"Hired through Home Depot to install central heat pump. The work was completed and the system is running well. The techs did a good job and were polite and cleaned up after themselves. However: - I specifically purchased the Elite version of the heat pump, which the salesperson told me met the new standards for energy rebates. It now appears that it does not. Net loss of about $2600. - Some of the fins/radiator inside the condenser housing were damaged before the install was even finished (off the truck?). I asked the techs if it was a problem, but was probably too wishy washy about it (and wanted it installed because of a heat wave coming) so I didn't demand a replacement or promise that it would be covered if there was a problem. It didn't leak, so maybe OK? - Since we had two HD credit cards already, I asked if we could split the cost between them and get the 24-months interest free programs, and was told it would be fine (have the confirmation in writing). The techs even had to connect with someone at the office to make sure it went right. It didn't. They ended up being 6-months plans. I emailed about getting them switched several times and each time the request would get forwarded to our salesperson, who never responded. Eventually we had to get another loan with a high interest rate, and it will cost us about $1200 in interest. Is the pump worth $3800 more than we were planning on? Maybe. We'll see when winter kicks in. Certainly we'll never recoup the cost in our lifetime, but there were many reasons we purchased. Mixed experience. Was happy with the process until the end, when it's too late to do anything about it. But we have a functioning system. I think we're supposed to have a year of service as well, but I've received no information about it. Hoping nothing goes wrong. If you are big on attention to detail, follow up, and after sale customer service, be careful."
Dan M on October 2023
"Hired through Home Depot to install central heat pump. The work was completed and the system is running well. The techs did a good job and were polite and cleaned up after themselves. However: - I specifically purchased the Elite version of the heat pump, which the salesperson told me met the new standards for energy rebates. It now appears that it does not. Net loss of about $2600. - Some of the fins/radiator inside the condenser housing were damaged before the install was even finished (off the truck?). I asked the techs if it was a problem, but was probably too wishy washy about it (and wanted it installed because of a heat wave coming) so I didn't demand a replacement or promise that it would be covered if there was a problem. It didn't leak, so maybe OK? - Since we had two HD credit cards already, I asked if we could split the cost between them and get the 24-months interest free programs, and was told it would be fine (have the confirmation in writing). The techs even had to connect with someone at the office to make sure it went right. It didn't. They ended up being 6-months plans. I emailed about getting them switched several times and each time the request would get forwarded to our salesperson, who never responded. Eventually we had to get another loan with a high interest rate, and it will cost us about $1200 in interest. Is the pump worth $3800 more than we were planning on? Maybe. We'll see when winter kicks in. Certainly we'll never recoup the cost in our lifetime, but there were many reasons we purchased. Mixed experience. Was happy with the process until the end, when it's too late to do anything about it. But we have a functioning system. I think we're supposed to have a year of service as well, but I've received no information about it. Hoping nothing goes wrong. If you are big on attention to detail, follow up, and after sale customer service, be careful."
Dan M on October 2023















