Consumer complaint received 2019-01-30
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: WA
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I opened a claim for a credit card dispute with Bank of America that included a letter from one mechanic stating that the work had to be redone and should have been covered under warranty and a copy of results from a transmission scan from the dealership showing that the transmission was not leaking and not working directly after the repair was doner. There are several claim numbers as they lost faxes despite proof of transmission and changed what they were requesting as proof in each call. I recommend that you get copies of all claims submissions and call notes from them as they refuse to release them to me. I had an open claim in my message center through XX/XX/XXXX when logging into B of A. All of it conveniently disappeared this month and they claim it was closed in XX/XX/XXXX. I have provided every piece of proof they have requested, but they are not honoring terms to protect purchasers against charges for services not delivered as promised. I believe they have violated my rights - XXXX XXXX XXXX. I would be pleased to provide copies of the proof submitted multiple times to them. I also stated that the second mechanic I paid to properly replace my transmission was willing to speak to them or modify the letter provided to meet their needs. 

Most recent claim sent on XX/XX/XXXX XXXX XXXX Claim ID : XXXX for credit card ending in XXXX Here is a letter from XXXX XXXX confirming that XXXX XXXX did not rebuild the transmission properly for which they charged me {$4000.00} on XX/XX/XXXX. They did not provide the service paid for nor did they honor the three year/36,000 mile warranty accompanying the service. XXXX XXXX had to completely rebuild the transmission less than four months and one hundred miles later. I had to pay {$5400.00} to XXXX XXXX on XX/XX/XXXX for the same service Here is a summary : My transmission has intermittently not gone into 4th gear for years. Stopping and using the transmission control reset sequence worked to correct this until last summer so we took the XXXX to the mechanic at the top of the road who stated that we needed a new transmission. I looked for transmission rebuild shops and XXXX XXXX XXXX quoted {$3500.00} including a 3-year or 36,000 mile warranty. I took the vehicle in to have the transmission rebuilt in XX/XX/XXXX. I told him I needed it no later than the end of XXXX for a planned trip. After working on the transmission for several weeks, XXXX stated that there was nothing wrong with the transmission, but something external. He said I was not allowed to drive the vehicle in 4th gear ( above 40 mph ), and that he would not honor the warranty until the external issues were corrected. 
On XX/XX/XXXX, I took the XXXX to XXXX XXXX all under 40 mph, you can see the charge for XXXX. They corrected a wire that had been smashed when inserted into the transmission and that cleared all of the diagnosis except one which they stated was an internal transmission error. I took the XXXX back to XXXX ( all under 40 mph ) who worked on it more, and stated that the internal transmission error was not internal. He said it was likely a wire harness issue or some other electrical problem. 
On XX/XX/XXXX, I took the XXXX to XXXX XXXX XXXX all under 40 mph. They inspected the vehicle and could find no external issues. They recommended taking it to XXXX XXXX XXXX as they stated that the issue was in the transmission and they could not lift the RV. Since I could not drive it over 40 mph, I called XXXX to have it towed to XXXX XXXX XXXX. 
XX/XX/XXXX XXXX XXXX XXXX stated it was an internal issue as well and recommended taking it to the dealer for confirmation. They drove it down the road to the dealership. The charge for XXXX is on the card. 
XXXX XXXX of XXXX ran tests confirming beyond a shadow of doubt that it was an internal issue. See paperwork. I called XXXX XXXX XXXX on XX/XX/XXXX stating that multiple mechanics had stated it was internal. XXXX, the employee, said they would rebuild it again, but if it still had errors, they would want me to pay again. I found this unacceptable, as I have now spent over {$1000.00} proving it was their issue ( internal ) since XXXX fixed the electrical codes. Additionally, I have had to rent an RV and a rental house since my RV was not fixed in time for summer plans. I no longer trust their work or their word. On XX/XX/XXXX, I was charged XXXX for the additional diagnostic work, and called XXXX to have the XXXX towed to XXXX XXXX who rebuilt the transmission all over again, and provided a letter stating that it was not done properly the first time and should be covered under warranty. 

I am not satisfied with the quality of the goods or services I received from XXXX XXXX. I requested that the credit of {$4000.00} be issued to my account, which I have not received.

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