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2019 Top-Rated Nonprofit

Elliott Advocacy

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Nonprofit Overview

Causes: Human Service Organizations, Human Services

Mission: Elliott Advocacy is a 501(c)(3) nonprofit organization that empowers consumers to solve their problems and helps those who can’t.

Target demographics: consumers

Direct beneficiaries per year: More than 10,000 consumers.

Geographic areas served: Online

Programs: direct advocacy, journalism on an ad-free website and maintaining the largest database of executive contact information on the Internet.

Community Stories

122 Stories from Volunteers, Donors & Supporters

Client Served

Rating: 5

The Elliott Advocacy is amazing! I had an issue with a tour in Dubai. Michelle went above and beyond to assist me in getting a refund for a tour that I was billed twice for. The tour operator was from India, even though I booked the tour in the U.S. for the Dubai tour. Michelle contacted the American tour company and worked with the contacts there to resolve my issue. I appreciate all of their hard work at the Elliott Advocacy. I have been an avid fan since I started reading their weekly column in my Sunday newspaper. They are worth way more than the 5 stars that I am able to give.

Client Served

Rating: 5

Couldn't recommend Elliott Advocacy enough. I contacted them after over a month back and forth with hopper.com who mistakenly booked our infant as a lap infant instead of the seat we booked for our 10 hour flight. We had also tried to deal with the airline but no success. Dwayne took on our cause and within 24 hours Hopper called me to say they were resolving the issue and purchasing the originally requested seat for our infant. I don't think we would have reached this resolution without Dwayne. Thank you so much!

Client Served

Rating: 5

The Elliott Advocacy group helped me get my cruise itinerary straightened out once and for all due to miscommunication between the cruise company and the third party payor company. Fantastic communication and follow up until the end. The Elliott Advocacy group will be my first contact if I have any problems or issues in the future.

Client Served

Rating: 5

I was having issues with Lufthansa, they promised a rebate on a flight I had purchased then after submitting my documents I was redirected to a bogus customer service email address in which they kept claiming they could not help me or did not understand what I was asking. I was emailing them back and forth for 6 months and was so frustrated and at the point of just giving up when I found Elliott Advocacy through Google. I was helped immediately and my issue with Lufthansa was sorted within a couple of days (after months of me trying to deal with them on my own). Highly recommend, couldn't be happier with their service.

Client Served

Rating: 5

Seems almost too good to be true! Fast, efficient, responsive, at no cost to their "customers."

I had a bad experience with PayPal that resulted in them claiming they never received my $1,000 payment in spite of my bank telling them it was deducted from my account. I was at my wit's end and couldn't get ANYWHERE with their customer service. I found Elliott Advocacy through Google and was blown away by how quickly I received a response and how willing they were to intervene on my behalf. A couple of days later, my issue with PP has been resolved. I couldn't be more pleased!

Client Served

Rating: 5

Elliott Advocacy is the best could have happened to travelers!!! . Period.

I was totally frustrated with Priceline.com after they changed my itinerary without my consent due to "schedule changes from the airline". After their internal escalation and the consequence 1-hour long phone fighting, I was helpless and with no other option to pay extra to have what I had already paid for

Long history short: I found Elliot Advocacy, read some good reviews about it, sent them my case through their site, they wrote me back in less than 30min (!!!) for some clarifications, and next day early morning they had already sent the claim to their executive contact in Priceline.com. In less than 48 hours Priceline.com contacted me offering to cover the additional expenses to get back to my itinerary.

A miracle!!! The best I have experienced in years!!

Thank you very very much Michelle and Christopher!

Client Served

Rating: 5

Elliot is an amazing resource for all consumers. This organization and its staff are the antidote to the American corporation (big or small). If you've ever had legitimate gripe with a company and felt powerless in the face of their indifference, Elliott can and will help you. Their help is free (yes, FREE!!!), prompt, and effective.

In my case, after my floor was damaged by a regional furniture delivery company, I filed a claim for a repair. Even though I had submitted everything that was requested, the delivery company ghosted me when I inquired about the status of my claim. I asked Elliott for help and within literal minutes, I received from the delivery company a response in my favor. I can't promise that this will be your experience with Elliott, but it was mine and I can't believe that they were able to help me that quickly.

