Home Depot Floors Reviews

Work delayed, house unfinished etc.

I was referred to corporate since the Omak store was not getting the support they needed and were dealing with several other unhappy customers like me. After calling four different numbers across the Country that were purportedly for customer support and service, I gave up seeking help. I was disconnected, transferred, put on hold, etc., etc., and finally told Home Depot to keep their carpeting and credit my account. I will never do business with them again.

First I spoke with Vicki who had the same two prices I had (one for the wood and one for the installing) but she added up the installing twice. I tried to explain her basic math when she hung up. I contacted the main Home Depot office who then put me in contact with a manager at Home Depot Torrance. He was not willing to honor the written agreement either. I thought about fighting Home Depot in court. But frankly, these incompetent people don't deserve my money. I went to Carpet Wagon with terrific service and now have a better quality wood installed for the same price.

Today has been the final day I have allowed this ongoing situation. I have phoned the local store manager and informed him I am not going to allow this to go on any longer and the contractor is not permitted on the premises only to collect tools left outside the home. I ned to research what our options are to get htis resolved asap so we can get our hoem and affairs in order . This home depot has been the most un-professional store you can imagine. I have taken phots and kept a running log of excuses. Starting at 12 noon and working till 4 am in the morning to picking up materials which should have been supplied to not showning up at all on the job. All of this the local Home Depot ahs been daily informed of with zero results.

We were in another room during the installation, came out to discover our brick being sawed with a power saw and dust was all over the house, including in the grand piano that was open. Had I told, I certainly would have covered furniture. The dust is in my a/c vents, everywhere. My husband tried to get the house professionally cleaned by Home Depot but no one would take responsibility. It's been over 2 yrs now, I'm sure there's nothing else we can do. They put us off until we finally gave up. And as it turned out, they had sold me too much of everything. I could have guessed better than they measured.

When that month was up, I called again and they said it was going to be 3 months, because of back ordering. I was told it would be ready in early January now. Well, January came around, and when I called, they lost the order and would have to reorder the floors. Two weeks later, the floors came in. It took a total of 5 months to get an order that was supposed to be 2 weeks. Why did I wait so long? I was moving into a new home and I had left over floors of the same type that I wanted to use for my own floors.

I had to pay in full when I ordered the floors, which I didn't feel comfortable doing. Throughout the complaining, I finally got 5% knocked off. And that was a struggle because they wanted me to choose a different type of floor, and thought that they didn't need to compensate me because they were offering a different floor. I will never special order from Home depot again. I personally know 4 families who have had similar problems.

1st problem:Found vinyl flooring that was special order, and installation. They measured and gave a price. for the flooring. I gave an O.K. They called back 5 days later and said it would cost $1700.00 more for install. I canceled install but still wanted floor. The flooring guy canceled everything and told me to get floor it would take me 2 more weeks.

I already had cabinets delivered and made appointment for cabinet installation. I had to pay to have new floor put in by another company so cabinets could be put in properly. When calling floor deptment I was hung up on several times.

Cabinet installation company (Craft Masters) had to be called back to finish job properly (they didn't tape the sheetrock installation which was paid for). They asked me about back splash area behind sink I said eventually I would tile, they said we don't need to tape if you're going to tile area. Finally after complaining they came back.

#3 I paid to have appliances installed. They only installed microwave and range, they didn't install water line for refrigerator, or give me kit to install myself. I purchased kit myself and installed myself. They didn't install dishwasher, I also had to install. After calling and complaining they finally refunded installation charges.

First, I decide what I wanted and the girl writes a ticket and says thanks have a great day. Wow! that seemed way too easy. Truer words have never been spoken. Come to find out she had sold me base boards that dont exist, failed to mention potential hidden charges, and that their installers dont perform certain functions like removing your original base boards in order to install the new ones.

My product arrives and I try for over a week and a half to get through to Cooper Flooring the contractor that Home Depot uses in my area. They finally came out and proceed to tell me they will not remove my base boards and need an additional $600 dollars on top of the $5,000 or so I had already paid Home Depot for product and installation.

I made some phone calls. While I was on the phone trying to get the bugs worked out, the installers pack up their van and leave. Eventually I got them back out there to install my floor. Well the base boards I thought I was receiving obviously did not show up, because they dont exist.

