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

11,883 total complaints in the last 3 years.
3,462 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:08/31/2023
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.
Home Depot charged us $125 for delivery. The person delivering with ABF Freight required me, I was working in a meeting, to come out and help him with the delivery to my door because it was too heavy and I have no help. If we didnt agree, he said hed take it back and return the item. He gave us no option. I have a video recording of myself helping him push this heavy item to my door. I want a full refund on delivery charges of $125. I paid for a delivery to my door, not to deliver it myself and risk injury where I have no injury liability to participate in. Ive ordered floors from you in past and have never been asked to do this. I am keeping the video recording because if Im unhappy with your resolution I may have to post it somewhere.
Business Response
Date: 09/11/2023

Sept.8, 2023

Attn: Ms. *********************************** Experience Specialist?
**********************?
Serving Metro *******, ****** & 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 while shopping with our company.

The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is an online order, we have forwarded this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.

We received response stating our Online Escalation team stated that they called the Customer confirming that they refunded her delivery fee back to her original form of payment. They also emailed their contact information and encouraged the Customer to contact them if she had any other questions.

With that being said, The Home Depot has addressed our customers complaint.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.?

Sincerely,?
*********************************
The Home Depot - *************
Resolutions Expediter- Executive Escalations
Contact:************************
Where Customer's Come First!
Case# ********
Initial Complaint
Date:08/31/2023
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.
AFTER REPEATED ATTEMPTS TO GET REFUND ON HOME DEPOT PRODUCT I TURN TO YOU. THIS PRODUCT IS JUNK, CANNOT REPLACE BULBS AND STOPPED FUNCTIONING WITHIN 1- YEARS, 2021-2023. I PURCHASED ANOTHER PRODUCT VIA ******* THAT HAS REPLACEABLE BULBS AT 1/3 THE ***** OF HAMPTON ******** DEPOT PRODUCT.(HAMPTON BAY 6 LIGHT, 4 FOOT, CHROME INTEGRATED LED TRACK LIGHTING KIT, *****-***, THE HOME DEPOT)Military Discount *************************** Communication Preferences Plan Your Projects Product Lists Window Treatments View e-receipts from 2022 Sort by Date (New to Old)Date:September 20, 2021 Receipt Number:6863-00062-00629 Receipt Number:6863-00010-02502 Status:Complete ********* Total:$104.19 View Receipt Image We're Sorry! A temporary connection error prevented your request from going through. Please try again WILL NOT LET ME LOCATE "A teacher is like a candle...it consumes itself lighting the way for others."******************************, III, Major,USAF (retired)Whatever you are, be a good one.Be yourself; everyone else is already ************************** From: Social Email <*****************************************>Sent: Sunday, August 27, 2023 1:48 PM To: ******************** <********************>Subject: Re: PISS-POOR LIGHTING (HAMPTON BAY 6 LIGHT, 4 FOOT, CHROME INTEGRATED LED TRACK LIGHTING KIT, *****-***, THE HOME DEPOT) Hi *******,We truly appreciate your effort in seeking a resolution. However, it seems that the information provided might not be sufficient for us to accurately locate the receipt in our system. To proceed with your request, we kindly request the following details to ensure a successful search:Exact Date of Purchase: Type of Card Used: We kindly ask for the specific type of card that was used for the purchase. This would include details such as whether it was a ***** Please refrain from mentioning the bank company, like "Chase," and instead provide the type of card itself.First Six and Last Digits of Your Card:
Business Response
Date: 09/01/2023
September 1, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
************************************************************************************************
RE: ***************************/ BBB Complaint#: 20547107
Dear **************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a
transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your
concerns. The Home Depot Home has contacted the customer and offered a gift-card as resolution.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we
provide. The Home Depot values its customers patronage and looks forward to servicing their future home
improvement needs. Please contact me if you have any questions.
Sincerely,
********************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 09/05/2023

