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

11,777 total complaints in the last 3 years.
3,509 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:08/01/2023
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.
July 13, 2023, I purchased a washer/dryer combo on sale from the home depot at 9:00 pm. The sales clerk stated the item must be taken home at the time of purchase, delivery was not an option, and the store was closing in 1 hour. So, the only option left was for me to rent the store box truck to transport the item to my home 10 mins away. I rented the truck for 4 hours at 9:08 pm that night and paid a $150 deposit, I told the employee I would bring the truck right back because I did not need it for 4 hours. The truck was returned just after 10 pm that same night. There were 2 other box trucks parked outside of the building in front of the rental tools and pulled the rented truck up to the building outside of the tool rental and parked it directly behind the other 2 rental trucks. the key was then placed in the back of the truck. As stated there were a total of 3 trucks parked in front of the tools rental doors, so employees saw the returned truck immediately that morning. After 3 days, I received a call from the equipment recovery team asking for when the truck would be returned. I explained at that time, the truck was returned that same night. the person said ok and that they would make a note. Then, the next day I received a call from the store asking when the equipment would be returned. I explained again that the truck was returned that same night. they proceed to tell me then the equipment had been signed out to me for 5 days and that I am responsible for paying an additional $713 for the rental because I did not physically come into the building to return the truck. I am upset because I feel the store practically forced me into purchasing the truck in the first place and then used unfair tactics to extort money from me. There was no reason for staff to walk past the truck for 4 days and not inquire into why it was sitting there. I have looked at the contract I could not find where it states I must come into the store for return.
Business Response
Date: 08/15/2023
August 15, 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 local store team has assisted in providing a resolution to the customer overcharge. **************** has been provided a refund back to the original form of payment in which she will see in 3-5 business days. The customer was also apologized to for the misunderstanding and reminded of the contractual agreement terms and conditions for future rentals.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: 33418533
Customer Answer
Date: 08/15/2023

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. Thank you for understanding my concerns.

Sincerely,

*****************************
Initial Complaint
Date:08/01/2023
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.
False advertising. Listed the legend 20" rear tine rototiller for $179. Tried to buy on line and was told they were out of stock. And would put my name and email on the list for when they become available again. That was this past weekend. They now have 7 in stock and won't honor the price that was advertised. They are now asking $749. Asked to speak with the store manager and was refused.
Business Response
Date: 08/04/2023
August 4, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** &Northeast *******
**************************************************************************************************

RE: ******************************* / BBB Complaint#: 20406572

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

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

Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Online Executive Escalations team reviewed the order outlined in the customers complaint. While speaking with the customer on 8/2/2023, Home ********************** offered the price difference on a gift card and assisted the customer with placing a new order.

Should the customer require additional assistance with this matter, please recommend they contact the online agent managing their case, *******, at *************************.

With that said, we have addressed the customers concern 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: ********************
Fax: ************
Reference # ********
Initial Complaint
Date:08/01/2023
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.
We purchased two vanities online. One arrived broken, we refused the delivery. The second order was canceled. Home Depot refuses to issue refund for both items.
Business Response
Date: 08/10/2023
August 10, 2023

Sent Via Email
Attn: ***************************
Customer 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 regarding their purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The customer's return was denied by The ***************, so we contacted the Returns Team to further review the order since it was refused at the time of delivery. The Returns Team refunded the item, and the funds should be returned within 3-5 business days.

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

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33413454

Customer Answer
Date: 08/14/2023
Refund for one of the items was issued (800$) but not the second one (1000$). Also, just to clarify, Home Depot never contacted us. Thats a lie. The 800$ was issued due to my complaint through BBB
Business Response
Date: 09/14/2023
September 14, 2023

Sent Via ************************************************* 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 regarding their purchase with our company.

The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The customer's return was denied by The ***************, so we contacted the Returns Team to further review the order since it was refused at the time of delivery. The Returns Team refunded the item, and the funds should be returned within 3-5 business days.

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

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33413454
Customer Answer
Date: 09/14/2023

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,

***************
Customer Answer
Date: 10/17/2023

Complaint: 20405410

I am rejecting this response because:

Dear BBB,

I still have not received the refund. It has been more than 1 month. Please reopen the complaint. Thank you

Alice
Business Response
Date: 10/24/2023
October 24, 2023

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

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with our Online Escalations Team, who contacted the customer regarding their complaint. As previously stated, The Returns Team refunded the item, and the funds were returned within 3-5 business days. We verified through our Receipt Lookup Tool that the item was refunded and we emailed a copy of the refund receipt to the customer.

