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

8,670 total complaints in the last 3 years.
2,508 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:04/15/2023
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
home depot's delivery company RAS ran through yard and hit 2 mailboxes. As they were delivering appliances to the wrong house. have been trying to work this out with the to get repair but the keep turning me to a third and fourth party that just want the same information that i have gave them several times. would like for them to have someone to come repair. According to postmaster hitting mailboxes is a $250000 fine. which I'm not asking for just a simple repair, but they just keep pasting me around to different parties. I feel I did not pay the other people they are involving I paid oak ridge Home Depot. why should i be wasting my time dealing with these other people.
Business Response
Date: 04/19/2023
April 19, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

Dear, Ms. ********************* 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 has advised that she is working with the customer regarding the damages caused to his and his neighbor home. Property damage claims have been submitted for *************************** mailbox under claim number *********** and his neighbor ******************** for his mailbox and lawn under claim number ***********. The Home Depot's third-party administrator ******** ***************** Services has both claims under review and will continue to work with both customers and provide them with a final resolution. The customers are welcome to follow up with ******** by calling ************** and providing their claim number.
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: 32248630
Customer Answer
Date: 04/20/2023

Complaint: 19939274

I am rejecting this response because: The Home Depot manager is just passing ** around to RAS . *** will not let us talk to someone in charge the situation. They have hung up on ** numerous times. So, we have consulted about this back to Home Depot manager. but not getting anywhere with this matter. This is going on 5 weeks now. Even after jumping through hoops for RAS with pictures estimates of damages, phone numbers of witnesses they are not corresponding with **. we are having to track these people down to even talk with them. this is not mistake it is there's. why are we having to spend are valuable time we are not getting paid for to track them down they are the criminal here? Destruction of private property.
Just because they have a claim number does mean they are moving forward. we would like to see some Results. This is bad business, and you know it

Sincerely,

*****************************
Business Response
Date: 04/26/2023
April 26, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

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

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

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot's third-party administrator ******** ***************** Services and *** has the customer claim under review and will continue to work with ****************** and provide him with a final resolution. The customer has been provided with Sedgwick phone number ************** and can provide his claim number *********** for follow up and further assistance.
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: 32248630

Customer Answer
Date: 04/28/2023

Complaint: 19939274

I am rejecting this response because:

We are not getting any response from HOME DEPOT,SEDGWICK OR RAS . YOU HAVE NOT BEEN WORKING WITH **. all we are getting is a claim number. That does not fix problems. Your not returning phone calls , i get a automated emails. This is not working for **. Try calling these number yourself, you do not get anyone but a secretary to relay to a voicemail with no responses.
I hope your day is going well. I apologize for your inconvenience. I was notified by the store manager ************************* at store #**** that she submitted the property damage claims over for you and your neighbor to ********. Sedgwick is The Home Depot third-party Administrators that handles all complaints regarding damages to a customers home and/or property. I have escalated your BBB Complaint to your case manager and asked that they provide you with follow up as soon as possible as this has been going on for some time. You may call and follow up with your claim at ************** and provide claim number ***********. ******** does not provide ** with any information pertaining to your claim and resolutions are made directly between them and the customer. Thank you for being a valued customer of *************************** a great rest of the day.

Thank You for choosing The Home Depot

Sha-**************
The Home Depot | Customer Care
Resolution Expediter | Executive Escalation
*************************

ref:_00D50JUFY._500Hs1qUy67:ref

Sincerely,

*****************************
Business Response
Date: 05/05/2023
May 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro *******, ****** & 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's third-party administrator ******** ***************** Services and *** has the customer claim under review and will continue to work with ****************** and provide him with a final resolution. *** has filed a claim for the customer under their insurance company. The claim is still under investigation and RAS has further questions and concerns for the customers claim. The customer has been provided with Sedgwick phone number ************** and can provide his claim number *********** for follow up and further assistance. RAS will continue to handle the claim with the customer and provide the updates to Sedgwick.
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: 32248630
Initial Complaint
Date:04/15/2023
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.
Hi there on this evening of April 14 at 7pm my family and I entered the store to purchase artificial grass. Upon our arrival we were informed the individual that works for *********************** who has the ability to cut the turf had just started his HOUR long lunch. We were then informed no other employee including the VERY unfriendly unprofessional manager ***** knew how to cut the turf and work the machine. As an emergency room nurse who works 12 hour shifts saving lives Im LUCKY if I even get my required 30 minute lunch. I was baffled over this situation. The recommendation from the manager was to wait until the employee was done with his lunch and they would give me the turf for free. I opted to leave just out of pure frustration and disappointment and drove out of my way to another location that had plenty of helpful staff available and spent the $500.
Business Response
Date: 04/26/2023
April 26, 2023

