Consumer complaint received 2020-06-02
Company: GreenSky, LLC
State: CA
Product: Payday loan, title loan, or personal loan
Sub-product: Installment loan
Issue: Problem with additional add-on products or services

Complaint:
On XX/XX/XXXX, we entered into an agreement with XXXX XXXX XXXX ( XXXX ) to replace XXXX windows and doors in my house and with costs including any work to resize existing window openings to accommodate XXXX available window and door sizes, plaster and paint inside and outside wall openings to match existing walls for a total contract amount of {$110000.00}. The salesman induced the affordability by offering me XXXX interest for 18 months with installment payments beginning after 18 months. The job was estimated to be complete on or around XXXX week. 
On XX/XX/XXXX, a technician returned and took measurements. We were informed that it would be necessary for them to order the front door and master bedroom door from an affiliate of XXXX and presented us with a tablet for our signature for authorization. We were assured again that we would not have to lift a finger for any moving of furniture nor plaster or paint and that the new windows and doors will be perfectly installed and matching to the house. 
On XX/XX/XXXX, the salesman came to apologize for the delay and that he had missed ordering for the garage window. By XXXX, XXXX can not give estimate date of delivery of the XXXX  and XXXX XXXX doors. On XX/XX/XXXX, I was notified by Greensky ( the loan provider ) that I owe them {$78000.00} which had been disbursed to XXXX. On XX/XX/XXXX XXXX started the installation. Two days later, they left without completing any plaster and paint work to finish the installation. The 2 doors were never ordered nor delivered. 
I called Greensky on XX/XX/XXXX and gave them specific instructions that no more disbursements out of my credit line should be made without my specific authorization as I am losing faith in the job being completed since my multiple attempts to contact XXXX by mail and phone produced no response. I called XXXX on 2 separate occasions in XXXX and once in XXXX to assure XXXX has my instructions on file not to disburse anymore funds from my credit line while I am trying to reach XXXX. 
On XX/XX/XXXX, without my authorization or knowledge, XXXX disbursed {$33000.00} to XXXX because it is the last date to utilize the line of credit. In XXXX, I received a new balance owe amount of {$110000.00} in the mail. 
At this point, XXXX has yet to re-plaster or repaint to complete the window installation nor deliver XXXX major missing doors. I had no choice but to go ahead and order the XXXX doors with a different manufacturer ( unmatching to the series ) and contract a painter to complete the window installation for a total invoice of {$37000.00}. 
Greensky completely ignored my instructions and disburse the last payment to XXXX against my specific instructions putting me in a difficult position to hold XXXX to their performance and get reimbursed for the cost I had to pay to finish their job. 
When I called Greensky and asked for their explanation, they claimed they have received authorization from XXXX signed by me. This is blatantly against my will to incur debt to pay for goods and services not delivered. I hold Greensky responsible to delete the final payment and credit my account for {$33000.00}.

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