Home Depot Floors

Three weeks later, they still have not removed the carpet and padding. We told them we didn't want it. We have moved the furniture 7 times now from scheduled appointments never kept by them for removal. They say they'll be here and never call and never show up. Now we have another appointment for removal tomorrow - we'll see if they show up - 8th furniture removal for us. I am so disgusted.

The vinyl flooring installer never came back. He also never caulked the baseboards that I DID NOT HAVE TO HAVE REMOVED IN THE FIRST PLACE. I paid $5500 for a terrible job. I have called...tried to be reasonable, screamed, yelled...but to NO avail. This company USIG should be investigated by the government. Home Depot employees are very nice people but they don't know **!!! Don't believe me??? Go for it then... Let Benny in Tallahassee oversee your job. You will find out what stupid is!!!

I don't know how much this LifeProof flooring expands but I'm sure it's not 2 inches. The foreman stated he would need to rip up the entire job and redo it to fix the issue. He said he couldn't do that and to call Home Depot so I did and I sent the pictures that you see below. Home Depot admits this is installed incorrectly and it was a bad job but it's too expensive to on their end to redo. So the store manager sent this issue to the regional manager to look into. I'm so upset we put everything we had into this new home with everything new. We gave a trusted company money to do a job they promised to complete with high integrity. I would not recommend using them at all. Home Depot cannot be trusted.

Again I was put on hold for about 15 minutes, until they got back to me to tell me that they knew nothing but had tried to contact the carrier without success (I am quite sure that the entire time I was on hold, they were also on hold, with the carrier). Instead of wasting yet more time on hold, the next day I tried my luck with the websites online chat. Again, no luck, and they actually suggested that I call the carrier directly. I thought that was their responsibility! So, the online chat was absolutely no help whatsoever.

After leaving negative feedback re: online chat AND calling the carrier myself, AND calling Home Depot's customer service, I finally received an email from Home Depot. The upshot of the whole mess is that apparently the carrier "lost" my shipment and Home Depot refunded my payment (well, I still have to wait 7-14 days to actually have it credited to my bank account). So, to recap, Home Depot took my payment, lost my shipment, and left me (and my tenants) waiting for 4 weeks. And what did I get out of this? An apology, a $50 gift card, my money hopefully refunded at some point in the future, and a healthy mistrust of doing business with these people again.

Their solution: "Oh we can add plywood underneath the product within your entire house for $6k" ($6K! For maybe 80 sheets at most) to make up the gap, or we would have to replace all our door casings (again for an obscene amount of money). This kind of tactic is just like a sleazy car repair guy taking your car apart and holding you hostage for “un-foreseen” items before he will put it back together. At this point, we were really given no choice and being held hostage. It is costing us money every day we cannot use our home. This all could have been prevented if the flooring measurements and quotation were done by professionals - we mistakenly assumed that Home Depot employed such knowledgeable individuals - that included the thickness of the flooring needed to have a professional workman like result.

This is NOT an unforeseeable event and even the installers stated, "They see this all the time" - these are the Romanoff subs that work for Home Depot! Of course, in construction things come up, you run into things you don’t expect, but this is not a “thing” such as that, this is a basic requirement to install the product they convinced us to buy, obvious to actual professional within minutes of entering the home. We aren’t looking for something for free here, we are looking for them to make good on a satisfaction guarantee and to deliver what they quoted in a reasonable timeframe in a reasonable workmanlike result, and most importantly to make that kind of decision up front before we were pinned against a wall.

All-in if we were to agree to this abuse we would be at something like $12/sf for LVP! I feel that this is in fact definitionally a form of extortion - demanding money under threat, but now it's not only a threat but rather harm being done to us every day that goes by; however, Home Depot is so large that they have no interest in reaching a solution that does not cost us more money or time. It's more pressure on us the more time they take. No one is personally responsible and they hide behind process and hierarchy. These are bad people, or perhaps people not taking responsibility for the terrible things they are doing to people and blaming it on corporate chain of command, rules, and hierarchy.

