Consumer complaint received 2023-10-16
Company: SYNCHRONY FINANCIAL
State: TN
Product: Credit card
Sub-product: Store credit 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:
The following has been copied from my initial document that I sent to the credit card company, Synchrony Bank, regarding a dispute for a failed appliance installation from Lowes on XXXX. This purchase was made with a store credit card. I have attached the document in full, as well as proof of payment and a log of my communications with the store to get it resolved. Additionally, I have attached all communications with Synchrony regarding the dispute, and a letter they told me they'd already sent but that I never received notifying me they were closing my dispute for reasons that are still unclear to me. To quote the letter : " The seller will not issue a credit for the merchandise as long as it is still in your possession. For further assistance, please contact the seller/merchant directly. '' I obviously already know this - I tried exhaustively to resolve this with the store and came to a standstill, which is why I filed the chargeback in the first place. " The seller won't refund you '' is not a clear or acceptable response from a financial institution, particularly when the purchase was made on a store credit card. ( Note : I have removed identifying information and case numbers from the following timeline, but they are included in the attached documents. ) Lowes Purchase and Installation Timeline XX/XX/XXXX - New washing machine was installed XX/XX/XXXX and hasnt turned on since installation. installer said water was coming out and that everything was working fine but machine was bone dry. Installers were named XXXX and XXXX. '' The older gentleman was amazing and really went out of his way to help me retrofit my stacking kit and safely install the machines. He seemed to lead the charge in every step, while the younger man seemed to me more of an assistant or apprentice. They took multiple extra steps to solve problems I was not anticipating. The younger man did the testing while older man went to wrap things up in the truck, said everything was good and then left. I watched from the other side of the porch and could see the lights were working and the dryer was spinning, so I assumed everything was fine. I was trying to be present but not physically in the way. I immediately tried to use and calibrate the washer and could not get anything going. Older man told me via text several hours later ( after I texted him to ask if they had actually gotten it to spin or see if I was missing something obvious ) that his guy said he tested it and water was coming in but I immediately was inspecting the machine after their departure and there was not a single drop of water, so I know that's not true. 

XX/XX/XXXX - Customer care was called XX/XX/XXXX and the case was " escalated. '' I was told Id be contacted within 24 hours to schedule servicing. Customer care contacted me again on XX/XX/XXXX and scheduled a service visit for Saturday XX/XX/XXXX. Delivery window is XXXX. 


XX/XX/XXXX - After taking the afternoon off work, I am disappointed that the repair team never comes. I was told when the installers called to cancel that I wouldn't be able to have have anyone out until Monday because all of tomorrows slots are full. When pushed on this, team members give vague I can email [ ___ department/company ] for you and tell them you need it sooner and theyll have to get in touch. Note that this phone call came through late enough in the day that Lowes ' customer care line was closed. The customer service hours are extremely inaccessible. I can not get in touch with anyone for confirmation of service. I called Lowes Customer Care, couldnt get anyone on the phone, and have called the delivery company independently and have been hung up on. I also emailed Lowes feedback via survey, independently from this case which I will attach below. 

XX/XX/XXXX - I finally get in touch with a customer care associate. He informs me that my service call was booked completely wrong, and the delivery team was set to hook something up again and level the machine, which is inconsistent with what I have recorded as being the problem. He says if I really want it to be repaired then I need to get in touch with the manufacturer since thats where the warranty comes from, and if I want to replace it they couldnt guarantee the item would be in stock but he could send me down that road. I opted for a full replacement because I just want a washing machine as soon as possible. I was told Id be contacted within 24 hours to schedule that. I truly can not take any more time off work at this point and Im very frustrated, behind at work and have nothing to show for it. 


XX/XX/XXXX - I was able to get in touch with customer care after I missed a call back from them, but only after an hour of trying. I was only able to get through by using the extensions for store employees, which I tried because the line dropped me 3 times while using the customer extension. When I finally got through the associate told me they would come tomorrow to pick up my machine but wouldnt install a new one until Wednesday because they dont do exchanges. I said I couldnt take two more days off for this and wasnt sure what to do because I had no time to spare, and at this point I had so little faith in them coming through on time or at all. I muted the call to discuss these options with my partner. We decided to try and go through with the replacement machine, so I unmuted the call and told her that was fine, but I wanted it in writing and that I would need it to be the afternoon windows or it would not be possible. She said she didnt know or have control over that - the delivery company handles that. I understand that - but I said there needed to be less middle men because I am out of time off and I would have to be able to get in contact with the delivery company. The associate hung up on me abruptly - I thought surely it had to be an accidental disconnect - so waited it out to see if someone would call me back and they havent. I am so sad. I wasnt yelling at her because I know shes just one person in this chain of nightmare communications, and its not her fault. I definitely made it clear that I was frustrated but Ive worked in customer service myself and would never take anger out on someone who didnt deserve it - I wasnt being aggressive or unreasonable. Im honestly just at a loss because I have never experienced anything like this in my life. Im out of options here, and I dont trust the Lowes installers to touch any part of my house or machines. 

XX/XX/XXXX - I get a phone call for scheduled delivery this evening. I asked the installer what I was scheduled for ( because I had never recieved any follow up after the customer care rep hung up on me ) and he said I was gon na ask you the same thing! He said he was scheduled to level the machine ( as was already established, we do not need that done ) and also scheduled to remove and haul away the machine. I told him that I didnt need either of those things done and that he didnt need to come, and then I got a your delivery arrived! notification. 

Feedback given directly to Lowes via survey on XX/XX/XXXX : " This has been an insanely bad experience. My washer was installed by 2 men - one older and one younger. The older man was extremely helpful and went above and beyond. The younger man followed his lead. He seemed to be an apprentice or assistant. When the machine was finally installed, the older man went back to get the truck ready to go while the younger guy tested the machines. I watched from a distance to not get in the way. I saw all the machines lights turn on, I assumed it was working. They left and I tried to start the machine, it turned on but I couldnt get it calibrated or to work at all. It was bone dry inside, not a drop of water. I messed with it for an hour or two before texting the delivery man and he said his guy told him he had tested the machine and that water was flowing in and everything. Thats a complete and total lie. By this time of course customer care was closed, I had to wait 3 more days to have what was supposed to be a repair or service call today, XX/XX/XXXX. Well, someone on the truck called about my scheduled install ( install?? I was told it would be a service call? ) this evening and said their truck was running 3 hours behind and wouldnt be able to get here until XXXX. My laundry system is outdoors and it would be dark. They told me they couldnt guarantee a spot for tomorrow because those spots were all full already, but this is the THIRD full day of work I have had to take off to wait for this machine install and repair and I still have NO working washing machine. I am just at a loss. The communication has been impossible, customer care hours are inaccessible and the installer literally lied about my machine working like I wouldnt notice? I mean what?? 
I will be calling customer care again first thing, but if I dont get a service call tomorrow I will be filing a credit card dispute. This is way too big of a company to have such a dysfunctional delivery system. ''

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