Consumer complaint received 2017-09-13
Company: CITIBANK, N.A.
State: CO
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:
I am the victim of reprehensible incompetence and neglect at the hands of a Home Depot kitchen designer at the XXXX, CO store location #XXXX. The following is a timeline with detailed accounts of every interaction, conversation and event that took place during these transactions. 

XX/XX/XXXX - I buy appliances at Home Depot, aka XXXX, and meet with XXXX XXXX, AKA XXXX the kitchen designer at Home Depot in XXXX, CO (email address: XXXX is her email and Store ID is XXXX) and start template on the exact same day. I explained that i only wanted to get the appliances there so that everybody had proper measurements in the system for template and a seamless measurement for countertops and cabinets; I pay for the appliances separate from the countertops and cabinets that day; I ask to proceed with the cabinets and XXXX informs me that an XXXX XXXX, AKA XXXX, sale would be kicking in on the XX/XX/XXXX; I tell her lets take the next few days to make me the perfect kitchen, and I explain that I would like to spend less than $3,000; I provide XXXX with measurements based on details she told me we needed, including distances from windows to walls and ceilings to floor and a variety of other numbers; we meet for 3 hours that day and she tells me she will email me the rendering later; she does so and I send back reply email (within the hour) correcting one major measurement error (which later cost us an entire wall cabinet and circuit for led countertop lights (see email proof from myself, XXXX, sent on XX/XX/XXXX).

XX/XX/XXXX- I email XXXX asking for new rendering, but she never sends; I call in and she tells me she is having trouble with the spacing for cabinets on the rendering and to sit tight; I go back in later that day and sit with her and XXXX  XXXX, AKA XXXX, gets involved, gives us advice for a dead corner in order to get the dish washer in to the right of the sink and make everything fit; I explain that I am not satisfied with having to waste that space, explaining that I would prefer a "lazy Susan" or "blind corner," but after being told neither can fit and coming to appreciate the template, and even asking a number of times are you sure these wall cabinets will all fit? they reassure me that as long as the measurements are correct, they will all fit; I say I will trust their word and that we will finalize everything for when the sale kicks off.

XX/XX/XXXX- kitchen demo begins, I completely gut my old kitchen and begin putting tile backer board down in prep for tiling floors.

XX/XX/XXXX- I go back into HD and see XXXX new rendering, and explain that i am amazed that everything can fit- including the wall cabinets on east side wall. I then explain I dont feel comfortable hiring a cabinet company to make my cabinets without someone from the store coming to measure on site, so I ask if I can hire the HD measurers and she says "no, not without them doing install;" she asks how close I live and I explain its 5 minutes away, and how I would trust her and be grateful if she would check her measurements on the rendering she created; she agrees to come over after work and double check the measurements with me; I email her directions to my house and she comes after she gets off at XXXX for final measurements before placing order.

XX/XX/XXXX- XXXX  assures me that she has double checked everything and we are good to go and everything will fit; I explain that I only have XXXX on me and would like to potentially pay for a down payment towards cabinet that day; XXXX tells me the only way to proceed with the order would be to pay in full that day and mentions a HD financing option that has 24 months financing; I explain that I am hesitant to finance something and mess up my credit, but she tells me its the only way to proceed; we sign me up for the credit card and place the order .

XX/XX/XXXX- go into the HD and meet with XXXX to order the countertops; she also orders sink; asks me if I need plumbing and I say only sink install; I tell her that I ONLY need sink install and no plumbing whatsoever; ask if I can just buy counter and she says must hire the installation to secure order; i agree and we add this order to my HD financing, charges me $XXXX on HD cc and assures me that the order is now paid for in full
 XX/XX/XXXX- cabinets are dropped off; XXXX is out of town so wait a week for XXXX to return; upon inspection, 2 doors are noticed to be scuffed up so I speak to XXXX (supervisor at XXXX) about rushing their shipment to arrive before install; she kindly obliges, and this is my first interaction with the cabinet manufacturers.

XX/XX/XXXX- My electrician, XXXX XXXX, comes and installs new circuits for all kitchen appliances plus led countertop lights; walls are all ripped out and new electrical lines are run for counter lights, microwave outlet and all the appliances (see pictures).

XX/XX/XXXX - all new drywall is installed and holes are made in places according to the template and measurements provided by XXXX, 2 of which turned out to be useless (see pictures).

