We’ve lived in the same house for nearly two decades now. On a lovely December day, we decided to switch out the original vinyl flooring for tiles. We spent a lot of time thinking about this before we came to the final decision. We found beautiful tiles at Home Depot. They were only available online. We window shopped at several stores and kept coming back to Home Depot. Eventually, we got the paperwork done there. We carefully went through all of the options that they gave to us and decided on what best suited our home. The plan was for the crew to start after the 2020 New Year. We were given a time range of a week max to finish the job. Ultimately, it took over a year and a half to finish the entire process. We moved all of the furniture, refrigerator, stove, dishwasher, washer, and dryer out of the soon-to-be tiled area into the living room in preparation for the crew. The crew normally came late. There were times when they didn’t come at all. They worked on a small area each day. We made sure to avoid stepping on the newly worked area at all cost. We noticed some issues after the first day. The tiles were unevenly laid (the tiles were laid at different angles aka not flat and the spacing between tiles were uneven – some spaces were about 1 cm and others were 2 mm). We asked them about these things, they reassured us that the tiles will settle into place once dry. Additionally, we questioned the large gap between the tiles and the wall. They said that they would finish the edges last. Fast forward, it took about two weeks for them to finish laying down the tiles. We were extremely dissatisfied with the shoddy workmanship. After the grout dried, we could see cracks in the grout between tiles. The tiles were cracked too. The cracks were so wide that we had an ant infestation. They were so unevenly laid that when we placed a level on random tiles, they would read between 1 and 10 degrees in all different directions. I’m still not sure how they laid the tiles next to the sliding door to the deck, but after the job was done, we had trouble opening and closing it. The tiles pushed into our new carpet so there was a large bump between the carpet and tile. Lastly, they added a quarter round trim around the entire perimeter of the tiled area. We were never made aware of this addition. They argued that we should have known that this was the default method at Home Depot and should have told them before the tile installation if we didn’t want it. They refused to take responsibility for any of the issues and continued to blamed the base of our floor for the problems in their workmanship. I would have rather had our original vinyl flooring at this point. We were given the names Diana and Michael. We attempted to call and seek them out in person multiple times a week to rectify the issues. We left voicemails, notes with employees at the store, emails... We never got a response. Finally, I had success in April. Someone at the store told me that what happened was unacceptable. They would put a note into our file and someone would reach out to us in May at the latest. I confirmed that we would have the entire job replaced with a different crew before we hung up. No one ever called back. When we finally got a hold of them, they told us that the communication was “beyond store level” at this point. What I heard was I wasted months trying to contact the wrong people. This is when I started to contact American Carpet South (ACS). I had to call a New Jersey number before I could be redirected to the Harrisburg location. This would take at least half an hour each time. Whenever we asked for the direct number to the Harrisburg campus, we would be given incorrect numbers. This went on for another few months before I could get Mike to respond. He fed me empty promises. He threatened me. He lied. He scolded and yelled at me. Eventually, they played along and set up multiple visits to inspect the problem. Again, they didn’t always show up and if they did, they were late. They asked me to submit photos of the issues on their website. There were so many photos that they needed me to send them in a link. More visits were done. In the end, they refused to replace the job and only repaired a few of the issues. The same cracks returned within a few hours to days following repairs. At one point, I asked for the manager at the Harrisburg campus, Gina, to set up the visits with the crew. We had missed too many days of work for them to continue standing us up. Gina was no better than Mike. She was blatantly rude each time I spoke to her and yelled at me for being upset with their services. Mike told me to contact Kevin and the Home Depot manager, Chris Hamilton, to fix the issue. I was not given any methods to contact them. I had to call Home Depot to get Chris’s phone number. To this day, I have no idea who this Kevin is. When I called the store though, all the employees who worked the floor were kind and quickly responded to me. We had a different crew of people come look at the tiling job to tell us if repairs would be able to fix the issues. They told us that it had to be replaced because the original crew did not level the base flooring correctly. We lived without a stove, dishwasher, washer, dryer, and living room for over a year before we gave up on the idea of them replacing the tiles and returned them to where they belonged. You might ask why we didn’t put them back earlier. They were incredibly heavy for two small females to move back and forth. On another note, we could see the vinyl under the tile beneath the stove and dishwasher. The crew who laid down the tiles refused to lay tile there and assured us that we would not be able to see it once the appliances were returned. Chris was at least more responsive to us than any of the other people we contacted. Ultimately, it took several more months before Chris and I came to a solution. We had to settle on a few more repairs that delayed the recurrent issues and getting some of our money back. I would have rather paid more for a good job. After a year and a half of playing one sided phone tag and missing work for “visits,” we were beyond frustrated with the unprofessionalism of Home Depot and American Carpet South. Needless to say, my friends, family, and I no longer support them.