Consumer complaint received 2024-07-03 00:00:00
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: AMERICAN EXPRESS COMPANY
State: MI

Complaint narrative:
I am writing in regards to the charge made by XXXX XXXX XXXX XXXXXXXX on XX/XX/year> for their claim if damages that resulted due ti mud left on the car. The charge on XX/XX/year> was for a total amount of : XXXX, of that amount XXXX was credited back to my account following a CFPB claim against American Express because of their poor handling of the original dispute. I am continuing my complaint and dispute for the remainder XXXX. The reason I am disputing this charge is XXXX : I do not believe nor do I have documentation from XXXX XXXX XXXX XXXX that mud left on the XXXX from a XXXX XXXX  would result in such damage. XXXX : per the contract signed it does say that failure to wash the XXXX would result in a XXXX $ fee, of which the XXXX $ security deposit would have sufficiently covered. XXXX : as it is a rental, and as the rental agency would suspect patrons would not be familiar with XXXX XXXXXXXX, and its high iron contents per XXXX XXXX XXXX XXXX claim, there is nothing in the rental agreement nor in any communication from the employees of XXXX XXXX XXXX XXXX  that indicates the resulting damage of the mud with exception to a XXXX $ charge. It is highly unlikely that XXXX would have resulted in such damage. XXXX : after the XXXXXXXX XXXX XXXX XXXXXXXX picked up the XXXX there was XXXX communication from them until a charge 6 days later for XXXX was made at that time they still did not notify me ( I noticed on my own ) and failed to respond to questions regarding the charge until an email was sent which indicated the charge along with the claim of mud damage, accompanied by blurry images of the XXXX, and XXXX screen shots of the cost is supplies to fix the Claimed damages. At that time I called and emailed to inquire about more information and only received XXXX email stating to make an insurance claim. [ although an insurance claim with American Express was made, it was denied because XXXX : American Express stated that XXXX XXXX XXXX XXXX  is not a car rental company despite the fact that per their website they state they are, and XXXX : they said it is not covered because we took the XXXX off XXXX, however we did not : we were driving on per XXXX XXXX owner of XXXXXXXX XXXX XXXX XXXX : state maintained roads which is where we were directed to XXXX although those roads were mostly dirt roads. ]. XXXX : XXXXXXXX XXXX XXXX XXXXXXXX per the request of not only myself, my personal insurance company ( which was also denied because I do not have rental car coverage which is why Amex was used for their coverage ) and Amex assurance team, and the dispute team did not provide a detailed repair estimate from a repair shop detailing the damage and repairs they were claiming. 
XXXX : the rental agreement time frame was from XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX the following day. We informed XXXX XXXX that we were done with XXXX and parked for him to pick up around XXXX pm he said he would still pick it up in the am. We noticed that the XXXX wasnt picked up until late in the afternoon one of the images that was sent as evidence of damage was at an outdoor car wash it was night time in the image, however we do not know when/ what day this was taken. At any rate If upon picking up the XXXX and seeing mud was clearly on it was such a cause for concern because of the amount of damage done- why did hours go by with out cleaning the XXXX how do we know that from the time we left the XXXX  at XXXX the previous day to when ever that picture was taken the damage was not done then, when all we have to go on is XXXX  screen shots of cost of supplies, a blurry image, and their word. Finally, XXXX : their word, it is clear to me that XXXX XXXXXXXX XXXX XXXX is running an unethical operation as evidence by XXXX : failure to respond to the XXXX  claim that I made, resulting in losing their XXXX and a down grade to an F rating. XXXX : XXXX  reviews from other patrons claiming fraudulent charges. XXXX : multiple XXXX reviews claiming fraudulent charges, and several reviews reporting that charges were made to their cc for thousands of dollars, resulting in disputes with their cc companys ( some of which list they uses an American Express card ) and charges made a full year after their rental, or for damages without evidence, all reviews claimed they have not received any communication response from XXXXXXXX XXXX XXXX XXXX 

All of my reasons listed above which I have wrote and verbalized to American Express multiple times over the course of the last year and a half since the original charge should have initiated some sort of investigation, however if that investigation was initiated American Express dispute team continues to fail to inform me of such and as a result originally closed my case with out explanation, and due to the length of time it went on I was not able to re- open it or speak to anyone in the dispute team regarding this matter.

Company response to consumer: Closed with monetary relief