I just spoke with and Ops MGR who made it abundantly clear he couldn’t give 2 ** about the situation, no regard for my displaced family, no regard for the costs already inflicted on us, no regard for the time it’s taken already, no regard for the fact we burned a week we took off work - take it or leave it, pay or cancel. How and why do they employ people like this? Their upside-down pyramid of “customers first” is a joke; it’s ridiculous to look at them in their “customers first” orange aprons, and maddening the hours and hours I’ve been on the phone on hold listening to their “what’s better than saving money? Saving time” hold repeat - both of which are far from the truth and stunningly insulting. Use these people at your own risk; What a terrible decision; I dread the idea of figuring out and unwinding this nonsense.

I received a call, but no voicemail, from HD and called back every day for 4 days before getting hold of someone. I was hung up on several times, then told that the lady who called had not left a note for her reason for calling so I would just have to wait for her to call back. Finally got in touch with her and turns out we chose a product that still wouldn't work for our floors. Why wasn't this brought to our attention a week ago when we were in the store? Unsure. We were then told that it was not an option at all to have hard floors and we would have to pick carpet. Why wasn't THIS brought to our attention several weeks ago? Why didn't the person who came to do the measurements do his job and check if the floors were level? So many questions left unanswered and unclaimed by HD.

We received a discount for the carpet and sheet vinyl we ultimately chose, but the contractors came back TWO WEEKS later and discovered our subfloor near our door was "inadequate" and would not install. It seems as though HD install crew are paid hourly and in order to do less work, they find any small reason NOT to install floors. Our subfloor has been checked by another legitimate company and is fine to install vinyl and carpet. We received no apology from HD and have wasted so much time waiting for them to make this better. They never do, they never did. DO NOT hire them!!!

Their carpet layout minimizes carpet but you will end up with way too many seams in horrible spots. Longs term this is a waste as the seams wear out first, especially on closed loop carpet. From now on I will go to a local company and pay more just to avoid the ** job Home Depot does and the complete lying they do. I may contact our state attorney and file a false advertising complaint. JUST DON'T EVER USE THEM!

“Lead Paint Test Required in the following rooms: BED 1 (1), BED 2 (2). Note: Homes built prior to 1978 may contain lead paint. Per Federal Law, renovations in any rooms in homes built prior to 1978 that may have 6 sf of paint or stain disturbed must follow specific work practices to prevent lead contamination. Before your flooring can be installed, we must have a certified renovator test the affected rooms for lead paint. If the test determines that lead paint is present, you will need to pay an additional amount. Please Note: 9" Tile found in the following rooms: BED 1 (1), BED 2 (2), BED 3 (2). Possible asbestos. Tile and adhesive must be tested and/or removed before installation can proceed. See plan for details. Installer may also require customer to sign a waiver stating that asbestos was properly removed before installation can proceed. Resolution: Please review with Customer.”

Since I'm capable of checking these things out before I set myself to spend several thousand dollars to remove tile that is secure and under carpet, I spoke with a representative at the store. I was told that is standard procedure for homes over 40 years old. I'm fairly certain there is no lead paint in my house and I fail to see how the paint would be disturbed while installing carpet. I also checked with various website including THIS OLD HOUSE and discovered the best way to deal with secure asbestos tile is to cover it up with carpet, tile or laminated wood. Hence my confusion, that a carpet installer would refuse to take out and re-install carpet, when doing so would not disturb the tile.

I'm not sure about the locals in my area who do asbestos removal and abatement, but they might be connected to Home Depot's carpet installer. Just a thought. Most quotes for my three bedrooms would make just the removal $8,000 to $12,000 and there would be additional disposal fees. I can't imagine that anyone would spend that amount of money and have all that asbestos floating about during clean up, in order to lay less than $3,000 worth of carpet and pad. I cancelled the order and will go with the advice of THIS OLD HOUSE. I'm sure I can find an installer who isn't afraid of my old floors. I'm very disappointed in Home Depot and the contractors that they have hired. I'm in a small rural community, but I'm sure I'll be fine without them.

HD tried to charge me $100 initially, saying it was a special bed, which it wasn't. I complained to HD that they did NOT live up to their contract with me, which clearly, they did not, and they do not care. HD is ALL ABOUT PROFIT, not living up to the contractual agreements and pleasing their customer. Also, there is only one person in all the shifts in the flooring department who knows ANYTHING about the products they sell. Pathetic. I am giving one star for quality and value of the installation service, not the carpet which is a 5.

