Lee-Ann of Ajax OTHER (05/05/08) The windows were bought in November, 2005 and installed early in 2006. The three at the front of the house were mismatched with each other, not what was ordered and the flashing was misinstalled. I've been trying to get them fixed or refunded since the day after they were installed over two years ago. Despite the fact that Home Depot has never disputed that they were wrong, even sending out representatives last summer (July, 2007) to, once again, establish the fact that they're wrong.
I've gotten nothing but the runaround, lies (claiming the windows are waiting to be installed; setting fake installation appointments) or non-responsiveness from the store, the contractor and now the Customer Resolutions Specialist at head office. Despite her letter of apology, I haven't had a single call returned from past calls or the daily calls made over the past two weeks.
-will affect resale with mismatched windows at front -incorrect installation of flashing resulting in moisture leakage
Linda of La Marque TX (03/03/08) We had Home Depot install siding and windows five years ago. Seven months ago we found out they did not seal our windows properly, nor the siding and trim. We have rotted out window seals and musky smell in our home, along with termites and carpenter ants. They admitted to not sealing the doors and windows properly but say the termites are our problem. My home was checked for termites/ rotted wood before HD would install siding and windows. We had no problems. They will not install if anything is wrong. Home Depot replaced 1 board under a patio door but did not use a treated 2x4. That same board was powder in 5 years, where termites had eaten it up. I only found out when we had concrete poured for a drive. Then we checked our window seals and found they looked fine, but with a little pressure, found them to be rotted out. Most of the windows had some kind of damage, some real bad due to water running down them for 5 years--probably mold, also.
At first HD accepted the responsibility, now they see how bad the damage is and want to only replace the window trims, re-wrap and seal. It took them 7 months to come up with that. They've been dragging their feet avoiding the REAL problem. They don't want to accept any other problems their incompetence caused. Our home is 2 story and 2800 sq ft.
We're not sure of the exact damage yet.
Larryh. of Palo Cedro CA (02/07/08) I have been a General Building Contractor in California for more than 20 years. I undertook the remodel of a sunroom. The home is 2x6 construction with T1-11 siding. The T1-11 siding also acts as the shear on this house and so is applied directly to the stud framing. I ordered 5 Anderson windows with factory applied jamb extensions, a 9'-0 Milgard slider, and a 3'-0 Masonite door. I explained to Chris, the sales person, the type of construction, including that the nailing fins were to be applied directly to the 2x6 stud framing and the siding over that. Chris submitted the order and I waited the 4 to 6 weeks.
When the order was unwrapped at the house several problems were noted. Parts were missing and cut too short for the slider. The center slider did not provide the 36 opening as required. The Jamb extensions on the windows were oversized and protruded up to 1-1/4 beyond the framing. One jamb was split from a misplaced nail at the factory. I immediately notified Chris. After 4 weeks without a solution I called chris and was told he was having a problem getting Anderson to respond, so he told me to call Anderson directly. I called however as soon as I mentioned Home Depot, I was told I would have to go through them. I told Chris I needed to close the walls because of the coming inclimate weather, he told me that I could go ahead and install the windows because the jamb extensions could be removed even with the windows installed.
Well 4 months have gone by, with numerous assistant managers, broken promises, inspections, etc. Today the Manager Russ told me that I installed the windows incorrectly and offered me $400.00 to settle. I refused the money and requested a letter citing his position. My plan now is to order replacements, remove the Home Depot products, and install the new, finish the sunroom, get paid and then take some sort of action against Home Depot to try and recover some of my losses.
My abilities have been questioned, despite my showing Home Depot that my installation was done correctly, Building codes (table 23 of the 1997 UBC, and IBC table 2306.4.1) also the Plywood manuf. standards and AIA standards. I was supposed to complete this project before Christmas so the family could use the room, that did not happen. The delays have tied up my payments. I had to stop my subs, drywall, etc. Which caused many scheduling problems and bad feelings. The house wrap has weathered and torn, rain has leaked into the room on several occasions. I have had to go and clean up the mess and patch many times during storms. I am over 4 months behind schedule and that alone has hurt my reputation.
Michael of Santa Cruz CA (01/16/08) On 1-21-05 I purchased all new doors and windows from Home Depot subcontractor Viplex Industries, currently now owned by Home Depot. My window and door warranty is a lifetime warranty and is transferable one time. On Nov 16, 2007 my bathroom window spontaneously shattered. I called the Home Depot at Home warranty center (2373 Lincoln Ave., Hayward Ca 94545/ 800-436-3022) at 9:45 am that day. I left a message with my name and number on the general voice mailbox. (No call returned by the 19th.) I called again Nov. 19th and 28th with no call back. I called Nov. 29th and reception transferred me to case manager Marissa who scheduled a service inspection for Dec. 4th between 11-12 noon. The field rep would be John. On Dec. 4th at 10 am, Marissa called to reschedule the inspection to Dec. 6th at 10 am.On Dec. 6th at 9 am Marissa called to request service call be pushed up a few hours; I refused to change my time. Dec. 6th John arrived at 10 am, inspected and took photos of the window. I gave him copies of my warranty and original window order.
