Consumer complaint received 2023-11-30
Company: AMERICAN EXPRESS COMPANY
State: MN
Product: Credit card
Sub-product: General-purpose credit card or charge 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 brought my truck in for a routine brake inspection and oil change on XX/XX/2023. Upon returning home, I immediately noticed oil leaking from my truck and contacted XXXX XXXX via the service chat. I had to bring it back three times over the course of two months for the XXXX XXXX. Each time I was there, I mentioned the brake inspection. Following the clean bill of health from XXXX XXXX, I drove the truck to South Dakota only to find that the truck had no brakes at all and was spurting oil all over the engine components, causing close to {$10000.00} worth of damage. The truck was deemed unsafe to drive by another service shop and I was told I should bring the truck back to XXXX XXXX. I did so, and over the next several months had XXXX XXXX attempt to repair the damage they caused from their negligence and inability to fix the oil leak they caused from the initial oil change. They charged me for the work after telling me they would work with me on the costs, but the truck is still leaking oil and the brakes system is not functioning properly. I have photos of the truck leaking oil in their parking lot from several occasions where they said they fixed it and it was ready to pick up. I then had to leave it there again for weeks on end. There is still oil residue all over the engine and it smells horrible when it runs. Many other components have failed due to the oil residue. For this reason, I began disputing the charges with American Express and it became quite apparent over the next few months that they were unable to handle the dispute. I had to call in over 40 times from XXXX through XXXX to resubmit documents, re-explain the situation, re-open the disputes, and wait for calls from American Express that never came. This XXXX, I was informed by American Express that they are not able to handle a claim for that high of a dollar amount and I should have sued the dealership in the beginning. To this day, the truck is not able to be driven and now no other XXXX XXXX will work with me to resolve this problem due to me disputing the charges with XXXX XXXX through American Express. In summation, I brought the truck in and paid {$200.00} for an oil change and brake check, they caused an oil leak/lied about the brake check, we were almost killed on the road, then they charged me $ XXXX to attempt to fix what they caused. I contacted XXXX directly, who told me they do not have control over the dealerships, and they recommended going to XXXX  and the Attorney General to file a complaint and get a resolution. The Attorney General then advised me to dispute the charges with American Express, which I had already been doing for 5 months. XXXX Consumer Affairs has since advised me that the dealership is refusing to fix the original damages and/or honor the services paid for by fixing the vehicle. XXXX Consumer Affairs advised me to take the truck to different dealership and pay for the repairs again.

Company response to consumer: Closed with explanation