Priceline.com

Revdex.com, Inc
We are in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond
According to the consumer, she did not authorize the
purchase of a non-refundable air and rental car package, and request a refund
for the rental car purchase
Priceline offers a variety travel service options, including
reservations that offer cancelations
When selecting a reservation, the consumer is provided with
the cancel policy associated with each reservation
In this case, the consumer selected a rental car + air package
that provided greater savings and less flexibility
Attached hereto, is a copy of the consumer’s initialed
contract page authorizing the non-refundable, non-changeable terms and
conditions of the selected purchase
We thank you for the opportunity to clarify
Sincerely,
** ***
Priceline.com
This contract for request number *** was originally initialled on Wed Jul
20:45:EDT
Your Trip Summary
Airfare Details
Depart:
Fri, July 18,
Return:
Mon, July 21,
Departing Airport:
*** * *** *** *** ***
*** *** *** **
Arrival Airport:
*** *** *** *** ***
*** **
Flight Times:
The airlines will choose your flight timesYour trip will start between a.mand
p.mand you will arrive no later than 12:a.mthe next day
Connections:
Maximum of connection
each way
Ticket Delivery:
Electronic Ticket
Passengers:
*** ***
Aircraft:
Jet aircraft
Rental Car Details
Economy
*** ***, *** *** or similar
Location: *** *** *** *** ***
Pick-Up: Fri, July
Drop-Off: Mon, July
Total Rental
Days: days
Driver: *** ***
Driver's Age at
Pickup: **
Summary of Charges
Package Subtotal:
$
Govt Taxes,
Airline Fees and Agent Fees:
$
Number of Tickets:
Airline Ticket
Delivery:
$(Electronic
Ticket)
Total Trip Cost:
(All prices are in US dollars)
$
Baggage fees
are not included in your trip cost
Important
Information
•
These airline
tickets are non-refundable, non-transferable and non-changeable
The Rental Car
reservation included in your itinerary is non-refundable, non-transferable
and non-changeable even if the reservation is not used
•
Your tickets will be round-trip,
coach class tickets issued on one of Priceline's
partner airlinesYou must fly on the flights assigned to you
Upgrades and standbys are not availableIf you do not take your outbound
flight, the airlines will automatically cancel the remainder of your
reservationIf any part of the ticket is unused it has no value
after ticketed departure time
•
These special discounted tickets
issued are not eligible for frequent flyer milesPriceline customers are
protected by the same airline
regulations extended to all passengers, including protection
against overbookings and baggage loss
•
Remember to bring a valid
government-issued photo ID with you to check-in
•
Only *** *** will be able to pithe rental car at the
counter*** *** will be required to present a valid driver's license
and a valid credit card or debit/check card or debit/check card in their
name with a minimum of $available credit as a security deposit on
the vehicleIf you plan to use a debit card, you may be required to
provide round-trip flight information at the rental counter
•
Your offer price
does not include vehicle liability, collision or personal accident coverage
for your rental carYou should determine if you have insurance coverage
prior to pick-upAdditional insurance can be purchased at the rental
counter
Initial Here:
**
I have read,
accept and agree to abide by Priceline.com's terms and
conditions and privacy
policy

Dear MsLangley,
"">
We are writing due to the complaint you have filed with
the Revdex.com regarding the charges *** *** * *** charged you to
upgrade your vehicle due to its size and you brother not being able to utilize
your original request
We have received a response from the rental car company
that they have refunded to your card for the rate difference
If you have any further questions, we suggest you to contact
*** *** *** ** *** *** ***
Please note when placing your request you were provided a contract page
which stated the rental partner would be charging you for this reservation at
the time of pick up. A copy of the
contract page has been sent via email for your viewing
We thank you for the opportunity to assist you and hope
you find this information helpful
Sincerely,
Barbara Ayers
Executive Offices

