Consumer complaint received 2019-07-23
Company: BANK OF AMERICA, NATIONAL ASSOCIATION
State: DC
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:
Bank of America ( BA ) Credit Card approved charges for a repair that was not done on an equipment which is a burner ; and BA told me to hire an expert to say that the repairs were not done ; even though I had hired another company to make the repairs and submitted proof to BA. 

I am writing to see if your Agency can help me with this dispute and get the charges credited back to my account. Below is dispute letter to BA. 


XX/XX/2019 Subject : Dispute on Creditcard charge of {$430.00} from XXXX Dear Bank of America : I am contesting the XX/XX/2019, bill charge of {$430.00} because XXXX did not repair the burner as stated and did not come back to repair the burner adequately. I am also contesting the bill charge for work performed due to damages and for repeated work that was performed due to the Techs errors. 

I hired another company XXXX to repair burner and they did on XX/XX/2019, during the repair XXXX had to cap a fuel line section because the fuel was shooting out. See receipt of their work. 

For background purposes, the burner is used for heating to perform XXXX work at my jobsite. The burner was not working because the copper pipe that the fuel flows threw had a crack. So in other words, the burner system had a fuel leak preventing pilot light from staying on. 


For professional background purposes, I have a degree in XXXX XXXX and have 25 + years working in the field. I know how a burner works and know how to fix a burner. I am unable to do certain work on a burner that deals with bending into tight spots and removing nuts and bolts and connecting hard pipes. Because of my limitations, I had to call a professional to install the copper pipe. I had purchased the copper pipe and fittings ahead of time ( before XX/XX/XXXX ) for a professional repair person to install. 



On XX/XX/2019, XXXX came to replace the pipe, and while XXXX Tech was there, I had him to service the equipment by replacing the filter and fuel nozzle. I informed XXXX before the appointment was made that this was an emergency repair. 


Case N Point : While the tech was prepping to repair the copper pipe on XX/XX/XXXX, he broke the solenoid orifice by not checking the pressure before he turned on the fuel to flow thru the system ; and did not set the gap between the two electrode tips properly when he replace the fuel nozzle. When the gap is not correct the system will not stay on. 

He did not install the copper pipe on XX/XX/XXXX and I had to order a solenoid orifice. He was paid {$580.00} for changing the filter and fuel nozzle, trip fee to jobsite to do the repairs, and for 3 hrs hours of work for replacing oil filter, fuel nozzle replacement, and for working on fuel supply line. 


When he returned to do the repairs on XX/XX/2019, he installed the copper pipe and solenoid. After the installation the burner system would not stay on. He took 2 hours approximately to figure out why and to make the adjustments. He opened the burner compartment and checked the fuel nozzle and readjusted the electrode tips gap. He said the system would not stay on because he did not set the gap between the electrode tips correctly. Before he left he said the burner was working. He was paid {$430.00} On the day that I tried to use the burner, it did not work and set up a XXXX XXXX service appointment with Tech on XX/XX/XXXX. I made the appointment with Ms. XXXX, the XXXX  point of contact and spoke with the Tech over the phone and by text about the XXXX XXXX appointment. The Tech said he would call when he was on the way. The Tech did not come to appointment and did not call to say he was not coming. He did not return my calls and texts messages that were made on that day to see if he was on the way or to see what happened. I never heard back from XXXX. My phone records will show that I called, I also sent text messages. 


In closing, I paid for a burner that was not repaired. Also, after reviewing the work order and making an assessment, I concluded that I paid for the Techs damages and for excessive hours of work due to intentional delay tactics or for lack of knowledge of electrodes and fuel nozzle maintenance. And regarding XXXX saying burner was not working because of air in the fuel lines is not true. If it did have air I know how to remove air and know how to avoid air in lines, in addition, when XXXX first starting doing the repairs, the fuel shot out probably because the Tech left something uncapped. 

If you have any questions, please give me a call. Thank you.

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