Stahl Construction Company

I am in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
According to
the consumer, he/she was unaware that the selected Name Your Own Price rental
car reservation was non-refundable.
 
The...

consumer
states:
 
“My travel plans have changed and
on next day I was trying to cancel the booking and couldn't able to do it. I
called customer service and the told its non refundable / canceled and i
wondered cause I never saw the policy during my booking.”
 
We are sorry
that the consumer was unaware that he/she had selected and authorized the
purchase of a non-refundable rental car reservation.  On each consumers’ contract page we place the
following disclosure regarding this issue labeled under Important Information.
Important Information
Once you've reviewed your information above, please review
the following rules regarding rental cars issued through priceline.com:
·       
Priceline 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 credit card.
Attached
hereto is a copy of the consumer’s initialed contract page authorizing the
terms and conditions of the purchase.
 
We
appreciate the opportunity to clarify this matter.
Sincerely,
[redacted]
Priceline.com
This checkout page for trip number [redacted] was submitted on
2015-05-31 16:05:06









 






















·       


5
·       


2

·       


AUTO
·       


AC
Unlimited Mileage
Mid-Size Car with Unlimited Mileage




Pick Up/Drop Off: [redacted]
Pick-up Date & Time: Friday, June 19, 2015, 05:30 AM
Drop-off Date & Time: Sunday, June 28, 2015, 06:00 PM
Driver Info: [redacted], Age: 25 and over
Rental Car Company:


Total Charges
10 Days at: $20 /day



Total:$341
Summary of Charges
Your Price Per Day: $20 (per day)

Total Rental Days:10
Subtotal:$200
Taxes and Fees: (details)$141
Total Charges: $341 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.

0
Infant
Child Seat
For infants less than one year and under 20 lbs

0
Toddler
Child Seat
Forward facing for children weighing 20-40 pounds up to 40 inches in height

0
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:


-- choose --



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 request is
successful, Priceline will immediately lock in your reservation and charge
your form of payment. If your
reservation is not successfully booked, 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
reservation 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.
·       
Prices
are not guaranteed until booking is completed.
·       
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.

Dear [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.
 
We...

understand that you are requesting a refund of this booking.
 
Our records show that the rate you purchased is non-cancelable, non-changeable and non-refundable. This information was presented to you prior to purchase when you were asked to review your reservation, including the hotel name, hotel address, the map where the hotel is located and the terms associated with cancellations or changes. When you purchased your reservation, you agreed to those terms.
 
For your reference, a copy of the contract page has been sent in a separate e-mail. The contract page disclosed the terms and conditions of your reservation.
 
In addition, the [redacted] verified that you have used the reservation. Therefore, the reservation is non-refundable. However, as a gesture of goodwill, a refund request of $13.20 was submitted to our management team for review. This process can take up to 14 days. Once the refund is approved, 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.
 
We are sorry we did not provide you the answers you were looking for and we thank you for your time. 
 
Sincerely,
 
Jenn H[redacted]
Executive Offices

[redacted] Thank you for taking the time to contact us regarding your...

reservation at the [redacted] Plus Boston - Logan 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 are requesting a refund for this unused hotel reservation due to the hotel's location. Your confirmed hotel is within the area that was selected. I have reviewed your record and it shows that you booked an Express Deal reservation. Please note that for Hotel Express Deal or Name Your Own Price, option to select a specific location within the shaded area is not available. We can only guarantee a hotel that is within the area. Your reservation 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 your booking less one day cancel fee per room.  A partial refund of $418.00 was already issued. Your 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 the next few days. Thank you for your patience while I resolved your issue, and I hope you find this information helpful.

