Priceline.com

From: *** ***] Sent: Friday, October 21, 3:PMTo: ex***Cc: ***Subject: refund not received after weeks Good Day, I am inquiring about a refund that should have been issued back to my account I have contacted american express, who has tried to contact your company regarding this matter Today we have been hung up on by Rachel, who is in your employ and I am including my internet chat with Kim, who answers your chat service I can only assume that this email was sent to the Revdex.com in an attempt to show that you were willing to resolved this matter That apparently was not what you had planned to do It has already been week since your representative claims to have issued this refund, yet this has not happened Kim at first tells me that the refund has been processed and then informs me it will take business day to process and should be received within ten days Which is it? Has it been processed or not? Do you actually intend to refund the said funds? Please inform me as soon as possible as I find this situation a bit suspect to say the least Below, please peruse a copy of the email I received, which was also sent to the Revdex.com and attached please find my interaction with Kim Waiting for your reply Regards, MsWilhelmena Young

Revdex.com, Inc
We are in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond
With
priceline consumers have a choiceWhen selecting priceline’s Name Your Own Price
service the terms and conditions of the purchase are disclosed prior to making
the purchase The requested information is required to make the requested purchaseConsumers who do not
wish to provide personal or payment details may opt not to submit the purchase
Thank
you for the opportunity to clarify
Sincerely,
N DAngelo
Priceline.com

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 Trip Number ***
Thank you for your prompt reply and attention to this
matter. When you submitted your request you made an agreement with
Priceline to purchase the reservation. Based on that agreement Priceline committed payment to the travel supplier
You agreed that the hotel reservation is non-changeable,
non-cancelable and non-refundable upon checkout. Your credit card company
withdrew the funds from Priceline outside the terms of this agreement so
priceline is seeking repayment for the reservation you agreed to when placing
the reservation
The non-cancelable nature of this reservation was also
conveyed by the representatives you spoke with. Please submit repayment
through the methods provided in the prior communication
Attached hereto is a copy of the initialed contract page
agreeing to the terms and conditions of the purchase
Sincerely,
N Dangelo
Priceline.com
This checkout page for trip number
*** was submitted on 2014-12-18:32:
Please Review Your Request
Star Upscale Hotel
Which hotel will I get?
CheDate:
Wednesday,
December 31,
Check-Out Date:
Friday, January 2,
Region
*** *** **
City Areas:
*** *** *** ***
*** *** *** ***
*** *** *** *** ***
CheTime:
Varies by hotelGuaranteed late
night arrival if needed
Check-Out Time:
Check-out times vary by hotel
Room 1:
*** ***
Number of Rooms:
Number of Nights:
Offer Price Per Room, Per Night:
US$
Travel
Insurance:
US$
Subtotal:
US$
Taxes and Service Fees:
US$
Priceline Hotel Coupon:
-US$
Total Charges*:
US$
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 USDper room per nightDetails
*Prices
are in US dollars
Important
Information
All
rooms will accommodate
up to adultsRequests for bed types (King, Queen, 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 chedate onlyIf you do not cheon 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 requestedPlease 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
requestedThe hotel that is selected may or may not be one that you have
seen during a hotel search on pricelineAny sorting or filtering options
previously used will not apply to this Name Your Own Price requestPriceline will immediately charge your credit card
the total cost of your stayRooms purchased through priceline cannot be
cancelled, changed or transferred and refunds are not allowedIf
your offer is not accepted, your credit card will not be chargedPriceline will immediately charge your
PayPal account the total cost of your stayRooms purchased through priceline
cannot be cancelled, changed or transferred and refunds are not allowedIf
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 checkoutThese 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 belowRemember 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
*** ***
I have read, accept and agree to abide by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of CoverageI have read, accept and agree to
abide by priceline.com's terms and conditions and privacy policy

I am in receipt of the
complaint initiated by the above-mentioned consumer and appreciate the
opportunity to respond
According to Mr***, he
selected Priceline's Name Your Own Price hotel service and chose the area
labeled *** ***; however, received hotel accommodations in the *** area
and not the *** *** area
Once the consumer selects his/her
desired area(s), and provides all the details of the trip on our website, we
summarize the consumer’s request on the checkout/contract pageThe consumer is
then asked to review his/her request and initial the box at the end of the
summary to authorize the terms and conditions of the selected purchase, and
confirm that the travel details, including the area(s) selected, are accurate
In the event the consumer’s offer summary shows a mistake, or incorrect city
area, the consumer can go back and change it before he/she clicks "Buy
Now."
Attached hereto is a copy of Mr***’s initialed contract page agreeing to
the non-refundable, non-changeable terms and conditions of the purchase, as
well as authorizing the city area of *** for his hotel room location
Attached hereto, please also find a copy of the Name Your Own Price website
listing the area map for the *** *** region for selectionPlease note
that #6-*** *** is listed directly below #5-***
Upon contacting Priceline, Mr***
was offered the option to cancel and resubmit for the correct areaWith this
option, we charge a one night cancel fee at the time of cancellation, and if
the customer rebooks a new reservation we refund 50% of the cancel feeOur
record indicates that Mr*** declined this option
Additionally, in efforts to assist
the consumer and as a goodwill gesture, Priceline contacted the hotel partner
to inquire if they would allow an exception to the cancel policy, and they
advised that they were unable to offer a full refund and a one night cancel fee
would apply
We are sorry that the consumer’s
selected purchase is non-refundable and non-changeable, and we are unable to
assist with a refund
Sincerely,
** ***
Priceline.com LLC

