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Report: #1298611

Complaint Review: Home Depot - Nationwide

  • Submitted:
  • Updated:
  • Reported By: cantocc — Taylorsville Utah USA
  • Author Confirmed What's this?
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  • Home Depot Nationwide USA

Home Depot; Homelegend flooring; Michele Cuprowski; (claims anaylyst) Ignore my requests; did not follow up; found many excuses to negate the warrenty on a hardwood floor less than 90 days old; played the blame game on the consumer and then the installer; picked apart the inspection findings and contradicted their findings. Adairsville, GA Atlanta, GA

*Author of original report: Warranty a Sham and fradulent

*UPDATE Employee ..inside information: Refund

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On September 23, 2015 the purchase of 3/4 " hand scraped Hickory Tuscany hardwood flooring was purchased and ordered from the 3398 Highland Drive Home Depot. 33 boxes of hardwood floor planks were ordererd directly from the manufacturer Homeledgends in Adairsville, GA.

On October, 6th 2015 at approximately 10:06 AM a Home Depot delivery man delivered and brought all the product into my home at **** ** ****** **** ** in Taylorsville UT 84129. The boxes were cross-stacked out in the middle of my gutted kitchen and living room on 2" x 2" lumber as instructed in the guide. 

My general contractor Frank Hellend of Hellend construction advised and arrived at my home to open boxes and air and acclimate the hardwood flooring as insturcted in the warrenty guide.

Acclimation was achieved 35-55% humidity and temperatures were between 60-70 degrees within 4 weeks.  Installation took place in November. Installation method was followed by nail/ cleat and glue since this is a tongue and groove plank.

By Christmas, random planks began to splinter and the finish was bubbling and deteriorating throughout the kitchen living room and hallway. Throw rugs were purchased by December 10th to ensure upkeep and avoid scratches on the floor. NOTE****** steps tread and risers were purchased and installed at the same time but purchased at a different store with a different company in Salt lake City, and there is not indication of the same defect on the surface of the wood.

A claim was filed in February of 2016 through Rebecca a COS representative at Home Depot on Highland Drive. 2-3 weeks went by and no contact or follow up was made by Home Depot. I then contacted Home Depot 2-22-16 @2:45PM and spoke with a Billy where I left a voice mail message.

On 2-23-16 I called again and spoke with a Casey at approximately 10 AM who re-directed  again to Billy who advised that I needed to sign documents and provide pictures for further documentation to the claim. On 2-23-16 I drove to the store to provide necessary information the store requested. I was assured all documentaion was faxed and emailed to the claims department and corporate offices.

On 3-14-16 I contacted home depot at the highland store again explained my issues and demanded someone from the store come to my home to see the continued deterioration of the hardwood floor and further explained that this issue appeared to be sweept under the carpet and forgotten. After he inspected the floor, took pictures, and promised he would follow up with me within the day.

On March, 14, I received a phone call from a Michael Cone, (supposedly and independent inspector) that was commissed by Homelegends to inspect the damages and faulty floor finish. From 1:30-2:30 PM that afternnoon, Mr. Cone took pictures, measured humidity and temperatures in the home but upstairs and downstairs, asked me questions, took notes, made a report and reported back to Home depot and Homelegends.

I did not hear back from Rebecca untill March 29th with the below repport. Branden the assistant manager never called me back or returned any of my calls since he was on vacation.

As you can read below, now it is in the hands of home depot and homelegends. It is now April 7, th and still no call back, no follow up. I have left Rebecca messages on her phone at home depot and have not heard back her or from anyone regarding this hardwood floor falling apart daily neither Rebecca, Branden(assistane manager) or Home depot corporate offices.

 

Below is the copy of the email I received from Rebecca the COS at Home Depot on highland drive in SLC dated March 29th, 2016) as a response from the company homelegends in GA negating the warrenty and not honoring any of the floor replacement or even offering a solution, just dismissal.

As Follows:

I just received the response from Home Legend Friday morning.  I emailed our merchant in Atlanta that afternoon.  I'm sorry, I thought Brandon had talked to you on Friday before he left for vacation.

 

I'm forwarding you the email that I sent to our merchant as to why Home Legend's respons was unacceptable.  He was on vacation last week, so he wouldn't have seen the email until yesterday at the earliest.  I promise I will put as much pressure on him as I can this week to address this asap.

 

He will hopefully be able to argue with Home Legend to revise their report.

 

How many planks total have the issue with the finish?  Is your request for compensation to cover the cost of replacing those specific planks -- or to replace the entire floor?

 

Brandon is on vacation this week, but you are welcome to contact Home Legend directly regarding their denial.  Please understand though that we can get probably get a better response from Home Legend vis-a-vis our merchant, if you would be willing to give us a week to work with Atlanta on this.

 

--Rebecca

 

Billie x403/ Rebecca x385
4413 COS
P.  *** *** ****
F.   *** *** ****

From: 4413, COS
Sent: Friday, March 25, 2016 4:13 PM
To:
Subject: FW: CHRISTINE ANTOCCIA PO# 13572194
 


Dear [ ],

 

In the last 24 months, we have had two sales of solid hardwood through Home Legend.  Both times, the products have failed within the first year, and both claims were perfunctorily denied by Home Legend.