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

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

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

We acknowledge the receipt of the *************** Consumer #********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase with our company. the customer had expressed their dissatisfaction with the level of service provided at the store level. We are pleased to inform you that the issue has been resolved to the satisfaction of the customer. It was agreed that the Store Manager would talk to the associate and arrange for better training to prevent similar incidents from occurring in the future.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.
Please know that it is The Home Depot's goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its customers' patronage and looks forward to servicing their future home improvement needs. Please contact me should you have any additional questions or concerns.

Sincerely,

*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
Date:04/14/2023
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.
Failure to cover fault under warranty Claim number ********** I started a claim under my warranty i got when i bough my riding lawnmower. after being canceled on by the first two services center as they said they no longer services my mower anymore i was given a 3rd center who has for the past 3 week has not do anything, no one has called me just nothing. It is home depot policy that states if they can't fix your product they will replace it with one they can fix. Its now been over 30days and still nothing from Home Depot Services plan department. I am out of money as now I had to pay someone to cut my grass while I wait on them to at this point still do nothing. I as will they refund me what I had to pay to get my yard cut I was told no, at the same time they sold me on a plan to cover my product and I can't get them to fix it. I have asked why is this taking so long I just get someone will call you back but never do. I will never buy anything and add a services plan as they will not fit your stuff.
Business Response
Date: 05/11/2023
May 11, 2023

Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of your BBB notice dated April 17, 2023, regarding the number referenced above.

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

The third-party warranty department spoke with the customer and are going to do a buy out for the lawnmower.

With that being said, we consider this matter resolved and closed in our office.

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

Sincerely,

******************
Executive Escalations
Phone: ***********************
Fax: ************
SF: 32241959
Initial Complaint
Date:04/14/2023
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 have a business and place multiple orders per day with HD. For months now, we have not been able to add any credit cards to the payment account, and we have put in multiple tickets for this and other ongoing website issues, and they are never fixed. This is not ok for a business the size of Home Depot. You need to hire competent people on the backend. There are constantly issues with the payment system, constantly issues with the order system, constantly issues with the website, and your poor customer support people bear the brunt of the complaints while you refuse to fix anything. This is entirely ridiculous for a business this size. We have been doing business here for a year or so and are about to go take our business to ****** instead because of the website issues. We cannot even place an order currently. We were able to route cards through paypal instead, and now the payment system will not even take paypal. And this is no card issue. There is plenty of open credit on every single one of the numerous cards we have tried, and both valid paypal accounts. Please address the ongoing website issues immediately and adequately.
Business Response
Date: 04/20/2023
April 20, 2023

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
North Tower, Suite 900 311
*******, ** 30303

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot online resolutions team has attempted to contact the customer via phone and email but was unsuccessful. As of today, we have not been able to reach the customer and therefore, we have not been able to properly address their concerns.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them, we are in the process of addressing our customers complaint.

