Make the McKenzie Connection!
Make the McKenzie Connection!
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When Priscilla McMurtry and her husband cancel their cruise to New Zealand, their cruise line decides to keep their $17,000 airfare. Can it do that? My husband and I booked business class airfare for our Windstar cruise in New Zealand through the cruise line. There was no mention of the tickets being nonrefundable until we received the confirmation. We had to cancel the cruise, and we tried to get a ticket refund. Windstar claims it booked the tickets through a third party called Global Marine...
Crista Cloutier pays RushMyPassport.com $227 for an expedited passport. Then the government loses her paperwork, and the company goes dark. Can she get a refund? I paid RushMyPassport.com for expedited service to apply for a U.S. passport. I could have done it alone, but the company made a compelling pitch. RushMyPassport.com says it delivers your passport "safe, fast and secure" and offers support by email, phone and chat. In fact, they offered none of those. The government lost my paperwork,...
When an Airbnb host doesn't recognize Mehar Satsangi's reservation in London, it sets her off on a misadventure that leaves her $1,780 poorer and banned from the platform. Is there a way out? I've had the most harrowing experience with Airbnb. I recently had reservations at an apartment hotel in London. When I arrived, my host told me I didn't have a reservation. (This was despite paying months before and receiving a booking confirmation from Airbnb.) I had no place to stay. I contacted Airbnb,...
What happened to Stefanie Rogers' Christmas tree? And why won't Home Depot refund her for the plastic Tannenbaum she never received? I ordered a $390 Christmas tree from Home Depot to be shipped to my home. I did not receive the item. Home Depot advised me to contact FedEx and my credit card company, Wells Fargo. FedEx opened a case but later emailed me and stated, per their investigation, that the package was delivered correctly. The Wells Fargo investigation is underway. FedEx advised me to...
When Princess Cruises denies Linda Martin and her husband boarding on a cruise of the British Isles, it promises to take care of them. But then it doesn't. What do they have to do to get a refund? My husband and I booked a cruise of the British Isles with Princess this summer. Before we boarded in Southampton, a cruise line representative gave my husband a rapid COVID test because his PRC test (taken in the USA) had not yet been sent to his email. My husband tested positive. Princess would not...
Jason Blanke's Samsung dishwasher stops working after less than three years. And Samsung can't seem to repair it. Can he get an exchange or a refund? My Samsung dishwasher, which is less than three years old, recently started to leak and would not operate. I called Samsung, and although the dishwasher is out of warranty, they agreed to cover any parts needed so long as I pay for the $200 service call. I agreed. A Samsung technician came to my home and replaced a part. However, after a couple of...
Robert Galinak sends his Samsung Galaxy S21 back to the company for repairs. But eight weeks later, the only thing he has to show for it is a high repair bill. So what happened to the phone? I recently upgraded my Samsung Galaxy S21 to the latest version of Android. After I did, the phone failed to power up. I returned the phone, which is not under warranty, to Samsung for repair. Samsung billed me $161 and promised to return the phone within a week. That was eight weeks ago. Since then, I've...
I'm trying to get a refund for a flight canceled by TAP Air Portugal during the pandemic. In March 2020, while I was in Lisbon, authorities declared a pandemic. On April 4, TAP Air Portugal stopped flying to the U.S. I tried changing my flight, but TAP wouldn't answer the phone. So I purchased new tickets to fly home. When I checked in for my flight back to the U.S., I spoke to a TAP agent at the airport, who promised I'd get a refund. Instead, my online travel agency, Travelocity, gave me a...
Judy Lambert files an insurance claim with her Chase Sapphire Reserve card after canceling her snorkeling trip to Cuba. But four months later, she's still waiting for her $15,194 check. Will she ever see the money? I have a Chase Sapphire Reserve credit card. I got it because of the good reviews I saw online, especially for their cancellation insurance benefit. We used the card to pay for part of a snorkeling trip to Cuba. My husband tested positive for COVID two days before we were supposed to...
Svetlana Milina receives a surprise $80 cleaning bill from Lyft after a seven-minute ride. But Lyft won't tell her what she did to deserve it. I recently took a seven-minute ride on a Lyft in New York City. Shortly afterward, I received a text and email that there was damage to the car and that my credit card would be charged $80. Lyft refused to provide any evidence of any damage caused by me and only sent a form letter in response to my questions. I repeatedly asked for additional information...
When Robert Cipriani returns his Avis minivan, he expects to pay $1,770. Instead, Avis charges him twice. What happened -- and how can he get his money back? I rented a minivan for 37 days with Avis through Priceline for $1,770. My pickup and drop-off were at the Holiday Inn in Peabody, Mass. The Avis shop was closed when I dropped the van off on a Sunday. I followed the instructions on the door and left the keys with the hotel clerk. I parked the van in front of the Avis door. I expected a...
Joy Wills' dishwasher doesn't work. Her extended protection plan purchased through Lowe's isn't working, either. It's been six months -- will she ever get a working appliance? I'm having difficulty getting Lowe's to honor the extended protection plan that we purchased for our GE dishwasher. I can't get any power to the appliance. Despite numerous visits by technicians, checking on the electrical issues ourselves, and speaking with or emailing at least 15 different customer service agents at the...