Before the base arrived and was stained the floors began separating dramatically. agetting them out to inspect my floor Chris Rangel the Store Manager agreed to replace it. They lasted for about 7 months. I then had to go back to them because the second floor Home Depot and Cooper Flooring the professionals installed began pulling away from the foundation.

I then tried to contact Chris Rangel and the stores expeditor Shelly to get them to fix my floor again. They proceeded to always be in meetings and unable to take my call and so busy they could not return my call as well. I then contacted the Customer Care Center in Atlanta and Spoke with Customer Care Rep. Lallie Hayes. She then proceeded to be totally unresponsive and unwilling to assist as well. She was always looking for a file or had a rough morning and unable to locate any of my information when I would get her on the phone.

My mother in law was home alone. The man who came out and took measurements began to explain to my mother in law that the door I wanted would not fit properly. My mother in law asked him to call me and explain the reason, since she didn't want to give me the wrong info.

Well, no one ever called me. Several days went by and still no call. Mind you I paid for the measurement. Called Home Depot and spoke to a manger named Barbara who told me she would folow up and call me back. She did. She stated that the person who measured didn't realize I would be getting side lites with the front door she would call me back with a plan.

Found out later the same guy came out while I was at work to remeasure. It has been a week now and no phone call as to whether I can or can't get this door. Called tonight to speak with a manager. Held for 45 minutes to be told he is not available. Spoke to customer services and he stated we could come in to get our money back but no apology or an offer to rectify the situation.

Then he stated that it would "take too long" to find that particular carpet because he had too many samples to choose from. Never once did he use the sample I had to direct him in the right direction. When I suggested looking at the bulk display, he rudely asked if the carpet was a wool or poly. As a representative of the flooring department it should be his job to tell me what type it was.

The whole time all he did was complain that he wouldn't be able to help me. At this point I got fed up with his attitude and told him that they were much more helpful at Lowe's up the street and I would be purchasing the carpet there.

For four months most of my furniture stayed in my garage as I had to be sure not to show evidence that I damaged any of the flooring or caused any of the problems (the installer continued to try to blame me or anything else he could for the problems).

While the problem was largely with Pacific Southwest Installation, Home Depot did very little for the first four months to get the problems fixed. In fact, I went through three different Home Depot reps in a four month period (they kept getting fired). After the fourth rep was assigned, the installation problems were finally done correctly on November 23 of this year.

We purchased 23 boxes of this flooring along with the glue, foam under padding, acetone, and other tools necessary to do this project. Upon starting the project, my husband and I had some minor difficulties, but if we went to see Tony, he helped in any way.

Upon finishing my LR and Kitchen floors, my husband and I noticed that there was overlapping at the long seams of the planks. I went in to talk to Tony who proceeded to call Pergo and put me on the phone with a Pergo rep. I talked with the gentleman and he informed me to call back to set up a time when a rep could come to our house. In the meantime, I went back to HD and purchased 21 more boxes of flooring. With this flooring I began and finished my daughter's room and it came out perfect.

I decided to go ahead and do the bathroom and went in to HD to ask how to go about putting the flooring down around the toilet. I spoke with a different gentleman in flooring and showed him the flooring that I was using. He told me to remove the toilet and sold me a wax ring for when I replace it. I then put in my bathroom floor and it looks great.

A few days later, I went in to HD and talked to Tony about the silicone sealant that had to go around the base of the tub. He sold me the sealant, told me to make sure that I got it all aroung the area of the room, and wrote me up an estimate for Pergo T-mouldings.

In the meantime, I had called Pergo to have a rep come and look at the LR and Kitchen floors. I was given the number of a man who is Pergo certified and he came to my home. He stated that there was something wrong with the wood and that Pergo needed to replace it. I called Pergo back and they told me to file my claim through HD. I went to HD the next day with my receipt and the woman at the front desk began to ring in the information. She then informed me that this flooring WAS NOT made by Pergo. It then took three employees an hour and a half to figure out where the flooring came from and who manufactured it. At no point could they get in touch with a rep for this company.