Dear Ms. Hicks,Thank you for contacting us regarding your reservation
with [redacted] Car Rental booked under Trip Number [redacted] We thank
you for your patience while we research this booking for you. We are currently
making attempts to resolve this issue for you. We hope to be in contact...

with you
in 3 to 5 business days with a resolution. Thank you for emailing. I
appreciate your patience while we continue to work to resolve your
issue.Sincerely,Teddi C[redacted]Executive Offices

[redacted]
 
Thank you for taking the time to contact us regarding
your unconfirmed rental car reservation 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 booking a rental
car reservation.
 
As prices are constantly changing depending upon
availability and travel date, we are unable to guarantee that the rates we have
previously offered or advertised will still be available at the time that you
have submitted your request.
 
Please note that we were unable to find a rental car
partner willing to accept your request at your price. If you still need a
rental car reservation, you can resubmit your request; however, you will need
to change either your offer price or car type, pick-up date, or drop-off date.
If you are unable to make any changes to your request, you will have to wait 24
hours to try the same request again. Or you can select an itinerary where the
price and rental car partner are already displayed prior to purchase.
 
We are sorry we did not provide you the answers you were
looking for and I hope you find my reply helpful.
 
Sincerely,
 
[redacted]
Executive Offices

Please see the response we have sent to our customer below. Thanks. [redacted], Thank you for taking the time to contact us regarding your reservation at the [redacted]rt - [redacted] for Trip Number [redacted]
We are writing to let you know that we have...

received your Revdex.com concern in our Executive Offices. We apologize for the difficulty you encountered. We understand you intended to book a hotel near [redacted]. We reviewed your reservation and confirmed your hotel is within the shaded area that was presented prior to purchase, [redacted] [redacted] We reviewed your information further and verified your reservation was used. Your hotel is within the designated area that was selected prior to booking and it is not possible to select the exact location of the hotel within the Area. In order to book a hotel near a specific landmark/address, your reservation has to be booked at retail rates wherein the name of the hotel and the address are disclosed prior to purchase. As a gesture of goodwill, we would like to offer you a 15% Hotel Express Deal Coupon that can be used on a future purchase. You will need to enter your coupon cod[redacted] at checkout then click "apply" and your discount will instantly be deducted from your room subtotal. It expires by 11:59 PM on January 1, 2018. This compensation is not intended to place a value on your experience. It is meant to emphasize our commitment to you as our customer, and encourage you to use our website for your travel needs. Thank you for your time and we hope you find this information helpful. Sincerely,
[redacted]

Dear Mr. [redacted],
Thank you for taking the time to contact us regarding your flight reservation for 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 concern about booking a flight...