Leslie Azor's new Natuzzi sofa set is coming apart. The company keeps sending a repairman to her home, but so far, he hasn't been able to fix the furniture. Can she get a refund? I bought a Natuzzi recliner sofa set last year from a local retailer. After using the furniture lightly for a few months, it was clear there was something wrong with it. One recliner was completely defective and you feel the metal bar in the footrest. The leather has wrinkled and pushed up the metal pieces because the...
Edward Marks buys a "cancel for any reason" protection plan for his cruise. But when he has to cancel, he finds that it's worthless. What went wrong? I had to cancel my American Cruise Lines cruise from Memphis to New Orleans for medical reasons. I called American Cruise Lines and inquired about rebooking for a cruise this fall using my cancellation credits. I had paid $570 for a "cancel for any reason" protection plan. A representative informed me that I only had $350 in credit instead of 80...
When Budget charges Russ DeVries $450 for a pet cleaning fee on his rental, he has a problem paying: He doesn't have a dog. Can he get this charge removed? Budget charged me a $450 cleaning fee for a vehicle that had dog hair in the back seat. I only had the rental car for one day. I traveled from the airport to my meeting, to the hotel, and then back to the airport the following day. I never had an animal in the vehicle at any time. Can you help? Russ DeVries, Midlothian, Va. If you didn't...
Manuel Harris's microwave oven stops working. Fortunately, it's still under warranty. Unfortunately, Frigidaire won't honor the warranty. What can he do? bought a two-year warranty contract for my Frigidaire microwave oven from Electrolux Warranty Corporation in 2019 (Electrolux owns Frigidaire). Less than two years later, the oven ceased to function. I called Electrolux on the day it stopped working and obtained a claim number for the repair. A local authorized dealer came to my house a few...
Steven Pearson's Whirlpool refrigerator doesn't work. It's also leaking and has caused $4,200 in damage to his kitchen floor. Why won't Whirlpool respond to his request for help? I need help with a Whirlpool refrigerator that has damaged my kitchen. I have experienced nothing but issues with the appliance since I got it in 2020. The ice maker doesn't work. The leaky refrigerator caused $4,200 of damage to my kitchen floor. Whirlpool asked me to fill out a claim form, which I did. But I have not...
When Vivian Glassman's refrigerator stops working, a Sears technician refuses to service the appliance. The reason? It's not in the kitchen. Does she still have to pay $75 for the service call? I have an annual service contract with Sears for my appliances, which costs $50 per month plus $75 for each service call. I had a problem with my GE Profile refrigerator a few weeks ago. The earliest they could offer a service call was 12 days later. I tried desperately to change the date because of the...
Almost a year after another driver rear-ends his Hertz rental, Michael Edgar receives a demand for an additional $658. How can he get the company to drop the bill? I rented a car from Hertz more than a year ago. Another motorist rear-ended my rental. I was slightly hurt, and the rental sustained minor damage to the bumper. I followed all the rules during the claims process. The other driver's insurance paid a $2,000 claim to Hertz. A Hertz representative told me the claim was closed. I got a...
When American Airlines cancels the last leg of Sandy Burchett's flight, it offers to cover the cost of her next flight. So what's with the $1,147 charge on her credit card? I have a problem with an American Airlines ticket. I recently flew from San Angelo, Texas, to Washington, D.C. On a stopover in Dallas, American Airlines canceled my connecting flight. The airline rebooked me on a flight later that day, but it also canceled that one. I received a notice on the American Airlines app saying I...
Vanessa Wilkins is trying to get a refund from Live Nation for her Muna concert tickets. But it's been four months, and the company can't help her. Or can it? I've been trying to get a refund for Muna concert tickets on Live Nation. The company says I should be able to resell them on the website, but every time I try, it gives an error page. I have no option but to try and reach out to you to help me get a refund. I have tried their chat function, email, social media, and phone and have...
Melissa Smithers' flight credits on American Airlines have expired. But wait! Doesn't she have a screenshot of the vouchers showing that she still has a few months? My family and I planned a trip to Hawaii two years ago. We booked our tickets on American Airlines through Expedia. Our trip included airfare and hotel. We canceled the trip because of the pandemic. We received a refund for the hotel, but American Airlines gave us a ticket credit. In March 2021, I used some of this credit for...
When Chris Skaggs checks into his vacation rental, he finds it uninhabitable. But can he get a refund of his Marriott Bonvoy points, which he used to make the reservation? I recently rented a condo in Florida through Homes & Villas by Marriott. I used my Marriott Bonvoy points to make the reservation. When I arrived, I discovered the unit was uninhabitable. The condo smelled of mold and mildew, and the furniture was threadbare and filthy. I had difficulty breathing. I left shortly after...
Airbnb suspends Maksym Bidnychenko's account, but it won't tell him why. Now it won't even respond to him. Is there any way to get his account reinstated? I had to leave Russia because of my Ukrainian citizenship when the war started. After that, I was supposed to travel from Turkey to Georgia and stay in an Airbnb. But Airbnb asked me to confirm my identity, and then it suspended my account. I had no history with Airbnb. I've only stayed in an Airbnb once, as someone else's guest. I tried...
Hertz sends Marcus Hall a 10-year-old bill. But it can't substantiate the $6 charge. Now he's on the Do Not Rent list. Can I help him untangle this? I recently received a $6 bill from Hertz for toll charges from 2012. The company told me that a third party, Toll Processing Partners, conducted an audit during which it discovered a previous unpaid invoice. I contacted Hertz, and it suggested that I get in touch with Toll Processing Partners about the outstanding invoice. I called, but after...
