Business Profile

Building Materials

The Home Depot

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

12,112 total complaints in the last 3 years.
3,506 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:02/14/2023
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.
Hello, I purchased a refrigerator from Home Depot on January 10th, 2023. The refrigerator was delivered on January 25th, 2023. On February 14th, 2023, the freezer stopped working. We have had the refrigerator for three weeks and Home Depot is refusing to replace the refrigerator or give us a refund. I do not want the item serviced, and then six months down the road or a year the item breaks again and my warranty will be void and I will be out the money and have to buy a new one. Please help!
Business Response
Date: 02/28/2023
February 28, 2023

Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************

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

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

We acknowledge the receipt of your BBB notice dated February 25, 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 Online Resolutions team have informed:

Action(s) Taken              02/16/2023
             No further action is needed,closing case.
             We sent an email to the customer that included the order information and delivery date of 03/15/2023.
             We placed a no cost replacement for the customer, ************.
             We spoke with ELUX, and they rejected the customers buyout request.

With that being said, The Home Depot considers this matter is 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 customerspatronage and looks forward to servicing their future home improvement needs.Please contact me if you have any questions.

Sincerely,

******************
Executive Escalations
Phone:***********************
Fax:************
SF:31585305
Initial Complaint
Date:02/14/2023
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.
In 2018 we purchased an ** range from Home Depot in **********, ** and bought the 5 year protection plan. In December, 2022 the entire glass shattered on the oven door making it impossible to use. We called and they sent out a tech. The serial# on the inside of the oven was illegible, to no fault of ours. Since they couldn't read the serial#, they said they were unable to fix it. After several phone calls and attempts, I found the # on the manual and called to give it to them. They did not return my phone calls and when I called again I was told that they a supervisor would be calling me. Since this issue was going on for over 2 months, we had to purchase a NEW range simply because I did not have an oven at this point. I called again last week and was told that another supervisor would be calling to resolve this issue. Today, the supervisor finally called only to tell us that they are standing by their denial of the claim. Why did we pay all that money for a 5 year protection plan when Home Depot will do nothing about the problem?? This is outrageous and we are seeking help for trying to receive a buy out payment since the illegible serial# was not our fault in the first place! Can you please help? Thank you
Business Response
Date: 02/20/2023
2/20/2023

Sent Via Email

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

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

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

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

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Home Depot Online Executive agent assigned to our customers case partners with Asurion to address customers concern with the damaged appliance. Asurion has issued a check in the amount of $1495.54 and Ecard in the amount of $39.59 to the customer.Customer will receive funds within 3-5 business days.

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:02/14/2023
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.
We ordered windows for our rental house last year in October. To this date we have partial installment only And incorrect windows. The company does not respond to multiple phone calls or emails. We have been given many dates to return and correct the missing and incorrect windows without follow through.The unreplaced/damaged window allows cold air to enter the house causing high heating bills. This house is an Airbnb and we have lost potential revenue waiting for Home Depot to complete this job.We have also been paying for these windows while nothing is being done.Please help us resolve this matter. It appears Home Depot does not respect us as a repeat customer this is our 2nd full house window replacement.***Please see picturesAll windows are to open.and the far right is still Not replaced.
Business Response
Date: 03/01/2023
March 1, 2023

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

RE: *******************************/BBB Complaint#: 19402888

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

We acknowledge the receipt of the BBB CASE#: 19402888

On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to a shopping experience with our company.

The Home Depot is in the process of reviewing this case. In an effort to provide the proper resolution, we respectfully request additional time to research this case. We are currently waiting for confirmation from our business partners regarding next steps to resolve our customers complaint concerns. Once a decision is reached by our business partners, we will provide an update on resolution. Please understand that The Home Depot does not consider this matter resolved and will respond within the next 10 business days.

With that being said, we are still in the process of addressing our customers complaint.

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: 31585188

Customer Answer
Date: 03/03/2023
We will wait for Home Depot to continue their research and hopefully we can reach a resolution quickly thank you
******* and ********************;
Business Response
Date: 03/27/2023
March 27, 2023

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

RE: ******************************* / BBB CASE#: 19402888

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

We acknowledge the receipt of the BBB CASE#: 19402888

On behalf of The Home Depot, I apologize for any inconveniences experienced, as it relates to shopping with our company.

The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The Service has been completed. The 1 missing screen is being shipped directly to the customer.

