Consumer complaint received 2023-06-13
Company: JPMORGAN CHASE & CO.
State: FL
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 contacted Chase Card Services to open a dispute for the charge. I explained the nature of the dispute, was put on hold for a moment, and the person came back and immediately said I was not eligible and the dispute was closed. I had not even been given an opportunity to provide documentation for the dispute. I requested to speak with a supervisor and was connected to XXXX ( XXXX ) XXXX in the dispute department. She reiterated the same statement the previous person made and said I was not eligible. She was short and curt. Every time I tried to speak, she interrupted me to say the same thing, the merchant provided the service and you must pay. I tried numerous times to explain that the merchant did not provide the service according to the Contract. She refused to listen. I tried giving examples of situations that related, she told me they were irrelevant. She said, you stayed, you pay. I explained why we stayed ( because we were told things would be fixed, we were on vacation and had no where else to go, we were trying to work with the merchant to resolve the issues. ) She cut me off every time I tried to say anything. I asked to speak with someone above her, and she refused. I repeated this request, and she said if I wanted to talk to someone else to call back and do it. I asked to be transferred to someone above her, she refused. This escalated into an argument and we hung up. The original dispute follows, however I was never given an opportunity to give this information to Chase before they closed my dispute item within 3 minutes of me opening it. ) XX/XX/2023 Chase Card Services Dear Sir or Madam : XXXX XXXX XXXX XXXX XXXX XXXX. XXXX, FL XXXX XXXX XXXX I am writing to dispute a transaction regarding a recent XXXX XXXX I booked a home with XXXX in XXXX, FL ( confirmation XXXX ) from XXXX XXXX XXXX, which totaled {$1800.00} on my Chase Freedom card. 
On XX/XX/XXXX, after checking in, I contacted XXXX about several issues with the home, including the garbage disposal, kitchen sink, and dishwasher which were not operable. I was told that local management would respond to resolve them. 
On XX/XX/XXXX, a repairman called to say that he had tried to access the home but we werent home and he could hear our dog barking and didnt go inside. I explained that we were out for the day at XXXX and tried to schedule with him for later that evening or the following morning, but he said he was unable. There were several other issues that became a problem, including the washing machine that leaked water all over the garage, that also needed fixing. 
I called the following day, XX/XX/XXXX, to schedule with him for another time, but there was no answer. I left a voicemail after the third unanswered call. I then sent an email to XXXX. I did not receive a response to either the phone message or the email. 
On XX/XX/XXXX, I tried again to schedule a time for the repairs by calling and then texting the repairman from management. I again received no response. 
On XX/XX/XXXX, I still had not received a response from local management or from XXXX, so I texted and called XXXX again. I was told that local management would be contacting be as soon as possible. I also later sent a second email to XXXX ; I did not receive a response. 
On XX/XX/XXXX, still nothing from local management, no response from the repairman, and an ever-growing list of problems in the home. I contacted XXXX again and asked to speak with a supervisor. I was denied this and told that the person I was speaking with would reach out to local management directly and call me back within 30 minutes. I explained all of the problems in the home and requested a full refund for the cost I paid, {$1800.00}. I received a call back from XXXX saying that they spoke with local management who would come fix the issues if I were to give them permission to enter the house with the dog when I am not there. I explained that, as it was nearing the end of Day 8, I only had one day remaining on my reservation and that even if a repairman could come the following day and fix all of the many issues ( which is very doubtful ), it would be my last day. My family and I would have stayed our entire reservation with no resolution whatsoever and a plethora of problems. The XXXX customer service representative said she would discuss this with local management and call me back. 
On Friday, XX/XX/XXXX, after having checking out of the home, a supervisor from XXXX called me to discuss the problems and apologize for the condition of the home. She said she would be contacting local management to resolve the compliant and address my refund request. 
On Monday, XX/XX/XXXX, the supervisor called me to say she had spoken with local management and offered a refund of {$180.00} for the loss of amenities listed in the description of the home. I explained that was not an acceptable resolution for a reservation that cost us over {$1800.00} and asked if I could speak with local management directly to discuss this. She said local management does not generally deal with customers and that I could not speak with them. She advised me to accept the {$180.00}. I reiterated the list of issues with the home we rented and rejected the {$180.00}. I believe XXXX will consider the issue resolved and take no further consideration of my complaint if I accept their consolation. 
Therefore, I am disputing the charge and requesting your assistance for a full refund for the cost of this reservation in the amount of {$1800.00} on the basis that the home was not as described in the listing ; many of the necessary appliances were broken and unusable ; local management did not return our calls to schedule repairs during our stay ; the home was not in the condition promised by XXXX when I booked it ; and I had to spend an exorbitant amount of time contacting XXXX and local management about the issues, which detracted from an enjoyable vacation and remained unresolved. Local management has refused to even speak to me and the supervisor at XXXX stated that only local management has the authority to issue a refund. I also filed a complaint with the XXXX XXXX XXXX, but XXXX has not responded to it as of yet. 
The issues are listed below with photos for documentation. I also have videos I can send by email if desired. 
Garbage disposal did not work Kitchen sink did not drain was backed up with filthy water ; we couldnt wash dishes or use the kitchen sink Dishwasher could not be run because of the draining issue ( the plumbing was connected to the sink and disposal and nearly flooded the sink when we tried running it ) Washing machine leaked tons of water all over garage floor ( with a tv and electrical cords in the water ) and could not be run during our stay ; the leaking soapy water created a hazard and my son slipped on it and fell in the garage Microwave was rusted and dirty Freezer was rusted and dirty Multiple holes in the walls No ceiling lights in bedrooms 2 and 3 ; no light switches All 5 smoke alarms and carbon monoxide alarms were constantly chirping and in need of batteries or replacement ; we finally had to disconnect them from the ceiling to make them stop Bedroom mattresses have springs poking up, sagging badly, in poor condition and extremely uncomfortable to try to sleep on ; they need replacing immediately Master bathroom toilet seat broken and slid off every time someone tried to use the toilet Blinds in living room are broken There is silverware for only 6 people, while the home is listed to accommodate 8 people Listing boasts a foosball table but the ball was missing so game couldnt be played and a pool table, but the cue stick was broken

Company response to consumer: Closed with non-monetary relief