Stahl Construction Company

I have received the consumer’s additional comments. As
you requested, I have again reviewed this matter and the following was sent to the consumer:
Dear [redacted]
Thank you for contacting us regarding your reservation
with [redacted] Rent a Car booked under Trip Number [redacted]
We advised on the website that "If your offer is
accepted, we will immediately lock in your reservation and charge your form of
payment".
We also contacted [redacted] and were advised that you were
not billed for a daily rate and taxes by them. They advised you elected to
purchase Roadside Extended Protection, Personal Coverage, and Extended
Protection for the total of $111.47. We are unable to offer a refund on your
reservation as requested or the additional fees from the rental partner.
I know you expect a different answer; however, there are
no other options that I can offer because of the restrictions.
Sincerely,
Teddi C[redacted]
Executive Offices

RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and a
refund in the amount of $124.07 was
issued.
Sincerely,
[redacted]
Priceine.com

Priceline conatcted [redacted] on behalf of the cosnuer and they have advised that  they will allow the guest
to keep the reservation with a 50% refund. [redacted] stated that they have refunded
$698.21.

Thank you for taking the time to contact us regarding your reservation at the [redacted]n Hill for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We sincerely apologize for the...

inconvenience. We understand you are requesting for a refund of the hotel's parking fee because you advised it was guaranteed free during the booking process. We reviewed your request and verified your reservation was used. Our records indicate, free parking was not guaranteed as a free amenity or freebie during the booking process. Also, our records show free Internet in room was guaranteed free; however, the hotel's description reflect's parking is available for a fee. In addition, the important information of your contract page that was presented prior to purchase shows a valid credit card under your name 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 the room rate. We apologize, we will be unable to issue any credits or refunds.   Thank you for your time. We hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

I have received the consumer’s additional comments. As you requested, I 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 Bureau/consumer may contact the property manager at the [redacted] Hotel & Suites [redacted] Area for any further assistance related to hotel quality claims. I am sorry that Priceline is unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
priceline.com

I have received
the consumer’s additional comments. As you requested, I 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.  I am sorry that we
are unable to assist the consumer any further in this situation.
Sincerely,
N. [redacted]
Executive
Offices

Our record indicates that a refund was issued.

Roman";
mso-bidi-theme-font:minor-bidi;mso-ansi-language:EN-US;mso-fareast-language:
EN-US;mso-bidi-language:AR-SA">A refund for 186.31 USD was issued on June
8, 2016

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.
Sincerely,
[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 although the issue can not be resolved.  Customer service named [redacted] agreed to review the offer for the room with price of 55 per night I received from Priceline if I could fax him the documentation. when I asked him to review offers priceline sent to me he advised that although he works to resolve issues at Priceline he is unable to get into the system in that way.   I have searched my email server, office and home and have been unable to locate the 55 offer document that I printed that triggered my expectation that they (priceline) would honor their "best price guarantee" - subsequently I am forced to withdraw this complaint.  thank you for your attention. 
[redacted]

Dear [redacted]
*
I am writing to let you know that we have received your
Revdex.com complaint in our Executive Offices.
 
We are sorry to learn about the difficulties you
experienced in trying to book your trip. We have reviewed our system and were
unable to find...

any authorizations or charges for the requests you submitted on
June 7, 2016. If you do see any charges or authorizations from priceline on
your account, please feel free to reply to this email and we are happy to try
assisting you further.
 
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 hope you give us another opportunity to serve you
better in the future.
 
Sincerely,
 
Nico T[redacted]
Executive Offices

I have received the consumer’s additional comments.  As you requested, I 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. I am sorry that we are unable to assist the consumer any further in this situation.
Regarding the consumer’s statement:
 
“Please take a look at the phone number they provided in their response.  1-800-xxx-xxxx This is from their Executive Offices and is another example of their ineptness.”
The email correspondence was sent directly to the consumer via email with the complete telephone contact for our Executive Offices.
Sincerely,
N. D[redacted]
priceline.com

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your hotel reservation with the [redacted] under Trip Number
[redacted]
 
We are writing to let you know that we have received your
Revdex.com concern in our Executive Offices....

We understand your
request for a full refund of your hotel reservation that was cancelled.
 
We have reviewed your concern with our chargeback team
and determined that you have received your funds back through your dispute. If
you have any additional questions regarding your refund, you may contact
[redacted] directly.
 
I hope you have a wonderful day.
 
Sincerely,
 
[redacted]
Executive Offices

Dear [redacted]
We are contacting you today regarding your rental car
reservation with [redacted] Rent A Car for Trip Number [redacted].
We are writing to let you know that we received your
Revdex.com concern in our Executive Offices. We understand that
[redacted] Rent A Car...

charged you for the insurance and you would like to be
refunded.
We apologize for the inconvenience this may have caused.
We contacted [redacted] Rent A Car and verified that you were
charged for
$206.43 for the insurance. The $558.06 is the total
charge which includes other optional items purchased at the rental counter and
are payable directly to the rental partner. Since [redacted] Rent A Car will not
refund their insurance charge, I submitted a refund request in the amount of
$96.43 which is the difference between the insurance that you purchased on our
website and the Loss Damage Waiver that you paid at the counter. The refund
request which will be reviewed by our management team and it may take up to 14
days to process. If the refund is approved, we will mail a check to the billing
address that you provided and it will take up to 2 to 3 weeks to receive the
check. Below is the billing address that we have in our record:
[redacted]
We have forwarded your issue to our rental car team to
provide a feedback to our rental partner. Rest assured that everything has been
noted and your feedback will be passed on for documentation and reference.
We apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
Sincerely,
Joe A[redacted]
Executive Offices

