Priceline.com

Complaint: [redacted]
I am rejecting this response because:
   
DEPART
[redacted] to [redacted] - 1 connection
11h 5m
    
[redacted] Airlines ([redacted] - **
Economy Class,[redacted] (Jet)
3h 35m
      
Take off
[redacted]
 
[redacted]
Landing
[redacted] *
 
[redacted]
--- connects in [redacted]) --- 1h 25m layover
    
[redacted] Airlines (**) - [redacted]
Economy Class,[redacted] (Jet)
6h 5m
      
Take off
[redacted]
 
[redacted] - [redacted]
Landing
S[redacted]
 
[redacted]) - [redacted]
   
RETURN
Wednesday, October 07 2015, 09:25pm
[redacted] to [redacted] - 1 connection
12h 50m
    
[redacted] Airlines (**) - 852
Economy Class,[redacted] (Jet)
5h 55m
      
Take off
[redacted]
 
[redacted]) - [redacted]
Landing
T[redacted]
1 day later
[redacted] - [redacted]
--- connects in [redacted] --- 3h 40m layover
    
[redacted] Airlines (**) - 36
Economy Class,[redacted] (Jet)
3h 15m
      
Take off
[redacted]
 
[redacted] - [redacted]
Landing
T[redacted]
 
[redacted]
I had already checked in my car rental at [redacted] at 6:13PM (12:13AM ET) and hop on a shuttle to the airport.  As you can see from this schedule I originally purchase, I've arrived and checked in more than 90mins ahead of the schedule flight, (well over 180mins).  With the new schedule with the flight leaving at 8AM the next day, I'm well over 14hrs ahead .  I do not know the reason to what you are trying to prove by highlighting the 90mins but I can assure you that I was intending to go home that night since I was never notified about the flight changes.  
I had did a search within my email for priceline and can assure that I am receiving all your emails: [redacted], and especially [redacted].  According to your records explained to me by one or your representatives, an email was sent to me on May 24, June 30, and Sept 26.  Unfortunately for me, I had clean out my junk mail up to the Sept. 24, so I was unable to retrieved the earlier emails. Looking over the emails for 9/26, I was still unable to find this email sent by priceline.com, so I clicked on all the mail in my junk.  This is what I found:
From:
 [redacted] You moved this message to its current location.
Sent:
Sat 9/26/15 10:45 AM
To:
[redacted]
Dear [redacted],We have attempted to call you regarding your upcoming travel arrangements on September 27, 2015 but were unable to leave a voicemail message. Your airline has notified us of a schedule change that has resulted to either a change in flight time or flight number.Please review your most current flight itinerary which is available on our website. You will be asked to enter your request number which is [redacted]. As a reminder, please call your airline directly prior to each flight departure to reconfirm your itinerary and verify no additional schedule changes have occurred.[redacted] Airlines###-###-####Sincerely, alexTravel Services Team.Please do not reply to this e-mail. E-mails sent to this address will not reach an agent. To e-mail us, please visit the Help Section of our website.
I never properly received an email from priceline stating that there was a change in my itinerary.  As I recall, I purchase my tickets from priceline not [redacted].  If you don't understand my frustration with priceline.com, then I should of done business with [redacted] instead since they seem to be more reliable then priceline.com.  Do you even know who [redacted] is, because your representatives couldn't explain to me who they are and what they were doing with my information.  If your own employees didn't know, how should I know that this was the vital information I needed to make arrangements for my trip.  I do not understand that reason to why priceline was responsible enough email the itinerary change but only to misrepresent themselves so I think that this is another common junk mail.  This shady practice is unacceptable, and I pretty sure that if I had bought my tickets from [redacted] or [redacted], I would be dealing with just them and not some fake junk mail.
My only conclusion is that priceline did this on purpose so that I'm force to buy another flight since your representativeconveniently found the flight I went home on. I would have to re-book through priceline for $250 on the phone.  Lucky for me [redacted] Airlines offer me the same deal.  I'm looking forward to hear from you and be sure to watch out your emails like [redacted], or [redacted].
Also I would like to know the times and number use to contact me so I can check against my phone records.
Sincerely,
[redacted]

Revdex.com, Inc.
According
t the consumer, he/she selected the 20th as a return travel date; however
priceline confirmed the 19th instead.
The
consumer states:
“I clicked the 20th for
the return date, yet when I got the confirmation E-Mail it said I was to return
on the 19th, the computer system messed up and now they are holding me to the
19th, which I should not be held to since this was their mistake.”
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
terms and conditions of the purchase, including the following selected
departure and return travel dates.

