Below is an ongoing case that I have with Airbnb. I will appreciate kind advise from members to enable me get my refund.
Case ID: A127789530
URGENT ESCALATION - AirCover Health & Safety Violation (Mold & Infestation)
I am formally rejecting Sadeeya's decision to close this case. The claim that Airbnb "cannot override a host's cancellation policy" directly violates Airbnb’s official global AirCover policy. Under the Guest Refund Policy, standard host cancellation policies are completely overridden when a property contains severe health and safety issues.
The listing I stayed in possessed active mold growth, insects crawling openly across the floor, and a large spider on the wall directly next to the bed. I evacuated the premises within 48 hours of check-in, placing this report fully within Airbnb’s strict 72-hour AirCover reporting window.
Video evidence documenting these hazards has been uploaded to this case file. Because the host refused to address these severe health conditions, I turn to Airbnb for guest protection. I request that a Senior Escalation Supervisor manually review the video evidence, override the host's policy as mandated by AirCover, and issue a full refund immediately. If this is not resolved, I will continue my active consumer protection disputes with my bank and external consumer advocacy groups.
Ok. But I thought the video was more self explanatory because misinterpretation is not as likely as on still pictures. Could I send what I sent to them for you see what they saw?
Icelandair Booking Cancellation
My wife and I recently traveled to Iceland round trip. In checkout line I discovered my Passport was missing which would prevent us from departing. I immediately talked to an agent to inquire if the same flight had seats available the next evening which it was. My intent was to hopefully retreive the passport from our car which was 130 miles away at the Bus parking lot. After taking the bus back we found it, so I called up Icelandair to rebook. I was informed we were listed as NO SHOWS so the entire booking was cancelled without refund. The new booking additional cost of ~ $2,800 above the original of ~$1,300. The new booking included my original return flight. My initial booking was Economy Standard Non Refundable, but I did purchase insurance through Icelandair, but it only covered me for medical. I was anticipating paying for an additional reasonable cost the departing flight the next evening, but not the return. on the same flight. The return flight was not close to full. We essentially paid for four seats on the same flight. I filed a claim with them stating we were not NO SHOWS because we did discuss our situation with an Agent who did not inform of any options. I did see that some Airlines often allow for a flat tire situation.
Bruce,
What a horrible way to start your trip. I’m sorry you had to deal with this.
Unfortunately, if you did not take the scheduled flight, cancel the ticket, or change to a new flight (if permitted) before departure, the airline will generally place the ticket in no-show status. Once that happens, it is common industry practice for the airline to cancel the remaining segments of the ticket, including the return flights.
There is some good news on this front. EU Regulation (EU) 2026/2202, which will apply to flights to and from Iceland, will prohibit airlines from canceling return flights simply because a passenger did not use an earlier segment. However, the regulation does not take effect until October 2027, so it does not provide a remedy for your current situation.
In the absence of a specific government requirement, these situations are generally governed by the airline’s Conditions of Carriage and the applicable fare rules, including whether the ticket is refundable, changeable, or subject to other restrictions.
Based on our experience, most airlines will not provide a refund or even a travel credit when a ticket was not canceled or changed before departure. This can be the case even when the passenger’s failure to travel was caused by circumstances beyond their control, such as a flat tire. Travel insurance may provide coverage, but that depends entirely on the policy and the specific circumstances. For example, a stolen passport supported by a police report might qualify under a policy’s trip-interruption provisions, but coverage is not automatic.
At this point, your best option may be to make a polite, concise appeal to the airline’s executive customer-relations team. Explain what happened, provide any supporting documentation, and ask whether the airline would be willing to make a goodwill exception. While there is no guarantee they will do so, airlines will sometimes offer a future travel credit, miles, or another accommodation as a gesture of goodwill.
We maintain contact information for Icelandair’s executives on our website, which you can use for that appeal.
https://www.elliott.org/company-contacts/icelandair/
I hope this is helpful
Google Fi Wireless deceives and stonewalls its customers
I’m an organized Yale grad. I recognize that my credibility plunges if I exaggerate or misrepresent the facts I have summarized below.
I've been a loyal member of Google Fi since literally the day they launched in 2015. I know Fi’s system well. Aug 22, 2026 was the fifth time my two-year subscription expired and I was eligible for a phone upgrade to the next Pixel 9a, Fi's website informed me that the 9a was sold out and would not let me proceed to the next screen. I should mention that I worked in UI (User Interface) for Facebook, so I’m quite familiar with the back end of a consumer website.
I called Support and Google’s offshore call center person in the Philippines told me there was nothing she could do. I told her that this is my 5th upgrade, that I know the rules, that I have played by the rules, and now I want Google to honor their upgrade agreement. I asked for a Pixel 10a. She repeated there was nothing she could do. The call took just over 44 minutes. She gave me a case number but I never received emails or any kind of follow-up. I wrote to Google Fi:
"Sep 9 was the first time that I heard that Google fi's phone subscription service had been discontinued. I received no notice of this.
"The user interface in my account still suggests clearly that the phone subscription service continues, and it offered me an upgrade just as always in the past.
"As you saw in my screenshots, the upgrade to the 9A is frozen and sold out, with no option to continue in the upgrade process. This clearly suggests that there is still a phone subscription service, but it was sold out with no other options for me.
"The 1600 "credit" was, in my perception, ambiguous. This is not a great example of user interface. I doubt that I was the only person who misunderstood that you were simply telling me my financing limit. I had thought that I was being offered such a big credit because the pixel 9A was temporarily sold out, or as a reward for my loyal subscriptions for 11 years. All Google had to print was "credit line" instead of "credit" and all the ambiguity would be gone."
On Wednesday August 26th at 10:45 a.m. MST, I spent 44 minutes on the phone with Google Fi's offshore call center for customer support. They did not inform me that the program had been discontinued, and they clearly were not aware. She assigned me a case number but I never received any follow-up about it at all.
My case was then stuck for weeks while I waited. It turns out she gave me a fake case number: 5-0448000042825. A Fi staffer later wrote that, “The reference number you shared (5-044-800-0000-41825) is not a recognized Google Fi case ID format. Official Google Fi case IDs consist strictly of a 14-digit number.”
