Complaint / review text:
I visited Home Depot and inquired about a new window. My old wood window in the living room was difficult to open and close, and it had some cold air leaking in during the previous winter. I left my name and phone number. The next day, I got a call from a Home Depot salesman, PN. We made an appointment and came to our house. I showed PN the window in the living room. He spent about two hours telling us what good windows Home Depot sells.
Then, he began to tell us that all Woodbury houses built in 1980s had bad windows because they were too thin. He actually showed us an experiment, during which that he demonstrated that hot air blows the fan on the other side of a sample thin window, but cannot blow the fan on the other side of a thick window sold by Home Depot. Concerned about other windows of my 1987 house, I invited him to take a look at other windows of the house.in my master bedroom, he pointed to the condensation on the windows and told me that the condensation is bad to my kids' health and that the new windows will NOT have condensation problem any more. Literally, he pointed to the condensation and said, "this will not be there any more."
Based on the information given by PN, I quickly decided to replace all windows upstairs, and persuaded my wife on that decision. I took Home Depot as a reputed name, so I trusted PN from the very beginning since he represents Home Depot. We bought the top line of the windows Renovations 6500 with lifetime warranty, including changing a regular window to a bay window in our living room. The whole transaction was at $8,174.
Another piece of detail that is worth mentioning is that during the conversation, he repeatedly praised Home Depot service and he said that Home Depot would stand by the products it sold. PN told me that I did not need to do a thing during and after the installation other than to clear out the space prior to installation, and that the people installing the windows would do everything. To emphasize the point that I did not need to do anything, he said that the workers would even vacuum the working area so that I didn't even need to do any clean up. He stated that all I had to do is to enjoy my new windows.
After two months, Home Depot finally completed the installation of the new windows. It was true that the contractors cleaned up after installation. When winter came, we began to find water on the windows. Worse, there is a pile of water on the bay window in the living room. For the first several weeks, we wiped the water off the bay window every day. However, very soon, we found that we were not able to keep up with the water every day. The condensation grew. And then mold on the wood frame showed up.
We called PN. He referred me to talk to the Home Depot area project manager. At the end of January 2005, the representative from the windows manufacturer came to my house. According to his conclusion, my house has too high humidity. My humidity indicator showed 60, but his measurement was at 48 in the living room. But anyhow, according to him, which is a surprise to us, the humidity is the source of the condensation. The windows will have condensation when the humidity is high, regardless of what kind of windows, plus the warranty does not cover condensation damage.
Now we realized that PN's statement was misrepresentation and misleading. Now Home Depot wants to walk away from this. This incident totally damaged Home Depot's image in my mind.