Consumer complaint received 2017-11-10
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: RI
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:
On XXXX XXXX, XXXX, I went into XXXX XXXX XXXX located at XXXX XXXX XXXX, XXXX XXXX, RI, and I told the sales person I was looking to see if they had a vacuum that had a very low decibel ( sound level ) that would be able to be used in a Pet Refuge and that would be like a commercial quality as the Refuge had up to XXXX cats/kittens and XXXX different areas and they have NEVER use a vacuum before. He told me they had a XXXX XXXX and that was the lowest decibel they sold and I could try that. AT NO TIME DID HE EVER TELL ME ANY AND ALL SALES ARE FINAL. I purchased the XXXX XXXX for {$450.00} and I am a volunteer at the XXXX and they are a non-profit and tax exempt so I gave them that information and I used my Bank of America XXXX card to pay for it. That was on Friday just before the store closed and I brought the XXXX XXXX the following day, Saturday, XXXX XXXX, XXXX to the XXXX XXXX XXXX XXXX and the XXXX XXXX XXXX XXXX was there and she thanked me but said the vacuum would not be able to handle the amount of litter and food spilled onto the floors by the cats and the bag would fill up in less than XXXX day and to return it. I went to the store but it was closed so I brought it back on Monday, XXXX XXXX, XXXX. There was another sales man there and I told him the XXXX XXXX XXXX XXXXXXXX said to return it and he said OK and then he called this guy " XXXX ''. He was on the phone with this XXXX man and I could hear him saying " ok, give her XXXX of the XXXX XXXX XXXX and 2 Bags at no charge ''. So he gets off the phone and at NO TIME DID HE SAY TO ME THAT ALL SALES ARE FINAL and the big yellow receipt did not say anywhere that ALL SALES ARE FINAL. He tells me that XXXX said for me to '' let you try two of the CLEAN OBSESSED VACUUMS and they are louder than the XXXX XXXX. He said he was throwing in 2 bags and then he told me : " I personally do n't think that those are worth the money and the Sanitaire MM is ONLY {$130.00} and it is just as good if not better and they said the Clean Obsessed is an upgrade, but I think the Sanitaire is better and less expensive and we have professional cleaners who come in and use it all the time ''. AT NO TIME DID HE SAY TO ME ALL SALES ARE FINAL. So I said to him : " well, I could buy that one and see if the Clean Obsessed work by opening XXXX first and if they do then I could try the Sanitaire MM. '' So now I used by XXXX credit card to buy that one and it was {$130.00} and he threw in 3 bags at no charge. He then told me he was going to leave to move to California with his dog and waiting to sell his car. I went right to the Refuge and I picked ONE of the CLEAN OBSESSED to open and try to see if the cats WOULD EVEN TOLERATE THE SOUND. THEY DID NOT. The cats jumped all over the room and FREAKED OUT and that was it and the cleaning staff said " no way '' and I was told they would not use them. I then called the XXXX & XXXX and got the first guy who sold me the XXXX XXXX and he said " I will call XXXX and he will take care of it and tell me what to do ''. AT NO TIME DID HE SAY TO ME ALL SALES ARE FINAL. He said he would get back to me and the next day came and he did not so I went to the store on XXXX XXXX, XXXX and with the TWO vacuums ; one of the CLEAN OBSESSED and the other the SANITAIRE MM and I took them out of the trunk and put them on the curb and went into the store and the sales man was painting the store with another woman and he was VERY RUDE TO ME. I turned around and went out and the woman came out and she brought both of the vacuums into the store. She then told me that she was the significant other of the sales man and with him for 20 years and " he is in a bad mood today and you know how men are ''. I said to her I did not know how men are and he was scary to me and she apologize and went over both receipts and said she agreed that they did not say anywhere " all sales final '' and to leave them vacuums and slips and XXXX will be in tomorrow and he will take care of this. '' He did not. I then went to Bank of America and filed a dispute and went back to the store and the door was locked but the sign said open. The man was at the register behind the counter. He came to the door and I asked him if I could please have the receipts as I had no copy and he went to the register and came back to the door with them. They have had both vacuums and my money since XXXX XXXX, XXXX. I had not opened either of the boxes and I did not ask to return the XXXX I did open and that is not being used and I only asked for the difference that I am owed for the SANITAIRE MM that was {$130.00} and paid for on my XXXX XXXX Card and for the Clean Obsessed that I did not open and would have been ( {$450.00} divided by 2 = {$220.00}. He has not reimbursed either card ; has both vacuums and that should be criminal. He altered both yellow receipts on the bottom and type in small print " all sale final '' and the woman who works there for years did not see that on either ; nor did I and I used two different magnifying glasses. On the white small slips ; with the store address at the top and in such small print I can not read what it says with my glasses on he added " all sales final '' and NEITHER of my copies has my signature on them and he had both receipts that the woman and myslef viewed and she said " I agree 100 % with you and nowhere does it say all sales final ''. I have purchased from them since XXXX and NOT ONE TIME DID I EVER SEE ANY RECEIPT STATING ALL SALES FINAL NOR WAS I EVER TOLD. I would have to have been an XXXX TO PURCHASE THE SANITAIRE AND I WAS NOT TOLD AT ALL THAT THE SALE WOULD BE FINAL AND THEY KNEW THEY WERE LOUDER THAN THE XXXX AND KNEW I WOULD JUST TRY ONE TO SEE IF IT WAS OK WITH THE CATS. I am out for the one I opened but his is absurd and both receipts were clearly altered. I have returned in the past and at the bottom it states : all claims and good MUST be accompanied by this bill ; the YELLOW BILL that is 5.5 inches wide and 8 inches long and I put on my glasses and used XXXX magnifying glasses and it DID NOT SAY ANYWHERE ALL SALES FINAL. It was altered when I left them there with the merchandise and called XXXX at the Mineral Spring store and told him " you do not say all sales final on your receipt and I was NEVER TOLD AT ANY TIME ALL SALES WERE FINAL.

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