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Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
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.
My Maytag washer I purchased through Home Depot started a fire within the machine. I have small children and this has made me very nervous. I understand my warranty has expired but this item is only 5 years old and any appliance should not catch fire. I can not stay without a washer until a service call scheduled for mid January. I need someone to help me exchange this washer. The order is under my home phone number ************.
Business response
01/25/2022
January 25, 2022

Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 valued customer may have experienced while shopping with our company.

The Home Depot has reviewed this case where we forward our customers complaint to Whirlpools escalation team for their review and assistance with resolution. We also contacted our customer via phone and email in apology for her experience and offer of further assistance.

Mrs. ***** advised the washer has been replaced, however, the damage to her flooring has not been resolved. As a result a General Liability claim was filed with our claims management company Sedgwick, CMS, who has reached out to all parties involved.

The Sedgwick claim number is ***********. Our customer may follow-up with Sedgwick at ************ Monday-Friday from 8:00 am 5:00 pm EST, with any additional questions or concerns regarding the disposition of the claim.

With that being said, The Home Depot has addressed our customers complaint.

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 should you have any additional questions or concerns.

Sincerely,

*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer response
02/03/2022

Complaint: 16402832

I am rejecting this response because:
Home Depot has not made an effort to resolve this issue. Ive called multiple times but have not received a response. They have referred me now to Whirlpools claims department who are asking for pics the washer they have already taken. I would like some kind of credit from Home Depot to repair my floor and wall.
Sincerely,

*******************
Business response
02/07/2022
February 7, 2022

Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 valued customer may have experienced while shopping with our company.

The Home Depot has reviewed this case and has reached out to all parties involved. Because the issue involves property damage, A General Liability claim was filed with our claims management company Sedgwick, CMS.

The Sedgwick claim number is ***********. In an update, we forward customer's rebuttal to Sedgwick for their review and additional response. We received an update advising the following:

"Per THD policy we turn the claim of damages to the responsible party. As customer alleges the washer was defective we turned the claim over to Whirlpools claims department to investigate and determine liability. I placed Whirlpool claims department on notice of the loss which the customer was advised of verbally and via email (see attached).

Whirlpools standard claims process is to email the customer a claims form of everything they need to address the damages and that includes pictures. The customer should have the pictures Whirlpools claims department is requesting, as she advised me she sent pictures to Whirlpool warranty/product safety (note: different departments mostly likely do not have access to other systems) requested them to determine what caused the loss from the washer.

As the customer is bringing an allegation for a defective appliance it is her responsibility to provide supporting documents."

Our customer may also follow-up with Sedgwick at ************ Monday-Friday from 8:00 am 5:00 pm EST, with any additional questions or concerns regarding the disposition of the claim.

With that being said, The Home Depot has addressed our customers complaint.

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 should you have any additional questions or concerns.

Sincerely,

*************************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
12/27/2021
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/26 at homedepot.com, I ordered a ** WM3600HVA washer and the parts and service to haul away the old washer and install the new washer. The order number was WD88138024. The 1st delivery attempt was made on 12/10, but the washer was broken at arrival, so a replacement delivery was scheduled for a later day on 12/17. On that day, they brought the replacement washer but they failed to bring the necessary parts for installation, so they took the washer back. And I found that my order status page mistakenly canceled the haul away service and the installation parts. I had to contact customer ********************** to fix the order status to include back the parts and haul away, and reschedule the delivery. Then the 3rd delivery attempt was scheduled for 12/21. However, on 12/21 I didn't receive any confirmation or notification about the delivery or the delay of the delivery. I got nothing, and nobody showed up to deliver. The 3rd failure in delivery. I contacted customer support again and they rescheduled the delivery to today, 12/27. Being skeptical, I contacted customer ********************** on both 12/26 (yesterday) and 12/27 (today) to get their confirmation that the delivery will actually occur today. Although they insisted that the delivery was scheduled according to their record, I asked to talk to their supervisor to check further. And my suspicion was right: after checking further, the supervisor found that no delivery was scheduled for today. Despite 4 times of delivery failures, the supervisor could only reschedule the delivery again to 12/31 without investigating further the reason of the failures. This is totally unacceptable. There is obviously something wrong with their system or their delivery partner's system. Further rescheduling will not solve the problem and they will simply miss it again and again. Therefore, I need BBB's help to request Home Depot to bypass the regular delivery system, which obviously does not work for my order, and make the delivery within 1 business day.
Business response
01/24/2022
January 22, 2022

Sent Via Email
Attn: **************** Livous
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
*****************

RE: *********************/ BBB Case # ********

Dear ****************:

We acknowledge the receipt of the BBB ******************************* behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced regarding their purchase from our company.

