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.
2,519 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:01/10/2023
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.
Been given the run around between Home Depot, *********** and Allstate which is where the warranty is. Received refrigerator on 12/28/22 , delivery company stated that it should start making ice within 24 hours, we called Home Depot on 12/31/22, due to still not making ice and now the refrigerator was making a knocking noise. Home Depot sent a tech from the ********* team, he advised us to get a replacement since it may be an internal issue too. Called Home Depot again and was advised that they would contact ** and have a tech from ** come instead, tech from ** called and said that hes not coming since someone already came, we advised him that the other tech didnt even touch the refrigerator. So, weve been calling Home Depot, ** and Allstate to get this resolved and still no resolution. Please help
Business Response
Date: 01/16/2023
January 16,2023

Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** 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 valued customer may have experienced regarding their Experience with our company.
Home Depot Online Team has set up service call with ************************ to address customer issued.
With that being said, ********************** has addressed the customers concern and 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 customerspatronage and looks forward to servicing their future home improvement needs.

************
The Home Depot Executive Escalations
SF-31232088
Customer Answer
Date: 01/17/2023

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,

***********************
Customer Answer
Date: 02/17/2023
To Whom It May *************************** class="apple-converted-space">

This complaint is about the crappy service weve been receiving from *** Please refer to the notes and responses that were made to Case # ********. The original complaint was made to Home Depot, where we had purchased our ** refrigerator. That issue was resolved with them and they are still trying to help us with this matter. When the last service man came to our home, he had ordered the parts he needed and they were mailed to our home. The technician was from A & E. He tried to make the repairs needed for our ice maker and the mother board. Apparently, there was a wiring issue and he told us on Jan. 18, 2023, that the refrigerator was unrepairable. We have been contacting ** once or twice a week to resolve this issue. Every time we call, and of course we get an offshore agent from *************** , who say that they are trying to help us, but its become one big s**** up. I call and get the same run around , that they havent received the information from A&E, that the refrigerator is unrepairable. I an agent on the line, and says that they cant find the information on our case. I tell them bye and call back and supposedly, the next agent tells me they found the info. A lot of the times when trying to call ** and supposedly the warranty department, you get hung up on, cause the agent has you on hold forever. One day I had to call 5 times in a row, because I kept getting disconnected. Overall, we are not happy with the service from ** and being giving the run around. I originally was going to ask for a replacement but that is no longer the case and I would like a full refund. This has been such a disappointing experience with *** All we wanted was the repairs to our brand new refrigerator, due to the ice maker was not working since we received it on Dec. 28, 2022. This is now February and we have had no resolution to this issue. We ended up calling Home Depot and spoke with the store manager and their product specialist. They have been calling ** on our behalf also and basically they keep getting the same response like us, that they found the report and someone will contact us within 24 hours and will be also receiving an email from their technical department in regards to our refund. Yeah right. Absolutely ******** am beyond frustrated. Our next step is to go on social media. We are at our **** end. Please help!!!
Business Response
Date: 02/20/2023
February 20, 2023
Attn: ***************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
235 ************************************************************************** RE: *********************** / BBB Case #********
Dear ***************************
We acknowledge the receipt of the BBB Case # ********
On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Experience with our company.Home Depot Online Team has set up service call with ************************ to address customer issued. ** Appliances has communicated that continue to assist customer with any outstanding issues regarding this ** product.
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 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.
************
The Home Depot Executive Escalations
SF-31232088
Customer Answer
Date: 02/21/2023

