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Floors are pretty essential, and working on them creates quite a mess even when all goes well. For a couple of book-length tales of horror, read what happened to
Claire of Union KY (08/25/08)
We special ordered a Brazillian cherry floor that was highly rated by Consumer Reports in this year's current issue June 2008. We had to wait the standard 7-10 days and had to pay in full. Well I am not sure of the main claims on the flooring yet however, the floor looks awful. Some of the boards are not stained properly and show discolouration, they are all small pieces so it appears that we salvaged flooring from somewhere instead of having purchased it new. The grain does not appear to be the same at all from one board to another so I am not sure the entire floor is actually cherry (I used to restore antiques for a living). The boards are not of the same widths and there is spacing regardless of how much hammering the installer could do. I have an entire room that looks just awful. A monkey could have installed it and I would not have noticed a difference.
I am out roughly $2,000.00 and cannot afford to pull out this floor and purchase a new one. I fear that this wood will make it more difficult to sell my home in the future. I have 2 more rooms of this stuff to install so that all my flooring is the same and that will mean more money!
Helene of Telford PA (07/23/08)
At the end of 2006 I ordered DuPont Stainmaster carpeting for my LR, Hall and Bedroom. Because it wasn't included in installation, I had to move an entire room of furniture, including a huge wall unit filled with books, TV, knick knacks, etc. Plus everything else in that room and my bedroom. It took me almost a week as I am a single woman but I desperately needed new carpeting.
I paid extra for the stainmaster due to having pets and because they claimed they were stain resistant. At one point during the installation, the contractors, none of whom spoke English, took the carpeting out into the middle of my street to measure and cut. Nice. Anyway, once it was done and everything put back in place I was happy. Now a year and a half later, there is no stain resistance, no matter what I try the stains don't come out.
I was getting ready to steam clean the carpets when my son noticed buckling in the LR in two spots. I've also now noticed it in the hallway as well. I called HD to inquire about the warranty and find out if they would fix a bad installation, and of course, the warranty is no longer in effect. They tell me I have to pay a minimum of $200 to have the carpet re-stretched and again move all that furniture. Since I have a rancher, there are not may places to go with these large pieces. They claim no responsibility for what was obviously a bad installation. While I do shop at Home Depot for other ready to use items, I will no longer buy anything that has to be installed. I would not have bought it there had I known they do not stand behind their contractors or products.
Sonya of Charleston SC (07/17/08)
My husband and I bought (I believe the name was Cotto) 12X12 Duro Gray ceramic tile to renovate two bathroom floors in our home. We were told that it was open stock and if we had a problem we could purchase more from the store. Our tile man broke a piece after the floors were put down and we went back this afternoon and were told this product has been discontinued.
If I can't find some way of purchasing this tile I will have to put a new floor down in one of the bathrooms. Now what is the next step?
Michael of Sebastian FL (07/11/08)
I purchased bamboo flooring which is a click-lock type of flooring requiring no glue. I also purchased the premier underlayment recommended by the sales person. The end, tongue and groove joints are coming apart. I think it is due to the slick surface of the underlayment. The vendor is blaming in on excess moisture. The planks started coming apart the first day they were laid.
Home depot will not take any blame and will not reimburse me for the extra labor involved to remove all the flooring and put it back with glue on the ends (which the vendor recommmended). No where in the instructions is glue mentioned. They also said to put an additional layer of moisture barrier down. All I was asking Home Depot for was a $500 discount on my purchase to cover the extra labor.
The flooring is made by Home Ledgends and is flawed. The ends do not lock and come apart with the slighest bit of traffic. I would strongly recommend to anyone wanting a new floor to go to a local flooring company. They usually stand behind their work.
Monetary damage because the job has to be done over and glue used to hold the ends together.
Kathleen of Albuquerque NM (07/06/08)
I installed an unfinished cherry floor in my family room. Then I rented a floor sander from Home Depot to sand it before finishing it. I got it home and tried to install the sandpaper sheet as instructed by the (very) young clerk at the Home Depot rental department, who told me that the rubber rim and the sticky sheet back would hold the sheet on. It didn't--the sandpaper was the size of the bottom of the sander, with no slack to go under the rubber bumper. The back of the sandpaper (with a peel-off backing) was not sticky enough to hold it in place. In 20', it came off 2 times and the sander turned itself off (intermittent short circuit, I believe) 3 times.