On Jan. 8th I called and talked to Marissa to find out the status of my window. She told me that the window order was placed to the wrong manufacturer and had to be reordered. I expressed my disappointment in her communications with me and not letting me know what is going on. She promised to call the manufacturer to see what is happening with my replacement window and would call me back within 24 hrs. Its now January 16, 2008; as of this date I still have not received any communications of any form as to the status or when my window will be repaired. Merissa Chavez' manager is Charlie Garrison, 510-731-1023. I was not allowed to talk to the manager, Charlie; he was never avalable
Brian of Decherd TN (01/08/08) We had new windows and doors put in by the Home Depot. When the door was put in, it was put in very poorly, and the handle didn't have all of its parts. When the door was closed, it had a big gap that let insects and cold air right into the house! After 4 MONTHS of phone calls and letters, they sent a guy out, and he said yes the door was put in wrong, but he couldn't do anything--that he would be back in a week. Two and 1/2 weeks later he came back, pulled the door out, put it back in and it looked a lot better. He left, and that night it was cold; the next morning the door would not open! The following week, he came back again and messed with it and it closed right, but the door got some chips in the fiberglass, and he tore up the weather striping. He said he would be back out the following week to put new stripping on but never came back.
My windows also have air coming through around the sides, and one does not close right! I have sent them 27 e-mails and have been calling them twice a week since Sept 4; it is now Jan 8! It seems like once they have your hard-earned money, they could care less about customer service!
Our heating/air bill has not gone down the 33% they said it would; it has gone up 20% from last year, and we are having a much milder winter than last year. The door does not look like the $4000.00 door we purchased! We bought expensive doors and windows and got the lifetime transferable warranty, and have gotten nothing but headaches. If a window gets broken, since they can't even get the first install finished right--who knows how long a customer would have to wait for them to repair something on the warranty?
Erika of Boston MA (01/04/08) On 10/18/07, I went into my local Home Depot store to order some Anderson Windows. Armed with measurements from my contractor I ordered 6 customized windows (heights/lengths). I was told they'd be in the store within 3 weeks. 3 weeks later, I hadn't heard anything so I stopped in at the store to inquire about my order. This is when my nightmare started.
They never arrived. I got a new ETA (end of November). At the end of November, 3 of my windows had arrived in store but I was told the other 3 didn't make the truck weight limit. They'd be in the following week. I went in the following week and was finally told that my remaining 3 had been broken upon delivery to Home Depot. The new re-order date was 12/15/07. On 12/15 no windows came in. I was given a new date of 12/28. On the 28th, I went into the store; no windows. I called yesterday (1/3/08) and 2 had arrived and they promised to deliver them to my house free of charge. The remaining window now had an ETA of 1/15/08. They never delivered the windows so I went into the local store again only to find out that both windows had broken screens. To date, 78 days later, I still only have 3 of my 6 windows. I contacted customer service at their headquarters this morning and the new ETA is 1/28/08. To make matters worse, when I went in on 12/28/07, I had an associate of Home Depot tell me that they didn't care about my order, my problem or the problems of other customers because Home Depot had no other competition.
The major consequence is that when I originally ordered these windows, it was October. It wasn't very cold outside. I thought that we'd have the windows weeks later. 3 months later and 3 snow storms later, my house is freezing. The heating bill is upwards of $400 because of the broken window in my house which I've attempted to remedy by purchasing windows at Home Depot - big mistake. Every time I arrive at the store, I receive a new ETA date of arrival. It's just frustrating because there's absolutely nothing that I can do but wait.
Roza of Pond Eddy NY (11/12/07) I don't know where to start with how disappointed I was with Home Depot, who installed ten replacement windows in my house. I have been charged $5,560 for this job. I had list of what should be fixed just right after the installation including damaged wood, walls and siding. I was astounded by the lack of organization and professionalism. Their windows installers did a very poor job and the windows look horrible.
I am a single working woman and feel they took advantage of me. I started a long series of complaints with the Home Depot (windows installer). At some point project manager was agree with me and made a suggestion to take windows back and reverse the charges. Then he informed me, that the company manufacturer has to inspect the windows. It took three months for them to set up an appointment.
