ComplaintsforDirect Home Outlet LLC

• Initial Complaint

  06/18/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Using the "build your own mini-split" tool on Home Outlet Direct's website I ordered a mini Split system. The tool auto generates which 'condenser' and 'air handlers' to purchases based on questions you enter in the tool. I was sold an uncompilable kit. My kit came via shipping and cost ~$6,000. My kit was missing a "Line Set Adapter Kit", but mistakenly packaged with two "Coupler Kits" although my kit only required one Coupler Kit. I reached out to Home Outlet Direct, and they told me this was a shipping error they would correct, but became unresponsive. Due to their unresponsive nature, I reached out the the manufacture of the system, Mr. ***** and was eventually contacted by their National Sales Manager, *****, who informed me the condenser and air handler where not compatible, and that a Line Set Adapter kit was not appropriate. I immediately called Home Outlet Direct, and spoke to a manager *****, who assured me their Custom Mini-split tool, would not generate anything incompatible, but she would look into it. I did not hear back from Home Outlet Direct, and called again to speak to *****, who informed me this was a system error, and indeed is not compatible. Home Outlet Direct did offer to upgrade my condenser to a larger size, however, I cannot accommodate this based on size, weight, electrical capacity, and this exchange would also require the reimbursement of the second air handler and its pre-charged line. I made an alternative suggestion to Home Outlet Direct, where I am considering downgrading the air handler to a smaller model, but would require the air handler for free (~$800), but I did not hear back from Home Outlet Direct. In waiting a week for a response, my "case" has now been transferred to three different managers, who do not seem to understand the severity of the issue and are offering an inadequate resolution.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a coffee maker listed as "in stock" on December 25th 2023. The coffee maker was not in fact in stock. After multiple attempts to contact the company I was finally told the coffee maker would ship in January. Once the coffee maker shipped it arrived damaged. I contacted both *** as well as Home Outlet Direct to inform them the item was damaged in shipping. I provided *** multiple photos of the Damage, filled out their online form, then *** directed me to place the item outside for pick up the next day, which I did. I spoke with the pick up driver when he picked up the item (ALL ON VIDEO) and he provided me tracking number 1Z R23 6R5 03 1961 4506 on my Customer Damage Call Tag Receipt, which is still in my possession. It has been weeks of arguing with Home Outlet Direct about getting my refund or replacement. I was just emailed today and told that I "REFUSED TO RETURN THE PRODUCT" which is a LIE and another excuse and delay tactic by a company that has lied from the start and misrepresented themselves as a business that has inventory in stock when in reality they hold ZERO inventory at all. I now want $899.95 which is the amount it will take to purchase one from a reputable retailer who actually has the product in stock and isn't attempting to defraud the consumer.

• Initial Complaint

  02/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We hired Direct Home Outlet in May 2021 to replace out windows and siding. We signed a estimate and paid half of the cost upfront. We were told our windows should be installed mid-summer, and siding shortly after that. The windows were installed In September of 2021, and done quickly and efficiently. The months between May and September there was no communication or updates on when installation would occur, but at least we finally got them in. We attempted to call and get an update on siding installation many time between September 2021 and October 2021, with no luck in getting a hold of any one. Finally in November of 2021, the installers called and said they would be starting the Monday of the next week! They showed up, got right to work, spent the week before Thanksgiving working and making great improvement. The installers informed us they would be back after Thanksgiving to finish up. They did show up after Thanksgiving to finish back up, and informed us they had run out of siding (they said their measurements were wrong), and needed to order more. We asked how long that would take, & they said it shouldn't take longer than a couple of week to get it in & that we would be contacted when it came in. The job was 85% done, but we were now left with a giant hole in attic (the new attic vent was much smaller than the original) and heading into winter quickly. Weeks, and then months go by and despite our best and consistent efforts to contact the company (including phone calls, texts, emails, and visiting their office) we could not get a hold of anyone. We were at a loss of what to do, so starting in March of 2022 we started to do our own research in finding siding (which was in stock in *********, and we were in Blackfoot) and hiring someone else to complete the job. We consulted a lawyer who recommended that we call/text/email them stating that if the job is not completed by "x" day then we will pay the remaining balance on our invoice, Continued in word doc below

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  This business required a deposit of over $6000 and never performed the siding wor4k, nor was the product ever delivered. Tried significant time contacting the business and owner (***********************) for reconciliation with absolutely no results. Took the money and ran

• Initial Complaint

  07/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I had them install $12000 of windows 2 of them are failing already, I paid extra for a 25 year warranty for any issues and i cant get anyone to help now they down even show any contact info. i need help.

