Holiday Inn Brooklyn falsely marked prepaid room as "no-show", security evicted me at 8PM, NY AG involved – Need advice on $1,500 settlement
Hi everyone,
I’m looking for advice on escalating a hotel dispute. I had a 6-night stay at the Holiday Inn Brooklyn Downtown fully prepaid ($2,356.59). On Oct 29, they falsely marked it as a "no-show," demanded I pay the $2,356.59 again, and when I refused, security forcibly escorted me out at 8:00 PM.
I have written proof from the GM admitting the "no-show" was a clerical error, and Booking.com has finally processed the full $2,356.59 refund back to the cardholder.
However, the hotel is refusing to compensate me for the unlawful eviction and the disruption to my professional production schedule. I have filed formal complaints with the NY State Attorney General (Intake #1-1391077092), NYC DCWP, and the BBB. The GM went completely silent after I filed the AG complaint.
My question: How can I get IHG Corporate to pay the $1,500 settlement for the eviction? Has anyone dealt with a hotel doing this? I am ready to provide the full email thread, the signed $75 authorization form, and the government complaint receipts to an advocate.
Thank you!
— Sergio Bonacci Lapalma, President, Make Art Not War
Being walked out of a hotel by security over a bill you’d already paid is humiliating. I’d be furious, too. You’ve done the hard part already. You have the GM’s written admission that the no-show was a clerical error, and you have your $2,356.59 back.
Before you go to IHG, think about how that refund looks from its side. Booking.com returned the full price of a six-night stay. If you slept at the hotel any nights before Oct. 29, you’ve effectively stayed there for free. I expect IHG to argue that the refund already makes you whole.
That’s why I think your $1,500 request needs a clear basis. Where did you sleep on Oct. 29, and what did it cost? Did you pay for a cab, a last-minute room or extra nights somewhere else? Add those up and attach the receipts. A disrupted production schedule is much harder to collect on. In my experience, hotels rarely pay for lost work time unless you can show a specific out-of-pocket loss. A number tied to receipts is a lot harder to brush off than a round figure.
I’d also go easy on the word “unlawful.” New York’s tenant protections generally don’t apply to a hotel guest until he has occupied the room for 30 consecutive days. Your stronger argument is simpler. The hotel removed a paying guest because of a mistake it has admitted in writing.
Next, who to ask. Most Holiday Inns are franchised, and this one opened as an independently owned and managed property. IHG corporate doesn’t usually pay for a franchisee’s errors. It can lean on the owner, though. Send one short, polite email to IHG’s executive contacts with your confirmation numbers, a dated timeline, the GM’s admission, the refund confirmation and your itemized costs. Ask IHG to assign one person to your case and to reply by a specific date. Copy the hotel’s GM.
https://www.elliott.org/company-contacts/intercontinental-hotels/
Your complaints to the attorney general and the city’s Department of Consumer and Worker Protection were reasonable steps. Update both with the refund and the GM’s admission so the files are current. I wouldn’t read too much into the GM’s silence. In my experience, managers often stop talking once a government complaint arrives, usually at the owner’s request.
If IHG and the hotel won’t budge, NYC small claims court hears cases up to $10,000. Only individuals can file there. If your organization paid for the room, it would have to use the court’s commercial claims part, which has its own rules.
Booking.com Left My Family Stranded During Austin F1 Weekend, Promised to Reimburse Thousands, and Has Since Trapped Me in an Endless Customer Service Loop
I booked months in advance, experienced two accommodation failures, was instructed by Booking.com to secure my own replacement lodging, and am still fighting to receive the reimbursement its representatives explicitly promised.
I'm sharing my experience because I have exhausted repeated attempts to resolve this directly with Booking.com, and I am now seeking assistance from Elliott Advocacy.
What started as a family trip to Austin, Texas, for the Formula 1 United States Grand Prix turned into an extraordinarily frustrating experience involving canceled reservations, an invalid property check-in, thousands of dollars in unexpected accommodation expenses, and weeks of unsuccessful attempts to obtain reimbursement.
The most troubling aspect isn't simply that Booking.com failed to provide accommodations. It's that Booking.com acknowledged the failures, explicitly instructed me to find alternative lodging at my own expense, promised to reimburse the difference, and has subsequently failed to follow through.
I have documented the entire experience through reservation confirmations, emails, invoices, receipts, call logs, and audio recordings of conversations with Booking.com's customer support representatives.
1. The Original Reservation: A Four-Bedroom House Booked Well in Advance
I originally booked a four-bedroom house in Austin through Booking.com for the Formula 1 weekend in October 2026.
The reservation was made well in advance specifically because I knew hotel rooms and vacation rentals would become extremely expensive and difficult to obtain as the race approached.
Traveling with children requires dependable accommodations, which is why I had taken the precaution of arranging and paying for a suitable property ahead of time.
My reservation was confirmed and paid.
Original Booking.com reservation number: 5278223058
However, shortly before our trip, the property host contacted me to say the house could not accommodate us.
Despite this, my Booking.com reservation remained confirmed, and the host had not formally canceled it through the platform.
I also discovered that the property's listing information appeared to have changed after I made the booking. The house I originally understood to have four bedrooms was subsequently being displayed differently, including as a one-bedroom property.
This raised serious concerns about the reliability of Booking.com's listings and whether the accommodation being advertised at the time of booking accurately reflected what the property could provide.
Ultimately, the original accommodation could not be honored, and Booking.com initiated a relocation process.
2. Booking.com Approved a Replacement Accommodation — Which Also Failed
Following the first accommodation failure, Booking.com offered and approved an alternative property as part of its relocation process.
I accepted the replacement and paid the required amount.
The new property issued automated check-in information, including access instructions and entry codes.
From my perspective, the replacement reservation was confirmed, payment had been made, and the situation appeared resolved.
My family and I proceeded with our travel plans and flew to Austin.
However, when we physically arrived at the replacement property, the provided check-in codes did not work.
I contacted the property directly, expecting a simple resolution.
Instead, the property's representatives informed me that they had no reservation for us and instructed me to contact Booking.com.
Imagine arriving in an unfamiliar city with your children, luggage, and a supposedly confirmed, prepaid reservation, only to discover that the property has no record of your stay.
This was now the second accommodation failure associated with our trip.
We had nowhere to check in.
3. Stranded in Austin During One of the Busiest Weekends of the Year
Austin was exceptionally busy that weekend because of Formula 1 and other major events taking place in the city.
Finding alternative lodging at the last minute was extremely difficult, and the limited remaining options were substantially more expensive than what I had originally booked.
My family and I spent approximately three hours attempting to secure accommodations while communicating with Booking.com's customer support.
During these conversations, Booking.com's representatives attempted to identify other properties through their system.
However, representatives acknowledged that the platform's displayed availability was outdated and that properties appearing available through Booking.com were not necessarily available when contacted directly.
In other words, even Booking.com's own customer service representatives were struggling to identify accommodations they could actually confirm.
After the original reservation failed and Booking.com's approved relocation also proved unusable, the company's representatives told me to find accommodations independently.
They expressly assured me that Booking.com would reimburse the additional cost or price difference.
These assurances were communicated by phone and through written correspondence.
I relied on those representations.
Given that my family was already in Austin without accommodation, I had little practical choice but to secure another place to stay.
4. Booking.com Instructed Me to Book Independently and Promised Reimbursement
Following Booking.com's instructions, I found alternative accommodations outside the failed relocation process.
Because of the major events occurring that weekend and the last-minute nature of the booking, I was forced to spend thousands of dollars more than originally anticipated.
This wasn't a voluntary hotel upgrade, a change in preference, or an attempt to obtain more luxurious accommodations.
It was an emergency replacement made necessary because two previously arranged accommodations had failed.
The distinction matters.
Had Booking.com honored my original reservation, or successfully provided the replacement property it approved, I would not have incurred these additional expenses.
I secured the alternative accommodation specifically because Booking.com's representatives instructed me to do so and assured me the difference would be reimbursed.
I paid the expenses personally and retained the supporting invoices, receipts, and payment confirmations.
5. I Submitted the Requested Documentation for Reimbursement
After the trip, I followed Booking.com's instructions to pursue reimbursement.
I supplied the requested supporting materials, including the invoices and receipts showing what I paid for the alternative accommodations.
