Stahl Construction Company

From: [redacted] Sent: Tuesday, July 14, 2015 7:52 AM To: [redacted] Subject: [redacted] complaint case       Sent from Windows Mail I wish to withdraw this complaint. ([redacted])   Priceline assures me that I did indeed select a 2 star...

property.   As a senior, I could easily have done so and not remembered.   Thank you

Revdex.com, Inc.
I am in
receipt of the complaint initiated by the above-mentioned consumer and
appreciate the opportunity to respond.
 
According to the consumer, he/she requested hotel
accommodations for a three star quality Name Your Own Price® hotel.
However,...

Priceline confirmed a four star quality hotel, upgrading to a higher
star quality, without her consent. 
On each consumer’s checkout page we place the following
disclosure regarding this issue labeled under Important Information.
·       
If priceline accepts your price,
priceline will book your reservation in a property with an equal or higher star
level than you requested.
Attached hereto is a copy of the
consumer’s initialed contract page authorizing the terms and conditions of the
purchase.
I appreciate the opportunity to clarify.
Sincerely,
 
[redacted]
Priceline.com
 
 











[redacted]
[redacted]
[redacted]

Zone/Hotel Location:
[redacted]

 







Booked Priceline Star
Rating: 4



 

 
This
checkout page for trip number
[redacted] was submitted on 2015-04-17 13:54:14



Please Review Your
Request

















































3 Star Upscale Hotel,
[redacted] - [redacted] Area




















Which hotel will I get?

Check-In Date:

Friday, April 17,
2015

Check-Out Date:

Saturday, April
18, 2015

Region

[redacted]

City Area:

[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

Guaranteed Amenities:

Guest Score 7/10 or Higher

Number of Nights:

1











 























Offer Price Per Room, Per Night:

US$ 78.00

Travel
Insurance:


US$
5.00






Subtotal:

US$ 78.00

Taxes and Service Fees:

US$ 16.83

Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:

US$ 94.83

Have a coupon code? Apply Apply Coupon Remove Coupon
This coupon is invalid or has expired













Purchase Trip
Cancellation/Interruption Insurance
Check here to cover yourself in the event of unforeseen illness, injury,
and job loss for only USD5.00 per room per night. Details.





*Prices are in US dollars.
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.
For security reasons, and to indicate that you have
reviewed your request, please initial below. Remember that you agreed to
abide by priceline's terms and conditions regarding
hotel rooms and the use of the priceline.com Web site by entering your
initials when you submitted your original request.






Initial Here:

I have read, accept and agree to abide by priceline.com's terms and conditions, privacy policy
and the travel insurance Description of Coverage. I have read, accept and agree to
abide by priceline.com's terms and conditions and privacy policy.

Dear [redacted]Thank you for taking the time to contact us regarding your airline reservation under Trip Number [redacted]I am writing to let you know that we have received your Revdex.com complaint in our Executive Offices. I understand your concern about finding a lower rate for...

the same itinerary.As you stated in your complaint, you saved a screenshot of the lower price. Kindly reply to this email and attach a copy of the lower rate so we can further review your request.I look forward to hear from you.Sincerely,Nico T[redacted]Executive Offices

Dear [redacted]
We are contacting you today regarding your hotel
reservation at the [redacted] Theater District 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 change the hotel for your reservation because the hotel's theme
is not appropriate for your child. We apologize for any inconvenience this may
have caused.  
 
We contacted the [redacted] Theater District and they
transferred your reservation to the [redacted] which is 2 blocks
away from the their property and also a 4 star hotel. I contacted the [redacted] and they confirmed your reservation. Below are the details
of your new hotel reservation:
Hotel's Name: [redacted]
Address: [redacted] Hotel Confirmation Number: [redacted]
Please be advised that the changes will not reflect here
in our system since the changes was made directly by the hotel.
If you have further questions, please contact us directly
at ###-###-####. 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 apologize for the inconvenience and thank you for
giving us the opportunity to assist you.
Sincerely,
Joe A[redacted]
Executive Offices

Revdex.com, Inc.
 
