Stahl Construction Company

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.
The full amount was deposited to my account on May 2,...

2016.  Thank You so much for your intersession.
Sincerely,
[redacted]

We have received the consumer’s
additional comments. The consumer’s selected reservation
is restricted and is non-refundable and non-changeable. However, in efforts to assist
the consumer, we have reached out to our hotel partner and they are currently
allowing an exception to the no-cancel policy and will allow a cancelation with
no penalty. In the event the consumer wishes to proceed with the cancelation
option, the consumer must contact us as soon as possible and our Executive
Offices will again contact the hotel to determine if the hotel is still
allowing the exception. Please contact us directly at: ###-###-####. The
Executive Office hours are 9:00 a.m. to 6:00 p.m. Eastern Time, Monday through
Saturday.  The consumer must enter the
Trip Number, which is [redacted]93, when contacting us. At this time we understand from the consumer's comments that he/she wishes not to cancel the reservation.
Sincerely, N. D’[redacted] -Executive Offices











2/22/2016






Complaint

I have made a reservation with priceline for Feb 13 midnight, but it took 12:05 am time as my pickup for car. Later I found better deal with [redacted] and contacted the priceline to cancel or honor this. There is no way for me to select exactly 12:05 am time (I can either select midnigt or 12:30am)in...

the calendar for [redacted]. I could not able to replicate exact time as the priceline. So the customer representative said they are helpless because I cannot show the price for 12:05am pickup time. Even in priceline there is no option to choose 12:05 am but it took it on its own.







Desired Resolution

I have spent almost 2 hrs with customer representatives and lost hope. I just want them to give the money that they owe for my time and correct the error that is in their system. May be application code.

Consumer Business Dialog

The consumer states:
Customer’s
Statement of the Problem:
I went on Priceline to book a Hotel in [redacted] area. I
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 chose. I then...

went
on live chat with [redacted] and he refused to fix the situation. I explained to
him that it was not even in the same area as the one I booked. He stated that
there would be no changes made. He refused to change it a Hotel in the area I
picked. For this reason I had to find another place to book a Hotel. I am out
the money I spent on the hotel. Additionally, 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- [redacted] and the priceline
representative [redacted].
 












Chat Start Time:

07/30/2015 13:28:33 PM

Chat End Time:

07/30/2015 13:51:45 PM

Agent:

[redacted]-chat | Jan [redacted] | CallTech | [redacted]

 



Log Started Thu Jul 30 10:28:30 PDT 2015
[10:28:33] You have been connected to [redacted].
[10:28:42] [redacted]: Hi, [redacted]! Thanks for choosing to chat with us today. How
may I help you?
[10:29:48] [redacted]: I booked a hotel and I picked [redacted].
After the Hotel was booked it changed it and automatically picked a hotel in
[redacted] which is a neighboring town. It is too far from where we need to
be
[10:30:06] [redacted]: [redacted], 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
reservation. Please give me 2-3 minutes to review your information and
determine if you received a hotel within the designated area.
[10:31:43] [redacted]: Thank you so much for waiting, [redacted].
[10:31:48] [redacted]: No problem
[10:31:55] [redacted]: Thank you.
[10:31:59] [redacted]: [redacted], 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] [redacted]: Ok, it is not where I specified. I picked [redacted]. It is 15 miles from the area I picked. I will need a refund or change

