Consumer complaint received 2018-03-19
Company: JPMORGAN CHASE & CO.
State: CA
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 XX/XX/2017 I purchased a used medical laser from XXXX XXXX in Utah. I am located in XXXX XXXX, CA. There were pictures of a specific laser on the XXXX web site which showed the serial number and shot count ( the number of shots is the only indicator of use of a laser such as the mileage on a car ). I called XXXX XXXX and asked about that specific lase advertised and was told it was still available. I made an offer on the laser, XXXX accepted the offer. When the laser was later delivered several weeks later, I checked the serial number, it was different than the one I thought I was purchasing. I then turned on the laser to check the shot count. The laser advertised on the web site that I thought I was purchasing had a shot count of approximately 51,000 shots. The one delivered had a shot count of over 3,600,000 shots. This is a significant difference in the amount of use, over 70 times the amount, such as comparing one car with a certain amount of miles to one with 70 times the miles. Clearly different and worth different amounts. XXXX XXXX, the CEO of XXXX, informed me by email, that the picture of the laser should have been removed once not available, it had not, and also that it was the policy of XXXX that if an advertised laser was not available, that they would then notify the potential buyer of other options and would get approval of the buyer if the other laser would be acceptable prior to a sale, I was never told that laser was not available and given what other lasers were available. This is false and misleading advertising. XXXX refused to take the laser back, I called them the day it was delivered to my office about the wrong laser being sent. They refused to issue a refund. I contacted Chase and was told that to dispute this claim that I had to return the laser. I called XXXX but they refused to take it back. I then took the laser to XXXX. XXXX  packaged the laser, it was insured for the full amount, and XXXX sent it back to XXXX. XXXX claimed that the laser was damaged in shipping by XXXX. One month ago, XXXX XXXX, CEO of XXXX, sent me an email stating that he wanted me to agree to take the same laser back and that XXXX would guarantee that it was fully functional. Clearly, the laser is not damaged as he previously claimed. XXXX also refused to provide any written or visual proof of the damage to the laser and refused to aid in filing a claim with XXXX for damages. So now, I do not have the laser, it is still at XXXX in Utah, Chase has debited back to my card the original sum of {$15000.00} and I am out the cost of shipping/insurance by XXXX for shipping the laser back to XXXX   for {$950.00}. I have filed a police report with the XXXX XXXX Police Department. Again, XXXX advertised a laser with a specific shot count and specific serial number. I initially contacted XXXX about that specific laser and was told it was available. XXXX sold me a different laser with a vastly greater amount of use without ever informing me of this switch. It is a bait and switch. Attached is my response to XXXX XXXX 's response to the initial dispute, attached is the police report and copies of emails. I have pictures of the web site showing the laser advertised at the time I contacted XXXX with the specific serial number and shot count. I was clearly deceived and Chase has not protected me in this dispute. I also met in person with a Chase representative at my local bank branch. He called the dispute department for me while I was there but could get no information.

Company response to consumer: Closed with explanation