A few years ago we purchased a beautiful french door LG refrigerator from Home Depot. Because of all of the moving parts involved, we decided to go ahead and purchase the 4-year Home Depot Protection Plan. When deciding if we wanted to purchase the extended warranty, we asked the salesman specifically if the warranty would cover the refrigerator doors. We had read that the doors on the French Door models (and more specifically the door that has the air-tight latch) were the most likely parts that needed repairs and replacements. The salesman reassured us that by purchasing the $79.95 4-year Home Depot protection plan, we were ensuring that everything including the doors would be covered.
By the way, for those who need it to be funded, they also offer 1F Cash Advance. This option is available not only for financing home improvement products and services but also for the coverages like this.
When we first got the fridge home, we noticed that the doors were very loud upon opening, but it never was a problem. It’s funny the way it works; nothing is ever a problem…until it’s a problem.
Over a year after purchasing our new fridge, one of the doors began sticking every time it was opened or closed. It had gotten to the point that we had started warning family and friends not to open that side of the fridge. Finally, when the door became difficult for even my husband and I to manage, we called Home Depot and told them about the issues we were experiencing. Since it had been over a year since purchasing the fridge, we were told to call the company through which we had purchased the Home Depot protection plan (which is not the same company).
No problem, we thought. We had saved all of the paperwork, so didn’t think this would be any issue whatsoever. I called the warranty company and scheduled a repair person to come out to our home and assess the damage to our refrigerator. Again, no problem.
A few days later, I welcomed the repairman into my home where he spent exactly 30 seconds looking at my refrigerator and assessing its damage.
“Ahh, this is broken.”
“I know. It’s almost completely unusable at this point. We just open the other side and reach into that side if we need anything.”
“Well, this entire door will have to be replaced.”
“That’s what I thought. So when can we get the new door?”
“Well, you’ll have to purchase the door from the manufacturer and find someone to install it for you.”
PURCHASE? Did this goober just say the word “PURCHASE” to me? Nearly laughing, I reminded him that I had already smartly PURCHASED a 4-year extended Home Depot protection plan to cover this kind of issue.
The large man sighed and wiped the beads of sweat from his forehead. Trying to get away from me, no doubt, he claimed he’d have to make some phone calls. He was starting to piss me off, casting a large, repairman-crack shaped shadow over my sunshiny disposition, so off he stalked to the mother ship to make some calls.
Upon returning from his work van, he told me that I was SOL. Well, he didn’t use that term, but that’s all I heard in his pathetic explanation. He told me I should be expecting a call from someone in the customer service department to explain why my claim would not be honored by his company. Three seconds later, the phone rang and I was told by someone whose entire job is to deny any and every claim that lands on his desk that the warranty does NOT cover damage. When I explained that the “damage” was due to defect, he told me that the warranty doesn’t cover defect either.
Hold the press. A warranty that doesn’t cover damage OR defect? What exactly does it cover? Only perfect parts that don’t need replacement or repair? Why on earth would I even purchase a warranty if that’s the case?
Over the next several weeks, we spent many hours speaking with customer service representatives from the warranty company, but were getting absolutely nowhere with these people. Finally, we switched direction and started calling and tweeted to Home Depot’s corporate office. After all, it was one of their associates that talked me into giving this company $79.95 for nothing. Home Depot’s customer service representatives were so much nicer to us! Instead of back-pedaling and throwing excuses at us, it seemed that they were honestly concerned about reaching a resolution with us. In speaking with a couple of different reps, we learned more about this awful warranty we were sold.
Apparently, a lot of customers had similarly frustrating issues with this warranty company that didn’t seem to want to honor any claims whatsoever, no matter if they were legitimate or not. This sort of bullish treatment ultimately led to Home Depot dropping this company for good. Rest assured, if you buy a product from Home Depot today, you will never have to deal with this despicably shady warranty company. Home Depot kicked them to the curb!
Making a long story short, in the end, Home Depot sent us a check to cover the cost of the refrigerator door and some of the installation. It didn’t end up costing us much and we’re okay with the amount that we had to pay. Because of this experience with Home Depot, we will continue to shop there. We will tell all of our friends and family what a nice company they are. After all was said and done, I don’t reserve any negative feelings toward Home Depot in any way. I think they are a company that cares about their customers, which is why they no longer work with that awful warranty company. As we learned from Jeff’s experience with Hyundai, it can be quite costly to not hold up your end of the deal and do what’s right, so we’re glad Home Depot stepped up and did the right thing. In fact, they really went above and beyond considering everything.
After we’ve paid off the last bit of debt and saved up the money to do so, we will definitely be returning to The Home Depot with open arms! With all the home remodeling projects I have on my eventual “to do” list, I’m sure they’re happy to hear this!
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