Consumer complaint received 2016-01-17
Company: WELLS FARGO & COMPANY
State: OH
Product: Credit card
Issue: Arbitration

Complaint:
I complained about the product and service to Wells Fargo that I got from XXXX Insulation. Wells Fargo has a business relationship with XXXX XXXX and I think it " encourages '' them to go soft on XXXX Insulation because of it. 
I asked XXXX for an opinion about this in the following email, but got a very deflective answer. 

XXXX XXXX XXXX Reply to AskXXXX A vendor, XXXX XXXX offered, and we accepted, a financing arrangement offered by Wells Fargo. We 've lodged a complaint that has been with Wells Fargo for resolution for a while. 

My question : since this merchant/service provider, who is both vendor and installer and on-site producer of the product, has a mutually beneficial business arrangement with the card issuer, can I trust the issuer to be completely objective? 

Thank you? 
XXXX XXXX XXXX Sent from Mail XXXX '' This is they reply I received : XXXXXXXXXXXX XXXX XXXX ( 13 days ago ) Reply to me Thank you for contacting XXXX. 

We value your business and regret that we can not directly help you with this situation. XXXX does not set up, service, or have access to cardholder or merchant accounts. This is done through our client financial institutions ( the banks ). Each financial institution has its own criteria for issuing XXXX cards, interest rates and credit lines. 

Please contact the financial institution that issued your XXXX product using the address or telephone number on your account statement. This number XXXX also appear on your card. The financial institution can directly address your inquiry. 

As an alternative, XXXX cardholders can also contact the XXXX XXXX XXXX XXXX at XXXX ( XXXX ) or XXXX ( Direct ) for further assistance. 

Thank you for writing, XXXX XXXX '' I had provided Wells Fargo with an extensive description, verifiable evidence, and photos of the evidence of a foam insulation job by XXXX XXXX. The nature of the complaint was XXXX fold. 1.There were a large number of significant voids where the foam insulation was assumed to reach. XXXX came back to top off the upper wall areas. When an electrician was adding some receptacles to the home, we found large voids at the lower portions of the walls. 2. Later we found the foam insulation shrank 10 % in all dimensions/directions. In that shrinking process it broke up randomly inside the walls leaving variable gaps and voids. We contacted XXXX XXXX. They offered a {$2000.00} settlement, but stood silent when I asked what the repair for the shrunken insulation was. 
I had XXXX contractors listed on the internet under insulation repair come out. None wanted to estimate the repair cost, but described it as removing plaster, lath, then re-insulating and drywalling the home. 
Wells Fargo 's XXXX XXXX called. I asked if the settlement could exceed the price of the job. She said it could not. I explained that I had offered to discount the claim to {$3500.00} if XXXX if they acted BEFORE I had to write up the complaint and wait out Wells Fargo 's action. 
Since they had not responded by the time Wells Fargo wrote me to present my case, that offer was void. According to Wells Fargo, XXXX said they had offered me a {$3500.00} settlement. This is a pattern of theirs, if XXXX reads XXXX complaints against XXXX. My last proposed settlement was {$4500.00} based on {$6500.00} job, {$500.00} off the top to Wells Fargo ( their business arrangement w/vendor ) and {$1500.00} to XXXX for the {$900.00} attic insulation job they did ( they claim it 's worth {$2500.00} XXXX, and nothing for the foam injection wall insulation job that leaves me with a property defect. 
Wells Fargo came back with a disappointing repeat of XXXX XXXX 's statement that they offered me a settlement. No justification of the amount ; no calculation of the value received, not even a " sorry about your luck. ''

Company public response: Company chooses not to provide a public response
Company response to consumer: Closed with monetary relief