HOME DEPOT

The guy who came out and gave me the estimate was very honest. He said it would be a while before they could come and do the installation because they had a waiting list. They ended up calling pretty quickly to get the appointment scheduled. The two workers were great! They worked very efficiently and did not even talk! I could not believe how fast they were. They did a great job and everything looks great!

1. Jenne Ticki - the Sales person who visited and did the initial evaluation of our bathroom - offered a 24-month same as cash payment plan. After receiving our first bill, this was not the case and I had to advocate our case with the 72nd (Tacoma) Home Depot customer service so that they can call the Home Depot credit card to reflect the offer because the credit card office did not receive any information regarding the offer 2. My wife and I were informed the installation will be completed within 8 weeks of the contract. Contract was signed June 26, 2013. 3. After the second appointment with Steve Wickline to verify the measurement and price, we were informed that the new anticipated installation date will be scheduled on August 27, 2013. If there will be any changes, Roxanne will notify us. If we have any question, we need to contact Roxanne at 253-630-1103. 3. My wife called 253-630-1103 to talk to Roxanne to confirm appointment numerous time, but there was no return calls. At one point, my wife left a message with April. 4. I eventually called mid-August because of our frustration. No was no clear answer because received excuses regarding our order hasn't arrived and that the installer were too busy and that they only have one installer...As a customer and a military leader, this is not comforting to hear. It indicated a lack of commitment to excellence and customer. I became frustrated with excuses and sternly explained this is not acceptable because it did not reflect the offer and timeline, which made us decide to go with Home Depot. Roxanne stated she will call me back by Tuesday the week after, which she did with an appoint for first thing on September 11, 2013. Because the timeline shifted to the right of the original of discussion, it now did not fit our work schedule and I asked my Dad to come over. 5. On September 11, 2013, my Dad and I waited and at 9:05AM the installer/contractor did not show. I called 253-630-1103 (I can't remember who answered - either April or Roxanne) and she uninterested stated, "No, you're appointment is at noon." I indicated that I was informed this was a whole day job. She simply stated that "our guy is good and will finish it today". Because I needed to go back to work, I simply stated ok and hang-up. I immediately called Steve Wickline to express concern because he informed us it will be a whole day job. He stated that he thought it was first thing in the morning and it will be a whole day. He informed me that he will check on it. My Dad stayed at our house for awhile and left to do some personal errands, but was on standby to come back. I came home at 1145 for my lunch break and my Dad was in our house. Noon came and there was no knock at the door and no phone call. 1215PM rolled and there was no visit. I called 253-630-1103 several times until 1230PM, but no one answered. I, then, called Steve Wickline and he, too, was confused. He stated he would call me back. He called back around 1245PM indicating there was a delay with the installer's current job and he was suppose to call me. I asked me to call 253-630-1103 to reschedule. I called for another 30 minutes, but no one answered. I became angry and called Steve and informed me that I believe the office was ignoring me and I'll just deal with him. I informed him this whole event had been frustrating and that my Dad and I had to postponed our life for this event and there was no courtesy call or coordination, except for him. I informed him we are a hostage and are at the mercy of Home Depot. He informed me he will talk to his Boss in Sacrament - Paul Wood - to see how they could show their commitment to us. He called me later that day and stated if we want to cancel they will honor it or possible give us a $1000 off. Since they already have the measurement, it should be faster to go with them, but I want to hear from his (Steve's) boss' offer - if he will honor a $1000 off. We spoke the next day and he mentioned he spoke to his boss and yes he will commit to the $1000 off. He asked me to call Roxanne to reschedule. I informed him I will tentatively schedule pending an arrangement to solidify the $1000 discount offer. He agreed. I called Roxanne and rescheduled for September 30, 2013. 6. I called Steve on September 16, 2013 to receive confirmation of the $1000 discount. He mentioned the company will simply give me credit. I informed him I need that in writing since this is a contract and our current contract does not reflect that. He could not provide one. He also informed me that he thought Paul called me. After a few more minutes of conversation I informed him I don't believe Home Depot will honor the offer and I don't want to go forward with the contract, cancel the whole thing, and want refund of the amount I already paid. He informed me he will coordinate it. 7. After not receiving anything from Home Depot of any cancellation and the Home Depot Credit Card still had my balance, I called Steve on September 20, 2013 to get a written confirmation of my cancellation and I won't be charge for anything. I left a message. 8. After a few days of no response, I filled a WA Attorney General and BBB complaint. When the AG's office contacted corporate, they finally responded through Ms. Jessica Edwards from Atlanta. She started coordinating with the local office. I informed her that because of my experience with the local office, I prefer to deal with her or senior staff alone. 9. Paul Wood, Regional Manager, finally left a message on my voicemail that he guarantees I will receive a 10% discount. Due to my work schedule and responsibility, I called back that evening and indicated e-mail was the best way to communicate and I explained my situation to Mr. Wood. He e-mailed me on September 26, 2013, and apologized and gave me in word through his e-mail that "We are bound by policy to not discuss compensation amount prior to completing the project, so I can commit my word, that this will happen upon completion to your satisfaction of the project, but cannot provide a written change order until we get to that point." With the written commitment, I proceeded to agree to have the job done on September 30, 2013. I contacted corporate for details. Ms. Edwards scheduled and confirmed that my appointment will be September 20, 2013, at 8AM. 10. The day came and at 8:15AM, there was no indication anyone would be coming in. I called the local office with hesitation. Roxanne indicated the appoint was at 9:30AM. My dad and I agreed to wait, since we need a new shower. At 1000AM, there was no one, again. I called the local office and there was no answer multiple times. Finally, I decided to simply cancel my leave and go back to work at 10:15AM. As a matter of courtesy, I left a note at the door indicating, "Was expecting you at 9:30AM. Here's my cell number...". 11. At 1155AM, I received a call from the subcontractor. He indicated he called the local office the day before that he won't make it until 12:30PM because he is coming from Portland, OR. I agreed to come back. I notified Ms. Edwards of the experience. 12. The job was completed with no issue. I contacted Ms. Edwards and discussed the 10% or $1000 credit or refund. She e-mailed me a release statement that Home Depot will only give me credit if I release them of liability and responsibility. This offended me as though non of their actions mattered. This also means if something happen with their workmanship in the future and damage my house, I am on my own. As a military person, I believe in ethics, integrity, and accountability. I informed her I will only accept the credit or refund if they accept responsibility. They stopped communicating with me at that point. Ms. Edwards wrote both BBB and the WA AG that I was refunded $1000. I challenged it, but have not heard anything from them.

THEY SHOWED UP ON TIME AND INSTALLED IT WITH OUT ANY PROBLEMS. THEY EXPLAINED THINGS TO ME... AS WELL. THEY ALSO HAD TO ADJUST THE SIZE AND DIDN'T COMPLAIN AT ALL.

THEY WERE COURTEOUS AND UNDERSTANDING. THEY CAME AND INSTALLED ALL OF THE WINDOWS IN ONE DAY. THEY SHOWED UP ON TIME AND ALSO EXPLAINED WHAT THEY WERE DOING, WHEN THEY THOUGHT I NEEDED TO KNOW.

THEY HAVE ALWAYS DONE PAST WORK FOR US, LIKE INSTALLING CARPET AND OTHER HOME IMPROVEMENT TASKS. THEY HAVE ALWAYS BEEN EXCELLENT.

THEY CAME ON TIME AND PUT ALL BUNDLES ON THE ROOF WHERE THEY BELONGED. THEY DID A VERY GOOD JOB. THEY WERE POLITE AND PROFESSIONAL. QUICK DELIVERY TOO.