Stahl Construction Company

I am in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
The consumer
requests a refund due to a change in plans and states:
  
Customer’s Statement of the
Problem:
I booked a hotel room...

in [redacted] through Priceline. I prepaid the room on
my credit card. I no longer need the room and would like a refund but they are
unwilling to do that. I asked to get a call or get an email from a supervisor
and that request was denied also
  
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.
 
I
appreciate the opportunity to clarify this matter.
Sincerely,
[redacted]
Priceline.com
 
 
This checkout page for trip number [redacted] was submitted on 2015-01-29
12:52:58



Please
Review Your Request















































3 Star Upscale Hotel, Tampa
Airport West Area




















Which hotel will I get?

Check-In Date:

Thursday, July 2,
2015

Check-Out Date:

Friday, July 3,
2015

Region
[redacted]

City Area:

[redacted]

Check-In Time:

Varies by hotel. Guaranteed late
night arrival if needed.

Check-Out Time:

Check-out times vary by hotel

Room 1:

[redacted]

Number of Rooms:

1

Guaranteed Amenities:

Fitness Center, Business Center,
Guest Score 7/10 or Higher

Number of Nights:

1













 























Offer Price Per Room, Per Night:

US$ 70.00






Travel
Insurance:


US$
5.00






Subtotal:

US$ 70.00

Taxes and Service Fees:

US$ 16.58

Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:

US$ 86.58

Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired

*Prices are in US dollars.



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Important Information
All rooms will accommodate up to 2 adults. Requests for bed
types (King, Queen, 2 Doubles, etc.) or other special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.
Reservation is guaranteed for arrival on the confirmed
check-in date only. If you do not check-in on the
first day of your reservation and you do not alert the hotel in advance, the
remaining portion of your reservation will be canceled and you will not be
entitled to a refund.
If priceline accepts your price, priceline will book your
reservation in a property with an equal or higher star level than you
requested. Please note it is possible that the hotel you are booked in could
be a Resort, which will meet or exceed the minimum qualifications of the star
level you initially requested. The hotel that is selected may or may not be
one that you have seen during a hotel search on priceline. Any sorting or
filtering options previously used will not apply to this Name Your Own Price
request. Priceline will immediately charge your credit card the total cost of
your stay. Rooms purchased through priceline cannot be
cancelled, changed or transferred and refunds are not allowed. If
your offer is not accepted, your credit card will not be charged. Priceline will immediately charge your
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your offer is not accepted, your PayPal account will not be charged.
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specific service fees or incidental charges or fees that may be charged by
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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.




I[redacted]

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

This really more than anything else was / is about horrible customer service.  The response was the third (all different) explanation that I have received from Priceline.  No consistency and very poor customer service.  I will not be using their services going forward and think they should stop the false advertising when it is not true. Thank you.

Thank you for contacting us regarding your hotel reservation at the [redacted] for Trip Number [redacted].   I am writing to let you know that we received your concern in our Executive Offices. As I understand, you are requesting for a full refund because you...

wanted to have a bedroom and a kitchen.   We researched your issue with the hotel and we verified that the unit you were confirmed on is a Studio Suite. The room have a kitchenette which includes mini fridge, microwave, toaster and coffee maker. Guest are allowed to cook however they will have bring their own burner as the hotel will not be able to provide electric stove or burner.   We have reviewed the terms and conditions of your reservation and verified that full kitchen was not guaranteed. It was noted in the checkout page that condos typically offer more spacious accommodations, which may include a kitchen or kitchenette.   We verified from the hotel that the reservation was not used and we requested a refund on your behalf. The hotel approved a full refund. We processed a full refund for the amount of 658.98 USD. Our system will process the refund within 1 business day. Bank processing time varies and may take few days. If it isn't there after few days, we suggest you contact your bank.   As a gesture of goodwill I would like to present you with a priceline.com coupon code that you can apply towards a future Express Deals hotel reservation, booked on priceline.com.   Coupon Code: [redacted]   The above coupon code will give you 20% discount and will expire 7/1/2018. This is a single use Express Deals hotel coupon valid on a future hotel Express Deal booking. Discount applies before taxes and fees.   We apologize for any inconvenience and looking forward to serving all of your travel needs.   Sincerely,   [redacted] Executive Offices