Dear Ms*** Thank you for taking the time to contact us regarding your reservation with *** Corporation for Trip Numbe* ***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 refund of the upgrade fee that was charged to you at the counterYour record and concerns were reviewed with Hertz's corporate officeIt was found that a rental agreement was presented to *** *** *or review and to sign at the counterThere was no record of a problem stated at the time of piand the rental agreement was duly signed with information of a vehicle upgrade fee posted on the agreementOur apologies; however, we are unable to provide the refund you are requestingWe are sorry we did not provide you the answers you were looking for and we thank you for your timeSincerely, *** *** Executive Offices

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
I really would like to Thank you/ Revdex.com for addressing the problem
Sincerely,
*** ***

Dear ***,
Thank you for patience while we researched your issue with
the *** *** ***
We appreciate that you have taken the time to
provide us with your feedbackWe demand the same service for our customers as
any travel agency and we are truly sorry to
hear of your experience
We
have contacted the hotel and spoken with GH (General Manager), who has
apologized for the inconvenience you had, however they will not be able to
refund or compensate
Our ability to offer any type of refund is entirely
at the discretion of your confirmed hotelIf you have any other questions about
your issue, please contact them at hotel contact
We apologize for the
inconvenience
Sincerely,
*** **
Customer Relations
Specialist

Our record indicates that this
matter has been addressed with the consumer,
and a refund was processed
Sincerely,
* ***
Priceine.com

Dear MsDavis,
Thank you for contacting us regarding your Vacation
Package purchased 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 unhappy with the
departure time you received on your itineraryWe reviewed the contract page
that you were provided with prior to purchase and confirmed it showed you were
departing at 10:25PM with an arrival at 12:AM on Saturday, Apr We
confirmed when you spoke with our Airline Travel Service Department, they
advised that you can make changes to your flight itinerary with a $airline
penalty fee, $service fee and any difference in fareThey also noted that
you can possibly change your ticket on the day of departure for $(based on
seat availability), standby at the airlines discretion, or the ticket can be
refunded with a $cancellation fee, full refund on hotel portion and
cancellation of rental car minus a $feeWe are sorry for any inconvenience
it may cause; however, we are unable to waive any of the fees as
requested. If you are interested in
exchanging your reservation, don't forget to call before your current scheduled
departure, because no changes or cancellations will be allowed after this time
Thank you for choosing to email us todayI hope you
found my reply helpful! Please email us again if you need anything else.
Sincerely,
Teddi C***
Executive Offices

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 correspondenceA full refund for the
cancel fee was processed for this reservationWe are unable to
assist the consumer any further in this situation
Sincerely,
** ***
priceline.com

