Consumer complaint received 2016-03-10
Company: AMERICAN EXPRESS COMPANY
State: CA
Product: Credit card
Issue: Customer service / Customer relations

Complaint:
At XXXX XXXX.on XXXX XXXX, XXXX, I parked my vehicle in the shopping center near XXXX. I set the alarm and went shopping in XXXX and when I returned at approximately XXXX XXXX, the trunk of my vehicle was opened and the items hat were in the trunk of my care were missing, including but not limited to the Enagic Water Filtration Systems, FitBit 's, Samsonite Suitcases, Holmes Electric Blanket, PNY USB Drives and San Disk Micro SD Card. I filed a police report with the XXXX XXXX County Sherriff and also filed claims with Amex XXXX, since the items were recently purchased on my American Express Cards. The American Express Claim Numbers are XXXX for The Suitcase and the Electric Blanket - Claim Amount for # XXXX is {$130.00}, # XXXX for XXXX Enagic HGN Filters, XXXX Anespa Ceramic Cartridge and XXXX Anespa External Cartridge - Claim Amount for # XXXX is {$500.00}, and # XXXX for the XXXX FitBits Flex 's, SanDisk Micro SD Card and XXXX PNY USB Drives - Claim Amount for # XXXX is {$160.00}. I called on XXXX/XXXX/XXXX to find out a status of the claims and was told that claim # XXXX was denied because the items were deemed as perishable or consumable. I was told that # XXXX and # XXXX were waiting for the police report to be submitted, I stated that I submitted the police report for both # XXXX and # XXXX. I stated that I have a confirmation that they were faxed over to AMEX. I then asked to speak to a supervisor because the definition of a consumable is something to be used up rather quickly. These items are not used up rather quickly, are not a product that gets consumed but rather attract pollutants. It takes years to need replacement. I also informed Amex that these items are not perishable because the definition of a perishable item is something that spoils or decays. The items do not spoil and do not decay. In fact, there is no expiration of the product. I asked Amex how they determined that the items were consumable or perishable and they said that XXXX ( the manufacturer 's ) website recommends replacing the items every 6 months for the HGN, and every 3 years for the Anespa Cartridges. I spoke to XXXX XXXX on XXXX/XXXX/XXXX. She said she would look into this and get back to me on XXXX/XXXX/XXXX. I did not hear from her at all, so on XXXX/XXXX/XXXX, I called XXXX and asked for a status update. She said she needs more time.On XXXX/XXXX/XXXX, I received a call from XXXX XXXX. she said that she is standing by the decision that the items are perishable or consumable, so the claim is denied. I asked her about the other XXXX claims and she said that # XXXX is denied because there is no coverage for items being stolen out of a vehicle for that credit card that I used. I informed her that I disagreed with her and have a copy of the guide for benefits that states that there is coverage for items lost stolen or damaged within 90 days of the date of purchase and no one ever stated until now that there is no coverage. She is also stating that # XXXX needs to have a the police report verified with the XXXX XXXX County Sherriff. It appears that I am being harassed by American Express ( Amex XXXX XXXX ) and they are committing bad faith denials.

Company response to consumer: Closed with explanation