I placed a special order for a garage door to be replaced after Hurricane Katrina. I understood it would be 4-6 weeks for installation (with all of the repairs being done around the city, it is hard to get anything quickly).
After about five weeks, I was called to set up installation by a subcontractor who was contracted by Clopay, the manufacturer of the door, not Home Depot. They came out to my home four hours later than the scheduled appointment, installed the wrong color door, did not put on any weatherstrip, did not have my keyless entry remote, did not properly secure the motor to the ceiling, left some screws loose, and left a cable rubbing on the track.
I contacted Home Depot. After all, that is who I paid. The associate told me to call Clopay and gave me the 1-800 number for Clopay. I called them, and I also took pictures of the problems. They rescheduled the installers to come back out to fix these problems. Meanwhile, Home Depot was supposed to find out what happened to my keyless entry remote. The installers said Home Depot should have given it to me at the time of purchase. Home Depot said the installers should have had it.
A week or so later, the installers set up another appointment to come back out, on a Wednesday morning. About 1:00 pm, they called and said they were having car troubles. We rescheduled for the following Saturday morning.
That Saturday, at about 3:00 pm, they arrived with the correct door. This time I had a friend (male) with me. We pointed out all of the problems. They were all corrected that day.
But I was still without my keyless entry remote. I called Home Depot and spoke with the manager, and he told me he would call to find out what the holdup was. I have never received a response from him. I called Clopay, who told me they would ship it to the installers. About three weeks later, I called Clopay again and requested that they ship it directly to me. They did, and I installed it myself.
In the weeks following, I received an invitation from Home Depot to complete a survey about my experience with Home Depot. I told them all of the same things I have told you, and I have gotten no response. One of the questions asked was "Has anyone contacted you to ensure your satisfaction?" I guess not!
I have also received an application for a Home Depot credit card. I ripped it up, but sent it back to them with a note as to why. No response.
Beware of Home Depot - they do not respond to problems, they only take the money and run. I must say that Clopay was helpful, even though I was not their customer; Home Depot is. I did tell Clopay about the terrible contractors (I don't know if it helped).
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