Consumer complaint received 2020-01-29
Company: GreenSky, LLC
State: WA
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:
In late XX/XX/XXXX, I engaged a general contractor, XXXX  XXXX, to perform both electrical and HVAC services at my home in XXXX, Washington. As part of the hard sell, the company offered a 0 % loan for 2 years through GreenSky , LLC financing, which I decided to apply for and use to pay for the work being completed. 

The contractor did not complete the work agreed to - and still has not - and what work they did attempt to finish did not pass required local inspections. Additionally, because of unfinished work, additional damages occurred. 

I had begun making payments to GreenSky , LLC financing, but contacted them in early XX/XX/XXXX when I was unable to convince the contractor to return to finish the work after repeated attempts at getting them to do so. Eventually, GreenSky accepted a document which the contractor sent to GreenSky as 'proof ' that I had signed off that the work had been completed. I told the GreenSky employee that I had never signed such a document and asked to see it. They sent it to me which is when I discovered that the contractor had applied an electronic signature to a document that I had never seen. The contractor also applied a date to the document, that was a date during which I was still attempting by email to schedule with the contractor to finish the unfinished work. 

I furnished GreenSky , LLC with these emails and numerous other items indicating that the document the contractor had supplied to them was never signed by me, but they refused to investigate it. 

Over the course of the remainder of XX/XX/XXXX, I had filed a complaint with the XXXX XXXX XXXX ( XXXX  ) against the contractor still attempting to get the contractor to finish the work. During the course of the XXXX  interactions, the contractor submitted yet another electronic document that the company had altered as a different attempt at 'proving ' that I had signed off that the work was completed. I pointed out the fraudulence of this document as well to the XXXX  who followed up with the company who refused to address that particular issue.In the meantime, I arranged with the city of XXXX to conduct inspections on the work the contractor performed, of which both inspections failed. Through the course of the interactions with the XXXX, the contractor essentially acknowledged that they had not conducted the inspections and thereby not finalized the work. 

I informed the contractor of the failed inspections and gave them the opportunity to finalize the work, or refund the money for unfinished work which was now well documented. They did not respond at all. At this point, I hired other contractors for estimates and have begun having the work finished because leaving the work unfinished was a fire and safety risk, as well as was causing more damage. 

In accordance with the language on the back of GreenSky 's billing statement, On XX/XX/XXXX, I submitted documentation of roughly 70 pages by certified mail precisely as they requested to their disputes department showing clearly that the contracted and agreed upon work had not been finished including the two fraudulent documents and supporting documentation including failed inspections and the record of interaction between the XXXX, the contractor, and myself. I went above and beyond good faith to resolve the issue and GreenSky LLC, refused to acknowledge even receiving the packet of materials. 

After numerous phone calls in which I was still never transferred to anyone other than a low level customer complaint person, they sent a letter threatening to send me to collections. I responded to this letter with a second letter and essentially the same documentation, again exactly as stated by GreenSky , LLC. by certified mail on XX/XX/XXXX. 

Since that time, I have had a few interactions with GreenSky , LLC representatives, but rarely the same one. At one point, I submitted a paid invoice showing that I had had to engage a new electrical contractor to get at least the electrical work to pass city inspections because of the safety risks involved. In an email dated XX/XX/XXXX, a GreenSky representative responded to the invoice stating that the contractor was required to remove the dollar amount that I had to pay to the other contractor to have the electrical finished and that they had 3 days to do so. I was also asked to submit additional invoices or estimates for other work that was required for the original work to be completed to requirements - which I promptly did. 

GreenSky never acknowledged these receipts or estimates and to this day, my account has never been credited the $ 1800+ dollars that the company had already agreed to credit. 

I have repeatedly emailed and called GreenSky , LLC for status of the account and for the credit to be applied. GreenSky , LLC either refuses to return emails or refuses to address the exact concerns I've had. 

In short, GreenSky , LLC was presented with clear evidence that the merchant through which I was offered their loan, never completed the work that they had contracted with me to perform and had created fraudulent documents in an attempt to manipulate GreenSky LLC, and GreenSky , LLC continued to bully me for payment. Additionally, they have not applied a credit that they have already stated in an email that they would apply to the account, and they also have not responded to additional documentation that they said they would review of additional expenses I've incurred to finalize the work. 

I have spent literally dozens of hours providing GreenSky , LLC with documentation and being on hold with their company. After almost a year of interactions, they still will not allow me to speak to a person that has any authority to take action on my account. 

The contractor very clearly did not finish the services that they entered into a contract with me and caused additional damages and I documented it well, yet GreenSky LLC refused to take any action against their merchant. That they have not credited my account the amount that they said they had already authorized is reprehensible. 

I've attached some documentation to illustrate the points I've made here, but have much more additional documentation if helpful.

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