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
- 11,770 total complaints in the last 3 years.
- 3,498 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:07/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Dear BBB,I am writing to file a formal complaint against Home Depot Corporation for an incident involving an appliance order placed on July 10th 2023. During a Home depot July 4th appliance sales event, I ordered 18 appliances for my Construction Project (#H1214-256177, #H1214-256179, and #H1214-256181) with total of $6123.00. it was explicitly advertised that the appliances were available at a discounted price, and I looked forward to receiving them at the agreed-upon price on the scheduled delivery date. Despite advertised discounts, Home Depot canceled my order a few days before the promised delivery date without any communication or notice. This has caused inconvenience, extra costs, because all the appliances companys sales event has been ended. I kindly request your intervention to ensure the honored price and prompt reinstatement of my order for delivery on the agreed-upon date.Thank you for your attention to this matter.Sincerely,*******
Business Response
Date: 08/25/2023
July 31, 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 multiple appliances purchase with our company.
Home H323839*****530373836H has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist ******************************* contacted customer on 7/31/23 via phone conference with customer and the store Co-Manager. Store Co-Manager advised customer they would apply the same promotion as the 4th of July for a new order during Home H323839*****530373836Hs Labor Day promotion sale in a few weeks. Customer accepted the offer.
With that being said, The Home Depot consider this matter closed.
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.
Sincerely,
****************************
The Home Depot | Store Support Center-Customers FIRST!
Executive Escalations
Phone: ************** Ext. 85614
Fax: ************
Schedule: M-F 8:00 am to 5:00 pm EST
Please contact *********************** at ext. ***** in my absence.
Initial Complaint
Date:07/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a washing machine on 6-21-23 and scheduled delivery for 7-1-23. On 7-1 I received a phone call my washing machine didnt make it on the delivery truck. I rescheduled delivery for Friday 7-7 (I was off that day- normally can only accept deliveries on Saturday). To make a long story short. Home Depot did not show up on 7-7. I had to reach out and the delivery has since been scheduled ****, **** and ****. Home Depot did not show to deliver on any of these days despite, confirming the delivery was going to happen on these dates. On 6-29-23 after they didnt deliver for the 5th time and I spent my personal time waiting for several deliveries that didnt happen- I called and cancelled the order. I asked it to be credited to my credit card (which I already paid) immediately. This would secure my funds to purchase a washer from another vendor. I was told they would credit the hoses and the charge to all haul off my old washer- but they would not refund the washer until it was restocked with Home Depot. I questioned- how this is my problem and how they were holding my refund for an appliance I never received to no fault of my own and in every way their fault? I was basically ignored and received an email stating the hoses and haul away were cancelled but the washer was not. This is completely unacceptable and shocking to me. I always understood Home Depot to be a highly reputable company- until this experience.Business Response
Date: 08/24/2023
August 8, 2023
Sent Via Email
Attn: ***************************
Customer Experience Specialist
Better Business Bureau
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 her washing machine purchase.
Home H323839*****530373836H has carefully reviewed this matter and offers the following response. Online Executive Escalations Specialist ********************* contacted customer on 8/2/23 who confirmed she never accepted receipt of the unit and stated she just wants a refund. ***** confirmed on 8/3/23 customers refund has been processed.
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
Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered a weed eater for my husband on July 28, 2023. I opened up a Home Depot credit card at the same time. They did not have what I wanted in the store so I placed my order online that evening. Order number: Order Number: WG39033281 Order Date: July 28, 2023 My home depot credit card was incorrectly charged on 7/28 on above order. I was charged $112.34. my credit card should have been charged $59.34. I tried to resolve this with home depot credit card agent and they said they had never seen a $50 off $300 coupon/promo code. I asked several times. Then they said I should get a "new customer $100 billing **********************" applied to my account. Please read the attached chat records between me and a rep for Home Depot. The total was$412.34 with tax. I used a coupon code, I could use in-store or online to save $50 off $300. I applied that and total came to $362.34. I then applied one gift card ($300) as shown on attachment to this complaint. Gift card ending ****. My Home Depot credit card ending in **** was supposed to be charged $59.34. This evening when I checked my account I was in fact charged $112.34.I should only have been charged what the system showed me and I accepted when placing my order. Not $53.00 MORE dollars above that. Again my Home Depot credit card should have been charged $59.34. But I was incorrectly charged $112.34. I tried to resolve this with customer ********************** and they were not clearly able to tell me what or how to fix this. Just kept saying I would get "billing credit" maybe in one to two months.Business Response
Date: 08/14/2023
August 14, 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 their online order and incorrect charge.
