Consumer complaint received 2018-05-16
Company: GreenSky, LLC
State: FL
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
OnXX/XX/XXXX I contacted XXXX XXXX  of XXXX florida for an estimate to remodel 2 bathroom showers. The Owner, XXXX XXXX, came out onXX/XX/XXXX and gave me an estimate for the job. I asked if they offered 3rd party financing and he stated they used a company known as greensky credit which offered 18 months of no interest finiancing. The contract price that XXXX XXXX gave me was for {$12000.00}. I submitted my credit information online to grensky credit for {$12000.00} and I was approved for {$12000.00}. A week later, on XX/XX/XXXX I sent XXXX XXXX  an email stating that I wanted to change 2 things on the showers. Instead of covering up both windows in the shower, I want to keep them exposed. He never responded to the email nor did he ever call me saying there would be any change in price or any additional fees. 3 weeks went by of no communication from XXXX XXXX, so on tuesday, XX/XX/XXXX, I called XXXX XXXX  and asked for an eta for installation. He said he would call me back with an eta but never did. Again I called XXXX XXXX  on XX/XX/XXXX and was again told he would call me back with an eta for installation, but never did. On XX/XX/XXXX I sent XXXX XXXX  an email asking for an eta for installation. He never responded. I sent another email on XX/XX/XXXX, stating that if I did not hear from him that I wanted to cancel the job. again he never responded. Finally on XX/XX/XXXXI sent XXXX XXXX  a XXXX  message asking for an eta for installation and if I didnt get a response that I was gon na cancel the job. His wife, XXXX who is also part owner of XXXX XXXX responded with an eta for installation on XX/XX/XXXX through XX/XX/XXXX. I responded to the email on XX/XX/XXXX stating that I wanted to cancel my order as I was never told installation would be so far in the future. I contacted greensky credit on Wednesday,XX/XX/XXXX and filed a dispute and the case was given to XXXX XXXX. I also filed a XXXX XXXX XXXX  Dispute, case # XXXX. On Friday, XX/XX/XXXX, I sent XXXX XXXX, emails of communication with XXXX XXXX and pictures of both contracts from XXXX XXXX. Finally XXXX Said that I could not cancel my order as there was nothing on the contract stating eta for installation plus XXXX XXXX had already ordered parts that could not be returned and that I had to give XXXX XXXX  the oppurtunity to do the job.

After weeks of communication with XXXX XXXX  at XXXX XXXX, their installers finally came out to my house and performed the remodel onXX/XX/XXXXwhich included removal of the master bathroom shower walls, bathtub and spare bathroom bathtub and shower walls and installation of the new shower walls and bathtubs, along with glass doors. As I was out of town for the week, When I got home on XX/XX/XXXX, I inspected the work and noticed multiple issues. Both Shower glass doors didnt fully close, had gaps at the tops, both shower glass doors would roll back open when closed, the shower base had a major creaking noise from the center of the shower when you would stand on it, window trim kits were not level, the sealant bead around the shower walls was seperating in multiple areas, there was a loud popping noise from the center of the shower in the spare bathroom after taking a shower. I immediately sent the owner, XXXX XXXX a text message with pictures of all the issues. XXXX XXXX sent their installers back out on XX/XX/XXXX to fix the initial issues but created a bunch of new issues. Horrible sealant beads through out both shower door rails, instead of running a new sealant bead and removing the old sealant bead, they just put a second layer on top of the first that was done horrible, installed shims behind the shower glass door rails to place the rail closer to the door, put a hole in my wall outside of the spare bathroom leaving the broken pieces of the wall inside the wall and then spraying a foam inside the wall around the shower base to try and cover up the noise, then placing a cheap vent cover on the wall instead of fixing the wall correctly and painting it. All of this information was sent to XXXX XXXX  via text message to the owner, XXXX XXXX and again I Contacted XXXX XXXX at greensky via email onXX/XX/XXXXand told her I wanted to dispute the entire transaction. I sent her over multiple emails from XX/XX/XXXXthroughXX/XX/XXXX. Sent over a bunch of emails with pictures, videos of the issues including the form left behind by the company for me to sign which gave them permission to charge my account which I never signed.

Once again was told by greensky credit, via XXXX XXXX, they I had to let the contractor ( XXXX XXXX ) try and resolve the issue. So the owner of XXXX XXXX, XXXX XXXX  and his wife, XXXX XXXX, came out to my home onXX/XX/XXXX for me to show them all of the issues done by their installers. XXXX XXXX  assured me, via text message, that all of these issues would be resolved.

