Priceline.com

Complaint: ***
I am rejecting this response because:
Can you help me understand why of your agents told me Priceline would issue a refund as long as *** agreed, and every time *** said they would refund? If this was the case why did Priceline continue to contact *** and constantly come up with different reasons why they won't refundInstead they keep blaming this on *** saying they would not authorizeThis is all very misleading and conflicting information, and it appears you are trying to make *** the scapegoatEven your agents I spoke to have indicated Priceline has issued refunds in the past if the other company agrees This matter has consumed a lot of my time researching and contacting your company and *** to get it resolvedThe only consistency to the story is inconsistencies from Priceline to avoid refunding my funds
***
*** ***

RevDex.com, Inc
We have
received the consumer’s additional comments.
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusionUnfortunately,
there is nothing we can add to what has already been stated in our previous
correspondenceWe
are sorry that the consumer was unable to contact priceline until seven days
after the check in date to advise that she/he was unable to cheas bookedName Your Own
Price reservations are very restricted as is pointed out on the Summary Page
prior to bookingPriceline can only assist in medical issues if we are
notified prior to the check- in time on the arrival date of the reservation We are sorry that we are unable to assist the
consumer any further in this situation
Sincerely,
** ***
priceline.com

Hello. Please see the response below that we have emailed to our customer. Thanks
*** *** ***
*
0px 48px;">Thank you for taking the time to contact us regarding your reservation at the Holiday Inn *** *** *** *** *** ***e for Trip Number ***
We are writing to let you know that we received your Revdex.com concern in our Executive OfficesWe understand that you are requesting for a credit as you were unable to use the reservation due to your wife’s illnessWe hope that she is better now
We reviewed your concern with your confirmed hotelWe apologize that we are unable to provide the credit/refund you are requestingThe reservation you purchased, per contract, is non refundable, and the hotel’s record is showing that it was used
We are sorry we did not provide you the answers you were looking for and we thank you for your time
Sincerely,
*** ***
Executive Offices

Trip Number(s):
1***
Customer or Passenger's Name(s): Lakeshia Walls
Dear MsWalls
We are writing due to the complaint you have filed with
the Revdex.com regarding the Best Price Guarantee for your
reservation with Avis Rent a Car
MsWalls, we have reviewed your record and we could not
find a rental on our website available for $for your dates of travel, car
type, etc
We suggest you view our Best Price Guarantee for all the
guidlinesWe regret we cannot honor the Best Price Guarantee for this
reservation
We thank you for the opportunity to assist you and hope
you find this information helpful
Sincerely,
Barbara Ayers
Executive Offices

Complaint: ***
I am
rejecting this response because: money was refunded by *** *** and I was deemed not responsible for chargesBecause of how poorly I was treated by your staff trying to get a refund this cost me a lot of timeOnly acceptable response is to agree that I deserve a refund and not to try to come after me for these charges as retaliation for getting credit card company involvedCease and desist from all communication from and call this case closedHad your staff refunded money instead ** *** im a *** this would not have resulted in Revdex.com complaintI need in writing that you are closing the case and refund was deserved as I was a victim of fraud and have many other fraudulent transactions I'm cleaning upAnything else is unacceptable
Sincerely,
*** ***