Depart:
Sat, September 13, 2014




Return:
Fri, September 19, 2014




Departing Airport:
[redacted]
[redacted]




Arrival Airport:
[redacted]
[redacted]



We appreciate the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
This contract for request number [redacted] was originally initialled on Tue Sep
9 20:28:40 EDT 2014
Your Trip Summary
We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get the following protection up to the limits listed below and much more for
$17.00 per person.
100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due
to unforeseen illness of traveler, family members and traveling companions,
death in the family, job loss, natural disaster at departure or destination
city or other specified events.
$500 Baggage and Personal Effects reimburses for lost personal
effects as well as checked baggage throughout your trip.
$50,000 Emergency Evacuation coverage pays for the cost of medical
transportation to the nearest medical facility and/or to your home in the event
a serious medical situation requires an evacuation.
$1,500 Medical Expense
Coverage
$10,000 Travel Accident Protection
24/7 Hour Live Travel Assistance A real person available to
assist you any time of the day with last minute flight or hotel changes,
luggage locator services, cash transfers, medical assistance services and
emergency services.

Airfare Details




Depart:
Sat, September 13, 2014




Return:
Fri, September 19, 2014




Departing Airport:
[redacted]
[redacted]




Arrival Airport:
[redacted]
[redacted]




Flight Times:
The airlines will choose your flight times. Your trip will start between 6 a.m. and 10
p.m. and you will arrive no later than 12:30 a.m. the next day.




Connections:
Maximum of 1 connection
each way. (layovers will be no longer than 3 hours)




Ticket Delivery:
Electronic Ticket




Passengers:
[redacted]




Aircraft:
Jet aircraft



Summary of Charges

Airline Ticket Offer
Price:




$260.00 per ticket




Govt Taxes, Airline Fees and Agent Fees:




$54.70 per ticket




Airline Ticket Trip
Protection:




Declined+ Add now Recommended!




Number of Tickets:




1




Airline Ticket
Delivery:




$0.00 (Electronic
Ticket)




Airfare Subtotal:




$314.70




Total Trip Cost:
(All prices are in US dollars)




$314.70




Baggage fees
are not included in your trip cost.



Important
Information


























•




Your airline
tickets are non-refundable, non-transferable and non-changeable.




•




Your tickets will be round-trip,
coach class tickets issued on one of Priceline's partner airlines. You must fly on
the flights assigned to you. Upgrades and standbys are not available. If
you do not take your outbound flight, the airlines will automatically
cancel the remainder of your reservation. If any part of the ticket is
unused it has no value after ticketed departure time.




•




Name Your Own Price tickets
issued through Priceline are not eligible for frequent flyer miles.
Priceline customers are protected by the same airline regulations extended to all
passengers, including protection against overbookings and baggage loss.




•




If we find an airline that
accepts your price, we'll immediately purchase your tickets using the
payment information you provided.




•




You will be issued electronic
tickets. Remember to bring a valid government-issued photo ID with you to check-in.








Initial Here:












OF








I have read, accept and agree to
abide by Priceline.com's terms
and conditions and privacy policy.

Complaint:[redacted]
I am rejecting this response because:
Date Sent: 1/23/2015 1:36:41 PM  Complaint:[redacted] I am rejecting this response because: We were not offered multiple rooms. This is a bald-faced lie! This hotel was advertised by Priceline.com as a 3 star hotel, certainly a deal for the price we paid. However, it is far from a 3 start hotel and Priceline.com needs to take responsibility for misleading it's customers. I will accept nothing else other than the requested full refund.  Sincerely,[redacted]
Sincerely,[redacted]

In order to locate the referenced reservation and review this matter, please provide the 11 digit Priceline request number, as well as the email address that was provided at the time of...

purchase.
 