I also retained the original reservation details, cancellation correspondence, replacement booking information, and communications with Booking.com regarding its commitment to reimburse the additional expenses.
At this point, I expected a relatively straightforward process.
Booking.com had acknowledged the accommodation failures, its representatives had provided specific instructions, and I had complied with those instructions.
Instead, what followed was a prolonged and deeply frustrating customer service experience.
6. Weeks of Calls, Disconnections, Repeated Explanations, and No Resolution
I have repeatedly contacted Booking.com's customer service department seeking the reimbursement I was promised.
Each time, I have encountered some variation of the same process.
A representative asks me to explain the situation.
I explain that my original accommodation failed, Booking.com's approved replacement also failed, and their representatives explicitly instructed me to arrange my own lodging with the assurance that the additional costs would be reimbursed.
The representative reviews the matter, sometimes seeks assistance or approval from an internal team, and indicates that the issue is being escalated or reviewed.
Then, on multiple occasions, the call disconnects at or around the point when the representative is seeking approval for the reimbursement or price difference.
When I call back, I frequently find myself speaking with an entirely new representative who appears unable to access or meaningfully continue the previous discussion.
I have to explain everything again.
The original reservation.
The first cancellation.
The approved relocation.
The failed entry codes.
The replacement property's denial that a reservation existed.
The three hours spent stranded.
Booking.com's promise to reimburse me.
The replacement accommodation I purchased.
The invoices and receipts I already submitted.
And the previous conversations with Booking.com's support team.
Over and over again.
What is particularly frustrating is the apparent lack of meaningful case continuity or accountability.
There seems to be no single individual responsible for resolving this dispute, no reliable handoff between representatives, and no effective mechanism for honoring commitments made during previous calls.
Despite repeated contact and submission of the requested documentation, I have not received the promised reimbursement.
Nor have I received a satisfactory written explanation for the continued delay.
7. I Have Preserved the Evidence, Including Customer Service Call Recordings
One important aspect of this situation is that I have retained substantial documentation.
This is not simply a dispute based on an undocumented verbal promise.
I have preserved evidence including:
The original reservation confirmation and payment information.
Communications concerning the original property's inability to accommodate us.
The approved relocation and replacement reservation.
Automated check-in instructions and access codes for the replacement property.
Correspondence confirming that the replacement accommodation could not be provided.
Written communications relating to Booking.com's instruction to secure independent accommodations.
Invoices and payment records for the alternative lodging.
Records of my repeated attempts to obtain reimbursement.
Audio recordings of customer service interactions, including representatives' assurances concerning reimbursement.
The recordings are particularly important because they document what Booking.com's representatives communicated during the relocation and subsequent reimbursement process.
I would welcome a senior Booking.com representative or an independent consumer advocate reviewing the recordings chronologically.
They demonstrate not only the underlying accommodation failures but also the repeated breakdowns in Booking.com's customer service process.
8. I Have Now Escalated the Matter to Booking.com's Executive Leadership
After exhausting normal customer support channels, I prepared a formal written escalation addressed to Booking.com's executive leadership and customer service organization.
The escalation outlines the complete chronology, the two accommodation failures, Booking.com's reimbursement assurances, the additional expenses incurred, and my repeated unsuccessful attempts to resolve the dispute.
I have requested:
Full reimbursement of the eligible additional accommodation expenses and price difference promised by Booking.com's representatives.
Written confirmation of the reimbursement amount and when payment will be processed.
Assignment of a senior representative or executive escalation contact who will take responsibility for resolving the matter.
An explanation for why Booking.com's reimbursement commitment has not been honored despite the documentation and repeated follow-ups.
My formal demand provides Booking.com 14 business days to issue the reimbursement before I pursue further remedies.
I have also prepared a public LinkedIn account of my experience tagging Booking.com in an effort to bring the matter to the attention of someone with the authority to resolve it.
I am now turning to Elliott Advocacy because the ordinary customer service process has failed to produce a meaningful resolution.
9. Why This Experience Raises Broader Consumer Protection Concerns
I understand that travel reservations can occasionally go wrong.
Properties can cancel unexpectedly, booking systems can experience errors, and operational issues can arise.
But what should distinguish a reputable travel platform is how it responds when those failures affect paying customers.
In this case, Booking.com had multiple opportunities to resolve the situation.
When the original reservation failed, it could have arranged a dependable replacement.
When the approved replacement turned out to be unusable, it could have secured and paid for an appropriate alternative.
When its own representatives instructed me to find accommodation independently, it could have honored the reimbursement commitment promptly after receiving the documentation.
And when I repeatedly contacted customer support, it could have assigned someone with the authority and responsibility to resolve the dispute.
Instead, the burden has continuously fallen on me.
I had to arrange my own replacement lodging.
I had to advance thousands of dollars.
I had to preserve the evidence.
I had to repeatedly explain the same facts.
I had to chase the reimbursement.
And now I have to seek external advocacy to obtain what was already promised.
At what point does a travel platform take responsibility for the consequences of its own failed booking and relocation process?
This experience raises serious questions about the protections Booking.com provides when confirmed accommodations are not honored and what recourse customers actually have when support representatives promise reimbursement that never materializes.
10. I Am Not Asking for Damages — Just the Reimbursement I Was Promised
Perhaps the most frustrating aspect of this dispute is how limited my request actually is.
I am not currently seeking additional compensation for the stress of being stranded with my family.
I am not requesting compensation for the time spent on calls, the disruption to our trip, or the inconvenience of having to find last-minute accommodations.
I am simply asking Booking.com to honor the financial commitment its customer service representatives made.
I was told to secure replacement lodging and submit the receipts for reimbursement.
I did exactly that.
Why should a customer have to consider legal action to obtain reimbursement that the company itself explicitly authorized?
If Booking.com does not resolve this matter within the formal demand period, I intend to explore available legal remedies, including small claims court where appropriate, to recover the reimbursement owed and any allowable costs or interest.
I would much rather resolve this directly and avoid further escalation.
11. What I Am Asking Elliott Advocacy to Help Resolve
I am requesting Elliott Advocacy's assistance in obtaining an executive-level review of this dispute and ensuring that Booking.com honors its documented reimbursement assurances.
Specifically, I would appreciate assistance with:
Connecting with a Booking.com executive or customer relations representative empowered to approve and issue reimbursement.
Obtaining a substantive review of the written correspondence, reservation history, receipts, and customer service recordings.
Securing a clear written determination and payment of the outstanding reimbursement.
Ensuring that this matter is handled as a single documented case rather than being repeatedly restarted with different support representatives.
I am prepared to provide the complete documentation privately, including the audio recordings and the chronological history of my attempts to resolve the matter.
My experience has left me deeply concerned about what happens to travelers who lack the time, resources, or documentation to challenge a company after a reservation failure.
Booking.com's brand is built around helping travelers confidently reserve accommodations around the world.
Yet when my family needed the company most, the confirmed accommodations failed, the relocation failed, and the subsequent reimbursement process failed.
Customers should not have to publicly escalate a dispute, seek consumer advocacy intervention, or threaten legal action simply to get a travel company to honor its own commitments.
I hope Booking.com will finally take responsibility, review the evidence, and resolve this matter appropriately.
I am ready to provide Elliott Advocacy with all supporting documentation and would greatly appreciate assistance bringing this issue to a fair conclusion.
— Raj Jhaveri
Documentation available upon request: Original reservation, relocation confirmation, cancellation correspondence, replacement accommodation receipts, written reimbursement assurances, customer service call logs, and preserved audio recordings.
Raj, you did nearly everything right. You kept the receipts, the emails and the recordings. That gives you a better position than most travelers who come to us with a Booking.com relocation problem.
I think your first priority is getting Booking.com to stop restarting your case. Every new phone rep starts from zero, so stop calling. Put everything in writing from here on.
When Booking.com relocates a guest because a booking falls through, it should cover the price difference. We had a case like yours this summer. A Florida hotel had no record of a traveler’s Booking.com reservation, so he booked a room on his own. A rep promised to cover part of the difference, and then he got stuck in a loop. After we contacted Booking.com, it refunded the full difference.