Dear *** ***,
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We are contacting you today regarding your reservation at
the *** Hotel & Spa At *** *** *** for Trip Number ***
We are writing to let you know that we received your
Revdex.com concern in our Executive OfficesWe understand that you
would like to get a 5-star hotel and casinoWe reviewed the information
presented on our site for your confirmed hotel and we did not state that a
casino would be includedWe apologize that you are unhappy with your hotel
accommodationsWe do evaluate each participating hotel on many different
criteria, including cleanliness, guest satisfaction, d?cor, etcWe are sorry
to hear that this hotel falls short of your expectations
We have researched to find that this hotel does meet our
expectations for the star rating selected on our websiteOur competitors also
rate this hotel as follows:
*** =
*** =
*** =
In addition, guests who have previously stayed at this
hotel have told us how much they enjoyed their stay by sending us positive
reviews about the overall quality, cleanliness, location, and amenitiesThis
hotel has an Overall Guest Rating of out of on The Priceline Scorecard
You can review the Overall Rating as well as real
traveler?s reviews for this hotel on our website
Per our Quality Experience Guarantee, your hotel has been
star-rated by priceline according to our rigorous rating systemThis means
that our hotel staff has researched your hotel, reviewed customer comments and
compared star ratings assigned by other rating servicesThe hotel you get will
meet priceline's strict quality standards
Also, we understand that the hotel brand you received is
not listed under hotel examplesWe provide some hotel chain examples to
illustrate what you might expect when choosing a star levelWe do indicate
that the brands shown are only examples and may not be a part of our program
Every hotel is different and not all hotels within a
certain chain will have the same star level ratingWe are very careful to rate
each hotel on its own merits and qualityYou selected a 5-star property, and
we rated the *** Hotel & Spa At *** *** *** as a 5-star hotel
It is understandable that you may be concerned about the
rating of the hotel you were booked in; however, we are confident that it will
meet all the requirements of your selection
We do feel that this hotel is properly rated through our
system and we are unable to provide any compensation
We apologize for any inconvenience and thank you for your
time
Sincerely,
*** ***
Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 9974017, and find that this resolution is the best that Priceline will allowThey're using the contract to hide from exercising common sense, but its clear there's nothing else to be done.
Sincerely,
Mark Donovan

Dear *** ***,
black">
We are writing to let you know that we received your Revdex.com concern in our Executive Offices regarding your reservation at the *** *** *** *** for Trip Number ***We understand that would like to change or cancel your hotel booking as it is not in the area you wantedWe have confirmed that your hotel is located within the boundaries of the shaded area labeled *** International Airport (***).
Our hotel partner has allowed, for today, an exception to the no-cancel policy; however, per our conversation, you opted to keep the reservationWe contacted the hotel to confirm with them that you are keeping this booking
Regarding your request for a room with Queen beds, we contacted the hotel and they advised that they now have your reservation for a room with Queen bedsAs I have advised over the phone, the hotel has informed us that they will charge a one-time upgrade fee of $We again contacted the hotel for you and they advised us that they will no longer charge the upgrade feeHowever, in the event that the rate changes by the time you cheand the hotel decides to charge you an upgrade fee, kindly keep your receipt and send it to us for refund considerationPlease fax to us directly a copy of your receipt or billing statement to: ***Please include in your fax the Trip Number *** and your nameYou may also reply to this email and attach the needed billing statementThe attachment needs to be a PDF or JPG file no larger than 2MBAny attachment that does not meet this criteria may be considered potential for spam/malware/viruses and are stripped from the email message by our corporate email system
We apologize for any inconvenience and thank you for giving us the opportunity to assist you
Sincerely,
*** ***
Executive Offices

Date Sent: 12/8/12:27:PM Revdex.com,
Inc
Our record indicates that the reservation referenced by the consumer, (***) was cancelled and refunded
Sincerely,
** ***
Priceline.com

Dear Ms***,
"">
Thank you for taking the time to contact us regarding
your airline reservation for Trip Number ***
We are writing to let you know that we have received your
concern in our Executive Offices
We understand that you wanted Priceline to update your
itinerary to depart from Taiwan Taoyuan Int'lAirport on the same day of your
arrival from Shanghai Pudong Int'lAirport without any fees
We have reviewed the notes on your record and they
indicate that your itinerary was changed/updated without any feesYou will
arrive in Taiwan Taoyuan Int'lAirport (TPE) on May 25, at 5:40PM and
will depart TPE on the same day at 10:45PM
A copy of your itinerary was sent in a separate email
message
We apologize for the inconvenience and hope you find this
information helpful
Sincerely,
*** ***
Executive Offices

