Make the McKenzie Connection!
Make the McKenzie Connection!
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Samsung offers Joe King a refund for his home security starter kit but then refuses to pay him. Can it do that? I purchased a Samsung SmartThings ADT Home Security Starter Kit and accessories from Lowe's last year. A short while later, Samsung ended support for it and offered refunds to customers. I submitted my refund request in April 2022, and Samsung approved my refund in August, but only after I filed a complaint with the BBB. Samsung initially denied my claim because it said Lowe's was not...
What happened to Michael Kivel's refund from Avis? The company promised him his money after he had to cancel his car rental reservation. Is the money lost? I recently reserved a tour, which included a rental car with Avis. But earlier this year, shortly before leaving, I got sick. My doctor said that I should not travel. I logged on to the Avis website and canceled the reservation for the car rental. I logged on the same website again approximately one week later to confirm the cancellation. The...
John Schwager has been waiting months for his travel insurance payment from Travel Insured International. What's the holdup? Last year, my wife and I booked a cruise with Seabourn Cruises, at a cost of $12,780. I also purchased a travel insurance policy through Travel Insured International. In November, My cardiologist found blockages in three coronary arteries. After lengthy consultations with him and other doctors, I ultimately concluded that multiple stents were the best option for me. My...
Angela Hoo orders a $200 gift card from Amazon, but it's stolen from her doorstep. Amazon offers a refund, but then it refunds the wrong card. How can she fix this? I ordered a $200 gift card with a Christmas greeting card from Amazon last December. When the box came to the office, the bottom of the box was opened and retaped over the original Amazon tape. I opened the box and the gift card was missing. I called Amazon customer service immediately and reported the stolen card to a customer...
Julie Schumer's return flight gets canceled during the Southwest Airlines meltdown in December. Southwest sends the money to her cruise line, but her cruise line won't refund her. What's going on? My family and I recently took a Princess cruise, and I booked my airline tickets through the cruise line's EZair program. Our return flight from Fort Lauderdale, Fla., to Denver was on Southwest Airlines, and it happened in December during the airline's service debacle. Southwest canceled our flight....
After getting an oil change at Jiffy Lube, the engine on Ian Culhane's Subaru stops working. The likely culprit is a botched oil change, he says. Why won't Jiffy repair his car? I recently got an oil change done at Jiffy Lube in Seattle. Afterward, I noticed that the oil indicator light was on. The next time I turned on my car, my engine rattled, and several warning lights appears on my dashboard. I immediately checked the oil level, and the dipstick was dry. I have strong reason to believe...
Noah Finkel thinks he might be on Alamo's dreaded Do Not Rent list, but he can't get a straight answer -- or rent a car. How do you find out? I recently rented a car from Alamo. I could make a reservation online, but when I tried to pick up the car at the airport, a representative informed me that I could not rent from Alamo because I was on the Do Not Rent list. Alamo said I had to resolve this through the corporate office of Enterprise, which owns Alamo. Unfortunately, I have had no success...
When Jack Price tries to return his Google Pixel 6 phone to Amazon through UPS, the phone gets lost. Will he ever get his $518 back? I recently returned my Google Pixel 6 phone to Amazon through UPS. The receipt says the package weighs almost two pounds. Amazon didn't refund the phone during the standard window. I called Amazon and it said the package went to the wrong Amazon facility. But UPS tracking said it went to the correct facility. So the runaround began. Amazon told me to get in touch...
Overseas Adventure Travel cancels Julie Brown's pre-trip excursion on her Costa Rica tour. But who will pay for her new airline ticket? The company says she's responsible, but is she? I booked a trip for two to Costa Rica through Overseas Adventure Travel last year. It included pre-trip and post-trip extensions and round-trip airfare from San Francisco. I also paid for a business class upgrade, which cost $2,032 per person. In late December, I received a call from Overseas Adventure Travel...
Susan Lennon's iPhone gets stolen in the mail, but Apple assures her she can use her AppleCare coverage on its replacement. So why is it asking her to sign up again for AppleCare? I've had an ongoing nightmare with Apple since last October when the new iPhone14 Pro I ordered online was stolen between the Apple store and my home. I purchased AppleCare coverage to go with the phone. When I ordered a replacement, I asked if I needed to cancel the AppleCare and buy it again. A representative t...
When Candace Welch returns her rental to Budget in Sioux Falls, S.D., the company bills her $2,133 for hail damage. Just one problem -- there was no hailstorm. Last spring, I rented a car from Budget in Sioux Falls, S.D. We were in Sioux Falls for approximately an hour after picking up the vehicle and then drove to Montana. I returned the car, undamaged, to the same Budget location a week later. A few weeks later, I received a claim for hail damage from PurCo Fleet Services on behalf of Budget....
When Russ Higgins and his family try to use CLEAR, a security screening service, to verify their identities at the airport, they find a long line and almost miss their flight. What does CLEAR owe them? My family's long-awaited spring break trip was nearly derailed at Dulles Airport because of an unexpected failure of the premium security service CLEAR. We arrived an hour before boarding. My family was shocked to find CLEAR's security line moving slower than the TSA PreCheck line. The employees...
Why did Airbnb ban Solange Reyner? The company won't tell her. But will it tell this consumer advocate? I recently received an email from Airbnb that it had removed my account from the platform. "Removal means that your account will no longer be accessible, and you won't be able to create another one," it said. "We want to assure you that we reviewed your case thoroughly before reaching this conclusion. As such, we won't be able to offer you additional support on this matter at this time." I...