The consumer states:
Roman">
Customer’s
Statement of the Problem:
I went on Priceline to book a Hotel in *** *** *** *** areaI
booked the Hotel and was not told until later, in and email, that the Hotel
would not even be located within the same city as the one I choseI then went
on live chat with *** and he refused to fix the situationI explained to
him that it was not even in the same area as the one I bookedHe stated that
there would be no changes madeHe refused to change it a Hotel in the area I
pickedFor this reason I had to find another place to book a HotelI am out
the money I spent on the hotelAdditionally, the live chat rep
was rude and unwilling to help in anyway to resolve this issue
Attached hereto is a copy of the
consumer’s initialed contract page agreeing to the terms and conditions of his selected
purchase
For your review, we have provided a copy of the chat between
the consumer- *** *** and the priceline
representative ***
Chat Start Time:
07/30/13:28:PM
Chat End Time:
07/30/13:51:PM
Agent:
***-chat | Jan *** *** | CallTech | *** ***
Log Started Thu Jul 10:28:PDT
[10:28:33] You have been connected to ***
[10:28:42] ***: Hi, ***! Thanks for choosing to chat with us todayHow
may I help you?
[10:29:48] *** ***: I booked a hotel and I picked *** *** *** **
After the Hotel was booked it changed it and automatically picked a hotel in
*** *** which is a neighboring townIt is too far from where we need to
be
[10:30:06] ***: ***, I will be more than happy to compare the location
of your hotel to the designated area that was shown to you while making your
reservationPlease give me 2-minutes to review your information and
determine if you received a hotel within the designated area
[10:31:43] ***: Thank you so much for waiting, ***
[10:31:48] *** ***: No problem
[10:31:55] ***: Thank you
[10:31:59] ***: ***, I did review your reservation and the hotel you
received is in the designated area of the map you reviewed on our website
Your reservation is non-changeable and non-refundable
[10:33:22] *** ***: Ok, it is not where I specifiedI picked *** *** ***It is miles from the area I pickedI will need a refund or change
[10:33:35] ***: When booking this type of reservation
you had the option to select your desired area or areas where you wanted to
stayEach area comes with a map that illustrates its coverage to give
customers an idea where the hotel can be possibly locatedAfter a careful
review of your reservation, I found out that the hotel you received is within
the area that you selected and it is inside the shaded portion of the map
presentedI do understand that the location of the hotel within that shaded
area is not what you expected; however, due to the restrictions of this
reservation, I am unable to change or cancel your hotel reservation[10:34:36] *** ***:
Ok, at this time I will need to contact my credit card company to file a
charge back for fraudThis is not what I paid for[10:34:40] ***: I'm sorry to hear about that, ***
[10:34:42] ***: ***, as a consumer, it's at your discretion to contact
your credit card company or bank about any transactionI will document your
record that this is what you advised us you will doWe will provide them
with any requested information regarding your purchase
[10:34:43] *** ***: It was not within the area I picked
[10:35:19] ***: ***, I understand that this is important to you and I
apologize if you're not satisfied withe the location of your confirmed hotel;
however, upon checking your reservation, I have confirmed that your hotel is
inside of the shaded area that you've selected when you placed your request
[10:35:38] *** ***: Great Customer Service by the way
[10:35:39] *** ***: Show me
[10:35:46] ***: ***, I apologize if the answer I'm providing are not the
ones that you're looking forI would like to thank you for chatting with us
today
[10:36:12] *** ***: So you are not willing to provide proof?
[10:36:34] *** ***: Because I have screen shots showing what you are
saying is wrong
[10:38:06] ***: ***, during the request we advised that we will find a
hotel in the shaded area that you have requested and you have agreed to the
terms and condition when you booked your reservation
[10:40:11] ***: Hi, ***, I have not received a message from you in a
while, are you still available to chat?
[10:40:22] *** ***: Heres the dealI'd love to get
this worked outI just went on your website and determined what you are
saying is wrongWhy you have to be such a *** I don't knowMaybe you were
bullied as a kid and feel that you can get revenge by stealing and lying
Whatever works
[10:40:50] *** ***: There are so many other places to book a hotelWhy
the bait and switch and lies [10:41:01] *** ***: Are you there
[10:41:02] ***: ***, It’s clear that you don't find the policy
acceptable; however, there are no other options I can offer that would result
in a different outcome for your issuePlease chat back with us again if you
need assistance on another matterI’d like to thank you for chatting with us
today
[10:41:23] *** ***: There are other optionsYou aren't willing to do
them
[10:41:44] ***: ***, I really wish that there's something that I can do;
however, your reservation is non-changeable and non-refundable, so I won't be
able to change or cancel it for you
[10:42:33] *** ***: Thats a choice you are makingAnd my Choice is to
charge back through my credit card company that is my policyI guess we all
have to stick by our policies right
[10:42:50] *** ***: I have this documentation of your refusal to provide
what I have paid for
[10:43:10] ***: I'm sorry to hear about that, ***; however, that would
entirely at your discretion
[10:43:33] *** ***: Just like it was your discretion not to provide what
I paid for right?
[10:44:10] *** ***: Hello?
[10:44:16] ***: ***, our ability to change or cancel a reservation
depends from our partner's policy
[10:44:46] *** ***: No, the hotel choice was made by you and your
company
[10:45:00] ***: Your reservation is restricted and I won't be able to
change or cancel it for you
[10:45:00] *** ***: It isn't a change, it is providing what I paid for
[10:45:47] *** ***: Well, my hands are tiedI can not give away free
moneyAll I wanted to do was book a hotel not have bait and switch and
horrible customer service and refusal to provide service
[10:46:24] *** ***: Charge backs cost the company more time and money
than simply providing what was paid for
[10:47:36] *** ***: And so, the great customer service continues as you
ignore me
[10:49:36] *** ***: I will take your lack of response as failure to
provide serviceI will use this documentationI have requested what I paid
for and you are failing to respond and offer what was paid for
[10:50:05] ***: ***, I apologize however, there are no other options I
can offer that would result in a different outcome for your issuePlease chat
back with us again if you need assistance on another matterI’d like to
thank you for chatting with us today
[10:50:59] *** ***: So, you are stating that you will not provide
anything for the money I paid?
[--- end of transcript as seen by customer ---]
[10:51:45] The customer has ended the chat session
[10:51:45] *** *** has left the session
[10:52:12] *** has left the sessionLog Ended Thu Jul 10:52:PDT