Thank you,
[redacted]
Priceline.com

Complaint: [redacted]
I am rejecting this response because:
[redacted] I did not have email access to answer the complaint.. Please this issue was not solved . Price send me an itinerary which they copied and paste their rules about the tickets which I bought. PLEASE go to the link above which I've enclosed for my itinerary which they sent to me after purchasing my ticket. You will see that no where on this itinerary it said that I will loose my money if I didn't use it at the time of travel..also every other link with in that itinerary email said that they would work something out if I didn't use my ticket at the time of travel. What I see here is false advertisement. This not settled by a long shot. IN THE NAME OF GOD SOMETHING HAS TO BE DONE ABOUT THIS!! Sincere Thanks [redacted]
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: while I appreciate Priceline's stance on cancellation, my objection is with the characterization of the hotel in question as a 4 Star hotel. As a consumer, I trust Priceline to have vetted any facility they offer to customers so that they can assure customers of the caliber of the hotel. Priceline would not provide information on when they last reviewed the hotel for compliance with a 4 Star rating.The very recent reviews on the Priceline website by Priceline customers, which I could not see until after the bid was accepted, prompted my concerns as they detailed issues with room size and cleanliness that do not equate with a 4 Star facility. Priceline's stance on the phone was essentially: You bought it. Call us if you have a problem when you arrive and we will try to help you. I asked them what help would look like at that point. They could not answer my question. My stance is, Priceline falsely advertised a facility as a 4 Star hotel, would not provide documentation of review and in doing so, refused to produce evidence to substantiate their claim of its quality.
Sincerely,
[redacted]

I 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. The consumer selected and authorized the
purchase of a non-refundable purchase. I am sorry that the consumer’s selected
purchase is non-refundable and we are unable to assist the consumer any further
in this situation.
Sincerely,
[redacted]
priceline.com
This contract for request number [redacted] was
originally initialled on Fri Mar 20 08:54:17 EDT 2015

We Recommend Trip ProtectionLife is uncertain...plan for the
unexpected.Get the following protection up to the limits listed
below and much more and much more for $36.00 per
person.
100% Trip Cancellation and Trip Interruption
Protection reimburses for cancellations due to unforeseen illness of
traveler, family members and traveling companions, death in the family, job
loss, natural disaster at departure or destination city or other specified
events.
$500 Baggage and Personal Effects
reimburses for lost personal effects as well as checked baggage throughout your
trip.
$50,000 Emergency Evacuation coverage
pays for the cost of medical transportation to the nearest medical facility
and/or to your home in the event a serious medical situation requires an
evacuation.
$1,500 Medical Expense
Coverage
$10,000 Travel Accident
Protection
24/7 Hour Live Travel Assistance A real
person available to assist you any time of the day with last minute flight or
hotel changes, luggage locator services, cash transfers, medical assistance
services and emergency services.
We Found a Great Deal for You
$479
If you can return on Friday, April 3 we can get you tickets for $479 per ticket
including taxes and fees.
Departing Flight Information - Friday, March
27, 2015
From:[redacted]
To:[redacted]
0-1 ConnectionsDepart
between 5am on tripdate through 2am next dayJet Aircraft
Returning Flight
Information - Friday, April 3, 2015
From:[redacted]
To:[redacted]
0-1 ConnectionsDepart
between 5am on tripdate through 2am next dayJet Aircraft
Passenger Information
Keriesha
Mcconnell
Summary of Charges
Airline
Ticket Offer with Taxes & Airline Fees:
$472.18 per
ticket
Airline
Ticket Agent Fees:
$7.45 per
ticket
Airline Ticket Trip
Protection:
$0.00 Declined+ Add
now Recommended!
Number of Tickets:
1
Airline Ticket Delivery:
$0.00 (Electronic
Ticket)
Airfare Subtotal:
$479.63
Total Trip Cost: (All prices are
in US dollars)
$479.63
Baggage fees are not included in your trip
cost.
Important Information
•
Your airline tickets are non-refundable, non-transferable and non-changeable.
•
Your tickets will be round-trip, coach class tickets issued on one of Priceline's
partner airlines. You must fly on the flights assigned to you. Upgrades and
standbys are not available and if any part of the ticket is unused it has no
value after ticketed departure time.
•
Name Your Own Price tickets issued through Priceline are not eligible for
frequent flyer miles. Priceline customers are protected by the same airline
regulations extended to all passengers, including protection against
overbookings and baggage loss.
•
If we find an airline that accepts your price, we'll immediately purchase
your tickets using the payment information you provided.
•
You will be issued electronic tickets. Remember to bring a valid
government-issued photo ID with you to check-in.
Photo ID must match the passenger name provided. If you are traveling outside
the U.S., all travelers will need a valid
passport and you may also need to show additional
documentation at your destination and/or in connecting
countries.
Once you click
"Buy My Tickets Now" below, we'll immediately purchase your tickets using the
payment information you provided to us. In most cases, your complete flight
itinerary will be ready for you in seconds. Remember, these tickets cannot
be cancelled, transferred or changed.
[redacted]
**