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,

******************************, Iii
Initial Complaint
Date:08/31/2023
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 online a Frigidaire window Air Conditioner. The air conditioner not working properly so I contacted Frigidaire customer ********************** said the air wall unit was still under the manufacturer's warranty. They sent a technician that said the air conditioner was working properly but it was not at all. The technician then said after I told him other companies said the air conditioner needed a new compressor the the technician said it needed cleaning and I told him it was just clean Then the technician said it was hot out at 150 degrees no one air conditioner not working. The technician refused to take the air conditioner's temperature of the air. The technician said you people always trying to get free stuff. The technician left and came back when I was on the phone with customer ********************** making a complaint. The technician asked to come back into my home but I was scared to ask him could someone else come out to check the air conditioner he walked off upset slammed the gate open and drove off. ********** made two more appointments no one showed up. Then the 4th appointment the same technician came and now saying the air conditioner is no good because he sees rusting. The technician said the wall unit air conditioner was not worth fixing and people not using them no more. Then he said Sorry to tell you we cant fix this air conditioner I know its covered but not worth fixing. On Aug 30, 2023, I contacted Frigidaire customer ********************** and they said sorry we will have another technician come but I never received a text or email with the appointment information. On or around Aug 23, 2023, ********** gave me a third-party company to have their technician come to check out the air conditioner that company told me Frigidaire keeps sending U.S. customers for that kind of air conditioner we dont work with Im sorry please call Frigidaire back and they said they will too. Frigidaire running me around and sending me the same technician that was rude and saying different things
Business Response
Date: 09/08/2023
September 8, 2023

Sent Via ************************************************* 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 his purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Executive Team, who advised the customer that he will have to work directly with Frigidaires extended warranty team. They called the customer and advised they looked into the warranty coverage further and determined we have fulfilled our obligations under the Home Depot protection plan.

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 your Online representative should you have any additional questions or concerns.

Sincerely,

*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********
Customer Answer
Date: 09/11/2023

Complaint: 20546934

I am rejecting this response because:

The Home Depot, feel because the store warranty is over they not taking no responsibility at all. I strongly disagree with their decision not to help me at all. Home Depot where I purchased the A/C well unit not from a corner store. I only bought from Home Depot so if anything happens with my purchase they will help even with manufacture warranty. If Home Depot policy is if the store warranty expires they done with the consumer. Manufactory that sales their products at Home Depot refused to honor the contract agreement and that company technician came to my home twice saying totally different things and was very disrespectful and I have evidence to support all of my allegations against that technician who broke my gate. Home Depot said at the end of the day they have nothing to do with that company behavior and refused to honor the contract agreement manufactory warranty. Home Depot knows I made many complaints about that warranty company. The Home Depot should tell all their customers after your store warranty expires you on their own dealing with the manufacturer warranty issues. Home Depot should not do business with manufacturers that behave unprofessional and dont honor their manufacturer warranties.
Sincerely,

***********************
Business Response
Date: 10/09/2023
October 9, 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 his purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. As previously stated, The Home Depot partnered with our Online Executive Team, who advised the customer that he will have to work directly with *********** extended warranty team. They called the customer and advised they looked into the warranty coverage further and determined we have fulfilled our obligations under the Home Depot protection plan. Per our last phone call conversation with the customer on 09/07/2023, the customer advised he understood the issue was not with The Home Depot. The customer advised he was looking for a response from all possible parties involved in the original purchase. The purchase was made years ago and no longer within warranty either with The Home Depot or with the manufacturer. We advised the customer since the property damage was done by a technician set up through the manufacturer, we are unable to file a property damage claim on our end.

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 your Online representative should you have any additional questions or concerns.