I took it back and explained the problems to another (very young) clerk. Gee, we'll have our repair guy check it out, was the response. Now, I'm an older woman who is not intimidated by tools, but I had no experience with floor sanders, so I spent a day or so thinking I was just too dumb and inept to make it work (except for the electrical short, which I realized was not my fault).
Finally, after obsessing about how I was going to get the floor sanded, I went to a local, non-chain rental place. They rented me a sander and provided sandpaper and a sort of mat which they said went between the metal bottom of the sander and the sandpaper. It worked (and my rustic cherry floor is beautiful). But anyone who is renting equipment at Home Depot (unless they're experienced with the equipment they're renting) should be aware that the Home Depot staff is too inexperienced to provide any information, support or even the right stuff, like the sander pads.
Cost of renting the sander, less a small credit I received because their stupid equipment did not work. My time. My irritation.
Jennifer of Sanford NC (06/25/08)
Back in February 2008 we purchased Hard wood flooring from Home Depot. We had it installed by a private installer that we picked out. However a few weeks after it was in it started to come up and peel. We had the installer come back and look at it and he also went under the house to check for moisture. He discovered that it is a defect in the wood as it is beginning to come apart in areas and not a result of his work.
He called Home Depot himself and spoke to a floor manager Lamont that even made a comment this wouldn't happen to be the cherry hardwood flooring, we have had many issues with that? Well in fact it was and the installer thought that comment was interesting. We have proceeded to call Home Depot many times and go by the store to get results. Wr keep getting the run around, noone is communicating or even willing to call us back with info. We were told they did contact the flooring people and are waiting for a response. They did have an inspector come and look at it and take pictures. The inspector told me right then you need this fixed it has a defect and there is a major problem knowing I have 3 small children.
We spent over 4ooo,oo for this whole project that is nothing but a mess and headache. They at this point still have not responded and we have no answers. With 3 small children I am constantly worried they will have splinters and pieces of wood stuck in their feet. It also doesn't help knowing that my sister-in-law had a similar issue in MA, where her babysitter got a 5 inch piece of wood that went thru her foot and required immediate surgery (with further to come) and can no longer stand for long periods. With my husband deploying next month, I am praying this will be resolved as it has caused nothing but stress and anxiety to us all!
Children not allowed to go barefoot in their own home, comstantly cleaning and vacuuming up pieces of wood. Trying to protect my dogs from splinters.
Mrs. of Copperas Cove TX (06/14/08)
OMG...where to start?? far too much to type...however...I am currently sitting on cement...they were to start laminate installation on 6-11...didn't even show up or deliver product til 6-12...said they would be out and done by 6-14..they said they would be here to start yesterday...no one ever showed up...hubby finally got a call noonish...they NOT coming til next wed...6-18...but in the mean time...they have emptyed my house...there is carpet all over my front yard...we live in city..risking a ticket. They have lied to us repeatedly...hung up on us..I paid $14,000...for this holy hell???? Another long story involving ceramic installation and toilets several weeks back. I knew then...this isn't gonna be pleasant. They have us by the balls and there isn't a damn thing we can do about it. We are victims and yet...they treat us like we are in the wrong. As God is my witness...I'll never darken the doorway of Home Depot again.
I can tell you the damage done to my NERVES. Any installation done by these folks...should come with a script of zanax !!!!
Rj of Austin TX (05/24/08)
Purchased bamboo floors from Home Depot close to a year ago and Home Depot is yet to finish the install that I paid $7,050. Floor was installed as planned however at the end the installers spilled hot glue in the center of the floor and damaged the floor when trying to buff the glue out. Both Home Depot and the installation company inspectors acknowledged the installer would repair the damages free of charge and as soon as possible. Also noticed was four transitional strips were missing but not noticed by Home Depot prior to installation. We were told numerous times that this wasnt a big deal as the transition strips will be ordered and installed immediately. Its been close to a year and neither of the two have been resolved.
