Consumer complaint received 2025-09-17 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: AMERICAN EXPRESS COMPANY
State: FL

Complaint narrative:
CFPB Complaint American Express Case XXXX ( XXXX  Dispute ) American Express denial of charge back ( and now reescalation ) for misrepresentation of XXXX rental Date : XX/XX/2025 XXXX XXXX XXXX / XXXX ( XXXX Case numbers XXXX ; XXXX, XXXX ) Date : XX/XX/2025 Summary of Complaint : I rented a two-bedroom, one-bath property through XXXX fromXX/XX/XXXX XXXX XXXX made on XX/XX/2025 ) specifically because it was advertised as air conditioned. The listing contained no photos or mention of portable AC units. Upon arrival, I discovered two portable AC unitsone stored in a closet and one in the living room not runningleaving the apartment hot upon arrival.

These portable units require an exhaust tube to vent through an open window, creating a security risk for a ground-floor unit. Someone could push open the window or remove the taped exhaust to gain entry, placing me and my 6-pound support animal at risk. 

I contacted and worked with the host through XXXX platform within XXXX minutes of my XX/XX/XXXX arrival ( well within the XXXX notification requirement ). I worked in good faith for several days with the host and handyman, as XXXX recommends, trying to resolve the issues. During this time, I attempted to run one portable AC unit in the living area and one in a bedroom, but the electrical circuits repeatedly tripped, which I feared could cause a fire.

This material defect appeared for several days up until my departure. Thus, during these days, the rental could not be air-conditioned as represented. In fact, I was to learn it would never be air-conditioned as expected or purchased.

The handyman ultimately confirmed that the propertys electrical setup meant the two bedrooms could never be cooled simultaneously. He also confirmed that he and the host knew this prior to my booking. This made the second bedroom permanently uninhabitablemeaning I paid for a two-bedroom but effectively got a one-bedroom with unreliable cooling. Again, the property would never be air-conditioned comfortably as represented. I could never have family and friends stay with me as planned.

When I asked the host, via speakerphone, upon arrival about the lack of dressers and closet shelving ( surprising for a long-term stay ), she replied in the presence of my guest that everything is just as in the photos. Because no portable AC units or wall units were pictured, this reinforced my belief that the property had central AC. Both XXXX and XXXX encourage guests to rely on listing photos and descriptions. Failure to disclose that the only cooling consisted of portable unitsand that they could never cool both bedrooms simultaneouslyis a material misrepresentation under XXXX own XXXX XXXX XXXX XXXX 

After repeated ( vacation for me ) days of trying to work with the host and her handyman ( as XXXX recommends ) I formally escalated to XXXX Customer Service on XX/XX/2025. XXXX first denied my refund by claiming I failed to notify them within XXXX hours. Their most recent response changed ( XX/XX/2025 ) to that the listing was accurate simply because it said air conditioning, regardless of adequacy or habitability. They also suggested XXXX XXXX climate makes AC unnecessaryan irrelevant and dismissive argument. XXXX check my documentation for XX/XX/2025 to see how hot it got in XXXX XXXX. 

I wanted and needed and purchased a place with air conditioning for my comfort, my guests comfort, to help eliminate allergens, and most importantly, to be able to sleep at night in comfort with my windows closed to feel safe from break-ins. 

A reasonable consumer would assume that air conditioned means the entire property can be kept cool and comfortablenot that they will be forced to rely on taped portable units, risk open-window security concerns, and deal with constant circuit failures. If XXXX expects consumers to interpret air conditioning broadly enough to include portable units, it is equally reasonable for consumers to interpret contacting the host through XXXX platform as contacting XXXX itself. XXXX can not use a broad interpretation for one situation and a narrow one for the other to deny consumer protection. ( This was their first reason all along for denying me my refund ; it changed the other day on XXXX XXXX ). 

