Hot Water Heater Woes

Posted Wed December 10, 2003, by Karen C. written to Home Depot, Inc.

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I would like to bring to your attention a problem I had with the experience at Home Depot, Inc., and I hope someone can do something about it. The stores I'm referring to is located at West Cobb and Kennesaw. This incident has left me extremely angry.

I went to Home Depot to have a hot water heater installed into my home. Normally, I really like Home Depot. After price comparisons, I found that they were a little cheaper than Lowe's on the installation and heater price. I wanted to go with a big store, such as Home Depot, because I thought they would pride themselves on customer service. However, the company that they hire out to do their installing jobs, apparently does not. My Home Depot store has Delta Industries (I believe that's the name) contracted to install their hot water heaters. I was furious to find that the installer knew very little english (it was very hard communicating with him) and that he was not able to do the job. He, after failing to explain this in english that we could understand, had to call someone on his cell phone to do the explaining for him. He was not comfortable doing the job because he thought he might damage the copper gas line in the process. I have been told that that is a job that a certified plumber knows how to do and ought to be doing in the first place. Apparently, Home Depot does not have certified plumbers contracted to do work such as this. I naturally assumed I could trust a name like Home Depot to be on top of things. My complaint is this, if your contracted people can't do the job that they are supposed to be able to do, why do I have to pay the $70 travel fee? I think that is a little steep only to have a guy come out and say he can't do the job. It's funny, after I told my father my story, he told me that he had the same exact situation with his Home Depot and a hot water heater. After calling a certified plumber he found out of the phonebook, the installation was completed without any problems. Plus, he got an even better price! This weekend, I suspect the same will be true for me.

As a result of this incident I will do everything I can to avoid Home Depot, Inc. in the future, and I don't think I can recommend your store to people I know.

Here's what I'd like to see happen: I think Home Depot needs to look at the companies that they have contracted to do their installation work. What is the background check you do? Do you even see if they are a competent business? I will never again have anything installed though your business again. The West Cobb store employees were very friendly and apologetic, but could do nothing for me.

I hope you are willing to address my concerns. I look forward to receiving a response within 10 business days.