Premier Product Management

Like many others here, I’ve had the misfortune of being forced to deal with «Premier» Product Management. Being that I ordered from and paid Home Depot for my refrigerator, I thought much like Lowes, Becks Furniture or Sears, they employed their own delivery staff. Instead they chose to cut corners and use a «company» like this.
The Independent contractor/​Driver Enrique was quite professional and pleasant. No complaints whatsoever with him. In fact, I feel he went above and beyond with waiting for me to arrive home and after install showing me that I had a leak in my ice maker water line faucet. The issue I had was with his helper.
This kid waited until the friend who helped me remove my old fridge left, saw I was occupied with Enrique regarding the faucet and proceeded to disappear without saying a word. As we wrapped up, I noticed he was standing by the truck near plastic wrap and the handful of debris doing nothing, as if to wait until we saw that he was simply cleaning up. I thought it was suspicious, but didn’t have time to asses the situation further as I had to get to work. I bid them a good day, Enrique responded in kind but the kid wouldn’t even make eye contact and acknowledge.
The following evening, my wife texts explaining she’s searched the house top to bottom and cannot find her tablet she left on the charging table right next to the front door. After attempting to locate it via tracking software with no result, we check our router for last activity. Turns out the tablet disconnected from our network within a minute after the delivery truck left. I immediately called Home Depot who surprisingly took NO RESPONSIBILITY for sending this horrible company out and allowing thieving people into my home. They told me to contact HD insurance department, «Premier» Product Management, PPM insurance company and other hoops and of course no resolution, no ownership.
I did unfortunately speak with PPM’s ineffective «manager» David Marshall. He asked me to file a police report which I absolutely intended to do anyway. He gave me the names of the drivers and said he wouldn’t keep anyone around that steals from customers and would turn them over to the police without an issue. In the interim, he would sit the delivery guys down and «get to the bottom of it». I filed the police report hours later and during which, David’s receptionist relayed a message to me that he would prefer I just use his name instead of the name’s he already provided me with. Strange, but whatever.
The next day, I had to contact him although he stated he would call me back with the info he uncovered after speaking with the staff. To nobody’s surprise, he stated they knew nothing about the missing tablet. They did however attempt to implicate my friend of many years as a possible thief. As I reiterated to David, he left at least 5 – 10 minutes prior to his staff, but the tablet left my home network when his drivers did. Nice Try. We went on for about 30 minutes as he tried to deflect and take no accountability, but understood that was unacceptable. And albeit circumstantial, the signs point to the drivers assistant. David Promised a call back by the end of day with resolution, and of course failed to do so.
The next morning I called PPM to ask why he never called as promised and to have him finally provide «resolution». I was told by the receptionist that he was in the warehouse and to please hold. after some time waiting, she returned to the call and stated very unassuredly — «apparently David is no longer in the building?». At this point I google searched the company to find ownership information to make them aware of what was going on and to seek resolution immediately.
I found and contacted the president «Greg Haubner», but only got his voicemail. I explained the situation and asked for a call back. After some time waiting and receiving no call back, I went ahead and filed a complaint with the BBB. Within a half hour, David Marshall calls me stating he was authorized to send me a $ 250 giftcard to replace the tablet, and didn’t return my call as promised because he was waiting for the company’s president to tell him what to do. He then went on to offer a mumbling apology and confirmed my address so he could purchase and send the gift card that day to close out this matter. I accepted, as it took an extraordinary amount of time and effort to get either HD or PPM to do what should have been done immediately two weeks ago.
The next morning I get a call from David Marshall Explaining his president — which I still have not gotten a call from, tells him in order to send the giftcard which David stated the day before would already be purchased and sent due to thieving employees, I would have to remove my complaint. I stated that I would already be required the update the resolution with the BBB, but I will not be blackmailed into hiding my experience and demanded the president contact me directly. Of course, I still have no response.