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

Sincerely,

*********************************
Executive Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:04/14/2023
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 called Home Depot several times over the course of 2 days to try to "price match" 4 ******* appliances per their "price match guaranty" program the terms of which are posted here:********************************************************* I was attempting to have them price match the items against the prices then available on *******.com. On *******.com they offered a 20% discount for "first responders" which we qualified for because my wife is a nurse. During the numerous calls I had with Home Depot's agents I was offered several excuses as to why they would not honor a price match. I specifically asked these agents repeatedly where in the above terms (or anywhere else on Home Depot's site) I could find something to support the reasons they were giving for exclusion and they failed to do so every single time. In fact, several times I was just told "we just don't do that" regardless of what the terms say, Here are just some of the excuses I was give:-- The "price match guaranty" applies only to competitors and ******* is not a competitor. FALSE. ******* is selling its appliances online, the same ones offered by Home Depot, so how are they not a competitor?-- This falls into volume or wholesale discount pricing offered by competitors -- FALSE. The prices between the appliances are almost the same between ******* and Home Depot. The difference relates principally to the first responder program.-- This falls into pricing from membership-based retail wholesalers -- FALSE. ******* is NOT a "membership-based retail wholesaler"-- The first responder program falls with in the exclusion for "rebates, free offers, or specific one-time-only promotions." FALSE. The first responder program is not a rebate or a free offer. Further, it is not a "one-time-only" promotion, its an ongoing promotion available at all times. Again the above excuses were in addition to the countless times they just told me they don't match ******* without any justification whatsoever.
Business Response
Date: 04/27/2023
4/27/2023

Sent Via Email

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent assigned to our customers complaint reached out to our customer and provided feedback on our Price Matching policy; specifically, that we do not price match ******* since they are not a Home Improvement retailer.

With that being said, the Home Depot considers this matter resolved.

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

Sincerely,

**************
Executive Escalations
Phone: ***********************
Reference Number: ********
Customer Answer
Date: 04/27/2023

Complaint: 19937843

I am rejecting this response because their explanation that it simply "doesn't match ******** is not acceptable and does not confirm with its STATED PROGRAM POLICIES as outlined in the complaint. This response is the same as saying "we just don't want to match the price."
At the end of the day as I stated in the complaint, ******* sells the same retail appliances online as Home Depot does which makes them a COMPETITOR. Accordingly, Home Depot violated its own stated policies with respect to their price match program and there is nothing in those stated polices that allows them to just pick and chose who they want to price match with.

Sincerely,

*************************
Business Response
Date: 05/02/2023
5/2/2023

Sent Via Email

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

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

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

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

As previously stated, The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns.The Home Depot Online Executive agent assigned to our customers complaint reached out to our customer and provided feedback on our Price Matching policy;specifically, ******* is a supplier/vendor of Home Depot, which we would not offer to price match with a supplier or vendor of ours. Additionally, ******* is not considered our competitor as they are not a Home Improvement Retailer. Our Price Matching policy is available for review at homedepot.com.

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

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

Sincerely,

**************
Executive Escalations
Phone: ***********************
Reference Number: ********
Initial Complaint
Date:04/14/2023
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 bought a Cub Cadet riding mower on March 15, 2023, paying for the optional threshold delivery. The item was delivered on March **************************************** the garage. After setting the mower half inside/half outside the garage, the driver stated he was unable to complete the threshold delivery as there have been "too many insurance claims against the company." He further stated that a different delivery team would complete the delivery 5 hours later. The delivery driver then left the palleted mower in the rain, preventing me from closing garage door. A call to the ********** ** Home Depot Store did result in a 3 hour window (versus 5); however, the asst store manager did suggest I simply drive the mower off the pallet and complete the delivery myself. Given the structure of the pallet and teetering of the object on the threshold (given it was placed half in / half out of my garage on an incline) I deemed his suggestion unsafe...not to mention I had paid for proper delivery. The secondary team arrived via personal vehicles and without the proper equipment to move the approximately 750 lb palleted mower. It was clear they were not briefed in advance on the object they were to move and were not provided the proper equipment by the company. After lengthy efforts to push and pull the 750 lb object, the three of us finally managed to move it inside. I was required to assist (for the delivery I paid for) and damage to the mower (from repeated pushing and pulling on the unit) is still unknown. I am requesting a billing adjustment for failure to properly deliver the unit as paid for, time wasted, unnecessary personal physical hardship, and negligence. I called the store again in search of resolution, but was told it was an online order and they couldn't help. Corporate customer ********************** then claimed it was a store issue as the item came via store inventory. Numerous follow-*** and false promises by customer ********************** since have yielded no results.
Business Response
Date: 04/24/2023
April 24, 2023

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

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

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

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

The Home Depot has compensated the customer to help resolve the issues with delivery. The Home Depot considers this matter to be 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 should you have any additional questions or concerns.

