Store finally digs itself out of hole

By NANCY PARADIS

© St. Petersburg Times, published June 28, 2000

On Jan. 7, we ordered a sink and cabinet from the Clearwater Home Depot. The best part of the entire transaction was placing the order. From then on, it went downhill.

The second best thing that happened is that Home Depot finally finished the job of installing the equipment. It had been a fiasco up until then. However, after the job was completed, my wife noticed a hole in the wall, a new contribution to the bathroom that had not been there before. It was not a big hole, just an annoying hole. So I called Home Depot to inform it of the problem. Then I called Home Depot to remind it of the problem. Later, I called to remind it of my previous calls. Then I promised myself to let the matter drop.

On April 16, I went to the same store to buy a charcoal grill and, in talking about customer service to the gentleman who wrote the order, I mentioned the hole in the wall. As I went to pay for the purchase, I was introduced to a store manager. You have no idea how satisfied I was to learn from him that somebody, somewhere, sometime, somehow, would come to my home to repair the hole.

My stockbroker convinced my wife that Home Depot was a good investment. He looks at things from a broker's point of view. I, on the other hand, am a retired credit/customer service manager who worked in industry for 40 years. I look at Home Depot from a customer's point of view.

Home Depot has never denied liability to make the repair, but perhaps expecting it to actually do so is too much. If I had the use of both hands I would have fixed it myself. You have had success elsewhere, maybe you'll be lucky here, too. Irvin Shotak

Response: It was with great relief that we learned the hole has been mended to your satisfaction.

Order on the way

On Jan. 28, I ordered a pair of knee supports from North Shore Direct. I tried to call the company a month later, but the telephone operator couldn't find a number for it in Great Neck, N.Y., so I waited. Then I wrote a letter on March 23. Still no merchandise.

I would deeply appreciate if you would help me. I am just a trusting old lady and deeply disappointed. Clara Steer

Response: You should get your order any day now. Michael Ryan, customer service representative for Q Marketing Group's North Shore Direct in Great Neck, N.Y., said the company's records show your order was shipped and he can see no reason why you have not received it. However, since you didn't, it was to be reshipped June 16.

Refund sent

This letter concerns a refund due me by Well Care HMO in Tampa. I had individual coverage, which I paid for myself via monthly check, until February of this year. I forgot to make the February payment, and my coverage lapsed. I asked Well Care to send me a reinstatement application, which I filled out and mailed along with a check for $296 for two months' premium.

Well Care immediately deposited the check, of course. A couple of weeks later, I got a form letter declining to reinstate my coverage and telling me I would have to reapply just as if I had never been insured by Well Care. No refund was enclosed. No mention of my refund was made in the letter.

I then called its so-called customer service line and asked about my refund. The reply was, "Oh, that will come automatically." It's been well over a month and the only thing "automatic" about my refund is Well Care's refusal to send it. Dale Hartley

Response: Marcia Vorello, director of risk management for Well Care HMO in Tampa, said only half your payment was refunded, which you have confirmed, since coverage was provided for February pending reinstatement. According to the company's policy, refunds are not processed until 30 days have passed. We note that your check was dated April 26 and cleared in early May.

Action solves problems and gets answers for you. If you have a question, or your own attempts to resolve a consumer complaint have failed, write Times Action, P.O. Box 1121, St. Petersburg, FL 33731, or call your Action number, 893-8171, or, outside of Pinellas, (800) 333-7505, ext. 8171, to leave a recorded request.

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