Susan of Dillon SC (05/06/08) Beware of THD At-Home Services. We own a 106 year old 3300 square foot craftsman bungalow home. We bought the home 1 year ago and we were in the market for a new roof. On April 5, 2008 Mr. Jon Rob? Young a sales consultant for THD At-Home Services came to our home to measure our roof and give us an estimate for the roofing. After taking detailed measurements and sketching out our roof he stated that this was the largest residential roof he had ever had to give an estimate for. We discussed the options and decided since The Home Depot was a nationally know name and with Mr. Youngs assurances of professional installers, supervision of the job by a project manager, and thinking that we would have the promised peace of mind guarantee we signed a contract.
Mr. Ted Gibson, our project manager, informed us that work would begin the morning of Thursday, April 24,2008. The installation team arrived at our home that morning. They spoke little, if any, English and Mr. Gibson was no where to be seen. They did work hard that day removing the old shingles. When they left that evening we had no idea what time they would arrive the next morning. Friday morning the installation team arrived sometime after 9:00 am and began roofing. Again, Mr. Gibson the project manager does not make an appearance that day either. During the third day of installation, Saturday, April 26, 2008 the installation team sawed off a cast iron sewer vent pipe from our roof and shingled over the hole. We found the pipe laying in our yard. When questioned as to why they would do this. We were told it was on their written orders from Mr. Gibson. They then said they would put the pipe back , which they did we later discovered by just sitting it on top of our roof!
We contacted Mr. Gibson, who told us to hire a plumber to fix the pipe and that THD would cover the cost. On Monday, April 28,2008 we had a plumber fix the pipe. The installation team then came back to our home to re- shingle that area. As we watched, they started attaching shingles directly to the wood without installing any roofing felt underneath. When we questioned this we were told it was a small area and didnt need felt. We insisted, and they had to go to a local hardware store to buy some.
On Wednesday April 30,2008 Mr. Gibson came to our home to fix some screens in replacement windows that THD had done for us and to inspect the roof. He noticed some shingles that had tar on them and told us that the installation team would be back to fix them. On Saturday morning May 3, 2008 they replaced those shingles. Yesterday, Monday May 5, 2008 it rained for the 1st time since the roof had been installed. We now have leaks where we never had leaks before. The installation team cut into our stucco chimneys (we have 4). Water was running down the outside of at least one of them . We also have 2 leaks in our attic, that we can see. Some of our attic space is not accessible, so there might be more.
I have talked to Mr. JP Brumby, the branch manager for the Carolinas, and Mr. Jeff Putnam ,installation manager, about all of these problems, and so far all Im getting is empty promises. We paid over $19,000 for this new roof and used The Home Depot because of their guarantees of customer satisfaction and quality craftsmanship. What a crock! Someone please help!
I have had to take off many hours of work to deal with this fiasco. Now with the roof leaking, we don't know if our plaster ceilings and walls will sustain damage. We have not received a bill yet for the pipe replacement from the plummers, so we don't know if THD will honor its promise to pay that or not.
James of Weymouth MA (03/15/08) I got no names for the non English speaking roofers. They had to be summoned back due to shoddy work on new roof installation. Leaked all around chimney and didn't replace rotted area with proper plywood. I still believe this roofing job is a bad one and will need future inspection. I do not believe proper flashing around chimney was done. The contractor also left numerous nails on my crushed stone driveway, resulting in 3 flat tires in 3 months.
Ceiling and wall damage with stains inside my bedroom.
Matthew of Hemet CA (03/10/08) Purchased a home in 01/04. Home had some roof issues. Had roof replaced in 03/04 by Home Depot. 10/04, Master Bath ceiling collapsed. Home Depot blamed attic air vent. Patched vent with self stick modified bitumen scheet. 12/04 had leaks over kitchen area. Home Depot blamed vent again. Patched vent. A month later, leak in same area. Home Depot came with installer who applied caulking on portion of metal flashing. 02/05 more leaks oven kitchen. This time Branch Manager came and determined that leak was due to cracks in stucco and overflowing water on side wall. Had stucco repaired, gutter added to divert water from wall, had air vents replaced.
