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U.S. Installation Group Inc.

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Reviews U.S. Installation Group Inc.

U.S. Installation Group Inc. Reviews (4)

DO NOT USE THIS COMPANY! This is by far the worst company to work with, I have no idea how HOME DEPOT gets away with hiring such incompetent, lousy ,ineffecient unprofessional company to do their job I am also surprised that this company was rated a D on this Revdex.com site, in my opinion it should be an F or lower! This company should not be doing businessI had carpet installed in my house in January and it is now May and it still has not been installed properly! (paid in full in January)
PLEASE DO NOT GO THROUGH THIS COMPANY, if Home Depot cannot offer anyone else to do the job go to LOWES

I contracted with Home Depot out of Middletown, RI in December 2014, for installation of about 700 s.f. of engineered hardwood (click-lock) flooring above concrete slab on my first floor condo. I experienced SUBSTANTIAL delays, inaccuracies, lies, avoidance, unqualified personnel, and overall apathy from both Home Depot and its designated subcontractor, U.S. Installation Group. Suffice to say that USIG is filled with workers and managers who are not fully educated on the products they are installing, nor is there any reliable, consistent professionalism to deal with consumer concerns or issues caused by USIG's negligence and inept service. My floor was left partially done two days before Christmas, because the installer claimed I didn't have the correct transition strips or enough material to finish the job. Home Depot and USIG went back and forth, but no one returned to finish the floor for a month. Worse, after I complained to [redacted], a senior executive at Home Depot corporate HQ in Georgia, a regional service manager was dispatched to my home in Rhode Island, and he confirmed in my presence that the flooring installation had been completely done incorrectly (specifically, the underlayment materials were installed against proper procedure and without the moisture barrier protection as intended for those products). The whole floor had to be ripped up and redone with partially new and reused materials. All during this ordeal, I had virtually no interest or help from anyone at the local Middletown, RI store. Awfully friendly, nice people there, but none of them wanted to take the lead to resolve my problem, nor did any of them brief other personnel when going off duty for two or three days. My problem was with me 24 hours a day; my problem, however, was only a 9-5, Monday to Friday consideration for the store personnel.

Eventually, I began dealing only with Home Depot corporate and the regional service manager. They were more helpful and seemed genuinely interested in resolving the problem. The regional service manager, in the presence of USIG managers and sub-sub-contracted installers, witnessed many of the concerns I had raised: untrained workers installing flooring (the USIG manager himself told a Home Depot rep. that he didn't "know the proper way to install the underlayment," yet he was assigned as the project supervisor for my job), a USIG manager who was supposed to be on-site at my home at all times during re-installation (yet he left for hours at a time and was apathetic while on-site- on his cell phone, not observing the workers, etc.), failure to provide me with a mandated inventory of any unused materials (despite that there was more than $1,000 in leftover- much of it unopened- material, USIG told Home Depot that there was minimal remaining product, and it is unclear if that product made its way back to the local store or was disposed of some other way). The day of re-installation, I raised a concern about one area in the living room, where the floor was dipping when stepped on. USIG reassured me that it would "settle" over time, so I agreed to give it a chance to do so. Once re-installation was done, Home Depot's regional service manager told me I would receive a full refund for my ongoing trouble and shoddy original installation. When I heard from Home Depot corporate, however, the reality was that they wanted me to sign a cookie-cutter legal release before awarding me a "settlement" equal to my purchase price. The regional manager had never explained that I would need to sign any release in exchange for what he had misleadingly called a "refund." I went back and forth for a week with Home Depot re: the language on the release, as it had been written completely in the favor of Home Depot, including a clause that I agreed to completely release Home Depot for ANY and ALL claims (not just related to my installation) for anything at all, into the future. Once I informed Home Depot that I would not sign any release unless the wording was significantly changed (to also include my ability to share my experience with others- originally they wanted me to agree to a "gag order" to disclose nothing about my experience), I was FedEx shipped the document overnight. I signed it and received a check two weeks later for my purchase price plus an additional $2,000.

