I have done four projects now with Home Depot Home Services: Kitchen, windows, doors and finally fence.
I think it depends on how the customer uses the service and the contract that Home Depot has with the contractor.
The kitchen I went to my local store for the design, they sent someone out to measure, the product was ordered by Home Depot, so I had a manifest and the contractors picked up the products at the store. The kitchen installation was pretty much flawless and the workmanship was outstanding. I had to schedule their work around the plumbers and electricians, but all in all the work done was professional. The cabinet installer noticed that a couple of cabinets were incorrect, and had them ship the correct ones. I was very happy with this very large project.
The door installation was another flawless contract. I ordered the doors from Home Depot, the contractor picked them up, submitted the building permit, completed the installation in a single day. The work was exceptional!
Impact windows was an outside consultant who managed the project. While there were a few bumps with the installation, I have to admire the project manager and contractor for resolving the few problems that occurred:
- Tile was broken in the bathroom
- the installer sawed off the bolt heads holding the support posts to the roof beams because, "they were in the way."
This was concerning, because had I not been there to observe the problem, the installers would have proceeded with the installation and the only indication that a problem existed would have occurred during a hurricane. . .My very expensive hurricane windows be intact, but the roof would have flown off.
The contractor was very proactive. He had several installation teams, but his personal team was the one that came in to resolve these types of potential problems. He did fix the problem by installing new roof bolts, had a tile man come in to repair the broken tiles, and months later replaced a defective window covered by warranty.
Even though this was a different type of home services contract, I received a complete manifest for warranty and insurance purposes. The project manager was on hand when the building inspector came out to approve the installation. Fabulous!
Sorry to say, Home Depot's fence installation was not up to any of these standards and in my area, the contractor used for this project performed a minimum amount of work for the most amount of profit, sad to say I am not even sure they installed the fence that I purchased.
Research the product, get samples, and never leave contractors on your premises without being there to supervise. Write down a summary of the conversations that you have with these contractors and (we have the technology) send them a summary e-mail.
-If there is a warranty, be sure they give this to you in writing prior to the sale.
-Make sure you have the manufacturer's owners manuals
-Review the entire building permit before it is submitted.
-Make sure they give you a detailed materials manifest.
Most important, tell Home Depot or Lowes when they do a GOOD job as well as when the performance is unacceptable.