Consumer complaint received 2024-08-28
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: WELLS FARGO & COMPANY (NC)

On XX/XX/year> I used the website XXXX to reserve a cabin in XXXX, TN for a family vacation at the mountains checking in XX/XX/XXXX, checking out XX/XX/XXXX for the total amount of {$6700.00} that I paid using my Wells Fargo XXXX XXXX XXXX Credit Card. When we showed up at the cabin on XX/XX/XXXX we encountered that the cabin was not in the condition promised, to start with, the property manager called me stating that the cabin wasnt going to be ready at the checking time of XXXX as promised so our family we had to hang out somewhere else until they were done cleaning the cabin. Later that day around XXXX we got to the cabin and noticed that I was given the wrong access code to the cabin and we were locked out the place until I called the property manager and she provided her personal code for us to access. We are in the cabin and noticed how dirty it was, trash was still in the trash cans, the floors were filthy and the water to the whole house smelled like rotten eggs. I communicated all of the issues to the property manager and she did resolve some of them but not all. One of the main issues es the water in the hot tub, there was oil floating on top, white flakes floating in the water and even some toenails, I made the property manager aware and she sent someone the next day to overflow the hot tub in order for the oil to spill out, not change the water, only overflow it which did not resolve the issue. Many other complaints were made to the property manager I cant list or explain all of them but I have photos, videos and messages from the property manager to prove all and each of them. A couple of days before we were to check out my sister ( one of the guests at the cabin ) started having a bad headache, we run to the store and got XXXX thinking it was something simple, the next day she got worse and started running a fever, we still didnt think any of it and the next day we were checking out so she planned on going to the doctor when home. The day we checked out since we drove separate vehicles my sister and her family went a different way, we were getting close to home when her husband calls me to tell me that he is taking her to the emergency room because her fever is really high, she is shaking and XXXX is no longer working. I remember talking to her the day before and we were trying to figure out what was going on. She told me that she got in the hot tub and when she was going in, she noticed the tub was slimy and she slipped and fall, she didnt worry about it because she didnt hit herself but she ended up going underwater for a few seconds, she got out and didnt go back in. She made it to the hospital and was told that she had a bad XXXX XXXX because she had XXXX in her ears caused by dirty water, the water in the hot tub, she was at the hospital two days where she was given XXXX for the pain because it was so bad. I immediately contacted XXXX to let them know what was going on and asked for a partial refund so to all the struggles we went through at the cabin and more than anything to compensate for what my sister was going through. I told them I wanted to help her pay the hospital bill since I felt guilty for what had happened to her. It was quite a fight and after back and forward emails with XXXX, unanswered messages to the host/owner XXXX XXXXs and property manager XXXX, XXXX ended up refunding me the service fee of {$770.00}, they were not able to refund the rest because the host/owner used a third party managing company ( XXXX XXXXXXXX XXXX ) to charge for the rest of the balance which was {$5900.00} so I had to deal with them directly which doesnt not make sense since I used the XXXX platform for the reservation and thought they were the ones handling everything but anyway I dealt with the host as well, I sent several messages through XXXX website because I didnt have a direct number, I didnt have a number for the property managing company, the only thing I have is the phone number to the property manager XXXX but according to her she doesnt deal with refunds, the host/owner XXXX XXXX handles that but he doesnt answer messages and there is not a phone number where I can reach him directly. I also filed a claim through my bank since I could not get a hold of the host/owner but days after Wells Fargo closed the dispute alleging that they provided the service they promised a cabin, I guess the filthy status of the cabin did not matter, it didnt matter that someone ended up at the hospital due to this. I called the bank and argued that XXXX and XXXX XXXX XXXX didnt provide the service they promised, because they promised a clean cabin, a timely check in time, clean premises with all essentials included and they did not kept the promise sending someone to the hospital. Wells Fargo had proof of everything, photos, videos, messages, descriptions, etc. I argued that in one of the message conversations with property manager XXXX, she even admits that the cabin is not in good condition to be rented and I believe this conversation was not taken into consideration, I believe Wells Fargo back just jumped into the conclusion that a cabin was provided and that was it, they close the case with an unfavorable decision against me. At this time after all the wasted time with the bank I kept fighting with XXXX and this time I didnt want a partial refund, I wanted ALL my money back {$5900.00} we fought for a while and finally on XX/XX/year> I received a message from the host on XXXX website that reads the following Weve processed your refund. It may take up to 15 days for this refund to reflect in your original for of payment. Please contact your bank for further updates. I felt relief and waited for the money to post to my Wells Fargo Credit Card account. The date today is XX/XX/year> and the money is still not in my account. XXXX suggested to initiate a chargeback process with my bank Wells Fargo but they argued that this cant be done because the dispute is being closed. I also messaged the host to find out whats going on and got no answer. According to XXXX, they contacted him as well and they did get a response from him, this is what the email from XXXX reads I am contacting you as agreed in the previous email to inform you that the last request sent to the property manager to confirm the refund has been answered and they, as those responsible for the property, have denied that they will process any refund of the rental payment. After promising a refund back in XX/XX/XXXX, they backed up and now they dont want to refund the money. I am really disappointed, specially with my bank Wells Fargo, I have been banking with them for more than 20 years and they cant even fight this for me. The bank, the host/owner, the property manager and XXXX  are getting away with this, really?? Where are we as customers left in a situation like this? I know that my sisters hospital bill will be higher that the full refund I am requesting, I feel guilty and obligated to help her with the expenses and this refund will definitely help us. Wells Fargo Bank has evidence of all issues with the cabin, including photos, videos, screenshots of conversations with property manager XXXX and with host/owner XXXX XXXX XXXX photos of my sister at the hospital showing dates, they had all the evidence that proved that XXXX violated their Book With Confidence Guarantee mentioned in their website. I want to believe that you will make the right decision in this matter and protect a customer that at this time feels like no one cares about.