Home Depot - Roofing

We agreed to proceed and signed the contract paperwork to have the work performed. Installation went well with no major issues. Now we are having issues with almost all of the gutters being clogged and some pulling away from the roof. Some of the gutters are too high for a standard extension ladder. I called Home Depot and asked for the gutters to be cleared and repaired. I scanned the proposal and contract and sent it to them. They would not honored the warranty as stated on the proposal because the gutter warranty was not also specified in the contract. They then told me the warranty is 3 years. I am a very unhappy customer and warn all who contract with Home Depot to Make Sure what is stated in the proposal is duplicated in the contract EXACTLY as written.

A week later, Genpact calls and says they are denying the claim - the contractor they sent noticed some moss on the shingles (two small spots of it) but if we could find another contractor that would document the problems, they would reopen our claim. Did that. Then Genpact said it was HD's final say. 3 weeks go by and we hear nothing - Then we called and were told that it was denied and didn't really give a reason why. The rep said, "Oh you can usually get a roofer to say whatever so they get the job." (Hmm...kind of like theirs did.) HD sent a letter to the attorney general (we filed a complaint) and said this is clearly a maintenance issue because of the moss (moss in two small spots will not create numerous soft spots - also, it's the PNW and lots of people have moss - I was unaware that moss can somehow cause the wrong vents to be used -_-).

Also, we filed a complaint with the State Insurance Commissioner - They have yet to reply to them, however, we mysteriously get this call from Genpact saying they were sending out the same contractor as last time. We told them "No, you need to send someone else. Their reply was, "We don't really have anyone and it could be a while". In the meantime, we hired a Home inspector to come and assess the roof and attic. Lo and behold, it was an INSTALL issue - Using the wrong vents - not properly removing or hammering down old nails. So that report will be sent to Genpact. However, this is the kind of proof we wanted along with other roof company reports that we will be taking to our attorney if Genpact does not fix this. With how many people I see that have had similar issues, has anyone thought of the possibility of a class action lawsuit?

My first warning that this transaction was bad was near the completion of the roofing installation, the contractor called me to say he had to add additional charges for materials not part of the original contract. A few months later, as the rain began to fall, I noticed a leak in the ceiling directly under a rooftop air conditioning unit. I called the Home Depot immediately on that day in January of 2019, and the problem has still not be fixed. In addition to the roof leak which has now resulted in damages to the ceiling, the permits were never completed. I paid for the permits with the expectation that the Home Depot would communicate with the city to complete the permits, but this has not happened. I would not recommend the Home Depot for any project. They are not too big to fail and they failed me.

In August 2017 we signed contracts with Home Depot to begin both installs. We should have noticed the red flag when they had a dumpster sitting in front of our home for 3+ months without starting the project. We had to call the project manager several times for a time line. Neither neighborhood's HOA appreciated the mess. Looking over our paperwork now, it took just under a YEAR to complete both projects.

Come 2020, my husband notices a leak in our kitchen. Shortly there after, our renters gave notice and we sold the rental. During the buyer's inspection of the home, they find mold in the attic. Home depot failed to reattach the dryer and sewer exhaust. Thus spilling hot, moist air into the attic creating the mold problem. As home Depot no longer does roofing, they have sent us to a 3rd party mitigation team called Genpact. It is impossible to get a hold of anyone AND they do not return calls. If we cannot solve this roof problem that home depot created on the "sale pending" home, we will realize ACTUAL LOSS. Not to mention, we have had our primary roof inspected by a third party and the 3 year old roof is leaking, buckling and has mold also. Our experience with The HOME DEPOT AT HOME SERVICES is a epic fail.

I paid almost double the amount of money to use Home Depot's installation service for the peace of mind of knowing I had such a large and reputable company standing behind their product. I have just gotten about half the life out of my roof and Home Depot has told me to turn it over to my insurance company (and people wonder why insurance is so expensive). I did complain to the representative and I was asked what I would like for them to do about my problem. I told them I did not expect for them to pay for a new roof but it should be prorated. They owe me at least 11 years of a 25 year roof which is 40-45% the cost of a similar roofing system. I was told they would see what they could do and get back to me in the next few days.

I have little confidence that I will hear back from anyone unless I call myself but I will update with any additional information. Bottom line, regardless if Home Depot does or does not help me with the cost of repairing or replacing my roof, just the fact that I am now having to argue with them over a document I have that clearly states that my roof is warrantied for 25 years should make you realize to not use their installation services.

My house was built in 1904. I cannot get a permit to do ANY work unless all these issues are addressed. They've left my roof unprotected for over a month now and my house gets waterlogged every time it rains. I contacted the BBB recently and the FTC today. Do you know, if the FTC sees more than one complaint of the same type, they will open an investigation? They will even open a class action lawsuit if warranted. If you have not contacted the FTC with your valid complaint, I highly suggest you do so. I would hate to be homeless and lose my house because of gross negligent behavior.