We recently bought and had Home Depot install a new air conditioner. The installers knew what they were doing, making the installation seem easy (I'd self-installed the old air conditioner - ugh). And they took away the old one. Then, to boot, Home Depot called to say we'd over-paid them for the install and wanted to give us the overpayment back. What other retailer would do that!
This ended up being a very messy situation. there were people calling sometimes several times to confirm appointments but then either never showed up or showed up early. One time the installation people actually showed up days before the appliances did. There seems to be too little (or perhaps too much) oversight into the delivery and installation service schedules. It almost seems as if the delivery and installation people do not communicate at all. Once the products actually came, however, the installers were generally courteous, proficient and seem to have done the jobs well (nothing wrong so far). They were even quite helpful and gave us hints on how to make our products last.
The installers arrived within the time frame they gave us the evening before. They moved the old appliances out and immediately began installing the new gas range and dishwasher. One of our cabinets was off one of the hinges and they fixed it for us because it was constantly in their way - an added bonus. Since our floor slants, they made a concerted effort to put in shims so that the gap between the counter and top of dishwasher was completely even. I was amazed at how quickly and efficiently things went. They even installed the range hood for us, which was not on the original order, for an additional fee. Gas range arrived with a dent on the side. Even though it would not be seen after being installed, the manufacturer gave us an $85 adjustment. We would not have even known this was possible if the installers hadn't informed us. They did everything they could to help the customer...impressive! We will use HD installers again.
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Review 4 for
from Raynham, MA, USA
Installation = Much Ado About What Should Have Been Simple
A lot of confusion on the part of Home Depot. Plus the installation charge is ridiculously high I think because the installer was supposed to pull a local permit but did not and charged us as if they did.
This survey is very limited because it does not give opportunity to evaluate the total purchasing experience. This was the most frustrating, disjointed appliance purchase I've ever made. Home Depot is the last place I will go in the future when I need to replace a major appliance!
I ordered a gas dryer and scheduled the installation however the delivery company wasn't authorized to install the gas dryer. I also take exception to the mandatory charges for new wash we hoses and dryer vent. I returned the vent because the installer couldn't use the the rigid vent in my installation. I had braided metal hoses that were only a few years old, but was still forced to buy new braided metal hoses.
Purchased a gas stove and overhead microwave. Store sent one installation team for microwave and another for stove. Microwave was installed first. When second installation crew came to install stove they said it was improperly installed. Said it was too close to stove. I called store and spoke to Christy in appliances and was told she would make it right. Never heard back from her or store manager. Had to have microwave installed by a professional in order to complete project. So I paid twice for microwave installation and lost 2 days of work having this done. Thanks Eastwood Homdepot.
The installation cost more than was quoted to me over the phone and the installers refused to take the packaging from the dishwasher with them after the install was completed. I was disappointed with these two aspects. I am a grandma and it was difficult for me to have to break down the box and packaging.
First installer said I needed electrician to install plug to plug washer into. Electrician was sent out that cost me an extra $50 which I should not have paid because I had a existing outlet. The first installers not only cost me extra money I should not have paid they were rude and gruff. The electrician installer was great!
The installers missed the original appointment and called at the last minute, early evening to let me know. They agreed to come back out the next day at 9:30 AM. They did not show up at 9:30 AM. I called their office. The staff was extremely unresponsive and said there was no way to show up before 10:30, since they did not make appointments that early. The committed to a 1 1/2 hour window, from 10:30 to Noon. They showed up at 12:30. Also, they damaged the dryer vent hose, and were unresponsive when I called the office to alert them. Home Depot rescheduled another visit at no charge to replace the hose. Home Depot made good, but the sub contractor's performance was unsatisfactory.
Miss communications between customer/ store,deliverers/ store, installers - store- deliverers. Issue was cleared up and appliance installed but with every project we are doing with your store it has been a bad experience and unnecessary Headaches. I will never do another project with Home Depot again or recommend you to anyone else!
I was very disappointed with my service between myself and HomeDepot.com. A representative via web chat assured me that I had done everything needed to get my stove installed upon delivery and did not need to pay an additional installation fee. When the stove was dropped off I was informed that they were not allowed to either unhook the old stove or install the new one. After being bounced around for days I was charged for installation, and sent a HomeDepot gift card for less than half the cost of installation. I did get sent a contractor for installation before thanksgiving who was FANTASTIC. It would be five stars if he was the first person sent.
Encountered several issues with the installation process. The installer after receiving my $100 inspection fee (which was supposed to go towards the installation) took his time in giving me a quote as to the cost of the installation. When I finally received the quote I requested that he detail the estimated cost of materials and the cost of the labor. They did not give me a detailed quote. Also, their quote was more than the cost by another installer, so I went with the less expensive installation which did not require an inspection fee.
1out of1found this review helpful.
Review 19 for
Plumber's that did range install/hookup were great!
We originally ordered our replacements (stove, dishwasher, microwave, washer and dryer) right before Thanksgiving. We chose a different microwave than originally intended since it was on backorder. Everything we ordered was in stock. We paid in full and delivery was scheduled in December. A few days before the installation, we were notified that one of the items was on backorder and it would not be installed until after the first of the year. They wouldn’t just install the available items; it was all or nothing. Thus, we are now 30+ days from original purchase with none of the appliances.
In early January, we were notified that an item (the microwave) was still on back order and we still had to wait on everything to be delivered. At this point, we were ready to return everything since it was going to be late January (2 months) before installation. However, we didn’t and the items did show up this time.
Unfortunately, the dishwasher was damaged when it arrived. The sales person also did not order the electrical hook-up so that caused confusion. How would the consumer know to order this piece? The washer and dry stack kit was also not included, so we had to order that separately so the installation for that did not occur. Stacking one item on top of the other is no easy task for most people.
The second dishwasher arrived and it was damaged as well. It’s apparent the way it is packaged that it gets damaged during transport (both items were damaged in the same area). We ended up speaking to GE and received a discount for the damaged item since it didn’t impact the functionality of the unit (this part was the best customer service).
While Home Depot offered a good sale, it was apparent that that the sales person can have a significant negative impact on what is delivered and installed. Also, be aware that the delivery team and installation teams are DIFFERENT teams and you have to have multiple times set aside for both sides. We have ordered from other places in the past, and this was by far the worse customer experience of any of them.