Consumer complaint received 2018-01-05
Company: JPMORGAN CHASE & CO.
State: TX
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 am writing you asking for help on a matter that I have been battling for months with no resolution. I originally had some automotive repairs done in XXXX XXXX. The cost of the repairs totaled {$3900.00}. The repaired were done at a facility called XXXX XXXX over off of XXXX XXXX in XXXX. I had looked for a place to have my truck repaired for about 2 weeks wanting to find someone qualified to correctly address the issue. The issue was having a camshaft and lifters replaced in my engine as the original was causing problems. I was referred to XXXX XXXX from a neighboring business when I had went in to inquire about their services. I was a bit hesitant to have internal engine work done at a place the does muffler work however I was told they were very capable of the job. I met with the owners son of the business at XXXX XXXX and told him I was referred to him and the problem I was having. He diagnosed the issue I was having and informed me he could fix the issue for about {$3000.00}. I agreed to the price and was very specific I wanted original manufacture parts used in the repair and not aftermarket parts. He started work the very next day and had my vehicle for about 7 days. During this 7 day period the person at XXXX XXXX had called to try to upsell me on performance parts such as exhaust headers which I declined. I also received a call informing me that he needed to remove the oil pan as a timing chain tensioner was broken and that it would be about another {$1000.00} dollars. 

I requested all faulty parts be saved to show me to justify work performed. I also provided the owners son my mobile number to text message pictures of these parts/issues to ensure the legitimacy of their claims. I received no pictures or proof of the work needed done. I picked up my vehicle on a Friday and spoke with the owners son who personally did the repairs. After asking him for the old camshaft and lifters to visualize did he produce them out of a garbage can. The old timing chain tensioner was never provided. I was a bit irritated and had some doubts over the legitimacy of the extra work performed however just paid the bill as my truck is needed for my job. 

IMMEDIATELY after leaving the repair shop I noticed problems with my vehicle. I called XXXX XXXX within 10 minutes to report my vehicle was shifting very hard and abnormally. I was told to drive in for a few days to see if the problem would resolve itself as they had to reprogram the vehicles software. This struck me as unusual as why would a vehicles software need to be reprogrammed is they used the same parts. The next day I started also having issues with the check engine light coming on when the vehicle was started. I immediately called them and was told I would have to talk to the person they hired to perform the software tuning. This person was not even employed by XXXX XXXX. The receipt I have reflects I was charged {$500.00} for this service. I asked to have this individual contact me. I never heard a word. A couple days latter I notice my cruise control would also not work on my vehicle. I finally dropped by XXXX XXXX and spoke with the owners son who performed the repair. He was annoyed by my having showed up to question him on the issues I was having and wanting them resolved. Again I was told he would have the software person contact me and I was having these issues because of a mistake XXXX had made in the software. This was obviously not true. However again I waited for a call and nothing. 

A few days later I called Chase, my credit card issuer to dispute the charge. Upon speaking to the Chase representative they attempted to contact XXXX XXXX while I was on the phone to try to resolve the issue. XXXX XXXX hung up on the Chase representative and wouldnt speak to them. Since then I have provided all documentation asked of me to Chase. Including documentation from XXXX XXXX whom found that the parts used in my engine were incorrect and were n't even for model of engine my truck has. They informed me this is why I was having check engine lights and why my cruise control would not work, and also informed me that XXXX XXXX disabled the Variable Valve Train feature on my truck. This is apparently the feature that saves the vehicle gas mileage while especially on the highway. 

I have diligently tried to get Chase to help me on this matter however have met one issue after the other with them. I received a voicemail from a person handling the dispute case only to call them back and was notified their voicemail was full. The same person sent me documents I needed to fill out by XXXX overnight only to find out the documents stated they needed them back the day before I received them. Which is the very day they sent them. I have tried numerous avenues to resolve this issue and have got nowhere. I have provided all necessary documentation proving the merchants fault. I made numerous calls to them to keep informed of the dispute as it was ongoing and made every attempt to provide all information relative. I have received nothing but excuses and very poor handling of the case. I even had to open another dispute as they closed my initial dispute. They now are not willing to pursue the issue and I am left to deal with having to pay again to correct this issue. At what I will have spent I could have bought a new engine for my truck. I am just really at a loss for what else to do and would greatly appreciate your help in making progress on recovering funds so I can have the repairs corrected by a competent facility. I have have provided the documentation from XXXX XXXX which was required by chase to backup my claim the work was faulty, the original receipt, the first form i submitted for the depute that was sent to me after the date they requested it back, the air bill from XXXX with the date that shows this was sent to me late out of their timeline. If any other documents are needed I would be happy to provide them. Chase has not followed their own guidelines for disputes. I was diligent on following up and addressing all issues and questions on the matter. This bank has blatantly refused to credit me back when I have shown the merchant ripped me off. I have also noticed the statements on this matter have disappeared from my account with chase.

Company response to consumer: Closed with monetary relief