THE HOME DEPOT HOME SERVICES

My kitchen cabinets were resurfaced in June, 2021 by Home Depot Installation Services in Lombard, IL. The Good It took three trips but the subcontractors did a great job - the quality of work is not the issue! The Bad After the installation, I was left with 22 pieces of molding and 9-8' pieces of laminate. Approximately 60' of molding and at most two sheets of laminate were used. There is enough overage to do almost four more kitchens of this size! The Ugly I mentioned this to the Installation Coordinator on the phone and a 7/21 email. She said she had to bring this up to her manager - I heard nothing. On 10/6, I emailed Home Depot Customer Care. Finally, on 10/12 there were several emails between the manager and myself. He stated "I can assure you there was no charge for the additional material." He also stated "Our software will not allow us to order additional material. All measurements and requested material is automatically calculated to prevent overage or short shipments." This job was performed under contract including charges for all materials. For an installer, it is better to have excess material. I understand bringing extra material to a job. The question here is how much overage is acceptable. I paid for enough to do four additional kitchens - this not acceptable! The value of the overage is difficult to determine as this material is not sold in Home Depot stores. I stated that it is valued at over $1000. I filed a complaint with the Better Business Bureau and communicated with a Resolution Expeditor from Home Depot corporate in Atlanta. She states "this was extra material brought from The Home Depot warehouse." These materials are only available through Home Depot Home Services - they are not available through Home Depot retail stores or their website. A shipping label from the manufacturer, Elias Woodwork, with my name was attached to the cardboard protecting the laminate. Clearly, this was not from the Home Depot Home Services' inventory! She also stated "it is important to understand that our system automatically orders all material. It will not allow us to order extra material." The installation took three trips, the installer left the material so it could be used in later visits to complete the job. She also said "Any additional charge that does not align with the measurements outlined during the audit process automatically gets credited back to the customers original source of payment at the time of order. This process was put into place by corporate to prevent extra material from being ordered." Additionally, she mentioned "all orders are audited twice prior to being ordered. The measure tech self-audits the order to confirm what was measured matched what was sold. Then, a different measure tech audits the same order again to confirm alignment. All material is ordered once the final audit is approved." The Downright Ugly I was curious why an audit system was implemented by Home Depot. The answer could be from a 2007 case filed in United States District Court, California Western Division. Andrea SPIEGLER v. HOME DEPOT ( SPIEGLER v. HOME DEPOT U. | 552 F.Supp.2d 1036 (2008) | 2d103611483 | Leagle.com ). This case concerns overcharging on cabinet refacing. "Plaintiffs allege that defendants based their pricing to plaintiffs on an initial calculation made by one of defendants' sales representatives, while unbeknownst to plaintiffs, defendants based the commission they paid to their sales representatives on a subsequent lower, and allegedly more accurate calculation, made by one of defendants' 'Measurement Technicians' ... Plaintiffs contend that this dual pricing practice, which defendants routinely employ for all of their customers whose jobs are priced at their homes, results in an overcharge because they should have been charged a lower price based on the second calculation.'" The case was eventually dismissed but was possibly why a Home Depot representative mentioned that an audit system was implemented. Cases of excess materials for customer jobs go far back to at least 2007. In 2017 someone commented on that site that the same happened to them. The same happened to me in 2021 - I have enough excess material to do four kitchens of this size - if there is an audit system, it is not working! Conclusion I have enough molding and laminate to do four kitchens of this size ordered specifically for my job and did not come from Home Depot inventory. If there is an automatic audit, this should have triggered a red flag that should have been caught. It has a label from the manufacturer with my name on it and I complained about this several times finally receiving an answer after complaining to Home Depot corporate and the BBB. If these is an auditing process that automatically credits the customer, why have I not received the credit that I am requesting? This is not good business, I do not recommend doing business with Home Depot Home Services.

It went pretty well. The man that did the measuring & estimate, Gregory, was very nice. However, he ended up having to re-order 2 windows because they were oddly sized & he didn't realize this when measuring. It did push things back & caused additional paperwork which was a little frustrating. The two men that put in the windows did a good job though; everything looks good.

They helped us find a refrigerator that would work for us. They delivered it for us and removed several doors to get it into our home. They were very helpful.

The initial consultation should have given us a clue how the rest of the experience was going to go... we should have known better. The salesman, Steve, came to our house and spent four hours attempting to sell us extra siding work. When we said we had heard enough and wanted to think about our decision for a few days, he remained in our house trying to pressure us into signing and paying right then and there. Like I said, we should have known. When we decided to purchase the installation, the salesman had to come back out to our house to have the paperwork and payment done in person - no fax or emailing allowed. That took another hour of our time. Then the project manager had to come out to ensure the salesperson's measurements were correct. That took a half hour of our time. After a few weeks, we were called and told that our items had not been ordered yet because the project manager never submitted the measurements. They also said they had no idea where he disappeared to, but he was no longer answering his cell. So, a new project manager had to come out and measure -- another half hour. After a few weeks, the window and patio door were available before the side door. After waiting a few more weeks for the side door to be completed, we decided to have the window and patio door installed first. The first installation team came, and found out that the window was not the right size, and they'd have to reorder. A few weeks later, the new window arrived and was installed, but still no sign of the side door. Finally, after months of waiting, frequent phone calls, and a few angry words on my part, they were able to get the door manufacturer to respond and prioritize our door. A six to eight week total project time had ballooned into months. The installation teams were very nice, and really the only good part of the experience. However, after some time to settle in, the overall quality of the doors and windows is less than I would expect for the price they charge.

Went to the Home Depot Dundee Rd, Palatine. John was very helpful and made an appointment for an estimator to come out 4 days later. Jay came out and gave a very thorough demonstration of their products. He made measurements and gave me an estimate for the work. There were no special offers except for delayed payment. He asked if he could check back after 1 week when I expected to make a decision. Next day I got a call saying there was a 10% discount for the following weekend only. In spite of the discount the price was 20% over the estimate I finally accepted. 3 weeks later I have not received a follow up call, which was a surprise.

We did not use them because they would not supply references.

I purchased 4 replacement windows for my basement. The installation took less than a day and went very well. The installers were efficient and professional. However, the windows are not what I expected. They were installed over the old frames and the window area was substantially (60%) smaller than the windows that were replaced. My basement has been turned into a cave. I expected the replacement windows to be slightly smaller than the originals, but these are more like portholes than windows.

This was the WORST experience I have had with a contractor. I hired Home Depot because the salesman assured me of their reliability, quality work, and customer service. The Home Depot seems like a quality company that could handle the job, right? WRONG! My issues started with an incorrect contract (added almost $1400 to the cost and had to amend the contract), poor scheduling, forgot to schedule the installation of my gutters (left the house with no gutters until I called to ask when they were coming back. We had a heavy rainstorm several days afterwards, and my gutterless house had water swamped along the foundation), forgot downspouts, installed the gutters with improper pitch, left old gutter hangers attached, failed to install chimney saddles as stated in contract (didn't tell me until I climbed up on the roof to find out), left holes around the dormer, and installed the flashing wrong so my roof STILL LEAKS 6 MONTHS LATER! The project manager is impossible to get a hold of!