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.
- 2,511 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:01/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I've signed a contract for Kitchen Cabinet Refacing, with The Home Depot, **** located at *************************************************. Home Depot hired a third party company to perform the job. The company started the job on October 4, 2022, however, the job has never been completed. The job is unpolished and the material used to perform the job is inferior to the original material that was chosen.-The cabinet doors are not installed properly; the wrong hinges are used to install all doors, therefore the doors cannot closed fully.-Three out of four cabinet drawers were not installed. The door to the only cabinet drawer installed, has already fallen off -The material applied on some parts of the cabinet surface were measured/sized incorrectly; therefore part of the cabinets are exposed. The company attempted to fix this by applying caulking around the surface and corner of the cabinet -The molding for and around the top of the cabinets were partially applied. At most, the molding was left untouched -The cabinet ordered for placement of the microwave, is installed too high _The corner of the cabinets are were not "filed" properly, leaving sharp edges causing cuts and abrasion on some parts of my hand Twice, I've had someone reach out and promised to resolve the issues, but nothing has been done. I've made several attempts to reach a contact person/manager, but now my calls remains unanswered. The total amount of the job is approximately $13,000, for which I am and must continue to pay the credit card company. RE: Job Order 889-3310101 Order # H1221-209017 Project #********
Business Response
Date: 01/26/2023
January 26, 2023
Attn:***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******,** 30303
RE: *********************** / BBB Case #********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their purchase.
Home Depots Online Executive Team has carefully reviewed all information pertaining to this matter and has been in contact with our customer. We have since learned that prior to this complaint our customer had filed suit in December. Therefore, we consider this BBB complaint closed and the matter will continue to be addressed by our legal 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 if you have any questions.
Best Regards,
**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********Initial Complaint
Date:01/12/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On Jan 4, 2023 I placed an order with Home Depot online. Some items were in store and some were ship to store. That being said days later associates from Home Depot called, emailed, and text me until the 11th of January started on a daily basis. I asked why would I pick up a partial order? Why pick up paint with no paint brush, why pick up any of the items until the order is complete. Why am I getting badger calls, emails, and texts when my order isn't finished? I ordered online expecting that when my order was complete, I would pick it up. I never planned to be threatened my order I paid for would be cancelled prior to being complete. Does this make perfect sense or am I wrong? Why would I drive to the store daily to pick up a partial order? That's counter productive! And I do not appreciate being called, emailed, and sent messages regarding an order that isnt fulfilled. Especially when your associates threaten to cancel an order I paid in full. That's bullshit!You need to fix it! I'm certain I'm not alone.Business Response
Date: 01/13/2023
01/13/2023
Sent Via Email??
Attn:Ms. *****************;
Customer Experience Specialist??
**********************??
Serving Metro Atlanta, ****** & Northeast *******???
235 ********************************* Tower, Suite 900??
*******,** 30303??
RE: ***************************/BBB Case # ********
?Dear **************:????
?We acknowledge the receipt of the BBB Case # ********.
On behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced with his online order.?
The Home Depot has carefully reviewed and investigated this matter, and our online team has spoken to the customer regarding the online order pick up process. The associate will provide the customers feedback to the store manager as well. The customer was also issued a ********************** gift card.
The Home Depot considers this case closed.?
Please know that it is The Home Depots goal to satisfy all of our customers with the products and services that we provide. The Home Depot values its 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,??
******* Clay
Executive Escalations???
Phone:***********************??
Fax:************??
Reference Number: 31251295Initial Complaint
Date:01/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We took our riding lawn mower to Home Depot to be fixed in august 2022. We have called and gone to Home Depot since then and we still do not have our mower back. Last time we went up there they said they were waiting for it to be returned back to them. We have no physically seen our mower since we dropped it off. Theres been no phone calls from them with any type of updates about anything. We took it up there for the deck of the mower to be fixed. I have a feeling they dont have our mower at all.Business Response
Date: 01/19/2023
January 19, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: ***************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated January 10, 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 local Home Depot store provided a unit replacement for our customer. The matter has been resolved.
