Consumer complaint received 2024-12-26 00:00:00
Product: Credit card — Store credit card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: CITIBANK, N.A.
State: OH

Complaint narrative:
Letter of Dispute : For Home Depot window ( s ) installation to V ... P ... ..s and address at XXXXXXXX XXXX XXXXXXXX XXXX XXXX XXXX, Ohio XXXX XXXX XX/XX/year> Installation was completed with the wrong color trim and no knowledge of which Windows had tint placed in them. The windows with tint were supposed to be placed on the left side of the house. 
Calls were made to XXXX XXXX regarding these concerns. Eventually it was set up to have Home Depot come back out and fix the trim color. 
Emails sent back and forth from installation team noted that the color we originally picked was never actually available and we were to pick a different color. We did not have the options in front of us so we said to pick something similar. The color that was chosen we okayed, however the color that was eventually reinstalled was not even remotely close to the original color that we picked. Again these are noted in the emails attached. We tried to tell Home Depot that the color we agreed on in the email was not the same color that they actually put on our windows but nobody seemed to care or listen. We finally convince them to come back and place a entirely different color on. A coloXXXX that we weren't very pleased with but we seem like we did not have many other options. 
I began noticing with the windows that when they were closed, the other window would move with it and it was difficult to lock and unlock. XXXX XXXX told me this sometimes happens with new windows and for me to let them settle in. I gave it some time but the windows never got better only worse. So I called XXXX again and he said he would come out to check them. He came out and agreed the windows were not right. He also mentioned that there were several customers with these windows having the same problems. He wasn't sure if it was an installation issue or a manufacturing issue and assured me that if I could be patient he would figure out the solution for us. I also again mentioned about not knowing which Windows actually had tint, but he still had no answer for that either.

I started waiting weeks and then months checking in here and there with XXXX to see if there have been any updates but every time we spoke it was another, still finding a solution answer. After months start going by I begin to become worried because the cold months are upon us and with these windows that fall open they don't close fully and have cold drafts which are uncomfortable and losing money with energy loss. At this point I start becoming a little more aggressive about calling XXXX and also calling the management team. They start putting me through the customer service process which also takes more months and still nothing seems to get done. The last time I spoke with XXXX he assured me that if I could just be patient they will resolve everything and I should get compensation for all of my concerns and tribulations. 
Finally the manufacturer of the windows sends somebody out to check the windows. He discovers that two of the windows that were supposed to have the tint, were indeed placed on the wrong side of the house. He fixed those windows. Then when noticing the issue, he wasn't sure but thought maybe he could place stronger balancers on the window to help. He did that to all of the windows except one that was being blocked, and asked me to test the windows. When I tested the windows the issue seemed to get slightly better but still was not resolved. He tried telling me that I closed the windows too hard and to just close them gently and the issue wouldn't happen. I disagreed with him saying I'm not slamming them, these windows are faulty I'm closing them in a normal way. He continued to disagree with me and say that he was going to write that in his report. I had no follow-up from anyone so I needed to call for myself. Upon calling several times and finally getting a hold of somebody they said that the manufacturer saw no Faults to the windows. 
At this point I had been trying to call XXXX XXXX and he would never pick up my calls. I also mentioned that the installation team could also call him but nobody ever seemed like they wanted to. I called and called and had to wait weeks at a time for someone to say they were going to call me back but never would. I will attach all of the call logs. 
So then I decided the only other option I had was to start a dispute. The first dispute I started I attached documents but the dispute got declined the second dispute also got declined. The third dispute got resolved and my card was credited initially but then all of the funds were put back on my card without any warning. The reasoning for the funds getting put back on my card were because I did not attach documentation which this brings me to this letter. 
Overall this experience of Home Depot installation has been one of the most stressful experiences I've ever had. Highly unprofessional customer service and installation team. I'm just looking for someone to make it right and no one seems to want to do that. Please consider this dispute and the time that it has taken and funds it has taken from me as well.

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 non-monetary relief