Client Served

Rating: 5

Great responsive and thoughtful emails at no COST. I was having a tough time receiving a refund that was awarded to me in a documented insurance guarantee. I made many attempts to reach out to HomeAway with no luck. The Elliot Advocacy gave me great advice and helped me navigate their system. They even took it a step further by contacting them on my behalf as well. It took some patients (I am not good in this area) and received the full refund.
Thanks all!

Daniella C.1

Client Served

Rating: 5

The team were so responsive, helpful and beneficial to me!

Suzanne M.7

Client Served

Rating: 5

My husband and I had planned a vacation for 2020. Unexpectedly my husband passed away in the last few months. In trying to receive a refund of our airline tickets the Elliott group assisted with this process when the airline refused my refund request. Very responsive service and would highly recommend their services!

Jack K M.

Client Served

Rating: 5

Our money is finally being refunded.
We were the victim of an aggressive "tax relief" company that charged our bank account for services that were neither requested nor authorized. We fought with Tax Rise for 4 months with no hope of being refunded. They would not return calls or emails. Tax Rise presented false testimony to our bank as to why they took our money.

We were researching small claims litigation when the great people of Elliot Advocacy came through. Our money is on its way back to us.

Client Served

Rating: 1

Terrible Advocacy group that is unwilling to help people. Stay away.

Ruth L.2

Client Served

Rating: 5

I received a letter from a company called Sedgewick, claiming that I owed over $1600 in damages and fees for a Budget car I had rented and settled 2 months back. The claims were completely false and very worrying. Thankfully I went to google first and found that this is actually very common. I found Elliott's website and forums, and followed the plan laid out in a very helpful pinned post for how to respond to this kind of accusation. However, I had further trouble because I could not find an e-mail address for Sedgewick. Initially I sent my response to budget customer service, but they replied telling me I must go through Sedgewick, without giving me any email address for them. I sent an enquiry to Elliott Advocacy through their website asking for advice. Within 24 hours, they had found an email address of a contact at Sedgewick that I could contact. I was impressed by their personalized and dedicated help! I sent my reply to the contact they found, and within a few days, the charges were entirely dropped. Elliott Advocacy is an amazing organization. I'm sure they have helped countless others in situations where some business wants to take advantage of unsuspecting customers. They certainly helped me and my family and I cannot thank them enough.

Client Served

Rating: 5

We were impacted by Hurricane Dorian last month and lost two days of our home rental on the NC Outer Banks due to a mandatory evacuation. Under North Carolina law, the renter is not entitled to a refund from the homeowner/realtor in the vast majority of cases even though the home cannot be legally occupied. The morale of the story is to make sure you have trip interruption insurance in NC. We did not purchase travel insurance from the realtor and assumed we were out of luck.
We contacted Elliott Advocacy to confirm that our loss was' our loss'. Michelle at Elliott reviewed all of our documents and reported that our conclusion was sadly correct- we were entitled to no refund from the realty agency or the homeowner.
But not all hope was lost! Noticing that we paid by credit card, Michelle asked us to contact our credit card company to see if we had trip interruption insurance as a card benefit. Imagine our surprise when we learned that we, indeed, had very generous trip insurance though our credit card and would be well compensated for our loss!
We cant say enough about the help we got from Elliott. They were responsive, thorough and in the end had a suggestion that saved the day for us.
This is a non-profit that really delivers for the consumer!

Client Served

Rating: 5

I bought an LG refrigerator from Best Buy with a Geek Squad protection plan. Best Buy wanted me to go to LG to replace the defective compressor. But, even after LG lost in class-action for using bad compressors, they continued to put the same bad compressors in newer fridges including mine. I was getting the runaround for weeks as I asked Best Buy for a replacement with a more reliable brand. 18 days without a fridge! After weeks of phone calls, and store visits produced nothing, I used some of the company contacts to create a paper trail as advised on the Elliott Agency website, and then Mr. Elliott contacted the company for me. Within a few days I was called and the company agreed to replace the LG with a different brand.

