Consumer complaint received 2021-03-05
Company: FIFTH THIRD FINANCIAL CORPORATION
State: CA
Product: Credit card or prepaid card
Sub-product: Store credit 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:
To whom it may concern at the CFPB, I am representing my senior citizen father XXXX XXXX XXXX by writing this letter on his behalf. We truly hope that you can intervene on our behalf against FIFTH THIRD BANK the Bank that Financed all the charges for my father 's broken air conditioning system that he purchased with a XX/XX/XXXX Credit Card. This case is about my father being charged {$21000.00} for an air conditioning system that is not working properly. We have complained to get our money back through XXXX XXXX, the store that sold us the broken unit. To this day, they have still not responded to our many complaints. So now, we are trying to get the BANK that financed the XXXX XXXX Credit Card purchase of the AC system to give him his money back. 

On XX/XX/XXXX, my father went to the XXXX XXXX XXXX store located at XXXX XXXX XXXX XXXX, XXXX, CA XXXX to make a purchase. They charged my father on his XXXX XXXX consumer credit card almost {$21000.00} dollars. We have all the documentation and receipts if you ever need to request them from me. The purchase he made on his consumer credit card was for a brand-new central air and heat system, which would be installed at his home XXXX XXXX XXXX XXXX XXXX, CA XXXX. Again, the bank that financed the XXXX XXXX Credit Card purchase in question was FIFTH THIRD BANK. Please see the attached copy of the financing document that contains their name. 

Unfortunately, my father was unaware at the time of purchase that THE XXXX XXXX would not be installing the system. The salesman for XXXX XXXX by the name of XXXX XXXX XXXX never explained that a 3rd party vendor by the name of XX/XX/XXXXwould be doing the install. For the first few months, he did not many problems with the install, yet after only 6 months we did notice that the house would either get too hot or too cold. This was the first of many issues we would have. We then started seeing that there were more problems. We tried getting hold of the XXXX XXXX XX/XX/XXXX after 7 months of purchase to come to do what they called an AC Tune-Up that was part of our service plan. They never came. We tried on many occasions and months went by and they refused to show up, even when they said that they would. The problems with our system continued to mount. We have a warranty form from XXXX where it states, If for any reason, within one year you are not 100 % satisfied, we will make it right or refund your money. We assumed they simply wanted the one year to pass by before contacting us back. We were so upset with XX/XX/XXXX XX/XX/XXXX who insisted we contact XXXX, that we hired a separate AC company in XXXX County to come to a service on our AC heating system. It was at this moment that we realized the trouble we were in. The nice repairman spent only about 10 minutes on the roof when he came down and told my father, I dont know who installed this system, but there is nothing I can do for you. They did a terrible job of installing that system. The way they installed it makes it impossible to do this service. The man refused to charge us, so we stepped up the calls to the XX/XX/XXXX and XX/XX/XXXX After months of trying to help, yes, the XXXX XXXX finally came to our house after the one-year guarantee of course. They sent two of their managers to inspect the home and they confirmed that yes the installation was not done correctly. Unfortunately for us, they said that the year has passed by so the best they could do was fix the system. They refused to give our money back, and they refused to replace the system as we asked. We attempted many times to walk into XX/XX/XXXXXXXX XXXX store in Anaheim to ask the Managers to intervene on our behalf with no luck. They kept telling us that we will look into it and call you back, we have yet to receive a call. 

Ultimately, yes, we hired a lawyer to take the case against XXXX XXXX XXXX XXXX, and XX/XX/XXXX. The lawyer we hired supposedly filed the case in XX/XX/XXXX, yet we have not heard anything yet. We hired a lawyer to represent us back in XX/XX/XXXX. We are now in Late XX/XX/XXXX, yet we have no resolution. We believe now that the installer probably thought that the XXXX old man will not complain much so the installation was poor at best. Our lawyer agrees with that sentiment which is the main part of our case against XX/XX/XXXX XX/XX/XXXXI am a U.S. XXXX Veteran, so I have been getting involved since this whole thing started. A family friend informed me about the CFPB, Consumer Financial Protective Bureau, which is why we are filing this complaint. We pray that you will assist us in getting our money back.

Company response to consumer: Closed with explanation