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. Unfortunately, there is nothing we can add to what has already been
stated in our previous correspondence.
 
·       
The consumer chose to make a Name Your
Own Price purchase.
 
·       
The terms and conditions of the selected
purchase were clearly disclosed to the consumer prior to purchase.
 
·       
As noted on the attached initialed contract
page, the consumer agreed to the terms and conditions of the selected request.
Priceline tells consumer if
your offer is accepted, we will immediately lock in your reservation and charge
your form of payment. If your offer is not accepted,
you will not be charged.
Priceline does not guarantee accepted confirmations
for Name Your Own Price®
requests.
 
Important Information
Once
you've reviewed your information above, please review the following rules
regarding rental cars issued through priceline.com:
·       
Rental cars are non-refundable,
non-transferable and non-changeable even if the reservation is not used.
If your offer is accepted, we will immediately lock in
your reservation and charge your form of payment. If your offer
is not accepted, you will not be charged.
 
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 2015-05-22 17:42:28












 






















·       


7
·       


4

·       


AUTO
·       


AC
Unlimited Mileage
Full-Size SUV with Unlimited Mileage




Pick-up: [redacted]
Drop-off: [redacted]
Pick-up Date & Time: Tuesday, June 30, 2015, 10:30 AM
Drop-off Date & Time: Tuesday, July 07, 2015, 05:00 PM
Rental Car Company:


Total Charges
8 Days at: $37 /day



Total:$438.28
Summary of Charges
Your Price Per Day:
$37 (per day)
Total Rental Days:
8
Subtotal:
$296
Taxes and Fees: (details)
$142.28
Total Charges:
$438.28
Best Price Guaranteed
Prices are in US dollars.

Name Your Own Price® is Available for US & Canadian billing addresses only

Driver Information
First
**
[redacted]
Driver's age at pickup

25 and over
under 25?













Security Deposit:

Please indicate what the driver will provide for the
refundable deposit required at the rental counter:
Credit Card Debit
Card

The debit card presented at the counter must be in the
primary driver's name. Any funds used for the deposit cannot be accessed
until after the car is returned. The amount required depends upon car type,
rental period, and optional items.

For customers who use a debit card, some partners may require proof of
round trip travel. Will you have proof of round trip travel, or are you a
local renter?
Proof of
round trip travel Local
renter

The credit card presented at
the counter must be in the primary driver's name. The amount of credit
required depends upon car type, rental period, and optional items.





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

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

Complaint: [redacted]
I am rejecting this response because:Even though the company does have verbiage on the site that they think is sufficient it is not.  It is STILL misleading because #1 you feel like you are getting the best price when you book this way.  The hotel offered a much lower price when booking directly over the phone with them and offered me two beds as I needed.  #2 when they say you can contact the hotel (even though its not guaranteed by priceline) they make you feel like the hotels will be open to this.  When in fact the hotels are not at all willing to change your reservation with out charging a fee.  So you will be paying a fee FOR SURE not maybe.  Also and this is the most important point PRICE LINE DOES NOT CARE IF YOU HAVE MADE A MISTAKE.  THEY HAVE A ZERO CUSTOMER SERVICE POLICY.  IF YOU HAVE MADE AN ERROR THEY REFUSE TO DO ANYTHING ABOUT IT EVEN THOUGH I WAS WILLING TO BOOK THE ROOM THROUGH THEM IF THEY HELPED ME AMEND MY MISTAKE.  THEY JUST SAY NO, SORRY, HAVE A NICE DAY THANKS FOR THE MONEY, YOUR SCREWED.  This is unacceptable customer service and an unacceptable policy. I am sure if enough people figured it out there would be a GIANT class action lawsuit out there that the people would win.  The facts are even though they think its clear and conspicuous its NOT because normal people like me who book travel all the time didn't get it.  I was confused.  I made a mistake.  Priceline does not care they are already paid.  they just tell you to have a nice day. 
Sincerely,
[redacted]

