Below is a timeline [rough] of all the problems we have been facing for over 3 months now. Please don’t mind the grammar, spelling, or sentence structure. lol It was written as it happened, quickly to keep it all fresh in my mind. I have done this for years to help keep the facts in order.
This issue has caused my progressive MS to go crazy. Symptoms popping up harder and lasting longer. A 5 day hospital stay and so much more.
I’m forced to keep paying on this, as I will not ruin our excellent credit rating due to this despicable corporation that is the Home Depot.
I have x’ed names and numbers for my protection from this disgusting company. I just want this over and done with. I do not want to have to go the ‘attorney’ route as that will be detrimental, even more, to my health. But, if they do not make this right, I will!!
Let’s make this go viral so they don’t do this to others and keep getting away with it!!
Peace and happy reading.
Home Depot window installation
Roger & Tracy Radford
Job number [s] – 86445xx and 86519xx
Order date: October 10. 2015
Salesperson Wxxx came to our home to give us the estimate/write up the order. We wanted all new windows and 2 sets of French doors to replace sliding glass doors. Our garage window is oddly shaped so Wxxx called his supervisor, Chxx, who said they could get us the window [per window company] My husband and I made it very clear that if they could not get/make that window we would not place an order and look elsewhere. We were assured it would be no problem. We were also told the installers would ‘do it all’ remove and replace window coverings and fix and stucco issues pertaining to damage during installation. I asked this 2 times due to the fact I am in a wheelchair and my husband has no time to do this. We were assured ‘they take care of everything’.
Being that all the homes in our area have colonial style front windows, that is what we asked for our front windows along with the garage window. My comment was to do the front windows the same way as they are now, colonial. For the French doors we decided no grids so it wouldn’t feel like a ‘prison’ in the two rooms they would be installed in, and again it was reiterated to him to keep the front the same, colonial grids. With the verbal exchange and the assurance we would get the garage oddly shaped window, we signed the contract.
– Chxx called to make appt. to come by for another measuring. My caregiver took him around the house for that. I was ill that day and did not get to meet him.
– Later on, Per Chxx was told they were having problems finding the window, but not to worry. Was texted a hand drawn picture of how it would look. I ok’ed it and thought all was well.
Date installed: December 7 – 8, 2015
December 7th garage window not on truck. Was told they were working on it per Joxx via call to Chxx [speaker on] I reiterated that without that window we did not want all the others. Again, told it would be taken care of. I asked again to make sure as if no garage window we would have cancelled the job. I was assured it would get done.
I also noticed the front windows did not have the correct grids/no grids. Was told no problem, easy fix. They would install and pop out the wrong and pop in the right; so I said ok do the install.
Listed below are the issues we are facing
– Bedroom windows [front], no grids [should have been colonial]
– front windows wrong grids [should have been colonial]
– NO garage window
– stucco around windows cracked/chunks missing [was told by Wxxx when installed would be repaired by installers as well as removal and replace window blinds]
– wrong color door handles for French doors gold not silver/nickel – never given an option assumed silver since my whole house has silver handles
– French door[s] off center stick badly [front room door] stationary clip already broken
– front room upper window black framing shows all around inside
– window latch[s] popping off
– installation closed due to the promise these issues would be taken care of within two weeks. [Jxxx spoke to Chxx regarding this on the phone, in my presence [speaker] as well as my caregivers presence, before I signed] the only reason I signed was due to their promise. NO service appointment scheduled, just their word.
– I am paying for a job that has not been completed, this is highly fraudulent
1/7/2016 Joxx [installer] came over to see if he could fix anything. He could not. He explained the French doors needed more than a simple adjustment. Called Chxx [installer supervisor] not returning calls.
1-26-16 called 800-466-xxxx
talked to xxxxx CS rep
talked to xxxxx CS rep
Email from 1-26-2016
Thank you for this information. I am going to get this over to Mxxx Nxxx, my Branch Installation Service Manager right away.
xxxxx x xxxxxx
Operations Support Coordinator, Scheduling, Los Angeles Branch
The Home Depot – At Home Services, Inc.
T: (Office) 1-877-903-xxxx EXT xxxxx | |:
Was supposed to hear back from Mxxx [Chxx supervisor] and/or Rxxx Mxxxxxx… nothing
Have not heard back from anyone!!!
Emailed xxxxx back letting her know that NO ONE has contacted me. No reply back from her or anyone else.
Posted to Face Book and Twitter about the horrible service from Home Depot. Their response back; We’d like 2 have ur issue reviewed by our Home Installs team. Send job order # to TeamSocial@homedepot.com. -TeamCare.
I immediately emailed them this word doc. Received a call back from  433-xxxx. I was told this would be looked in to. And someone would call me back.
She gave me two phone numbers –  903-xxxx and  654-xxxx
No one has called to follow up or get this issue resolved.
front window leaked.