Dear *** ***
Thank you for taking the time to contact us regarding
your reservation at the *** By *** *** for Trip Number ***
class="MsoPlainText">
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices
We understand your concern about your confirmed hotel not
being listed in the available properties within the *** ** areaThe hotels
that participate in our programs varyThe properties in the disclosed price
listings can be different than those in Name Your Own Price and Express Deals
reservation selectionsBased on the number of hotels that participate in a
program, Priceline may assign a number of hotels to one areaIn this case,
Priceline indicated the *** ** *** *** is not on the listings page,
but is available in our Name Your Own Price optionWe have reviewed the
location of your hotel and found that it is located within the designated area
you viewed prior to purchaseWe apologize; however, since your reservation is
restricted, it cannot be changed, cancelled or refunded
We are sorry we did not provide you the answer that you
are looking for and we thank you for your time
Sincerely,
Frich A***
Executive Offices

Complaint: ***
I am rejecting this response because: Priceline does not state that they did not receive two payments. They should be able to check the unique reference IDs provided by *** of:
*** *** ** *** ***
*** *** ** *** ***
Sincerely,
*** ***

"margin: 0in 0in 0pt;" class="MsoPlainText">Dear *** ***s,
We would like to take this time to contact you in regards
to your hotel reservation at the *** *** ** *** booked under Trip
Number ***
We are writing to let you know that we have received your
Revdex.com concern in our Executive OfficesWe understand that you
had some issues with the quality of the hotel during your stay
We contacted the hotel and we were advised by ***, the
hotel manager, that no complaints were
reported to the front desk regarding your issue during your stay
As a goodwill gesture, the hotel manager has advised that
they are refunding the $charge for the parkingWe apologize; however, we
will be unable to offer any compensation or refund for your reservation
We apologize for any inconvenience and thank you for
giving us the opportunity to assist you
Sincerely,
*** ***
Executive Offices

Dear Ms***,
"">
Thank you for taking the time to contact us regarding
your reservation at the *** *** for Trip Number ***
We are writing to let you know that we have received your
Revdex.com concern in our Executive OfficesWe understand that you
did not intend to purchase this reservation and you are requesting for a
refundWe apologize if you did not intend to press the "Book Now"
button in the request process; however, your reservation
is non-changeable and non-refundablePrior to submitting your request, we
presented a Contract Page for you to review and initialThe contract has the
information that Priceline will immediately charge your credit card the total
cost of your reservationOur 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,
*** ***
Executive Offices

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to meAnd they did not say check in time will be at 02:00pm when I when there.they just say they don't have any room untill 02:00pm ok but when I book I saw that guys have four rooms available .she said I don't know about that we don't have any we have been book from yesterday
Sincerely,
*** ***

