Consumer complaint received 2022-01-09
Company: AMERICAN EXPRESS COMPANY
State: IA
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:
I, called to get an appointment at a dealership regarding and engine light on my van. I dropped the van off on XX/XX/2021 to be looked at. The dealership called me on the telephone and stated it would cost {$1200.00} to {$1300.00} to fix my van. I said no repair, I will pick the van up tonight. When I picked the van up the dealership charged me {$290.00} to look at it. I discovered that after I brought the van home it did not need {$1200.00} to {$1300.00} of repairs at all. The receipt the dealership made up said my van needed a oil pressure sensor in fact my van did not need an oil pressure sensor at all. Nothing wrong with my oil pressure sensor. They made a note about wiring being damaged. Once I figured out that the dealership did not do any repairs and the diagnosis was wrong and the dealership stated oil pressure sensor had nothing wrong with it at all. I decided to contact the dealership by email to resolve the {$290.00} billing to my credit card. I contacted the dealership on XX/XX/2021 via email at XXXX PM regarding this issue. The response I received was I have passed your concern onto the service manager and general manager. They should be reaching out to you tomorrow. They never contacted me about the billing, so I initiated a billing dispute with the credit card company and they have given me the official spin with letters and responses that side with the merchant every month I dispute the billing. Bottom line is I have a contract with my credit card company that says in part Your Rights If You Are Dissatisfied With Your Credit Card Purchases, If you are dissatisfied with the goods or services that you have purchased with your credit card, and you have tried in good faith to correct the problem with the merchant, you may have the right not to pay the remaining amount due on the purchase. To use this right, all of the following must be true : XXXX. The purchase must have been made in your home state or within 100 miles of your current mailing address, and the purchase must be more than {$50.00}. XXXX. You must have used your credit card for the purchase. XXXX. You must have not yet fully paid for the purchase. If all of the above criteria are met and you are still dissatisfied with the purchase, contact us in writing at :. While we investigate, the same rules apply to the disputed amount as discussed above. At that point, if we think you owe an amount and you do not pay, we may report you as delinquent. I ended up repairing this problem myself for {$110.00} in XXXX of 2021 and the repair had nothing to do with the oil pressure sensor as nothing was found to be wrong with the oil pressure sensor. The information the dealership put in writing in their billing is not factual or true or the reason the dash light came on. So the credit card company has stretched this out since XX/XX/2021 and I am being billed for this {$290.00} charge. The credit card company says the dispute amount is XXXX. It is {$290.00}. I know I am being spun regarding this matter by the credit card company and the merchant. I dispute the charge and they stop billing, then they start billing and have the merchant charge my credit card again for the {$290.00} when I have asked them to stop charging my credit card. The merchant has acted in bad faith, the information they put on their bill is incorrect and it is a fact no repairs were ever made by the merchant dealership. This bill gets reported to my credit report and I believe that violated my federal right to fair billing and fair reporting. I have documentation in writing of everything I have stated.

Company response to consumer: Closed with monetary relief