I personally feel Home Depot just wants us to go away as were made false promises every time we try to resolve these issues. Ive spoken to Danny and Doug at the Lakeline store and when I call they know me by name, this says allot to the number of times Ive called. Every phone call ends with, Yes sir, were aware and will notify you as soon as the transition strips arrive. This cat and mouse game has been going on close to one year. When I got a call from the installation company they complained that there are only two transition strips available and that its not their problem and that I have to take it up with Home Depot. This is absurd to me as the consumer who was promised a completed product.
As of now Ive been told by Lakeline Home Depot employees to contacted Laurie Kincheon (Zone service manager Austin district 228). Ive spoke to Laurie twice now in the last two weeks and shes made the same promises Ive heard before as Im waiting to hear from her again this coming week how to proceed. Even if the floors are completed I feel Ive falsely been charged $7,050 as Ive not been able to enjoy them once since installation. To make matters worse were selling our house and the floors are a huge concern of potential buyers. A note about the installers, numerous times theyve asked to meet us at the house to inspect the floors in a two hour window and they never showed up. This happened at least three to four times.
Missing parts. Installers damaged floor cleaning up spilled hot glue.
Jeannine of Arbor Vitae WI (04/12/08)
Bought laminate flooring in 2003. In 2006 Pergo replaced floor because it was separating. New floor put down by Home Depo ( I think) This floor is also separating. I called home Depo and they called be back 3 days later and told me Pergo would not replace it becasue my under layment is bad. ( what ). If the under layment is bad whay isn't it coming up in other spots. Why didn't the installer see this problem. It was brand new under layment. Don't understand this and hate every second of this calling up and back. It is making me sick.
I paid 1,300 for this flooring and 900 to the first installer. I had to work very hard to put this money together. I have a very bad pain problem and this aggravate's me to no end,, and causes my pain to flare up.
Pamela of The Colony TX (02/27/08)
I ordered a specialty (odor resistant) carpet and installation with maintenance cleaning contract. We paid extra for all new tack strips; and were asked if we preferred gold or silver edge strips. We were told prior to the install, an oder test would be conducted. If the test failed, they would have to clean the area, and we would be charged for the cleaning. I pulled up the old carpet and some of the tack strips and cleaned thoroughly. They never conducted this very important test, that would affect the install and our guaranty.
The installers did not have either strips available. We were told the installers would move some furniture, they didn't. They said they were not paid enough to move furniture, only .50 per piece. The installers chipped my newly painted walls and splashed carpet glue all over, and on the newly installed tile. They did not vacuum after they finished laying the carpet and left approx 45 feet of excess carpet for us to store. They left bits of foam pad and other junk in the street in front of the house. We complained to Home-Depot via phone and internet QC questionare, to no avail. No one contacted us concerning the install.
So it is three months later, and the dog peed on the carpet. I tried to spot clean it, full steam cleaning was not yet neccesary, and there is a discolored area and it smells like dog pee. I contacted Home-Depot once more and related to them that I am concerned this is not the quality carpet we paid for. Of course, we were passed on and promised that some one would contact us. Here we are three business days after and I am calling them again. Sandra said an Inspector would contact me by phone or mail to schedule and appt. to test the carpet. I have a bad feeling about this...
Well, obviously the carpet will have to be replaced. Will they admit to installing the wrong carpet? We'll see, but I have little hope.
Madeline of Villalba OTHER (02/13/08)
On December 04, 2007, I placed a delivery order of some floor tiles and they were delivered on Dec 08, 07, however the merchandise was delivered wrapped and with the tile glue and other items on top and the amount paid for was 83 cases/ delivered 63. There was no way for me to verify the amount delivered. I notified the store of the shortage and have been working with them for over 2 months and nothing has been solved. I paid for merchandise not received. I will seek further legal assistance in this matter.
Lost of $292.40 and unable to complete a home project, now my carport is half way completed with a chance of the tile being discontinued.
K of Baltimore MD (02/08/08)
Wow! Thank you friends. I was about to price out flooring through Home Depot, but your testimonials saved me. Thank You!