[10:33:35] [redacted]: When booking this type of reservation
you had the option to select your desired area or areas where you wanted to
stay. Each area comes with a map that illustrates its coverage to give
customers an idea where the hotel can be possibly located. After 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
presented. I 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] [redacted]:
Ok, at this time I will need to contact my credit card company to file a
charge back for fraud. This is not what I paid for.
[10:34:40] [redacted]: I'm sorry to hear about that, [redacted].
[10:34:42] [redacted]: [redacted], as a consumer, it's at your discretion to contact
your credit card company or bank about any transaction. I will document your
record that this is what you advised us you will do. We will provide them
with any requested information regarding your purchase.
[10:34:43] [redacted]: It was not within the area I picked
[10:35:19] [redacted]: [redacted], 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] [redacted]: Great Customer Service by the way.
[10:35:39] [redacted]: Show me
[10:35:46] [redacted]: [redacted], I apologize if the answer I'm providing are not the
ones that you're looking for. I would like to thank you for chatting with us
today.
[10:36:12] [redacted]: So you are not willing to provide proof?
[10:36:34] [redacted]: Because I have screen shots showing what you are
saying is wrong
[10:38:06] [redacted]: [redacted], 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] [redacted]: Hi, [redacted], I have not received a message from you in a
while, are you still available to chat?
[10:40:22] [redacted]: Heres the deal. I'd love to get
this worked out. I just went on your website and determined what you are
saying is wrong. Why you have to be such a [redacted] I don't know. Maybe you were
bullied as a kid and feel that you can get revenge by stealing and lying.
Whatever works.
[10:40:50] [redacted]: There are so many other places to book a hotel. Why
the bait and switch and lies
[10:41:01] [redacted]: Are you there
[10:41:02] [redacted]: [redacted], 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 issue. Please chat back with us again if you
need assistance on another matter. I’d like to thank you for chatting with us
today.
[10:41:23] [redacted]: There are other options. You aren't willing to do
them
[10:41:44] [redacted]: [redacted], 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] [redacted]: Thats a choice you are making. And my Choice is to
charge back through my credit card company that is my policy. I guess we all
have to stick by our policies right
[10:42:50] [redacted]: I have this documentation of your refusal to provide
what I have paid for
[10:43:10] [redacted]: I'm sorry to hear about that, [redacted]; however, that would
entirely at your discretion.
[10:43:33] [redacted]: Just like it was your discretion not to provide what
I paid for right?
[10:44:10] [redacted]: Hello?
[10:44:16] [redacted]: [redacted], our ability to change or cancel a reservation
depends from our partner's policy.
[10:44:46] [redacted]: No, the hotel choice was made by you and your
company
[10:45:00] [redacted]: Your reservation is restricted and I won't be able to
change or cancel it for you.
[10:45:00] [redacted]: It isn't a change, it is providing what I paid for
[10:45:47] [redacted]: Well, my hands are tied. I can not give away free
money. All 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] [redacted]: Charge backs cost the company more time and money
than simply providing what was paid for
[10:47:36] [redacted]: And so, the great customer service continues as you
ignore me
[10:49:36] [redacted]: I will take your lack of response as failure to
provide service. I will use this documentation. I have requested what I paid
for and you are failing to respond and offer what was paid for.
[10:50:05] [redacted]: [redacted], I apologize however, there are no other options I
can offer that would result in a different outcome for your issue. Please chat
back with us again if you need assistance on another matter. I’d like to
thank you for chatting with us today.
[10:50:59] [redacted]: 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] [redacted] has left the session.
[10:52:12] [redacted] has left the session. Log Ended Thu Jul 30 10:52:12 PDT
2015

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.  The consumer states: “I have copies of all the transactions and correspondence with
[redacted].com.”  
For any
assistance related to [redacted].com purchases, please contact [redacted] at
[redacted].com (contacts below).
 
[redacted]
Phone:
[redacted] | Fax: [redacted]
Address:
[redacted]
Website: www.[redacted].com
 
In the event that the consumer purchased the reservation with
priceline.com, we ask that the consumer provide the 11 digit Priceline Request
Number for review.
 
Thank you for the opportunity to clarify.
 
Sincerely,
[redacted]
Priceline.com

Complaint: [redacted]
I am rejecting this response because: it has been over a week since the business sent me that email and they have not done anything. I still would like them to take care of the $37.31 charge. I have not heard from this business since June 10.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:
I maintain that this contract was deceptive and unethical, but I will pay the amount listed to avoid having to experience any more of the worst customer service I've ever had through Priceline. I ask that the Revdex.com make a record of this complaint in hopes that if enough people complain, Priceline will lose its accreditation and suffer a slow and painful descent into bankruptcy.
Sincerely,
[redacted]

Dear [redacted]Thank you for taking the time to contact us regarding
the airline portion of your vacation package with [redacted] Airways under Trip
Number [redacted]We are writing you today because we received your
Revdex.com concern in our Executive Offices. We understand...

