My girlfriend hired movers back in January through a van rental website. That website farms the contract out to a third party company.
Well, it was a disaster. The guy on the phone sent two dudes to move in one state, it was not bad, but he tried to rip them off (when she tried to tip them, the guy told his movers that was their pay...stealing tips!). When we got to the new location, it was severely worse. Yes, he also stole their tips (simply told them he wasn't paying them himself and we were paying them in cash), and demanded to speak to "her boyfriend" when she was complaining over the phone, but it was only just beginning.
The two guys who showed up apparently answered some internet ad. They were skinny, scrawny dudes who complained their hands went numb and were physically not capable of moving anything. So my gf and I had to move all the heavy furniture ourselves.
To make matters, worse, the guy on the phone charged more than we agreed on. The invoice online, for the second half of the move, was for $240. He inexplicably then charged the card two additional times for $100 and $100. We called him to complain, he basically just started babbling about how they spent 3 hours (total lie, were only there for one hour, we timed it) and how there were three movers (also a lie, only two).
We then complained to the online company. They agreed we were being ripped off but couldn't refund us money since we didn't pay them. They contacted the actual mover and told him to refund the money...he still refused. So, they kicked him off their platform.
But still, no resolution. So we initiated a chargeback through Chase. Chase apparently has no way to dispute over the phone. Have to do it online via email. So we sent them all our correspondence which shows the agreed upon price.
The merchant gave chase a faked invoice which was total fiction, we had never seen it before. To make it worse, Chase didn't know how to dispute the charge. Ultimately, we were willing to pay what we agreed on just to make this go away, but the extra $200 we wanted removed.
Chase somehow categorized it as "duplicate charges" instead of "overcharging" and found the charges were valid, astonishingly. So we appealed again. Spoke on the phone with one, then two, then three levels of management. Told they have no power whatsoever to do a dispute over the phone and we have to do it via email.
It's now been six months...and they just sent a letter saying that our "duplicate charges" are valid again. It's not a duplication issue, it's an overcharging issue!
What else can we do? My gf is calling Chase again today, expecting to be on the phone for hours telling her story again and again, forwarding the full email chain explaining how this fraudster ripped us off by committing credit card fraud.
Should we report to the CFPB? Or are we out of the financial realm and into the legal one? Are there any options or tricks to getting through the red tape at Chase? I tried to google "Executive Resolutions" but can't really find contact info that seems to apply.
Location info: Move started in NY, ended in MA, and the "business owner" is located in Florida.
My own final thought: pay more for reputable movers that you hire directly yourself and not through a van rental company, because good lord these guys were sexist, criminal, scam artists. This guy apparently knows how to game the CC fraud protection system by putting in multiple smaller charges and making it difficult to get through the CC company red tape.
Submitted July 27, 2018 at 09:06AM by dante662 https://ift.tt/2AfRHLS
