Stahl Construction Company

Hello. Please see the email that we have sent to our customer below.  [redacted] Thank you for taking the time to contact us regarding your airline reservation for Trip Number [redacted]
We are writing to let you know that we received your Revdex.com concern in our...

Executive Offices. We apologize for the inconvenience. We understand you are requesting for a refund of the difference because the price currently offered through a different website is currently higher than your original booking that was canceled. We reviewed your reservation and verified your reservation was canceled per your request for a full refund of 5902.24 USD on January 24, 2017. Once a reservation has been canceled, it cannot be reinstated. If you book a new reservation through Priceline.com or a different travel agency, the prices may change depending on availability and constantly changing inventory. The refund was processed through our system within one business day; however, bank processing time varies, so please check with them if you don't see the refund in your account within a few business days. Furthermore, your reservation had to meet the rules and restrictions of the Best Price Guarantee to be eligible for a refund of the difference. Our records indicate that your reservation did not qualify because the rate offered through a different website was higher than your original booking. Also, our Best Price Guarantee does not apply to fares that aren't available to the general public, such as those for corporate customers, military personnel, students, children, senior citizens, groups, and members of organizations such as [redacted]nd [redacted] as well as wholesaler and consolidator fares, convention rates, and fares purchased through coupon promotions, loyalty and other "reward" programs. We sent you a separate email with the details to our Best Price Guarantee policy. We apologize, we have no control over the prices and we are unable to issue any refund or compensations. Thank you for your time and we hope you find this information helpful. Sincerely, [redacted] Executive Offices

Our record indicates that this matter has been addressed with the consumer, and a refund of $127.58 was issued.
 
Sincerely,
[redacted]
Priceine.com

Complaint: [redacted]
I am rejecting this response because:I got an email from them to inform me the refund request has been submitted (not approve) last week. But no any further update so far.
Sincerely,
[redacted]

We
have received the consumer’s additional comments.  As you requested, we have again reviewed this
matter to see if we overlooked anything that might support a more favorable
conclusion. 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 with a refund in this situation.
                                        ...⇄
Sincerely,
[redacted]
priceline.com

We apologize that you were unhappy with your hotel accommodations. We evaluate each participating hotel on many criteria, including cleanliness, guest satisfaction, décor, etc. From your comments, it appears that your hotel fell short of your expectations. We appreciate your feedback and have...

contacted the appropriate people at the hotel to share your concerns. For the inconvenience, we made a decision to process a 10% refund for both your reservations. A refund for $36.79 and $37.49 were issued on January 25, 2018. Your refund has been processed through our system. If you need to check the status of your refund, please contact your bank directly to inquire about their processing time. We are sorry we did not provide you the answer that you are looking for and we thank you for your time. Sincerely, Executive Offices

Please see the recap of our customer's issue below.  Customer or Passenger's Name: [redacted]
Revdex.com Case ID [redacted]  Revdex.com information is below: Issue: -          Customer requested to cancel the rental car due to change of plans...

(no specific reason indicated). -          Customer was previously advised of the policy (non-changeable, no-cancellable and non-refundable); however, he insisted. Resolution:-          Issue was escalated and SOD Ana Liza approved the cancellation less one day fee of $35.00. -          I called the customer to advise and he agreed to cancel for a partial refund of $381.31.-          Customer was satisfied with the resolution. Please consider this resolved. Sincerely, [redacted]
[redacted]

Complaint: [redacted]
I am rejecting this response because: if I had booked the rental car with it the airfare then I would been out more money because I would of not made it to it the rental car agency before they closed and I would had to pay for a hotel due to Priceline's false advertisement and making a call to customer service would not have helped because they don't care about the customers needs or issues. I would not had any  idea that car rentals car closed at 11pm at this airport if I would of not done my research on my own and I had still had the opportunity after the air purchase to add a car to the airfare,  but why would I do that when the car rentals close at 11pm and be stuck there and I was traveling alone. I have never had an issue with Priceline before this incident and this could been easily resolved. I recommend Priceline to a lot of colleagues, friends and family but now after reading all the complaints and has had to happen to myself that this company is a true scam.
Sincerely,
[redacted]

I
am in receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
Our
documented case history confirms that the consumer contacted Priceline
requesting to change the passenger name for an airline ticket. Our records
indicate...

that the consumer  was offered
the option to cancel with a $30 cancel fee and a $7:45 processing fee, and
the  consumer did not accept this option.
 