Dear Mr***,
"">
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
Revdex.com concern in our Executive OfficesWe understand that you
did wanted to change your hotel as it is not in the area you wantedYou
purchased a non-refundable reservationWe did verify that your confirmed hotel
is in the shaded area that you reviewed during the request processWe
apologize; however, we will not be able to cancel or change your reservation
We also sent a separate email that contains a copy of
your contract pageThis page displays the area(s) and terms and conditions
that you reviewed prior to purchasing your 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

Dear MrPisipati,
"">
Thank you for contacting us through the RevDex.com regarding your reservation with *** *** *** *** for Trip
Number ***
I understand from the information that you submitted that
you do not believe that the hotel you received when you named your own price
for the reservation was equivalent to a four star hotel that you requested it
to be. I am sorry that you feel that you
were not given a hotel of the quality that you believed you should have
received. I did check the hotels
services and amenities and guest satisfaction information and found that it
does meet the priceline qualifications for a four star rating. After priceline guests have stayed at the
hotel and filled out a survey they were sent about the hotel, they responded
with an 87% positive rating. Each travel
web site creates its own rating system for the hotels that participate with the
web site and again, priceline believes that the rating is correct for this
hotel.
Priceline does advise customers prior to their purchase
being booked, that they will be required to provide a credit card at check in
for any incidentals the hotel may charge directly to the guest, which might
include resort fee, parking, phone calls, etc.
This information is provided prior to the booking so that customers are
aware that these charges are not included in the amount paid through priceline
because at that point in the booking process the system does not know which of
the participating hotels in the zone the customer has chosen will accept the
offer price and dates requested
I am sorry that our Customer Service fell short of your
expectations when you spoke with them about the hotel ratings and the fees that
you determined would be charged by the hotel.
Any violations of customer service guidelines will be addressed with the
representatives through a management feedback process if required
I did speak to a hotel representative after your check
out date and was advised that you did not voice any complaints about the hotel
or the staff during your stay at the hotel.
I am sorry that priceline will not be able to offer you a refund of the
reservation that you requested
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
Sincerely,
Steve Kozloski
Executive Offices

HiPlease see the response below that we have provided to the customerThanksDear *** ***
*
Thank you for taking the time to contact us regarding your
vacation package reservation for Trip Number ***
We are writing to let you know that we received your Revdex.com concern in our Executive Offices
We apologize for the difficulty you encounteredWe understand you requested for your specific seat assignmentsWe reviewed your request and confirmed your reservation was usedWe reviewed your information further and verified that advanced seat selection is entirely dependent upon your airline and because airlines may change aircraft and seat assignments prior to departure, specific seating requests are not guaranteedOptional Services such as pre-reserved or priority seating, in-flight entertainment, Wi-Fi, pets, dining, etcvary by airline and flightPlease note, not all airlines offer complimentary pre-reserved seating on all flights and some airlines offer premium seating options for a fee that is payable to themYou may visit your airline's website or contact your carrier directly to view their pre-reserved seating policy and, if available, request your desired seats
Thank you for your time and we hope you find this information helpful
Sincerely,
*** ***
Executive Offices

Hi. Priceline uses a third party for all cruise bookings and customer service. We have forwarded the customer's feedback to our third arty cruise company and they have follwith the following response:
face="Calibri">We have sent the customer a new $coupon code on Friday evening via his email, I also have called the customer and left him a voicemail

I have no business in *** ** therefore no reason to select said areaI needed a room in *** ** area which I selected (zone according to priceline website when I made selection)How I ended up with *** I have no ideaI can possibly support my claim as I have attempted to book same area with different card and was unsuccessful.
I have used your services previously and enjoyed them but this time I feel I'm paying for an error that wasn't caused by me, which if not corrected I will not use priceline again and will dedicate my time in exposing my issue with priceline via web venues.
I have noticed that I'm not the first individual to have similar issues with your company, according to complaints on Revdex.com and other sites.
If I can do more to provide info so you can correct this error caused by priceline.com please let me know
P.SI have not stayed at the hotel as I have previously mentioned because transportation fees would be well over $each direction and found it a better deal to just walk into the nearest hotel and get a room.
Complaint: ***
I am rejecting this response because:
I have received the email directly from the business and expressed in a reply as follows;
Sincerely,
*** ***

