The Home Depot
Complaint 153008 Details

We have been fighting with Home Depot for almost 5 yrs about faulty windows produced by Silverline. In April of 2007 we ordered windows and doors totaling $23,496.09 from Home Depot Slidell, LA #0386. When the windows came in the door jams were broken, split, and the frames could not support the solid core doors. In addition the windows were not mulled as ordered. At this time we returned to the store and spoke to the salesperson who placed the order. Our immediate concern was the windows since we could not start on the inside without the exterior secured. She said she would begin working on the matter immediately. With additional costs of mullens and time spent waiting on delivery, we attempted to install the windows. At this time it was noticed that the front picture window grills did not line up. We were told that unless they are put together at the factory they would only be close but not ever completely line up. After the windows were installed for a brief period we noticed that the low-E tint was bubbling, effecting the insulation value of the window. We again went back to the slidell store with this complaint to the same salesperson as before. After several months of phone conversations and reports of "I'm still working on it" or "Still waiting to hear back", we went back to the slidell store to speak with her directly. At this time we were told that she was out on family medical leave and didn't have a return to work date. We spoke to a store manager who was unaware of all issues from the doors to the windows due to the lack of notes on the acct and her failure to inform her department manager. Due to these complications the manager started our promotional payment period over and management was now completely aware of the issues. We set up an appt for them to come out and evaluate the windows. Three representatives came out, but the manager was unable to attend. They agreed that the windows were faulty and the doors were defective. The manager arrived several days later and agreed with the primary eval. He offered to provide the wood for the replacement of the door frames. And at an additional cost paid our own carpenter to rebuild, prime, caulk, and paint the door frames, and reglue the delaminating doors. He also said he would be contacting Silverline re: the windows. He said expect a phone call within a week. No one called and no one would respond to our problem. The store manager was unavailable, out on leave. The details go on and on. We would like to get what we paid for, pay the balance of our origianl order, and get our credit back (its the only bad report on our credit). In march the process started over again bc we hired an attorney who we can no longer afford.

We have been put in collections, had to get an attorney, working with the home office (bc of the attney) since March 2012. We still do not have our deffective windows replaced. Every rep from silverline states that they have just been informed of the issue within the last three weeks and doesn't want to deal with Home depot due to their lack of organization and effort to resolve issues. Names of these reps can be provided if needed. The reps that came out spent 4.5 hrs in Home Depot waiting on them to release the windows and now have to reorder all the proper windows. The windows that were attempted to be replaced last week are already bubbling. What next??????