I have read, accept and agree to abide by Priceline.com's terms and conditions and privacy
policy.

Please note:
If you are ready to purchase, please select "Buy My Tickets Now". Due to
constantly changing airline inventory, ticket availability is not guaranteed.
You will be charged only upon a successful booking.

I attempted to book through Priceline 3 different times for an upcoming trip for work to NYC. Each time, they wouldn't finish processing my payment, said they couldn't complete the reservation, and then immediately hike up the price for the exact same reservation. I called Priceline about this, they told me this would never happen (aka. I was fabricating this story) and hung up on me. I was just about to book through [redacted], but many hours later, I found another option through Priceline, more than what I originally tried to book for, but less than [redacted]. Twice, my rez was declined and price went up. I tried one last time - same info, same CC, same everything - and what do you know? It went through! Yay... Until I realized the confirm email had the wrong dates. At this point, it's almost 3am. I called Priceline immediately, they told me that they wouldn't cancel or change anything. I called the airline and hotel, and after 3 days, I was able to get their approval to cancel and I got my money back. Priceline said this was my error and wouldn't cancel - bummer for them that I had taken a screenshot (just incase I got declined again) with correct dates. They STILL wouldn't admit that it was a Priceline error, but as both hotel and airline were ok with cancelation, plus proving this was not my mistake, they put cancel and refund through.
Several days later, after finally getting my money back, I went back online to rebook. All travel sites were about a thousand dollars more expensive than when I originally attempted to arrange this trip, so what did I do? I checked Priceline. Obviously, we can chalk up the rest of my heartache here to a very poor decision on my part going back to them, but thinking this wouldn't be so bad again, I rebooked. I decided to fly out a day sooner, stay the extra night, and got a better price than original dates. This still cost me $500 more than when I first tried to book, but better than elsewhere. I paid extra (about $20/night extra) to upgrade to a "superior" 2 double room. I've stayed at this hotel before, and it is actually a decent hotel, ONLY if you upgrade. Their standard rooms are unbearable and gross, and wouldn't even be worth a Priceline discount. Otherwise, it's my go-to hotel with the room upgrade. This time, I still had 2 back to back issues getting the reservation to go through, YES, Priceline charged me more each time I tried to get this to go through, but still cheaper than other sites. I sucked it up, and on the 3rd try, I was booked - correct dates and all! I always call airline immediately after to secure seats. That went well and no issues on airline portion. Now, I just called the hotel today (I check-in tomorrow). The hotel said that Priceline sent through to them the "standard" room (the small, dirty, unbearable one) and that I had to contact Priceline to have them send correct info. When I looked at all hotel room options, Priceline offered "standard" at no extra cost, "superior" 2 double for the $20/night extra, and "deluxe" for suites. The hotel has NO option for "superior", so they process that as a standard. Not only am I stuck in a horrible room for the week, BUT I also paid extra for a fake upgrade! I have been on the phone with Priceline for about 30-40 min. They claim these options don't show up on their site and that they couldn't even find my chosen hotel on their website. As soon as I said that I was looking at it ON THEIR SITE and was happy to send a screenshot, what do you know? All of a sudden it could be found! Priceline basically told me that I never upgraded - and to make matters worse - not only that I chose a standard, but they won't even honor the 2 double bed that I purchased, only the 1 double, (making this an ever smaller and worse option) and that it was all out of their hands. I've purchased a few trips through Priceline going back several months ago, always issues, but nothing like this. [redacted] or [redacted]? Never an issue, and if I need to change something, I've always gotten help. Priceline is a huge scam. Maybe they weren't always bad, but this is absolutely disgusting. I requested for corporate to call me, but how much would you bet that I won't hear from them? I get over 20,000 views/month on another review site, and trust me, this will be going up. If I wasn't leaving tomorrow morning, I would just cancel again and start over. Not only have I been scammed with false advertising/upgrade and whatever shade was going on with their website, but this whole debacle cost me more than $500 extra. The obscene amount of hours I've spent on the phone with Priceline, the hours I spent on their website trying to get my reservation to go through each time it was declined, and the many conversations with hotel and airline to cancel... I'm just totally appalled that this company hasn't been sued. Well, there's always a first! I am happy to submit my receipt for verification.