A refund for $50 was processed to the original form of payment per request for issue with the promo code. Customer was contacted and voicemail was left to inform of the refund.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team Phone:
*************************
** Case # ********Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a dishwasher from Home Depot with installation and *********. Upon delivery of the dishwasher, the plumber stated that he was not a certified plumber and could not install the dishwasher even though I paid for it. Home Depot never advised that they do not hire non certified plumbers or that there could possibly be an issue with installing the dishwasher. Home Depot cannot create a contract and offer a service that it cannot provide. In addition to this issue, I was advised to hire my own certified plumber to install the dishwasher. In my Home Depot contract, I only have 48 hours to inspect and make sure the dishwasher works, if I hire my own certified plumber, the scheduling would exceed the 48 hour window, thus, breaching the contract.Business Response
Date: 08/03/2023
August 3, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*****************************/BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We refunded our customer for their install and haul away
With that 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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:07/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On July 16, 2023, I purchased a GE Gas stove [Order # H****-358377] and the delivery date was scheduled for 7/29/2023, on Saturday from the Home Depot located at ********************************************************************* [Store #****]. I purchased it in person with a check, so it is fully paid for including the installation and haul away of the old one. On 7/28/2029 I received a telephone call on my cell, informing me that the delivery date will have to be rescheduled due to no service in my area. The total cost was $1252.02 for the price of the gas stove, installation fees, haul away fees and the installation kit.Why would a company allow me to schedule my delivery date during the purchase and then call the day before delivery to discuss a new delivery date. The representative stated that the earliest that it can be delivered would be 8/5/2023 a week later. It is stressful when I have already waited two weeks. Is there any way that my order can be delivered sooner and installed as requested and purchased?I dont want a refund. I want my gas stove delivered and installed as requested. It shouldnt depend on which zip code I reside in, it should be based on the consumer's needs.Business Response
Date: 08/07/2023
August 7, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
**************************/BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their appliances.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We were able to verify that the appliance was delivered with the proof of delivery. The pictures show that the range is functioning correctly with no issues.
With that 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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/07/2023
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. The gas range was delivered on 8/5/2023, but I was not given a window. They just showed up on Saturday, at about 7:00am to haul-away the old appliance, deliver and install the new one. I had to ask for the manual since that was not given to me. It took three weeks from order date to deliver the appliance.
Sincerely,
****************************Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Service contract breech. I ordered one thing dual hung window got picture window installed instead. They refuse to fix issue then refused my call. They would hang up and say someone will call you. Nobody called me. I sent email with no response.Business Response
Date: 08/28/2023
August 28, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
*************************/BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their window order.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have reordered a new window and awaiting ETA.
With that said, The Home Depot considers this matter still open
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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:07/29/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Attached:All the details Home Depot Customer order Home ********************** punch list created by Home Depot rep (with all the damages)Business Response
Date: 08/28/2023
August 28, 2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 their kitchen renovation project.
A service installation date for the remaining materials needed to complete was scheduled on 08/26/2023.
We partnered with our property damage insurance company, Sedgwick, and sent pictures of the damage paint due to the countertop installation. Sedgwick is handling the property damage claim. Customers request of removing the electrical outlets will be denied as customer was told by the ********************** consultant, Home Depot does not offer and perform electrical work. Customer initialed and signed off acknowledgment. Upon completion of the installation,customer will be offered $1,000.00.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team Phone:
*************************
** Case # ********Customer Answer
Date: 08/28/2023
Complaint: 20394044
I am rejecting this response because of the below write-up!*************, Thank you for the opportunity to respond!