Chat Start Time:



03/17/2015 17:09:01 PM


 
 
[redacted],
I reviewed your reservation, the airline's charge significant fees to make name
corrections. I can cancel your reservation and issue a refund minus a
cancellation fee of $30 and the original processing fee of $7.45. This will
give you the freedom to book a new reservation with the correct name. Would you
like me to cancel your reservation?
Please
note that this option to cancel is available before Wednesday, March 18, 2015;
11:29PM ET.
 
Travel
is now past date and the option to cancel with a fee is no longer an option.
I am sorry
that we are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Dear [redacted]
 
Thank you for taking the time to contact us regarding
your reservation at the [redacted] [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 you have several concerns about your hotel
reservation. We reviewed your hotel and verified that it is located within the
designated area you viewed prior to purchase. We apologize that you are unhappy
with your upcoming hotel accommodations. We do evaluate each participating
hotel on many different criteria, including cleanliness, guest satisfaction,
decor, etc. We are sorry to hear that this hotel falls short of your
expectations.
 
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 hotel you get will
meet priceline's strict quality standards. We also checked your hotel's rating
on other websites and found the following:
 
[redacted] - 4 Stars / 4.1 out of 5 Guest Rating [redacted]
- 4 Stars / 4 out of 5 Guest Rating [redacted] - 4 Stars / 4.1 out of 5 Guest
Rating
 
We also checked on our website and found a cheaper rate
for the same exact itinerary. The lowest rate available is $130.40 per room per
night for a total of $880.20. Since your are eligible for our Best Price
Guarantee, we went ahead and processed a refund of the difference which is
$510.90. Your refund has been processed through our system. If you need to
check the status of your refund, please contact your bank directly to inquire
about their processing time.
 
Thank you for giving us the opportunity to assist you and
we thank you for your time.
 
Sincerely,
 
Frich A[redacted]
Executive Offices

We are contacting you today regarding your attempt to book an airline reservation on our website.   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We understand that you want to get the lowest rate in booking your airline...

tickets. Our booking system is linked to our travel partners' booking system, occasional time lags impact true reservation availability. Therefore, listed reservations may not actually be available because our travel partners have not refreshed their reservation system database at the time we access it. This time lag is common throughout the travel industry and is not unique to us. While it is rare that this happens, it appears that due to changing inventory, the reservation we offered was no longer available at the time we attempted to book it.   Thank you for giving us an opportunity to assist you. We hope you find this information helpful.              Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:BEFORE I MADE THE RESERVATION, I CALLED THE HOTEL DIRECTLY AND SPOKE WITH A WORKER WHO SAID THAT HIS NAME WAS CHARLIE. I THEN ASKED HIM DID THIS HOTEL HAVE ANY EXTRA FEES OR CHARGES THAT I NEED TO KNOW ABOUT AND HE TOLD ME NO. HE THEN ASKED ME HOW WAS I PAYING AND I TOLD HIM THAT I WAS PAYING BY CREDIT CARD. AND HE STATED AGAIN THAT AS LONG AS I WAS PAYING BY CREDIT CARD THAT THERE WOULD BE NO EXTRA FEES FOR ME TO PAY. SO WITH THAT BEING SAID, I WENT AHEAD AND RESERVED THE ROOM. MY BROTHER GETS TO THE HOTEL AND THAT IS WHEN HE IS TOLD THAT THERE IS A $100.00 INCIDENTAL AND DAMAGE FEE. I ASKED HIM TO GET THE PERSON NAME THAT HE WAS SPEAKING WITH AND SHE TOLD HIM THAT HER NAME WAS TIANA B[redacted], AND THAT SHE WAS THE GENERAL MANAGER. I THEN RE-TELEPHONED THE NUMBER THAT WAS ON THE SITE FOR THE HOTEL AND WAS TOLD BY ANOTHER WORKER THAT THE PERSON NAMED CHARLIE WASN'T THERE. I THEN TOLD MY BROTHER TO TELL THE GENERAL MANAGER WHAT WAS TOLD TO ME AND SHE STATED THAT THEY DO NOT HAVE ANYBODY WORKING THERE BY THE NAME OF CHARLIE.  EITHER THEY ARE LYING OR THEY DON'T KNOW ALL THE NAMES OF THE PEOPLE EMPLOYED THERE.   I THEN REPEATED THE NUMBER THAT I CALLED AND ASKED MY BROTHER TO ASK THE GENERAL MANAGER, MS B[redacted], WAS THIS THE CORRECT NUMBER AND SHE SAID YES. SO SOMETHING IS WRONG AND I NEED SOMEONE TO BE HELD ACCOUNTABLE FOR FALSE AND MISLEADING INFORMATION. AS I WAS FORCED TO TRY AND GET ANOTHER ROOM FOR MY BROTHER 
Sincerely,
[redacted]

