Office of Attorney General - State of Florida

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FORT LAUDERDALE, FLORIDA -- On February 8, 2007 I traveled with my husband and infant son on American Airlines flight number 2214, traveling from San Juan, Puerto Rico, to Fort Lauderdale Florida. My husband was traveling to Puerto Rico at the behest of the Federal Bureau of Investigation (FBI), and American Airlines is their carrier of choice. I decided to accompany him because I am a frequent flier on American Airlines and have always been very satisfied with the respect and attention the airline gives to its customers. All things being equal, such as the cost of a plane ticket, the only reason to select one airline over another is customer service. I travel extensively, and take the quality of customer service, or the lack thereof, very seriously. This most recent travel experience has made me reconsider my decision to fly exclusively with American Airlines.
On the afternoon of the flight, we arrived at the airport two hours early and were greeted by a staff that was courteous and polite and represented the type of customer service I have come to expect from American Airlines. That was the last positive experience I had that day. We arrived at the gate to learn that the flight was delayed an hour and a half. No announcement was made, and no customer service representative was present at the gate, so the only way we learned this was by looking at the board. No explanation was given for the delay. The flight was scheduled to depart at 4:20, but did not begin boarding until six o’clock. At no time were we offered any kind of food voucher or offered any assurance that the flight would be boarding shortly. So, not knowing the exact status of the flight, we were unable to leave the gate area to have lunch.

We were placed in the last row of the plane, where the stench from the toilet was overwhelming. There were two flight attendants assigned to the rear of the aircraft, and when we inquired as to the reason for the delay, we were told that the pilot was, “late for work.” When we inquired as to whether there was anything that could be done about the extremely foul odor emanating form the bathroom, we were told that there was not, and the flight attendant’s response was, “I have to be back here too.” We remained on the ground for approximately thirty minutes, with still no official explanation for the delay or any apology for it.
Once the plane began to prepare for takeoff, it became apparent that the instructional safety video was malfunctioning. Instead of the flight attendants beginning a manual instruction of the appropriate use of the seatbelts, flotation devices, and oxygen masks, they sat mute in the back of the plane. Shortly thereafter, the co-pilot came on over the intercom and stated that the video was malfunctioning and all we really needed to know was, “don’t inflate the vests inside the aircraft.” Not only was this extremely unprofessional, but I’m fairly certain it violated FAA safety regulations.
After take-off, the flight attendants began to sell snacks. Because most of the people on the plane had been waiting for several hours in the airport, not knowing when the plane would be departing, the snacks were gone by the time the cart reached the back of the plane. My husband asked the flight attendant if there was anything else available to eat, and inquired as to why he was not permitted to purchase something prior to the snacks being sold out. He also asked to be moved because the stench from the toilet was still overpowering. My infant son was asleep in his arms, so when my husband made this inquiry, his voice was subdued and he was extremely polite. The appropriate response to this would have been, “I’m so sorry you’re not having a pleasant experience with American Airlines today. We work very hard to make sure our customers are satisfied and pleased with our service. I don’t know that I can find you something to eat, but I’ll try and if there’s anything I can do to make you more comfortable, please let me know.” Instead, she said, “It’s not my fault. This is the way it is now; you just have to roll with the punches.” He responded that he was a paying customer and had, in fact, paid $650.00 for his ticket, so he really didn’t think he had to “roll with the punches.” She responded again that it wasn’t her fault and they (meaning American Airlines), didn’t feed her either. The obvious difference is that she was working and we had paid a significant amount of money for our tickets. Regardless, the response was completely unprofessional, inappropriate, and rude. Her cavalier attitude was not reserved solely for us; the gentleman seated across from us was a business traveler who had paid over a thousand dollars for his ticket. He inquired about a bottle of water and was told it would cost $2.50. The same flight attendant gestured to the galley and told him that he could get a cup of tap water if he wanted.

When the flight attendant returned with the beverage cart, I asked her if she could please tell me her name. All of the flight attendants on board were wearing name tags, and hers was noticeably absent. She informed me that she did not have to give me her name. My husband, who is a deputy sheriff for Palm Beach County, Florida, told her that he had to wear a name tag and would be very surprised if the same were not true for her. He then asked to speak with her supervisor. She replied that she was the supervisor and she would not be giving us her name. She then said, “You know what, this is harassment, I am going to have the police meet the plane.” My husband, knowing he did nothing wrong, invited her to do so.

