Consumer complaint received 2015-07-31
Company: SYNCHRONY FINANCIAL
State: RI
Product: Credit card
Issue: Privacy

Complaint:
On XXXX XXXX, 2015 I went in the store and obtained estimate on replacement windows, storm and entry doors. I paid {$35.00} for someone to come out to measure as I was looking to purchase these items from Lowes and have their installer put it in like I have done in the past. I was told a project specialist would come out to measure the windows and the installer would measure the doors. The installer advised that since the project specialist was coming out, he could measure everything. Project specialist came out to my home and focused on selling me other items. I explained I had everything already picked out so he probed me for credit card information. He wanted me to complete a paper Lowes form and so he could input into his unencrypted laptop and take the paper copy with him. When I expressed that I would not give him my Lowes credit card info, he said that I would not be able to go into the store and pay as I historically did. I did not give him my information as this did not appear to be legitimate practice. He also mentioned that the windows previously installed by XXXX XXXX hired by Lowes in previous years did not properly wrap the wood frame of the windows impairing my warranty on products/services already paid for through my Lowes credit card account. I was advised to wait for the store to contact me regarding other options for installation and went in today after not hearing anything on XXXX/XXXX/15 and was advised that I was refunded the {$35.00} already on XX/XX/2015. Someone placed a comment on my estimate, that I was no longer interested. I am reporting this for XXXX reasons : that the process was not articulated properly raising concerns that this was fraud ring, that the money paid for measuring was refunded w/o my knowledge, that collecting credit card data in paper form and not protecting it is a violation of PCI DSS standards and privacy laws wherein customers have to rely upon the honesty of the representative sent to the home w/o consent to pitch other products/services while failing to protect customer data via adequate information security controls. Most importantly, it appears that my warranty on my windows is impaired due to the direct negligence of the installer who was hired by Lowes in preceding years ( I owned the house for 10 years and did XXXX projects within that timeline which is still in Lowes 's computer when I inquired today ) directly and therefore I want this corrected by an independent contractor to prevent structural harm to the integrity of the windows. Finally, I want Lowes to reaffirm in writing that my warranty is still in effect after the independent contractor wraps the wood with metal all the way per code and re-install the replacement windows to prevent any unforeseeable, present/future damage. Since I am not a contractor, I relied upon Lowes to hire an installer to use the proper degree and skill to prevent any structural harm and to ensure that I receive the full benefits of the products/services. Lowes also as a best practice should help consumers to fully understand that they send out project specialists who are actually sales people to their homes even when they chose the product already and obtain proper consent to do so, since customers are just expecting someone to come out and measure for the project.

Company response to consumer: Closed with explanation