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How to get refund from Faville Tours?

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On Sept. 25, 2013, Faville Tours rental agency agreed to a partial refund of rental fees since the Venice apt. they rented to us had no hot water and we had to find another place to rent. They still have not refunded the money and they keep on giving different excuses. Any ideas who can help us in getting them to refund us the money? Thanks for any suggestions.

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