ComplaintsforMobile Home Depot

• Initial Complaint

  06/13/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On June 5, 2024 I ordered a 2000W, 120V, 30 gal hot water heater from Mobile Home Depot in ********. I even offered to txt the specs, to which they said... "No, they can't receive texts." ****** said they had one in stock. They gave me the name and number of an independent installer. I paid for the heater over the phone and arranged for the installer to pick it up, deliver and install it on June 6. The wrong heater was delivered and installed... It was a 3000W, 120V, dual element 30 gal heater... It had a much higher amperage than my circuit could handle. I had ordered a 2000W, 120V, single element 30 gal heater. I paid $300 for the installation. The installer they recommended was very good. He came out twice to troubleshoot the heater until we figured out they sent the wrong one...I called for a refund and to replace the heater. They checked with Corporate, and told me... since it had already been installed, there was nothing they could do, "Period..."

  Business response

  06/21/2024

  
  Mobile Home Depot does not install water heaters, nor do we recommend installers to our customers.  We do refer them to the business cards left at our locations by contractors and handyman services that are left at our stores by these businesses that shop with us. 
  
  Concerning the specific complaints from **************, our staff has stated that he called asking for a 30-Gallon/120V water heater over the phone.  The staff checked to see if we had one in stock and informed him that we did.  ************** then asked for the contact of an installer to which our staff responded that it is against our company policy to recommend an installer but that we did have business cards and a sheet listing all local installers that shop with us.  ************** insisted that the associate provide him with the contact of a local installer, so the employee provided him with the name and number of the first installer on the list.  Later, ************** called back to purchase the water heater over the phone and informed our staff that the installer would pick it up.
  
  It is Mobile Home Depots stated policy included on the receipt that we do not accept nor process returns/refunds on altered merchandise and once a water heater has been installed it has been altered and we are unable process a return on it or resell it.  As Mobile Home Depot does not install water heaters nor vet independent installers for customers, it is the customers responsibility to thoroughly vet these installers prior to reaching an agreement to hire them.  The installer in this matter should have inspected the breaker to ensure it had capacity to handle the water heater being installed prior to installing it and if it did not, he should have upgraded the breaker or had the customer return the water heater prior to installation.  We are retailers and cannot know what type of breaker or scenario the customer is incurring and simply sell them what they ask for.
  
  As a courtesy to assist this customer, our Lakeland staff has contacted the installer to encourage him to assist this customer in making this right and this installer has done so.  As of 06/21/2024, the installer is working closely with ************* to rectify the issues created by him not verifying that the water heater would work with his breaker prior to installing it. 
  
  In conclusion, it is our belief that the installer is making a good faith effort to assist ************* and as we do not install water heaters, we consider this matter to be an issue solely between ************** and the installer he chose to complete the installation of his water heater that he purchased from Mobile Home Depot. 

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