Consumer complaint received 2024-06-17 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: JPMORGAN CHASE & CO.
State: TX

Complaint narrative:
I initially scheduled an appointment for XXXX XXXX XXXX {$99.00} basic duct cleaning and inspection for XX/XX/year>. They advised that I needed a duct deep cleaning. I decided to do half since the price to do it all was out of budget. They were to deep clean the return ducts and return box. I noticed a dusty smell coming from the vents. I contacted them about it then scheduled another company to come and inspect it. I then looked up the vents into the duct work and saw thick layers of dust still. after the second company came they said there was still a lot of dust and even mildew. Ive uploaded photos, that were named with descriptions from the second company, to prove the job was done poorly. I also called XXXX of their other locations and recorded the phone call to ask how the vents should look after a job, about smell, as well as dryer vent inspections which was supposed to be a part of the service and was not done at all. I cant upload the video unfortunately, only pictures and PDFs. I contacted XXXX for a refund since I do not trust them to come back and do a proper job seeing as they could easily damage the vents out of retaliation. They have a F rating on XXXX with multiple claims of being scammed like I was. Also, they have a 100 % satisfaction guarantee on their website, Im not satisfied so where is my guarantee? I disputed the charge with Chase, my bank. They initially found the charge to be valid without even contacting me for any proof or documentation. They said its because I didnt make arrangements to return the service. How do you return a service? I called them and they said that shouldve never happened and said I could reopen the dispute in writing and attach my documents that prove my claim. I did so and received a response stating that the charge is valid because the merchant confirmed no billing error. Again, I never claimed there to be a billing error or that I didnt receive the service. When I filed the dispute I selected the reason as received service but that it wasnt done properly ( I forget how the exact verbiage stated it ). They disregarded that once again when I called and said I signed the invoice stating the service was performed. I never said it wasnt performed, it was not done well at all. XXXX XXXX XXXX has also stated that I havent had my ducts cleaned in over 30 years which I submitted proof to chase that my house isnt even that old and that I had the ducts cleaned the year prior. This just shows that XXXX will say anything to get out of this dispute. The fact that Ive provided that, copies of complaints from other customers on BBB claiming to have been scammed/services not done correctly, pictures of the dust and mildew left by XXXX, and that I could send video recording of XXXX other location saying the ducts should not have been left that way ( they didnt give me anyway to send it like email and I couldnt upload the video ), along with several other pieces of evidence like the 100 % satisfaction guarantee on XXXX website that only result in the dispute being dismissed due to irrelevant reasons or reasons I never claimed makes me believe Chase did not properly investigate the claim and/or Chase is the bank for XXXX and do not want to reverse the charge. When I called Chase the second time I was told I have card benefits that could help me and the Chase representative told me Im pretty sure that if you dont get everything back youll at least get something and he told me hed note the dispute. When I called back for the third time they had no idea what I was talking about, told me that they could no longer help me, and referred me to the card benefits department. When I called them they said there were no benefits that the card has that could help me in my situation. Bottom line is Chase did not contact me before dismissing my initial dispute even though they said theyd contact me for my documentation, then refused to actually investigate the dispute once I did upload those documents, found the charge is valid for reasons I never disputed twice, gave me misinformation, and refuse to actually help me.

Company response to consumer: Closed with monetary relief