The recent denial of the claim for the above-named customer is especially appalling. 

 

The inspection report dishonestly and deceptively states that the customer was required to use a moisture barrier between the product and the wood subfloor.  (Report, p. 2).

 

I have attached the Installation Instructions showing that the moisture barrier is required only for concrete subfloors.  (Installation Instructions, p. 3).

 

The report also seems to present an impossible challenge for customers in any market with an arid climate.  Customer has maintained the required humidity between 35 - 55%, using a whole house humidifier as recommended in the Warranty.  (Report, p. 1; Warranty p. 1).

 

But the report then blames the customer's areas rugs for trapping moisture because of the humidifier.  Nowhere does Home Legend prohibit the use of area rugs.  But this report seems to imply that a customer in an arid climate has to choose between the humidifier or the rugs.  But the only way to satisfy the required humidity of 35 - 55% is to use a humidifier as recommended by Home Legend. 

 

Moreover, the bubbling finish has occurred in locations that are bare -- not just under the area rugs.  In fact, the Report specifically notes that one location "next to the kitchen island" presented the same issue, despite having no carpet covering it.  (Report, p. 1).

 

Our customer feels outraged by this sneaky denial.  She is furious with the treatment by Home Legend, and has stated that she is considering filing a lawsuit.

 

Based on the Report, it does seem likely that she has a claim for breach of the express warranty, and depending on the application of 15 U.S.C. 2301 et seq. to the attempted disclaimer of the implied warranty of fitness for a particular purpose, she may have federal claims under the Magnuson-Moss act as well.  Plus, there's the potential for punitive damages -- the deceptive basis for the denial of her warranty claim seems ripe for a consumer protection action.

 Is there anyone at Home Legend that I could contact to discuss the customer's claim in a reasonable manner?

 Our current perception, at this store at least, is that Home Legend does not stand behind their products.  Please let me know if you can help me advocate for this customer?

 Thanks very much for your time,

 

--Rebecca


Billie x403/ Rebecca x385
4413 COS

P.  *** *** ****
F.   *** *** ****


________________________________________
From: Michele Cuprowski [mcuprowski@HomeLegend.com]
Sent: Friday, March 25, 2016 9:27 AM
To: 4413, COS
Subject: CHRISTINE ANTOCCIA  PO# 13572194

Michele Cuprowski
Claims Analyst

Home Legend, LLC
P. O. Box 887
100 Eagle Parkway
Adairsville, GA 30103
Direct: 877-630-1800
Fax:     706-624-3276

mcuprowski@homelegend.com
www.homelegend.com

-----Original Message-----
From: ricoh2503@homelegend.com [mailto:ricoh2503@homelegend.com]
Sent: Friday, March 25, 2016 10:31 AM
To: Michele Cuprowski <mcuprowski@HomeLegend.com>
Subject: Message from "homelegend2503"

This E-mail was sent from "homelegend2503" (MP C2503).

Scan Date: 03.25.2016 10:31:25 (-0400)
Queries to: ricoh2503@homelegend.com

 


NOTE**** I am a single mom, all children out of the home, no pets, no smoking living alone with very little traffic. This is a clear breach of the contract and warrenty from this company. Please help with any advise and would welcome KUTV to my home at any time to inspect and interview me. I have spent a great deall of money on updating my kitchen and am already having a breakdown of a major part of the remodel. This has caused me mental stress with now physical breakdown. I could not even sell my home in this condition.

 

 
 
 
 
 
 
 
 
 

 

This report was posted on Ripoff Report on 04/08/2016 10:34 AM and is a permanent record located here: https://www.ripoffreport.com/reports/home-depot/nationwide/home-depot-homelegend-flooring-michele-cuprowski-claims-anaylyst-ignore-my-request-1298611. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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REBUTTALS & REPLIES:
1Author
1Consumer
0Employee/Owner

#2 Author of original report

Warranty a Sham and fradulent

AUTHOR: - ()

POSTED: Wednesday, July 20, 2016

If you read any of the similar reviews with this company on netfloors.com, you will see for yourself page after page of similar issues others have had across the country experiencing the same floor defects. The inspector’s homeledgend contacts are independent but get their paychecks from the Company they are hired to do the job, in this case homeledgends.

I have a very reputable local wood floor dealer that gave me the name of a "real independent" inspector that has no ties with your company (homeledgends) who would gladly challenge the inspector’s findings. The installation was done properly, your warranty states an underlayment is optional not required unless it is being laid on concrete flooring, which it is NOT! I have wood subfloor.

The denial stated the floor had moisture trapped which attributed to the top layer bubbling and peeling. Not the case. I can demonstrate in my closet on the floor where no one walks and nothing is on it where i just discovered more peeling.

The denial stated I did not have enough moisture; my home measures between 35-40 % humidity levels, which is standard according to their warranty.  Does each room upstairs and downstairs and every part of my floor in the house maintain the same moisture level 24/7? Probably not! Find me a house that does anywhere across the country.