Winter of 05 and 06 little rain. Did not notice water damage. Winter 07, noticed water spots in new drywall in kitchen area, breakfast nook ceiling (blister), cracks in new drywall in piano room, stain and joint separation of new crown molding in dining room area, blister in Master Bath ceiling. Contacted Home Depot again and this time it was wind driven rain through new air vents.
01/08 had plastic tarp over all vents. Still more water. Master Bath ceiling was not only soaked but sagging with blisters. Home Depot blamed air vents again without investigating attic or roof, not knowing that we had them sealed with plastic. Then they blamed poor seal around vents. Our own investigation in attic revealed a soaked roof deck in 2 area, master bath and piano room. This time Home Depot had no choice but acknowledging that water penetration was due to roof but would only agree to repair metal flashing above master bath. Home Depot is blaming cracks in drywall to poor drywall workmanship. They clearly refuse to link the previous collapsed ceiling in 04 with the water damage of 08.
Now that weather is dryer, noticing new cracks in drywall ceilings, bulging walls, mildew smell in attic and perhaps dry rot in ceiling joist. We are constantly re-addressing drywall issues. Roof cost about $19.000,00 and have disbursed about $10,000 out of pocket to fix collapsed ceiling, remove insulation, new vents, gutters, stucco repairs, elastomeric paint etc... So far home depot has not paid a dime since they would not even take responsibility.
Mike of San Diego CA (03/03/08) I needed a new roof, and they came out and gave me a higher estimate than other roofers, but I figured Home Depot was a good company. I WAS WRONG. They totally ripped me off. First of all, these guys showed up that did not speak English and started cutting my fascia boards all wrong. They left huge gaps and on it and put in a few nails. They totally rushed the job so the whole roof looks sloppy, and when I got home they were leaving. I looked up there, and I could see they did not even replace the flashing that I was charged for and that the guy told me would be replaced.
I complained to Home Depot, and they just told me to call here and there and nobody cared or helped. So long story short: DO NOT GET A ROOF PUT ON THROUGH THE HOME DEPOT IN SAN DIEGO. You will regret it.
Daniel of Danville CA (01/09/08) Home Depot installed a roof on my house over a year ago. In the process, they forgot to do any inspections, and now they want to come back and complete the inspections. In order to complete the inspection, they will need to rip off and reinstall 168 sq. feet of my roof. Since it has been such a long time since the roof was installed, I was told by a manager at my local Home Depot that the roof will most likely not match. If that's not enough, my roof started to leak late last week, and Home Depot still hasn't sent anyone out to fix it. As a result of the leak, my new Pioneer plasma television is ruined, and my knotty pine ceiling has several water stains at the leak location. I have found the local home services group in the SF bay area to be very unresponsive, and they have refused to escalate my complaints beyond their office. As a result, I have asked Home Depot to come remove my roof, refund my credit card, and allow me to get it installed correctly, with full inspections, by another company.
So far, they have refused to work with me at all, and seem conspicuously intent on keeping this issue within their office, and not giving me any contact information to allow me to escalate. In all of my years as a Home Depot customer, I have never seen this level of incompetence from an installation team. I have had many installations (kitchen, windows, bathroom, doors) through Home Depot, and have always had a positive experience. I would really appreciate any help you can give me to forward this to the appropriate management team. Thanks.
Faith of Rancho Palos Verdes CA (04/24/07)
Immediately after a Home Depot (Torrance,CA) roof installation 2004, significant leaking and water damages sustained in 8 areas of my home (2004-2005.) This hopefully has been resolved. However, new areas of roof failure and damages occured January 2006. At that time, Home Depot's Claims Management Service, Sedgwick, requested an Environmental inspection by Rimkus Consultants, at the request of Insurance Adjuster who made initial inspection after '06 water intrusion. The Frontier Adjuster was concerned about mold etc., possible hazards resulting from extended wet periods. This was done March 2006.
