Consumer complaint received 2024-06-14 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: CA

Complaint narrative:
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COMPLAINT ID XXXX SUBMITTED ON XX/XX/XXXX PRODUCT Credit card XX/XX/XXXX TO : AMERICAN EXPRESS FROM : XXXX XXXX XXXX card member since XXXX ) RE : XX/XX/XXXX - DISPUTE XXXX Amex not supporting my Dispute Again. 
cc : CFPB XXXX XXXX XXXX XXXX XXXX, AMEX U.S. Consumer Services I received a call today from the Dispute Resolution Department asking for additional information about this dispute, indicating that the merchant XXXX XXXX XXXX XXXX now states that we did not allow them to complete the disputed installation. This has been a moving target ; last time, American Express noted that the merchant said we never canceled the installation, and we provided that information. Then, American Express called us and told us we canceled the dispute, which we didnt. Now, the merchant states we didnt allow him to complete the installation. In addition, this was not a custom installation. Please note the following. 

MERCHANT STATES WE WOULD NOT ALLOW HIM TO COMPLETE THE INSTALLATION This is not accurate. After XX/XX/XXXX, measurement/inspection of the doors and installation was done by XXXX XXXX XXXX XXXX XXXX who concluded that the doors were manufactured to be too small in their frames and would be replaced by the manufacturer. We also conveyed in writing and orally that the retrofit installation was totality jammed over our old door frames and was not what we ordered. 

The merchant would not allow a XXXX representative to come until the moldings and gaps of the old frame could be covered with cladding. We insisted that we did not want the retrofit installation covered up and wanted XXXX to inspect the doors first. The merchant refused, so we canceled the installation. At no time did we ever prevent the merchant from completing the installation. The installation was not what we ordered. The doors were purchased, paid for, and installed using American Express. The doors, as manufactured in their frames, are too small. ( inspection report and images supplied ), and the promise made by XXXX of a new construction installation rather than retrofit was misrepresented. 


We have had an independent inspection and contractor/installer inspections on this installation. Confirming that the doors are too small and the retrofit installation would have to be removed. 

Evaluation by XXXX  XXXX XXXX XXXX XXXX XXXX, XXXX - XXXX XXXX XXXX, XXXX XXXX, CA XXXX - ( XXXX ) XXXX XX/XX/XXXX Hi XXXX XXXX reviewed the doors and installation yesterday. 
There are multiple problems with the doors themselves and the installation. 
First of all, the door opening size required to fit your door existing door openings requires custom sizes. The doors they brought to install are not the correct size and are too small for your existing door openings. This may be because the doors were mis- measured or the contractor believed he could make them work. 
In order to use the new doors, we would have to reframe the existing door openings to fit the doors. That means removing stucco and re framing. 
XXXX also believes these new doors are the wrong type of door to use in this application. 
I dont think cost and look wise its worth modifying the openings to make the new doors work. Its best to get rid of them and start from scratch with a proper size door. 
Sorry for the bad news. Let me know how you would like to proceed. 
Evaluation by XXXX XXXX of XXXX XXXX XXXX XXXX - XX/XX/XXXX Good morning XXXX. 
WOW!!!! I am terribly sorry that you are going through this. 
I am extremely shocked by what I have seen. 
Best, XXXX XXXX, XXXX Phone : XXXX Cell : XXXX Fax : XXXX Email : XXXX Web : XXXX XXXX XXXX XXXX | XXXX XXXX, CA XXXX Concern # XXXX THE DOORS AS INSTALLED ARE NOT CUSTOM NO DRAFT OF SCOPE OF WORK SUBMITTED XXXX Contract States. 
Field Quality Manager to inspect wood floors at the time of remeasure and determine the best method for installation as the existing wood floors extend to the exterior of the home. Once this has been determined ( e.g., remove wood, cut wood back, etc ) and explained to the homeowner, XXXX XXXX will draft a scope of work addendum explaining the installation process and reveal. 

No addendum of the scope of work pertaining to the installation was ever discussed or submitted as part of the contract. We were told that the entire installation was to be a new construction requiring total removal of the original frame and existing wood floors as described in the XXXX contract and that new stucco work was to be done after the installation. XXXX just jammed the doors and frames over the existing ones. ( see images ) XXXX sold this as a Custom Door Installation and not a retrofit. What we got is a retrofit jammed over our existing door frames and sill. What is described below did not happen. 



As much of the material we use in our projects is custom-manufactured for the Owners site, we can not be held responsible for delays in manufacturing. 





XXXX XXXX XXXX XXXX  is getting cooperation from XXXX. 
This is prejudicial to me. XXXX is getting paid twice. 

Email from XXXX XX/XX/XXXX we aim to meet or exceed our customers expectations. Its obvious that what you received isnt what you thought you were ordering from XXXX XXXX XXXX XXXX XXXXXXXX is willing to work with XXXX XXXXXXXX XXXX XXXX to remove the units so you can install another manufacturers doors. However, you will need to work with XXXX XXXX XXXX XXXX for any refund requests related to this remedy. 
Regards, XXXX XXXX XXXX XXXX of Customer Experience | XXXX XXXX XXXX XXXX : XXXX direct : XXXXXXXX XXXX XXXX XXXX XXXX XXXX demanded payment on American Express ( XX/XX/XXXX ) BEFORE the doors were delivered, inspected, or installed. This is a violation of California law and their contract. 
a. SCHEDULE OF PROGRESS PAYMENTS from XXXX contract IT IS AGAINST THE LAW FOR A CONTRACTOR TO COLLECT PAYMENT FOR WORK NOT YET COMPLETED, OR FOR MATERIALS NOT YET DELIVERED. HOWEVER, A CONTRACTOR MAY REQUIRE A DOWN PAYMENT. 

Conclusion. 

I am shocked that American Express, to this date, still has not closed this dispute in my favor. I have been a Platinum Card holder since XXXX. I have always expected American Express to protect my interest as a consumer. The merchant has misrepresented the services offered and improperly jammed a retrofit installation over existing frames. The merchant attempted to cover this retrofit by covering the old frame with cladding. The doors provided by XXXX, are too small for their manufactured frames. I have provided numerous images showing the significant gaps in the doors ' center, sides, and tops. Many of these gaps are over one-half inch exposing outside air and light into our home. In addition, the door thresholds ( because they are installed over the existing old door thresholds ) are almost two inches high ( code is no higher than three-quarters of an inch ), causing a fall hazard. 


American Express has been sent over thirty images, letters, and documentation pertaining to this situation. My wife and I are in our seventies and are designated as having XXXX  XXXX by the State of California. If one of us, a family member, or a guest, trips through one of these retrofitted doors jammed over our old frames, who will be responsible for the damages incurred? 

I was told that XXXX XXXXXXXX XXXX XXXX is also an American Express customer. I dont think that it is relevant to this purchase. The doors are not custom ( see inspection report and images previously supplied ), and the promise made by XXXX of new construction rather than retrofit was misrepresentation ( there is no mention of retrofit in the installation contract ). We are asserting claims and defenses protected by federal law that can be used to dispute a credit card charge that was not paid. We need American Express to honor the dispute in our favor ( as XXXX XXXX did ) and close out this matter.

Company response to consumer: Closed with explanation