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,
********************
Executive Escalations
Phone: ***********************
Case: ********
Customer Answer
Date: 03/28/2023
Home Depot was to install windows the 28th of October.
they were finished in the middle of March. Meanwhile from the order date to installation we lost a year the interest free financing we were promisednow the windows are still missing a screen, which is not the point of this complaint, but emphasizes that this situation continues. Our original request still stands, we believe compensation is an acceptable option for this case.
Initial Complaint
Date:02/14/2023
Type:Sales and Advertising 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.
Did not properly verify information
Business Response
Date: 02/20/2023

February 20, 2023

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

Dear ***************

We acknowledge the receipt of the BBB Case # BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their Home Depot consumer credit account.
Citibank (South Dakota), NA is the financial organization managing all Home Depot credit accounts. As a result, we have forwarded the complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by ********, Mr. ************************************ will receive a response directly from them.
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 do not hesitate to contact me if you have any questions.

Sincerely,

***************************
Executive Escalation Team
Phone: ***********************
Reference No. 31580725
Initial Complaint
Date:02/14/2023
Type:Order 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 was expecting $200 back on my bank account and I never received it. Please proceed with the refund. Thank you.
Business Response
Date: 03/15/2023
March 15, 2023

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

RE: *************************** / BBB Case #: 19401232

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

We acknowledge the receipt of the BBB Case #: 19401232.

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

The Home Depot has reviewed this case and offers the following resolution. The Home Depot partnered with the management team at store # ****, who advised that the $200.00 charge was voided and refunded 18 minutes after the original charge. The store stated the refund could take up to 3 business days to reflect on their account, and reached out to confirm with the customer but did not get a response. The store also provided the attached receipts showing the original charge and refund.

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

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

Sincerely,

Monti W.
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ***********************
F: ************
Case #: 31580337
Initial Complaint
Date:02/14/2023
Type:Sales and Advertising 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.
Good evening,Home Depot still has not delivered the items that they had promised to me regarding hardware, and I need someone to call me to assist me with one of their store because the people in store are rude and arrogant, etc. Thanks!Best,
Business Response
Date: 03/01/2023
March 1, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their order status.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding her order. The Home Depot has contacted our customer our customer to confirm order details and have been unsuccessful at receiving details. The Home Depot considers this matter resolved and will reopen when details have been recived.
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,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********
Initial Complaint
Date:02/13/2023
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.
I researched and chatted multiple times with HomeDepot reps online before I placed my order on 01/25/23 and I was assured that as long as I bought (1 of 2) the Washer or Dryer before March 1st, I wouldnt have a problem purchasing the remaining Washer or Dryer before March 1st to complete the set. I took that information to heart and purchased the Washer (Order #WB36839584 $798.00) on 01/25/23 and here it is, less than 3 weeks later and well before March 1st as I was instructed, now that I am ready to purchase the Dryer to complete the set, HomeDepot is now telling me they do not have the Dryer; they dont have an ETA on when they will have the Dryer; they will not give me my money back knowing I was buying a set but leaving me with (1) out of (2); declined to give me any type of Rain-Check or advance order option to purchase the Dryer once HomeDepot has it in stock; when I asked about credit/trade-up credit HomeDepot pass the buck back to ******* and stated that ******* will not give a refund or credit; and keeping in mind that I did not have a contract with *******, I had a purchasing contract with HomeDepot. These actions all indicate simple OnLine Fraud and should be investigated by the BBB as well as other federal agencies such as FTC, etc. How can you honestly take customers money, selling him/her (1) of an appliance set, assuring the customer they can come back and purchase the (1) remaining item to complete the set but then, tell the customer you didnt mean anything that was previously said and Im just screwed out of $798.00. That is FRUAD!!!
Business Response
Date: 02/24/2023
February 24, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his appliance order. The Home Depot has contacted our customer and was advised he did not want to be contacted directly. The Home Depot has investigated the claims and information provided via chat and has no record of customer being advised of price being held for purchase of his additional appliance. 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,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********

Customer Answer
Date: 02/28/2023

Complaint: 19399336

I am rejecting this response because:

Sincerely,

*************************
The response given is a total straight out False lie. The representative that called me first acted like she was interested in getting my side of the complaint but, after I told her that now I am stuck with a un-matching set of appliances, she started telling me Home Depots policy and that there was no way a representative that I spoke to from Home Depot would have ever told me that. The conversation took a sudden change when I told her that I had proof where I had copies of the chats, telephone records of when I called and verified details of being able to get the dryer, etc. She then suddenly ran out of Policy words to state to me because she knew I had proof. She then stated that since I had proof, she would have to do further investigations and would get back to me ASAP. Please note that she did not ask me any Home Deport persons names that I spoke with, she didnt ask me when I spoke to these reps,nor did she ask when did I speak to any Home Depot reps about the Washer and Dryers. At that point is when I started assuming she was going to falsify this complaint and here we are!!!!