I wrote back to Garry, the Fi staffer, and said: “Gary, I have been a faithful and loyal supporter of Google since I switched over to Gmail in 2004. You guys are famous for being perfectionists who create great products that "just work." And making things right in the rare instances when things don't work. May I please ask a favor of you? I have spent literally dozens of hours, over 17 days, going through all the proper channels for support, with no results. Could you please comp me and [my wife] Karen a Google pixel 10a each? I think I have shown plenty of patience and good faith here, and I would be grateful for a one-time courtesy from y'all.”
Garry replied re: “the roadblock you ran into on the "Assign Device" page. Because Karen’s device was purchased from your account, our system currently registers the active promotional reservation under your account while that order is being processed and fulfilled. Because the promotion is limited to one active promotion per line, the system temporarily grays out your name until the pending device is officially activated.” This was all news to me. How could any customer possibly be aware of this?
Garry instructed me to: “Wait for Delivery & Activation: Once Karen’s Pixel 10a arrives, have her turn on the phone and complete activation on her line. Place Your Order: As soon as Karen’s line is active, the promotional hold clears. Your line will immediately show as eligible again on the store, allowing you to select your line, apply the $300 promotion, and trade in your Pixel 8a for the $100 value.
At this point, I was stunned that Google Fi kept coming up with all justifications that their customer interface had multiple, serious glitches, but Fi never once admitted a mistake or apologized. It seemed that Google’s Legal department had coached them to never admit mistakes, or something. I wrote back: “My wife Karen's Pixel 10a phone arrived today and I have registered it with her Fi account. You told me I could now order the same phone for myself, but the screenshot below shows that Fi's interface is still malfunctioning and I cannot order another Pixel 10a for myself. ALSO, the cost has jumped $50 while I was trusting in your instructions and waiting to order. THIS IS TIME-SENSITIVE!!! I leave for Korea in less than 2 weeks. Please send me a Pixel 10a 128 GB Lavender color with no device protection and a trade-in package immediately. And please honor the $200 price I SHOULD HAVE gotten if the interface had worked properly.
Garry replied that: “Regarding Karen's activation and your order eligibility: When a newly delivered device is activated on an existing group or family plan, our backend systems require up to 24 hours to fully sync the completed activation, clear the active promotional reservation, and refresh eligibility on the account. Because Karen just activated her phone today, the ordering interface has not yet updated to release the promotional lock for your line.”
On Sep 14, Garry wrote: “Regarding the $50 price change and your request to honor the original $200 pricing: Because this requires administrative review beyond standard front-line tool capabilities, I have escalated your case directly to our supervisory team for priority handling. A supervisor will review the pricing history, the activation delay, and your order requirements to assist with a direct resolution. You can expect a follow-up from supervisory support within 24 to 48 hours.” In fact, it took them 5 days to decide.
Fi’s email from a supervisor on Sep 17 was the most incredible to me of all: “Thank you for contacting the Google Fi Support Team. My name is Stella, one of the supervisors...Additionally, could you please provide me with the promotion terms and conditions for the device?” Gee, aren’t the T&C more the responsibility of the company, rather than the customer?
Two days later, a different supervisor felt the need to repeat the justifications they had previously sent me: “I would like to clarify a few important details regarding your account and options:
$1,600 Line of Credit: The $1,600 amount shown on your account is your approved total device financing credit limit. This is the maximum credit line available to finance hardware purchases through monthly installments, rather than a promotional discount, gift balance, or direct bill credit.
Phone Subscription & Trade-ins: The Google Fi Phone Subscription program has been officially discontinued. While upgrading or utilizing device options through the legacy subscription program, trade-ins cannot be attached directly to that specific flow. However, when you purchase a device through standard checkout, you can complete a trade-in. Please note our system policy allows one trade-in per device order.
Multiple Orders & Promotional Limits: Our system enforces a limit of one active promotional reservation per line at a time. Once your pending device arrives and is activated, the system limitation will clear, allowing you to proceed with ordering a second promotional device.
Regarding your request to honor the previous $200 price point for the Pixel 10a following the recent $50 price increase, I am currently coordinating directly with our supervisory team to review the interface blockers you experienced and determine if a price adjustment exception can be granted...Elsa”
On Sep 20, my now 3rd supervisor, Nikil, finally decided to credit my account $50 for the price difference. He wrote: “We see that you have filed an FCC complaint regarding this matter. As a result, your case has been escalated and is now being handled directly by a higher-level specialist. To avoid any confusion and maintain a single point of contact, we are closing this current support ticket. Please use Case ID 7-0506000041732 for all future follow-ups, as our specialist team will be communicating with you through that reference moving forward.”
On Sep 24 FedEx delivered my Pixel 10a to our landlord by mistake, so I won’t get the phone until tomorrow morning, only 24 hours before we fly to Seoul, Korea. I will not have time to charge the phone and make the data transfer, which took hours to do with my wife Karen’s new Pixel 10a (and it took a further two days to iron out the kinks and glitches resulting from an imperfect transfer). So I’ll have to take my old Pixel 8a, with its failing battery, to Korea and Japan for a month of rigorous travel. On the road is when I need my battery most.
I want to request that Google Fi credit me not only $50 for the difference in phone price, but an additional $470 for the dozens of hours and screenshots I put into this over 30+ days, pointing out to Google Fi what they should already know if they paid any attention to the user interface of their own website. Let's call it a "one-time courtesy." Do you feel this is a reasonable request?
So far, Google fi has offered me a total of $150 credit.
Thanks,
Dave
--
I really appreciate the time and attention you have paid to my case! I will follow your advice, and I'm grateful for it. Bless things on you and your work!
Obstructed View - Seatgeek
Hi everyone! I went to bad bunny in Puerto Rico and the seats were clearly obstructed. Not only was the equipment in the way but there was netting as well. When purchased the tickets did not mention them being obstructed. However the next day all those seats were then listed obstructed. I tried calling and escalated it to speak to a manager and they didn’t offer any solutions. I made a report to BBB and disputed the charge with my credit card and had no luck. Any ideas?
SeatGeek has a clear rule on this one. Its published policy says any ticket with an obstructed view has to be labeled that way on the site. Yours weren’t labeled when you bought them. The fact that those same seats were relabeled as obstructed the next day helps your case a lot. It suggests someone knew there was a problem.