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

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33413454

Customer Answer
Date: 10/25/2023

Complaint: 20405410

I am rejecting this response because:
This is simply not true. The refund was no issued. I checked again today. This is a lie. No receipt and no credit was received.

Sincerely,

***************
Business Response
Date: 10/27/2023
October 27, 2023

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

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with our Online Escalations Team, who contacted the customer regarding their complaint. The Returns Team refunded the item, and the funds were returned within 3-5 business days. We verified through our Receipt Lookup Tool that the item was refunded and we emailed a copy of the refund receipt to the customer. Attached is the requested return receipt for the customer's order # **********, which shows that the refund was processed on 8/4/2023.

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #:33413454

Customer Answer
Date: 10/30/2023

Complaint: 20405410

I am rejecting this response because:
refund for a second order, order #WG38242454 has not been received yet. Please double check order number.

Sincerely,

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

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

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We partnered with our Online Escalations Team, who contacted the customer regarding their complaint. After researching the second order, it was determined that the item was never received. We refunded the item on 11/4, and the funds will be returned within 3-5 business days.

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

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 33413454
Initial Complaint
Date:08/01/2023
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.
I ordered a cotton candy machine offline.The machine was supposed to be delivered Friday the 21st but was marked delivered on the 23rd . In which I never received when I called in, and I was presented with a picture. When I told them despite the picture saying that the package was delivered there was no reason a $200 machine should be left outside in the open and not received by a person with a signature. I was told there was nothing they could do and figure that out with my bank not them .
Business Response
Date: 08/03/2023
August 3, 2023

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

RE: Leacrdela *******/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 our company.

The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations team has contacted the customer and apologized for their inconvenience. As a token of good customer **********************, the customer has been refunded as a one-time courtesy. 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: ************
SF Case #********

Customer Answer
Date: 08/03/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

Sincerely,

************************
Initial Complaint
Date:08/01/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made this purchase on July 25, 2023, and the order number is WJ37455080. The order arrived on July 31, and two of the packages arrived with black marks on both of the pucks inside. Due to the nature of the item, I didn't feel comfortable using them. As not wanting to keep them around for long because I was not sure what the ************* may be, I called Home Depot for a refund upon return. The reason I order online is to avoid going into the store, but the only options I was given was to take them back to the store or have *** come pick them up. The latter option would have been fine, if they had given me a reasonable time frame. I had already carved out time twice for the package (once for initial promised arrival and then for rescheduling due to the carrier). However, this time, they wanted me to wait between the hours of 8AM - 6PM either today or tomorrow. When I told the already **** customer ********************** agent that I couldn't wait again, this time for nearly 12 hours potentially spanning over two days, I was met with a "well those are your options". I would have been satisfied with a two-hour window, but now I have to just eat the cost and throw these questionable products away. The order was only $26.37 (including the damaged ones and not damaged ones), so I'm disappointed that such an ordeal has been made for such a trivial amount.
Business Response
Date: 08/02/2023
August 2, 2023

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

RE: ***********************/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 our company.

The Home Depot has carefully reviewed all information pertaining to the matter. The Home Depot Online Executive Escalations team has contacted the customer and apologized for their inconvenience. As a one-time courtesy our online team has processed the return. The customer was satisfied with the resolution.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: ************
SF Case #********
Customer Answer
Date: 08/02/2023

Better Business Bureau:

The companys phrasing around the situation has been odd, but the company did provide the refund, with no further time wasted on my part, so I consider this matter resolved.