I believe Home Depot then expected I would go away, but the lingering floor dip area in my living room didn't. The regional manager (again, an awfully nice guy who had given me a real feeling of investment and professional understanding while he was directing the rip-up and re-installation of the flooring), seemed to pass off my inquiry to USIG, sending that same USIG manager out (alone) to survey my floor. He agreed there was a noticeable dip but suggested it was within "acceptable" standards. Still, he assured me he would contact the worker who had done the re-installation, to ask what he might be able to do to fix the dipping area. He said he would follow up with me by phone. After four weeks, I still hadn't heard from him or Home Depot's regional service manager, who had promised to follow up with me himself after USIG's visit. When I emailed him (four weeks after USIG's last visit), he didn't respond to me but rather had USIG email me to tell me a very different version of our visit, as well as his intent that there was nothing to be fixed on my floor. I took this as Home Depot's decision not to honor the extended warranty it had provided in my signed release, so I emailed both USIG and Home Depot to let them know of my dissatisfaction. I also informed corporate Home Depot. Once I did that, the regional manager was back in contact with me, saying that he would fix the floor. As I stated, there has been no consistency in action, and I've learned that ANY CONSUMER who does not get satisfactory action from local Home Depot or a regional manager, NEEDS TO CONTACT HOME DEPOT CORPORATE HQ. I started with [redacted] and was then put in touch with [redacted] who identified himself as the supervisor of all regional service managers for a vast portion of Home Depot's national team.

I have more than 30 pages of copious notes about this drawn-out experience, and I am willing to share with anyone upon request. The log includes direct quotes from conversations, emails, documents, etc., as well as day-by-day event chronologies. My legal release allows me to share this, as long as I present my experience truthfully and fairly, and also disclose that Home Depot worked to resolve it and provided monetary compensation. If I can offer any advice to other consumers, here it is:

1. CONSIDER VERY CAREFULLY any thought about having Home Depot install your flooring. Sales personnel are great and friendly, but your order is not filled by them. Instead, Home Depot assigns USIG to install, and this is where things went terribly wrong with my order.

2. USIG personnel, in my experience and personal opinion, were unprofessional, untrained, apathetic, apparently dishonest, and disorganized during the entire process. When it was confirmed that the original worker who had installed the floor to begin with (he was a subcontractor hired by the subcontractor USIG), all of a sudden he disappeared, and a new two-person team conducted the rip-up and re-installation. That team was much more qualified, but again, they are NOT USIG staff: they're subcontractors for USIG and are only paid if the customer signs off on a document following installation, agreeing that the job has been done satisfactorily. USIG presents this document to the customer immediately after the job is done, demanding signature, without giving the customer even a few hours to make sure the job is satisfactory.

3. Ask A LOT of questions of Home Depot before you sign anything. Ask for names of store managers, regional service managers, and any USIG managers who might be assigned to your case. Again, I am NOT recommending you allow USIG into your home, but if you feel you must, thoroughly investigate beforehand. I found interesting online articles about a chief USIG executive convicted of a felony and reportedly "stepping down" from his official post. Apparently, however, the corruption trickle-down may still be in full force with that firm.

4. TRUST YOUR INSTINCT. When you don't get timely alert calls from USIG (and it will happen), and USIG says things that don't seem to be correct or make sense to you (and it will happen), raise a red flag immediately, and contact Home Depot corporate headquarters (again, I contacted [redacted] and [redacted] and demand assistance. Your installation contract will be with Home Depot (only) and NOT with USIG. Home Depot should remain accountable to you and not try to pass anything off to USIG (and this will happen when you hit obstacles in your installation).

5. Prepare for a potentially long road ahead. If you think you're going to have perfectly done new floors for a special event, don't count on it. Give yourself plenty of time to deal with all the delays, inconsistencies, errors, communication lapses, etc. You will experience them.

6. Consider shopping around for alternative installers (there are many, and if you ask if they can match or come close to Home Depot's quoted pricing, you might be surprised to find some willing to do so). You'll may also benefit from smaller, more customer-oriented service that is aimed at providing a genuinely professional, satisfactory product.