your
concern regarding the fees associated to rebooking your tickets.We have
reviewed your request and a decision has been made to cover your $150.00 per
ticket airline exchange fee. Therefore, you will only be responsible to pay the
$30.00 per ticket processing fee and any fare difference when you rebook. Please
reply to this email if you want me to have one of our Air Travel Services
specialists contact you to discuss your options in rebooking your credit. Kindly
provide the best time and phone number to contact you.We look forward to
hear from you.Sincerely,Nico T[redacted]Executive Offices

Thank you for taking the time to contact us regarding your hotel reservation at the Inn Of [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 that you were unhappy with your hotel accommodations. We evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, d?cor, etc. We are sorry to hear that your hotel fell short of this expectation during your stay.   We have researched to find that this hotel does meet our expectations for the star rating selected, 2.5 stars, on our website. Our competitors also rate this hotel as follows:   [redacted]
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 Inn Of [redacted] met Priceline's strict quality standards.   In addition, our records show that the rate you purchased is non-changeable, non-cancelable and non-refundable. The hotel name is revealed after purchase. 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.   For this type of reservation, you do not have the option to select the specific hotel. Instead, we provide hotel chain examples for illustration of what you may expect when choosing a star level. We do indicate that the brands shown are only examples and may not be a part of our program. Every hotel is different and not all hotels within a certain chain have the same star level rating.   As a one-time exception, we have contacted the hotel on your behalf to request a refund for this reservation. However, they verified that the reservation is truly non-refundable. We are unable to change, cancel or process a refund for this reservation.   We are sorry we did not provide you the answers you were looking for and we thank you for your time.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because: I have been a long term customer with priceline as they are the first website I use to purchase tickets.  I have never had so many issues using priceline and expected to be taken care of. It is so easy to blame the customer and close the subject but that should never happen. I was searching for 12 tickets 7 from [redacted] and 5 from [redacted] all to [redacted] July 2 to the 7th. After searching 2 weeks on may 2nd I found the 7 tickets at a good price from July 2 to the 7th. Through [redacted] tickets took longer I tried purchasing the tickets for July 2 to the 7th after I purchased them I realized they had a June date and called to find out why and they were refunded.Never thought about the [redacted] tickets being in trouble. As I searched through may I tried purchasing tickets but the website would only allow 1 ticket to be purchased. So I had to restart the search and the price would change. I was on the website everyday for a month searching.I expect that a large corporation would treat the customers they have with a commitment quality service The right thing to do is credit the damage caused by the website failures Thank you[redacted] 
 
Sincerely,
Ina Wilson

Complaint: [redacted]
I am rejecting this response because: This response seems as if it is a scripted response. My husband has already gone to and returned from [redacted]. We are looking for some sort of compensation for the troubles that were caused by Priceline's unwillingness to guarantee a reservation made through them and the resulting loss of money and time, not to mention the ongoing hassle that is largely due to Priceline's refusal to contact us directly via phone to settle this manner. Rather they will send an email that says one thing, then another email with a scripted response that does not quite address the situation such as the one they just replied with that contradicts the last email.Will Priceline compensate my husband, [redacted], for refusing to honor a reservation made through their website and their subsequent choice to not intervene and assist in remedying the situation in a timely and professional manner?
Sincerely,
[redacted] & [redacted]

Hi. Please see the response below that we sent to our customer. Thanks. [redacted]
*Thank you for taking the time to contact us regarding your reservation with [redacted] Rent a Car for Trip Number [redacted] I am writing to let you know that we received your Revdex.com...

concern in our Executive Offices. I understand that you requested to have a postpaid reservation. I reviewed your record in our system and it shows that prior booking, your contract page was presented to you stating that you will be charged in full once your reservation is confirmed. The rate that was purchased is restricted, which means it cannot be changed, cancelled or refunded. However, since we value your business, we decided to make a one-time exception and refund the cost of your reservation.  Your $209.78 refund will be processed by our system back to your bank within 1 business day; however, since bank processing time varies, kindly check with them if you do not see the refund in your account within a few days. Thank you for your patience while I resolved your issue, and I hope you find this information helpful. Sincerely, [redacted] Executive Offices[redacted]
*Thank you for taking the time to contact us regarding your reservation with [redacted] Rent a Car for Trip Number [redacted] I am writing to let you know that we received your Revdex.com concern in our Executive Offices. I understand that you requested to have a postpaid reservation. I reviewed your record in our system and it shows that prior booking, your contract page was presented to you stating that you will be charged in full once your reservation is confirmed. The rate that was purchased is restricted, which means it cannot be changed, cancelled or refunded. However, since we value your business, we decided to make a one-time exception and refund the cost of your reservation.  Your $209.78 refund will be processed by our system back to your bank within 1 business day; however, since bank processing time varies, kindly check with them if you do not see the refund in your account within a few days. Thank you for your patience while I resolved your issue, and I hope you find this information helpful. Sincerely, [redacted] Executive Offices

According to
the consumer she/he was unaware of the total purchase price, including taxes
and fees, for a rental car and expected to pay $9 less than charged....

