Home Services at The Home Depot

We trusted Home Depot Home Services and spent $15,000 to redo our entire roof, gutters, siding, and windows. They now will not take responsibility for a failing roof.They outsource their warranty claims to a third-party company, so if you think you're paying for Home Depot to handle your project, you are wrong. All they do is outsource to a local sub-contractor, up-charge you, and pass you off to someone else when you have issues. Job 5194195 (roof), 5197804 (gutters), 5197807 (siding), 5197811 (windows)Work completed in September 2010.I started my first contact with Home Depot in mid-April 2020 and it is now July 3rd 2020.Our roof is shingled in the front and low slope membrane in the back due to the differences in roof angle. The low slope membrane has started to slide down and is exposing the layer underneath. Turns out, Home Depot only registered a warranty for the shingles and not the low slope membrane. This is a ridiculous mistake. Who only warranties one side of a roof when the entire roof was being redone? The shingles were warrantied for 30 years, so had they registered the warranty for both like they should have, we would've been covered until 2040.I called the original branch in Long Island that handled it but they are permanently closed. I reached out to their customer service line to file a claim but this is when I found out Home Depot doesn't handle their own claims. They outsource to a company called Genpact. I contacted them to file a claim and they said they'd reach out to me in 3 business days. They didn't give me a claim number nor a contact number other than their general customer service line. 5 business days pass and I call them again. They said they have no record of my request. I asked to put in a request for a claim again. 3 more days pass and I finally get a call telling me they have contacted the product manufacturer, GAF, who will be reaching out to me. A few more days pass and I get an email asking me to send physical documents. I send in the physical documents and wait. About a week later, a very pleasant GAF representative named Paige calls me and tells me they'll be sending out a local contractor to assess the situation and create an inspection report.After the inspection report is submitted to GAF, my claim is denied. This is when I found out Home Depot only registered the warranty for the shingles. The contractor even helped me call Home Depot to explain the situation and they refused to even look into it because it was 'so long ago'. I called the local Home Services department at 131-35 Avery Avenue in Flushing, Queens and they said they'd get back to me but never did.Since Paige was part of the shingles department, she had me transferred over to another department to handle the low slope membrane claim. After a month of investigating, they admit product failure but will only cover material costs of $350. Well $352.31 to be exact. I now have no choice since time is of the essence with roofing issues. I am forced to pay nearly $5000 for repairs or I risk damaging the rest of my house when it rains if I wait any longer.If you are reading this review and are looking to have Home Depot handle your project, I urge you not to. I handle construction projects for commercial stores in NYC, LA, and SF for a living , but 10 years ago I was in High School and my parents didn't know any better. Find and vet your own local contractor. Ask for multiple estimates and always check online reviews. Call them and email them a few times to gauge their response rate and quality. It's more work upfront but I promise you it's worth it. Support small businesses where you can actually reach someone who can help you.I tried my best to resolve this following their rules. I'm just one homeowner and Home Depot is a multi-billion dollar company, so I am using the only tool I have to get some recourse; posting my review all over the internet.I am not an unreasonable person. If someone reaches out to me who can actually help, I will happily edit this review.

No one attend to your needs. They simply don't care!