- A South Jordan couple's home was damaged by a faulty fridge installation.
- Dusdee Green said Home Depot accepted responsibility, but a tug-of-war between its claims administrator and a third-party loss adjuster over her contractor's bid has kept restoration work from going forward for over nine months and counting.
- Payment was received, and repairs are now progressing, easing the couple's distress.
SOUTH JORDAN — Dusdee and Bill Green thought they found the perfect new refrigerator for their kitchen. However, the installation was decidedly less than perfect.
"When the guy came and hooked it up, he did not hook up the little hose correctly," Dusdee said. "It was loose."
That little hose was the fridge's water line. Unbeknownst to the Greens, water was leaking from that loose connection into the kitchen walls and down into the basement. They became acutely aware two weeks later when the ceiling in the room directly below the kitchen collapsed.
"Raining down through here," Dusdee said as she pointed up at the damaged ceiling "Raining in the basement and the installation was down."
Flooring and walls also got ruined, as well as furniture and many of the Green's possessions. Much of what didn't get ruined is now in storage.
Fortunately, Dusdee said the retailer, Home Depot, has taken responsibility for the bad installation of the fridge. But she said a tug-of-war between their claims administrator and a third-party loss adjuster over her contractor's bid has kept restoration work from going forward for over nine months and counting.
"I am mentally depressed … it's just been so long," she said. "I would like to see our home back into shape."
The KSL Investigators reached out directly to Home Depot to ask about all this. In an email, a spokesperson told us it will "be paying the contractor's estimate as well as covering some living expenses while the home is being repaired."
Home Depot also apologized for the inconvenience and miscommunication and said it is "grateful for the opportunity to make this right for Mrs. Green."
And indeed, they have. The Greens confirm that payment was received and repair work is finally moving forward.
If an installer does something that damages your home – take photos and video right away. Try to have those time stamped. When you contact the retailer or installation company, also let your home insurance company know what's going on. Your policy might help cover some repairs.
