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.
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. The consumer is requesting to
cancel the reservation.
 
Desired Settlement: “I
request pricelne.com either cancel my reservation and fully refund me,
or pay the extra charge.”  




 
The following was sent to the consumer addressing this matter:


We have reached out to our hotel
partner and they are allowing an exception to the no-cancel policy. They will
allow a cancelation for a full refund up until 3 days prior to your scheduled
check-in. Should the consumer want to proceed with the cancelation, kindly
reply back to this email as soon as possible with our consent to cancel. Please
be reminded that your reservation was booked for check-in on Wednesday, August
17, 2016.
Unfortunately, there is nothing
we can add to what has already been stated in our previous correspondence.
 
Sincerely,
N.
D’Angelo
Executive
Offices

Dear M[redacted]
*
Thank you for contacting us regarding your reservation at
the O[redacted] Vacations booked under Trip Numbe[redacted]
 
We are writing to let you know that we received your
email in our Executive Offices.
 
We understand you are requesting for a refund of your
reservation and additional compensation because you advised your room was
double booked and was booked for the wrong dates. We reviewed your information
and verified that the check in and check out dates booked were the same dates
requested prior to purchase. Please note that our ability to change or cancel a
reservation would depend on the cancel policy presented and initialed prior to
purchase. We sent you a separate email that shows a copy of your contract page
for review. Your reservation was booked for check in on January 24, 2016 and
check out on January 25, 2016. Your reservation is prepaid and was guaranteed
for the dates requested prior to purchase. The hotel informed us that you
arrived on January 12, 2016 and made reservations through them as a walk in
guest for that night. The hotel informed us that they charged your credit card
for the room and tax. The hotel informed us the reservation purchased through
us was a no show and is non refundable. As a one time exception to the cancel
policy, a refund request of your total reservation cost in the amount of 96.71
USD was submitted to our management team for review, and if approved, the
refund will be processed to the card you used to submit your request. This
process can take up to 14 days. We will try to expedite this process. Once the
refund is approved, your refund will be processed by our system within 1
business day; however, it may take up to 5 business days for your bank to post
the refund to your account. We apologize, we will be unable to issue further
refunds or compensations.
 
We apologize for any inconvenience and thank you for your
patience while resolving this issue.
 
Sincerely,
 
Junko Al[redacted]
Executive Offices

Dear Mr. [redacted],
 
Thank you for your response.
We are very sorry that you have been disappointed with the way this matter was handled. Customers are our number one priority, and we work hard to make your experience with us a positive one.
Since insurance is not offered in our app, we encourage customers who wish to purchase insurance for their booking to submit their requests through the priceline.com site.
We have documented your experience and comments and  appreciate your feedback.
Sincerely,
Nico T[redacted]
Executive Offices

As part of the request process, we authorize the amount of your reservation to the form of payment you used to place the request in order to verify that the form of payment will accept the full amount of the charge. Authorizations should automatically drop off soon after the charges are processed to...

your account.   An authorization is not a charge, so it will not appear on your monthly statement. Depending on your bank, and in most cases, authorizations are removed within 3 to at most 7 business days. Your form of payment will only be charged once, if and when we successfully book your reservation.    Our booking system is linked to our travel partners booking system, just as any other internet travel service or travel agency, and there can be occasional time lags which impact true reservation availability. We apologize if we were unable to process the request. Our system indicates that we were either unable to authorize the credit or debit card, or there was a time-out during the process.    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 website or mobile app.   Coupon Code: [redacted]   The above coupon code will give you 20 % discount and will expire 10/1/2018  11:59:59 PM EST. 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 look forward to serving all of your travel needs.     Sincerely,   Executive Offices

The original reply we have provided to this customer was compete and accurate.  There is no other options or response we can provide. Thanks.

Complaint: [redacted]
I am rejecting this response because:Priceline didn't seem to care much about our terrible experience caused by their mistake, nor did they seem to take this complaint serious. The originally proposed $20 compensation already sounded like adding insult to injury to us, and they're doing it again. Although, in response to their effort trying to make progress, I'm willing to reduce the amount of store credit I requested to $199,980.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I tried to amicably resolve this. The canned responses and unwilling to assist were ridiculous. I explained that I was not willing to give them free money. As you can see from the chat, the rep made rationale refusing to assist and excuses to keep the money.
Sincerely,
[redacted]

Revdex.com, Inc.
 
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. According to the consumer, he/she did not enter an offer price of
$73 per night as noted on the consumer’s initialed contract page. The consumer
alleges that Priceline automatically entered the consumer’s $73 offer price.
The consumer states:
 
 “That number was automatically filled by
the business when I changed my selection of hotel types.” Please note that the consumer, and not
Priceline, enters and authorizes the offer price. Additionally, the consumer
submitted a total of 9 offers, and the consumer’s previous offer, (8th offer)
indicates an offer price of $37 per night. We are sorry if the consumer
intended to enter $37, and not $73 as entered and also authorized on the consumer’s
initialed contract page.
 
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 2015-06-03 22:54:06



Please
Review Your Request











































2 Star Moderate Hotel




















Which hotel will I get?

