What does HVAC stand for?
Heating, ventilation, and air conditioning
HVAC PROCESS
For our HVAC services, we partner with local Service Providers who are licensed, insured
and background checked. Home Depot does guarantee the quality of work performed by
our local providers to start the process; we will take down the customer’s information to see
if the service is available in their area. Once that is done, we will attempt to connect the
customer with the service provider to set up their appointment.
Products installed through the HVAC program:
• Air Conditioner
• Heat Pumps
• Furnaces (gas and electric. For oil furnaces, inquire with dealer to confirm whether
they install),
• Air Handlers
• Indoor Coils
• Thermostats (can only be installed during a whole house, repair, or maintenance
job. For a thermostat only it should go through the Electrical program (pro referral))
• Air Cleaners/Air Purifiers
• Whole Home Humidifiers
• Packaged Unit
• Ductless Air Conditioners (ductless mini splits)
• Boilers (only in some regions, inquire with dealer to confirm whether they install)
• Geothermal Heating and Cooling Systems (limited number of dealers, inquire with
dealer to confirm whether they install)
• Tune Up.
• Duct Cleaning (in a few select markets, (Up to the SP))
• Repairs.
NOTE: We do not install Window AC Units and/or Sleeve AC Units goes to pro referral.
NOTE: If the customer already has system unit, will be up to the sp if they can install it.
(Most of the times the SP does not install products already purchased in the Home Depot
due to warranty)
INTERNAL USE
ESCALATIONS
Service Providers
• The service providers can be contacted to provide customer support on any
customer issue.
• Always warm transfer the customer when contacting the service provider.
• If you are unable to reach the service provider, leave a message, explain the steps
you have taken to the customer, and provide the customer with the next steps they
can take. Example:
o You have left a message for the service provider.
o You will update the notes in the system, which can be tracked by Home
Depot.
o If the customer does not hear back from the service provider in a reasonable
amount of time, then he/she should call 1-800-466-3337.
• If there is no Service Provider, or the phone number is incorrect in the system,
please fill out a Level 2 Escalation Form and include the phone number when
incorrect or disconnected.
Customer Care
Home Depot Customer Care should be involved only on the following complaint types :
• Compensation demands
• Installation issues if the service provider is not responding to the custome r
• Complaint or compliment regarding a Store Associate
• They do NOT handle complaints on missed consultation appointments.
Level 2 Form
• Level 2 Forms are reviewed by Home Depot directly.
• Complete a level 2 form if multiple notes have been created for the same issue on a
lead.
• If a complaint seems like it does not fall into one of the other ways to escalate, then
submit a Level 2 Form. Always check with your supervisor before taking this step.
• Anytime a Service Provider states they do not offer the service the customer is
requesting or declines the work that the customer's needs done. (Please be sure to
make good clear notes)
• If there is no Service Provider, or the phone number is incorrect in Salesforce please
fill out a Level 2 Escalation Form
o Please be sure to include the phone number when incorrect or disconnecte d.
• If the customer is refusing to work with the service provider assigned to their
project.
INTERNAL USE
Types of Complaints and How to Escalate
As stated earlier, be sure to probe the customer and qualify the issue so you will know how
to assist.
No Call No Show
The customer indicates that did not receive a confirmation call to set the exact time of the
consultation.
• Enter a 'note' and include "No Call No Show".
• Try to contact the Service provider and do a warm transfer the call, if the service
provider is not available leave a voicemail requesting a call back for the customer.
• If the customer is calling back after multiple attempts to receive an appointment,
then create a Level 2 escalation form as well as a 'note'. Inform the customer that
you are escalating the situation beyond the call center to Home Depot leadership.
No Job Site Cleanup,
The customer is stating that the work was done, but material, trash, or tools were left
behind, or the property was not returned to the same condition it was in before installation
began.
Property Damage
The installers damaged the Customer's house or property during the installation and did not
repair it or compensate the customer.
Repair Needed or Warranty Requests
The install was completed in the past, but the Customer needs a warranty repair that should
be covered by the service provider.
Unprofessional
The Customer claims the installers were inappropriate on the phone or in person, or the
work was not conducted in a professional manner.
• Contact the service provider and warm transfer the customer.
• If service provider is not responding, Contact customer care.
Refunds or Lien Disputes
The customer is requesting a refund on a deposit or installation payment, or they want to
dispute a lien on their property.
• If there is a refund in process and several days have passed without the installer
contacting the customer, or if the customer indicates that they have spoken with the
installer and was not satisfied, please transfer the customer to Home Depot
Customer Care.
• Always warm transfer the call to Customer Care.
INTERNAL USE
Contract Cancellations
The customer is requesting to cancel a signed sales contract.
• Customers must work through the service provider when canceling a signed
design contract.
• Contact the service provider immediately if you receive this type of call.
• Important: Canceling the appointment in Salesforce does NOT cancel a signed
contract. A cancellation in Salesforce only applies to in-home design consultation.
• Customer Care will only get involved if the service provider is not responding or the
customer has spoken to the service provider and is not satisfied.
Contract Disputes
The customer is disputing the price or scope of work in a signed sales contract.
• Customers must work through the service provider when disputing a signed sales
contract.
• Contact the service provider immediately if you receive this type of call.
• Customer Care will only get involved if the service provider is not responding or the
customer has spoken to the service provider and is not satisfied.
LEVEL 2 ESCALATION FORM
Send to: [Link]@[Link]
Name:
Address:
City:
State:
Zip:
Contact Number:
Alternate Number:
Siebel Lead Number:
Sales Force Case Number:
Lead Created Date:
Best Time to contact customer:
Service:
Service Provider:
Service Provider Phone Number:
Service Option:
Complaint:
Links
Service Connect: [Link]
Salesforce: [Link]
Services (Customer Care): 800 466 3337 Opt 7 and then 2, Confidential ext 33570
INTERNAL USE