Ralph of Goleta CA (01/22/08)
I ordered carpet with installation by Home Depot's subcontractor, who was not identified at the time of the purchase. It was The Carpet Pros. They asked me to wait at the job site for a 4 hour period. I waited and they did not come. They claim to have come an hour later and that my appointment was until an hour later.
Craig of San Diego CA (12/15/07)
I purchased $5000.00 of pergo flooring with an ETD of Nov 1st. I purchased mid Oct and the final pieces of wood arrived Dec 8th. My contractor had to delay because of another job. I was waiting and waiting for over a month for my wood to be delivered, being promised next week, next week, everytime I/we called . They are promising me compensation once all wood was in and guess what the compensation was, $50 gift certificate for Home Depot Expo - laughable.
I could not have Thanksgiving at my house and I was planning a whole family reunion and now its getting close to Christmas and the flooring is finally being installed, but the townhouse is filthy so I can't have a Christmas either.
Craig of San Diego CA (12/15/07)
I purchased $5000.00 of Pergo flooring with an estimated delivery of Nov 1. I purchased it in mid-October; the final pieces of wood arrived Dec 8. My contractor had to delay another job waiting and waiting over a month for my wood to be delivered--being promised next week, next week, every time we called. They promised me compensation once all wood was in, and guess what the compensation was? I got a $50 gift certificate for Home Depot Expo .....LAUGHABLE !
I could not have Thanksgiving at my house for which I was planning a whole family reunion, and now its getting close to Christmas and flooring is finally being installed. But my townhouse is filthy so cant have a Christmas here, either.
William of Austin TX (12/14/07)
I ordered 1200 sq ft of tile from Home Depot. I have about half of it; I've laid down about a quarter of it. I am not getting any assistance from the Frank, the manager, or the assistant manager. I have repeatedly called about the status and was told I would get a call back; nothing ever happens. I have made at least 10 phone calls, and I have been told the same thing. I need to get this resolved. I need the tile because be are in the process of getting the floors finished. I really need some upper company help here. I'm just about at the point of begging. Please help me with this problem.
Work delayed, house unfinished etc.
Tiloura of Edmonds WA (07/25/07)
I orderered carpeting for our new vacation home on April 20, 2007. It was on sale, which caused me to assume that it was available within a reasonable amount of time. After 6 weeks of waiting, I was told that the manufacturer of the carpeting had just started weaving it. The carpet finally arrived at the store in Omak in mid-June. It is now July 25, and they still have not been able to schedule an installer. 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.
Beate of Torrance CA (09/10/06)
I received a written quote from Home Depot for Bamboo Hardwood Flooring. Somewhere in the quote was the word Laminate mentioned. I was ensured that it is actual wood since bamboo doesn't come in laminate. I was quoted just short of USD 8000. I paid with my credit card and was told that the installers would call within two days. The installers never called and I called back Home Depot. My order was never processed and I was not informed of this! The reason being was that Home Depot suddenly asked for USD 4000 more.
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.
Roy of Port Angeles WA (08/11/06)
Contrated and paid $14,671.50 for contractor to renew tile and hardwood in Kitchen, entry, Dining room foyer and Living room. Was informed this job was a 5 days job. Contractor that Home Depot utilizes in our area is Coverall Inc. We are in day 13 and still 2 plus days asway from completion if the contractor shows up to the jobsite. Hoem has been completely torn up and complaints to Home Dept Store 8998 on now less than 8 occasions explaining our frustrations with the contractor . Assistant manager came to our home upon our insistance on one occasion to see what the problem is with completion.
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.
Terrie of Desoto TX (05/22/06)
I just read a consumer complaint online concerning The Home Depot and their flooring subcontractor, Cooper Floors in the Dallas/Ft.Worth area. We had a bad experience with both companies as well. The Home Depot rep came to my house and measured the space for hardwood flooring. I ordered everything he suggested. We were told the installation around the fireplace would be under-cut which was explained as being the wood cut at an angel to fit close to the brick.
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.
Dan of Riverside CA (04/01/06)
I was flipping through google and came accross this website. I started to read complaints on Home Depot and realized they were talking about the same problems I had a few months back. I ordered wood floors back in Sept. 2005, and because I don't have a lot of time, I'll make this story short. I was told that the floors would be delivered in two weeks. The floors didn't come in two weeks. Instead at the two week mark I called and they said it would be another month.