Currently the bone of contention is my receiving a copy of that report allowing discovery of any issues which could have health implications or impact the sale of my home, so they can be corrected bringing closure to this daunting experience. The air in my home remains dank and the wall behind the extensive cabinetry in the kitchen (site of greatest damage) is in question. This same wall extends into the family room and has been repaired because there were no cabinets to interfer with visual evaluation and repair.
According to the Rimkus inspector, that wall prior to repair, contained several varieties of mold. It is my contension that I am privy to a copy of the Environmental Report, it should be shared with me because Rimkus inspected my private property obtaining personal information, pictures and samples of this event. I have pursued all the avenues my 80yo brain can come up with and the Report has been refused, each service involved passing the buck to another.
Mari of San Jose CA (04/01/07)
My husband and I contracted with Home Depot At Home Services to install a new GAF roof in our home in August 2005. . When we replaced the roof once before, I got several quotes. This time I thought that we would get a good price and good quality. We were so mistaken on both counts. Three things went wrong: the gutters were not placed where we asked them to be placed. The subcontractor damaged our water heater during roof installation. We had to argue cosiderable with Mr. Licon to have Home Depot pay for the repairs to the water heater hose.
In Feb 2006, our roof began to leak during heavy rains. We received no response until we called our homeowners insurance agent. The roof had been installed inproperly, and the subcontractor came to fix it only when our insrance company got involved. My husband and I have spent throusands of dollars for home repair materials in the last 30 years. After this experience, we seldom shop at Home Deport any more. We tell our story to any one we can to prevent others from such an experience.
We got reimbursed for the water heater by home depot, and our homeowners took prompt action to prevent further damage. The roof was repaired only when we had an insurance appraiser inspect the damage. One of the workers told us that the Home Depot project manager had told them not to replace the tiles around the skylight.
Vicente of Valley Stream NY (03/21/07)
Home Depot replaced our roof in Aug. 2006. We have agreed to have our roof replaced through Home Depot cause they assured us that replacing our roof could fix the leaking problem that we have in our porch area in our house. They came out to our home and did some caulking repairs but that didn't help at all cause we still have leaks if we have rain. We are waiting for them to solve this problem once and for all .
Damaged to our ceiling tiles that we have to put ourselves every time rain is in the forecast. Our siding have cracks and need to be replaced too.
Velma of Royal Palm Beach, FL (05/26/06) On 12-12-05, I contracted with Home Depot At-Home Services to repair my roof. I was told that the roof would be completed by the middle of March, 06 (within 20 weeks of the date of the contract). On 3-6-06 my Home Depot charge account was charged $5,719 and the work on the roof has not begun.
Hurricane season is soon upon us again and I desperatly need this roof to be completed. I have been told so many lies by several different people that I feel that I have been shuffled around and nobody knows what they are doing. I need the truth from somebody.
Lauren of Hollywood FL (02/13/06) I contracted Home Depot for a tile roof in July of 2005, and gave a deposit, and was assured by my salesman that the roof tiles were in stock, and that my roof would be installed at THE LATEST in 12 - 16 weeks.
If I had any leaks, (which I did) they would dry in the roof right away. They sent an inspector, who saw how bad the leaks were, and said they would be drying in my roof asap. My building permit has been open since October.
Not one thing has been done since I signed the contract. I am still waiting, it is now 2/14/06!!! I cannot get any answers from Home Depot, all dates I have been given have come and gone, there is no one to answer your call, no return phone call, no help.
I have threatened to cancel, been assured I would get it shortly, get a new date, then STILL nothing. They delivered the tile, mostly broken a month ago, left it in front on my house, and I had to pay someone $300.00 to move it to the back of my house so it is not stolen.
No one will answer their phones, no one can do anything. I bought this roof, though it was more expensive than any other company BECAUSE it was Home Depot.
Nance of Seattle WA (01/25/06) Without any call to tell us that the materials would be delivered the roofing supplier showed up at 8 am one morning. In the course of delivering the materials to our roof they managed to crack our living room ceiling. Later that day, in a few hour lull in a forecasted 5 day rainstorm, the roofing subcontractors showed up and started to remove the old roofing. Again we were not informed. By 5pm the next evening we had water coming in through two places.