stand-alone reservation instead of a flight plus rental **r package. We reviewed your issue and verified on your contract page that you did not include a rental **r upon booking your flight. You may still have the option to add a product to your current reservation by visiting the "Check Your Request Status" section of our website where you **n review your current itinerary. If the option is not available from there, you **n always purchase any of our products separately from our website. We apologize, however, we reviewed the fare rules of your ticket and verified that the reservation is now non-**ncellable, non-changeable and non-refundable.
I know you expect a different answer; however, there are no other options that I **n offer be**use of the restrictions.
Sincerely,
Frich A[redacted]
Executive Offices
This contract for request number [redacted] was originally initialled on Wed Oct 14 16:42:29 EDT 2015
Your Trip Summary
We Recommend Trip ProtectionLife is uncertain...plan for the unexpected.Get the following protection up to the limits listed below and much more for $17.00 per person..
100% Trip **ncellation and Trip Interruption Protection reimburses for **ncellations 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.
$500 Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip.
$50,000 Emergency Evacuation coverage pays for the cost of medi**l transportation to the nearest medi**l facility and/or to your home in the event a serious medi**l situation requires an evacuation.
$1,500 Medi**l Expense Coverage
$10,000 Travel Accident Protection
24/7 Hour Live Travel Assistance A real person available to assist you any time of the day with last minute flight or hotel changes, luggage lo**tor services, **sh transfers, medi**l assistance services and emergency services.
Airfare Details
Depart:Fri, October 23, 2015
Return:Mon, October 26, 2015
Departing Airport:[redacted] Airport ([redacted]or[redacted] Airport ([redacted]or[redacted]
Arrival Airport:[redacted] Airport ([redacted], **or[redacted] Airport ([redacted], **
Flight Times:The airlines will choose your flight times. Your trip will start between 6 a.m. and 10 p.m. and you will arrive no later than 12:30 a.m. the next day.
Connections:Maximum of 1 connection each way. (layovers will be no longer than 3 hours)
Ticket Delivery:Electronic Ticket
Passengers:[redacted]
Aircraft:Jet or non-jet aircraft
Summary of Charges
 Airline Ticket Offer Price:
$200.00 per ticket
 Govt Taxes, Airline Fees and Agent Fees:
$51.65 per ticket
 Airline Ticket Trip Protection:
$0.00 Declined+ Add now  Recommended! 
 Number of Tickets:
1
 Airline Ticket Delivery:
$0.00   (Electronic Ticket)
 Airfare Subtotal:
$251.65
 Total Trip Cost: (All prices are in US dollars)
$251.65
Baggage fees are not included in your trip cost.
Important Information
•
Your airline tickets are non-refundable, non-transferable and non-changeable.
•
Your tickets will be round-trip, coach class tickets issued on one of Priceline's partner airlines. You must fly on the flights assigned to you. Upgrades and standbys are not available and if any part of the ticket is unused it has no value after ticketed departure time.
•
Name Your Own Price tickets issued through Priceline are not eligible for frequent flyer miles. Priceline customers are protected by the same airline regulations extended to all passengers, including protection against overbookings and baggage loss.
•
If we find an airline that accepts your price, we'll immediately purchase your tickets using the payment information you provided.
•
You will be issued electronic tickets. Remember to bring a valid government-issued photo ID with you to check-in.
[redacted] 
**  
 
I have read, accept and agree to abide by Priceline.com's terms and conditions and privacy policy.

Our record indicates that the reservation was cancelled with a one night fee.

Complaint: [redacted] De:priceline.com Customer...

Service <[redacted]> Enviado:jueves, 20 de agosto de 2015 02:19 p.m. Para:[redacted] Responder a:[redacted] Asunto:Your priceline itinerary for [redacted] - August 20th, 2015 (Itinerary# [redacted])  To view this email as web page, go here   Follow Us Flights Hotels Cars Packages Cruises Rental Car Confirmation Your trip number is[redacted].Viewfullitinerary.   [redacted] Rent a Car Confirmation:[redacted]   The driver must present a valid driver's license at the counter. You can add an additional driver at the counter for a fee payable directly to the rental car company. Additional charges may apply if you pick-up or drop-off the car at a different date, time, or location than your reservation. Also, additional charges may apply for drivers under the age of 25.     Please Note:Your reservation is non-refundable and cannot be cancelled, changed, or transfered.           Add [redacted] Tickets Now with[redacted], reserve access to select attractions and entertainment experiences before you even leave home.   5 day ticket from $56* per day   Choose Your Tickets   *5 day ticket price shown is for children ages 3-9 and entry to one Theme Park for each day of the ticket. Valid Theme Park admission and online registration required.[redacted]experiences, the number of selections you can make and arrival windows are limited.   Rental Car Details   Standard SUV- [redacted] Rent a Car Ford Edge or similar (car make/model not guaranteed)   Pick-Up   Thursday, August 20, 2015 at 4:15 PM [redacted] Intl Airport ([redacted]) In-Terminal, Walk to car [redacted], [redacted]   Drop-Off   Sunday, August 30, 2015 at 9:00 AM [redacted] Intl Airport ([redacted]) [redacted], [redacted] Driver Name [redacted]   Confirmation Number [redacted]         AUTO         AC       Unlimited Mileage       Add Collision Damage Coverage     Life is uncertain...plan for the unexpected.     Protection Offer Expires:08/20/15 at 03:45 PM   $11.00/day     see details       Summary of Charges     Rental Car     Billing Name   [redacted]   Your Offer Price   $310.00(10 x $31.00)   Taxes and Fees   $103.15   Total Charges   $413.15   - Prices are in USD     Customer Service   Rental Car Customer Service Information   If you have questions regarding your rental car reservation then please contact the rental car company at the number provided below.   Rental Car Company [redacted] Rent a Car     Phone Number ###-###-####         Confirmation Number [redacted]     Priceline Customer Service Information   If you need assistance with this or any other priceline purchase please contact a customer service representative at the number below.   Customer Service Phone Number     ###-###-#### (when calling from US/C[redacted]da)   Your priceline trip number     [redacted]   Phone Number you provided     [redacted]   Click here to view frequently asked questions.     Responses to this e-mail will not go to a customer service representative. To contact our customer service team directly, please go to thecustomer servicepage of our website. This is a transactional email from Priceline.com LLC - [redacted] To: [redacted] Subject:Your priceline itinerary for [redacted], ** - August 20th, 2015 (Itinerary# [redacted])(Itinerary # 2[redacted]0) Sent: Thursday, August 20, 2015 MsgId: 5[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 be refunded for your reservation due to the quality of the room during your stay.   We apologize that you were unhappy with your accommodations...

