Consumer complaint received 2018-09-27 00:00:00
Product: Credit card or prepaid card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: WELLS FARGO & COMPANY
State: CA

Complaint narrative:
XX/XX/18 Purchased a new mini-split HVAC air conditioning unit at XXXX XXXX for a total of {$2700.00}. So I applied for their Wells Fargo Home Project Credit card and paid in full after credit card application went through. XXXX rep told us unit will be install on XX/XX/18. 
XX/XX/2018 Unit was install by unnamed contractor ( did not ID himself ) no other persons onsite. 
XX/XX/2018 I called XXXX and talked to XXXX about installation issues. XXXX promised to have manager call back. No call back was received XX/XX/2018 I called XXXX, XXXX said he did not speak to manager yet. I requested managers phone number whom goes by XXXX at XXXX. 
I called XXXX, but she did not pick up. XXXX called back and said she was driving and will call be back. I agree to send pictures and information of text. 
XX/XX/2018 I called XXXX at XXXX, she did not pick up, I left SMS message. 
Talked to XXXX via text gave her chance to remedy situation. She would not honor requests XX/XX/2018 Called Wells Fargo ( WF ) to initiate credit card charge back XX/XX/2018 Called Wells Fargo rep, was advice by rep that XXXX send some documentation over and WF was still processing them. 
XX/XX/2018 Called WF rep, was advice by rep that XXXX will call to schedule service appointment. XXXX never called back. 
XX/XX/2018 Called WXXXX spoked to XXXX service appointment set from XXXX. XXXX said to give XXXX the list of issue to fix. XXXX insists that XXXX are not required to follow manufactures instruction, however they need to make sure it follows countys building code. 
XX/XX/2018 XXXX rep came after XXXX did not identify himself or left a business card. Rep looked around and took picture. Rep did not perform and services and will not address any issues or concerns we had, he only check the operations of the unit. 


XX/XX/2018 Faxed over additional documentations including all permits on the house, XXXX suspended license and all city code violations XXXX made during installation. 
Call city of XXXX XXXX XXXX confirmed that permit was not pull and city defers to manufactures installation manual and California mechanical code for installation of mini split. 

Called WF could not reach XXXX. 
XX/XX/2018 Called WF could not reach XXXX. 
XX/XX/2018 Called WF could not reach XXXX. 
XX/XX/2018 Called WF spoke w/ XXXX inform us to send in more documentations andor contract w/ XXXX ; advice to get a city inspector but already told him we need permit for city inspector to come out. So far, no resolution can be made until more documentations is received. Called city of XXXX XXXX and confirmed that city inspector wont come out until there is a permit for unit. 

In conclusion, Wells Fargo Dispute Center did not follow up and I have to constantly be calling them to ask for progress of dispute. Told them XXXX   is doing illegal business by not pulling permits and their contractor license is currently under suspension. Wells Fargo said that is not enough for a resolution and they need more documentations expecting me to fax them more documentations. At this point Wells Fargo want me to forward more documentations and contact XXXX for additional documentations. Also want me to get a city inspector to come out but I need a permit in order for city inspector to come out.

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