Consumer complaint received 2016-05-06
Company: WELLS FARGO & COMPANY
State: KY
Product: Credit card
Issue: Other

Complaint:
I hired insulation company to inject foam into my walls and they offered me a loan through Wells Fargo with 0 % on 5 years. They were hired with promise of XXXX % savings in utility bills, more comfortable home ( plaster walls can get cold ) and no allergens but in return they destroyed walls, created moisture and mold, negative pressure ( moth ball smells and fireplace creosote backup ), utility bills are higher than they were and I contacted them a week after the job was done to complain. They promised to fix but disappeared after 3 days and doing more damage to my walls. Same day XXXX/XXXX/2015 when they did n't show up I received a call from Wells Fargo about the charge and I explained what had happened and asked they dispute. I was told I do not owe anything, paperwork has been completed and if XXXX XXXX tries to charge again it will not go through without my approval. I received the first bill on XXXX/XXXX/2015 and have been disputing since providing multiple proof documents ( energy audit with thermal images, pictures of damage, HVAC report, environmental report ). I provide so much proof, explanations, people that did the reports to speak with them, for Wells Fargo person to come by the house and walk through however I do not get any questions, answers or proof back besides these answers from Wells Fargo : - XXXX Insulation states they repaired the damages therefore we consider this dispute closed ( Not true and no proof was provided so they are taking their word for it ) - XXXX Insulation states you signed a contract so they send me a copy of the contract ( which I already have and provided to them as my proof ) and checklist ( which does not have my signature and I never saw until Wells Fargo sent to me ). They dispute again however dispute is in regards to job creating issues because it takes up to XXXX hours for the foam to cure which is when the problems started and i complained a week after. 
- Newest one is XXXX XXXX claims they filled XXXX walls which were not part of the contract but were completed free of charge. Again no proof or mention what they are referring to while ignoring thermal images proving foam is missing in many places. 
Excuses and excuses and the worst part is Wells Fargo will not call me, will not answer my questions I ask and they are supporting whatever XXXX Insulation SAYS without any proof. Pictures and professionally done audits that I had to pay for are not good enough. There is some connection between Wells Fargo and XXXX XXXX for them to back them up so consistently. If I had paid with any other credit card or loan this would have been resolved long time ago. I will have to gut my walls ( XXXX other insulation companies I asked for fix will not have anything to do with it unless everything is gutted and cleaned out ) to resolve the negative pressure, allergens and moisture problems. I 've received a quote for some fancy computerized furnace and AC at cost of {$18000.00} on top of what it will cost me to gut the walls and re-insulate and possibly find other things inside walls when they are open due to moisture. I asked to get XXXX Insulation insurance contact info to file a claim and once my home is repaired i will pay the fees I owe. This was not even addressed just like any of my other questions and concerns. 
It has been going on for a year now and we can not deal with health issues any longer ( XXXX ) which we did not have in the last 9 years so i am requesting that this {$7300.00} is charged back to XXXX XXXX. Residential legal action takes 2 years or more and cost is not contingent on wining the case so i can not risk spending everything i have on legal fees and still have to repair the home at my cost in the end or it dragging out longer but if necessary will go that route.

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