The
consumer is requesting a breakdown of the taxes and fees charged for the
purchase of a Name Your Own Price rental car. The consumer states:
“I got on Priceline and bid $30/day
for the same mid-size car. They said I won the bid and charged my account
$148.04. I was expecting to pay about $9 less but the total was $7 higher.”
As noted on
the consumer’s initialed contract page, the summary of charges, including taxes
and fees, are disclosed prior to purchase:
Summary
of Charges
Your Price Per Day:  $30 (per day)
Total Rental Days: 3
Subtotal: $90
Taxes and Fees: (details)  $58.04
Total Charges:   $148.04
 
Prior to purchase,
the consumer is provided with a contract page disclosing the total purchase
price of the rental car. Consumers have the option to compare the total cost of
the rental, including the taxes and fees, with other online services or, rental
car companies.
Attached
hereto is a copy of the consumer’s initialed contract page agreeing to the
terms and conditions of the purchase, including the details and disclosure for taxes
and fees added to the offer price.
Priceline
tells consumers that, in addition to the price you name, a charge for Taxes and
Fees will be charged (an amount that will always be disclosed to you before you
elect to proceed).
The balance of the charge for Taxes and Fees is a
fee which we retain as part of the compensation for our services and to cover
the costs of your reservation, including, for example, customer service costs
and additional fees.
         (Details)  Taxes
and Fees
In connection with
facilitating your Name Your Own Price ® rental car transaction, we will charge
your method of payment, in addition to the price you name, a charge for Taxes
and Fees (an amount that will always be disclosed to you before you elect to
proceed). This charge includes an amount to recover the amount we pay to the
rental car supplier in connection with your reservation for taxes, fees and
surcharges owed by the rental car supplier including, without limitation, sales
and use tax, excise tax, value added tax, airport or facility taxes, surcharges
or fees and/or other similar taxes, surcharges or fees. The amount of this
charge is intended by us to be sufficient to cover the amount we may be
required to pay to a rental car supplier, and may be greater or less than the
amount we actually pay the rental car supplier in connection with your
reservation for taxes, fees and surcharges. The balance of the charge for Taxes and Fees is a fee
which we retain as part of the compensation for our services and to cover the
costs of your reservation, including, for example, customer service costs and
additional fees. The charge for Taxes and Fees varies based on a number of
factors, including, without limitation, the amount you pay to priceline.com and
the location at which you will pick-up your car from the rental car supplier.
We are not the vendor
collecting and remitting taxes to the applicable taxing authorities. The rental
car companies, as vendors, bill all applicable taxes to us and we pay over such
amounts directly to the vendors. We are not a co-vendor associated with the
vendor with whom we reserve our customer's travel arrangements. Taxability and
the appropriate tax rate and the type of applicable taxes vary greatly by
location.
I appreciate
the opportunity to clarify.
Sincerely,
[redacted]
Priceline.com
 
This
checkout page for trip number [redacted] was submitted on 2015-05-18 15:15:56






























·       


5
·       


2

·       


AUTO
·       


AC
Unlimited Mileage
Mid-Size Car with Unlimited Mileage




Pick-up: [redacted]
Drop-off: [redacted]
Pick-up Date & Time: Saturday, June 20, 2015, 03:00 PM
Drop-off Date & Time: Tuesday, June 23, 2015, 02:00 PM
Driver Info: [redacted], Age: 25 and over
Rental Car Company:


Total Charges
3 Days at: $30 /day  Total:$148.04
 
Summary
of Charges
Your Price Per Day:  $30
(per day)
Total Rental Days: 3
Subtotal: $90
Taxes and Fees: (details)  $58.04
Total Charges:   $148.04
Best Price Guaranteed
Prices are in US dollars.