Dear
[redacted]
Thank
you for contacting us regarding your airline ticket reservation...

for [redacted], for Trip Number [redacted].
 We received confirmation  that the airline has authorized a full refund of the ticket.
The refund was processed on April 22, 2016 back to a [redacted] ending
in [redacted]
We
again apologize for the inconvenience that you and [redacted] experienced with
this reservation.
Sincerely,
Berna
A[redacted]
Executive Offices

Dear Ms. [redacted],
 
We wanted to take this time to contact you in regards to your hotel reservation at the [redacted] booked under Trip Number [redacted].
 
We are writing to let you know that we have received your Revdex.com concern in our Executive...

Offices. As we understand, you said that you were not given an option to place in your offer price during the booking process and that our website confirmed your request for a higher rate. We reviewed your reservation in our system and verified that the price you named was $127.00 per night and does not factor in taxes and fees. We provide the total amount that you will be charged on your Contract Page that you reviewed prior to purchasing your reservation.
 
The rate that you purchased is non-changeable, non-cancelable and cannot be changed. We searched for a reservation based on the price you offered and when we found a travel partner willing to accept the offer price, we immediately charged your card to lock in the rate and secure the reservation. Our travel partner accepted the reservation on the condition that it would not be changed or cancelled.
 
Prior to purchase, you were asked to review your reservation, including the terms associated with cancellations or changes. When you purchased your reservation you agreed to those terms. A copy of your contract page was sent to your email address for your reference.
 
We do offer our Best Price Guarantee. If you find a lower rate before check-in, please call us, and if it matches all of the conditions of our Best Price Guarantee program, we will refund the difference.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time.
 
Sincerely,
 
Israel K*
Executive Offices

I am in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
Attached hereto is a copy of the
consumer’s initialed contract page agreeing to the terms and conditions of the purchase,
including the passenger name entered...

and authorized.









Passenger
Information

[redacted]

I
am sorry that the consumer’s selected purchase is non refundable and we are
unable to assist any further in this situation.  I appreciate the opportunity to clarify.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because:Thank you Teddi for your quick response. However, I do not agree with you that you have rated this hotel properly although some of your other competitor also overate "[redacted]" as a 4.5 star hotel. As a frequent traveler as you can find how many hotels stays I had made via Priceline as your loyal member in past years, I advise you carefully investigate the hotels star levels since that information could be really misleading especially in your "express deal" and "Name Your Own Price" features. I have done some investigation for your company, this hotel used to be a 4.5 star hotel because it was affiliated under [redacted] until 31 Aug 2015. Its former name was "[redacted] New York", and [redacted] is well known for their high-end hotel. http://pointsmilesandmartinis.boardingarea.com/2015/08/[redacted]-loses-...⇄ can see the picture before, they used to have a bright well decorated lobby I guess which is now a restaurant. However, since it became this "Hotel 48lex New York", it did not carry on the [redacted] style 4.5 star but a boutique hotel in my opinion. Since I do not believe a 4.5 star does not have a decent welcome lobby, do not mention about bell boys and other infrastructures. I had stayed some 4.5 star hotels in NYC before including the [redacted] and [redacted]. I have to admit the staff was very nice to offer room arrangement for our anniversary trip. But that has nothing to do with what I complained which was this hotel was definitely not a 4.5 star, and you provided misleading information for me to stay there 5 nights that under my expectation.  The infrastructure such as the heating was so noisy both my wife and me had been waked up several times every night. And I told one of the staff he told me it was common and asked me to call the front desk for engineers.... I had been blamed by my wife many times for that.... Does that sounds a 4.5 star hotels in your professional experience if you really see how the hotel looks like? Even the cap driver did not believe that was a 4.5 star hotel when we had this conversation. 
Sincerely,
[redacted]

Dea[redacted]   Thank you for taking the time to contact us regarding your hotel reservation at the [redacted]   I understand that you are not satisfied with the resolution we provided regarding your Revdex.com complaint. I also understand that you have booked a rate for the [redacted] through the Published Price hotel option of our site where it listed a Whirlpool and Hot Tub in their Queen Room with Two Queen Beds - Non-Smoking room. We appreciate your time in reporting the issue and please be assured that we have requested the [redacted] to update their amenity information to remove this amenity in their Queen Room with Two Queen Beds - Non-Smoking room description to avoid future confusion. However, we are truly unable to offer a refund for your stay on March 24, 2017 since your contract did not guarantee a Whirlpool or Hot Tub in the room.   Again, thank you for your time and I hope you have a wonderful day.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:It is beyond petty and small to hide behind fine print in this matter.  I have used your service several times in the past and it would be a shame to lose a customer over this amount of money.  Yes, I understand that legally you are in the right.  Ethically you are not.  This is not how you treat customers if you at all value them or their business.  If that is how you want to play this matter I am more than happy to take my voice to social media to broadcast my displeasure with your service.  
Sincerely,
[redacted]