Sincerely,

*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: ********
Initial Complaint
Date:08/30/2023
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 ordered a refrigerator for delivery and installation from Home Depot. The refrigerator did not fit therefore could not be installed. When I asked if the appliance could be returned then in that moment because it did not fit, the delivery person did not make clear that I could refuse the appliance. They said home depot would come pick up any time for return. Home Depot is still selling the same fridge. The appliance has never been used. I understand now, in hindsight, that when I signed for the fridge it was now supposedly nonrefundable, however this is not what was communicated to me at the time of delivery, earlier in the morning than the scheduled delivery window that I had chosen. When I call Home Depot they say things like I should have complained sooner, eventhough it should not matter that I have been out of town. They also don't seem to have my customer ********************** "text option" communications where I tried to resolve this a few times.
Business Response
Date: 09/07/2023
September 7, 2023

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

RE: ***********************/Complaint file # ********

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

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

The Home Depot has scheduled to pick up the refrigerator on 9/12/23 for return. Once the refrigerator is returned, we will issue refund for the product. At this point, The Home Depot does not consider this matter to be 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 should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: ********
Initial Complaint
Date:08/30/2023
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 came and installed a washing machine, though didnt take the drain hose off of the back of the unit. It flooded the house. Now they refuse to pay the damages caused. Stating that I have to prove significant water damages and moisture readings though damage was caused on June 17th.
Business Response
Date: 09/28/2023
September 28, 2023

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

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depots Online Escalation team has partnered with ******** regarding the customers property damage. At this time, we have received the requested documents, photos and forwarded them over to ********. ******** will contact the customer today to confirm mitigation.

If the customer needs further assistance or have any questions, please contact ***** at *************************.

This matter is still in progress and being monitored until we reach a final resolution. Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its 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: 33696320

Customer Answer
Date: 09/28/2023
Since we are still working together toward a resolution, would like to keep this open. That is until all estimates come in and everything is agreed upon.
Business Response
Date: 10/26/2023
October 26, 2023

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

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

Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depots Online Escalation team has partnered with ******** regarding the customers property damage. The Online Escalations team called and emailed the customer on October 23rd, 24th, and 25th. At this time, the customer hasnt responded via email or phone ; however, Home Depot stands ready to assist upon receipt of any return communication.
If the customer needs further assistance or have any questions, please contact Cambria at *************************.

With that said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: ********
Customer Answer
Date: 10/28/2023

Complaint: 20545604

I am rejecting this response because: I had issues with my email and just now received all three emails. I have responded. As far as a phone call, it rang once, then hung up and at no point was a voicemail ever left or I would have known what was going on and been happy to reach out. I am still working with my Contractor who is backlogged due to all of the new construction around. The last time I spoke with him was 10/25/2023.

Sincerely,

*****************************
Business Response
Date: 11/06/2023
November 6, 2023

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

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

Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depots Online Escalation team has partnered with ******** regarding the customers property damage. At this time, ******** has requested an estimate from ********* contractor and awaiting the document.

If the customer needs further assistance or have any questions, please contact Cambria at *************************.

With that said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: ********
Customer Answer
Date: 11/08/2023

Complaint: 20545604

I am rejecting this response because: I acknowledge what Home was done. However, I am still trying to get the updated estimate from the contractor and dont want to close this until ******** can either accept or deny the new estimate.

Sincerely,

*****************************
Business Response
Date: 11/15/2023
November 15,2023

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

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

Dear **************,
We acknowledge the receipt of the Better Business Bureau Complaint # ********.

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their recent home improvement with our company. Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depots Online Escalation team has partnered with ******** regarding the customers property damage. **************** will partner solely with ******** to work towards a resolution.

If the customer needs further assistance or have any questions, please contact Cambria at *************************.

With that said, we have addressed the customers concerns and consider this matter resolved . Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Reference: 33696320

Customer Answer
Date: 11/16/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, though I dont find the outcome satisfactory I know there is nothing else that can be done in this matter.

Sincerely,

*****************************
Initial Complaint
Date:08/30/2023
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.
To Whom It May ********* originally submitted a complaint involving Home Depot on/about 7/20/2023. Some of the matters have been resolved; however, I needed to purchase the vanity for a new vanity, and the store manager indicated someone would come to my home and pick up the damaged vanity and issue a refund. I further followed ** in emails on 8/15 and 8/29, with no response from the store. I followed up with the original corporate contact, *******, with no response. I'm not sure where the customer ********************** is related to this matter, but it doesn't exist for a client that has topped $56,000.00 in spending with Home Depot in 2023.I need the senior leader to contact me for the refund and to obtain this damaged vanity (delivered to my home), ASAP.
Business Response
Date: 09/08/2023
September 8, 2023

Attn: *************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 store picked up the damaged vanity and processed the refund.

