Consumer complaint received 2021-11-02
Company: GreenSky, LLC
State: WI
Product: Payday loan, title loan, or personal loan
Sub-product: Personal line of credit
Issue: Problem with cash advance

Complaint:
On XX/XX/XXXX XXXX, a salesman from XXXX XXXX, came over and gave us a sales pitch and information regarding windows, patio doors, and doors. We went through all the options together. While XXXX was here, he offered us to finance half of the project through Green Sky, stating there would be no charge, payments or interest until the project was completed ( COD ). He stated that by financing through Green Sky we would receive a larger discount on the project. We agreed and XXXX applied for the loan for us on his phone through an application. We were approved and XXXX took all our account information to apply it to the contract. We paid the down payment of {$12000.00}, half the project, via our personal credit card and the remaining half of a little over {$12000.00} would be financed through Green Sky and charged on completion ( COD ). My husband signed a contract to purchase windows/door/patio doors through XXXX XXXX ( XXXX ). 


In XXXX we received a billing statement from Green Sky even though none of the work was completed. I paid the amount to avoid our credit being affected. My husband contacted Green Sky and he was advised that XXXX XXXX charged our Green Sky account even though none of the work had been completed. The Green Sky representative told my husband that we had to have XXXX XXXX contact them. My husband was finally able to get XXXX, the owner of XXXX, on the phone and XXXX stated he would contact Green Sky to have the charge reversed. 

XX/XX/XXXX was the install date, but the install date came and went and no windows were installed nor were we even contacted by XXXX. Later in the month of XXXX we received another billing statement from Green Sky. Again, my husband called Green Sky and again he was told that XXXX XXXX would need to contact them and let them know the project had not been completed. My husband contacted XXXX and XXXX again said he would contact Green Sky to have it reversed. 

Every month we continued to be billed even though the project hadnt started or even had an install date set. 

On XX/XX/XXXX, I contacted Green Sky and filed a dispute. The contract with XXXX states the portion that would be financed through Green Sky is COD, yet the XXXX charge from May for the final half of our project still remained. The representative I spoke with at Green Sky looked in history and saw we had called about the charge and wanted to know what we needed. I advised him the project had not even started and that I wanted to know why we were even being billed. The rep looked and said he was not sure why, but that XXXX charged the account in May. He found no certificate of completion and I advised him the project had yet to even start. He filled out a form for a dispute to be opened. 

On XX/XX/XXXX, I received a case acknowledgement letter from XXXX XXXX. I contacted XXXX for more information on how the case would proceed. XXXX was not available, so I talked to another representative who tried to tell me that XXXX could charge the amount to Green Sky for a down payment. I explained several times to the representative that we already paid a down payment on our personal card and that with the Green Sky payment, XXXX has actually been paid in full. The rep kept asking what I wanted, if i just want3ed and install date or to cancel the order. I advised her that if those were the only option then I wanted to cancel I guess, as I wanted the charge credited back. I advised her the account should have never been charged in the first place because the Green Sky portion is XXXX and the project had not even begun. The rep had XXXX call me back. 

XXXX called back a day later and she too tried to say that XXXX could charge to our Green Sky account already because XXXX needs a downpayment to start the project. I explained to her several times we already paid half the project as a down payment up front on our personal CC and that the Green Sky amount was to be financed and paid upon completion ( COD ). XXXX wanted to know how much of the project had been completed. I advised her absolutely nothing had been done yet and that there was no install date. I advised her XXXX just keeps pushing it back a month when we call, but the time comes and goes and hes yet to be telling the truth. I advised XXXX that with the Green Sky payment XXXX was now paid in full for a project that had yet to begin and possibly appeared to may never happen. 

XXXX asked that I send her proof that we already paid a down payment. I sent XXXX XXXX a copy of the contract which showed that we made the down payment with our CC and proved the amount charged to Green Sky is COD. I forwarded XXXX emails from the owner of XXXX proving the windows had not been installed. XXXX confirmed that she saw we made the down payment with our personal CC and was not sure why XXXX had charged the account already in May. XXXX stated she would need to reach out to WS and wait for a response. 

XXXX XX/XX/XXXX, I can not remember exactly, I contacted Green Sky to get an update. XXXX was not available, but the rep looked and confirmed that there was no response from XXXX as of yet. She also stated that XXXX had not worked the case since the Tuesday prior, on which she sent an email to XXXX and was still waiting on a response. It was confirmed that we had not signed a certificate that the work was completed. I requested that they make a permanent credit to the account since there was nothing left to need at that point. The rep told me she would let XXXX know I requested ACH and have XXXX call me. 

Monday, XX/XX/XXXX, XXXX called me and told me that I needed to wait XXXX business days for a response. XXXX stated she had no new information. I asked what she needed since she had the proof she needed. XXXX advised she still had to talk to WS and wait for them to submit a credit. XXXX advised that after 10 business days it would be escalated to another department. 

Today, XX/XX/XXXX, I contacted XXXX again. I asked her what the update was since it has been XXXX business days. She told me she had no new information. She was unwilling to tell me much of anything. I asked her if it had been escalated as she said it would be after 10 business days. XXXX stated it had already been escalated last Tuesday. I asked why she didnt tell me that it had been escalated, and she said she didnt call me or tell me because she didn't have any information to give me. I pointed out that the case being escalated was new information. XXXX continued to respond the same way to every question, stating that she has no new information. She informed me that it was escalated to another department and she didnt know how it worked from there. I asked XXXX for a time frame that I should wait for an update and she told me she didnt have a time frame she could give me. I asked her if it could be a year, and she said no. I said then you do have somewhat of a time frame. She informed me it is usually 45-60 days. I asked why she didnt just say that right away then.. She again just said because she had no information to give me until she heard back from the other department and that there was nothing she could do or tell me at that point. I advised her that I knew they were being investigated, that she was a terrible representative who seems to be annoyed whenever I call and seems to have no interest in helping or saying anything other than she has no new information to give. 

I asked to speak to her manager. XXXX put me on hold and came back to the line telling me that she would send a request to have her manager call me back. XXXX stated I should hear back in 24 hours. 

XXXX XXXX seems to care more about XXXX than about her customers. She has failed to show any sort of compassion or empathy for the situation. She fails to offer or provide information unless the right, specific questions are asked. We are out a large amount of money for a project that has not started and continues to be pushed back. Green Sky has all the information they need to permanently credit our account. 

I know of other people going through the exact same situation with Green Sky. XXXX is charging them before the project starts. I know of people fighting Green Sky to get their money back. I feel Green Sky and WS are working together to wrongfully provide XXXX funds up front for work that has yet to be done.

Company response to consumer: Closed with explanation