Ronnie & Lisa XXXXX 06 June
176 XXXXX XXX
Savannah, GA 31419
Mr. Doug Coleman
General Manager
Home Depot
11180 Abercorn St
Savannah, GA
Mr. Coleman;
I am writing this letter to express my extreme dissatisfaction to my entire experience while dealing with your Home Depot store located at 11180 Abercorn St, in Savannah, GA. On the date of 14 May I paid for the purchase of my door in full (a total of $1,135.68 minus the measurement fee). Prior to this time I spoke to the sales person, Rocco who informed me that they could install not only the door but also the side lights for cheaper than Lowes' could. After some finagling on the price we finally decided to go with Home Depot and agreed on the final aforementioned price. It would seem that we made a mistake.
When the installer came out originally, he informed me that it would be no problem to install the windows separately from the door (which is, as I would like to remind you, one of the arrangements that Home Depot sells the doors in). When we finally returned to the store, there was a note in your system saying that your installer felt uncomfortable installing our sidelights. Due to this unexpected surprise, of which I would like to point out that no one deemed it necessary to inform us of until we came into the store prepared to buy, we decided to go back to Lowes' to see what they had to offer.in an effort to re-earn our business your employee, Rocco, called us back to tell us that on top of what we had already negotiated we could get the door for 20% less if we just came back due to some special or other. The problem we ran into was that he was misinformed. After some discussion with the management we finally agreed on a price and paid the money for the instillation a few days later.
The scheduled time for instillation was to be Saturday, June 6th between the hours of 2 PM, and 4 PM as per a call by the installer. When we called at 3:30 PM, just to check up on the status, as we had not received a call at that point and were getting worried as we had dinner and entertainment reservations, we were informed that the installer had picked up the door an hour prior (2:30 PM). We live 20 minutes away from the this stores location.
We did not receive any call from the installer nor from Home Depot to inform us that the installer would be late / delayed, but had to call both of them. After repeated calls to both Home Depot and the installer he finally arrived almost an hour late to his latest scheduled arrival time (arrived at 5:45 PM). Due to this we were forced to cancel our dinner and entertainment reservations that were scheduled for later that evening (7 PM considering a 2 hour instillation) and that we had already paid a fee for in advance as we were planning on a big name company to keep their word with the installation.
We were informed, first of all, that the installer had just recently had a car problem and, after another call, we were told that he was a few houses down from us performing another install and would be 30 minutes away.in speaking with the installer we found all of this to be false as he only had a battery problem earlier this morning, per his word and contrary to what Home Depot told us. Furthermore, contrary to what we were told by both Home Depot and the installer, he was not working on a door at either of the properties he mentioned (I know both owners at what he and Home Depot said he was working at and stopped in to check as we have gotten nothing but lies from this store to date).
In speaking with the homeowners at the two locations the installer and the associate at Home Depot mentioned I came to the conclusion that there was no installer at their location doing any work! I am prepared to have both homeowners say so in writing! I find it disgraceful that not only your installer but also your associate, Tasha (whom I was on the phone with continually trying to figure out what was going on), would deem it necessary to lie to me when I am spending this much money at your establishment. Why not just tell me that your installer is running late for some reason or another? All in all this does not account for the fact that the installer nor a single one of your employees at your store failed to contact my wife and I when the installer knew that he would be late (especially considering we have received calls from both your store and installer previously and know they have the correct number (s).
Furthermore I find it disgraceful that not only the associates of this store but also its contracted employees would lie to a customer like this. I ask you this sirWhat else are your associates lying about? How am I, a hardworking consumer, expected to trust anything that your employees say, sell, or any service I receive from your location? Also, considering this, why in the world should I or anyone else considering spending our hard earned money either decide to, or continue to shop at your establishment considering the business practices you have shown me?
I find it appalling that a company as big and as nationally recognized as Home Depot does not think more of its customers interests and the impact to their daily lives than to continually lie to them and otherwise fail to keep them informed on any change that will impact their schedules further than need be. Putting this into perspective, what would your company do if you told me you would install at a certain time and I was not there? I find it disgusting as a business practice that this company would have its salesperson say one thing, do another, and then, on top of all that when you finally do have the chance to make amends and get my business, fail to inform the customer in a blatant attempt to have them come in anyway just to spend money at this store.
I also find it hard to believe that when a company as large as Home Depot or one of its contracted employees makes a promise as to what they can do, they can fail to keep it and then outright lie about it believing that the customer is either to misinformed or to ignorant to check up on the status of a job that has cost them over a thousand dollars. To put this in another lightwhat if I promised to pay the monthly payments on a Home Depot card but failed to do so? I can reasonably expect to believe that I would be treated with much less patience and understanding than I have showed with this store and its installer.
Finally, when the installer, Adam, finally showed up to his appointment, almost an hour late I might add, he informed us that he could put in our sidelights for $150 each on the side!!! This more or less is what Home Depot offered to do them for yet the original contractor, his boss, said he was uncomfortable with in doing. Why is it now that your installer claims he can do them outside of a Home Depot contract? Is he just saying that he can do them now and get more money in his pocket while telling Home Depot he can't in an effort to finagle his way into more of my hard earned money??? Is this what I have to expect from Home Depot? Maybe I should have gone with your competitor. While they were slightly more expensive, they at least were honest with me (as far as I could tell).
In light of these developments I have come up with a solution to my problem that I think may, in hopes, get your attention. The installer employed by Home Depot and in general, your employees at Home Depot itself have both failed to live up to their promises and expectations, while I, as the consumer have lived up to mine in so far as I have paid you in full and up front in addition to being at my location on time and taking time out of my schedule enjoying time with my family to be here for an instillation that your employee showed up late at. I am giving this letter to you, Doug Coleman, the General Manager at extension 311 in addition to e-mailing, faxing and / or mailing a copy to your Regional Manager (whoever that is as your employees do not know, or just do not wish to say at the moment for one reason or another).
Furthermore, I am posting a copy of this letter on the following websites; usacomplaints.com, and www.craigslist.com so that others may see this and, hopefully, avoid this company and its shoddy business, and customer service practices. I sincerely hope that your business practices return to a much better way of treating your customers. Provided it does so, I will be more than happy to either remove, and or make an update to my posts on the aforementioned national websites in addition to returning to shopping at your establishment.
As it stands now, and unless drastic changes are made in the way your company conducts business, I will not be considering your business for any more of my home improvement needs, regardless of what they are. I will also point everyone I know in a different direction for their home improvement needs as well in an effort to save them considerable time, money and heartache. I sincerely hope that you take this matter to heart and revamp your businesses practices.
Thank you for your time and your consideration in this matter.
Ronnie x. Xxxxx (ssg, usa)
Ron
Savannah, Georgia
U.S.A.
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