I think your escalation will work better if it’s short. Keep it to one page. Include both reservation numbers, a dated timeline with rep names and case numbers, and the written promise to reimburse you, quoted word for word. State the total you want as a single dollar figure and attach the invoices. Ask Booking.com to assign one person to your case and to reply by a specific date. Mention that you have call recordings and offer to share them, but don’t attach them to the first email. Send it to the executive complaints contacts:
https://www.elliott.org/company-contacts/booking-com/
Next, check whether you were refunded for the original house and for the relocation booking. If Booking.com charged you for either one and hasn’t given the money back, you may be able to dispute those charges with your card issuer as services not delivered as agreed. Under the Fair Credit Billing Act, the issuer has to receive your written dispute within 60 days of the statement that first showed the charge, so don’t wait on that one. The extra money you paid for the replacement lodging is different. You got that stay, so a chargeback won’t recover the difference. That money has to come from Booking.com.
I’d also mention the listing that went from four bedrooms to one after you booked. In my experience, a change like that can point to a problem with the host’s account, and Booking.com should want to know about it.
Your LinkedIn post may get attention, but I’d hold it until the executives have had a chance to answer your email. Small claims court is a reasonable fallback if they don’t. Before you file, read Booking.com’s terms to see where and how it requires disputes to be handled.
FedEx says “IMEI missing,” then “IMEI is on the waybill.” My phone is still stuck in Colombia, deadline Nov 22
On October 19, I shipped a brand-new, sealed iPhone 18 Pro(declared value $1,300) to a friend in Colombia from a FedEx counter in Colorado Springs, and paid $325.40 for International Connect Plus. The FedEx agent took the IMEI number off the phone to prepare the air waybill. Nobody told me Colombia has special rules for phones or that anything could go wrong.
On October 25, FedEx emailed me that the shipment was “released from customs.” Then it sat there. On October 28, FedEx’s own customs office in Colombia told me Colombian customs (DIAN) had switched it to a formal import because the air waybill “didn’t include the IMEI or the tariff code.” Now it’s stuck in a bonded warehouse. The only way out is to hire a Colombian customs broker and pay taxes, fees and storage, roughly $500–800 more. If nobody acts by November 22, the phone is abandoned to the Colombian government.
Since then, FedEx has given me conflicting answers:
FedEx Colombia first said the IMEI was missing. The next day, the same agent wrote, “The IMEI is recorded on the air waybill.” It just wasn’t in the description field, which the FedEx agent filled out.
A FedEx US supervisor told me FedEx would act as my broker and had me submit a commercial invoice. FedEx Colombia then said, “FedEx is only the carrier,” and that the recipient has to hire a broker.
FedEx confirmed my invoice upload and said “additional research has been initiated.” The next day, the case agent wrote they were “still working with Colombia to confirm if FedEx can be your broker.”
Two days later, I got a “your support ticket has been closed” email with no explanation. A supervisor then reopened it, but there’s still no decision.
I’ve also emailed two FedEx executives (no reply), spent well over 8 hours on the phone and email, and submitted my case to Elliott Advocacy.
What I’m hoping for: FedEx returns the package at its cost, or clears it in Colombia and covers the fees, and refunds my $312.43 shipping charge.
My questions for the group:
Has anyone gotten FedEx to take responsibility for an air waybill error their agent prepared? What worked?
Has anyone dealt with a FedEx “re-export” or return from a foreign bonded warehouse? Who paid?
With the deadline coming, should I have the recipient hire a Colombian broker now and fight FedEx for reimbursement later, or hold out for FedEx to act?
Is a credit card dispute on the shipping charge worth filing while this plays out?
Thanks in advance. I have the full email trail if anyone wants details. Arturo
SunRun representative promised to pay for installation of electric car charger now representative “doesn’t recall the conversation“
Three years ago when I installed solar panels and backup batteries in our new home, which, because of so many misunderstandings miscommunication and screw ups, took 18 months to finish the job I told the sales manager I wanted the system set up so I could install a electric car charger. He said that would be no problem. The electricians who are were working on the job here said they couldn’t do it. This conversation went back-and-forth for some little time. Finally, the sales supervisor said it had been a misunderstanding and certainly of course they could install a car charger, but since the job was just about finished, and I didn’t have the car charger at that moment, I should contact him back once I have the charger and he would send a crew out to do the installation free of charge. Now, and yes, it is three years later, I contacted Sun run to explain the situation, they escalated it to a supervisor who escalated it to a “executive resolution team“ after some time and discussion, I was informed that the Sales supervisor, who I had contacted directly both by phone and by text and who never returned my calls or messages did not remember the conversation and therefore, unless I had it in writing, they were not gonna honor the request. I subsequently sent a demand letter to the legal department with a receipt from an electrician who had done the installation asking to be reimbursed as SunRun no longer had the capability of doing the installation themselves at this point my choice seems to be either sue them in Small Claims Court or just forget it. Do you have any suggestions or any method of resolving this for me?
Thanks for being a Pro subscriber, David. Your support keeps Backchannel going, and I’m glad you brought this one here.
I’m sorry to hear about this situation. Eighteen months to finish a solar installation would test anyone’s patience. Then, to hear three years later that the person who made you a promise “doesn’t recall” it? That’s maddening! Unfortunately, it’s also a common outcome when a promise is made verbally.
Sunrun’s position is that it won’t honor a promise it can’t find in writing. Before you decide between small claims court and walking away, I’d try to find something in writing. Go back through your emails, texts and any project portal messages from the installation period. Look for anything that mentions the car charger, even in passing. A text from the electricians saying they couldn’t do it, a note in a work order, an email to the sales supervisor. Your own messages count, too. A message you sent at the time saying “per our conversation, you’ll install the charger later” is evidence. If your spouse or anyone else heard the conversation, write down what they remember now.
You can also ask Sunrun for its records. Companies like Sunrun log customer calls and project notes. Ask the executive resolution team, in writing, to review the account notes from your installation for any mention of the charger. If the electricians raised it on site, someone may have documented it.
Then pull out your Sunrun contract. Many contracts include a clause saying the written agreement is the entire agreement between the parties. If yours has one, it makes an oral side promise harder to enforce. Look for an arbitration clause, too. Many of these clauses still allow small claims cases.
On small claims: it’s a reasonable option if the electrician’s bill is large enough to justify the time. You don’t need a lawyer. Your demand letter and receipt are a good start. Check your state’s deadline for claims based on an oral agreement. In California, for example, it’s two years. A judge may count from when Sunrun refused your request rather than from the original conversation, but don’t assume that. If you’re close to a deadline, file.
Before you file, I’d make one more attempt in writing. Send a short, polite email to Sunrun’s executive resolution team and its legal department. Include a dated timeline of the installation, the conversation with the sales supervisor, your unanswered calls and texts, and the electrician’s receipt. Ask for a specific amount and a reply by a specific date. Mention that you’ve been a Sunrun customer for three years and that you’d rather resolve this than go to court.
You can also file a complaint with the Better Business Bureau. Sunrun has an escalation team that responds to BBB complaints, and that gets your case in front of someone new.
What state are you in, and how much did the electrician charge? That will help us figure out whether small claims makes sense. If Sunrun doesn’t answer your email within two weeks, let us know, or ask one of our advocates to take a look:
StubHub canceled my Metallica seats, then offered the worst seats in the building
Bought 4 Section 101 tickets for Metallica at the Alamodome (May 22, 2027) on Sept 23. Order 655026906, $1,378.51 total ($239.10 each).
Oct 30 StubHub said the seller can't deliver. FanProtect promises a "comparable replacement" matched on price and seat location. The rep only offered seats furthest from the stage. She also told me this seller had been penalized before.
StubHub's own order page right now shows Section 101 seats available, 4 together. Section 101 is selling for $672 a ticket.
I've used the contact form, called, and emailed executives (Eric Baker, Rachel Coon, Nick Tuyau, Brian Gonas) on Oct 30. No response. Already submitted to Elliott. Any advice on who else to push at StubHub?
Thanks Chris, and thanks Connie. This helps a lot. I'm holding firm on replacement seats, not a refund. Today StubHub's Executive Customer Care told me to just keep checking the link until May. I sent a follow-up to the execs with the timeline, dated screenshots of 4 Section 101 seats together, their own FanProtect wording, and the question about the previously penalized seller. I'll post an update when I hear back.
