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
- 11,900 total complaints in the last 3 years.
- 3,462 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:06/10/2023
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.
1/19 2023, I purchased a Husky tool box with a solid wood work top, the work top has split and coming apart from the tool box itself. I have spoke to home depot who tells me its a Husky problem altho Husky is part of home depot. I have spoke to four people so far and nobody wants to help. I am at the point where they are just messing me about. the email supplied for complaints is not monitored so this is my only action left, however i may *** but i will wait to see if you can get a resolution The tool box cost $648 plus $79.00 f0or delivery
Business Response
Date: 06/11/2023
June 11, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: *********************** /BBB Complaint#:20169646
Dear ***************,
We acknowledge the receipt of your notice dated June 11, 2023, regarding the reference above. On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their recent purchase with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The **************** team will contact **************** with a resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********Initial Complaint
Date:06/10/2023
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 bough a whirlpool stove hood in August 29,2022. I have installed in October by March the hood stop working because I have a warranty I call Home Depot and they send me to the department of warranty the technician came on April 25, he told me that he will order a part that was not working and that hey will take two weeks. After 3 weeks I called and they told me that they didnt know when the part they order was coming. I wait until May 31. I calle them again and they told me the same thing. Finally I call Home Depot to ask for a replacement of the hood the told me that the part that was broken was hard to find and got that reason they will give me my money back except the $75 dollars I paid for the warranty. Now I receive an email letting me know that they will send me a gift card from the store. I do not need a gift card because I already purchased another hood and installed a new one. I believe that if they receive a payment with my credit card they should return the money the same way an not force me to buy from they again.Business Response
Date: 06/20/2023
June 20, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: ************************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has reached out to ****************, to assist with her complaint. **************** sent an email advising that she had taken the range back to the store, which the store team has verified the return. A refund to the customer to the original form of payment and the customer was satisfied with the resolution and resolved the complaint.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:06/10/2023
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.
ORDER #WP67310926 - RHEEM WATER HEATER purchased for $1143.45 on 05/19/23. Purchased Water Heater with $100 CREDIT for opening a home depot credit card. Had to cancel it and purchase a different water heater the SAME DAY because it was not the correct size. Water heater was never picked up or physically removed from the store. ORDER #: WP67379379 - RHEEM WATER HEATER was purchased for $836.29 On 05/19/23 After cancelling the WP67310926 order, I placed this order WP67379379. This was my very first purchase under this card. I was told that the $100 credit was inadvertantly applied to the cencelled order, but the $100 Credit can easily be reapplied to this new order (since it was technically my first order). At that point, I trusted home depot and went through with the purchase. However, now home depot is making excuses that their system wont allow the credit. Classic Bait and Switch tactic for consumer to be falsely incentivized to Open a Credit Card!Business Response
Date: 06/14/2023
June 14, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: *********************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team has reached out to ************** and applied a $100 markdown to his order which will be applied as a refund back to his Home Depot credit card. Customer has acknowledged the refund and resolved the matter.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 06/15/2023
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.
