I should have written this review a year ago, but better late than never. I rented a van from Home Depot Curity store in the winter of last year. Usually when you rent a vehicle you are offered insurance which you can decline to purchase because you have insurance that will cover any damage. In this case No insurance options were offered and they wanted all the details on my insurance up front. That should have been a clue.
It was over twenty below and I was backing up in a tight space and the plastic backing on the mirror hit a wall and cracked. I was mortified and informed the rental agent that I had damaged the back of the mirror at the moment I returned the vehicle. I was told they would contact me in a couple of days with what was going on with the repair.
I called in two days and was told the person to talk to had just gone home. I was given his phone number and told to call back the next day before 2 pm. I did. Three times, each time the person was outside or at lunch or on a break. The next day I went to the store in person. I was told the rental outlet is not owned by Home Depot, but some rental company in the States. I was given a 1-800 number and a claim number.
I noticed the vehicle in the parking lot and the mirror was fixed already. My main concern was that they tried to see if the plastic piece that was damaged could have been purchased separately rather than replacing the whole mirror unit. I didn't know if it was available , but I wanted them to seek it as an option.
I called the American company and was told they were still waiting for an estimate. I told them it was already repaired. They told me that was impossible, as Home Depot was instructed to get an estimate. My next communication with them, they apologized and said that Home Depot went ahead with the repair without an estimate and replaced the entire mirror unit. My credit card was charged for 500.00.
I called the Manager of Home Depot and was told he was away, three times. I was then referred to an assistant manager. I told her that I wanted a copy of the invoice so I could check as to whether the part could have been purchased on it's own. I was told she didn't have to give that to me. I have asked on more than six occasions for any invoice or paperwork on this repair and to date have been stonewalled. No invoice has been forthcoming.
So you need to know that
A you are not dealing with Home Depot for their rentals
And most importantly
B they do not feel they have to be accountable as to how they deal with any repairs that need to be done. They have your credit card number and they will just bill you a fee with no explanation or transparency. read more