I have a few questions before you take the next step. Do you have a screenshot of the original listing or your order confirmation showing no obstruction warning? Did you capture the relabeled listing after the fact? Do you have photos from your seats? If you have any of those, I think you’re in good shape.
I’d skip the call center at this point and write a brief, polite email to a SeatGeek executive. Include your order number, the photos and the before-and-after listings. Ask for a refund under the buyer guarantee. We list the names and email addresses of SeatGeek’s executives in the Company Contacts section of elliott.org. I’ve seen this work. A reader who couldn’t see a Mets spring training game because of an ESPN cameraman got a $150 credit after we asked SeatGeek to review his case.
A Nebraska fan got a full refund for obstructed Husker seats after a local TV station stepped in.
On the credit card dispute, ask your card issuer whether you can appeal the decision with new evidence. The listing change is exactly the kind of documentation that can reopen a case. You could also file a complaint with DACO, Puerto Rico’s Department of Consumer Affairs. The event happened in Puerto Rico, so it’s a reasonable place to try.
If SeatGeek still won’t help, please let me know.
Need Assistance with Airbnb - Host was negligent in securing property
Hi all,
I recently encountered a home intruder while staying at an Airbnb. I have since reached out to Airbnb's customer support and asked them to delist the host for safety reasons, but they have not. As it turns out, the intruder had been secretly living in the basement of the Airbnb. The intruder was arrested onsite. As it turns out, the intruder is also a sex offender. Based off of what I overheard the intruder doing, I think the intruder intended to hurt my roommates.
The police report noted that the basement door lock was broken, that the basement reeked of urine (indicating the intruder had been there for some time), and that makeshift bedding was present. Thereby showing that the host was negligent in adequately securing the property. The host did not hire a professional cleaner or anything like that to remediate the urine issue. Instead, the host drilled down the basement door and put up a decoy home security sign.
It scares me to think about how many guests stayed at this Airbnb and did not know there was an intruder secretly living in the basement. I sent the entire police report to Airbnb customer support and escalated the issue to their executive team, but Airbnb did not delist the host. This property is NOT safe. For future guests' safety, the host needs to be delisted entirely. I also learned that the home does not have a short-term rental permit either, which is required in the city where it happened.
I have attached a portion of the police report. Airbnb has yet to delist the host, despite major security issues.
What a frightening situation. You did the right thing by notifying the police so the situation could be properly addressed, and then reporting the incident to Airbnb.
For the safety of future guests, Airbnb should investigate the matter in coordination with law enforcement and the host and take whatever action it believes is appropriate. Depending on the circumstances and the host’s response, Airbnb may give the host an opportunity to address the issues and demonstrate that appropriate steps have been taken to protect future guests. Alternatively, at its discretion, Airbnb may suspend or remove the property from its platform.
Unfortunately, based on our experience, Airbnb generally will not disclose the details of any action it takes in an individual case, even when we are involved in the matter. That can be frustrating, particularly when you have raised a legitimate safety concern and would like to know what was done to prevent it from happening again.
As a consumer, you can also leave a factual review of your stay. Be sure to review Airbnb’s current review guidelines and keep the review limited to what you personally experienced and can substantiate. Reviews containing allegations that Airbnb determines cannot be supported may be removed. Your firsthand account can nevertheless be useful to future guests when deciding whether to book the property. In general, a review should remain associated with the host’s profile even if the particular listing is later suspended or deactivated.
Ultimately, you also have the choice not to use Airbnb again if you believe the company did not handle the situation appropriately. That is one of the most direct ways consumers can express their dissatisfaction with how a company responds to a serious concern.
As for the permitting issue, you can report that directly to the appropriate city or local government agency. Depending on the jurisdiction and its regulations, the city may take action against the host or require the property to come into compliance. Hosts are generally responsible for obtaining and maintaining any permits or licenses required to operate a short-term rental. If the appropriate government authority notifies Airbnb that a property is operating without required authorization, Airbnb may also take action against the listing, including removing or suspending it until the issue is resolved.
I hope this information is helpful.
SEVERE STOMACH ISSUES
On 9/9/26 I got horrible diarrhea from organic arugula purchased at Stop&Shop. I immediately was directed to and reported to customer service. They opened a case. After 3 repeat calls, I filed a "risk management" case. Each agent assured me they'd get back to me right away. I never heard from any of them. It's now been a month. I had blood and stool work done after seeing my doctor. I am still suffering, tho not as badly, and lost 5 lbs. Suggestions?
I'm sorry that you had that experience. Let's assume that they did get back to you - what were you expecting to happen during this outreach? Have you evidence that the product was tainted and is the direct cause of your illness?
Looking for advice/help with a Ticketmaster issue — Backstreet Boys Toronto residency
Hi everyone! I’m hoping someone here can point me in the right direction or share advice if they’ve experienced something similar with Ticketmaster.
I purchased 8 tickets for the Backstreet Boys show at Rogers Centre on February 20, 2027 (Section 30, Row 3, Seats 1–8) for a total of $5,530.80 CAD ($691.35 per ticket).
At the time of purchase, my seats were not identified as obstructed-view seats. When I contacted Ticketmaster to clarify the seating, I was initially told the seats were not obstructed. However, Ticketmaster has since provided contradictory information, and the same seats are now being sold as obstructed-view seats at approximately half the price.
I’ve been going back and forth with Ticketmaster, but they’ve refused to offer a reasonable resolution. I’m requesting a price adjustment of $268.05 per ticket, or $2,144.40 CAD total, to reflect the difference in value.
I believe this raises serious concerns about transparency and potentially misleading seating information, and I know other Backstreet Boys fans may be experiencing similar issues.
Has anyone successfully resolved a similar issue with Ticketmaster?
Any advice, contacts, or suggestions would be greatly appreciated. I’m happy to share more details privately, including the correspondence with Ticketmaster.
Thank you! ❤
Edited Monday
my instagram account got disabled and got hacked
my instagram account matthewwbosman got hacked and they are from mountain view california and they are used my account for a dating site without my permission and it disabled the account and i appeal one time on the app then denied it and it got hacked on september 1st 2026
and i need it back because i has my friends and wrestling people and events that i go to and my instagram account that is coonected to facebook is now suspeneded because of this hacked did
please i need my account back because my family and friends is worried that i am not on there because of the suspeneded on facebook
Matthew Bosman was that the first attempt to reactivate the account?
