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Archive for September, 2011


THD At-Home Services

THD At-Home Services

…that I didn’t hear from the inspector to do the 2nd measurements. So much for them expediting things….

I did however, get an email last night that says I am now on “Step 2”, which gives me a project coordinator named Tammy and says that they are reviewing the sales paperwork….

Today I got 2 more emails, one of which was a customer survey (which I plan to do eventually), and the other of which said I was now on “step 3”, and that the project coordinator would call to make an appointment for the inspection. Gee, hadn’t that already been set up by Tom & Jim??????

Now that I’m blogging about this project, I am debating whether to let things follow their natural course to see what happens, or to be my usual pushy self & stay on top of things….

In any event, if I go by the 4-6 weeks time frame that Jim gave me (supposedly from when I sign the contracts), my windows should be installed between October 27th and November 9th (at the latest). Of course I have nothing in writing about this, so let’s see what happens….

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THD At-Home Services

THD At-Home Services

So Jim showed up promptly and was very apologetic for not having called me back. He simply forgot, which I understood. He also went through his called ID log, and for some reason my call did not appear, which is weird since I checked the number on his card as the little recorded voice told me what number I had reached. So either his phone fritzed out or he deleted it. Oh well.

Anyway, we went over everything (including Jim still saying that it would be 4-6 weeks and not 4 weeks as Tom said) and I was ready to sign the contracts. God I hate those darned things – they’re always in favor of the other party.  And as usual, I was prepared to write notes and initial them, and as usual, I was told I couldn’t because it would invalidate the contract.

So these were the issues:

1) There was absolutely nothing in the contract about a time frame for installation. So technically, they could take my deposit and disappear off the face of the earth, and I would have no recourse.

2) I have 3 days to cancel the deal & get my deposit back without any additional penalties, restocking fees, etc. Well that would be fine & good, but if I discover in 3 months that they still haven’t come to install my windows then I am signing something that says they can keep my money!

3) I am obligated to pay the full balance on the job after they complete installation, even if they do a crappy job. If they screw the whole thing up, I am supposed to pay them and then resolve the conflict under the 1 year workmanship warranty. Are they frigging serious?

4) The contract supersedes anything I have been told either verbally or in writing. Well, all the good stuff in my favor came in those forms, but apparently they are meaningless.

So Jim calls Tom & puts me on the phone. Tom keeps saying not to worry about it, and tells me all the stories about how they stick around and fix everything before I pay. I keep reminding him that I am signing a legal contract that says I will pay them no matter how bad the job is, and that I am also signing a legal contract that declares whatever he is telling me outside of the contract is worthless. He didn’t seem to “get it”, so I gave up and against my better judgement signed the stupid contracts.

Both Jim and Tom said that they would expedite getting the inspector dude out to do the remeasure. In fact, Tom said that he would get the guy out the following day (Friday).

As Jim was leaving, I remembered to ask about licenses and insurance. He said that each contractor is covered under a HD insurance policy in addition to having their own, and that they have an umbrella license (hope I am remembering that correctly) – he gave me a copy of the insurance information (and maybe license info – I need to check that).

The drop in grade has nothing to do with Jim, it’s just dealing with lousy contracts & my frustration with trying to explain it to Tom.

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THD At-Home Services

THD At-Home Services

I have to admit that THD Home Services seems to respond promptly to issues with customers (of course, they are still trying to get my business). I got a call from Tom, who is Jim’s manager. Tom is a real people person, & he listened to my tails of woe with previous contractors & why I was worried now I made it very clear that Jim had been prompt & very professional when I met him, and that I didn’t know what had gone wrong.

My big concern was handing over money & then never hearing from them again. I had already been through this with Overhead Garage Door, who had my money for a door I was supposed to receive in 2 weeks, & who would not take my calls over several months. They finally answered the phone when the contractor who was replacing the garage floor called them. Don’t get me started with the whole woman vs contractor issue…..

In any event, Tom listened to everything, & we agreed to set up another appointment with Jim. I was a little concerned because Tom said the windows would be installed within 4 weeks, but Jim had told me 4-6 weeks, and the lack of being on the same page seemed like an issue. He also went into great detail about how Home Depot goes out of it’s way to ensure that everything goes smoothly and that the customer is happy, & expressed more than once that the whole reason for Home Depot’s existence was due to people having contractor issues…..

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THD At-Home Services

THD At-Home Services

2 hours after sending my message to HD, I got a response from a nice fellow who doesn’t sound like he’s in India. Geoff had clearly read my message, and said that he had contacted our At Home Services Department and notified them that I have not been contacted for installation. He also said that he would follow up with me again by Friday 9/30 to ensure that the matter has been properly addressed.

Grateful for having a real person respond, I sent back an email that said:

Thank you for getting back to me Geoff. My concern now has to do with the issue of placing an order, and I assume having to put down a deposit. Twice now I have had to find another route in order to expedite this project. Theoretically, I could put down a deposit and then have to spend my time trying to get someone to let me know what’s happening, which could put me well into the winter trying to get my money back and finding another contractor.

1) Will I be required to put down a deposit for the windows & installation?
2) Will I get a time frame for the project in writing?
3) What guarantee does Home depot give that the project will start within the time frame that I am given? That is, is a discount provided or what recourse do I have at that point?

I hope that you will understand my concern considering my experience so far.

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THD At-Home Services

THD At-Home Services

OK, it has to be in the contractor gene. I was supposed to get a call back on Tuesday and now it’s Wednesday. I shot off an email to HD through their online form. Wish I remember what I said, but I remember it ended with saying I was going to Lowes.

I got an automated response pretty quickly saying that my message had been received…

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THD At-Home Services

THD At-Home Services

I left Jim a message around 2PM on Friday, and now it’s Monday at 2PM. So this time I called the main number & tried using their phone directory to reach him. stupid phone systems – I hate them. So I called back and got an operator. She was super nice, so I left a message with her which she said she would get to Jim.

Sure enough, Jim called back a couple of hours later. He answered my questions, and I asked to set up an appointment to sign the papers. He needed to check his schedule, so he said he’d call back tomorrow (Tuesday).

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time to buy the windows

time to buy the windows

It took me longer than a few days to decide, but it looks like I should order the windows. I still had a couple of questions though, so I called Jim & left a message on his cell phone.

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