Make the McKenzie Connection!
Make the McKenzie Connection!
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Krishnamurthy Viswanathan's hotel room in London is smaller than he expects and has poor ventilation. Can he get his money back? Hotels.com is refusing to honor the terms of our reservation, and I would like your help getting a refund. My wife and I made a refundable reservation and prepaid the entire amount of $3,630 (and $504 worth of OneKeyCash) on Hotels.com for a 10-day stay at Lost Property St Paul's London - Curio Collection by Hilton. The rules said we could cancel without penalty....
PayPal won't refund an unauthorized charge on John Boham-Cook's account, even though it reversed two others by the same fraudster. How can he get the company to see things his way? I had three unauthorized transactions on my PayPal account recently. PayPal blocked one of them and issued a refund. A short while later, PayPal refunded the second fraudulent transaction. But the third transaction, for $2,600, is still in my account. All of these transactions were made by the same fraudster at the...
Steve Feiertag's flights from Palm Beach to Reykjavik are messed up, but Chase Ultimate Rewards won't help him fix them. Is he about to lose $5,000? Last year, my wife and I booked a cruise around Iceland. We bought business class tickets from Palm Beach, Fla., to Reykjavik through JetBlue and Icelandair using our Chase Ultimate Rewards points. However, shortly before we left, Chase erroneously downgraded our tickets to economy class. I discovered the error when I checked our reservation a...
What's wrong with Britt Lane's bed? And why won't Ashley Furniture fix it for her? She's been sleeping on the floor since she ordered the furniture from the retailer. I recently bought a new bed from Ashley Furniture. The company delivered the bed with missing parts. Ashley Furniture has not provided the correct parts to make the bed functional. When I call customer service, the reps hang up or put me on hold indefinitely. I visited the store near me in Joplin, Mo., and asked for a copy of my co...
After discovering two fraudulent reservations, Booking.com suspends David Hendrick's account. How can he get it reinstated? I write to express my disappointment and distress with my recent experiences at Booking.com. I travel frequently, as do my wife and family. I always recommend Booking.com, and we all use it almost exclusively. Recently, while traveling, I discovered two fraudulent attempts to make bookings on my account. I canceled them immediately, contacted customer service, and a...
Becky Taylor's view at a P!nk concert is obstructed by a foul-ball net. She wants her money back from Ticketmaster. Does she have a case? I purchased three concert tickets for P!nk at Great American Ballpark in Cincinnati. I spent $607 for them. The seats were not marked as "obstructed view." But when I got to the concert, I noticed that the seats had an extremely limited view because of the foul-ball net from the baseball field. It blocked a whole side of the stage. There were also two large...
If the latest wave of proposed airline mergers have left you a little worried, then you have a good memory. Historically, airline mergers are terrible for passengers. And the latest two -- the proposed combination of Alaska Airlines and Hawaiian Airlines, and of JetBlue Airways and Spirit Airlines -- are no exception. "Passengers should be very skeptical of airline mergers," says Tolga Turgut, an associate professor at Florida Institute of Technology's College of Aeronautics. "They usually lead...
After Andrew Bottorff returns his surge protector to Amazon through a Whole Foods store, Amazon tries to charge him again. How can he get his money back? I bought an Eaton surge protector on Amazon recently. It was not suitable for my use, so I returned it to Amazon via the Amazon return counter at Whole Foods two days after receiving it. They scanned my return barcode at the counter. However, the return center does not provide printed receipts. An email receipt usually shows shortly after your...
Cunard cancels Jacque Ewing-Taylor's transatlantic cruise and promises to reimburse her expenses. But it doesn't. How can she make Cunard do the right thing? My husband and I were booked on the Queen Mary 2 sailing from Southampton to New York earlier this year. The cruise line canceled the sailing just before our departure. A Cunard agent told us to stay on board that night and depart the following day. The cruise line gave us a form to fill out that said, “For any incurred expenses with y...
Jeffrey Schiff's Carrier air conditioner stops working during a heat wave. The manufacturer tells him to wait for the parts. But how long is too long? I’m writing to you because I’ve been unable to resolve a problem through normal customer service channels. My problem is with Carrier, the air conditioning manufacturer. My air conditioner has been down for more than three weeks because of a leaking coil. It is still under warranty. The information I’ve received from Carrier indicates the coil...
Where's Erika Eng's $994? She booked tickets from Washington, D.C., to Paris in 2020. British Airways canceled her flight but never refunded the money. I booked two tickets to Paris on British Airways through Flight Network in 2020. British Airways canceled the flight because of the pandemic. I have tried for years to get a refund from Flight Network. But after numerous calls and emails, I have not received the money. Can you help me? Erika Eng, Arlington Heights, Ill. You're kidding! It's been...
After Elizabeth Scott opens savings accounts for her kids, Bank of America completely depletes them with an $8 monthly "maintenance" fee. Is there any hope she can recover the money? In late 2019, I opened two savings accounts for my children at Bank of America. I have held an account with BofA for over 20 years, so I was able to set them up online quickly. However, since the balance was so low on each child's account ($150), I noticed that they would be charged $8 a month as a maintenance fee....