United Airlines fiasco
I recently took a trip with United airlines. Traveling from Houston, TX IAH to Durango, CO with a layover through Denver airport. Initially, my layover should have been 45mins. It ended up going into five hours, with multiple gate changes. I am a senior and was traveling alone. I attempted to get another flight at the airport with the attendant at the gate, however they handed me a card with a QR code and said I had to use that method of contact. I tried, no one ever answered. Therefore, I was stuck through the duration of five hours of waiting for my one hour flight to DRO airport in Durango, CO. I missed my family event. In addition, family waiting at the airport waiting for my arrival missed our event waiting for my arrival. We were to drive from Durango to Pagosa, CO which was an hour from the airport. I immediately contacted United once I was finally able to arrive in Pagosa. I was advised they could not do anything until the entire flight was completed. Meaning, I returned home. Once I did, I filed a complaint and asked for a refund on my ticket explaining everything. They offered me 2500 miles to which I declined. For all the anxiety, for myself and family and missing my family event that is not appropriate compensation. Please, does anyone have feedback? Offer advice on how to elevate this to seek reimbursement on this situation please.
Thank you.
Hello Dwayne,
Thank you so much for your feedback and valuable information. I was unaware of this and will seek this new path.
Thank you again.
Travel Insurance
Writing on here on the advice of Chris Elliott---My wife's daughter is mentally ill and has a young child. She had gone "off her meds" twice and we had to care for the child on an emergency basis. In booking our annual trip to Maui I was told that the daughter was acting "a bit odd" so I did something I had never done before, I bought flight insurance. Fast forward: she's off her meds and we have the child, an exhausting four year old. Travel is out. I contact Alaska to cancel the flights and they tell me that insurance will void unless I cancel the flights through Allianz Global(?). I call Allianz and they tell me that my situation isn't covered. But I notice something generally categorized as "Legal" and because we are in court to get legal temporary guardianship (required for medical and other reasons) I check that box. The daughter is currently hospitalized if that works. I had no idea that travel insurance was so narrowly defined. Am I out of luck? Thanks for anything you have to offer.
Thank you very much for the help/advice. This is a really cool thing. I am not much for technology but this is a real benefit---that I hope not to use again but will tell anyone who might use it.
ITA Airways complete runaround and disregard for Montreal Convention!
Media question from Peter Porcaro
Company you have a question or a comment about: Alitalia
Our flight from Rome, Italy to Catania airport on ITA Airways was cancelled on 9/14/2026 due to eruption of Mt Etna. We were re-booked on a flight that day to Palermo airport, our bags never showed up. We rented a vehicle and proceeded to drive over 1100km over the next 5 days trying to relocate our bags as the airline was absolutely no help at all. We had to drive from Agrigento where we were staying to Palermo airport twice (314km roundtrip) and to Catania airport (330km roundtrip) and only found our bags because we made those trips. The person at Catania airport told us our bags had been delivered to Palermo airport which is why we had to make the 2nd there. The airline has been completely non-responsive. I have called numerous times and sent at least 4 emails to ITA Airways, all of which have been responded to with re-directing me to somewhere else or advising the email address I sent to is no longer active. I was never given a copy of my PIR report (because the extremely rude agent was overwhelmed with the 40 plus people trying to file a claim at midnight) but I have the code which is: CBSAA73263. I spent 3 hours filling out their lost baggage form yesterday only to be told that PIR code is not found. The last email I got from them indicated that my "case was closed" and they gave me a Report #0631-6144. Ironically, I called the automated line today and had to speak the PIR code, if incorrect, I would not have been put through. I was however allowed to proceed using that PIR code and the recording says my bags have not yet been found! A complete runaround! I am aware of Montreal Convention law and the 21 days from when my bags were found to submit a claim, I am currently in day 17, however I have printed out time stamped emails that I sent to them and the responses I got from them. Clearly they are ignoring all of my emails!
What's your desired resolution? My wife and I would like to be reimbursed for the expenses we incurred as result of our luggage being lost. Those expenses include the rental of a vehicle, the gas used, clothing and essential purchases and a new piece of luggage that they damaged as well as the necessity to rent an airbnb in Palermo. Additionally, while there may be no monetary value I can attach, the hoops they put us through on 9/14/2026 certainly deserve some sort of compensation. They made us wait a total of 6 hours on lines needlessly because of mis-information. I will gladly add the pretty long specific description of events that I tried to send them in my online claim if it helps or is needed. I also have copies of all receipts or credit card charges for all purchases
I understand what you are saying and I will try to submit using those letters with the numbers I have. However, when I called the automated line at ITA Airways, I had to use the PIR code that I had to continue access and it worked. Very confusing!
Avis $19,970.70 Damage Demand: Model Mismatch, 693 Post-Return Miles, & Escalated Demand (Claim #2690294414)
Hello Christopher and Elliott Advocacy Community,
I’m posting here as requested because I’m hoping you can help me with an unresolved dispute with Avis Budget Group after a rental at Westchester County Airport (HPN) in New York.
I have tried repeatedly to resolve this directly with Avis, but I continue to get rejected without what I believe are basic questions about the claim being answered.
The rental
Rental Agreement: #657649285
Avis Claim: #2690294414
Vehicle: 2026 Volvo XC90 SUV
Original amount claimed: $9,647.41
Current amount claimed: $19,970.70
What concerns me most is that there are several significant discrepancies in Avis's own records.
1. Avis identified the wrong vehicle
The vehicle I rented and returned was a 2026 Volvo XC90 SUV.
However, Avis's original damage demand and Page 8 of its claim dossier identify the vehicle as a Volvo V90 Cross Country.
I have pointed this out to Avis, but I have not received a meaningful explanation for why the vehicle is incorrectly identified in the claim documents.
2. There are 693 unexplained miles
This is probably the biggest issue that I have been unable to get an answer about.
When I returned the vehicle, my return receipt showed 5,115 miles on the odometer.
Later appraisal documents provided by Avis show the vehicle at 5,808 miles.
That's a difference of 693 miles.
I had already returned the vehicle, so I don't know how or why those additional miles were put on it. At that point, the vehicle was in Avis's possession.
I have repeatedly asked Avis to explain those 693 miles, but I still don't have an answer.