We noticed on the floor plan they emailed us they messed up on the bar area where we wanted linoleum. So they needed now to send someone back to measure because they measured wrong. Someone came out and to make a long story short when they now figured it out it went from $2700 to $5,000 dollars for a stupid bar area with linoleum under the stools which is like 5X7 which we told them and the first guy measure that area already. We called back and asked for that helpful lady we liked and no one had any idea who she was and said that extension did not exist.

My wife was really upset and angry and asked to speak to a manager who was not really helpful. He said, "Let me see what I can do." and called us back and took $1,000 off so now we were at $4k but the bathroom was again left off the estimate. This is crazy! We went to a local carpet guy and he did it all with no hassle for like $2700 dollars and it was done in a few days. Moral of the story: You may think you are saving by these big box stores but you are not and they play games with you. Worst experience ever!

While there on this second trip my mom said, “I really need new carpeting.” So we went to the HOME DEPOT #H0650 in Carmichael, CA. (Sacramento Area). I told her I’d order the carpet she had chosen and I’d have it installed. When I returned home I spoke with HOME DEPOT #H0650 and ordered the carpet online. On 4/12/18 the individual HOME DEPOT hired to measure my mom’s home did his job. The cost to have the rooms measured was ($50.00). The next day I called HOME DEPOT and placed the order. At that time I was informed that the installation would cost me an additional ($700.00) because 7 of the pieces of furniture were wooden, heavy and would require a “special” crew. No problem. I placed the order and paid in full the grand total with my credit card in full. ORDER ID: **. The total for my mom’s small two bedroom/living room/dining room mobile home ($4,193.44 includes the $700.00).

At that time I informed HOME DEPOT and told the gal to make a note regarding my mom’s recent loss and “memory” condition. I told HOME DEPOT I needed to be there to help get things in order. HOME DEPOT instructed me to call back on Thursday, 4/26/18 after 9am to make sure the carpet and padding was received by the INSTALLER. At that time, I’d receive an INSTALL DATE, but not an “install window of TIME,” I was told that would be emailed to me 24 hours prior to the install date, but no later than 3pm on Monday, 4/30/18. At that time though I was told by HOME DEPOT that the install date was set in stone for 5/1/18 and that if I had to make travel plans… everything is locked. THIS IS WHERE IT GETS CRAZY! BOTH HOME DEPOT (#H0650) AND ROMANOFF RENOVATIONS (CA LIC #991987) dropped the ball and acted extremely unprofessional.

MONDAY. Early Monday morning on 4/30/18 I flew up to Sacramento for the third time. My plan was to get there, do what I had to do to get my mom’s new carpet in, put everything back together and then fly home WEDNESDAY afternoon on 5/2/18. My total travel costs were: Air: ($142.96), Airbnb: ($272.53), Rental Car: ($166.69), Uber: To ($19.85) and From ($25.50) Airport, Rental Gas: ($19.00), Food/Expenditures: ($150.00). Monday morning, 4/30/18, I arrived at my mom’s home at 10:30am. I was there prepping the house from 10:30am till late that evening - boxing things up for her scheduled carpet install the next day, Tuesday 5/1/18. Thank God, I took both before and after pictures. (see photos).

On Monday, starting at 3:00pm, I called HOME DEPOT requesting give me an estimated arrival time. HOME DEPOT had no answer for me and said I needed to contact ROMANOFF RENOVATIONS directly. During that day and into the evening I left numerous voice messages and I sent them numerous emails. I never received any response from either party. Everything went unanswered. WHAT’S REALLY IMPORTANT HERE IS THE ”TIME”.

TUESDAY. The next morning, Tuesday, 5/1/18, I got up early 7:00am because I still hadn’t heard from the ROMANOFF RENOVATIONS as promised by them and HOME DEPOT. At my AIRBNB, while getting out of the shower, I received an email at 8:13am from ROMANOFF RENOVATIONS that they would arrive at my mom’s sometime between 12:00pm and 3:00pm that day. (SEE PHOTO)

I returned to my mom’s home on TUESDAY 5/1/18 at 9:30am. Since I completed prepping everything the day before, my goal that morning was to get my mom out of bed, showered, take her two dogs to PETCO on Greenback where I had made an appointment to board them for the day. PETCO: ($136.00). I also needed to (1) move a PRINTER which weighs nothing and is on a cart with wheels. (2) I needed to clean off my mom’s nightstand/dresser where she has her medication. (3) I needed to strip her bed which she literally had just woken up in. (SEE PHOTOS)