Sincerely,

*******************************
Executive Escalations Representative
Office: ***********************
Reference Number: 32241773
Initial Complaint
Date:04/14/2023
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.
My complaint is with both Home Depot and Ryobi. Initially, I contacted Home Depot on September 12, ************************************** that she had repeatedly left my contact information with *****, but they never called me. When I later agreed H.D. could come and pick up the mower, I was told we are no longer repairing tools/lawnmowers in our store. I called two places given by H.D. but neither answered.When I said I wanted the lawnmower to be taken back because it was dangerous, a HD "executive" team told me, categorically, the lawnmower could not be returned. He told me that he had found a repair center, which is actually a tiny private home. The repair center has had the mower for three weeks. The repair person said it often takes over a month to get parts from Ryobi. He had a technician familiar with ***** electric mowers contact me, who said, If the batteries are dropping their voltage [and] the battery pack drops too low under a load the controllers, in some instances the controller will lose the zero position for the accelerator... as a low voltage condition can result in different controller behavior depending on voltage fluctuations. That means low battery (the lawnmower decides what "low" is) When I bought the mower, I asked about battery performance and was told no problem, ***** is a battery company. However, the technician who called me said the batteries could fail in as little as three years, something not mentioned at the store. I was already having trouble in the second year, being able to mow only half my lawn on a full charge, when in the first year, I could mow my entire lawn. Now, reverse happens after 25 minutes, even though the indicator said the battery was fully charged.I have videos of the mower rocketing backwards when it is in forward and refusing to go forward.
Business Response
Date: 04/19/2023
April 19, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

RE: *******************/ BBB Complaint #******** / 19937216

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

We acknowledge the receipt of the Better Business Bureau Consumer Complaint #******** / 19937216

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

The Home Depot has reviewed this case and reached out to all parties involved. The Home Depot Online Escalation team has reached out to the customer to address his concerns. The customer has transported the lawn mower to Patriot Services repair shop. The shop has notified ** that they are working to determine the issue with the mower. They are also working with Ryobi Services to repair to have it repaired under warranty. Mr.****** has been advised that shall he have questions or need assistance to direct them directly to the online escalation team. Once the mower has been repaired completely, the customer will be compensated for any other charges. This case remains open until a resolution has been met.
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: 31555452
Customer Answer
Date: 04/19/2023
BBB,
I received a phone message from the person assigned to this matter, *****, which stated the repair person was "ordering parts," and as I had already spoken with the repair person saying NOT to repair anything until he and I had spoken, since my request to be reimbursed for the $250.00 I had paid to get the mower to where ***** had specified (and submitted with proof, and reminded him still had had not been sent to me after several weeks and was not after mentioned by him), I was concerned about parts being purchased without my knowledge or consent. So I called Patriot Services and asked about parts being ordered. He, Del, was puzzled, "I didn't order any parts. Who told you that?" I responded, "*****." "No, I didn't order parts. I'm waiting to hear from Ryobi about what they think is the issue with the mower going into reverse." I have a video of the mower going into reverse, at full speed, when set to forward. I had explained to ***************** one the mower did this, that on my property there were places where accidental reverse could lead to a fatal accident. He seemed unimpressed and persisted with "repairs."
So, you can decide the term you'd like to use to describe what ***** told me. He has also told me he knows nothing about mowers AND this must be about the battery. A Ryobi tech person told me the issue, and I have an email from him to that effect, is that the battery charge can cause the mower to "lose orientation" and go in reverse on its own.
***** ended his message telling me ALL the past delays Del had experienced with ***** were due to something that was no longer an issue, "happy talk" and that we were once again on our way to a "resolution." ***, as far as I know, is still waiting for a call from Ryobi, because he hasn't called. And I am not happy with *****'s attitude because, what the Ryobi tech told me was the problem is inherent it the mower itself. The idea that I plan to use a mower that I regard as dangerous is unfounded. I have already told ***** this. He knows about the videos I have. I believe he knows about what the tech told me, and the Del's first reaction to the battery being the cause of the transmission was that it didn't make sense to him.
In my first conversation with *****, I said if I were a company valued at $366 billion, I would not be trying to force a 76 year old man to operate a machine he regarded as a threat to his life. My read of *****, through a number of phone calls and emails, after all I've told him about the proof I have is that he's afraid to tell whomever he reports to that they should avoid very serious liability by simply taking the mower back. The videos won't help Home Depot's sales, nor *****'s, should they be posed on ******** and then there's small claims court with local news and tv coverage. The headlines might read, $366 billion Home Depot threatens to run over 76 year old man. Video footage to and interview to follow."
Forget the mower, this is a remarkably bad business decision, since we are talking only about what Home Depot and Ryobi, minus the profit each made, actually have invested in a mower that, with tax, cost $2,736.75. How much of that is actual cost to them. This is an absurd waste of everyone's time.

