Priceline.com

We are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity...

to respond.
According to
the consumer, he/she did not authorize the purchase of a Name Your Own Price
reservation. The consumer requests a refund for the purchase.
We are sorry
that the consumer was unaware that he/she had selected and authorized the
purchase of a non-refundable reservation at the total charge of $147.14.
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
non-refundable, non-changeable, terms and conditions of the purchase, as well
as the  $61 per night offer price, for
the total charge of $147.14 including taxes/fees for the two night hotel
reservation. 
 
We
appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
This
contract for request number [redacted] was originally initialed on 2014-11-05 23:28:18

Please Review Your Request


















































3 Star Upscale Hotel, Shreveport
Area


Which hotel will I get?




Check-In Date:




Thursday, December
11, 2014




Check-Out Date:




Saturday, December
13, 2014




Region




Shreveport, LA




City Area:




Shreveport




Check-In Time:




Varies by hotel. Guaranteed late
night arrival if needed.




Check-Out Time:




Check-out times vary by hotel




Room 1:
[redacted]





Number of Rooms:




1




Guaranteed Amenities:




Free Internet, Business Center,
Indoor or Outdoor Pool, Fitness Center




Number of Nights:




2













































Offer Price Per
Room, Per Night:




US$ 61.00





Travel
Insurance:




US$
10.00






Subtotal:




US$ 122.00





Taxes and Service Fees:




US$ 25.14





Priceline Hotel Coupon:


-US$ 0.00




Total Charges*:




US$ 147.14




Have a coupon code? Apply Apply
Coupon Remove Coupon


This coupon is invalid or has expired


















Purchase Trip
Cancellation/Interruption Insurance
Check here to cover yourself in the event of unforeseen illness, injury,
and job loss for only USD10.00 per room per night. Details.









*Prices are in US dollars.


Important Information


All rooms will accommodate up to 2 adults. Requests for bed
types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.


Reservation is guaranteed for arrival on the confirmed
check-in date only. If you do not check-in on the
first day of your reservation and you do not alert the hotel in advance, the
remaining portion of your reservation will be canceled and you will not be
entitled to a refund.


If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you requested.
Please note it is possible that the hotel you are booked in could be a
Resort, which will meet or exceed the minimum qualifications of the star
level you initially requested. The hotel that is selected may or may not be
one that you have seen during a hotel search on priceline. Any sorting or
filtering options previously used will not apply to this Name Your Own Price
request. Priceline will immediately
charge your credit card the total cost of your stay. Rooms purchased through
priceline cannot be cancelled, changed or transferred and refunds are not
allowed. If your offer is not accepted, your credit card will not be charged.
Priceline will immediately charge your PayPal account the total cost
of your stay. Rooms purchased through priceline cannot be cancelled, changed
or transferred and refunds are not allowed. If your offer is not accepted,
your PayPal account will not be charged.


The reservation holder must present a valid photo ID and
credit card at check-in. The credit card is required for any additional hotel
specific service fees or incidental charges or fees that may be charged by
the hotel to the customer at checkout. These charges may be mandatory (e.g., resort fees) or
optional (parking, phone calls or minibar charges) and are not included in
your offer price.


Hotel rooms purchased through priceline are not eligible
for frequent traveler points, upgrades, vouchers, or other discounts and
incentives.


For security reasons, and to indicate that you have
reviewed your request, please initial below. Remember that you agreed to
abide by priceline's
terms and conditions regarding hotel rooms and the use of the
priceline.com Web site by entering your initials when you submitted your original
request.







[redacted]





I have read, accept and agree to abide by priceline.com's terms and conditions,
privacy policy
and the travel insurance Description of Coverage. I have read, accept and agree to
abide by priceline.com's terms and conditions and privacy policy.

Dear Ms. A[redacted],
Thank you for taking the time to contact us regarding
your unconfirmed hotel reservation for Trip Number [redacted].
class="MsoPlainText">
We are writing to let you know that we received your
email in our Executive Offices.
We understand your concern regarding the authorization
placed on your account in the amount of 159.43 USD. We reviewed your request
and verified the authorizations were released on February 22, 2016. Please note
that in order to process your request, we authorize your card to determine if
your bank will accept the charge; however, because your request was not
accepted, you were not charged. Your bank might advise you that this is a
pending transaction. An authorization is not a charge, so it will not appear on
your monthly statement. You will only be charged for your requests that are
accepted. Depending on your bank, and in most cases, authorizations are removed
within three to at most seven days.
We apologize for the inconvenience and hope you find this
information helpful.
Sincerely,
[redacted]
Executive Offices

