Read on for more information about home energy audits and tracking down wasted energy in your home.

TAKING A CLOSE LOOK AT HOME ENERGY USAGE

Since moving into her Far North Dallas home in 2010, Stacy Ettinger said the energy bills consistently cost hundreds of dollars a month.

“I would say the highest we ever had was $750, and the lowest I think we’ve ever paid is $250,” Ettinger told NBC 5.

The 2,510-square-foot, one-story home was built in 1973. A family of four plus one dog live with a pool in the yard.

Oncor said it confirmed the meter on the home is working properly.

“We’ve had electricians come over and look at all of the wiring. We have replaced all of our windows. We’ve added insulation,” Ettinger said.

Over the years, Ettinger said the family invested in energy-efficient upgrades like a new HVAC system, yet continued to see high usage on energy bills.

“Just paying that amount over and over and over again, I just kind of got to a point where I figured there has to be something that is wrong,” said Ettinger.

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HOME ENERGY AUDITS

NBC 5 reached out to the Building Performance Institute which connected us to David Rivera, a home energy auditor at Efficient Home Solutions, inspecting homes for places where energy may be wasted.

Rivera started in the attic to look at ventilation and insulation. He checked to see whether insulation is evenly applied and whether rodents have walked on and compressed it. Rivera checked out the ductwork and HVAC system.

He recommended the Ettingers insulate their pulldown attic access.

“This right here might as well be an open door or an open window in your house, 24/7,” Rivera explained.

Professionally installed covers for those pull-down attic doors are an option. You can also find DIY versions by searching “attic tent” or “attic stairway insulation.”

Next, Rivera turned on the air conditioning and measured room temperatures with an infrared camera.

“We’re getting about 56-degree air coming from the system into this room and the temperature is about 71,” Rivera said. “That’s about a 15-degree split, which is a minimum of what you look for when this system is performing well.”

Outside, Rivera looked at the pool pump. “Make sure it’s a variable speed,” he advised.

Rivera counted six wind turbines on the roof of the home helping to ventilate the attic.

“You’re in really good shape,” he told the Ettingers.

Rivera turned to the soffit vents under the eaves of the roof and found they were clogged. He noted that the vents should be turned in another direction to maximize airflow. Rivera recommended picking up new vents at the hardware store – each cost a few dollars.

“Put them up with wood screws and then about every three to five years, take them down with the screws, clean them and put them back,” Rivera explains.

NBC 5 asked if cleaning or replacing soffit vents would really make a difference in energy usage for the home.

“Oh, my gosh, yes,” answered Rivera. “The average home in Dallas on a hot summer day at about 5 o’clock is 160 to 170 degrees up there. With six wind turbines, if these were free and clear, we probably dropped the temperature of your attic in the neighborhood of 40 degrees.”

After checking the water heater, Rivera inspected the exterior doors for gaps.

“That dark smudge lets you know that there’s dust being pulled in,” said Rivera pointing to a corner of the door frame leading to the garage.

Rivera said he also asks homeowners about their habits, like preferred temperature settings in the summer and winter, and factors the answers in when he delivers a report with his recommendations.

“Every house, every homeowner is different,” said Rivera.

For the Ettingers, he recommended the family bring an electrician back to the home and measure the amps pulled by each major appliance.

“I’ll definitely look into doing all the recommendations that he said, but I think that I will definitely contact an electrician to do the testing,” Ettinger said.

RESOURCES FOR CONSUMERS

Generally, home energy assessments can help pinpoint problem spots and prioritize which fixes would make the most impact on comfort and energy bills.

On its energy.gov website, the Department of Energy writes these audits should be the first step before making improvements or adding a renewable energy system to the home.

Depending on the type of home energy assessment, it could cost a few hundred dollars.

There is a tax credit for up to $150 for an assessment done by a certified home energy auditor. Keep in mind, that’s a credit against federal income taxes you owe not a direct rebate.

You can also find information about do-it-yourself energy assessments. This one walks you through what to look for and potential fixes to improve efficiency in the home.

You can also watch this guide on how to find “energy vampires” in your home.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

NBC 5 Responds did some digging and contacted their gas company, Atmos Energy. They confirmed that an audit uncovered errors made by a worker in the area.

Accurate meter readings were then conducted, and residents were charged accordingly which resulted in high bills. A consumer confirmed with a service agent via online chat that the worker involved is no longer with the company.

As far as the high bills, Atmos Energy says, ” While the bills reflect actual usage, we recognize that these high bills are unexpected and are working with our customers to provide flexible payment plans so that they can be paid for over a manageable time period.”

If you’re wondering if there’s a limit on how far back a utility company can bill you, it depends. According to the Texas Railroad Commission, which regulates the utility, if it’s a meter misread and not a defective or broken meter, the utility company can bill for actual usage.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Shirly Mix in Millsap had a refrigerator three years old with an extended warranty that simply stopped working. After a total of five repair calls and numerous calls to customer service, the refrigerator still didn’t work.

Mix decided to reach out to NBC 5 Responds for help, and she was refunded the cost of the refrigerator and the warranty, totaling $2,272.13.

Ivan Hall of Fort Worth purchased a washer more than a year ago that broke, causing water damage to his home. There was an error deleting his warranty from the store’s system and no repairs were ever made to the washer.

Hall reached out to NBC 5 Responds and again, soon after, he received a full refund for the washer totaling $995.45 and is being reimbursed for the water damage.

In a statement, Lowes says, “The satisfaction of our customers is our priority. Lowe’s customer relations worked directly with both Ivan Hall and Shirley Mix to address their concerns, and we are pleased that the issues have been resolved to their satisfaction.”

When it comes to warranty claims, always keep your receipts, a copy of the warranty and document all service calls.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“You know, your roof is really damaged and the insurance company isn’t going to let you do this unless you act quickly. We have a sale because we’re already on your street. Okay, yeah,” said Karen Vermaire Fox, executive director of the North Texas Roofing Contractors Association, a trade group with around 400 members. 

Before you let a stranger onto your roof, understand Texas doesn’t require state level licensing for roofers and general contractors. It’s up to consumers to check them out.

“Do they have a local address? Will they be around six, nine, 12 months from now when you might need them to come back and look at something? Or are they just a storm chaser?” asked Fox.

Other steps consumers can take include: researching the roofer and company name, ask about their experience in roofing and look into how long the roofer has been in business under the same name. Request references and follow up with them.

Fox said consumers should also ask to see a certificate of insurance, “If you don’t have a contractor that carries general liability insurance, what if they drop a ladder on your car? What if they fall off the roof?”

You can take it a step further by contacting the insurance company to confirm the policy is current.

“If you have a good roofing contractor, they’re going to be like, yes, I have insurance. Here, call. If they don’t let you, don’t use them,” said Fox. “Pick someone else.”

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Fox said move on if the roofer offers to waive or cover your insurance deductible – that’s not legal.

While you may pay for materials when they’re delivered, Fox said don’t pay for the job up front or agree to sign over insurance proceeds.

Remember to get multiple bids and consider them carefully. The lowest bid may not be the best deal.

If someone comes to your door and pressures you for a sale, take a step back.

“If you have a leak, if there’s something wrong, you want to get that tarped, but that doesn’t mean you have to go to construction right away,” Fox said.

Read the fine print, and confirm if you’re signing a contract to tarp a roof or agreeing to future repairs.

You can find additional tips from the NTRCA here.

The Texas Department of Insurance published this list of questions consumers can ask contractors.

The Better Business Bureau shares tips for consumers recovering after a natural disaster here.

UNCOVERING A SERVICE MIX-UP

After coming home one day and finding his power out, Chris Babb said he reported the outage. It seemed to only affect his apartment.

“A few hours later, I did get a text and they said the problem was fixed. Do you still have power: yes or no? I replied, no, I don’t have power. I don’t know what’s going on,” Babb told NBC 5 Responds.

Babb said a maintenance worker with the apartment complex called in an electrician.

“He confirms that there is voltage leaving the meter, going through the main breaker, but none arriving in my apartment,” Babb said. “He says we’ve got a switched meter.”

A switched meter, or an electric service mix-up, caused Babb to be billed for a neighbor’s usage and vice-versa.

“Every time they did laundry, every time they cooked something, every time they did anything involving electricity,” said Babb.

Oncor tells NBC 5 Responds it confirmed the meter was crossed and said the issue would have happened when the apartment complex provided Oncor with incorrect meter information for the apartment. Oncor said it doesn’t have a breakdown on how often it occurs. It says it works with apartments and consumers in the investigative process with the retail electric provider.

Babb’s retail electric provider, TXU, said it doesn’t manage the meters. The transmission and distribution utility, like Oncor, captures usage from meters while the retail electric provider, like TXU, bills customers based on that data.

We reached out to Babb’s apartment complex by phone and email to ask if it could pinpoint the cause of the switched meter. We haven’t heard back.

A REFUND FOR OVERPAYMENT

Babb said after sorting out the meter mix-up, TXU took another look at his bills going back to 2019. It turned out he’d overpaid for usage and received a refund check for just over $2,100.

Babb said he moved into his apartment in 2016. Oncor said the usage data for Babb’s meter went back four years and that he was reimbursed for as much as it was able to verify.

What if it had gone the other way and a consumer learns they underpaid because of a meter mix-up? Could the customer be on the hook for “make-up bills”?

The Public Utility Commission of Texas tells NBC 5 Responds the consumer could be billed for up to 180 days.

TXU said back billing a customer that owes money because of a switched meter is just one possible scenario and that a provider would likely consider the impact on the customer relationship.

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HOW DOES A CONSUMER FIND OUT IF THEY HAVE A SWITCHED METER?

Tommy Parker is the operations manager at Fox Electric and a master electrician. Generally, he said when a meter mix-up happens, it’s often discovered when there’s an interruption in service.

“Somebody moves out and all of a sudden, they either have no power or they’ve lost the air conditioner,” said Parker.

Parker said if a consumer is concerned, they can spot-check by going to the breaker box in the apartment.

“Turn off your air conditioner breaker within your unit. If your air conditioning is still running and you turn it off, then you know you’re fed from somebody else’s apartment,” Parker explained.

You look for a meter number on your electric bill and ask your apartment complex to help verify labeling outside at the meter.

“Have the maintenance guy come out with you and verify where your disconnect is at for your service. Make sure it’s labeled with your apartment number,” Parker said.

If something doesn’t match up, customers can ask the utility for a switched meter investigation.

Texas PUC also said customers who suspect a switched meter or any other billing issue are encouraged to contact their provider first. If they can’t come to an agreement, customers can file an informal complaint with the agency’s customer protection division online here or call 1-888-782-8477.

The Texas PUC said it will work with the customer and provider to ensure the customer’s charges are accurate.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

If you can’t get your return in by then, read on for extension information.

YOU CAN FILE AN EXTENSION ONLINE, FOR FREE

Tuesday is also the deadline to request an extension from the IRS if you’re not prepared to file your individual income tax return. Filers can use tax software or IRS Free File, no matter income level, to electronically request an extension.

Here’s a link to free file extension instructions from the IRS.

Bill Dendy, a North Texas CPA, explains filers can fill out IRS Form 4868.

“One of the easiest forms to fill out, especially if you’re not making a payment,” said Dendy.

It’s a short form and filers don’t need to give a reason for needing an extension. The IRS says it will only contact you if your extension request is denied.

AN EXTENSION TO FILE IS NOT AN EXTENSION TO PAY

An extension gives filers until October 16 to get their 1040 in. An extension to file is not an extension to pay if you owe taxes.

You would have to estimate your tax liability on Form 4868 and pay by Tuesday. The IRS says to make the payment as accurately as you can with the information you have.

“The best way to figure out how much you’re going to owe is to look at what you owed last year and look at what may have changed,” said Dendy. “If nothing’s changed. If you paid last year, you got your taxes finished and you got a $100 refund, you’re probably within $100 this year, too, if nothing has changed.”

He notes stimulus benefits and bigger tax breaks, like the Enhanced Child Tax Credit offered during the pandemic, are going away. Some taxpayers who received refunds last year should expect a smaller refund this year. You can read more about the changes here.

If you expect to owe the IRS and can’t afford to pay by Tuesday, Dendy says it’s still important to file an extension.

Many taxpayers can apply for an installment agreement online.

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FREE TAX PREP OPTIONS IF YOU’RE READY TO FILE

If you’re filing your return last minute and you’re comfortable preparing your taxes on tax software, individuals or families earning around $73,000 or less can use free tax software through IRS Free File.

If you made more in the 2022 tax year, you can still file your tax return for free by using IRS fillable forms. The forms help with basic calculations, so the filer would have to do the math themselves.

Some may qualify for free in-person help preparing tax returns at a Volunteer Income Tax Assistance (VITA) site. VITA sites can help people who generally make $60,000 or less, people with disabilities and people who speak limited English. There is also a Tax Counseling for the Elderly (TCE) program that offers free help preparing basic tax returns.

When NBC 5 Responds looked this week, we spotted a few sites offering free return tax help on Saturday and through Tuesday without an appointment.

You can search for a location here. Or, call the IRS helpline at 800-906-9887 to locate a VITA or TCE site near you.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“I decided to go ahead and cash out my 401(k) so that I had, you know, money to tide me over between and everything,” Holt said.

Holt submitted her request to Mutual of America, the company that managed her 401(k) account. Holt received confirmation of the request via email which stated, “We received your information and if you requested a direct deposit, you’ll have it within five business days.”

“So, I waited and I never got the money,” Holt said.

Holt made numerous calls to find out what was causing the delay, saying, “Almost 40 times in two months, just constantly because I would sit on hold for 2 or 3 hours and then it would disconnect me.”

While waiting for the money, Holt faced another challenge as she suddenly had to take in three children.

“My 11-year-old granddaughter had just lost her mother to suicide and I had taken her in. I found out that her two siblings were put in foster care. I was desperate and under a financial strain and the stress of changing jobs, the stress of taking in three kids who had nothing,” Holt said.

That’s when Holt reached out to NBC 5 Responds, saying, “I thought, you know, I’m going to reach out to them because I’ve seen them help other people and it’s worth a shot.”

We contacted Mutual of America and within days, they were able to resolve the matter by completing the withdrawal request for over $20,000.

“And it was a miracle, I mean, you guys are magic. I cannot say enough good things,” Holt said.

Mutual of America explained the delay in a statement saying, in part, “We sincerely apologize…this service delay occurred due to operational issues we experienced following the launch of a major transformation initiative to upgrade our core technology platform and update our record-keeping system.”

If you’re experiencing a delay getting your money or have consumer questions or concerns, let us know by filling out our consumer complaint form.

LOOKING FOR HOME UPGRADES

Frederick Range Junior’s home in Dallas has been in his family for more than five decades.

“May of 1972. My parents, we moved here. I turned from eight to nine years old in this house,” said Range.

Built in 1960, the home still has some original elements, including the air conditioning condenser unit.

“Some of the internal parts have been changed and updated, but it’s still the old piping, still the old wiring,” said Range.

Range also pointed out the original single-pane windows.

“The windows sweat, that lets me know something’s not right,” said Range.

Range said his energy bills can hit hundreds of dollars in Texas’ extreme heat and cold. He wrote to NBC 5, asking about the Inflation Reduction Act. He wanted to know where to find direct rebates for making changes that cut down on energy use.

“It’s vague,” said Range. “You know, give me details. Is there something I can do, something that I can’t do? Is it a little bit or a lot?”

TAX CREDITS AND REBATES

The new law lays out federal income tax credits and consumer rebates – money the consumer would get back right away. Tax credits, the nonbusiness energy property credit and residential clean energy credit are available now.

