Disappointed with AMEX Dispute Resolution

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Old Jul 12, 18, 3:49 am
  #76  
 
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Originally Posted by joe_miami View Post
I'm not "misunderstanding" anything. If the $50 rule isn't set in stone, then the 100-mile rule isn't, either and we know it's not, since people initiate chargebacks against merchants more than 100 miles away all the time. This site is absolutely chock full of reports of people filing service-related chargebacks against hotels.
Originally Posted by mia View Post
There is a law, and there is credit card issuer policy. The issuers choose to accept many disputes that do not meet the legal requirements, but that does not obligate them to accept every dispute.
Yes, exactly. If the law is ignored once or twice, in consumer's favor, doesn't make the law invalid or non-enforceable later on. My "favorite": you can go regularly within 10mph over speed limit, but if you get on radar even with less overage, you will be fined.
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Old Jul 12, 18, 6:40 am
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I think we can all agree here... AMEX isn't once what it was. Gone are the days of just calling or mailing in a dispute and AMEX taking your side, regardless of what the merchant has to say.

Really there's nothing special about carrying an AMEX anymore, unless you like one of their many mediocre cash back cards, their Everyday cards, or one of their charge cards. The cardholder no longer has leverage over the merchant or "power" when making transactions.
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Old Jul 12, 18, 9:11 am
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My customer service experience between AMEX and CHASE is not even close. CHASE wins by a mile. I'm talking on general terms, not just dispute resolutions.
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Old Jul 12, 18, 5:04 pm
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Originally Posted by mia View Post
The requirements are different for billing errors than for disputes based on the quality of goods or services.
This was my point, thank you mia.
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Old Jul 12, 18, 10:30 pm
  #80  
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Originally Posted by fox13weather View Post
My customer service experience between AMEX and CHASE is not even close. CHASE wins by a mile. I'm talking on general terms, not just dispute resolutions.
I'm apt to agree based on my own experience, but I'm open to the possibility that AmEx is good if you have the right product(s) with them.
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Old Jul 22, 18, 5:55 pm
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Both card companies bailed me out on a few occasions, but I had less leg work with AMEX by far. For example, Chase requires repair notes from authorized shops for warranty protection >$100 or requires 2 billing cycles to post missing statement credits; whereas, AMEX returns funds without any hassle in these cases. I do like, however, that Chase does not outsource their customer service. I believe that AMEX does employ foreign call centers...
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Old Oct 4, 18, 2:03 pm
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I used AmEx to pay for a truck to be repainted. The repair shop held my truck 2 weeks longer and didn't complete all the paint job he was paid for plus ruined the seat and my LCD screen. I was not satisfied so am trying to dispute the final portion of the payment 1,250.00 and so far after 5 dispute letters sent to AM EX and countless pics of proof I am denied? I feel they are siding with merchant unfairly because they make more money from charging their 3% transaction fee...worst customer service too

I have had the worst experience with AMEX trying to dispute a shoddy service charge for repainting a vehicle. The body shop didn't complete some of the work and also ruined my LCD screen and seat with paint spray which I said when I picked up the car. They still made the charge on my card. I disputed 5 times by sending letters and pictures of proof as well as copies of receipts for additional charges I incurred as a result of the shops shoddy service and even though the shop had provided zero proof while I have a ton my claim for reversing a portion of the payment of 1,250 is getting denied! Worst customer service ever! I bet the merchant is right because of 3% they pay to AMEX per transaction!

Last edited by mia; Oct 4, 18 at 4:40 pm Reason: Combine duplicate posts.
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Old Oct 4, 18, 2:30 pm
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Originally Posted by oksana123 View Post
I have had the worst experience with AMEX trying to dispute a shoddy service charge for repainting a vehicle. The body shop didn't complete some of the work and also ruined my LCD screen and seat with paint spray which I said when I picked up the car. They still made the charge on my card. I disputed 5 times by sending letters and pictures of proof as well as copies of receipts for additional charges I incurred as a result of the shops shoddy service and even though the shop had provided zero proof while I have a ton my claim for reversing a portion of the payment of 1,250 is getting denied! Worst customer service ever! I bet the merchant is right because of 3% they pay to AMEX per transaction!
You do know that the denial of the dispute is not the end of the world, right?

Do you know you can still make a complaint to your state's auto regulator or file a Small Claims case?
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Old Oct 4, 18, 3:47 pm
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Interesting. Amex is known to be very pro customer. Thus, when a chargeback is denied, there is almost always a very good reason.

However, chargebacks are not generally a means to dispute service you found lacking or as a set off for other matters, e.g. damage the repair facility may have done to your vehicle. Work that was not completed is a different issue and should be subject to chargeback, but may have gotten buried in the mix if you also used the process to complain about poor service and other damage.

