Having Home Depot install my tankless hot water heater was one of the worst decisions I%u2019ve ever made. Two years ago I hired Home Depot to install a unit and they used Delta Mechanical to do the work. At Home Depot I gave them my debit card to hold the reservation with strict instructions that under no circumstances were they to charge the debit card, and I would call Delta the morning of the install and give them a Home Depot credit card to use, which I did. Still they charged my debit card, causing me to overdraw my bank account by hundreds of dollars, and it took 2 weeks for them to return my money. The contractor showed up nearly two hours late and installed it in the wrong location. It could not reach an electrical outlet so he resolved this by pluging it in with an extension cord. Additionally, the invoice they gave me was not mine. It was for another customer and contained his name, address, phone number, and full credit card with expiration date and 3-digit CVV code, and it was for a different unit.
Their work was unsafe. The installation did not pass the first two fire and safety inspections, and every time the contractor came back to my house, he was late, usually by an hour or two. The last time the contractor was to come by and fix the ongoing installation problem, I was the 1st customer on the schedule that day. After waiting 2 hours, I finally called his company to find out where he was. He then called me and yelled at me. This was the last straw, so I went to Home Depot to take them up on their 100% Customer Satisfaction guarantee. The store manager was very apologetic and told me that after all of the problems they had caused, the charges should be removed, whatever it took. However, Home Depot Corporate did not agree, and they processed the charges to the Home Depot credit card.
They have refused to honor their promise. Home Depot apparently has chosen not to honor their customer satisfaction guarantee. They have charged the amount of the other customer's invoice, so instead of the $2998 mine was supposed to be, they have charged me $3100, and they have offered to settle for $2600. However, had they given me quality work and my own invoice instead of another customer%u2019s, I would have paid only $1500 after rebates and tax incentives that were available at the time. And currently I cannot apply for any rebates that may yet be available because I still don%u2019t have my invoice.
They have lost customers. It has been two years since this fiasco began, and I can say without reservation that Home Depot does not care about this customer. I lost many hours from work in my efforts to resolve this situation, and have endured considerable stress along the way. My family members will no longer do business with them, nor will I. Given the evidence of their actions and responses, I can only guess Home Depot feels that a single mom was someone they could take advantage of.
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