RevDex.com, Inc
We have received the consumer’s
additional comments. As you requested,
we have again reviewed this matter to see if we overlooked anything that might
support a more favorable conclusionAccording to the
consumer Priceline changed the travel dates selectedThe consumer also provided
a screen capture of the correct dates, and states:
“First, I also have a screen shot of my search engine which clearly
shows 7/22" 7/26/as my travel dates”
Please note that a screen
capture can be obtained by simply visiting a website and entering the desired
informationA screen capture is not confirmation of a request or purchaseOur
records confirm that the consumer selected and authorized the following travel
dates/flight itinerary:
Review
Flight and Fare
Departure
Thu, Jul
Frontier Flight
Take-off: Thu 7:40p
Landing: Thu 9:20p
*** ***
*** *** ***
1h 40m
Coach | *** *** | 1h 40m
Connection
*** *** **
0h 50m
Frontier Flight
Take-off: Thu 10:10p
Landing: Thu 11:30p
*** *** ***
*** ***
4h 20m
Coach | Airbus A320-100/| 4h 20m
Return Flight
Wed, Jul
Frontier Flight
Take-off: Wed 9:40a
Landing: Wed 4:45p
*** ***
*** *** ***
4h 05m
Coach | Airbus A320-100/| 4h 05m
Connection
*** *** **
0h 45m
Frontier Flight
Take-off: Wed 5:30p
Landing: Wed 6:53p
*** *** ***
*** ***
1h 23m
Coach | Airbus A320-100/| 1h 23m
See fare rules
Upon review of the contract
page disclosing the selected travel dates, the consumer initialed the contract
page and agreed to the terms and conditions of the purchase, including the
selected travel dates
We are sorry that we are unable
to assist the consumer any further in this matter
Sincerely,
* ***
Priceline.com

Complaint: ***
I am rejecting this response because:
I don't think it's right or maybe even legal to make me pay for a service or product that I do not want or will not be usingThis is not acceptableI am requesting a full refund.
Sincerely,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

RevDex.com, Inc
We have
received the consumer’s additional comments.
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusionUnfortunately,
there is nothing we can add to what has already been stated in our previous
correspondenceWe are sorry that we are unable to assist the consumer any
further in this situation
Sincerely,
** ***
priceline.com

RevDex.com, Inc
We have
received the consumer’s additional comments.
As you requested, we have again reviewed this matter to see if we
overlooked anything that might support a more favorable conclusionUnfortunately,
there is nothing we can add to what has already been stated in our previous
correspondenceThe
consumer is requesting to cancel her reservation as the hotel requires a pet
fee of $and the consumer does not want to pay a fee for the pet
Priceline.com does not guarantee that pet friendly
properties will not charge a fee for the petPriceline provides the following information:
To best determine if the hotel you are selecting allows pets and what
restrictions may apply, you should contact the hotel directly The consumer chose not to contact
the hotel prior to booking to inquire on pet information and restrictionsWe are unable to assist the
consumer any further in this situation
Sincerely,
** ***
priceline.com

Important Information About Your Hotel
This confirms that Request Number *** for your hotel reservation has been cancelled as of 11/08/at 11:AMPriceline has processed the refund to your credit or debit cardYou can expect to see it posted to
your card within business daysA summary of all charges related to this order is shown belowPlease note that Name Your Own Price? hotel rooms purchased through priceline are non-cancellable and non-changeableThis is a one-time only refund which has been granted based on the extenuating circumstances relating to your hotel request
Total Original Cost
(including taxes and fees)
$
($ 466.32)
$
Hotel Cancellation Fee
$
$
$
Total Charges to Credit Card:
$
Refunds and charges may appear on your credit card statement in a different order than shown above, and the values may be differentHowever, the total charges which you will be responsible for on your credit card will be equal to the "Total Charges to Credit Card" amount shown abovePlease allow a full billing cycle to pass for all refunds to be processedIf you need any further assistance please send us an email by clicking hereWe would be happy to assist you in any way we can