The law increased and extended some existing tax breaks, a credit against the amount a taxpayer owes in federal income taxes, for the purchase and installation of things like insulation, heat pumps or solar panels in homes.

When it comes to the rebate portion, the Act creates two rebate programs for consumers. Those are not available yet.

“Later this year, probably in the fall, you’re going to be seeing more communication from the states as to how their programs are going to roll out and how residents can sign up for those benefits,” said Chris Castro, Chief of Staff for Office of State and Community Energy Programs at the U.S. Department of Energy.

Castro explained the DOE plans to issue guidelines for the programs. From there, individual states can apply for funding.

In Texas, the state’s Energy Conservation Office told NBC 5 Responds it would be the agency to handle those rebates, but it’s waiting on further guidance from the DOE.

Consumers can expect one of the rebate programs to be performance-based. The amount of the rebate would be tied to how much a household trims its energy usage. According to information published on the DOE’s website, a household could get a max rebate of up to $8,000 or $4,000 depending on household income level.

The second rebate program would offer rebates for certain energy-efficient appliances like heat pumps or electric stoves to lower and moderate-income households. There would also be rebates for wiring and ventilation.

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EXAMINING HOME EFFICIENCY

“The states will be developing their own programs. So, there could be some difference from state to state and how these programs will finally roll out,” explained Jennifer Amann, a senior fellow in the buildings program of the American Council for an Energy-Efficient Economy. 

Amann said consumers could start with a home energy audit to identify places where air leaks or energy is wasted to help prioritize projects.

“We know that’s particularly important in times of extreme weather and there are power outages. If your home is more efficient, it’ll stay warmer longer in the winter without power, and it will stay cooler longer in the summer without power,” said Amann.

Low-income Texans can also apply for help through weatherization assistance programs. You can read more about weatherization here.

You can start your search for programs here. Select “find help here” in English or Spanish, then select “weatherization” and enter the name of your city or county, then “find help”. This pulls up a list of providers to contact.

You can also dial 211 and ask for weatherization program information in your area.

If you’ve applied in the past and were deferred because you needed a repair that wasn’t covered, Amann said now is a good time to check back.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

‘IT’S JUST ABOUT PUTTING IT IN PERSPECTIVE‘

From Cape Town to Paris and Dubai, Kevin Knight, the founder and CEO of Urban Events Global, has traveled the world.

“We basically take groups of primarily African American groups all around the world as a source of networking, bonding and getting to know one another, but also exploring these places as one big group in a safe environment,” said Knight.

Knight said he’s getting questions about travel to Mexico where the Texas Department of Public Safety urged Texans not to travel over spring break. 

The U.S. State Department has travel advisories in effect for 30 of Mexico’s 32 states.

According to the State Department, six of those travel advisories rise to their highest warning of “do not travel” while popular tourist destinations like Cozumel and Cancun are in states listed at level two “exercise increased caution.” That’s the same level as many destinations in Western Europe, including the United Kingdom, France and Spain. 

“It’s just about putting it in perspective,” Knight said. “It’s letting you know the types of relationships the U.S. has with their governments. You know, that weighs heavy.”

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IF YOU’RE RECONSIDERING A TRIP

If you find you’re reconsidering a trip due to a U.S. State Department travel warning, Clint Henderson, managing editor at The Points Guy, explained you’re not entitled to a refund from the airline or hotel. Though, Henderson said there are some things consumers can do.

Start by calling the airline and hotel. Ask them to work with you.

“You’re concerned, you’re afraid and you don’t want to risk anything right now. Sometimes the airlines will be flexible. You’ll see the airlines issue travel waivers sometimes,” Henderson said.

If you don’t get the resolution you’re looking for, try again.

“Hang up and call back,” said Henderson. “That’s always good advice from The Points Guy that we tell people because sometimes when you call back you get a nicer customer service agent.”

Before traveling internationally, the State Department recommends signing up for the “Smart Traveler Enrollment Program” to stay connected with the local U.S. Embassy in case of an emergency.

“We basically stay on the beaten path,” Knight said. “Don’t, you know, go down dark alleyways, same things that you wouldn’t do in the U.S. We understand the culture, we understand the politics.”

Personal preparation before booking a trip.

“I think people should just travel the world, explore the world, explore more cultures and just get out there and live,” said Knight.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Sports betting is illegal in Texas, but maybe not for long. North Texas State Senator Lois Kolhorst and State Representative Jeff Leach filed a house bill and joint resolution to legalize betting just last month.

Should you try betting out of state, be weary of schemes.

According to the Better Business Bureau, BBB, you may not know you’re being scammed until it’s time to collect your winnings. You’ll get excuses like technical issues or telling you to deposit more money to cash out.

George Cray, senior vice-president of iconective telecom company, tells us texting is part of the new wave of scamming.

“The scammers have really shifted towards using text in order to get your attention because too many voice and emails go unread or unanswered,” says Cray.

“But the reason it’s more active in the texting area is because 97% of all texts are opened and opened within the first three minutes.”

When it comes to sports betting, the BBB says you should use established and approved services.

ESPN has a list of where sports betting is legal. Also, don’t fall for tempting ads. If it’s too good to be true, it probably is! Lastly, read the fine print. Know what the conditions are to receive incentives advertised and the service terms to collect winnings.

You can report suspicious activity to the BBB Scam Tracker or to the Federal Trade Commission.

If you have a consumer-related issue you need help with or have questions, fill out our consumer complaint form.

Johnny Moore of Dallas invested in U.S. Savings Bonds, which lend money to the government. In return, the government pays the money back with interest. Some of Moore’s bonds were reaching maturity and he decided to cash out.

The bonds are managed online with Treasury Direct, and the site promises all money will be transferred in two days from the request. Mr. Moore made his request in August but by mid-November, the funds still hadn’t shown up.

Moore contacted NBC 5 Responds saying, “I invested in the government with full trust. Now, I don’t trust them at all!”

Thankfully, NBC 5 Responds was able to restore his trust by contacting the US Treasury on the matter. Shortly after, a representative contacted Moore and the funds were successfully transferred, which totaled nearly $20,000.

The U.S. Treasury doesn’t comment on individual cases but did say such issues are flagged for awareness. Moore kept screenshots and copies of emails which really helped our team track his money.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Leal told Telemundo 39 Responde reporter Martha Minjarez the salesperson who sold her on the system explained she’d continue to get electric bills, though Leal said they are lower.

Asked if she is happy with the panels, Leal responded that she was very happy with them.

According to the Solar Energy Industries Association, Texas ranks second in the nation in the installation of solar with solar generating nearly 5% of the state’s electricity.

Though, some consumers said they’re not seeing the benefits.

According to complaint data obtained from the Texas Office of the Attorney General, its consumer protection division counted around 700 consumer complaints about solar panel companies between January 2020 and October 2022.

In the complaints we reviewed, consumers reported issues with the operation of the panels, promises of energy savings falling short and confusion over promised tax incentives.

Don Jesus Hernandez told Telemundo 39 the person who sold him on his system said Hernandez would get thousands of dollars back when filing federal income taxes. Hernandez said he didn’t.

While there are residential energy tax credits available, it’s a credit against the amount a taxpayer owes in federal income taxes. It’s not a guaranteed refund.

If a consumer would benefit from a tax credit, be aware of sales pitches that claim they’re expiring now.

“Sometimes we hear people saying, ‘I was told the tax credit is expiring next month and I have to sign up now.’ The federal income tax credit for solar was recently extended to 30% for the next 10 years,” explained Hanna Mitchell with Solar United Neighbors of Texas, a nonprofit that advocates for solar and helps neighbors form co-ops.

You can read up on available tax credits here.

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Mitchell also said, “Anything that claims that you will be making money by going solar, is usually a red flag. Solar can really help bring down your electricity bill costs, but no one is going to be paying you to install the system.”

When considering solar, consumers should get multiple bids and research companies.

Check reviews and make sure the installer is a licensed electrician.

Ask about the process to get the system connected to the grid.

Determine if your roof is a good candidate for solar. Does it get enough sun exposure? Is there enough space?

Read contracts closely and ask about the terms. Some consumers may buy panels outright and own them, while others may sign up to finance the panels.

Christine Graham with the Texas Office of Consumer Credit Commissioner explained consumers should take the time to decide if solar is the right decision for them.

“If it’s a high-pressure sale situation, just step back for a moment,” said Graham. “What solar panel I decide on today or tomorrow, it’s not going to make any difference whether I buy them today or whether I buy them tomorrow.”

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“I DIDN’T THINK IT WAS GOING TO STOP”

When more than nine inches of rain fell in just 24 hours in North Texas last August, Sheniqua Shannon watched as some of it swept into her home.

“You could see this dark, dirty water. When I saw it, I’m like, oh my gosh, it’s coming in. It just slipped right on in here through the crack of the door,” recalled Shannon. “It was pretty scary because I didn’t think it was going to stop.”

Shannon said the water caused thousands of dollars in damage. Though she had homeowners insurance, none of it was covered.

“I basically was told from the insurance company, if it’s raining and it’s coming from outside, it’s not covered,” explained Shannon. “No way, no how.”

Standard homeowners and renters insurance policies do not cover flood damage. Consumers would have to purchase separate insurance, typically from the National Flood Insurance Program, administered by FEMA.

In some places, considered high-risk, flood insurance may be required by the mortgage lender. Though, flooding could happen anywhere.

On average, around 40 percent of NFIP claims come from outside high-risk flood zones. For example, a FEMA flood map shows Shannon’s home in Desoto is in a “minimal flood hazard” area.

“At no time, will you find anywhere on those maps that this area will not flood. There’s always a risk,” said Gilbert Giron, regional flood insurance liaison with FEMA Region 6 – which includes Texas.

Gilbert explained consumers without flood insurance can’t always fall back on federal disaster help. The president would have to declare a disaster and, even then, individual assistance would be limited.

“A lot of people are under the misconception that FEMA will come in and make you whole again,” said Giron. “Well, FEMA will come in and give you disaster assistance. Right now, that disaster assistance average for Hurricane Harvey was about $4,400, give or take. The average flood insurance claim was $115,000.”

To start the search for flood insurance, consumers can, first, check with their current provider about buying a flood policy. Then, search floodsmart.gov.

Doug Heller, director of insurance for the Consumer Federation of America explains the yearly cost for homeowners can start at several hundred dollars.

“There are going to be communities which are much higher risk that are going to have higher prices. But, that’s the ballpark that you might expect in the $600 to $700, up to $1,400 to $1,500 range.”

Keep in mind, most policies have a 30-day waiting period before kicking in. Currently, the Texas Department of Insurance tells NBC 5 Responds it estimates no more than 12 percent of Texans have flood insurance.

“I hear too often from people who bought their homeowners insurance, paid every month, every year and thought they were covered when a disaster would strike,” said Heller. “When it’s a flood that came through, did the damage to their home and they ended up with no coverage, having to pay out of pocket, it’s just devastating.”

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NAVIGATING CLAIMS AFTER A STORM

Whether it’s flooding, hail or tornados, if you ever have to file a claim, consumers should make the call quickly.

“You don’t want the insurance company to say that you’ve delayed, they didn’t have an opportunity to inspect the property and now all these other things have happened to the property, so we’re not going to pay for it,” said Ware Wendell, executive director of Texas Watch.

Wendell said consumers should document communication.

“If you’re emailing them, texting them, whatever you’re doing, however, you’re communicating with the insurance company, keep a separate written log so you can keep that straight. If they end up denying your claim wrongfully, that’s an important record for you to have,” said Wendell.

You already know to take photos and videos of any damage and save receipts for emergency repairs or other expenses – like a hotel. Wendell said consumers should also save evidence of the damage. That may be a section of pipe that burst in a freeze or a piece of carpet damaged when the rain came in through a hole in the roof. Your insurance company may ask to inspect it.

Though some claims may be handled virtually, if an adjustor comes out, take note of who they work for. In some disasters, companies may need to bring in extra help.

“If they’re an outside adjuster, ask them, who is your in-house contact with the insurance company? That’s going to be the decision maker on your claim,” said Wendell.

TAKE A HOME INVENTORY

Here’s a step consumers can take to stay prepared in case of a future disaster. All you would need is your smartphone and about 30 minutes to take a home inventory. The inventory helps document the condition of your home and the contents inside.

You can walk through your home, open drawers and closets. Record videos and snap photos, taking care to capture the model and serial numbers of valuable items.

Save the inventory to the cloud or email yourself for safekeeping.

Do this regularly, every time you move and when you make a big purchase for the home.

The TDI has a checklist to help you get started.

There are free apps online. Your insurance company may offer a home inventory checklist too.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“AM I MISSING A TOOTH?”

After undergoing a colonoscopy and an upper GI endoscopy, a procedure to put a flexible tube down a patient’s mouth to examine the upper gastrointestinal system, Tamara Knight-Trigg said she woke up from anesthesia with a strange feeling in her mouth.

“Instinctively, my tongue just grazed the back of it and there was a space,” recalled Knight-Trigg.

She said she turned to a nurse.

“First words were, you know, ‘am I missing a tooth?’ That’s exactly how I asked them, you know. This is crazy,” Knight-Trigg said.

Knight-Trigg said the porcelain crown on her front tooth was sitting on her chest.

After leaving the hospital that day, she said she saw a dentist and learned it wouldn’t be possible to simply reattach the crown.

“This was all that was left of my tooth,” Knight-Trigg said, pointing to a photo of her tooth, “There was nothing they could grasp and so they told me they would have to get a periodontist involved because they’ll need to extract the tooth.”

Knight-Trigg said the dental office provided an initial estimate of $12,655 and then a second quote with adjusted coding for $10,090.

Knight-Trigg said she later got a second opinion with an estimated treatment costing $3,667.

Knight-Trigg said the second dentist cautioned the fix could cost more later, “I could probably pull it back and probably get another post, he says. Even if I do that, there’s no guarantee that it’ll last three months. There is no guarantee that it won’t last a lifetime, he said. But it could end up costing you more.”

Knight-Trigg asked the hospital to cover the cost of repairing the tooth and shared email communication with NBC 5.

In it, the hospital writes, in part, a bite block is used to protect teeth from the scope during the procedure and it’s unsure of prior dental history and can’t answer why it happened.

The hospital offered to pay $2,990 for dental treatment. Knight-Trigg said she didn’t have dental coverage and was facing thousands in out-of-pocket costs.

“Talking to you, I didn’t even realize I was still hurt by it,” said Knight-Trigg. “I’m hurt physically, mentally and I’m hurt, I’m mad.

When NBC 5 and Knight-Trigg spoke, she said a dentist cemented the crown to her tooth as a temporary solution.

“He was kind enough to cement it back, but it’s hanging on. I have to eat on the side of my mouth,” Knight-Trigg said.

NBC 5 Responds reached out to the hospital. By phone, Hunt Regional Healthcare tells NBC 5 Responds, in part, as a public hospital, it’s the steward of taxpayer funds in Hunt County. It said it has to look at every situation closely and balance what’s fair to the patient and what’s fair to the community as a whole.

It also said patients sign an informed consent form which would have listed tooth injury is a rare possibility. The hospital said no other injury like this has ever occurred at a Hunt Regional Healthcare facility.

The hospital also said it had not seen the second opinion until after NBC 5 reached out and was reviewing it.

Knight-Trigg said the hospital later sent her a second offer to pay another $667 for a total of $3,667.

Knight-Trigg told NBC 5 she is accepting that offer and putting it towards a treatment plan that requires surgery. Knight-Trigg said the dentist is discounting some of the care. She’s worked out a payment plan and started a Go Fund Me for the rest.