Do NOT let these people install anything in your home!!! I bought a washer and dryer from Home Depot and these «installers» not only didn’t install them properly, they scratched my brand new hardwood floors. They were rude and condescending and not willing to install them properly. I had a washer and dryer in the space before that were larger, but the rude guy named Avet insisted that the new ones would not fit! Stay away and do yourself a favor and hire professional installers. I had to hire someone to come and install them and he did an awesome job. I live in Rancho Murieta so I hired Danny from Premier Home Repair, who works out here.

Stay away from this company! Appliance companies really need to stop dispatching to this company.
They were assigned a delivery through GE of a home warranty replacement. They gave little notice of delivery and a large delivery window. When they did come out they were rude to our tenants and claimed that the refrigerator would not fit in the house. It was the same size exactly as the one they were replacing. They also insisted that the would not install a water line if they had to go under the house. The house is on a slab, there is no under the house. Unfortunately the delivery person did not contact me until after he left the property despite my asking specifically to be contacted with issues. I found out later that they used these excuses because they had damaged the refrigerator on the way to the house and were looking for an excuse not to deliver. They later told me it was damaged on the way back to the warehouse. They requested a replacement from the home warranty company telling them that it was damaged when they received it. They really can’t be trusted. Either way they are lying to someone and gaining benefit from it.
The replacement fridge delivery was never scheduled but they did stop by the property without notice and did not knock or ring the doorbell. People were home and would have accepted delivery.
Later I scheduled delivery and asked for notice so we as owners could be at the property. They never called and just showed up. They again left abruptly saying they couldn’t get the fridge in, couldn’t disconnect the water line, more excuses. I contacted the main line and was able to convince them to do their job and deliver the fridge and take away the old one. They would not connect the new one though and we had to call an emergency plumber at our own cost of more than $ 200.
They are one of the most incompetent companies I have ever worked with. Total time to delivery a fridge 3 weeks!
Also, I spoke to the owner multiple times and he always seemed completely unaware of what was going on.

Purchased a high end GE range; broke a corner tile off the counter top and did not tell me. I noticed it after they left. It was put back loosely, so one would not notice. When you touched the surface it fell off. I was able to glue back in place but… in addition, I was left without a Use and Care manual for my range. I have contacted GE directly hopefully they will send me one and I will not have to download and print out – but I am waiting for a reply. I did not receive a call within the next few hours, after delivery, regarding their delivery service – as literature suggested.

Wow! Talk about rude service. They would not deliver my washing machine for an unrelated valve issue and then when I told them I wasn’t happy, the representative said, «I don’t care, go ahead and complain». I asked them to leave the new machine and take away the old one and told them that we could hook it up ourselves but they refused to take away the old machine even though that was what we paid for. They forced us to reschedule and now are saying we have to wait another week for them to come back to take away the old machine and hook up the new one otherwise they won’t warranty their product.

Please Home Depot, read these reviews and change your delivery subcontractor company!
I had purchased an LG dryer from Home Depot to be delivered and installed. The delivery guys arrive and the lead installer, already gruff and lacking basic human social skills of «hello» and «my name is» asks to see where the dryer is going. I ask him if he wouldn’t mind taking off his shoes or wearing booties and off the bat says he is going to refuse the delivery because they don’t take their shoes off or wear booties. I was willing to let this go, because it would be nice to have my dryer after all!
I then ask if they put down any plastic or rubber mats and he says no they don’t and again threatens to cancel the delivery. So I ask to talk to his supervisor who is basically a dispatcher, and ask what is my recourse if they damage my floors, but even she tries unsuccessfully to reason with him. I asked her if he could just leave the dryer and I will install it myself (and judging by the other reviews here that might be the best way to go any way). He took the phone from me, said I was being rude, and told his guys to take my dryer away. Take his ball and go home. Except it’s my very expensive ball and I was guaranteed the delivery.
Now I have to wait a week for the same company to deliver it again. Yikes.
I called the manager today and he was affable and said he would talk to this employee and assured a different team would be sent out. Alas.
If the next delivery goes well, I will happily adjust this review.

Had a great experience with the delivery service very professional father and son team. Nice, efficient, fast, and my favorite on time. 5 star all the way also bought from Home Depot sorry to hear people had a bad experience with this delivery service must of been an off day!!!

