Consumer complaint received 2020-07-01
Company: WELLS FARGO & COMPANY
State: AZ
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:
CFPB Complaint - XX/XX/2020, I bought floor planks from XXXX XXXX XXXX - the Merchant. 
- The shipment was thoroughly inspected and was pristine, with no damages. 
- The planks arrived in a package of 10. 
- Upon opening the packages, in order to install the floor, we discovered a good number of them ( the planks ) to have manufacturing damages ( see pictures attached ). 
- After not being able to reach an amicable resolution with the Merchant, I file a credit card dispute for half of the purchase amount with my CC company - XXXX through WellsFargo, NA. 
- The dispute was filed on or about XX/XX/2020, and followed up the pasted below this line email : ___________________ Facts : - Upon arriving of the shipment, from XXXX  XXXX  XXXX, I thoroughly inspected the pallet/freight and all the boxes for any damages. The shipment was perfectly intact and the driver was very courteous and delivered the pallet to my front courtyard. See picture. 
- I stored all the boxes inside the home immediately and kept them for 3 or more days prior to beginning installation. See picture. 
- On the very top of the shipment, some planks were damaged from over tensioned metal strapping. See picture. We did not use those planks as the merchant would probably allege. 
- Many of the planks were perfect which lead to easy and satisfactory installation. 
- Unfortunately, a big part of the shipment was subpar quality : the underlayment was not positioned property and overlapped some of the grooves which made the installation very difficult and/or impossible ; further, the underlayment was cut with a utility knife in MANY places ; many of the groves ( locking channels ) were impossible to lock. See picture. No retailer would ever sell such a bad quality product in any retail establishment as no customer would ever buy it. 
- On the XX/XX/2020, I called the merchant but the voicemail was full, I followed up the next day with the same effect. Monday, XX/XX/XXXX, I was able to speak to the merchant and followed up with an email, with pictures attached. 
- Few more phone calls, text, and emails were exchanged with the merchant, however, although the merchant offers a lifetime warranty, they did not accept any responsibility for the damage on arrival product. The merchant proceeded to blame the concrete slub, the freight company, the installer, etc. They even suggested that the underlayment is not perfect because some customers chose to remove it and it is cut through because it needs to come from somewhere ( a bigger piece ). 
-The concrete slab was perfectly cleaned, even sanded prior installation ; it is a brand new home with a post-tension slab. See picture. 
- It is impossible to damage the product because the pictures CLEARLY SHOW that it is a manufacturer 's defect/flow. 
- I even suggested establishing a video conference so the owner of XXXX  XXXX XXXX can clearly ( with nowadays technology, in some cases as good as being there in person ) see the damages and evaluate the situation but my request was denied. 
- I suggested that I will hire a license AZ inspector to evaluate the floor but the Merchant alleged that i have to pay {$250.00} for them to do an inspection.

- A picture is worth a thousand words. You don't inspect a shattered glass, right.

___________________ Continuing with FCPB Complaint ... 
My CC dispute was denied for none pertinent and none factual reasons. Such as : - The floor planks were damaged during the shipment ; - The client waived all his rights to warranty because he accepted the shipment and did not file a report. 
Baffled and dumbfounded by the inability of the XXXX to decipher fact from allegations I filed prompt remediation, attached below this line : ____________________________ After waiting close to 4 months I received a letter that my dispute was denied based on allegations from the Merchant and erroneous interpretation of the facts by the claim representative. 

- I have never alleged that the floor planks were damaged during transport, just the opposite, the crate and all individual packages arrived perfect and were thoroughly inspected. 
- During the 3-4 months of waiting resolution, I called no less than 4 times and received one phone call from the claim representative, assigned to the claim, about a week prior to denying the claim. 
- During the said phone call I was asked to provide an independent opinion of the alleged damages. PLEASE FIND IT ATTACHED HEREIN. 
- The Merchant claimed that I have alleged that the floor was damaged during shipment, which is contrary to what I told them. 
- The Merchant claims that I have refused a floor inspection although I was the one that proposed an inspection from an independent party.

- The Merchant claimed that we have broken the floor locking mechanism during installation ; however, this claim is not only egregious but unfounded and unsupported by any evidence. There is not a single picture that would support such a claim. 
- The Merchants letter is signed by XXXX XXXX. XXXX has never spoken to XXXX although he requested on few occasions to speak to him and even offered to establish a video conference so he can personally see the flooring product and the installation. Those requests were not granted. 
- The Merchant claims that XXXX agreed to the XXXX XXXX XXXX terms and conditionsprinted on the bottom of the invoicebut failed to attach any stipulated agreement ( such as an email or text ), as such does not exist. The invoice is issued upon payment received and does not construe an agreement and is unconscionable. Assuming arguendo, that such agreement existed, would have been irrelevant as none of the product was damaged during shipment and handling. 

Continuing with CFPB Complaint ... 
XX/XX/2020, I received a letter from Well Fargo reaffirming the denial of my dispute, based on the same unfounded in any facts or logic reasoning.

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