I need assistance resolving an issue on service work done by a Home Depot contractor in...
GetHuman1523566's customer service issue with Home Depot from November 2018
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The issue in GetHuman1523566's own words
I need assistance resolving an issue on service work done by a Home Depot contractor in July of ****. I have emailed this information below to Customer*C*****@***.com in September and have called the customer care phone number of multiple occasions just to be sent in circles. Below are details of my incident.**The summary:*I was led to believe that a solution that cost $**** would fix my problem which was a room that was constantly warm*stuffy in the summer time.*Their recommended solution did not solve my problem and I spent * weeks chasing down the contractor only to find out the solution to my problem was going to cost an additional $**** for a total of $****.*I told the contractor this was not an acceptable resolution and I wanted to inquire about returning all equipment. I contacted them multiples times over the next several weeks and did not hear back from them. I gave up trying to work with them and now I am asking for Home Depot's assistance.**I have provided a detailed timeline of events below for review below.* *At this point I would like to completely sever my relationship with your contractor, I would like all equipment removed from my house, and I do not want to be held responsible for any charges for this engagement.* *Please let me know next steps.* *Timeline of events below:* *July *rd – Went to Home Depot and spoke to a representative saying they are doing free assessments of the cooling in the house. **I told him I have a room in my house that is stuffy and warmer than the rest of the house during the summers. They scheduled someone to come out the next day.* **July *th – Consultant from EAS Dean Kilani (***-***-****) showed up on time. **I explained my issue of a hot*stuffy room.*I told him that I was told in the past that my duct work wasn’t done properly and that needed to be redone in order to fix the problem in that room.*He did his assessment and told me the duct work was fine, I have plenty of insulation, I already have the radiant barrier so the only thing I needed was a ** watt solar attic fan.*I asked him if he was sure that the attic fan would solve the problem and the duct work didn’t need to be redone.*The consultant told me that was not necessary and the solar attic fan will alleviate that problem and proceeded to tell me how the attic fan will get rid of the hot air trapped in the attic and I would notice a tremendous difference after the installation.*I asked what if I agree to this and it doesn’t solve the problem and he said that it will and gave me his cell phone to contact him in a couple weeks if there was any issue.*I agreed to have the solar attic fan installed and they did the work later the same day. He told me to contact him if I had any issues.*Total cost of $**** on Home Depot credit card with ** months no interest.* **We had several overcast days and rain and then we went on vacation. When we returned we went upstairs and did not notice a difference in his room or in the upstairs.** **July **th *:**pm I called Dean Kilani and told him my issue and he said he would come to my house to reassess on July **rd at **am.**July **rd – Dean Kilani did not show up to the appointment. I waited all day at home. He did not call to let me know he wasn’t showing up or call afterwards to reschedule.**July **th *:**am - I called Dean and left him a message. No return call.**July **th *:**am – I called Dean again and left a message**July **th *:**am – Dean called me back and apologized for the no-show and said that and said he was going to send an AC specialist and I would receive a call me to set up an appointment in the next day or two.**July **th *:** am - I called Dean and left a message that no one has called me to set up any appointment.**July **st **:**pm – I called Dean and left another message.**July **st **:**pm – I called the EAS Local office using the phone number printed on my work order (***-***-****). **The person answered as Roto Rooter for Home Depot so I asked if they also deal with EAS as I thought I had the wrong number. *They said it was the same company so I explained my situation to the lady and she said that a supervisor would be sent to my house to meet with me on between the hours of *am and **am on Aug *nd.*Aug *nd – No one showed up to the appointment.**Aug *nd **:**pm – Received a call from Chad from EAS ***-***-**** and set an apt at *:**pm that afternoon.**Aug *nd *:**pm – Chad went through his assessment**Said the solution to my problem was going to cost $**** (It was actually $**** but they gave me a $*** discount for the inconvenience).*This was in addition to the $**** solar attic fan which I was originally told was the solution to my problem.*He also told me that any issues that go in to the main office get routed directly back to the original person. *August *rd*I sent a text message to Dean telling him that the proposed solution was not acceptable and I wanted to have all equipment removed from my house by Aug **th.*I did not hear back from him.*Aug **rd*I sent another text message to Dean asking him for an update on my issue Aug **th*He texted back saying he would call me soon.*Aug ***He said the person that handles these issues was on vacation and wouldn't be back until the following week.*I chose the text messages so as to have a timestamp of records.*I have not heard anything back since. * *I think I have more than patient in trying to resolve this and I do not want to deal with them anymore and I do not want to be held responsible for any charges from them.
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Customer service issue
Reported by GetHuman1523566
Nov 8th, 2018 - 3 years ago
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Nov 8th, 2018 3:17pm
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