The Home Depot at home services Inc. The Home Depot The Home Depot at home services disaster or why I will never THINK to use this branch of the Home Depot again. Tyler Texas

I wanted to get gutters on one side of the house. Talked to several companies in the area. Decided to look to the big box store due to their assurances to service and trustworthiness. I wanted a product that was backed with some warranties and Home Depot said they had it.

I was told that only 25% would be charged at the order time and the balance would be charged on completion. This is NOT what happened, what happened was a series of paperwork errors, first the on site sales consultant was improperly trained and had to refer me to someone over the phone for many of my questions. The voice on the phone is the sale rep manager. and instead of addressing my specific question he emphasized the brochure talking points, particularly the Product, "No Clog" and Craftsmanship warranties. we'll come back to this in a minute…

When the sales rep returned to finalize the order he failed to provide the actual contract document. I had a spec sheet, a gutter pricing worksheet, the brochure, and a copy of my credit card processing. I am later contacted by the sales rep and I ask him to email the contract. While waiting for the contract I noticed on the pricing worksheet the amount was inaccurate, I am being double charged for a portion of the job. I call the SR manager to get this corrected and he submits an amendment/ change order but (according to customer care) it was noted as a Debit , NOT a Credit. I discover this when I am contacted by a third party for installation scheduling.

While scheduling for installation I ask for him to verify the amount correction that was submitted, as well as the current amount charged to my card for the 25% down payment. He informs me that the full incorrect amount was charged to my card and that the credit was submitted as a debit, adding the overcharge again to my balance, for a triple charge on that product.

I was ready to cancel the order but working with customer care, the billing part seemed to be cleared up. But then, I was sent back to the sales rep for the additional information and paperwork I needed. The warranties.

The brochure provided referenced the warranties and because of the difficulty in paperwork up to this point in the transaction I wanted to be proactive and get those warranties in hand. First, I was told by the sales rep manager that the brochure IS the warranty. This is incorrect as the brochure clearly states "See actual warranty for details" even the customer service call center acknowledged this but for some reason they could not forward the warranty information to me directly and had to rely on the sales rep. He finally sent just one of the three warranties, the Product warranty. When I emailed to get the other two I did not hear back, so I called and he stated that he was unaware of any other warranty and this was the only one. I pointed out to him that the warranty he sent states "…The limited warranty does not warrant or guarantee the workmanship of the installation, which is addressed separately in the Craftsmanship warranty from THD" He said he would look into it and get back to me. :-(

I also attempted to confirm the specs of the job before installation considering all the round about and miscommunication thus far I wanted to confirm the details of the project with the installation project manager. I was told by the sales rep manager that it really wasn't necessary and it was all on the spec sheet, so I looked at the spec sheet and pointed out that the details of the job were not written there but rather on the gutter worksheet (even more of a reason to confirm the job).

This is ridiculous! it should not be this difficult to purchase a product or service. I called customer service back to cancel the order. I was assured it would be handled. Having lost all trust in this company, I then called my credit card company.