Consumer complaint received 2022-01-26
Company: GreenSky, LLC
State: TX
Product: Debt collection
Sub-product: Other debt
Issue: False statements or representation
Sub-issue: Attempted to collect wrong amount

Complaint:
This is what happened last XXXX, XXXX, I sent the following letter to Attorney General of Texas, and copies to XXXX XXXX XXXX and Greensky Loan Program. On XX/XX/XXXX, the office of the Attorney General referred this case to Texas Department of Licensing and Regulation, Air Conditioning and Refrigeration. 

The investigator assigned to this case was : XXXX XXXX, dated XX/XX/XXXX Re complaint XXXX XXXX. GreenSky case XXXX. I briefly talked to him twice, sent him various emails ( I have them on file ), and I have not heard back from him at all. Furthermore, XXXX XXXX XXXX did not even bother to contact me! 
. 
The following letter is a detailed description of my experience with XXXX XXXX XXXX and GreenSky Loan Program. 
: XXXX XXXX XXXX & XXXX XXXX XXXX XXXX XXXX XXXX XXXX, Tx XXXX XXXX XXXX XXXX ( Home ). XXXX : XXXX ( Mobile ) Office of the Attorney General Consumer Protection Division XXXX XXXX XXXX XXXX, TX XXXX XX/XX/XXXX To Whom It May Concern, On XX/XX/XXXX, our air conditioning ( A/C ) in the ground floor of our home was not cooling. Based on the reviews and being accredited by XXXX XXXX XXXX XXXX XXXX  ), I hired XXXX XXXX XXXX ( XXXX ), XXXX XXXX XXXX XXXX, XXXX, Texas XXXX. Telephone : XXXX to fix the problem. I learned about that company through a so-called XXXX XXXX XXXX XXXX XXXX XXXX XXXX, XXXX XXXX in XXXX : XXXX XXXX XXXX XXXX. 
On XX/XX/XXXX, XXXX sent for the first time their A/C technician, XXXX XXXX XXXX During that initial visit, MrXXXX XXXX offered a payment plan via GreenSky Loan Program for a period of 18 months to which I signed in agreement. Then, XXXX XXXX inspected the A/C unit. After he did, he documented in his notes : XXXX with ice around it. Check systems pressures, and low side pressures are low and superheat is very high. XXXX has a restriction causing systems pressures not to flow properly through refrigerant lines. 
Under the category Immediate Repair, he wrote : 1 ) Expansion Valve ( XXXX ). One year parts and labor warranty. Cost {$1300.00} 2 ) Expansion Valve ( XXXX ). Cost {$65.00}. 
Total : {$1300.00} On XX/XX/XXXX, XXXX XXXX came back and he wrote the following : A/C not cooling/working. During inspection discovered condenser under charged. This caused system not to cool properly. Suspect a leak in system. Today we add needed refrigerant to system. Come back out to locate leak in system with electronic leak detector. 

Under the category Immediate Repair, he wrote : XXXX minimum refrigerant charge, up to 3 pounds. *No warranty* Cost {$370.00} Mr. XXXX came back on several occasions in the process of trying to repair the A/C unit. Below are the dates, and next to them, the charges associated with the work he presumably did. 