Again, another reason for Homeledgends to negate the warranty to find fault with the consumer with contradiction after contradiction within the denial letter.

It needs to be said here that "Rebecca" the COS at the local home depot store on Highland Ave in SLC, has really tried to advocate for me and be the mediator with all the players (and there are many, corporate employees like Cynthia Gray at home depot corporate, regional managers (whom by the way I never met nor even had a phone call from, Rebecca a COS from Home Depot but no one from the manufacturer bothered to call or resolve directly with me. Nor did they come to my home with the exception of Rebecca who showed up after I created a complaint at corporate HD in Georgia. She showed up in April 2016, 2 months after the claim was filed. 

This was Not acceptable. Home Depot totally took the fall for this company and they need to be investigated for their fraudulent practices and double talk warranties.

Your warranty also states that certain humidity levels need to be maintained and acclimation is necessary before installation. All precautions were taken to the point where I installed a humidifier on my furnace which in your warranty does not state it’s required. I went the extra mile and expense to purchase and install with a HVAC licensed worker.

This was clearly a factory product finish issues. Others have stated the same all over this country from "humid" climates like Florida to Georgia (your own corporate state) to the Midwest, NE and WEST. 

Homelegends shakes hands with Home Depot to accommodate their products however, the products are substandard and do not work in any climate from what I read in the horror stories on the above site.

Home Depot cleared off the credit card which is not over and above any consumer resolve. Any product you buy whether its from Nordstrom's or Home Depot,,,if the product is defective the company returns the merchandise and credits its consumer. This is a standard consumer protection across the country.

If Homeledgends wanted to work with me on resolving this issue and keep their reputation, they would have offered a monetary value of at least $3,000 to cover the costs of installing a new floor and at least putting towards another product locally. I was not asking for thousands of dollars here. Just recompense to cover another floor plus install. I have not even mentioned the stress and hardship this has created in my mental and physical state going on for months with numerous phone calls, back and forth, emails to corporate offices. Home Depot wants to wipe this away but really they should Not be carrying their products.

I want to mention here that Home Depot has stepped up in the best way they could to uphold their reputation however Homelegends has NOT.  Because I purchased from Home Depot, the manufacture wants to back away and force Home Depot to take the fall when really Homeledgends is dishonest with their warranties which mean absolutely nothing.

Homelegend purposely denies all their claims as a standard (again I urge you to read the reviews), dismissing any responsibility for a defective product, by removing the charges they are now taking a stand as if they agreed to credit the product even though it was MY fault; Thus making the entire credit appear like they have settled the issue with the consumer. I have a newly remodeled Kitchen that now has to go under construction the second year around and run the risk of new cabinets and appliance being damaged in the process of ripping out this nightmare of a floor, additionally I have no funds left to fix this issues since I thought the product would outlast my residency here.

Neither my grandchildren nor I can walk barefoot on the floor. We run the risk of getting an infection from a splinter with caustic stain and varnish coming up daily. 

The resolve was to wipe out the cc, and offer another substandard product from home depot, which by the way they expected me to charge on my credit card and then use their installers which charged more than several other estimates I found in the Salt Lake Valley.

Home Depot did reverse the CC charges however; Homelegends most likely paid them off to do so behind the scenes. I don't care at this point how it was accomplished however; my floor should be replaced with another option from a local vendor who will uphold the guarantee and warranty free of charge to me if homeledgends wants to make this right. 

A local vendor will not find the temperatures or humidity levels an issue with a local product in the State. They are familiar and aware of the challenges with wood floors in Utah. All of our million dollar homes in the Parade of Homes has hardwood floors throughout and do not have these kind of issues. Why?; Because the product is manufactured here not in high (above average  humidity Georgia.

In order to make this right, my floor should have been without question removed if not today then months ago, according to state law in UT. Any claim filed needs to be addressed and resolve within 30 days. That did not happen. 

Home Depot is willing again to make good on the offer and have their installers remove the floor and dispose of it. This is much appreciated.

I am expecting homeledgends to offer at least 3000$ towards a new floor of my choice with a local dealer to resolve this issue once and for all. I don't even care if it looks like what I previously had. I just need to be able to utilize my 30,000$ kitchen remodel.

It is the least homeledgends can do to save their reputation and honor. This is hardly a dent in their corporate financial gains and their stocks.

 

NOTE**** For the record, both companies have corporate offices in Georgia.

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#1 UPDATE Employee ..inside information

Refund

AUTHOR: Stacy Norris - (USA)

POSTED: Wednesday, July 20, 2016

Home Legend received a claim for this customer on February 24, 2016.  Per the claim form the finish on the hardwood floor was bubbling. 

Home Legend commissioned a Certified, Independent Flooring Inspector with 30 years’ experience and who has maintained his certification through continuing education classes, to inspect the customers' concerns.  Per the inspection report the customer concerns were the result of the improper installation and the not maintaining the recommended conditions in the home. 

The claim was originally denied as the warranty only covers defects in the manufacturing process.  However, as a courtesy to the customer a full refund for the material was given. 

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