This is what I had originally requested: At a minimum, we are asking that ** discount this kitchen project by 30% for all the problems, inconvenience, additional money and time spent on this project.
So,to receive an offer of $1000 is a slap in the face after we are spending $45,000 on this project. In addition, ******************** is not correct, as the work is not completed, and I have attached pictures. Yes, someone did come to my home on Saturday, 26 August 2023 and replaced some doors. As my partner would share, he felt like the ** rep did not want to be at our home; therefore, the work was not taken seriously. There are 2 cabinets still incomplete (bottom fixtures not done) and where the oven wall unit is, there is still damage. When I went to check on the ** rep/contractor, he had departed, and I just thought he had gone to get more supplies.
I do not recall the design consultant initially informing me that the outlet covers would not be covered. I remember being told to buy a sink and to have the oven top removed. ** did not tell us to remove the outlet covers or else we would have done that also. ** removed the outlets, so they should be responsible for putting them back on or paying to get it corrected. This cost was $500 for an electrician (******* Electric) that we paid. The receipt was sent to **s insurance company. If it is about customer ********************** and pleasing the customer, ********************/** should/can approve this and reimburse us for this expense. To say it was in the contract is a c*** answeryes, I signed the contract, after the gentleman had been at our house for hours; then he had an I-pad and he would tell me when to sign, while highlighting items.
We, the homeowners, had to give up our time for ** reps and contractors to come to our home, multiple times. How much do we get paid for that because our time is more than $1000. And wait for it, ** must come to our home again.
Due to the doors being replaced and more holes drilled, we now must empty our cabinets, wash the flatware and wipe out the cabinets and then restock them. How much do we get paid for that?We must hire someone to retexture/paint. To do that, we must be home to get estimates. Then we must be at home again for the work to be completed and as one painter (***********************) shared it will take more than one visit. So, ***** it **s insurance company will pay for this with a receipt/invoice,this is still our time again. How much do we get paid for that?
We were told weeks ago that we were also receiving a $250 ** gift cardit's even noted on the punch list. We have not seen this. What happened to that?
Please note after the complaint was filed, the voicemail left by ******************** and the phone call from the manager in ******* were appreciated.
In my little opinion, I thought I was being quite fair asking for 30% reimbursement.The project cost $45,000; 30% is $13,500. To be offered $1000, which is not even close to what we requested for all the mistakes, the cleaning we must do, the number of times we have to be at the house when we should be at work is a lot more than $1000.
The Air Force Core Values: Integrity First, Service Before Self and Excellence in All We Do! Where are **s Core ValuesDoing the right thing, even when no one is looking!They can do a lot better than giving us $1000.
Sincerely,
*************************Business Response
Date: 09/01/2023
September 01,2023
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 # ********
We are currently addressing the customers concerns. However due to the recent hurricane that hit the area, the service providers had to evacuate. We will continue to work with the customer until ****************** is completed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team Phone:
*************************
** Case # ********Customer Answer
Date: 09/06/2023
Complaint: 20394044
I am rejecting this response because: As shared on 28 August 2023, the work was not completed, and I am not in agreement with the compensation being offered. ********************************* did call and leave another message sharing the work will be completed, but when? I have not received information on when the work will be done, plus what does Home Depot plan to do to satisfy the customer...me!
Sincerely,
*************************Business Response
Date: 09/13/2023
September 13,2023
Sent Via Email
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
*************************************************************************************************
Re: ************************* BBB Case ID # ********
Dear ***********************,
We acknowledge the receipt of the BBB Case ID # ********
The service provider/installer has been notified of customers concerns and will contact the customer to schedule a date and time to address all remaining issues.Compensation amount has been increased to $2,400.00 and will be our final offer amount to the customer. A final offer/denial letter will be sent to the customer respectfully denying the customers demand of 30% or $13,000.00.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team Phone:
*************************
** Case # ********Customer Answer
Date: 09/15/2023
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.Although it is nowhere close to what I requested, it is ok.
As long as all the work is completed on Saturday 30, September when Home Depot is scheduled to return; and that Sedgwick, Home Depot's insurance takes care of the paint texture/repair, and outlet covers/******* Electric took care of.