The Home Depot has carefully reviewed all information pertaining to this matter. Because this matter is related to an appliance delivery, we have forwarded to our Online Executive Escalation Team for assistance with resolution.

Our team advised an email was received by the customer informing the complaint was filed before the appliance was delivered on 12/31/2021, requesting the delivery to be made. Now that the delivery has been made, no further assistance is needed.
The case will remain open in our office until we have received confirmation from the Online Executive Escalation team that the issue has been resolved.

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: ************
Reference Number ********
Customer response
02/02/2022

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
12/27/2021
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
11/9 Purchased 2 Husky cabinets from HomeDepot.com via PP credit, 749.98 11/18 Reported 1 damaged. Home Depot promised NSD would pick it up, but they could not reorder another, so I was told to go ahead and order one because I would get a credit when they picked up the damaged one.11/18 Ordered another cabinet, got a workbench, 510.72 11/24 Called and was promised workbench would be picked up and credited.12/9 Explained in detail to supervisor who was going to fix everything and send a cabinet for only $269.38 for our trouble. Received cabinet and charged AMEX $269.38 without any credits or pickups to date.NSD has not picked up damaged cabinet or workbench and I have not received any promised credit but I did receive an additional charge. I tried calling NSD and left a message but no one Returned my call.Were due refunds of $510.72 and $269.38 This is time-consuming and very hard on a 73-year-old.
Business response
01/14/2022
January 14, 2022

Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro Atlanta, ****** & Northeast *******
********************
North Tower, Suite 900
****************

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 purchase with our company.
The Home Depot has reviewed this case and we forwarded the complaint to our Online Executive Escalations team. They advised Spoke with customer, created new carrier pickups on orders WP17535163 and W877783100. Manually completed returns to issue refunds to customer. Advised customer pickup will still occur and provided tracking.
With that being said, The Home Depot considers this case resolved.
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 should you have any additional questions or concerns.

Sincerely,

Jeleysa ******
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Customer response
02/02/2022

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
12/27/2021
Complaint Type:
Billing Issues
Status:
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.
I recently rented a tool from the Home Depot in *******************, **. I rented it for a 24 hour period. The contract number is ******. When I returned the tool the next day (less then 24 hrs), the Associate in tool rental stated that the system was down and he will log my return on a legal pad and then back date the rental to the correct time and date. The next day I received a call from the tool rental department and he said his system is back up and he can run my card. I gave him my info and he charged me for 1 day at $*****.. When the CC statement came the next month, I noticed two charges on my account for the same amount. I tried to dispute through my CC company but the store returned two receipts for a charge of ***** two minutes apart. Essentially they hit my CC twice. One charge was at 10/12 at 9:02 and the other one was 10/12 9:04. I tried to call the store but they were little help. The person I spoke to in tool rental agreed its a mistake and forwarded my info to finance but I never heard back. I would have followed up, but I was diagnosed with COVID and it fell off the radar. I would like one of the $***** charges removed from my CC
Business response
01/21/2022
January 21, 2022

Sent Via Email

Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
235 ************************* Tower, Suite 900
*****************

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 while shopping 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 reached out to **************** regarding his concerns with the duplicate transaction. We processed a refund for the duplicate transaction back to the original form of payment on 1/13/2022.

If the customer has additional questions or concern we ask that he contact us directly. With that said, we have addressed the customers concern and concern this matter resolved.