Dear Mr. [redacted],

face="Calibri"> 
 
We are writing to let you know that we received your Revdex.com concern in our Executive Offices regarding your reservation with [redacted]ways for Trip Numbers [redacted] and [redacted].
 
We understand that you unintentionally purchased 2 [redacted]line tickets for Ms. [redacted]  and request a refund.
 
 
We have contacted the [redacted]line on your behalf concerning your refund request. This refund request process generally takes approximately 2 weeks, and is at the discretion of the [redacted]line. We hope to be in contact with you with an update or resolution in 2 weeks time.
 
We appreciate your patience while we continue to work to resolve your issue.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
It states the Airlines are refundable but they are not. Since only one thing was refunded out of three, they should remove their 24 hour risk free program. 
While I appreciate the refund, the hassel to get it and my credit from the other airline was way to much. Take ownership. 
Sincerely,
[redacted]

Our record indicates...

that this matter has been addressed with the consumer.
A refund  in the amount of $[redacted] will be issued back to the consumer’s credit card.
 
Sincerely,
N D[redacted]
Priceine.com

I recently booked a hotel reservation through Express Deals...I chose a 3 star hotel in the [redacted] section of downtown [redacted]..we ended up with the [redacted] which has horrible customer reviews, found right on the Priceline site...only after you book the hotel blindly. The customers speak of many recent experiences with bed bugs, stained toilets, no heating, no air, bad smells, gross carpets, worn furniture and so on. Enough to scare anyone away...this is clearly not a 3 star hotel of good standing.
Priceline has a firm policy of no changes and refuses to allow me to even discuss the issue with a supervisor ...asked repeatedly...I was told I could write a letter but not allowed to have a name to address it to...nor given an address either.
Clearly they are mis-representing the star level of this hotel and by refusing to make any changes are making it impossible for me to address an urgent issue. By the time a letter is recieved, my trip will be over and I expect I would get the same answer anyway. Now I am stuck with a reservation for a hotel my wife won't stay at and I have to book another hotel at my own expense. By not responding to a very old and loyal customer's needs they are losing my business. They are not the company I chose to do business with in the future.

Please see the response we sent to the customer below.
 
