Consumer complaint received 2018-03-02
Company: AMERICAN EXPRESS COMPANY
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/XXXX I paid {$1000.00} to a transport broker to pick up a XXXX XXXX in XXXX Tx and deliver it to XXXX Ca. I have a signed contract for the transport. The transporter could not deliver to the destination we agreed and I was forced to rent a XXXX trailer then drive to XXXX XXXX where I met the transport at a pilot truck stop. The driver said the car was low on the front end. After inspecting the car it was obvious the car had been damaged as it was sitting on the wheels. I asked him how he got the car on the transport and he just said he drove it. I had a friend with me and at XXXX on XX/XX/XXXX we watched the driver damage the vehicle, scrapping the undercariage and tearing off some hydraulic lines. There were puddles of hydraulic fluid under the transport and the car. I asked him what he was going to do about the damage and he said just note it on the bill of lading, which I did. The drive did not have the " origin '' side of the bill of lading filed out and there was nothing written anywhere on it. After I made comments about the damage he wrote some things on my copy however there was no witness signature. I contacted the merchants insurance company XXXX and after their investigation they determined there was {$1900.00} in body damage, no estimate yet on the suspension problem, and {$130.00} reimburse for the XXXX. The adjuster noted she was not sure why they did not deliver to the agreed upon destination in her correspondence to me. Their failure to deliver constitues a breach of contract and I disputed the {$1000.00} charge on my credit car for breach of contact and failure to provide the services i paid for. The credit card company is reviewing for the third time now. The first decision was the merchant had an appropriate authorization code. I told them I was not disputing and code I was disputing the fact they did not provide the services I paid for in addition to damaging my new vehicle. They denied it a second time for documentation. I sent copies of the contract with the merchant stating XXXX CA as the destination as well as XXXX contract, the bill of lading with my comments concerning the damage myself and XXXX XXXX watched the driver do to the vehicle, documents from the XXXX adjuster concerning their liability and she even states in one document she was not sure why the merchant did not deliver the car to the agreed upon destination. Everything was filed timely and with the appropriate departments. The credit card company is in the XXXX and they aren't able to understand what the issue is. The issue is I did not get what I paid for, as well as they damaged the vehicle in transport. They are currently reviewing the case for the third time and I do not think they have the ability to see the legality of the contracts and agreements that were made and broken according to us law. Please help, Thank You

Company response to consumer: Closed with explanation