Consumer complaint received 2018-03-27
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: NV
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: Credit card company isn't resolving a dispute about a purchase on your statement

Complaint:
XX/XX/XXXX Hello, I did make the make the reservation on the XXXX XXXX, XXXX. On XXXX XXXX XXXX XXXXXXXX w/Parking Included, for 7 days. From XX/XX/XXXX to XX/XX/XXXX. At first They charge the credit card in full at once, i did not have credit line available and still they authorize make the full charge, putting my credit card over draft because of the amount, of XXXX. I book a apartament nice, clean, whit a ocean view, rail on the balcn, and all the amenities. In photos looks perfect when we arrive the first impression was the smell, smells dusty. We left the bags and went to eat, when we came back the smells was still. We call the hotel representative the one i talk that day i arrive, told that she cant do nothing for me beacuse that apartment is private property and dont belong to the Hotel. We start to looking around, the bathroom whit black mold in the toilet, shower and sink. The sink at the kitchen dusty, the countertop as well, the coffemaker whit debris of never been wash, every place were swipe your hand was dusty, the sheets smell bad, the refrigerator whit marks of never been clean but not to said the smell was terrible. A few bulb working in the entire apartament. And not all the light fixtures work. The slidding door for the patio dont have any lock working, how we can feel safe whit that, at the balcn between apartarments have chains instead iron like the pictures. The view at the ocean was a joke we have a mount of gargabe accros our apartament. The extractor at the bathroom was dusty. The AC besides running whit problems for the sounds, the filters was dusty all the way. The walls whit mark of bugs died. The electric box, whit rust, the tray of the of the Little oven dusty and mark of never been wash, all the silverware dusty and wter marks, the fire detector not working besides hanging from cables, the fire valves in case fire, looks dont work at all, cover whit paint and rusty. Black mold at the front door, in every spot. When we walking by the entrance of parking we see a lot of wter falling from the ceilling, when we went toe at, when we came the wter was still falling. I have a lots of pictures to demostrate how bad was. I never imagine that this property was in this bad conditions, i never rent this conditions and the pictures are not acurate because they want to hide the reality of the apartment. The credit card from Bank of America, i sending all paper work, cancellation, and everything. The Manager of the property is the one claiming this charge no idea why, because the apartamnet in manner is private owner, dont belong to the Hotel. She said she take care of the situation when she never did. I dont know she you mean whit " that she tried to accomodate me " when i let the lady at the phone that i travel wit a baby of one and hald year old, and nothing happens didn`t care, they never reach us to see a solution like she said. They never went to room to see the bad conditions of the apartment was. We left the hotel at XXXX XXXX knowing nobody in XXXX, my baby, my wife and my self looking for options because of the bad experience whit the Hotel, representative at the phone, and most at all the owner of the apartment. I talk to the owner and besides everything, didn`t want give me a refund because she dont want to accept how bad was the apartment, she was just want to clean it, there were things beyond cleanning. They never told us at the hotel that the reservation was non-refundable at any point in the hotel, the only what they told me was to reach XXXX and explain all this. I left Very uppset for the treatment on the Hotel, the conditions of the apartment, lets a lot to imagination. Even the employees at the door did not recomend staying on the hotel and most of all dont eat in the restaurant, what do you thing that i can imagine if your employees told me this.

Bank of America its been issue my refund 2 times, but today i check and was one more time the charge on the credit card. I talk whit a lot of people on  XXXX and they said they cant doing nothing thats has to be whit the property and credit card. Thats what i did and still dont solve the situation. 

Any concern let me know, Thanks

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