Barlow Company, Inc.

I was very impressed with the timelyness of delivery and pleased with the professionalism of the delivery crew. I definitely will be doing business with this company in the future.

Researching damage.  Will have additional response once information is collected on claim

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

Better Business...

Bureau:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

I bought a dishwasher from Home Depot on Sunday, November 20th and was told that delivery and installation would be on Friday, November 25th. We received a telephone call the workday before (Wednesday) with a window of delivery and installation between 2 pm and 5 pm. After 5 pm, with no phone call from the installer, I called Barlow's dispatcher who told me that they have not heard from the installer and they had tried several times to call him, but either his phone is turned off or not working. I waited until 8 pm and called Home Depot and spoke with the salesman who sold the dishwasher. He tried to call the company and found no one there and no way to leave a message because the messages were full. On Saturday (today), I called Barlow's at 8:30 to find out where my dishwasher was and was told that it was sitting in Tolleson and that the earliest it could be delivered is Monday. I called Home Depot and spoke with the store manager and gave him a run down of what was going on and that I was not satisfied. Knowing that Barlow's also delivers to Prescott on Saturday, why would my dishwasher still be sitting in Tolleson when they should have made it a priority to take care of delivery first thing on the day after it was supposed to be done? Home Depot, you are making me a Lowe's customer very quickly. I am still waiting on a phone call from Barlow's to let me know what time on Monday I have to be here, missing work. The best Home Depot can do is to offer me $50 off the appliance that I have already paid full price for? Not acceptable. As far as customer service at Home Depot, their sales representatives are great to work with; they just can't deliver total satisfaction when they have a subcontractor who doesn't care.

UPDATE: We never received a telephone call on Saturday (as promised by a representative of Barlow's) to give a new delivery time for Monday. On Sunday morning (Nov 27th), I called our local Home Depot store and spoke to an assistant manager who looked into the computer system and said that we would be getting an automated telephone call from Barlow's before the end of the day - this never happened. She also told me that according to the system, the delivery would be on Monday afternoon between 2 and 5 pm. How can I trust anything anyone at Home Depot says if what happens never occurs - no phone call as promised by the company and no automated call from Barlow's. Home Depot needs to do a whole lot for Service Recovery because their subcontractor failed the system.

UPDATE #2: I called Barlow's at 8:00 am and asked if the delivery was on the schedule for today and was told that again the dishwasher had not been loaded for delivery. I asked to have the President or Vice President of the company to return my call when one of them came in today (this never happened so therefore any complaint about service can never reach those in authority). I called Home Depot and spoke with the store manager and she was shocked that Barlow's was not performing the service that was required. After a few minutes on the telephone, the store manager asked me to come to the store for a partial refund. The manager also called Barlow's to inquire about delivery and installation and was told that it would be Thursday this week and the manager told them that was not acceptable, so arrangements were made for delivery and installation tomorrow (Tuesday) between 1 pm and 4 pm. What I feel bad about is that Home Depot had to resort to refunding part of my money to keep me as a customer when it would have been easier for them to get a unit and hire someone to deliver and install it for less than the refund they made to me.

Where do I begin? This experience with Barlows distribution is surely negative.

My wife and I purchased a new refrigerator from Home Depot with a scheduled delivery date of 3 December 2016. Scheduled mind you - at the store. We were told the delivery folks would call us to confirm delivery date and time - they did - on the Friday before (2 December) they called and left a voicemail with my wife stating between 5 and 8PM on 3 December - so far so good.

Between 5 and 8PM came and went on 3 December with no call no show by Barlows. OK, understandable - everbody gets busy from time to time right? So I call on Monday (Barlows is closed on Sundays), December 5 wondering where my fridge is - Barlow apparently told Home Depot - or entered it into whatever system Home Depot can access to get or give status updates to their customers - that they tried to call - THIS is a lie - and they attempted delivery - THIS is a lie as well - and even knocked on our door - THIS is a complete lie. My wife and I were home with our kids watching a movie in the living room all night - excited to get our new fridge weve been waiting for since Black Friday. When I spoke to Jillian - (apparently the warehouse supervisor) I asked when might it be delivered - she originally stated Thursday 8 December - I asked why we wouldnt go to the head of the que for delivery since they couldnt complete the ticket on the SCHEDULED date - all she had to say was that 8 December was the earliest available. So I went ahead and said that seems ok but I need to arrange time off so I can take delivery - or my wife will - so I called my wife to let her know what was up....20 Minutes later I call Barlows again to confirm delivery on 8 December - only to talk to another individual who say - oh yeah - Jillian told me, we cant deliver on Thursday (8 December) its now the 13th. Just IMAGINE my dismay and utter shock. These guys are a S--T show. They dont know what they are doing or so it seems - I cant believe that Home Depot uses them as their subcontractor and is definitely not doing right by the people that signed their contract. They should be canned and thrown to the curb. Worthless is the only word I can come up with. Ive spoken to them a NUMBER of times today and get the same dog and pony show it appears virtually every other reviewer on this site has - it seems to be OUR fault according to them - yet they have falsified information - out and out LIED to Home Depot, lied to my wife and I - and basically called US liars to Home Depot when we began the process of tracking down our fridge. Home Depot will NEVER get any more of my money for an appliance again - ever - period - until Barlows is done as their sub.It is truly amazing to me how a reputable company like Home Depot can allow anyone they entrust their customers satisfaction with to operate in this fashion. - Shame on Home Depot - and shame on Barlows - both companies should know that this IS NOT the way to do business.

