Consumer complaint received 2022-02-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: CT
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:
XX/XX/2021, XXXX XXXX. signed off on a contract for the installation of central air conditioning system and paid a downpayment of {$5300.00} to XXXX XXXX  XXXX, XXXX. this was to cover the downpayment for the equipment and the permit fee which XXXX said he would apply for. 

Site inspection was to be on XX/XX/2021. Work was to be started on XX/XX/XXXX or XXXX : XX/XX/XXXX, actual walk-through not done XX/XX/XXXX, installation not done XX/XX/XXXX, equipment delivered, no work done NOTE : Called them frequently regarding missed dates. Tech cut hand was reason given for not being here. Would be Tuesday, XX/XX/XXXX. Did not happen until the XXXX. 

XX/XX/XXXX, came to install system : XXXX was to have cut holes for vents and lay conduits. Did not stay the whole day. No holes cut. Only had two registers and not enough conduit. 

XX/XX/XXXX, worked on system, pulled from job : too hot. 

XX/XX/XXXX, worked on system, partial day XX/XX/XXXX, work done XX/XX/XXXX, system froze; had to shut it down XX/XX/XXXX, XXXX came to repair the system. It was up and running. Still have line guard to do and system needs damper, but XXXX, XXXX XXXX XXXXXXXX sales person insisted on receiving payment, which we did even though the work was not complete. 

XX/XX/XXXX, system condensate pump failed, water in the closet. Damage to ceiling, insulation, and clothes. 

XX/XX/XXXX, XXXX did not show up but one of his techs did. Condensate pump still leaking and issue not resolved. Called XXXX at XXXXXXXX XXXX. and said he would come on Thursday and make everything right. 

XX/XX/XXXX, XXXX and another man came to work on the system. XXXX admitted that the a/c condenser and condensate pump were not hooked up properly. They worked on the system. It is running but not fully. XXXX put his foot through the ceiling in the closet. 

XX/XX/XXXX, the carpenter that XXXX promised to send did not show up, found out that the carpenter was on vacation and would not be back until XXXX. Spoke with XXXX and made the repairs myself and sent him a bill for {$1200.00} ( materials, labor, and cleaning of damaged clothing ). 

XX/XX/XXXX, A/C system froze again. In the evening found water coming through the ceiling in the closet again. Found the whole system dripping with water from melting ice. 

XX/XX/XXXX, System continues to not function properly, can not keep up with the temperature we had set. Called XXXX. He saw that we had called the bank to have the final payment to him canceled. I said the job is not done., He said he'd call the police and take action. I told him to take all his equipment out and refund our payment. XXXX said the equipment is his. Later, XXXX, his salesperson called me, wanted to know what was going on. I agreed that they could come back with the stipulation that everything would be fixed and working at 100 % for at least 30 days, no excuses, no delays. He would talk to XXXX. 

XX/XX/XXXX, FINALLY, an a/c tech was here until XXXX XXXX. He spent a lot of time making corrections to issues, and in the end found that there was a bad valve that he would order. A/C not working. 

XX/XX/XXXX, Another tech came and he redid what the last person did and we had air at last. 

XX/XX/XXXX, A/c partially working but kitchen and office is a problem. 

XX/XX/XXXX, A/c is struggling to keep ahead of the heat XX/XX/XXXX, Called Department of Consumer Protection . Ultimately found out that the XXXX XXXX XXXX and XXXX were under investigation and that XXXX was not a licensed HVAC contractor. 

XX/XX/XXXX, Went to Town Hall to find out if XXXX had filed for a permit to do the work ; he did not, so I filed one for myself at the cost of {$120.00}. 

XX/XX/XXXX, XXXX XXXX XXXX inspector came to the house and inspected the system. The system has multiple code violations. Spoke to our lawyer and she recommended that I get three licensed companies to inspect the system and tell us what is wrong, which I did. One company said it would cost me {$16000.00} to repair the system. Another company said it would cost me {$12000.00} to make repairs. The other company didn't give me a quote but gave me a lengthy list of things that were wrong with the system, for which I paid {$310.00}. 

XX/XX/XXXX, called XXXX, told him that the inspector had failed the system so much so that it means starting over. He did not believe that. The system is working, he said. 

We decided to go back to Bank of America to pursue getting back our money back ( which we had paid with our credit card ) to no avail. To date, XXXX XXXX XXXX business in closed, the building is sold. The bank says that they want us to have a receipt from someone who removes the system, but XXXX XXXX XXXXXXXX is no longer in existence, and we are seeking our total expenditure of {$9000.00} back plus XXXX XXXXXXXX XXXX also owes us {$1200.00} for the water damage repairs plus the cost of the permit ( {$120.00} ). 

At this point in time, the bank has not responded to our last request. We have documentation from our application to the Department of Consumer Protection. I have journal entries from day one of this entire experience.

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