XX/XX/XXXX - after two days of installation, my general contractor - XXXX XXXX, AKA XXXX or XXXX", who XXXX XXXX (manager at Home Depot store XXXX) later met -  stops when he realizes there is no dishwasher return for counter support or dw" stability- also a complete open hole visible back to drywall @northeast corner of kitchen (see pictures); second problem emerges: 3 inches off on measurement from north kitchen wall to wall (was told to be 133" but only entered in as 130") so 6" filler piece has no filling capabilities for "dead corner"; 3rd problem emerges: 9" wall cabinet to enclose microwave hold has no space because designer ignored email sent XX/XX/XXXX reminding 64" from wall to window frame but designer ignored the email and never changed the template; XXXX makes me take an extra trip home to get the useless cabinet for return before even being willing to issue any refund; as a cause and effect: entire circuit for led lights and useless holes installed in wall by electrician; contractor is paid $XXXX and electrician paid $XXXX for led light circuit line run down; go back into home depot with cabinet that never should have been ordered in the first place and managers XXXX and XXXX issued a total of $XXXX in refunds and gave me condescending attitude about why I felt entitled to a refund in the first place; XXXX spends 40 minutes finding me some filler pieces and a wall column to close in that microwave, wall column is 42" height (needed 39") and 3" deeper then every other wall cabinet (see pictures,  realized on XX/XX/XXXX installation); refuses to acknowledge her mistakes, but reveals that the corner cabinet will be obstructed by the microwave- a concept never before mentioned despite template having all items purchased at home depot the day of original design start (XX/XX/XXXX); I am told to leave with $XXXX, which is all I would be getting, and that I should be happy I even got anything.

XX/XX/XXXX- electrician comes to house and wires up outlet in upper wall cabinet over the microwave; runs a line directly down to basement sub panel and cuts line to fit in place for outlet; cuts out hole in back of cabinet for outlet and cover and is paid $XXXX.

XX/XX/XXXX - upon inspecting order receipt after seeing XXXX on Friday, it was realized that no dw return had been ordered so I went back into HD and sat with XXXX for an hour to toy around with filler ideas before ordering the dishwasher return and some filler pieces; after the piece is ordered, the manager XXXX gives XXXX clearance to pay for one item but I must still pay for my shaker trim molding- full compensation is still not even provided but i am once again told that's the best they can do.

XX/XX/XXXX - I get worried about how this is being handled and reach out to XXXX; I speak to XXXX, a supervisor, who insists she has to talk to the distributor about this issue and try to help me resolve it with HD; she calls back and leaves a voicemail telling me to expect a call from either XXXX or XXXX from the XXXX store; later I get frustrated by how wronged I have been at the XXXX store so I pursue an avenue above the local level; I meet with XXXX , XXXX at XXXX when no one at XXXX store will provide assistance; he makes it a main priority and even emails XXXX XXXX and theIr DM and branch managers above the local level; I thank him and return home; get XXXX ready to do crown molding and install microwave the next day after installation drop off.

XX/XX/XXXX- still no word from XXXX or anyone at HD but XXXX is at house when appliances are dropped off at XXXX XXXX and we see that the microwave hangs 3 inches lower then expected; the measurements for the microwave are 3 inches off despite exact specifications being in HD  system; he is forced to stall on microwave install and we realize he can't do crown molding either because he will now have to remove the upper wall cabinet that doesn't fit; I email XXXX immediately but get no response about that problem, she emails back 9 hours later asking about countertop plumbing and telling me it will cost $XXXX if i want them to do it (mentions in email that I already told her I was all good); I meet with XXXX for 2 hours during that day and place multiple orders for 2 new pieces without help of designers, XXXX never shows her face to help fix the design; XXXX tells me he has spoken to XXXX the real manager who is on vacation until Sunday and has capacity to provide proper assistance and refund; contractor removed upper wall cabinet and tries to move outlet, but realizes there is no slack on the romex wire and says to get electrician over to install longer wire and hold off on pay and bulk it into next part of the job.