Sincerely,
*************************Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I was recently expecting a delivery from Home Depot on July 25,23. I then received a call from the delivery company XPO stating that their truck was broken Down and could not deliver my things anymore and it would be another 2 days. Well the next day I reviewed an email stating it would be TWO WEEKS. The delivery company told me to come pick up my merchandise if I did not want to wait. I installed it yesterday and noticed the dryer does not stay on and is so loud you can not run it in the home while anyone is home. It sounds like a train. I called the **** number and was told I signed off my warranty by picking it up but I never signed anything. My signature was forged and now I am stuck with a broken dryer. I called ******* and was told I needed to call the store first. The customer ********************** representatives I spoke with was very rude and would not help me. He told me I should just buy another one and count is as a $700 lost. I need a replacement asap. I have a family of 6 and I am being given the run around.Business Response
Date: 08/03/2023
August 3, 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 # ********
We reached out to the customer and offered as a one-time courtesy, a refund for the price of the dryer. The customer accepted the refund offer.
********************** considers this matter closed.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide 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 Team
Phone: *************************
** Case # ********Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a Refrigerator French door online through Home Depot ,since the first day when they delivered to me the box was torn and the door had some damage, so I called hotline home depot and they made a credit couple hundreds in order for keep the product, so two weeks later the fridge start making a noise and everyday the noise becomes annoying, I called but this tome I have to wait half hour only to get a response, so they try to gain time and to that the product has an warranty, so after several weeks they decide to to give s manufacturing number in order that I will explain to them what happened, and that explained one thing that Home Depend longer to responsible for the deffect and it looks like Home Depot tricked me, so I have been contacting manufacturing for months, it took them only four months to show up at my house, one Agent came and walked towards the refrigerator to find out what s wrong with it , within 15 minutes he decided to leave mentioning that nothing wrong with it, but the noise happens every other hour or an hour and half, the issue never fixed , a lot of noise on the fridge none stop.Business Response
Date: 08/01/2023
August 1st 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro Atlanta,
****** & NE *******
***************************************************;
*******, ** 30303
*****************************************/BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their refrigerator door.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We offered to assist with scheduling additional service through Electrolux
With that 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.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:07/29/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 10.25.22, The Home Depot (THD) contract (H4116-252283) was to replace 3 exterior doors at my home. On 2.17.23, THDs service supplier, RF Installations, LLC (RFI) workers ************** and ****** installed the kitchen storm door. I saw wet stains on my weather-protected wood deck floor. I told ***** about the wet stains, he replied, its water. A few days later when **************** (RFI Field Mgr) arrived at my home and replaced a quarter round rod that ***** installed on my kitchen floor that was split. I told ************************ said the stains on the deck were water but the stains are still here, why? ****** said ***** told him it is acetone. I told ****** to remove the stains. We talked about using a cleaning solution or power washing to remove the stains.On 3.28.23, ****** used a cleaning solution without success. On 5.9.23, he used an electric power washer on the stains and other areas of the deck. He used my electricity, my water and my water hose. A few days later when the water dried, the stains are still present on the wood deck floor.See photo showing the acetone-based stains are still on the wood deck floor after both stain removal attempts.THD ******************* opened case # ******** for the need to remove the stains but the group offered me a $150 THD gift card to close this issue. I rejected that offer and my counter offer was for THD to give me a THD check payable to me for $450. My offer was rejected.On 6.22.23, THD ************* Expediter, ****************** emailed to me the following, Unfortunately once our legal teams issue a final offer/denial letter there is no way to counter the offer or overturn it.We escalated your issue to our Senior manager and provided the final offer per their guidance.On 6.29.23, **** (THD manager) returned my call about THD removing the acetone-based stains and said, There is nothing I can do for you.Desired resolution:THD to remove the stains from my wood deck floor only or mail to me a THD check for $450.Business Response
Date: 08/21/2023
August 21, 2023
Attn: ***********************, Trade Practice Specialist
Better Business Bureau Serving Metro *******,
****** & NE *******
***************************************************;
*******, ** 30303
*******************/BBB Case # ********
Dear **************
We acknowledge the receipt of the Better Business Bureau Consumer Complaint #********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their stained deck.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Customer was offered a $450 Home ********************** Gift card.