3. Avis increased the claim by more than $10,000 after telling me it wouldn't
On June 19, 2026, Cindy Hepler, a Central Recovery Specialist with Avis, told me in writing that no further estimates or supplementals would be created.
I relied on that statement.
Despite that, Avis later created something called "Supplement 1" and increased the amount being demanded from $9,647.41 to $19,970.70.
That's an increase of $10,323.29.
I have asked Avis for a clear, itemized explanation of how and why the amount more than doubled, especially after I was told there would be no further supplementals. I have not received a satisfactory explanation.
4. I was also denied the opportunity for a pre-repair inspection
I disputed the damage claim and requested the opportunity to inspect the vehicle before repairs were made.
I believe Avis's handling of that request violated the inspection rights provided under N.Y. GBL § 396-z.
Where things stand now
After trying to resolve everything with Avis, I reached the point where I could no longer get the issues addressed internally.
On October 5, 2026, Avis Executive Client Relations gave me a final rejection. They declined to reopen the matter or address the discrepancies I had raised.
I have since taken the matter to the Westchester County District Attorney's Office, Frauds & Consumer Protection Bureau, following a referral from NYC DCWP.
I also have complaints open with:
New York State Attorney General: Ref. #1-1370276562
BBB: ID #25327137
What I am asking Avis to do
At this point, I am simply asking Avis to take a fresh look at the claim and reconcile its own records.
I would like Avis to:
Reopen and audit Claim #2690294414;
Explain why the wrong vehicle is identified in the claim documents;
Explain the additional 693 miles recorded after I returned the vehicle;
Provide a complete explanation and itemization of the increase from $9,647.41 to $19,970.70;
Address the written June 19 commitment that no further estimates or supplementals would be created;
Cancel the disputed $19,970.70 balance;
Confirm that I owe $0; and
Make sure this disputed claim does not result in the suspension or loss of my Avis Wizard Profile.
I travel every week for work, so losing access to my Avis account would create a serious problem for me.
I'm not asking for special treatment. I just want Avis to review the records, explain the discrepancies, and correct the claim if the records don't support what they are charging me.
I have kept the rental agreement, return receipt, claim documents, appraisals, correspondence, and records from the agencies I've contacted, and I can provide them if needed.
Thank you, Christopher and everyone in the Elliott Advocacy community, for taking the time to read this and for any guidance you can provide.
Don’t pay this claim. Avis hasn’t shown that the damage happened while the car was in your possession, and its own records raise very serious doubts. The claim file lists the wrong model. The odometer reading jumped 693 miles after you returned the car. Then the demand doubled after an Avis employee told you in writing there wouldn’t be any more supplements. Any one of those problems would be enough to question the claim. Together, they suggest Avis needs to check its own work before it asks you for a dime.
I wish I could tell you our advocates could get Avis to take a second look. Unfortunately, Avis has been highly unresponsive to us lately. With its executive client relations team already closing the door on you, I think state regulators are your best option. You’ve done the right thing by filing with the New York attorney general and the Westchester County district attorney’s consumer fraud bureau. Stay on top of both cases. If either office asks for documents, send everything, including the June 19 message from Cindy Hepler, your return receipt showing 5,115 miles and the appraisal showing 5,808.
If Avis turns this over to a collection agency, dispute the debt in writing within 30 days and ask the agency to validate it. Don’t let anyone talk you into a payment plan, even a small one. Keep notes on every phone call, with names and dates.
I can’t promise Avis won’t touch your Wizard profile. That’s its call. Given how much you travel, I’d line up an account with a second rental company now so a suspension doesn’t leave you stranded on a work trip.
Please keep us posted on what the AG and the DA’s office tell you.
Airbnb removed my honeymoon review for "coercion" based on WhatsApp messages I never sent
Airbnb punished me based on messages I never sent after I wrote an honest review about a genuinely terrible stay with a defensive host.
What happened:
My wife and I got married on September 1, and this trip was our honeymoon. We'd spent months planning it, and Istanbul was the last stop. We booked a spot in Beyoğlu (Sep 25–29) because the listing promised a quiet residential area.
It wasn't. On our first night, bass-heavy music from a festival at Galataport started up and didn't stop. It woke us at 3 AM Friday, ran until midnight Saturday, and came back again Sunday. The host told us the venue was 1.5–2km away. We could see it happening from our balcony. When we raised it, we were told it was unlikely to be the festival, and even after I sent him video, he said there'd be no festival the next day. There was.
We ended up sleeping on a mattress in the living room, on our honeymoon. On top of that, the bathroom and bedroom smelled of sewage, the bedroom AC barely worked, and there was no wifi in the bedroom.
Every time I raised something, I stayed calm and sent evidence. Every time, it was downplayed or doubted. Zero sympathy, just telling us we were being difficult and had an “accusatory tone.” I’ve never be spoken to like that from a host in over 40 stays. Before arrival, he offered to arrange our airport transfers and asked for our return flight details. The night before we left, he told us the transfer only covered arrival then argued the semantics/wording. When I pushed back, he accused me of bad faith and said that had he known how we'd communicate, he wouldn't have accepted our booking. We were guests, and we were being treated as a problem for pointing out things that were true.
After checkout, I wrote an honest review. Airbnb removed it, saying it was "pressure or coercion." I had never mentioned a review to the host. I asked once, politely, for a one-night goodwill refund, and when he said no, I accepted it. That was the end of it.
How I Found Out:
For days, Airbnb Support told me only that my review was removed for "pressure or coercion," that the whole review counted as coercion, and that there was no appeal process. Nobody would tell me what evidence they'd used.
So I wrote to Gus Fuldner, Airbnb's Head of Global Operations. My case went to Executive Escalations, and a Senior Case Manager finally told me the basis for the removal: WhatsApp messages the host had submitted, supposedly from me. They quoted me saying, "I've already written a negative review, if you don't refund me for three nights, I'll post it," along with a profane threat.
I never sent those messages. I never wrote that, I never mentioned a review to this host, and I never asked for three nights. There is no such conversation on my phone or my wife's. The only refund I ever asked for was one night, once, politely, and I accepted his no.
Those messages did not come from me. Someone made them look like they did, and Airbnb accepted them without checking them against my phone number, then punished me on the strength of them.
Why this is wrong:
It doesn't match Airbnb's own policy. Airbnb defines coercion as threatening or trading a review for something. I never did either.