[A default letter is...

provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Customer was contacted today 04/22/16.  Customer is telling us third time was a charm.  All is fixed and she either has or will respond to Revdex.com to confirm  services were preformed to her satisfaction.  We will send a gift card to compensate for her inconvenience.

[redacted], the Customer Service Manager called and spoke with [redacted] and explained the routing procedure as well as the limitations in requesting a timed delivery.  Our contracts with ** and The [redacted] are clear in that we may not be able to ever guarantee a specific time.  A...

[redacted] associate may list a preferred time at the time of the sale to the customer but the associate is also responsible for making sure the customer understands that these requests are given but may not be honored due to volume of deliveries in specific areas.  [redacted] seemed satisfied with our explanations and mentioned he intends to withdraw his complaint.  Barlow will be sending him a gift certificate for a dinner for his inconvenience.

Barlow customer service: that's a perfect name since they set the Bar Low for customer service.

Barlow called me on Saturday to say my washer would be delivered on Tuesday. I said my son wont be home until 2:15. They said that's not a problem, the drivers have to wait 40 for someone. On the day of delivery the driver called me and got my voice mail. His message said I am on my way and should be there in 30 to 40 min. I called him back at 1:10 and got his voicemail. I said my son wont be home until 2:15. About 20 min later someone from Barlows called me to say he was there and waiting. I called Barlows back and told someone who answered that he wont be there till 2:15, that person said that should be fine. I also sent a text to the guy since he did not answer my three calls or return my Voice Mail. My son came home and the driver wasn't there. I called Barlows and they said he is already back at the warehouse. I said you guys told me he would wait. The lady put me on hold, came back and said there is no one here that remembers that call. I said I can send you a screen shot from my cell of the call I made and the time. She said that wont matter. I said well are you sending him back, she said no. I asked why, because he doesn't do that. I said isn't he your employee? She said no he is contracted out. I asked to speak to a supervisor and she said she was the supervisor. I said you do realize you are giving me horrible customer service and she said I know but there is nothing she can do about it. I then asked when can you bring it....she said Next Tuesday. NEXT TUESDAY?? Why not tomorrow I said. She said we are booked. I said I know, I was one of the ones that was booked for today and you guys lied to me. DO NOT USE THIS COMPANY, they will lie and say it is your fault. When you offer them proof they will just say that still wont do any good. They wont lift a finger to correct their mistake either. My next call is going to be to Home Depot for contracting out this horrible place

After researching this claim, it has come to our attention that this file was not responded to as Ms [redacted] has claimed.  There was an over site due to a move in the office location where this file was being prepared.  A check will be issued for the damage immediately with an apology and...

gift card for her inconvenience.

Barlow's letter confirmed exactly what my complaint its about.Barlow's management stated their facts according to their 3...

employees. Barlows never made any attempt to call me or my witnesses to corroborate their employees stories. what kind of company refused to allow the client to tell their side of the story?. NOT ONCE BARLOW CONTACTED ME TO HEARD MY VERSION!!!!!! The disagreement started because I requested the day before booties and cardboard .BARLOW'S EMPLOYEES told me they were not aware . They didn't have anything to protect my brand new floors. At the letter  they're stating they had cardboard . NOT TRUE. NOT once their employees offered the cardboard . After Barlows told me the washer was damage I asked many questions. not one question was answered. the hispanic employee picked up the phone I started to complaint to the company .I called GE home delivery services and reported his unprofessional conduct. I was never offered to keep the dryer or the stackable kit. not once. I was never offer to reorder the appliances trough Barlows. on purpose Barlows mislead the facts at the letter . They alledge they never had contact with me after july 15. NOT TRUE.please read attachment . for complete facts

This complaint is a bit unusual, in the fact that the damage that occured should not have because there should have been a steel plate over any lines behind the wall, especially in or around the stove area. The purpose if the steel plate is to prevent any kind of mishap with unseen items behind the...

walls.  This is a standard safety practice that should have been put in at the time the home was built.  We install a high volume of microwaves and a template is provided with each product showing exactly where the screws are to be placed.  In this case the protective plate that is placed there to prevent this type of situation from happening was not in place. The installer was following the instructions set forth in the template and no way of knowing there was any kind of line the wall.  Had the protective steel plate been in place the installer would have stopped drilling and known there was something behind the wall. Barlow is in the process of doing additional research to find out what course of action may be taken in an instance such as this where a claim has arisen from a potential oversight by another trade.

