Consumer complaint received 2023-10-05
Company: JPMORGAN CHASE & CO.
State: CA
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:
Re : Dispute of two Chase credit card charges related to a XXXX XXXX  car rental Disputed Charges Type : Partial Dispute Reason for Dispute : Bait-and-switch, Breach of contract Posted : XX/XX/XXXX Description : XXXX XXXX XXXX  Reference XXXX : XXXX Amount Posted : {$1400.00} Amount Disputed : {$380.00} Type : Full Dispute Reason for Dispute : Breach of contract Posted : XX/XX/XXXX Description : XXXX XXXX XXXX Reference XXXX : XXXX Amount Posted : {$160.00} Amount Disputed : {$160.00} Statement ( First Dispute ) On XX/XX/XXXX, I made a car rental reservation with XXXX XXXX via the XXXX website, for pickup at XXXX XXXX XXXX XX/XX/XXXX at XXXX, and XXXX at XXXX XXXX on XX/XX/XXXX at XXXX, for XXXX XXXX 

XXXX sent me a booking email, which contained these details, the reservation number XXXX, and ended with the phrase, WE LOOK FORWARD TO SEEING YOU! ( See XXXX - Your booking request for XXXX XXXX. ) No further communication was sent by XXXX regarding this reservation, and, absent any further communication, this is sufficient for any reasonable person to believe they had entered into a contract for the reservation of a rental vehicle with the stated type, price, pickup, and return details. XXXX did have my mobile phone number, email address, and the ability to send a push notification to my mobile phone, but chose not to use any of these means to contact me beyond sending me the booking request email. 

Upon arrival at the XXXX XXXX XXXX rental counter, at or about XXXX on XX/XX/XXXX, XXXX XXXX informed me that at some point within the preceding XXXX XXXX had unilaterally XXXX the rental reservation. XXXX further stated that no similar vehicle was available for rent. XXXX informed me that they could only offer me a lesser car at a higher walk-in rate of XXXX. ( See XXXX - Rental Agreement.pdf. ) With no other way to complete my trip, I was forced to accept XXXX new terms a lesser car for a higher rate. 

This the difference in rental rates represents an absolute markup of XXXX, plus an undetermined relative markup for the difference in car quality between the reserved premium car ( XXXX XXXX XXXX, XXXX XXXX XXXX or similar ) and the lesser available car ( XXXX XXXX XXXX. 

XXXX was clear and adamant that they did not intend to honor the reservation price, they acknowledged that XXXX alone had cancelled the reservation, and they acknowledged that XXXX XXXX not have notified me of any such cancellation. 

XXXX engaged in clear bait-and-switch tactics, which are prohibited by law, by offering me XXXX product and then effectively forcing me to switch to a lesser, more expensive product. 

As such, XXXX is liable for the difference in rental rates of no less than XXXX. 

Chase appears to have converted this charge from XXXX XXXX XXXX at a rate of XXXX, thus the disputed difference of XXXX equals {$380.00}. 

Statement ( Second Dispute ) As per the rental agreement with XXXX, the rental car was due to be returned to the XXXX XXXX XXXX XX/XX/XXXX at XXXX ( i.e., a few minutes after midnight ). ( See XXXX - Rental Agreement.pdf. ) At approximately XXXX on XX/XX/XXXX ( i.e., approx. XXXX hours before the car was due to be returned ) I received a call from XXXX staff at XXXX XXXX XXXX XXXX return location. 

XXXX asked me what time I planned on returning the rental car. At the time I was approximately XXXX ( XXXX ) away from the rental return location, so I answered that I was unsure, but I was aware that the contract stated something like midnight that same night. XXXX informed me that they would not be available to receive the return at the contract end time and that I must either return the car before they left for the day ( i.e., within XXXX hours of their phone call ) or extend the rental for an additional day. 

While I can appreciate that XXXX might not be available for the car to be returned at the contracted time and place, this is not my fault and should not become my expense. 

Without my consent, XXXX extended the rental by XXXX day, resulting in an additional charge of {$160.00}. 

I was never given any receipt or documentation for this additional charge. 

Because this charge was at XXXX decision, for XXXX convenience, and in breach of our rental contract, XXXX must be liable for this entire extra expense. This was a charge for products or services that weren't delivered as promised.

Company response to consumer: Closed with explanation