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:01/10/2023
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.
Home Depot Refrigerator purchase July 2022 Order # W891363775 Order Date July 6, 2022 Delivered to our home:Renters: *******************************, ********************* ********************************************************* GE 36 IN **** cubic ft side by side Refrigerator in fingerprint resistant stainless steel Store SKU ********** 3 Year protection plant Upgraded water line Haul away old appliance Order total $1,453.13 Home Depots delivery rendered original refrigerator unusable upon removal Discovered new refrigerator wouldnt fit through door. Took new refrigerator back to warehouse.Called Home Depot customer ********************** to report need for working refrigerator. Kindly given $450 gift card to purchase a small refrigerator while we await new refrigerator Went to ******** Home Depot ************* to pick up Magic Chef **** cu. ft refrigerator Ordered replacement refrigerator, protection plan, haul away fee, upgraded water line:Order # H4632-195789 Order date: 7/21/2022 GE **** cu. ft. side by side fingerprint resistant stainless steel Store SKU: ********** Order total: $2,205.37 Purchased 5 year protection plan $235.00 New refrigerator delivered. Renters discovered that evening that the new refrigerator freezer door will not shut properly Customer ********************** kindly ordered a new refrigerator to replace 8/24/2022. ************** brought replacement refrigerator to home but refused to bring the new refrigerator into the house. Instead they went out to their truck, took the door off the new replacement refrigerator, and installed it on the old refrigerator. The delivery team told my renter they were not allowed to bring the new refrigerator inside and must replace the door. The delivery team made my renter feel very uncomfortable by their actions. I called customer ********************** that day, and they stated that the delivery team was supposed to replace the existing refrigerator with improperly fitting freezer door with the replacement refrigerator they had on the truck.Delivery team broke screen door to home during delivery With kind help from Home Depot Customer ********************** their insurance company, Sedgewick, covered cost to repair screen door Escalated complaint Ordered new replacement refrigerator with customer ********************** Spoke with *************************, manager Home Depot ********, *************. He also pushed our complaint to the escalation team. He stated the team would contact my renter, *******************************, to discuss delivery team actions.9/13/2022 ********* called to determine cost to fix screen door. Settled 9/15/2024.9/27/2022 Called customer ********************** as we had not heard back concerning delivery of refrigerator. Phone call dropped.10/12/2022 Called again to check on delivery. The customer ********************** representative stated that the delivery team reported that my renter had not removed all contents from the refrigerator. That was not true, the refrigerator was empty. Customer ********************** stated that the delivery team had taken a photo to prove the refrigerator had not been emptied but she stated that she was not able to determine from that photo that the refrigerator was indeed not emptied of contents.10/17/22 Called customer ********************** to check on status of refrigerator. Was told that they could no longer assist me and that I had to talk with the manager of the Home Depot I was purchasing from.10/17/2022: Called *************************, manager Home Depot ********, *************. He stated he will call my renter, *******************************, to review. On this date ************** stated that my renter had signed the *** and that it may disqualify us from receiving any additional support.10/21/2022: Called *************************. He has pushed our problem on to the escalation team. They will call our renter, *******************************, to discuss. Verified all contact info was correct.11/11/22: Called *************************, store closed due to tornado warnings.11/14/22: Called *************************. Left message.12/30/22 Called *************************. Left message.Monies paid to Home Depot:7/6/22 $1453.13 7/21/22 $2205.37 7/22/22 reimbursed $1261.49 7/22/22 reimbursed $191.64 8/5/22 $159.11
Business Response
Date: 01/18/2023
January 18, 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 her purchase.

Home Depots Online Executive Team has carefully reviewed all information pertaining to this matter and has been in contact with our customer. A new replacement refrigerator has been ordered from the manufacturer and will be delivered to our customer. We are also providing a 50% markdown for the original order. Our team will stay in contact with our customer until the refrigerator is delivered successfully.

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.

Regards,

**************
The Home Depot | Store Support Center
Executive Escalations
Phone:************** Ext. 85774
Fax:**************
Case: ********
Customer Answer
Date: 01/18/2023

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.

Sincerely,

*******************
Initial Complaint
Date:01/10/2023
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 have been utilizing the home depot as I'm a new homeowner. I ordered an electric GE Oven from their website initially on 12/9 with an expected delivery on 12/14. On 12/14 the first oven arrived, it was damaged and needed to be sent back. The staff that was working that delivery informed me that they'd put in a request for a new oven and that the new oven would arrive the following week, on 12/22. Upon following up, I discovered that someone from the Home Depot Office FAILED to put in the request for a new oven and we wouldn't receive the replacement unit until 1/3/23. The day comes where I receive the replacement unit and the delivery crew, sourced by The Home Depot, seen that I had a down draft ventilation in place. So the oven was not compatible with the setup in my home. I'm reiterating that I'm new homeowner and I was not aware of this type of oven prior to owning this home. The delivery crew insisted that the oven can still be installed even though they couldn't complete the task. Heeding his advice given their affiliation with home depot, the crew insisted I could store the oven in our shed until someone from the Home Depot was able to install it. Promptly that same day I called the Home Depot to start a return as the delivery seemed erroneous. The local store that would take the oven back had an inoperable computer system that prevented the return. I was informed my account was notated and that I could resume the return process on Friday of that week. Friday arrives & I was informed that the return couldn't occur as the 48 hours had passed and I had signed for the oven. I signed for the oven due the advice given from the delivery crew in which the Home Depot is affiliated. I was also promised a 10% refund from the first delivery due to its mishap, and I've yet to receive any compensation. I've been working vigorously to renovate our family home and Home Depot was apart of that process, but after such a terrible occurrence I will take my business elsewhere.
Business Response
Date: 01/17/2023
January 17,2023

