May 31, 2023, 2:15 p.m. by Matthew
Home Depot:
I write this complaint to express my dissatisfaction with Home Depot regarding the purchase of goods and services. Put concisely, I purchased 21 windows in August of 2021; the order was completed 18 months later: however, inaccurate. Home Depot’s reputation precedes them, and as a consumer, I took that into account when making my purchase. I am disappointed to find that the results of the transaction do not meet my expectations and thus necessitate this formal complaint:
The windows were purchased on 8-4-2021; installation was scheduled for February/March 2022.
On 11-12-2021 I was told that the windows could not be completed in my first choice of color; I was instructed to choose a different color. This would be the first “change order”.
[Ultimately, line items #1-13 were to be double-hung windows: manufactured with 4 vertical bars on the top sash; the bottom sash would be absent of grid patterns. Line item #13 would be upgraded for obscurity. Line items #14-20 were to be double-hung windows: absent of grid patterns whatsoever. Line item #20 would be upgraded for obscurity.]
On 2-9-2022 the workmen arrived to install the windows in the main house and the garage apartment, respectively:
a. the double-hung windows manufactured for the main house (# 1-13) arrived with 4 vertical bars on both the top and the bottom sashes. The foreman contacted the warehouse to ascertain whether the incorrect order had been received; the warehouse responded that an identical set of windows had been produced, yet those windows were also inaccurate. Put another way, I ordered 21 windows; 42 windows were manufactured; out of the 42 windows, one window (line item #20) would be installed on this day. The window installment would be delayed.
b. to begin, the existing windows in the garage apartment were removed; however, the new windows (#14-19) were the wrong size: the packaging was labeled with the accurate size, yet the windows were too small. The workmen reinstalled the original windows. The bathroom window (#20) was accurate and installed properly.
In March 2022 I was notified that the windows would be delivered and installed by the end of the month. The windows arrived for the garage apartment; however, I did not receive any windows for the main house. One window for the garage apartment was manufactured and installed with 4 vertical bars on the top sash; this window remains inaccurate.
In June 2022 I was notified that the “remaining 9 windows” for the main house would be installed; however, I was missing 11 windows at the time. When the workmen arrived to install the remaining windows, 9 arrived, but only 3 were the correct size; the extra 6 windows were consistent with the garage apartment specifications. Thereafter, I called Home Depot headquarters in Atlanta, GA; a person from Lewisville, TX provided a response: I was assured that the remaining 6 windows would arrive in 6 weeks.
In August 2022 I received a voicemail from Home Depot instructing me to schedule the installation; several attempts to make contact proved unsuccessful.
On 9-13-2022 I received a voicemail from Home Depot. Maryanne stated: “the windows are here [and that] Bryan can go out to your home on Thursday the 15th [and] he can arrive between 2 and 4. Please call me to confirm this date: Thursday, September 15th, between 2 and 4, thank you. I can be reached at 972-815-2521 EXT. 511”. I attempted to call to affirm the installation but getting in touch with someone proved futile.
At this point I felt powerless. Four months elapsed without any correspondence whatsoever; the erroneous windows remained in place. The double-barred windows were comparable to security windows.
On 1-24-2023 I received a voicemail from Home Depot. Victoria stated: “I am calling to touch base and see about getting your window service all reset back up with you”. She left her number with the extension and instructed me to return the call. I was to schedule what turned out to be the final installation.
In February 2023 the windows were installed; one window remains inaccurate.
This complaint serves to address the unsatisfactory goods and services that I have experienced. The issues that I have faced are unacceptable. It is my expectation that the investment of resources in Home Depot's services would receive the quality that their reputation has set forth. As such, I seek acknowledgement to this grievance that matches this expectation.
Respectfully,
Matthew Hearn
940-782-6432
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