Home Depot
Wrong-Size Double Pane Windows and Sloppy Caulking Left a Mess

I hired Home Depot to measure for and install three double pane windows plus a slider. The installer, John, arrived and said the windows were too small, but that he could "rig" them to work. However, there was not enough trim to finish the job the same day (March 16th). Earlier that week he had phoned to say he would come between 8 and 9 am that Friday... At 0915 that Friday I phoned the store to ask when he would arrive. Leslie at Home Depot said he was at the store getting materials for another job and should reach my house by 1000. He showed up around 10 am, repeated that the windows were too small, and called the store to ask if they had a "kit" that would allow a proper installation. They said no... He left to get supplies, and about an hour later came back with a whole load of caulking!

He did get the windows in, but the only one he "completes" has caulking so thick on the FRONT window that it is smeared across my painted wood trim. Picture a RED-NECK picture window?!? He tried to get me to sign off on "the work he has completed". I refused and called the store, where I spoke with Tracy. She said she would look into it and I would get a call back. The call came from Megan (in deliveries), who offered to drop off a new slider to replace the one that did not fit. I explained that none of the windows fit properly and asked for someone who could handle this to call me.

I called corporate, ref#4323113, at 800-654-0688 and spoke to Monica at ext 4323113. She called it clearly unacceptable and said someone would call on Monday. Nobody did. After calling a manager, Mr Campbell, and another manager, Javier, I did reach Mr Dennis Cleary, the Manager of installation. He said he would come out with the owner of the contracting company, "Tim". They would not tell me the name of that contracting company or give me its contractor number. They said my complaint had to go to Home Depot's contractor number. So they came to my house, and I showed them the sloppy work on the front, and that I can stick my finger between the edge of their window and my sill, and I explained that I know this is wrong. (Earlier, American Glass in Napa did a job for me, and they were wonderful!)

Today I was finally able to talk to Mr Cleary about their resolution... He said they will just swap the slider for one of the correct size, add trim to "cover" the gap, and use caulking to finish it off nicely. To top it off, the person they plan to send is John again, the installer who botched the first job. I told him that was unacceptable, since DOUBLE PANE WINDOWS are meant to insulate a house and save energy, which this would not do... He said I could complain to corporate as much as I like, and they would do nothing. I called Corporate, and Marie (who would not give me her extension) confirmed he is right. He also said I can go to court and file all the complaints I like, and he will do nothing to fix this. His words were that I could obtain statements from PG&E, another contractor, or anyone else saying the windows are too small, and they would do nothing beyond what was already offered.

I have 21 photos of this "work", available on request!

So I am making my voice heard here. I will file in small claims court, report to consumer affairs, and complain to the California Contractor's Board. I have already emailed a complaint to CALL3, the local news consumer advocate.

Does anyone have other ideas? This has become my new hobby.

Company: Home Depot
Country: USA
State: California
City: Vacaville
Address: 510 Orange Drive
Phone: 7074540714

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