Complaint Review: Home Depot - McKinney Texas, Nationwide

August 13, 2006

Store Manager

Home Depot, McKinney Tx

Dear Home Depot,

I regret having to request your time, and as well spend my time with this letter. However, this issue has demanded my attention due to the actions taken by Home Depot. A result of a misfortunate lapse of communication on my part, it has mushroomed into a very damning situation for me personally and financially. If I could have just a few moments of your attention, I'll do my best to explain the circumstances and their outcome which appears to be steadily worsening. The dates and monetary amounts are approximate, but I can supply paperwork if it would assist you in any way.

Earlier this year, I rented a floor buffer from the Tool Rental Department at Home Depot (McKinney@Central). At the time of rental, your rental department requested that I leave a signed blank check for deposit on the equipment, which I reluctantly decided to supply. Over the next couple of days family matters demanded my attention out of town, in Paris Tx. These matters resulted in the rental period extending much longer than originally planned. During this time period, Home Depot contacted me through a message center and I returned the call to apologize for the unexpected changes in my agenda and to give explanation of my personal dilemma. I then made arrangements with a friend to go to my home and return the floor buffer for me, while I was out of town. Thinking this problem was taken care of, I was later shocked to learn from Home Depot that the buffer was still in my possession. As soon as I returned to town, I returned the machine to your Tool Rental Department, which accepted the machine and informed me that I had the tool for just over a month, but "returning it was the most important thing I could do". I was also informed that the deposit check that I originally left had been used. My instructions from that department were to go to my bank and retrieve the check and then come back to the Home Depot to discuss with the manager the amount that was due you.

The next day I went to my bank (Washington Mutual) to retrieve the check as instructed by you (Home Depot McKinney), and was astounded to find that the check was held insufficient due to its amount. The check I had left for deposit was filled out by a Home Depot associate for in excess of $1,200. The equipment that was rented was available for sale at the time for $688.00. I was told that the monthly rental rate was +-$350.00, which I was prepared to accommodate since I had the tool for an unexpected length of time. By now I was about to "have a stroke", so I returned to Home Depot the following day to learn from the rental department that I was now the owner of the floor buffer, despite it's return, just a few days earlier. Furthermore, it was not a rent to own purchase by any means; I was charged for both the rent and the purchase price of the equipment. The original purpose of the floor buffer rental, to wax the stained concrete floors at my residence, was never even accomplished.

In person I spoke with an assistant store manager, who was available after 6:00 p.m. After going through the whole explanation, I was told that my file would be reviewed with the store manager and rental department and she would get back with me regarding the outcome and it's effect on me! I never heard back from the assistant store manager. I waited a couple of weeks and returned to Home Depot, concerned after receiving further notice from my checking account about the NSF Check of +-$1200. On this evening visit, I spoke with another assistant store manager, who was very understanding of my concerns after yet another lengthy explanation of details. He was reportedly in charge of the store since it was after 6:00 p.m., and appeared to be very busy with other pressing issues. He suggested that I come back during daytime business hours and speak with you, the store manager, in an attempt to resolve this matter. I explained that my work hours did not allow for a visit to the store during the day and that I could not afford to take off work. I was informed that he'd check with others involved and get back with me at the cell number on the business card I left. The first correspondence I received from the collections agency brought me back to Home Depot, distraught over the whole decision to rent the tool and the catastrophe it had turned into. This visit was a replay of the first and second inquiries.

I would like to emphasize that all of my conversations with the assistant store managers were cordial and I believe sincere. I'm certain they are quite busy and have tremendous responsibility over an establishment of that size. However, my attempt to take care of this matter before any more financial damage accrued to me, was purely impotent and a waste of time without their follow-up and application of management position.

While rightfully accepting a portion of the responsibility for the unexpected circumstances that led to this entire predicament, I don't believe Home Depot has acted with the good intent and integrity that I have always received and grown accustomed to over the past 15 years. I believe I have been treated unfairly.

Over the past 15 years, I have had two different credit accounts with Home Depot. At times both lines of credit had exceeded 10K, and were both paid in full, while servicing all payment requirements. I have remodeled and updated foreclosed homes and built my current residence using your merchandise. Without exception, every iron fixture, every Baldwin (egg shaped) doorknob, every Delta oiled brass faucet, every wood shutter, outlet and cover, every bulb and numerous other building components all come from the Home Depot or Depot Design Center to the tune of about $18k. The point to which I'm building is that I've been almost exclusively a Home Depot customer for many years and have easily spent $60k - 80k at your stores.

I have been threaten with prosecution by a second or third party collection agency and my credit ratings severely damaged over a check that I didn't fill out, for an amount I didn't approve. This amount (>$1,200.00) included the forced purchase of a floor buffer that was rented, returned and accepted back by you (Home Depot McKinney). These ramifications seemingly came from a rental agreement that I've been willing and prepared to pay for since the tool was returned. However, I'm not willing to purchase the tool too. I made no payment at the time of return, because I was informed by your store that I was then also liable for the purchase price of the floor buffer equipment. By this time the floor buffer I rented had been updated to a newer model and the buffers like I rented had been discounted for clearance, due to their age and wear, and all sold for a reduced amount. May I point out this amount was significantly less than $688, for which I'm being held liable, in addition to rental charges and who knows what else, for a grand total exceeding $1,200.

This debacle has evolved into (now) a monster of a problem for me. Because I refused to provide the funds to my account at Washington Mutual, for a check I didn't authorize, my bank closed and charged off the account. I have lost my debit and check cards as a result. This checking account was originated through San Jacinto Savings in 1991, and has served as my primary personal checking account for over 15 years. It presently shows up on my current credit reports, that prevent me from qualifying for a chevy work truck at Huffines Chevrolet in Plano, where I have bought and paid off three autos over the past ten years. This matter has also resulted in increases of all the variable or revolving interest charges on other accounts. It is now having an impact on my daily business income by making purchase of transportation almost impossible. I have been forced to open a new checking account, but due to the circumstances, all my earnings paid by check must be deposited, and are held mandatorily for 5-7 days before funds are made available.

My letter was originally composed for Home Depot Corporate, but through it's narration I have since redirected my thoughts and concerns back to you. Out of fairness, I would like to confirm your awareness of this matter and obtain your thoughts and/or remedy if available, before allowing this conflict to grow into legal arbitration. If you have suggestions, instructions or advice, please contact me. There's nothing I'd like more than to resolve this matter with Home Depot. I still shop with cash at Home Depot (McKinney) and every other Home Depot I drive by. Home Depot is my favorite store. However, I don't go there just to browse any longer; for some reason it's just not as much fun as it used to be.

Sincerely,

Loyal Home Depot Customer

Loyal Home Depot Customer

Celina, Texas, Texas

U.S.A.

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