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: ********
Initial Complaint
12/27/2021
Complaint Type:
Order Issues
Status:
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.
Date of Windows Project Sign On - March 2021 Date of Transaction - Sep 7, 2021 Window Installation - 14 Windows Overall Cost - 14K Paid by Credit Card - Sep 8, 2021 1. Contractor did not follow proper installation guidelines and did not clean up the mess after the work, which left 2-3 carpets damaged in the house, additionally had to spent 3-4 hours deep cleaning the house.2. Windows were not installed as promised due to size of the windows being bigger in depth causing us to not able to re-install the Window Treatments (Blinds) leaving the house open and wide for few days.As a workaround had to buy curtains (by spending $300) on temporary basis.3. Contractor did not follow COVID guidelines too (i.e. was not vaccinated and not wearing masks)After all this I contacted Home Depot and for 4 weeks no-one responded back so I had to dispute my Credit Card Charges and suddenly next day Home Depot Manager called and gave $500 Home depot gift card agreement which I signed based on good faith.Agreement was signed on Oct 7, 2021 and I am still following up with Home Depot for Gift Card.As soon as I signed the agreement and asked Credit ************ to release the funds and close the dispute, Home Depot showed their original colors and started ghosting again.I have spent at-least 40 hours on the call with Home Depot ************* still no resolution after more than 90 days. Worth experience ever, after this I have gone to Lowes for at-least next 3 projects and asked all my contacts to avoid Home Depot at any cost, next steps would be to shame on *************
Business response
01/24/2022
January 22, 2022

Sent Via Email
Attn: *****************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 valued customer may have experienced regarding their purchase with our The Home Depot, company.

The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners with Home Depot Exteriors (HDE) will be handling this complaint. All information for this case has been forwarded to their branch office.

We received an update stating our customer was contacted directly to assist with his concerns. We confirmed a The Home Depot, gift card was issued to customer 01/18/2022, and forward to customers home address.

We confirmed this information with customer also and asked that he please reach out if further assistance is needed.

With that being said, The Home Depot has addressed our customers complaint.

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 should you have any additional questions or concerns.

Sincerely,

*************************
The Home Depot - Customer Care
Resolution Expediter- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
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.
I purchase Home Depots kitchen cabinet refacing last November. It took them 7 months to complete the project with the BBB helping resolving the problem. Now, my cabinets are falling apart. I have tried without **** for Home Depot to correct the problem. They said they fired the people that did my work previously and have not fixed my cabinets. I have attached the last response and photos. Please help resolve this. I want the job completed or pay me so I can have someone else to complete the job. As you can see, the cabinets are falling apart.Thank you,*********************
Business response
02/08/2022
February 8, 2022

Sent Via Email
Attn: *************************
Trade Practice Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 Peachtree Street, Suite 900
*******, ** 30303

RE: *********************/ BBB Case # ********

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

We acknowledge the receipt of the BBB ******************************* behalf of The Home Depot, I apologize for any inconvenience ***** has had with her incomplete cabinet install. As an agreed resolution, a service provider will come out and complete the trim as stated in the signed settlement and release. At this time, The Home Depot considers this matter resolved and 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 contact me if you have any questions.

Sincerely,

*********************************
Executive Escalations Team
Phone: ***********************
Fax: ************
Reference No. 27465221
Initial Complaint
12/27/2021
Complaint Type:
Product Issues
Status:
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.
On December 17, 2021, placed order on company's website, order number WP22135207. During checkout, I inadvertently used a pre-paid gift card that had an insufficient balance to cover the cost of the order. Despite this, company charged the card for the balance on the card ($16.31) and has failed to provide a refund of these funds.
Business response
01/18/2022
anuary 18, 2022

Sent Via Email
Attn: *******************************
Customer Experience Specialist
**********************
Serving Metro *******, ****** & 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 valued customer may have experienced while shopping with our company. The customer reported that an order was placed (order #WP22135207). During checkout the customer inadvertently used a pre-paid gift card that had insufficient balance to cover the cost of the order. The customers card was charged but Home Depot has failed to provide the refund of these funds.

The Home Depot is currently reviewing this case and has reached out to all parties involved. Because the issue is with a purchase made from homedepot.com we have forwarded this complaint over to our Online Escalation Team for further research. They will also be directly responsible for resolving the issue.

We received the following response from our Online Escalation Team; A voicemail was left for the customer on 01/17/2022. A follow-up call was made to the customer on 01/18/2022. On 01/18/2022 The Online Escalation Team spoke to and confirmed with the customer the refund was completed.

With that being said, The Home Depot has addressed our customers complaint and now considers this matter is in resolved. If any additional assistance is needed, please advise the customer to contact to contact the online agent who reached out to 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 should you have any additional questions or concerns.