“Your whole life is vicariously lived through your teeth. You’ve got to speak, you’ve got to eat. I was just defeated,” said Knight-Trigg.

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NAVIGATING DENTAL CONCERNS

It’s not clear exactly how often dental trauma happens during medical procedures.

Jeff Ryan, an attorney who is not involved in this dispute and typically represents providers said, “From a pure medical standpoint, it’s a recognized risk to general anesthesia.”

Ryan added, “Not every patient comes into a procedure with the same set of teeth, if you will. You may have patients, if they have caps or crowns, that may make it more susceptible to injury during the process of anesthesia.”

Generally, he said patients should try to work with the hospital, explaining patients may have a difficult time finding a lawyer. Ryan explains litigation in medical cases is expensive.

“If there’s a contingency fee arrangement, there’s not going to be enough benefit for that attorney to spend the time hiring a doctor to prove that there was negligence to pursue the lawsuit,” said Ryan.

Where does that leave patients who need a procedure, but may worry about their teeth?

“The best thing is to tell them, yes, I have crowns, especially if you have crowns in the front of your mouth. That’s going to be the most susceptible area,” said Dr. Hunter Stuart with the Texas Dental Society of Anesthesiology.

Dr. Stuart is a dentist anesthesiologist. He has not examined Knight-Trigg. Generally, he said many factors can cause tooth injury when a scope is put into the mouth like teeth that are already loose or prior dental work.

“I would say don’t be overly concerned, but do make the make the attending aware you do have that concern with your mouth and you’d like for them to be as cautious as possible,” said Stuart.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

They said they tried to troubleshoot and follow help center instructions, but could not connect to anyone at Facebook or Instagram who could help.

“THERE’S NOT A CONTACT FOR ME TO RESOLVE THIS ISSUE”

At 18 years old, Cori Roberson has leveraged her love of fashion into a livelihood. The high school senior said she spent four years growing her audience to more than 100,000 followers on her Cuurly Coco Instagram page.

“It’s a passion of mine,” Roberson told NBC 5 Responds. “When I get home from school, that’s all I want to do is make content for people.”

Roberson said her outfit-of-the-day and fashion posts helped her land brand deals and modeling work.

“I was reaching out myself to see if there is any work, any campaigns, anything that I could lend a hand to,” Roberson explained.

One afternoon on December 7, she said that following was gone.

“I had this black screen pop up,” said Roberson. “’We need to verify your information,’ and I was, like, ‘OK, no problem.’”

Roberson said she followed Instagram instructions to prove her identity and waited.

“I never got a response. I just never received anything,” Roberson told NBC 5.

Roberson said she tried other ways to get in touch with Instagram to find out what happened.

“I look at the help center and there’s no information. There’s not anything that’s helpful. There’s not a phone number. There’s not an email. There’s not a contact for me to resolve this issue.”

Roberson said she had a business account. She’d implemented two-factor authentication and she told us she isn’t aware of any terms or conditions she would have violated to cause her main source of income to go offline.

“I’ve signed a lot of those contracts believing my account and trusting in the stability of it, but it’s just left me in such a hard situation that I have to disappoint a lot of people,” Roberson said.

“I NEVER REALIZED THAT A MULTI-BILLION-DOLLAR COMPANY CANNOT HAVE CUSTOMER SERVICE”

Jeff Weaver of Carrollton is also looking for answers about his Facebook account and the business pages linked to it.

“All of that’s gone. It just cuts your legs off,” said Weaver.

Weaver showed us an email he received from Facebook early one Sunday morning in November, reporting a login from Dallas. Weaver showed us a second email arriving three minutes later, saying it looked like someone may have accessed his account. One minute after that, Weaver said he received a third email saying his account has been suspended for not following community standards.

Weaver said he followed instructions in the emails to try to get back into his account. He said the personal account he used to set up three business pages remains disabled with no way to appeal.

“I never realized that a multi-billion-dollar company cannot have customer service. There is no email to send them an email,” Weaver said.

“YOU’RE NOT THEIR CUSTOMER, YOU ARE THE PRODUCT”

Weaver and Roberson aren’t the only social media users who said they can’t get in touch with Instagram, Facebook or parent company Meta to resolve questions about their accounts.

Our NBC Responds and Telemundo Responde teams around the country counted 595 complaints about hacked, disabled or deactivated Facebook or Instagram accounts going back to when the teams started collecting the data in 2017. Most of the complaints began coming in after the fall of 2020.

“You need to realize how these are set up and that there is no customer service for you to call because you’re not their customer, you are the product,” said Eva Velasquez, president and CEO of the Identity Theft Resource Center.

Velasquez said the Identity Theft Resource Center is also getting more questions from people about how to get their social media accounts back, with some reporting hackers took control.

The ITRC said the number of social media account takeover reports it has received for social media platforms, including Facebook and Instagram, has increased from around 41 in 2020 to 1,829 in 2022.

Velasquez explains the only way to resolve a concern is through the platform itself.

“Gee, wouldn’t it be nice if the platforms had enough resources to actually be able to respond and answer these questions in a timely manner?” Velasquez said. “Then, you wouldn’t have people deeply concerned that potentially fraud is being committed.”

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HOW TO BETTER SECURE ACCOUNTS

Velasquez recommends users who use social media for their businesses have a backup plan to reach customers.

Any social media account holder can take steps to better secure accounts, including using strong passwords with at least 12 characters containing symbols, upper and lower-case letters.

Don’t use the same password for other accounts.

Set login alerts and use two-factor authentication to require a security code if someone logs in from an unrecognized browser or device.

Apply those tips to help secure the email account linked to your social media.

ACCESS RESTORED FOR ROBERSON

After Weaver and Roberson contacted NBC 5 Responds, we reached out to Meta multiple times to ask about their accounts. We have not heard back.

Thursday morning, after 11 weeks of trying to get in touch with Instagram, Roberson said was able to access her Cuurly Coco Instagram page. Roberson shared an email she received from Meta Thursday morning, saying her account was disabled by mistake and has been reactivated.

Weaver said he still didn’t have access to his account on Thursday.

“All of my personal relationships are there. To them, I’m dead. I just disappeared,” Weaver said.

In a story our colleagues at the NBC station in Washington D.C. published last fall, Meta said, in part, it’s making investments to further help “resolve support-related concerns” across platforms and improve customer support.

RESOURCES FOR HELP

• You can find a link to the Instagram help center here.
• Here’s a link to use to report a hack to Instagram.
• In a blog published in December, Instagram wrote some users can use friends to help verify their identity. It also points out that malicious actors don’t always use hacked accounts as soon as they get access.
• Facebook offers information here for users to report a hacked account if they still have access to the account.
• Facebook has a link with information about reporting other hacks here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

SECURITY DEPOSIT DISPUTE

Before handing over the keys on move-out day, Cherilynn Bates-LeMons said she took a quick video of her apartment.

“My apartment was very, very clean. It was almost move-in ready,” said Bates-LeMons.

About a month later, Bates-LeMons said she received a letter from the apartment complex, saying it was keeping her $300 security deposit and charging another $339.80. The letter listed charges for final trash and water fees which Bates-LeMons is not currently disputing. Bates-LeMons said she disagreed with charges for carpet stain and odor removal, extra paint and air duct cleaning.

“I’ve never lived in an apartment complex where I was required to clean the air ducts before I move out. That was bizarre,” said Bates-LeMons.

Bates-LeMons responded with a letter, disagreeing with the charges. She shared an email chain with a collections specialist for the corporate office of the apartment complex with NBC 5 Responds. In it, the specialist included photos, writing the carpets had an odor and the walls required extra paint.

Bates-LeMons said it looked like the normal wear and tear of a three-year tenant.

“To me, it just reinforced my side of it even more,” she said.

NBC 5 Responds reached out to the corporate office of the Saxony apartments. Moché Earls, compliance officer, sat down with us.

Earls said the carpet in the apartment was a year old when the tenant moved in and the complex found small, black stains that needed extra cleaning when she moved out.

“The vendor will charge us for extra chemicals that need to be used while shampooing to get those black spots out as well as a deodorizer for the odor,” Earls said.

Earls said the complex charged for air duct cleaning to remove an odor but said the account notes didn’t say what kind of odor.

Though the lease agreement allows for small nail holes in walls, Earls said the complex found holes that needed to be patched.

“We’re responsible for getting that apartment back into rental condition, right? So, if there are damages that are left behind, we have to make sure the residents are charged for that above-normal wear and tear,” said Earls.

Earls also said the complex didn’t charge for a stain left on the countertop.

Bates-LeMons tells us she did not have pets and did not smoke and disputes there was an odor. She told NBC 5 Responds any holes in the walls would have been from anchoring a mirror.

The corporate office eventually offered to remove the additional charges billed to Bates-LeMons and said it would keep the full $300 security deposit. Bates-LeMons said she’s continuing her fight to get more of the security deposit back.

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DEFINING WEAR AND TEAR

K’Lisha Rutledge, managing attorney of the Home Preservation Project at Legal Aid of Northwest Texas is not involved in this dispute. Generally, Rutledge said security deposit disagreements are common.

“It usually boils down to wear and tear and the tenant and the landlord sometimes differ about what’s wear and tear,” explained Rutledge.

The Texas Property Code defines normal wear and tear as “deterioration that results from the intended use of a dwelling”.

What does that mean?

“Things that happen on a normal basis is not due to negligence or your guest causing damage,” said Rutledge.

For example, Rutledge said, small holes in the wall where a tenant put up a picture or places where foot traffic wore down a carpet would be examples of normal wear and tear.

However, scrapes on a wall or stains in the carpet may come out of a security deposit.

“If you have small kids and that kid likes to write on the wall, that’s not normal wear and tear,” said Rutledge. “If that kid spills paint on the carpet, that is definitely something that’s probably going to come out of your security deposit.”

Rutledge explains: if a renter believes a security deposit was withheld in bad faith, tenants can sue in small claims court and ask for $100 plus three times the security deposit wrongfully withheld. The judge may also award reasonable attorney fees.

TIPS TO SECURE A SECURITY DEPOSIT

Rutledge recommends renters document the condition of the apartment when they move out and when moving in.

Rutledge said, “When I was renting apartments, I would take my phone charger and I would plug it into every socket, turn on every faucet to make sure the water is running correctly, I would try every light.”

Note any defects on an inventory and condition form and give it to the landlord.

Ian Mattingly with the Apartment Association of Greater Dallas said renters should keep a copy.

“You can take your copy of that move-in inventory and condition form and compare it to the condition of the apartment when you move out,” said Mattingly.

Ask for move-out instructions to understand the landlord’s expectations, thoroughly clean or hire someone to do it for you and schedule a walk-through in advance with a manager.

In Texas, a landlord has 30 days to return a security deposit or an itemized accounting of what’s deducted. The tenant must move out and provide a forwarding address in writing.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

She has multiple scrapbooks of every single memory she could collect the time her son, Douglas, spent deployed through four tours of duty.

Douglas has since moved to another state but, he left memories behind. Among them, was a ring.

“And I asked where he got it, and he said, ‘I found it somewhere in Iraq.’ And I said, ‘Well, where were you?’ And he said, ‘I think I was in Baghdad, but I’m not sure,’” Thelen recalled.

She recently came across that ring again when cleaning out her garage in Fort Worth. With a selfless love and dedication that distinguishes military moms, she has vowed to get this ring back where it belongs.  

“I want the family of the soldier of this ring to have it. If it was my son that lost the ring, I hope somebody would be as kind and try to find me or try to find my son,” Thelan said.

The ring has many distinguishing features. On top of the ring, the stone is surrounded by the words “United States Army” and one side, a nickname, “T-Bone.”

“It has a deck of cards fanned open with a great big ‘A’ for the ace,” Thelen said.

The other side is emblazoned with an American flag and the word “Texas,” hinting the wearer was native to the Lone Star State.

Finally, the biggest clue of all, is his name, “Terry Sheppard Junior.”

Thelen says her son didn’t give much information.

“I don’t know where it was found, whether it was in a tent, whether it was in the sand, whether it was a truck,” Thelan said.

NBC 5 Responds reached out to the company that made the ring, Texas-based Balfour. Their chief marketing officer Melissa Goodis said, “This customer’s order was submitted through a retailer and that retailer only used paper forms. This particular branch closed, and the documents were disposed of in 2017. The only information we have for this order is the original retailer, which was Nacol’s Jewelry.”

Military rings, Thelen says, are a great source of pride, a salute to the brave military member or veteran who wears them.

They are custom-made and engraved with emblems and words that tell a personal story. She knows the ring means something to someone, somewhere out there.

“And I’ll keep looking till I find him,” Thelan said.

If you have any information that could reunite this ring with its original owner, let us know by contacting us via email at NBC5Responds@nbcdfw.com.

“So, we wanted to order some new blinds that would have a rod long enough for us to be able to open and close them,” Cunningham said.

The new blinds covered the highest windows in her two-story home but, she had to use a step ladder to adjust them. Cunningham called The Home Depot about the extenders she said she was promised. The Home Depot told her they weren’t available.

The blinds were replaced with a new purchase of remote-controlled shades, but the initial order couldn’t be returned.

When Cunningham contacted Home Depot about the refund, “they said they couldn’t take the blinds back that they had sent us, and for me to donate them to a Goodwill and get a receipt and send them the receipt of the donation and they could refund.”

Cunningham did as they said, but never got the refund. She then decided to reach out to NBC 5 Responds.

“So finally, after about 4 months, 5 months, I reached out. I know that you’ve helped others in the past, and I was hoping you could help me to get the refund,” she said.

NBC 5 Responds contacted The Home Depot and soon after, Cunningham was refunded a total of $1,132.73.

“We’re happy we were able to get Ms. Cunningham her refund. We apologize for the delays and inconvenience. But, we’re grateful for the opportunity to make this right,” The Home Depot said in a statement.

“It was hours and it was very, very stressful because it was more than $1,000 and we need that money. I have two kids in college,” Cunningham said about trying to rectify the issue on her own. “It was multiple people. And every time I called, they didn’t know the story and I’d have to repeat the whole story again.”

She advises others to keep good notes.

It is always good to keep records of your calls and, if possible, get confirmation or reference numbers for each call made. Find out if your account is noted or if the conversations are recorded so you don’t have to re-tell the issue multiple times.

You can submit your consumer concerns to us online using our Consumer Complaint Form.

ONLINE ORDER

When the office chair Mary Rivera ordered on Walmart.com arrived, she said it was missing a small, but critical part needed to attach the base of the chair to the back.

“If you don’t have the screw, you can fall off the chair. So, I was not able to put it together that night,” Rivera told NBC 5 Responds.

Rivera said she called the customer service number on the paperwork that came with the chair.

“The lady promised they were going to send me a new seat with the screws so I can put together the chair. I didn’t have to worry about returning anything and that was going to happen within five days,” Rivera recalled. “I’m still waiting. A month later, I am still waiting for that seat.”

Rivera said she tried exchanging the chair for another at a Walmart store near her home.

“I couldn’t even exchange one item for the other because it was not related to Walmart. It was related to a third-party vendor. Unfortunately, that’s the way it works,” Rivera said.

When Rivera first ordered the chair, she said she didn’t notice she purchased it from a third party on Walmart’s website.

“I was not aware that it was a third party until after I needed somebody to help me fix the problem,” said Rivera.

THIRD PARTY SALES POLICIES

Walmart.com and many other retailers allow third parties to sell to customers on their websites. Each of those companies may have its own refund and return policies.

