Consumer complaint received 2026-03-11 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: NJ

Complaint narrative:
On XX/XX/XXXX I've submitted a dispute against a merchant XXXX XXXX XXXX XXXX XXXX ( XXXX XXXX XXXX XXXX, XXXX, HI XXXX ), Reason Code : XXXX, Case # : XXXX or XXXX for the amount of {$4300.00} ( transaction date is XX/XX/XXXX ). Please note that the full amount paid to the merchant above is {$4500.00} ( {$200.00} was paid in advance on XX/XX/XXXX ). At Chases request, upon the merchant 's unreasonable denial, I reconsidered the amount and proposed what I believe is a fair and reasonable resolution of {$2500.00}. I've provided all the required documents and evidence but my claim was still denied. My dispute concerned the unsafe and unsanitary conditions during our stay between XX/XX/XXXX XX/XX/XXXX, which resulted in my XXXX son being repeatedly bitten by pests inside the rental unit XXXX ( pest control company reports confirms the possible XXXX XXXX and my son 's bites on photos provided match the XXXX XXXX XXXX bites with undeniable accuracy ). As a result the service provided by merchant is above unsatisfactory. The merchants response contained several inaccurate statements that I would like to clarify. First, the merchant claimed that we stayed in the unit for three days without reporting any issues. This is not correct. We began noticing bites after the first night ; however, there were initially only a few marks, and we did not immediately recognize the severity or the cause. By the third night ( XXXX XXXX XXXX ), my son was covered with numerous bites across his back, chest, stomach, and both hands. At that point we immediately reported the issue and provided multiple photographs documenting the extent of the bites to both the merchant and Chase. Despite this clear photographic evidence, the merchant minimized the issue by describing the injuries as only some bites, which does not accurately reflect the condition shown in the photographs. Second, the merchant stated that they acted promptly and reasonably in addressing the issue. This statement is also inaccurate. When the issue was first reported, the merchant initially refused to acknowledge that there was a problem. Only after repeated communications and multiple emails did they agree to relocate us to a different unit. The replacement unit represented a downgrade from the unit I originally booked and paid for. It was located farther from the waterline, had smaller beds, lacked the ocean view for which I paid an additional premium, and had noticeably older kitchen appliances and furniture. The partial refund of {$240.00} issued by the merchant does not adequately compensate for the downgrade or the circumstances that forced us to move. Third, the merchant claimed that there was no verifiable evidence of pests in the unit. However, the pest control documentation included in Chases investigation states that a technician from XXXX XXXX XXXX observed possible bird activity and potential XXXX XXXX entry through cracks and crevices around the sides of the air-conditioning unit. This information is extremely important because it confirms the likely presence of pests capable of causing the bites my son experienced. From XXXX website ( XXXX XXXX XXXX XXXX XXXX ) : Symptoms of a XXXX XXXX bite are similar to bites of other insects and mites. You may develop small red bumps or a crawling sensation on your skin. XXXX XXXX bites also cause itching, which can be severe at times In the case of intense itching, constantly scratching can break the skin. If bacteria gets underneath your skin, this can lead to a XXXX XXXX XXXX. Symptoms of a XXXX XXXX XXXX include : Pain, redness, skin thats warm to the touch, discharge. Itching can also become so severe that it keeps you awake at night. This can lead to daytime fatigue. As a guest, I am not a pest control specialist and can not reasonably be expected to distinguish between XXXX bites and XXXX XXXX bites. However, the bite patterns visible in my sons photographs closely match documented cases of XXXX XXXX bites. Regardless of the exact species, the presence of biting pests in a vacation rental unit clearly represents an unsafe and unsanitary condition. Additionally, we repeatedly requested that the merchant arrange a professional pest inspection after housekeeping staff who are not qualified pest control professionals claimed they did not find any signs of XXXX. The merchant repeatedly promised to arrange a pest control inspection but did not actually conduct one until XX/XX/XXXX, nearly a week after the issue was reported on XX/XX/XXXX. This delay is not consistent with the claim that they acted promptly. Furthermore, despite multiple verbal and written requests, the merchant refused to provide us with the pest control report. The information included in Chases investigation appears to confirm why this report was never shared with us. Fell free to XXXX the actual XXXX XXXX bites and compare it with the photos of my sons bites Ive initially provided. Another unresolved issue, rather small but still worth mentioning, is the refundable {$65.00} security deposit, which was never returned despite the merchant stating it would be refunded. Although the merchant claims that our continued stay indicates acceptance of the conditions, this does not accurately reflect reality. Our stay occurred during the winter holiday period when alternative accommodation was extremely limited, and relocating on short notice with a child late at night was not feasible. We relied on the merchants assurances that the issue would be investigated and fairly resolved. The presence of biting pests entering through structural openings in the unit indicates that the property was not maintained in safe conditions for guests. As a hospitality provider, the merchant has a responsibility to provide accommodations that meet basic standards of safety and sanitation.

Company response to consumer: Closed with monetary relief