THE HOME DEPOT- AT HOME SERVICES

We got two defective products and can't seem to get the second one fixed. We ordered everything in January. It's July third and we still have a broken window. Our sliding glass door seemed fine until the room warmed back up. There was a breeze coming from the door. A workman came out and confirmed that the door was defective. It took about 2 weeks-in the winter-to get that fixed. We were getting ready for the city inspector and took off the window stickers and discovered there was a sizable crack under one of the stickers. I called them about this in early May. They said it would take a couple weeks to get a replacement window. A month later I called back. They told me my window was there and they don't know why nobody ever called me for the install. She said she'd send it again. 2 weeks later I was fed up so I called their corporate offices to see if I could get some action on it. The supervisor I talked to-Brett-said she would put this on her urgent list and call me back. I'm still waiting.

A horrible experience. HD was not the lowest bid, but we chose them to perform the project because we felt we had a better chance of HD standing behind their work than potentially a smaller roofing company that might not exist in 2 years. The estimate process took a long time because costs continued to change while we waited for our insurance company to approve, which required we resubmit modified bid to our insurance company for additional approvals. Once approved, it was scheduled within a reasonable period of time. But, they did not show up on the scheduled day, or the day after. HD could not get ahold of the subcontractor to determine when they would be coming. Work started on the 3rd day, around noon. Crew did not show up on the 4th day, citing inclement weather (although 4 other roofing companies were working in our neighborhood that day). Crew came on the 5th day for a partial day, and quit early stating they ran out of certain materials. Did not come on the 6th day, though we were told to expect them by HD. Did not come on the 7th day, though we were told to expect them by HD. Installation manager had to come to our house to tack down the tarp that had been placed on the roof, since part of the roof had been stripped of the existing shingles and snow and high winds were expected. Did not come on the 8th day, though we were told to expect them by HD. Luckily we heard the roll-off container company show up to take away the large garbage bin, and got them to leave it since the job was not completed. Job was completed on the 9th day. Roll-off container is still in our driveway, day 16. We had to call the roll-off company to ask to have it taken away.

We had a lot of problems, we had windows that leaked and they were not very good at getting back to our phone calls, and then they came out and fixed it.

Pam, who did the estimate, was on time, very friendly and not pushy. There was some miscommunication about when the project manager was to come out for the measurements but he did make it out. The windows came in earlier than expected and they were able to come out and put them in a week or two before we thought. They were done in about an hour and a half. Pam called to follow up a few days later. The windows look great!