Consumer complaint received 2019-09-05
Company: CITIBANK, N.A.
State: FL
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Problem with a purchase shown on your statement
Sub-issue: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
Documentation for disputed charges of {$13000.00} for order XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX that was cancelled XX/XX/2019. 
Mr. XXXX cancelled Lead XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX by e-mail to XXXX the e-mail provided on the Home Depot 3 # -day ( business day ) cancellation form on Tuesday, XX/XX/2019, XXXX XXXX EDT. This is was with-in the 3- business day cancellation period. ( Copy attached ) The Home Depot paperwork was signed by Ms. xxxxx XX/XX/2019 ( Copy attached ) The cancellation e-mail was received by XXXX and receipt of cancellation was acknowledged by e-mail on Tuesday, XX/XX/2019, XXXX. XXXX XXXX XXXX was asked to remove its equipment from the residence asap. 
XXXX was notified that Mr. XXXXX was cancelling the order because 1 ) XXXX had not delivered a properly functioning air conditioning system that would cool the entire residence as had been promised. 2 ) Additionally the installation was done under the false pre-tense that an permit had been legally attained by the city of XXXX ( as required by law and as stated in the Home Depot forms ) to perform the work. 3 ) That no engineer had been hired by XXXX to properly calculate the correct air-duct system and Air conditioning unit required to sufficiently cool the entire residence as had been promised in writing ( Home Depot forms ) and specifically charged for. 
4 ) That XXXX rep XXXX. XXXX. verbally promised to Mr. XXXX to include an air-conditioning mini-split to cool the master bedroom and den included in the original total and told Mr. XXXX that the work was added to the XXXX work order. 5 ) After the first day of install XXXX rep XXXX. XXXX. refused to honor his promise to include the A/C min-split 6 ) That XXXX rep failed to leave Mr. XXXX a copy of the Home Depot forms or the XXXX work order ( stating that " they must have fallen out of the folder '' ) and that when Mr. XXXX made repeated request of XXXX sales rep to provide him copies of the paper work to verify the mini-split and agreement in general XXXX rep refused to provide a copy. 7 ) That XXXX rep XXXX XXXX. was aware that Mr. XXXX had not signed neither the Home Depot waiver or XXXX work order before installation began and was intentionally refusing to provide Mr. XXXX a copy of the documents, despite numerous requests by Mr. XXXX and other family members knowing that Mr. XXXX was not in agreement with and would cancel any agreement that would not include proper air-conditioning system for the entire residence. 8 ) XXXX intentionally rushed the installation ( before getting a permit ) over a weekend, and withheld the documents with the intent to prevent Mr. Xxx time to cancel. 9 ) the installation was under the falsehood of having been approved by the city and as been properly calculated by an engineer along with the verbal promises that if the customer was unsatisfied or that if the system failed city inspection then the system would be removed at XXXX cost and a full refund would be issued. 10 ) Mr. XXXX only was able to receive a copy of the Home depot paper work late Monday ( which where given to his wife, not him and where provided by the XXXX installers, not the XXXX sales rep who had repeatedly promised to come to the installation site to discuss the dis-agreements with Mr. XXXX but never returned. 11 ) When Mr. XXXX finally received a copy of the Home Depot he reviewed them and used them to cancel as required in the forms and with-in the tie allotted in the forms. 11 ) Mr. XXXX was only able to receive a copy of the XXXX work order by Tuesday only after repeated e-mail requests to XXXX. The copy provided shows that Mr. XXXX never signed the work order. 12 ) XXXX was informed by e-mail on several occasions that it must remove its equipment asap from the residence. XXXX was informed that its equipment was available for retrieval and was provide multiple e-mail addresses and cell phone numbers to coordinate retrieval. XXXX never responded to these e-mails. 13 ) XXXX was informed the air-conditioning unit was forming severe condensation and that the air-conditioning unit was never turning off. XXXX never responded to these e-mails. 