XX/XX/XXXX- meet with XXXX the store manager and told him the story, showed him templates, mock up renderings, emails and pictures of before and after shots from this project, and promised to speak to DM following day about getting cleared for full reimbursement at the end of the project; states that "this is not right and you will be taken care of" and agrees that everything is a major let down on Home Depot's end; electrician comes to house and installs new romex line for outlet and moves it up 6 inches on wall for XXXX to fit inside new cabinet for $XXXX; XXXX gives $XXXX reimbursement on handles for cabinets as a gesture of kind faith for all the inconveniences, and assures that everything will be made right; assures me he will be there all week to ensure this process goes smoothly.

XX/XX/XXXX- meet with XXXX again, show him more pictures, he says has spoken to DM and again states states that "this is their mistake and you will be taken care of"; I sit down with XXXX and XXXX to order more pieces to help finish the kitchen; mentioned I have trusted XXXX  even though my trust in XXXX is what led us here; mentioned consumer financial protection bureau at which point he calmly reminds me that we need to get me all the right pieces and then deal with making it right; he then passes me off to XXXX who orders some final cabinet filler pieces; XXXX promises all pieces will arrive by Fri XX/XX/XXXX; XXXX never ordered scribe molding as XXXX had told him to, discovered on XX/XX/XXXX delivery.

XX/XX/XXXX- I call in to HD  and XXXX tells me the pieces will in fact not all be in on XX/XX/XXXX; XXXX calls back and his only excuse about the misinformation for delivery date is "they tell us one thing Monday and then tell us another thing the next day" to justify the misleading information about product delivery, which had been promised in full for end of the week and would now in fact be completed by XX/XX/XXXX.

XX/XX/XXXX- speak to XXXX, supervisor at XXXX, who explains upper wall cabinet will ship XX/XX/XXXX. XXXX refuses to provide exact arrival date, warns it could be as late as XX/XX/XXXX. I threaten to return everything- including appliances and countertop order, and he tells me he made a note that I said I wouldn't be paying for any of it and reassures me yet again that i would be compensated at the end after all materials arrive and project is complete; XXXX calls me at XXXX XXXX to tell me he won't be in on Thursday -even though he promised earlier in the week to be in all week to ensure this process went smoothly.

XX/XX/XXXX- I get call from XXXX with no updates about arrival for wall cabinet, but more back tracking from XXXX who says he will not know exact arrival time for any items until XX/XX/XXXX and that the wall cabinet "could arrive as late as the XXXX".

XX/XX/XXXX- the replacement pieces ordered with XXXX on XXXX finally arrive, as well as some of the pieces ordered with XXXX and XXXX- still do not have all pieces; contractor is irritated that he has to make time to come back next week too -since i couldnt obtain all materials for XX/XX/XXXX (despite endless phone calls between HD and XXXX XXXX); XXXX and XXXX are at my house when I arrive there, and they bring materials to the porch and ask to come into my house, at which point  i show XXXX the status of the project and each problem caused by depot designer's inconsistencies and he says "its a good thing i saw this" and once again promises compensation at the end of the project, at which point I say I am uncomfortable I don't have anything about compensation in writing, he dances around the subject of 100% refund even though i insist i want it in paper; I ask about wall cabinet and they say they "do not know when it will arrive because of the holiday" and "could be tuesday, latest Wednesday".

XX/XX/XXXX- XXXX emails false information about my countertop order at XXXX (see pictures); unbeknownst to me, my order has been on hold for a transaction i never authorized.

XX/XX/XXXX- I call XXXX XXXX XXXX when I have not received my install date and find that my order is on hold when I speak to XXXX XXXX (email XXXX), only to learn that XXXX charged me for an unauthorized service charge for my countertop installation; unbeknownst to me there was a pending balance that prevented my order from going through- when XXXX emailed me about this on XX/XX/XXXX in the midst of her measurement debacle, at which point she even references that I [in a] "previous conversation stated that you would either be taking on your plumbing or having your installer help out (see email). At which point I responded and told her she was not reliable and to relay me to someone else- XXXX or XXXX- for any more follow up ($XXXX was subsequently added to my XXXX XXXX XXXX, AKA XXXX," store balance without my consent or knowledge); in fact no one contacted me or followed up, and instead she just signed me up for the additional service and according to XXXX at XXXX the hold went into effect on XX/XX/XXXX and I only heard about on XX/XX/XXXX as I awaited installation date information; spoke to XXXX at XXXX XXXX and learned this information that Home Depot was guilty of signing me up for extra services I had outstanding payment owed for and sends me a copy of an email sent from XXXX on XX/XX/XXXX trying to sabotage my order and place a hold on it (see email from XXXX sent on XX/XX/XXXX); XXXX asks me when my installation date is and I explain there has been no date assigned due to the outstanding balance (I learned from XXXX that the hold went into place on XX/XX/XXXX in XXXX XXXX XXXX system due to charges never authorized by me); XXXX insists he will call them right away and get me "set up for installation" and when i call back and he has no update at which point I tell XXXX that I no longer feel comfortable that his Home Depot isn't out to sabotage my order and that I have email proof between XXXX XXXX XXXX and Home Depot about a hold and balances never once mentioned to me for services I never accepted; XXXX  says he will look into the charges and acts like its all good once again and tells me to just wait on his call; I insist once again that a meeting with the DM is to take place and that I will not be paying for this service either, yet XXXX proceeds with the order and assures me the meeting will take place when the DM returns from vacation.