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.
Tom of Brooklyn NY (02/18/06)
I recently purchased cabinets, (including installation) appliances, and flooring from Home Depot.
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.
I paid over $17000.00 for everything and I feel I was not treated properly. I lost $$$ on turning down overtime to do something I had already paid for.
Cory of Euless TX (02/14/06)
I went to my local Home Depot to purchase wood flooring for my first house, boy was I excited.
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 don’t exist, failed to mention potential ‘hidden’ charges, and that their installers don’t 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 don’t 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.
I totally advise everyone who is considering using Home Depot’s home services to reconsider. I would also deter anyone from purchasing Bruce wood flooring. Either Home Depot is unable to install it properly or it is unable to be installed properly.
Michelle of Philadelphia PA (02/13/06)
Went to Home Depot the last week of January to place order for countertops and front door. Was told by door department that a measuring company would contact me to come out and measure. Someone came out to measure unannounced.
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.
Finally was put through to a manger who offered no reasoning or excuse but just that he understood. I am very dissatisfied and extremely upset for all this time lost when I could've had my door. I decided not to use Home Depot for my counter tops or for the door.
Carol of Thornton CO (02/12/06)
On Sat Feb 11 at 10 am I went into the Home Depot to look for carpet for the basement steps. I had a sample of carpet to match. The sales clerk was very rude. I stated that I need help with carpet and blinds. He said that he would only do carpet as blinds were not his department. He didn't even offer to find me other assistance for that.
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.
He reluctantly gave me my sample back. I have been using this Home Depot to complete a remodel all summer long. I have an account with them and wished to continue shopping there. However this one person made me not buy anything from them that day. I went up the street and purchased blinds, door knobs, and brackets. from them. I have made a request for them to come an measure the carpet which they will be putting in. Too bad they lost out on a good sale. Cash no less
Melissa of Mission Viejo CA (01/03/06)
After ordering Pergo flooring for entire home in April, and paying for entire order and install in full on April 25, 2004 ($16,500), it has taken nearly six months to get the installation done correctly.
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.
While the original job is now completed, it took six months to get it to this point.
Daniel of Johnson City TN (2/9/05):
I purchased $4400.00 worth of flooring from Home Depot. I installed it myself. I installed similar flooring in my last home and had no problems. This floor has been down about seven months. The floor is coming apart, separating, buckling, you name it. I went to Home Depot and told them of the problems and they sent Chris D from flooring out to look at the floor. After he looked at it he said he would be happy to file a claim.
About 1 week went by and I got a message from a floor inspector. I called him and told him when he could get in to see the floor because of my work hours. He left me a message that he did not work those kind of hours. Keep in mind he is getting paid to do this inspection. What's wrong with this picture? So in order to accommodate him I had to take off work. He told me he would be here around 12:00 -- he shows up 5 hours later.
He goes through my house with me and I start showing him the problems. He pulls a piece of my baseboard off and agrees that I have allowed plenty enough room for expansion. Then he takes a moisture tester and checks the moisture in my house and says the reading is normal.After the inspection I waited about 1 week. I decided to go to Home Depot and find out something. Italked to Brian, store manager. He told me that they would do everything that they could do to take care of the prblem.
About 5 days later Chris D got my claim back and it was denied. The inspector stated in his report that I had moisture problems and improper installation. I was in shock after me being here during the inspection and him agreeing to the problems I pointed out. He left me a paper that said I was entitled to another inspection. I called Brian W and his tone sure had changed. He talked to me very rude and said there was nothing he could do about it.
I told him about the paper that I had about another floor inspection and he said he would have to see it to believe it. So I took it to the store and told him to make a copy of it. I have done tons of business with this store and not one time have they tried to apologize or say they are sorry about what has happened. All I wanted was a refund for the flooring so I could buy something descent to go in my home that was worth the money instead of this junk they sold me.
