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 sub-contractor, who was contracted by Clopay, the manufacturer of the door, not Home Depot. They came out to my home, fours hours later than the scheduled appointment, installed the wrong color door, did not put 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, as well as 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 of so later, the installers set up another appointment to come back out, on a Wednesday morning. About 1:00 pm, thay 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, spoke with the manager, he told me he would call to find out what was the holdup. I have never recieved a reponse 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.
I the weeks following, I recieved a invitation to complete a survey about my experience with the Home Depot, from the Home Depot. I told them all of the same things I have told you, and have gotten no reponse. One of the questions asked was "has anyone contacted you to ensure your satifaction?" I guess not!
I have also recieved 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 reponse.
Beware of Home Depot— they do not respond to problems, 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 (don't know if it helped)
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