Dear Dana,
We are sorry to know that you flight have been cancelled and
you are unable to make the trip to Penang; however, we are unable to resolve
your issue via e-mail
In order to better assist you, we have made
arrangements for you to speak with a Customer Care
ConsultantPlease call us at
###-###-####, and be ready to enter your trip number (*** when
prompted
We apologize for any inconvenience and look forward to hearing
from you
Sincerely,
Jagadesan A
Customer Service
Specialist

">Trip Number(s): ***
Customer or Passenger's Name(s):
Robert Cohen
Dear MrCohen,
Thank you for taking the time to
contact us regarding your reservation with *** Corporation 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 wanted a 4-door car for this reservationAs
stated on our website and the Contract Page we presented to you before booking,
our rental car partners strive to honor your request for car type (economy,
full size, SUV etc.), your requested car type is not guaranteed to be
availableSpecific cars, makes and models are not guaranteed and listed car
makes and model are for example onlyWe are sorry; however, the reservation
you selected is restrictedThis is non-cancelable, non-changeable and
non-refundableThe restrictions of your reservation were also stated on the
Contract Page which we asked you to review and initial before booking
We are sorry we did not provide
you the answers you were looking for and we thank you for your time
Sincerely,
Berna Abelida
Executive Offices

Dear MsKoch,
We are contacting you today regarding your reservation at
the Holiday Inn Resort Daytona Beach Oceanfront for Trip Number ***
We understand that you had some issues with the hotelWe apologize that
you were unhappy with your hotel
accommodationsThe reservation that was
purchased was a star hotelWe evaluate each participating hotel on many
different criteria, including cleanliness, guest satisfaction, décor, etcWe
are sorry to hear that your hotel fell short of this expectation during your
stayWe appreciate your feedback and we have contacted the appropriate people
at the hotel to share your concerns
***, Hotel Manager, advised that
you were given a free room upgradeShe also advised that you left the hotel
however, you informed them that you were coming backSince we are unable to
refund your hotel reservation, we have sent a separate email that contains a
Priceline Hotel CouponWhen you are ready to redeem the coupon, please click
the link inside of the email and please make sure to review the terms and
conditions carefully
We apologize for the inconvenience and thank you
for giving us the opportunity to assist you
Sincerely,
Zadhy
Solinap
Executive Offices

I
have received the consumer’s additional commentsAs you requested, I 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 correspondence As
noted on the consumer’s contract page, the consumer selected a star and not a
star property as claimedAdditionally, the hotel manager, *** advised that
the hotel did not charge the guest for Internet use as claimedWe are sorry that we are unable
to assist the consumer any further in this situationThe Bureau/consumer may
contact *** at the ** *** *** *** directly at following contacts for
any further assistance or claims regarding this matter
** *** *** ***
*** *** *** ***
*** ** ***
Phone Number:
*** ***
Fax Number:
*** ***
Sincerely,
** ***
priceline.com

Dear Mr***,
Roman">
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 received your
RevDex.com concern in our Executive OfficesWe understand
that you are
requesting for a refund of the reservation as you were
informed by
airline that the reservation you purchased on our site
was not paid and
you had to purchase a new ticket directly with the them
To ensure that we can address all your concerns, we are
currently in
contact with the airlineIt may take 2-weeks for them
to provide a
response to our inquiryPlease be assured that we will
follow up with
the airline concerning your issue, and inform you
accordingly
We apologize for any inconvenience and truly appreciate
your patience
while we try resolve this issue for you
Sincerely,
*** ***
Executive Offices

Complaint:
I am rejecting this response because: FIRST OF ALL, THE RESPONSE FROM PRICELINE IS INSULTINGIT ADDRESSED ONE SMALL PART OF THE COMPAINTIT DID NOT ADDRESS THE QUALITY ISSUE OR THE MISREPRESENTAITON OF THE HOTELNOT TO MENTION THAT I WAS COMPLETELY UNSATISFIEDI AM APPALLED BY THIS RESPONSE AND THE LACK OF CUSTOMER SERVICEIT IS MOST CERTAINLY NOT OK TO TREAT CUSTOMERS THIS WAY
Sincerely,
Kristen Negri

Please see the response we sent to the customer who rejected our original response.
*** *** ***
Thank you for taking the time to read this email
We wanted to let you know that we understand your frustration and we are saddened to read you rebuttal letter
We reviewed your case again and unfortunately, we cannot offer additional refundWe were able to correct the error as soon as we were made aware of it
We can only offer the 20% refund that was already issued
We are sorry we did not provide you the answer that you are looking for and we thank you for your time
Sincerely,
*
*** ***
Executive Offices