Client Served

Rating: 5

I was having two absurd problems with AT&T Wireless:
1. I initially called to see if I could lower my bill, but every time I called, they made changes that cost more and more - and was being billed $180 MORE than I was before. I actually became scared to call again in fear that they would charge me still more.
2. They took away one of my wife's phone's features without notice, and simply refused to reinstall it without paying $800, despite T-Mobile's and Verizon's offer to provide this feature free. Every call to AT&T's so-called "customer service" department seemed to be routed to their "Department of NO."

With information provided by Elliott Advocacy, I found someone who quickly resolved the problems! Thank you!

Client Served

Rating: 5

I had an "irritating issue" with Direct TV/AT&T and had several distressing customer service phone calls which did not resolve my problem. I decided it was past time to cut ties and cancel the service, which I did. 10 & 12 days after cancelling, AT&T sent 2 separate boxes to return their equipment with the warning that I would be charged for not returning their equipment.
I sent both boxes off after receiving them and used the Post Office receipt to check that they had been delivered to AT&T. About 2 weeks later, I received an e-mail telling me that the credit I had on the account due to canceling the service was gone and an additional charge of $180.00 had been placed on my card because I did not return the equipment. I cannot prove what I don't have!
Using the list of executives on Mr. Elliott's website and following his posted instruction (from all of his newspaper columns) I wrote a three paragraph e-mail to the person listed for AT&T. It was a brief and POLITE description of what the issue started as, what the current issue was and what I wished to have done about it. I included my name, service address, account number, email address and phone number. I received a call from AT&T within 6 hours of sending the email and assurances the issue would be resolved. The equipment had been returned but not credited into their system correctly by the receiver.
It was resolved. The charge to my credit card was reversed and I received a debit type card for the back credit owed. This was easy!
Thanks for publishing the many contacts you have! I know there are difficult situation which require your intervention, but in my case having the e-mail address available and clear instructions about how to proceed allowed me to settle my own issue!

Jake K.1

Client Served

Rating: 5

Travel ordeal with Lufthansa Airlines

In August of 2018 myself and 2 travel companions were flying from Minneapolis to Naples Italy, changing planes in Chicago.
Due to a thunderstorm in Chicago we missed our connecting flight to Naples and had to spend the night in Chicago.
Our travel agent booked us on a flight to Naples the next day.
That plane ended up being overbooked and a Lufthansa representative was offering $800 cash to anyone who would give up their seat.
When our trip was over I contacted Lufthansa to collect our cash, and was told by their customer service that because our original flight was late they were not going to compensate us. This is when I contacted The Elliott Advocacy Group.

Within 2 hours of my initial email Michelle Friedman from Elliott Advocacy replied to my email and the battle with Lufthansa began.
Michelle tried contacting Lufthansa on my behalf and that went nowhere. After several more ignored emails to Lufthansa Michelle had me email the German Aviation Authority.
It turns out this was key. To make a long story short, the GAA contacted Lufthansa on my behalf and told them to send me $2400.
It took several months and some persistence, but today I got a check for $2400 – 13 months after our trip.

I can’t thank Michelle enough. I never would have collected this without her help.

Michelle, you’re the best!

Client Served

Rating: 5

I had a case where I was denied boarding on a cruise for absence of visa documentation, the requirement for which was mis-communicated to me by a cruise employee. I reached out to Eliott, when everyone else told me I did not have a chance of getting this resolved positively. Michelle took up my case and promptly reached out to the cruise executives. I was told that it generally takes 15-30 business days for the cruise line to even respond to a complaint, let alone positively address it. I had no hope after reading about similar cases with various cruise lines on social media. However, the cruise line responded in a week's time by providing credit for the voyage fare towards a future cruise to be availed by my family. This was all due to Michelle and the team's effort of expediting my case with the executives at the cruise line. I am extremely grateful to Eliott for taking up my case and being transparent and supportive throughout, until my case was positively concluded. Kudos!!

General Member of the Public

Rating: 5

This organization deserves more than 5 stars! Dwayne was a HUGE help and is truly an advocate for consumers.
I am happy to report that after several months of chasing my promised refund from ATT with no luck I finally found Elliott Advocacy and they helped me quickly get my full promised refund. I am certain that the advice, guidance & the resources available on their website was what made this outcome finally possible. Thank you for helping consumers like me hold theses companies accountable. I have already and will continue to recommend your website and resources to others in similar situations.