“Many times, they mimic or mirror the main site policies, but sometimes they’ll have their own. Sometimes, it’ll be no refunds, sometimes only in case you receive a damaged or defective item,” explained Serena Mosley-Day, an attorney with the Federal Trade Commission.

Before you add to the cart, look for information about who is selling or fulfilling the order.

If it’s a third party, take a few extra moments to read their company reviews and return policies.

If there’s an issue, the main site could help with a refund, though it may require you to try the third party first.

“Depending, again, on the terms and conditions on the main platform, they’ll say that if you aren’t able to resolve it with the merchant, then they back everything that’s sold on their site and they have their own terms and conditions for that,” said Mosley-Day.

Walmart.com has a page dedicated to marketplace sales, saying customers should contact the seller directly. If a customer can’t resolve an issue, it lays out when Walmart may step in.

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A REFUND RESOLUTION

When NBC 5 Responds reached out to Walmart about Rivera’s order, we didn’t hear back. The next day, Rivera said she received notice from Walmart about a refund issued for the chair.

NBC 5 Responds also reached out to the third party, Factory Direct Wholesale, LLC.

Its customer support team wrote in an email to NBC 5, “It seems this order has already been fully refunded by Walmart at this time as the parts are unavailable for this item.”

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Filers who took advantage of extra pandemic-related tax breaks will see smaller refunds for the 2022 tax year. Read on for what to expect.

CHANGES FOR THE 2022 TAX YEAR

This tax season, some of you may notice a smaller refund compared to last year.

Kedra Flowers, a North Texas-based CPA, explained some pandemic relief provisions are expiring.

“Every year there are changes, there’s legislation that expires, there’s new legislation that comes into play. The biggest thing, though, that we’ve experienced in the last few years is all the pandemic relief,” said Flowers.

Extra tax breaks available during the pandemic are reverting to pre-pandemic levels including the enhanced child tax credits available for the 2021 tax year. The enhanced credit offered up to $3,000 per qualifying child ages 6-17 and up to $3,600 per qualifying child under age six. The max credit drops back down to $2,000 per child under 17.

The child and dependent care credit which offers a tax break for expenses like day care maxes out at $2,100 for the 2022 tax year. That’s down from a credit of up to $8,000 in the pandemic.

“You can factor in, in many cases, for the average working family, a pretty significant decrease,” said Flowers.

The earned income tax credit for taxpayers with no children who received a $1,500 credit last year would see a $500 credit in the 2022 tax year, according to the IRS.

During the pandemic, taxpayers could take up to a $600 charitable donation tax deduction even if they took the standard deduction. Those above-the-line deductions aren’t allowed in the 2022 tax year.

Offsetting those changes, Flowers explains, tax brackets and an increased standard deduction are adjusted for inflation, “The amount of tax you might owe is going to decrease. So, these credits may not have as big of an impact, but they are going to be there. You’re going to feel them.”

STEPS TO AVOID REFUND DELAYS

When it comes to getting your hands on a refund you’re due, the IRS said there are steps you can take to help avoid delays. E-file your return, if you can.

“Paper is not the friend of the IRS. When you have to file something by paper, it slows down the process,” said Michael Devine, a spokesperson at the IRS.

Use direct deposit to receive your refund and check your return carefully for any mistakes. That means making sure you have all your W2s, 1099s and tax documents before filing.

If you have to amend a return you’ve already filed, that would require special processing at the IRS.

“If you make a mistake that’s significant, or if you forget to claim income, it could stop your tax return from being processed, which would delay any refund until you get a letter in the mail and respond to it,” said Devine.

The IRS also says it’s hiring more people. For those who use direct deposit and e-file a return with no errors, the IRS said it’s issuing refunds within three weeks.

HOW TO PREPARE YOUR TAXES FOR FREE

You may not have to pay for tax preparation services. There’s free help available for many people.

You may qualify for free in-person help preparing your tax return at a Volunteer Income Tax Assistance (VITA). VITA sites can help people who generally make $60,000 or less, people with disabilities and people who speak limited English.

There is also a Tax Counseling for the Elderly (TCE) program that offers free help preparing basic tax returns.

You can read up on the VITA and TCE programs here. Or, call the IRS helpline at 800-906-9887 to locate a VITA or TCE site near you. Keep in mind, many require an appointment.

If you’re comfortable preparing your taxes on tax software yourself, individuals or families earning around $73,000 or less can use free tax software through IRS free file.

If you made more in the 2022 tax year, you can still file your tax return for free by using IRS fillable forms. The forms help with some basic calculations, so the filer would have to do the math themselves.

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HOW TO VET A TAX PREPARER

If you hire a tax preparer, the IRS offers tips to help you check out the person you’re hiring.

Never sign or e-sign a blank tax return. Look over any return someone has prepared for you to make sure the information is correct.

The IRS recommends avoiding anyone who bases their fees on a percentage of your refund. Be wary of a preparer who claims they can get you a much bigger refund than a competitor.

Flowers, a longtime CPA, explains available tax credits and tax breaks are set by law. If you have a basic return, she explains those credits are available whether you use software to prepare your own return or hire someone.

“No one’s doing you a favor. These are legislative provisions that are going to be available no matter what tax service you use,” said Flowers. “I wish more people understood that because those credits are there to help families, parents, children, and they’re going to be there. So, take advantage of some of the free file opportunities.”

Also, remember the IRS will never call or email you to demand payment.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Read on for your options if you have to file an auto insurance claim.

Understanding Your Coverage

Texas law requires drivers to carry, at minimum, liability coverage to pay for damage to someone else’s property if they cause a wreck. However, liability coverage on its own wouldn’t pay to fix your vehicle in a crash.

You could also run into coverage limits, especially if ice causes your vehicle to slide into multiple cars.

“I’ve seen scenarios where they were sliding down a road or driving on the road and they were kind of clipping cars as they went along,” said Rich Johnson with the Insurance Council of Texas, a trade group representing around 400 insurance companies in Texas. “Think about that maximum coverage [limit].”

“That first person that files that claim is going to get their claim paid before the next guy, and the next guy and the next guy. Your insurance coverage may only cover that first or second car that’s hit versus the ones that come down the road,” added Johnson.

The Texas Department of Insurance lists the basic types of auto coverage including liability, collision and comprehensive. Collision coverage would pay to repair or replace your car after an accident. Comprehensive would also cover damage from something other than a collision like a fire or a flood.

If you’re not sure about your coverage, call your insurance company and ask. Confirm if your policy covers things like towing and rental reimbursement.

If you do have to file a claim, understand what you would pay out of pocket in the form of a deductible. Depending on your policy, the deductible could range from $250 to $1,500.

“You may pay that deductible up front, but that should be covered once your company goes after the at-fault party and their insurance company,” Johnson explained.

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Keep track of evidence

Take photos and videos of the damage. Also, take photos of the other party’s license and insurance information.

“When you’re exchanging information, just go ahead and take a picture of their insurance card and take a picture of their driver’s license,” said Johnson. “Then, you know everything is accurate and you’re not trying to read your own handwriting or the other person’s handwriting.”

You’ll want the other driver’s name, address, phone number and license plate information too. If there are witnesses, get their contact information.

When you talk to your insurance company, take note of who you spoke to and what was said.

If a consumer is unhappy with how a claim is handled, consumers can file a complaint about an insurance company, agent or adjuster with the Texas Department of Insurance. The TDI notes it won’t be able to decide who was at fault in an accident or determine damage amounts.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“I thought, I think I’m going to go ahead and spring for what they call a deep cleaning, which is a thorough cleaning of the home,” Simpson recalled.

She searched online using Google Reviews and chose Texas Cleaning Services. On appointment day, things did not go as planned.

“So, they did send one lady who was actually about three hours late for the appointment,” Simpson said, adding that the woman didn’t finish the job.

The cleaning service offered Simpson a partial refund to be received in two weeks. “Well, the refund never came,” Simpson said.

She filed a complaint with the Better Business Bureau and found reviews there that told a different story about the company.

“I started reading the reviews section and I realize they haven’t refunded money to more people than just me…and now I feel really foolish because I thought I could trust Google Reviews.”

The company involved, Texas Cleaning Services, reached out to NBC 5 after this story aired.

A spokesperson says the company is in the process of issuing a refund to the consumer. The spokesperson said, “We as a company strive to learn, improve and work on our customer service, our management and make sure we are learning and growing from each positive or negative experience.”

With online reviews, there is no fool-proof way of knowing who to trust. In 2021 Google Maps removed more than 1 million reported business reviews and over 95 million reviews that violated policy across its platform. We do not know if Texas Cleaning Services was included in the removal.

The Federal Trade Commission in late 2021 posted a notice of penalty offenses describing what they considered deceptive practices. And now, the FTC has announced it is considering adding another rule to combat these deceptive practices.

Their advice to consumers when using online reviews– consider the source. Who wrote it and how old is it? Also, look at more than one source, not just the company’s website.

If you feel you are a victim of deceptive practices, you can file a complaint with the FTC online. And tell us about it! Fill out our consumer complaint form.

That’s the case for the Daniels family of Plano. “Just with all of the different schedules we’re juggling and the busyness of work and being a mom,” Lauren Daniels said of the difficulty.

The family was paid a visit by Latoya, a Baylor Scott & White Health medical assistant. She delivered flu shots right at their dining room table.

“I loved the idea of someone coming to my house versus having to make yet another appointment in an office,” Daniels said.

Baylor Scott & White’s in-home vaccine program is designed to make this aspect of health care as convenient and hassle-free as possible.

“It’s really hard to figure out how to fit it in your day and fit it in your life. And, especially if you’re like me and you got parents and kids, you know, that you’re taking care of,” said Dr. Tiffany Berry, vice president of primary care at Baylor Scott & White.

Berry says making such care easier to access improves the health of not just the individual, but the community as a whole.

“We really are just passionate about bringing it to you so that you can be well,” Berry added.

So, here’s how to access this service. Keep in mind, you don’t have to be a Baylor patient to use it.

First, log in to your “My BSW Health” account, or create one. Family members can be included on one account.

Then, click on “Schedule In-Home Vaccines” and proceed to book an in-home visit.

You’ll see a list of vaccines you are eligible for as they offer hepatitis B, influenza, meningitis, shingles, pneumonia, COVID, and T-dap which includes whooping cough. Make your selections, then proceed to the calendar to pick a date and time. And yes, weekends are offered.

The cost is the same as an in-office visit.

“We’re not looking to make a lot of money at all off this,” Berry said. “We just want to break even on doing the services in a more convenient way. So, we do bill insurance, but it really is just so that we can cover the cost of the program as best we can.”

Justin and Lauren Daniels were both able to knock out their flue shots in the same afternoon.

“Having the trained nurse come to our house on our time, on our schedule was fantastic,” Justin Daniels said. “Obviously, you saw our little one running around. And so our lives are pretty busy right now and that just made it super easy and convenient. So, it’s been, it was, wonderful.”

This service is only available in the Dallas-Fort Worth area. They don’t offer infant vaccines, but the flu shot can be scheduled for children 3 and older.

One other fun part– when the professional is on their way to your home, you can track their arrival on your phone, just like you would an Uber or food delivery.

ONLINE: Click here for more information and to schedule your visit.

‘I DON’T KNOW WHAT TO DO‘

When Brad Carter’s water, sewer, and trash bill rose from around $77 in September, $462 in October and $970 in November, primarily in water use charges, the Mesquite resident said he was baffled.

“I live by myself,” said Carter. “I don’t have a swimming pool, I don’t have any aquariums. It’s always been on average, $60, $70 a month, when all of a sudden…boom. It’s outrageous.”

Carter said a plumber couldn’t find a leak, so he took his concerns to the City of Mesquite water billing department.

“That’s when he said, ‘No, they checked your meter and it is usage,” Carter told NBC 5 Responds.

Facing hundreds of dollars in water charges for the three-bedroom, two-bath home, Carter contacted NBC 5 Responds.

“I don’t know what to do,” Carter said.

Rhonda Steward reached out, too, sharing bills that rose from around $80 in July to exactly $144.89 two months in a row.

“Something is not going right with the meters or something. I don’t know what’s going on,” Steward said.

CITY: RATE INCREASE, NEW METERS, LEAKS FACTORS

We took their questions to Cliff Keheley, Mesquite’s city manager. Keheley said there are several reasons water customers in Mesquite are seeing high bills, including a 9% rate increase that took effect Oct. 1.

“Our supplier had significant cost increases due to supply issues, the chemical cost and the labor cost,” said Keheley. “They increased the cost of water by 14%, which required us to do a 9% water rate increase.”

The city is also in the process of replacing 42,000 water meters in Mesquite. Removing meters that required a human to log usage every month and installing digital water meters.

“Provides a lot more information that’s recorded on the meter, as well as it’s read by a radio tower once every hour,” Keheley said of the new meters.

The digital meters are designed to send usage readings to the city automatically via radio waves, taking human meter readers out of the equation.

Keheley said the city found some of the old meters were undercounting usage and still others, to be replaced, are dead.

“The meters have a propeller in them that just stopped working and so residents were not being charged for the water that they were using,” Keheley said. “What we’re finding is that was a larger number than we thought.”

Keheley said the city counted approximately 600 meters that are not reading usage.

Keheley said those customers may not have noticed because they were billed a minimum usage fee per month.

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ADDRESSING LEAKS

Keheley said, in some cases, new meters are counting higher usage because of leaks. The city said those customers may have a bill adjusted by sharing an invoice from a plumber, showing the leak is repaired.

“We don’t want to penalize a resident who has an unfortunate experience with a water leak or a malfunction in their house system,” said Keheley.

Steward, who received a new meter earlier last year, said a plumber fixed a minor leak at her home.

We’ve shared the plumber’s invoice she sent us with the city.

When it comes to Carter’s bill, Keheley said the city took another look after NBC 5 Responds brought it to their attention. He said the city is stumped. It’s not clear why Carter’s bill shot up, so it’s adjusting the latest bill down to around $65 to reflect more typical usage for Carter.

The city said the installation of the new water meters began in October 2021 and a little over half of the city’s meters have been replaced. The rest are scheduled to be done by 2024. Crews will place door hangers on doors, notifying customers when the new water meter is installed.

The city said a contractor should never have to come into your home to switch out the meter.

The city said the meters will allow residents to track their own usage online.

If you have questions about your water bill or need to submit a plumber’s invoice. The City of Mesquite said you can reach out through the email address on this page.

The city also said it would accept hardware store receipts if you made a repair yourself.

The city said residents can also use the MyMesquite app for reporting concerns.

We asked the city if residents can have their water meters tested. The City of Mesquite said it will test water meters for accuracy at no cost if there is an unusual change in consumption. Mesquite residents can contact the Water Billing Office at 972-216-6208 for more information.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

UNACCOMPANIED MINOR TRAVEL

After spending Christmas with his dad in Hawaii, 9-year-old Nathan Williams was planning to fly back to the mainland the day after Christmas on Southwest Airlines.

Maria Adams, Nathan’s mom, says the parent in Hawaii took Nathan to the airport to check-in. That’s when they said they learned Nathan wouldn’t be able to fly as an unaccompanied minor.

Adams told NBC 5 Responds, the family had questions, “So how does that work? And what are you doing with my son’s ticket?”

Adams said Nathan was scheduled to fly from Hawaii to California. There, a family friend would pick him up and take Nathan to San Diego where the adult would fly with Nathan to Dallas the next day. Adams said it wasn’t clear how or when Nathan would be able to fly out of Honolulu and if he’d be able to catch his next flight.

“I tried calling Southwest, but it was just busy, or it would hang up on me,” Adams said.