IT’S 10:15AM. My mom is out of the shower, dressed. NOW THIS IS IMPORTANT. ROMANOFF RENOVATIONS ARRIVES AT THE HOUSE 1 HOUR AND 45 MINUTES EARLY or 10:15AM. They are a crew of 2. A young man (mid 20s) and a man (65) who the young man identifies as his father. My mom says hello as the two men entered the house and she’s drying her hair with a towel. ROMANOFF RENOVATIONS EMPLOYEES (the young man spoke; I don’t think the older man spoke English). He asked me if it’d be okay if they started early because they completed their previous job early. I told them I didn’t mind but I had to leave for 20 minutes to drop off my mom’s two dogs. And when I returned I’d move the printer, remove the bedding and clean off the nightstand. He said, “NO PROBLEM.” They walked around the house to check things out; then they both went outside.

I load the dogs into my rental car. I then go inside and make sure my mom is okay and tell her I’ll be back in a few minutes. When I go outside THIS IS IMPORTANT, the kid walks up to me with his phone and proceeds to tell me, “ROMANOFF always does this us. I’m on the phone with the main office. I’m trying to get a crew out here to move all the furniture. My dad has a really bad back and he can’t move anything heavy.” I immediately told him to tell them I paid an additional ($700.00) for that service. It’s now 10:30am. They're not suppose to even be there for an hour and a half. The kid assures me he’ll get it figured out. I told him I was going to drop the dogs off and I’d be right back; I drove off.

WHEN I RETURNED THE ROMANOFF INSTALLERS ARE GONE. I went in the house and my mom told me she looked out the window and ROMANOFF RENOVATIONS just drove off and they never came in and spoke to her or told her why. I immediately call ROMANOFF RENOVATIONS and there is no answer. I immediately email them - no response. It’s just a few minutes after 11:00am. Super frustrated. Super angry. I try not to make my mom anxious and tell her there’s no problem, I just need to drive to HOME DEPOT and talk to someone.

On my way to HOME DEPOT I received a phone call from KELLY **, the INSTALL EXPEDITOR at HOME DEPOT in Carmichael, CA. She proceeds to tell me that ROMANOFF RENOVATIONS INSTALLERS told her that they had arrived on time (they were an unannounced 1 hour and 45 minutes early) and that the home wasn’t adequately prepped. I kept my cool and said I’m pulling into her parking lot and I need to speak with her and her store manager immediately regarding this situation.

When I got inside I was escorted back to the office of KELLY ** where we are joined by the HOME DEPOT’S assistant manager NANCY **. I knew I was 110% in the right on every level. With that I asked them to start. KELLY, on her computer, showed my 3 photos (the printer, the unmade bed & the night stand). NANCY then, knowing nothing, proceeds to tell me that I didn’t prep the house. I was so upset… I then proceeded to explain everything I wrote above. I then showed her all the before and after pictures. I then showed her the ROMANOFF RENOVATIONS email stating they’d be there between 12-3PM which they did not know. Both KELLY and NANCY admitted the 2 installers were totally in the wrong.

Tuesday 5/1/18 morning — 11:30AM. I told them, looking at my watch, “It’s 11:30am… ROMANOFF RENOVATIONS isn’t even suppose to be at the house for 30 minutes.” KELLY immediately got on the phone with ROMANOFF and got the run around, run around, run around. I explained that I needed to get back to my mom and her condition. I told her to get this done… or this may become a legal matter. I got both KELLY and NANCY’S #s and emails. KELLY said she would be in touch with me shortly. The entire Tuesday, 5/1/18, I tried to contact ROMANOFF to no avail other than computer generated BS customer services kickbacks (SEE PHOTO). KELLY’S excuse throughout the day was that ROMANOFF RENOVATIONS was too busy and they didn’t have any extra hands.

Eventually, no phone call, ROMANOFF RENOVATIONS contacts me via an email at 5:40PM stating they couldn’t install my mom’s until Saturday, May 5th. I hit the ceiling. I work in the film industry (check IMDB/Google). At that point I felt it was important to contact my attorney and forward him all texts, emails and other forms of communications.