Sincerely,

*********************
The Home Depot - Customer Care
Resolution Expediter- Executive Escalations
P: ********************
SF# ********
Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
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.
Hired Home Depot to replace all my windows. I specifically asked for my family room to be tinted dark for privacy. Windows and door installed without tint. I contacted Home Depot and they said they would take care of it. Has been months with no contact. Also, I was told that screens would be sent since we are missing about 5 screens total and to top it all off, they damaged many of the blind when they unhooked them. Now when we pull blinds down, they fall from the fasteners. Many fasteners are now twisted when they werent before.
Business response
01/26/2022

January 26, 2022

Sent Via Email
Attn: **************** Livous
Customer Experience Specialist
**********************
Serving Metro *******, ****** & Northeast *******
235 ************************* Tower, Suite 900
*****************

RE: *************************/ BBB Case # ******** / Duplicate BBB Complaint ID: ********

Dear ****************:

We acknowledge the receipt of the BBB Case # ********/ Duplicate BBB Complaint ID: ********

On behalf of The Home Depot, I apologize for any inconvenience our valued customer may have experienced while shopping with our company.

The Home Depot is currently reviewing this case and has reached out to all parties involved. Our business partners HDE team will be handling this complaint. All information for this case has been forwarded to their branch office.

We have received the following update from our HDE branch office advising a site visit was conducted at the customers home. Our team went ahead and submitted a reorder for the missing items. At this moment an ETA has not been provided, but the customer will be contacted when it becomes available.
With that said, The Home Depot does not consider this matter resolved and the service ticket with HDE shall remain open until the customers concerns have been addressed.

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.

*********************
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********
Initial Complaint
12/27/2021
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I ordered a Washing Machine from Home Depot on 11/2/2021 and this included delivery/installation and haul away of our old washing machine. Delivery had to be rescheduled after the first piece arrived damaged and we scheduled it to happen on 11/20/21. I was on the road with my kids to see a sporting event outside of our area but my wife stayed home to meet the delivery/install team. When the team arrived there were three men and they asked to go see the install location and so my wife walked upstairs and was followed. On the way up the stairs my wife was groped by one of these men who grabbed her **** and squeezed hard. Almost immediately after this happened my wife made a noise and our dogs busted out of the door they were behind and one of them ran out the front door that the ** team left wide open. Scared (she was alone), flustered and concerned my wife ran out of the house to chase the dog. When she returned to the house the install team indicated they could not remove the old washer as it had a dryer on top of it and we didn't purchase a new dryer and they left the new unit in our garage and left. The following days involved travel for Thanksgiving and I was then on business travel the entire following week so I did not reach out to ** customer ********************** for about 2 weeks after the incident. My wife was not interested in filing charges for the assault and so when I got home I loaded up the unopened brand new washing machine and attempted to return to my local store. I was informed this was a web order and they can't take a return in store. I reached out to return online and was told major appliances cannot be returned. This despite deceptive advertising on the Home Depot web page about 90 day hassle free returns and 30 days returns on certain items. I simply want to return this appliance and be done with Home Depot forever. I reached out online and via ************* Online I was told I have no recourse. Social media has netted zero replies.
Business response
01/25/2022
January 25, 2022

Sent Via Email
Attn: **************** Livous
Customer 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 refund request.
The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************ and confirmed he will receive a full refund for parts and services. The Home Depot has addressed the customers concerns and consider 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 response
02/02/2022

Complaint: 16400747

I am rejecting this response because:this response is not accurate. I have attached an email and they have offered to refund $56.49. The purchase amount was $1055.88. a 5% refund is not what I was hoping to achieve. My goal was to return a brand new, unopened product that came with a free side of sexual assault by the delivery team. I have tried and would happily again return the appliance to Home Depot so it would not have to even be picked up.