XXXX {$96.00} ( Charged to XXXX XXXX card, under my daughters and my name, XXXX XXXX and XXXX XXXX XXXX, respectively ) XXXX {$1700.00} ( Charged to GreenSky Loan Program ) XX/XX/XXXX {$370.00} ( This amount was charged to GreenSky Loan but in GreenSkys transaction report, it appears to have been cancelled. However, it was probably added to one or both of the service calls on XX/XX/XXXX and XX/XX/XXXX ) XX/XX/XXXX {$570.00} ( Charged to GreenSky Loan Program ) XX/XX/XXXX {$940.00} ( Charged to GreenSky Loan Program ) From the first to the last time of service, XXXX did not provide a definite diagnosis of the problem or an estimate of the repair costs. They only gave me handwritten notes with charges above mentioned. 
Notwithstanding recurrent visits, -- over a period of approximately more than one month, from the XX/XX/XXXX to XX/XX/XXXX, -- presumed identification of problems and application of remedies to those problems the XXXX technician claimed to have executed, the A/C remained broken. 
There appeared to have been a leak and instead of repairing it, the XXXX technician kept adding refrigerant which, in turn, kept leaking. And as he did, new charges accrued and were applied. I became aware of this situation only after I accessed the transaction history of the GreenSky Loan Program. All the while, the A/C problem remained unsolved. Later, and based on the diagnosis of another company, I learned that coil was the problem ; and XXXX did not identify it in spite of the leak. 
Due to XXXX  inaccurate diagnosis, ineffective and expensive service, and no response to several calls I made to them to complain about the fact that the A/C remained nonfunctional, I sought a second opinion. Thus, in XX/XX/XXXX, I called XXXX XXXX XXXX and XXXX. This company was highly recommended by a friend. The owner, Mr. XXXX XXXX, ( 30 years experience in A/C field ) immediately identified the problem and solved it on XX/XX/XXXX by replacing a 3 ton coil. The total charge was {$1900.00}. 
Furthermore, on XX/XX/XXXX, I called XXXX to complain about their poor service and to demand a full refund of {$3200.00}, a {$69.00} finance charge, and an initial charge of {$96.00} posted on my XXXX XXXX card on XX/XX/XXXX ( already in dispute ). XXXX refused to refund the above charges. Instead, they offered and insisted to credit that amount toward the purchase of a new A/C system. I declined. I did not need a new A/C unit! 
They also offered to corroborate XXXX diagnosis and on XX/XX/XXXX, they sent XXXX XXXX, Senior SVAC technician. XXXX XXXX came to inspect the A/C and agreed with XXXX diagnosis. Since that visit, I no longer heard back from them. In the meantime, I kept calling them demanding a full refund. XXXX staff stated that the company would not refund the fees. 
On another note, I became aware that every time XXXX sent the technician to service the A/C unit, they added fees to the GreenSky Loan. Moreover, prior to seeking a second opinion, XXXX had come five times and the A/C problem remained. In contrast, during XXXX first visit, they identified and fixed the problem and charged a one-time fee. It is because of this difference in service, that I no longer agreed to continue working with XXXX. 
When XXXX refused to reimburse the payments, I called GreenSky Loan to explain to them my experience with XXXX and told them that I was not willing to pay for their services. GreenSkys response was that they understood my position and would talk to XXXX. However, GreenSky said that XXXX told them that they could have finished the repair job after XXXX diagnosisbut that I refused to continue working with them. Therefore, GreenSky concluded that it was up to XXXX to refund the fees. 
I assume that GreenSky has absorbed the debt and that XXXX has been fully paid for their deficient services. I am not willing to damage my excellent credit due to XXXX incompetence, and unethical and unprofessional business practices. Moreover, as an elderly widowed female who was had no knowledge of A/C malfunctioning issues, I believe I was targeted by XXXX  predatory business practices. 
Finally, I am submitting all the evidence I was given by XXXX  to demand a full refund of {$3200.00}. In the event this matter is not solved to my satisfaction, I am also filing a complaint with the XXXX XXXX XXXX ( XXXX ) in XXXX, TX. 
FYI : On another note, all calls made to XXXX and GreenSky were recorded by their system. No estimate was provided throughout the time that they serviced the A/C unit. And XXXX technician second visit, he indicated that because the A/C remained nonfunctional, that I could need a new A/C unit. Later, when I asked for a full refund based on my dissatisfaction with their inept services and deceptive practices, XXXX insisted that fees already charged could be used toward the purchase of a new A/C unit. I suspect that XXXX intention from the beginning was to sell a new A/C unit. After my experience with them, I researched that company more thoroughly and found that there were more than 60 complaints against them. 
Thank you for attention to this matter. 
Sincerely, XXXX XXXX XXXX XXXX : File XXXX XXXX XXXX GreenSky XXXX XXXX

Company response to consumer: Closed with explanation