Consumer complaint received 2019-08-16
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I have an open dispute with Citi bank.  So far they have sided with the merchant citing the following response "Unfortunately, we are unable to resolve this dispute in your favor since we have not received any documentation showing the merchant was unwilling or unable to provide this service."I feel like Citibank is not reading the evidence I have submitted and are siding with the merchant whom has not been truthful. I provided all of the requested information over a month ago in the form of a 34 page document with email transcripts and phone log screen shots.  Below is a summary, enclosures and call logs are attached.Background:My wife and I purchased a new construction home in XXXX, Florida to be completed in the spring of 2019. Since we were living in a temporary home with all of our belongings in storage, we were in a hurry to get moved in.  Also during this time I was traveling often for my work (as an XXXX XXXX United States XXXX). We also decided, that while the home was vacant (before move in) would be the best time to have the garage floor coated along with the back covered patio.Timeline:XX/XX/2019 – XX/XX/2019As we were constructing the home, I reached out to XXXX XXXX   XXXX  (XXXX) via a form on their website, inquiring about the services they offered.  From the first contact on XX/XX/2019 we exchanged a few emails back and forth over the next two months until we were able to meet at the property for a face to face meeting.   (Please see Enclosure 1 to review the entire transcript of the original scope of the project and the meeting at the property to select a color.)XX/XX/2019XXXX XXXX I met XXXX from XXXX out at my property.  I selected a color and she agreed to prepare a quote.XX/XX/2019The official proposal was sent over.XX/XX/2019XXXX  followed up with an email to see if I had any questions with the proposal. Throughout that day we discussed scheduling my flooring install and my ability to pay the deposit, because I was on the road traveling for work.  (See Enclosure 2 to see the entire transcript of this discussion)****** Expectation Set******At this point on XXXX XXXX, as I understood the “Installation Agreement” (See Enclosure 3 “Project Start Date” and “Estimated Days For Completion”)  My understanding was that this process would begin on XXXX XXXX and would take 4 days to complete.XX/XX/2019 ContinuedI received the Installation Agreement and executed it, I also received Invoice #XXXX for $XXXX and paid it.   Invoice #XXXX then turned into the transaction in question with this dispute.AFTER PAYING THE INVOICE: (Still XX/XX/2019)I emailed XXXX with questions concerning the installation.  My main question was that I was leaving the state (Traveling to Washington D.C) on the last day of the installation and I wanted to know if that was going to pose a problem with the install.  On XX/XX/2019 at XXXX XXXX, I received an email from XXXX  at XXXX  XXXX  saying that “It may not take all four days, but I like to have a little cushion just in case.”  I assumed this statement meant that my leaving would not impact the installation at all. (See Enclosure 4 to see the entire transcript of this discussion.  The previous quote was taken from the email timestamped XX/XX/2019 XXXX XXXX)XX/XX/2019 (First sign of trouble)I receive an email from XXXX at XXXX.  She stated “Good morning! We are set to work on your project on the week scheduled. We have another job (commercial) that was extended to that week as well, so I am unable to give you a start time on that Monday. Will the garage and back porch be accessible during the day?”I replied that the property was vacant and that I could have my wife meet her at the property and let her in.  She then sends a second email, confirming the start date of Tuesday  XXXX  XXXX.  I asked when she would start as my wife would need to leave to go to work by XXXX XXXX.  XX/XX/2019XXXX emails and states that she has no idea when the start time of my project would be.  I agree to “leave a key” accessible for her crew.XX/XX/2019  **** PROJECT PLANNED START DAY****XXXX XXXX: I email XXXX to disclose the location of the key and to clarify the installation of the coating on my back porch.XXXX XXXX: I arrive at the property, there was to no crew present and no work being completed.XXXX XXXX: I email XXXX asking “Is it safe to assume you guys are not coming today?” (See enclosure 5, email timestamped XX/XX/2019 XXXX   XXXX)XXXX XXXX: XXXX replies to me email confessing that the product to perform my job hasn’t even been received yet by XXXX. (See enclosure 5, email timestamped XX/XX/2019 XXXX XXXX)XXXX XXXX: I reply reminding XXXX  that my wife and I are leaving Friday and ask how this impacts my install. (See enclosure 5, email timestamped XX/XX/2019 XXXX XXXX)XXXX XXXX: I email her letting her know that my movers are waiting on her to get the floor down before I can move in. (See enclosure 5, email timestamped XX/XX/2019 XXXX XXXX)XXXX XXXX: XXXX replies saying “we will get the flakes down on Thursday. XXXX generally runs by noon. You dont have to be there for us to topcoat. We can lock everything back up and leave you the key. Lets move forward with this week. It will still be done on Friday and you can move things in as soon as you return!”(See Enclosure 5 to see the entire transcript of this discussion)XX/XX/2019XXXX XXXX: I arrive at my property expecting to see the first coat of flooring down and the flake “ready to go.”  On arrival, I see that there again are no workers at my property.XXXX XXXX: I call XXXX at XXXX to get an update.  The call goes to voicemail.  ALL calls to XXXX at XXXX  go to voicemail.****** Expectation Set******At this point I am less than 14 hours away from leaving the state.  My 4 day long project is in day 3 with no forward movement.  At this point I don’t even know if the product is there or not. To say that I am “in a panic” would be an understatement.  Compound that with the fact that XXXX at XXXX will not call me back.XX/XX/2019 ContinuedXXXX XXXX: I get an email from XXXX saying “Rain is coming” but she has no firm answers on moving forward with my project.XXXX XXXX: I leave XXXX a voicemailXXXX XXXX: I leave XXXX a voicemailXXXX pm: I leave XXXX a voicemail(See Enclosure 6, This is a copy of the call logs from my phone XXXX XXXX  XXXX XXXX)XXXX XXXX: I try emailing her.  My email contains the phrase “Please call me, your lack of communication is troubling.” (See enclosure 7 email timestamped XX/XX/2019 XXXX XXXXXX/XX/2019XXXX XXXX: I received an email (STILL NOT A CALL) from XXXX at XXXX   CANCELING our contract.  She also notifies me that she wants to keep a portion of my deposit.  (Section 8a of the Installation agreement stipulates she is entitled to a portion of the deposit if I terminate the contract.  I did not terminate the contract.  The contract was terminated by XXXX, and I am entitled to my deposit to be returned. (enclosure 7 email timestamped XX/XX/2019 at XXXX)Had my plane taken of on-time, I would have been airborne.(See enclosure 7 for a transcript of the email chain from Thursday XXXX XXXX through Friday XX/XX/2019)

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation