Consumer complaint received 2025-11-13 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: CAPITAL ONE FINANCIAL CORPORATION
State: FL

Complaint narrative:
On XX/XX/year>, I contacted XXXX XXXX through XXXX XXXX regarding installation of a 40 x 16 driveway and a 20 x 5 walkway ( total 740 sf of pavers ), plus an 80 x 4 concrete sidewalk ( 320 sf ). His initial quote was {$9200.00}, which I declined. The following day, he offered to complete the entire project for {$6400.00}, including excavation, crushed concrete base, leveling, compacting, materials, labor, and cleanup. XXXX XXXX sent me an invoice for signature, but it listed only 800 sf of pavers and did not include the concrete portion. He repeatedly confirmed via XXXX XXXX that the concrete was included. Relying on those representations, I signed the invoice on my phone electronically. On XX/XX/year>, XXXX and his daughter visited the property, verified all measurements, and raised no objections. However, he then demanded an additional {$800.00} for excavation, even though the original price included it. On XX/XX/year>, he requested a 50 % deposit of {$3600.00}, which I paid with my Capital One card. The following events then occurred : XX/XX/XXXX : Two installers arrived and placed rebar but left due to rain. XX/XX/XXXX : XXXX informed me that the {$800.00} originally intended for equipment would be used to pay laborers instead. XX/XX/XXXX : He re-measured the same area and falsely claimed that an additional 20 feet of pavers should be added, raising the price again. He then refused to proceed with the original agreement unless I paid more money. No materials were delivered, no excavation occurred, and no actual construction was performed. Due to his repeated misrepresentations and refusal to honor the agreed terms, I cancelled the project on XX/XX/year>, and he accepted the cancellation. However, he unlawfully retained {$1800.00} ( 25 % of the total price ) from my deposit, despite performing no work at all. I have never signed any written contract authorizing him to keep any portion of my deposit. He has failed to produce any document showing such authorization, despite multiple requests. Efforts to Resolve and Dispute History I submitted my cancellation documentation to Capital One three times, both to your department and directly to the merchant. Despite this, my claim was closed without a valid explanation. I am again requesting a full review and refund, as the merchant provided no goods or services in exchange for my {$3600.00} payment. I have since hired another licensed contractor who completed the entire project for {$6000.00}, confirming that the original quoted price and conduct by XXXX XXXX were unreasonable and deceptive. Requested Resolution I respectfully request that Capital One re-open this case and issue a full refund of {$3600.00}, as the merchant : Performed no work whatsoever ; Delivered no materials ; Changed the price and scope multiple times ; Accepted cancellation but unlawfully retained part of my payment ; and Has no signed contract authorizing him to keep my deposit. XXXX XXXX intentionally and fraudulently altered the terms of our original agreement in an attempt to increase the total contract price, demonstrating deceptive and dishonest business practices. Although he made it appear that the project had begun, he repeatedly changed the agreed terms in order to pressure me into accepting new conditions. As a result, the original agreement became invalid and could not proceed due to his actions, not mine. Therefore, if any contractual obligation is deemed to exist, the breach and resulting damages are entirely his responsibility, as he failed to perform the work, deliver materials, or commence the project for more than five months. Another licensed contractor has since completed my paver project for {$6000.00}, including both labor and materials. 

I have attached copies of : The updated invoice from XXXX XXXX due to the original invoice has been altered ; Payment receipt ; My written cancellation notice to Capital One three times. screenshot of the XXXX conversation confirming the agreement and cancellation ;

Company response to consumer: Closed with explanation