Consumer complaint received 2016-05-14
Company: JPMORGAN CHASE & CO.
State: NY
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
I have spent countless hours speaking with Chase Customer Specialists/Supervisors and providing a significant amount of supporting documentation to no avail. The bottom line is that I purchased a log splitter manufactured by XXXX XXXX XXXX and sold to me by XXXX XXXX XXXX for {$3800.00} on XXXX/XXXX/XXXX. I charged the purchase on my Visa Chase Freedom credit card. Despite my best efforts, XXXX did not ever make a serious effort to fix the splitter and XXXX refused to take the splitter back for a refund. It may interest you to know that at that time, XXXX was owned by XXXX XXXX and XXXX was owned by XXXX XXXX. Husband and wife - how convenient. 
In the course of my dispute ( XXXX ), I received Chase Cardmember Services correspondence dated XX/XX/XXXX, XX/XX/XXXX,XX/XX/XXXX, XX/XX/XXXX & XXXX/XXXX/XXXX. 
In reviewing all these documents my claim was denied ( XXXX/XXXX/XXXX ) because the vendor cited " several scratches and paint missing and it was used a lot and the splitter was not defective upon purchasing. 
Chase denied my claim on XXXX/XXXX/XXXX stating a significant amount of time had passed since the date of the charge. 
On XXXX/XXXX/XXXX Chase stated that the merchandise was received as described and the merchant had worked it out with me through the warranty process and unit was already used. 
First of all I sent XXXX and Chase photos of the mangled wedges on the splitter. These photos do not show paint missing and scratching. Secondly, it is ludicrous to state that the splitter was used a lot when I only had the splitter for a very short time. Lastly, the second opinion for XXXX. XXXX stated that the splitter was not abused but failed due to poor construction/design of the wedges. 
The XXXX/XXXX/XXXX Chase decision was perhaps the most infuriating to me. Although there is a 60 day time period to resolve the dispute, I was only informed by Chase to submit a response with a second opinion from a reliable merchant on the 54th day ( XXXX/XXXX/XXXX ) of the 60 day cycle. On XXXX/XXXX/XXXX I called XXXX XXXX immediately and told him of my dilemma of getting my response to him by XXXX/XXXX/XXXX. He just told me to do the best I could. I provided all of the requested information to Chase by fax between XX/XX/XXXX and XXXX/XXXX/XXXX. By the way, subsequent to your XX/XX/XXXX letter I was informed by Chase that the XX/XX/XXXX letter was sent in error and my case was ongoing. Please review my XXXX/XXXX/XXXX fax to you which goes into greater detail. 
As for the XXXX/XXXX/XXXX decision, it is simply not true that the merchant had worked it out with me in the warranty process. 
I am requesting that Chase review my case. You have all the documentation and access to our recorded conversations which you state are for quality review. If you are serious about quality review and treating your customers fairly, you should take the time to review them. The only thing I can add is a copy of a XXXX/XXXX/XXXX letter from the West Virginia Attorney General to XXXX XXXX XXXX citing them for violation of the West Virginia Consumer Credit and Protection Act. 
I want you to know that I am a senior citizen living on a fixed income and this major purchase has been very upsetting to me. I do n't believe that Chase provided me the credit card protection that I was entitled to. If you need any further information, I would be happy to provide. I am trying to resolve this matter directly and honestly with you before pursuing other options. Thank you.

Company response to consumer: Closed with explanation