Problem Solved

Problem Solved is a weekly consumer column that fixes reader problems. From broken laptop computers to faulty kitchen appliances, nothing is off limits for this feature. Each story brings a fresh problem and solution in an engaging and succinct Q&A format.

Editorial cartoon showing a confused customer holding out a credit card to a stern rental car counter agent who raises her hand to refuse it, with parked cars visible through the window in the background, depicting how Europcar agents pressure customers into buying duplicate insurance and refuse third-party coverage

Hotels.com and Europcar charged me twice for a one-way rental. Can I get my money back?

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Lawrence Signori prepaid Hotels.com $338 for a one-way Europcar rental in Porto, Portugal, with the one-way fee clearly included in his reservation. At pickup, the Europcar counter agent added $155 for the one-way fee, $155 for mandatory Premium Protection insurance, and a $97 Premium Station Surcharge despite his airport reservation. Europcar claimed only $243 of the prepayment was applied to the rental, with the rest going to Hotels.com as commission. Hotels.com initially provided only vague responses about the duplicate charges totaling $407.

Illustration showing a frustrated couple standing under a large white VIP tent at a concert venue, with the tent blocking their view of the illuminated stage and crowd in the background, depicting how Ticketmaster sold premium second-row seats without disclosing the view obstruction

Ticketmaster sold me “great seats” that turned out to be obstructed. Where’s my refund?

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Vincent Manierre paid $475 each for second-row Oasis concert tickets at the Rose Bowl, expecting a clear stage view. A VIP tent blocked one-third of the stage. The tickets were not labeled obstructed view despite Ticketmaster’s stated policy requiring such disclosure. Ticketmaster refused a refund, claiming the event organizer controls refunds but would not reveal who that organizer is. Under Federal Trade Commission rules, selling tickets without disclosing obstructions when company policy promises such labeling can constitute deceptive trade practices.

Frigidaire refrigerator keeps breaking

This Frigidaire refrigerator keeps breaking — but the company refuses to replace it

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Victoria Evans thinks she made a smart purchase when she buys a Frigidaire refrigerator. But within 7 months, her appliance starts flashing temperature warnings and spoiling her food. Multiple repair visits under warranty fail to fix the recurring problem, and technicians twice declare the unit unrepairable. Yet Frigidaire is giving her the cold shoulder.