Consumer complaint received 2023-03-27
Company: CITIBANK, N.A.
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Card was charged for something you did not purchase with the card

Complaint:
Sometime around XX/XX/2023 we hired XXXX XXXX to install a dishwasher. When the appointment was made we went into great detail to explain our kitchen set up and also answered all of the questions they asked us. The person helping us was XXXX and after going through everything involving the job he gave us a quote and explained what each item was that made up that quote- it was for {$320.00} and included the installation of the dishwasher, installation of an electrical outlet and fees for hauling away 2 dishwashers. He then said they required a credit card on file to hold the appointment and we obliged. On Wednesday, XX/XX/XXXX they showed up to do the work. The first thing they looked at was the location of the pipes and discovered that they are coming up from under the house ... .vs the other possibility of them being behind the drawers of our island connected to our sink. They then said they needed to access the crawl space to take a look. Once they were done with that they informed us that they would not be able to do the job and would have to come back another day as they weren't prepared for an installation involving pipes under the house. We mentioned that when we were talking with XXXX setting up the appointment we told him we didn't know where the pipes came from and we discussed the two possibilities expecting that the installers would be prepared for both scenarios. The young man at our house said XXXX had not put that in the notes for the job. We said we were fine with rescheduling and then the young man informed us that they were going to charge us a fee for the " Site Inspection '' they had conducted. He said this would be in addition to the quote we had been given. When asked he said he wasn't sure how much the fee would be but he thought it about {$140.00}. We told him we were not ok with this and ultimately after he called his manager- who was actually the company Owner from what he said after- and we were told the fee was going to be charged. We expressed we weren't ok with it and I asked for the name of the decision maker with the company and he gave that information to me and left. We called the appliance company that we bought the dishwasher from and that referred us to XXXX XXXX and spoke with the manager there. After hearing our story she offered to contact the owner of XXXX XXXX as she has a good relationship with him. She also mentioned that XXXX is new. To this date I have never heard back from her and a couple days later a fee for {$160.00} was charged to our credit card. We filed a dispute with Citi, the issuer of our credit card and they declined the dispute saying " After a review of your dispute, we determined that we are unable to assist you because you received the services you contracted '' ... and referred us back to XXXX XXXX for any further resolution. Here is our position : When the installers showed up for the job they were there to do an installation. They looked behind our drawers in our island and accessed the crawlspace all under the guise of completing an installation. After they did that work they THEN told us there would be a fee for a " Site Inspection ''. That was the very first time those words had ever been mentioned to us. We weren't told about it during scheduling, we weren't told before they did the '' inspection '' and we were not given an option to accept their fee or not accept it and decline the service because it was never on the table until after they determined they would have to come back. They very clearly did NOT do the job they were contracted for and created a way to still charge us due to their mistake of not being clear in the job order. The reasoning for declining our dispute is not a fair evaluation of the actual events.

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