Client Served

Rating: 5

After getting the run-around from Iberia with a promised flight delay refund I turned to Elliott Advocacy. It took some effort on my part but our 600 euros a piece for my husband and myself just arrived in the mail! Dwayne endured my many emails and just kept me on the right path. Well worth the effort. And their website is awesome!

General Member of the Public

Rating: 1

this is a scam, just looking for donations, numbers emails and addresses only get you through to more dumb customer service reps. trust me on this. these people do nothing and the companies provide them with the contact that will have no authority to help you. another rip off.

1 JLWentz

Client Served

Rating: 5

If I could give ten stars, I would. This is the second time I have been helped by Michelle, and Elliott Advocacy.

The first time, I was having major issues with BJ's Wholesale Club. I had purchased a sofa, love seat and chair there. Not too long after my purchase, they started to literally "peel". The set was relatively new, still under warranty, and never abused in any way. Distraught, I contacted BJ's and was told to contact the manufacturer of the furniture. While in the process of calling and e-mailing, I was in the hospital recovering from surgery. I was watching the news there, only to see footage regarding other consumers in the exact same situation with peeling leather furniture. I was getting a serious runaround from the company who manufactured the furniture, Abbyson Living. After some research, I happened upon Elliott Advocacy, and subsequently Michelle Couch-Friedman. She was absolutely amazing!! The issue was resolved quickly and without further stress on my part but to let the company in to pick up their furniture. I received all of my money back, which was in the several thousand dollar range!

However, more recently I ordered five shirts from a company called Berry Look. They arrived over a month after the order was placed, and were of horrible quality. I reached out to Berry Look, and was given a serious runaround. They attempted to "barter" with me in exchange for keeping the clothes, giving them to someone who may be better able to fit into them. I refused, and insisted on returning. Of course, this was to be done at my expense, with tracking. The address provided was to an individual named "Jimmy" (sketchy!). Subsequently, I never received a refund, so I contacted PayPal as I paid through them. Between the runaround from Berry Look, and more nonsense from PayPal, I was ready to give up. Every single day in my e-mail, I received a response from PayPal that my "claim is denied", for this reason or that reason. Finally, after I e-mailed proof to PayPal that I did indeed return the items to the address given to me by Berry Look, I still encountered resistance. I must have called them ten different times, always getting an answer that was not suited to my situation. Frustrated, I remembered Michelle's amazing assistance the first time and reached out to her once more.

Suffice to say, I have since received a refund. Without her assistance, I would surely have given up eventually! Michelle is a true professional, friendly and dependable. Prompt in her responses to you, and in providing a resolution to consumer issues where there is seemingly no hope. SO glad I found this group! Thanks again!

Anton G.1

General Member of the Public

Rating: 5

Michelle and Elliot Advocacy helped me recently to resolve conflict with AirBnB host where i was not given the full address after booking. After asking host politely for the address i was told no. i spent several days going back and forth with airbnb support and they asked for address on my behalf (host said NO again) and then asked if host would consider cancelling the reservation so that i don't lose any money and look for other place (again No from the host). At that point i was told that "it is up to the host to not reveal the full address until check-in". I contacted Elliott Advocacy and Michelle reached out to Airbnb contact and i got email next morning that airbnb gave 24 hours to the host to either give the address or the reservation would be cancelled. Eventually airbnb cancelled the reservation and i'm supposed to get the full refund. Michelle was super helpful and without her i would lose the initial deposit.

Chris A.2

Client Served

Rating: 5

This agency is beyond spectacular! We worked with Michelle Couch-Friedman and there are not enough stars here to 'click on' for this fantastic human being. She was absolutely terrific, quick, professional, persistent and steadfast in pursuing our claim. She was incredibly unwavering. Without her, we would have lost all of our hard-earned money for an all-inclusive vacation to Cabo San Lucas. This trip was in observation of our second wedding anniversary. My wife and I had a horrific experience with a travel agent, almost lost over $5K because of her grave mistakes. The agent also tried to make us pay an additional $900+ in penalties and re-booking fees. Michelle was meticulous with her investigation and showed total follow through until justice was served. We were 100% refunded and even received a flight credit in the end! Thank you again Michelle!

