Consumer complaint received 2024-10-21
Product: Credit card — General-purpose credit card or charge card
Issue: Problem with a purchase shown on your statement — Credit card company isn't resolving a dispute about a purchase on your statement
Company: DISCOVER BANK (AZ)

Subject : Formal Complaint Regarding Airbnb Rental and Chargeback Issues Dear Consumer Financial Protection Bureau, I am writing to file a formal complaint regarding a recent transaction with XXXX and the subsequent issues I encountered when trying to obtain a refund. My experience has been frustrating, and I feel that I did not receive the product and services promised, resulting in financial losses and misleading practices by the company. Despite multiple attempts to resolve the matter directly with XXXX, I have been unsuccessful, which has led me to seek assistance from your office. 

Background : In XX/XX/year>, I rented a property through XXXX for a vacation. Upon arrival, I quickly realized that the rental did not meet the standards advertised and was materially misrepresented from the actual services received. Key amenities listed, including functioning air conditioning, hot water, and a usable kitchen grill, were either inoperable or nonexistent. We believe this to be a strategic fraudulent inducement to purchase services, which were materially not rendered. Discover is failing to stand behind their anti-fraud guarantee, and XXXX XXXX is less than helpful. We have no intention of paying for this charge in full, as we incurred extra cost on the trip due to these issues. 

Here is a summary of the main issues : XXXX XXXX XXXX : The property listing included pictures and descriptions that were significantly different from the actual condition of the rental. For example, the listing showed an inviting living space and functioning outdoor grill, but the actual condition of the home was poor. Appliances like the dishwasher and refrigerator were broken and unusable. 

Lack of Basic Utilities : We had no access to consistent hot water throughout our stay. The downstairs shower was scalding, while the upstairs shower did not have any hot water at all. We were left with no usable bathroom, and every time we used the shower, it flooded, causing additional damage and foul odors throughout the suite .

Health and Safety Violations : The flooded bathroom floor emitted a repulsive odor, and the water that pooled had a brownish tint, potentially containing sewage or human XXXX. This posed a serious health risk to me and my companions. 
Air Conditioning Misrepresentation : The listing also promised air conditioning, a critical feature given the hot climate. However, the air conditioning was hard-set by the host, and we had no control over the temperature. Additionally, the guest suite , where we spent most of our time, did not have any air conditioning at all. 

Financial Losses : Due to the condition of the rental, my group and I had to purchase over {$500.00} worth of groceries from XXXX, which were ruined because the refrigerator was not airtight and leaked all over the kitchen floor. We incurred additional expenses to rebook alternative lodging for the remaining days of our trip, as the property was uninhabitable. 

In addition, I have incurred charges related to a {$500.00} deposit, which XXXX has yet to refund, despite multiple attempts to resolve the issue. This deposit has been charged multiple times to my Discover card, which is a fraudulent practice. I have attempted to dispute the charges with XXXX and my credit card company, but XXXX has been uncooperative in resolving the matter. 

Additional Unfulfilled Promises : One of the key reasons we booked this rental was the inclusion of a golf cart for transportation, which was advertised as part of the rental. However, this golf cart was not made available until the last 3 days of our stay, after multiple requests. Furthermore, we were charged an additional fee for its use, despite it being advertised as part of the rental price. This is another example of false advertising and predatory pricing practices. Discover should be standing behind their card members, and not putting me in the middle of issues with services not rendered, or services not received with a fraudulent merchant. 


Request for Action : I am seeking assistance from the Consumer Financial Protection Bureau in addressing the following issues : Refund for the Rental : I request a full refund of the rental cost, as the property was not as advertised and the amenities promised were not delivered. We believe this falls under false and misleading inducement of services, and is classified under fraud under California Statutes. 

Reimbursement for Damaged Groceries : I seek reimbursement for the {$500.00} worth of groceries that were ruined due to the malfunctioning refrigerator. 

Return of the Deposit : I request that XXXX return the {$500.00} deposit that was charged multiple times to my Discover card. 

Investigation into XXXX 's Business Practices : I believe that XXXX 's misleading advertising and refusal to issue a refund for undelivered services warrant an investigation. Their failure to respond to my dispute and the repeated fraudulent charges indicate a broader pattern of negligence and unfair business practices. 
This experience has not only caused me financial losses but has also disrupted what was meant to be a relaxing vacation. I would greatly appreciate the CFPBs help in resolving this matter and holding XXXX accountable for their unethical and deceptive business practices. 

Thank you for your time and consideration. 

Warmest regards, ========================== From Discover : XX/XX/year> Description : AIRBNB XXXX XXXX CA Amount : {$3700.00} Dispute : # XXXX Transaction has been found to be valid. 
A decision has been reached for this investigation and we have found that this transaction is valid. You can expect to receive information on this decision to be sent to you via mail or secure message at Discover.com. Please review this information when it arrives for important details summarizing this dispute inquiry. Please notify us as soon as possible if you wish to continue this dispute.