With that said, The Home Depot considers this matter is closed
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********Customer Answer
Date: 08/26/2023
On 8.25.23, I accepted the The Home Depot (THD) offer of their $450.00 gift card (I preferred and requested a company check or a money order payable to me, however, they refused to offer me either of those means of refund). This issue will not be closed until I receive the physical THD gift card in the mail. See the following communication below.
Good Morning,
Thank you for signing the accommodation letter. I have processed your $450 Home Depot Gift Card. It usually takes 5-7 business days to receive. However It could possibly take up to 10 business days. I will continue to monitor until you receive your Gift Card. Please let me know once you do receive it so I can make sure your taken care of. I shipped it to this address:
*****************************************;
***********, ************ 15146
*************
Thank you,
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
--------------- Original Message ---------------
From: *************************** [******************]
Sent: 8/24/2023 3:51 PM
To: **************************************************************
Subject: Re: [EXTERNAL] Fwd: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
This Message Is From an External Sender
This message came from outside your organization.
Report Suspicious
Greetings,
I am looking forward to someone sending it to me at davisfs1 @yahoo.com today!
Regards,
*******************
************
On Aug 24, 2023, at 3:09 PM, ************* <**************************************************************> wrote:
Good Afternoon,
I am sorry that I missed your call. I just spoken with my business partners asking why they have not sent over the document as of yet. They stated that it the same document that they have originally sent you stating a denial. In the letter it also states that we will honor a $450 Gift card. I had them resend the document over to you. It is labeled "DENIAL-ACCOMMODATION LETTER " Please sign that and I will process your Gift Card immediately. My apologies for the confusion.
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
--------------- Original Message ---------------
From: *************************** [******************]
Sent: 8/22/2023 2:07 PM
To: **************************************************************
Subject: Re: [EXTERNAL] Fwd: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
This Message Is From an External Sender
This message came from outside your organization.
Report Suspicious
***************************,
Thank you for returning my phone call on August 21, 2023. Per our discussion and agreement, I accept the $450.00 The Home Depot (THD) gift card, in lieu of the preferred, company check. Also, I am waiting to receive from you, via my yahoo email address, the DocuSign accommodation letter for me to review sign and send to you. After which, within five to ten business days, I will be looking forward to receiving the physical THD gift card.
Your swift cooperation in this matter is appreciated.
Regards,
*******************
*******************************
***********, ** 15146
************ (mobile)
******************
On Aug 17, 2023, at 2:42 PM, ************* <**************************************************************> wrote:
Good Afternoon,
I have spoken with the team and we will have to respectfully deny your request for a $450 check. We apologize if the outcome of this decision does not meet your expectations. Please be assured that The Home Depot values your patronage and hopes that you will afford us another opportunity to service your home improvement needs.
Thank you
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
--------------- Original Message ---------------
From: *************************** [******************]
Sent: 8/13/2023 10:02 PM
To: **************************************************************
Cc: ******************
Subject: [EXTERNAL] Fwd: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
This Message Is From an External Sender
This message came from outside your organization.
Report Suspicious
***************************
Greetings,
A $450.00 check or a money order from The Home Depot is needed for me to pay for a handyman or a ********* to remove the stains, not a gift card.
Your cooperation in this matter is greatly appreciated.
Regards,
*******************
************************************
***********, ** 15146
************ (home)
************ (mobile)
Begin forwarded message:
From: ************* <**************************************************************>
Date: August 10, 2023 at 1:04:19 PM EDT
To: ******************
Subject: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
Good Afternoon,
I have spoken with the team and we will have to respectfully deny your request for a $450 check. However I can offer you a $450 Home Depot Gift Card. If this is satisfactory to you then I will send over a accommodation letter for you to sign and I can have that processed for you immediately.
