Consumer complaint received 2021-09-27
Company: SYNCHRONY FINANCIAL
State: TX
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:
Took engine to merchant to get a new engine in XX/XX/XXXX. Merchant put in an engine and odometer reading was XXXX. Check engine light came back in XX/XX/XXXX. Merchant and the company they purchased the engine from, XXXX, was trying not to replace the engine because warranty was for 12 months /12,000 miles. They stated warranty was no longer valid because it had been longer than 12 months. We were able to get a replacement engine because we made the argument that due to COVID-19 we were not able to drive the car to get to the 12,000 miles within the 12 months but merchant charged us for half of the labor for the install, which was invoiced on XX/XX/XXXX. 

Contacted Visa issued credit cards in XX/XX/XXXX used to pay {$5200.00} on XX/XX/XXXX service for first engine replacement ( {$3500.00} for XXXX XXXX XXXX  issued Visa and {$1700.00} for Synchrony Bank issued Visa ) to get copies of statements from XX/XX/XXXX to begin dispute process if the replacement engine was not satisfactory. 

The engine had XXXX miles when we took car in for replacement engine on XX/XX/XXXX, which was XXXX. We took car back to merchant on XX/XX/XXXX because check engine light came on. XXXX cleared the code. 

We took car back in on Monday, XX/XX/XXXX because check engine light came back on. This time odometer reading was XXXX miles, which is XXXX miles and 76 days from when engine was replaced on XX/XX/XXXX. Warranty on the invoice from XX/XX/XXXX states warranty on parts and labor is 24 months or XXXX miles whichever comes first. Notes from the XX/XX/XXXX invoice states, XXXX states engine pressure not accurate low oil pressure will suggest engine replacement. XXXX XXXX. Notes from XX/XX/XXXX invoice states, XXXX sates engine is not producing oil pressure quickly causing rattle and causing camshaft to starve for oil after a few minutes oil starts to move through engine and noise goes away. But will continue to set code would suggest XXXX diagnose there may be a fix that we are not aware of. 

My husband picked up the car on XX/XX/XXXX and asked for a copy of the invoice from XX/XX/XXXX. Store manager alters the notes on the invoice before printing copy. He removes the language regarding the warranty on parts and labor for 24 months or XXXX miles whichever comes first on all repairs. 

Since XXXX XXXX XXXX does not know what is causing the code and same code appears after engine was replaced on XX/XX/XXXX. Since tech suggests we need another engine, advises us to take car to XXXX and XXXX XXXX XXXX is not providing warranty on the XXXX engine that was put in on XX/XX/XXXX, we request a refund for service performed on XX/XX/XXXX for {$5200.00}. 

We raised disputes with XXXX XXXX XXXX card, not XXXX XXXX for {$3500.00} and Synchrony Bank for {$1700.00}. Both disputes have been closed because the original purchase date was over 540 days old. When I called Visa customer on Friday, XX/XX/XXXX, I was told there was no limit on filing a dispute with a merchant. 

I have raised a complaint with Visa on XX/XX/XXXX for {$5200.00} because merchant put XXXX engines in my car that got less than XXXX and has offered not proof that a replacement engine was installed on XX/XX/XXXX. The invoice from XX/XX/XXXX does not mention an engine being installed at no cost. I am asking for Visa to provide an exception to allow me to dispute this charge and get a full refund for the services to take car to XXXX as merchant suggested.

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