REMEMBER - It’s TUESDAY. I have removed everything from all the rooms and my mom is 80, she has memory issues and television is everything to her. To prep I had to remove all electronics including her DIRECTV. I tried to reconnect her TV but to no avail. I contacted DIRECTV and told them I had an emergency. I explained to them my mom’s condition, my situation and exactly what HOME DEPOT and ROMANOFF RENOVATIONS had done to the both of us. DIRECTV promised me they’d have someone at my mom’s house at 12 noon on Wednesday. I received a call at the airport. DIRECTV was there on time. (SEE PHOTO.)

That night around 8:00pm I received a call from mom… she was crying. She was so upset! Everything in her house was still moved out. She has no TV. Everything is a shambles and nothing is going to change for 3 days or 72+ hours. She doesn’t want the carpet. She wants me to get my money back. I feel sick to my stomach. I call my attorney. I draft an email and send it to KELLY.

WEDNESDAY 5/2/18 MORNING. That morning I go over to my mom’s house. I try to get her situated the best I can. I speak to her neighbors and explain to them exactly what HOME DEPOT AND ROMANOFF RENOVATIONS had done. After my stepdad had past… and because my mom is elderly… I was contact by SACRAMENTO COUNTY ADULT PROTECTIVE SERVICES. I had spoken to them before regarding Meals On Wheels and other matters. Then because of this situation I felt it was super important to contact them regarding this situation and how HOME DEPOT and ROMANOFF RENOVATIONS treated my mother; they agreed. They felt if I needed to have someone drop by to call them back. They took all the information and said they would be available for my mom. I also told them I would forward them this review upon completion.

After everything was semi-set I headed to the airport. There I get a call from KIP **, Home Depot District Manager. He starts apologizing. Telling me how sorry he is. That somehow HOME DEPOT contracts out to ROMANOFF RENOVATIONS making them sound like they’re local. This is NOT TRUE. They work with HOME DEPOT across the country! ROMANOFF RENOVATIONS is headquartered in ATLANTA, GA., same as HOME DEPOT. KIP agrees after looking over everything there is no reason the job wasn’t performed and that he was sorry. Yada. Yada.

He then tells me DEAN **, SACRAMENTO INSTALLATION MANAGER for ROMANOFF RENOVATIONS would be stopping by my mom’s house later in the day to just make sure they got an adequate number of MOVERS out for the job. We hang up. I’m not happy, but DEAN is gonna go by today and we’re scheduled for SATURDAY. I call my mom and tell her Dean is coming by.

THURSDAY 5/3/18. In the morning from Orange County, I call my mom and ask her how things went with DEAN **. She tells me he never came by, but that he called, quickly and insincerely apologized; and told her they’d get her carpet in and she’d be happy. I LOST IT. I called Kip to read him the riot act. KIP informed me that ROMANOFF would now be installing the carpet on Friday and not on Saturday. I set everything up with her neighbors; put them on alert for Saturday. OH MY GOD!!! I informed KIP that DEAN lied to him and didn’t drive by my mom’s as he had promised KIP and my mom he would. I demanded that DEAN call me. He did. I read him the riot act I told him everything. I demanded he drop by my mom’s house and do as he promised. I demanded an exact time for the install. I demanded to updated regarding their arrival because I needed to get someone to get my mom up, dressed and ready!!!

I asked DEAN why the sudden change on from Saturday to Friday… He responded they couldn’t get anyone to work on Saturday even though they scheduled it. Cinco De Mayo. DEAN also told me (which would become another lie) that he was looking to hire an electronics company to come in and re-set up and connect my mom’s electronics. This didn’t happen!!! KIP ** dropped by my mom’s house and he reconnected all her electronics. My final demand was that both of the original installers be fired!!! This entire situation started with a lie. This young ROMANOFF EMPLOYEE couldn’t do the job! He didn’t want his dad to hurt his back! So he tried to put all the blame on me and my mom… and keep in mind they showed up an hour and 45 minutes early. THIS ALL STARTED BECAUSE OF ONE LIE. BE SURE TO CHECK ALL THE PICS.