This representative is lying and I have written,typed and actual phone records to back up my claim. I guarantee the BBB.org that the Home Depot rep ****** have any of that. As a matter of fact, Please ask her why didnt she get or call me back like she stated she would when investigating my claim?

Business Response
Date: 03/07/2023
March 7, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their appliance order.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ****************** regarding his appliance order. The Home Depot has contacted our customer and was advised he did not want to be contacted directly. As previously stated, The Home Depot has investigated the claims and information provided via chat and has no record of customer being advised of price being held for purchase of his additional appliance. 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,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
** Case# ********
Initial Complaint
Date:02/13/2023
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 went to the Home Depot located at ****************************************************** **** . I returned a damaged lawn mower today. There were five employees working in customer **********************, but only 1 was actually working. One guy spent the whole time talking to two woman that were holding flowers, I'm guessing family or friends. It's great that you have visitors while you work, but how about paying attention to the customers that are waiting first. When I finally got helped, *** was an rude. I told him the wheel cracked. He looked around at it and said "I don't see a broken wheel." I had to lift the thing out and show it to him. He never said sorry, and when the receipt printed he just handed it to me as if I wasn't even there and he wanted to get back to s******* around. After this, I still tried to purchase 8 storage bins. In self checkout, as I was about to pay, the two woman working self check out confronted me and accused me of not ringing in all 8. When I took the screen back to show that I had in fact rang in all 8, they both still gave me grief, saying "well it looked like you didn't" How about just saying you are sorry. Both women kept laughing and apparently couldn't tell that I felt extremely embarrassed that they had accused me of this in front of other customers. When I told them I was upset they still kept laughing. So I left without purchasing anything. When I was walking away they both kept yelling at me "Have a nice day." This was a blatant attempt to embarrass me even further. I called and spoke with store manager *************************, and he completely dismissive. I want to speak with someone on the phone that is in above store management. The lawnmower I returned had a full tank of gas that I paid for and I need to be reimbursed for that.
Business Response
Date: 03/06/2023
March 6,2023

Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their store experience.

The Home Depot has carefully reviewed all information pertaining to this matter and we have spoken to our customer at length, several times. Our customer has refused all attempts to resolve the matter. Today, we received new information from our customer, therefore the matter has been referred to our HR and Legal teams. With that said, The Home Depot considers this matter resolved.

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

Best Regards,

**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********
Customer Answer
Date: 03/06/2023

Complaint: 19398997

I am rejecting this response because:
***** is making me dizzy with her spin of this situation. I spoke with store manager **** last week and he told me that he had done a thorough investigation and the appropriate actions had been taken. A few days later I spoke with District Manager ******** and he told me that no investigation had been done yet because he was waiting to hear back from me before doing so. Someone is lying to me. When I spoke with *****, she told me they were still investigating but that they could not disclose the findings do to Federal Law. She could not cite the Federal Law she was referring to when I inquired. When ***** and I first spoke I informed her that I expected the termination of the two employees who harassed me. She told me she understood. Unfortunately, Home Depot failed to meet this requirement. My experience with Home Depot in ********* is that employees treating customers like trash is acceptable. I have had multiple problems in multiple locations and Home Depot has done nothing to fix any of those matters. You guys lost a life time customer.
Sincerely,

*************************
Business Response
Date: 03/07/2023
March 7,2023

Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303

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

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

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

On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their store experience.

The Home Depot has carefully reviewed all information pertaining to this matter and we have spoken to our customer several times. Our customer has refused all attempts to resolve the matter. Today, we received new information from our customer, therefore the matter has been referred to our HR and Legal teams. As previously stated, The Home Depot 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.

Best Regards,

**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax: **************
Case: ********
Customer Answer
Date: 03/08/2023

Complaint: 19398997

I am rejecting this response because:
This was not an inconvenience. I was harassed and abused verbally by two employees. I was accused of a crime, and even after I proved my innocence to the employees, they still continued to harass and abuse me. Home Depot has failed to take any action against the employees and ***** is only concerned with covering up the behavior of the employees. This is disgusting behavior that is standard at all Home Depot's I have gone to in the ********* area.