• Initial Complaint

  05/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We purchased siding from the company Direct Home Outlet in June. We understand that some of the siding has been on back order. However, the owner came to our house more than a month ago and told us that he has part of the siding. He said the college students/ part time employees would install it four weeks ago. He said that the other siding would be in in a few weeks (which would have been the end of April). The siding was not installed and there have been no sign of anyone at our residence to do any work. We have the large box of siding in our back yard. The box is soaking wet due to the past rain,sma and the grass is dead underneath the large box. The paper was installed on our house, but it is clear from the work done, that the college students have had little experience with this kind of work. Earlier, when they were taking off the wood siding before applying the paper, the young workers pounded on the wall outside of our bedroom so hard that we found 5 very small holes in the wall. There were also several sprinkler heads broken during the removal and several of our outlets have been completely covered by the underlay/paper. I have to go to the hardware store to find the right staples needed to reattach most of the paper on the east side of our home, because the wind has now ripped it loose. We really feel like his employees do not have the experience needed to be doing the work on our home. We would like our deposit refunded minus the paper and the removal of the siding (****** the owner told me that it would be much less than ***** dollars to remove the old wood siding). Give us back the majority or our down payment ($9,000), or give us ALL of the materials, and we will find someone more qualified to install it. We want to be fair and honest. We know that there has been a problem with the supply chain and are aware how hard it is to find qualified workers in our area. However, our home is a big investment and we can't afford anymore problems.

• Initial Complaint

  04/07/2022

  Complaint Type:

  Order Issues

  Status:

  Unanswered

  More info

  In April 2021 we signed a contract/bid for siding installation on our house. The bid was $25,314.65. We made a down payment of $5459.00 on April 12, 2021. The time estimate given was that the installation would be finished by late summer at the latest. The time kept getting pushed back. We were told that the supply chain issues were affecting the delivery of the vinyl siding, but that the stone siding was available and they would start on that part. That still has not happened a year later. We had also signed a contract/bid for window installation at the same time. When the windows were installed, the siding removed was discarded rather than replaced. We specifically asked that the siding be replaced due to supply chain issues and uncertainty about when the new siding would arrive. We were assured that the siding would arrive promptly, but in the mean time, protective wrapping would be applied to all bare wood areas exposed. That never happened. The bare wood was exposed and unprotected throughout the entire winter. A year later (April 2022), the protective wood was still exposed. At that time we requested to cancel the siding project so we could proceed with a different company. We requested a refund for our down payment. The refund has not been provided and the company has refused to answer our calls.Another project we signed a contract/bid for was for a Trex deck. The bid was for $10,918.14. On April 12, 2021 we made a down payment of $5,000. The deck construction was started but was never finished. The sides of the stairs were never finished. The railing was never installed. We made multiple requests for information regarding the completion of the deck. At first, we were repeatedly promised that someone would be there "in a few days" to finish the project. This never happened. Now the company refuses to answer our calls, texts, and emails. We would like to end this contract so we can pursue hiring a different company to finish.

• Initial Complaint

  03/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  We subcontracted ****** and DHO in October 2021 to complete the installation of siding and roofing for our new construction home. We paid DHO $29,000 to order and pay for "backordered" materials. ************* came to install housewrap in prep for windows and siding install. It was done improperly on first attempt and I advised they take it down and correct it. Second attempt was only slightly better, but left unfinished. ****** voluntarily told me who materials were being ordered through. I contacted both suppliers who confirmed they engage in business with ******, but have not been paid for any materials related to our build. Currently ****** is avoiding my calls and won't respond to texts. Job is incomplete, materials have not been ordered or paid for.

• Initial Complaint

  03/06/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had $11,000 in windows installed in the fall of 2020, in May of 2021 I noticed a few warranty issues with two of the windows. I called Direct Home Outlet and they sent someone to verify the issues. They agreed that the windows needed replaced due to manufacturer error. I was told the replacement windows had been ordered. I have been unable to reach anyone in the company for the past six months. I purchased windows from this company in large part due to the warranty. The total lack of communication from them should be a warning to all. My fear is the company has gone out of business and Im stuck with a defective product with zero recourse.

  Business response

  03/07/2022

  Hi ****, its a manufacturer warranty - We will help facilitate on

  making that claim. You should expect a call within a few days.
  

   

  Thank you. 

• Initial Complaint

  02/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On July 28,2021 at 3:34 pm, I paid half of of the amount needed for siding. This was $13,211.50. We were told that there would be a delay for the service because the wood for the platinum composite used for the siding was on a back order. Several months went by, and we hadnt heard from the company. They live in *****, so I cant just go stop by the business. They said it would be about a 6 month wait, which we were expecting. When I didnt hear anything in November, I tried to call the business for an update. I received a voice message and no answer. I tried to email, I called about ten times, and no answer from the company. When I was checking in January again, the phone number I received no longer existed. The website disappeared off of the internet. I cant contact them, and the email they provided didnt get a response. At this point, I would like a full refund since the services havent been done,there havent been any updates, and no intention of returning the $13,211.50

*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. ↩