With that being said, The Home Depot considers the customers concerns met, and 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:************
**:31244480Customer Answer
Date: 01/19/2023
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:01/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a kitchen remodel through Home Depot. I purchased the supplies and labor in full at the beginning. I will have to summarize as this went on a long time with lots issues. Jan 26 measurements/estimate was given and paid for mid Feb 2022. My cabinets were Kraftmaid and were delivered in April. Then that is when things go bad. Home Depot uses a company called Crew2. I was supposed to call them when they were delivered to have them unbox-inspect them. I called several times trying to get this arranged. My **** ******* would never answer/take my call/call me back. I by accident called the wrong extension one time and got a person who sent him a message and ccd his supervisor because of my frustration. He then called me back right away and someone came out the next day. They found several things that needed to be reordered because the were damaged. He emailed me the list. I still have the email. But not all of them were in fact ordered. Someone decided they could fix some on-site. So then we waited again for these replacements. And had to arrange another delivery again and again.They told me I could just inspect them. Again damaged stuff and this is when I realized not everything had really been order. This contd several times. My issue was not that they were being damaged during delivery they were packaged and sent to me damaged to begin with. Some were warped, glue all over the side, one piece was cut too short so it came apart. So Kraftmaid contd to keep sending damaged stuff. Home Depot had been made aware and in June someone called me trying to make things right. Well he got involved and made promises to coordinate things while I left the country since things had fallen apart. He was moved stores and nothing had been followed through on. Things cont. to be delivered poor quality I gave up. My kitchen had been torn up no water for so long and told them just to install what we had. Finished Dec2022. I want the money back for my cabinets. $9,000.Business Response
Date: 01/30/2023
January 30, 2023
Attn:***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ***************************************************************************************************
RE: ***************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated January 12, 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 Home Services team has completed the remodel and the customer made an agreement for compensation in the amount of $3500. The customer will receive the document within 2-3 days and after signature and return to the office, the field will issue the funds in the form of a check.
With that being said, The Home Depot considers the concerns met and 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:31244427Customer Answer
Date: 01/30/2023
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:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
MY BUSINESS (THE NORTHWOOD GROUP) WAS APPROVED FOR A COMMERCIAL ACCOUNT WITH HOME DEPOT ON 12/14/2022. ON THE APPROVAL DOCUMENT IT STATES THAT MY BUSINESS WOULD BE ABLE TO PURCHASE GIFT CARDS ONCE THE PERMANENT CARD(S) WERE RECEIVED. I TRIED TO PURCHASE GIFT CARDS FOR MY EMPLOYEES TO NO AVAIL. IVE CALLED HOME DEPOT/CITI BANK SEVERAL TIMES EXPLAINING TO THEM THE ***** ON MY ACCOUNT. THEY STATED TO ME MY ACCOUNT DOES NOT HAVE ACCESS TO PURCHASE GIFT CARDS. I TOLD THEM THE DOCUMENTATION THAT I HAD DIRECTLY FROM THEM STATING OTHERWISE AND I WAS ADVISED TO FAX OVER A COPY OF THE APPROVAL LETTER THAT STATES WHAT I WAS TOLD ON THE LETTER. I FAX THAT LETTER ON 12/28/2022 AND RECEIVED A LETTER FROM HOME DEPOT TO CALL. I CALLED TODAY ON 1/11/2023 AND THEY ARE STILL STATING THAT MY ACCOUNT DOESNT ALLOW THAT FEATURE WHICH WOULD BE FALSE ADVERTISEMENT AND A VIOLATION OF MY CONSUMER RIGHTS AS A BUSINESS OWNER.Business Response
Date: 02/07/2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 *********************************************************************************************************;
RE: *****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated January 12, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the credit transaction with our company.