Check-In Date:

Wednesday, June 3,
2015

Check-Out Date:

Thursday, June 4,
2015

Region

[redacted]

City Areas:

[redacted]
[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

Number of Nights:

1













 























Offer Price Per
Room, Per Night:

US$ 37.00

Travel
Insurance:


US$
5.00






Subtotal:

US$ 37.00

Taxes and Service Fees:

US$ 9.34

Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:

US$ 46.34

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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No,
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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 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.

[redacted]
I am rejecting this response because:[redacted] made my parents check-in a carry-on size bag. They did not take additional check-in bags. There were 4 check-in and 2 carry on bags.I am attaching the pictures for your reference. Please see two identical bags of which one was made to check-in instead of allowing two bags (1 per passenger as a carry-on bag).Priceline and [redacted] should investigate further and not just review the contract documents. What I am requesting here is reasonable. Since my parents could not communicate well in English [redacted] airlines took advantage of the situation.Please assist me with this investigation.Regards,[redacted]
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
L[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted] and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

We have reached out directly to the customer regarding this case. We will provide a refund once the dispute is closed by the bank. Sincerely,Executive Office

I have received the consumer’s additional comments. As you requested, I have again reviewed this matter and the following correspondence was sent to the consumer addressing this matter.
 
Sincerely,
N. D[redacted]
 
Dear Ms. [redacted],
 
Thank you for taking the time to contact us regarding your reservation with [redacted] Air Lines for Trip Number [redacted].
 
We are writing to let you know that we received your Revdex.com concern in our Executive Offices. We offer multiple ways to purchase airline tickets. You can purchase an itinerary with disclosed flight times and prices and select the flight times that would go along your schedule.
 
If your flight times are flexible, you can select our Name Your Own Price service and allow us to assign an itinerary for you. Our record shows that you selected to book your reservation through our Name Your Own Price service, and allowed our system to select the flight times for you.  The Terms and Conditions of the reservation were presented to you prior to booking. By submitting the request, you indicted that you read, understood and agree to Terms and Conditions stipulated on your contract.
 
Should you find a lower rate online, Priceline offers a Best Price Guarantee. For Terms and Conditions of our Best Price Guarantee, please follow the link below:
 
[redacted]
 
Kindly contact our Customer Service to review your eligibility.
 
We are sorry for any disappointment caused and we thank you for your time.
 
Sincerely,
 
Berna A[redacted]
Executive Offices

Complaint: [redacted]
I am rejecting this response because:  when I was talking to the attendant at Priceline while at the airport, they never told me those facts. Also, I originally called Priceline to cancel [redacted] back in May due to illness and they told me I had to contact the airline directly. When they told me this, They should have told me it would null their involvement. The airline told me they contacted Priceline and told them of the air flight change in June. So if the airline took control of my flights, why didn’t they contact me directly if they told Priceline they were no longer involved?  And even then, if Priceline did get an email from a [redacted] in June, it would have been nice to get notified. That is just good customer service. Priceline dropped the ball on this one and isn’t taking responsibility for anything 
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Not refunding my money for a service that I did not use because I was refused is patently unfair and customer "unfriendly" regardless of policy/procedure. I really don't know if keeping my money is legally acceptable but to me and on behalf of all customers, it is morally unacceptable and based on this situation, it is unfair. I am requesting a full Refund of the amount paid for products or services because they were not delivered!
Sincerely,
[redacted]

Complaint: [redacted]
 e-mail given Priceline: [redacted]      Priceline trip#: [redacted]  
Sincerely,
[redacted]

Dear Mr. [redacted],
 
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 have received your
Revdex.com...

concern in our Executive Offices.
 
We understand your concern about being relocated to a
different hotel with a lower star level. We reviewed your issue and verified
that when you contacted us on June 11, 2015, concerning this matter, you were offered
the option to use the new reservation and receive a one night refund or, cancel
the reservation for a full refund.
 
Our record confirms that you chose to accept the reservation
for the new property at the lower star rating and receive the one night refund.
We apologize for any inconvenience; however, since you decided to use the
reservation and receive  a refund for one
night, we are unable to process a full refund for your hotel stay.
 
I thank you for your patience while this matter was under
review.
 
Sincerely,
 
[redacted]
Executive Offices

Dear Mr. [redacted],Thank you for taking the time to contact us
regarding your vacation package reservation at the [redacted]
for Trip Number [redacted].We are writing to let you know that we have
received your email in our Executive Offices.We understand that you are...


requesting an itemized receipt of this booking for reimbursement
purposes.Because the individual parts of the package are bundled
together, we are not able to itemize the individual costs of the components.
However, a separate email was sent advising that this reservation was paid in
full. In addition, we sent a copy of the itinerary which serves as a receipt for
your reservation. If you have further questions, please contact us
directly at: [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.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

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.  Upon hotel room check-in/out the hotel representative provided the consumer with the lower negotiated room rate established between priceline.com and the hotel, which is not available to the public.  Priceline.com is a travel agent and as such, makes hotel room rates available on behalf of the hotels. Just like every other business, we receive reduced rates because we sell in large volume, and if you compare our rates, you will find them to be very competitive. We strive to offer customers the best alternatives for saving money while at the same time maintaining profitability. I apologize if the consumer is disappointed with the difference in rates; however, Priceline will not be able to offer a refund for the difference in rates.
Sincerely,
N. D[redacted]
Executive Offices