I was told that one of HD's outside contractors would be in touch with me to come and take a look at it. In the meantime, I talked with the manager (Eric B.) and several employees who really had no right to be involved in the discussion. Mr. B explained to me that he probably was not going to do anything because the flooring was not supposed to go in the kitchen or bath. I then calmly told him that I would be in touch and left.

Their outside contractor never called and so I went back in to see Mr. B. I sat down with him and explained that on the advice of his employees I had installed it in my kit and Bath and felt that HD was a bit responsible for this entire situation. He informed me that he would give my situation the best attention he possibly could and I was told that he and Tony would come to my home themselves and look at the floors.

They came the following Sunday (and were two hours late) to look. They looked at the floors and while in the kitchen Tony recommended a plank replacement and I said that I did not want these floors in my kitchen or bath because I was told that they could not go in those rooms. He said, "Oh I sell these to people all the time for the kitchen and bath."

His manager heard him say this and said, "No, they cannot go in the kitchen or bath." Tony and Eric agreed that the floors did not go together right, measured my kit and Bath and told us that they would be back in touch with us no later than evening of the next day. Needless to say, we called them three days later after hearing nothing. Tony informed my husband that they were going to refund the money spent on the kitchen and bath, but were not too sure about the LR.

They simply wanted to do a plank replacement, however, there are 10 places that need plank replacements and that would cost over $1500. To simply replace the floor altogether would only cost about $1400. The next day I went into HD to talk to Tony. He informed me that he had found a flooring inspector that was neutral (not an HD contractor, not a contractor for the flooring company, etc.) who was going to call me to come look at the floors.

He then showed me some actual PERGO flooring that is currently on sale at 40% off. He stressed how great a deal this is. We sat down and crunched numbers and I told him that there would be at least a $500 difference and that I felt that was unfair. I told him that I felt like I should not have to pay the difference because since he had given me the wrong advice, I now had to rip up my current flooring, and replace it with more expensive flooring.

Tony's response to me was, "Well, all I can say is that we are only in this to make money." He also said that he was going to attempt to get the flooring inspector to convince the flooring company to pay for all three rooms that need to be replaced. He also asked me to not mention to the inspecor that he had given me advice on how to put the floors in my kit and bath. (I will say that putting in the first set of floors was a HUGE, time-consuming job. I probably spent well over 100 hours doing these four rooms.)

The flooring we bought initially cost about $1300 (this does not include glue, spacers, foam, tapping block, putty, a door jamb saw, etc) and I did the actual flooring) and that price will shoot up almost $550 because of the difference in cost. This cost only covers the simple planks, it does not include extras or the fact that I now have to do this work all over again.

The next day I went to talk to the manager again and he was much more interested in what was going on in his store then what I was saying. (The only time this man has been the least bit attentive or polite to me is when my husband was around.) I told him what Tony had said the previous day and he just blew it off. I also told him that I thought making the flooring company pay for the kitchen and bath was unfair because it was the employees of this HD store who gave me the advice and that's why we were all in this situation. I asked him about the flooring inspector and he told me that the man worked for the flooring company (yet another contradiction between these two).

I gave him a scenario about how to settle this, and in between looking at his registers, he basically said that he felt like my husband and I needed to accept some responsibility for the situation. I told him that we do, but as far as financially, I have certainly put in more that $550 worth of work and reminded him that if it had been professionally done, it would have cost over $2000. He sighed, looked down at me, and said, "I tell you what, you write down a couple of scenarios that appeal to you, get copies of all of your receipts, and get that to me as soon as possible. O.K., Mrs. C?" I was so angry and did not want to explode, so I left.

At this point (1-06-2002), I have four rooms that have the flooring, three that need to be removed and redone. So far I have heard nothing from the flooring inspector and am not sure who he even represents. I am waiting for him so that I can get an idea of what I am supposed to do. While waiting, I am considering speaking with a lawyer, hiring my own flooring inspector, and possibly contacting the local news to get this story out because it may save someone for making a big mistake by shopping at this store.

On July 26, 2000, we purchased Pergo (original, gunstock oak) flooring for our kitchen, laundry room and two bathrooms totaling $1,641.11. Included in the purchase price was $80 for the removal and re-installation of both toilets as well as a delivery fee. We were immediately scheduled for installation on August 24, 2000.