The family later received notification the flight from Honolulu was canceled. They paid for a one-way ticket on another airline to get Nathan to California where the family friend took him to San Diego. After delays there, Nathan got back to his mom and stepdad, James, in North Texas.

“I felt very relieved,” said Nathan. “I never wanted to go through that again.”

COMMUNICATION FRUSTRATIONS

The family said they reached out to NBC 5 Responds over the lack of communication from the airline.

“Had they advised us an hour or two hours prior saying, listen, unaccompanied minors are not flying today, but that didn’t occur,” said James Adams. “He had to get to the airport for them to tell them, look, we’re not going to be able to fly him today.”

Southwest Airlines told NBC 5 Responds, in part, “Due to the scale of disruption and to ensure unaccompanied minors were not stuck at airports, we suspended unaccompanied minor and young traveler programs until our operations stabilized.”

The airline also said it was planning to return to normal operations on Friday and said it’s offering additional assistance for customers who were affected by the disruption.

A spokesperson also wrote, in part, “We’re deeply sorry to hear about their plight and disruption.”

According to Southwest Airlines’ website, unaccompanied children ages 5 through 11 years old may be allowed to travel alone on non-stop or same plane service. Under the terms and conditions, it says the airline reserves the right not to transport unaccompanied minors on flights that may be diverted or canceled due to weather or other operational disruptions.

Maria Adams said, she hopes the airline will communicate with the family.

“To call us, to contact us, to email us or message us on all platforms that we used to try to get a hold of them,” Adams said.

In the meantime, Adams said she’s requesting a refund for the flight Nathan didn’t take.

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Consumers directly impacted by flight cancellations and disruptions can submit requests for refunds or reimbursements here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

AIRLINE REDUCING FLIGHTS

With Southwest Airlines reporting it would fly just a third of its schedule for the next several days, disruptions for some travelers continue.

“If you’ve got a flight on Southwest over the next few days, you might be facing some pretty grim prospects of that trip actually happening,” said Scott Keyes, Founder of Scott’s Cheap Flights.

Keyes said travelers should make a backup plan now and consider carrying on luggage if possible.

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REFUNDS FOR PASSENGERS

Charlie Leocha with Travelers United explains if you weren’t able to fly because the airline canceled your flight, you’re entitled to a refund for the payment method you used.

“You get all your money back and that comes to you in cash,” said Leocha. “It includes everything you pay: taxes, fees, extra charges and ancillary fees and so on.”

Keyes explains you don’t have to accept a flight credit even if you used part of your ticket.

“If you have taken, let’s say, the outbound flight, but then your return flight gets canceled and you find another way home. Typically, what’s going to happen is you’re entitled to a cash refund of just that return flight,” said Keyes.

Southwest Airlines has a travel disruption web page where consumers can submit refund requests and turn in receipts for additional expenses like hotel, rental car and meals.

Keyes said it’s unclear if Southwest would reimburse passengers who may have paid a premium to catch a flight on another airline.

“Will Southwest reimburse folks for those new flights they have to book or for alternate transportation? Yeah, I think it’s a little bit of an open question. I think they ought to,” said Keyes. “I think we’re going to see what limits if any, there are to that.”

The airline told NBC 5 Responds requests for reasonable reimbursements directly related to the travel disruption will be reviewed on a case-by-case basis.

For now, save your receipts including those for out-of-pocket expenses for items like toiletries and clothes that were in a checked bag.

If you used a credit card to pay for your flight, find out if it includes travel protections for things like reimbursement for lost bags or expenses due to extended delays.

In the coming days, if consumers are struggling to connect with the airline over a refund request, consumers can file a complaint with the Department of Transportation’s Office of Aviation Consumer Protection.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

WORKERS FORFEIT FSA CONTRIBUTIONS

Each payday, millions of workers contribute tax-free money into flexible health spending accounts or FSAs.

The Employee Benefit Research Institute found almost half of workers later forfeit a chunk of that money.

“Somewhere in the neighborhood of $370 [each],” Jake Spiegel with the Employee Benefit Research Institute told our colleagues at NBC Bay Area Responds.

“In general, that money is no longer yours and it typically goes back to your employer,” Spiegel explained. 

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STEPS WORKERS CAN TAKE NOW

FSA rules vary by company. Some employers say employees must “use it or lose it” by Dec. 31. Others give more options.

“Some people have an FSA where there’s a grace period, where you have until March or so to spend down your balance. Some FSA’s have a rollover feature, where you can roll over $500 or $600,” said Spiegel. 

Now is the time to check your FSA for your account deadline. You can also ask your company’s Human Resources department what happens Dec. 31.

If you have to spend the balance quickly, here’s a warning about bulk buying one item, like a pallet of sunscreen, to drain your balance.

“Technically, what’s an allowable expense is what you could reasonably consume in a short amount of time,” Spiegel said. “So, if you were to buy an entire pallet of sunscreen, that might raise a flag or two at the IRS.”

Many everyday items, including bandages, pain relievers and home COVID-19 test kits are FSA-eligible. In stores, look on the shelf tag for a label indicating the item is FSA-eligible. Online, many stores have a filter that shows only FSA-eligible items to help you spend every penny.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Kristi Nelson: Everybody’s getting ready to hit the road and travel to all their favorite destinations. I think for a lot of those people who are traveling to go visit their relatives, maybe friends and they want to take gifts. That’s one of the biggest questions we get, so let’s start there. What are your tips?

Laurie: So for traveling with a carry-on suitcase, the TSA has certain rules for what’s allowed and wrapped. Presents usually will have to unwrap to screen completely. So my tip is to pack a gift bag that folds flat and some tissue paper. You can iron it when you to your location and, or just by wrapping paper there.

Kristi Nelson: Okay. And, so what about when it comes to getting through airport security efficiently? Let’s talk about what you should carry, what you should wear, what you should not wear, what you should not carry.

Laurie: So, you’re allowed a liquids bag that should be clear-ish and one quart-sized, and then all of the containers inside. They are supposed to be 3.4 ounces or smaller. If I really need to fit more in this liquid bag, I can change up the size of my containers as long as it does not leak. For some reason, we’re not scared of the TSA, but we’re going through airport security smart at Christmas time, especially! I got caught on Christmas Day wearing this sequined t-shirt because it sets off the alarm. It’s metallic. There’s something about it.

Kristi Nelson: So, are there any other tips you can share that can just help reduce the frustration and make sure you arrive happy and in the holiday spirit?

Laurie: Always pack your patience hat! One travel tip to save space in your suitcase is a lot of people pack in hard-shell cases in the manner that the item was designed to be packed in. My job is to just unfold or unzip those items because you have a little bit more space now to pack items above that. Another tip that you can use going through airport security- if you need space in the liquids bag because of all our Texas-Sized skincare and hair care products is you can use cotton balls to pour your eye makeup remover, soak those cotton balls in the remover and pack them in a little plastic baggie, anywhere in your suitcase. Now, they are soaked, but they’re not liquid, so they don’t have to go in your liquids bag.

Kristi Nelson: Very Nice Tips!

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Read on for expert advice to help ensure you’re not overcharged.

CUSTOMER SPOT CHECK

On a recent trip to the store, Susan Alterman said she kept a close eye on prices she read on the shelf.

“I just decided I would spot check some prices on things that I bought,” said Alterman.

She reached out to NBC 5 Responds with what she found.

Alterman snapped photos of the shelf prices on a couple of bags of chips at $3.24 and 3.26 each. She said each rang up for $3.68 at the register. Alterman took a photo of the $2.98 shelf price for loaf of bread. Alterman said it scanned for $3.24 at the checkout counter.

Alterman said she pointed out the discrepancy to an associate who made a price adjustment so Alterman paid the lower price. The experience, she said, added up to a lesson in paying attention at the checkout.

“These prices I caught were just one percent. Forty cents here, 40 cents there, but where does it stop?” asked Alterman.

ADDRESSING OVERCHARGES

“I definitely don’t believe this is a deliberate act. Is it negligence? Probably, yes,” said Edgar Dworsky, founder of ConsumerWorld.org.

Dworsky, also a former Massachusetts state assistant attorney general, said overcharges aren’t new.

“I wrote the item pricing law in our state that gives consumers the free item, and that was back in 1987,” said Dworsky. “When I say overcharging has been going on for decades, it really has.”

But, as inflation squeezes budgets, you may notice the difference.

Walmart, the store where Alterman shopped, told NBC 5 Responds, in part, it’s committed to selling products at the price shoppers see on shelves. It also said it’s testing an enhanced electronic shelf labeling initiative and improved handheld app capabilities to help associates with price confirmation and adjustment when needed.

“We also encourage customers to bring pricing inaccuracies to our associates’ attention, and we will happily address the matter,” Walmart wrote in an email to NBC 5.

Dworsky said digital signs can help with consistency, but customers should ensure the signs reflect sales that brought them into the store.

“The data is fed both to the cash register and to the shelf side from the same database. So, if someone didn’t put this week’s sale into the computer properly, it’s going to be wrong in both places,” explained Dworsky.

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In Texas, the Department of Agriculture enforces rules about weights and measure, which includes overcharges.

Commissioner Sid Miller said around 300 inspectors visit grocery stores in the state: either responding to consumer complaints or checking store scales and price scanners.

“Most of the time, it is a clerical error,” said Miller. “Even if it’s a buy one, get one free, the clerk put it out on the shelf, put up the sign and somehow communication didn’t get to the cash register.”

Miller said stores could face a civil penalty of up to $500 dollars for each violation and each day the violation continues can be considered a separate violation.

Statewide, the agriculture department said it’s responded to three complaints about misrepresentation of price, a term that includes discrepancies in prices on the shelf or advertised prices, since September 1. Of the three complaints, one lead to enforcement action.

It logged 22 complaint inspections fiscal year 2022. Thirteen of them lead to enforcement. The state noted two complaint inspections in fiscal year 2021 with one leading to enforcement.

Dworsky said consumers may consider self-checkout to help catch errors and alert the store if there’s a discrepancy so you pay the lower price.

“Consumers just really have to be alert. Don’t assume the price you’re getting charged is the right price,” said Dworsky.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Unfortunately, they were, and at double the original rate paid online.

Another North Texas man said he dealt with the same scenario as the Yabukis and was charged double on his toll tag when exiting the airport garage.

Neither customer was able to get a refund so they both reached out to NBC 5 Responds for help. After we contacted DFW Airport, both were refunded their double overpayments of $145 and $162.

In a statement DFW Airport said, in part, “DFW Airport sincerely regrets what happened to these few online, prepaid parking customers. We remain committed to this product and will work to prevent these mistakes from happening again, ensuring we deliver an outstanding customer experience.”

When purchasing online, check that your license place information and toll tag linked are entered correctly. When at the airport, use your QR code given to enter and exit the airport.

DFW Airport says if your first choice garage is full, you are free to park in another available DFW Airport garage.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

They learned their confirmed hotel reservations changed.

Read on for what happened and what you should know when you book.

RESERVATIONS MOVED TO ANOTHER HOTEL

When the Academy of Country Music Awards announced its May 11, 2023 show would head to the Ford Center at The Star in Frisco, Chad Thompson of McKinney said he and his wife booked a room, steps away, at the Omni Frisco Hotel.

“We thought, wow, that could be a great night out,” said Thompson.

The Thompson’s friend, Crystal Cunningham, booked a room for her and her husband too.

“It was just going to be a fun time to get away. It’s not every day that a really cool country music awards or a big award show comes to the Dallas Fort Worth area,” Cunningham said.

Four months later, Thompson and Cunningham say the Omni changed their reservations, citing “unforeseen circumstances.”

The Omni offered to move their reservations to the Omni PGA Frisco resort, currently under construction, with an opening set for spring.

“The award show is in May, at the beginning of May. We’re worried that the hotel might not even be open at that point just because of you never know what could happen,” Thompson told NBC 5 Responds.

The Omni PGA Frisco resort is also about ten miles from the hotel the consumers originally booked – next to the Ford Center.

“We wanted to be right there on the property, right there on site,” said Cunningham. “Makes it all easier. Anybody that’s gone to something where there’s a ton of people knows the in and the out is not the fun part of the night.”

The consumers aren’t out any money but said they couldn’t get answers about why their “confirmed” reservations changed.

Omni Hotels & Resorts told NBC 5 Responds by email, “To provide clarification, the Academy of Country Music (ACM) had a contract to book the hotel, and somehow announced the location before the contract was finalized, creating the overbooking situation. Due to security concerns/ requirements, and with deference to the safety of the ACM performers, the hotel will not be allowed to host anyone not affiliated with the ACMs.”

The Academy of Country Music told NBC 5, by phone, the Omni was aware of its intent to book the entire hotel.

For the night of the ACM Awards, the Omni said it’s offering guests a free cocktail reception and round-trip transportation to the Omni Frisco Hotel.

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WHY ARE GUESTS “WALKED?”

“It is no fun to walk a guest,” said Dr. Kim Williams, Chair for the Hospitality and Tourism Management Department at the University of North Texas.

Dr. Williams explained, generally, “walking” a guest or telling a guest with a reservation they don’t have room for them can happen for several reasons. That includes the hotel overbooking guests or underestimating the number of guests that would cancel.

Sometimes, rooms that were supposed to be blocked were sold.

“Now, I have more reservations than I could actually fulfill. It could just be human error and that’s it, just a mistake,” said Dr. Williams.

The Texas Hotel and Lodging Association explains a hotel room reservation is essentially a contract between the guest and the hotel. If a hotel breaks the contract, the guest is entitled to be made whole, which usually means going to another hotel while the original hotel covers any room rate differences.

Williams said if you’re traveling during a busy season, you may reduce your chances of being walked if you’re a frequent guest or a member of the hotel’s loyalty program. You may also reduce your risk of being walked if you’ve booked directly with the hotel rather than a third party – like a travel website.

If you are walked, some hotels will pay for a night’s stay or offer points.

Dr. Williams said there may be room for negotiation, “They may offer a massage at a property, they may pay for your meals at a property. So, it just really depends.”

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

POINTS REDEEMED

While working in Dallas, Ron Harris said he received an email notification about 14,000 miles redeemed for an upcoming trip. Harris said he wasn’t the one redeeming them.

“I was like, OK, I’m getting on the phone and calling,” Harris told NBC 5.

Harris said he learned he couldn’t get the miles back.

“Knowing it wasn’t something I had done and taking that as a loss, it didn’t sit well with me. I wanted to get something done about it,” said Harris.

Harris contacted NBC 5 Responds.

A day later, Harris said the airline reached out, asking him to submit a police report. Then, the airline credited the miles back to Harris’ account. The rep also helped Harris change his account number and password.

In an email to NBC 5 Responds, American Airlines shared, “Our team conducted an investigation and determined that the redemption of miles in this case was most likely fraudulent activity. We have since replenished the customer’s miles balance in a new account. We encourage customers who suspect fraud to reach out to our Customer Relations department.”

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GUARD YOUR REWARDS

“Under most circumstances, airlines will hopefully be able to get them back to you. It’s really going to depend on the situation. That’s why it’s really important to be proactive rather than reactive,” said Nick Ewen, Director of Content for The Points Guy.

Ewen explains miles or any loyalty rewards could be targeted by a thief.

“Whether you’re using your airline miles for a flight, your hotel points for a hotel room or even your credit card points for gift cards, they can truly translate into value. That’s what some of these fraudsters are going after,” Ewen said.

Protect loyalty account information the same way you’d protect a bank account, taking steps that include keeping your frequent flyer or loyalty account number private.

Use strong passwords and two-factor authentication if it’s offered.