Dear *** ***
We wanted to take this time to contact us regarding your reservation at the *** *** *** San Diego Downtown booked under Trip Number ***66.
We are writing to let you know that we have received your Revdex.com concernAs we understand, you are requesting a refund for the reservation as you were not able to check in right after making the reservation.
We are sorry to hear that you did not use the reservation and have reviewed your concernWe see that you booked one of our restricted reservations and asked to check in right away, prior to the hotel allowed check in timeWe are truly sorry if you were not able to check in during the hotel's check in time and it is at their discretion to allow a customer an early check inThe room was available for the night of the 17th as you had booked if you were not able to use the reservation we are truly unable to issue a refundOn the contract page provided prior to purchase it stated, "Rooms purchased through Priceline cannot be cancelled, changed or transferred and refunds are not allowed."
We understand that you are not happy with this policy, and we really wish that we could give you the resolution that you are looking for; however, your reservation is truly non-changeable and non-refundableWe are sorry we did not provide you the answers you were looking for and we thank you for your time.
Sincerely,
Bryan B***
Executive Offices

Dear Mr***,
"">
Thank you for contacting us regarding your reservation
with *** *** Rental 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 on your reservation because you did not intend on making the purchase
When submitting your request, you initialed the contract
page that indicated if your offer is accepted, we will immediately lock in your
reservation and charge your form of paymentWe are sorry if you did not intend
on making the purchase; however, your reservation is non-refundable,
non-transferable and non-changeable even if the reservation is not 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

Complaint: ***
I am rejecting this response because: Priceline did not address the issue that I had sent an email to their customer service with the details of the flight reservations I was trying to makeI specifically asked their customer service to help me return to the page that would enable me to purchase the tickets from College Station, TX to San Diego CA at the price of per ticketPriceline sent me a link that said it would return me to the reservation I was in the process of makingI also reported the issue that the priceline site had repeatedly kicked me off the site in my email to their customer serviceI can provide all of the bids that were not accepted from College Station to San Diego and I am sure Pricelines records show I didn't look for flights departing from Houston TXIf priceline didn't send a fraudulent link then they should be able to produce the email I sent requesting their help, as well as the response with the attached response and linkIt appears that this seems to be a common issue that Priceline is having with their website because most of the complaints I have read seem equivalent to mine
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 I was able to get this handled fairly by contacting the hotel directly The hotel confirmed that their location is not in the Woodland Hills area and would honor the cancellation and therefore I recieved a refund Priceline should strongly consider updating thei maps to accurate location information so they are not decieving customers
Sincerely,
Taneisha Gibson

Dear Mr***,
"">
Thank you for contacting us through the RevDex.com regarding your reservation with *** for Trip Number ***
I understand from the information you provided in your
submission to the Revdex.com that you are requesting a refund for your
reservation because you did not receive a four door car from ***I am sorry for
any inconvenience you experienced. Since
it is up to the rental company to determine the car type that they purchase for
each class of service, priceline cannot confirm or determine in advance of the
reservation purchase how many doors the vehicle will have, or the make of the
car.
Priceline advises that each class of vehicle will
accommodate a certain number of passengers and pieces of luggage, and we are unable
to guarantee door accommodations for the car type requested.
We are sorry that we are unable to assist with a refund for
the selected purchase
Sincerely,
*** ***
Executive Offices

Dear *** ***,
size="2">>
> Thank you for contacting us regarding your reservation with ***
> Airlines booked under Trip Number ***
>
> We thank you for your patience while we research this booking for you
> We submitted a request to *** *** to refund the unused
> taxesOnce the refund is completed, we will send you a confirmation of the cancelation
> It may take up to weeks for the airline to respond to our request
>
> I appreciate your patience while we continue to work to resolve your issue
>
> Sincerely,
>
> Teddi C***
> Executive Offices