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

We understand that you have issues with this hotel reservation.   We apologize for the confusion. We appreciate your feedback and noted this on our records as we continue to improve our service and avoid further confusion.   Our records show that the rate you purchased is non-changeable, non-cancelable and non-refundable. The hotel name is revealed after purchase and we did not guarantee that the hotel you will receive will have a pool. This information was presented to you prior to purchase when 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.   Since we are unable to change any part of the reservation, as a one-time exception, we have canceled this booking and your refund has been processed. A refund for $180.82 was issued today, April 6, 2017. We will issue a refund to your bank within one business day. Your bank will then post it to your account. The bank processing time varies so please check with them if you do not see it in your account within a few days.   I hope you find this information helpful and we thank you for your time.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
Dear Revdex.com,
I am rejecting this response because: My issue with Priceline was what I got became different with what I agreed to pay for. And this issue was not resolved with the irresponsible respond you received from Priceline. Please see attached files:A0: The screen shot before checking out, indicating my choice of room and price [redacted], $329 per room per night"A: My itinerary after booking from Priceline, showing my room is a regular [redacted] with free breakfastB: Customer service reply from Priceline/[redacted] promising to double check with hotel and found out they reserved the wrong type of room for me, yet still asking me to confirm it.C: My back and forth email with customer service who keeps on informing the "Free breakfast [redacted]" was what my booking was.D: Customer service accusing me of choosing the wrong option on their website and non-nonsensical proofs that were rejected by me and my request for Priceline to correct my order to what I asked for ( attachment ** and the responds letter Revdex.com got from Priceline.com)E: Priceline requested an additional charge of $89 to correct the mistake they made.I have already cancelled my booking with Priceline.com and got a full refund, so I am only asking for an apology for wasting my time and admit their mistake.After this incident, I have looked up Priceline reviews on yelps and many other sources. It seems like there are hundreds of complaints and negative feedbacks about this company, and mostly is related to their reputation is dishonesty and customers feel cheated and wrongfully treated. With a ONE STAR rating (which is very rare) on some of the most well known customer review sites, I do not understand why would Revdex.com rate this business with a A+ ranking. I would sincerely hope Revdex.com take initiative and help Priceline become a more trust worthy brand. But personally I will never use their service again.
Sincerely,
[redacted]

[redacted]   We are contacting you today regarding your reservation at the Q[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...

would like to change or cancel your reservation because you read bad reviews about the hotel and the price that you paid is higher than the published rate. We apologize for any inconvenience this have caused.   We see that your issue has already been resolved by one of our Customer Service representatives. Your reservation has been canceled for a full refund of 232.53 USD. The refund will be processed back to the same card that was used to place the request. Your refund will be processed by our system within one business day and your bank will post the refund back to your account. Bank processing time varies so please check with them if you don't see the refund posted to your account within the next few days.   We apologize for the inconvenience and thank you for giving us the opportunity to assist you.   Sincerely,   [redacted] Executive Offices

Complaint: 1[redacted]
I am rejecting this response because: I made numerous attempts to contact Priceline as advised in a phone message I received. The person did not leave a direct number to reach them. They also did not identify themselves. As I have in the past I spent hours on the phone on hold transferred several times. I was also disconnected and  told to call [redacted]The company continues to conduct business dishonestly. Just to recap I was told to get trip insurance so I had nothing to lose if I cancelled trip. To this day their employees continue to promote that "nothing to lose"  sales pitch to try to sell insurance. Who will reimburse me ? Not only for the flight and fraudulent trip insurance but the approx. 100 hours & dollars of lost time at work over the last year trying to recoup these charges. Sincerely [redacted] 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because their explanation -- "...due to changing inventory, the reservation we offered was no longer available at the time we attempted to book it..." reflects a problem Priceline encountered with one of its partners. It should not relieve Priceline from an obligation to fulfill what it advertises on its website. All Priceline is saying, in effect, is "bait and switch happens from time to time in the travel industry...too bad for the customer." Priceline should honor the prices it advertises and resolve the difference with the companies whose inventory it sells. If, as Priceline suggests, this is a rare occurrence, then why on earth wouldn't they make any attempt to resolve the problem out of customer goodwill if not sound business practice? This is a horrible example of customer service.
Sincerely,
[redacted]

D[redacted]
* Thank you for taking the time to read this email.   I am writing to inform you that I have finally confirmed the refund with the [redacted] [redacted]. The refund for 69.54 USD was issued today, September 30, 2016. Your refund will be...

processed through our system within one business day. If you need to check the status of your refund after a few business days, please contact your bank directly to inquire about their processing time.   Thank you for your patience while we reviewed your issue and please feel free to reply to this email if you have additional questions.   Sincerely,  
[redacted] Executive Offices

Our records indicate that a customer service representative spoke with the customer;  they no
longer wanted to cancel the reservation and they wanted to make certain that the reservation is still
active. We confirmed  that we have not cancelled the reservation. The customer was satisfied...

and had no other
concerns. We have also confirmed with the hotel that they did not cancel the
reservation on their system so the customer can use it.