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 ********, **************** 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 contact me if you have any questions.
Sincerely,
********************
Executive Escalations
Phone: ***********************
Fax: ************
SF: *********Customer Answer
Date: 02/07/2023
Complaint: 18726119
I am rejecting this response because: No one is taking responsibility for this mishap. They keep passing it off to each other.
Sincerely,
*****************************Business Response
Date: 02/08/2023
February 8,2023
Attn: *****************;
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ******************************* Tower, Suite 900
*******, ** 30303
RE: *****************************/BBB Case # ********
Dear ***************,
We acknowledge the receipt of your BBB notice dated February 7, 2023, regarding the number referenced above.
On behalf of The Home Depot, I apologize for any inconvenience experienced regarding the credit transaction with our company.
As previously stated, 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 ********, **************** received a response directly from them. Home Depot does not have access to the bank's systems or processes.
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: *********Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The customer ********************** and experience that we have had with Home Depot online has been abysmal. To top it all off the experience we have had after contacting the BBB and finally getting in touch with someone at Home Depot has not been productive. We placed an order for a washer and dryer at the end of October to ultimately be told to cancel the order for our washed after waiting TWO months. We talked to someone at Home Depot almost weekly (only if we reached out). Even after being told every time we were on the phone that they would look into the problem and give a call back we never received a call back and never received outreach from the Home Depot. We have spent hours and hours on hold and on the phone with people at Home Depot and I have now spent timing trying to call the lady who is working to correct our issue and finally get a refund for the washer. The time, energy, lack of communication and ultimately failure to deliver an item has been extremely frustrating and ultimately the Home Depot would not let us return the dryer as we dont want to support their business. We need a refund, for our washer that was never delivered and for our dryer that we were forced to keep even knowing that Home Depot would now no longer be delivering the matching washer.Business Response
Date: 01/18/2023
January 18, 2023
Attn: ***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************
RE: *********************** / BBB Complaint #********
Dear **********,
On behalf of The Home Depot, I apologize for any inconvenience the customer may have experienced regarding their Appliance return.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. The washer has been refunded and the customer has been advised refund is available. 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.
Sincerely,
*************************
The Home Depot Executive Escalations
P: ********************
F: ************
Case: ********Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a washer / dryer set from this business on Nov. 7, 2022. They originally promised to install it on Nov. 15, 2022. They did not show up on that day, nor on the next scheduled day. They did bring the machine on Nov. 18th, but they did not complete the installation until Nov. 26th. So it wasn't until that date, that we were able to actually use the machine. We called on that Monday, Nov. 28, 2022 to say that the machine was faulty. They refused to acknowledge the date of the complete installation, citing the earlier date and claimed that we were calling too late to request a refund. They sent us to ***************** the manufacturer. GE has now been to our house to test the machine twice, again to replace its motor and then again with a replacement. We have found though, that even after all of this, this particularly machine is thoroughly defective and useless. We have asked GE as well for a refund and will also be filing a complaint against them. But it is Home Depot really who ought to refund our money.Business Response
Date: 01/26/2023
January 26, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: ********************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalations team has contacted the vendor who has provided the customer with a full refund and has agreed to pick-up the defective appliance. The customer was emailed with this update and was pleased with the outcome.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
We purchased a dishwasher on December 16,2022 and had it installed on Dec 22, 2022. After the first use, it leaked water all over our cabinet. We had to wait until after **** and they came to fix it December 30, 2022. One week later, had water coming out to our cabinets again. We called Thursday January 5, 2023. The ensures us a call back that day. No response. Called Friday, same thing. I emailed corporate Saturday and suddenly they can send someone same day to fix but really just turned off the water. They said they would come back next day with the missing part. They have not responded or ever called back. They refuse to refund our money or take back or come fix.Business Response
Date: 01/16/2023
January 16, 2023
Attn: ***********************, Customer Experience Specialist
********************** Serving Metro Atlanta,
****** & NE *******
235 Peachtree Street Suite 900
*******, ** 30303
Re: ******************************* /BBB Case # ********
Dear ***************,
We acknowledge the receipt of the Better Business Bureau Consumer Complaint# ********
On Behalf of the Home Depot, I apologize for any inconvenience our customer may have experienced regarding the purchase with our company.
