Karen Riley sent a message to Craig Menear - Chairman, CEO and President of The Home Depot email address that said:
I have a serious issue with Home Depot and Home Depots extended warranty company.
Last Thursday night, July 20th, our refrigerator stopped working. Friday morning my husband called the extended warranty number which was on the paperwork from the sale of the refrigerator. His call was transferred 7 times before he was able to talk to someone regarding the issue we were having. The representative said that she would not be able to get anyone out to look at the refrigerator until the following Wednesday, July 26th. My husband asked what we were supposed to do with all of our food and the response was, Well that is why the warranty provides a $300.00 lost food provision . First of all, we had more than $300.00 worth of food in the refrigerator and freezer, secondly that is a totally unacceptable answer! The representative said she was sorry but there was nothing she could do.
My husband took the paperwork and went up to the Home Depot where we bought the refrigerator and talked to a manager there, who politely said he was sorry, but there was nothing he could do either. So we will sit here and wait for the service person to show up on Wednesday at who knows what time.
I can tell you right now that we will never buy another appliance or warranty from Home Depot, as a matter of fact, we will never step foot in another Home Depot. You have lost our business for good! I have informed all of my family and friends about this situation as well. It will be up to them if they want to suffer the consequences of dealing with Home Depot and their affiliates.
Merchandise # FGHF2366PF
SKU # 1000-011-076
5 year Protection plan $150.00
Update as of Thursday, July 27, 2017:
The service guy came out on Wednesday, opened the refrigerator, took a picture of the serial number and said he would have to order the part. He didnt even run any tests to see what was wrong. He said he would call to let us know when the part would be installed. He never called. My husband called the service department Thursday morning and they said it would be 3-5 business days for the part to come in and they had no idea when the part would be installed. We are looking at about three weeks without our refrigerator. This is totally unacceptable.
I want my money back for the refrigerator and service agreement so I can go elsewhere to purchase a new refrigerator.
Thank you for your time.