Complaint: [redacted]
I am rejecting this response because:As I had stated in the dispute phone call, "[redacted]" was not supposed to be selected, as the destination of the hotel was over 1-hour drive South of [redacted]... no longer in the [redacted] city limits. The website showed false advertisement, as "[redacted]" was supposed to still be inside the city limits; instead, the hotel we were given was over an hour drive south of the destination. As such, I called immediately after being given the wrong wrong, and requesting a different room within minutes of the faulty reservation. I received no help from Priceline customer service.  I find fault with the company not fulfilling an accurate hotel request and still charging my account for a room that was not correctly matched.
Sincerely,
[redacted]

We have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. The
consumer selected a Published Price reservation from a list of properties and
room rates, including guest reviews about the overall quality, cleanliness,
location, and amenities for the property. Upon review of this information, the
consumer chose to select the [redacted]. We are sorry that the consumer is not satisfied
with the quality of his/her accommodations at the [redacted].  This matter clearly concerns claims that can
only be validated and addressed by the property selected by the consumer. I am
sorry that we are unable to assist the consumer any further in this situation
and suggest that the consumer contact the property manager of the [redacted] for any further
assistance.
Sincerely,
[redacted]
priceline.com

Complaint: [redacted]
I am rejecting this response because: it hasn't been resolved.I provided this information in my initial message but her it is again. TRIP NUMBER: tel: [redacted]EMAIL: [redacted]
Sincerely,
[redacted]

[redacted]   Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted]   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We further reviewed your issue to make sure that we did not miss anything that might offer a favorable resolution. As stated on your fare rules, the tickets are non-refundable. Since you agreed to the final cancellation penalty of $300.00 per ticket and cancelled the booking, we will be unable to refund any additional amount. We apologize if you are dissatisfied with our service. Customers are our number one priority, and we work hard to make your experience with us a positive one. Your feedback is appreciated.   We are sorry we did not provide you the answer that you are looking for and we thank you for your time.   Sincerely,   [redacted] Executive Offices

I understand that this not acceptable for you. I have escalated your case to our higher management and I was approved to process a good will refund for $70.00, per your request. You are no longer qualified for the Best Price Guarantee but we will be refunding you as one-time exception because we...

appreciate your business. The $70.00 will be available in your account in 3-4 weeks. We apologize for the inconvenience and thank you for giving us the opportunity to assist you. Sincerely, [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:
The image provided is exactly representative of what I clicked on when I chose to book the room.  Priceline then apparently switched to give me something different.  These questionable business practices and customer service have unfortunately revealed the true nature of pricelines ethics. 
Sincerely,
[redacted]

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.
Dear Ms. [redacted], Thank you for taking the time to contact us regarding your hotel reservation at the [redacted] for Trip Number [redacted]. We are writing to let you know that we have received your Revdex.com concern in our Executive Offices. I understand that you have issues for this reservation. In order for us to research this further, please send us the screenshot of the lower rate that was offered to you after you've booked this reservation. You may send it as an attachment using PDF or JPG format and be sure that it is no larger than 2MB. Any attachments that do not meet this criteria are considered potential for spam/malware/viruses and are stripped from the email of our corporate email account. I look forward to assisting you and resolving your issue.
Sincerely,
Jenn H[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:They still did not accept responsibility for the issue. Their response claimed the same possibilities that their support technicians claimed, which are that the prices fluctuate often and “while processing it, the inventory of our travel partners changed as affected by their availability”. As I’ve stated, I understand that the prices change, and can change quickly and randomly, but they are not acknowledging the fact that the same (lower) price was listed every day I checked, sometimes twice a day on different computers. They do not acknowledge that every time I wanted to purchase that lower priced ticket, the price instantly increased.
I wanted to stay away from flat-out accusing their site of falsely listing lower prices as available, but to me, this is clearly what is happening. The site shows lower prices to entice lesser aware customers to purchase when the price ‘suddenly’ increases.
This is not an honest business practice and Priceline should be ashamed.
Sincerely,
[redacted]

We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We understand that you are requesting for a full refund of your reservation due to quality concerns during your stay. We are sorry to hear that your hotel fell short of your expectation...

during your stay. We appreciate your feedback and documented it for future reference. We have contacted the appropriate people at the hotel to share your concerns; however, they will be unable to offer a refund or compensation. The hotel has charged us in full. However, as a gesture of goodwill, we came to a decision to process a full refund for you. This refund is not intended to place a value on your experience. It is meant to emphasize our commitment to you as our customer. Your refund has been processed. A refund for 80.45 USD was issued today, January 6, 2018. The refund will be processed through our system within one business day. Your bank that will post the refund to your account. Bank processing time varies, so please check with them if you do not see the refund in your account within a few business days. Once again, [redacted], our apologies for the inconvenience you experienced with this reservation. Sincerely, Executive Offices

Dear [redacted],
 
Thank you for taking the time to contact us regarding
your reservation with Avis 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 you were requesting to cancel your
reservation and get a refund. We reviewed your booking and verified that you
selected a restricted rate. When you submitted your request, we immediately
locked in our rate to secure your reservation. We apologize; however, 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[redacted]
Executive Offices