Dollar cancels Vivian Everhart's rental when she tries to swap out an unsatisfactory car. Can she get a refund from the company, or does she have to pay for a car she couldn't use? I recently booked a rental car with Dollar through Priceline. My car did not have a front or rear license plate, so I had to bring it back to the rental location that night. The second car Dollar gave me was not the size I reserved. It was too small to accommodate my passengers. The following day, I finally got...
Tyson Love's Airbnb is a mess. Worse, the company will only refund $14 of his rental fee, even though he bought cleaning supplies and cleaned the rental himself. Is that fair? I recently rented a home for three nights through Airbnb in Jacksonville, Fla. The pictures posted by the host did not match the property. The home was damaged and dirty. The sofa in the living room was peeling and dilapidated. One of the exterior doors had mold growing on it and would not close all the way. And the toilet...
Sue Canavan is moving into a senior living facility. But before she does, ADT wants $2,089 from her. Is that fair? Last summer, my ADT alarm was not working correctly. My husband was not well and died in mid-August. I scheduled a service call with ADT shortly thereafter. The technician told me the system needed an upgrade. Being newly widowed and in shock (and feeling that I needed the alarm), I signed a five-year agreement. I sold my house recently and have moved to senior housing, where I no l...
It's been four months since Brigitte Yvon bought her garage shelving along with installation from Home Depot. But no one has installed it yet. Can she get a refund? I purchased garage shelving from Home Depot last spring. The shelving, including parts and labor, cost about $10,000. I was able to schedule an installation for about five months later. I reached out to my contact at Home Depot to confirm the installation date. My contact verified in writing that the installation would happen on...
Debbie Kim is shocked to find a $150 charge from Lyft on her credit card. What did she do -- and is there a way to undo it? I was on a 10-minute Lyft ride to my friend’s apartment in Toronto today. Shortly after I arrived, I received a notification from Lyft that it was charging me $150 for damage to the car. Lyft sent me pictures of the back seat of a Honda Accord with mud stains on the floor. I do not recognize the photos, and I'm not even sure if it was the same car I was in. The photos don't...
Heather Steele is stuck in a cold Airbnb, and her host refuses to help her. Can she move to a different rental? You have helped me before, and I am so grateful, but I need help again, unfortunately. I am currently in an Airbnb near Washington, D.C. I'm in the basement, and it's 63 degrees. I have no control over the temperature. The host controls it upstairs, and I am freezing. The host forbids me from opening any windows to let in the warm air, and I am so cold, that I feel like it's some sort...
Julie Kuklenski returned her Stella McCartney cross-body bag to Saks. But the company won't return her money. What's going on? I ordered a Stella McCartney cross-body bag from Saks.com recently. I made this purchase while Saks was offering a promotion on designer handbags and received $200 off the original price of $950. I received the wrong bag. I called Saks, and a representative said that this item was sent from a store and not their warehouse. I received a return label and returned it via...
After reporting several fraudulent charges on her Costco Citi Card, Jeanne Vaul gets a new card. But Citi won't reverse the fake charges. What's going on? I need your help with several fraudulent charges on my Costco Citi Card. I reported the charges as soon as I saw them. Citi locked the card and sent me a new one. But when I tried to activate the new card, I received a message that someone had already used the new card. I reported the problem to Citi. It locked the new card and sent me...
Alec Nowers wants Uber to refund his $100 credit, but the company won't help him. Can he get his money back? I have an account with Uber. Earlier this year, I added my granddaughter to my account so she could have easy travel to my house in Mercer Island, Wash., from the University of Washington in Seattle. I added her successfully, but when she tried to access the account, Uber said there was "not enough money" in the account for her to use the service. I was puzzled because Uber had my credit...
Avis broadsides Gena Ettinger when it adds her to the company's Do Not Rent list. How does she get unbanned? I recently tried to rent a car from Avis in Bangor, Maine. When I arrived at the counter, a representative said I couldn't rent from the company because I was on the Do Not Rent list. The attendant couldn’t tell me why I was on the list. But I noticed that my name was misspelled twice on the reservation. The representative gave me an 800 number to call. An Avis employee recommended I s...
Breeze Airways loses Benjamin Wallis's luggage and won't answer his calls. How can he get his bags back? Breeze Airways lost my family's checked luggage on a flight from Los Angeles to Jacksonville, Fla. It's been four days, and we've had no update from Breeze. Plus, there's no way to get in touch with the airline. We're missing two large suitcases and a car seat. We'd like to receive our lost luggage. We would like to be fully compensated for the clothes and necessities we have had to purchase...
One minute, Adam Edikauskas has tickets to a Vegas Golden Knights hockey game. The next moment, the tickets vanished from his account. Why won't Ticketmaster refund his money? I bought seven tickets to a recent Vegas Golden Knights game through Ticketmaster. Ticketmaster confirmed my order, and my tickets were in my account an hour later. When game time rolled around, I pulled up my account to scan my tickets, and they were no longer there. I went to the box office for help. They explained...
When Swiss loses Mark Bromley's luggage on a flight from Zurich to Geneva, he files a claim for compensation. He never hears back. Does he deserve anything? Swiss International Air Lines lost my luggage for eight days while I was on a hiking trip to Geneva. It sent my bags to the wrong address and finally to my home almost two weeks later, after our vacation had ended. Swiss never compensated me for the hiking gear I had to buy or provided a mechanism in person, by phone, or online to get...
