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Home Depot Windows & Siding

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Leon of Woodbury MN (2/10/05):
I visited Home Depot and inquired about a new window. My old wood window in the living room was difficult to open and close, and it had some cold air leaking in during the previous winter. I left my name and phone number. The next day, I got a call from a Home Depot salesman, PN. We made an appointment and came to our house. I showed PN the window in the living room. He spent about two hours telling us what good windows Home Depot sells.

Then, he began to tell us that all Woodbury houses built in 1980s had bad windows because they were too thin. He actually showed us an experiment, during which that he demonstrated that hot air blows the fan on the other side of a sample thin window, but cannot blow the fan on the other side of a thick window sold by Home Depot. Concerned about other windows of my 1987 house, I invited him to take a look at other windows of the house. In my master bedroom, he pointed to the condensation on the windows and told me that the condensation is bad to my kids' health and that the new windows will NOT have condensation problem any more. Literally, he pointed to the condensation and said, "this will not be there any more."

Based on the information given by PN, I quickly decided to replace all windows upstairs, and persuaded my wife on that decision. I took Home Depot as a reputed name, so I trusted PN from the very beginning since he represents Home Depot. We bought the top line of the windows Renovations 6500 with lifetime warranty, including changing a regular window to a bay window in our living room. The whole transaction was at $8,174.

Another piece of detail that is worth mentioning is that during the conversation, he repeatedly praised Home Depot service and he said that Home Depot would stand by the products it sold. PN told me that I did not need to do a thing during and after the installation other than to clear out the space prior to installation, and that the people installing the windows would do everything. To emphasize the point that I did not need to do anything, he said that the workers would even vacuum the working area so that I didn't even need to do any clean up. He stated that all I had to do is to enjoy my new windows.

After two months, Home Depot finally completed the installation of the new windows. It was true that the contractors cleaned up after installation. When winter came, we began to find water on the windows. Worse, there is a pile of water on the bay window in the living room. For the first several weeks, we wiped the water off the bay window every day. However, very soon, we found that we were not able to keep up with the water every day. The condensation grew. And then mold on the wood frame showed up.

We called PN. He referred me to talk to the Home Depot area project manager. At the end of January 2005, the representative from the windows manufacturer came to my house. According to his conclusion, my house has too high humidity. My humidity indicator showed 60, but his measurement was at 48 in the living room. But anyhow, according to him, which is a surprise to us, the humidity is the source of the condensation. The windows will have condensation when the humidity is high, regardless of what kind of windows, plus the warranty does not cover condensation damage.

Now we realized that PN's statement was misrepresentation and misleading. Now Home Depot wants to walk away from this. This incident totally damaged Home Depot's image in my mind.

Michael of Bowie MD (4/27/04):
I purchased siding for my house. They installed the siding and forgot to put gutters up. They billed me for the job even though the contract says they won't bill until the job is completed. I've been trying for three weeks to get them to come back out and put gutters up and every time they schedule something, they don't show. Water is running down the sides of my house every time it rains and under the doors. Every time I call and complain, they tell me someone will be out, but no one shows.

Water is running down the front of the house and all the dirt and crud from the roof is all over the new siding. water seeps under my door when it rains and I believe it is soaking the insulation under the siding.

Katrina of Lima, NY, writes (12/6/01):
On October 16, 2001 I went into the Victor NY store and purchased 25 windows. I was informed that the windows would be ordered and shipped within 14 days. A representative of your company later contacted me on October 24, 2001. I was informed that one of the windows was of an odd size and could not be ordered. I very clearly informed the representative to continue with the order and leave that specific window out and that I would purchase it at a later date so the rest of my order would still go through and I would not have to wait further for the windows.

After not receiving my order as of November 1, 2001, I personally went to the store to find out where the order was and why I had not received the windows. A representative there told me not to worry, that the windows were on the way, and I would receive a phone call when they arrived. Much to my dismay I never received such a phone call after much time had passed.

Yet again I went te the store to find out what the problem was. At this time I was informed that the sales associate could not locate the windows and that he would have to call the manufacturer, he mentioned to me that if he did not speak with anyone from the manufacturer he would need to wait for a call back. I gave the sales associate my cell phone number and was never contacted. I called the following day only to be told that the manufacturer never called him back so I would need to deal with Lynn.

Lynn called me back on November 21, 2001 letting me know I would need to wait throughout the holidays and the weekend and she would call me back on Monday. On Monday I received a call from Lynn informing me the ship date on my order would be on December 10, 2001. This heightened my doubts about when the order was intially placed and if it was at all. To my knowledge the order was not placed until I looked into the matter and it appears was not placed until November 26, 2001 by Lynn. This is 41 days after my intial ordering.

November 27, 2001 I went into the Victor store and spoke with a manager, I explained my situation and he was very nonchalant. The gentlemen asked me "What do you want from me?" In speaking with him we looked into the matter further in the computer, we found out, as stated in the computer, the order was on hold 'until customer picked out new window', from prior discussion this was not what I agreed to.

This is not good business from you company and I am very dipleased. The manger did offer me one free window for my inconvenience. With the total purchase price of mr order at over $3,700 I feel this is an undermining offer because of my kindness throughout this whole ordeal. I am a manager myself for a large upscale company. I did not want to express my opinions in the store.

Linda of Trenton, NJ, writes (5/4/00):
Windows/siding job started march 6, 2000, it has been a nightmare since. Windows installed wrong, leaking, had to be re-installed, chipped paint, etc. around windows, all windows were measured wrong, had to be reordered or make-do with, did not wrap the house with appropriate material just put some type of green/white insullation under the siding. To date there are numerous problems, picture window leaks when raining, gate and latch need to be replaced due to being damaged by first set of contractors who never finished job, another set of contractors came out and job is still not finished to my satisfaction. Rotted wood never was replaced and we were told it was going to be, front storm door broke immediately and had to be replaced, etc. etc. We have taken numerous days off from work, lost pay, emotional and physical stress due to this nightmare.

Jay of Staten Island, NY, writes (6/26/00):
I put down payment on a new bay window for my home. After waiting for 3 and a half months for window to be delivered (I was told it would be only 3-4 weeks) they then told me that the order was never placed for my window. They re-ordered the window. I was told that it would be another 6 to 8 weeks wait.

I then informed Jay Harvey (manager) that I no longer wanted to order my window from them. I asked for my $100 deposit back. I paid in good faith that a service would be performed and it was not and I should have had my deposit returned to me but it was not. I have been calling them about this for 2 months now and all I get is told that it will be arriving by mail any day.

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