A burned-out clutch and a broken down case

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The line between “right” and “wrong” is clear on many of the cases I cover on this site.

But not this time.

This complaint has prompted a lot of soul-searching. It may be one of those times where my involvement in a dispute affected the outcome in a way it shouldn’t have. Even so, I’m not sure I would have done anything differently.
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Hey VRBO, what happened to the security deposit on my vacation rental?

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I’m a longtime admirer — and critic — of VRBO, the dominant vacation rental site. I like the way it consolidates a disorganized business like vacation rentals into a cohesive online marketplace and makes it easy for consumers and rental owners to find each other. But one thing I’ve never been able to understand is how it disingenuously feigns neutrality in disputes between managers and customers.
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