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,

*******************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********
Initial Complaint
Date:08/30/2023
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.
Purchased 22 palruf Roofing panel's on 2/24/21 for $410.96 from Home Depot to roof my ohana. Immediately it seemed there was a problem with the panel's. After installing panel's they all started distorting. Panel's were installed to manufacturers specifications. Panel's continued distorting till roof started leaking. I am on a limited budget so I was not able to pay to remove until 8/24/2023. I then tried to return for store credit so I could replace Palruf with tin Roofing. I explained to the return counter what had happened with the panel's being defective. They refused to acknowledge the defective product and refused to give me store credit. I also didn't have my receipt with me. I asked to speak to a manager they refused and immediately said are you refusing to leave. I said no, I would just like to talk to a manager. Then they immediately called security as I was telling them I was leaving. Security immediately called police and said I was refusing to leave as I was walking out of the store. I loaded the Roofing in my car and left without further incident. I came home found receipt. I have receipt now and I am afraid of the same treatment if I go back with receipt. I have the incident recorded on my phone and have pictures documenting everything thing I have said and done. I have never been so mistreated by an establishment. I have been doing business for over 30 years with Home Depot and never had a problem like this. I have since purchased all new Roofing out of pocket to replace defective materials. I have gone online and the reviews are all the same on this Roofing,it is defective. These reviews were on Home Depot web site so they are well aware of the issue. I would like To be refunded for the defective product I was sold.
Business Response
Date: 09/11/2023
9/11/2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
***************************************************************************************** 30303

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

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced while shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Store Manger was able to confirm that the customer was contacted and a receipt for the merchandise was provided. The store team will assist the customer with a refund of the order when customer returns to the store.

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: ********
Initial Complaint
Date:08/30/2023
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.
An estimator came out on July 26, 2023 for the following: A new shower install with all fixtures, new toilet/new floors in restroom where new shower was installed, and also kitchen floor install. It was told prior to from a Home Depot rep at store that this work could be completed in a couple of days completely. The contractor came out on August 25,2023 in which it was originally scheduled for August 23 in which they called and rescheduled. With that said, when the contractor came out, the issue of concern was he was only the plumber and could only install the shower and the toilet. He could not install the toilet because the floor needed to be replaced. He explained it was no need for him to change the toilet because it was not going to work. Our concern was when the estimator measured the floors in the kitchen and the restroom and was supposed to be included in the order ID # H0389-107768 in which it was not. The floors in the kitchen and the bathroom was not changed which was a commitment on the estimator/Home Depot's part. It seems as though the receipt does not include any sales tax. The receipt should have been itemized showing what was all included with the purchase intended.
Business Response
Date: 10/02/2023
September 29, 2023

Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: ***********************/ BBB Case #: 20544693

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

We acknowledge the receipt of the BBB Case #: 20544693 .

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. The Home Depot partnered with the Field Team, who advised the job is complete except for the bathroom flooring and reinstallation of the toilet. The customer is to replace any weak spots in the sub floor before the bathroom flooring can be installed and the toilet reinstalled. Max **** does not perform subfloor repair, that is not in their scope of work.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33695716

Customer Answer
Date: 10/06/2023

Complaint: 20544693

We are rejecting this response because there is a concern of understanding of what was being approved and signed for by ***************************. Based upon the estimator's actions and conversations he understood something very different. Had he known this would have been the case, he would have never signed off for a job to be partially done. As I have stated, the work has to be done. I myself representing ***************************, do not believe the estimator was not being very clear in what was being done as he should have stated that they do not do floors/sub floors. When he examined the restroom he should have noticed that the flooring around the toilet is discolored which gives a clear indication that the sub flooring had moisture build ** in which is showing on the current floor. He should not have sold him the toilet but instead recommended getting the subflooring fixed first in which he did not. All we are asking is for The Home Depot to be fair in this situation.