Get Grohe/Lixil to honor warranty
I purchased a kitchen faucet ("Grohe Blue Pure") in 2018. It developed leaks. I spoke with support and tried troubleshooting, including replacing both cartridges, which did not fix the problem.
I requested that Grohe provide me with a warranty replacement. While this particular model is discontinued, I would happily accept a similar model (even though it won't have the filter).
Grohe asked for proof of purchase. I was able to supply them with a credit card statement from Visa and shipping notice from supply.com. I was unable to provide them with an invoice because:
The faucet was purchased from Supply.com. Supply.com was acquired by
Ferguson several years ago. I called Ferguson's call center and head office
and spoke with four or five people. They claim to no longer have access to
old orders and could not provide an invoice.
I don't have the original invoice email because my contractor purchased it. I checked with them and they didn't save the email from 2018.
I emailed Grohe (Lixil) about this several times. When they did not respond to my August 3 email, I followed up with a phone call on September 16. The rep said he would follow up but never did.
How can I escalate this at Lixil and get a replacement sent to me (or cash equivalent)?
eBay permanently banned me (Top Rated, 418 positive / 0 negative) over parcels damaged in the mail and is holding my $1,476
Elliott Advocacy suggested that I post my case here, so I hope someone can advise me.
I'm a small seller from Ukraine. I have sold Soviet vintage items on eBay since January 2023: 418 positive and 0 negative feedback, Top Rated Seller.
On September 17 eBay permanently restricted my account under the "Bad Buyer Experience" policy, ended all my listings and put my payouts on hold. $1,476.15 is still held. eBay's own Finances page shows the money as "Available", but no payout has been made since September 1.
What the "bad buyer experience" actually was:
- Two parcels arrived damaged in international mail. I refunded both buyers in full within 2 hours. One of them left positive feedback: "the package arrived damaged in the mail, but I have to recommend the seller for great dealings and cooperation!!"
- One return was opened by mistake and closed by the buyer himself 44 minutes later, also with positive feedback.
- One case was closed in my favour, and eBay granted my appeal: "Your seller performance level won't be affected."
Nine days after the permanent ban, eBay sent me a notice confirming my Top Rated Seller status.
What eBay told me:
- A support agent: "we never have and will not mistrust you as a seller... this restriction is permanent and cannot be appealed."
- The Office of the President refused to tell me which transactions were counted, "for security purposes".
- Their reply to my letter to the CEO talked about "an item not being received". None of my cases were about that.
- On October 23 they wrote that payouts "may take up to 250 days or longer". Three days later: "after a 60-day period".
What I have done: appeals, a Notice of Dispute under the User Agreement, a BBB complaint, a letter to the CEO, a registered letter to eBay headquarters, a complaint to the California Attorney General and to the California financial regulator (DFPI). Every answer is a template: "the decision is final".
My questions:
1. Does anyone know an eBay executive contact that actually reviews permanent BBE restrictions?
2. Has anyone had held eBay funds released after a permanent ban? How long did it take?
3. Is arbitration worth it for a non-US seller?
Thank you for any advice.
Thank you so much, Christopher. This is the clearest advice I have received in seven weeks. I will stop arguing about the ban and send one short, polite request about the funds only, exactly as you suggest. I will post an update here, and I will let you know if I am not paid by mid-December.
Stub Hub sold my WS Tix for wrong price
I listed two World Series tickets on Stub Hub. The last listing price I entered was $1,950 each. According to Stub Hub support, one potential buyer started a purchase, but failed to complete the purchase within the allowed time. The tickets were then relisted and ultimately sold.
My issue is that when the tickets were re-listed, the price quickly changed without my intervention and ultimately sold for far below my listing price of $1,950. This is the audit log sent to me:
• October 23, 2026 (4:00 PM): The system updated the status to "Fully Sold" due to a checkout attempt. However, the buyer's transaction failed to complete at that time.
• October 23, 2026 (4:21 PM): The listing failed back to Active status, and the available inventory was automatically replenished.
• October 24, 2026 (4:21 AM): Price was updated from $1,950.00 to $1,800.00, and immediately dropped further to $1,115.00 via the system.
• October 24, 2026 (5:12 AM): A final transaction was generated. A buyer successfully completed the purchase at the active price of $1,115.00, officially updating the inventory and closing the listing.
I am unsure of the time zone noted, but all of this happened while I was sleeping. I received emails just after midnight central time from MLB and Stub Hub confirming the sale.
I did not authorize any price change beyond $1,950. Stub Hub support refuses to believe their system made the error. I believe that the Stub Hub system improperly designated my listing with their "dynamic pricing" feature or some other automated pricing rule that allowed the system to quickly and dramatically reduce the price and cost me $835/ticket.
Thank you very much for your helpful reply! There is no record of any activity setting or agreeing to dynamic pricing. Additionally, once a "listing" becomes a "sale", the listing & the related details are no longer visible. The only thing the seller can view is the details of the sale transaction & payout.
I will definitely send the email as you suggested. Just to confirm, I should send the email requested the audit details of my sale to one of the executives listed on the Backchannel site rather than the general customer service account, correct? I see three executives listed, but I think Nick Tuyau, Senior Manager, Global Customer Service, is the most appropriate. If I should send my message to Nick, do I also copy the general support email account too? THANK YOU!!!
Miss your videos
When will you be returning to making your videos with your boys. I miss them.
Suzanne, we are planning another one very soon. Iden is visiting a friend in Salt Lake City this week, but when he gets back we'll do one on Europe. Thank you for your support — means a lot to all of us!
Milgard windows!
In 2018 we purchased a number of Milgard Windows to update our house. At the time we purchased a warranty that would resolve problems if the windows failed to work correctly. A front window that is in full sun has been problematic. It is a sash window so both the bottom half and the top half can be moved. About two years in, we began having problems with the latch engaging. In one case, the caulk began melting. Milgard was out to solve the problem and resolved the issue in both cases. In one instance they replaced one of the frames. However, the problem has recurred and the latch for the window does not engage. I filed a case with them on September 20, they requested photographs sometime in early October, which were sent. However, I have yet to hear back from them.
I did propose that we change the window to a slider. (we have sliders and other parts of the house that work perfectly well). And this time ensure that whatever is installed is able to operate in full sun. I am happy to pay for the window if Milgard will pay for the installation. I do plan to call them on Monday to see where my case is within their queue. But I’m wondering if anyone in the community has any suggestions on how to deal with this? Or if anyone has had the same problem, or has any ideas on how I get them to respond? A non-working latch is a security issue thanks.
A window that won’t latch is more than an annoyance. It’s an unlocked door on the front of your house. I’d lose sleep over that (I have, over a balcony door that wouldn’t lock).
Before anything else, secure it. A removable window security bar or a dowel cut to fit the track will hold the sash closed until Milgard fixes it. Don’t drill into the frame or attach hardware to it. Milgard says modifications like that can void part or all of the warranty.
Next, find your warranty certificate and sales order. Milgard’s Full Lifetime Warranty covers parts and labor for the original owner for as long as you own the home. Confirm that’s the coverage you bought. The sales order number is etched between the panes of glass in an upper corner of the window, and Milgard uses it to pull up your product.
Your best argument is the history. This is the third time the same window has failed in the same spot. Milgard has already been out twice and replaced a frame once. I think that’s strong evidence the window isn’t suited to that location, and Milgard’s own guidance backs you up. Its FAQ says vinyl frames can distort, bubble and shrink once surface temperatures pass 150 degrees in direct sun. Melting caulk tells you that window is getting hotter than that.
https://milgard.com/frequently-asked-questions
Go ahead and call, but get the answers in writing afterward. Then send one short, polite email to Milgard customer care and to the dealer that sold you the windows. Include your case number, the sales order number and a dated timeline: the 2018 purchase, both earlier repairs, the frame replacement, your Sept. 20 claim and the photos you sent in early October. Ask Milgard to assign one person to your case and to respond by a specific date.
Then ask for a permanent fix rather than another repair. Ask Milgard what it recommends for a window in full sun and whether a different material would hold up better in that spot. I’d hold off on offering to pay for the new window. You may be giving away more than you need to. Let Milgard propose a solution first. If it comes back with a slider at no charge, great. If it offers to split the cost, your offer is a reasonable fallback.