Sincerely,
***********************Initial Complaint
Date:06/09/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I tried calling CS past their hrs. I wasn't waiting until Monday. I'm busy too. This is a situation that's been going on for about 2 months. How no 1 at the Telegraph store in ************* doesn't see this * do anything is beyond me. It creates a major safety issue for customers. I made a right turn into their parking lot 1 Saturday from ***** Springs * tried to get into the parking lot. This huge pick up truck stacked with oranges was blocking the ability to get in. I almost hit the light pole trying to avoid it. The man ran from near the truck with a bag of oranges trying to stop my car to sell them to me. I was very angry. Then his partner was at the other entry near ********** doing the same thing. Since when does HD allow these types of things to go on, on their property? It's private property right? The same situation is happening at ******* that shares the shopping ctr. It not only is illegal without a ******************* from the property owner but a *************** issue. We have a lot of retired elderly people here that can't save themselves from attacks. These men haven't committed those violations yet. But it could happen especially since the truck near Chase had ** plates on it. I'm notifying our Mayor * ************ about this * calling the city to find out if this is being allowed. I left ** because I didn't like that in my community, it invites crime. UT people are very naive * think they're safe which makes them easy targets. I stopped shopping @ Target for that reason. Now I'm seeing a lot of them hanging around ******* * HD at all hrs daily. I called *******'s corp. office to report the man jumping from between cars trying to illegally sell food in their lot. I'm not standing for crime rising in my town. I moved here because we have a strong police presence * safe communities. I intend to keep it that way. A lady in ******* told me not to report the guy selling food in their lot because it was "tasty". This needs to stop. Where is the store mgr?Business Response
Date: 06/14/2023
June 14, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro *******,
****** & NE *******
****************************************************************************
Re: *************************** /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Escalation team has reached out to **************** and sent her concerns to the stores leadership team to address the matter. The property that Home Depot is located on is a leased property and don't have authority to place demands since we share the parking lot with several businesses. We have apologized to the customer for the experience and spoken to the property manager.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Customer Answer
Date: 06/15/2023
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.We've had several conversations and I've talked to the city permitting ***** Everyone except the Mayor is aware of this problem. We simply do not want crime and problems in our city which has up until a few months ago considered a safe city. This creates problems for residents and employees of every business in the area. I suspect it will be up to the Mayor to figure out how to resolve this "new" issue. The businesses pay high taxes and utility bills, so do the residents. The Mayor and elected officials have to listen to ** or be voted out. Thanks Home Depot for caring about not only your employees but customers and the community as a whole.
Sincerely,
***************************Initial Complaint
Date:06/09/2023
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 large product online. A Barbecue and it arrived dented and in extremely imperfect condition for a 800 dollar BBQ. They will only let me return it wasting my gas finding a way to get it back to a store 1/2 and hour away from me. My time and money are wasted fixing their error. They could at minimum offer me a slight discount for their flawed product. This is not my first encounter with this companies imperfections that the expect the customer to resolve at their cost for them. I am tired and frustrated.Business Response
Date: 06/26/2023
June 26, 2023
Attn: ***********************,
Customer Experience Specialist
**********************
Serving Metro *******, ****** & NE *******
****************************************************************************
Re: ***** Fysb /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our ****** Executive Escalations team. The ****** Executive Escalations team will contact Ms. **** with a resolution. Please be advised that ***************** does not have access to the customers project as they are in ****** and will need additional time to address the customers concerns.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:06/09/2023
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.
Company continues to allow hired delivery companies to provide below acceptable customer ********************** in fulfillment to deliver in a timely manner this inconveniences contract work and lost of time.Business Response
Date: 06/10/2023
June 10, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ************ /BBB Compliant:20167408
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delayed flooring delivery with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the carrier regarding the customer delayed delivery. The carrier stated they were missing the customer contact number on the paperwork to contact for delivery arrangements. The online executive team provided the contact information for the customer to the carrier. ************ has been contacted to let her know why it was delayed and what steps were taken to correct it. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and 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.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 32884379Customer Answer
Date: 06/10/2023
Complaint: 20167408
I am rejecting this response because:Just because it's an error between Home Depot and it's hired delivery service of incorrect contact for contacting me isn't strong because after a week when was someone from this delivery company to contact Home Depot? As a result I'm at a loss of time and scheduling with my contractor which has delayed and inconvenienced which as you see by Merchant response they don't care to have any sensitivity to this loss nor offering any type of remedy other than it will be delivered.
Sincerely,
M ****Business Response
Date: 06/10/2023
June 10, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ************ /BBB Compliant:20167408
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delayed flooring delivery with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The online team contacted the carrier regarding the customer delayed delivery. The carrier stated they were missing the customer contact number on the paperwork to contact for delivery arrangements. The online executive team provided the contact information for the customer to the carrier. ************ has been contacted to let her know why it was delayed and what steps were taken to correct it. Once delivery has been completed compensation will be discuss with the customer for her inconvenience. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and 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.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 32884379Customer Answer
Date: 06/10/2023
Complaint: 20167408
I responded before as this is a second time
I am rejecting this response because: of merchant's response saying:
"With that being said, The Home Depot has addressed the customers concern and considers this matter closed."I have lost time and contractor work scheduling and feel something should be offer for this inconvenience as well as the reasoning of merchant's delivery company not having my contact information didn't do anything to attempt obviously with Home Depot.
