Consumer complaint received 2017-06-17
Company: CITIBANK, N.A.
State: CA
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:
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XXXX ,  XXXX   XXXX  (  XXXX  )  XXXX , (  XXXX  )  XXXX ,  fax   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX ,  XXXX   XXXX   XXXX , VA  XXXX  (  XXXX  )  XXXX  Cc :  XXXX   XXXX  Department of Consumer Affairs  , County of   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX   XXXX , CA  XXXX  (  XXXX  )  XXXX , (  XXXX  )  XXXX  Cc :   Best Buy  /   XXXX   XXXX   XXXX    XXXX   XXXX   XXXX   XXXX   XXXX   XXXX  MI  XXXX   XXXX   XXXX  Central time Cc :  XXXX   XXXX    XXXX    XXXX   XXXX  Texas  ,   XXXX  (  XXXX  )  XXXX , (  XXXX  )  XXXX  (  XXXX  )  XXXX  fax Cc :   XXXX   XXXX   : (  XXXX  )  XXXX  Supervisor   XXXX   XXXX   Field Management (  XXXX  )  XXXX   Re  :   Best Buy  /  XXXX    XXXX    Purchase Order # :  XXXX  See Enclosed receipts and documents To Whom It May Concern :  XXXX ,  Best Buy  /   XXXX  Sales,  XXXX ,   XXXX   XXXX  ,  XXXX   XXXX   XXXX   XXXX   XXXX    XXXX     XXXX   XXXX   1 . I  am requesting a full refund for the  XXXX  confection oven/microwave unit purchased at  XXXX   XXXX /  Best Buy.   <P/>  2.  I am requesting that all appliances listed below that are currently covered by  XXXX  be transferred to  XXXX   XXXX  for future services. I do not authorize any additional fees or loss of coverage.  <P/> Summary : I purchased a  XXXX      XXXX   XXXX   XXXX   XXXX   from  XXXX   XXXX  /   Best Buy  on Purchase date :   XX/XX/XXXX .  I also purchased a range, dishwasher and refrigerator. All items are paid in full.  <P/> The microwave/ confection oven was defective upon installation. I was issued an exchange o n Date :    XX/XX/XXXX . This item worked until  XXXX   XXXX . I purchased a warranty for appliances for all parts and labor ; expires on XX/XX/XXXX .  <P/> On  XX/XX/XXXX  my microwave unit stopped working on the confection side  (  baking, roasting and regular oven type settings  ).  I do not use the microwave settings for health reasons. The microwave settings were the only options that were working at the time of this service call. The confection features were the only reason that I purchased this item.  <P/> I phoned  Best Buy to  place a service call and was advised that they did not have my documents in their database. I maintained a copy of my receipts, and took them to the  Best Buy  store where I purchase this unit on  XX/XX/XXXX .  <P/> On  XX/XX/XXXX , I spoke with  XXXX   XXXX  from  XXXX   XXXX /   Best Buy    XXXX   XXXX   XXXX   XXXX .  XXXX   XXXX , CA  XXXX , (  XXXX  )  XXXX , (  XXXX  )  XXXX  fax. I provided him a copy of my original documents. He emailed  XXXX  my receipt of purchase and warranty details.  XXXX  also placed a request for service at that time.  <P/> I phoned  XXXX  several times to get an update and request for a service date. Finally,  XXXX   XXXX   XXXX  was assigned to my claim #. Ticket #  XXXX   XXXX , lisence #  XXXX  was the technician assigned to my claim on  XX/XX/XXXX .  <P/> Upon arrival  XXXX  was extremely rude and disrespectful to me and the workers in my home, he tore upon my unit and left parts hanging out and refused to complete the service of my unit when I asked several question about my unit.  XXXX  then demanded me to sign his invoice so that he could leave.  <P/> I wrote on the invoice,  Installer  refused to repair. I immediately phoned his company and spoke with  XXXX /dispatcher. I held a conference call from my end and spoke with  XXXX , supervisor from  XXXX . We went back and forth for  2  hours to resolve the problem which essentially was unresolved. I instructed  XXXX  that  XXXX   XXXX   XXXX  and all of their employees were no longer allowed on my property and to document this for all future calls.  <P/> I phoned  XXXX  corporate office on  XX/XX/XXXX  to get their assistance in replacing or repairing the unit. I spoke with   XXXX   employee #  XXXX , she provided me with ticket #  XXXX . I added  XXXX  representative  XXXX   XXXX  on the conference call to reach a remedy. None was made.  XXXX  was unable to locate my purchase in their system,  XXXX  agreed to email it them. I did not receive any follow-up from either person.  <P/> I phoned  XXXX  on  XX/XX/XXXX . I spoke with Representative  XXXX   XXXX . He sent to  XXXX  service center and placed a scheduling note of my experience. I requested a return authorization. There was not a follow up on this request from  XXXX . We also physically took the  Unit  back to the store purchased and asked if the manager could assist with a return or repair and were told that there was nothing that they would be able to do but wait on  XXXX  to call.  <P/> I phoned  XXXX  again and was told that there were only  ( 2 )  companies in my area that were able to service my unit and if I wanted to pay out of pocket they would consider, not guarantee a reimbursement. I Yelped reviews on the the  two  companies that were in their roster for my service area. All reviews were barely rated with  one  star-poor.  <P/> I was forced to have  XXXX   XXXX  assigned to my unit. When phoning this company I was advised that it was a  2 w eek wait before someone could come to my home. Please be advised that we are Senior citizens and  XXXX  veterans and placed the original service call  XX/XX/XXXX .  <P/> The wait for repairs has now become absurd.  XXXX   XXXX  told me that we had to bring the unit to their store if we wanted to expedite it and they could repair it immediately. On  XX/XX/XXXX , I had someone place the unit in our car and delivered it to  XXXX  at  XXXX   XXXX . I phoned them again on  XX/XX/XXXX and spoke to  XXXX  he said parts were ordered and will phone me next week.  <P/> Once again my unit sat in their office for a great length of time before being called. I phoned again and asked what is taking so long.  <P/> On  XX/XX/XXXX   XXXX   XXXX  returned my unit to my home, they did not reinstall it. They stated that they soldered the control unit. They left my unit on the floor by the front door. I had to pay someone to re-install the unit.  <P/> The worst part of it, the unit was not repaired and did not work, the same problem existed. What happened to in home service?  <P/> On  XXXX  I immediately phoned  XXXX  and spoke with a  XXXX . She now stated that she provided me with a sub-repair order #  XXXX  I phoned  XXXX   XXXX  again and was told technician  XXXX  was the tech that repaired the unit and will come back to make the repairs on  XX/XX/XXXX  between the hours of  XXXX   XXXX   XXXX .  XXXX  never showed up.  <P/> I get a phone call from  XXXX  on  XX/XX/XXXX  that he was on his way. This is not the way you schedule an appointment, come when you feel like it. I was able to allow for him to come in and assess the problem.  XXXX  stated that he replaced the thermostat on this visit. Once again the unit did not work when he left, the repair was incomplete.  <P/>  XXXX  said that he was not familiar with this unit and asked if I had the manual and was guessing what the problem was, said he could try and order  ( 3 ) h eaters and wiring harness to see if this will fix the problem and come back. I never received a phone call to schedule a new visit.  <P/> Yet on  XX/XX/XXXX  I received a voicemail at  XXXX   XXXX  from  XXXX   XXXX  that  XXXX  was on his way, but may not come until  XXXX . Yet again this is not the way you schedule an appointment, come whenever you feel like it and not consider my schedule. I placed all of the phone companies numbers in my phone directory so that I would never miss their calls.  <P/> On XX/XX/XXXX  I received a phone call from  XXXX  from  (   XXXX   )   XXXX  at  XXXX   XXXX  that he was a few minutes from my home and was going to come by then. I asked him to make sure that he can remove and replace the unit as when I spoke to  XXXX  is  manager  and he authorized him to install the unit on th e 1st  attempted repair.  XXXX  said he could not make the repair and would have someone call me on Monday. I am not holding my breath on that one.  <P/> On  XX/XX/XXXX , I spoke with  XXXX  from the  Best Buy  Department  of Defens  XXXX  metro home delivery. He stated that he was emailing  XXXX  to voice my concerns.  <P/>  XXXX  said there was nothing that he could do other than send the email voicing my complaints and for me to call  XXXX   XXXX  to see if they could service my unit but I would have to pay out of pocket.  <P/> What happened to my warranty that expires on  XX/XX/XXXX ?  <P/> I am requesting my entire appliance warrantie s ( Dishwasher, ran ge and microwave/confection oven be transferred to  XXXX   XXXX  warranty r epairs ).   <P/> As of date my unit has not been repaired to working condition. I greatly appreciate your urgent attention to this matter.

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