HiPlease see the response below that we have sent to our customer. Thanks
*** *** ***
face="Calibri">Thank you for taking the time to contact us regarding your airline reservation for Trip Number ***
I am writing to let you know that we have received your Revdex.com concern in our Executive Offices
We understand that you would like to cancel this airline reservation
Our records show that the rate you purchased is non-changeable, non-cancelable and non-refundableThe flight details will be revealed as soon as you bookDuring the booking process, the international flight that you requested, from *** *** *** *** ** *** ** ***, shows the following:
Departs between: 4pm ? 12am
? stops
3h max layover
Overnight possible
The return flight from *** ** *** *** *** *** *** shows the following details:
Departs between: 3pm ? 11pm
? stops
3h max layover
Overnight possible
This information was presented to you prior to purchase when you were asked to review your reservation, including the terms associated with cancellations or changesWhen you purchased your reservation, you agreed to those terms
The reservation was confirmed with a direct flight from *** to *** and returns from *** directly to *** with no connection/stop in both flights
However, despite of the restrictions, as a one-time exception, we can cancel this reservation for a refundShould you wish to cancel this airline reservation, please contact us at: 1-866-966-before 11:PM ET today, December 17, Cancellation or refund will not be available after this time
The Executive Office hours are 9:a.mto 8:p.mEastern Time, Monday through SundayYou will need to enter your Trip Number, which is ***, when you contact us
After the Executive Office hours, you may contact our Customer Service Department ** *** for assistance in cancelling this reservation
Please note that the number provided above is a United States phone number and you may incur toll charges when calling from outside the *** *** or ***
We look forward to assisting you and resolving your issue
Sincerely,
*** ***
Executive Offices

According to
the consumer, she/he did not authorize credit card purchases with
priceline.com
The consumer states:
“I am rejecting this response because:
I did not authorize this purchase! This was
done fraudulently on my charge card, I DID NOT put my initials in the box and I
DID NOT accept the terms as you show in your response back to meSome how this
was done fraudulently.”
In
cases where unauthorized charges are placed on a credit card account as alleged
by the consumer, the credit card holder must report the claim to the credit
card-issuing bank The bank
will investigate the credit card holder’s claim, and
priceline will always assist with any investigation inquires
We are
sorry that we are unable to assist the consumer in this situation
Sincerely,
* ***
priceline.com

Complaint: ***
I am rejecting this response because:
Sincerely,*** *** I am NOT seeking a full refund but I do feel the dollar charge for mistake is too much you guys only did like five minutes worth of work I put my information and hit a button and then all of sudden I was charged
Dear *** ***,
This confirms that we have cancelled your reservation for Trip Number ***
If you purchased the reservation today, you most likely have not been charged, in which case the only transaction to your account will be an authorization, which will drop off within hoursIf you were charged, your refund would post within to business days
Thanks again for using priceline.comWe hope that you visit www.priceline.com for all your future travel needs
Sincerely,
The priceline.com Customer Service Team
P.S-- Please do not reply to this e-mail - e-mails sent to this address will not reach an agentTo e-mail us, please visit the priceline.com website
Dear *** ***,
This confirms that we have cancelled your reservation for Trip Number ***
If you purchased the reservation today, you most likely have not been charged, in which case the only transaction to your account will be an authorization, which will drop off within hoursIf you were charged, your refund would post within to business days
Thanks again for using priceline.comWe hope that you visit www.priceline.com for all your future travel needs
Sincerely,
The priceline.com Customer Service Team
P.S-- Please do not reply to this e-mail - e-mails sent to this address will not reach an agentTo e-mail us, please visit the priceline.com website

Complaint: ***
I am rejecting this response because:
After reading your response, I am disappointed that Priceline refuses to rectify the situation This company is more concerned with disproving my claim that this hotel was below satisfactory conditions and does not deserve a star rating I challenge you and your colleagues to make a trip to this hotel and review the conditions, in person I can provide you with any hotel within a mile radius of my current home address (*** **) and demonstrate what a true star hotel has to offer I will continue to be firm on my statement, the "Name you Price" feature mislead and provided advertisement that the *** *** *** met the quality standards of a star hotel This situation has nothing to do with the hotel staff or *** *** executive team since my booking was done through Priceline Instead of making an attempt to keep me as a customer of Priceline, which I have been for many years prior to this incident, you have chosen this path that will not end well for the reputation of your service I was not provided the appropriate service and since I did not complete my stay at the *** *** ***, Priceline has knowingly executed the payment transaction without merit and I request a full refund I will inform the Revdex.com that I would like to escalate my complaint and ensure that future customers are aware of the neglect and disregard showcased by Priceline
I look forward to you accepting my challenge and would suggest you reconsider your decision.
Sincerely,
*** ***