D-W Flooring, Inc.

Purchased a new storm door from Home Depot back in July 2012. Home Depot contracted out the work to install the door to HOM Solutions. Upon arriving home and seeing the new storm door, it was quickly evident that the door frame had shifted a considerable amount. There was a screw on the upper right hand corner of the door that had popped out by approximately 1/2 inch, we had to remove the screw because it was preventing the door from closing. In addition, we could no longer close our other door (not the storm door) with out it hitting the door frame. The door was also really hard to lock due to the door shifting with the frame.

I reached out to HOM Solutions and Home Depot to get the issue fixed. HOM Solutions came by 7/27/2012 and were not able to fix the issue. At that point Home Depot filed a claim with [redacted] to further resolve the issue. After working through the claim, HOM Solutions came out again in the middle of August. The solution was to install both doors with longer, better screws. It appeared that this had fixed the issue and we were able to close and lock the door with ease.

Fast forward a few months later and gradually the door had shifted and now was hitting the frame again. I reached out to Home Depot on 1/20/2013. On February 1st, Scott a HOM Solutions Technician, came out to attempt to fix the door. He again tried longer, better screws. This again did not fix the problem and Scott indicated that due to the frame shifting and repeated attempts to screw longer, better screws that there was no longer any wood behind the hinge to attach a screw (so they had actually made the issue worse). At this point, it has gotten so bad that you can literally pull the screw out of the door frame with your hands (ie the screw is essentially floating).

Since, they were unable to repair the door, Home Depot filed another claim with [redacted] sent me a letter on February 21st stating that HOM Solutions would address the problem. A week later I had not heard anything so I reached out to HOM Solutions. The next day, I received an email from [redacted] stating that "From what I understand the damage was not caused by any negligence on the part of the door installer. The damage is related to the door itself." HOM Solutions convinced [redacted] that it was not their issue and that it was a door manufacturing issue.

The door is getting worse by the day and at this point is very difficult to lock, due to the frame shifting so much. I have been very patient through this whole process, however this issue has gone on too long and we are no closer to resolving it. Someone needs to take responsibility to resolve this issue. Home Depot has the ultimate responsibility since they sold us the door and services. HOM Solution has maintained that it is not issue, however they are the professionals and either A) installed the door incorrectly or B) should have recognized there was an issue and never installed the storm door. [redacted]'s decision to send me a letter stating HOM Solutions would be addressing the issue only later to rescind their decision and say it was a manufacturer issue (and offer zero explanation what change), crosses the line of being unethical and unprofessional.

Here are all the main contacts that I have worked with:

Home Depot Operations Manager
[redacted].com
[redacted], Denver, CO [redacted]

HOM Solutions Inc
[redacted]

Todd Keenan
HOM Solutions Inc, Regional Sales Manager
todd.keenan[redacted]
970-481-4286

Garrett Kaplan
[redacted] Claims Management Services Inc., Claims Representative
Garrett.Kaplan@[redacted]cms.com
800-253-4527 x 81414

I can provide pictures of the door that were provided to [redacted], emails detailing the whole process, and the letter from [redacted] on Feb 21st if needed.