Monitor your accounts by logging in regularly. Also, enable email notifications so you’re aware of any points redeemed. If you suspect fraud, report it quickly.

“In many cases, they’re hoping that you’re not checking your accounts, you don’t have your emails enabled and you may not even know that they’re gone until you go and look to use them,” said Ewen. “By then, it may be too late.”

Don’t use the same password for different accounts. If one is accessed by a stranger, that means other accounts are at risk.

Be aware of phishing schemes that trick consumers into providing account information. Read what the FTC says about spotting a phishing attack here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Read on for the stories of three North Texans building businesses that started with a holiday side hustle.

BRIGHTENING THE HOLIDAYS

Working from the top of a ladder, Daniel Usrey, founder of Deck the Halls Lighting Services, aims to make the holidays brighter.

“Whenever they first turn them on, people stop by and that puts them in the spirit. They’re ready to start Christmas,” Usrey said.

Usrey started the company five years ago as a firefighter looking to make a little extra money around the holidays.

“We didn’t own a ladder,” Usrey said. “We went to a pawn shop and bought a ladder.”

Usrey said he started with 25 clients, “It went from 25 to 75. From 75 to now: we’re at over 200 houses.”

Usrey said he left his day job three months ago and is focused on his lighting and roofing companies full-time. With help from Usrey’s father-in-law, they install outdoor Christmas lights on up to eight houses a day – starting in mid-October.

“Sometimes it calls for full days and working seven days a week for a month and a half. In my opinion, it’s worth it,” said Usrey.

‘WE’VE GOT TO FIGURE SOMETHING OUT’

Erica Greer is also putting in overtime.

“We are putting in a lot of elbow work,” said Erica Greer.

NBC 5 Responds chatted with the small business owner as she filled orders for her company, Black Wrapped.

It’s an idea that came to her two Christmas’ ago while searching for images of Black Santa to wrap her nephews’ gifts.

“I wanted my nephews to have the Santa that we grew up with,” said Greer. “We’ve got to figure something out.”

Greer said she commissioned an artist and printed up a few sheets of gift-wrapping paper.

“I wanted to do something for my family. I see a problem, let’s fix this problem. Then my girlfriends are like, ‘we need it, too,’” said Greer

Now, it’s a year-round venture, offering gift wrap and bags for baby showers, Pride, graduation and Christmas.

“I get people say it’s so pretty, I don’t want to open the gift, which is a good thing,” said Greer. “But, it’s also it’s so pretty because we haven’t seen anything like this. My goal is for this to be such a norm that it’s representation and you’re not afraid to open it up because you’re used to seeing things like this on the shelf.”

This season, Greer is expanding the business with mobile gift wrapping. She’s purchased and decorated a trailer she can take directly to clients and pop-up events.

“We’ll wrap it. We’ll take the hassle out of the holidays,” Greer said.

When Greer isn’t running her side hustle, she’s a full-time occupational therapist. She said she would tell anyone with an idea to rally their support system and go.

“The hardest part is starting. What God has for you is for you. You just have to start,” said Greer.

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‘BELIEVE IN YOURSELF‘

Tamara Fisher said that’s what she did when founding the Rockwall Christmas Company last year, selling Christmas tree kits with ornaments, ribbon and trim. Each is coordinated around a theme and designed to come straight out of the box and onto a tree.

“It’s all ready to go,” said Fisher.

Fisher said she developed the concept after moving houses around Christmastime in 2020. With her decorations packed away, she searched for an all-in-one curated kit for her tree.

“I started shopping and I found it extremely difficult to find all the ornaments I wanted for the tree to put the theme together,” recalled Fisher.

The real estate agent designed her own and sold her first Christmas crates last year.

“The idea that my trees, that I designed in my own home, could be in their home and that they find joy in it, it couldn’t be better,” said Fisher.

She said the company doubled orders since 2021 after taking a chance on a side hustle.

“Believe in yourself. It’s going to be hard. There are going to be so many things that you don’t know how to do, but don’t let that deter you,” Fisher said.

The U.S. Small Business Administration counted 3.1 million small businesses in Texas, employing 44.5% of Texas workers. Some with a story that started small.

“Who would have thought sitting on the floor wrapping gifts for these little boys would turn into all of this?” said Greer.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Read on for how she found a resolution.

WAITING FOR A REMEDY

For years, Jackie Wright said she relied on a Philips Respironics CPAP to help her through the night.

Philips Respironics announced a recall of some machines saying the foam inside could break down, be swallowed or inhaled by the user and that degrading foam could be toxic or carcinogenic. Wright said she registered her device in August of 2021 and called multiple times over the last year to check the status.

In October, she shared an update email from Philips. It explained older devices, like her System One machine, are past their warranty and useful life. The update said the System One 60 series was discontinued in the U.S. in 2017 and couldn’t be repaired or replaced.

It offered two options: return the old machine for a $50 check or request a replacement device with a current prescription.

“It was a year in August that I got the paperwork when I registered it. If that’s the case, then why didn’t they say that back then?” Wright asked.

OPTIONS FOR PATIENTS

Philips tells NBC 5 Responds, in part, “One of the more complex aspects of the recall has been creating remediation options for older devices, such as the System One.”

Since the devices have been discontinued, it doesn’t have a repair option and it’s been working to find an alternative for patients.

Philips also said consumers who want a replacement device can pick that option by signing into the patient portal on Philip’s website. A Philips Respironics team member would then call the patient about getting a prescription through their doctor.

After NBC 5 Responds reached out to the company, Wright shared a follow-up email from Philips. It said her case would be expedited.

Wright said her doctor provided a new prescription. On November 7, she said a replacement device was delivered to her home.

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Philips has said it expects to repair or replace around 5.5 million devices around the world as part of its recall.

According to the latest update on its website, Philips Respironics said its produced 3.95 million replacement devices and repair kits. Two million have been shipped in the U.S.

The company told NBC 5 Responds it expects to complete about 90 percent of production and shipments needed for the recall by the end of this year.

Here’s the latest information from the FDA on the recall, including a list of devices impacted.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“It’s one of the worst things that’s ever happened to me,” Brothers said.

Earlier in 2022, Brothers was a patient at Texas Health Harris Methodist in downtown Fort Worth. She recovered, but a few weeks later, got an unbelievable phone message from the Social Security Administration saying she was dead.

“So I thought this was a scam. And then I got a letter a day or two later saying the same thing. ‘We’re sorry that you’ve lost your loved one. If that’s not correct, please call us,'” Brother said.

She did call and got the shock of her life.

Brothers spoke with an SSA representative and according to her, “He said somebody called and said you were dead. Well, at that point I’m thinking, who would hate me enough to call and proclaim me dead and start this nightmare for me?”

She learned the hospital billing department put her name and medical ID on the record of another person who died at Texas Health Arlington Memorial during the same time she was at Harris Methodist in Fort Worth.

Brothers concluded saying, “And someone in billing put my information on her medical record, sent it to Social Security who paid it, $45,000 in my name.”

The notice of her alleged death was directed to other agencies and she watched her benefits disappear, even her food assistance.

“I’d go to order food and there was no money. They canceled it,” Brothers said.

She says, “It was just an avalanche of things that happened. Canceling medicine, canceling doctor’s appointments, canceling x-rays and so it was very frustrating and upsetting and I didn’t know what was going on.”

After months with no progress, Dixie Brothers asked NBC 5 Responds for help, and we went to work.

First, the medical record was corrected with the hospital.

Texas Health Resources, said in a statement, in part, “A clerical error in filing the claim resulted in Ms. Brothers losing her Medicare coverage…We immediately began the process to reverse the mistake. However, there was difficulty updating all the downstream systems…we are sorry for the hardship this caused her and are thankful we were able to get the issue resolved. We are reviewing processes and additional safeguards to prevent this from happening in the future.”

Ms. Brothers advises anyone else in a similar situation to find an advocate, multiple advocates, to help, saying, “I don’t care what you’re going through, if you’re facing a government agency or a big conglomerate like these hospitals, you have to find someone who will help you.”

Benefits have slowly, but surely, been reinstated and now, she can get back to living.

If you need help with a similar issue or have other consumer related questions or concerns, fill out our Consumer Complaint Form here.

Read on what parents can do now to help safeguard their kids’ financial future.

‘IT’S REALLY STRESSFUL FOR ME‘

Not long after turning 18 years old, Josue Guevara said he went to his bank to apply for a credit card for the first time. That’s where he learned his credit was already in poor shape.

“Surprising for me. I ran out of words,” said Guevara.

Guevara said he found out about thousands of dollars in debt, racked up in his name, starting when he was just a baby.

“They even said that I owe $40,000 which is big for me because the highest amount that I’ve had in my hands is $100, not $40,000,” Guevara said.

The college student filed a police report and is working to untangle years of debt he says doesn’t belong to him. Guevara is worried he’ll have trouble securing student loans to further his education once his scholarships run out.

“I really want to fix this because it’s really stressful for me,” said Guevara.

KIDS’ IDENTITIES TARGETED

“The stories of child identity theft are absolutely heartbreaking because these are young people that are trying to launch,” said Eva Velasquez, president and CEO of the Identity Theft Resource Center.  

Velasquez explained kids’ identities are an attractive target for thieves. With a few data points including a Social Security number, full name and birthdate, Velasquez said a thief can make a few changes to start spending.

“There’s no file for that child in the credit reporting agencies, one will be then created with this new date of birth, the Social Security number and the thief is building up this credit file for this minor,” said Velasquez. “Often, they will exploit it and leverage it until they’ve got as many lines of credit all maxed out and then they walk away.”

While adults who are monitoring bank statements, tax returns and credit reports may catch a problem quickly, child identity theft can go undetected for years.

A Javelin Strategy & Research study published in 2021 estimates child ID fraud affects one out of 50 kids annually. The same study says children’s personal information is increasingly targeted by criminals and people the child may know.

Javelin’s study says most, 73 percent, of child ID victims know their perpetrators.

STEPS PARENTS CAN TAKE

Parents can take steps to make their kids a tougher target for identity theft.

First, find out if your child has a credit report at the three credit bureaus: Experian, Equifax and TransUnion.

“You can, as a parent or legal guardian, check your child’s credit report or request one for free to make sure that nothing’s happening. If there’s no credit report in Experian’s files, that’s a good thing,” explains Rod Griffin, director of public education and advocacy at Experian.

Parents would have to fill out paperwork to prove they have a right to that information. If the child is under 16, parents can also place a freeze on their child’s credit report at each of the three credit bureaus for free.

Here are links to instructions for freezing a minor’s credit file at Experian, Equifax and Transunion.

Parents must fill out a freeze request and send it, along with copies of their child’s birth certificate and Social Security card, by mail.

“I understand some parents are leery of sending paper documents through the mail, and that’s a valid fear, but I’m more concerned about the child’s identity credentials already being out there in the wild, which they very likely are, and trying to reduce that risk surface by freezing the credit,” said Velasquez.

There are other safeguards parents can take. The Federal Trade Commission says parents should question any form or document that asks for personal information about their child. Ask if it’s truly necessary to share your child’s Social Security number on a standard form. If so, ask how that information will be protected and whether it’s possible to use a different identifier or just the last four digits of the child’s SSN.

Studies show people you know could pose a risk, so don’t overshare information about your child on social media. Monitor what your kids share, too.

RED FLAGS

Velasquez said parents should act quickly if they receive collections letters, bills, credit card offers or other personal financial correspondence in their child’s name. Don’t assume it’s a clerical error.

“It could just be a mistake, but you won’t know until you follow up. The sooner you catch these problems, the easier it is to address,” said Velasquez. 

If you are denied government benefits because someone is already using your child’s Social Security number, that’s a red flag. Parents should also take action if someone calls about an overdue bill in their child’s name, but it’s not an account you opened for the child.

RESOURCES

If you learn your child was the victim of identity theft, the FTC says you’ll have to report the fraudulent accounts. Contact each company’s fraud department to close the account. Ask for written confirmation that your child is not responsible for the charges.

Contact the three credit bureaus to report someone has used your child’s information. Ask for fraudulent accounts to be removed from your child’s credit report.

The Identify Theft Resource Center offers a helpline to walk consumers through steps they can take.

The Federal Trade Commission also has information about identifying and preventing child ID theft here.

If you’re the victim of identity theft, you can report it here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

The NBC 5 Responds team spoke to North Texans who are looking for other options in surplus and salvage grocery stores.

‘IT HAS BEEN ASTRONOMICALLY EXPENSIVE TO EAT THE WAY WE USED TO’

With a big family to feed, Dana Ellsworth said her monthly grocery receipts were competing with the cost of her mortgage.

“I have six kids at home and they bring friends,” Ellsworth said.

She said the family was spending between $1,500 to $2,000 a month on groceries.

“It has been astronomically expensive to eat the way we used to,” Ellsworth said. “Especially with fresh produce, we haven’t been able to manage it.”

DATED, DISCONTINUED AND DISCOUNTED

This is why Ellsworth said she drives 40 miles from her home in Wylie to shop at the Grocery Clearance Center in the Oak Cliff neighborhood of Dallas. Ellsworth said a friend brought her to the store a few weeks earlier and she’s been making regular trips since then, searching for bargains.

Store owner Gary Gluckman said inflation has brought new faces into the store which sells food that didn’t make it to traditional retail grocery stores. Gluckman said the food comes from a variety of sources: some of it is discontinued, past or approaching its “sell by” date.

“We have stuff on our shelves that will be going out tomorrow, next month or two months from now. Or, six months ago, they went out,” said Gluckman. “They are still good and wholesome to eat.”

Walking through the store’s produce section, Gluckman held up bagged salads, “This is dated today, but it’s still going to be good a few days. You can get three of these bags for $2.”

UNDERSTANDING FOOD DATES

The USDA says many dates on food refer to quality, not safety. The federal government doesn’t regulate the dates you see on food packages. Infant formula is the exception.

Salvage grocery stores in Texas are licensed by the Texas Department of State Health Services.

The director of the agency’s food and drug section, Kevin Veal, said food safety requirements in salvage grocery stores are no different than other grocery stores. He said the state inspects salvage grocery stores at least once every two years.

“We look for sanitation, we make sure that they’re storing things properly, we make sure that we look at their records, that we’re making sure that they’re purchasing from appropriate places,” explained Veal.

The Texas Department of State Health Services lists 235 salvage businesses it regulates, but they’re not all grocery stores. Some are food banks. Others are salvage cosmetics, drug or medical device businesses.

The FDA says when shopping salvage grocery stores, follow the same safety tips you would when buying food anywhere.

That includes avoiding canned food that is swollen or bulging. Don’t buy a can that is dented or rusted along the seams on the top or side of the can. The damage could have let bacteria in. Avoid sealed packages with a leak or hole.

TACKLING FOOD WASTE

When it comes to finding salvage grocery stores, Lynne Ziobro, has made it her mission by launching a website that maps out stores across the country.

“A lot of people have never heard of these stores,” said Ziobro.

Ziobro’s site also offers tips to help combat food waste, pointing out some perfectly fine food in salvage stores may have otherwise ended up in a landfill.

“I saw this opportunity where I could list stores, try to keep it up to date, and also try to teach people about food waste,” Ziobro said.

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INFLATION IMPACT

Gluckman points out inflation hasn’t spared surplus and salvage stores.

“Stuff that we were maybe getting $1.59 on just a few months ago, we may be getting a $1.99 on. However, the discount you’re getting remains the same. In other words, if it’s a $1.99 here, it could be $2.99 plus in the store,” said Gluckman.

He said he tells new customers to shop salvage stores first because what’s in stock changes. Customers may not find everything on their shopping lists.

