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| - I must say The Home Depot #404 has left me extremely upset about the management and service levels on how a consumer is treated. Yesterday at 3:00 am my water heater exploded! It was still under the 6 year warranty. Called G.E./Rheem and was advised the water heater was still under warranty, but I needed to go to Home Depot and take the sticker off of the water heater so that it can be looked up.
At 6:32 am, I went to Home Depot and was told by a stocker that he would take the information and have someone call. At 7:12 am, I received a call from Tom, in which he stated "The water heater is under warranty, but you have to call G.E./Rheem back and let them know you have spoken to us, and all should be ok to swap out the Water Heater."
Called G.E./Rheem back and all was good, and all that was needed is the serial # and model # to give to the associate at Home Depot. Spoke with Jamie, who than verified again all was good. As the new water heater, in which now was a smaller 40 gallon, and not the original 50 gallon transaction was made.....it was now going to be a prorated charge. The cost was $225. Mind you...I needed to be at work, but was extremely dissatisfied because, Hmmmm...this is not what we were told. I called GE/Rheem, and the associate got an attitude and stated that was the fault of Home Depot and there is nothing he can do. Called Home Depot and was told you did not have the original debit card or receipt, so we prorated it.
She stated to get the original card number and they can go back 3 years and fully give the amount. Called the bank and was told the card number has not changed, only the expiration date. Called Home Depot back and spoke with Mike. He gave me attitude from the get go.
He said to bring in the card number and he would pull up the transaction, but if everyone who had a house and a water heater went bad, but they had no receipt or way to show when it was purchased would get a free replacement. I also told him.."Why are you guys charging $388 for installation and $100 to move my water softener?" He replied."You probably live in Gila or Pinal county." WRONG I live a quarter mile, if that. He then said. "well Mesa has permitting and blah blah." REALLY?!
I go into the store and the Associate stated you would get prorated cause it is just like a car battery, you only get so much based on the time it was used. I told her to get Mike. He then took the card info and long behold all of a sudden he could only track a year. I told GE/RHEEM and 3 people representing Home Depot stated we would get a free replacement. I explained that coaching opportunities needed to be done. He told me he worked until 1 am and that I could go in and talk to Jamie myself at 8 am for getting told it would get covered. He said Tom doesn't work for him either or the other guy. I'm furious at this time. I said this is principle now.
When I told him I was calling Corporate, I was told to do what I needed to. I called corporate this morning and explained my issue. She apologized, but stated it would be prorated. She got the manager from store #404 Doug, and he didn't seem like he wanted to hear anything.
At this point it is not about the money, it's principle that 3 Home Depot reps told me the Water Heater would be replaced. He stated "you aren't getting it for free, and to come in tomorrow (Sat) and I will give you an additional $25 store credit." I told him I was a loyal customer. Did he care? NOPE! Trying to be polite I said.."Have a nice day" His reply, "Yeah, I'm waiting for you to disconnect the call." I WILL NO LONGER USE HOME DEPOT!
I found several complaints with the same tactics of information I was given! I have printed and will take to the store when I get my $25.
I wrote this review because Corporations and their people need to understand that they have a salary and income coming in because of the consumers. I may only be one, but make it right! YOUR people messed up, I would highly encourage coaching, but take care of those who take care of the business you are running!
Thanks but No Thanks
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