Première Product Management and Customer Service should not be used in the same sentence.
Expecting a delivery from Home Depot, I received a message from Première the night before saying my appointment was between 1 – 5. Fine. Next day, waited at work for the phone call 30 minutes before as promised. MIssed one phone call from Première at 225 saying they could not find the address, received a message at 245 from Home Depot saying they would be there in 30 minutes. I went home, waited and waited. Finally called the number I missed earlier and found it to be Première. They told me they called me and let me know they could not find address, which they did do (albeit it was a message), but it was before any 30 minute call ahead and they did not call back to confirm prior to leaving the area. Now I cannot get an appointment until next week to have appliances delivered. Asked to speak to manager. Manager is off at 2PM. Asked to speak with someone else in charge. There is no one else in charge. No wonder this outfit provides such poor service. No one is there to oversee any of it.
I work in the Customer Service industry and if I treated my customers like this, I would be out of business, if I had any customers! At the very least, I would have 1, expected a couple of phone calls rather than just 1 message before leaving the area for the day, and 2, some special consideration to try to squeeze me in sooner than next available which is a week out.

Our landlords bought a new gas oven from Home Depot and these people were to deliver the new range and take away the old one. When they arrived (at the end of the 4 hour window) the driver looked at the hook up and said it wouldn’t work. He asked what I wanted to do. I told him I needed to contact my landlady and ask her. He was very upset about wasting time. He and his partner finally brought in the new range, scraping lots of paint off the wall. Then they tried to leave without taking the new range. I actually stood on their truck arguing with them that it was their job to remove the old stove. Fortunately our landlady had a couple of handymen on the premises and they brought the old one down and installed the new one. These people were awful!

We bought a dishwasher from Home Depot, and Premier was the third party company used to install the appliance. The delivery/​installation team assessed area for about 15 minutes and stated that they could not install the new dishwasher because our tile was blocking the bolt to the dishwasher. The team stated I needed to call Home Depot to reschedule the installation (added frree of charge), and said they couldn’t wait two minutes for us to just cut the bolt, that they were on a time schedule.
My husband and I find this to be VERY POOR CUSTOMER SERVICE. We asked the team to wait, but they said, the installation was already cancelled and that we have to reschedule.
When calling Home Depot to reschedule, the customer service rep stated that technicians are not allowed to wait and that the CUSTOMER should have the appliance/​area ready to be removed when the installation team arrives. How is the customer supposed to prepare for that? THERE WERE NO DISCLOSURES GIVEN AT THE TIME OF PURCHASE STATING THE CUSTOMER NEEDED TO PREPARE THE AREA FOR INSTALLATION, NOR WAS THERE ANY INFORMATION GIVEN IN THE REMINDER CALL TO LET US KNOW WE HAD TO PREP THE AREA. IT IS ABSOLUTE NONSENSE.
If Home Depot expects to keep customers especially when it comes to installation and removal of items, they need to hire RELIABLE contract companies to provide good customer service. This is absolutely frustrating — it took my husband 2 minutes to cut the bolt and pull the dishwasher out. And here we are — installing the dang dishwasher by ourselves — ridiculous.

I had a stove deliver from Home Depot. They contracted Premier Product Management to deliver the stove. The delivery window was 1 PM to 4 PM, they delivered it at 7:45 PM. Then when they were at my house, the delivery guy damaged my counter top. Finally got someone to come out and look at it after 7 weeks. Bottom line is my claim was denied, I guess when you are so untrustworthy and unprofessional, you would want to take responsibility when you damage others property. I suggest asking Home Depot who is delivering you appliance before having it delivered. NICE COMPANY… HUH!

