Stahl Construction Company

We are contacting you today regarding your [redacted] reservation for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   There are processing fees included and you have agreed to the...

rates at the time of booking. However, we appreciate your business and as a courtesy we will provide a goodwill refund of $20.64.   A refund of 20.64 USD was processed today, July 27, 2017. The refund will be processed through our system within one business day. Your bank will post the refund to your account. Bank processing time varies, it may take 7-10 business days.   Thank you for taking the time to notify us of this situation. We look forward to serving you again soon.   Sincerely,   [redacted] Executive Offices

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

requesting for a refund of the reservation as you were unable to use it because your visa was only valid the next day after your scheduled outbound flight.   We forwarded your concern to the airline for investigation. They informed us that they found no indication in their records that you were advised that the return flight can still be used.   With your reservation, the option we can present will be based on the fare rules associated with your ticket. The fare rules determine whether you are able to change or cancel your reservation. Fare rules are being governed by the airline. We, as travel agency, are bound to abide by the ticket fare rules. The [redacted] has advised us that, per fare rules, changes and cancellations or refunds are not allowed for your ticket. However, our Air Travel Services managed to get an authorization from the airline to refund you the unused taxes amounting to $205.56. Please advise if you want their department to proceed with the refund request process.   We apologize for any inconvenience and hope to hear from you soon.   Sincerely,   [redacted] Executive Offices

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your rental car reservation with [redacted]l under Trip Number [redacted]
 
I am writing you today regarding your RevDex.com complaint that we received in our Executive Offices. Please accept our
apology for the frustrations that you have encountered with this rental.
 
During the booking process, we did not state that the
rental location is at the airport. Rather, we indicated that a shuttle is to be
taken to get to the rental counter. In addition, we provided the below
information regarding shuttle and after hours return policy under the [redacted] Policies and Rules" that was displayed prior to
booking your reservation:
 
[redacted]SHUTTLE[redacted]
 
UPON ARRIVAL PLEAE BOARD THE LINK TRAIN TO VISCOUNT
STATION THEN PROCEED DOWN THE STAIRS WHERE YOU WILL FIND A COURTESY PHONE TO
CALL FOR PICK UP. LOCATION IS WITHIN 1 KM RADIUS OF THE AIRPORT. OR CALL
[redacted] FOR FURTHER INFORMATION.
TERMINAL 1 TRAIN PLATFORM IS LOCATED ON LEVEL 5 OF THE
TERMINAL 1 PARKING GARAGE. TO GET TO THE TRAIN PLATFORM FROM THE TERMINAL TAKE
THE WEST PEDESTRIAN BRIDGE TO THE PARKING GARAGE.
TERMINAL 3 TRAIN PLATFORM IS LOCATED IN THE TERMINAL
3.[redacted]. TO ACCESS THE TRAIN PLATFORM FROM THE
TERMINAL GO TO LEVEL 3 OF TERMINAL 3 AND FOLLOW THE SIGNS UP THE ESCALATOR/
ELEVATOR TO THE [redacted]
 
[redacted]AFTER HOURS RETURN[redacted]
 
VEHICLES MAY BE RETURNED AFTER HOURS TO THE SHERATON
HOTEL - [redacted]. TAKE KEYS TO FRONT RECEPTION DESK AND THE [redacted] SHUTTLE WILL PROVIDE SERVICE BACK TO THE AIRPORT. THERE IS A ONE-TIME
FEE OF $20.00 FOR AFTER HOURS DROP OFF. FINAL RECEIPTS WILL BE FORWARDED VIA
EMAIL. PLEASE CONSULT WITH THE [redacted] SERVICE REPRESENTATIVE AT THE TIME OF
RENTAL FOR COMPLETE DETAILS.
 
We have also contacted [redacted] Car Rental to research your
issues. They advised that there was less than a 30 minute wait for the vehicle.
They added that all fees applied to your rental are valid and were available
for review prior to rental. We apologize; however, we are unable to offer any
compensations or reimbursements.
 
We are sorry we did not provide you the answers you were
looking for and we thank you for your time.
 