Complaint: 10047733
I am rejecting this response because:
Shocking...more lies and skirting the issue from Priceline.  There's a reason Priceline has 382 entries on Ripoff Report, not to mention a whole twitter page dedicated to dissatisfied customers...
http://www.ripoffreport.com/reports/directory/priceline-com
https://twitter.com/negotiatordead
Yes, the consumer puts in the dates.  I put in the 7th and 9th.  That doesn't mean *their* sever didn't have a glitch and change the dates internally.  If you check my history, I had 7 previous searches.  All 7 were for the 7th to 9th.  I didn't magically decide the change it the 8th time.
More importantly, when I spoke to their outsourced "customer service rep" on the phone (whose English was unintelligible) I was directly told that it did not matter *when* I booked the new flight.  Merely that a new one had to be booked.  No mention was made that it *had* to be on new dates (and for the record, it doesn't...it makes no difference on their end).  I would have *never* had the rep cancel the first flight if I was informed that the new flight could only be booked on different dates (which became far more expensive to do due to their lies and incompetence).
Priceline directly promised me a refund and lied.  This company is a corrupt den of thieves and crooks.  Something needs to be done.
Sincerely,
Andrew Henderson

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
conclusion. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence Priceline rental car purchases do not
include the cost of rental car insurance. The consumer/driver is responsible
for the purchase of rental car insurance. We are sorry that we are unable to
assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Dear Ms. [redacted],
Thank you for taking the time to contact us regarding
your reservation at the [redacted] for Trip Number [redacted].
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. We understand that you
did not intend to purchase this reservation and you are requesting for a
refund. We apologize if you did not intend to press the "Book Now"
button in the request process; however, your reservation
is non-changeable and non-refundable. Prior to submitting your request, we
presented a Contract Page for you to review and initial. The contract has the
information that Priceline will immediately charge your credit card the total
cost of your reservation. Our travel partner accepted the rate on the condition
that your reservation would not be changed or cancelled.
For your reference, a copy of your contract page has been
sent in a separate e-mail.
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
Sincerely,
[redacted]
Executive Offices

Date: 3/13/15 5:26 PM
Subject: RE: Executive Offices Airline Trip Number [redacted])
Case ID: [redacted]
Ignore the previous email. I just spoke with Priceline and the refund was
approved. Overall, I have to say that I am very satisfied with how this matter
was attended to and I can see why your business is so successful. Even though I
couldn't get all of what I wanted, I still appreciate what I was given. I will
be booking my hotels through Priceline for my trip and you have all my future
business.
Kudos to the executive team!
Warm Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  But, I think there is a larger issue regarding Priceline's business practices. If I had not called National Car Rental. which most people don't, I would have been stuck with no options. As the National employee says "this happens all the time" I believe this should be referred to the Connecticut state attorney for investigation
Sincerely,
Glen Estell

Dear [redacted]
 
Thank you for taking the tim to contact us regarding your
hotel reservation at the Princes Square Hotel for Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices.
 
We understand that you have issues with this hotel
reservation.
 
We see that your issue has already been resolved by one
of our Customer Relations representatives. You opted to keep the reservation
for a 20% refund. A refund request for 1,174.84 CNY (20% of the total cost of
this
reservation) was submitted to our management team for
review. This process can take up to 14 days. Once the refund is approved, we
will issue a refund to your bank within one business day. Your bank will then
post it to your account. The bank processing time varies so please check with
them if you do not see it in your account within a few days.
 
Should you require additional assistance with your
Priceline Hotel Reservation, please feel free to reply to this e-mail.
 
We apologize for the inconvenience and I hope you find my
reply helpful.
 
 
Sincerely,
 
Jenn H[redacted]
Executive Offices

The consumer is requesting a refund for a Name Your Own Price rental car...

purchase.
 
On each consumers’ contract page (including the contract page in question), we clearly and conspicuously place the following disclosure regarding this issue labeled under Important Information.
Important Information
·        If your request is accepted, Priceline will immediately charge your credit card the total cost of your stay. Rooms purchased through priceline cannot be cancelled, changed or transferred and refunds are not allowed.
We are sorry the consumer’s selected purchase is non-refundable and we are unable to assist with a refund.
Sincerely,
[redacted]
Priceline.com
 
 
This checkout page for trip number [redacted] was submitted on 2015-03-04 08:07:02
 
