Need some advice, please re: Home Depot & A Porch Door

Our back porch door has finally given up the ghost. Even though I've been off work for 8 weeks we knew we had to have something there so wanted to get a new one. That's where the "hilarity" ensued. Below is a letter written to Home Depots corporate office. Are we wrong for demanding satisfaction?

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We wanted to have a door installed on our back porch. Home Depot installed our last door so we went with them again. We're starting to think this was a mistake.

First off, we went on Monday 4/30/07 to start the process. We were told we'd get a call to schedule the measuring. That call never came. We then called on Friday 5/4/07 to find out the status. We were told that door coordinator, Amy, was gone for the day and to call back after 6:00am on Saturday to find out when the measurement would be done. We called Saturday morning, 5/5/07 and were told that she'd contact the installers to find out. She didn't call back on Saturday and we had to call again on Sunday, 5/6/07. We were told she wasn't in on Sunday, but she called back a couple hours later. She told us that the installers were here and said the stairs were in disrepair and would not do the job. But there are no stairs to the door. It's on a flat surface in our back yard. So why would an installer first let himself in our yard without announcing himself? Second, not talk to us or leave a card to let us know he had been here? We told Amy that there were no stairs and that the door was on a flat surface. She said she'd call back the installer and they refused and we told her we believed that they were never at our house. She then claimed she would try to have a second installer do the job but that installer claims that since the first one wouldn't do it they would not either.

Now we're being told that we'll have our measuring fee refunded, but I'm sorry that isn't good enough. I want answers. How do I know this installer was at our house? Why do you contract installers that feel free to just go into a yard to check out the work on their own without talking to the homeowner? (BTW, we have dogs. Had the service person been here I'm fairly sure we'd have known.)

I want to talk to someone about this. This is unacceptable. We've been Home Depot customers for years and this is the first time I've felt their service has been this bad.

- the contractor went to the wrong house

- the contractor never went out to measure your door and made up some excuse

- Amy/Home depot screwed up and is scrambling for excuses

and no you aren't wrong or over reacting to demand service. They advertise this type of service, and should follow through.

as a follow-up on your part, take some pics of the porch, showing there are no stairs. Also, you might want to contact some local contractor to give you an estimate on replacing the door - send it along with your next letter