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Terrible Door Install From Home Depot
Complaint
Review by chasenbray on 2012-11-29
Rating: 
ST.LOUIS, MISSOURI -- We purchased a door from HD. Upon entering your store we found the exact entry door and storm door that we wanted. We began the process, by scheduling time for someone to come measure our door. The guy came out and measured. We were told we couldn't place the order for our door until the measurements were sent back to HD. After a week and a half we finally got the go ahead to come in a place our order. We arrived at HD to order the doors we wanted. We spent at minimum 3 hours in your store placing our order. We were told that our door would have to be custom ordered due to the measurements. Every single option that we picked out for our custom door, didn't work. We were told that certain doors can only be ordered in certain sizes and certain colors we wanted were unavailable for our size door (custom ordered door mind you). FINALLY after we had to settle for colors and doors that we originally didn't pick out but these were our only options, we ordered our door. We were then told we had to wait for the installer to call us in a week so we could schedule the install. AFter two weeks, we finally got fed up and called HD about not being contacted. HD eventually got tired of not being able to get a hold of the installer as well and gave us the installers number so we could contact them personally. We did this, and were told by the installer that we couldn't schedule a time to install until our doors came in. So then we called HD back and they advised us that our custom order door was on back order and it would be an additional two weeks before it would come in. This process took almost TWO MONTHS!!!! Finally we called the installer after we got word that our door was in, he said he couldn't get to us for another two weeks!!!! We called HD to see if there was another contractor they could send out as the holidays were arriving soon. FINALLY we were promised an install date.
The installer came out, was installing the door, we noticed that the door was crooked to the right. My husband then got his own level out and started checking the door... the installer came rushing up to him shewing him away from the door, demanding that we not check his work and "its not going to be flush, it won't be straight. I don't know why you are checking it!" I asked why it was crooked. He yelled at us and said, "This is the best I can do, you'll just have to deal with it!" We told him absolutely not would we just deal with it after we spent more than $1500 on this door and $400 alone was for install. He said, "too bad." He then said, "If you don't like the work I have done then I am not going to install your storm door." We contacted HD immediately and they asked to speak to the installer. We handed him our phone to speak with Franchesca and they began arguing over the phone. Franchesca and a pro installer by the name of Tom, came out to our house with in a half hour. They seen the crooked door right off the bat and were very frustrated with the installer I believe his name was Jim? who works for the company DEM. They started going over options on how to fix the door and we were told by Franchesca that they "would take care of us." The next day we were scheduled for the same install people to come out and work on the door again. They arrived and simply added a wider frame to make an illusion that the door was straight. Our door has a center glass oval which is very obvious just by looking at the door that the glass is leaning (door is crooked). After a few days we had no word back from Franchesca on how she was going to take care of us after dealing with the installer, a permanently defected crooked door and the money we spent on a crooked install. We called her and she offered us $150 !!!!! We paid $400 alone for the install. Which was a botch job. She then directed us to the stores assistant manager Steve Hatch. He told my husband that he could only give us $150. I then contacted Steve and expressed my frustrations. He then said the next day we would be contacted by his boss Cindy Gillatti?? It has been two days and we have yet to be contacted. THIS NEEDS TO BE ADDRESSED not only for the unprofessional work ethics of the people that represent HD, the crappy crooked $1500 door that was installed, and the lack of customer satisfaction guarantee we have received. We have lots of friends who have just purchased homes and have asked us who put our door in a where we got it from, this does not represent HD well at all. And I am not shocked by the amount of bad reviews I have found on the internet about HD service. We will be taking our business elsewhere from now on for all of our projects on our new home, if this is not corrected.
The installer came out, was installing the door, we noticed that the door was crooked to the right. My husband then got his own level out and started checking the door... the installer came rushing up to him shewing him away from the door, demanding that we not check his work and "its not going to be flush, it won't be straight. I don't know why you are checking it!" I asked why it was crooked. He yelled at us and said, "This is the best I can do, you'll just have to deal with it!" We told him absolutely not would we just deal with it after we spent more than $1500 on this door and $400 alone was for install. He said, "too bad." He then said, "If you don't like the work I have done then I am not going to install your storm door." We contacted HD immediately and they asked to speak to the installer. We handed him our phone to speak with Franchesca and they began arguing over the phone. Franchesca and a pro installer by the name of Tom, came out to our house with in a half hour. They seen the crooked door right off the bat and were very frustrated with the installer I believe his name was Jim? who works for the company DEM. They started going over options on how to fix the door and we were told by Franchesca that they "would take care of us." The next day we were scheduled for the same install people to come out and work on the door again. They arrived and simply added a wider frame to make an illusion that the door was straight. Our door has a center glass oval which is very obvious just by looking at the door that the glass is leaning (door is crooked). After a few days we had no word back from Franchesca on how she was going to take care of us after dealing with the installer, a permanently defected crooked door and the money we spent on a crooked install. We called her and she offered us $150 !!!!! We paid $400 alone for the install. Which was a botch job. She then directed us to the stores assistant manager Steve Hatch. He told my husband that he could only give us $150. I then contacted Steve and expressed my frustrations. He then said the next day we would be contacted by his boss Cindy Gillatti?? It has been two days and we have yet to be contacted. THIS NEEDS TO BE ADDRESSED not only for the unprofessional work ethics of the people that represent HD, the crappy crooked $1500 door that was installed, and the lack of customer satisfaction guarantee we have received. We have lots of friends who have just purchased homes and have asked us who put our door in a where we got it from, this does not represent HD well at all. And I am not shocked by the amount of bad reviews I have found on the internet about HD service. We will be taking our business elsewhere from now on for all of our projects on our new home, if this is not corrected.
Comments:
Posted by Bill on 2012-11-29:
If you want a door or windows go to a windows store that sells windows and doors and does their own installs. NO subcontractors. They have the expertise. I believe HD does not qualify their sub-contractors, probably because they take a cut of the install cost.
Posted by CUontheFlipSide on 2012-11-29:
It sounds like maybe you want to get a lawyer involved. If not that, look into the possibilities of getting your money back in Small Claims Court.
I recently finished some renovations, and I had a couple of walls that really were crooked. My contractor had no trouble at all compensating for these, and everything is installed four-square. So, it can be done.
I recently finished some renovations, and I had a couple of walls that really were crooked. My contractor had no trouble at all compensating for these, and everything is installed four-square. So, it can be done.
Posted by ok4now on 2012-11-30:
Bill got this one right. I needed three new storm doors to replace the junk Larsen doors from Lowe's the previous owner had installed. Shopped at Home Depot, more junk for $400 each they and this did not include installation. Shopped the local independent guy in business for 30 years. Only sells doors and windows with his own installers. A first class quality door and installation.
Posted by At Your Service on 2012-11-30:
I definitely can appreciate going directly to the manufacturer and not using any form of subcontractors.
As bad as it may sound, it might be worth going through small claims to receive a full refund and just going somewhere else.
As bad as it may sound, it might be worth going through small claims to receive a full refund and just going somewhere else.
Posted by At Your Service on 2012-12-04:
I was just thinking what I may do if a poor subcontractor showed up at my house...
I think I'd show him the door.
I think I'd show him the door.
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