Clearly, asking for an employees name in order to register a complaint is not harassment and even if it is perceived as such, is not illegal. We did not raise our voices and did not so much as unbuckle our seatbelts. Even in the light most favorable to the flight attendant, we did not assault, threaten, intimidate, or interfere with this flight attendant in the performance of her duty. As the police did not meet the plane, it is clear that she intended only to make an empty threat. Threatening to have someone arrested is not only unprofessional its offensive and an abuse of power. Her behavior was inexcusable, and caused us both a great deal of stress.
I can only assume that the flight attendant did not want to give her name because she did not want her deplorable behavior reported. I would very much like to provide American Airlines with her name so that appropriate action can be taken. Unfortunately, I can only say that she was an African-American female and her uniform was a high-necked style that differed from the white shirt and jacket style that the other flight attendant was wearing. I am forced to take her at her word that she was in fact a supervisor, but if that is the case, American Airlines has very serious problems with its promotion process as she seemed to have absolutely no training in appropriate customer service.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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User Replies:
Noneill on 02/11/2007:
I agree that behavior is deplorable. You should have asked the flight crew as you deplaned who she was and who her supervisor was. Someone Probably would have told you. She is only one person. I wouldn't hold this against AA until you give them a chance to act. I am betting they will respond.
MRM on 02/11/2007:
You should have ask other flight attendants about that offending persons name.
Anonymous on 02/11/2007:
Well this is is your first bad experience with American Airlines, so I would not hold it against them, unless ofcourse you are the same age as your son, I would remember all the service they provided me. Also maybe your husband and you thought you were acting in a non threatening way but we don't know the FA's story I would like to here here side of the story, as to why she felt "threatened" or threatened.
yoke on 02/12/2007:
I have always been told there are 2 sides to every story. I wonder what the other side is?
Anonymous on 02/12/2007:
AA is one of the better airlines for sure. Hearing what happened from both sides may never happen. This very well could have been a AA employee with an over size ego and authority complex having a bad day running up against a local Sheriff with the same issues? Or at the very least the Sheriff's wife having a bad day? We will probably never know. I have a number of friends that are Police and trust me their ego's and authority complex's are huge. Nice guys but most can not function outside of their circle of friends that are fellow peace officers, police seem to only have police for friends (I used to work for a police agency). I am sure it is because of what they do for a living and what it takes to do it for a living. Wives/husbands of peace officers display the same personality shortcomings as their husbands/wives over time, the authority, ego, were better than you issues. Not all but a lot of peace officers and their spouses can not even deal with situations like what happened on the AA flight like the rest of us because their ego's will no longer allow it. What would this lady have done if there was a real problem? An airline left me in Spokane for 14 hours once, after I could no longer believe anything they said I rented a car and drove to Seattle to catch a plane home. Pissed for sure but I never played the jerk roll with them. I did ask for a refund on my plane ticket and the cost of the rental car when I got home, they were only to happy to agree after they heard what they did to me, I was always professional about it. My 3cents
rnick821 on 02/12/2007:
That was a very well-worded (although someone long) letter. I hope that you are able to follow up and let us know if and how AA responded. If the flight was not full, they should have least attempted to re-seat you away from the chemical toilet...if that was impossible, they should have told you so. I have yet to fly on an airplane where they charged for all refreshments including bottled water...I knew that day would be coming at some point, however.

I guess I have been extremely lucky...although not a frequent flyer, I get on an airplane probably 4-5 times a year (or more) mostly for Army Reserve business or to visit family/friends. I have never had an experience with a rude flight attendant. I suppose that day will come at some point as well.

