Consumer complaint received 2024-02-03 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: SYNCHRONY FINANCIAL
State: GA

Complaint narrative:
My family and I were coming together to plan a vacation. We researched and chatted with each other about what we were looking for in terms of a home and on XX/XX/year> I made a purchase to rent a home. Upon arrival we were all excited. We did an initial check of the house and were disappointed to learn that one of the reasons that we chose this particular house we could not use. The backyard fire pit, as the house is also named was unusable. The fire pit had branches stacked in it making the stack over 6ft tall. After walking the property, you see empty beer cans all over the lawn on the side and in the front of the house along with XXXX XXXX. Inside, the window was broken, and we closed off that part of the house due to not feeling comfortable with the children being in that space. The washer and dryer both had sand in it and it ruined two items that we had due to not knowing. In the first bedroom, you saw a receipt from the previous renters in the window, the bathroom curtain had mold on it and was extremely dirty. You could smell the stuffy mildew odor coming from the bathroom. In the back bathroom, there were a couple of roaches, which bugs are there and you ignore them but since it was the only bathroom and had no tub, it caused a small issue with the children. Upon arrival, the microwave was inoperable, this meant that we needed to find something else for the children to eat and were unprepared. We contacted the property immediately and when he came out the next day, he had to search around for the breaker box. My sister slipped ( did not fall ) in the puddle of water that was coming from the refrigerator. This same maintenance person grabbed a towel to sop it up and told us that it was condensation from built up weeks, which would indicate that this had not been tended to in some time, however, later on that evening, the water was puddled back on the kitchen floor again. Lastly, there was not adequate utensils and supplies in the home. We had to go out and purchase things that should have been there such as cooking, eating utensils, pots, garbage bags and tissue. This is not what we signed up and paid for. I submitted pictures of everything listed above. I even contacted the company and was advised that they would do something, but because the rental was closed out, I would need to contact the credit card company. It is unreasonable to believe that the company can show that the house was available, but not be held accountable for the condition or the availability of use for the property or products promised. We had to spend more money being away from the house due to the house not being what we expected. I filed the dispute with the credit card company, and they did nothing about it. There has been no communication about the dispute except for me to reach out today only to be told that they closed it due to the company sending them notice that the house was available. That was not what I disputed.

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