XX/XX/XXXX- XXXX came to my house with the cabinets, still not entire order however- had to send guy back later with the rest; he came into my house for a second time and saw the current status of project and the dead corner debacle; he also saw all the emails about countertops and agreed the actions were reprehensible; I told him I would not be paying for either the countertops or the cabinets and that I may file credit card fraud charges for the unauthorized charge that resulted in a hold on my counter order which I paid for in full via the same HD credit card - he told me he would speak to DM and set a meeting for once he returned from vacation; XXXX XXXX, the XXXX, witnessed the entire conversation as he was there for installation; he installed wall cabinet microwave and wall column, which was in fact 3 inches too deep for the cabinet depth despite ALL other cabinets already ordered in the system, so he cut everything down with a table saw to make due; another problem emerges as we run out of crown molding, which XXXX also ordered too little crown molding and we ran out, so XXXX ordered more to arrive next Tuesday.

XX/XX/XXXX- call from XXXX at XXXX telling me measurements are off for sink depth due to sink ordered (by XXXX) to fit in counter with backsplash; I get XXXX on the phone to fix it and after 20 minutes on the call XXXX tells us there is a suitable replacement; replaced with a rectangular one instead of oval, which has 4 inches less depth and doesnt match with the XXXX$ sink faucet i bought at home depot; yet another issue caused by designer and fixed by me personally as intermediary between distributor (XXXX) and manufacturer (HD)- XXXX tells me this is "inexcusable" and apologizes emphasizing that he and DM will take care of everything.

XX/XX/XXXX- XXXX tells me crown molding is being overnighted to my house and sets meeting date with DM for XX/XX/XXXX at XXXX XXXX.

XX/XX/XXXX- I get countertops and sink provided by XXXX  is installed with a dent; XXXX, the field supervisor, goes back to XXXX and gets a new sink to install; I go to HD at XXXX XXXX and try to explain my case to the DM, who told me he "wasnt trying to be there for an hour" and interrupted my explanation as to the damages owed, at which point he offered XXXX  (which he claimed to be the remaining cabinet balance) and I turned him down; explained story and he had little compassion, told me i could "out talk him" and "tell my story" as much as I wanted; threatened to ban me from store if i used wrong demeanor or tones with his employees; XXXX sat there quiet and never reaffirmed any of his prior claims about making things right for me or the reprehensible behavior of his employees throughout this project.

Summary of Home Depot Errors:

1. XXXX XXXX ignored email sent on XX/XX/XXXX with proper measurement from wall to window on northeast side of kitchen (64 - see email to XXXX) 
2. kitchen designer came to customers house to double check measurements the night before the order was placed; see email providing directions to customers house; still got other wall length wrong on north side of kitchen, mistakenly had 130 in template instead of 133 - effectively leaving 6 universal filler piece completely worthless and leaving a wide gaping hole visible to the drywall in the northeast corner of the kitchen cabinets with no support for countertops (see pictures)
3. kitchen designer ordered a 9 wall cabinet for a space that had a 6 clearance from the microwave hood to the window trim, ignored email mentioned previously; the original concept showed wall cabinet over counters, and my electrician installed romex cable for led light fixtures to be mounted underneath the wall cabinets; before ordering, I explained my concern about the space and was reassured that everything would fit; when going in to complain, greeted with animosity and barely provided compensation, but also forced to go retrieve worthless cabinet and cart it back myself; designer orders a replacement wall column to go over the useless holes that were drilled for the counter lights and also to close in the microwave hood
4. kitchen designer neglected to order crucial components for dead corner including dishwasher return and proper filler pieces for the space, despite persuading customer to accept wasted space in exchange for fitting in a dishwasher; contractor has to field cut the return to add kick board and install 2x4s for any support to even piece the filler pieces together; effectively created a lip in the kick board because otherwise there would have been no counter support for that corner (see pictures)
5. upon being confronted, designer revealed that appliance would obstruct corner cabinet and prevent it from opening fully - a concept never before mentioned until meeting on XX/XX/XXXX to rectify original wall cabinet and dead corner errors
6. upon appliance drop off, delivery men show that the microwave hangs 3 inches lower then cabinets and too close to the range oven; it later was revealed that the entirely wrong measurements were entered into the template, despite all information being readily available in HD system with exact specifications* (see pictures)
7. the wall cabinet that was already installed had to be removed, despite outlets being installed for the microwave hood (see pictures); separate costs are incurred for electrical rewiring when worker must rewire things to raise 6 higher for new wall cabinet that is ordered on XX/XX/XXXX to replace the one that cant actually fit over the microwave hood (see pictures)
8. the wall column that was ordered on XX/XX/XXXX finally arrived on XX/XX/XXXX and was revealed to be 3 too high for the other wall cabinets and also 3 inches too deep; must be hand cut in both height and depth in order to fit with the other cabinets - designer haphazardly ordered a completely faulty replacement piece as a useless attempt to fix the original problem
9. realize that designer ordered too little crown molding despite assuring there would be at least 20% extra
10. designer ordered the wrong # of handles for cabinets, despite a 2 week order time frame and never made an attempt to order the rest; I had to do it personally online after the handles came in and were several short of the necessary amount
11. designer responded to emails about appliance measurement errors with completely irrelevant question about plumbing services for countertops; ignores response which tells her she is off the project, and effectively puts a hold on the order through XXXX as enacted on XX/XX/XXXXfor an unauthorized service charge, despite having witnessed me pay in full for the countertop order to XXXX XXXX XXXX; order is effectively on hold for a week, and XXXX emails XXXX on XX/XX/XXXX telling her to keep a hold on my order and lying about intent to contact me about an outstanding balance and ordering XXXX at XXXX to put a hold on my order, which she does the following day (see email chain from XXXX > XXXX and XXXX > XXXX, reveals malicious intent to stall an order that I already paid for in full and made all necessary services quite transparent)
12. call from XXXX at XXXX telling me the designer ordered me a sink that would not allow my faucet to sit behind the sink in front of the window, despite representation on the template as such and a clear understanding from the customer that my faucet would be centered in the middle of my sink in front of the windowsill  ( and yes, XXXX ordered my sink and charged me for it); I am forced to call XXXX the manager at XXXX and express that I will not be paying for the countertop after being fraudulently charged for a service that I never required; XXXX sends me email showing XXXX intent to hold my order and prevent its completion for said unauthorized charges; install date is set at which point sink and counters get installed;  sink is dented so XXXX goes to XXXX factory and replaces it, extends the job by an hour but still gets it done

*the very purpose for ordering appliances, counters and cabinets at Home Depot was specifically for seamless integration for any rendering and template made in the HD kitchen design center - none of which took place when the measurements were incorrectly entered into the original template despite.

Additional Damages: 

- 2 XXXX XXXX at XXXX XXXX XXXX XXXX since XX/XX/XXXX (and a 3rd scheduled for XX/XX/XXXX)
- XXXX XXXX and manipulation at the hands of kitchen designers and HD managers who refused to acknowledge their negligence and make right on their mistakes
- financial debt and credit utilization issues and being coerced into opening a credit card under the pretenses of 24 month financing when the actual stipulations are far less advantageous and I am currently accruing interest on my HD charges with that very same card opened in XX/XX/XXXX
- extra $XXXX in electrician fees for wasted wires and outlets and necessary line extensions
- extra $XXXX in contractor fees for wasted time and rigging together dead corner, wall column and crown moulding
- compromising and settling for an inexcusable level of negligence, incompetence and malfeasance at the expense of me and my property

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