Hi. Please see the response that we sent to our customer below. [redacted] We wanted to take this time to contact us in regards to your hotel reservation at the [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 do not feel that this is a 2 star hotel and are requesting a refund for your stay. We do evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, decor, etc. We are sorry to hear that this hotel falls short of your expectations. This 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.  We do feel that this hotel is properly rated through our system, and have contacted the hotel to share your experience; however, they are unwilling to offer any refund for your stay. We would; however, like to provide you with a 20% goodwill refund in the amount of $16.28 as well as offer you a 20% discount coupon to be used for a future Express Deal reservation. This coupon expires on November 30, 2017.  Coupon Code: HY7WVNBT 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. We apologize for any inconvenience and we thank you for your time. 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. I understand that the consumer selected a discounted, specially priced vacation package, inclusive of an airline ticket, hotel and rental car, and requests an itemized breakdown for the exact airfares, hotel charges, and rental car for the selected vacation package purchase.We are unable to breakdown the charges or provide an itemized receipt for each travel component for package reservations because we combine special prices together for each component selected by the consumer into one discounted rate. This discounted rate would not be available if the consumer purchased the travel components separately. The total amount of the package was presented to the consumer prior to purchase on his/her contract page.Package providers, including Priceline, cannot break out components of a package because travel suppliers (hotels and airlines) only agree to provide discounted vacation package pricing if the components are bundled. This allows the suppliers to provide discounted pricing without undercutting their own retail rates. Since this is an industry standard, a reasonable customer would expect that a package price cannot be unbundled. When the customer selects the package, he is provided one bundled price and is informed that he is saving money by bundling the components together in a package as opposed to purchasing the components separately. As noted on the attached contract page, the package price, disclosed prior to purchase, clearly discloses that a total price, inclusive of all taxes and fees.The consumer initialed that he/she understood and accepted the terms of the contract, as well as the terms and conditions of the selected purchase, which also states that taxes and fees are not broken out. The consumer clearly chose to make the package purchase with the understanding that the total purchase price was inclusive of each travel component and taxes and fees. We appreciate the opportunity to clarify.Sincerely,[redacted]priceline.com

Complaint: [redacted]
I am rejecting this response because:I have given them every opportunity to admit that this is not a 3 star hotel and to do right by me. I have every intention of going through with this reservation and documenting every bit of it. If this MOTEL has bed bugs and black mold as others have claimed I will be suing priceline. 
Sincerely,
[redacted]

The customer was contacted via phone and offered the option to cancel. The hotel was allowing an exception to refund. However, the customer opted to keep the reservation as she was already on her way to the hotel We have kept the reservation as is. SincerelyExecutive 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 understand that [redacted] Rent a Car charged the driver for additional coverage (Extended Protection); however, we are unable to refund those fees. The description of the coverage was provided prior to purchase. I am sorry that Priceline is unable to assist the consumer any further in this situation.
 
