Complaint Review: Home Depot - Tulsa Oklahoma

In June of this year, I ordered 16 windows and 2 doors, which were to include installation. In July, 15 of the windows and both doors were indeed installed, incorrectly installed, that is. The custom Anderson Storm door was installed into previously covered (unseen) old, brittle wood, thus making it impossible to shut, basically falling off the hinges. The installer's fix was to install longer screws. The contract reads that if old, brittle or rotten wood is found, that the homeowner will be notified prior to installation and given the opportunity to make repairs. That did not happen.

The existing storm door was removed from my property, against my specific request. The local store manager, local installation manager, as well as, the regional installation manager all stated that the door would be returned. To date, it has not been returned or replaced.

The two largest windows are broken. Several of the windows are installed flush with the interior studs, leaving nothing to nail trim to. Most of the windows are not level, nor are they square. A couple of the windows are already difficult to open and shut. On the exterior of the house, they re-trimmed a few of the windows. The wood is larger than the pre-existing trim, and it is not chemically treated like the existing trim.

One afternoon, I returned home from work finding the door installer smoking inside my house. The smoke detector was going off. It is my suspicion that he was also drinking as there were beer caps next to his cigarettes. While I did in fact witness the smoking, I did not specifically see the installer drinking.

Home Depot hired an inspector. The written report states the windows are not properly installed, the door does need to be re-installed, the trim applied to the outside is substandard and not treated, and two of the windows are broken. After 4 months the windows and door are still in disrepair. I know of a couple who fought Home Depot for 1 years on the same issues.

I have written more than 25 certified letters to the local store manager, regional managers, and corporate offices. Delay, no response, lag time seem to be the status quo on how they handle complaints. I did get a form letter from Home Depot Corp. saying thanks for shopping with us, and of course, no signature, just "The Customer Care Team." I would suggest there is a purpose behind those stall tactics; to wear the consumer out, so that they will not pursue litigation. I did in fact file a lawsuit yesterday, because after 4-months, I have grown weary of their lack on concern and follow-through.

Home Depot needs to remedy the problems they created. I have requested:

1. A refund on ALL installation costs,

2. The custom Anderson storm door be replaced or proper parts be supplied to repair existing door

3. Three new windows to replace the broken windows.

4. The old storm door be returned or replaced.

5. To be supplied with new trim for the exterior or reimbursed for such.

None of these requests have been addressed by Home Depot. A couple of weeks ago, Home Depot sent out an installer to fix, not all, but 4 of the windows. After watching him re-install one window, I asked him to leave, because the window was still not installed appropriately. Additionally, that very same window was broken by his inept attempt at re-installation. He did not screw it into the frame and it has about 1 of play in the upper corner.

I spent more than $15,000 at this local store, yet they do not stand behind or honor their commitment. I am a hardworking, single mom and I do not have, nor should I be expected to pay Home Depot for installation then need to turn around and pay another to reinstall those same windows. Rest assured, this store will get no more of my money.

Daphne

Tulsa, Oklahoma
U.S.A.

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