Business Response
Date: 04/27/2023
April 27, 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. Once again, The Home Depot Online Escalation team has reached out to the customer to address his concerns. The customer has been advised that he needs to work with ***** and the authorized Repair technician that ***** has provided him to have the mower repaired under warranty. Mr. ****** has been advised that shall he have questions or need assistance to direct them directly to the online escalation team. Once the mower has been repaired completely, the customer will be compensated for any other charges. This case remains open until a resolution has been met.
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: 32239971

Customer Answer
Date: 04/27/2023
First, Home Depot employee INSISTED that I have the mower taken to a technician over 50 miles from my home, telling me $400 dollars would be provided to me to do so. It actually cost $250, one way, and though I sent ******************* a photo of the check I made out and a photo of the invoice, it has not only been 5 weeks since he received those images, and I reminded him I think three weeks ago, I have not received reimbursement. Nor has their been any acknowledgement that getting the mower back, IF it can be repaired, will bring my total to $500.
Next, I have repeatedly told Home Depot personnel, including Ms. ** that Home Depot has not contacted me, even though a Home Depot asst ******* said she gave them my contact info twice. The person I was told to bring the mower to has also not had a response from *****, though he has had the mower 5 weeks. I have told Ms. * and ******************* the same thing, so repeating the same advice serves what purpose?
Given their alleged concern about a customer, why has neither of them contacted *****, since I have not been able to get a response? The person trying to work on the machine, the one ******************** insisted I see, is not a Ryobi employee. He can't insist that anyone at Ryobi do anything, They both know that, so suggesting it as a course of action is disingenuous. And they know it,
And so should the Better Business Bureau. They should also know, however this ends with them, it is not the last that Home Depot will hear. At the very least, they need to compensate me fully for the expense of transporting the mower back. It is 50 miles from my home, because ******************** not only found the person, but he made it seek that I would not be acting in good faith if I didn't take it there, as is evidenced by his email allocating funds to do so, the only problems being no reimbursement has has been sent for over a month, and he didn't know what it would cost.
Business Response
Date: 05/05/2023
May 5, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

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

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

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

The Home Depot has reviewed this case and reached out to all parties involved. Once again, The Home Depot Online Escalation team has reached out to the customer to address his concerns. An agreement has been reached between the team and the customer. Mr. ****** will be compensated for his transportation expenses and for the lawn mower. Mr. ****** has been advised that shall he have questions or need assistance to direct them directly to the online escalation team.
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: 32239971

Customer Answer
Date: 05/05/2023
I have returned a signed image of the agreement, which includes every single word of that agreement, wherein it is stated that I will receive $1400.00, but ******************** letter does not acknowledge that specific amount in her "response." When that issue is acknowledged I will be more than happy to indicate the matter is resolved.
Business Response
Date: 05/17/2023
May 16, 2023
Attn: *****************;
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
*********************************************;
North Tower, Suite 900
*******, ** 30303

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

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

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

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

The Home Depot has reviewed this case and reached out to all parties involved. Once again, The Home Depot Online Escalation team has reached out to the customer to address his concerns. An agreement has been reached between the team and the customer. Mr. ****** will be compensated for his transportation expenses and for the lawn mower. Mr.****** ****** and returned the agreement with the compensation he was offered and has been advised that shall he have questions or need assistance to direct them directly to the online escalation team.
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: ********
Customer Answer
Date: 05/18/2023

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. Assuming the check which was cashed will be honored.