Sincerely,

**************************
Business Response
Date: 10/12/2023
October 11, 2023

Sent Via ************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

RE: ***********************/ BBB Case #: 20544693
Dear **************:

We acknowledge the receipt of the BBB Case #: 20544693 .

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. As previously stated, The Home Depot partnered with the Field Team, who advised the job is complete except for the bathroom flooring and reinstallation of the toilet. The customer is to replace any weak spots in the sub floor before the bathroom flooring can be installed and the toilet reinstalled. Max **** does not perform subfloor repair as that is not in their scope of work. This company does not do sub floor repair and will not do what the customer is asking. They have ********************** everything on the contract except the toilet because the customer asked for it not to be **********************. We are going to refund the customer in full for the toilet as the customer did not have floors on the signed contract.

With that being said, The Home Depot considers this matter closed.

Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*****************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33695716
Initial Complaint
Date:08/30/2023
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.
Dishwasher with protection plan ordered 4/19/2020 Total price for dishwasher, parts, installation and protection plan $904.48 After filing a claim and making multiple calls, one visit by a service tech (Tech Appliance) happened and two others were scheduled and did not happen. No repairs were attempted or made during the one visit,Multiple attempts at resolution were unsuccessful so the Home Depot did not honor the protection plan. We are requesting reimbursement for another dishwasher ($793.76) already purchased from Lowes, as well as a refund of the protection plan ($135.00) plus interest.
Business Response
Date: 09/06/2023
September 5, 2023

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

RE: ***************** /BBB Compliant # ********

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

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

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced with their purchase with our company.
Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Online Executive team reviewed the case and partnered with our business partner *******. We received an email from ************* on August 31st , she acknowledged that she received a call from Asurion and understands that a check will be processed and mailed on September 5,2023. On September 1st we offered our valued customer compensation, and she accepted the offer.

If further assistance is needed, please contact ***** at *************************.

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
Phone: ***********************
Reference: 33696237

Customer Answer
Date: 09/07/2023

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 am beyond impressed at the time and attention the Home Depot team has given the matter, and am so grateful that it has been resolved. Thank you the Home Depot team, and to the BBB for the support.

Sincerely and with thanks,

*****************
Initial Complaint
Date:08/30/2023
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 sent this convicted felon, to my elderly grandmother's home, telling her he could save her money if she called HIM directly by cutting out business " home depot"and gave her his name ********************* and his phone number, she told me about the strange interaction with the Contractor who came to look At our exterior door which was scheduled through home depot,that needed replacing. with finding this very un professional, I decided to further look into this man, that was in my grandmother's home, upon pulling his record, and background information, i found out that a request for a warrant for assult, is on his record, has felony drug charges, been in prison. And active no trespassing liens against him! Also previous personal protection orders that were with in last few years! This is Absolutely not acceptable to have this man going to homes . This is the type of contractors that you send to homes! This is despicable. I hope home depot pro services will not risk any further customers safety , and due diligence to ensure this man is not who is being sent to homes to enter and have contact with. For God sakes he has assaulted people, no trespassing orders, please do better at the quality of help you choose to represent you business home depot.. also he came there with anther man who was pacing around the front yard, it was concerning enough that a neighbor came out to keep an eye on it, as the appearance and demeanor of both seemed very suspicious . The second man kept getting in and out of the truck , chain smoking cigarettes in her yard leaving cigarette buttes. Blaring Loud rap music from the very loud truck running. Was the most un professional, and pure disrespect for property . Slammed doors. I have reported previously to local home depot and was told oh yeah I know him by a young lady. And was taken lightly , maybe his ****** So I'm coming here. This should not ever happen to any one else.
Business Response
Date: 09/11/2023
September 11, 2023

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

RE: *********************/BBB Case # 20544025

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

We acknowledge the receipt of your BBB notice dated August 31, 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 has made several attempts to contact the customer 8/31, 9/5, and 9/7, to discuss the concerns but unfortunately, we have been unsuccessful with contact.

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: ************
**: ********

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