and that the hotel fell short of your expectations. We appreciate your feedback and contacted the appropriate people at the hotel to share your concerns.   We contacted the hotel and they advised that they did not receive any complaint from you during your stay. For future reference, please inform the hotel and give them the opportunity to address your issues. We requested for exception; however, they did not allow a refund.   The reservation that you purchased is restricted which is non-refundable. However, as an apology for the inconvenience, we processed a 50% refund of 32.48 USD for your reservation. 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, 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. We are sorry that we are unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
priceline.com

Dear Ms. Chestler,
 
Thank you for taking the time to contact us regarding
your airline reservation with [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 that you
are concerned about travelling due to the recent terrorist attacks in Europe.
 
Our ability to cancel or change reservations is governed by
contractual agreements with our travel partners, which state that reservations
are non-changeable and non-refundable. These agreements are honored so that we
may continue to offer the best possible savings to our customers. We have
contacted [redacted] to request for an exception on your behalf.
However, they reiterated that your reservation is
non-changeable and non-refundable. We apologize if these restrictions seem
unfair; however, we are truly unable to change or cancel your reservation.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time. 
 
Sincerely,
 
Nico T[redacted]
Executive Offices

[redacted]
* Thank you for taking the time to contact us regarding your trip for Request Number [redacted]   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We understand that there were no mid-size cars...

available when you arrived at the Hertz counter on August 11, 2016. As you stated, you have been charged an upgrade fee when you opted to rent a full-size vehicle instead. For us to further research your issue, please provide a copy of your rental receipt. You may fax it to 866-741-5647 or attach it by replying to this email. Please note that the file should be in .JPG or .PDF format, not more than 2 MB in size.   Thank you for choosing to contact us. I look forward to resolving your issue.   Sincerely,   [redacted] Executive Offices

Thank you for taking the time to speak with me Mr. [redacted]We processed a goodwill refund of $100. You will see this in your account within 5-7 days depending on your bank processing times. Please feel free to reach out to my if you have any further concerns regarding this issue. Regards, [redacted]Executive Offices

We are writing to let you know that we received your
RevDex.com concern in our Executive Offices regarding your reservationwith [redacted] Rent a Car for Trip Number [redacted]. We understand
that you are requesting a full refund of the reservation because the rental was...

booked for pick up at the [redacted]. We reviewed both the Contract Page and the Confirmation Page for Mr. [redacted] booking and found that these provided information that the rentalis in [redacted]   
Prior to submitting the request, we provided the Contract
Page for
review. The page allows our customer to check details of
the request and
has a map showing a shaded area where the rental car
company can be
located. The map we presented has the [redacted] map.
After booking,
we sent a confirmation email. This has the information
that the
reservation was confirmed with [redacted] Rent a Car located
at [redacted].
 