Good luck with this, and keep us posted.
Anonymous on 02/12/2007:
Yoke - We will never know the other side of the story, because the OP will not mention what they did wrong if they did anything wrong.
doescustomerserviceexist? on 02/13/2007:
Sounds like your not alone, just read what other people have to say about them. The lack of comunication with the delay I can only imagine it was stressful. I know with older children I always come prpared I have plenty of food with me in case of delays you are in an airport delays happen often. I also check the seat number before I board and change it if I need to.
It is really hard to change it once you are on.
As for the flight attendant sounds like she was on a power trip. You have to stay calm on a plane if you show stress and/or get upset, others around you can get nervious and upset and may even fear for there safety (justified or not). You pretty much have to hold it in until you land and then I wouldn't have left the airport until you had an supervison inside take a written complaint.
The world in general is becoming less personable, and they shouldn't have left you hanging.
As for ghostbuster, I wouldn't worry about what he or his friends say, I called him out on him being one of the biggest internet bullys and he's since attacked all my postings and tryed to call me a bully.
Anonymous on 02/15/2007:
doescustomersevicesexict - You are a bully. You go around looking my posts because you are a bully, and you don't like it when people take my side. I guess you have a low self exteem. Leave Yoke out of this. You are not always right.
doescustomerserviceexist? on 02/15/2007:
ghostbuster: First off if your going to me on here learn to read. I wasen't referring to Yoke nor yourself. Obsessed with yourself much, I think so. I was referring to the airline. You came on and attacked me because I called you out on being an internet bully. I enjoy following you now, so that everone can see you for the jerk that you really are.
I'm only helping protect the consumer from your bullying.
Look at your posts you need some serious help, sorry but you do. You are a bulling jerk who has no right putting people down all the time for no reason.
Anonymous on 02/16/2007:
OK, ghostbuster and doescustomerserviceexist?, take it somplace else please. This is not the proper forum for you two to be acting this way. This post was about an American Airlines Complaint. Keep your posts related to the subject or start a new thread where you can fight it out. Thank you
Anonymous on 02/25/2007:
superbowl - I agree with you that they should take this else where, they search for each other's posts to attack each other and stay off topic. Ghostbuster may be ten but they are both acting ten.
doescustomerserviceexist? on 02/25/2007:
ghostbuster: I now see that you may have been trying to compliment me above, and I'm sorry that I was on such attack mode myself. I got way to caught up in this and did to you what I didn't like you doing to others. sorry.
superbowl: I agree.
Anonymous on 02/27/2007:
That's okay doescustomerserviceexict, I think I was being stubborn and on attack mode also. BIG TIME.
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Home Construction Fraud
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We signed a land/home deal in July of 2005 that quickly became a troubling situation. In October of 2005, we were notified that the lot we purchased from the home builder would not hold the plan we had closed on, that they designed for the property they sold us. It was a strange situation as the home builder sold us the lot as well as the plan, but they were off by such a large margin that we were unable to even attain the model of home that we signed the contract for. We were told we had to accept a lesser model.

Since then, they have continually delayed in returning phone calls (or not returned them altogether) and took 17 months to offer a plan that was not less than the quality and square footage of the original deal. They had offered us a house of considerably less square footage and quality but for the price we were locked in on.

Now, we are in our 23rd month of construction. Many of the people who work for them have left. The owner refuses to return our phone calls, and draws have been made on the loan but sub-contractors have not been paid. Work is now halted on our property, with what appears to be a couple of weeks worth of work left on it. I showed up at their offices on Friday and asked for a copy of our file with them, and their financial manager told me, "you'll get it when we're good and ready to give it to you." She then ran to her office and locked the door, refusing to speak to us.

The plumber who worked on the property has placed a lien on the building. The electrician claims that the owner owes him $70,000 for work done on multiple properties, including some from ours. Work is completely shut down now, and we can't get any answers. The foreman at our home site said that he's been given the owner's attorney's phone number and told to contact him. The company is Turn Key Home Builders Inc.

To help keep me as a potential future customer, I would like the following:

Having taken so long from what was stated it would take, it's at a point that ideally, we'd just like out with our money back. I understand that it's a scenario that may not happen.

In the event that we can not just find a way out and be done with them, and get our money back, I'd like to find a way to guarantee that the house is completed and that it is done as soon as possible. With the slowdown in overall construction, I cannot see any reason why this house is not yet completed.

I would also like to know what my rights are and what the laws are regarding an owner who makes draws from an account, which in turn does not get to the contractors that were working on it. Any help that could be provided would be very helpful.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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DarkProwler on 05/14/2007:
Get all your paperwork together, documentation of phone calls you may have, and whatever else, and contact an attorney. It looks like this business is in serious trouble, and they'll take you with them if you're not prepared.
grandma005 on 05/14/2007:
It is already to late.
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Representative Kit
Posted by on
DUNNELLON, FLORIDA -- This letter is concerning a company by the name of Simply Satisfying Soaps located on 7719 W. Hunterhill Street, Dunnellon, FL 34433. The owner is *Name removed*

I am writing you this letter as I'm very disturbed. A few weeks ago I went to her website to sign up as a rep. There was a little agreement online but I did not sign anything. She told me to order the kit and she'll send me the agreement. So I did that. When I got the kit the agreement inside was very different than the one I saw online! The information found in the manual was different than what I saw online. I did not sign the agreement as I did not agree with it. The main thing that disturbed me on the agreement was when it said, ' Simply Satisfying Soaps is not responsible for its products'. I did not think this was right so I emailed her requesting a refund and I told her why. She told me she would not give me a cash refund and that I would have to take store credit. I told her about the two different agreements and that it was her liability for not putting it online. And I told her that if I had known that I would not have signed up. She agreed to give me back my money provided that I made sure the kit was sent back in good shape. So I made sure the tops were screwed on properly, the packaging peanuts was put in properly and the every package was sealed. I spent about $10.85 to send it back.