Sincerely,

*************************
Initial Complaint
Date:02/13/2023
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Order #WE14481957 I have an issue with this order Order #WE14481957. I have received nothing in this order. I have contacted them and their customer ********************** is beyond disgusting and useless. And their products are never on sale. I just came back from vacation and I explained the situation to them saying I never signed for any of the packages. And they were completely refusing to help me and acting annoyed and acting like its my fault. Their customer ********************** is worse than cancer. I wouldve never ordered if I knew about this type of service. And Im filing this complaint in order to expresses my experience and spread awareness. And Im still yet to receive my refund for the order. Thank you.
Business Response
Date: 02/24/2023
February 24, 2023

Sent Via ************************************************************* Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of the BBB Case ID # ********
On behalf of the Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their online delivery.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************ regarding his order. The Home Depot has contacted our customer and has agreed to process a refund as a one-time courtesy. 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,

*************************
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********

Customer Answer
Date: 02/24/2023

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:02/13/2023
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.
Three main points to address attached letter 1. We purchased the house back in Nov 2015 Home Depot transferred the warranty & combined both job numbers for 20 year warranty.2. Mold forms from moisture & when seals crack on windows moisture forms. It is not environmental as you mentioned. Broken seals are causing the *************** & is a covered labor warranty issue.3. The customer gesture had nothing to do with the installers fixing caulking issues. They were ready to take out the front room window when they came in Nov 2022 & we told them to stop, wait until the other installers came in case of a problem. If we didnt tell the installer to stop we would have no window. We had to run after them to fix the caulk job that the destroyed. Not a customer gesture it's fixing a mess up that you did. I called Home Depot in April 2022 to have someone take a look at 3 windows under *************** came out early May to look at 3 windows which seals were broken. First guy that came said just dirt on 2 windows. The 3rd would definitely be replaced. We have pics. He put in for all 3. I called a few days later they approved the one front window. They needed more pics of other 2. Same guy came to replace the one approved & take new pics of 2. He did not have the one that was approved on truck. He remeasured. I called and *** said all 3 will be replaced. Crew came had one of the bath windows not the other 2 so measured again. They installed the one-bath & remeasured 2. Two months pass, sent the same crew out to replace the 2. One guy showed up early ,started to take off the caulk from the one window. We told him to wait just in case problems. NO windows-wrong sizes. Resubmitted the sizes & 3 weeks pass. I get a letter stating the warranty expired. From April to Nov, I got bounced around & lied to. They replaced one out of the 3 windows which were all under the same warranty. We had windows replaced in 2016, 17 &18. There was no expiration date when the warranty expired.
Business Response
Date: 02/14/2023
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 Exterior Team have reviewed the customer's complaint and provided the following findings. The Home Depot Exterior Team have determined that the windows were sold to the previous homeowner, *******************. The warranty transferal process was not executed. As a customer gesture, the installers fixed some caulking issues. Unfortunately, mold, if indeed it is mold would most likely be environmental. The windows are no longer covered under warranty and mold would not have been a covered labor warranty issue. 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 ************************************
Customer Answer
Date: 02/15/2023
Good Evening *****************************,
******* never called, just sent an email. I called and emailed asking for her to call me numerous times and was ignored and that is why I sent the BBB this letter and information. ****************, if you read my summary that was attached originally and will re-attached, you will see that Home Depot sent out their installer to measure 3 windows last year 2022. There are three windows where the ***** are broken, water is getting in, air is getting in and moisture is forming as well as mold which the first installer noted and took pictures and agreed it was from the broken seals as did the 2nd installer that came later on that year and both stated it was a warranty issue. When the seals are broken it is a warranty issue. I do not know where ******* is getting her information. When ******* states " As a customer gesture the installers fixed some caulking issues." is not being explained by her. Again my letter states why they fixed the caulk. As my husband & I waited for the installers that day in Nov. 2022 to install 2 windows, one installer came early and wanted to take the front window down to save some time so when the other installers came it would go smooth and fast. We asked him to stop just in case the windows that were on order and being delivered that day would possibly not be on the truck. He stopped. By then, he removed all the caulk that was around the window which also compromised the structure of the window. The installers came for a 3rd time and had windows but not our windows. They remeasured and were on their way. I had to run after them to tell them to re-caulk that window that they decided to take the caulk off. It was not a gesture. They caused the problem, they removed the caulk. and it was their responsibility to fix the damage they caused, not a customer gesture. No one is listening to us and we want to get our story out. The installers came to our house 3 times to measure the windows. They first came in May 2022 to measure. They had to come out again and send someone else in June to re-measure because the 1st installer got the measurements mixed up. When they came in August 2022 (3rd time now) they had one of the bathroom windows and replaced that window in August of 2022. Now if the windows were not under warranty, why did they come to measure them in May 2022, June 2022, replace & install one in August 2022 and also replaced windows here in 2017 and 2018 when we were living here. We do not know what is going on...if they ordered the windows and they were misplaced and do not want to reorder new ones because it will cost them but they did replace one of the three that they measured here and this all started in April when I called to have their installers come to measure the 3 windows. The one installer came in May 2022, then another in June 2022 to install the 3 windows but did not have the correct sizes for the 3 windows so they re-measured them and then in August 2022 they came and had one window , replaced the one and re-measured the other 2 again and in Nov. 2022 came back again to install the other 2 windows which they did not have again and re-measured for a 4th time and within a week we received a letter stating the windows are not under warranty. So please explain to us why did they indeed replace one of the 3 windows and installers came on four different occasions to measure and re-measure the windows and replace one if the warranty was expired? Please read my letter and I will attach it again . Please have ******* read the letter as well. We do not believe ***, from Home Depot at the installation department is not telling you the entire story.
Business Response
Date: 03/13/2023
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 Exterior Team have reviewed the customer's complaint and have respectfully denied her request via formal denial letter. 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 ************************************
Customer Answer
Date: 03/13/2023