Thomas Muniz, a first-time customer, said he and his wife came to the store with an open mind.

“We had to come today and check it out for ourselves,” said Muniz.

They left with several bags of flour, “My wife said it was a good deal. Ninety-nine cents per bag.”

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

NBC 5 Responds took a look at health data, broken down by county, to reveal who’s sleeping well in North Texas and who’s not.

Read on for tips to start sleeping better no matter where you live.

COUNTY-BY-COUNTY NUMBERS

When you crunch the numbers, about a third of American adults tell the CDC they get fewer than seven hours of sleep a night.

In Dallas County, 37.2% of respondents reported not getting enough sleep. In Collin County, 35.4% told the CDC they sleep fewer than seven hours in a 24-hour period. CDC data showed 34.9% of respondents in Ellis County and 36.3% in Kaufman County reported not getting enough sleep.

Tarrant and Rockwall Counties are resting easy with only 33% saying they don’t get enough sleep in Rockwall County and 33.2% in Tarrant County reporting poor sleep.

The CDC’s survey didn’t determine why the answers varied between North Texas counties.

Dr. Neha Gandhi, a neurologist at Methodist Dallas Medical Center, said you can start taking steps to improve your sleep – no matter where you live.

“Sleep is incredibly important,” said Gandhi. “We know that poor sleep can lead to various health conditions, which include mood disorders like depression and anxiety, obesity, diabetes by changing your metabolic rate. It can cause cardiovascular diseases, meaning heart diseases and stroke in some people.”

Gandhi says to take stock of your sleep quality, not just time spent in bed.

“Sometimes people do sleep seven hours, but they have frequent awakenings during the nighttime, so their quality of sleep is not good, and then they don’t feel refreshed during the daytime,” Gandhi said.

“I think part of the problem is people don’t acknowledge or know that they are sleep deprived,” Gandhi explained.

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SLEEP BETTER STEPS

Consider getting on a sleep schedule to improve your sleep quality.

“Bedtime routines are not just for children,” said Terry Cralle, a registered nurse who specializes in sleep at the Better Sleep Council.

Cralle explained you can improve your sleep by waking up and going to bed at the same time every day.

“I have a bedtime alarm. That way, I can stop social media, I can stop researching the latest sleep news that I’m always fascinated to see,” said Cralle.

Dim the lights and spend time relaxing. You can read, stretch or do something you’ll look forward to that doesn’t involve screens or electronics.

Cralle recommends doing the same routine, in the same order each day.

Cralle said she even incorporates a second toothpaste, avoiding a strong peppermint smell and taste, as part of her evening wind-down routine.

“I literally have a different brand of toothpaste that I use at night than I do in the morning,” said Cralle.

“All of these little things can contribute to much better sleep and a much more restful night and feeling great the next day,” Cralle said. “That, after all, is the whole point.”

You’ve likely already heard you need to watch caffeine and alcohol intake.

Additionally, work in exercise during the day. If you feel too tired to exercise, start by incorporating short walks.

“If you’re getting enough sleep, diet and exercise will fall into place much easier,” Cralle said.

Finally, Cralle recommends tidying up your bedroom to clear out distractions, keeping it dark and quiet.

If it’s your mind that feels cluttered, Gandhi said set aside some time to put your worries on paper, “Just write everything and then keep it aside in a journal. When you go to bed, do not try to think about those [worries].”

Gandhi said if you continue to struggle, talk to your doctor.

As for the fall time change, Cralle said it’s less disruptive than the start of daylight saving time in the spring. Cralle recommends a set, standard time to improve overall sleep health of Americans.

The American Academy of Sleep Medicine agrees. It has called for the elimination of daylight saving time.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

“I’ve got probably 15 Nerf guns that I’m putting in the sale, so some kid’s going to have a great Christmas,” she said.  

“The last time that I did ‘The Big Purge’ in my kids’ clothes, I’ve got all three kids and this included a little bit of baby gear, too. My check was $1,200.”

This is how Marisa and many other parents around the country are fighting inflation these days: recycling their kids’ stuff.

Plus, they also shop these sales for huge discounts.

“We are here to help our community sell their gently used items and make money because it is an expensive time right now,” said Julie Palermo who runs the Arlington sale. “And also to help our community shop and save money on clothes and books and baby gear and shoes and everything else you need to raise a kid.”

Here’s how to make the sales work for you:

• Be a shopper and purchase items at 50% to 90% off retail.
• Sign up to be a consignor: Sell your items, make some money and also get to shop early.
• Be a team member: Work the sale and keep a larger percentage of your own profits.
• Do all of the above.

The sales happen several times a year around North Texas. Upcoming sales include the Nov. 4-6 sale in Arlington, followed by a Denton County sale Nov. 9-13, and a Collin County sale kicks off Nov. 30.

REFUND OFFERED AFTER RECALL

Jody Brown of Granbury said he struggled to find out what happened to the smartwatch he sent away as part of a voluntary recall.

In March, Fitbit announced the voluntary recall of Fitbit Ionic watches because the company said the battery could overheat and become a burn hazard.

Brown said he called and confirmed his watch is part of the recall, then requested a return kit. Brown said he mailed his Ionic in, following instructions, in June. Then, he waited.

According to this FAQ on Fitbit’s website, consumers get a $299 refund three to six weeks after the company receives the consumer’s recalled watch. Brown said he called to check the status multiple times and was told the recall receiving center received the watch on June 16.

“I went through several phone calls with them. Got anywhere from responses of ‘we don’t have it, we’re still processing it, we really don’t know what the problem is,’” Brown told NBC 5 Responds.

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REFUND DELAYS FOR SOME USERS

NBC 5 Responds reached out to Fitbit with the claim number Brown provided.

A spokesperson wrote back saying, “We’re aware there are delays with refunds for some users and are actively working with this customer to process his refund. We continue to work on making the process as easy as possible for our users.”

“Hopefully, this will maybe let Fitbit be more aware of what’s going on and they can get it corrected going forward,” Brown said.

Generally, the Consumer Product Safety Commission said if consumers aren’t able to get the remedy offered in a recall, try the CPSC to resolve the issue. The CPSC said consumers should read the recall release carefully to follow the instructions.

If you have a Fitbit Ionic, you can more information from the CPSC here.

You can access the Fitbit Ionic refund registration page here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Read on for what consumers can expect heading into the stores in the final push before Halloween.

HALLOWEEN CANDY SHELVES ARE STOCKED

Stores we visited this week had shelves stocked with Halloween treats.

Ila Manuj, associate professor in the Department of Logistics and Operations Management at the G. Brint Ryan College of Business at the University of North Texas, said she doesn’t expect stores will run out of candy this year.

“If there’s a specific type of Halloween candy you are looking for, it may not be in stock very close to Halloween, but there will be candy. If you go to stores, they are stocked up. Companies have been preparing for this,” said Manuj.

Manuj said demand for candy soared during the pandemic, so manufacturers have been ramping up production to meet consumer demand and navigate supply chain disruptions.

Generally, Manuj said fulfillment rates, the percentage of an order that’s filled, have increased.

“In the pandemic times, you were looking at candy fulfillment rates of 40% or so. If you asked for 100 bars, maybe you got 40. That has increased all the way up to 80%-plus in these times,” explained Manuj.

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“HALLOWEEN IS BACK”

The National Retail Federation said Americans are expected to go big for Halloween with consumers expecting to spend about $10.6 billion on Halloween decorations, costumes, cards and candy this year.

“A lot of that is being driven by young adults who are feeling that Halloween is back. They took a little bit of a break during the pandemic and they are ready to celebrate with parties, bar crawls, haunted houses and hay rides this year,” said National Retail Federation’s Senior Director of Industry and Consumer Insights Katherine Cullen.

NRF said consumers plan to spend $100, on average, with nearly half saying they’d shop early to spread out the cost.

We reached out to several stores and candy makers.

A spokesperson with Kroger said the chain has no concerns regarding candy inventory. Kroger said it just had a markdown event last weekend and is donating 100,000 pieces of candy for the Klyde Warren Park trick-or-treat in the park event on Saturday, Oct. 29.

Walmart said it will also have enough supply to meet the demand.

Hershey’s said it produced more Halloween candy. Seasonally packaged candy may be more limited on shelves getting into the last week of the season, but the same brands in snack sizes are available.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

‘I WANTED OTHER BRIDES TO KNOW‘

On the day of her bridal portraits, Leslie Lenckus said the schedule was tight.

“Everything was planned down to a T,” said Lenckus.

Lenckus said she showed up for her 11 a.m. hair and makeup appointment in Allen to find no one in the salon.

“I had to call him several times. My mom tried calling him,” Lenckus told NBC 5.

When Lenckus connected with the operations manager at Chroma Services, she said he told her the company’s technology didn’t update the appointment. Lenckus shared a screenshot of a text message, time-stamped more than half an hour after her appointment start time. In it, the manager offered lunch on the company while Lenckus waited for an artist.

The bride said there wasn’t time.

“The issue was the timing. My bridal portraits were scheduled to start at one and they were in my venue in Colleyville,” she said.

Lenckus found a last-minute appointment somewhere else and decided to go with a different vendor for the day of her wedding the next month.

“Since you didn’t show up and I can’t rely on you, I’m not going to use you for my wedding day. Go ahead and refund me the two deposits that I paid and just consider it all canceled,” Lenckus said of the $828.12 deposit.

Lenckus shared a screenshot of a text message she said is from the operations manager. It said the company would provide a refund and asked the matter remain internal and that no negative reviews are posted. It pointed to a confidentiality clause in Lenckus’ invoice.

Lenckus said she had the right to leave a review.

“This was a very, very important moment for them to show up and be reliable and they failed to do that. I wanted other brides to know and be aware of that in evaluating, ‘Am I going to choose this company?’” Lenckus explained.

Lenckus said she posted honest reviews about her experience. She shared a follow-up email with a person identifying themselves as the owner of Chroma. The email said, in part, “We’d like to still resolve this matter for you, if you will delete the negative reviews and cease from posting anything else, now and in the future, that’s negative about the company and its employees, then we will be happy to discuss possible refund options.”

REFUNDS AND REVIEWS

When it comes to leaving a review, Clayton Hodges, an attorney who leads the consumer practice team at Legal Aid of Northwest Texas, explains consumer contracts that say a customer can’t leave a review aren’t legal.

“That’s very illegal,” Hodges told NBC 5 Responds. “There’s a federal law that prohibits that.”

Hodges is not involved in Lenckus’ case. He pointed to the 2016 Consumer Review Fairness Act which says honest consumer reviews shouldn’t be impeded.

“The law was passed in response to reports that some businesses were trying to prevent people from giving their honest reviews about products or services they received,” said Luis Gallegos, an attorney with the Federal Trade Commission.

Gallegos said the law aims to protect reviews as more consumers use them to make decisions about what to buy and what services to use.

“The biggest tip that we can give to companies is let people speak their honest opinions about your products or services and their experiences with your company,” Gallegos said.

Hodges said if you come across language in a contract or the terms and conditions saying you can’t leave a review, he recommends the consumer moves on.

“’X it out and tell them I’m not doing business with you,” said Hodges.

NBC 5 Responds reached out to Chroma by email, an online contact form and text messages.

We stopped by the salon where an owner told us she was not commenting.

Lenckus, who is an attorney, sued Chroma Services in small claims court and won a default judgment when the company didn’t respond. She said she still hasn’t received a refund and is exploring her next steps through the court system.

“Everybody makes mistakes,” said Lenckus. “But the thing is with a mistake, as a company, you have to make it right.” 

You can find more information from the FTC about the Consumer Review Fairness Act here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

A few days before going home on hospice care, Pacita and Randy Brown toasted their decades together.

“We just celebrated our 41st anniversary while she was still in the hospital,” said Randy Brown. “We had lychee cake and Sprite in the hospital for our anniversary. I think it was the best one we ever had.”

Brown said his wife passed away July 7. The next week, Brown said the Social Security benefit payment his wife would have received for June showed as pending in their joint bank account.

“It was my understanding that she was alive for the entire month of June and the benefits that were paid in July were for the month of June. So, she was entitled to those benefits,” Brown said.

Brown asked NBC 5 Responds to find out how to get the $1,341 payment.

Our team connected Brown with the Social Security Administration which provided a form saying Pacita Brown was entitled to the payment.

Brown said his bank told him it needed another letter from the SSA saying the agency wouldn’t reclaim the money. Brown says he went back to the SSA and provided a second form into the bank, which then released the funds.

Brown’s bank, Chase, tells NBC 5 Responds federal benefit payments deposited after the death of a customer can be reclaimed by the government. It said, typically, a hold is placed for up to 180 days.

Chase said a customer can speed up the process by providing form SSA-2458 or a letter from the federal agency confirming the funds will not be reclaimed.

Generally, Social Security benefits are paid monthly for the prior month. For example, you would receive a July payment in August.

Steve Benton, a financial counselor with the Elder Financial Safety Center, explained the recipient has to be alive the entire month to get the benefit.

“The way the Social Security laws are written, if you die within any day of July, July 1st or July 31st, then they will claw back that August payment,” said Benton.

Benton said information about a death gets to the Social Security Administration pretty quickly these days and he says a bank should be able to tell if a consumer was eligible for the full month’s payment.

If not, the SSA is the next stop.

“We took care of it,” said Brown about reaching out to NBC 5 Responds. “It took like a week and a half, but still, it’s a week and a half that shouldn’t have happened.”

Brown said the process added to an already long list of tasks in a time of mourning.

“There’s bank accounts and retirements and other stuff to take care of and just the physical stuff around the house. I didn’t need an extra burden like that,” said Brown.

The Federal Reserve said consumers should reach out to SSA and their banks as soon as practicable to let them know about the passing of their loved one and ask for advice on how to proceed.

The Fed also said there is a process for consumers to make regulators aware of complaints they have with banks. The consumers can file a complaint with their bank and/or with the regulator.

To get in touch with the Social Security Administration, you can call this hotline at 1-800-772-1213.

If you need help in person, you can find your local office here. https://www.ssa.gov/locator/

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

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NBC 5 Responds Gets North Texas Woman Refund After Booking Glitch

After a 2020 wedding on Zoom, Shari and Phillip Walsh set out for a belated honeymoon to Rome this summer.

“We saved all the money that we would have spent on a wedding to have this experience and go to Italy,” said Shari Phillips.

The Walshes purchased business class seats for the round-trip on American Airlines.

On the day of their flight to Rome, the Walshes learned Shari’s seat wasn’t working. It didn’t recline and there wasn’t another seat for Shari in business class. The Walshes said they decided to fly with the non-reclining seat that day.

“We had set up childcare, we had taken time off of work, we had already purchased all the hotels, the excursions and things like that. Even missing the flight by a day would delay us and cost us more money,” said Shari Phillips.

After the trip, the Walshes asked American Airlines customer service for compensation for the seat that didn’t recline.

“You’re sitting straight up, you have a little more legroom, but it definitely wasn’t like the $7,000 seat we were anticipating and expecting and excited about,” Shari Phillips told NBC 5 Responds.

The Walshes showed NBC 5 emails from American Airlines customer service initially offering 5,000 miles then $200 each in trip credits.

“We’re not even asking for the full $7,000 back, but if they could have made a reasonable offer and to me, what’s reasonable is we didn’t get the business class experience in that seat, so charge the economy price and give us the difference,” Shari Phillips said.

American Airlines tells NBC 5 Responds it offered the Walshes a seat in the economy section for the economy price, but they declined. It wasn’t clear if there were two seats that would have allowed the Walshes to sit together.

American Airlines also said it followed up with additional trip credits.

