Lannie Arrington-Home Depot-1697380625

I am a Black Senior Citizen on a fix income. I wanted to refresh my home after 15 years ago so I chose Home Depot and they USIG for flooring. I feel Home Depot and USIG took advantage of those facts and they did not have to provide quality work in my home. It has been a total nightmare to get quality work and resolve the bad job. On 07/26/2023, I entered into a contract with Home Depot for kitchen and foyer tile. Home Depot uses USIG for their installation in Flooring. I selected the tile and grout over the phone where the grout looks like a dark gray but ended up being a light color. Due to continuous issue, I file a BBB complaint and the Executive office gave me 2 different Home Depot Gift Card. The gift cards wear great that meant less out of my pocket.Then after I was told to go into the store make the payment in which I did. I went into the Silverlake store to make the payment and did not have anyone available. It took approximately 1 hour and 30 mins to get assistance. The USIG flooring installer came out to install the floor tile stating he came to install tile in the kitchen and foyer. Before he started to make sure there was enough materials to complete job, he needed to call USIG. USIG told him to install only the kitchen. By this time I was frustrated and angry so I had to file another BBB complaint. Filing BBB complaint is the only way I could get anything done. I receive a call from Karina (Silverlake Store) stating they agreed to tile the foyer which is what I understood. The installer started the install setting the tile too far from each other. I mentioned it to him and was told they would be close where he said it would be fixed. Then I told the installer the grout was too light and should match a color in the type…a darker gray. The installer says it would darken which wasn’t true. I continue to check as he progress with more and more issues that brought to attention of the District Manager -Ahmad. The district manager was very dismissive so sent the installer out a 3 rd time to correct the issues. There were more complaints filed and I spoke to Brian in New Orleans. I asked Brian if he could send another Manager out because Ahmad did not care to resolve the issue only to guard the bottom line. Brian says he did not have anyone else to send so I had to deal with it. They scheduled another installer to correct the issue. Ahmad called me on 10/09/2023 @ 8:30 am asking if the installer came out on 10/07/2023 Saturday. He knew an installer did not come to my home Saturday that was another tactic to frustrate me. Then I received a call from Elizabeth the morning of that the installer would be at my home within 20 - 30 minutes. I received a second call from Elizabeth asking to give the installer another 15 minutes. She said the installer went to Home Depot for the grout. Due to their dishonesty, I asked the installer where was the grout and was told it was for another job. And that job was scheduled this morning @9:30 am and he arrived to my home @ 9:00 am. So USIG had no intention to correct the issue. I called the Karina and left msg about the issue. She called stating she would call me that evening, then she’ll call me once a decision is made, the third day I called no resolution at all. Karina did not call me so I left a voicemail , I emailed Jessi C no response 3 times and 4 voicemails. I receive a Docusign from Patricia Oa stating Home Depot will refund back to the original payment method $1441.00 instead of correcting the issues. I paid 1757.00 for the job not including the inconvenience and time spent requesting BBB assistance. I left a voicemail with Karina again and receive a call the following day with her explanation. She says Jessi told her I would receive something via email and I could get someone else to resolve the issue. I told her the money is unacceptable because they did a poor job and I want it resolved by Home Depot and USIG. What would it do to accept money and I would need to buy the materials again and pay more labor. I am very surprised that Home Depot and USIG care so little about their quality of work and reputation. In an effort to correct the issue, new tile, grout and the labor would be more costly for them. They chose the lesser of the two which is unacceptable.