Consumer complaint received 2017-12-28
Company: CITIBANK, N.A.
State: NY
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:
XXXX XXXX, XXXX XXXX XXXX Home Depot Credit Services XXXX XXXX XXXX XXXX XXXX, MO XXXX Attention : Dispute Division Re : Open Project Job Order Account Number : XXXX XXXX XXXX XXXX Entry Door Job # : XXXX Purchase Amount : {$2600.00} Transaction date : XXXX XXXX, XXXX Local Branch Office : XXXX XXXX XXXX XXXX XXXX, XXXX, NY, XXXX XXXX at XXXX INSTALLATION MANAGER :  XXXX XXXX at XXXX XXXX XXXX XXXX I am disputing the above referenced purchase because the project has not been completed to my satisfaction. I was led to believe that the entry door had 2 KEY LOCKS and instead it has only 1 top key lock and a deadbolt. I have been calling and emailing XXXX XXXX Corporate Office, Home Depot Installation Manager and Home Depot Sales since XXXX XXXX, XXXX to get this matter resolved and no one seems to value my time, safety or the urgency of this issue. As a result, I will not pay the outstanding balance of the Entry Door - {$2600.00}. 
As stated in the Home Depot Credit Card Purchase Agreement, my repayment shall commence following the COMPLETION of ( all ) the Project ( s ). Hence, the Entry Door Project has not been completed. There is also the matter with the scratched Bay Windows, but I can only manage one long outstanding issue at a time. I will address the Bay Windows issue by the next statement due date. 
Please refer to chronology of events that have occurred since Monday, XXXX XXXX, XXXX : 1. Installation Date of Entry Door : Friday XXXX XXXX, XXXX { I questioned the installer about the missing key lock and he told me to contact HD on Monday } 2.  Initial call to Home Depot Customer Support ( XXXX XXXX Shamya Winfield ) : Monday, XXXX XXXX, XXXX { several complaints were filed on this day : installer took my garden broom, Bay Windows were scratch during the installation ; debris was left on my living room floor following the Bay Window installation, AND the Entry Door was not the correct door }. 
3. XXXX XXXX, XXXX, I informed the Installation Managers Assistance ( XXXX XXXX ) that it was imperative to have this Project Completed before the start of the school year because I would only be available on Sundays between XXXX and XXXX. I was assured that the door would be installed by XXXX XXXX, XXXX. 
4. Made official compliant with HD Corporate Office : XXXX XXXX, XXXX 5. XXXX XXXX, XXXX, I asked the Installation Manager and Sales Manager to defer payments on the Entry Door until the Project was completed. As of the date of this communication, neither Manager has followed up with me on  this request. I also inquired about the difference in price for the new door since its obviously cheaper given the downgrade. I was told there was no difference. I still disagree and will follow this up. 
6. Several additional calls made to Installation Manager, HD Corporate Office : XXXX XXXX thru XXXX XXXX 7. XXXX XXXX XXXX XXXX XXXX XXXX, XXXXales Manager, came by my home to have me complete a new order form to order a door with 2 KEY LOCKS.

8. Date to re-install correct door was scheduled for Saturday, XXXX XXXX, XXXX. Installations showed up 5-hours past the scheduled time with the incorrect door. In fact, it was the same exact door that was already installed. I called the Installation Manager,  XXXX XXXX at XXXX XXXX XXXX XXXX the same day and he informed me that since it was the weekend there was nothing he could do. No empathy. I asked him to follow-up with an email or text to inform me of the next steps to get this resolved. I never received an email. In fact, I ended up leaving voice mail messages every other day for the next 2 weeks.

9. On XXXX XXXX, XXXX, the Installation Manager, XXXX XXXX contacted me via text to ask what type of door did I order. I informed him a door with 2 KEY Locks. Subsequent effort to finally warp this up and have the correct door installed has not occurred. 
10. Please refer to email messages : As you can see from my account, more than the minimum payment is being made on time. I have gone out of my way to reach out to the Regional Manager, HD Complaint Division, even the CEOanyone that could help resolve this matter, but to no avail. 
Lastly, please apply all past payments to the higher priced transaction, Bay Windows {$4900.00}. 
Thank you. 

XXXX XXXX XXXX XXXX XXXX XXXX XXXX NY XXXX XXXX YOUR TEAM LEADER YOUR LOCAL BRANCH OFFICE Your first call for anything related to your project. Your branch is always there to help you. 


XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX, NY, XXXX XXXX ________________________________________ YOUR INSTALLATION MANAGER YOUR SALES CONSULTANT Your go-to if your team leader ca n't address your concern. For paperwork and finance questions. 

XXXX XXXX ( XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX

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