Consumer complaint received 2023-03-14
Company: DISCOVER BANK
State: NE
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:
Here is a quick summary followed be specific details and dates below. I was charged {$1900.00} on XX/XX/XXXX by XXXX XXXX XXXX ( " XXXX '' ). I disputed the charge because XXXX did not provide the services. I paid for three consecutive bed bug treatments which included vacuuming, heat, and chemicals and a warranty to start after the treatments were to be completed. My credit card company, Discover, denied my dispute even though I have video evidence that XXXX  did not perform the services and I have tried to resolve the Dispute with XXXX to no avail. We have asked XXXX several times to perform the treatment we paid for and they refuse. Further, Discover never asked me for my documentation or more information. I have attached relevant documentation, including screenshots showing videos were recorded. However, since there are probably hundreds of videos since they are recorded in 30-second increments, I have not uploaded all of them, but am happy to do so upon request. 

Here are the additional details regarding my dispute. 

XX/XX/XXXX : I hired XXXX for bed bug removal from my home. Before we agreed to hire XXXX, we ensured that the treatment included vacuuming, spraying and heat treatment. We did our research and would not have hired any company that would not do all three because the vacuuming and heat is essential to kill the eggs of the bed bugs. Chemicals will not kill the eggs and then they will hatch and lay more eggs. Treatment with chemicals alone is not sufficient to get rid of bed bugs. Further, we can order chemicals online for less than {$100.00} and spray ourselves so there is no point in hiring a company if they will not provide all three forms of treatment. XXXX 's employee assured us that all three forms of treatment were included. We agreed to their service and I used my Discover card to pay. The employee told me that I needed to sign for credit card authorization and I signed using his electronic device which only showed a signature screen. At no time did he tell me that there was a written agreement to sign or allowed me to review a written agreement. XXXX now says that the signature I provided to authorize the credit card charge was a signature on their written contract, which again, I was never informed of or offered to review. I have an audio recording ( attached ) of their employee admitting that he did not tell me I had allegedly signed their contract ( recorded XX/XX/XXXX ). 

XX/XX/XXXX : XXXX put encasements on three beds. They claim to have vacuumed and sprayed the couches. They admitted that they did not heat treat any of the furniture. After treatment, XXXX is supposed to put all blankets, clothing, etc. that is on the furniture in plastic bags to be put in the dryer to kill any bugs or eggs which may be on the items. XXXX put pillows and clothing which was on a couch on the floor next to the plastic bags instead of in them and left with a broken bed encasement open ( which was clearly visible immediately upon entry into the room ). 

XX/XX/XXXX : I called Discover to ask whether I should dispute the charge now or continue to let XXXX provide service giving that their employee had fraudulently obtained my signature on their agreement, they did not provide the vacuuming and heat treatment, and they placed items which may have bed bugs on them on the ground after treatment ( potentially spreading bugs to additional areas ). Discover told me that I should continue to allow them to perform services and try to work with them, and that I could dispute at a later date if XXXX continued to fail to provide services. 

XX/XX/XXXX : XXXX returned on this date and replaced the broken encasement, and claims to have done heat treatment. 

XX/XX/XXXX : Began recording XXXX 's visits using a pet camera. The camera shows that they were there from XXXX to treat 3 bedrooms and the living room, which contains two sofas and a love seat, with vacuuming, heat ( a handheld steamer ), and chemicals. XXXX sprayed but did not vacuum or do heat treatment. 

XX/XX/XXXX : Recorded on pet camera. XXXX was there from XXXX. XXXX looked at the couches and sprayed them. 

XX/XX/XXXX : Partially recorded ( someone stopped in my office unexpectedly so I could not arm the camera in the beginning ). Prior to this visit, we let XXXX know that there were still bed bugs since we had found more live ones. We told XXXX ( again ) that we know they aren't performing heat and vacuuming because they aren't there long enough to do so and followed up with a text about using vacuuming and heat. This time they sent out two technicians ( previously it had only been one ) and sprayed and used heat. They were there from XXXX. 

XX/XX/XXXX : Prior to this visit, we let XXXX know that we were still being bitten but have not seen live bugs. XXXX gave pushback and wanted to come out only to look to see if they could find bugs. We had to continually push them to actually do treatment since they had never seen live bugs the entire time they had been doing treatment. They finally agreed to do some level of treatment, but would only do certain treatments if they could see live bugs ( I have only seen them a handful of times and I have been living with them for months ; bed bugs are notoriously difficult to find and bites are often the sign that they are there ). This time XXXX sprayed the two couches ( they forgot, or just did not do, the love seat ). The camera does not show them going into the bedrooms to treat. They did not use heat or vacuuming in the living room, even though we told them again prior to treatment that the service includes this. They were there from XXXX. 

XX/XX/XXXX : I found two extremely young ( showing that eggs had recently hatched ) bed bugs on my blanket. I kept these bugs in a contained as evidence that they are still here ; I also attempted to take photos, but the bugs are so small that it is difficult to tell what they are. 

XX/XX/XXXX : I filed the dispute with Discover since XXXX has been unwilling to provide service despite giving them several opportunities. After speaking with Discover I called XXXX and asked to speak with owner ( per Discover 's advice ). I advised again that heat and vacuuming had not been used ; I never received a return call from the owner.

Company response to consumer: Closed with explanation