On August 24 around 9:00am, the installation crew showed up at our front door. The crew appeared very rough and I was not sure whether they were there to rob me or install my flooring. One member of the crew sported a t-shirt that said, 100% whoop ass. Personally, I would NEVER have allowed them to enter my home if my husband had not been there. At that time, everything appeared to go well with the installation. The next day, my husband and I noticed several matters that concerned us. Both toilets were leaking, there was a 1 gap between the kitchen floor and the cabinet, our dishwasher would not fit into the original location and there were several spots where it appeared the top layer of the Pergo was coming apart.

On Friday, August 25, we visited the Home Depot and spoke with a flooring department associate. She agreed to contact the installer with our issues. The installer stopped by on Monday, August 28. He fixed the leaky toilets, filled the gap between the kitchen floor and cabinet and called Home Depot to suggest a Pergo inspector look at the spots where the product appeared to be separating. My husband and I were informed of the proper paper channel for the situation. It was our understanding that it would require an inspection by someone certified by the manufacturer and a written report being submitted to Pergo. The Home Depot and my husband and I would receive a copy of the report. Pergo would review the report and issue an opinion, which would determine if our floor would be replaced.

On September 13, Michael McK conducted an inspection of the flooring. To date, we have not received a copy of the report. On Wednesday, October 25, I had not heard anything about the flooring. I called the Home Depot and spoke with Mitch T in the flooring department. He said that he was working on my file and I had been approved, by Pergo, for a free replacement. At that time, I asked him if I would have my floor by the holidays, specifying Thanksgiving of this year. He replied yes. He promised that a new installer would call to schedule the installation.

The installation contractor scheduler, Dana F, called on November 13 and scheduled our new installation for November 28, five days after Thanksgiving. At that time, Dana said that she would call Home Depot to request the product be delivered. We were unhappy with this date because we wanted our floor fixed prior to Thanksgiving, but what choice did we have? After all, we had purchased the floor four months earlier.

On Sunday, November 26, my husband and I went to the Home Depot flooring department and spoke with James, a flooring department associate. We informed James that we were scheduled for a Pergo replacement installation on Tuesday and the product had not been delivered. Therefore, due to the products acclamation period, the installer had nothing to install and they needed to notify him that he did not need to show up. At that point, James offered to allow us to take the product home with us. We refused because we had originally paid $45 for delivery, $25 delivery plus an additional $20 to bring the product inside our home. James then attempted to contact Mitch at home, but was unsuccessful. He took my name and cell number and promised to leave Mitch a note detailing the ordeal. Additionally, he promised that Mitch would call me on Monday, November 27.

Monday, November 27, no call from Mitch or anyone at Home Depot. Tuesday, November 28, I received a call from the installer to re-schedule the installation. We scheduled Friday, December 1, eighteen and one half weeks after the purchase date. We could understand waiting almost five months for a special order flooring, but not for something that is always in abundance at your store. I immediately called Home Depot to speak with Mitch. He informed me that he had received a message regarding my situation on Monday, but left the store before taking care of it. He then continued to say that the store goes to great strides to notify the customer of the acclamation period for the product and we should have had some red flags going off when we saw that our installation date was approaching and we did not have the product. I informed Mr. Mitch that we were not going to accept any blame and that my husband and I attempted to fix the situation when I went to the store on Sunday, November 26 and noted that we were scheduled for an installation and had no Pergo. Mitch promised to arrange delivery for that afternoon, November 28 and referred me to the assistant store manager, Gary K. I spoke with Gary and he said that he personally would be delivering the product.

I informed him that I was very unhappy with the entire situation and simply replacing my floor would not compensate for the ordeal. Gary immediately agreed to refund my delivery fee, $45. When Gary delivered the product, he informed me that the store manager, Jim Householder, had approved either a $100 gift certificate or $100 credited to our charge account. Wow! I am thoroughly impressed. I am pleased to know exactly how much you value your customers as well as their time. That is 6.0934%. I understand bottom lines and I promise that I will do my best to affect yours.