Sincerely,
M ****Business Response
Date: 06/16/2023
June 16, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta,****** & Northeast *******
**************************************************************************************************
RE: ************ /BBB Compliant:20167408
Dear ***************,
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their delayed flooring delivery with our company.
To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our online Executive Team. The customer has requested to the shipment hand unloaded and delivered in front of the garage by the brick. The carrier stated they are unable to have the delivery agent to hand unload the order and remove the shipping pallet. The online team contacted the carrier to get the shipment to a new carrier or local store for delivery. ************ has be update via email with our next steps. Once delivery has been completed compensation will be discuss with the customer for her inconvenience. No further assistance is needed at this time.
With that being said,The Home Depot has addressed the customers concern and 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.The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
*****************************
Executive Escalations
P: ********************
F: ************
SF: # ********/Online 32884379Customer Answer
Date: 06/16/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me as long as what is stipulated is carried through, if not I'll redo another BBB complaint.
Sincerely,
M ****Initial Complaint
Date:06/09/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On March 7, 2023, I purchased a Maytag washer and dryer set from Home Depot ****** online. I also selected Delivery at Check Out. On April 15th, my appliances were delivered by a subcontracted delivery company. During the delivery, the delivery team removed my rear exterior door and storm door in order to get the dryer inside. They did not ask before they did, I simply heard banging and later learned they had removed both doors. Both the washer and dryer were in good order at delivery and I signed off on the items. A few days later I noticed that the pins had not been properly reinstalled on my storm door and it did not close or latch properly anymore. That day, the door fell off completely and the hinges are now completely bent out of shape. I have contacted both Home Depot and the subcontracted delivery company and no one has helped me rectify this issue. All they do is send me through the subcontractor who refuses to fix the damage they did. They stated I signed off on the Bill of Lading - however this only asserts the appliances were in good repair, not that they didnt damage my home. They didnt even tell me to inspect anything, including the appliances, before signing. Home Depot refuses to take any kind of responsibility for this despite the fact that they subcontracted the delivery out and my contract/purchase was with them. The customer ********************** is extremely poor and when I try to escalate, the customer ********************** rep tells me they are the highest it goes. I am extremely displeased with Home Depots customer ********************** and their ineffectiveness and unwillingness to remedy the damage their subcontractor did. If anything, they should be rectifying the situation themselves and then deal with the subcontractor on their own, as they are the ones that elected to use their service, and my business was with Home Depot. I am a new homeowner and should not have to pay for the damage they did to my home.Business Response
Date: 07/10/2023
July 10, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*******, ** *****
RE: ******************* / BBB Complaint#: 20167023
Dear *************,
On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding a transaction with our company.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot ******** Customer ********************** Team determined that you signed off on the delivery without making written notation of said damage. The claim has been denied because property damage was reported 5 days after the delivery and following a severe weather/windstorm.
With that said, we have addressed the customers concern and consider this matter resolved.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.
Sincerely,
********************
The Home Depot Executive Escalations
P: ********************
F: ************
SF# ********Initial Complaint
Date:06/09/2023
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 am the facilities Director for ********************. Home Depot is one of the corporate cards that we use and is under my responsibility for facilities needs. Every month when I receive the bill since 2019 I match my receipts wit the invoice transactions and make a check request for all current purchases. However, I do understand that there may be purchases made may not be shown on this bill. I recently received a call that I had an outstanding invoice due from 3/31/2023. I called Home depot several times requesting past bills and a monthly print out of where the past several payments were applied to. Home Depot rep gave me a phone number and a fax number to the department I needed to contact. On 05/23/2023 a fax was sent to ************. Another fax was sent on 05/30/2023, 06/06/2023 and 06/07/2023 and I still have not received the documents requested. In the interim the corporate card has been frozen by Home Depot collections. I need someone to contact me ASAP. This issue is prohibiting me from buying the necessary items for the company I work.Business Response
Date: 06/21/2023
June 20, 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 Citibank Escalation Team have reviewed the customer's complaint and are collaborating on the best possible solution 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.