+1

US Installation Group is contracted by Home Depot when you buy rugs in many markets such as New England. They are responsible for getting the rugs into their facility and then delivered to your home by their carpet install teams. We recently ordered two sets of rugs, a 7 day rapid install and a regular special order. The staff at the Home Depot in Plymouth MA set this up as two installs because there was the clear understanding we were ordering one rug for more immediate delivery, while the other would lag a week or two.
We planned our moved based on the 1 week delivery time and went about our business. A few days after purchase we get a call telling us all the rugs are coming in together and that they'd rather do one install versus two if that was okay with us. We said fine and it was scheduled for December 9th. Multiple times leading up to the 9th we were called to confirm the install on that date, including a call before lunch on the 8th just 24 hours prior to confirm install the next day. We go ahead at that point and confirm the movers for the 10th and are committed to the $2k+ for the move. About 6pm that evening on the night before the install a message is left saying they didn't get the rugs and are not coming at all on the 9th - not for the "rapid" install, not for the off the shelf carpet for the hallway, not for the special order. No apology, no explanation how they could confirm 5 times prior only to cancel.

The store gets involved and is told that they will come out on the 9th and do an install of some of the carpets between 12 and 3pm. At 230pm we receive a call telling us that they are late and will be there by 4pm. At about 4pm we're called to be told they aren't coming at all. No apology again. Later that evening we are told they will be there at 7am the next morning so they can beat the movers. At 730am they are not here and we're told they are "cutting the rugs" by the US Installs general manager. Meanwhile when the installers show up at 830 they tell us the rugs were already cut but the delay was having to wait for the other installer who had them in his truck. Better yet he only has one rug and not even the off the shelf, available in every store in the USA rug for the hallway! The store says the rugs are on the "truck" the installer takes me to the truck and shows me the papers showing the full install but he only had papers for the one room today. At one point a call takes place on speaker phone where the General Manager for this company is telling the Home Depot store one thing, the installer/us another. Clearly this is a shell game of which excuse will work for this customer on this day.
Two days later another installer shows up with the off the shelf rug for the hallway despite me telling Home Depot Corporate Support that was egregious and not needed - that we could wait until the final rugs were in. In fact we specifically said don't do it but they did anyway. Saturday we are told the final rugs will be installed Monday which they were.
There is no communication between the stores and US Installs and the stores, even management have no control over what this company does. With an F Revdex.com rating you must carefully weigh purchases of carpets and other items to be installed by US Installs from Home Depot. After decades of heavy purchasing from HD exclusively I will spend next to nothing there and am going out of my way to frequent Lowes. I've had to file a police report on missing technology devices after the install and Home Depot and US Installs could care less. Their install teams left expensive tools that I notified them about immediately and of course they've never come back...not sure I would either given the circumstances.

We have spent thousands more in moving costs, "missing" devices that appeared two days later on a popular auction site, and probably 20 hours on the phone being given misinformation, inaccurate information or just plain lied to by US Installs General Manager. Home Depot Corporate HQ handed it off after the potential theft and we were promised we'd hear from a District Service Manager over a week ago so a claim could be initiated but nothing has been done and no calls have been made.

With an established F rating at the Revdex.com one would have to think corporate Home Depot is aware of the situation but doesn't care. In the future I will always ask which company will do the install and will thoroughly check them out on the Revdex.com site and similar before using them. This was the singular worst experience in my life, nor have I seen two companies so clearly attempting to avoid responsibility. I'd also suggest you verify they've run background checks on their installers.

Avoid this company at all cost!! We are on our 3rd tile redo which is going into the 4th month. We are so sorry we went with Home Depot and USIG. They have a total lack of concern for customers. Certainly give Home Depot a bad name. We went to home depot for title and laminate throughout our home. They contract with USIG Clearwater office. Took a month for job to be scheduled. That was the 1s bad sign. Tile job was completely botched and had to be redone. They chipped tiles and damaged surface of bath tub. Just made huge mess..They still have to come back again to replace chipped tiles. Still waiting for a Kitchen install which is a whole other story.
Overall, there is a lack of honesty, customer service, reliable technicians, solid scheduling, and communication between HD and USIG.
I'm posting this to hopefully warn others before deciding to use this company. Has been an awkward and stressful situation!

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