Bob of Loveland CO (11-11-04):
I purchased vinyl flooring from Home Depot in Loveland, CO. The flooring was installed on 8/7/04. Unfortunately, I was charged for several things not done. Meanwhile, the underlayment I was charged for that wasn't done has now created issues with my 15 year warranty from Armstrong. I have an email message from Armstrong saying that the underlayment is required.
Home Depot corporate didn't reply to a letter from an attorney, the BBB and several from me. But their invoice clearly states that all changes to the invoice must be done in writing and, if not, I can request a refund for materials and labor not used. So far, I have received nothing to remedy this situation but a lot of lies. I have everything in writing but it doesn't seem to make a difference to them. They admitted they were wrong but will not take care of the warranty problem. We are now into the fourth month with this and are no further in straightening this out than day one.
Greg of Portland, OR (09-28-04):
Purchased carpet to replace basement and upstairs carpet. We were told we would have carpet in 10 business days, turned out to be 3 1/2 weeks. Had basement carpet installed first only to find out they shipped us the wrong carpet color. My wife called the store to find out what they were going to do to fix the mistake, but has been given the run around for a week now.
We now have a basement that is unusable. My wife's home office is the main area of the basement and can't be put back together until this is finished. Our upstairs is only pad, as I had already torn out the old carpet for the installers to do their job after installing the basement carpet.
Home Depot is not taking responsibilty for the screw up, saying it was the supplier's mistake and that their supplier will have to figure out what went wrong and get back to us. At this point I would say were screwed because we have no leverage to get what we want, which is the carpet removed and the correct color installed. I will never buy from Home Depot again!
Judy of Mobile, AL (8/06/04):
Home Depot installed ceramic tile in my kitched and bathrooms in 2001. After a year the tile started cracking.
Several inspectors hired by Home Depot came out, and declared that the damages were work-related due to improper underlayment installation. After this, I went round and round with the store in Mobile and the customer service department in Atlanta. A woman finally wrote me a denial letter saying that there was not enough evidence to support a faulty workmanship claim.
I spent $3500 on the floors, and now they are all cracking in seams criss-crossing across the kitchen. The value of my house has been diminished because of the cracking tile, and I am out $3500 for a shoddy floor.
Michael of Philadelphia, PA (7-20-04):
I bought laminate flooring from Home Depot in March 2004. I was moving into a new house on June 1st. I arranged to pick up the product in store. The day I arranged to pick up the product I was told that is was not in stock. I arranged for another day to pick up the product. The next arrangement was also cancelled because the store did not have the product. The same thing happened on the third time I made arrangements to pick up the product. After the third time, I cancelled the whole order.
On April 8, 2004 I went to the store on Columbus Blvd with all my paperwork for a refund. I was told that Home Depot would mail me a check within three weeks. It is now July 20, 2004 and I still have not received my refund. I have been in contact with people from the home office and the original store of purchase in Philadelphia. I was given the runaround time after time. People that I was told should be handling this matter would not even give me the courtesy of speaking to me on the phone. Those who did were rude and condescending.
Terry of McKinney TX writes (12/2/01):
I bought carpet and vinyl for my home and it was sold to me that it was guaranteed for life including installation, but now the seams of the vinyl are rolling up and Home Depot says that it is not covered.
Carl of Edgewater FL (6-14-04}:
In the middle of May, we bought a Bruce Engineered hardwood floor from Home Depot for $7,500, and had it shipped to our home. My wife and I moved all of our furniture out of the rooms in which the hardwood floor was to be installed. My wife and I then went to buy some scatter rugs for the hardwood floors, at a cost of $600.00.
The installers came to our home to install on 6/2/04. The installers were to take out all our carpet, remove ceramic tiles in the parlor in front of our fire place, in front of our glass slider and remove ceramic tiles in the foyer, 225 tiles in all. While one man was removing carpets, the other man started checking the concrete floor for flatness. He told my wife that the flatness was way off, and that for concrete grinding and fill it would cost approximately $1,750 for that one room. He also said the bedroom floor was way off, and that it would cost a lot to flatten out as well. The man said that even if we got all the extra work done it would have to be inspected, and there would be no guarantee that the floor could be laid after all. In the mean time the installers kept removing tiles and carpet.