Word of mouth is the best advertising. Friday, December 1, 2000, the installation crew arrived promptly at 9:00am. They were very professional and knowledgeable of the product. Upon pointing out our concerns and issues regarding specifics about the flooring, they began setting up, moving appliances and inspecting the products that were delivered on Tuesday, November 28. Immediately, they discovered that the wrong color Pergo had been delivered and therefore installation was, yet again, impossible. The installation crew phoned their supervisor and the installation scheduler, Dana, to inform them of the error. We rescheduled installation for Thursday, December 7, 2000 at 9:00am. I immediately called the Home Depot and requested to speak with Gary, who agreed to arrange delivery that day.

I waited for delivery notice until 5:15pm. At 5:30pm, Gary left a message requesting to deliver the product. Saturday, December 2 at 12:15pm, my husband phoned the Home Depot and requested to speak with Gary K to arrange delivery. Mr. K returned the call at 2:00pm. I informed Gary that my husband and I would only be home to accept delivery between 4:00pm and 5:00pm. At 4:30pm, Gary arrived with the product. My husband informed Mr. Kingsley that the $100 gift certificate offer made by the store manager, Jim H, was not acceptable. Gary immediately informed him that Mr. H had agreed to reimburse me for one day of lost wages, $400. At no point had Gary made this offer to me. My husband informed Gary that the only offer we would accept would be a full reimbursement of the purchase price, $1,641.11 and replacement of the flooring or that I be reimbursed for 3 days lost wages, $1,200 and replacement of the flooring. If our offer was not accepted, we were to be fully reimbursed for the flooring, they were to remove the current flooring and restore our linoleum to the original condition. Gary informed us that he would need to speak with the store manager. We reiterated that we will never again shop at the Home Depot.

On Sunday, December 3, Mr. K called and said that he had spoken with Jim H and that their original offer stood. My husband informed them that was unacceptable to us and that they we would contact them on Monday. Monday, December 4, my husband called and spoke with the regional manager. After explaining our situation, the regional manager spoke with Mr. H and informed both my husband and myself that they would reimburse us $800 or 2 days of my lost wages. We agreed to the offer. Several days later, two $400 money orders from Home Depot arrived in the mail.

On Thursday, December 7, the installers (Al, Sean and Jason) arrived promptly at 9:00 am. At that time, they informed me that it was going to take them two days due to the fact that they had to remove the original flooring and install the new. I told them that this was totally unacceptable and they decided that they would complete the process that day. They removed the original flooring along with the refrigerator, dishwasher and stove. After completing the installation, they returned my appliances to their original position and told me that they would have to replace a t-mold strip in one of the bathrooms because it was damaged during installation. I asked if anything else needed to be done and they said no.

On Monday, December 11, my husband and I woke to find our kitchen floor soaked! Apparently, the dishwasher was not installed correctly and had released the water underneath our new Pergo floor. We immediately called the Home Depot and Dana to report the incident. Dana scheduled Al to come by my home on Wednesday, December 13 to remove the wet flooring and for Sean to install a new floor on Saturday, December 15. Wednesday, December 13 Al visited my home. He, by himself, removed the flooring. In the process, he managed to dent the refrigerator, and chip the wall beside it.

Saturday, December 15 Sean and Jason arrive to install kitchen floor number three. At this time, I pointed out that my bottom cabinets had suffered some water damage. Sean called his boss, Bill, before beginning the installation. He informed me that Bill would need to look at the cabinets before anything could be done about them. However, installation would be carried through with the exception of the corner rounds, which would be complete after the cabinets were fixed. Monday, January 8, 2001 I phoned Dana to inquire why no one had contacted me since the December 15 installation. She said that she was not familiar with my situation and that she would need to speak with Bill.

Tuesday, January 9 Dana calls me and informs me that she has faxed my file to Bill and that I should hear from him soon. Monday, January 15 I receive a phone call from Bill indicating that he was in the area and would like to stop by to look at my kitchen cabinets. Upon arriving, I pointed out the following issues: a t-molding of the wrong color was used in one of the bathrooms, another t-mold in the same bathroom was cracked, the water damage on the cabinets, a dent in my refrigerator and chips on my wall. Bill agreed to have the t-molds replaced with the correct ones and acknowledged that the cabinets were damaged. He suggested that the kick boards around the bottom cabinets be removed, leaving them black underneath and that they place a piece of molding over the end of the cabinet to conceal the water damage. No mention was made of the dent in the refrigerator or chips in the wall.

