Consumer complaint received 2025-04-26 00:00:00
Product: Credit card — General-purpose credit card or charge card
Issue: Other features, terms, or problems — Problem with customer service
Company: AMERICAN EXPRESS COMPANY
State: MA

Complaint narrative:
I purchased a furnace from XXXX XXXXXXXX XXXX for approx. {$19000.00}. XXXX XXXX showed up to the property to install the furnace on XXXX XX/XX/XXXX, but first it required a deposit before starting any work. I gave them my platinum American Express for the deposit of {$6500.00} I was unable to stay at the property while the furnace was installed. When I returned home that evening I was surprised to find that XXXX XXXX did not install the furnace I hade purchased, they had damaged my property, and I did not receive any paper work for the furnace. I suspected the furnace was used and not new as I was promised. 

On XXXX XX/XX/XXXX XXXX XXXX charged my Platinum American Express card {$13000.00} for the remaining balance on the furnace. After being unable to reconcile the problem directly with the merchant ( XXXX XXXX ) I disputed both charges with American Express and on XXXX XX/XX/XXXX I was informed by letter via XXXX from American Express that after its investigation, American Express found in my favor on both disputes. 

On XXXX XX/XX/XXXX I received a letter from American Express via XXXX that the charge of {$6500.00} was being re-instated after AMEX received information from the merchant ( XXXX ). That letter included an explanation from the merchant that the merchant did not cause the water damage, denied any leak in the new furnace, and asserted that the electric outlet that was damaged was old. It is important to note that none of these things were part of my dispute. My dispute was receiving a product I did not order. XXXX XXXX  explanation was non-responsive to the issue. 


On XXXX XXXX I contacted AMEX by telephone and asked that the matter ( XXXX ) be reopened. On that date I submitted a letter responding to AMEX decision and pointed out how XXXX XXXX response did not address the issue in dispute. On XXXX XXXX I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated. 

On XXXX XX/XX/XXXX I called AMEX and requested the matter ( XXXX ). 
be re-opened and it was. The very next day I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated. Attached to the letter from AMEX was the same information that XXXX XXXX previously submitted about damage and leaks. AGAIN, THIS DISPUTRE HAS NOTHING TO DO WITH LEAKS OR DAMAGE XXXX XXXX CAUSED AT MY HOUSE. 


On XXXX XX/XX/XXXX I contacted AMEX and the matter was again re-opened. On XXXX XX/XX/XXXX I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated. 
This time AMEX indicated that XXXX XXXX  submitted documentation indicating services were rendered as per the agreed terms ; however, the supporting documentation that AMEX attached to that letter was the same documents from XXXX XXXX in the letters from AMEX on XXXX XXXX XXXX, XXXX  XXXX and XXXX XX/XX/XXXX. ( these documents spoke about water leaks and damage that is not the claim I asserted - my claim is that I received a product I did not order or want. ) On XXXX XX/XX/XXXX I contacted AMEX and the matter was again re-opened. On XXXX XX/XX/XXXX I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated because the merchant has provided a signed work order where services were accepted as satisfactory. When I looked at the documents that accompanied that Correspondence I was unable to locate my signature anyplace. In fact, there was no signature of anyone anyplace. Whats an even bigger affront to me is that AMEX said in its letter that the supporting documentation ( of my signature ) has been previously provided to me. 

On XXXX XX/XX/XXXX I called AMEX and the matter was re-opened for the fifth ( 5th ) Time and I sent in a letter explaining what the issues and facts were ( enc. ) On XXXX XX/XX/XXXX I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated. 
Quarry? What kind of investigation was conducted in two days? 

On XXXX XX/XX/XXXX I called AMEX and re-opened the case for the sixth ( 6th ) time. I sent in correspondence to try and explain the history. ( enc. ) On XXXX XX/XX/XXXX I sent another letter setting forth the complaint and explaining why XXXX XXXX  responses were nonsensical and untrue. On XXXX XX/XX/XXXX I received a letter from American Express via XXXX that it found in favor of the merchant and the charge of {$6500.00} was being re-instated. The reason given this time was the merchant has provided us with receipt, billing authorizations, explanation, signed work order and terms and conditions which we have attached for your reference. Once again, my signature does not appear anywhere on the documents enclosed and the explanation does not reference the problem that I was provided a product I did not order or want. 

It is illogical and not understandable how I could prevail on dispute XXXX and not prevail on XXXX or that AMEX was relying on untrue and irrelevant information provided to it by XXXX XXXX. It is ridiculous that XXXX XXXX asserts various different defenses to claims I did not make or that they claim I signed documents when my signature ( in fact no signature ) appears on the documents it refers to. 

On XXXX XX/XX/XXXX - at the direction of AMEX -I submitted this summary and was told I would receive a response. I did not receive information about the dispute ; however, the charge was put on my bill in the XXXX statement. 

Please restore my faith and disallow this charge for an item I never ordered and did not want. 

XXXX XXXX

Company response to consumer: Closed with explanation