Despite calls to our salesperson (who never returned the calls), our "install manager" and a Home Depot store - who said that they were not affiliated with At Home Services despite the fact my husband met the sales person at their store, it took almost 3 hours to get someone out to fix the tarping. The store was the most helpful as they were able to get the regional manager for AHS to call us and he got people moving. There was damage to our master bedroom ceiling and wall. We were told to get an estimate, submit it to Home Depot and we would be reimbursed. This was suppose to happen for both areas of damage but the suppliers contracted directly for their repair.
I sent the estimate and never heard back. The day before the repair was suppose to happen, and almost two months after the damage had occurred and after another call to the regional manager, I find out that they are going to file a claim with their insurance who will contact us about how to proceed to get our money back and that they need to have an assessor come out and see the damage. I told them that the repair was scheduled for the next day and I was not changing it and if he needed to see it, he needed to come that day. They said pictures would be fine.
I used 4 days of my vacation to be home for the various repairs. Home Depot's insurance files a claim with the subcontractor's insurance who is suppose to pay us. We don't even know the name of the subcontractor and we do not have a contract with them but with Home Depot. I have not heard from either insurance company in at least two weeks and Home Depot is claiming the job is done...despite my more recent discovery of a leak around our chimney and a message left 10 days ago about that. We were also promised quality control and an inspection afterwards and a install manager who would be there to help us.
Ralph of West Palm Beach FL (01/18/06) On 11/26/05 my wife and I had a Home Depot saleswoman come to our home to give us an estimate on a new roof which was needed due to hurricane damage. She stressed that Home Depot did not use contractors and that their workers were their employees. She also stressed that their workers were covered in case they were injured on the job while on my property.
She admitted that Home Depot would cost us more but we were getting a "peace of mind" warranty by going with Home Depot (which was another lie). The warranty was only good if the hurricane speeds were under the shingle wind speed rating). She stressed that Home Depot is not like a small "mom and pop" operation that could go out of business overnight. She stated that Home Depot had a huge warehouse with more than enough shingles to complete their orders. After her sales pitch was over we agreed to go with Home Depot due to the "peace of mind" warranty she mentioned and due to the long waiting lists with all other roofers in our area due to hurricane damage. After obtaining the price from the saleswoman I called my insurance adjuster and he said that Home Depot was 100 per square "over" the market price due to Home Depot including their "peace of mind" warranty in their price.
After specifically requesting 110 mph shingles we signed on the dotted line. I asked the saleswoman for an itemized bill and she said it was Home Depot's policy not to give itemized bills. Before the saleswoman left I requested a 24 hr notice prior to delivering our shingles. After returning home on 1/4/06 I found my new shingles stacked up in my driveway. After calling Home Depot on 1/4/06 to request the shingles be relocated to my garage for safe keeping I noticed the wind speed on the shingle packaging was "80 mph" and not "110 mph". After making the discovery on 1/4/06 I immediately called the salesperson to make her aware of the problem. She directed me to her sales manager. The sales manager stated that 110 mph shingles were not available and that they would cost more money. Between the day the incorrect shingles were delived up to today's date we have been told that Home Depot does not know when the 110 mph shingles will be available, therefore, they are unable give us a new estimate.
Since I paid the 25% deposit by way of my Home Depot card they have already debited my Home Depot charge account and I am still in possession of the 80 mph shingles which I am unable to use. Even though my roof is not complete yet I am unhappy with the sales tactics used by Home Depot's salespeople and the poor customer service. I have been told that I would be called back on several occassions and almost each time I have had to call back to get any information.
Robert of Margate FL (12/28/05) In April of 2002 I had a roof installed by Home Depot. The subcontactor was J & K Roofing. In September of 2005 I called to notify them that my roof was leaking. It took several days to receive a call back from the project coordinator. I was informed that the project manager had to call me to inspect the problem. After going back and forth with phone calls and hassles, a completely different company came out to look at the problem. They supposedly made repairs.