One more thing to ask the technician. Sunlight reflecting off a neighbor’s windows can concentrate heat on vinyl and melt it. If that’s part of the problem, a new window could fail the same way unless the source is shaded.
If you don’t have a written answer from Milgard within two weeks, let us know.
Looking for some help dealing with Honda
Last year I purchased a new 2026 Honda Passport, a great car with one little exception. Every time time I start the car, a bell dings and I get an error message on my dashboard saying "System Updates is not available. See your dealer"
I have done every thing I possibly can to stop this message from repeating and have had zero success. I have brought the car back to the dealer multiple times and have been told to ignore it as there is nothing they can do to correct it and they are waiting on a fix from HQ. I contacted Honda Customer service requesting help and they refer me back to the dealer.
There are hundreds if not thousands of other Passport owner experiencing this same problem as evidenced on various forums. You can even ask AI, and it will give you some suggestions and also says this is a common issue. See correspondence below and a copy of AI's response.
It alarms me that my car's "systems" can not be update.....am I missing some important safety update or are there really no updates available and this is just some electronic glitch?
Any one have any suggestions on how to get Honda to fix?
Thanks in advance for your help!
Ed Grens
Honda Customer Service <[email protected]>
Jan 21, 2026, 3:35 PM
Dear Edmund Grens,
We truly appreciate you reaching out to us, and we want to begin by sincerely apologizing for the inconvenience and frustration you experienced with the “System Update is not available. See your dealer” alert in your 2026 Honda Passport. We completely understand how disappointing it must have felt to spend your time traveling to the dealer, only to be told that an update is not yet available. Your time is valuable, and we are genuinely sorry for the disruption this caused.
It is an absolute pleasure to assist you, and we want you to know that we take your concerns seriously—especially given your long history with Honda and your clear commitment to maintaining your vehicles. We also understand how troubling it can be to receive a system alert that cannot be resolved immediately, particularly when it raises questions about safety updates and future notifications.
At this time, American Honda does not receive advance notification of upcoming over‑the‑air system updates or deployment timing, which means we rely on the same technical bulletins and confirmations that dealers receive once an update is officially released. What we can do on our end is reach out directly to the servicing dealer to verify the information you were provided and confirm whether this is indeed an update that has not yet been released by the factory.
While we cannot promise an immediate resolution, we absolutely can look into this for you, work to verify all available information, and provide any clarification or next steps as soon as we hear back. We agree that customer communication is important, and your feedback regarding notifications and customer experience is extremely valuable.
Before we proceed, we would like to ensure we have your correct contact information and customer profile details so that we can follow up efficiently. Could you please confirm the following?
Home address (street, city, state, zip)
Whether you are the registered owner of the vehicle
Current vehicle mileage
Whether this email address ([email protected]) is the one you prefer we keep on file
And finally, do you prefer email communication or phone communication at 530‑521‑8555?
Your confirmation will allow us to move forward with contacting the dealer and ensuring you receive the most accurate information available.
Once your case is closed, you will receive a brief survey regarding your experience with me as your Case Manager. This survey focuses solely on the quality of service and support provided, not the outcome of the case itself. Your feedback is genuinely appreciated and helps us continue improving the assistance we offer.
If we do not receive a response from you within 5 days from the date of this email, this matter will be closed pending further contact from you.
Warm regards,
Angelica
Case Manager, Customer Relations
American Honda Motor Co., Inc.
(800) 999‑1009 ext. 87780
Case #: 16101449
Attention: If you are not the intended recipient, please delete the message and notify the sender. Thank you for your cooperation.
ref:!00Do00JBy0.!500Ho01hjrO8:ref
Ed Grens <[email protected]>
Jan 21, 2026, 10:33 PM
to Honda, Ed
Hi Angelica,
Thank you for your reply and your willingness to help. I would appreciate you following up with the car alert for a system update required by the dealer per my dashboard display.
I am currently traveling outside of the country and can hopefully answer most of your questions. Note that I attached the dealers service order with my original email from when I recently brought the car in to be updated and most of the information you requested is on that form. However let me see if I can answer your questions from memory.
I am the registered owner of the car and purchased it about 3 months ago and it currently has about 3500 miles on it. My address is 9317 Blackbird Loop, Culpeper, VA 22701. I have two email addresses, and either works: [email protected] and [email protected]. Correspondence via email is preferred especially as my phone will be inoperable.
Appreciate any help you can provide. I get the alert to update every time I start the car and it is a bit disconcerting.
Thanks,
Ed Grens
Honda Customer Service <[email protected]>
Jan 27, 2026, 1:52 PM
to me
Dear Ed Grens,
Thank you so much for your thoughtful reply, and we sincerely hope you're enjoying your travels abroad. It is an absolute pleasure to assist you, and we truly appreciate the time you took to provide additional details—especially given the challenges of communicating while outside the country.
We reviewed your message carefully, and we want to let you know that we did not receive any service documentation with your email aside from the photo of the alert displayed on your dashboard. We completely understand how concerning this recurring “System Update Required” message must feel, especially after recently visiting the dealer, and we want to make sure we gather accurate insight for you.
To move forward and connect with the correct servicing location, could you please share the name and full address of the dealer that last assisted you with this concern? Once we have that information, we will gladly reach out to the dealership on your behalf to verify what they found and determine whether any updates are pending release from the factory.
We appreciate you confirming your ownership, mileage, address, and preferred communication method as well. That information is extremely helpful, and we truly want to make this process as smooth as possible for you.
Once your case is closed, you will receive a brief survey regarding your experience with me as your Case Manager. This survey focuses solely on the quality of service and support provided—not the outcome of the case. Your feedback is genuinely appreciated and helps us continue improving the assistance we provide.
If we do not receive a response from you within 5 days from the date of this email, this matter will be closed pending further contact from you.
Warm regards,
Angelica
Case Manager, Customer Relations
American Honda Motor Co., Inc.
(800) 999‑1009 ext. 87780
Case #: 16101449
Attention: If you are not the intended recipient, please delete the message and notify the sender. Thank you for your cooperation.
ref:!00Do00JBy0.!500Ho01hjrO8:ref
Ed Grens <[email protected]>
Feb 6, 2026, 10:05 AM
to Honda
Hi Angelica,
Thanks again for your help. To answer your question, the dealer who could not help me with the System Update problem was Flow Honda of Charlottesville located at 960 Hilton Heights Road Suite A, Charlottesville, VA 22901. Attached you should find their Service Invoice indicating the Update problem and their comment that it can not be fixed. I am also including a screenshot of the message which appears every time I start the car.
Any assistance fixing this problem would be greatly appreciated.
Thanks,
Ed Grens
2 Attachments • Scanned by Gmail
Ed Grens <[email protected]>
Jun 12, 2026, 9:03 AM
to Honda
Hi Angelica,
I am following up on our previous email conversations. I have not heard from the Dealership or from Honda Customer with regards to my problem with System Updates not occurring and "see your dealer". Do you know if a fix is available?
Ed Grens
Honda Customer Service <[email protected]>
Jun 22, 2026, 3:19 PM
to me
Dear Ed Grens,
Thank you for reaching out to us and for following up. It is truly an absolute pleasure to assist you, and we sincerely appreciate the time you have taken to share these details with us.
We would like to begin by personally apologizing for the delay in responding to your email. I am sorry for the delay, as your case had been handled by two other agents before being reassigned back to me. While we are not certain why the case was routed in that way, please know that we will be looking into this as quickly as possible to ensure your concerns are addressed.
We understand that you advised us you have not yet heard back from the dealership or received an update regarding the system update concern, including the recurring message indicating to “see your dealer.” We can absolutely understand how frustrating and unresolved this situation may feel, especially after your earlier visit.
At this time, we will be reaching out to the dealership you mentioned to verify the information that was shared and to check whether there are any recent updates, guidance, or developments available regarding this concern. Our goal is to confirm the current status and determine if any new information or next steps can be provided to assist further.
We truly appreciate your patience while we work through this process, and we thank you for allowing us the opportunity to follow up on your behalf.
Upon closure of your case, you will receive a brief survey regarding your experience with me as your Case Manager. This survey focuses on the quality of service and support provided, rather than the outcome of the case itself. Your feedback is greatly appreciated.