Attn: Ms.***********************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
*************************** 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 valued customer may have experienced regarding their Experience with our company.
Home Depot Online Team has refunded the customer. Store team will pick up unit from customer residence.
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 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.

************
The Home Depot Executive Escalations
SF-31232078
Initial Complaint
Date:01/10/2023
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.
The specific resolution I would like from this complaint is the reimbursement of $278.00 that I paid Home Depot for the installation of a U-shape sliding drawer under my kitchen sink that wasn't installed. Home Depot wants me to sign a Settlement and Release Agreement in order for them to reimburse this money which doesn't specify this is a reimbursement for the specific item that wasn't installed and instead seems like we are settling a dispute over the terrible nightmare they put my family through with their services.The Settlement and Release Agreement states that I shall release them from all claims after I sign this agreement and I find it outrageous. I have a long list of things that went wrong that *** not be relevant to this specific complaint but I would like the possibility of making them known to the public so they don't hire their services.
Business Response
Date: 01/20/2023
January 20, 2023

Attn: ***********************
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 has experienced regarding order ************ for kitchen remodel.

The Home Depot has reached out to all parties involved. Our business partners at Home Depot Installation Services (HDIS) are handling this complaint. The Regional General Manager advised she spoke to our customer. She offered to send a change order in lieu of a Settlement and Release Agreement to refund the accessory not installed. We apologized for the overall experience and have offered a gift card as compensation. She will discuss with her husband the resolution and let us know. With that said, please note this matter will remain open in our office until we reach a resolution with the customer.

Please know that it is *********************** 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.

Best regards,
************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF#: 31232117
Initial Complaint
Date:01/10/2023
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.
I signed 2 year interest free Home Depot credit card and I have only one card or account. on June 2022 for balance of less than $2000.00 Home Depot charged me interest above $300.00 when I pay $1000.00 towards the principal. First of all The interest rate does not add up for that amount and should not charge me before the term ends. I call Home Depot and told me they will fix it but still not fixed yet. That why I complaining to your company. Thanks
Business Response
Date: 01/17/2023
January 17, 2023

Attn: ***************************
Customer Experience Specialist
**********************
235 ************************* Tower, Suite 900
*******, ** 30303

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

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

We acknowledge the receipt of Complaint # ********. On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their Home Depot credit card.

Citibank (South Dakota), NA is the financial institution managing both consumer and commercial credit accounts with The Home Depot brand. As a result, we have forwarded this complaint to Citibank (South Dakota), NA, accordingly. At the conclusion of the review and investigation by Citibank, the customer will receive a response directly from them within **** business days after receiving your complaint.

Please know that The Home Depots goal is 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.

******************************************************;
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer Answer
Date: 01/17/2023

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:01/10/2023
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.
I ordered vinyl planking and carpet on Dec 2,2022. They sent the planking to the wrong place, I finally received it on Jan 8,2023 no carpet just planking. When I called to inquire about the carpet no one knew anything and apparently it was not ordered. I canceled my order and told them to pick up their planking. I need my money back so I can go elsewhere. Home Depot was a nightmare from day one I shouldve trusted my gut.
Business Response
Date: 01/30/2023
January 26, 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 flooring concerns.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted Ms. ******* regarding her order. The Home Depot has reviewed our customers concerns and processed a return credit for this order. 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: 01/30/2023