I informed Bill that this was in no way acceptable. He explained that, he would hate to see Sean have to buy me some new cabinets. I quickly responded that I would hate to see Sean have to buy me some new cabinets also, but they were not damaged before his crew installed my flooring and I did not want to purchase new cabinets. He then explained that he would need to speak with Mitch from Home Depot, who would have to look at the cabinets. Wednesday, February 21 I still had heard nothing from either the contractor or Home Depot. I called Dana and she said that she would have to speak with Bill. She quickly returned my call and stated that she had spoken with Bill, who was waiting on Mitch from Home Depot. Dana also stated that she had phoned Mitch, but he was in a meeting and he would call me to discuss the cabinets.

Wednesday, April 4 I called the Home Depot and requested to speak to Mitch. Mitch said that he was waiting on me to call him about the Pergo floor. He immediately pointed the finger at me. He said that the installers did not remove my dishwasher, but simply put it back into place out of courtesy; that the contractor had offered to repair my cabinets, but I had declined and that he would call the contractor while I was on the line. He called the contractor and said that they needed to schedule a time to come by my house and look at the floor and the cabinets. Bill said that he would be in the area on Friday, April 13. I suggested a weekend date because I have missed enough work due to these issues and Mitch immediately said that he and Bill only worked Monday through Friday. I have been more than polite through this entire ordeal and I would hate to in any way inconvenience them!

Mitch further went on to comment that they were willing to repair my floor and cabinets, but I would have to make sure that I could be home in order for them to do it. At this point, I had taken enough of their abuse and said that I would give them one half hour on Friday, April 13 at 11:30 am and commented that I was tired of taking the blame for their mistakes. Mitch then said that he cannot follow up on events when he is waiting on me. I then said that I did not feel like I should have to harass them when they are aware of my problem and that they should address issues they know are outstanding. Further, I was NEVER informed that I was to tell them anything. When Bill left my home on January 15 he said that he would talk to Mitch about the cabinets and get back with me.

Again, on February 21, when I called Dana, she told me that she would have Mitch call me to schedule an appointment to look at my cabinets. I can see where I would get confused. Shortly after speaking with Mitch and Bill I contacted your customer affairs department. I spoke with a very polite man that listened to my story and then said that he would forward the complaint to Jim H who would contact me. NEVER during the entire ordeal has Mr. H contacted me. When my husband and I requested speaking to the store manager initially, we were directed to Mr. K. I also called Dana to verify that she had indeed told me that she had spoke with Mitch on February 21 and that he would be calling me. She confirmed and further stated that not only did she speak with him, but she had also faxed him her job summary for the week and had made a notation at the bottom of it that I had issues outstanding that he needed to resolve.

Mitch calls me and states that per Jim Householder, the appointment to look at my cabinets on April 13 had been cancelled because the contractor was turning it over to his insurance company. I would wait to hear from them. Together, my husband and I have invested a significant amount of time into this floor. In addition to the original installation time, one of us had to be home for the original installer to stop by on Monday, August 25, the inspection (approximately 3 hours), the November 28 installation, which did not happen, the December 1 installation, which did not happen, the December 7 installation, December 13 for the damaged flooring to be removed and on December 16 for the most recent installation.

I am self-employed. If I do not go to work, I do not earn anything. As a professional, my time alone is worth far more than the flooring originally cost! Please allow me to state again that my husband and I are disgusted with the entire experience. Our time is extremely valuable and we do not intend to spend much more of it dealing with this matter.

Two contractors who came to bid the bathroom vinyl project told us that our old, clawfoot tub would have to be removed, the current vinyl would likely have to be removed, or new underlayment put down, and bid the job. Home Depot sent out a sub-contractor to measure for the job (THR Carpeting) and prepared the bid for us. When my fiance, Amy, questioned the measurer about the tub and the old vinyl, he assured her the the tub could stay and they could just unhook the tub from the water and roll it on its side to lay the vinyl then put it back into place ... "A simple job," he said.