Sincerely,

*******************
Initial Complaint
Date:04/14/2023
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 garage door opened with installation and an additional 2-year service agreement from Home Depot on 11/12/22. Installation occurred the first week in December 2022. We immediately experienced problems. I phoned the store and was unable to connect with the department I was transferred to. Personnel refused to take my name and number for a call back. ***** asking for the manager go unanswered. Because of this I have visited the store no fewer than six times, each time the salesperson locates my sale on the computer and claims to enter a message notifying the installer contact me to schedule repair. To date (4/14/23) this has yielded no results. Any time I AM able to speak to someone I receive excuse after excuse. This has been going on since December. NOW I have been given the name of a newly hired ************** Expert" named *****. I have received nothing but the run around from her as well. She can't help because she's, "Is in training, has been out sick, can't reach the installer."...and it continues. Issues reported immediately after installation:Door does not close tightly, allowing snow/water to flow in under the door*LOUD and squeaky (I purchased due to the descriptor: quiet)*Light cover is hanging loose. Progressed to:Brushing against the door (nowhere near the control or the eyes) and it would open.*Loud noises from the nearby street would cause the door to open.*Loud noises from the nearby HIGHWAY would cause the door to open.*Upon arriving home, we would find the door open leaving garage contents exposed.* At this point we pulled the red disconnect cord and following manual instruction have never been able to get the door back on track.*Currently opener does not function, forcing ** to manually open the door. Which apparently has also been damaged by the install because it now SLAMS closed. *Door will not remain open as it had in the past, including the day of the install. Home Depot refuses to address these issues.
Business Response
Date: 05/11/2023
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 her experience. Upon review, The Home Depot Executive Escalations Team has contacted the customer via phone and email in apology for her 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 replaced the customers defective wall button, in addition to collaborating with the Genie warranty team to place a warranty claim for the wall button. The Genie warranty team will be shipping the customers replacement order directly to her. The opener is working and connected, with the exception of the wall control, 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.

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 ************************************
Initial Complaint
Date:04/14/2023
Type:Product 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.
Job #******** - ******** Rep ************************* came out to discuss project of purchase of windows for home. $1373.77 was required from me for payment and $12,000 financed. Appt initially set for measurement of windows on April 20th. March 28th emailed **** for earlier date. **** sent email same day to ******************************* return call. March 30th emailed both **** and ****** asking again about reschedule. **** AGAIN sent request to ****** . The request from him to her was ended with "?!?" . Response from me felt chasing HD people down for a business I was bringing them. March 31st ****** responded with apology - OOO personal. April 6th was day for reschedule. Agreed but have to be after 12:00pm as had previous appt. Appt set from ****. I was told to remove blinds/curtains. Inside house was exposed from streets. April 6th NO ONE showed up. At 2:21 pm (past time of appt) emailed ********************** and a *************** asking where consultant was. **** responded would check. Had already called corporate office and spoke with ****. Informed me ******* was consultant who should have shown up; he would call me as to reason for noshow but call her back at 5:30 if no call. At 5:40pm I AGAIN email **** and asked why no one has called me. Informed him I was to contact **** back at corporate which I did. She indicated would escalate up to district manager and also district manager boss. April 6th **** emailed me and said excuse was they didnt measure because of rain. No apologies whatsoever about not calling. I responded re: unprofessional and no faith windows would be handled and requested refund of monies and finance account opened be closed. No response. April 10 F/U - on status; **** said request put in for refund - would remind them. April 12th call placed to complaint ***** spoke with *****; transferred to an "****", "*******" and ended with **** (same person who was to escalate matter) gave me her direct number and said would call me. No calls to date.
Business Response
Date: 04/18/2023
April 18, 2023

