Consumer complaint received 2025-08-07 00:00:00
Product: Credit reporting or other personal consumer reports — Credit reporting
Issue: Problem with a company's investigation into an existing problem — Problem with personal statement of dispute
Company: Experian Information Solutions Inc.
State: SC

Complaint narrative:
My original purchase was a XXXX XXXX. I Ordered it on XX/XX/XXXX. My XXXX XXXX Credit Card balance prior to this purchase was XXXX dollars. The original purchase amount was {$1100.00}. A {$100.00} payment was made in XXXX An additional payment of {$120.00} was made in XXXX ( see attached bank statements ). The XXXX XXXX  was installed on XX/XX/XXXX. As part of the installation process, some of the kitchen flooring had to be removed to uninstall the existing dishwasher and install the XXXX XXXX  ( this was due to our having updated the kitchen flooring ). On XX/XX/XXXX, I notified XXXX XXXX I was not satisfied with the XXXX XXXX  and XXXX XXXX agreed to let me order a XXXX XXXX  dishwasher as a replacement for the XXXX. On XXXX XXXX, XXXX XXXX was supposed to install the XXXX XXXX dishwasher I had ordered as a replacement for the XXXX dishwasher. The day that the dishwasher was supposed to be installed ( XXXX XX/XX/XXXX ), I called XXXX XXXX XXXX times and I was assured that my dishwasher was on the truck and would be installed as scheduled. The installer never showed up. I had taken up flooring and removed the XXXX dishwasher in preparation for the install of my new XXXX XXXX dishwasher. My kitchen was completely torn up and unusable. At XXXX PM on XX/XX/XXXX, I went to the XXXX XXXX store in XXXX Georgia and I made a in store purchase of a XXXX XXXX The sales price, including sales tax was {$800.00}. Since it was almost XXXX PM when I got home, I decided to wait until the next morning to installed the XXXX XXXX XXXX. When I pulled the XXXX XXXX XXXX out of my XXXX  to install it, the box was wet. I figured it had been used and/or returned. At this point, I took the the XXXX XXXX XXXX back to the XXXX XXXX store in XXXX. I informed them that I was very upset because I knew that they had sold me a dishwasher that had obviously been used and/or returned! There were no other XXXX XXXX XXXX  of that model or comparable in stock at that store. They offered me an additional discount. I informed them that since my kitchen was totally unusable because of the preparations I had made for the scheduled installation, I was going take the XXXX XXXX XXXX  back home and install it. I also informed the XXXX XXXX XXXX that I was dealing with that if there were not any problems with the Kitchen Aid dishwasher when I installed it, I would keep the Kitchen Aid dishwasher and accept their offer for an additional discount. However, I also told them that if there was a problem with the XXXX XXXX XXXX, I was going to purchase a dishwasher from somewhere else and once the my new one was installed, I would notify XXXX XXXX to schedule a pick-up for the XXXX The XXXX I was dealing with agreed! 

Unfortunately, the XXXX XXXX did have a problem ( I am sure this must of been the reason it was returned ). In less than XXXX weeks time, I had purchased and installed a XXXX XXXX that cost me over {$1200.00}. XXXX XXXX had agreed to pick-up and return the XXXX XXXX for a full refund. I immediately called XXXX XXXX and XXXX a pick up for the XXXX XXXX dishwasher. Unfortunately, they did not show up for the first scheduled pick up. I called XXXX XXXX XXXX additional times and scheduled a pickup for the XXXX XXXX dishwasher. XXXX XXXX failed to show up for both scheduled pickups! Each scheduled pickup, I literally waited all day for XXXX XXXX to pick up the dishwasher! I contacted XXXX XXXX Customer Service and attempted to reschedule a fourth pick-up. They informed me that the system was locked out and that they could not reschedule another pick-up. At this point, between the time I spent all day waiting for an installation that was scheduled but never occurred, XXXX scheduled pickups that never happened, XXXX different XXXX mile round trips to the XXXX XXXX and the time I spent in the store in XXXX, the hours I spent on the phone and in writing letters and filing disputes, I had more than XXXX hours of my time invested in trying to resolve this dispute. Additionally, the XXXX XXXX dishwasher was taking up valuable space in my garage. I informed the best customer service representative that this was XXXX XXXX  last opportunity to schedule a pick-up within a 30 day period before I would dispose of the dishwasher. XXXX XXXX failed to reschedule the pick-up. After an additional 30 day period, I donated the XXXX XXXX XXXX. 