Sincerely,

***********************
Initial Complaint
Date:08/01/2023
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 car battery Exide Sx-H5/L2/47 from home depot. At the time I purchased this I was told it has a 5 year warranty and I would only need my phone number to pull up my receipt. My battery has quit working and I can not drive my car. I removed my battery had it tested at Auto Zone. The battery will not hold a charge. I brought it into home depot. My number doesnt pull up my purchase as previously stated. Home depot told me I had to go online contact THE MAKER IF THE BATTERY AND BRING THIS TO THEIR ATTENTION. THEY WILL NOT ASSIST ME IN ANY WAY. IF THIS WAS THE TREATMENT I WAS TOLD WOULD HAD HAPPENED I WOULD NEVER PURCHASED THIS BATTERY. NOW MY CAR WONT BE ABLE TO RUN UNLESS I BUY A NEW BATTERY!! Im sick and tired of big business lying to the consumer and not standing behind THEIR PRODUCTS. I PURCHASED THIS BATTER LESS THAN 2 YEARS SND I PAID HOME DEPOT NOT SOME COMPANY ONLINE THAT MANUFACTURES THIS BATTERY. IM APPALLED OF THE LIES SND TREATMENT THEY HAVE GIVEN ME.
Business Response
Date: 08/08/2023
August 8,2023

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

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

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

We acknowledge the receipt of a rebuttal for the Better Business Bureau Consumer Complaint # ********.

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

The Home Depot has carefully reviewed and investigated the matter and contacted our customer. We emailed our customer an electronic Home ********************** gift card to replace the product and is satisfied with the resolution.

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: 33408948
Initial Complaint
Date:07/31/2023
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.
I ordered materials from Homedepot.com (Order # WJ36467208) which were delivered wet and unusable on July 20th. The driver said he couldn't take most of it back since it was opened while he was here (after noticing that it was wet). I immediately called the Home Depot customer ********************** line and they connected me with someone name ****** at their ********* facility here in **. ****** originally told me that they would refund me for all the merchandise that was damaged and $129 delivery and I could dispose of it, then called me a few hours later and said someone else would be calling me to do a pickup and if Saturday would work. I explained that this was on a commercial driveway on a major highway and I needed it picked up that day, but would wait as long as it was picked up by Saturday. It was never picked up, I called repeatedly and get excuses almost every day. It's now 2 weeks later and nobody returns my calls and nobody has picked this up. We have had nothing but rain and I've already had one neighbor complain about the piles of bad wood and insulation sitting in my yard. I will now be taking it to the dump as I've waited more than enough time and do not have an endless amount of time to hold wet insulation and bad wood paneling. I have included links to video showing the products during delivery. The following items were damaged or incorrect: There was 4 pieces of wet, damaged, or otherwise unusable wood panels. SKU ********** There were an additional 6 pieces of a completely different color from what I ordered. SKU ********** Multiple damaged drywall, but I used and patched.All insulation was wet and unusable. I had to purchase locally.Video and images of damaged items: ******************************************* Ring Camera at time of delivery: *********************************************************** Ring Camera at time of delivery (different angle) ***********************************************************
Business Response
Date: 08/02/2023
August 2, 2023

Sent Via Email

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

Re: *************************/ BBB Case ID #********

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

We acknowledge the receipt of the BBB Case ID #********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding his weathered plank panel.

Home Depot has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist *********************** partnered with Store Associate ****** to process customers refund and return for the 10 panels.The shipping fee of $79 was also refunded to customer. Customer was contacted via phone and was provided an update via email per his request. Please allow 3-5 business days to receive the refund back to his original payment.

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

Please know that The Home Depots goal is 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.

Sincerely,

****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: *************************
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Customer Answer
Date: 08/09/2023

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:07/31/2023
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.
Purchased a handheld shower and showerheadmade by glacier bay. The shower head failed and started spraying water from below the connector.I had saved the original box. The box states limited lifetime warranty with a manufacture date of 01/19.I called ********** who informed me that i had to deal directly with glacier bay.After numerous phone calls and text messages i still have no shower and the company referred me back to **********.I do not want to be reimbursed for the unit i just want it replaced under the lifetime warranty.
Business Response
Date: 09/11/2023
September 11, 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. After reaching out to the customer,the customer accepted an electronic gift card for $150 to repurchase her showerhead.

