Consumer complaint received 2016-12-16
Company: UNITED SERVICES AUTOMOBILE ASSOCIATION
State: AZ
Product: Credit card
Issue: Credit card protection / Debt protection

Complaint:
I paid for a " new engine '' to be installed in our truck by XXXX XXXX XXXX XXXX XXXX, located in XXXX XXXX, AZ. The total cost was {$7700.00}. Later we noticed problems with the engine. We took the truck to XXXX where they went over everything on the engine. XXXX quoted to fix " engine related issues it would cost {$4900.00}. To fix a hole in the transmission that XXXX XXXX admitted to drilling will cost another $ {$4200.00}. The headlight also was not re-installed correctly, resulting in them falling out. XXXX quoted {$760.00} to repair the lights. Total damages {$9900.00}. Plus I now owe my USAA credit card {$7700.00}. I contacted the owner at XXXX XXXX many times trying to get my truck fixed. We once took it in after getting the " new engine '' to get a transmission leak fixed that they caused. They fixed the leak and broke my mirror. They admitted this after I confronted them with it. The owner ( XXXX ) said he would order me a new mirror, which I never received. I tried to work with the shop but each time it took longer than expected and we ended up with a new problem. I then contacted the USAA credit card dispute team ( XX/XX/XXXX ). On XX/XX/XXXX they requested I provide " a detailed description of the services purchased, how services differ from what was purchased ... and the reason the merchant refused to remedy the situation ''. I provided within a timely matter and the time allowed all of the documents documenting my unfortunate journey, in the documents I provided all of the documents from XXXX and the quote to fix " engine related issues '', the hole in the transmission that XXXX XXXX admitted to drilling so they could align the torque converter and the estimate to repair the lights that were improperly installed. I also advised USAA that I had spoke with the Owner in a recorded conversation asking for him to cover the costs so XXXX could repair my truck, since I had good reason not to trust his shop. A dispute was opened under defective merchandise. Around XX/XX/XXXX I called in to USAA and asked for a status update. I was advised that they had 50 days to make the determination from the date the case was opened and that I would receive a letter in the mail with the final decision. I asked " So I should receive it by around XX/XX/XXXX with the mail delay, correct? '' I was advised that, yes that was correct. When I did n't receive anything in the mail I called in on XX/XX/XXXX. I spoke to a gentleman ; I wanted to see the status and to see why I did n't receive a letter. Nothing had been posted to my USAA online account either ; nothing is messages nothing to the account. He advised me that the dispute had been favored on my behalf and that I would NOT be responsible for the charges. What I received in the mail was a copy of a court case I had opened and then closed in this case. Along with a letter to XXXX XXXX stating that {$7700.00} had been debited from his account on XX/XX/XXXX. Then I receive a letter dated XX/XX/XXXX stating that " After a thorough investigation of the credit card transaction dispute below, we determined that the transaction to be valid. '' I immediately called USAA and was advised that it appeared that USAA made a last minute discussion and did n't give me a chance to make a rebuttal to their claim of my court case. I was advised I could ask for a credit card dispute reinsertion, which I did, via a letter through the mail. A letter dated XX/XX/XXXX arrived from USAA stating the same thing. That USAA " determined the transaction was valid and that the transaction regards a service or merchandise that you used and paid for, and the documentation from the merchant indicates that they have complied with the terms of the agreement. '' I paid almost {$8000.00} for a " new engine '' only to receive a damaged vehicle needing a new {$9900.00} worth of work. How can consumers be treated this way

Company public response: Company believes complaint is the result of an isolated error
Company response to consumer: Closed with monetary relief