Consumer complaint received 01/21/2018 about Credit card or prepaid card (Store credit card) with CITIBANK, N.A. (CA).
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: In XX/XX/XXXX, I met with a XXXX XXXX XXXX salesperson to buy an AC system. She convinced me to get a XXXX XXXX XXXX. I ended up buying and spending $ XXXX to buy 5 units, 1 big compressor and have it all installed with insulation. Here is where the issue starts. Although the sub contracted AC company that installed my Units were very nice, the job they did initially was terrible. They left a crack in my ceiling, and they did not professionally cover up the wholes they made to have lines for excess water to drip out. I had to email XXXX XXXX XXXX back and forth multiple times to try and get the issue resolved. The Supervisor came out and they redid the work they initially completed. Then came the insulation. It was a 4 week period in between all this. During that time, my AC system would display a " - - " on it 's display. This was a brand new XXXX system just installed. As in 3 weeks old and already the unit was shutting down and not blowing cold air. I called the AC subcontractor and he was nice enough to come out but couldnt find anything wrong. This happened on multiple units. Not just one. All during this time, XXXX XXXX XXXX did not really understand why I was getting frustrated. The insulation was installed, but again, not the best of jobs. Again, during this time period the system would shut on and off and there was no explanation. Again, it would shut off with no explanation and I would have to flip the breaker to get it to try and work. Again, XXXX XXXX XXXX has not been helpful at all. I literally financed the cost of a brand new vehicle to try and fix my living condition, and instead im sweating in my house because Sears genuinely does n't care. I tried asking for a Manager 's email and the Installation Scheduler from Sears would not give me their manager 's email. $ XXXX of that is for a 5 year master warranty from Sears because they promised to take care of any issues. Then, Sears sent out the contractor to check the unit. They sent out the original installer to check the unit. He said he could not find ANY issues. Sears then sent out a second contractor so they could validate my " warranty claim ''. During this visit, the contractor found rodent droppings and said that the wires were chewed. This was a completely different finding from the first contractor. The 2nd contractor took photos. When I asked Sears for photos of the first visit, they could not provide any. This is where it does n't add up. How did the rodents get into a condenser unit? The installers who initially installed the unit even took the time to mesh the pipes so rodents could n't get in. This leads me to believe that either the initial contractor who inspected the unit may have left an opening up, or they never checked the unit initially. Sears DID NOT provide proof of the initial inspection of the unit nor proof. So I have no idea what happened in the 4 days between the first visit and second visit. Also, I contacted Sears multiple times and they never provided me the dates of the visit or Photo proof. I then contacted Citibank, the creditor to file a dispute. When I filed the dispute, Citi went off of Sears letter. I want to know if and when did Citi conduct its own investigation. I was never asked for documentation or any information. From the generic letter that Citi sent me, it seems that they just went off of what Sears said. Citi never addressed the fact that Sears HAS NO PROOF of the first visit and the condition of the unit. They did not address the fact that Sears refused to send proof or respond in a timely fashion. They never contacted me for any information. It seems as if they just went off of Sears 2nd set of photos, but never conducted a full investigation. It seems odd that the first contractor would not take photos of their work or the unit to submit information for, but that the second contractor would. I have included transcripts of the emails between sears and I, and the generic letter from Citi. It is almost 5 months since I bought the unit and no help or anything. Please keep in mind that I bought an additional $ XXXX warranty that was sold to me and Sears did not honor it.

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