Home Depot
Denial to Satisfy a Lifetime Warranty Purchase That Contained No Limitations

In we were adding a new room on our house. We visited Home Depot in Clarksville, IN, to get an idea of what type windows we would prefer. While viewing we noticed (4) four double-pane windows with matching screens still wrapped in clear plastic wrap standing in front of other windows on display for sale, except these had no price sticker or tags. While we were measuring their size he finally had an employee ask if he could assist. We described our plans and the employee advised he could allow a good discount on these windows because they were special ordered and the customer had just refused them. He also stated they would include the original lifetime warranty since the manufacturer was their contracted vendor. Since they were close enough to what we had planned and we assumed we were buying from a reputable brand store, we made the purchase. About a month later, the plastic mounting hooks for the screens started falling off. We presented the problem to the same store and they immediately had replacement hooks, that we had to attach, mailed to us. Then, less then a year later, the extreme heat from the weather caused one of the screen's plastic frames to wrap in the top corners. We again contacted the same store and they placed the order for replacement.instead of a replacement, this time they advised they had to replace all the half screens with full length screens. We accepted what they advised was the best they could do. The final episode started in the summer of 2007 when we noticed there was a gas leak in one of the windows. We contacted the same store during October this time to advise of the leak. We were advised they would send a representative to inspect. Within a few days the department manager from the store and shortly after a man, which we were told was the field representative from the contracted window manufacturer arrived, They both examined and tested the windows to confirm there was at least (3) three windows with a leak. They stated they would go ahead and replace all the windows because they were created with an old type sealer that would soon cause all to leak. About a month later, the department manager brought the replacements to our home, but found the screens and windows were all incorrectly measured. They took them back to reorder another set of replacements. Then, about a month later, the department manager returned with another set, which included incorrect screens, (1) window set without the lock attached and (3) sets of windows without the handles to open them. The manager tried to explain that the problem was the original manufacturer (American Craftsman) had been purchased by Anderson Windows and they were now responsible for the original lifetime warranty' which Home Depot solicited with this purchase. When the manager visited our home the next time, with another employee to assist installing the window set (which now had the lock attached) we showed them both, not only how hard it was to open the (3) sets of windows without the handles, but the forth window would not move when the employee tried to open it. The manager advised they have done all they can do to satisfy and they have notified Anderson Windows, but were advised at this time they did not have a field representative for this area to visit and verify our situation. We then called the corporate office of Home Depot in Atlanta, GA. We were assigned to an employee that we have called several different dates from February thru May of each time we leave a message on her voice mail. We would usually receive her call back within 48 hours, but was only to be told they are working on this incident report #5101426. Then on June 5, to our surprise, we receive a letter from the corporate office. It stated they apologize we were not properly informed of their decision to decline our request for additional compensation, as we purchased these windows as a green tag' clearance item, therefore they were sold as is and no warranty is given. The next (2) days after receiving this letter, we attempted to contact this corporate employee, but could only leave messages on her machine, which to date have yet to be called back. The messages we left included the fact that we still have our receipt and the paperwork we received from the original purchase, which includes not only the specifications, but also the confirmation in dark letters 'LIFETIME WARRANTY' (Also, there is no other words included like limited warranty or warranty only for seal failure). We also asked if there was no warranty, then we want our original windows returned because they at least fit the frames and could be opened for cleaning. We are extremely disappointed with this recognized named retailer. We feel since this was a corporate decision, that the public should be aware, if they decide to make a major purchase from any of their stores they could end up without the confidence of their warranties being satisfied also.

Rick
NEW ALBANY, Indiana
U.S.A.

Company: Home Depot
Country: USA
State: Georgia
City: Atlanta
Address: Corp Office, 2455 Paces Rd
Phone: 8005533199

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