[redacted]
"Cambria","serif"; font-size: 12pt;">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 received your Revdex.com concern in our Executive Offices.We apologize for the difficulty you encountered. We understand you are requesting for a full refund of your reservation because you advised the description of coverage for the travel insurance purchased was not presented prior to booking. We reviewed your information and verified that the entire policy including the terms and conditions of the travel insurance purchased was presented to you prior to booking. We sent you a separate email that contains a copy of your contract page for review. Travel insurance protects all passengers on the request against unforeseen illness, injury, baggage loss, and more. The coverage generally includes trip interruption/cancellation for certain reasons, medical expenses, emergency evacuation for medical reasons, the return of mortal remains, and lost/stolen baggage/belongings. Our records indicate, your reservation was canceled for a refund of 236.31 USD on November 27, 2016. Please note that Travel Insurance in the amount of 15.00 USD is non-refundable. The refund was processed through our system within one business day; however, bank processing time varies, so please check with them if you don't see the refund in your account within a few business days.Thank you for your time and we hope you find this information helpful.Sincerely,[redacted]Executive Offices

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the [redacted] Page for Trip Number
[redacted]
class="MsoPlainText"> 
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. I am sorry to learn
that you are not happy with the hotel you received. As I understand, you felt
the star rating assigned to your hotel was not accurate.
 
The hotel chains listed in the Star Level descriptions
are for example only and do not necessarily reflect hotels that participate in
the Priceline's Express Deal program. Keep in mind that not all properties
under a single chain will hold the same star level rating. While we may offer
the name of a hotel chain as an example for a specific star rating, individual
properties within that chain may actually have a higher or lower star rating
based on the actual quality of that property.
 
We have researched to find that this hotel does meet our
expectations for the star rating selected on our website. Our competitors also
rate this hotel as follows:
 
[redacted]
 
[redacted]
 
[redacted]
*
[redacted]
 
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 amenities. This
hotel has an Overall Guest Rating of 8.5 out of 10 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 system. This means
that our hotel staff has researched your hotel, reviewed customer comments and
compared star ratings assigned by other rating services. The hotel you get will
meet Priceline's strict quality standards.
 
Under normal circumstances, your Express Deal reservation
is restricted and it is not supposed to be changed or cancelled. I have reached
out to our hotel partner and they are currently allowing a one-time exception.
They are allowing us to cancel the reservation with no
penalty as long as we cancel it as soon as possible, at least 3 days before
your check-in date.  After that time we
will be unable to offer a cancellation even with a fee. For your reference,
your scheduled check-in date is Saturday, April 16, 2016.
 
If you wish to proceed with the above option, please
reply to this email with your decision.
 
I apologize for the inconvenience and look forward to
hearing from you soon.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

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.  Thank you for your assistance as they are now able to modify the reservation to accommodate the new arrival time.
Sincerely,
[redacted]

Dear [redacted]
 
Thank you for taking the time to read this email.
 
I am writing to let you know...

that we have received your
Revdex.com complaint in our Executive Offices. I am sorry to learn
about the difficulties you experienced in trying to book your airline
reservation through us. It is understandable that you consequently had to book
your reservation through a different vendor as we were unable to help you book
your request.
 
I have personally checked our system and was unable to
determine why you had such a difficult experience with our site. We have worked
hard to make our service convenient and accessible for all of our customers,
but we acknowledge that there are always areas where we can improve.
 
Please accept our apology for the frustrations that you
have encountered with our customer service. This is certainly not indicative of
the kind of customer service that we strive to provide. It is our goal to
provide quality service and we regret any incidents that created the perception
that we have not provided you with adequate service.
 
These actions are not consistent with priceline?s service
standards.
Exceptions to our normally acceptable service levels do
occur. However, regardless of the reasons, we realize that it negatively
affects our image as a service company.
 