The Citibank Escalation Team will continue to monitor the progress of this matter and a ticket will remain open with their team until this matter is confirmed and fully resolved. With that being said, The Home Depot has addressed our customer's complaint.
Sincerely,
************************* | The Home Depot
Executive Escalations Specialist
Phone: *************************
Fax: **************Initial Complaint
Date:06/09/2023
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.
Placed an order for master bath upgrade during in-home consultation on 4/15/2023. Two weeks later on 4/30/2023 we made an offer on a new house and contacted Re-Bath about cancellation. The original downpayment of 50% was $9191.75, of which $6434 is materials cost with a 12 week delivery. Offered Re-Bath a 15% restocking fee on materials, which was not accepted. Also explored a faster delivery option before vacating current property, which needed to be 30 days to be workable option due to short length of escrow.Re-Bath said only option for me was forfeiture of $6434 with no delivery of any materials or labor. Made contact with **** office ***** at ************. Production **** contact is ***************************** at ************. Salesperson was **************************Started this project with Home Depot who subcontracts out to Re-Bath. Original credit card charge shows Home Depot, however money is transferred from Home Depot to Re-Bath. At present time $9191.75 is charged to my ***** No delivery of materials or labor has occurred at this time. Re-Bath has not returned my phone calls and became non-communicative with me.Business Response
Date: 06/08/2023
The contract signed was through the Home Depot. The contract allows for a 3 day receission cancellation but nothing afterward. Our teams tried working with ************************* to come up with other solutions, but due to the custom nature of what was needed to be ordered we could not find a faster solution to fit in the customers new timelines. Total contract was $18,383.51 with a deposit into the Home Depot of $9,191.75. In an effort to assist due to the situation, our team evaluated the job and made an offer to do a change order to reduce down to costs already incurred on project to the offer of $6,434 which is quite fair considering the terms of the contract state the cancellation period has expired allowing the customer to not still be liable for the full amount of the contract. This would create a refund in the Home Depot system of $2,757.75.
In a further effort to assist we can adjust the difference a little more to where there will be a refund issued of $4,000 if agreed to by 6-14-2023, otherwise we will stick to the original offer. The refund will take 2-3weeks to post to customer account once change order/release is signed.
Business Response
Date: 07/07/2023
07/07/2023
Sent Via Email???
Attn:***************************?
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 BBB Case # ********.???
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with their bathroom remodel. Our team has issued a check &ReBath has issued a refund. The customer has signed a Settlement & Release agreement.
The Home Depot considers this BBB case 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 customerspatronage and looks forward to servicing their future home improvement needs.?Please do not hesitate to contact me if you have any questions.????
Sincerely,???
******* Clay ???
Executive Escalations????
Phone:***********************???
Fax:************???
Reference Number: ********Customer Answer
Date: 07/08/2023
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:06/09/2023
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.
May 27, 2023. For $35.00. The local Home Depot at Bridgeport, ** did not fulfill their verbal AND written agreement. I contacted Home Depot Customer ********************** by email (complaint documents attached) and they were unwilling to resolve this situation. They stated I should contact the ********** ** Home Depot for the refund of $35. Due to my negative experience with this local Home Depot, this is not an option for me.Business Response
Date: 06/15/2023
June 13, 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 store manager ******** reached out to address the customer concerns and to apologize for her experience. Ms. ******** refund has been processed successfully back on to the credit card on file. 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: 32910212Customer Answer
Date: 06/15/2023
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.
Sincerely,
***********************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.