Make the McKenzie Connection!
Make the McKenzie Connection!
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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...
Sam Maniar buys a travel insurance policy through Vrbo. But when he tries to file a claim, he discovers he has no insurance. Is he still covered? I paid for a vacation rental in Paradise Island in the Bahamas through Vrbo. I also purchased trip cancellation through CSA Travel Protection on the Vrbo site and have confirmation. Unfortunately, one of the members of my party is unable to travel for medical reasons. I called CSA to file a claim, but they have no record of my policy. A representative...
When KLM cancels Eric Aird's flight, Expedia promises him a refund. But months later, there's no sign of his $427. And no one can help him find it. Is the money gone? I booked a KLM flight through Expedia last year. KLM canceled the flight because of COVID in October. Expedia told me to wait 12 weeks for a refund. When no refund arrived, I contacted Expedia. Expedia claims KLM refunded me, even though I paid Expedia. KLM claims they refunded Expedia, which then should refund me. After some back...
After Ralph Pack buys several appliances from LG, he submits a request for a rebate. But LG doesn't recognize his serial number. His deadline for submitting the rebate is tomorrow. Is his $500 out the window? I bought a washer, dryer, mini-washer, and pedestal from LG recently and applied for a $500 rebate. LG says the serial number for the pedestal is incorrect. I've sent LG a photo of the sticker, but a representative told me it wasn't the serial number. There are no other stickers on the...
After American Queen changes its COVID protocols, Patricia Voorhees Furlong and her husband want to skip their river cruise. Is that allowed? Or will they lose $7,858? My husband and I have a cruise scheduled to depart this month on the American Empress from Vancouver, Wash., to Clarkston, Wash. I logged onto the cruiser line's website to check the Covid protocols including required PCR tests and mask requirements. When we booked the cruise, my husband and I thoroughly reviewed the procedures...
John Hudson's Samsung electric stove doesn't work. And Samsung can't diagnose the problem. Does he deserve a refund? QI have a problem with my Samsung electric stove, and I hope you can help me. The stove doesn't work. I contacted Samsung. The company sent a technician to my condo several times. One of the technicians said he could find nothing wrong with the stove. But after two more visits and attempted repairs, Samsung contacted me to say it would offer an "accommodation." But I just...
Kay Talley returns a component of her Samsung 980 back to the company. The company receives it -- and then does nothing. Is she entitled to a refund or a return? I purchased a Samsung 980 Pro SSD solid state drive from a local Micro Center and registered the product with my Samsung account. I sent Samsung the solid state drive (SSD) to update the firmware under my warranty. Samsung confirmed that it received the SSD and said it would take four days to complete the process. But the company never...