We appreciate your efforts in bringing this issue to our
attention. We hope you give us another opportunity to serve you better in the
future.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:Lucky for me, [redacted] did the right thing and provided me with the refund for the upgrade fee that we never were informed of verbally, and it was slipped in unbeknownst to us at the counter prior to signing a rental agreement.
I do not plan on ever doing business with Priceline again. Your price negotiator is a joke - it holds no water when you actually need it to work in your favor. This is sad to me because I have always enjoyed Priceline and the deals I was able to obtain in the past. I plan to warn those I know to be wary, since this is the first time I've had an issue and Priceline was completely useless as a broker and customer service agent. I realize I'm one fish in a very big pond, and that this probably won't matter much to the corporate executives. However, as I told [redacted] what is sad is that I see companies like [redacted] thriving and it is because I KNOW if I have an issue with one of their products, they will resolve it - no questions asked. Therefore, I am very loyal to them. The same applies with other companies I routinely shop from. How many hours of everybody's time went into resolving this little complaint? [redacted] Priceline, mine and my husband. So ridiculous - we could have all saved each other a lot of pain and hardship and truthfully a broken seller/buyer relationship now.
After this transaction I don't see any value in Priceline's service. They aren't there when you need them. And yes, we signed the rental agreement. You have made it clear that is really all you will hear with respect to this rental car discrepancy. I understand you need to protect your bottom line and worry about precedent, but again, as I told [redacted] - at what point does your customer service team ask themselves, "Wow. This customer is really not letting go of this issue, perhaps they are telling the truth?" Did I every have any disputes with all of the other transactions I've conducted with Priceline in the past? Did my husband? Nope.
We are honest people, as I indicated before, if we EVER had agreed to the charges I would not be disputing this. The upgrade was slipped into our agreement without our consent or knowledge period. And suddenly we were charged twice what we were expecting and we are supposed to be content knowing simply because we signed the rental agreement.
I will be thoroughly reviewing my rental agreements in the future, holding up the line to review every damn word, all of the fine print, and asking the agent multiple times if any upgrades are being slipped into the agreement without my knowledge. Thank you for making me that irritating, paranoid customer. It is due to your complete reluctance to use a little empathy and do the right thing.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Priceline stated to [redacted] that I could not check out of the hotel in their response to [redacted] investigation. Priceline's response is a direct contradiction and is entirely misleading. I am happy to provide the Amex documentation if proof is needed.
Sincerely,
[redacted]

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 conclusion. Unfortunately, there is nothing we can add
to what has already been stated in our previous correspondence. We are sorry
the consumer is not in agreement with the cancel/exchange policy associated
with his/her selected airline ticket purchase. Attached
hereto is a copy of the consumer’s contract page authorizing the terms and
conditions of the purchase.  We are sorry that we are unable to assist the
consumer any further in this situation.
Sincerely,
[redacted]
priceline.com
This contract for request number [redacted] was originally
initialed on MAR 25, 2014 17:30:51
MY TRIPS
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You are booking this flight on via [redacted] Learn more
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[redacted]
Thu, May 22 to Thu Sep 11 2014
Round-trip,
economy
1
adult change
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Form
Review Flight and Fare
The ticket price you found, $804.14,
is no longer available, it is now $808.90 per person.
Departure
Thu, May 22
[redacted] Flight 104
Take-off: Thu 10:25a
Landing: Thu 1:05p
[redacted]
10h 40m
Coach | Boeing 767-300 | 10h 40m
This flight leaves on Thursday, September
11 and arrives on Friday, September 12.
Return Flight
Thu, Sep 11
[redacted] Flight 105
Take-off: Thu 2:45p
Landing: Fri
8:35a
[redacted]
9h 50m
Coach | Airbus A330-300 | 9h 50m
Fare
Details


Base Fare




Taxes & Carrier Surcharges




Total





1
adult




$480.60




$328.30




$808.90





Total




$808.90




All prices in USD
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Traveler 1 (primary
contact for this trip, must be an adult)
[redacted]
Middle Name
Last Name
Email Address
Phone Number
Frequent Flyer Program American
Airlines - AAdvantage
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Female
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have a redress number
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Travel Options
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We Recommend Trip Protection
Protect your travel investment with valuable [redacted] Travel
Insurance.
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reimburses for cancellations due to reasons like covered illness, injury and
more.
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$50,000
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Arranges medical transportation for a patient to an appropriate medical
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cancel your coverage and you have not filed a claim or departed on your trip.



