Disputing a credit card charge

[NJHalo]

I am disputing a charge on my credit card for a large amount. ($4k) We purchased a granite countertop from Floor&Decor, and after a painfully slow and disorganized installation process, we have noticed a dull spot. Daily phone calls over a three week period to Floor&Decor have gone without a return call. It is always the same stock excuse of "on another call" or "in a meeting". Since we have received NO cooperation from F&D, we decided to dispute the entire amount.

So a week after filing a dispute with Wells Fargo, they (WF) have issued me a provisional credit for the full amount. If after 30 days, they still haven't gotten this resolved, the credit becomes permanent. What is everyone's experience with disputing credit card charges? The two other times I have done it were for much smaller amounts, and were resolved within days.

Fingers crossed that since Floor & Décor used two different subs (granite wholesaler, and an installation company) that this gets lost in the shuffle and we keep the credit, and the countertop, and just pay a maintenance company to polish and reseal.

[Blarg]

That would be credit card fraud if you kept the money. The dispute process would only be legal if Floor & Decor had never provided any goods or services. Your dispute is in the quality of workmanship or product which is a whole different process for resolution. Your "dull spot" should have been notated on the final release work order as a incomplete  or unsatisfactory. That is on you if you didn't notice the finish work before releasing the crew. 

You need to have a face to face meeting with whomever you signed the work contract with otherwise they have the right to (read the fine print) put a lien on your residence to insure payment. 

[Catwhoshatinthehat]

Yeah I'm not an expert on this but I'd side with Blarg on this one.  The only charges I've ever disputed were either fraud (I got charged for something I didn't buy) or they charged me the wrong amount and I disputed it.  If I pay for a take out meal and get home to find out it's not cooked all the way or just flat out terrible I need to take it up with the vendor not the CC company.

[Lou]

I disagree.

You can absolutely file a claim against the merchant. First, you need to make a good-faith effort to resolve it with F&D, which you have done. Keep records of all calls, correspondence, pictures, contracts, etc. Note time of calls, who you spoke with, what they said, etc. (always ask when you will hear back from someone and make note of it). 

If you get nowhere, which is the case, you did the right thing in filing a claim. Be ready to provide all the gathered info. Also, and this is important, let them know what you want from them, eg to fix their work, partial refund, etc. 

if all else fails, you can file a complaint with the CA Dept of Consumer Affairs or Small Claims Court. 

 

Edited April 30, 2018 by Lou

[NJHalo]

1 hour ago, Blarg said:

That would be credit card fraud if you kept the money. The dispute process would only be legal if Floor & Decor had never provided any goods or services. Your dispute is in the quality of workmanship or product which is a whole different process for resolution. Your "dull spot" should have been notated on the final release work order as a incomplete  or unsatisfactory. That is on you if you didn't notice the finish work before releasing the crew. 

You need to have a face to face meeting with whomever you signed the work contract with otherwise they have the right to (read the fine print) put a lien on your residence to insure payment. 

After 3 weeks of not getting a return call, I highly doubt there will be a face to face any time soon. My dispute is for the quality of the finished product. I tried to resolve it with the vendor. THEY decided not to call back and stand by their product. I took the next step and took it up with my credit card company (Wells Fargo). THEY decided to give me the credit for the full amount after I explained the situation to them. I am sure Wells Fargo has been down this road many, many times and knows what I am, and what I am not entitled to.

[Catwhoshatinthehat]

If I spent $4K and was unhappy with the work I'd be stopping by in person.  If that isn't an option for you then I don't blame you for the route you're going but you're hoping someone drops the ball so you come out ahead financially.  Don't get me wrong if someone tries to legitimately screw you they deserve it but it could be a salesperson doing this who just wanted the sale and not the other people involved who delivered the materials, installed it and so on.  I sure wouldn't want to get screwed on any purchase I make but I guess I'm wired differently because I wouldn't be thinking about it the same way.  To each their own.  

[Blarg]

47 minutes ago, Lou said:

I disagree.

You can absolutely file a claim against the merchant. First, you need to make a good-faith effort to resolve it with F&D, which you have done. Keep records of all calls, correspondence, pictures, contracts, etc. Note time of calls, who you spoke with, what they said, etc. (always ask when you will hear back from someone and make note of it). 

If you get nowhere, which is the case, you did the right thing in filing a claim. Be ready to provide all the gathered info. Also, and this is important, let them know what you want from them, eg to fix their work, partial refund, etc. 

if all else fails, you can file a complaint with the CA Dept of Consumer Affairs or Small Claims Court. 

 

You were on a roll until the last paragraph, he lives in Jersey.

You file a complaint with the Gambrizo family. Luca Barzano and his cousin Vinny will give these guys a visit and you will get your counter fixed and bathroom remodeled for free. You may have to supply an alibi in the future for one of "the family" but it's well worth it.

[Lou]

14 minutes ago, Blarg said:

You were on a roll until the last paragraph, he lives in Jersey.

You file a complaint with the Gambrizo family. Luca Barzano and his cousin Vinny will give these guys a visit and you will get your counter fixed and bathroom remodeled for free. You may have to supply an alibi in the future for one of "the family" but it's well worth it.

Incorrect.

This isn't a Waste Management issue.

[NJHalo]

1 hour ago, Catwhoshatinthehat said:

If I spent $4K and was unhappy with the work I'd be stopping by in person.  If that isn't an option for you then I don't blame you for the route you're going but you're hoping someone drops the ball so you come out ahead financially.  Don't get me wrong if someone tries to legitimately screw you they deserve it but it could be a salesperson doing this who just wanted the sale and not the other people involved who delivered the materials, installed it and so on.  I sure wouldn't want to get screwed on any purchase I make but I guess I'm wired differently because I wouldn't be thinking about it the same way.  To each their own.  

I understand your point, however, right now I am the one getting screwed. F&D took my money, paid their wholesaler for the slab, and paid their installers to put it in. I did not choose these subcontractors, F&D did. If the chargeback goes through, it will come out of F&D’s merchant account, not the subs. I have tried to follow their process to rectify this, and if their subcontractors refuse to follow up and stand behind their work, then shame on F&D for being in bed with them.

I would have brought it to their attention when they were installing it, but as you know, things look different in the natural light vs at night when an overhead light is on it.

[Brandon]

speaking of which, i deal with this shit a couple times a month trying to clean up people's credit. this will come in handy for you all. hope you never have to dispute or have items removed, but this is solid and works. no need to pay credit repair companies thousands when you can do it yourself:

[Blarg]

46 minutes ago, calscuf said:

You should talk to a lawyer.

I don't think this is Phil's specialty.

[wopphil]

I actually do have experience in this area. Back in college, I bought the girls gone wild DVD (this was before the days of internet porn). About a month later, I got the gold DVD in the mail. Although much better than the original video, I didn't want to pay for it.

So I called my bank and disputed the charge. Although I didn't enjoy explaining my purchase history and admitting to the original purchase, I got my $14.95 back and got to keep the gold DVD.

[Kevin]

We thank you Phil for your courage and being a pioneer for the right to free porn.

[mrwicked]

21 hours ago, wopphil said:

I actually do have experience in this area. Back in college, I bought the girls gone wild DVD (this was before the days of internet porn). About a month later, I got the gold DVD in the mail. Although much better than the original video, I didn't want to pay for it.

So I called my bank and disputed the charge. Although I didn't enjoy explaining my purchase history and admitting to the original purchase, I got my $14.95 back and got to keep the gold DVD.

chick friend of mine from HS later worked for them, her job was to get girls comfortable and plastered and consent to getting filmed. shady.

but their "best breasts ever" dvd, with the chick in the turquoise blue halter top, legendary. 

[wopphil]

On 5/1/2018 at 6:39 PM, mrwicked said:

chick friend of mine from HS later worked for them, her job was to get girls comfortable and plastered and consent to getting filmed. shady.

but their "best breasts ever" dvd, with the chick in the turquoise blue halter top, legendary. 

The gold DVD was great. You didn't know you were signing up to get it at the time of the original purchase. Then about 35 days later, it magically arrived in the mail. Like God put it there. But then you get the bill in the mail, and you realize you have been duped.

[Brandon]

like some columbia house music shit of get 12 cd's for one cent? we all got that shit in the mail back in the day. then they send you a bill for a couple cd's at like $15 or $20 a pop?

[Lou]

1 hour ago, Brandon said:

like some columbia house music shit of get 12 cd's for one cent? we all got that shit in the mail back in the day. then they send you a bill for a couple cd's at like $15 or $20 a pop?

which never got paid, and for good reason

my dog didn't have a bank account

[Tank]

i miss those columbia house offers.

[mrwicked]

I love those late-night infomercials where it's like "top sounds from the 50s", with two washed out aged c-level musicians and a retired radio host, talking about the 200 CDs covering 85,000 of the best tracks you are about to enjoy.

[nate]

On 4/30/2018 at 6:06 PM, Brandon said:

speaking of which, i deal with this shit a couple times a month trying to clean up people's credit. this will come in handy for you all. hope you never have to dispute or have items removed, but this is solid and works. no need to pay credit repair companies thousands when you can do it yourself:

This works.

When we applied for a mortgage they for some reason ran our credit five times and each one showed up as a hard inquiry.  I called the lender and they just said to call the credit bureaus.  They fixed it in less than a week. 

[Brandon]

42 minutes ago, nate said:

This works.

When we applied for a mortgage they for some reason ran our credit five times and each one showed up as a hard inquiry.  I called the lender and they just said to call the credit bureaus.  They fixed it in less than a week. 

what year was this?

they changed the credit laws as part of dodd-frank mortgage regulation overhauls and encourage shopping ("know be fore you owe" is the slogan) and you have a 30 day window to run your credit as many times as you want, as long as it is a mortgage inquiry, and the hard pull/ hit only hits you once. it may still show on your credit report as inquires, but doesn't have the point deduction that normally comes along. also, if you don't have any inquiries in the last 120 days the hit is harmless. people that are running their credit around town (namely revolving or consumer debt) are the ones that need to worry about credit dings for simple pulls.

[nate]

32 minutes ago, Brandon said:

what year was this?

they changed the credit laws as part of dodd-frank mortgage regulation overhauls and encourage shopping ("know be fore you owe" is the slogan) and you have a 30 day window to run your credit as many times as you want, as long as it is a mortgage inquiry, and the hard pull/ hit only hits you once. it may still show on your credit report as inquires, but doesn't have the point deduction that normally comes along. also, if you don't have any inquiries in the last 120 days the hit is harmless. people that are running their credit around town (namely revolving or consumer debt) are the ones that need to worry about credit dings for simple pulls.

It was a couple months ago.  My score dipped a few points as a result from the first inquiry to the 5th.  Maybe it would have fallen off but the bureaus just removed it after my request.  All 5 inquiries showed up as Kohler Credit Union. 

[Brandon]

17 minutes ago, nate said:

It was a couple months ago.  My score dipped a few points as a result from the first inquiry to the 5th.  Maybe it would have fallen off but the bureaus just removed it after my request.  All 5 inquiries showed up as Kohler Credit Union. 

it could have been utilization and not from the pulls, you know because it would have been a larger hit.

but yeah, that document is the holy grail and i wish all people had that and to arm themselves. doing this 18 years i see all sorts of bullshit or things on credit people had no clue of and this resolves the issues usually in 72 hours. i even used it myself where i had my double hernia surgery and was making payments because it was free money and some how my account ended up in collections. i call them up, pay it in full, get the deletion letter (this is the most important part, people pay off collections but don't do this and it stays on credit as a paid close, but still shows up in the derogatory section), use the steps on that document and have it removed in three days.

and for fucks sake, punch your loan officer in the face for running credit more than once. they obviously fucked up on something and more importantly, we are legally required to ask for permission on every single credit pull.

 

[nate]

Yea, maybe that was it, I just saw it when I pulled my report and thought, WTF?  Mel equally had 5 hits from them.  Maybe it was a computer issue, I dunno.

[Brandon]

1 minute ago, nate said:

Yea, maybe that was it, I just saw it when I pulled my report and thought, WTF?  Mel equally had 5 hits from them.  Maybe it was a computer issue, I dunno.

almost every single time they input the social or date of birth wrong. some times credit needs to be re-pulled to match the application date, but what's throwing me off is that they were all the same day or time which leads me to believe the error i mentioned initially. i know in the car world dealerships will shop lenders and that makes sense, but credit unions back their own paper or only need one credit report to rate shop if they were doing that through wholesale or retail channels.