I had a scheduled install on a Monday morning. HD called me on Sunday evening to tell me that the installers truck had broken down on Friday and evidently didn't get it fixed over the weekend so he had to cancel. NOT my problem! I had to take time off of work for the install and was unable to change my schedule nor did I feel I should have to. HD should have taken care of the problem and NEVER involved me in 'their problem'. They called back and said they found someone to come but he might have to come a second day to finish because he was already scheduled to do something else. It actually took FOUR DAYS to complete my job!!! HD salesman assured me it was a ONE DAY install. HE LIED!!! I will never have HD do any work for me again. I could have saved a LOT of money if I had gotten a local contractor. However, I was told that the windows I was getting were some "special" window that ONLY HD installers can do......NOT. I found out that I could have purchased them myself from another HD location and had my own contractor install the SAME WINDOW! Bottom line, I was very much inconvenienced with this whole project and HD never offered me any kind of compensation for my inconvenience nor was I contacted by phone to see if I was satisfied with the job.
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5out of5found this review helpful.
Response from Home DepotBy Robert G, Customer Care, March 10, 2014
We appreciate your feedback and are sorry to hear of the troubles with scheduling and misinformation. We will use your feedback to improve our install process. Thank you.
Salesman assured us we would not have to remove trim to install windows but installer removed trim and replaced trim with trim they had split. Now we have the extra expense of replacing split trim and painting the trim. Installer was also rude and installed first window crooked and I had to argue with him to fix it.
13out of14found this review helpful.
Review 3 for Vinyl Window Project
from Nashville, TN, USA
Major disappointment - I'll never deal with Home Depot again
One of the worst home improvement experiences ever. Wrong windows ordered even after I pointed out the "computer glitch" to the salesman he STILL ordered the wrong windows - wrong grid pattern and stationary vs. windows that open. Promised installation in 4-6 weeks, try 3 months! That makes a big difference in the fall/winter! Half of the screens did not arrive with initial order, and had to be reordered; replacements arrived and second (different) installer said the windows had not been caulked properly; he ended up re-caulking everything. I had a similar experience several years ago with a siding project at a different house in a different state, and I thought I should give Home Depot another chance. What a mistake! Next time I'll go to Lowe's! And by the way - if you need a receipt for the work, you are out of luck! They are totally paperless.
11out of12found this review helpful.
Review 4 for Vinyl Window Project
from Saint Jo, TX
during installation they damaged the trim around the windows.
It took 2 months of arguing with the representatives of Home Depot before they finally came & fixed the damage they did to the trim work. They also got the order wrong for the window screens. We ordered full length screens & they brought half screens. Nothing but problems with the representatives of Home Depot from the start of the install. They still wanted to argue with us while they were fixing the damages that they did!
I'm very pleased with this project. This is actually the third one with Home Depot in replacing windows and doors with Simonton products. The installation on the particular project worked even smoother than the previous ones. The installers were very considerate with my property and cleaned all of debris from the site. The picture windows looks absolutely gorgeous and provides very good thermal insulation!
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2out of2found this review helpful.
Review 6 for Vinyl Window Project
from Hollywood, FL, USA
Great product, flaws on installation, poor follow up, poor managements of project.
The install was apparently going smooth until the main window was installed and I found deep stains on the glass. I suppose PGT failed to Q.C. the windows prior to shipment. The Installation boss told me it would be fixed by replacing the faulty glass. Furthermore, I noticed one screen was broken, yet was left for me to find out. Several weep holes covers were missing. The Installation manager got involved, and although he was very professional in his approach, the results were long delays in getting the window fixed. The screen was replaced a month later or so, and just replaced the covers for the weep holes in one window. They failed to inspect them all and finalized the job. After all the delays, the manager offered and promised a discount for the faulty window. I had to delay my other projects because of this. He said the credit would be applied to my account. I have not received any credit since then. Most of all, I understand mistakes are made, but the empty promises were jus too many. I think Home Depot has higher standards of service. I have a sour taste with these ordeal, even if I am happy with my windows. I think definitely there is a lot of room for improvement!!!
Response from Home DepotBy Robert G, Customer Care, March 28, 2014
Thank you for your review. We apologize for the troubles that you faced during this installation. We will be sure to follow up with you to see that your account is credited. Thank you for your continued patience while we work to resolve this for you.
Review 7 for Vinyl Window Project
from Denver, CO, USA
Way too difficult to order w/ home visit, call center, and installation manager involvement.
1. Having to have a salesman come to the house to order a stock window is not necessary. Select the window in the store and have the measurement guy provide the sizing info. 2. First installation date installers missed their window of time and we had to leave. There was no phone call from anyone letting us know they were going to be late. 3. Wrong window was received causing us inconvenience and schedule impacts. Installer called to let me know wrong window was again received and they would not be there. Third time the window was correct. 4. Installers were courteous, on time on the final install, and did a good job with the installation.
These were 5 basement windows and they are all caulked in - no screws. Anyone can push on them and the will fall out. They are being replaced because the wind blew out the original windows, so I don't have much hope that these will last. Have tried to get them installed properly with no luck and am totally dissatisfied with the result.