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: ********"
Customer Answer
Date: 09/14/2023

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:07/31/2023
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.
Desired Settlement: A refund for the charges incurred to my house in repair of Home Depot's installation. Home Depot/Sedgwick Claim # *********** Order #: ********** Installer #:50029326 PO# ******** Job #: ******* I ordered a door from Home Depot 11/18/2016. Home Depot sent ******* ****************** **** from ***********, ******** soon thereafter. The door I had purchased came with the following stated warranty: "Craftsmanship: Lifetime Craftsmanship Warranty ensures the installation as done right for as long as you own your home." Upon seeing pests in the home, I was informed there will likely be moisture keeping them near by. We discovered the door was leaking into the home. Repair of the problem required these repairs:. Demo of hardwood flooring . Demo of tile . Demo drywall . Pull back siding . Remove door . Repair sole plate (wall base) . Purchase drywall . Purchase spackle . Purchase paint . Dry wall install . Spackle . Paint . Purchase flashing . Purchase flooring and underlay . Remove sub floor . Purchase sub floor sheet . Install sub floor . Install flashing/j-channel . Install door . Siding back into place . Install new flooring . purchase shoe mould . Shoe mould . Remove basement drywall at 2 windows . Replace drywall . Spackle and Paint Immediately upon discerning the problem, I contacted the number Home Depot provided (I called both the day I found it: March 3, 2022, and after no reply, again March 23, 2022). I can share more details but to be brief: After 13 attempts of reaching the various places they've sent me, I was finally given proper claim number. Then **************** Clear informed me since I repaired the issue the warranty is voided. After 16 months of reaching them to finally get a claim number, it is unreasonable to expect me to live with a leaking door and not repair it.I am seeking refund for all damages caused, and repairs made due to their erroneous installation.
Business Response
Date: 08/28/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

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

We acknowledge the receipt of the BBB Case # ********

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

The Home Depot has reviewed this case and apologized to Mr. *********;regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.

The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and discussed the next steps in his claim process with the Sedgwick team, to address the customer's concerns. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

************ Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.

Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************
Customer Answer
Date: 08/30/2023
The response I received is requesting an action from me to either accept or deny the "action" on behalf of The Home Depot. The "action" provided is simply that they contacted ********, and have talked with me. There is still no resolution and I'm not sure it would be wise for me to claim I accept their action, thus closing the case. I understand the issue now lies within the response of ******** but as the customer it seems the case should remain open until a satisfactory resolution is reached from The Home Depot and Sedgwick. How do you advise I respond so the 7 day limit for my response does not expire?
Thank you!
********************;
Business Response
Date: 09/28/2023
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*****************************************************************************************************

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

We acknowledge the receipt of the BBB Case # ********

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

The Home Depot has reviewed this case and apologized to ************ regarding his experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for his experience and offer of further assistance.

The Executive Escalations Team in partnership with the Home Depot Interior Team have reviewed the customer's complaint and advised that they have issued a check for the workmanship portion of the customer's claim. The field confirmed that they have received the Settlement and Release Agreement and Customer Satisfaction document that the customer signed and returned for processing. They additionally provided their contact information via email where the customer may reach out in the meantime, with any questions or concerns.

************ Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed fully resolved. With that being said, The Home Depot has addressed our customer's complaint.

Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************
Schedule: Monday Friday 11:00AM-8:00PM EST
In my absence, please contact ********************* via email at ************************************
Customer Answer
Date: 09/28/2023

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 awaiting the entirety of the issue to be settled as it has been sent to Sedgewick, but The Home Depot has done its part to satisfy the claim in settling of the financial burden of repairs.

Sincerely,

*******************
Initial Complaint
Date:07/31/2023
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.
Homedepot citi bank credit card service fraudulently told me thst my lump sum payment and payments for promotion no interest would cover the balance of the oldest promotion and then charged me $1600 in interest. I was instructed to let account go pass due on 25th July by customer ********************** after calling on July 7th 2023 on recorded call. I didn't receive call from back until July 31st 2023. Which I was told that there was a late fee, interest and the system was forcing $200+ payment, now owning $400+. The representative said only customer ********************** could fix the payments amounts which are all system generated. When she transferred me to customer ********************** blindly, the representative didn't understand any English or explanation of the matter and had me sitting on hold for nearly hour and after request to speak to supervisor, the same occured with her supervisor, didn't comprehend the situation at all. I requested to speak to English speaking representative and was put on hold for hours. No resolution. Total discrimination as a ************ Disabled Veteran, they refused me proper serious and resolution in timely manner after I followed their instructions completely, never been late on payment and continue to allow them to keep their agreement.
Business Response
Date: 08/08/2023
August 8, 2023

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

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

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

We acknowledge the receipt of 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. After the review and investigation by ********, ************************* will receive a response directly from them.

Please know it is The Home Depots goal to satisfy all of 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 Number: 33407486

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