Consumer complaint received 2025-11-12 00:00:00
Product: Credit card — Store credit 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: SYNCHRONY FINANCIAL
State: NC

Complaint narrative:
We purchased flooring from XXXX XXXX and set up financing the day of purchase onto the XXXX XXXX, Synchrony Card. Our flooring was installed by Subcontractors that work directly through XXXX XXXX. They are hired by them. Our flooring was installed.They installed the LVP over existing hardwood flooring. During the time of installation the Subcontractors disconnected our refrigerator and the water line. At no time were we asked to disconnect anything for them. Our flooring install was complete and they left. That was in XXXX. In XXXX shortly after I called due to noticing the floor looking odd, it looked like it had shifted some and I asked if this was due to the weather change outside. They advised that most likely it was, due to when they install they have to leave some spacing to allow for that, but for me to just continue to watch it and if it did not improve we would go from there on next steps. The floor started getting much worse and you could feel it when you walked over it that it had begun to feel as though there was a wave in it infront of the refrigerator. I called on more than one occasion to report this to XXXX XXXX Customer Service. They said they would submit a ticket for it, that someone would need to move out the refrigerator to look and see what it looked like underneath the refrigerator. I advised them that I wasn't going to move the refrigerator due to fear of it tearing the flooring up and if it did, I did not want us to be held responsible for moving it because it caused more damage. This was all during Covid and they advised me that they would take care of everything if there was an issue. The Subcontractor could not come out right away due to Covid Pandemic going on at the time. XXXX advised me that we would have to pay someone random that would do it to come out and move the refrigerator and pay for that expense out of pocket. I advised them that we could not afford nor should be have to pay someone else to come out and do that when I had submitted it all to XXXX XXXX. He was sick the first appointment that was made and then they rescheduled him and he came out just before XXXX. He immediately got down on the floor and tested it. He said there is water damage. We had no idea how we could have water damage, but he apologized right away numerous times and said it was most likely from the water line. He was by himself and he said he couldn't move the refrigerator either. I immediately called a plumber to come out and do urgent services. XXXX advised that since they were requiring me to have a Plumber come out and inspect and do emergency services, that they would reimburse us for the Plumbing bill as long as the Plumber said it was due to something that the Subcontractors had done. They came out and did emergency services. When they got the refrigerator out there was a slow leak in the wall where the Plumbing had been cracked when the subs reconnected the water line to the ice maker. They said it was turned wrong to connect it and they turned it so tight that it snapped. So it was wet all in the wall behind the refrigerator and underneath the house there was water standing. It had ruined the insulation and boards under the house. I sent in the bill to XXXX to XXXX in XXXX as advised and I was told they would take care of everything time and time again. Long story shorter. They advised me to file it on my Homeowners Insurance. I was very upset at this time as I had been lied to because they said that they would reimburse for Plumbing which they never have. They said they would reimburse our deductible on our Homeowners Policy. They reimbursed for nothing. As soon as we found out from the Plumber and they cut off everything that day and changed out the pipes to stop the leak. We contacted XXXX XXXX emergency services and they came out and cut out the LVP that was wet and damaged. They set up dehumidifiers and fans to try to start the drying out process. I was in contact with XXXX the whole time constantly. I have my calls with them documented. Our Adjuster came out to access the damages and the Restoration Company accessed it all and not only was the flooring in the Kitchen ruined, but the flooring in the rest of the house where they installed, started to get the wave pattern. They didn't even use the correct water safe materials in the bathroom. The Adjuster said it was one of the worst flooring jobs he had seen and the Restoration Company had 2 Building Contracters come out and they said the same. They said whoever installed the flooring did not install it correctly to allow for movement and that was why it was getting a wave pattern in it. I called and advised XXXX of all this. Our Adjuster was given permission to talk to XXXX XXXX. I had left authorization via email and voice mail. They refused to call him back after numerous attempts. There was so much damage to our home and we had to live in a construction zone. The claim ended up not getting totally closed out until XX/XX/year>. Due to Covid and contractor delays and getting materials needed. I advised XXXX that we should not have to pay the {$7200.00} for flooring that had to be ripped up and put in a dumpster in our yard, due to negligence on the part of the Subcontractors and the installation was faulty. We went back and forth and they refused to help us. We had to eat out because we did not have access to our Kitchen. Our homeowners paid for some but not all of that. We have never been so disappointed with Synchrony Bank and XXXX  because I contacted on 3 separate occasions Synchrony Bank and each person I spoke with said they could empathize with me and we just needed to file a dispute, since XXXX  would not help us. We have filed a total of 3 disputes and each time they have been denied and only due to the fact that XXXX says that the flooring was installed, so since it was installed we received the goods and services. But I have looked into it and even contacted several lawyers and they said we should be protected due to the fact that the installion was faulty and poorly done and also due to the negligence and error they made with the water line, that is the cause of the leak. We should not be held liable to continue to pay for the flooring with Synchrony Bank when our Homeowners Insurance ended up having to replace all the flooring because our flooring has no break in it throughout the home.So all of it had to be replaced also due to it warping. They did try filing a claim with the Subcontractors but XXXX refuses to do anything for us and they tell us we have to deal with the Subcontractors Insurance and our Insurance. The claim has been completed and closed and ended up costing just under {$70000.00}. Cabinets had to be replaced in the Kitchen, we had to have furniture and contents stored. We had to deal with this nightmare. If you go online and read so many people have had the same complaints with XXXX XXXX and they won't do anything once they get your sale. But it is legally unfair trade practices for Synchrony Bank to not approve our disputes because I have sent in photos of damages and also the report with the charges from XXXX XXXX. It is not right for XXXX or Synchrony to be able to work together and only due to the fact that Synchrony has the credit card with XXXX for it to be denied. Each time I filed the disputes the representatives said we definitely should be able to get it approved. XXXX sends Synchrony what they want to and I have also filed a complaint here in the past on XXXX XXXX and was told the same thing. No company should be able to charge people like this. Our Insurance company can not reimburse us for what we have paid for the flooring that has to be done from XXXX XXXX or Synchrony Bank.I uploaded as many pics and documents as I could. I can't send everything it won't allow me to.

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