It may be too late now, but perhaps try starting over with a very simple dispute for the value of the work which was not completed. If, for example it was a $5,000 repair job and you can reasonably prove that $500 worth of the work was not completed, then dispute the $500. Leave out everything else.

For the other stuff, e.g. poor service and damage, you may either work that out with the facility of file a small claims action against it. But, that is not what CC disputes are for.
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Old Oct 4, 18, 4:41 pm
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Originally Posted by Often1 View Post
However, chargebacks are not generally a means to dispute service you found lacking or as a set off for other matters, e.g. damage the repair facility may have done to your vehicle. Work that was not completed is a different issue and should be subject to chargeback, but may have gotten buried in the mix if you also used the process to complain about poor service and other damage.
+1. Amex is not in the business of arbitrating the quality of service you received. Not surprised at all that OP lost the chargeback.
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Old Oct 4, 18, 4:42 pm
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Originally Posted by Often1 View Post
Interesting. Amex is known to be very pro customer. Thus, when a chargeback is denied, there is almost always a very good reason.

However, chargebacks are not generally a means to dispute service you found lacking or as a set off for other matters, e.g. damage the repair facility may have done to your vehicle. Work that was not completed is a different issue and should be subject to chargeback, but may have gotten buried in the mix if you also used the process to complain about poor service and other damage.

It may be too late now, but perhaps try starting over with a very simple dispute for the value of the work which was not completed. If, for example it was a $5,000 repair job and you can reasonably prove that $500 worth of the work was not completed, then dispute the $500. Leave out everything else.

For the other stuff, e.g. poor service and damage, you may either work that out with the facility of file a small claims action against it. But, that is not what CC disputes are for.
A sixth dispute here seems like a waste of everyone's time.
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Old Oct 4, 18, 4:45 pm
  #87  
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Welcome to Flyertalk. Please do not post the same message in more than one location. I have combined your posts here.

Originally Posted by oksana123 View Post
....I feel they are siding with merchant unfairly because......
When American Express rejects a dispute they tell you the reason(s). Rather than speculating about motives, perhaps you could tell us exactly the reasons that American Express stated -and- what effort you made to resolve the problems with the merchant, before you filed the dispute.

It would also be helpful to know if the vehicle is personal or commercial, and if you paid with a personal or business card.
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Old Oct 4, 18, 6:22 pm
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Originally Posted by friedablass View Post
I actually did read through the post and most of the accusations against Amex is false. I have made large purchases in the past where I have instantly received simultaneous alerts on my Amex app, email, call to home, and call to mobile to confirm that I was really the one making the charge.

Their fraud defection is actually pretty sophisticated too. Just the other day someone used my card with PayPal for $1 which was approved, and then the following day they tried purchasing stuff online for $256. I immediately got all these Amex alerts to ask if it was me - it wasn't. The charge had already been declined and they promptly issued a replacement card.
This is quite correct. The post in question, in addition to almost being incoherent, is full of inaccuracies and outright lies. I've been a cardholder since 1984 and an AMEX accepting merchant as well.
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Old Oct 4, 18, 7:10 pm
  #89  
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Originally Posted by Statman View Post
.... Amex is not in the business of arbitrating the quality of service.....
The Fair Credit Billing Act makes the card issuer liable for quality:

Disputes about the quality of goods and services are not "billing errors," so the dispute procedure doesn’t apply. However, if you have a problem with goods or services you paid for with a credit or charge card, you can take the same legal actions against the card issuer as you can take under state law against the seller.

To take advantage of this protection, you must have made the purchase (it must be for more than $50) in your home state or within 100 miles of your current billing address, and make a good faith effort to resolve the dispute with the seller first.
https://www.consumer.ftc.gov/article...harges#quality

...but this would likely not apply if this were a business-to-business transaction or paid with a card used for business purposes.
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Old Oct 5, 18, 6:36 am
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OK, so since everyone is asking about what was done and not done on our behalf - here is the lowdown. We didn't only pay with the AMEX for all the services. We paid cash and by check and the only reason the merchant had our CC number and detail was because he requested that we prepay 350 for the actual paint which we did. When we picked up the vehicle we outright told him the work was not fully completed and we refuse to pay the last amount of 1125 as we already paid 4k and we were not happy at all unless he finishes the entire job he originally agreed to . So, we didn't authorize the charge on the CC for 1125 that he made. As I said he only had the card # to pay for the paint that he purchased online. I guess we are not the only ones that got taken advantage of - before you defend AMEX look below

http://www.topix.com/forum/city/winn...1-ventures-llc

Last edited by mia; Oct 5, 18 at 7:31 am Reason: Combine consecutive replies
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