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Enter Billing
Information
Review Policies and Terms
& ConditionsTop of
Form
Change Policy
Itinerary changes, if
permitted by the airline’s fare rules, may incur airline-imposed penalties
and/or increased fares. Airline change penalties vary by airline, market and
fare rules and typically range between $150 to $250 USD per ticket. If calling
Priceline to modify, a $30 USD per ticket priceline service fee will also
apply. If allowed, changes are required to be made prior to scheduled departure
date. If you fail to fly any segment of your itinerary, most airlines will
automatically cancel the remainder of your flights and the ticket will lose all
value; no further changes or refunds will be allowed. For further information,
please contact your airline.
Cancellation Policy
Many airlines will allow
cancellation within 24 hours of booking without penalty; rules vary by airline,
travel date and fare type. Otherwise, tickets are non-refundable. There is a
processing fee of $7.00 USD for itineraries that include more than one carrier;
other flights will not have a fee. This fee is non-refundable, charged for each
ticket purchased and may appear as a separate charge on your credit card
statement.
Terms & Conditions
·       
You will be issued electronic
tickets. Adult passengers must have a valid government-issued photo ID.
International travelers must have a valid passport.
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agree to the airline's fare rules and [redacted] Terms and Conditions and Privacy Policy. Priceline's Terms and Conditions also apply.
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Summary
Flights
[redacted]
SVO: 10:25a ? IAD: 1:05p Nonstop
IAD: 2:45p ? SVO: 8:35a Nonstop

1
adult




$808.90





Ticket
Total in USD:




$808.90





Trip
Protection




$44.49




USD




Trip
Protection





no

Complaint: [redacted]
I am rejecting this response because:
I followed through with my stay at [redacted], and I will admit that the facility was much better than the images and reviews found on the Priceline website.  However, I persist that the facility in question is not worthy of the 3.5 star rating.  The facility is an old campus that has been recently remodeled.  It can be overtly determined that the facility was an outside motel in its previous life.  The renovation is nice, but issues such as EXTREMELY low ceiling height, windows opening into hallways, and a stale aroma are just a few of the reasons this hotel is not befitting of its star rating.  
Furthermore, even including the reply received to this Revdex.com complaint, it seems that all any person with Priceline is able to do is regurgitate a script.  I have been told at least a dozen times that Priceline is confident the hotel would meet or exceed my expectations!  The most vital part of a successful business is customer satisfaction.  Without customers a business doesn't exist!  I realize that a lack of customers is not an issue for this company.  The gimmick of naming your own price is one that is compelling.  It is a fun process, and a person walks away feeling like they have received a bargain (when really a hotel is having problems selling its rooms).  However, I am being forced with the reality that I will never get to participate in this process again.  Why, you may ask?  Any business that doesn't at least have an ear to listen to its customers is not a business I want to trade with.  
I never expected a refund, I never asked for a free gift, or any special treatment.  I asked for accommodations that were befitting of the advertised product I purchased... a 3.5 star hotel.  Although I didn't realize any damages directly due to my stay at "[redacted]", the damages I incurred while trying to request adequate customer service were substantial.  I wasted valuable time of productivity while speaking on the phone with representatives who had no mechanism by which they could actually assist with my troubles.  The derogatory effects on my overall health due to excessive stress from frustration are noteworthy at least.  Nobody should have to go to such lengths simply to ask for someone to listen to what is being said.  
I want my voice heard!  This Priceline's customer service policies are horrendous.  I am on the fifth consecutive day of wasting my time communing only to be replied to with a scripted response stating the same thing I was told within the first 30 seconds of my first phone call!  What I need, to be a customer who can "accept" your response to this complaint, is an explanation of the criteria and rating formula used to determine the star rating used for your [redacted].  Additionally, I need to know why Priceline has no mechanisms in place to deal with dissatisfied customers.  What do you do other than reply with a scripted response?  Do you have a person who can actually evaluate a situation and offer words tailored to the situation?  Now that I have spent significant time of my day, each day, for FIVE days in a row, how do you justify the obstacles I have faced in my simple attempt to communicate with someone who can offer understanding and at THE LEAST make me feel better about my difficulties and concerns?  
I KNOW you can afford to provide adequate customer service.  At just over $1300 a share, with shares nearly quadrupling in the past five years, there has to be a substantial profit margin.  Darren Huston earned a reported $22 million in FY2014.  A fraction of those funds could be used to improve upon customer service.  Please, provide me answers?  If the person who receives this letter cannot provide answers, please forward it to someone who can!
Sincerely,
[redacted]