Sincerely,

***********************
Business response
02/14/2022
February 14, 2022

Sent Via Email
Attn: **************** Livous
Customer 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 # ********

As previously stated, The Home Depot has carefully reviewed this matter. Upon review, The Home Depot has contacted ************ and mutually agreed refund for parts and services. The Home Depot has addressed the customers concerns and consider 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,

Austin Miller
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********
Customer response
02/17/2022
BBB Team,
I have attached the email exchange with the Home Depot team to document the discussion. Their claim that the refund was "mutually agreed upon" is absolutely false, as you can read in the attached email. I in no uncertain terms made this clear that the response was not satisfactory, and was told my only recourse was to reach out to the local store manager to see if they would be willing to intercede. I have not done this yet as I was hoping that with the assistance of the BBB we would be able to get Home Depot to accept a full refund with the return of the brand new, unopened product which I am willing to bring to them. It seems pretty clear that the lofty language used that indicates that customer ********************** is a priority is not being upheld. The fact that the return policy is abysmal, the installation team sexually assaulted my wife, left the front door open which led to my dogs escaping and further escalated tensions as my wife had to go find them in the midst of the entire debacle, and the response from Home Depot is we will give you a refund of 5% of the purchase prices is astounding to me, in particular given the fact the unit is still in the original wrapping.

Complaint: 16400747

I am rejecting this response because:

Sincerely,

***********************
Business response
03/15/2022
February 14, 2022

Sent Via Email
Attn: **************** Livous
Customer Experience Specialist
Better Business Bureau
Serving Metro Atlanta, ****** & Northeast *******
235 ****************************************************************************************************** Tower, Suite 900
*******, ** 30303

Re: ***********************/ BBB Case ID #********

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

We acknowledge the receipt of the BBB Case ID # ********

As previously stated, The Home Depot has carefully reviewed this matter. At this time , The Home Depot is actively making attempts to make contact with ************ and discuss available options. The Home Depot consider this matter in progress.

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,

Austin Miller
Home Depot
The Home Depot- Customer Care
Executive Escalations Team
Phone: *************************
SF Case# ********
Customer response
03/17/2022

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. I have been working with ****** and I understand that they will be issuing a full refund and we are making arrangements to return the appliance. We do not wish to pursue further action related to the sexual assault committed by their delivery team. This matter is still in progress but I believe they are acting in good faith and this will be resolved within the next few days.

Sincerely,

***********************
Initial Complaint
12/26/2021
Complaint Type:
Sales and Advertising Issues
Status:
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.
Dear ****************,I am reaching out to report what I believe could be deemed as deceptive behavior by one of your authorized vendors. On December 23, 2021, we discovered our hot water heater was defective and needed to be replaced. I immediately went online to your website, identified a replacement water heater and selected installation. Your website directed me to call ******************** at ************** to schedule the installation. On December 23, at 8:33 am I spoke with a representative at Delta, she confirmed my address, water heater selection and provided me a price of $1695 for the water heater and installation and scheduled installation for the following day December 24, between the hours of 8:00 am 10:00. I provided the agent with my Home Depot credit card, and she confirmed payment and immediately sent me an email confirming the December 24 installation. On December 24, at 6:51 am I received a call from Delta Mechanical **************, the individual was reaching out to advise me my appointment had been scheduled but to move forward with the installation I would be required to pay an additional $250,00 fee. I thought this was perhaps a misunderstanding, I had what I perceived as a contract, I met the terms when I accepted the quoted pricing, agreed to the appointment, and provided my Home Depot credit card. Home Depot simply had to fulfill its side of the deal. When I questioned the fee, I was told my work order was considered an emergency call thus the additional $250 fee would be required. I reminded the agent that my appointment had been scheduled and confirmed the previous day with no mention of any additional charges or Emergency fees. The Delta representative then stated the $250 was for Holiday hours and she had just received an email advising that any jobs completed that day would be required to pay the additional $250,00 fee. She mentioned Our technicians need to get paid for their time As a 35 + year loyal Home Depot customer who has
Business response
02/09/2022
February 9th, 2022

Sent Via Email
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 valued customer may have experienced with our **********************, company.

The Home Depot has reviewed this case and offered assistance to the customer. We received response from ************ that their installation was cancelled and they moved forward with ****** for assistance.

We confirmed this information with ************ via email and asked that he please reach out if further assistance is needed. With that being said, The Home Depot has addressed our customers complaint and considers this matter resolved. 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 should you have any additional questions or concerns.

Sincerely,

Amber Shropshire
The Home Depot - Customer Care
Resolution Expeditor- Executive Escalations
P: ********************
F: ************
SF# ********

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