Consumer complaint received 2023-02-25
Company: SYNCHRONY FINANCIAL
State: WA
Product: Credit card or prepaid card
Sub-product: Store credit 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:
XXXX 's sold us new windows and a sliding door with installation included. As of XX/XX/XXXX - when we filed a complaint with the XXXX XXXX XXXX- we still do not have correctly installed windows ( including a window with visible gaps to the outside ), the sliding door will not effectively lock from the interior or exterior, and we have a pile of trim that has been sitting outside at our home since XX/XX/XXXX. Between the time we signed a contract with XXXX - XX/XX/XXXX - and XX/XX/XXXX, XXXX never once proactively followed up on any aspect of a process they messed up every step of the way. We can not trust that there will be any follow-up from XXXX, that things will be installed correctly or in any kind of timely manner. 

Credit Card company says they can not refund us, all they can do is let XXXX 's know of our complaint. We have made every payment up to when we filed first dispute. 

Goods and services were not received at all within expected receipt date of XX/XX/XXXX ( as per contract ; customer had to follow up multiple times just to get install date scheduled ; never once heard proactively from XXXX ) or XX/XX/XXXX ( when they arrived months late and damaged, after multiple attempts at contact by customer, never by store ). As of XX/XX/XXXX - when we filed a complaint with the XXXX XXXX XXXX- we still do not have correctly installed windows ( including a window with visible gaps to the outside ), the sliding door will not effectively lock from the interior or exterior, and we have a pile of trim that has been sitting outside at our home since XX/XX/XXXX. Between the time we signed a contract with XXXX - XX/XX/XXXX - and XX/XX/XXXX, XXXX never once proactively followed up on any aspect of a process they messed up every step of the way. We can not trust that there will be any follow-up from XXXX, that things will be installed correctly or in any kind of timely manner. 

The goods and services were defective ( install ) and damaged ( sliding door and one window arrived damaged ) ; windows were installed incorrectly ( in breach of contract ), thus services were defective. 

There was NEVER follow up from XXXX on at any stage of this process. We have called and visited the XXXX store multiple times ( weekly calls and emails ), called XXXX corporate tens of times, attempted to file disputes with the XXXX credit card. We have still NEVER heard from XXXX XXXX, any of the district or regional managers that we were told this issue had been elevated to, and still dont have a door that effectively locks or windows installed correctly, 1.5 years after ordering and almost 11 months after faulty install. 

We have in good faith attempted countless times to resolve this issue. 

XXXX had not once attempted to resolve things in 18 months. We did not hear from XXXX until we filed with the XXXX XXXX XXXX on XX/XX/XXXX. At this stage, after 18 months of us trying to rectify the issue, we requested a full refund from XXXX. We can not trust that there will be any follow-up from XXXX, that things will be installed correctly or in any kind of timely manner. We have six ( 6 ) pages of notes, included in this claim, on how we have in good faith attempted to seek resolution, and how XXXX has never initiated response nor have fixed things.

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