Consumer complaint received 2019-08-16
Company: SYNCHRONY FINANCIAL
State: PA
Product: Credit card or prepaid card
Sub-product: Store credit card
Issue: Other features, terms, or problems
Sub-issue: Other problem

Complaint:
I am writing to you for an issue I have been dealing with for over 2 years now. I have attached all the documents that I kept track of during the process of this project. I will be brief as I can with what has happened.. 
.Lowes was hired to do my kitchen project. I had to pay all money upfront, which I should have never agreed on, but that was their terms. I had faith in such a large company to compete this project professionally. Also, on their terms, they voided their contract after not completing the project in 3 months. I actually took them 37 weeks to get it done to the point it was functional. Lowes messed up all my flooring. They installed the wrong tiles in some places. They removed of it and replaced it. The contractor did not replace it correctly and I had issues with the tiles cracking, all the grout coming out. There were other issues causing problems as you will read below. Their project manager never came back to oversee the project, I requested he not come back and they bring in someone new. No one never came. Their contractor walked off the job holding material, which I ended up having to manage to tell a new contractor what was needed. Lowes didnt even know what to do. 
I stayed home to work for many, many days when I was expecting for a contractor to come. I even kept track of the days I was home and my own hourly rate. I have attached this as well. 
So after many conversations with Lowes, they kept saying to me that they will not settle or fix anything until they were able to get things in the kitchen done. Well, they ignored the issues with the floors and they kept telling me that we can discuss that after. Repeatedly I kept hearing the same thing. So when the contractor was done with kitchen part, they offered me a {$500.00} gift card. Never offering to fix the flooring issues. Then I filed my first dispute with Synchrony Bank refusing and stopped paying on the card. Lowes offered me {$8900.00} dollars back to give me a credit for my floor. Ok, I said I accept that, but that still doesnt resolve the issues that were caused by your mistakes, you are only giving me back what I paid for. I received a check for {$8000.00} not what they originally told me. I again said that this was still only a credit. I filled repeated disputes with Synchrony Bank about this issue. Lowes would not cover anything with their warranty. They told me that once I cashed that check that they would stop negotiating with me. First off, there was no signed letter stating this. I never agreed to anything like that and for them to sneak that in is tricky and unprofessional. 
I filed a report with the better business bureau. I priced up what it would cost for my floors to actually be corrected, which would be over {$20000.00}. I had to glue and support the damaged flooring they installed and would not repair. I had to raise my floors in other parts of my house just to make it flush. This had to be done because you couldnt rip out the floors, which Lowes would not do. 
So after the XXXX complaint, and multiple complaints, I received a letter from Synchrony Bank stating that Lowes has already agreed to settle for an additional {$12000.00} with me ( This letter is attached as well ). This was all I wanted, and was happy. This would have paid off the balance and taken care of the issues I have to redo myself. I waited, and waited no check. I called and followed up and no one has any clue as to where this money is. So, Lowes, completely lied to me, to Synchrony Bank about what they did. So, I refuse to this day to pay another dime to this account. It should have been taken care of. 

Today, I received an affidavit via email from the fraud team. I never filed a fraud claim, and do not accept responsibility for the charges due to the voided terms and conditions on Lowes contract that was breached. Lowes stated they were sending {$12000.00} credit. Where is it? I am one person again this Billion dollar company, and they cant even get their story straight and have never accepted responsibility for these mistakes. 

Synchrony bank since then has been damaging my credit due to this issue. They closed all of my other accounts I had with them because of this. They said once it was resolved, they would fix it.

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