Complaint: 19397576

I am rejecting this response because:
I feel like I am talking to the wall.
I will send the attached letter again explaining the whole story.
But in short, Why is it that Home Depot came to our house last year on numerous occasions to measure windows that needed to be replaced due to broken seals ?
And they replaced one out of the three windows. No one is looking into this to see why I am explaining to you that these windows are under warranty and the fact that they were measured wrong and then ordered and misplaced that Home Depot does not want to honor the warranty.
I left numerous messages with ******* as well as emails and have not heard from her.

Please read the attached letter that was sent to BBB.
Home Depot came here on numerous occasions to measure and replace windows.
In fact 1 of the 3 windows was actually replaced.
******* is ignoring the attached letter explaining everything and that we are looking to have the 2 other windows replaced due to it having broken seals which is a covered warranty issue.
Sincerely,

*************************
Business Response
Date: 03/20/2023
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 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 Exterior Team have reviewed the customer's rebuttal complaint and advised that it was determined that the windows were sold to the previous homeowner, *******************. The warranty for the windows belong to the original purchaser and unfortunately, since the warranty transferal process was not executed this warranty was not transfer to ****************. As a customer ********************** gesture, the installers and field team fixed some caulking issues and assisted with other maintenance concerns.. The windows are no longer covered under warranty for replacement or repair. 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 ************************************
Customer Answer
Date: 03/22/2023

Complaint: 19397576

I am rejecting this response because:
I am sending the same information to you and you are ignoring it. You came in 2018 and 2019 and replaced 3 windows that were under warranty. You came last year on numerous occasions to measure and place an order on the 3 windows that are in question that all having broken seals which is a warranty issue. You replaced one of the 3 windows (one large window in the bathroom) last year. Your guy was ready to take out the front window in Nov. 2022 and we told him to stop and wait until the other guys came in case the window wasn't on the truck and it wasn't on the truck. You keep saying a "customer ********************** gesture" & "maintenance concerns". You were ready to pull the window from the frame of the house to replace it. Your guy removed the caulk.....If we didn't stop you, there would have been no window and a gaping hole in my front house. So your guy had to fix the mess up he did. It was not a gesture/maintenance.
So to *******: WHY did you come last year on numerous occasions to measure and place orders on these windows if there are not under warranty ??
Why did you actually replace one very large window in our bathroom last year if it was not under warranty.
You are ignoring my response and stating the same lies over and over.
*******, please answer 2 questions :
1. Why did your guys come on numerous occasions to measure and place orders on these windows if there are not under warranty ??
2. Why was my large bathroom window replace by your team last summer 2022 ??
And BTW, I have left numerous messages for ******* and her associate as well as emails and NO ONE has replied or responded. Please stop saying you reached out to me because you have not.

Sincerely,

*************************

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