Consumer complaint received 2022-01-07
Company: CAPITAL ONE FINANCIAL CORPORATION
State: NY
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 initially had repair work done on my vehicle on XX/XX/XXXX by XXXX in preparation for a trip out of state for a funeral. I paid the merchant on my credit card {$1700.00} to repair the tires, struts, and a state inspection. When I departed for my trip on XX/XX/XXXX, I began to notice difficulty with handling ( shaking ), and a tire pressure sensor illuminated on my dashboard. I pulled over and called XXXX and was advised that the vehicle was safe to drive and that they could look at it when I returned on the XXXX. As I continued my trip, the vehicle 's handling deteriorated and I felt this was a safety issue. I brought my vehicle to a garage near my family 's home ( XXXX XXXX ), and was advised that the tires were not installed correctly, they were out of balance, and over / under inflated. I was also informed that one of the brake hoses was leaking. I was informed the vehicle was not safe to return to my home in XXXX XXXX  state. I agreed to have the the shop in XXXX  correct the issues with my vehicle so it was safe to drive. 

I initiated a dispute with Capital One the day that this was uncovered ( XX/XX/XXXX ), and subsequently mailed them supporting documentation upon my return home. I also reached out to XXXX customer care on XXXX and explained the situation. I was told someone would contact me from the shop, although I expressed a concern this might not be handled professionally and preferred customer care mediate. I was told I would receive a call. After not having received any contact, I called again on XX/XX/XXXX and was told it was being escalated. I still heard nothing. I was finally able to get another guest relations number when I called again on XX/XX/XXXX. I also sent an email to a representative with documents from the second shop indicating the corrections made. 

Capital One informed me on XX/XX/XXXX that they never received my documents. I called and spoke with an XXXX who provided a secure link so I could upload them. On XX/XX/XXXX, I received a letter indicating the dispute was closed. I called and was informed that the merchant 's rebuttal to my dispute was insufficient and this was resolved in my favor. I received another letter on XX/XX/XXXX stating the dispute was no longer in my favor and I was re-charged. When I called on that day, XXXX informed me that my documents were received, the merchant responded on XX/XX/XXXX ( only with an original invoice- no rebuttal ), and that I needed to reopen the dispute to continue. I was told by XXXX ( a supervisor ) to resubmit a signed letter from myself requesting the reopen and a signed letter from the second garage indicating the work was performed under urgent circumstances and not by choice ( i.e.- I wasn't circumventing the original merchant ). I was told these documents would be forwarded to XXXX and they would be able to respond. 

I finally received a response from XXXX on XX/XX/XXXX, at which point I was not offered anything regarding a warranty claim, was told my claims were BS, and that they could " fix '' it for another charge. XXXX also claimed to have spoken to a lady weeks prior, but I don't live with anyone so that was a lie. This gentleman ( XXXX XXXX informed me that we would just deal with the credit card company. He made no attempts to honor any warranty claims, nor can he at the point, as the errors were corrected in an emergency situation- which was repeatedly explained. 

On XXXX, I submitted all documents Capital One asked : signed letter from myself, signed letter from the second garage that had to correct the errors if the first, as well as a resubmission of all previous documents. On XXXX, I received a letter indicating that they could not assist me and to deal directly with the merchant. I called and spoke with XXXX who advised me that the letter from the second garage does not specify XXXX was negligent and I did not attempt resolution with the merchant. Both of these are lies. The letter includes a sentence that specifically says the tires were installed incorrectly, not balanced, not aligned, and that they were inflated improperly- complete with specifications related to the pressure and tire direction. This is a direct statement indicating the error by XXXX. In addition, I had provided a full time line to Capital One of all contacts to XXXX, and informed them as to the call I received on XXXX including the details regarding the merchant not offering to honor any warranty and their attempts to charge me additional fees to " correct '' something. 

Capital One is insisting that I send yet another letter reopening the dispute and have asked for everything that they have already been provided once again. They are implying that the second garage letter be modified to use the word " negligence '', when the 2-page letter specifically includes a sentence that states the previous work was done incorrectly. It is unethical of Capital One to suggest I contact the second shop and ask them to insert more favorable language so that it makes their dealings with XXXX more pleasant. XXXX also claimed that the primary merchant ( XXXX ) bank would " not allow '' Capital One to retrieve their funds without language such as " negligence '' and " warranty claims ''. I was informed that I could find my cardmember agreement online to confirm the dispute process, but was not provided with the location, as XXXX rushed me off the phone because she seemingly got bored or impatient that I was annoyed at this point. 

I am annoyed as I have been fed numerous different stories ( and in the case of the XX/XX/XXXX call- a lie ), and I've been asked to resubmit essentially the same documents each time, only to have Capital One arbitrarily close the dispute the very next day ( each time ) - seemingly without any actual scrutiny of those provided. 

As you can see- I took all steps required of me : multiple contacts to the merchant ( to which I received no response ), documents from the second merchant calling out XXXX XXXX incorrect installation/labor- yet Capital One insists that I provide them the same exact things worded more appropriately for their liking. They insist this is XXXX 's standards, but could not point me to any such documentation that indicates as such.

Company response to consumer: Closed with explanation