All of this finally happened the week before Hurricane Wilma came through Florida. Now my roof still leaks and even more than before, resulting in my ceiling collapsing, and many other leaks throughout the house. Now Home Depot wants to blame the damage on the storm, (keep in mind I had problems before the storm even came in.)
I have gotten the run around from all involved, no call backs, no results. I finally got the project manager to call me back and he came out to look at the problem. By this time I had removed the collapsed ceiling, which revealed many holes in the wood, like a hammer went through it. He came and took pictures and said he had to go back to his boss for a final decision. Well several days have past and still no call back.
This roof is under warranty for 5 years, and is less than 4 years old. In no way could the hurricane cause this damage. I did not lose one shingle or have anything hit the roof. I am extremely frustrated with the situation, because I cannot do any ceiling repair until the roof problem is taken care of.
To date I have received no indication that they are going to fix the roof. They do not stand by their work.
Thomas of Port St Lucie FL (2/19/05): I am having a roof put on by Home Depot. The subcontractor is Vista Roofing. They did complete the job of installing a new roof but they didn't put the flashing on my home -- important to channel water away from disastrous trouble zones. They did not lead line my roof vents or replace them with new ones. They did not consult with me on removing my dish antenna, they shingled around it, then the antenna was relocated by Dish Network and a hole in the roofing was left as a result.
The skylight leaks from improper sealing. All the white drip edges are stained from roofing tar the men had on their hands and they left it like that. My gutter has not been replaced as the contract requires and my downspouts are still attached and not removed or discarded. Home Depot did not reimburse me for the expense involved to relocate the Dish antenna.
The roof is leaking, causing damage to the interior of my home.
Tony of Hernando FL (2/14/05): From the salesman to the customer service reps and their so-called resolution specialists in Atlanta, I was lied to from begining to end. I was told that Home Depot does not use local contractors by the salesman. I was told they have a crew that is factory trained and work for Home Depot doing regional work. I was told quality control is carried out throughout the job. I would have a job foreman/Home Depot rep. that would ensure quality through inspections throughout the different job stages. Communication would be priority. All lies!
First off, from the initial store visit I was given a hint of things to come.. After 2 1/2 weeks of not seeing or hearing from anyone, I went to the store again. My paperwork sat in a drawer at the store all this time? In an effort to "make good" they rushed a salesman over to my house. Even though Home Depot was a good $3000.00 over everyone else, I went with them for the so-called quality control, inspections, comunications they are so proud to advertise.
The job was run long distance, no one could ever give me a decent answer on any issue. Materials, permit, the left doesn't know what the right is doing at Home Depot. It was hell just getting them to do the job. You call for a status and the job forman would tell you we are waiting on the permit. You call again and they tell you it is material. Whatever it takes to get you off the phone. This job was first initiated week of Sept. 04. They showed up Christmas week.
They did the dry-in 2 days before Christmas. A well-predicted cold front moved through the next day. My house leaked like a strainer. These so called professionals in one day ruined my whole house. From the guest bathroom on one end of the house to the master bedroom on the other. To a seperate part of the house in the garage. Water seeping into my walls coming through fixtures everywhere. They left major portions of the main ridge vent exposed throughout almost the full length of the house. Did not properly flash the garage portion and created a giant hole in my garage ceiling loaded with water (brown water).
Belinda of Beverly Hills, FL (03-16-2004):
Over the past few weeks, I have been obtaining estimates to re-roof my home. I called Home Depot wondering if the job would be less expensive.
The rep came out, attempted to sell me materials that I did not need, and tried to scare me aware from using local companies. He told me that if anyone fell off my roof, that my homeowner's insurance would not pay for any injuries, and that I would lose my house.
When I told him that I needed to consult with my attorney regarding the information that he gave me, he told me that I would be stupid to wait because I was in danger of my roof blowing off because it was "stapled in place". This is not true.
He offered the "12 month same as cash" story, and I told him that I had to check out info he gave me. I told him that if he told me the truth then he would get this job, but that if he lied to me about the information that I would tell everyone that I know.
I think he saw a young female and thought he would take advantage of her. He employed scare tactics to try to get me to sign a contract for which he was charging nearly double the five other estimates I had already received.
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