This claim will require research.  I will contact the person responsible for damages as well as the field supervsior who has done the initial repairs.  I will need an avenue to respond after I have collected the required information.

This complaint involved researching and verifying information from several different parties.  Barlow, The [redacted] and [redacted]  Please see attached letter.

I wanted to share an exceptional experience! I had a dishwasher scheduled for delivery by Barlow on June 11, 2016. After calling ahead to let me know they were on their way, I am greeted at my door by Juan. He was friendly, personable, well groomed, introduced himself and shook my hand.

He and the other fellow with him made sure to be as unobtrusive as possible (rare for most folks working in your home!) and made very little noise. They talked quietly to each other as they were installing the unit. hey were efficient in installing the dishwasher and as they were preparing to leave, you could hardly tell they had even been there - they made no mess and cleaned up after themselves. He thanked me for my business and shook my hand again.

Prior to leaving, he explained that GE may call as they take their customer service very seriously and hoped that I was pleased enough that I would rate him a 5. I can assure you I will!

Although they seemed to be "in and out", I did not feel they rushed and they were both professional. Unlike many service contractors I seem to have had lately that are messy, not overly communicative or friendly, unkempt and excessively noisy, these two gentlemen were a breath of fresh air!

I am contacting our damage department for additional information.  I am unable to respond again to this complaint unless you respond to this response.  Please allow me 24 hours to do additional research then re-through this forum.

Barlow's is in the process of working with this customer.  Our senior CSR [redacted] has been in contact with the customer and we are sending a field supervisor on Saturday to examine the issue and see what can be done to correct.  Our contracts with [redacted] are very specific...

about what we can and cannot do for a customer.  There appears to be an issue with customer's shut off valve not functioning correctly.  Barlow will make every effort to help to resolve this situation.

I bought a washer and drier from Home Depot. They had Barlows Delivery deliver and install them. They installers put the washer where the drier goes and stretched the hoses and then turned the pipes so the hoses would reach. They put the drier where the washer should be and stretched the vent across the washer. I questioned this and they said that's the way it needs to go. After 7 loads of laundry I noticed my new carpet was soasked in the room behind the laundry room. I quickly turned off all water and called them. When they came out, the water had be leaking in the wall from where they had popped the seam on the pipe when they turned it in the wall to reach the hoses. What a mess, I had two walls soaked and ruined, my new carpet was soaked, I had no water and a broken pipe. They said... in broken English, "it not our fault". REALLY!!! What a POS company with NO care to the customers, or responsibility to their own actions. This company should not be in buisness!!!! I have pictures of all their mistakes and damages.

I do not understand why Barlows is not taking responsibility for a faulty install their installer made, and instead blaming it on [redacted] Homes, my home builder. It seems irresponsible, dangerous, and negligent on their part. To suggest that the builder does not follow standard safety practices is shameful and slanderous on Barlows' part and only shows they are trying to shift responsibility for their actions of a faulty installation on to a third party. A steel barrier behind all walls will offer all kinds of protection for accidents. However there is no code violation by [redacted] Homes.
I have spoken to a representative from [redacted] Homes and also with HVAC licensed professional Chris S[redacted] from [redacted] and they both tell me there is no such code regarding AC coolant lines and metal plates. They further state that had the installer checked for where the studs were in the wall this would not have occurred. The installer missed the stud and hit the coolant line. It was clearly his mistake. In addition to his mistake, he neglected to notify me that he drilled into the copper coolant pipe and not a stud.  I would assume a true professional would have stopped the installation and rectified the situation immediately before further damage, instead of covering it up and not informing me of the damage he had already caused.This was a replacement microwave not a new installation, no reconfiguring of the space needed to be done just replacement. 
I have also talked to my homeowner's insurance company asking if this could be a claim. They have denied my request due to improper installation of the microwave by Barlows. I am not asking Barlows for anything but to fix the mistake their installer made. It is their responsibility and their obligation to do so and I would think Barlows would be concerned about the integrity of their business and do what is right, fix the mistake they made at installation.

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,[redacted]