On XX/XX/2019 Mr. XXXX called the HOME DEPOT CREDIT CARD SERVICES and informed them that the {$13000.00} charges where not authorized by him as the work had been illegally and in-properly done by XXXX, specifically that : 1 ) An engineer had designed an A/C system that would sufficiently cool the house. 2 ) The engineers plans would be submitted to the City of XXXX for approval 3 ) That a permit had been attained from the city of XXXX in order to be able to legally preform the work as is required by law by the city of XXXX. All these items where promised in writing in the Home Depot paperwork and XXXX work installation order but where never done. Mr. XXXX also informed the Home depot credit card customer service agent that the cancellation had been sent by e-mail and offered to provide the documentation of the cancellation e-mail and acknowledgement and copies of the contract and items that where not fulfilled. Mr. XXXX was told that none of that information was required at that time. Mr. XXXX also explained the circumstances with the verbal promises by the XXXX rep and the refusal to provide a copy of the contract to Mr. XXXX. 
On XX/XX/XXXX Mr. XXXX received a letter from Home Depot Credit Services dated XX/XX/2019 informing him that a dispute had been opened for the {$13000.00} and that an investigation was being done. In the letter Mr. XXXX is not asked for any evidence or documentation. ( copy of letter attached ) No other correspondence or communication is received by Mr. XXXX regarding the investigation. 
On or about XX/XX/XXXX Mr. XXXX calls the Home Depot credit card customer service to find out the status of the investigation as he has not heard back. Mr. XXXX is shocked to discover that the dispute has been closed. Mr. XXXX is told that the dispute was closed because XXXX informed them that Mr. XXXX had signed the Home Depot installation waiver. Mr. XXXX does not understand how HOME DEPOT CREDIT CARD services could close the dispute with-out requesting or allowing his documentation to be submitted first. 

In-fact Mr. XXXX had never signed any documents with XXXX or Home Depot himself. Mr. XXXX explained that The Home Services Installation Customer Approval page states : Home repair contractors are prohibited by law from requesting or accepting a certificate of completion signed by the owner prior to the actual completion of the work to be performed under the Home Depot contract Yet the XXXX workers obtain a signature from Ms. xxxx, WHO DOES NOT SPEAK OR READ ENGLISH and takes XXXX XXXX, by telling her that they will not get paid if she does not sign the paperwork. The workers obtain the signature from Ms. xxxx while Mr. XXXX was not present. This is while XXXX XXXX. XXXX. sales rep had still never returned to provide Mr. XXXX with any paperwork after repeated requests and promises to do so. Additionally the paperwork itself Ms.xxxx was asked to sign indicates that plans were submitted and that a permit would have been attained from the city of XXXX, neither of which where done. She was asked to sign this paperwork by XXXX employees despite their knowledge that none of that work had been done. 
In no way is the installation considered complete or acceptable by Mr. XXXX. The air conditioning system is not sufficient to cool a large portion of the house. The air condition system was not calculated by an engineer to ensure that it would properly cool the entire house. The work was done without a permit denying Mr. XXXX the confidence that the work was up to City of XXXX building code standards. It is also illegal and a code violation for the install to have been done without first obtaining the permits before even starting the work, much less complete it. This was all known by XXXX when they asked Ms. xxxx to sign the Home Depot forms. XXXX obtained those signatures under fraud. They were aware that they never obtained a permit and rushed an installation. The work itself is was never completed. The Air Conditioning system IS NOT FUNCTIONABLE. The air conditioning unit never turns off but continues running constantly. There is also visible buildup of significant condensation around the air ducts. XXXX was informed but did not respond to repeated e-mails. 
Mr. XXXX is a XXXX  years of age. Mr. XXXX believed that the involvement of Home Depot and its guarantees meant that work would be done legally ( city permit ), professionally and to standard and satisfaction. {$13000.00} is a very large amount of money for Mr. XXXX. Mr. XXXX has already endured and is continuing to endure an enormous amount of stress because of this. It is clear to Mr. XXXX that he has been taken advantage of by XXXX. 
Mr. XXXX expectation is that HOME DEPOT CREDIT CARD SERVICES will abide by the 3 BUISNESS DAY CACELATION policy clearly stated in the HOME DEPOT paperwork. Acknowledge Mr. XXXX 's proper and immediate cancellation done on XX/XX/2019 as dictated in the HOME DEPOT forms. 
The laws of the city of XXXX make it illegal for XXXX to preform an air-conditioning installation with-out first attaining a city permit approval. HOME DEPOT vendor XXXX WAS AWARE OF THE LEGAL REQUIREMENT to obtain a permit from the city of XXXX BEFORE beginning the installation and yet intentionally choose to perform the installation despite this. Because of such XXXX  is solely responsible for any cost of loss of labor or equipment which are the result of its own actions. Additionally because of XXXX XXXX actions of intentionally circumventing the city 's permit process Mr. XXXX was denied his rights and protections that are afforded owners in XXXX via the permit process.

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