Bohdan Boytsov won his credit card dispute with Hertz, but he lost. In doing so, he perfectly illustrated one of the consumer world’s greatest contradictions: You can be right and still be wrong.
When Susan Snyder rented a car from National Car Rental, she turned down its offer of insurance. Her own auto insurance policy would, she thought, cover any damage to the rental car. Then National blindsided her when it assessed her an “administrative fee.”
I love reading stories from readers like Harriet Spitz. I never tire of publishing them because her DIY advocacy rescued her canceled trip — and it could do the same for your next consumer problem.
Andrea Asdel found an unexplained $250 charge on her Hampton Inn hotel bill two days after her stay. According to the hotel, this was an “incidence charge” — or, in plain English, a hotel smoking fee.
Art Golden didn’t exactly have the cruise of his lifetime. His ship was delayed arriving in port, so he needed his hotel room for an extra half-day. Then he became ill while on board the ship.
Norma Eigles couldn’t connect her Blu-ray player to her new TV. She hoped that the Geek Squad, Best Buy’s in-house technicians, would help her connect the two machines. But the Geek Squad let her down.
This site just saved Catherina Gaines tens of thousands of dollars, but the real hero of the story is Allianz travel insurance, which fully covered her ER visit in Japan.
Stranded in London with a rebooking and luggage nightmare on her hands, Jo Vlastaris decided to do what any self-respecting author would: She wrote a novel.
If Katrina May’s Expedia case confuses you, that makes two of us.
She contacted me recently because she’d been waiting for a refund from Expedia — a seemingly routine case until I reviewed the details. Her problem is a reminder of the power of our collaborative help forum and the importance of knowing the right person to contact. That would be our incredible list of executive contacts.
If information is power, then insider information must be a superpower, as Michele Meier recently discovered.
Meier recently contacted me about an out-of-warranty repair on her Honda. But she didn’t have a problem; instead, she wanted to report a solution.
Suzanne Scott recently discovered that a combination of our list of executive contacts and effective communication makes for a successful negotiating tool.
Lee Makela wants to know: “How to change my name on a Delta ticket”? It’s not for him, but his
Annette Campos and her fiancé received an unwanted Christmas present from Spirit Airlines in exchange for their airline seats. Spirit gave them six vouchers for future flights, which they couldn’t use. Campos used our Spirit executive contacts to write a letter to the airline to ask for an extension of the voucher deadlines, which the airline agreed to.
Recently, a former work colleague, Amy Johnson, was lamenting on her Facebook page about how her DirecTV On Demand had been down for a couple days.
She posted that she had contacted DirecTV customer service by phone (AT&T purchased DirecTV several years ago), and that the representative told her the company was aware of the problem but did not have an expected date of resolution.
Joy Silva’s Alaska Airlines case wouldn’t have gone far even under the best of circumstances.
You might even say it would have gone to the dogs.
Her dog, to be exact.
Her story, which involved Alaska Airlines, her pet, unexpected surgery and a few insider tricks, offers lessons for the rest of us. Sometimes, even frivolous-sounding cases have some merit. Hers certainly did, much to my surprise — and probably yours, too.
It was a simple request. My wife asked me to pick up tickets to “Annie” at the Walnut Street Theatre in Philadelphia if the “price was right.” So, during a free moment at work, I pulled out my smartphone and opened the StubHub app, where I usually can find a decent price for tickets being sold on the secondary market (from someone who was reselling tickets they already had purchased), and I browsed around the theatre.
When Don Horger’s wife passed away, he asked Delta Air Lines to transfer her SkyMiles to him. Delta agreed, but only if Horger would pay the transfer fee. Horger didn’t think that he should be charged the fee.
Marie Kvistero was expecting some construction work to be taking place when she arrived at the Country Inns & Suites in Omaha, Neb. But she wasn’t expecting what she found when she arrived — the renovations had completely closed the hotel. She had to find a new hotel room at the last minute, in a crowded city with multiple occurring events.
If at first you don’t succeed, try. And try again, just like Gail Morin.
Here’s what happened when Morin’s 9:15 a.m. flight from Paris to San Francisco was delayed several times because of mechanical problems — first, a glitch with a generator, then a misbehaving heating and cooling system. All told, Morin was delayed four hours.
Faye Borowsky allowed her son-in-law to pre-pay for a rental car on her credit card. Then she forgot about it.
When she got her credit card bill, she made a critical mistake that has caused her months of anguish.
Samuel Lisenco needed to go to Texas for a wedding, so he booked a flight on American Airlines with a connection in Dallas. But crew scheduling issues caused American to cancel his onward flight, and he ended up back home.
This fall, my wife and I will be spending a week in Hungary, so a few months ago I went online and ordered the Pimsleur level 1 Hungarian course. Learning a new language can be fun; it keeps the brain engaged. And it’s also really useful before heading to a foreign country. I began working through the 30 half-hour lessons a couple of weeks ago.
My experience with U-Haul customer service was a train wreck from start to finish. I wasted hours on hold, listening to how my call was “very important” to them, had to run back and forth between D.C. and Virginia a couple of extra times, incurred some unnecessary extra expenses, and endured a whole lot of aggravation. Can I get a little compensation?
A long string of delays kept Flora Rodriguez-Brown in Dallas an extra night when she was supposed to be airborne on an American Airlines flight to Costa Rica for her vacation.
Douglas Guiler and his wife planned to embark on a Viking cruise this summer. But two months before they were scheduled to depart on the cruise, Guiler’s wife died. Guiler asked his travel agent whether he could substitute another traveling companion for his wife.
Patricia Dougherty searched for “American Airlines” on her iPhone so she could buy seats from Philadelphia to Barcelona. Then she called the phone number that came up first in the search results.
Kristen Chew’s Samsung Galaxy Note 4 was a dud. It kept freezing up, overheating, crashing and rebooting when she tried to use it. On the few occasions she was able to use the phone, its response time was too slow. And, although the phone was still under warranty, she could not get it repaired successfully.