Traveling
with a child or infant? Add a child seat

Add Child Car Seats (Optional)
 
You can request any of the child
seat options below. These requests cannot be guaranteed and additional fees may apply at the counter.
Contact the rental car company to confirm availability.

Infant
Child Seat
For infants less than one year and under 20 lbs

Toddler
Child Seat
Forward facing for children weighing 20-40 pounds up to 40 inches in height

Booster Seat
For children weighing 40 to 80 lbs

Flight Information (optional)
 
This
will be used by the rental car company to monitor flight delays.










What Airline are you Flying?

Your Flight Number:





Don't Forget
Collision Damage Coverage!
Collision Damage Coverage will be offered immediately
after purchase. Be sure to add coverage to enjoy these valuable benefits:
·       
Provides
Primary Coverage
·       
Includes
cost of repairs
·       
Cancel
with 100% refund
Important Information
Once you've reviewed
your information above, please review the following rules regarding rental
cars issued through priceline.com:
·       
Rental cars are
non-refundable, non-transferable and non-changeable even if the reservation
is not used.
·       
If your
offer is accepted, we will immediately lock in your reservation and charge
your form of payment. If your offer is not accepted, you will not be charged.

·       
Additional
charges may apply at the counter if you pick up or drop off the car at a
different date, time, or location than you requested for your reservation.
·       
Your
offer price does not include vehicle liability, collision or personal
accident coverage for your rental car. You should determine if you have
insurance coverage prior to pick-up.
·       
The
rental partner will charge the driver at the rental counter for optional
items you add to your reservation, including any child seats or special
requests.
·       
Only the
driver will be able to pick up the rental car at the counter and must present
a valid driver's license in his/her name. An additional driver can be added
at the counter for a fee payable directly to the rental car company.
·       
The
driver will be required to present a valid credit or debit card in his/her
name for the refundable security deposit.
·       
The
amount for the refundable security deposit required at the rental counter
depends upon the car type, rental period, and optional items. Pre-paid cards
or cash will not be accepted for the security deposit. If the driver provides
a credit card for the security deposit, the security deposit will be released
back onto the card once the vehicle is returned. If the driver provides a
debit card for the security deposit, proof of round trip airline travel may
be required and any funds used for the deposit cannot be accessed until after
the car is returned.

[redacted]  **
 
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: I am rejecting this response as the final solution. I
appreciate Price[redacted]e's response and still wait for their action in getting me
the refund.
Sincerely,
[redacted]

Revdex.com, Inc.
 
We are 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 selected purchase.
On each consumers’ contract page we place the
following disclosure regarding requests for bed types labeled under Important
Information.
Review Important Information

All
rooms will accommodate up to 2 people. Requests for bed types (King,
Queen, 2 Doubles, etc.) or other special requests (including preferences for smoking or non-smoking
rooms) should be requested through your confirmed hotel and cannot be
guaranteed by Priceline.

If you require a
specific bed type, please contact your hotel directly. All bedding requests
are based on hotel availability and are at the discretion of the hotel. A fee
may be incurred and is the responsibility of the customer.
 
We are sorry that we
are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
Priceline.com
 
 









































 

 

 

 

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 PayPal account 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 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
checkout. These 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.




[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.





 

 

 

 

 

 

 

 

 

 

 
 

 
*

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the Extended Stay America - [redacted] - Lake Mary for Trip
Number [redacted]
 
We are writing to let you know that we received your
Revdex.com concern in our Executive...

Offices.
 
We understand you are requesting for a refund of your
reservation because you advised you called the hotel before noon local hotel
time on August 18, 2016. We reviewed your information with the hotel and
verified that your reservation was a no show. When you missed your scheduled
check in date the hotel considered you a no show and released your room. This
is a standard hotel procedure. Our records show you have disputed the charges
with your credit card company on August 21, 2016.
Our system automatically canceled the reservation once
the dispute was initiated. Kindly contact your bank directly, they will advise
you of the outcome. We do not have any other information and we are unable to
process any refunds.
 
Thank you for your time and we hope you find this
information helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Revdex.com, Inc.
 
I am in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
According to the consumer, she/he purchased trip protection
along with a non-refundable reservation and believed that...

trip protection would
apply due to a change in plans.
 