In addition, when Amy suggested the measurer look at the current vinyl to determine whether we have two layers or needed new underlayment, he said that they could just lay the vinyl over the old floor ... even though he could have easily looked a the vinyl because it was curled up under the tub within reach. So, based on the comments of the measurer and the competitive bid from Home Depot, we decided to go with them, since it wouldn't require removal of the tub (note: the tub could only be removed through the window at 300+lbs) or removal of the current vinyl (asbestos). It would be a much more carefreee and simple process.

We couldn't have been more wrong.

After our wedding in November we called Home Depot to schedule our install and they told us to schedule directly with Sierra Carpet who would be handling the installation. We did so and scheduled for December 27th, so we could spend the day at home while they finished the installation (8X10 bathroom!). The installer was to show up between 9 and 11 and didn't show up until 12:30. When he arrived he immediately told us that the tub would have to go. We explained what the measurer had said and the installer told us that was wrong. In addition, the installer said that the current vinyl would need to be either removed or covered with new wood, because it was two layers thick.

I immediately called Home Depot, and told them the situation, and convinced them that they should pay for the underlayment (wood) since their installer had made the mistake on the quote. After the phone call, I told the installer about the agreement, and he told me he'd have to come back tomorrow, because he didn't have his saw or any wood. He left the house a mess with stains from his dirty boots on the new carpet, the moulding torn off and left in the bathroom. The installer left and was to be back the following day to complete the job by 9am.

By the way, the bathroom (our only bathroom) had been out of commission all day, since we had to have our plumber take out the sink and the toilet to have the vinyl installed.

The next day, the installer didn't show up until 11:30 or so to work on the project. He started working on putting the wood down and insisted that the tub had to come out. We tried, unsuccessfully to get the tub out, until I told him it HAD to go out the window and we couldn't do it ourselves. I called Home Depot and asked them to coordinate someone to move the tub. After the installer had left the SECOND time (and two days without a toilet), Home Depot called and said that someone would be coming in the morning to move the tub, and the installer would be back to finish the job ... now, this is the 29th at this time. The tub-movers showed up right on time on Friday and moved the tub outside. In addition, the installer showed up to finish up the job. He was able to get the underlayment down and started on the vinyl. Home Depot had scheduled the tub-movers to come back at 4pm that day to put the tub back in and a plumber to come hook up our toilet and sink, since our plumber had left for the long weekend.

At 4 o'clock, I returned from some errands ... and using my brother's bathroom ... to find the installer outside on my neighbors driveway with my wife, who was looking very annoyed. When I asked what was going on, my wife informed me that the installer had miscut the vinyl and was short. HOW COULD THIS HAPPEN?

The installer had a few yards of vinyl left, but was off by about one 4" square of material. He said that the measurer had measured wrong for the pattern match. I told him I didn't care what had happened or who was to blame, but that Home Depot would deal with it. At this time the installer told me that he had lost his job, because he had talked badly about Home Depot to us. So, apparently they sent someone who had been fired because of this job to our house to finish it! I decided to call Home Depot and pull my wife inside from this angry and frustrated and frightening installer.

While I talked with Home Depot, the installer began packing up his stuff and was ready to leave when the tub-movers showed up. The tub movers also were installers and the owner of the company (THR ... the same people who measured originally) had a long, heated discussion with the installer, something about not having the sketches and/or following the proper procedure. The installer left for Home Depot to get another wax ring for us so we'd at least have the toilet.

About five minutes later the THR owner came up to tell us that he had called Home Depot, because the installer seemed drunk. I immediately called home Depot and talked with Tammy who said, "Your installer will not be coming back ... he's had too many cocktails at lunch and shouldn't be driving." Tammy and I went back and forth about what they could do to "make me happy" and we finally decided that they would put in a temporary floor while they reordered our special material, would put our bathroom back together that evening and then come back at a later time to put in the new floor. I told her that I expected a refund and she agreed.

A week later, we got a call back from Home Depot saying our special order vinyl was in and asking when we would be "picking it up." Apparently, the problems hadn't been communicated to the employee. At this time I brought the Folsom store manager into the picture and asked them to reschedule the install, coordinate the plumber/tub-mover because I didn't want to have to spend another four days of vacation time doing this. Tammy and her assistant showed up about an hour later with temporary vinyl and I suggested she call THR because they had an installer who just left our house when they couldn't put the tub back in. She called him and he agreed to put in the temporary floor that night.

