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Elliott Report

Elliott Report

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CUSTOMER COMPLAINTS.

Companies often use release forms to silence consumers when addressing complaints. For instance, Lowe's offered a settlement to a customer for a botched kitchen installation but required her to destroy evidence and stay silent. These agreements, similar to nondisclosure agreements, prevent consumers from sharing their experiences, thereby protecting the company's reputation. Consumers should be wary of such agreements, which may restrict their rights to criticize or pursue further claims. Consulting a lawyer before signing is advisable to understand the full implications. Refusing these agreements could push companies to resolve issues transparently.

How companies try to silence you when you have a problem

November 24, 2024August 26, 2024 by Christopher Elliott

The document seemed harmless enough — a “release of all claims” in exchange for a cash settlement. Lowe’s sent it to one of our readers when she asked it to fix a botched kitchen installation.

Categories Advocacy
Joan Cassell sent her iPhone XR to Gazelle for recycling, but a disagreement over its condition led her to request its return. Gazelle claimed the phone was mailed back, but Joan never received it. Tracking information showed it was sent, but no delivery evidence was provided. Gazelle insisted the phone was stolen and advised filing a police report. After contacting the company on her behalf, they admitted USPS lost the device and compensated Joan with $170, exceeding the original offer. This story highlights the challenges of returning used electronics.

Gazelle lost my iPhone. Can you help me find it?

August 2, 2024July 26, 2024 by Christopher Elliott

Where is Joan Cassell’s iPhone? Gazelle says it sent it back to her, but there’s no evidence it was delivered. Whose responsibility is this lost phone?

Categories Problem Solved
The engine in Ali Cotton's Nissan Altima is damaged after he brings it to Jiffy Lube for an inspection. Does the company have to pay his $12,998 repair bill?

Jiffy Lube ruined my car engine. Why won’t it pay $12,998 for repairs?

September 10, 2024April 12, 2024 by Christopher Elliott

The engine in Ali Cotton’s Nissan Altima is damaged after he brings it to Jiffy Lube for an inspection. Does the company have to pay his $12,998 repair bill?

Categories Problem Solved
After UPS loses Vanessa Armendariz' return package to Amazon, she can't get her money back. Whose responsibility is this? And should she have to pay for someone else's mistake?

UPS lost my package! But is Amazon’s resolution fair?

April 26, 2025February 16, 2024 by Christopher Elliott

After UPS loses Vanessa Armendariz’ return package to Amazon, she can’t get her money back. Whose responsibility is this? And should she have to pay for someone else’s mistake?

Categories Problem Solved
Roy Gregston's Hoover Steam Mop, purchased from Amazon with an extended warranty, breaks down months later. Navigating a maze of customer service from Asurion, Hoover, and Amazon, he faces a restocking fee and limited support. Despite policies and warranties, he's left with a defective product and mounting frustration. Will his persistence pay off, or is he stuck with a costly, unusable mop and half his money gone?

My steam mop broke! Amazon won’t clean up this mess — and now there’s a restocking fee

March 29, 2024February 2, 2024 by Christopher Elliott

Roy Gregston’s Hoover Complete Steam Mop breaks down only a few months after he buys it from Amazon. Even though he has a three-year extended warranty, no one will cover it. And then there’s a restocking fee, too. What’s going on?

Categories Problem Solved
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?

Help! Sears won’t cover the cost of installing my replacement dishwasher

March 24, 2025June 6, 2023 by Christopher Elliott

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? 

Categories Featured, Problem Solved
Daniel Onn books a business class ticket on Amtrak. Then the rail carrier removes the business class car. Does it owe him anything?

Does Amtrak owe me anything for a forced downgrade?

January 19, 2024March 29, 2023 by Christopher Elliott

Daniel Onn books a business class ticket on Amtrak. Then the rail carrier removes the business class car. Does it owe him anything?

Categories The Travel Troubleshooter

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