Home Services at The Home Depot

A Mart _{on Google}

May 9th, 2017

We ordered Anderson windows through HomeDepot and had them install them. The first set of windows that they sent out were the wrong size. They had removed the old windows already so you can only imagine what we lived with for 4 weeks until new windows came in. The new windows were installed and after that everything went down hill from there. Installer came in flip flops, spray foam rose through the final caulk job, the installer got it all over the outside sash and it stained it yellow...blah blah blah. I was told for our trouble they would double the life of the warranty and credit us $500. Two months later nothing. Oh an mean while our installer quit taking our calls.

Amber Spula _{on Google}

Jan 15th, 2018

My husband and I went into the Lake Zurich Home Depot store in September to inquire about windows for our house. We then set up a date and time to have our house measured. The Home Depot estimator was wonderful and friendly however the installation cost was just too high for something myself and my husband are completely capable of doing.
We took the Home Depot estimator’s window measurements to the Lake Zurich store and ordered (2) Anderson 100 series windows. When we sat down to order the (2) windows, we were told that the measurements given by the estimator were the correct sizes that we would need. The windows were ordered with no flange as recommended by the Home Depot staff as a replacement window. They were delivered after roughly 4 weeks and were absolutely beautiful.
When it came to installing them, we removed the existing window to expose the rough opening and found that the window measurements given by the HOME DEPOT ESTIMATOR were completely incorrect as there is a 1 7/8” gap at the top of the window. My husband went into the store and spoke with a gentleman in the millwork department and he understood our frustration. Our house is craftsman style and has no brick mold around my windows or trim; thus, making it absolutely impossible to make a window that is too small to fit the opening.
We left our information, order history, measurements and estimate with the individual in the millwork department and then later received a voicemail from the Assistant Store Manager. He stated that since we ordered the windows using the measurements given by the Home Deport estimator and were installing them ourselves, that there was nothing they could do and that we should contact Home Services. He basically stated we were S.O.L.
We made a call to Home Services and upon speaking with them, we were informed that if we had said that we were not planning on having Home Depot install the windows, they would have sent a different estimator to measure the windows. What on earth kind of sense does that make? No where in the paperwork, website or on the estimate did it state this. There would have been an additional cost that would have been associated with this and we would have gladly paid this to make sure the measurements for the (2) windows was correct. However, this was never explained nor presented to us at the time we set up the date and time for our windows to be measured.
Then the woman from Home Services put me on the phone with the Lake Zurich Store Manager who basically told us the only thing he could do is have the Home Deport estimator call us. But we are not sure what resolution that will bring...
We need assistance and proper customer service; 2 things that the Lake Zurich Home Depot store is obviously lacking. There is $1500.00 worth of windows that are literally useless to us. Home Depot does not want to take responsibility for THEIR incorrect measurements. I would understand that if we walked in off the street and said we needed a 36"x 36" window and it didn't fit, that's on us. However, we tried to do this the right way and ended up getting screwed.
This needs to be resolved and no one from Customer Care has contacted us yet. Unless we need to involve the District and Regional Managers and post our experience everywhere in order to get somewhere with this situation.