As a general expectation, we typically provide updates every five business days; if we do not hear back from you outside of that, the case may be closed pending further contact. You are always welcome to reconnect with us to reopen the case. If any information becomes available sooner, we will reach out as soon as possible. We sincerely thank you for your patience.
Warm regards,
Angelica
Case Manager, Customer Relations
American Honda Motor Co., Inc.
(800) 999-1009 ext. 87780
Honda Customer Service <[email protected]>
Jun 26, 2026, 12:28 PM
to me
Dear Ed Grens,
Thank you for your continued patience while we worked through your concern. It is truly an absolute pleasure to assist you, and we sincerely appreciate the time you have taken to stay in contact with us.
We understand that you previously shared with us that you have continued to experience the recurring message advising you to “see your dealer,” and that you had not yet received an update regarding the system concern. We completely understand how frustrating and inconvenient this situation may feel, especially as you are looking for a resolution.
We did receive feedback from the dealership advising that two over-the-air updates have been released since your last visit, one on March 18 and another on May 26. While the information shared with us indicates that these updates include a variety of system improvements, they do not specifically reference the errors you experience. However, we were advised that there have been instances where customers reported that completing these updates helped resolve similar concerns.
Based on that information, we would recommend attempting to complete the available updates. We reviewed the Owner’s Manual and found that instructions for completing these updates are located on page 210. If you do not have access to your physical manual, a digital version may be available through your Honda owner resources.
If you prefer to visit a dealership for assistance with completing the updates, you are certainly welcome to do so. However, we do want to be transparent that we would not be able to confirm whether any labor charges may apply, as that would be determined directly by the dealership.
At this time, as we have provided all available information and guidance regarding your concern, your case will be moved toward closure. That said, if the issue is not resolved after completing the updates, we strongly encourage you to reconnect with us. We will be happy to document that you are still experiencing the concern so that it is properly noted, and this will help ensure that your experience is considered should a confirmed fix be released in the future.
Ed Grens <[email protected]>
Aug 14, 2026, 12:24 PM
Dear Ms Gits,
I am writing to you in the hope that you can help me resolve an issue with the 2026 Honda Passport that I purchased from Flow Honda. Basically I get an error message on my dashboard advising me that "System Update is not available, please see your dealer." I have brought the car to your service department twice and was told first it was a Honda issue and you are waiting for a fix.....and secondly I was told there are no updates and to ignore the message as it will eventually go away as soon as the server issue is resolved with Honda.
I have also corresponded (copy attached) with Honda Customer Service who advise that there are indeed two OTA updates one in March and one in May that apply to my vehicle. They suggest that I consult the Owner's manual on page 210 and try to update my car through my WIFI router which I have done unsuccessfully many times. If I can not successfully update on my own, they recommend I should get help from my dealership.
I feel I am getting conflicting information from both parties. Can you possibly help me solve this problem? There are resources available on the internet which indicate other dealers have solved this issue. One promising posting indicates that my car needs a hard gateway reset via the Honda i-HDS tool to clear an OTA telematics freeze. I would really appreciate it if you could look into this problem and help me get it fixed. I have attached my most recent service tag from your shop along with some info on the TT04 error code on my car.
Let me know if you need any more information and I look forward to your help.
Thanks,
Ed Grens
Culpeper, VA
One attachment • Scanned by Gmail
Ed Grens <[email protected]>
Aug 30, 2026, 7:36 AM
Dear Mr. Herring,
I am reaching out to you to see if you can help me with a service issue with my 2026 Honda Passport purchased at your dealership. A detailed explanation is provided in my August 14th email to Jackie Gits, and I have not heard back from her so I am hoping you can follow up on my request. Love my car yet I have a small yet annoying issue that has not been resolved. Can you help me?
Ed Grens
One attachment • Scanned by Gmail
Ed Grens <[email protected]>
Sep 1, 2026, 8:30 AM
to jgits, [email protected]
Dear Ms. Gits,
I am following up on my earlier email requesting help on an unresolved issue I am having on my 2026 Passport purchased from Flow Honda. See August 14th email to you for the details. Basically I asking for help to resolve an error code I receive telling me to see the dealer to fix the problem. Your shop is telling me to ignore the code as there is no update while Honda's customer service tells me there are two updates for my car, and if they do not download properly over the air, to see my dealer. Can you help me with this problem? I have already brought the car into your shop twice and the problem still exists......I am hoping you can be my advocate to permanently resolve this issue.
Thanks in advance for your help.
One attachment • Scanned by Gmail
Jacqueline Gits <[email protected]>
Sep 1, 2026, 8:52 AM
to me, [email protected]
Mr.Grens,
According to my shop foreman we are still waiting on a fix from Honda. He understands you have OTA updates however this will not resolve the issue. I understand it is frustrating but hopefully there will be a release to correct this in the near future.
--
Jacqueline Gits
Flow Honda Service Director
This electronic message transmission contains information from Flow Automotive Companies that may be confidential or privileged. The information is intended solely for the recipient, and use by any other party is not authorized. If you are not the intended recipient, be aware that any disclosure, copying, distribution or use of the contents of this information is prohibited. If you have received this electronic transmission in error, please notify us immediately by electronic mail ([email protected]). Thank you.
Ed Grens <[email protected]>
Sep 2, 2026, 11:51 AM
to Jacqueline, [email protected]
Dear Ms Gits,
Thank you for your reply. I did some research today using AI to search for answers to this issue and the TT04 error code and got some really good results. Initially I thought your shop was not properly addressing the problem but I see now that this is a nationwide issue and Honda has yet come up with a solution or a TSB to fix this. I have done the DIY Reset Workarounds as outlined below with no success. Can you confirm that your shop foreman has The Manual Update Injection and did The Manual Reset of the DTC's described below?
With your input, I would like to escalate this issue on the corporate level as I suspect there are many more unhappy Passport owners awaiting resolution.
Thanks!
Ed Grens
The Honda Passport Trailsport error code TT04 indicates a known Over-The-Air (OTA) infotainment system update failure. When this error triggers, the center display shows a prompt stating "System Update is not available. See your dealer" or "Google Assistant Update Is Unavailable," alongside the code TT04. The message reappears every time the vehicle is turned on, occasionally causing auxiliary issues like disabled Apple CarPlay, unprompted heated seat activation, or cleared user preferences. [1, 2, 3, 4]
While Honda corporate has acknowledged the software bug, a formal, permanent Technical Service Bulletin (TSB) campaign with a proactive patch has been delayed across dealerships. However, owners and technicians have successfully used specific workarounds to clear the error. [1, 2, 3, 4]
DIY Reset Workarounds
Before visiting a dealership, you can attempt to force the system to bypass the stuck update loop using these community-tested methods:
The Wi-Fi Reboot Method:
Disconnect Bluetooth: Turn off your smartphone’s Bluetooth completely so it does not auto-pair with the vehicle.
Reboot Infotainment: Press and hold the physical Home button on the display panel for several seconds until a system reboot prompt appears. Select reboot.
Connect to Home Wi-Fi: Once restarted, open the vehicle's network settings and connect it to a stable home Wi-Fi network or a mobile hotspot.
Force Update: Manually select System Updates to let the system re-fetch the software package over the wireless connection. [1, 2]
The System Restart Sequence:
Dealership Resolution Actions
If the DIY reset fails to clear the dash prompt, you will need to schedule a service visit. Inform the advisor of the following steps, which have successfully resolved the issue for other owners on the Passport Forums: [1]
Manual Update Injection: The technician must connect the vehicle directly to the Honda diagnostic computer terminal to bypass the wireless restriction and push the audio unit software update manually. [1, 2]
Clear Software DTCs: The dealer must manually reset the ITA (Infotainment) software module and clear the stored Diagnostic Trouble Codes (DTCs) triggered by the update failure. [1]
Hardware Restrictions: Note that Honda corporate has instructed dealerships not to replace the physical Telematics Control Unit (TCU) or the entire infotainment head unit for this specific code, as it is strictly a software glitch rather than a mechanical hardware failure. [1]
Attachments area
Ed Grens <[email protected]>
Oct 12, 2026, 9:02 AM
to Honda
Dear Angelica,
Regarding Case Number # 16101449, please be advised that the problem continues to exist and there has been no resolution by either you or the Honda service department, Most recently I was advised by my dealership : According to my shop foreman we are still waiting on a fix from Honda. He understands you have OTA updates however this will not resolve the issue. I understand it is frustrating but hopefully there will be a release to correct this in the near future.