Finally, XXXX XXXX sent their installers out for a third time on XX/XX/XXXX They replaced the spare bathroom bath tub and redid all of the other issues that I had addressed to them. The Owner, XXXX XXXX, sent me various pictures showing that all issues were fixed. When I got home, found multiple problems after. Numerous scratches on the walls, numerous scratches on the shower rails, crack in the tile floor, back shower glass door in the spare bathroom did not slide along the shower door rail, both shower heads in both showers loose in the walls, a piece of wood shoved behind the shower door rail in the master bathroom to try and move the rail closer to the shower door to correct the gap, and still did not correct the loose walls in the master bathroom, sanded down a section of the wall in the spare bathroom to correct a humb in the wall but never offered to repaint.

At this time, I started to contact both the manufactures of the shower doors and the shower wall companies that the contractor used to ask if the job was being done correct. Sent Various pictures and emails to XXXX XXXX  at XXXX XXXX, the manufacture of the shower doors and rails that XXXX XXXX uses and emails with pictures and videos to XXXX XXXX  at XXXX XXXX, the manufacture of the shower walls in which XXXX XXXX uses. I Recieved emails back from both manufactures that XXXX XXXX  was not doing the job correctly and lying about certain repairs that they claimed were recommended repairs from both manufactures. XXXX XXXX at XXXX XXXX  confirmed that Installing a piece of wood to gap out the shower rail was not a recommended repair. He said to fix out of square conditions in the wall, They supplied a ripped filler. XXXX XXXX  at XXXX XXXX told me the issues I was having with the walls being loose were due to installation and not the product. I sent all of these emails to XXXX XXXX as I wanted my money back. XXXX XXXX  also advised me to get a second opinion, in writing, from another bathroom contractor of all the mistakes and issues created by XXXX XXXX. OnXX/XX/XXXX I contacted XXXX XXXX XXXX XXXX XXXX  who came to my home and put in writing, 2 contracts, all the issues created by XXXX XXXX   and everything needed to correct the issues and these were emailed to XXXX XXXX  on XX/XX/XXXX. I was told by XXXX that all of this info would be forwarded to the dispute team at greensky credit. My dispute was handled by XXXX XXXX at Greensky credit. During the Entire time of my dispute, I never once heard anything from XXXX XXXX  regarding my dispute. I spoke to XXXX XXXX  regarding the claim onXX/XX/XXXX and was told she would call me back on Monday,XX/XX/XXXX with an update but never called me. I sent XXXX XXXX Emails on XX/XX/XXXX andXX/XX/XXXX asking for updates to the case at which time she did not respond to either email.

Finally on XX/XX/XXXX, I recieved an email from XXXX XXXX  at greensky credit that greensky investigated my dispute and determined that all of my issues and disputes with the merchant needed to be directly worked out with the merchant and that greensky would not help out.

Now here are my issues. First, I applied for the loan with greensky credit for {$12000.00} on XX/XX/XXXX and was approved for {$12000.00}. Sometime between XX/XX/XXXXand XX/XX/XXXX my account limit with greensky went up from {$12000.00} to {$13000.00}. This was the {$700.00} difference for the window trim kit needed to allow for my windows in both showers to still be visible. My huge problem is, never once was I told their would be an additional {$700.00} charge for this Window Trim kit, nor did I ever give XXXX XXXX  authorization to request, through greensky credit, an additional {$700.00} through my credit. I complained about this in the dispute through greensky credit, but it was never addressed.

The second issue is, onXX/XX/XXXXthe installers for XXXX XXXX left me a borrower payment certificate to sign. This stated that I acknowledge reciept of the greensky installment loan agreement with the lender, I instruct the lender to disburse to contractor the proceds of this agreement in the amount specified below, and that I confirm there has been satisfactory delivery of all equipment, goods and services by the contractor and if any installation was included in the contract, there has been satisfactory completion of such installation. I have never signed this agreement. I still have the original copy that I never signed. I sent an email to XXXX XXXX  on wednesday XX/XX/XXXXspecifically asking her what the purpose of this agreement is and sent her a picture of it. She replied on XX/XX/XXXXthat this is my signed authorization for the merchant to process transactions on my account. So if I have never signed this, why has XXXX XXXX  been allowed to process {$12000.00} without my authorization and then submit my credit information for an additional {$700.00} without my authorization???? When I called greensky credit on Thursday,XX/XX/XXXXto again ask this same question, I am now being told this form is used when the merchant wants to make additional charges to the account after the purchase window has closed. That makes no sense as nowhere on the form does it state anything about additional purchases. I sent XXXX XXXX  an email on Wednesday XX/XX/XXXX for her to call me to discuss this form. She called me on Wednesday, XX/XX/XXXX and told me she would look up the form and call me back on Thursday, XX/XX/XXXXbut refuses to call me. I again emailed her on Thursday, XX/XX/XXXXwith a copy of the sheet, but she will not call me back. I believe greensky credit realizes they have dropped the ball on this entire transaction but refuse to acknowledge it and refuse to make it right. Since I started disputing these claims back in XX/XX/XXXX, Every phone call to Greensky credit goes nowhere. I am always told someone would call me back but no one ever does. I am also told conflicting information by different employees.

