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Expo Installation Service

Expo Design Center • Bathroom remodeling • Kitchen remodeling • Other remodeling • Flooring • Installation foul-ups • An installer's view • Refunds & exchanges • Customer service • Returns/refunds • Low-price "guarantee" • Contractors' advice • Insider's view --- News • Home Depot to Close Expo Chain

Timothy of Chicago (10/01/02):
Total Purchase Amount: $3821.23. My experience with Home Depot Expo has proven to be one of the worst experiences I have had in my 50 years as a consumer. The problems have been myriad. The order was two months late (ordered originally on July 1, 2002); we received no followup or information (as promised) by anyone from Home Depot Expo. When were informed the order had arrived; we were later told that it had been misplaced -- taking approximately four additional days to find it.

I had to actually threaten to contact the Illinois Attorney General in order to "motivate" Home Depot staff. Today (October 1, 2002) the installers have just phoned at 8:00 p.m. to ask if I still would like to have my blinds installed. This is beyond bad. The is the height of unprofessionalism; the likes of which I have never experieneced before. I will never, never, never, never, never, never, never buy an item from Home Depot Expo.

Michele of St. Louis writes (11/26/01):
My husband and I purchased a set of gas fireplace logs and ordered installation through Home Depot Expo in St. Louis. The store was running a $79 installation special. Since we were in the store during the first week of its operation in St. Louis, we were told that installation that same week would be no problem.

We explained that we had a gas pipe in the base of our fireplace that had been installed when the house was built and that there was only a firestarter ring in our fireplace. Our salesman "Phil" said this would be no problem to convert to a standard gas log set up. Our installer called two days later and set up an installation date of the following Friday.

My husband and I took off work and waited. The installer "Buster" never showed. We called the store who reached Buster. Buster said he wasn't coming but he could squeeze our installation in on Monday. We explained that we couldn't take off work on MOnday. So, Buster said he would come out on Saturday but he'd have to bring his 7-year-old daughter with him. This didn't sound right to me so, I called Home Depot Expo who told me that this was against company policy and I was told Buster was fired.

Supposedly an expert installer was contacted. He showed up at 4 pm and told me that he'd "never done one of these before." He looked at our set-up and stated it would be a 4 hour install job and that he didn't have the tools to do it properly. He would come back at another time, after he bid out the work. He bid out the $79 install at $319 but Home Depot Expo agreed to only charge me $160 due to the inconvenience.

Another install date was set, and again, my husband took a day of vacation to wait for the installer. We were told the installer would be there between 7 and 8 am. But he never showed. We called Home Depot Expo at 9:30 am. They put me in touch with the ISA installation company who told me that ISA had been fired by Home Depot and that they no longer work with Home Depot Expo.

I called Home Depot Expo and spoke with Jim and Monica. They told me they would arrange an installation later that day by a company that only does gas log installation. Metro Gas Log installation company would be out in the afternoon. We were told we were the 2nd job of the day. At 4 pm I called Home Depot Expo who again called the installer. Matt called me and told me (it was 5:30 pm when he called me back) that he was finishing a job and might get there by 6 pm to start the job but couldn't finish it today.

I asked how many fireplace log sets he'd installed today. Matt said he was on his 4th job. I stated that Home Depot Expo said we were to be the 2nd job of the day. Matt said, "Well you were the 2nd Home Depot Expo job I accepted for today, but not the second job." I wanted no part of a partial job and I had to leave my home at 7 pm for a committment I'd had for weeks prior to this installation mess. I called Home Depot Expo and spoke with Jim. Jim said he was very sorry, but he didn't know what to do. I explained that I was going to return the logs to the store.

When I took the logs back to the store, I discovered that my account had been charged as if the logs had been installed and not only that, but charged $152 plus $160 plus $79 for the installation. It took 3 managers 45 minutes to attempt to clear my account. A manager said he wanted to encourage me to keep my account open. How would I feel about a $50 gift certificate?

I said I really didn't care. He said, "Well then, I'll just ask the company to mail you a $50 check for all your trouble. And by the way, here's my card, if you don't get your check give me a call." I haven't seen the check and frankly, I really don't care... I certainly am not going to call Home Depot Expo again and do not plan to do any business with this company. If they cannot install something as simple as a set of gas fireplace logs, what in the world can this company install correctly?

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