Consumer complaint received 2019-05-21
Company: SYNCHRONY FINANCIAL
State: MD
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:
This complaint is against Lowe 's Credit Card Center/Synchrony Bank ( herein referred to as the " Bank '' ), XXXX XXXX XXXX, XXXX, FL XXXX. XXXX XXXX XXXX where purchased from Lowe 's, XXXX, MD on XX/XX/XXXX. The XXXX windows were installed XX/XX/XXXX and XX/XX/XXXX by Lowe 's subcontractor, XXXX XXXX. Soon after the XX/XX/XXXX installation I observed many to have gouges, scratches, two tones rails and other defects ( herein after " damaged goods '' ) on approximately nine windows and, later, on one window installed XX/XX/XXXX. Lowe 's assistant manager XXXX XXXX examined the windows and verified the damages on or about XX/XX/XXXX and contacted XXXX. XXXX sent a person from XXXX XXXX, XXXX distributor and warranty management company. The XXXX  representative observed the damages and declared them to be damaged goods. His assessment was that part of the damage could be from XXXX factory and part from handling and storage by Lowe 's or XXXX XXXX. After another Lowe 's and XXXX detailed inspection on XX/XX/XXXX Lowe 's and XXXX stated they would send someone to fix the windows. This never happened. 

On XX/XX/XXXX after several unsatisfactory phone calls to Lowe 's, I contacted Lowe 's Credit Card Center/Synchrony Bank at the above address. My letter included numerous photos of the damaged goods. Also, I contacted the Maryland AG office of Consumer Protection and provided copies on all material going forward. For the remainder of the year, I sent approximately eight ( 8 ) more letters including more photos, transcripts on Lowe 's and XXXX inspections XX/XX/XXXX and XX/XX/XXXX. In these letters were various videos of other Lowe 's employees stating what good quality XXXX vinyl windows looked like. In these letters I demanded the Bank to credit my account approximately {$5400.00} which was the retail cost of replacing the damaged goods. I enclosed an invoice from XXXX XXXX. I rebutted two ( 2 ) vacuous statements by Lowe 's and XXXX sent to the Bank. Finally at the end of XXXX, Maryland Consumer Protection Division wrote to Lowe 's stating a path of arbitration to resolve the dispute and offered to assign the arbitrator. Approximately 2 weeks later Lowe 's Risk Management contacted me and offered to send an appraiser to value the windows and XXXX agreed to replace the damaged goods. 

The Bank was an impediment to getting the damaged goods replaced and/or crediting my account. Since the beginning of XXXX I have kept the Bank apprised of events with Lowe 's Risk Management and XXXX actions to remedy the damaged goods. The Bank has put a deleterious comment on my credit report for the months of XXXX, XXXX and XX/XX/XXXX. I have demanded that the Bank remove this stain on my credit report but no action has been taken. The simple fact that Lowe 's and XXXX took decisive action to avoid arbitration substantiates my claim. I believe that the Bank 's actions are not unique to me and that the Bank apparently colluded with Lowe 's to deny me my rights under the Fair Credit Billing Act.

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