Thank you
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
--------------- Original Message ---------------
From: *************************** [******************]
Sent: 8/7/2023 10:22 AM
To: **************************************************************
Cc: ******************************************
Subject: Fwd: [EXTERNAL] Re: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
This Message Is From an External Sender
This message came from outside your organization.
Report Suspicious
***************************
Greetings,
The claim should not have been denied because your service supplier, ***************************, Field Manager of RF Insulations, LLC (RFI) did not do what I wanted. I wanted and still want the stains removed. However, if The Home Depot (THD) cannot or will not remove the statins that the RFIs worker (******************************* caused), then send to me a THD company check for $450.00 and this issue will be closed upon receipt of the company check.
Shown below are two photos concerning this issue: the first one is when ****************** used a simple cleaning chemical from a bottle and a hand brush on the deck floor unsuccessfully; the second one shows the stains were not removed after he used an electric power washer in an attempt to remove the stains but to no avail. The stains were still not removed.
Your cooperation in this matter is greatly appreciated.
Regards,
*******************;
************************************
***********, ** 15146
************ (Home)
************ (Mobile)
Begin forwarded message:
From: ************* <**************************************************************>
Date: August 2, 2023 at 9:44:33 AM EDT
To: ******************
Cc: ********************, ******************
Subject: RE: [EXTERNAL] Re: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
Show Quoted Content
From: ************* <**************************************************************>
Date: August 2, 2023 at 9:44:33 AM EDT
To: ******************
Cc: ********************, ******************
Subject: RE: [EXTERNAL] Re: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
Good Morning! I have spoken with my business partners and they stated that since the claim was denied, they will not be able to do anything. However I would like to extend a $400 Home Depot Gift card to you for your troubles. Please let me know if you would like a physical gift card mailed to you within 10 business days or a E-Gift Card emailed to you within a few hours?
Thank you
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
--------------- Original Message ---------------
From: ******************* [******************]
Sent: 7/30/2023 6:30 PM
To: **************************************************************
Cc: ******************; ********************
Subject: [EXTERNAL] Re: EXECUTIVE ESCALATIONS| Exterior Door Installation /Acetone Based Spill| CASE 32485574 [ ref:_00D50JUFY._500Hs1qk6Fl:ref ]
This Message Is From an Untrusted Sender
You have not previously corresponded with this sender.
Report Suspicious
Greetings,
Your response is appreciated. I am looking forward to enjoying a proper and swift resolution to this issue.
Regards,
*******************
************************************
***********, ** 15146
************
On Sun, Jul 30, 2023 at 6:22 PM ******************* <******************> wrote:
On Sun, Jul 30, 2023 at 10:34 AM ************* <**************************************************************> wrote:
Good Morning,
My name is *************************** with The Home Depots Executive Escalations Team in *******, *******. I am in receipt of your email regarding the stain on your deck. It is our priority to provide world class customer ********************** and I would like to first apologize for the experience thus far. I can assure you that I will be your advocate with ensuring that the issues listed are addressed at a higher level and that it will not happen in the future. I have already reached out to my business partners to get you a timely resolution. I have included in the subject line your case number and below my direct phone number with extension if you have any additional questions or concerns.
Best Regards,
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
ref:_00D50JUFY._500Hs1qk6Fl:ref
Show Quoted Content
On Sun, Jul 30, 2023 at 10:34 AM ************* <**************************************************************> wrote:
Good Morning,
My name is *************************** with The Home Depots Executive Escalations Team in *******, *******. I am in receipt of your email regarding the stain on your deck. It is our priority to provide world class customer ********************** and I would like to first apologize for the experience thus far. I can assure you that I will be your advocate with ensuring that the issues listed are addressed at a higher level and that it will not happen in the future. I have already reached out to my business partners to get you a timely resolution. I have included in the subject line your case number and below my direct phone number with extension if you have any additional questions or concerns.
Best Regards,
Mrs. ************************************************ Escalations
THE HOME DEPOT | *************
Phone: ************************|Fax :****************
Schedule: M-F 8:00 am to 5:00 pm
Please contact ********************************* at ****************************************** in my absence.
ref:_00D50JUFY._500Hs1qk6Fl:ref
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