Last week, the Walshes shared an email from customer service offering trip credits totaling $1,600 dollars.

They said it wasn’t enough to make up for the seat that didn’t recline on their trip.

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In one of the emails with the Walshes, American Airlines customer service pointed to the contract of carriage. 

Charlie Leocha, President & Co-Founder of the nonprofit Travelers United, tells NBC 5 that most airline contracts of carriage address getting the passenger to their destination – it doesn’t necessarily guarantee the seat.

“Normally, I tell consumers that they’re buying a ticket from point A to point B, and that’s all they can really expect from the airlines,” Leocha explained.

Leocha said the best approach for consumers is to ask about traveling another day with an upgrade. If a consumer can’t travel another day, Leocha said it’s possible to negotiate with the airline.

“If you’re flying in business class, they try to take better care of you,” said Leocha. “They’ll normally give you some sort of a make-good: they’ll give you some money for a broken seat, they’ll give you some extra frequent flier miles, but there’s a lot you can negotiate.”

The Walshes told NBC 5 Responds they feel their negotiation never really took off.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

Jones reached out to Capital One and learned that his account had been sold to Goldman Sachs. Capital One said the payment was transferred but Goldman Sachs had no record of it.

Unable to figure out where the payment went, Jones reached out to NBC 5 Responds for help. We contacted Capital One and they were able to locate the payment of $300, transferring it to Goldman Sachs successfully.

In a statement, Capital One said, “We apologized for any misunderstanding or confusion caused by this situation and have remedied the issue. We encourage customers to keep close track of their payment dates and any communications sent about changes to their card products, and to contact their card provider with any questions.”

That’s great advice; check with the creditor first on where to send payment to ensure proper application.

Jones confirmed that the payment was processed with Goldman Sachs and in response to help from NBC 5 Responds said, “Thanks…from the bottom of my heart.”

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and resolution. Call us at 844-5RESPND (844-573-7763) or fill out our Customer Complaint form.

‘I’VE BEEN INSTRUCTED TO COME AND CUT OFF YOUR POWER’

On a recent Friday morning at work, Jennifer Junker’s phone rang. The caller said it was urgent.

“I’m an Oncor technician and I’ve been instructed to come and cut off your power for nonpayment, and I will be there in half an hour,” Junker recalled the caller saying.

Junker said she double-checked her records. The bills were paid. She asked for more information and the caller gave her another phone number to dial.

“As soon as they said ‘billing’ and I heard the call center noises in the back, I said, ‘Thank you, goodbye’ and hung up,” said Junker.

Junker recognized the call as a scam. She contacted NBC 5 Responds because she wanted others to be on the lookout too.

HOW TO SPOT A SCAM

If you’re contacted by someone claiming they’re shutting off your utilities unless you pay now, don’t give out information or money.

Be aware the threats may also come over email, text, even a knock at your door.

Oncor said another red flag is someone requesting payment on behalf of Oncor. It reminds consumers retail electric providers handle billing, not Oncor. Oncor also said those impersonating the company may claim the phone number they are using is different than the number on a customer’s regular utility bill due to telework status.

To verify a disconnection notice, pull out your bill and call that number to reach your provider directly.

DISCONNECTION RULES

Keep in mind that a real utility is not going to demand immediate payment by phone and they’re not going to call you out of the blue.

There are rules about how disconnections are handled.

According to the Public Utility Commission of Texas, your retail electric provider must provide written notice.

In most cases, the disconnection date must be 10 days from when the notice is issued.

The rules are different for customers who already have a medical critical care or chronic condition designation with their retail electric provider. Customers can fill out an application, submit it with a doctor’s note to their transmission and delivery utility – like Oncor. If the customer submits the form to their retail electric provider, it is required to forward the application to the TDU. You can find the application and instructions here.

If you’re concerned you won’t be able to pay your bill, contact your provider and ask for a deferred payment plan.

The PUC says a customer can be protected from disconnection if the customer is honoring a payment plan or an assistance agency lets the provider know it has pledged to pay the bill.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

A Texas mom said it lead to devastating consequences for her family. Read on for their story and what safety advocates want drivers to know.

“IT HAPPENS SO FAST”

Spunky, sweet and sassy is how Jenesee Beaudoin describes her two-year-old daughter, Briley Kaye Beaudoin.

“She was very much not afraid to use her voice,” Beaudoin said.

A few weeks after Briley turned two, there would be an accident in a familiar place: the driveway of a family home.

It was the day after Christmas and Beaudoin was at her parents’ house in San Antonio, preparing to move her SUV from the garage so she could pack it up and head home.

“Just made the blanket statement, I’m going to go and move my car over,” Beaudoin recalled.

The house was full of people when Beaudoin stepped outside. She didn’t know Briley silently followed her.

“The door didn’t shut all the way,” said Beaudoin. “We have the chimes and all of that and the door just didn’t shut all the way.”

Beaudoin got into the SUV and “walked to my car, started it, rolled forward and I felt like I went off a curb. That’s how fast it happened.”

“I ran to the back of the car because I didn’t know what it was. There she was, lying in between my tires,” said Beaudoin.

Briley didn’t survive.

“It happens so fast,” Beaudoin said.

“THE LARGER THE VEHICLE, THE LARGER THE BLIND ZONE”

Briley is just one of the children killed or hurt because the driver didn’t see them in what’s known as a frontover accident.

“You drive through the suburbs today and every house has an SUV, minivan or pickup truck. The larger the vehicle, the larger the blind zone,” said Amber Rollins, director at the nonprofit Kids and Car Safety.

Kids and Car Safety counted 821 children killed in the U.S. between 1990 and 2021. Texas ranked number one with 97 kids killed.

According to the latest available data from the National Highway Traffic Safety Administration, there were 366 deaths and 15,000 injuries in 2015 due to forward-moving vehicles. All of them occur on private property like driveways.

“People truly think that if there’s a child standing in front of their car, they could see them and they can’t. They don’t believe you until you show them,” Rollins said.

This is what our colleagues at NBC 4 in Washington D.C. did in a demonstration of the potential risk of one SUV.

The I-Team sat children in a line in front of a secured SUV until the driver indicated she could see a child. The driver said she didn’t see any kids until the tenth child sat in front of the vehicle.

The I-Team measured the blind zone in front of the SUV at 16 feet.

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SAFETY TECHNOLOGY

By 2018, all American-made cars were required to have backup cameras, but there is no law requiring front cameras.

According to Michael Brooks with the Center for Auto Safety, few manufacturers include front cameras or 360-degree cameras as standard equipment. Most are found in luxury vehicles.

“I think the part that frustrates me most is seeing safety technology sold as a luxury when everyone should have it,” said Brooks.

Beaudoin said the SUV she was driving during the accident had a backup camera, but no camera for the front. She said she believes a 360 camera or pedestrian sensors would have made a difference.

“I would have been able to see her in the 360 bird’s eye view. The vehicle would have stopped and she would be here today,” said Beaudoin.

This Christmas will mark six years without Briley.

Beaudoin said she hopes Briley’s story will help save others, “My goal is just to do the best I can, spread our story, be a good mom to my son and live life. That’s why God put us here and hopefully, she’s proud.”

LAWMAKER TAKES NOTE

After our colleagues at NBC 4 in Washington D.C. aired their demonstration, U.S. Senator Richard Blumenthal from Connecticut sent a letter to NHTSA calling for updated frontover data and information on what the federal agency is doing to prevent front rollovers.

Senator Blumenthal’s office shared a response from NHTSA saying the agency is reviewing frontover blind zone crashes. Senator Blumenthal’s office also said he is drafting legislation, similar to rear visibility requirements, mandating front-facing devices like cameras or sensors.

In an email to NBC 5 Responds, NHTSA wrote, “Advancing pedestrian safety is a priority for the agency, and eliminating pedestrian fatalities is critical. As the body of research on this topic grows, NHTSA has initiated an exhaustive literature review of these studies by independent researchers to better understand the potential effects of vehicle size in various crash scenarios and injury types; identify research gaps and potential next steps. The department believes that no crash is acceptable and is working cross-functionally, guided by the National Roadway Safety Strategy to reduce crashes and, along with them, serious injuries and fatalities. The National Roadway Safety Strategy also calls on state and local governments, the private sector, including OEMs, and advocates to work together to meet this crisis of traffic fatalities.”

Wednesday, NHTSA shared additional information with NBC 5. NHTSA wrote, in part, “NHTSA is developing a proposed rule setting safety standards for automatic emergency braking, including pedestrian AEB, and for newly manufactured light vehicles.”

NHTSA also says it is modernizing its 5-Star Safety Ratings program, the New Car Assessment Program by encouraging deployment of new safety technologies like pedestrian AEB.

SAFETY TIPS

Kids and Car Safety offers safety tips to help keep young kids safe.

Drivers don’t have to wait for a new vehicle to add extra cameras. Consumers can purchase a backup camera, some don’t require professional installation. There are also cameras that work in the front.

Consider other layers of security if you have small kids. Install doorknob covers and locks at the top of exterior doors. Add alarms to sound when a door opens.

Before leaving the home, verbally and visually confirm all children are with an adult who is actively supervising them.

Walk around your vehicle and scan the area for kids or pets before moving the vehicle. Keep landscaping trimmed around the driveway.

When out, never let young children walk through parking lots. Use a stroller, or shopping cart, or carry them. Let caretakers know. Holding a small child’s hand doesn’t prevent a child from darting away.

Be aware of ‘bye-bye syndrome’ – when a child follows a parent or loved one into the driveway.

You can read Kids and Car Safety’s fact sheet on frontovers here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

After some technical difficulties, Greene completed the reservation but the confirmation showed for that same day with a check-in by 6 p.m. The reservation was made at 10:30 p.m.

Greene called the hotel to try to correct the issue and was told she needed to speak with a manager. The reservation was considered a no-show and the credit card on file was charged for one night’s stay.

“So, 30 minutes later – I was on hold for 30 minutes – she came back and said, ‘Well, no manager picked up.’ Now, at this point, in my mind, this hotel was not cheap. But one night was $700. So even if you have a skeleton crew on Sunday, for that price, you have to have somebody to talk to the guests. I’m sorry, I mean, that just makes no sense,” Greene said.

Unable to reach a manager in the days that followed, Greene reached out to NBC 5 Responds. After we contacted the Gaylord, they corrected the error, refunding the charge totaling $765.83.

In a statement, the Gaylord said, “We take customer feedback seriously and work to resolve any issues in a timely manner.”

Green advises others to call when making reservations, especially if experiencing difficulty online, saying, “I think that it’s better to talk to someone, even though that’s not fool-proof either. But, at least you’ll have a name to whom you spoke with.”

Let NBC 5 Responds know if you have a consumer problem you need help with by filling out our complaint form.

The Dallas Housing Authority said it’s received another $19 million from the U.S. Department of the Treasury and is taking more applications for emergency rental assistance.

“I think there is probably a popular thought out there that the pandemic is over, folks have received the help they needed and everything is back to normal,” said Dr. Myriam Igoufe, DHA Chief Research and Innovation Officer. “When you are low income, this kind of impact can be really, really hard to recover from. You often have to make some very costly trade-offs to be able to keep your head above water.”

Renters and landlords can apply for up to 18 months of assistance. If you’ve applied before, you can apply again though assistance is capped at 18 months total. For example: if you received 12 months of emergency rental assistance from Dallas last year, DHA explains you could be eligible for a maximum of six months of assistance in this round.

The assistance targets people who have been impacted by a job loss or lost income during the pandemic.

“You do not have to have contracted COVID. You have to have been financially impacted during the pandemic, not necessarily due to the pandemic itself,” said Igoufe.

You can read the eligibility requirements and apply here.

Texas’ statewide rent relief program said it’s also received additional funds and is using the money to process existing applications in the order they were received.

If you applied to the Texas Rent Relief program before it closed its application process last fall and you are contacted now, applicants contacted by TRR should call the TRR call center line at 833-989-7368 to let the program know if they still need assistance.

In Dallas County, you can find open rental and housing assistance program information here. 

A program for Frisco residents just extended its deadline to Sept. 11 for funding that ends Sept. 30.

Another program in McKinney is taking new applications through Sept. 1 for the last month of assistance available. The applicant would have to show that they were behind on August rent and/or utilities and affirm that their situation was not expected to change for September. 

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Many emergency rental assistance programs have ended or are wrapping up. If you’re looking for housing assistance, dial 2-1-1 and ask about housing assistance where you live.

Renters facing eviction can also connect with free or low-cost legal help here.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.

If it’s time to shop for a retail electric provider, read on to learn more about where to start.

‘OUR LAST BILL WAS $300 MORE THAN NORMAL‘

Between the hot temperatures this summer and rising rates, Ross Hood saw the impact on his monthly electric bill.

“I think our last bill was $300 more than normal for this period of time,” Hood said.

Hood said he was paying about 9 cents per kilowatt hour earlier this year, but his contract ended.

While looking for short-term contracts in the spring, Hood said he saw rates approaching 19 cents a kilowatt hour.

“You have to wonder how the people on fixed incomes handle it, how do people who are living paycheck to paycheck handle it?” Ross told NBC 5 Responds.

‘WE HAVE HAD MANY PEOPLE CALL IN TEARS‘

At the Network of Community Ministries in Richardson, Cindy Shafer said the nonprofit helped 70 families pay electric bills in June and July of this year. It helped 56 in the same time period last year.

“We have had many people call in tears,” Shafer said.

This summer, Shafer said the organization has taken more than 400 calls a month from people who need help. Some were on contracts with fixed rates set a couple of years ago.

“You have people that their contract ends and it was at a fixed rate, but now it’s going up to the market rate and that’s shocking,” said Shafer.

NAVIGATING THE MARKET

Some of you are in electric cooperatives or get your electricity from a utility owned by your city. Others pick a retail electric provider in Texas’ deregulated market.

Tim Morstad with AARP Texas explained this hot summer combined with higher rates makes the market tougher for consumers to navigate. “Many people are experiencing sticker shock if they’re looking at their contract and trying to choose for the next year or two,” he said.

If you’re shopping for a plan, you can start the search on the state’s Power to Choose website.

Morstad said as you shop rates, look for other fees that could be tacked on including a fee for requesting paper bills or calling customer service.

Read the fact sheet and terms of service for each proposed plan. Pay close attention to the rate you’re getting and if there’s a minimum usage fee. In some cases, if you use less than 1,000 kilowatt hours a month or more than 2,000 kilowatt hours per month, you may pay a higher rate.

“Not too much, not too little and for some people, it’s not realistic to say that each month, month in and month out, you’re going to hit this perfect band,” said Morstad.

Look at old bills and track what your home uses each month of the year and factor your typical usage into the plan you pick.

You’ll also see different rates for different contract terms and wonder if it’s worth locking in a fixed rate for 12, 24 or 36 months.

Morstad said it’s a tough call, “It’s very difficult right now to predict what the electricity markets will do. Partially because we’re influenced by global factors right now.”

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Morstad said AARP has advocated for a standard electricity plan to make comparing companies and rates simpler for consumers.

“There are so many little nuances of how they price things, and you have to scrutinize significantly,” Hood said.

The Public Utility Commission of Texas tells NBC 5 it doesn’t create or offer electricity plans.

If a customer has a concern or complaint about their plan, they should contact their provider and if they still can’t get a resolution, consumers can contact the PUC’s customer protection division.

Complaint information about providers is also available online.

NBC 5 Responds is committed to researching your concerns and recovering your money. Our goal is to get you answers and, if possible, solutions and a resolution. Call us at 844-5RESPND (844-573-7763) or fill out our customer complaint form.