I first called Amex for assistance on XX/XX/XXXX. I was advised to try to work things out with XXXX on my own first. I was having difficulties working with XXXX XXXX and XXXX Host so I called back to Amex who advised to try to get as much money back as I can from them and they would work behind me and to give it a couple weeks. I formally filed with Amex on XX/XX/2025. Once the chargeback appeared, XXXX stopped talking to me entirely ( see my XXXX XXXX notes attached ). 

I did not think Amex had my best interests as they seemed to cave in to XXXX without using critical thinking skills thus I had to escalate in an attempt for them to understand how XXXX was scamming them ( and me ) and to get someone from XXXX department to review to understand the merchant misrepresentations and safety hazards. 

I spoke with Amex reps by phone and online since I first called them. Have Amex send you copies of my ( several online ) chats with them too. online dates are documented ; maybe customer reps are too??? I will try to paste chat sample at end not sure if there is room. 

I paid {$11000.00} for a property that did not match the listing or provide basic habitability. I was forced to vacate early, incurred additional lodging expenses, and missed key family events, including my grandsons XXXX birthday. I am requesting a full refund and regulatory review of XXXX  consumer practices. 


Request for XXXX : I respectfully request that the CFPB review XXXX XXXX handling of my dispute, require a fair review of the evidence, and ensure cardholder protections are applied consistently and fairly. Amex should not adopt XXXX shifting rationales to deny valid chargebacks where the property was materially misrepresented and uninhabitable. 

XXXX XXXX XXXX XXXX XXXX -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- -- Sampling from online chat with Amex ( chat with XXXX Host is in a Word document hopefully attached ). there were several chats with Amex. 

Hi XXXX my name is XXXX. I'd be glad to help you today Hi XXXX, I recei ved this letter from Amex toay. I have submitted more than 10 Word doocuments to defend my case. THe most recent has a screen shot i took of the time teh XXXX XXXX called me back after my initial call to her upon arrival. Not sure what else i should provide. is someone looking at all my docs? IF so, can they recommend what else i should provide? i am pasting the letter here : Merchant Name : XXXX XXXX XXXX Transaction Amount : {$11000.00} Transaction Date : XX/XX/2025 Dear XXXX XXXX XXXX We've received your dispute for XXXX USD from XXXXXXXX XXXX XXXX. 



Please provide us the documented proof to strengthen your claim with the merchant and explanation why refund is due. We request you to provide us detailed letter and proofs for us to investigate this case further. In your detailed letter please be sure to include the reason for your dispute as well as the details regarding any good faith attempt to resolve this matter directly with the merchant. 



Here 's what you can expect : The amount of XXXX USD has been placed on hold and you will not be responsible for this while our investigation is in progress. Most cases are resolved in less than a month, but some complex cases can take up to XXXX weeks. We'll keep you updated as the case progresses, or once it is resolved. 



Here 's what you need to do : Log into your account and upload your documentation by XX/XX/2025. You can also fax it to us at XXXX, or mail it to American Express Credit Card Account, Customer Service Department XXXX XXXX XXXX XXXX XXXX, TX XXXX. If we don't receive your documentation by then, we'll close your dispute and restore the charge to your account. We're here to help : Have questions? Just log into your account online to chat with us, we're here for you 24/7.

Access " Your Disputes '' by visiting XXXX/ManageMyDisputes We're here to help : Have questions? Log in to your account online to chat with us - we're here for you 24/7. 
dispute XXXX I found the recent document you uploaded, its about clarification about their claim that you didn't notify them within 12 hour period I believe around 3 pages.

Rest assured the document will be reviewed and relayed as well to the merchant to have this looked into. 