Then the man said we just came from a job at Daytona Beach, and it was going to cost that customer $1,500 for the same problem with her floor. My wife called me at work to tell me of the problem and the cost of fixing it. I told her to tell them to stop work, but it was too late. All the tiles and 2/3 of the carpet had been removed.
The next day we went to Home Depot and got to talk to Jeff the store manager he assured us that we would get our money back as soon as possible. Then he sent a floor man down to our home to see what could be done with our floors. This man told us that it should not have cost us any more then $700 to flatten the floors, but because the installers were the ones that warranteed the floor we had to do it their way. My wife and I decided not to go with wood because of the risk and possible cost -- we just couldn't afford it.
We were now living on 750 sq. ft. of concrete floors with no coverings, so of course we wanted to get something that will look good. So we went back to Home Depot to find a carpet. While there I checked on how soon we could get our money back and found that we were going to be charged for the work the installers did at our home at a cost of $381.00. I didn't like it but blew it off. Over the next week my wife changed her mind a couple times about the color and grade of carpet, and decided to buy tiles from another company as Home Depot did not have what we wanted.
On 6/9/04 we had the tiles replaced in the same areas they were removed, by someone other than Home Depot. On 6/12/04 we went to pay for the carpet we had chosen with a credit card. (Home Depot told us it is better to pay by credit because it is easier to get your money back if you want to return.)
Well, anyhow, we went to pay for the carpet and that is when all hell broke out. We had gone to the flooring department to pick up the order to bring to customer service with the sales clerk. When we got to customer service a gentleman had trouble finding the measurements for installers. Dianna, an employee, over heard this conversation and came to the desk and said "Oh, you people cost us $7,000 -- we lost $7,000 because of you." I said "What? What are you talking about?" And then she said that the company didn't want to continue with the contract for the carpet. My wife and I didn't understand what was happening.
Then Dianna started calling us liars and I asked what she was talking about. She ust continued humiliating us in front of two other employees and one customer. She said that the company didn't want to do any more business with us. That was very humiliating and embarassing to us, and she was laughing about it. When I asked her who said this, and who told her not to sell us the carpet, she laughed again and said she wasn't going to tell us.
Now, what is this all about? We are apparently the laughing stock of Home Depot. I can't for the life of me understand why the company would have wasted my time helping me pick out the carpet and send their men to measure my floors, and then tell me to kiss off. Is this a store or is this a place where you go to be humiliated and belittled? My wife and I are very upset and embarassed by this kind of treatment.
Dawn of Massapequa, NY, writes:
I purchased flooring from Home Depot and had it instsalled about 2 years ago. At that time I contacted them about one month after it was installed because it was coming up. I continued to get the runaround. They admitted that there was a problem but proceeded to put me off.
I ended up going into the hospital and being put on bed rest due to premature labor of my baby for two months. In that time my husband brought our open paperwork to me at the hospital and by mistake the hospital threw it out. The only copy of the paperwork was in there. Home Depot claims that they have no record of this since it was over one year ago!
They did come to the house in May and agreed that it was definitely put down wrong but, once again I am getting the runaround. They said they would do the job and to come in and pick out flooring! After calling and calling FOR 3 MONTHS NOW and picking out flooring they now say that they will not install it!
"Tapeworm of West Hempstead, NY, writes (6/27/00):
I put down a new kitchen floor (ceramic tiles) with thinset bought from Home Depot. I had bought 2 bags, one gray and one white. After putting down the floor and waiting the proper amount of time for the thinset to cure, I went to walk on it and foud that all the tiles put down with the grey thinset were loose while all the tiles put down with the white thinset were solidly bonded to the floor.
I went to Home Depot and spoke with the asst. store manager (first name Henry). I explained what happened and he said he would come to my house to evaluate the problem. When he came to my house, he looked at the floor and said I used the wrong type of thinset. Than I asked him why the other tiles were bonded so well? His reply was that I shuoldn't have used this thinset on this floor because of a freeze-thaw condition. (Remember- it's the beginning of June...the temperature is not making drastic changes).
