We hired a Home Depot contractor to replace our roof. Everything was agreed upon and scheduled to be done in July 2015. They gave a list of what materials to buy, and while they stated at the time the list was more than would be used, but that they always did this in case anything had or received damages during the job. I was told that any unused materials would be removed when they left the site and we would be credited back the money for unused materials. I made sure to tell them when scheduling that I would have to leave town during the replacement since I have an epileptic kid who can’t handle loud noises. They had my cell and my parents’ phone number in case anything came up or there were questions. I asked if they would need access to the backyard and was told no, there was no reason for the workers to be in the yard. Before leaving I was given a time of completion at which I was supposed to meet them at the house to sign off on the job.
When I returned home at the time the contractor gave me, the roof was maybe 1/3 done. There was not a single person on the roof working. As I went into the house, I saw people scrambling up a ladder which was then jerked up the side of the house. Within seconds the banging began and a seizure was had. I tried to call to see what had happened but was not able to speak to anyone, and none of the work crew could tell me when they would be done or what had happened. I had to drive the two hours back to my folks place to try and get some help. Despite repeated efforts, I never did get ahold of the contractor and the store associate could not help when I called them. To this day I have no idea why I didn’t get a call telling me how far behind they were and not to drive back yet.
When I did return home, one of the first things I noticed was all the trash in my backyard- soda cans, water bottles, chip and snack wrappers and cigarette butts littered the yard- there was even trash inside the hammock at the back of the yard. Not on the table, not in the trash can, just strewn about the property. The contractor had been specifically instructed not to put the satellite dish back on the roof, and it was- not only that, they enormous screws the used to install it protrude from the roof nearly 3 inches and the support beam was split in three places. Upon further inspection I discovered that many of the boards had split and there were nails protruding from every surface, even in the attic. Split wood looks awful, and the damages to the beams was upsetting. I left messages for the contractor requesting a return call, but never got one.
The extra supplies were removed when the crew left. I received a notice telling me how much had been returned and the credit would be applied before they sent out the bill. I have a Home Depot credit card that was used for this project, which was around $10,000. When the first bill arrived, the credit for the unused materials was not present. Despite repeated calls to (the two Home Depot employees who helped set this up), neither of them ever returned a single call or email. After several months of no contact, no credit and no help, we finally had to open a dispute, which I have learned had a negative impact on my credit report. The funds from the unused materials finally turned up mid-November 2015. During the months of trying to deal with the credit, we were also trying to deal with the problems with the roof. Not once did anyone return a call.
In early 2016, I began noticing water spots on the ceiling. I’ve been in my house for years, never had any trouble. It began to smell bad in the house, musty and mildew-ish. Upon inspection I discovered there was leakage in the attic and it stank of mold- which half my family is allergic too. We had still been calling about the problems with the job, but after the water spots appeared and I began having to scrub my ceilings with bleach, the calls increased to multiple times per week and we began going into the store too. One of the managers was extremely nice and said that if Home Depot had caused the issue, Home Depot would repair it. He put me in a que to receive a call from their corporate customer service team. I was told if I hadn’t heard from them in 48 hours, to come back into the store and we would try it again. After several visits to the store I was finally given the direct line to one of the corporate staff who handled problems and disputes. I spoke with her briefly on August 11, 2016. During this conversation she requested I send her pictures so she could see the damage. She told me she would be my point of contact going forward, and she gave her word she would help get things resolved. As I write this, on October 10, not a thing has happened. She had called once to say she didn’t get the pictures and to please resend, which was done the same day. I am still waiting for help, still have to bleach scrub my ceilings, and am beyond frustrated with the mess that has dragged on for nearly 16 months now.
I am so disappointed with Home Depot that at this point, I don’t believe they will be getting any of my future business. They supplied my fixer home with tons of supplies, all appliances, new roof, gutters, doors, etc- the totals I have spent just on this house are well over a year’s salary. Not to mention I have been a loyal customer for nearly 30 years and have literally spent thousands upon thousands in this store. Now, I feel they don’t care about their customers at all. This situation is so far past ridiculous I don’t have much hope on getting this resolved before winter. I have had multiple Home Depot staff, both local and corporate, assure me they would take care of it, yet after all this time I am still seeking help and now feel that all their empty promises do not mean a thing. It should not be too much to ask that such a huge and expensive project be done correctly. It is extremely unprofessional to ignore calls from a customer; it seems as if they think it will go away if they keep ignoring it. I am very concerned for the condition of my home and the health of my family. And sadly, I have no idea what else to try and do about it.