Every day I drive my car I receive a dashboard error message that system updates are unavailable, and instructs me to see my dealer. After multiple trips to the dealership, this issue has not been resolved. Can you advise if there is an update or TSB available to fix this, or can you advise when it will become available? Artificial intelligence is a wonderful tool, I have attempted all of your recommended suggestions and those outlined below, and this problem is widespread and acknowledged by many unhappy Honda owners.
Please help if you can, or forward this email to management to correct this issue.
Ed Grens
The Honda Passport Trailsport error code TT04 indicates a known Over-The-Air (OTA) infotainment system update failure. When this error triggers, the center display shows a prompt stating "System Update is not available. See your dealer" or "Google Assistant Update Is Unavailable," alongside the code TT04. The message reappears every time the vehicle is turned on, occasionally causing auxiliary issues like disabled Apple CarPlay, unprompted heated seat activation, or cleared user preferences. [1, 2, 3, 4]
While Honda corporate has acknowledged the software bug, a formal, permanent Technical Service Bulletin (TSB) campaign with a proactive patch has been delayed across dealerships. However, owners and technicians have successfully used specific workarounds to clear the error. [1, 2, 3, 4]
DIY Reset Workarounds
Before visiting a dealership, you can attempt to force the system to bypass the stuck update loop using these community-tested methods:
The Wi-Fi Reboot Method:
Disconnect Bluetooth: Turn off your smartphone’s Bluetooth completely so it does not auto-pair with the vehicle.
Reboot Infotainment: Press and hold the physical Home button on the display panel for several seconds until a system reboot prompt appears. Select reboot.
Connect to Home Wi-Fi: Once restarted, open the vehicle's network settings and connect it to a stable home Wi-Fi network or a mobile hotspot.
Force Update: Manually select System Updates to let the system re-fetch the software package over the wireless connection. [1, 2]
The System Restart Sequence:
Dealership Resolution Actions
If the DIY reset fails to clear the dash prompt, you will need to schedule a service visit. Inform the advisor of the following steps, which have successfully resolved the issue for other owners on the Passport Forums: [1]
Manual Update Injection: The technician must connect the vehicle directly to the Honda diagnostic computer terminal to bypass the wireless restriction and push the audio unit software update manually. [1, 2]
Clear Software DTCs: The dealer must manually reset the ITA (Infotainment) software module and clear the stored Diagnostic Trouble Codes (DTCs) triggered by the update failure. [1]
Hardware Restrictions: Note that Honda corporate has instructed dealerships not to replace the physical Telematics Control Unit (TCU) or the entire infotainment head unit for this specific code, as it is strictly a software glitch rather than a mechanical hardware failure. [1]
.
Honda Customer Service
Oct 14, 2026, 4:29 PM
to me
Dear Ed Grens,
Thank you for your detailed response and for clarifying that the system-update message continues to appear each time you drive your vehicle. We sincerely apologize for any confusion caused by our previous communication and understand why you expected Customer Relations to provide clearer answers after elevating your concern. It is an absolute pleasure to continue assisting you.
We understand that you told us the dealership advised that it is still waiting for a fix from American Honda and that the available over-the-air updates are not expected to resolve the concern. We also understand that you have made multiple dealership visits and completed the recommendations previously provided, but the message continues to return.
We appreciate the additional information and online resources you shared. Please know that Customer Relations does not use internet forums, social media posts, videos, or AI-generated information to verify a vehicle concern or confirm the availability of a repair. Any technical information or repair solution must be verified through the dealership and the appropriate American Honda technical resources. We do hope that other customers discussing similar concerns online also report their experiences to American Honda so the information can be properly documented and reviewed through the appropriate channels.
Customer Relations is not the technical department or the resource dealerships contact directly for technical repair guidance. However, we can document your experience, communicate your concerns, and contact the dealership to verify whether it has received any updated information through its technical resources.
At this time, we will reach out to the dealership and ask it to check whether any new information, applicable service bulletin, or repair solution has become available for the concern you reported. We will also relay your request for additional follow-up. Based on the information currently available to us, we have not received confirmation that a repair solution has been released, but we will share any new information we receive.
We typically reach out every five business days while your case remains open. Since we have reached out today, you may not hear from us again for up to five business days unless new information becomes available sooner.
To help us keep your case open, we ask for continued engagement and/or acknowledgment of our outreach. If we do not receive a response within five business days of our most recent outreach, the case may be closed as part of our normal administrative process. If this occurs, you may contact us to have the case reopened, and we can continue under the same case number.
Upon closure of the case, you will receive a brief survey regarding your experience with me as your Case Manager. This survey focuses on the quality of service and support I provided while assisting you with the recurring system-update message, rather than the outcome of the case itself. Your feedback is greatly appreciated.
Honda Customer Service
Oct 20, 2026, 9:42 AM (12 days ago)
to me
Dear Ed Grens,
Thank you for reaching out for an update and for providing additional information regarding the system-update message you advised continues to appear in your vehicle. We understand how frustrating it has been to continue seeing this message, especially after multiple dealership visits without a resolution.
We received feedback from the service manager and the dealership’s Honda representative. They confirmed that a repair or software fix is not available at this time. However, the concern remains under investigation and has been escalated for further review. We have also documented the information and outside research you provided, but we are unable to verify or recommend troubleshooting steps obtained from third-party sources.
As we have not received a response to our most recent outreach, we will now proceed with closing the case. This does not prevent you from contacting us again in the future to request any available updates. You may also continue working with your Honda dealership, as they will receive updated repair information if a confirmed resolution becomes available.
It has been an absolute pleasure assisting you, Ed Grens. We sincerely appreciate your patience and the time you have taken to keep us informed throughout this process.
Upon closure of the case, you will receive a brief survey regarding your experience with me as your Case Manager. We understand that the system concern remains unresolved, so the survey focuses specifically on the quality of service and support I provided while assisting you, rather than the outcome of the case itself. Your feedback is greatly appreciated.
Thank you for your comments! You suggest a short email with timeline to Honda's executive contacts........do you know how to get those contacts? I've tried but have not had success.
Why We Had To Say "No" To This Crazy Case
Our consumer help form gets 30 to 50 requests a day. My advocacy team reads every one, and we start from the assumption that the person writing is rational and has a real problem. We shouldn't.
Why We Had To Say "No" To This Crazy Case
00:00
09:19
Based on my non-lawyerly knowledge, a business cannot disclaim away the basic obligation to act in good faith. If airlines are so petty that they will look for reasons to get rid of high-value accounts, and won't explain themselves, then any rational assumption is that they are up to no good. Too bad -- they could deal with this easily by stating the reason for the action and letting the customers use up rather than forfeit their points.
Amazon Refuses to Honor Promised Refund After Closing My Account
Hello,
I need advice regarding a dispute with Amazon.
On September 7, 2026, an Amazon manager promised me a full refund within 3–5 business days for a damaged Corelle dinnerware set (order 112-7586896-1189835). I have a screenshot proving this promise, but the refund was never issued.
On the same day, Amazon closed my account, falsely claiming that I had another account. I have never had another Amazon Shopping account and made only three purchases this year.
Despite contacting Amazon repeatedly and submitting an appeal, the company refuses to issue the promised refund. Its final response simply states that the decision is final.
I am not asking for my account to be reopened. I only want Amazon to honor its representative’s promise and refund my money.
Has anyone experienced something similar? I would appreciate any advice.
Thank you,
Natali
Getting a refund promise in writing, then losing your account on the same day, would make anyone suspicious. I've seen this a time or two and the problem usually is an AI that didn't do its job correctly.
You have two things working in your favor: the screenshot and the order number. Your first priority is your credit card statement, because a deadline may be imminent for a dispute.