Finally on October 30, 2007 they sent two representatives from Home Depot and two people represented windows manufacturer. They looked and inspected the windows and after few days project manager called and told me that they were recommending that all 10 windows will be replaced. I truly believe the new replacement windows will look exactly the same as old ones.
I spent hours on phone and days waiting for someone to come and look at the windows. I demanded an independent inspector in October 2006, but didnt get any response from the regional manager. In the meantime I have holes throughout the windows frames (despite of they claim the windows are energy saving) and holes in the walls as well.
The reason that I chose Home Depot in the first place is that I was thinking they are well known company, and I expected good job to be done. At this time I want Home Depot to take windows back and reverse charges (I agree to remove the windows on my expense).
Now, when winter is coming (and in my area its very severe cold) i have to spend more money for the heating the house, since i have holes all over the place. Also i spent hours on phone, and had to take days off to meet with the HD representatives.
Darryl of Simi Valley CA (10/21/07) Wanted to purchase windows for my house to be installed by Home Depot. The service would cost $50.00 and would be refunded by the store when the installation was made. Numerous errors were made on the quote. After Eric corrected the problems he and I both found, the quote was sent back; but the cost of the windows was 20% higher than previously quoted. Eric sent it back to the manufacturer Jeld-Wen who refused to accept the original price. I waited almost 9 days for the initial call, and no one ever contacted. I made 5 trips to the store and numerous calls. Today I went into the store to see what had happened to be told Jeld-Wen won't accept the original quote. Mr. Hatto. manager, said it was my decision not to purchase the windows at the higher price and would not refund the measuring cost.
I'm out $50.00 after the bait and switch Home Depot pulled. I will be canceling my two Home depot Accounts. If there is no customer service then I'm no longer a customer.
P. of West Palm Beach FL (09/18/07) I placed a special order for blinds July 25, 2007 and was advised that the order would be filled within two weeks. In less than week of placing this order, I received a phone call indicating that there was a backorder September 5 then to September 15. The blinds were installed on September 14 only to find that at least two and in fact all three are defective.
I was provided with three options: one to cancel the order which was not truly an option since the installer had touted how wonderful Home Depot was about standing behind their product, I allowed him to take my old blinds away; two wait until the middle to end of October for the same vendor to fill backorder; or three go with another vendor at a subtantially higher price. Throughout this entire process, I have found that the staff have been less than responsive.
Kathleen of Ocean Shores WA (05/04/07) Had windows installed (Informed by the sales person that they would replace any damaged, unsuitable wood- which was considered a plus since most of the other vendors said they would have to wait and see what needed repairs). There was damage to the window frames (moldings that should have been replaced were piece mealed back together with lots of caulk).
There was damage to the siding that was just filled in with caulk, The front door would not open at all! (latch misinstalled or misaligned), the screen door lock was put in upside down, both screen doors were on crooked and were loose; the back screen door has since fallen off.
We complained to the project manager who acted like we were making this up and she told use she would have to see when she could get someone out to look at it. Someone did come out to look at it and said that yes they needed to do some additional work and he would contact the mgr. I called the manager late the next day (as we were leaving town) and she gave me a date for repairs when we were still out of town. She knew we would be out of town but supposedly the guys did not need access to the house. I also informed her about the screens; as the guy who came out to reinspect the house had not known about the screens. ... The repair men did come out and do some of the repairs, but not all. There was no call back until about a week and a half later, the sales person called. We told her we were unimpressed with the workmanship (and now the product since the screen had fallen out) but we had 6 visits from HD and we decided to take the rest on ourselves, the best we could.
Since her call the project manager has been calling. I have tried calling back once but am tired of getting voice mail and have not left a message. Consider it a $11,384.00 lesson learned. ouch
Gena of Santa Cruz CA (03/27/07)
I went to home depot to look at dual pane windows and shutters. I wanted to make my home energy efficient. I paid a deposit on the shutters and made an appointment for the window instillation estimate. I had the benefit of two estimates for windows and when the guy arrived he looked at the other estimates and offered to do the job and give me one year with no payments and no interest. I expected to have the contractor come out to measure the windows for the shutters. The contractor was not a contractor but a laborer hired to measure windows. When they came to install the windows they were all smaller than the openings. The windows are not energy efficient My windows appear to be square and four inches smaller than the previous windows. My energy bills went up. I have complained to Home Depot, Viplex (owned by Home Depot) and the credit services as I want the windows removed and I am sick about the fact that I was lied to. I NEVER SAW A CONTRACTOR for $9,700.00 worth of work.
Ann of Hartland, WI (08/14/06) We had all of the windows replaced in our house - the downstairs in spring and the upstairs in fall.
