Home Depot, you done me wrong

21 Dec

My 12 year old Fisher Paykel double drawer dishwasher died in November. I had a repairman out and he said it would cost $1100 to fix it and that wouldn’t mean 12 more years of it working. So I decided to get a new dishwasher. I looked at another Fisher Paykel dishdrawer set up, and then decided to also mosey on over to Home Depot to see about a more typical, regular old dishwasher. Home Depot happened to be having a big appliance sale with free delivery and removal of old appliances widely advertised.

I poked around in the store, but there was no one there to help me, so I went home and looked online. I chatted with a couple of very helpful online reps and ordered a GE Profile Steam Assisted dishwasher for around $700. Since appliances are all now designed to die in about ten years, and since all of my appliances are about 12.5 years old, I thought I’d check out the washer and dryers. My existing ones were also Fisher Paykels, and the dryer had been repaired twice already, but still only worked on high and didn’t have automatic shut off. I figured I’d bite the bullet and get a new washer and dryer while I had the Home Depot delivery and installation team over putting in my new dishwasher. So I got some more GE steam assisted stuff: a washer and a gas dryer. Home Depot offered interest free financing on the HD card, $100 discount for each additional appliance purchased, FREE DELIVERY AND REMOVAL OF OLD APPLIANCES, and very reasonable extended warranties ($125 each for five additional years of coverage, plus the online rep said she’d give me a discount for getting three extended warranties).

Well, in order to get the free installation, I had to order their install kits. Then it turns out that for the gas dryer and dishwasher, installation actually cost $79. Okay, that was still cheaper than $125 per appliance at the place I looked at the Fisher Paykels.

So the day finally arrives. The delivery men come, deliver the appliances, set up the washing machine and get ready to leave. What about the other appliances? Oh, we’re not allowed to install those in MA, because you have to have a licensed plumber and electrician install them. If you lived in Enfield (a ten minute drive away and over the state line in CT), we could do it. Sorry.

What? What the what? I called HD and got put around to a bunch of different extensions until I had a long conversation with a rep in Utah who had grown up here in Springfield, MA. She said “if the drivers are a licensed plumber/electrician team, they’ll install for you, but if they’re not, they won’t.” What????? She put me on hold for ages while she said she was looking to see if there were installers available to come out to my house that night (oh, did I mention this is all happening on a Saturday night). No, there weren’t. Okay, I said, I’m going to find someone and I’ll send you the bill. She told me she’d send me a $50 gift card for my trouble. I may have snorted in derision.

I called around — of course, no one was interested in coming to do an install with zero notice on a rainy Saturday night. A guy who lives in the neighborhood who does handyman stuff said he’d do it, but he’d charge me emergency call rate, which was $200 to come out on a Saturday night, and then basically $125 – $150 per appliance install and $25 per to take away the old ones. Okay, I said, planning to submit the bill to Home Depot for reimbursement.

He came, he installed. The dishwasher didn’t come with an electrical cord, so he had to go out the next morning and get one and had to come back the next morning (Sunday) to finish. He charged an additional $300 to come out on a Sunday. So the grand total was $916.98 for the installation of my appliances. You know, the ones advertised as coming with FREE F****NG INSTALLATION AND REMOVAL OF OLD APPLIANCES.

I submitted the invoice to our friends at Home Depot and after a round of phone calls and emails, they said the most they could do was send me a $200 gift card. They “respectfully declined” to reimburse me for the work I had to have done due to their patently false advertising (hey, attorney general — want to take a stab at this) and false promises/incorrect information from their staff.

The appliances are fine (in fact, the laundry ones are great, I really love them), but after a kind of shitty installation of carpet by Home Depot this spring and after this fiasco, I will never get any Home Depot installation done and will do my best to warn others away from them. I already succeeded in steering a neighbor away from buying a stove from them. As I tell my tale of woe to others, I’ve heard of another person who bought a dishwasher at the store in West Springfield, MA and was expecting free installation only to be told when they came to deliver it that they don’t install dishwashers in MA. She paid $300 to have hers installed. Ummmm… class action lawsuit anyone?

So, please dear readers — especially those in our fair Commonwealth of Massachusetts — vote with your wallets and do not purchase items for installation at the Depot. If you do, don’t expect the installation to happen.

7 Responses to “Home Depot, you done me wrong”

  1. Danielle McCauley December 22, 2014 at 10:34 am #

    Wow. That’s AWFUL. I’m so sorry to hear it!

    We’ve had just one installation done by Home Depot here in the house, and it was for a picture window replacement. We didn’t have any trouble with that, save for the fact that they never “closed out the permit,” whatever that means. Someone from the city mentioned that open permit when they came three years later to issue a permit for a deck.

    It’s outrageous how much things end up costing. The allure of “free” gets everyone in the door, but why on EARTH don’t they tell you these things when you sign the contracts?!

    At least the new appliances are working nicely. Hopefully, you should have them in good working order for a decade!

    Have a wonderful Christmas and New Years!

    • Erica Walch December 22, 2014 at 7:44 pm #

      Yeah it’s crazy. Oh well. What’s done is done. Merry Christmas to you and happy new year!

      On Monday, December 22, 2014, Townhouse Turnaround wrote:


  2. Anonymous January 5, 2017 at 1:23 am #

    You have grounds for a Chapter 93A claim of unfair and deceptive trade practices. Send Home Depot a legal demand letter and they will cough up more than $200.

    • Anonymous March 26, 2017 at 3:12 pm #

      No he doesn’t. HD offered free DELIVERY (bring it to your house) and REMOVAL (take the old one out of your house), not free INSTALLATION. No unfair or deceptive practice there.

      I just found this thread because I’m going through this exact process. New dishwasher: $629. Install fee- likely $350 plus an $80 permit from the city ($40 for electrical, $40 for plumbing). In addition, you need a number of requirements to be met: dishwasher on its own circuit, shut-off within 4 feet of the dishwasher, pressure regulator on the hot water line, GFCI breaker in the basement. At least my HD salesman let me know about all of this rather than finding out “the hard way” once the installers got to my house.

      Blame MA building code, not Home Depot.

      • Erica Walch April 11, 2017 at 7:51 pm #

        The banner in the store said free installation and I was required to buy the installation kits for the appliances in order to have them installed by HD. Sorry that you’re going through the same thing.

  3. Tina B September 17, 2018 at 9:54 am #

    Not all appliances are installed for free, website specifies this. Especially if a permit and licence is required, they still have to obey the law ….

  4. fred barnes February 24, 2019 at 9:17 am #

    mass plumbing code as of 2016 requires a water hammer to be installed with a dishwasher .this increased the charge of $149 to $308 .this is mass code not home depot . home depot advertises clearly free basic delivery and some installs. dishwashers always required a plumber to install .delivery drivers are not liscenced plumbers .
    again this is mass plumbing code not home depots rules. if you read its all there in black and white .

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