If you paid with a credit card, contact your card issuer this week and dispute the charge. Under the Fair Credit Billing Act, you generally have 60 days from the date the statement showing the charge was sent to you. If your order posted in late August or early September, that window could close soon. Some issuers allow more time for damaged merchandise. Don’t wait to find out. Send the issuer your screenshot of the Sept. 7 promise, photos of the broken dinnerware and Amazon’s “decision is final” message. A chargeback doesn’t need Amazon’s cooperation, and that’s why I’d start there. If you paid with a debit card, your protections are weaker, but many banks will still take the dispute.
https://consumer.ftc.gov/articles/using-credit-cards-and-disputing-charges
You’re smart not to fight over the account. Elliott Advocacy can’t get Amazon to reopen closed accounts. A closed account doesn’t cancel a refund Amazon already promised, though. Those are separate issues. Amazon’s appeals team has lumped them together. How silly of them.
At the same time, write one short, polite email to Amazon’s executive customer relations team. Include a dated timeline: the order date, the date the set arrived damaged, the Sept. 7 promise and the account closure the same day. Attach the screenshot. Ask for one outcome, a refund to your original payment method for order 112-7586896-1189835. Say once that you’ve never had a second account, then leave it alone. Ask Amazon to assign one person to your case. If Amazon refunds you after you’ve filed a dispute, tell your card issuer so you aren’t credited twice.
https://www.elliott.org/company-contacts/amazon/
Amazon doesn’t explain these closures to us. In my experience, its systems can link accounts that share a payment card, shipping address, phone number or device. A previous tenant at your address could trigger it. So could a relative who once used your card. That may explain the closure. It doesn’t give Amazon the right to keep money it agreed to return.
If neither your card issuer nor Amazon comes through, small claims court is still on the table. Amazon updated its Conditions of Use in August to require arbitration for most disputes, but it kept small claims as an option. Read the dispute section before you file. The update added a pre-dispute procedure, and you’ll want to follow it. You can also file a complaint with your state attorney general. Those offices often forward complaints to the company for a response, which adds to your paper trail.
I'm really sorry this happened to you. Please let me know if there's anything else my team and I can do to help
Amazon marked my package as delivered, but my freight forwarder never received it – lack of verifiable proof of delivery.
I am seeking assistance with an unresolved delivery dispute involving Amazon order #114-6097518-7619407, shipped to my freight forwarder’s address in Miami, Florida (Sendpack Courier).
On October 22, 2026, Amazon marked my package as delivered. However, Sendpack has not confirmed receiving it, and the package does not appear in their records.
I contacted Amazon several times to explain the situation. I spent almost two hours speaking with their customer service team, trying to clarify what happened and find a solution.
Amazon’s general response has been that their system confirms the package was successfully delivered to the address provided and that, therefore, they consider their responsibility fulfilled. They have provided tracking information and delivery details indicating that the package was left in a mailroom.
However, I was not initially requesting a refund or replacement. What I specifically requested was actual, verifiable proof of delivery, such as the recipient’s signature or a photograph showing where the package was left, so I could confirm whether it had actually been delivered to my freight forwarder.
Amazon informed me that delivery drivers are not required to obtain a signature or take a photograph when delivering packages, and that neither was requested for this particular order. As a result, despite repeatedly requesting evidence to verify the delivery, I have not received a signature, photograph, or any other independent confirmation that my freight forwarder physically received the package.
I understand that Amazon’s tracking system may indicate that the delivery was completed, but that does not resolve the main issue: my freight forwarder has no record of receiving the package.
I would appreciate assistance in getting Amazon to properly investigate this matter and provide verifiable evidence that the package was actually delivered to and received by the intended recipient or an authorized receiving agent.
My main concern is not simply obtaining a refund. It is establishing what actually happened to my package and ensuring that Amazon does not consider a delivery confirmation alone sufficient when the intended recipient has no record of receiving it.
Thank you so much!
American Airlines told me my dogs could never return to the U.S. from Honduras — seeking advice
On February 18, 2026, I arrived at DFW with my two daughters and my three dogs for a flight to Roatán, Honduras, where I had spent more than a year preparing to relocate permanently.
At check-in, three American Airlines employees and a supervisor told me that if I took my dogs to Honduras, they could never return to the United States. They said this was a U.S. immigration-law requirement.
I had carefully researched the requirements and completed the necessary veterinary documentation. However, I was afraid a new regulation had taken effect or that I had missed something. I trusted the airline employees and made the decision not to board rather than risk being unable to bring my dogs home.
Afterward, I contacted the CDC and learned there was no blanket U.S. prohibition preventing dogs from returning from Honduras.
My relocation was disrupted, with approximately $40,000 in documented and estimated financial impact.
For eight months, I have repeatedly asked American Airlines to identify the law its employees cited. Despite written responses and formal complaints to the DOT and Texas Attorney General, I have not received a direct answer.
I have submitted my correspondence to Elliott Advocacy for review.
I would appreciate advice on how to obtain a substantive response from American Airlines and whether there are additional consumer advocacy options I should consider.
Has anyone dealt with a similar situation involving incorrect information provided by airline employees about international travel requirements?
I’m so sorry this happened. You were standing at a check-in counter with your daughters, three dogs and a year of planning, while a supervisor told you your pets could never come home. I’d have walked away from the counter, too. You made a reasonable call with the information you had.
There’s no U.S. immigration law that keeps dogs from returning from Honduras. Dog imports fall under the Centers for Disease Control and Prevention. The CDC does list Honduras as a high-risk country for dog rabies, though. A dog that has been there in the previous six months has to meet extra requirements to come back. For a dog vaccinated in the U.S., the key document is a CDC form called the Certification of U.S.-Issued Rabies Vaccination. A USDA-accredited vet has to complete it before the dog leaves the country, and the USDA has to endorse it. It isn’t the same as a regular rabies certificate. Without it, the return gets much harder.
https://www.cdc.gov/importation/dogs/us-vaccinated-high-risk-countries.html
I suspect the agents garbled another piece. American’s pet policy says it won’t accept dogs as carry-on pets if they’re coming from, or have visited, a high-risk rabies country in the previous six months. Service dogs that meet CDC rules are the exception. American accepts checked pets only from active-duty military and Foreign Service personnel on official orders. So American itself wouldn’t have flown your dogs back from Roatán. That’s an airline policy. Other carriers and pet shippers set their own rules.
https://www.aa.com/web/i18n/travel-info/special-assistance/pets.html
I think that explains eight months of evasive answers. American can’t cite the law because there isn’t one. Its agents appear to have turned “we won’t fly them back” into “they can never return.”
So change the question. Send one short, polite email to American’s executive contacts. Include a dated timeline: the Feb. 18 check-in at DFW, the employees’ names if you have them, your record locator and your complaint numbers. Explain that the agents cited a U.S. immigration law that doesn’t exist, and that the restriction appears to be American’s own embargo. Then ask for specific outcomes. If you haven’t received a refund for the unused tickets and any pet fees, ask for one. Ask for a written explanation of what its agents should have told you. Ask American to assign one person to your case.
https://www.elliott.org/company-contacts/american-airlines/
We’ve had reports this year that some American executive emails bounce or go unanswered. If yours do, use American’s web contact form and mention it in your DOT complaint.
Keep that DOT complaint current. Federal rules require airlines to send a substantive written response to a complaint within 60 days. Add American’s pet policy page and your latest correspondence. Your Texas attorney general complaint can stay open, too.
On the $40,000, I’ll be straight with you. Airlines rarely cover losses beyond the ticket, and American will likely argue that you chose not to fly. If you want to pursue the full amount, talk to a lawyer. Federal law limits many state-law claims against airlines.
United Airline Compensation Update
Hi Chris,
A little update on how things are going on my end with United Airlines:
I reached out to Michael Sargolini from Priceline and they expedited my
complaint to United Airlines. I was refunded $37.61 and $29.01 for my 2 seat changes, $45
for the luggage fee, and another $150 for my troubles. I guess I need your
advice one more time. Do you think I should accept this and move on at this
point? Does this amount seem fair to you? My flight was $421.80 round trip,
plus the seat change 2x and luggage fee 2x, plus the uber ride home from
San Francisco $31.45, +/- whatever it was, to change my new flight back to
the earlier one I found taking off from Denver to SF, bringing my total to
$609.87. A refund of $261.62 is appreciated but I am not sure if that is
remarkably generous and/or how much I realistically should expect.
Thank you again for your time and care with me and this issue.
Kind regards,
Amy
Okay, sounds good. Thank you so much for your input and getting me help with this. I’m very grateful for all that you guys do!
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