Home Depot outsources to this company for their appliance installations. If HD is still using Premier, then you might use your own installers. It’s worth the cost.
Otherwise, this installation service will screw up your plumbing, they don’t use trained or licensed professionals (licensed meaning licensed plumbers) and they are hooking your appliances to water pipes.
In my case, they also stole or forgot to give the top drawer of the freezer to me, the cleaning tools for the oven.
In my case, they also unhooked the plumbing and piping I put in my a licensed plumber replacing it with: 1. broken air gap, 2. broken hot water off take valve, 3. hot water and waste pipe slung into the middle of my cabinets instead of stabilized against the wall (which it was before).
If you’re bored and want to read my nightmare and justification for the review, go for it:
We bought a high end refrigerator $ 2000, oven range ($ 1500 and dishwasher $ 1000.) They’ve come out 3 Times now and still not finished. They’ve made us spend over $ 600 on plumbing of which $ 475 is a waste and the balance was to repair the damage they did to our plumbing.
First time they came out, these installers we’ll call them «First Installers» forgot the dishwasher installation kit and so they LIED:
Said our plumbing wasn’t set up and we had to change the waste line and the hot water line and the fridge water line wasn’t set up. So, they left without delivering our fridge or dishwasher but hooked up our gas oven range.
And we believed them (stupid on us).
Well, after spending $ 475 for a licensed plumber (see our Answer Plumbing review) to install what the First installers said we didn’t have (BTW, Home Depot service backed this idiot up).
So, we watched the Second Home Depot installer (another 2 weeks wait) just to RIP OUT all the brand new waste and hot water lines. Why?
Because apparently all those lines/​piping, were in the mandatory installation kit we bought already when we ordered dishwasher installation service.
It turns out that the FIRST installers JUST FORGOT to bring the installation kit so they lied saying we weren’t set up.
Total waste of $ 475.00.
The Second installer guy installing the dishwasher then broke our air gap and didn’t tighten the hot water line into the off take valve and told us our valve was broken. Did he break it? After all, Answer Plumbing just installed this brand new all brass double angle stop valve. We had no leaks before SECOND Installer showed up.
Gentle reminder: These installers are NOT licensed plumbers. They aren’t even trained. The way they learn is they follow some other installer around a couple of times and presto bingo they are «installers».
Yes, so another $ 195.00 with another plumber to replace the valve.
Oh, about that fridge? LOL, FIRST installer, the liar? Well, he said the fridge was too heavy and they needed a 3-​man team to bring it up and left.
SECOND installers, they came tore down our old fridge and left. Left our new fridge in the truck: Just took off.
30 minutes later, Second Installer «TEAM 2» showed up. Huh?
SECOND installer TEAM 2: 2 smaller men brought up the fridge without a hitch just with arm straps.
Well wonders of wonders, will miracles never cease our fridge lost weight!
Team 2 installers said they never have 3 men deliver a fridge. I guess our FIRST installers appear to be serial liars; and the Second Installer Team 1 were afraid to try to bring up the fridge?
Naw, you see, these guys get paid per job. So, tearing down the fridge, they get paid. First installers, they got paid installing the oven and left.
Now we have Second Installer Team 2.
SECOND installers TEAM 2, they brought the fridge but said «I don’t work with copper» so he couldn’t hook up the water line — he wanted us to spend MORE $$ to replace the copper line we had spent part of that $ 475 to put in.
Remember, these guys are NOT licensed or trained. They’re just some dudes that move stuff that Home Depot hired to install.
They left the fridge in our dining room and said we can’t move it into the kitchen, it won’t fit unless you take the door down and replace the copper water piping to plastic PVC.
HAHAHAHAHA, like I frickn will.
Tear out grade A copper piping and put in a plastic tubing because that’s all these yo-yo’s know how to install.
Well, we have the THIRD installers set to show up to move the fridge and install the water line. They showed up and said won’t fit through the kitchen door — and left.
So fridge is now in our living room. We’re set up for the 4^th installers.
Home Depot installation subcontracts it out to unlicensed non certified or even properly trained people. Don’t believe what they say even if Home Depot customer service backs them up.
SF City & County should go after this installation service for not having proper licensed people doing plumbin

Stay away from HD and this alleged service provider. Called at 7:02 a.m. to say we were not home but there I was without a «they’ll call half an hour before arrival». Couldn’t call them back because their phone hours are only after 8 a.m. 3 calls and one hour of wasted time it was discovered that the truck had gone to the wrong home, and in fact wasn’t even in my neighborhood. Best they could do was try to reschedule to a day we were not going be home. Finally got someone who said it was their fault and they would deliver by 6 p.m. tonight. 6:15 and no call so I am thinking I’ve been lied to again by HD and their 3^rd party service providers. Never showed up, shame on me for believing HD and their 3^rd party providers. Dishwasher on sale at 2 of their competitors, I’ll update when all resolved.