There were two different installation crews and both failed to put insulation around the windows. We have had to have the Home Services department return multiple times to replace windows and/or to reinstall them because they do not fit properly. After a year, we are still trying to get them to resolve the issue of properly fitting the windows because we are unable to lock several of them.
We paid almost $10,000 for windows and professional installation, however, we did not get a 'professional' or quality installation.
Fran of Columbus OH (02/08/06) In mid-2004 we decided to replace our windows and shutters. We ordered them from Home Depot.
The windows were installed a little later throughout the house; but the shutters did not get installed until late November of that year. The windows downstairs were done very sloppily, and workers ruined the wallpaper around the windows in our dining room. We had to call workers back later because we could clearly see the outdoors through the front windows; at that time, we asked them to check all the windows to make sure they were sealed on the outside.
When they came back to do that work, I asked them why they did not check all the windows outside for seal. They said they had come the day before to check that out. We were home that day. We saw no one checking the windows. Neighbors saw no one either. We have been alarmed about our increasing utility bills since the work was done. It was so cold a couple of weeks ago that I began checking the windows myself. I could feel wind whistling through one of the windows.
In addition, one of the shutters was hanging by one plastic screw and banging against the house; we feared it might blow off in the wind and injure someone or property. I called Home Depot. They sent someone out last week, who replaced the shutter which by that time had come off completely. He replaced some caulking in one area of one window. He did not check any of the other windows, inside nor out. He left at one point, saying he was going to pick up parts for the shutter from Home Depot. We never saw him again.
At some point he did come back and replace the shutter, but we did not know when he came back nor when he left. The following day, when the rooms remained cold, I began again checking the windows again. Upstairs we had the same condition as downstairs. I bought some caulk and tried to close as many openings as I could. In some of the windows wind was coming in locations that cannot be caulked; I now have stuffed paper towels in those openings to keep out the wind. It is impossible that those windows are sealed from the outside!
And this is not an old house that you would expect to be drafty. I am trying to figure out what to do next. More than $7,000 dollars is too much to spend to be putting up with this.
John of N Tonawanda NY (01/23/06) I ordered 5 replacement windows including a large picture window from Home Depot. On the day of the initial installation, the hired contractor had 1 window installed and another started when the building inspector came and shut the job down as they did not have the required permit.
The picture window I ordered was not what they brought. Once the permit issue was rectified, and the correct window was ordered, the same sub-contractor came back to finish the job. They installed 2 windows with significant gaps and they weren't square. Also, they had blemishes and defects. I already had the kitchen window replaced as it had bad seals.
Magally of Philadelphia, PA (08/17/04): A Home Depot salesman came to my house on May 29th, and that same day we decided the price was right to put on some new siding in my house. They later called to schedule an appointment to come do the siding on July 8th.
July 8th came, and I did not go to work waiting for them. They did not show up all morning, nor did they give us a call. At 1 PM, after 2 calls I made, they finally called my husband on his cell phone, not me, and told him it was a mistake by their part, and they would come on the 9th. But the 9th came with no show and no call, again. Then, they said they would be here late in the day the 9th to have everything ready for early on the 10th to try to do everything in one day. Well, no show. The 10th came and they showed up here at 8am, and guess what? no material. It was 11:30am when their leader drove a van to New Jersey to bring the materials himself. They did not start working until after 2pm, and of course, did not finish.
The next day, the 11th, I woke up to noise made by the siding contractor working. Thirty minutes later, though, I didn't hear anything, so I went and and checked -- and they were gone! So, after waiting for 3 hours for someone to return our call, they said that they didn't bring enough material and could not finish until Monday. They left trash all over my property, including in front of my house! I was so embarrassed. I live in a very nice neighborhood and you DO NOT leave trash in front of your house over the weekend.
Monday came, it was raining and of course nothing got done. Tuesday morning, they did not show up as scheduled again, and said they would be here around 11am. Wednesday, finally, they finished the job, but couldn't replace the gutter because they had to bring another one. They left, leaving the trash again. Friday, they came and took the trash, but brought no gutter yet, and left a paper for us to sign as though the job was done, when it wasn't.
A week later, the guy came over to pick up a check and gave us a "discount" of $300.00 for 2 days missing work. We still had no gutter yet. Remember, everything was supposed to be done July 8th. Well, today is August 17th and they still haven't put in the new gutter as per our contract.
Because of their not doing everything on time, we ended up paying $618.00 extra to a contractor that was already set up to build a new deck in back of my house, and had to delay for 3 weeks because of these people from Home Depot. Now, my beautiful brand new deck has an ugly, old gutter right in the middle. And I ended up paying more money than expected.
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