·        7
·        3
·        AUTO
·        AC
Unlimited Mileage
Mini Van with Unlimited Mileage
Pick Up/Drop Off: [redacted]
Pick-up Date & Time: Tuesday, April 21, 2015, 03:00 PM
Drop-off Date & Time: Friday, May 01, 2015, 05:00 AM
Rental Car Company:
Total Charges
10 Days at: $65 /day
Total:$934.8
Summary of Charges
Your Price Per Day:
$65 (per day)
Total Rental Days:
10
Subtotal:
$650
Taxes and Fees: (details)
$284.8
Total Charges:
$934.8
Best Price Guaranteed
Prices are in US dollars.
Driver Information
First
MI
Last
Driver's age at pickup
under 25?
Security Deposit:
Please indicate what the driver will provide for the refundable deposit required at the rental counter:Credit Card Debit Card
The debit card presented at the counter must be in the primary driver's name. Any funds used for the deposit cannot be accessed until after the car is returned. The amount required depends upon car type, rental period, and optional items.For customers who use a debit card, some partners may require proof of round trip travel. Will you have proof of round trip travel, or are you a local renter?Proof of round trip travel Local renter
The credit card presented at the counter must be in the primary driver's name. The amount of credit required depends upon car type, rental period, and optional items.

Dear Ms. [redacted],

face="Calibri">
Thank you for contacting us regarding your reservation with [redacted] Rent a Car booked under Trip Number [redacted]48.
We are writing to let you know that we have received your Revdex.com concerns in our Executive Offices. We understand you never agreed to a higher rate and want to have your reservation cancelled.
We reviewed your reservation details and confirmed when your original offer of $48 was rejected, we provided you with a counter offer that
stated:
We couldn't find a partner to accept your bid of $48 per day. However, we were able to find you the same car for $64 a day.
We are showing you accepted the offer and resubmitted your request, which was accepted. We are sorry if you did not intend on accepting the higher rate; however, your request is non-changeable, non-refundable and non-transferable.
We are sorry we did not provide you the answers you were looking for and we thank you for your time. 
Sincerely,
Teddi C[redacted]
Executive Offices

I'm very disappointed with priceline but from the other complaints it is clear that priceline is only concerned with money and not customer service and customer satisfaction. I never stayed at the hotel and notified priceline immediately after I noticed the error. Contacting them was a waste of time because it's  clear that their customer service agents are somewhere in [redacted] or [redacted] that are given [redacted] names and can't speak fluent English. I just want my money back, but priceline is unwilling to rectify the situation in a manner that would coincide with good customer service/satisfaction and I'm out 69 dollars for a simple error that priceline could have easily corrected. My next step is to report this fraudualnt charge.  I will never visit priceline site again and I will be sure to tell everyone that I know not to use them.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
Dan Obrien.  I still think this is a deceptive buisiness practice.  Priceline should not be able to charge for a flight and not come through on the rental car.. 
What good is a flight without a car agreement..  I should have been given the option to continue with flight purchase without car...  I do not think they should be allowed to  advertise rates on rental cars without it being true,   If this was included information it should be in bold print and make customer aware of this condition before clicking to submit a purchase.....
The customer should have to click and agree to this so they are aware that the price of a rental car that they posted may be denied and rejected by the rental car company...   and only the flight portion being approved.
I  still find this practice repulsive and dishonest.....  It is a bait and switch tactic and should not be allowed ....  If Priceline was a honest company they would make sure their customers know this before submitting a purchase and not burying this detail in fine contract print..

Dear [redacted]
 
We are contacting you today regarding your reservation
with [redacted] Rent a Car booked under Trip Number [redacted]
class="MsoPlainText"> 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices. As we understand, you
had some issues at the time of pick up and with the charges for your
reservation. We apologize for any inconvenience this may have caused.
 
We thank you for your patience while we research this
booking for you.
We have been in contact with [redacted] Rent a Car and are
currently making attempts to resolve this issue for you. We will contact you
back for any resolution or update as soon as we are done reviewing your issue.
 
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
 
Sincerely,
 
Joe A[redacted]

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 conclusion. Unfortunately, there is nothing we can add to what
has already been stated in our previous correspondence. We are sorry that we
are unable to assist the consumer any further in this situation.
Sincerely,
[redacted]
priceline.com

Revdex.com, Inc.
[redacted] is
unhappy with the length of time it took to resolve his concerns with receiving
a refund on the return portion of his cancelled airline ticket.
Upon reviewing [redacted] reservation, the customer purchased a retail reservation where the
airline charged him directly for his ticket. We had to contact [redacted] and
request a refund on his behalf due to their schedule change which can take up
to 10 business day, if not longer. We are sorry for any delays that it may have
taken to receive a refund; however, we had no control over the time frame for
the airline to process a partial refund.  
Thank
you for the opportunity to clarify.
Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for contacting us regarding your concerns and
feedback for your reservation with [redacted] Mount Pleasant for Trip
Number [redacted].
We are writing to let you know that we have received
your letter in our Executive Offices.
/>
I understand from your letter that
you are requesting to be reimbursed because after you arrived at the hotel you
were advised that they offered a military rate that was less than the rate you
paid through the priceline web site. I am sorry for the confusion about the
rates priceline has available for customers to purchase.
Military rates
offered by this hotel are not made available to the general public and require a
military ID to get, similar to a special buying clubs discounts. Therefore, they
are not subject to the Best Price Guarantee. Hotels do not offer military rates
to the priceline web site, but many times the military rate they offer is no
different than the rate that they provide to our customers. (Example – 6/8/14).
I am sorry, but priceline will not be able to offer you the requested
refund.
Please contact us directly at: 1-866-xxx-xxxx. The Executive
Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through Saturday.
You will need to enter your Trip number, which is [redacted] when you contact
us.
Please note that the number provided above is a United States phone
number, and you may incur toll charges when calling from outside the United
States or Canada.
We are sorry we did not provide you the answers you
were looking for and we thank you for your time.
Sincerely,
[redacted]
Executive
Offices