The same facts were judged in opposite directions. After my review came down, the host posted one about me built around the same refund request, claiming I left the place dirty. His stayed up, and my two disputes against it were denied.
Airbnb's own Resolution team sided with me on the transfer dispute with this same host and reimbursed my fare.
There's no way to correct an error. Support told me there's no appeal, so unverified screenshots decided the outcome.
Where it stands:
My case is with Executive Escalations. The host was given 24 hours to submit more evidence, and he did. Airbnb says a decision is due October 8. I've asked what he submitted and whether I'll get to respond to it before a decision is made. A warning was also placed on my account, and I've asked for it to be marked as disputed while the review is ongoing.
What I'm asking for
The warning removed from my account
My review reinstated
The host's review of me removed
Written confirmation that the messages weren't sent from my number
I'm happy to share the full paper trail, including emails, the host's messages and my noise videos.
Oh no. A honeymoon should end with good memories, not with you and your wife sleeping on a living room mattress while a festival thumps across the water. Then to have your review pulled because of messages you say you never sent? Not good!
I’d like to see the paper trail. Please send everything you have, including your full message history with the host (on Airbnb and WhatsApp), the emails from Airbnb support and Executive Escalations, your noise videos and the host’s review of you. Be sure to black out any personal information for the forum.
If the Senior Case Manager’s note quotes the WhatsApp messages, include that too. A screenshot of your WhatsApp showing no conversation with the host’s number would also help.
I want to be upfront with you about the odds. We’ve never had Airbnb reinstate a removed review, at least not that we know of. Its review policy enforcement is a black box. The company doesn’t show guests the evidence against them, doesn’t offer a real appeal and rarely explains its decisions. You’ve already gotten further than most people by finding out what the host submitted.
The fabricated messages are the strongest part of your case. If someone sent Airbnb texts that didn’t come from your number, that’s a far bigger problem for the company than a disputed review. I’d ask Airbnb, in writing, which phone number those messages came from.
Airbnb said it would make a decision by Oct. 8. Have you heard anything yet?
Turo- mental harrassment and false claim
My family booked a 8 seater on Halifax through Turo. It was a 2013 Odyssey with 235k miles. Two hours in the drive and there was smoke from the ar. We had to abandon (after calling Turo- and the vehicle owner) and take a taxi to our hotel in Moncton. Turo promised to reimburse the taxis. So far they have not despite multiple reminders.
In a follow up call they also promised to reimburse our return trip from Moncton to Halifax asbyh I could not provide any alternative vehicle. Again they are now denying this.
They have now Infact filed a claim stating that we drove while the engine was HOT and that caused the engine to fail. They have already swiped 4,900 Cad from our credit card with no response on how a renter can be responsible for a coolant leak that caused the engine damage.
Any help / suggestions are appreciated . Posing here is an email trail with regards the false claim::
Hello Abhinav,
Thank you for contacting Turo, this is Celeste from Turo Claims. I hope this email finds you well.
Regarding your emails, I understand your concerns about your financial responsibility and I'll be more than glad to explain this point better for you.
According to the certified mechanic diagnosis, the car suffered catastrophic head gasket failure from prolonged, active overheating. The dashboard temperature gauge and warning lights would have been visibly active for a significant period before the engine smoked and died on the highway. Continuing to operate the vehicle under active overheating conditions constitutes driver negligence, directly resulting in total engine failure.
Taking into consideration those points, you are liable for engine replacement costs due to negligence/continued operation after overheating warnings. As a friendly reminder, as per our Terms of Service, the guest that booked the trip (“primary guest”) is financially responsible for all physical damage to or theft of a booked vehicle that occurs during a trip, plus any additional costs and fees resulting from damage of any kind to the vehicle, regardless of who is found to be at fault.
Having said this, as the diagnostic confirms that the claimed damage occurred during the trip, I am afraid that the coverage decision stands and we cannot forward your case for further review.
In case you have any questions, please don't hesitate to contact us.
All the best,
Celeste
Turo Claims Associate
From: "Abhinav Behari" <[email protected]>
Subject: Re: Turo Claim Payment 1052064
Date: 10/06/2026 1:55 PM
To: <live-replyto-11030.1f5f158e-c1ee-43ed-93b9-74b4e9d5fe19@email.prod.us.origamirisk.com>
Also on top I have also asked for call recordings made the day and over the next few weeks multiple times and have not received a response yet.
Please escalate to your PIPEDA compliance team and never heard back.
Regards,
Abhinav
On Tue, Oct 6, 2026, 5:11 a.m. Abhinav Behari <[email protected]> wrote:
Hi
As the primary reason stated in your attachment is a coolant leak, how is that caused by the driver/renter?
A coolant leak was possibly caused prior to the rental (2 hours) and is not something tgat can physically inspected before.
What proof does Turo have that the leak was not there before?
Intact this was a safety hazard putting me and family at risk
Thanks
On Mon, Oct 5, 2026, 1:28 p.m. Turo <[email protected]> wrote:
The following links can be used to download the file attachments related to this email. These links will be good for 7 days. Please download the files before they expire.Nilesh's Rental.pdf (190 KB)Troubleshoot - 504607 - HONDA - Odyssey - 2014.pdf (37.9 MB)Diagnosis report.pdf (2.9 MB)pre odometer.jpg (54 KB)
Hello Abhinav,
Thanks for your patience while we reviewed your damage claim. We’ve determined that this claim is eligible for coverage.
In this email, I’ll break down the cost of the claim. Then, I’ll let you know your balance due. Finally, I’ll offer some suggestions for how you may be able to reduce your out-of-pocket costs.
As a reminder, your protection plan is voided. That means you’re fully financially responsible for this damage claim. The reason why physical damage in voided is because the protection does not cover mechanical damages.
Breakdown of claim costs:
The total cost of this claim is: $4,841.16
Damage amount: $4,741.16
Processing fees: $100.00
Balance due:
You’ve already paid: $00.00. The amount you owe for this claim is: $4,841.16.
We’ll charge your payment card for the amount owed in about 48 hours. If you paid for your trip with Apple Pay or Google Pay, you’ll need to add a payment card to cover these charges. If you paid for your trip with a debit or credit card, add a new card to your account if the card on file can’t cover the charges.