My third issue is the only reason I applied for the loan through greensky credit is because XXXX XXXX  along with greensky credit, offered 18 months of no interest financing. What I was never told before I applied for the loan is that interest accumulates at the beginning of the first transaction which makes paying this loan off, in full, during the 18 months near impossible. The purpose of a 18 month interest free loan is exactly like it says, to not charge any interest for 18 months. I have made 9 payments since XX/XX/XXXX, totaling {$2700.00}, my balance started off at {$13000.00}, after {$2700.00} payments my balance should be {$10000.00}. But instead its over {$13000.00}. So basically all I have been paying is interest which is a complete lie to what I applied for. Now I have to take out a seperate loan to pay this one off as I was lied to about the details of the loan. And I dont see any of this untill a few weeks after I applied for the loan.

My Fourth issue is I believe XXXX XXXX  is not a Licensed Business. XXXX XXXX claims to carry Florida License # XXXX as shown in the emails to me, but when this number is entered into the florida Dept. of business and Professional Regulations website, no such license number exists. Nothing on their contracts show any license information nor do they show any warranty information nor any cancelation policy or any information for that matter. According to Florida Law 501.031, XXXX XXXX should of had in writting, on the contract next to my signature, a written notice of my right to cancel. Both contracts should of also of had an explanation of my rights to cancel. non of this is on either of the 2 contracts I signed. I have requested multiple times to cancel this job even before it started. Each time being told I cant because there is nothing about it on the contract. According to florida law, Failure to include specific disclosures in a home improvement finance contract is a violation of Florida Statutes 520.73. Also according to florida law, Failure to include the disclosures required by 12 Code of Federal Regulations 226.15 extends the right of rescission to three years ( rather than three days ).

As of right now, sunday,XX/XX/XXXX my 2 showers still have the same issues as they did from the last time XXXX XXXX  came out on XX/XX/XXXXand have not been corrected. Some of the original issues have returned. The sealant bead around the base in the master bathroom is starting to open up again due to the loose walls. The shower floor on the master bathroom shower is starting to creak again when standing on. I have explained to greensky credit, on multiple occassions, why must I continue to be forced to do business with a contractor, who greensky uses and provides financing too, that has not been doing the job correctly, plus did not do the contract correctly. I have supplied, on several occasions, muliple emails with pictures, videos of all the issues. Supplied Greensky credit with emails from the manufactures that XXXX XXXX is not doing the installation correctly. I supplied Greensky credit with 2 estimates from a second bathroom company of everything done wrong by XXXX XXXX and what needed to be done to correct it. The only response I get from greensky is to deal directly with the merchant. I have given XXXX XXXX 2 oppurtunities to make this right after the initial visit for installation. I have contacted XXXX XXXX again by email on XX/XX/XXXX, XX/XX/XXXX and XX/XX/XXXX to correct these issues and they are blowing me off. Since XXXX XXXX  has already been paid for this job, they dont care anymore.

I am asking greensky credit to refund me in full the {$2700.00} I have so far paid and clear my remaining balance to XXXX as I have not authorized any transactions at this point, this been proven by the borrow payment certificate that I have never signed. Also Considering the contract that XXXX XXXX wrote up did not contain my right to cancel as a buyer. I refuse to be told by a finance company that I have no recource against a contractor ( WHO GREENSKY USES ) who is not doing the job correctly, and is not writting up their contracts correctly, this after providing multiple documents showing proof. If I would have known that greensky does not monitor the contractor 's quality of work, I would have never signed up for this loan. Again, information I did not see untill after applying for the loan and getting it in the mail. I want my money back and balance placed to XXXX so I can find another company who can come out and do my bathroom remodel with no issues.

Company public response: Company believes it acted appropriately as authorized by contract or law
Company response to consumer: Closed with explanation