Consumer complaint received 2019-06-07
Company: SYNCHRONY FINANCIAL
State: AL
Product: Credit card or prepaid card
Sub-product: General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement
Sub-issue: Overcharged for something you did purchase with the card

Complaint:
It took me almost a year to get to the installation stage ; however, around or about XX/XX/2019 this consumer was able to go into Lowe 's XXXX XXXX, XXXX, AL and inquire about a granite kitchen countertop where someone actually assisted me. The granite I had chosen from online actually turned out to be a laminate, so I paid {$75.00} for a home measurement where the scheduler would call two days later. I waited over a week and no one called, so I called Lowe 's XXXX, AL and was transferred three times, then placed on hold and then transferred to some lady in corporate. She was very rude and disconcerting, kept me on the phone for 15 minutes with nonsense. She could not find my file and stated that I did not have an order. This consumer hung up the phone and waited for another hour or so and called Lowe 's XXXX, AL back where I was transferred to a XXXX who, supposedly, is the manager who I had a problem a year ago trying to place an order for the countertops -- stating that " he was assisting paid customers and there was no one there to assist you. '' The manager assured me that someone would call within two days to set up a time and date for the measurement -- no one called. I called Lowe 's XXXX, AL and spoke with the manager, again, and that same day the estimator called and set up a home measurement. 

The estimator came out and was professional, but in his haste to leave noticed that a measurement had not been done on one of the cabinets. Remember the upfront {$75.00} paid for this measurement. Consumer was told that the estimate would be available within three days. After waiting for about a week no one from Lowe 's called. I filed a complaint with the XXXX where I received an email and a phone call from Lowe 's corporate office. Corporate was able to get the estimate for me and explained the next step which was to contract the estimate. In the meantime, I received a phone call from the sales rep at Lowe 's XXXX, AL relaying the estimate. He had previously quoted an estimate of {$1200.00} for the laminate and {$2500.00} for the granite. After measurement, the estimate for the laminate was {$2100.00}, so I decided to go with the granite. I went into the store to contract, and the sales rep could not remember ever giving an estimate for granite, so I refreshed his memory by showing him the granite I had previously chose. He stated that a fabricator needed to be sent out for the granite estimate at no charge - thank God. Now we are up to around XX/XX/2019. I waited a week for the fabricator to call and called the sales rep who stated that the fabricator had tried calling and had left a VM msg - I do not have voice mail. 

The problem was that I had assumed the phone call was a telemarketer and hung up. The fabricator called after about a week and a half and set an appointment for the estimate. This fabricator came out and was very professional, but no one called with the results until I contacted corporate, again, and was given an estimate of {$2700.00}. I went into Lowe 's and contracted on or about XX/XX/2019. The scheduling was done through XXXX XXXX XXXX, XXXX, TN and was scheduled for Saturday, XX/XX/2019. The installers from XXXX XXXX XXXX installed the granite countertops but not the backsplashes. The installer stated that he had forgot the backsplashes and that he had called someone to bring them but that person did not answer, so he needed to come back with the backsplashes. Mind you, this is a Saturday, all my counter stuff in placed on a kitchen table and the glue on the stripped walls are showing. Also, the installers unplugged my computer/phone without my permission in which I did not know this was done and was thinking my cable was down because the TVs flashed a strange comment and my phones did not work for almost two hours. Luckily I did not lose any unsaved data. Also, one of  the pieces of granite is chipped, but still they installed it. 

The XXXX XXXX XXXX scheduler stated that the installers would reschedule for Wednesday, XX/XX/2019 between the hours of XXXX XXXX and XXXX XXXX No one showed up. The scheduler called around or about XXXX XXXX. on Wednesday, XX/XX/2019 and stated that the installers was still on a job that would take 3 hours and that she needed to reschedule for Thursday, XX/XX/2019 between the hours of XXXX XXXX  and XXXX XXXX but I objected and stated that the scheduling should be the a.m. and she stated that the installers would be in Mississippi on a job. She stated that she could not understand why I was so upset. No one showed up on Thursday nor did the scheduler call to reschedule. 

I am left with an unfinished granite installation where one of the pieces is chipped and the backsplashes are missing with glue skirted on the spaces and exposed. I am not sure why I can not get the service that I paid for - {$2700.00}.

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