Consumer complaint received 2023-03-08
Company: AMERICAN EXPRESS COMPANY
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:
Dear CFPB Representative, I am writing to you to complain about an unresolved credit card ( American Express Gold Delta SkyMiles card ) dispute regarding dishonest and unsatisfactory business practices conducted by XXXX XXXX XXXX XXXX XXXX ( XXXX, XXXX XXXX XXXX XXXX XXXX, FL XXXX ) for the amount of {$280.00} paid on XX/XX/XXXX for laptop repairs. I am considering litigation if this dispute can not be resolved and getting Better Business Bureau involved. 

I have reached out to the merchant and my credit card company on multiple occasions who have not been able to resolve this issue. Therefore I am reaching out to the Consumer Financial Protection Bureau for further assistance. Furthermore, I have dated video evidence that provides evidence to support my case that American Express refuses to take into consideration because their online dispute portal does not accept video files. Despite sending several appeals to my credit card company, and even reducing the disputed amount to just reflect labor charges of {$170.00} ( not including the {$110.00} XXXX charged me for screen replacement ), American Express has refused to refund me this amount of money. XXXX XXXX XXXX XXXX XXXX also refused to address the new mechanical issues ( incurred by them during the original repair process of replacing my laptop screen ) unless I paid another {$150.00}. Because XXXX XXXX XXXX XXXX XXXX incurred new physical damages to my laptop during attempted repair process of replacing my laptop screen and refused to address subsequent physical damages resulting from unsatisfactory repairs, I am disputing the amount of {$280.00}. 

See below for my correspondences to my credit card company regarding this dispute for further details : Original appeal I sent to American Express from XX/XX/XXXX : " I am disputing the charges incurred in this case due to damages incurred during the repair process that made the laptop unusable. I left the laptop in good faith with XXXX XXXX with the expectation that he would perform the repair in an honest manner ensuring useability without any structural damage. Before I handed the laptop off to him ( on XX/XX/XXXX, see attached photo ), I was able to open and close the upper LCD display of the laptop with ease and there was no separation between the screen and frame. As you can see from the attached images, when I picked up the laptop on XX/XX/XXXX there was a visible gap between the screen and frame with some dried epoxy glue in between. In addition, there were new scratches and dents left near his attempted repair ( see attached photos ). Moreover, there was a new creaking sound when opening and closing the laptop ( see video from XX/XX/XXXX ). Despite me expressing some disappointment and skepticism of the durability of the repair, XXXX XXXX reassured me that he had done all that he could do, and that the laptop was structurally sound. In a matter of 2-3 weeks after the repair, the frame and screen separated in a wide swath starting from the left hinge stopping only at the corner of the right hinge where there were screws ( see photos and videos from XX/XX/XXXX ). This repair was not done satisfactorily and despite me reaching out to XXXX XXXX about it he refused to address this problem unless I paid him an additional {$150.00} for a mechanical issue that did not exist until his attempted repair process ( which required disassembly of several parts of the upper LCD display panel and surrounding elements to replace the screen ). He also failed to repair the laptop in a timely manner. I initially gave the laptop to him with the expectation that it would be repaired within a week. Lastly, he was dishonest with me when stating that his labor costs ( which were about {$170.00} ) were comparable to that of most repair shops ( XXXX XXXX XXXX XXXX charged me only {$84.00} for labor and total costs including parts was only approximately {$100.00} vs. XXXX XXXX charge of {$280.00}, see attached receipt page ). Most importantly though, unlike XXXX XXXX XXXX XXXX ( see attached video of laptop condition after XXXX XXXX repair, screws removed with purple/white stickers displaying company bar code affixed to rear side of LCD display ), XXXX XXXX failed to successfully repair the laptop and it was in worse physical condition after his attempted repair versus when I handed it off to him. For these reasons, I am disputing the charges incurred by XXXX XXXX XXXX XXXX, XXXX. '' MY SUBSEQUENT APPEAL TO AMERICAN EXPRESS WRITTEN IN XX/XX/XXXX : " I would not have agreed to repair services if I wouldve known that XXXX would cause new physical damages in the process and that his subsequent repair of physical damage incurred during his initial service ( to replace the screen ) would not be durable and compromise my laptops physical integrity in the near future necessitating more repairs. 
The bottom left and bottom right part of upper LCD display frame are not mutually exclusive, they are interconnected and should have been restored to prior physical integrity after disassembly and reassembly that took place during the screen replacement ; the bottom left part of the frame should not have detached 3 weeks after original repair if the original repair was successful. Because of this detachment, as seen in uploaded pictures, I was unable to open/close the laptop or have an appropriate view of the screen as the frame and detached hinge holders were blocking part of the screen. 

I might as well have bought a new laptop if I proceeded to pay him the additional {$150.00} ( that he demanded for repair of the detached screen and frame ) plus original {$280.00} he charged ; he should've fixed physical issues of his causing for free. Instead of taking responsibility for the physical damages he caused during the repair, he blames his incompetence on XXXX manufacturing ( see his text message where he says XXXX manufacture didnt do a good job on this type of laptop model, plastic holders which hold the metal hinges ). He makes a moot point about a successful screen repair when new physical damages ( that occurred during repair process ) do not allow adequate basic usage of laptop ( I was unable to open or close the laptop because of broken hinges and hinge holders ). There is nothing illogical about wanting my " hard earned money '' back after XXXX refused to address a new physical problem ( that arose during his repair process ) and that he did not fix adequately as it broke down 3 weeks later ( see my text ), XXXX XXXX repaired my laptop several weeks later and only charged me {$110.00} for labor and parts ( including a whole NEW LCD display with frame, screen, hinge, bezel etc. ) and the agent told me that XXXX 's prior repairs were inadequate, when I handed him my laptop in XXXX. 
Before handing off my laptop to XXXX, the laptop was able to be opened and closed without an issue ( indicating laptop hinges, bezel and plastic holders were not already damaged as suggested by XXXX ) ; however, in the process of his replacing the screen new physical damages occurred to hinges, bezel and plastic holders during disassembly process preceding screen replacement that he was unable to fixe with epoxy glue and that was inadequately repaired with his suggested technique with screws as the whole frame and bezel surrounding the screen were now loose ( see before and after repair photos ). I have video evidence further clarifying this loose frame and new rattling sound that occurred every time I opened and closed the laptop that XXXX dismissed as benign findings when I picked up the laptop assuring me that his repairs were durable. I am happy to provide dated video evidence if you'd allow me to send it ; unfortunately, your website does not allow uploading of video files. I was able to open and close my laptop before giving it to XXXX. He incurred new physical damages to my laptop and instead of taking responsibility for it, he texted me that in regards to his repairs, I dont guarantee what would happen after that, even one minute later. 
I trusted him to replace my laptop screen and to repair it ( not to create new physical damages ). He refused to work with me without charging me an additional {$150.00} to finish repairs of new physical damages he incurred even though I reached out to him within 3 weeks after his screen repair was completed. Therefore, I ask that I am refunded the unsuccessful labor charges of {$170.00} which left my laptop with a new physical problem that did not originally exist until XXXX attempted to replace the screen. I was able to open and close my laptop without the need for screws ( which XXXX installed ) before I handed my laptop to XXXX. ''

Company response to consumer: Closed with monetary relief