Sent Via Email

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

RE: *******************************/BBB Complaint#: 19936616

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our **************** Team. The store management team has refunded the customer back to her original form of payment. The customer has been contacted and was advised to allow 5-7 business days for the funds to post back to her account. 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: # ********
Customer Answer
Date: 04/19/2023
I received a text from Shade from HD yesterday at 2:30pm letting me know installation had been cancelled and refund is in process. However she said a CHECK for the full refund would be MAILED and should receive in 2 weeks -- not deposited back in my account as HD has indicated in their response to you. I received a phone call from **** with HD Corporate and he apologized for what transpired and said there was no excuse for what happened and he planned to review this further. He also told me my full refund would be returned. I told him I would have preferred it directly deposited same day as they took my funds initially but I would look for check in mail. I also told him about the credit card opened and that I was told by *** in customer care that it is now closed and he was to send me a confirmation that I did not receive. **** *************) told me he would check to be sure that it had been taken care of but if I was told it was closed then that should be confirmation. I then received a call from a **** *************) from HD. He said he was following up on what happened. He explained he didnt know anything about it until he got back in office from family matter so was out of office. We again went over things and he gave his comments about how many happy customers they had. Then he proceeded to tell me that even though nothing had transpired with HD a 10% is charged from monies client put down and there was nothing he could do about that. To me that was clearly a non-accountable attitude because his comment well I had to to be out to take care of my family. I told him I understood that but the accountability was HD not handling it properly and clearly not wanting to acknowledge the ball was dropped. **** acknowledged this but ****'s phone call was a waste of my time and very defensive. I quickly informed **** that I had already spoken with **** and I had an text that the full amount of my monies would be returned and if it was not then I would take immediate action. I was NOT going to drag this out any further. When I mentioned that he back peddled and said "oh you already talked to ****" and I said yes. BBB as Ive stated from the beginning I EXPECT HD TO HONOR their word and return my monies and close that credit card account. If this does not happen and I wait 2 weeks to receive a check that is not the full amount of my monies I will seek legal counsel.
Business Response
Date: 04/27/2023
April 27, 2023

Sent Via Email

Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************;
North Tower, Suite 900
*******, ** 30303

RE: *******************************/BBB Complaint#: 19936616

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

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

To ensure this matter is addressed by the appropriate parties, we escalated the customers concerns to our Home Service Team. The Home Service team has refunded the customer back to her original form of payment which was check. Its been confirmed that the customer Home ********************** Consumer Card has been closed. The customer has been contacted and was advised to allow **** business days for the mailed check to arrive. 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: # ********

Customer Answer
Date: 04/27/2023

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:04/14/2023
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.
On 5/14/2022, we received an HV** service by the Home Depot #**** (*********************************************************) in the amount of $13,000. HomeComfortUSA.com, a Home Depot service provider, was sent to fix a leakage in the ** duct system that causes water to drip from the attic through the ceiling to the rooms below. This leakage was not fixed and HomeComfortUSA.com also covered our home security system in the attic with a layer of blown-in insulation causing it to excessively overheat, which could have turned into a house fire had it not been discovered by us. After unsuccessful attempts to ask HomeComfortUSA.com to come back to fix the issues, we contacted the Home Depot ********* ******** *******************************, on 6/16/2022. **************** asked us to give her one more chance to make it right, which we agreed to. However, after a second HomeComfortUSA.com visit, we still experience the same leaks. At this point, we sent Home Depot a letter to dispute the loan, which we financed the service under, in accordance with Home Depot written policy for unsatisfactory services. A Case Number ******** was issued. We notified Home Depot #**** ********* Department Supervisor, ***************************, on 6/28/2022 and she agreed to work on a refund of our loan. However, on 8/31/2022 the Home Depot District Service ******** Ms. *************************** *************) contacted us refusing to honor the refund promised by ********************. **************** wanted us to let HomeComfortUSA.com to come out to rework the issues with the presence of a Home Depot store manager to ensure the quality, which we later agreed to. That was the last time that we have heard from **************** as we tried many times unsuccessfully to reach her to schedule the rework. We would like to respectfully ask BBB to help to resolve this issue. If Home Depot does not want to fix the incomplete job, we would like to request a cancellation of our loan (Account # *************************************** and get a refund of what we have paid on this loan.
Business Response
Date: 04/24/2023
April 24, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

RE: *************************/ BBB Compliant # ********
Dear **************,

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called and spoke with ****************************** regarding order #H0615-243600 on April 24th. At this time, ***************** agreed to contact us once the weather permits to access the unit.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************).

With that being said, we have addressed the customers concerns and consider this matter resolved.

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

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 04/27/2023
Dear BBB,
We agree to Home Depot's response that they will have their contractor, HomeComfortUSA.com, to come out and rework our HVAC system. However, since an appointment is still yet being scheduled and therefore the issue is not yet fixed, we would like to respectfully request that our case with BBB to remain open until the rework is completed with no more issues.
Respectfully,
*************************
Business Response
Date: 05/24/2023
May 23, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

RE: *************************/ BBB Compliant # ********
Dear **************,

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called and spoke with ****************************** regarding order #H0615-243600 on April 24th. At this time, ***************** agreed to contact us once the weather permits to access the unit.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************).