FRIDAY 5/4/18. The furniture was moved and the carpet was installed Friday morning at 8:30am. As mentioned KIP reinstalled and connected my mom’s electronics. Then returned the furniture. Is it over… NOPE!!! They put back the furniture and electronics. But the reason why I was there other than to prep for the carpet — I was there to unbox and put everything back. Everything at my mom’s is still in boxes TODAY! She’s very confused and upset. Nothing is where it’s suppose to be. I’ve been telling her to relax and I’ll take care of it and I am. Because of the extreme unprofessionalism of both HOME DEPOT and ROMANOFF RENOVATIONS I have been forced to hire a professional organizer to come into my mom’s home next Monday 5/7/18, Wednesday 5/9/18, Saturday 5/12/18 from 9:00am to 1:00pm at another cost to me for ($65.00 an hour) to help my mom unpack and reorganize her things.

TO ADD INSULT TO INJURY — I received an email this morning (SEE PHOTO) from DEAN ** stating “I just wanted to check-in to ensure that you would rate your installation experience as a “5 -STAR.” Are you serious!!! I would never recommend ROMANOFF RENOVATIONS or this HOME DEPOT to anyone, EVER! BUYER BEWARE!!! This can’t be allowed to happen again!!!

The laminate I was going to have installed was on a special with free installation. The salesperson PUSHED and insisted that I would be much happier with a higher grade of laminate. He then changed my order, but did not mention that the free installation would NOT be included. When it came to finally install the lamination, I was told that my floor was not "level" and I would have to have a new sub-floor installed. (My home is only a few years old and is a well built house, not a modular.) So hundreds of dollars later, a new sub floor was placed over the regular floor.

When the installer finally appeared, he was rude and did not like the fact that I had a couple of Yorkies. He started the job and then did not come back for several days. The company he worked for (Not Home Depot) called to say he would be back the next day and I requested a DIFFERENT person. They agreed but the next day the same person arrived. I tried to explain that I had requested someone else. He said he was the only person available. Reluctantly, as I had waited so long, I allowed him in. He did a horrible job. I now have gaps in my floor, peaks and valleys and it looks awful! I have never seen such a terrible installation. My son went to a different company. He had cheaper laminate installed in his modular home. They said the "new subfloor" is a common "CON-job" the Home Depot pulls. My son's floor was installed in a short time and looks great!

On this second scheduled day I again had the plumber come remove the toilet and hoped for the best. Installers actually showed up this time. BUT the product was not what the sample looked like in the store. This wood look floor had white scratch marks all over it... It looked like it had been attacked by a rototiller... I again made the phone calls but seriously I gave up after talking to several idiots at the store and regional level. They just played dumb, even though I sent them photos of the sample versus the floor in my bathroom. NEVER FREAKING AGAIN... Peace out Home Depot - YOU SUCK beyond belief and I hope enough people realize this and your corporation goes out of business.

They took my items... I called corporate several times only to have them tell me someone will be calling me back. After 2 weeks no one called me, so I called again and was told the district manager in at the location I purchased will make a decision. He told me he will not be returning my items and could give me a return. NOT RIGHT NOR FAIR.

The delivery man could not bring the laminate upstairs into the house as they are not allowed. So I had to carry 15 boxes of laminate flooring up 12 feet to our house as my husband has a recent back injury. This could have been a question asked at the store at the time of the request for measurement. When the measurement was done and the materials were delivered, a month later, the installers arrived only to announce that my kitchen floor was out of "specs" and they stopped the job and would not install the laminate. They also advised we would be charged an additional $100 since they had to make a trip and not do the installation.

What? You already charged me $481 for the installation and now I have to pay an additional $100 just because you could not install? They advised they would refund the installation - the $100 charge. UNACCEPTABLE. This should have been determined at the time of measurement. The metal piece that the installers used to lay on the floor and determine it was out of spec should be carried by the person doing the measuring. He could have told us a month ago it was a no go or at least make us aware of the issue. This was a terrible experience all around. I would not use Home Depot's installers in the Baytown, Texas area again.

Because of the extreme turnover with employees, it took over a year and a half before they addressed it, they had many samples and either they said they don't have them or Bruce Flooring would not return them. They do not stand behind their product. I would never pay over $8,000 for a floor that was not durable enough for my home. The reason I chose this particular one because I had the same exact flooring and color. The company just kept pushing it aside. I wants to offer me a $200 gift card. It would take over $4,000 to resurface this floor and it's over a thousand square feet.