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Home Depot complaints

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1100 Liberty Park Dr
Hurricane, WV 25526-8870 | Get Directions

(304) 760-0444

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Total Amount in Dispute:
$0.00

Total Amount Settled:
$0.00

Complaint Experience

Complaint Resolution Index (CRI)

Complaint Resolution Index (CRI) Explained The Complaint Resolution Index (CRI) is an indicator on how responsive a company is in addressing and resolving customer complaints brought to their attention by BCA. If they are considering doing business with the company, consumers can use this indicator to forecast the likelihood of having their issues addressed if a problem arises. CRI measures the company's customer satisfaction abilities through BCA’s complaint mediation process.

A variety of factors are considered when calculating CRI. This includes how quickly a company responds to complaints, the number of complaints against a company, whether the company addressed complaint allegations, and the outcome of the complaints. CRI is just a subset of the overall rating for the company. Consumers are encouraged to take into consideration the company's CRI, their overall BCA letter rating and other relevant information about the company so they can make a well-informed purchasing decision.

BCA's Summary and Analysis:

Our complaint history for this company shows that while the company did respond to the one complaint brought to the company’s attention, the response did not address the complainant’s allegations.

Complaint Closing Statistics

1 complaints against Home Depot closed in last 3 years.

Complaints	Type of response
0	Making a full refund, as the consumer requested
0	Making a partial refund
1	Agreed to make an adjustment
0	Refusing to make an adjustment
0	Refuse to adjust, relying on terms of agreement
0	Unanswered

1 complaints against Home Depot

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1/13/2022

RESPONSE: Agreed to make an adjustment Amount in Dispute: $0.00 Amount Settled: $0.00

Customer Complaint

12/3/2021

purchased a Whirlpool refrigerator in April of last year. At that time I purchased a 5yr extended warranty. The freezer stopped freezing correctly about one month ago. I contacted Asurion who contacted a local service company to come look at it. They came and said it was the power switch and he would have to see if he had one or if he had to order it. He said he would let me know. I didn't hear back from him for almost 2 weeks. He came and put the switch in and said to let him know if it didn't work. I called him the next day and told him it still wasn't working correctly. He said he would have to research it and get back to us. Once again, I heard nothing from him. I called Asurion again to find out what the issue was. The man I spoke with said he would set us up for another service call. I ask him about the replacement policy and was told that wasn't what I had purchased. I ask him about the $50 I'm supposed to receive if not repaired within 24 hours. I was told he would have to check on that. Resolution Sought Replace this refrigerator/freezer with a new one, refund the money I paid for the warranty, and pay me the $50 as stated in my warranty papers.

Company Response

12/29/2021

We called and informed Asurion of the complaint since we sell protection plans for appliances for this service company. The plans are for consumers to reach out to them to get service on the appliance and contact for appliance repair. I have attempted to contact Ms. Taylor and the number provided above is not a working phone number. However, on 12/10/2021 we contacted Asurion on her behalf and they ordered the part needed to fix this appliance. It was on order and the service provider was Town and Country. Since she has no phone number to reach her at this time, we are unable to ascertain from her if the appliance has been repaired to her standards.

Customer Rebuttal

12/31/2021

Asurion said they were going to pay us for the refrigerator since they are no longer made. We are supposed to get the check soon. I'm not sure what phone number you have. 304-562-6400.

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