Linda S.15

Client Served

Rating: 5

Long story short...I booked a house with VRBO and then cancelled a few days later. I was entitled to 100% deposit back. Both the owner and VRBO said the other had the deposit. Spent long hours on hold with VRBO getting nowhere - they kept saying I would hear from then in 2 days...5 days later, I’d call again. Finally, I contacted Elliot Advocacy and Dwayne sent them an email. One day later, I’m asked for my bank details so they can deposit my refund! Thank you Elliot Advocacy and Dwayne!

Client Served

Rating: 5

I am so grateful to Michelle and everyone at Elliot Advocacy!! They made my day recently!

I booked 2 hotel rooms through Hotwire for International Barclay in NYC for the weekend. I paid Hotwire $727.84. I understood when I got to the hotel I would have to pay $136 in resort fees, which I did. However, I also noticed the hotel charged me $307.66 in addition to the resort fees. When I contacted them after I returned home, they told me that when Hotwire went to book the room, Hotwire's card was declined. They said I needed to take it up with Hotwire. I called customer support for Hotwire and was told to submit the hotel receipt showing the extra charge along with my bank statement. I submitted both on 8/5 via email and was told 5 business days it would be resolved. 5 days became 15 days and nothing. I called Hotwire in regards to my claim and they said I am not able to speak to anyone in that department (the offline team is what they called the people investigating my case.) and that someone will be in touch. I felt like nobody wanted to help me. I had gone back and forth between the hotel and Hotwire and every time one would blame the other and tell me I would have to take it up with the other one.

Just when I was at my wits end, I contact Elliot Advocacy. After giving them all the information and documents from my issue, Michelle told me that this was an error by the hotel and she was going to find out who to contact at the hotel. Well, two days later, I see the refund on my card and an e-mail from Michelle that the hotel admitted the error.

I spent three weeks trying to get this resolved between the hotel and Hotwire. Michelle and Elliott Advocacy had it resolved in 3 days!! I am so glad I found this organization. They are the real deal and will help people who truly need it!!!! Thank you Michelle and thank you Elliot Advocacy!!

Client Served

Rating: 5

I booked a flight through American Airlines in January 2019 with 2-$100 giftcards. An hour or so later, I realized I needed a different flight and quickly canceled, confident I would receive the full refund since I canceled within 24 hours. Months passed and I still had not received the giftcard refund. I emailed and called many times, just to be given the run-around.

I was finally contacted in early August with an email stating that the airline had no record of my cancellation and that I was listed as a no-show for that flight. I quickly responded with screenshots of my cancellation confirmation and all booking-related emails showing that I purchased and canceled within 2 hours, and that was well within the 24-hr time period for a full refund regardless of whether or not the tickets are Basic Economy. I then was told that I was not eligible for the refund since I booked Basic Economy and that those are nonrefundable.

I was truly outraged at the moral injustice of the situation. Not to mention, I am a loyal AA member and AA credit card holder. I was so displeased with the way the company handled this. I googled to see if others had similar stories and came across Elliott Advocacy and a story like mine. I reached out and was contacted within a day. I sent my email correspondence with AA to Elliott, and not even 48 hours later I received 2-$100 vouchers from AA for my refunded ticket.

Although my situation is resolved, I doubt I will be electing to fly American again in the future. Thank you so much to the Elliott crew for their hard work. I am so glad I found them!

Client Served

Rating: 5

Thank you for your support. Having you in my corner was the key to resolution.

My girlfriend and I took a much needed weekend away in Scottsdale, AZ. We stayed at the W Hotel apart of the Marriott Corp. We checked out after 4 glorious days with no problem. At time of check out we asked the hotel reception to half the bill and we will be on our way. After the total was given to us, we both agreed to the charges and completed our payment.

Two weeks later, I reviewed my credit card bill and realized I was charged an additional $750. Not knowing what this charge was for, I called the W to find out. I was charged a cleaning fee and disposal fee of bedding from a bio hazard that was found in the room.

I immediately asked for proof of said bio-hazard found. I was emailed photos and a cleaning fee spreadsheet. The bio-hazard found was supposedly urine. No proof given and no test was taken to prove urine.