Please keep in mind that a supplement might be needed based on the repair shop’s inability to complete the repairs within the estimated repair cost. We’ll let you know if this happens and if there are any additional damage costs to you.
You may be able to reduce your out-of-pocket costs if:
you have personal automobile insurance
you were using the Turo vehicle for business purposes
anyone in your household has an insured vehicle
If any of the above conditions apply, please reply to this email and let us know. If you have it, send us the name of the insurance carrier and policy number. Otherwise, send us the information you do have, and we’ll work with you to find a policy to cover the loss. Your personal insurance may help reduce your out-of-pocket expenses, follow this link to complete the insurance intake form, Axle.
I’ve attached the estimate and damage photos for your records.
All the best,
Carlos
Turo Claims Associate
Replies to this email message will be saved with our email records.
Replies to this email message will be saved with our email records.
Hi
Why did the car over heat, were there existing mechanical issues with the car? In all my driving h history I have never heard of a well maintained car suddenly overheat. Have you?
Can you please clearly state how long the car was driven when over heated? We were on a highway and as such stopped at the closest safe point.
Regards
Abhinav
Hide quoted text
On Wed, Oct 7, 2026, 2:56 p.m. Turo <[email protected]> wrote:
Hello Abhinav,
Thank you for contacting Turo, this is Celeste from Turo Claims. I hope this email finds you well.
Regarding your emails, I understand your concerns about your financial responsibility and I'll be more than glad to explain this point better for you.
According to the certified mechanic diagnosis, the car suffered catastrophic head gasket failure from prolonged, active overheating. The dashboard temperature gauge and warning lights would have been visibly active for a significant period before the engine smoked and died on the highway. Continuing to operate the vehicle under active overheating conditions constitutes driver negligence, directly resulting in total engine failure.
Taking into consideration those points, you are liable for engine replacement costs due to negligence/continued operation after overheating warnings. As a friendly reminder, as per our Terms of Service, the guest that booked the trip (“primary guest”) is financially responsible for all physical damage to or theft of a booked vehicle that occurs during a trip, plus any additional costs and fees resulting from damage of any kind to the vehicle, regardless of who is found to be at fault.
Having said this, as the diagnostic confirms that the claimed damage occurred during the trip, I am afraid that the coverage decision stands and we cannot forward your case for further review.
In case you have any questions, please don't hesitate to contact us.All the best,
Celeste
Turo Claims Associate
From: "Abhinav Behari" <[email protected]>
Subject: Re: Turo Claim Payment 1052064
Date: 10/06/2026 1:55 PM
To: <live-replyto-11030.1f5f158e-c1ee-43ed-93b9-74b4e9d5fe19@email.prod.us.origamirisk.com>
Also on top I have also asked for call recordings made the day and over the next few weeks multiple times and have not received a response yet.
Please escalate to your PIPEDA compliance team and never heard back.
Regards,
Abhinav
On Tue, Oct 6, 2026, 5:11 a.m. Abhinav Behari <[email protected]> wrote:
Hi
As the primary reason stated in your attachment is a coolant leak, how is that caused by the driver/renter?
A coolant leak was possibly caused prior to the rental (2 hours) and is not something tgat can physically inspected before.
What proof does Turo have that the leak was not there before?
Intact this was a safety hazard putting me and family at risk
Thanks
On Mon, Oct 5, 2026, 1:28 p.m. Turo <[email protected]> wrote:
The following links can be used to download the file attachments related to this email. These links will be good for 7 days. Please download the files before they expire.Nilesh's Rental.pdf (190 KB)Troubleshoot - 504607 - HONDA - Odyssey - 2014.pdf (37.9 MB)Diagnosis report.pdf (2.9 MB)pre odometer.jpg (54 KB)
Hello Abhinav,
Thanks for your patience while we reviewed your damage claim. We’ve determined that this claim is eligible for coverage.
In this email, I’ll break down the cost of the claim. Then, I’ll let you know your balance due. Finally, I’ll offer some suggestions for how you may be able to reduce your out-of-pocket costs.
As a reminder, your protection plan is voided. That means you’re fully financially responsible for this damage claim. The reason why physical damage in voided is because the protection does not cover mechanical damages.
Breakdown of claim costs:
The total cost of this claim is: $4,841.16
Damage amount: $4,741.16
Processing fees: $100.00
Balance due:
You’ve already paid: $00.00. The amount you owe for this claim is: $4,841.16.
We’ll charge your payment card for the amount owed in about 48 hours. If you paid for your trip with Apple Pay or Google Pay, you’ll need to add a payment card to cover these charges. If you paid for your trip with a debit or credit card, add a new card to your account if the card on file can’t cover the charges.
Please keep in mind that a supplement might be needed based on the repair shop’s inability to complete the repairs within the estimated repair cost. We’ll let you know if this happens and if there are any additional damage costs to you.
You may be able to reduce your out-of-pocket costs if:
you have personal automobile insurance
you were using the Turo vehicle for business purposes
anyone in your household has an insured vehicle
If any of the above conditions apply, please reply to this email and let us know. If you have it, send us the name of the insurance carrier and policy number. Otherwise, send us the information you do have, and we’ll work with you to find a policy to cover the loss. Your personal insurance may help reduce your out-of-pocket expenses, follow this link to complete the insurance intake form, Axle.
I’ve attached the estimate and damage photos for your records.
All the best,
Carlos
Turo Claims Associate
Replies to this email message will be saved with our email records.
Replies to this email message will be saved with our email records.
Yikes. Watching smoke pour out of a minivan on the highway with your family inside is a vacation-ender. And getting a $4,841.16 bill for it adds a whole new layer of stress.
Turo's emails seem to contradict each other. Carlos wrote that your protection plan was voided because it doesn't cover mechanical damage. In other words, Turo treated this as a mechanical failure. Celeste then said you're liable because you kept driving after the warning lights came on.
You say the diagnosis lists a coolant leak as the primary cause. If so, the real question is how long that leak was there before you picked up the car. A minivan more than a decade old with 235,000 miles on the odometer doesn't blow a head gasket out of nowhere.
Ask Turo in writing for the host's maintenance and service records. Also ask what evidence the mechanic used to conclude the overheating was "prolonged." If the vehicle has a telematics device, ask for that data too. Turo is asking you to pay for an engine. It should be able to show you the basis for that.