Sincerely,
 
Nico [redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:
I did not want a car.  I already had a car rented and was waiting to pick it up.  I was bored early in the morning at the airport in [redacted] waiting to pick up my Flight Car car and I wanted to see how their rate compared to the going rate in [redacted].  I had absolutely no reason to rent another car.  I had no intent to rent a car.  Your software at best was unclear and misleading for the mobile user and at worst has defects that caused a reservation to be made off of a comparison list.  This supposed contract was created from a defective website.  It is not legal or ethical to create non-legit contracts and steal people's money.  
Sincerely,
[redacted]

Please see the response we have sent to our customer below. Dear [redacted] We wanted to take this time to contact you in regards to your hotel reservation at the [redacted]t 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 do not feel that the Best Price Guarantee information was clearly provided and are requesting a refund for the difference of a lower rate that you had found.  We are sorry to hear that we were unable to process the Best Price Guarantee as requested when you contacted our customer service department. When booking on priceline.com, we do provide the Best Price Guarantee policy through out the booking process. When first visiting the priceline.com homepage it does state, "Best Price. Guaranteed." which is a link that provides customers with the full policy that includes, "With Express Deals? or Name Your Own Price? you have up until midnight the day before you travel to contact us. For all other bookings contact us within 24 hours of booking to initiate your claim." This same link is provided on the page where customers select the room type for the hotel that they had previously selected, the following page with the Summary of Charges where they enter in their billing information as well as on the itinerary page that is sent after the booking has been made.  As your reservation is not an Express Deal or a Name your own price and was booked on Wednesday, Nov. 23 2016, and we were not contacted until Friday, November 25, 2016 more than 24 hours from the time of booking, we are unable to process the Best Price Guarantee and refund the difference as requested. 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

Thank you for taking the time to contact us regarding your reservation at the [redacted] for Trip Number [redacted].   We are writing to let you know that we received your Revdex.com concern in our Executive Offices. I am sorry to learn that you are not happy with the...

hotel you received. As I understand, you requested to cancel your reservation as you believed it to be a motel chain.   The hotel chains listed in the Star Level descriptions are for example only and do not necessarily reflect hotels that participate in the Priceline's Name Your Own Price program. Keep in mind that not all properties under a single chain will hold the same star level rating. While we may offer the name of a hotel chain as an example for a specific star rating, individual properties within that chain may actually have a higher or lower star rating based on the actual quality of that property.   We have researched to find that this hotel does meet our expectations for the star rating selected on our website. Our competitors also rate this hotel as follows:   [redacted]r   [redacted]r   [redacted]   We are able to get a good price on this type of booking but in turn your reservation does have restrictions and those restrictions are upheld by the hotel also. In the future, you may consider purchasing one of our less restricted reservations as they provide more options for changes.   We apologize that we are unable to offer the cancellation you are requesting.   Sincerely,   [redacted] Executive Offices

RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and the
reservation was cancelled.
Sincerely,
[redacted]
Priceine.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 that can be added to what has
already been stated in our previous correspondence.
Fleets
vary by rental Car Company and location. Requests for a specific make and model
can only be made at the rental counter. Luxury cars provided by our partners typically
have room for 5 people and 4 bags. However, the make and model examples shown
on our website are only examples of the car type. [redacted] [redacted] advised that
the consumer was provided with a [redacted], which is a luxury type vehicle. I
am sorry that we are unable to assist the consumer any further in this
situation
Sincerely,
[redacted]
priceline.com
 
This checkout page for trip number [redacted] was
submitted on 2015-05-13 11:16:11






[redacted]
























Guest Rating: 7.4 / 10
[redacted]
[redacted]
Distances are calculated in a straight line from point to
point25.4 miles from [redacted]
Check-In: Fri, May 15, 2015
Check-Out: Sun, May 17, 2015
Nights: 2 Nights
Rooms: 1 Room
Persons: 2 Adults
Room 1: luis a. [redacted]
Room Type: Best Package Rate
· 
Freebies: Free internet in room and free parking

Flight
Details
We've Selected a Discount Flight
for this Package. Your exact flight times and airline will be shown to you
after your purchase is complete.
Please note that your itinerary arrives into/leaves from
[redacted]
Please review your itinerary carefully.



































Departing Flight Information -
Friday, May 15, 2015






details

Departs:
[redacted] [redacted] [redacted]
[redacted]
Departs any time between 1pm - 5pm

Arrives:
[redacted]
[redacted]

Airline:
Priceline Partner Airline
- Jet Aircraft
non-stop

Returning Flight Information -
Sunday, May 17, 2015






details

Departs:
[redacted]
[redacted]
[redacted] [redacted]

Arrives:
[redacted] [redacted] [redacted]
[redacted]

Airline:
Priceline Partner Airline
- Jet Aircraft
non-stop

Passenger and Ticket Information

Passenger 1:

[redacted]

Passenger 2:
[redacted]

Ticket Type:

Electronic Tickets will be
issued for this flight

Rental
Car Details



Luxury Car
[redacted] or
similar
(make/model not guaranteed)
5


and 4


Unlimited
Mileage, Automatic, Air Conditioning


















Driver:

[redacted]

Location:

[redacted] [redacted]

Pick-Up:

Fri, May 15, 2015

Drop-Off:

Sun, May 17, 2015

Summary
of Charges






















Room 1:
[redacted]

Nights:

2

Priceline charges for 2 people:

$724.30 ($362.15/pp) Charged by
Priceline today when you book.