We will continue to monitor this the progress of this matter until we reach a final resolution.
Please know that it is The Home Depots goal to satisfy all our customers with the products and services that we provide. The Home Depot values its customers patronage and looks forward to servicing their future home improvement needs. Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32241509

...
Customer Answer
Date: 05/30/2023
Dear BBB,

We agree to Home Depot's response that they will have their contractor, HomeComfortUSA.com, to come out and rework our HVAC system. However, since an appointment for this rework has not yet been scheduled and therefore the issue is not yet fixed, we would like to respectfully request that our case with BBB to remain open until the rework is completed with no more issues.

Respectfully,
*************************
Business Response
Date: 06/28/2023
June 27, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called and spoke with ****************************** regarding order #H0615-243600 on June 27th. At this time, ***************** agreed to contact us mid-July or the first week of August to access the unit. .

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ ************************).

We will continue to monitor this the progress of this matter until we reach a final resolution.

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

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 06/30/2023
Dear BBB,

We agree to Home Depot's response that they will have their contractor, HomeComfortUSA.com, to come out and rework our HVAC system. However, since an appointment for this rework has not yet been scheduled and therefore the issue is not yet fixed, we would like to respectfully request that our case with BBB to remain open until the rework is completed with no more issues.

Respectfully,
*************************
Business Response
Date: 07/25/2023
uly 25, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
************************************************************************************************

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called and spoke with ****************************** regarding order #H0615-243600 on June 27th. At this time, ***************** agreed to contact us directly mid-July or the first week of August to schedule an appointment to access the unit. .

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ ************************).

We will continue to monitor this the progress of this matter until we reach a final resolution.

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

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 07/28/2023
Dear BBB,
We agree to Home Depot's response that they will have their contractor, HomeComfortUSA.com, to come out and rework our HVAC system. However, since an appointment for this rework has not yet been scheduled and therefore the issue is not yet fixed, we would like to respectfully request that our case with BBB to remain open until the rework is completed with no more issues.
Respectfully,
*************************
Business Response
Date: 08/04/2023
August 2, 2023
Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************************** 30303

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation called and spoke with ****************************** regarding order #H0615-243600 on June 27th. While speaking with her, she stated that she would call us directly to schedule an appointment to access the unit. At this time, ***************** hasnt given our service provider a call with her availability to schedule a service call.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (Koier @ ************************).

With that being said, we consider this matter resolved due to no communication from the customer.

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

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32241509

Best Regards,

*************************;
The Home Depot
Executive Escalations Specialist
Phone: **********************
Fax: **************
Office Hours:

Customer Answer
Date: 08/04/2023
Dear BBB,
We agree to Home Depot's response that they will have their contractor, HomeComfortUSA.com, to come out and rework our HVAC system. As written in **************** ******* July 25 response, "***************** agreed to contact us mid-July or the first week of August to access the unit", we contacted Home Depot contractor on August 2 to schedule a rework appointment on August 14, 2023.
However, since this rework has not yet been started and therefore the issue is not yet fixed, we would like to respectfully request that our case with BBB to remain open until the rework is completed with no more issues.
Respectfully,
*************************

Business Response
Date: 09/06/2023
September 5, 2023

Sent Via Email
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
****************************************************************************************** 30303

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience you may have experienced regarding your HVAC installation.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Escalation received a call from **************** stated that his unit was repaired and serviced on August 16, 2023. At this time, there are no open service issues.

If any additional assistance is needed, please advise the customer to contact the agent who reached out to them (***** @ ************************).

With that being said, we 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,
*********************
Executive Escalations
Phone: ***********************
Case: 32241509

Best Regards,

************** *****
The Home Depot
Executive Escalations Specialist
Phone: **********************
Fax: **************
Office Hours:
Monday Friday 9:00 AM 6:00 PM

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Business Response

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Business Response

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Business Response

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Complaint statuses

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Business Response

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Complaint statuses

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Business Response

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