Home Services at The Home Depot

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Nice place for all my projects

I went through Home Depot for a window installation and it has been the most frustrating experience a new homeowner could be put through. We had an installation appointment on 9/1/2016 and now, 2 weeks later, the job is still not finished. The reason the job was not able to be completed on this day is A) the patio door has a manufacturer defect in it and B) the aluminum trim that is supposed to cover the foamy looking insulation portion of the frame was the wrong color. The installers both confirmed that orders for these two items were put in prior to leaving and assured me that I would get a call the following week to confirm a date to finish the job. This is not convenient for either me or my wife since we both work during the day and would have to take more time off to accompany the installation.

As of right now, I have been contacted once about 10 days after the initial appointment by a Home Depot rep asking to confirm a second appointment, but she made mention only of the aluminum trim being back in stock and made no mention whatsoever of the patio door needing to be replaced so when I brought it up, she mentioned she would look into it and get back to me (no call from them since).

We are now stuck with unfinished windows throughout every room in our home (which presents a fair amoutn of hazards to everyone residing in it including a one year old boy), a Home Depot credit card opened in my name with no activity, no means of contacting the project manager or workers assigned to this job (only the salesrep and my local reps at the Placentia, CA location are responsive and even then, there is little they can do to expedite the process), and the discomfort of knowing we are being charged $5900.00 for a job and materials that other providers could have done in a more efficient manner with with better lines of communication. I didn't even touch upon the fact that we had to wait 4 weeks after we got approval from our HOA for an installation appointment.

I will absolutely preach against the usage of Home Depot for home installations of this sort due to my experiences with this job. Note that unlike other service agreements, I am stuck with sticking this job out due to the fact that it is impossible for me to pull the plug since most of the materials are already installed and cannot be uninstalled. Because of this, the best thing I can do is tell my story as a warning to anyone potentially getting stuck in this same situation. Avoid Home Depot window installations at all costs.

UPDATE 9/26/16 - Here is the latest on this matter. We have since had an appointment to have our flat trim applied to all of our windows and they did a good job. I confirmed today that we now have an appointment to have a non-defective patio door installed next week on Thursday, which will be exactly 5 weeks after the job was started. It appears that calling Home Depot out on several outlets helped to expedite the service scheduling and work. What concerns me still, however, is that I as the homeowner should have been given access to an online portal where I can view details of the job, including contact information for many of the job reps such as the job supervisor, and not a single rep that I spoke to over the phone, including the salesperson, any phone reps from the Home Depot Placentia location, or at-home services branch support reps, made that apparent to myself or my wife until my wife called demanding to speak to the job supervisor. This was after I made numerous calls to several reps in different locations and branches to have the job supervisor call me so I can possibly hear him out as to why my service has been so poor.

Along with zero phonecalls to me throughout this process to provide a status update, this lack of support is the sort of communication issue that I will be taking away from this whole process and why I will continue to not recommend Home Depot despite their efforts to alleviate my troubles expressed via these online review outlets.