Consumer complaint received 2017-11-01
Company: BARCLAYS BANK DELAWARE
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 XXXX XXXX, XXXX, we rented a trailer through an online website called XXXX. We rented the trailer from XXXX XXXX and were charged {$2400.00} for the trailer rental and {$360.00} for trailer insurance ( required ). We picked up the trailer in XXXX XXXX and traveled XXXX miles to XXXX XXXX, Oregon which we received approval from the owner. When we arrived in Oregon, we discovered several significant problems including a broken water pump so there was no running water for the shower/bathroom/sink, a damaged circuit breaker resulting in limited/no power within the trailer, previous undercarriage rust which apparently caused a broken shackle on the axle making the trailer un towable, un serviced brakes and other owner negligent maintenance problems just to name a few. On XXXX XXXX, the trailer was so damaged from owner negligence PRIOR to renting that the trailer was unusable and had to be towed to a trailer repair shop almost 100 miles away at our expense to XXXX XXXX XXXX XXXX in XXXX, ID ( invoice attached ). The axel literally shredded on the way to the repair shop on the highway which could have caused serious injury or death. We were stranded in XXXX, ID and paid for 2 days in hotel expenses which we also requested be reimbursed from the owner of the trailer but were denied entirely. On XXXX XXXX, after the axel was repaired, the trailer was still in such severe damaged condition due to obviously years of owner negligence that both the XXXX XXXX XXXX owner who handles all repairs for the US Forest Services nationally and our 2 drivers who are both XXXX XXXX Fire Department concluded the trailer was not road worthy and too dangerous to tow. In addition, this trailer was also not certified for road usage based on CHP requirements, making it illegal and unsafe to tow or use. Prior and during the repairs, we requested multiple times with the owner directly that they credit our expenses ( hotel/food/time ) and allow us to return the trailer immediately upon the axel repair as it was unusable and damaged. The owner not only denied any credits but also verbally assaulted and threatened both XXXX drivers on multiple calls that he was going to XXXX XXXX XXXX XXXX XXXX. XXXX XXXX XXXX finished the repair on XXXX XXXX and we drove the trailer 1,100 miles back to XXXX XXXX and returned the trailer on XXXX XXXX. 
On XXXX XXXX, we emailed XXXX and on each of the following subsequent dates requesting a full credit and resolution. We also attempted to resolve our claim and called XXXX customer service 15 times but were unsuccessful to reach anyone to discuss or resolve our claim. XXXX refused to respond with any resolution to each of the following emails which are attached for your review ; XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX XXXX XXXX, XXXX On XXXX XXXX, XXXX, we filed a dispute with XXXX  requesting a full credit of all charges. On XXXX, XXXX, XXXX, we received a response which was merely the owner of the trailer denying our refund requests, further denying there were any problems with the trailer. We have attached the repair invoice from XXXX XXXX XXXX confirming the repairs completed just from the axel damage. None of the other necessary repairs were completed stemming from the owner neglecting maintenance and rust resulting in illegal road worthy conditions for the trailer. 

Ultimately all XXXX did to attempt to resolve our dispute/claim was email the owner of the rental trailer our complaint and ask them if they would they consider refunding any/all of the rental. Of course the owner denied the claim. XXXX  never offered any other resolution. Let me remind everyone that in addition to the damaged condition of the rental trailer, the mere act of renting or selling a vehicle or trailer thats not certified or road worthy without disclosure is considered a criminal offense. 

After being denied any refunds by XXXX, I contacted my XXXX XXXX XXXX XXXX XXXX XXXX and opened a dispute for the same charges. The dispute was denied for the cancellation/refund policy agreed to when making the purchase. Unfortunately, we are unable to override the merchants cancelation policy. ( XXXX XXXX dispute letter attached ) The trailer was damaged and un-usable and therefore had to be returned early. Had we know the severity of the trailer damage prior, we would have opted not to rent the trailer. XXXX cancellation policy is null in void when you receive damaged, unsafe products/good which is exactly what occurred. 

Im requesting a full refund of both charges as the trailer was damaged and had to be returned early. The charges are ; XXXX - {$2400.00}, Rental - {$360.00} XXXX regards, XXXX XXXX XXXX XXXXXXXXXXXX

Company public response: Company has responded to the consumer and the CFPB and chooses not to provide a public response
Company response to consumer: Closed with explanation