The XXXX dishwasher was returned and the purchase amount was deducted from my account balance. With the XXXX having been returned, and with the in store purchase of {$800.00}, the balance on my account, less the {$220.00} I had already paid, should have been {$580.00}. To my dismay, in XXXX, I received a bill from XXXX XXXX for the full amount of the in store purchase ( {$800.00} )! I immediately filed a dispute with XXXX XXXX explaining what had transpired and disputing the entire amount of the account balance. On XX/XX/XXXX, I received a letter from XXXX XXXX stating that they had credited my account for {$890.00} and any amount placed in dispute had been removed. ( See attached ) On XX/XX/XXXX, I received an email from XXXX XXXX congratulating me for paying off my financing plan. ( See attached ) I actually expected to see a {$220.00} credit to my XXXX XXXX account. Instead, in XXXX, XXXX, XXXX XXXX added the full amount of the in store purchase to my credit card account and sent me a bill. I called XXXX XXXX customer service to attempt to resolve this issue. They told me I would have to work with XXXX XXXX  to resolve the issue. I sent a letter to XXXX XXXX  explaining what had happened and what been agreed to. In a letter dated XX/XX/XXXX, XXXX XXXX  informed me that XXXX XXXX would not agree to XXXX out my account unless I returned the Kitchen Aid Dishwasher. XXXX XXXX  stated In their response to my dispute that they were going to give me a {$180.00} costumer compensation. ( See attached ) XXXX XXXX was aware that I had donated the dishwasher. XXXX XXXX was also aware of the letter the sent me a letter in XX/XX/XXXX stating any amount in dispute had been removed from my account. XXXX XXXX was also aware that on XXXX XX/XX/XXXX they sent me a email confirming that my account had been paid off and had a XXXX balance. XXXX XXXX also knew that I could not return a dishwasher I had donated. With the payments I had made and the credit I was supposed to receive, the account balance should have been {$400.00}. In XXXX of XXXX, XXXX XXXX reported a {$740.00} charge off to the credit bureaus. This, along with the other late payments that were reported, decreased, and has kept my credit score decreased, by over XXXX points! 

In summary, The amount that they charged off did not reflect the {$220.00} payments I had already made nor {$180.00} credit promised by XXXX XXXX. There is a legal notification on every XXXX XXXX Credit Card billing statement that reads that you may not be required to pay the balance if you are dissatisfied with the goods and services you purchased with your credit card and have tried to good faith to correct the problem with the merchant ( I believe this statement is required as part of the fair credit reporting act requirement ). At this point, I have spent over XXXX additional hours writing letters and filing disputes to get this issue resolved! I have met this criteria. XXXX XXXX clearly did not adhere to their product and customer satisfaction pledge. I believe that XXXX XXXX intentionally misrepresented what they would do, and intentionally made the process to return a product, to understand their billing process, or resolve any dispute, extremely difficult. You can not even call the XXXX XXXX store directly ; all calls are automatically routed to a customer service call center. This adds to the difficulty and time required to attempt to conduct any business! 

I am sure that under the Fair Credit Reporting Act that I meet the criteria for the negative and incorrect information reported by XXXX XXXX  and XXXX XXXX to be removed from my credit report! I am asking that all the negative information report By XXXX XXXX XXXX  be immediately removed from my credit report! 

I thank you in advance for your help in helping me correct these errors. 

XXXX XXXX XXXX XXXX XXXX  XXXX XXXX XXXX, SC XXXX Cell Phone Number XXXX Email : XXXX Last XXXX of XXXX

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