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:01/10/2023
Type:Delivery 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 am looking for support to resolve a custom windows order *****, *****, nor ****** has reached out to resolve. In short, I identified the error of the number of windows in the initial order before shipment, delivery, and/or installation. At this point I am stuck dealing with HomeDepo if I want the windows on my property to match. I have come to terms with what we paid for is not what we requested, however we still need the last window replaced. Please see below for the chain of communication with your team. Additionally, I ask that coordination team stop calling me about a balance due and that they are doing me a favor of waiving the balance. My order was financed through HomeDepo before installation and paid/charged in full.
Business Response
Date: 01/23/2023
January 23, 2023

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

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 carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer has been contacted by the ****************** team to offer further assistance. The final window has been ordered and the customer agrees with the next steps.

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: 31231740
Initial Complaint
Date:01/10/2023
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.
The **** branch of Home Depot was contracted to replace my kitchen countertops (approx. $10000) and was paid some in the beginning and the balance upon the countertop being ordered/delivered. Upon completion of the project( 9/2019), it was agreed by **** management that I had a $180 refund coming. The necessary paperwork was signed (3 X) by me to get the process of getting my refund for (9/2019). Since then , they have given me every excuse in the book why I haven't received it , especially "that there is a problem with their accounting system in ******* and is causing the backup on my refund". For almost 1 1/2 years ??? I have talked to customer ********************** at least 5 times and emailed them at least **** times over the last year plus and was assured it would be sent to me in a couple weeks.
Business Response
Date: 01/12/2023
IC- is working on a confirm, we will respond to the customer and this ticket, thank you
Initial Complaint
Date:01/10/2023
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.
Purchased kitchen remodel (cabinetry, installation, and construction) in January 2022 through Home Depot *** in ****, **, and was given a start date of April 22, 2022 with a time frame of four weeks for completion, and due to numerous delays by their third party construction company, **************************, of **********, **, Home Depot ordering incorrect cabinetry, and ******************** changing standard sizes for cabinets, our kitchen remodel is still not complete.Last work completed was countertop installation by ********* on January 9, 2023, and there is nothing further on the schedule with ************************** for completion.
Business Response
Date: 01/20/2023
January 20, 2023

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

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 carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, the customer was contacted by the district ********************** manager who advised that some parts were received but unfortunately; we still need to order additional pieces to complete her kitchen. We apologized to the customer for the delays she has experienced. Due to backlogged jobs with our current provider, we asked the customer if she was comfortable with me bringing in a different provider to complete the plumbing and appliance installation so she has a functioning kitchen. The customer agreed. We will update everyone as soon as we have a date.

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: ********
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:01/10/2023
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.
I purchased a Whirlpool refrigerator from Home Depot 4/18/2020 and purchased at the same time a 5 year extended warranty. Starting this fall in September the fridge started freezing the food in the refrigerator section. I called Home Depot (and Asurion- who does their warranty section) and arranged a service visit. Since that time I've had probably 6-8 service visits. They repair technicians have replaced the fridge's thermostat as well as the "mother board" computer, they've adjusted the temp etc. NONE of what they have done has resolved the issue and my fridge continues to freeze food in the fridge section. Several times too after making a service appt the technician would not show up or even call. I've missed many hours of work due to having to be home to wait for a service person and lost hundreds of dollars of food that I've had to throw away. At this time they say that are going to assess if it qualifies for their "lemon policy" so I can at least be refunded and get a new fridge that works. Twice last week they made service appts (Tues and Fri) and BOTH times no one came and no one called to let me know. This has been going on for now nearly 5 months!!! I just want to be refunded so I can get a fridge that works properly.
Business Response
Date: 01/20/2023
January 20, 2023

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

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 carefully reviewed and investigated this matter and offers the following in response to your concerns. Upon review, The Home Depot Online Executive Escalation team contacted the customer to further assist. The customers buyout for $1,804.44 was reviewed and has been approved. The reimbursement was sent to the customer via email as a Home ********************** e-gift card.

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: 31231745

Customer Answer
Date: 01/20/2023

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. Thank you so so much for your assistance in this matter! It had been going on for so many months and as soon as I filed the complaint with BBB it was resolved within 48 hours! I only wish I had contacted BBB sooner. Thank you again so much!

Sincerely,

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

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