have
received the consumer’s additional comments and confirmed that a refund was
processed on 6/30/2015. Attached hereto is a copy of the refund details including
the reference code. We suggest that the consumer contact his/her credit card
bank and reference the refund details provided for any further assistance.
The refund was processed to the [redacted] card ending [redacted]:
Reference ID#[redacted]




















































AC 



Account #

RDFI #

Order #

Proc Date

Amount 


ST 


Company #

TD #

   D-A-N-P-C-L 




R

XXXXXXXXXXXX[redacted]

[redacted]

06/30/2015

837.09

RD

[redacted]

[redacted]

1-0-0-0-0-0

Complaint: 9976015
I am rejecting this response because:
Thank you for your help in addressing my complaint with Priceline.com.
 
I receive a letter back from Priceline, unfortunately with their same stance.  It's very concerning to me that the company does not do anything to insure the hotels they provide are "quality accommodations", as they guarantee.  Each time I have had interaction with their Executive Office, it has been with the same individual,
[redacted].  We had spoken once over the phone, she stated to become part of their system, the hotel needed to meet certain specifications. I asked what year they were admitted, she did not know. I asked when the hotel had last been audited, she did most recent 25 customer reviews for this hotel, a breakdown of the verbiage that has been reported. It clearly shows their 6.5 customer rating is based on the hotel's location and their free breakfast. Priceline does not seem to address any of their clients comments about poor cleanliness - roaches/mold. It seems they should have some kind of auditing process to address client concerns. I am at a loss of how to proceed with Priceline. Any help the Revdex.com can provide, is appreciated. I booked and paid for two rooms for two nights at the [redacted] Midtown in Sarasota, FL, and hate the prospect of losing my money, but we cannot stay in this hotel.
Sincerely,
Cindy Baron

Hi.  Please see the response below that we have sent to our customer.  Thanks.
 
Dear [redacted]
*
Thank you for taking the time to contact us regarding your vacation package for Trip Number [redacted]
 
We are writing to let you know that we received your Revdex.com concern in our Executive Offices.
 
We thoroughly reviewed your concerns with the airline and they agreed to process the remaining cancellation fee of $200.00 per ticket back to your card as a one-time exception. We see that the 1st refund in the amount of $1595.28 was processed on October 5, 2016. Another amount of $400.00 has been processed today. If you need to check the status of your refund, please contact your bank directly to inquire about their processing time. Customers are our number one priority, and we work hard to make your experience with us a positive one.
 
Thank you for giving us the opportunity to assist you and we thank you for your time.
 
Sincerely,
 
[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because I did not choose [redacted] as an area. I called to let know that I'm going to [redacted]. They swore I choose [redacted]. Computers and website have glitches and make mistakes just like people. Also, they are talking the terms and me accepting the terms. I was accepting a [redacted] room only. I would never take my kids to a Navel Base as a summer vacation. Their website didn't not clearly display their terms until AFTER they charged my debit card. I looked up that motel at the Navel Base and it has terrible reviews. I've also seen that motel years ago and it's disgusting. My son has [redacted] and that motel would be hazardous to his health. It's old and smells like mold and mildew in the rooms. Therefore, my family and I will NOT be staying their and I refuse to pay for serves I will not be using. I've already booked a [redacted] room through a website that doesn't use fraudulent tactics. Again, they are using their contract as the reason they will not cancel the room. However, my argument is that I didn't pick the Navel Base area. My search was for the [redacted] and they put me at the Navel Base and took $301.22 from me. I'm willing to get a lawyer and sue them because their website isn't flawless. That motel is horrible and too dangerous for my son to stay in with his [redacted] symptoms. We will not be staying there and I will never use that website in the future. I'm a government employee and I hold a Top Secert Clearence.
I work hard to provide for my family and to pay for family vacations. It's not right for companies to just take your money even when you cannot use there services. 
Sincerely,
[redacted]