We apologize; however, we also stated on the Contract
Page that the
reservation is restricted. This cannot be changed,
cancelled or
refunded.
 
For your reference, a copy of the Contract Page and
Confirmation Page
were sent to you in separate email messages.
 
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

RE: [redacted]
Dear [redacted]
 
Thank you for contacting us regarding your reservation at
the [redacted]c booked under Trip Number [redacted]
 
We are writing to let you know that we have received your
Revdex.com concerns in our Executive Offices. We understand...

you are unhappy with the
hotel you received on your past hotel reservation.
 
We understand you may have found a lower rate for your
hotel booking; however, we advise you have to contact us within 24hrs of your
check-in date to qualify for a refund of the difference. Since you booked a
same day reservation, you did not qualify for the Best Price Guarantee. We
found that this hotel does meet our expectations for the star rating selected
on our website. Our competitors also rate this hotel as
follows:
 
[redacted] = 3 stars
[redacted] = 3 stars
[redacted] = 3 stars
[redacted] = 3 stars
 
We contacted the hotel and expressed your concerns with
them regarding your stay. We were advised that no concerns were brought to
their attention, so no compensation could be offered. We are sorry if you are
unhappy with your past hotel stay, but we are unable to offer a full refund
back to your credit card as requested.
 
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

Dear M[redacted]   We are contacting you today regarding your reservation at the R[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 be refunded for a total of 144.78 USD for the second night of your reservation. We apologize for any inconvenience this may have caused.   As a gesture of goodwill, I submitted a refund request in the amount of 48.12 USD which is the difference between the second night refund and the nightly average rate of your reservation. The refund request has been approved and the refund was processed back to your account today, September 26, 2016. 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]
[redacted]

We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.   Although we empathize with your situation, we are truly unable to assist you further in this matter.   We are sorry we did not provide you the answer that you are looking for and we thank you for your time.   Thank you!   Sincerely,   Executive Offices

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

contact you today in an effort to address
your concern; however, we were unable to speak with you at the number you
provided at the time you booked your reservation.
 
We understand your concern about the status of your
refund. We researched your issue and verified that your reservation was
cancelled on May 27, 2016. It is possible that what you are seeing on your
credit card is an authorization. As part of request process we authorize the
card to verify there are enough funds to cover the cost of the reservation. If
your transaction is cancelled, the bank may display the authorization  as ?pending transaction? and these  are removed within 3 to 7 business days,
depending upon the bank.
 
If you would like to discuss your issue further, please
contact us directly at: 1[redacted] The Executive Office hours are 9:00
a.m. to
6:00 p.m. Eastern Time, Monday through Saturday. You will
need to enter your Trip number, which is [redacted] when you contact us.
 
Please note that the number provided above is a United
States phone number, and you may incur toll charges when calling from outside
the United States or Canada.
 
Thank you for choosing to contact us. I look forward to
resolving your issue.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

Hi.  See the response below we have sent to our customer.   D[redacted] Thank you for taking the time to contact us regarding your hotel reservation at the Doubletree By Hilton Baltimore - Bwi Airport 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. Our system does not allow us to apply a zero nightly rate, so what you are seeing is an average nightly rate. We took the cost of the paid nights and divided that by the total number of nights in the reservation. This reduced the average nightly rate to provide the customers with the guaranteed "free night". Example: Pay for 2 nights and get your 3rd night free. The nightly rate is 132.35 USD. You would've paid 264.70 USD for the 3 nights (132.35+132.35+0). If you divide 264.70 USD by 3 nights, each night is88.23 USD. 3 nights at 88.23 USD is 264.69 USD. We are unable to process a refund of the 3rd night. I hope you find my reply helpful and we thank you for your time. Sincerely, [redacted]Executive Offices