When selecting a reservation, the consumer is provided with
the cancel policy associated with each reservation.  In this case, the consumer chose to select a
restricted reservation that provided greater savings and less flexibility.
 
Attached hereto is a copy of the consumer’s initialed
contract page agreeing to the non-refundable terms and conditions of the
selected purchase as well as the trip protection coverage offered.
 
Trip Protection does not protect you in the event of
unforeseen business or personal obligations, changes in your travel plans after
your offer is accepted or dissatisfaction with your itinerary.
 
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.
 
View
Description of Coverage
[redacted] Trip Protection Description of Coverage
can be found on the FAQ section of the priceline.com website as well as the
consumer’s contract page. [redacted] About Your Travel Insurance - If you have questions or concerns
regarding Travel Insurance for this trip please email [redacted] at [redacted] or call toll-free
[redacted] for international callers).
·       
To request claim forms,
please visit www.travelclaim.com. You
may also email or call [redacted] using the contact information above. If
emailing, please include your Request Number, your name, your address, your
phone number, and the type of claim form you need (e.g. Trip Cancellation).
I appreciate the opportunity to clarify.
Sincerely,
 
N. D'Angelo
Priceline.com
 
By
selecting "Buy My Tickets", I agree to the terms and conditions,
privacy
policy,
and important terms below
Name changes, including
spelling, are not permitted post-purchase.
Ticket is non-refundable
and changes are not permitted. To view your airlines full fare rules, please Click
Here
Meal and Seat preferences are not guaranteed. Fares are not guaranteed until purchased.
If you do not take your outbound flight, the airlines will
automatically cancel the remainder of your reservation. No refunds will be
granted for the unused portion of your trip.
You added Trip
Protection. View Description of Coverage, which includes full terms and conditions.
Terms & Conditions
 
 
 
.

[redacted]We have received the consumer’s additional comments. 
Correspondence was sent to the consumer on 3/4/2016 advising the refund may
take 7-14 days for processing.
Dear [redacted]  We
are contacting you today regarding your hotel reservation at the [redacted] - Chesterfield 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 did not use the
reservation and you would like to be refunded. Your contract page indicates
that you selected a non-refundable, non-changeable purchase. As an exception to
the refund policy, I submitted a goodwill refund request in the amount of $245.80,
which represents the total cost of your reservation. The refund request will be
reviewed by our management team and if approved, may take 7- 14 business days
to be processed. Thank you for giving us the opportunity to assist you.
Sincerely,
Joe A[redacted]
Executive Offices

Please see the response we provided to the customer.  Thanks.Dear *** *** * Thank you for taking the time to contact us regarding your hotel reservation at the *** *** *** *** *** *** ***. I am writing to let you know that we have received your Better Business...

Bureau concern in our Executive Offices. We understand that you have issues with this hotel reservation. We apologize for the confusion. We reviewed the hotel that you selected, the Naples Bay Resort, and the room types they offer on the website. We confirmed the hotel has rooms to choose from that offer a cancellation option; however, the room type that you selected states that it was non-refundable. For the room type and rate that you've selected, you are not allowed to change or cancel your reservation.  Cancel Policy: Priceline will not charge you a change or cancel fee, however this hotel has the following cancellation policy: For the room type and rate that you've selected, you are not allowed to change or cancel your reservation. If you cancel your room, you will still be charged for the full reservation amount. 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. Therefore, we are unable to offer a cancellation or refund back to your credit card as requested. We are sorry we did not provide you the answers you were looking for and I hope you find my reply helpful. Sincerely, *** ***Executive Offices

Complaint: [redacted]
I am rejecting this response because: The Priceline Website says "If a schedule change results in an unacceptable itinerary, please call us as soon as possible." I did that and got bounced around from person to person, hung up on and was spoken to rudely. Going forward I will book directly through the airline, and not use priceline services anymore.  
Sincerely,
Mark Phillips

Complaint: [redacted]
I am rejecting this response because: The room offered to me was in poor condition and unclean. Priceline should not have had this hotel as an option for customers. Priceline should reimburse me the other half of my money. The room was nasty. The bed was in poor condition. The TV was in operable. And these pictures are just a few that I have to prove my case. 
Sincerely,
[redacted]