charge from *********************** Depot since I shouldn't have been charged. to begin with.*** Very Poorly manufactured and Assembled.**The other disposal has some rust but not to the extent of mine.
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 his concerns. ************** has received a refund and a markdown to compensate and cover the repair charges for the defective unit. 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: 33817039

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