Consumer complaint received 2024-07-02 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:
I received notice XX/XX/XXXX that American Express, despite all the documentation I have provided, decided to close my dispute in favor of a disreputable merchant. I have been a Platinum Amex customer for 27 years and always felt that Amex protected me as a consumer. But now I know my belief was wrong. 

I have reviewed the latter, dated XX/XX/XXXX, and it appears that the merchant keeps sending American Express the same documentation repeatedly. Nothing new. I have provided pictures and documentation that XXXX XXXX XXXX XXXX XXXX XXXX XXXXXXXX was allowed to measure the doors and informed us that our doors as installed had to be replaced. 

American Express was not fair in processing this dispute. 

American Express generally and the dispute center in XXXX illustrate youre your customer service that is in decline. 

I am having difficulty with the sections operating out of XXXX ; there is a communication problem there. They have decided the dispute in the merchants favor despite the independent documentation I have sent them. 

American Express keeps changing the reasons why the decided the dispute in favor of the Merchant. 

The first was that I never canceled the service and product with the merchant ( we provided the written notice twice ) Check your enclosures. 

The second was they indicated incorrectly that I canceled the dispute. ( this was because the representative in XXXX thought that the XXXX XXXX letter was from American Express. ) We paid half of the amount due on a XXXX XXXX card, sent them the same independent information, and they closed the dispute in our favor immediately ) The Third reason was that the merchant stated that we would not allow him to complete the installation and that the merchant did not promise custom measure doors. ( We have provided proof of that as well. ) Look at what was provided to you. The merchant states he was not allowed to install the hardware. Hardware was not the main issue. How can they install anything on a set of doors that were being replaced? 

The fourth reason for the dispute decision : I was told that the merchant was also an American Express customer and that they wanted to be fair. Since XXXX, I have always expected protection from purchases made using my card. This dispute should have been decided in our favor. You are allowing the merchant to send in the same documentation over and over again. We have provided an overwhelming amount of documentation that proves the reasons for our dispute. 

For all of these reasons, American Express should honor our request for the disputed amount. 

XX/XX/XXXX - Response to Amex Letter I want to thank American Express for taking the time to respond to your complaint. However, their letter reveals the very problem. Documentation for the dispute was provided numerous times, both with visual pictures, copies of communications, and an independent inspection report, which verified our complaint. 

Despite this, American Express continued to close the dispute in the merchants favor each time for a different reason. The merchant did a detailed measurement of the doors the very day after installation, and ( XXXX XXXX, XXXX ) communicated to us on that day that the doors, as manufactured, were too small and had to be replaced. However, American Express states new hardware and casing was to be installed, and measurements were to be taken to ensure that the doors were manufactured correctly. This goes directly to my complaint about poor communication, that American Express did not acknowledge the facts that were presented to them or simply did not understand. The solution to our problem was not the installation of new hardware ( XXXX XXXX XXXX. It was the total replacement of the XXXX 

In addition, to the deficiencies of the delivered product, there are major installation issues. The purchase of the doors was for the installation as new construction custom doors. What was done was a retro installation of standard-size doors jammed over the old frame. The old frame is still visible, and the door jam ( jammed over the old XXXX ) is almost XXXX inches high ( code is three-quarters of an inch maximum ), and the step down onto our patio is nine and a half inches ( code is not to exceed seven and a half inches ). This is a safety hazard for anyone going through the door. 

American Express acknowledges communication issues with their dispute department outsourced to XXXX. We listened to the available call recordings referenced in your correspondence and found that we did not handle the call on XXXX XXXX, professionally and we also found that on XXXX XXXX we did not process a call back request correctly. We apologize for your experience. We made sure to provide feedback to the appropriate leaders. I think it is commendable that appropriate leaders are notified, but I am being asked to pay {$15000.00} for a product that is not what I ordered and is not safe as installed in my home. 

Lastly, I have been an American Express cardholder for over XXXX years because I have always felt a level of protection when making purchases with my AMEX card . Their letter states : We are committed to making sure all customers are treated fairly. I was told this by one of the dispute representatives as well. I explained to them thaXXXX XXXX XXXX XXXX XXXX was getting cooperation from the door manufacturer XXXX instead of replacing the doors at my home. I sent this documentation to American Express. How is this treating me fairly? The installer, XXXX XXXX XXXX XXXX, is receiving a credit from both the manufacturer and American Express. Where is the protection afforded to American Express consumers? 

American Express makes this promise to cardholders making a purchase using their card. We promise to understand, respect and back our customers, and help them on their personal journeys. AMERICAN EXPRESS has not backed me or protected me at all. This dispute should be decided in our favor.

Company response to consumer: Closed with explanation