Consumer complaint received 2018-02-15
Company: SYNCHRONY FINANCIAL
State: MI
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: Card was charged for something you did not purchase with the card

Complaint:
XXXX XXXX XXXX XXXX, MI XXXX XX/XX/XXXX Dear Sir or Madam : On XX/XX/XXXX, approximately XXXX XXXX. 
My fianc, XXXX XXXX and I had previously discussed getting the kitchen redone in my home. 
I had seen the XXXX XXXX XXXX. on several occasions, so we decided to stop by to see what they had to offer. 
I was approached by XXXX, the wife of the owner, XXXX XXXX, and she explained to us some of the services that they provided which were kitchen cabinetry, back splash, flooring and tear-outs. I was impressed because they were offering the things that I wanted done for my kitchen. XXXX, informed us that they worked with a bank that provided financing, the catch was that we had to act on this immediately because we had only a few days left to take advantage of the financing program that was offered. We later learned that was a lie because we found out that that program was ongoing for another few months. 

Once XXXX put my information into their system, I was told that I was approved for {$6500.00}. XXXX took it upon herself to change some of my information which allowed my credit line to be increased to {$10000.00}. XXXX, XXXX husband, came over to talk to us and asked when they could come out to do measurements of the floor and cabinets and we suggested for him to come to our home that evening. I asked XXXX for the printout regarding the bank that issued the financing. XXXX stated that she would bring it with her that evening. 

When XXXX and XXXX  arrived that evening, approximately XXXX XXXX XXXX had forms in his hands and he asked to do the measurements. My fianc took him into the kitchen to perform the measurements, however, he only measured the floor, not the cabinets the back splash, or the walls which he told us he would be measuring. 

When XXXX finished measuring, he began writing up the proposal while XXXX started explaining to us that they could do the flooring, the cabinet, pretty much the whole kitchen. XXXX told us that he could get us high-end cabinets for a reduced price. The price was reduced because ( XXXX the person who was to install the cabinets ) was related to the owners of XXXX XXXX. Also, XXXX was to come out to our *home in a few days to perform a more precise measurement because the cabinets were to be custom made. 

XXXX handed us the proposal and after reviewing it, we noticed that the price had increased another {$9000.00} giving a total of over $ {$20000.00} for the completion of the work. We explained that it was too expensive for the size of our kitchen. I asked what happened to the discount on the cabinets that we were told by XXXX that we would be able to receive. 
That is when XXXX  stated that if we would instead perform the wall & cabinet tear-outs ourselves, it would bring down the price down. He also stated that he only listed the {$10000.00} on the proposal because that was the amount the bank had loaned us. XXXX also stated that he could lower the price if we gave him the job. He also claimed that this was something he had done for other customers, and that he even lowered the price or provided additional work without any charge. 

We informed both XXXX  and XXXX that we were uneasy with his pricing and how he had changed some of the details. I told XXXX and XXXX I needed to discuss this over with my family before I gave them the job. XXXX stated that before we decide not to allow them to perform the work, to allow XXXX from XXXX XXXX to come out and perform the custom measurement of the cabinets. He also suggested that when XXXX finished measuring, we were to see the woman from XXXX XXXX to present us with the design layout. 

Approximate date XX/XX/XXXX XXXX came to my home to perform the measuring, and he was expecting XXXX to be there as well. After waiting for about an hour with no call or show from XXXX, XXXX went ahead and did his job. That is when I told XXXX that I was dissatisfied and was having second thoughts about having XXXX XXXX to do the job. 

Around XX/XX/XXXX, my fianc and I went to XXXX to see the woman regarding the design layout. We were impressed with the design, however, XXXX  never mentioned that we were to pay out-of-pocket for this, that is when we opted out. We immediately called XXXX and asked her why we were not told this. XXXX said not to worry about it because she knew someone who worked at XXXX who could get the design for free. 

Around XX/XX/XXXX, we had not heard anything from XXXX or XXXX. That is when we called them and told them that we were not going to use them. 
I was told that the material was already ordered and in storage somewhere in XXXX, MI., XXXX stated he had already taken the funds from my bank credit card for the deposit. I asked XXXX  how they were able to access the money and deplete the credit card without my permission, no contract being written up, and I had no input as to what I wanted. 

I also asked XXXX  to give me all the receipts of any purchases he had made and that he said he would present them to me later, and never did. XXXX stated that in addition to the total amount of purchases, he had out of pocket expenses of {$1000.00} due to taxes being applied to the material and that I was to pay for that also. 

Around XX/XX/XXXX I received the bank card and checked the balance to see if it was true that XXXX had depleted it ; it was true. That was when I contacted Synchrony Bank to inform them that the company who depleted my credit card, had no permission to do so because I had not chosen them to do any work for me, nor did we have a contract. 

The bank representative told me to try and work it out with the merchant. At that point, I had no desire to continue dealing with this company Also, at that time, I did not have the credit card in my possession If I had agreed for XXXX to do the job, his payments would have been paid by me in increments, once each job had been completed to my satisfaction and not at his discretion. 

Sometime during the week of XX/XX/XXXXI contacted Synchrony Bank again and informed them and what the merchant had done and that after dealing with him, I was able to see that he had questionable business practices. Initially, the bank customer representative advised me to try and work it out with the merchant. After I explained in detail what was going on, several, days after my initial call to Synchrony Bank, they finally decided to investigate the matter My fianc and I went to XXXX XXXX and personally informed XXXX  and his wife that I wanted the money that he had taken from my card to be returned, and that I did not want then to do any work for me. I also told XXXX that he was stringing me on all along because after reviewing the bank card, it stated that I had three days to cancel the card. XXXX  knew this and decided to get the money before I knew what was going on and before I chance to cancel the card. 
XXXX said that we had three options : Let him make the monthly payments on the money he had taken. 
2.Allow him to do a portion of the work and he would give me {$6000.00} back in cash 3. Or take him to court. 

That was the last time I made communication with XXXX XXXX XXXX. However, I did receive a call from Synchrony Bank stating that they were willing to dismiss {$7800.00}, and I would be responsible for the balance. I do not feel I should pay a dime because XXXX XXXX  stole the money from the credit card, I did not hire them to do the job, and there was no contract, I thank you for your time and I truly hope that you can assist me with this matter.I would like to submit my phone number, XXXX. 

Sincerely, XXXX XXXX

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