Resort Fee:

$30.00 This fee is charged by
the property when you checkout of your hotel.

Total Cost:
Prices are in US Dollars

$754.30


Important
Information

Your hotel reservation is
guaranteed for arrival on the confirmed check-in date.
The room type you've selected
will comfortably sleep up to 2 people.
Hotel Freebies:

·   Free internet in room and free parking

Mandatory Fee: This hotel charges an
additional $15 per room per night. This fee will be charged to you
directly by the hotel. Mandatory fees are not optional and typically
cover items such as resort fees, energy charges or safe fees. The amount
of the charge is subject to change.
The reservation holder must
present a valid photo ID and credit card at check-in. The credit card is
required for the mandatory fee listed above as well as any
additional hotel incidental charges such as parking, phone calls or
minibar charges which are not included in the room rate.
Requests for special needs (including preferences for
smoking or non-smoking rooms) should be requested through your confirmed
hotel and cannot be guaranteed.
Your tickets will be
round-trip, coach-class tickets issued on one of priceline's package
airlines. Your trip will start between the departure times noted in the
itinerary above, and flights will be scheduled to arrive at your final
destination no later than midnight local time.
You will be issued electronic
tickets for this trip. Remember to bring a valid government issued photo
ID with you to check-in. If you are traveling outside the US you'll
almost always need a passport.
You must fly on the flights
assigned to you. Upgrades and standbys are not available. If you do not
take your outbound flight, the airlines will automatically cancel the
remainder of your reservation. If any part of the ticket is unused it has
no value after ticketed departure time.
This vacation package cannot
be changed,
cancelled, transferred or refunded due to our travel
partners' policies.
Only [redacted] will be
able to pick-up the rental car at the counter. luis A. [redacted] will be
required to present a valid driver's license and a valid credit card or
debit/check card in their name with a minimum of $200 available credit
as a security deposit on the vehicle.
Your package 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. Additional insurance can be purchased at the rental counter.












[redacted]

  I have read, accept and agree to abide by priceline.com's terms and conditions, privacy policy.

I am not sure where did you get the information that hotel located in the [redacted], actually it is 20KM away from the [redacted], and the location in your map is totally wrong. Please google map the address.
Complaint: [redacted]
I am rejecting this response because:
Sincerely,
[redacted]

Thank you for taking the time to contact us regarding the reservation of [redacted]s at the [redacted] Hotel for Trip Number [redacted].   I understand that the reservation was booked around midnight. All hotels have regular check-in and check-out time. Usually, check-outs are from...

12:00 noon until 1 p.m., and check-ins are from 3:00 p.m. to 4:00 p.m. This is to provide time for their housekeeping to prepare used rooms, so that the next guests will have a comfortable stay. Some hotels, if rooms are available, would allow early check-in. Unfortunately, the hotel was fully booked when you arrived and we are sorry that they were unable to accommodate you.   I'm happy to inform you that the hotel has, in fact, cancelled the reservation on their end and processed a full refund. In turn, we too have cancelled the booking in our system and processed a full refund. A refund for 150.96 USD was processed today, May 17, 2017. The refund will be processed through our system within one business day. Your bank 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.   I apologize for any inconvenience and thank you for giving us the opportunity to assist you.   Sincerely,   [redacted] Executive Offices

Dear [redacted],
 
Thank you for taking the time to contact us regarding your vacation package reservation at [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 were having issues contacting our Customer Service department via phone for assistance in this reservation.
 
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, [redacted]. Our records indicate that your issue has already been resolved by one of our representatives. The airline portion of this package was canceled and you have booked a new airline reservation with Trip Number [redacted]. 
 
In addition, you may contact our Customer Service department at 1-800-774-2354. You will be asked to enter the following information:
 
1. Trip Number followed by the pound/number or a hashtag sign (#).
2. Phone Number Used when you booked the reservation followed by the pound/number or a hashtag sign (#).
 
Once you have provided the correct information, you will be connected to the next available Customer Service representative. Please note that all calls are assisted in the order they are received. If you need further clarification about your tickets or have any additional questions regarding your itinerary, please do not hesitate to reply to this e-mail.
 
I hope you find my reply helpful and we thank you for your time.
 
Sincerely,
 
Jenn H[redacted]
Executive Offices

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. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence. Consumers who successfully cancel a
reservation online receive confirmation for the cancelation. We are sorry that we are unable to assist the consumer any further
in this matter.
 