So I asked him why aren't the other tils popping up if it's the wrong surface? He sidestepped that question by telling me that he's off on Thursday and Friday and he would come to my house and clean up all the loose tiles and rebond them to the floor. At first I said ok, but after having other contractors evaluate the problem, and also asking the distributor of these tiles for their professional opinion (they said it was defective thinset) I went to Home Depot to ask Henry if he had a contractors license and insurance.
He asked why? I said to him if you're going to work in my house than you realize you need those 2 things and I also want in writing what the problem was and what's being done to rectify it. He said he doesn't have a license any more but would use his brother's license. Than I asked to speak to the store manager, Mike, and told him this story. He said to me "No, Henry did not go to your house". And I replied yes he did and wants to work on it illegally.
Mike replied that he will get a rep from the thinset manufacturer to my house to evaluate this problem. After 6 days, the rep, Pete, came to my house and evaluated the problem. His first words were "Remember, you get what you pay for". And then asked me why I didn't buy thinset from the tile distributor. I told him because I bought the tiles a few months ago and waited until I was ready to put the tiles down. Than I asked "does it make a differrance?" He said no and proceeded to lecture me on how tiles are put down and how his company tests all their thinset and they never sell bad thinset.
He than made me an offer to supply me with all new thinset, wonderboard, grout, spacers, sealer, trowels and floats and asked me if that would make me happy. I said we're making progress but who's going to come clean the tiles and redo all this work. He said that he was sure Home Depot would hire a contractor and I wuold have to talk to Mike to confirm that. When I spoke to Mike he said Home Depot will not pay any labor and will only give me what Pete offered. I also tried to contact Home Depot's consumer affairs office in Atlanta, and spoke with a Beverly and was advised they would get back to me. I'm still waiting on that response (3 weeks).
Now my kitchen has been torn apart for 5 weeks, my cabinet maker and countertop contractor has to wait until this is resolved, thinset is being tracked onto my rugs, one tile has already broken, there's no way I can entertain with my kitchen apart, and the stress of this whole situation is unwarranted.
John of Mendon, MA, writes:
In 1998 I paid Home Depot to install 1,000 sq. feet of carpet in my home office. The carpet was installed by an 18 year old boy working alone who cut the carpet in the wrong direction causing a patchwork quilt of highly visible seams throughout the room. I called Home Depot twice about the problem with no return call. Finally I went to the store and complained and they returned my call.
It was still about 6 months before they actually inspected the carpet and agreed it had been improperly installed. Again no follow up until I ultimately visited the store in the process of looking at carpet for our living room. I was told that when the new installers installed the LR carpet they could confirm or fix the carpet botched by the previous installers. If not we could get a full credit or refund on the mislaid carpet.
What happened instead was that while the supervising installer was reaffirming that the carpet was installed improperly, his assistant was lifting my wallet from another part of the room. I only noticed the missing wallet after they left and was out $1,300 in cash and checks as well as having to replace all my credit cards. I called the store right away and had to call back three times to even get a supervisor. Even then I coudn't get the store manager.
Eventually they had the contractor call me who only agree to replace the stolen cash. We set two appointments and he failed to show for both. This is the worst case of consumer abuse I have ever suffered in my entire life. I can't believe I have suffered this type of treatment from a large publicly held company.
Bonnie in Marlton, NJ, writes:
Home Depot sent their carpet installers out to install 4 bedrooms of carpeting. After 5 and 1/2 hours there was not one room completed, they had spilled a gallon of paint, which got on furniture, cut the wrong carpet for the wrong bedrooms, tracked paint and spilled glue on our 5 month old carpet in the hall, chipped, cracked and got glue on door ways, had furniture jammed in our bathrooms so that we could not get to a shower, broke our closet door, etc...
We have 7 pages of documentation.
Here's an update from Bonnie:
Home Depot has continued to not even respond to the suit, complete a walk through, our toilet is now leaking again that they had repaired 3 months after installation of pergo in our bathroom and now our the pergo is damaged and raising. This is absolutely phenomenal that they are trying to represent themselves as "customer oriented" and a wonderful chain of stores.
We have now been going through this with them for 10 months and our home is still not "put back together" and we are still incurring expenses for damage and repairs. We already have an attorney.
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