Sincerely,
N. D[redacted]
priceline.com

Thank you for taking the time to contact us regarding the refund of your hotel reservations at the [redacted] [redacted] and the [redacted] And Suites Rome for Trip Numbers [redacted] and [redacted], respectively.   I am writing to let you know that we have received your Revdex.com concern...

in our Executive Offices.   The following refund has been processed.       PTR                 Refund Amount       Date Issued [redacted]        $207.82            May 12, 2017  [redacted]           138.26             May 13, 2017   We will issue a refund to your bank within one business day. Your bank will then post it to your account. If you do not see it in your account within a few days, you may either contact your bank for further assistance or send us your bank statement for the month of May for us to research further. Please send it as an attachment using PDF or JPG format and be sure that it is no larger than 2MB. Any attachments that do not meet this criteria are considered potential for spam/malware/viruses and are stripped from the email of our corporate email account.   I hope you find this information helpful and we thank you for your time.   Sincerely,   [redacted] Executive Offices

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]

Complaint: [redacted]
I am rejecting this response because:I do not think it is fair to take money for a service that is not rendered!Mistakes are made and I called in good faith well ahead of time to take care of the mistake of the return flight date. I spoke to two of pricelines customer service reps. found them to be rude and not understanding of a situation that could have been fixed.Now I am being charged for tickets I cannot use,and had to reorder through priceline again.im going to my nephews wedding,now out several hundred dollars,which is leaving me in dyer straits,and cannot afford wedding gift let alone things needed during my stay.....I sincerely  hope we can come to a reasonable outcome to this situation and not waist anymore of either sides time.Mistakes are made weather by machine or human error...I dont feel it is right to penalize customers in such a fasion when it could have been taken care of with a few clicks of a computer!
Sincerely,
[redacted]

[redacted]   Thank you for taking the time to contact us regarding your reservation at the Extended Stay America - [redacted] - Plano Parkway 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 full refund of the reservation because you were unable to check-in due to an issue with the hotel's security deposit.   We apologize; however, we will not be able to provide the refund you are requesting. When you booked this reservation on our website, we presented you with a  Contract Page to review. This contract contains all your travel information, the terms and conditions, including the information that, "Reservation holder is required to present a valid Photo ID and Credit Card at check-in for incidentals, hotel imposed fees, that could be mandatory (e.g., resort fees) or optional (parking, minibar etc.), and deposits." All guests who stayed at the hotel were required to pay the deposit fee and this is refundable after check-out.   When you did not travel according to your confirmed itinerary, our travel partner released your reservation. The type of reservation you booked is restricted; which means, it is non-changeable, non-refundable, and non-transferable. For your reference, we sent a separate email that contains a copy of your contract page.   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  [redacted]   Thank you for taking the time to contact us regarding your reservation at the Extended Stay America - [redacted] - [redacted] Parkway 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 full refund of the reservation because you were unable to check-in due to an issue with the hotel's security deposit.   We apologize; however, we will not be able to provide the refund you are requesting. When you booked this reservation on our website, we presented you with a  Contract Page to review. This contract contains all your travel information, the terms and conditions, including the information that, "Reservation holder is required to present a valid Photo ID and Credit Card at check-in for incidentals, hotel imposed fees, that could be mandatory (e.g., resort fees) or optional (parking, minibar etc.), and deposits." All guests who stayed at the hotel were required to pay the deposit fee and this is refundable after check-out.   When you did not travel according to your confirmed itinerary, our travel partner released your reservation. The type of reservation you booked is restricted; which means, it is non-changeable, non-refundable, and non-transferable. For your reference, we sent a separate email that contains a copy of your contract page.   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