Complaint: ***
I am rejecting this response because:
My problem is not with your "locked in pricing" policy Your Customer Service policies" are what I am complaining about Although both reservations were made, and according to you, could not be cancelled, your team could cancel the second, cheaper reservationNow, how is this possible if they "cannot be cancelled"?
Furthermore, I was not aware that the first ($98.xx) reservation actually went through due to an error on your site Once I checked my email I saw both reservations and immediately called your customer service team for have it handled Unfortunately, they were unwilling to help, same with your "escalations" team.
Again, my problem isn't with the locked in pricing policy, but rather the website failure and lack of support by your customer service teamI believe my Revdex.com claim was categorized (by myself) as a customer service issue Please respond to the issue I am bringing up rather than quoting your policies which I have read Both reservations made were for the exact same time and date at the same locationI await your response
Sincerely,
*** ***

Dear Ms***,
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Thank you for contacting us regarding your reservation
with *** *** *** booked under Trip Number ***
We are writing to let you know that we have received your
Revdex.com concerns in our Executive OfficesWe understand you are requesting a
refund of the change fee and processing fee because of the way your issue was
handled
We reviewed your reservation details and confirmed when
you contacted us, the representative you spoke with addressed your concerns as
the wrong price was enteredWhen you requested to speak with a supervisor,
they offered to refund the difference in rate instead of offering to cancel
When you called back, the next agent again offered to cancel your ticket due to
the wrong price being enteredWe allowed an exception to our non-changeable,
non-refundable and non-transferable policies and allowed you to cancel your
ticket minus the fees; however, we are unable to offer a refund of the fees or
the new ticket purchased as requested
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
Sincerely,
*** ***
Executive Offices

Thank you for taking the time to contact us regarding
your reservation at the *** *** *** *** for Request
Number
***
We are writing to let you know that we have received your
email in our Executive Offices
We received your email with the attachment and verified
that the itinerary includes free parkingHowever, the itinerary you sent is
for different dates and ratesWe apologize; however, freebies vary on the
dates you booked and rate that you paid for the reservationThe itinerary you
forwarded shows a total amount of *** *** which is higher than what you paid
for your reservationWe will be unable to process any refund for your
reservation since free parking was not guaranteed for your reservation
We apologize for the inconvenience and regret for being
unable to assist you
We are writing to let you know that we have received your
email in our Executive Offices
We apologize; however, the itinerary that you forwarded
is for May to June 1, and your reservation is from May 23- 25, We
understand that the previous agent advised you a 20% refund; however, we will
be unable to process any refund since free parking is not included on your
reservation
For your reference, we emailed a copy of your contract
page separately
Sincerely,
Teddi Cremeans
Executive Offices

Dear Ms***,
"">
We wanted to take this time to contact you in regards to
your hotel reservation booked under Trip Number ***
We are writing to let you know that we have received your
Revdex.com concern in our Executive OfficesAs we understand, you
booked a hotel reservation in Columbus, GA, however, you were confirmed to
Americus, GAWe apologize for any inconvenience this may have caused youWe
checked your reservation in our system and verified that you requested for a
Star Hotel in Americus Area for $per nightThe reservation was cancelled
and you were advised that we can make an exception to our policy and cancel the
reservation for a night cancellation fee and if you rebook a new reservation
on our website with the correct city, 50% of the cancellation fee will be
refunded
Please note that you booked a restricted reservation, it
could not be changed, cancelled or refundedSince we value your business, we
made an exception to cancel a non cancellable reservation and in order for us
to provide the exception, a cancellation fee is involvedWe apologize,
however, in we cannot waive you the feesIf you would like to have a 50%
refund of the cancellation fee, kindly follow the email instructions that we
sent when you cancelled the reservation
We are sorry we did not provide you the answers you were
looking for and we thank you for your time
Sincerely,
*** **
Executive Offices