While it's fresh, write down your timeline. When did you first notice a warning light, if you saw one at all? When did you pull over? Your phone log will show exactly when you called Turo and the host. If those calls came within minutes of the smoke, that undercuts the claim that you ignored warnings for "a significant period."
Download the attachments from Carlos' Oct. 5 email right away. Those links expire after seven days, so they'll stop working around Oct. 12. You'll need the diagnosis report for everything that follows.
Turo has already charged your card. You might consider calling your card issuer and disputing the charge. Explain that you're contesting liability, that the diagnosis points to a coolant leak and that Turo hasn't produced evidence you caused it.
The taxi reimbursement and the return trip are separate promises. Send Turo a short email with your receipts, the date and time of each call where an agent made the promise and the agent's name if you have it. Keep it apart from the damage claim so it doesn't get lost.
On the call recordings, send your request to Turo's privacy officer, not the claims team. Under PIPEDA, a company generally has 30 days to respond to a written request for your personal information. If Turo misses that deadline, you can file a complaint with the Office of the Privacy Commissioner of Canada. Those recordings could confirm what agents promised you.
Turo's claims email also suggests filing with your own auto insurer. I'd hold off on that until the liability question is settled. A claim on your own policy could affect your premiums.
Next, send a polite, one-page email to one of the Turo executives we list on our site. Ask for the $4,841.16 charge to be reversed, your taxi costs reimbursed and the call recordings released.
https://www.elliott.org/company-contacts/turo/
If none of that works, small claims court in Nova Scotia is an option. I'm not a lawyer, but a coolant leak on a high-mileage vehicle is the kind of question a judge can weigh fairly quickly.
Hotel booking through Delta turns out to be Expedia, now no refund
We booked a couple hotel stays through carsandstays.delta.com. We had to cancel our trip entirely due to my wife and I both catching a bad virus. The hotels would not work with us directly on the cancellation/refund, so we went through a chat agent on the Delta site. They were able to "negotiate" 1/2 refund for the first hotel (2 night stay at the Hampton Inn Downtown Providence) but 0 for the second hotel (3 night stay at the Hyatt House in Waltham MA) even though we cancelled more than 24 hours in advance of the arrival date. We called the Hyatt House directly and spoke with a manager who said she couldn't help us because the hotel was actually booked through Expedia and was pre-paid. We are confused by this Hotel-Delta-Expedia connection. Would not have booked using Expedia as we've heard so many bad things about them. We feel fooled and ripped off and never plan to use a third party booking site again. Has anyone had any luck getting a refund or credit in a similar situation?
I will try this! Thank you Connie!
Stolen property from refund
I returned a camera I left my 569 dollar memory card in it I called the store the next day to ask was it still there they said yes I return the next day to the store to retrieve my memory card I waited a hour why they look for the camera I was told the camera was stolen then the manager said it was nothing she could do but file a police report, I also filed a police
report I got in touch with cooperate who said they can't say for sure if the memory card was in there so they offered 50 dollars I refused it because
not only was memory card in the camera it had pictures & videos on that memory card
Kim, at this point, I think your best option may be to consult with an attorney to determine whether the company could have any legal liability under these circumstances. Because the card was inadvertently left in the product, and the company was not made aware of either the card or its value at the time, it is unlikely that the company will accept responsibility for the loss. That may make it very difficult to persuade the company to provide compensation beyond the goodwill gesture it has already offered.
If an attorney believes you have a viable claim, another option would be to pursue the matter in small claims court. For a relatively modest amount in dispute, small claims may be a more practical and considerably less expensive alternative to retaining an attorney. Ultimately, the court could determine whether the company bears responsibility for the loss and, if so, whether you are entitled to compensation.
Costco dropped the ball at my cost of$1932
I booked a vacation through Costco travel to Maui. When the final itinerary was sent to me I realized my first class seats were not listed and when I reached out to an agent at Costco travel he told me nothing could be done at this point but if he booked the first class tickets he would certainly have secured seats for me, 82 years old and my travel partner, 87 years old together.
I had no choice but cancel my 20.5K vacation. The penalty I endured is $1936.
I feel Costco should reimburse me for the full amount. So far only $400 is offered
This is an unfortunate situation. Airlines typically do not make every seat available for advance seat selection, so it is possible that, even though you were booked in First Class, the agent was unable to secure a specific seat assignment in that cabin in advance. The airline may also charge an additional fee for advance seat selection. If advance seat selection is not available, you can typically select a seat during online check-in, which generally opens 24 hours before departure.
Even when a seat is assigned in advance, however, there is generally no guarantee that you will ultimately receive that seat. Airlines reserve the right to change seat assignments for operational reasons, aircraft changes, or other legitimate circumstances.
That said, if you specifically instructed the agent—preferably in writing—that you wanted to proceed with the booking only if advance seat assignments were available, you may have grounds to ask the company to waive the cancellation fee. Your case would be considerably stronger if you have documentation showing that this was an express condition of the purchase and that the agent agreed to it.
The below-linked article, along with our company executive contacts, will provide information on how to address the issue with the company for resolution, or a goodwill gesture if the advance seating wasn't a condition of the booking:
https://www.elliott.org/company-contacts/costco/
I hope this is helpful.
Experian Frustration
I have frozen my Experian acct and when necessary, am able to unfreeze it. But for some reason, the phone number associated with the acct is off by one digit (I may have entered in wrong originally but don't think so.) Anyway, all attempts to correct the number have proved fruitless. It requires a txt code to that number - so of course doesn't work - or an eMail code. The eMail code never arrives. You can not call Experian - a never ending voice tree - and messages so far have never been addressed. Any thoughts on fixing this phone number issue?
Very helpful, thank you. FH
Help recovering a disabled account
Someone accessed my account while I was asleep, and at exactly 4:27 AM on...
On October 6th, all my Meta accounts (Instagram and Facebook) were permanently deleted.
They were disabled due to issues involving minors—something for which I have absolutely no
explanation. I cannot contact Meta in any way, nor have I received an
explanation of what happened; I only know that I lost access to my account.
The night before, when I woke up, I found emails stating that all my
accounts had been deactivated at 4:27 AM. I appealed the decision, but they
refused to help. Please, I need to get them back; this is all a mistake.
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