Sincerely,
[redacted]
priceline.com

I understand that you are not satisfied with the resolution that was provided. I did review your case again and I apologize; however, we are truly unable to refund your reservation. Our hotel partner allows us to offer great prices to our customers on the condition that contractual obligation shall be met. I have checked our system for any exception; however, there is none for your reservation. I know you expect a different answer; however, there are no other options that I can offer because of the restrictions. Sincerely, Executive Offices

Complaint: [redacted]
I am rejecting this response because: I was not concerned about the refund, hence I did not cancel my reservation because I felt it would alleviate any liability on Priceline's part.  I will accept the apology, but I will never feel safe using your site again unless you can change your policy and guarantee that you will find a room if this were to occur again.  If we had flown in to town and used [redacted]....we would have been left at the event with no where to go at eleven at night.  I want your company to find a room.....not tell the customer you will reimburse them if they are able to find one.  I also want to know if you are telling the truth or if [redacted] was telling the truth as far as "the agency canceled the room" or, as you are stating, "the hotel overbooked".  I am not looking for financial gain, just a guarantee that this wont happen to anyone again. 
Sincerely,
[redacted]

Complain[redacted]
I am rejecting this response because: this error was not on my part as stated on the response from priceline. I will repeat myself that when I booked this It was not for the hotel priceline confirmed me for. Do not put the blame on the customer when it is very clear on my screen shots that priceline's website fradulently booked me for the wrong hotel. 
Sincerely,
[redacted]

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. Prior to submitting the
Express Deal reservation, we provided the consumer with a virtual map to view
where the hotel could be located within the Downtown - Marina area that was
selected. We confirmed the confirmed hotel is within the area, and we confirmed
the guest checked in as scheduled. We are sorry if the consumer is unhappy with
the location received; however, the reservation is non-changeable,
non-refundable and non-transferable. We are sorry that we are
unable to assist the consumer any further in this situation.
Sincerely,
N. D[redacted]
Executive Offices











3/21/2016






Complaint

I submitted a car reservation with Priceline for pickup on 3/5/2016. The reservation was through [redacted] at Clearwater St Petersburg Airport. When I got to the location to pick up the rental [redacted] stated they were unable to rent the car to me because I had a temporary card until my permanent card...

arrives in the mail. I called Priceline and was advised that they would refund the money but that it would take 10 days for them to research and confirm that a car was not used. I asked why would it take that length of time and the representative could not answer the question so I asked for a supervisor. The supervisor informed me that it was not 10 days to research but 10 days from the date the car was suppose to be returned, which is not until 3/12/16 because it was a 7 day rental. I asked her how could they hold my money for 17 days when [redacted] can confirm now that a car was not pickup up. I asked the supervisor was this company Revdex.com accredited and if so where was their corporate offices located and she informed me she was not allowed to provide me with that information and that I would just have to wait 10 business days from the date of the drop off. I stated to her that she just changed the time frame yet again by saying 10 business days and not 10 days and that this is the 3rd time the story has changed, she apologized and said she was incorrect before that it is in fact 10 business days from the date I was to return the car before they can research and refund my money, making it a total of 3-4 weeks process for a refund. Originally I was told this is policy setforth by contract with [redacted] and that as of 3/5/16 a request was sent to [redacted] to confirm the car rental was not used. I contacted [redacted]'s corporate office and was told that they show no such request from Priceline to confirm a care was not rented to me, that it is not their policy for it to take 10 business days from drop off date and that Priceline is a 3rd Party. I was also told that in the past Priceline has called the location directly to confirm a rental car was not picked up and unable to be rented to a person and it was done within 48 hours so that it can be confirmed that it was a case of unable to be rented and not the consumer changed their mind and was trying to get a refund. [redacted] also stated they do not understand why I was told 10 business days from drop off when their system shows right now 3/7/16 that no car was rented to me and my order cancelled out of their system.







Desired Resolution

I want my money refunded ASAP not 27-30 days from now.

Consumer Business Dialog

I have received the consumer’s additional comments. Unfortunately, there is nothing we can add to what has already been stated in our previous correspondence.  
 
Sincerely,
N. D[redacted]
priceline.com

While we don't like to see our customer's disappointed in our products and services, Priceline stands behind our response to this customer's claim.  The customer's feedback has been documented.  Thanks.

RevDex.com, Inc.
Our
record indicates that this matter has been addressed with the consumer, and a
refund in the amount of 132.88 USD
was issued.
Sincerely,
[redacted]
Priceine.com

Hello, Thank you for your assistance in this case, it has been resolved with the manager at [redacted] rental.