She sent me an email (telling a fib I believe)and said the box was leaking when she got it and that I would not get a refund! I was boiling mad! I told her it was impossible! I must admitt this she did take pictures of the kit and emailed it to me but I feel it was set up! It may sound strange but it happens all the time. The post office would not have sent it to her if the box was leaking. They would have sent it back to me. I know this from when a friend tried to send me something, the box leaked, and the post office sent it back to her. So I know this from experience.

I spent $25 for the kit plus $10 for the shipping. Then I spent about another $10.85 to send it back to her. I could understand that the ten dollars she used to send to me be not refunded. I understand that. But I want $35 dollars back because it cost $25 for the kit and it cost me over $10 to ship it back and I feel she should pay that because she is lying! She also lied to Paypal too. I went to Paypal and they said they could not help me because the cannot guarantee the condition of the contents before it was shipped to me.

A few days

To help keep me as a potential future customer, I would like the following:

So not I'm coming to you. I want $35 back because it cost $25 for the kit and it cost me about $10 to ship it back. I want to be paid for my shipping because she is lying! She only took a few pictures. But she did not take pictures of everything. If she wants to play game with the post office I can get a statement from them and see if the box was leaking-which I highly doubt it was. Thank you.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Anonymous on 08/18/2006:
One of you should have insured that package, it is pretty cheap for something that costs under $25.00.
It is too bad it didn't work out for you though, hope your next venture goes better.
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Misleading Advertising / Scammer
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BOCA RATON, FLORIDA -- Letter to Attorney General:

I subscribed to VoIP telephone (Acct $ 56146) from on 12/14/07 as unlimited calling plan that includes US, CANADA and Mexico unlimited calls. I was an MCI local subscriber for last 3 years. I transferred my home number to VOIP service. I also paid them yearly since yearly payment reduced monthly charges. Last week, I received an email saying that I exceeded residential average users minutes and they suspect that I use it as a business. I sent an reply that it is my primary home number and I use exclusively for home use. My wife uses it to study with her partner which she did with MCI plan too. Last week, the company chaged my plan to business plan without my permission and sent an email to me that now I have to pay $19 for 1000 minutes and additional minutes will be charged extra. I called the company on 2/28/07. Their Rep Maria stated that the Federal govt enacted a law that allows home users of VOIP to use 2500 minutes per month. Anything more will be considered business. I asked why then advertise as unlimited and also the terms does not say anything about minutes limitation. She said that Fed allows them advertise UNLIMITED plan but would not allow more tha 2500 minutes calls. That seems to me FISHY and misleading. I asked to cancel and refund. She said that they will charge me $39 to cancel my service. That $39 cancellation fee also not in the terms of service. The terms of service does not say any thing about Fed law and minutes. They have 30 day refund period and di dnot tell me anything in 30 days but tellimg me this after 30 days. It like they traped me.

I am asking help. If residential lines are not allowed to make more than 2500 minutes, why scam people with UNLIMITED calls. I used Optimum online VOIP for last 3 years but never got this.
I am asking full refund of my money except usage according to residential plan not biz plan. I already subscribed to another voip and requested to transfer my number.

I found 2 other similar complaint in regarding

Please help.

Thank you

To help keep me as a potential future customer, I would like the following:

I like to get a full refund except for usage since their advertsing is misleading and did not disclose their policy of usage limit but advertised as UNLIMITED.
They need to stop this kind UMLIMITED advertising or disclose their minutes usage policy.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Anonymous on 03/07/2007:
I have Vonage
cybermema on 08/07/2007:
I agree VOIP.COM is a bad company to do business with, contact the BBB in Florida, they operate out of Boca Raton and also file a complaint with the FCC and the State Attorney general in FL. There is a thing called truth in advertising. Oh, and dispute it with your credit card company, also print out the TOS, and any emails from them to prove what you are saying. Good Luck
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repairing of two RCA 32 inch tv's
Posted by on
ST AUGUSTINE, FLORIDA -- In June of '05 I bought two 32 inch RCA tv's at Wal-Mart in St Augustine FL for $250.00 each. One for me and one for my son. First mine broke down on the 4th month I owned it. It started turning on and off all by itself (even in the middle of the night), doing autosearch over and over. Turning the power off or using the remote won't stop it, I have to pull the plug out of the wall. I contacted Thomson and after many phone calls they agreed to in addition to the parts pay $80.00 toward the labor. I finally found someone to fix it, they had it for about two weeks brought it back with a bill for $300.00. I knew I shouldn't have paid it and told them to keep it but I was sick of having no tv. Right after they brought the tv back and I went to use it, it started doing the same exact thing. I don't know what they did but they didn't fix it. So back they come and get the tv again. They told me there would be no charge. I finally called them today because they have had it now over a month and say they are waiting on parts and that I am responable for the labor again. I then called RCA and they will allow me another $80.00 toward the labor which is nice but I can't afford the rest of the balance. Fixing the tv is not cost effective. I could have gone out and bought a brand new one (different brand though) cheaper than what it is going to cost me. Now just yesterday the second tv started the same thing. This is ridiculous. These two tv's that I paid 250.00 each for are going to end up costing me over 1000.00. I am not a rich person, I live on a fixed income and can not afford all these repair bills. Not to say I have been without a tv for about 2 months time total. This model should have been recalled, from what the repair man told me it is very common in this model. Maybe this is why Wal-Mart is selling them so cheap. What am I supposed to do now? The second one needs to be fixed now. All I get from RCA/Thomson is a run around.

To help keep me as a potential future customer, I would like the following:

I would like a full refund for both tv's and a refund for the repair work that didn't fix it so far, and they can keep their tv's. Marvin's TV Repair in Jacksoville Florida is supposed to be the authorized dealer in the area. They are the ones who have my tv.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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tander on 03/10/2006:
Walmart when they have T.V.'s on sale like that, it's usually what's been left in there warehouses,which could be they were sitting for a couple years.
Anonymous on 03/13/2006:
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Rebate Fraud
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OCALA, FLORIDA -- I purchased two Soyo barebone computers from Tiger Direct in 2004. There was a total of $140 in rebates due to me. The rebate requirements were met and acknowledged, yet whenever I checked with the company who issues the rebates, they said the checks would be mailed within 2 weeks. This went on for over a year. Neither Soyo nor Tiger Direct would respond in any manner. I have kept copies of all the documentation.

To help keep me as a potential future customer, I would like the following:

I want my rebates and I believe Tiger and Soyo should be punished in some manner for their misleading advertising. Two other individuals who work at the college with me are suffering the same fate. They should pay a stiff fine and be prohibited from any further falsehoods in their advertising.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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Michel on 11/01/2006:
Rebates are the scourge of promotional marketing. It's a veritable hot-potato that no one is responsible for. TIger Direct will calim the manufacturer is responsible for the rebate, the manufacturer will claim the rebate center is the responsible party and the rebate center will tell you that they are running a bit behind (eternally is what they mean) or that you made mistakes in the rebate submission. My reccomendation, keep a paper trail. The day after the rebate checks were due (and don't show up), place BBB and FTC complaints, and dispute the charge (in the amount of the rebate) directly to Tiger Direct, theough your credit card company. Even though they were not the people responsible for the rebate, they were the agents and made you a sale based on advertisement of that rebate.
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Misleading, Fraudulent Practices
Posted by on
TEMPE, ARIZONA -- Global Net Warehouse promised me I would see results in 30 days, not to worry, I could get my money back. I was told I did not have to advertise, just pay $199 for a website and $19.99 a month to maintain the site. Then I was told I would have to advertise and for just $500 would get 150 brochures that would guaranty my income. I spent another $55.50 for postage, printed letters and advertised. After 4 months, nothing worked. I reported them to the BBB and they also got no satisfaction from this company.

To help keep me as a potential future customer, I would like the following:

I would like my money back for the brochures and the website in the amount of $699.00. I actually spent about $900 but would be happy with $699.

At the very least I would like a response from your company regarding this incident. Thank you for your time.
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User Replies:
guchiedad on 01/04/2006:
If they give you the money, will it *really* keep you "as a potential future customer"?
spiderman2 on 01/04/2006:
What was that thing that P.T. Barnum said?
Ponie on 01/05/2006:
Spiderman, you beat me to it. :)
LarryDan on 01/05/2006:
Oh you silly ponzi schemes. Will they ever learn?
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