Estimated Resolution XX/XX/2025 Ref. XXXX DId you see the most recent doc i submitted yesteday about the 12 hour window? 
if te investigators read my XXXX  chats with XXXXXXXX XXXX  and see screenshot of time she called me back they will see what we discussed because it is all in the Chat. everything is in the CHat i thought the XXXX XXXX was XXXX.... ( certainly not XXXX XXXX!!! ) XXXX  in the beginning i shared with XXXX photos of how the place was listed when i rented it back in XXXX. Should i share those photos? It is still listed the same EXCEPT ( as you will see in the XXXXXXXX XXXX ) the XXXX updated the listing for future guests to know under the word airconidtiong something like with 2 portable AC units. however, she does not meniton that a renter would NEVER be able to use the units in both bedrooms at the same time. They wouldnt even working in one bedroom and living room while i was there they kept breakng ciruits which scared me that there may be an electrical problem. that is also mentioned in my numerous documents and chat with XXXX host. I also reported them to city of XXXX XXXX as a renter because my 3rd party electrical contracto and the XXXX ' HOst agreed there was an electrical issue that needed inspection. they thought it could be a safety hazzard. 
Yes the photos would be very helpful as proof as well if you could possibly have that uploaded too. 

i will have to paste them to a Word document unless you have an email i can send to. i'm a little upset that i received this letter requesting additional information when i have documented sooo much in ALL the docs that are uploaded. I fell like Amex investigators are not reading thoroughly....

i will work on photos tonight tho and pray everything else i submitted is sufficinet, however, i am open for an investigator -- who i assume is working on behalf -- to let me know if i should belooking for something else. 
I can always note the account that you requested to have the documents reviewed thoroughly. 

Our document center does accept files in picture format. 

XXXX XXXX XXXX XXXX  Or you could still place it into the Word document i am on vaction XXXX XXXX or trying to be.... so only have my laptop and i'm not that savvy to know how to do anything but email the photos or paste the to a word doc Sorry if it has taken a lot of your vacation time. 

Rest assured we'll do our best to have this dispute re-evaluated based on the documents you've uploaded. 
YES please make sure they review ALL my docs. The answers are so clear ( I think ) in revieiwng them. even the fact that i notified the XXXX XXXX within XXXX hours is in the XXXX chats that XXXX has access too and saw. Even the fact that the XXXX XXXX misrpresented herself as a XXXX XXXX when XXXX told me this was the first ime she listed on this platforsm so it was another for of misrepresnetation I have added the dispute note regarding your request to have the documents thoroughly reviewed. 

We'll make sure to update you through e-mail once we get a response from the merchant about what you have provided. 
honestly, XXXX i dont feel that confident that the investigators are using critical thinking skills or reading through my information thoroughly. I hope you can relay this and ask for through review...... iw as totally misrepresented by XXXX and allmy documentaiton attests to that and thank XXXX it is docuemted in myXXXX XXXX and screenshot of phone call when i asked Host to call me when i arrived at the rental. 
in the past Amex just folded XXXX XXXX got back.... they will tell you it must be reported within 12 hours. IT WAS. Look at my most recent letter -- - they even advise to report issues to XXXX host, any reaseonable consumer would do that. anyway, be sure they read the most recent. i will find the photos where there were no pics r metnio of portable AC units XXXX is getting waway with FRAUD!!! 
i hope amex gets back with me after XXXX sends them their XXXX answer so i can help respond approriately. 
XXXX for your time today. I am counting on you brother! 
Yes I agree that its good everything was documented through XXXX XXXX, Appreciate you as well taking the time to chat with us to share what happened. 

We'll make sure to update you as soon as we can. 

Were there any other questions you may have for the time being? 

XXXX will proably just stick to their guns ... that is why i need the BEST Amex investigator on this to support ME. 
just note that i want to be kept abreast before any decision is amde..... i will keep escalating this. i am nto going to stop. this is just not right. 
and its a LOT o9f money. 
read through my case yourself and you will understand. 
Sure I'll make sure to take the time to read through the full case. 

I do hope for the best result now that you've provided additional input. 
i spent a lot of time documenting everything. the only other thing i cabuttal is good. 
n think of is to share the photos of how it was listed which i will do tonight. but i think the doc i submitted last night re 12-hour re ty i will let you go for now!!! have a great day/evening XXXX Hope you have a great day too! 
XXXXXXXX XXXX

Company response to consumer: Closed with explanation