Ryan Maietta orders an Arc A770 graphics card from Amazon. Instead, he gets a different card, an A750. How does he get this fixed? I recently ordered an Intel Arc A770 Graphics Card on Amazon. I paid $271 with my Amazon credit card. The order arrived a few days later, but it was not the Intel Arc A770 – it was the Intel Arc A750, which is significantly different. When viewed in my account history, it shows the order as the A770. On my invoice, it's the A770. But when I clicked on my order a...
When William Houck returns his rental car to LAX, Budget tries to charge him a fee for refueling and cleaning. But he brought the car back with a full gas tank, and it was clean. How can he fight these charges? I rented a car from Budget at Los Angeles International Airport recently. I returned the vehicle with a full tank of gas after stopping at a station a few blocks away. After I dropped off the car, I received a receipt that indicated they would charge me a $90 fuel service fee. I...
Keith Cantrell's new refrigerator is making a loud buzzing sound. GE can't fix it, and Home Depot won't let him return it. What should he do? QI bought a GE refrigerator from Home Depot's website in February. I noticed a loud buzzing noise within an hour of the appliance being installed. While it isn't "hold your hands over your ears" loud, you can easily hear it from across the room. I called to complain within 48 hours of taking delivery that the fridge was making an unacceptable amount of...
Peter Holt prepays $66 for two checked bags on his Avianca flight from San Jose, Costa Rica, to Mexico City. Q: I booked two flights through GoToGate from San Jose, Costa Rica, to Mexico City and then Oaxaca. I ran into a problem on my flight from San Jose to Mexico City, which was on Avianca. I knew these were small planes, so I prepaid $33 for each checked bag. But when I checked in at San Jose, the agent had no record of my prepaid bags. I discussed it with them and showed my receipt. I even...
When Robert Preuss tries to buy a Fisher-Price Power Wheels Dune Racer from Amazon, he can't complete the purchase. Amazon offers to fix the problem but then reneges, leaving him with a $304 bill. I recently tried to order a Fisher-Price Power Wheels Dune Racer from Amazon. The advertised price was $89. I spent three hours trying to purchase it without success, but I was eventually able to buy the same battery-powered car, also on Amazon, for $393. An Amazon representative told me by phone that...
After Debbie Schembri's brother dies, she cancels her Alaska vacation. Can she get a refund for her airline tickets? I had tickets on United Airlines to fly from San Jose to Anchorage last summer. In August, my brother died unexpectedly, and we canceled our travel plans. I reserved my airline flights through Booking.com and followed all their instructions regarding a refund. I sent my brother's death certificate and obituary. Booking.com asked for more proof that we were related and finally,...
When Robertann Usher's home security company merges with ADT, he discovers he has a five-year contract with a higher price. Getting out will cost him $527. Is that legal? I have a problem with my ADT bill and was hoping you could help me. I had a home security system through Ackerman Security, which recently merged with ADT. I recently received my first bill with ADT and decided to discontinue my service. I paid $63 quarterly for security service with Ackerman Security. ADT's prices are higher....
When IcelandAir changes Patricia Boyle's flights from Baltimore to Washington Dulles, she asks for a refund from her tour operator, IcelandAir Holidays. Why isn't it responding? I recently booked a vacation package online through IcelandAir Holidays. Two months later, I received a text message that my airport had been changed from Baltimore/Washington International Airport to Dulles International Airport. I realized that traveling to Dulles would be inconvenient because it is a two-hour drive fr...
Joe Eckre has tickets to see Alan Parsons, but the artist has postponed the event. Can Eckre get a refund? I purchased a ticket to see Alan Parsons Live Project at Libbey Bowl in Ojai, Calif., in 2021. Just before the event, Ticketmaster notified me that the concert had been postponed but that my ticket was still good. I waited patiently but after 18 months and no news from Ticketmaster about a new date for the show, I finally checked the artist's website and found out that all shows except for...
Nicholas Butler gets charged $7,853 at a bar in Istanbul under shady circumstances. Will his bank step up and help him undo the charges? While I was on vacation in Istanbul last year, I fell victim to a scam by some local thugs. They ran a "club" where they persuaded single male tourists to come in. Then they coerced them into paying thousands of dollars for bogus drinks ("champagne" that was cider and water, for example). They made it impossible to leave without the threat of violence. Once I...
Sears promises to cover the cost of Wanda Warren's dishwasher installation. Then it offers her a check for $180 -- which isn't enough. Does it owe her more? I have a Sears protection agreement on a replacement dishwasher. The terms clearly state that replacement items include delivery and basic installation. But now Sears is telling me that I have to get the installation done myself, and they will send a check for $180 to cover the cost of installation. I can't find someone to install my...
Elizabeth Moeck has tickets to see David Foster in concert, but the show gets canceled during the pandemic. What happened to her refund? I bought tickets for the David Foster Hitman Tour in 2019. The performance date was May 14, 2020. On May 1, Ticketmaster emailed me that the concert had been rescheduled to Jan. 16, 2021. But in August, Ticketmaster sent an email that the concert would be canceled and my ticket refunded. I contacted Ticketmaster because I paid for the concert with a gift card,...
