Consumer complaint received 2025-10-20 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: U.S. BANCORP
State: FL

Complaint narrative:
I am writing to formally dispute the charges totaling {$2200.00} from XXXX and XXXX XXXX XXXX XXXX on my account. The charges are for a vacation rental stay from XX/XX/year> to XX/XX/year>. The condition of the rental property was unacceptable and did not meet the basic standards of a habitable and clean environment as advertised. 

Upon arrival, we found the property to be in a state of neglect and disrepair, which significantly impacted our vacation experience. The specific issues we encountered include : The kitchen was unsanitary. The refrigerator was dirty, and the counters had food stuck to them. Same as a prior tenant complained of 11 weeks prior. 

We found roaches inside the home. Actually in a coffee cup. 

The pool was unusable, with a low water level choking the skimmer and filled with leaves, bugs, and bird feathers. We could not use it until Wednesday, XXXX when the pool company added a foot of water and vacuumed out the debris. Same as a prior tenant complained of 11 weeks prior. 

The bathrooms were in poor condition. One toilet did not flush, and the shower drains were slow, causing water to pool up to our ankles. We also found hair in the showers. 

We were shocked to find personal belongings from a previous guest, including women 's clothes and XXXX pills, left in the drawers. 

The windows were so dirty that it was difficult to see out of them. Same as a prior tenant complained of 11 weeks prior. 

While I understand that merchants often request immediate notification to address issues, this was not a feasible decision for us. We had no other immediate options as a place to stay. We were XXXX miles from home and a hotel was way too much for the space we needed. Our son has severe XXXX and cleaning products and/ or pesticides were a terrible idea to introduce into the equation. We were stuck. Against our better judgement, we had to stay. Our vacation was planned with other friends and family around a full, multi-city schedule of activities including museums, zoos, the XXXX XXXX, and aquariums. Taking time out of our limited vacation time to wait for callbacks from management, as well as for plumbers, pool maintenance, and cleaning crews, would have meant sacrificing our pre-planned and paid-for activities with friends and family. This was simply not a reasonable expectation given the extensive nature of the problems. This was supposed to be a vacation. 

Furthermore, under Texas Commercial Code, there is a principle called implied habitability. By accepting our payment, especially the cleaning fee, the rental company was obligated to provide us with a clean and peaceful living space. This expectation was not met in any way and we were not under any obligation to engage in the scheduling of vendors. 

My family and I were deeply embarrassed by this experience. I still suffer from the lingering effect of emotional distress from this fiasco. We have never had to dispute a charge before, but the lack of basic cleanliness, enjoyment of the pool and habitability of this rental warrants a full chargeback. 

Please investigate this matter and reverse the charges from XXXX and XXXX XXXX XXXX XXXX. I have attached supporting documentation, including photos and another complaint just 11 weeks prior in the same house, to this letter. I trust that you will agree that the services provided were not as advertised and that we are entitled to a full refund.

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