Appointment was scheduled and cancelled by contractor multiple times. The day of the install, the contactor tried to change the appointment again, but we could not adjust the time. The said they would keep the appointment, but ended up being hours late, without notification. It took WEEKS to have one small window replaced in my home. Never again.
We are not satisfied with the installation process or the installation. The job began in February and here it is April and our job is still not complete. We do not have a single window that was installed to our satisfaction. Many windows still have drafts. Would not recommend this company.
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Above Bay window was never caulked and has a 3/16 inch gap that is drafty
Uneven window frame/trim
Bedroom window with incorrect pane and drafts coming through cracked caulk
A little slow start because I ordered one big window and then went back and ordered a small kitchen window. But all in all, they came and their installers did a fantastic job! I even thought I had some air coming through so I called and they immediately sent out the installer back out and he did a complete check and I found out it was my air vent! Sorry Home Depot! It was my bad!
Home Depot is THE place for window replacement, for sure. The initial service rep came out and measured and numbered all windows. The installer then came and measured to double-check. When the materials arrived, the installer and crew arrived and in SIX HOURS installed 18 windows, ALL PERFECTLY, caulking, trim, EVERYTHING. Did ALL the cleanup, took ALL debris away, and were totally professional and proficient. THE BEST ! ! !
Sales Excellent. Warren was prompt and efficient. Covered all of the information that I needed to have. Quickly scheduled next steps. Asked to be involved if I have any problems.
Measurement Good. Quickly scheduled and completed. However, the person doing the measurement left some of his tools at my house when he left.
Installation Part 1 - February 12. Poor. On arrival of the installers I was advised that the work would take about 3 hours. 6 hours later the two installers left having installed 3 of the 4 windows. They said that the fourth window was not manufactured correctly and it would have to be reordered. Left a large trash bag in the yard, large areas of the yard not cleaned up and left the wrong window on my deck. After they left, counter to my specific instructions, they had the full remaining balance charged to my credit card.
Part 2 - March 4. Excellent. A different installer put the new window in correctly and quickly, cleaned the area and removed the trash and old window left by the first installers.
Project Management Poor. David, the project manager, did not return phone calls, did not follow up on commitments that he made, and did not address issues that I raised with him. Further, on the two occasions that we talked about the project, he did not have current information about the project status. And, the County Building Inspector indicated during final inspection that the paperwork was not complete.
Other - Web Site Tracking System Poor. The information displayed was either incorrect or out of date. It was of no use in tracking the project status.
Overall, I am very disappointed in this installation process and have to question the commitment that Home Depot has to these projects.
The job kept getting passed off to the next guy. Issue after issue and excuse after excuse. Install price was quoted and changed, date was quoted and changed(over a month longer and 2 seperate installs = money lost taking time off work), & everyone blamed someone else.
Needless to say, I will be shopping at Lowes in the near future.
Response from Home DepotBy Robert G, Customer Care, March 17, 2014
Erik, thank you for your feedback. We apologize for the troubles experienced during your installation, including the lack of responsibility taken as you feel you were continually past off. We will be sure to review our processes in this area, so that we can keep this from happening in the future. Thank you again for sharing with us.
Before and after the installation there were a number of mistakes made by the project estimator/ sales person. She ignored critical info that I gave her, was condescending when I asked a question, made a mistake on the form that caused a substantial delay, and did not return my calls when I wanted to verify that the correction had been made. The installer did a great job and we love the windows. The person assigned to manage our project did not do well at all. Since she was a Home Depot employee I don't feel I can recommend their services.
The product is a good one. The installation was questionable as the project manager never came out to the site to check.. which he told me he was going to do. The installers left glass shards everywhere, did a horrible job of finishing the sealer edging and the trim pieces where cut quickly and crooked. Obviously hurrying at 4:30pm and not taping off their trim lines because they came late.When I asked the manager to inspect he defended the installers work and offered no solutions, and brought the installer with him which created a confrontational and uncomfortable situation. I have attempted to upload examples but Home Depot"s "upload images" link is not working (hmmmmm, wonder why?). I will be sending out a very bad Yelp review in the coming weeks... run, do not walk away from this service!
Response from Home DepotBy Robert G, Customer Care, March 21, 2014
We are sorry to hear of the quality of service received by the install team. We will be sure to work with them to improve these services. We thank you for sharing your feedback with us, making us aware and showing areas where we can improve.
the men that came out for my installation were wonderful, I had one small problem, called, and they came right out and fixed the problem..the only thing was the one gentleman who was the oldest, and heavyset, he was a little condesending, when I tried to tell him what I had a problem with , he would come back with, I have installed thousands of windows, and I think I know what I am talking about, I think he could use a little customer service training to teach him how he should not talk to people. Besides that, they did a wonderful job...would suggest them to anyone....thanks
Two guys came, had my old doors,3, completely out and prepped in an hour and a half. Then had all three sliders installed, cleaned and hauled my old doors away in 3 hours. They not only where quick but I checked their work with a fine toothed comb, flawless! I am amazed they worked so well together, helped each other when needed and answered any questions I had about the doors, how to use them, how to clean them, etc. I wish I would have had them door our windows, I know those guys are the best in this industry! Thanks for the awesome job and I am 100% pleased and WILL recommend them to anyone!