Called 880-654-xxxx talked to Sxxxxx
She says she’ll call back 3-21-2016 to re-check [she did indeed call]
Chxx called coming Monday 3-21 and for the first time I was told, over the phone, they could not get the garage window. I explained this would be a problem and was told we would discuss it on the 21st. I explained that Jxxx [installer] said the French doors needed more than ‘adjustments. Chxx replied with, Jxxx no longer works for us; he has some problems… WTF????
Chxx and DAxxxx [install supervisor/manager] from Home Depot Palmdale showed up 45 minutes late. We spoke regarding the front windows and the colonial grids we asked for, not once, but twice, Chxx said the paperwork said a different grid and no grids on 2 sets of windows. I told him, no that was not right they were to be colonial so he showed some copy of paperwork with a bunch of numbers etc. I told him that I don’t care what it said that it’s not what Wxxx and I verbally decided on. He said well then you should have called and asked for the meanings of the codes. EXCUSE me, we discussed it twice and why would I think to call since I assumed Wxxx knew what he was doing.
I had no idea it was an issue until they came with the windows. I mentioned it before they installed and was told that issue was an easy fix so no worries. That once the windows were in it was a simple glass pop out and pop back in.
Again, Chxx said well you signed it. AGAIN I explained we told him what we wanted and I should have been able to trust he wrote it correctly. And why the hell would I call back within 3 days when I thought it was written up properly.
Then we talked about the garage window again, and he said well you let the install go through. Shocked, I told him the only reason it went through was his promise when on the phone with Jxxx [speaker] that they would still be able to get the window. Before I let him know he was on speaker he made a rude comment that he didn’t know who Jxxx talked to it could have been anyone. WHAT!!! Complete and utter LIE!!
I finally got some truth that he knew by the end of November they could not get the garage window! WHAT!! He then tried to tell me he told me that and I let him know in no certain terms he did NOT! The first time I heard anything regarding not getting the window was on 3-17-2016 after not hearing anything from him since installation day. They said well we gave you a refund for that window. I know was awaiting the price of the new window from one of the other manufacturers he was working so hard to get and kept promising me I was getting. WHAT PART OF NO GARAGE WINDOW, NO GOING THOUGH HOME DEPOT DID THEY NOT GET. He knew damn well they weren’t getting the window by and before the install day and said nothing so I did not turn them away and cancel. Fraud comes to mind. Bottom line; Chxx did not want to lose the contract so; again, he lied regarding the garage window!!
Daxxxx said well that’s the past lets work on getting it resolved. NO, not the past. If Chxx had not lied and told the truth about the garage window the job would have been cancelled and we would not be in this mess.
They wanted the subject changed so went and looked at the French doors. Not knowing my caregiver was in the room, Daxxxx, commented how we probably broke the stucco around the bedroom doors and/or it was probably always like that. WOW!! I was told before and after pictures had been taken per the installer Jxxx, so look at them!! Or did those go missing. Not only is Chxx a liar, but also disrespectful and rude. He caused the whole issue from the get go and is trying to cover his ass by blaming me, the customer.
Their ‘solution’ they will replace the front windows with the correct grids and do adjustments on the French doors. They blew of the leaking window issue and latches breaking off. But, sorry, no front window!! None of this is a ‘solution’ or acceptable.
Not sure how many times I have to say this to the initial salesperson, the installer Jxxx, and Chxx, but no garage window no job!! Bottom line Chxx knew they weren’t getting my garage window before the install. Knowing without that I would cancel the job and not wanting to send all the windows back, he LIED and kept saying they’d get my garage window. Fraud straight up!!!
As I stated, their solution is not acceptable. The ONLY solution is to refund me all the money spent thus far, period!! I will need this money to get another company out here to fix all the issues and get the garage window made.
Total time talked to Chxx during this, 2 before install to set up re-measure appt., 1 text with his hand drawn is the window ok text, and 1 more time 3-17-2016 when he finally told me they can’t get the window.
Immediately after they left I called the Georgia line at 770-433-8211 and explained the hideous treatment I experienced. Was told a supervisor would call me the next day. I also called my Palmdale store and asked to have Daxxxx give ma call asap as I will NOT speak with Chxx ever again. xxxxx told me that Wxxx would get him the message to call me.
1:33 pm still awaiting phone calls…
Left a message for Mxxx Nxxx [regional installation manager] at 1:40 pm at 323-202-xxxx
Left a message for Nxxx Bxxxxx [divisional installation manager] at 1:43 pm at 469-628-xxxx
Called Wxxx for the name and correct spelling for Dxxxxx, told him in no uncertain terms to make sure I never have to speak with Chxx again.
NO calls back from either manager!!
Called Dxxxxx left a message to call me back.
Dxxxxx called back. I reiterated our meeting earlier in the week and explained I do not to involve an attorney but that the ‘higher ups’ need to call me back asap. He said he would contact Mxxx Nxxx and have him contact me