After explaining to the hotel that the stain found in our room was a water bottle spill, mixed with the night's before make-up and tanning lotion, they decided to proceed with an investigation. Their investigation consisted of 4 hotel employee sources that all confirmed a yellowish, potent smelling, stain was found.

Not being able to get through to the hotel; that two 40+ year old women do not have accidents in the bed anymore, I chose to use Elliot Advocacy.

I needed to see if they really had a case against me and what were my rights if they did charge me unlawfully. I appreciate the truthfulness from Elliott and their staff. There was no run around and I was given the whole truth up front.

The report that urine was found was unfortunately non-disputable, but Elliott was able to reduce the charge from $750 to $225 which is consistent with a bio-hazard cleaning charge.

Thanks for all your help and keep up that great advocacy work!!

Client Served

Rating: 5

I was a long-time, high-status customer of Hertz, but when I returned a car 22-days early on an 89-day rental in Europe, I was denied the refund due to me per the written agreement issued by the company. After many months of frustrating back and forth, I finally received confirmation from the company's customer service that all had been handled and was well. Then, nearly a month later, I was issued a surprise bill and taken almost immediately to collections and put on the Do Not Rent list. Michelle at Elliott Advocacy worked to get the bill out of collections, have it nullified, and have me restored to my previous status. Without the assistance and intervention of Michelle and Elliott Advocacy, I'd still be having sleepless nights. They were incredible!!!

Client Served

Rating: 5

Had an issue with an online travel agency and hit a stonewall. They refused to refund $3,000 of money due to me after the airline cancelled the ticket within the rules. They refused to escalate the matter, provide contact information, and told me do not call us, we will not refund the money. Thankfully, after reaching out to Elliott, their executive office intervened and had the funds refunded within a few weeks. Such a relief, and their efforts on behalf of consumers is much appreciated!!!

Swetha R.

General Member of the Public

Rating: 5

After almost following up for a year with Samsung for a refund that they owed me for misplacing my phone . I had given up all my hopes for the check..that is when i contacted Elliott advocacy. Ms. Michelle's excellent follow up with Samsung finally bore fruits and I got my check last month .. I can very confidently say that had they not intervened I would still be spending hours trying to get a status on my case . I don't have enough words to thank them... commendable work!! Thanks so much

Brendan B.3

General Member of the Public

Rating: 5

After my flight with Primera Air went bust due to the airline going bankrupt, and $500 spent, my credit card dispute with Chase was in purgatory. Elliot Advocacy helped to reach out on my behalf to get my case re-opened and I finally received my money back!

Client Served

Rating: 5

Last April I was given several thousand dollars worth of travel vouchers from American Airlines for re-scheduling some flights. These were printed, paper vouchers. In December, I booked a flight to Hawaii using these vouchers for payment. The AA customer service rep took all my voucher information, then told me that I had to deliver the paper vouchers to AA in order to complete the transaction. He told me that I had until 2 weeks prior to my travel date to do this. In this case, that would have been July of this year. In April of this year I went to deliver the paper vouchers to AA at O'Hare to complete the transaction. They told me my vouchers were expired and they could do nothing to help me. In short, the original customer service agent gave me bad information, and because of that AA was refusing to honor the vouchers. This was a flight for 4 people with vouchers totaling over $7,000. After several calls and emails into AA over 3 weeks time, both through customer service and their corporate office, they still refused to correct their mistake. So I contacted Michelle at Elliot Advocacy to help me. One week later, AA issued me new vouchers and apologized for the confusion. I am eternally grateful for their help! She accomplished in very little time what I couldn't over several weeks and rescued me and my family from a nightmare scenario. I'd give her a 10 star rating if I could. Thanks Michelle and Elliott Advocacy!!!

Client Served

Rating: 5

My elderly and disabled in laws were forced out of their fire-damaged home in the November 2018 Camp Fire in California. Even though the telephone pole in front of their home burned down and severed the phone land line to their home, AT&T continued billing them for nonexistent telephone service through May 2019. Numerous calls to AT&T were ignored and even though AT&T on two different occasions said they would cease billing, the $300 charges were never reversed.

One email, with documentation, to Elliott Advocacy changed everything. The $300 charges were reversed on 5/20/19.

Thank you, Elliott Advocacy!!!