If I could give zero stars, it wouldn’t recognize the level of service this company, their delivery people and their Hayward supervisor «Bruce» provided today. First, my window was 9 am — noon. Received an automated call at 9:57 am saying the truck was 30 minutes out. no word from the delivery guys until 11:23 am… maybe they meant an hour and a half? Delivery guys get here, disassemble my old dishwasher and say there is an issue — the old DW won’t come out because the floor is in the way. I say, well, it looks like the legs on the DW screw up to make it possible? I’m no appliance expert, but visually, it looks pretty easy. They bumble around for a few minutes and throw their hands up, hand me a form and say they can’t do it. They leave, so I mess with it. 2 minutes later, the DW is sitting in the middle of my Kitchen floor. Pretty basic stuff you’d think a professional could figure out. I call back and run out to catch they guys, but they hightailed it. No answer, no response to my text saying to come back. Call the agency that manages the delivery and they can’t get them to comeback. Call Home Depot, they can’t get them to call back. Call the company directly after getting the information, and «Bruce» says his guys said I was «abusive» to the team, so won’t come back. WOW. I’ve seen and heard many excuses, but these guys take it to a new level. After many calls, I have zero resolution. I went out of my way to clear my day to be here until they could come back. No customer service, very little desire to make things right. Amazing that this company is even in business. Looking at the other reviews, it seems to be a very common situation. Hopefully HD can see this pattern and change their contractors. Simply amazing example of unprofessional, do nothing to satisfy the customer company

A pathetic totally unprofessional company. A law suit should be filed against these fellows. They have some unskilled/​unprofessional technicians come for delivery/​installations, who do not follow the proper standards and codes. They lack customer service add to that they have the audacity to behave rude/​impolite/​unprofessional with their customer who pays them money for the installation/​delivery.

This company is unorganized, delivery customer service lacks big time and surprised Home Depot uses this company. second time purchased something and they could not install because of a policy they could not show me. After doing extensive research I found no policy of install except for actual manufacturer and it was really not noted in their documents. The last time they came out i had to show them how to get a fridge into the kitchen. Customer service goes a long way and these guys have no experience other than «nope can’t do it» wake up Home Depot, find a better company…

We needed to have a dishwasher installed that was purchased from Home Depot in the Bay Area. They are unable or unwilling to install dishwashers! They were warned to bring a longer hose since our dw is a little further than typical. So when they weren’t prepared the first time, I forgave them. But when they showed up the 2^nd time specifically to bring a longer hose, they had no idea why they were there… and certainly had no hose. They were rude, and clearly relieved that there was nothing for them to do. Now I won’t try them a 3^rd time. The plumber was called. So much for free delivery and installation from HomeDepot.

Ignorant, rude, illiterate personnel. Unbelievable that Home Depot uses them for home delivery. It’s like asking the DMV to deliver your refrigerator.

I won’t even bother going into detail about my experience with this company. Look at the other reviews and you’ll understand. Their service is garbage, and Home Depot is even worse for choosing to affiliate with them.

We purchased a dishwasher from Home Depot in November and they had Premier Product Management install it just before Thanksgiving. When we noticed our hardwood floor buckling a few days later Home Depot sent a different company out to investigate. They found that the dishwasher was installed improperly (the front of the dishwasher is supposed to be higher so the water drains to the back, it was also installed so there was a gap of about an inch on the right and no gap on the left) They had also failed to install a washer in the water supply line which began leaking and damaged my kitchen floors.
The insurance company for the dishwasher found it was Premiers fault for the leak, but Premier is now refusing to accept liabilty. Home Depot is now looking into it for me.
I wonder how Premier would feel if they failed to live up to their responsibility to fix my floor and ended up getting removed from Home Depots vendor program? We’ll see…