Once everyone showed back up, the floor was in within 10 minutes. However, the plumber couldn't come back until after 4pm. So, we had to deal with day 3 without a bathroom, and only had a temporary floor. Home Depot scheduled an install a week later, and we were "ready to go." I had requested another install company, but they said that Sierra had to be given a chance to correct their mistake. This whole time our house looked awful with the carpets all but ruined due to traffic of workmen. Tammy at HD said they would cover the carpet-cleaning for us.

The 2nd round of the bathroom install was scheduled for January 21st. I received a call from Sierra at 10:30 on the 21st saying that their installer had the flu and couldn't install the vinyl, so we'd have to reschedule on Thursday or Friday, so the job would be complete by Friday at the latest. I called and talked with David U. again and told him that the free bathroom install wasn't enough compensation for living without a bathroom for four days and wasting 4 days of vacation time (note: the plumber who came on Friday night of the 29th stayed until 8:30 and left with only the toilet connected and the tub connected but leaking/inoperable. The plumber returned on Sat the 30th at 1pm and stayed until 4:30 fixing the problems) Dave Uhlenhop offered $500 cash for compensation, but I asked if they would install my kitchen for free since I had already had it bid...STUPID CHOICE! Dave said they would comp the kitchen floor, and ordered the vinyl.

Finally, Sierra rescheduled the install for the 25th of January and completed the job. There were more than the normal amount of scuffs/chips out of the woodwork, but we were pleased to have the project over. About two weeks later HD called to schedule the kitchen floor install. They scheduled the install ... with a different company as requested (Coverall) ... for Monday the 5th of February.

On Monday morning I dropped by my house at 11am and no one was there or had been. I found a message on my home machine (they have my work number!) telling me that their installer had his "tools stolen" and couldn't make the job. He could either come back on Tuesday afternoon and finish up Wednesday morning or come Wednesday morning and finish in one day. I called HD and Tammy told me that they had scheduled for Wednesday, because she figured we'd rather be bothered one day vs. two. I agreed.

On 2/7, the installer was not there yet at 10am. He was there around noon when I stopped by and had one small piece of underlayment down. When I asked him how the job was going he said, "Not very well ... it's a very difficult job. Can I come back tomorrow to finish?" I told him that I really wanted the job done today, because I've had nothing with problems during these installs. He said, "I can do a sloppy job and finish it up tonight, if you'd like." I told him no way and that he should talk with HD.

I went to HD and warned Tammy and Linda that the project looked bad, and that they should get another installer. Tammy told me that the manager of Coverall was there and they would stay until the job was done. I showed up at 1:30 after lunch to check the progress and was informed that the job would take Wednesday as well. I called Tammy at HD and told her I would accept that, because I want a job well done. The installer said he'd be back early on 2/8 to finish up ... shouldn't take long at all. I dropped by at 10:30 the next morning to see the progress and no one was there. I dropped by later after lunch around 1:30 and the installer and one other guy were there, and most of the floor was done. The installer was working on a seam and there was a small section of vinyl that had yet to be set into place. I left with the assurance that they'd be done by afternoon.

When I showed up at home that afternoon, I noticed problems. The seam was not a good pattern match, one area of the floor was crooked, the edges of the vinyl near the cabinets and other edges was rough and not glued properly and the area where the vinyl meets the carpet had a pocket. In addition, I noticed that the oven knob was missing and the metal knob was bent...apparently they'd knocked the oven on something when moving it. Also there were many nicks on the walls and the fridge had obviously been shoved down the side of the wall. At this point, I haven't yet looked for damage on the fridge. At this point, I've been going back and forth with HD to try and get someone to fix the floor. The best case scenario is that someone will come fix the floor on Tuesday 2/13. I'm not sure whether there is enough of the special order vinyl available to complete the job, which may mean another delay. Do I have any other options? Small claims court? I know that HD has been fairly generous with offering to install the floors for free, but the timing and process is horrible.