Consumer complaint received 2026-02-22 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: CAPITAL ONE FINANCIAL CORPORATION
State: VA

Complaint narrative:
On XX/XX/year> I rented a drain camera from XXXX XXXX. 

The XXXX XXXX contract number was # XXXX. 

XXXX XXXX failed to uphold the contract signed by my employee. The specific clause they violated can be seen in the attached rental contract and is the following : The XXXX XXXX will provide the Equipment as is and in good working condition during the rental period. The equipment was not in good working condition as can be seen through the description below and as shown in attached images. Also attached is my receipt for the rental. 

The purpose of a drain camera is to inspect the inside of plumbing pipes for defects that can lead to leaks or clogs. In order to accomplish this task the drain camera must be bright enough to show a picture of the entire inside of the plumbing pipe in high detail in order to find cracks, root intrusion, blockages, etc. 

I was unable to use the camera to inspect the sewer due to the camera light being too dull and/or the picture on the display was too dim. I was unable to see the inside of a variety of pipes including 4 pvc, 4 cast iron, 6 pvc, 8 pvc. The manufacturer says that the sewer camera should be able to inspect from 4-14 pipe. I was inspecting pipes inside a building and outside. I was not able to see the entire pipe in any situation. 

The model of camera was a : XXXX XXXX Inspection Camera ( which can be seen on the manufacturer website here : XXXX XXXX XXXX ) I have rented and used an XXXX XXXX Inspection Camera extensively before and I was able to inspect the entire pipe easily as can be seen in pictures below. I was unable to see the top of even the 4 pipe with the XXXX XXXX XXXX XXXX I rented from XXXX XXXX. I was not able to see almost any of the larger pipes. 

I tried a variety of troubleshooting methods to improve the camera quality like cleaning the camera lens, cleaning the light covers, making sure the battery was fully charged, and using the AC power adapter instead of the battery. None of these fixes worked. I contacted the manufacturer and read through the user manual, but did not have any luck.

During talks with a XXXX XXXX rental representative on XX/XX/XXXX, no refund for defective equipment was offered. I reached out to XXXX XXXX corporate and was transferred to assistant store XXXX XXXX from XXXX XXXX XXXX # XXXX on XX/XX/year>. XXXX acknowledged the issues with the unit and offered a partial refund that he would send by email in the form of a cash payout voucher of {$150.00}. He never sent this email and I have not received any refund. 

I am a XXXX XXXX XXXX XXXX XXXX XXXX XXXX XXXX in Virginia and XXXX XXXX XXXX in Virginia and West Virginia and have extensive experience with a variety of fields including XXXX. In my professional opinion, this camera was not able to perform its job in the slightest. XXXX XXXX was unable to uphold their part of the rental contract which was to provide a drain camera with the sole purpose of inspecting plumbing pipes by camera. Since XXXX XXXX did not uphold their part of the rental contract I am requesting a refund. 

XXXX XXXX took a deposit of {$500.00} per rental policy and refunded a total of {$180.00} for a total rental cost of {$310.00}. At this point I would like to get the entire {$310.00} back due to defective equipment. This refund for rental price does not include the cost of the time spent by my employees to try to troubleshoot the defective equipment and pickup and drop off the equipment.

Company response to consumer: Closed with explanation