The Home Depot — Local services in Dallas

Home Depot hired a local contractor to install windows in my house. When the vendor installed the windows they failed to seal the inside of the windows, install the window trim, broke my counter top, and installed two broken windows.

I called and complained about the broken counter, broken windows and missing trim as they were all that I noticed at first. I was told that I needed to purchase everything to fix the counter and they would pay for labor, which made no sense to me so I told them no, they needed to pay for it and they refused, this went back and forth for a few weeks and nothing was done to resolve the issue. The counter top is still cracked to this day 7 years later.

I was told the window trim was on back order and would be installed once it was no longer on back order, 7 years later the trim is still missing, I had to paint the wood to preserve it. Some back order they have going on at Home Depot.

The broken windows were replaced a week later after multiple calls, I'm surprised they managed to get that one done honestly.

Not sealing the window properly is the biggest issue. It took a long time to notice as the vendor installed the new window on top of the old window frame making it so all the water that overflowed/leaked from washing dishes went directly into the wall cavity between the interior wall and exterior wall behind the cabinet. I used my dishwasher exclusively until I got divorced and started hand washing dishes. I did not realize it until I smelled the mildew, at which point I called immediately and filed for a craftsmanship warrant claim (mine is lifetime, I understand they have since changed it to 3-5 years). The installation manager came out to the house, agreed that the window should have been sealed, agreed there was nothing to indicate it was previously sealed and the seal was gone, and agreed there was a smell of mildew coming from the gap left from under the window. The professional window installer she brought with her also agreed to all of these things, and made the comment that the previous vendor was fired for poor performance. He then went to the store and purchased materials to seal the window correctly. The manager said she would file a claim and have the damages addressed.

Insurance company calls, says they will investigate. 5 days later I get a call from the desk adjuster, they tell me they are denying the claim because Home Depot says I never filed a service request for any damages, that when the service manager inspected the damage there was no evidence of damage, and the window is missing a back splash... When I asked why they never sent anyone out to inspect the damage they said it wasn't necessary because they interviewed the Home Depot manager and her statement is enough to deny the claim without actually looking at the damage.

When I escalated to Home Depots higher management about the service manager telling me something different from what was told to the insurance company they offered me a 300 dollar gift card to make it go away, which I declined and stated I wanted my property repaired not a gift card.

Update: Filed a BBB complain and Home Depot reiterated the fact that the water leak was caused by a missing backsplash, they continue to lean on this even tho there was never previously a backsplash and the window never leaked prior to their vendor replacing it because it was properly sealed. I am still baffled as to how the manager came to my house, agreed the work was done incorrectly yet Home Depot refuses to take...

Window AC broke down so I drove here which is not my nearest home Depot. That said it was the only place with an ac within budget. 18 Toshiba 8,000 BTU units in stock but could not be found by employees. Because I used to work at a home Depot once upon a time I could only think that they would have a pallet up on top with overstock or in garden if top shelves are full so I went looking around. Finally found it on a top shelf mixed with another type of AC. I informed employee that I found now we just need the sort of cherry picker equipment to get it down. Unfortunately the employee could not find someone certified to get the product down and the store was pretty much closing for the day. As I looked for another place that they might have had them stocked in a more convenient place I had other employees ask me if I needed help one on a reach forklift and the other being his guide. I explained the issue but i couldn't understand if they could or could not help me. I stated all I needed was a pallet down to get the product I needed so that I can be on my way. I was asked for SKU just like the first 2 employees and was told something about " it not having a home location" while I had already explained where the product was at. That's where my true frustration was at. How is it that a customer was able to find the product needed but when asked to be helped, I wasn't helped at all? Now we have to sleep in the heat on a Sunday night when the work week is going to begin. I don't even have the best terminology to use to express how foolishly the task I had asked for could not be completed. Guaranteed would have taken no more than 10 minutes. What is the world coming to when a person maps out the equation for you but the other person doesn't seem interested in helping you solve the equation. It's insane that customers are willing to work better than employees to get what they need and still pay full price for the product. At that point we should get a discount for doing what the employees should be doing. The time I spent explaining what I needed to be done when I was approached to be helped I should have just got the forklift myself bring said pallet down, take product off, put said pallet back up, pay, and sleep comfortably in a cool room to be ready for the work week. Here I am writing a negative review that didn't need to happen. Even though I feel this review isn't going to do anything I hope that one day something is established where people are held accountable for their actions. I cannot express how easy I made their task by being able to show and explain what you can do to help me since I was asked anyway if I could be helped. Never seen someone fail successfully this much. Had I known this would have been the outcome I would have saved my time and fuel to spend my hard earned money somewhere else where just maybe they would care a bit more for their customers. I do not dislike the home Depot but that feeling was there...

It is Saturday at 7:46 PM at the Forest & Central Home Depot. Don't wonder why you guys are getting low on business. Or don't have any business. It's because you have sucky uninterested unimaginative, talk, like they have a box full of rocks in their mouth employees! Or look at you like adeer in headlights. I can't tell you how disappointed I am to go in and get no help. Hi, I'm looking for someone that has creativity and likes to do projects. I need some paint for fabric. Uh, we don't have any paint. The only paint we have is spray paint for fabric. Okay. Did I just not ask for paint for fabric? OMG okay, so can you tell me where that is? It's down there on aisle 6, so number 1, "she" did not act like she wanted to help me. Number 2. I requested somebody that wanted to help me. You know, with some creativity and that likes to do projects. Clearly that wasn't her so she didn't feel the need to go find someone else that might wanted to help me. I'm again so disappointed. You don't have to worry about me coming to spend my money at your location. I'll go somewhere else that wants my money. Trust and believe! :-(

7:56 pm - Called store to speak to the manager, the phone rang the first time for 4 minutes and 22 seconds.

8:00 pm - called again this time the phone rang for 3 minutes and 53 seconds before the phone disconnected me. I guess everyone was too busy to answer the phone.

UPDATE: Monday 8/18 @12:33 pm- on Sunday at 9:30 AM I went to Michael's. They were opened at 9 AM. When I arrived. I had 2 employees greet me. I ask if someone can help me with a project that I'm working on. And to give me some ideas and creativity, I had 2 people help me a guy and a girl, very positive, very energetic, very happy to help me. So, thanks Home Depot for sending me to Michaels to help me with my project. I'm sure they were happy and I'm really happy when I spent a $176.47.

Oh, and the response received from the "owner", was so lack-luster, no real apology. It seem to me a generic form letter that they send out. One of those sorry, "not" sorry...