The Home Depot has carefully reviewed all information pertaining to this matter. The Home Depots Online Escalation team verified from the customer of the installer repairing the leak. ************************* confirmed the dishwasher was run for multiple cycles performed by both installer and customer. Customer said the dishwasher was properly working and was pleased with the resolution.
Please know that it is the Home Depots goal to satisfy all our customers with the product and services that we provide. The Home Depot values it customers; patronage and looks forward to servicing their future home improvement needs.
Please contact me if you have any questions.
Sincerely,
************************************,
Home Depot Customer Care
Resolution Expeditor Executive Escalations
Phone ************************
Fax **************
SFCase: ********Initial Complaint
Date:01/11/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I offered a washer a dryer and when it arrived after the deleievry window and no communication the items were damaged and would not get credit for the damaged items so we had to wait for another week due to poor serivce oh I have pics and the employee even said his boss said to bring the damaged stuff I want compensation due to horrible serviceBusiness Response
Date: 01/23/2023
January 23, 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.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ******************** regarding his damaged appliance. The Home Depot has investigated this matter and has confirmed our customer has received an undamaged replacement appliance along with compensation. 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: 01/23/2023
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:01/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
A few years ago, THD/CITIBANK decreased my credit limit on a very longstanding account (over 20 years!) from $25,100 to $5,100 without notice or any apparent reason. I am a high income/high net worth individual with a perfect payment history and perfect credit. My credit scores are consistently at or close to 850. I have never made a late payment on my Home Depot, or any other, account. THD/Citibank is requiring that a "hard inquiry" be placed on my credit report in order to increase/restore the credit line, even though they are in possession of multiple recent credit reports obtained via "soft inquiries"."Hard Inquiries" are damaging to consumer credit reports as they lower credit scores. A "hard inquiry" is highly unnecessary, as THD/CBNA regularly conducts "account reviews" and pull "soft inquiries", which provide the same information as "hard inquiries". I have a longstanding account history with Citibank including two (2) CITI Mastercards with very high credit limits, that are also reviewed regularly. It's interesting to note that Citibank, and most other banks, only pull "soft inquiries" when their customers apply for credit limit increases. The Home Depot credit card is the only credit card I know of that requires a "hard inquiry" to increase or restore a credit line.THD/Citibank has failed to manage this longstanding account in a responsible manner. The credit line was $25,100 for over 20 years and never should have been reduced, especially to such a low level. There is NOBODY, accessible to me, in Citibank's Customer ********************** department who has the authority or interest in resolving this issue. I've spoken with so-called "managers" at Citibank who would rather see Home Depot lose large purchases to their competitors, than to restore the credit line without lowering my credit scores.Please escalate this issue to someone who has the authority and interest in resolving this for me AND for Home Depot. HD is losing large sales to competitors.Business Response
Date: 01/23/2023
January 23, 2023
Sent Via *********************************************************** Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************* Tower, Suite 900
*******, ** 30303
RE: *********************/ BBB Case # ********
Dear **************:
We acknowledge the receipt of the BBB ******************************* behalf of The Home Depot, I apologize for any inconvenience our customer may have experienced regarding their credit account.
The Home Depot has carefully reviewed and investigated this matter and offers the following in response to your concerns. We have forwarded the customers concern to Citibank (South Dakota), NA as they are the financial organization that manages all Home Depot credit accounts. At the conclusion of the review and investigation by ********, ********************* will receive a response directly from them within 10 business days.
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 Escalations
Phone: ***********************
Fax: ************
Reference Number: 31244017
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