Consumer complaint received 2024-12-28 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: BANK OF AMERICA, NATIONAL ASSOCIATION
State: AZ

Complaint narrative:
I booked an apartment for rent on XX/XX/XXXX for my vacation in XXXX, XXXX from XX/XX/XXXX through XX/XX/XXXX and paid a total of {$3000.00}. From the beginning of my rental experience, I encountered issues. I did not receive the code access to a lockbox that the property management company was supposed to give me prior to my arrival. I contacted the company who stated that they were not in the office but would send me the code upon returning. I was forced to take my luggage and get a coffee at a local caf. The lockbox was extremely difficult to access, but with the help of my sister we were able to open it and access the keys. 

I arrived in the apartment to find that it did not seem very clean. Upon closer inspection of the bed I discovered that the bedding was musty and stained. I immediately contacted the property management team in writing to inform them. I also informed the online booking company of my discovery. I stripped the bed and made makeshift bedding and pillows out of my clothes and packing cubes. After the bedding was stripped, I noticed stains on the mattress and the fabric of the bed frame as well as the fabric headboard. I was concerned about bed bugs, but after thorough examination it did not appear to have any evidence of bed bugs. I was exhausted after the long flight but took the time to clean and disinfect the bathroom and surfaces. I traveled with disinfectant spray, antibacterial wipes, and XXXX wipes as well as spray for possible bedbugs and mites. Two days later the property management company sent all new bedding minus one flat sheet. I thanked them for their attention to the issue. I was able to sleep more comfortably but had been bitten by something each night I slept. Once again, I informed the property management company. 

The apartment listing stated that they were committed to cleanliness and disinfectant measures to combat XXXX and provide reassurance to renters. They also claimed that there was a washing machine in the apartment and a fireplace on the outside. The washing machine was a shared machine in a separate room outside of the apartment and the fireplace on the outside was a view of a chimney on a building. Regarding safety measures, the apartment listing stated that there was a smoke alarm in the apartment. After a few days of being in the apartment, I spent over two hours cleaning the apartment and rewashing the dishes in the cabinet and drawers as every dish and piece of silverware I took out was dirty. While cleaning, I opened a drawer of a credenza to find a disassembled smoke alarm with no battery. Of course, I informed the property management team and the booking site of the issues I encountered. 

While cleaning, I lifted a large rug to find stains on it as well as a large area of the wood floor that had water damage. The floor and the rug had mold on them. Once again, I contacted the property management team and the booking site to inform them of the issue. It was obvious that there was a longstanding water damage issue, and they conveniently covered it with a rug. I informed them that I have XXXX and mold spores were the last thing I should be breathing in and asked what they planned to do about it. As with most responses I received, they stated that they would notify their manager and see what they could do to compensate me for all the issues I continued to encounter. One of the property management team members stated that they would speak to the manager to see if they could move me to a different property or provide monetary support as compensation. 

As time went on, I received no response from the property management team other than that they were awaiting a response from the manager. Meanwhile, I continued being bitten by some type of insect each night. I discovered that the dozens of small fly-like insects were drain mites. I poured white vinegar down the drain followed by boiling water and then kept a small trash can over the drain to minimize the number of drain mites coming out of the drain. I was given insect repellent by my sister and started applying it to my face and chest to minimize insect bites. 

The property management team finally sent the flat sheet I was missing only to discover small brown stains on it the next morning. I used my magnifying light on my phone to see what it was and discovered that they were bugs. At this point, I was completely frustrated and exhausted with the issues encountered and the lack of attention to my continued plight. After discovering the bugs on the sheet, I began checking my clothes only to find the same type of bugs in my clothes ( beret, socks, and cashmere sweaters ). I was mortified and disgusted. I collected all wool, cashmere, and silk garments and took them to the dry cleaners. Once again, I informed the property management team and the booking site of the issues. I also began fervently looking for a hotel knowing very well that I was not being supported by either the property management team or the booking site in which I reserved and paid for the apartment. They were giving me mouth service about compensation but doing nothing to rectify the situation. 

I tried my best to work through all the issues given that I am XXXX. It is not easy for me to get around or to attend to a myriad of issues as I have chronic pain that limits my ability to complete activities of daily living. I have traveled the world personally and professionally and lived in XXXX for almost XXXX years and this was by far the worst travel experience of my life ; an absolute nightmare. I finally found a hotel and moved out of the apartment on XX/XX/XXXX. I informed the property management team and the booking site that I returned the keys to the lockbox and left and that I expected to hear back about them reimbursing me for my stay. To this day, I have heard nothing. They should be held responsible for what I experienced and should not be able to rent that apartment to others before fixing all the issues. Nobody deserves to have their vacation ruined by these companies who are quick to take your money, but do not stand behind their claims and have XXXX commitment to customer satisfaction. 

Please note that I contacted my credit card company to ask them to reverse the charge for my stay, but they denied it.

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 monetary relief