Complaint: [redacted]I am rejecting this response because: It is Priceline's responsibility to ensure accuracy of the information they provide to consumers within their mobile application.  Although why it may be true as Priceline states,"it is the consumer's responsibility to double check the accuracy of their purchase", as stated before, the interface not only gives the consumer false information, but it is also misleading and deceptive in persuading consumers to purchase their service in locations other than what the consumer specifies. Sincerely,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I will accept this offer, though with reservation, as the [redacted] agent was the one who insisted that the driver, [redacted] accept this additional insurance. 
Sincerely,
[redacted]

Dear Ms. [redacted],
 
Thank you for taking the time to contact us regarding
your rental car request 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 have issues with your rental car
request.
 
We appreciate your feedback and noted this on our record
as we continue to improve our service and avoid this from happening again.
 
Prices are constantly changing depending on inventories
and travel dates. Our records show that your rental car requests were not
confirmed because we were unable to find a rental car partner willing to accept
your request and your card has not been charged. In addition, please note that
we are unable to either honor the $6.00 per day rate that was previously
offered or process a refund of the price difference in case you will have a
reservation booked at a higher rate.
 
You may continue to submit a new request; however, you
will need to change your 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.
 
I hope you find my reply helpful and we thank you for
your time.
 
Sincerely,
 
[redacted]
Executive Offices

I have
received the consumer’s additional comments and am sorry that the consumer was unable
to book the requested reservation through our service, however pleased that the
consumer was ultimately able to purchase the desired reservation.
Sincerely, N.
D’[redacted]  Executive
Offices









Read More Customer Complaints:

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RevDex.com, Inc.
 
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 am sorry
that the consumer selected the wrong travel date and the selected airline
ticket purchase is restricted/non-refundable and non-changeable. Unfortunately,
there is nothing we can add to what has already been stated in our previous
correspondence. We are truly sorry that we are unable to assist the consumer any further in this situation.
 
Sincerely,
[redacted]
priceline.com

Dear Ms[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. As we understand, you wanted to add an infant to your...

booking. We are sorry for the frustrations that you have encountered with this airline reservation. This is certainly not indicative of the kind of customer service that we strive to provide. It is our goal to provide quality service and we regret any incidents that created the perception that we have not provided you with adequate service. Unfortunately, as stated on our website, we do not sell infant tickets and you had to get in touch with the airline directly for this concern. We reviewed your records with our airline partner and we are glad to learn that they assisted you in adding your baby to the reservation. Thank you once again, Ms. [redacted] for taking the time to notify us of your concern. We hope you give us another chance in serving your future travel needs. Sincerely, [redacted] Executive Offices

Dear Mr. [redacted],
Thank you for contacting us regarding your reservation at
the [redacted] 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 requesting a
refund on...

your unused reservation.
We reviewed your reservation details and confirmed your
original request submitted for [redacted], TN was rejected, and you resubmitted
by selecting [redacted], TN as the area you wanted your hotel to be located
within. We provided a virtual map to view where your hotel could be located
prior to submitting your offer, and we confirmed your hotel is within the area
selected. The contract page provided prior to submitting your request stated:
Rooms purchased through Priceline cannot be cancelled, changed or transferred
and refunds are not allowed. We are sorry if you were unhappy with the location
of your hotel; however, your request is non-changeable, non-refundable and
non-transferable.
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

I am in receipt of the complaint initiated by the
above-mentioned consumer and appreciate the opportunity to respond.
 
The consumer selected Priceline's Name Your Own Price service and
requested a property located in the city area labeled [redacted]...

[redacted].
 
We are sorry that the consumer is not satisfied with the location
of his/her accommodations at The [redacted] by [redacted].
 
Priceline discloses that we will find a room in
a hotel willing to agree to your offer price and located within the shaded area
displayed on the priceline.com website for the consumer's selected area(s). The
[redacted] by [redacted] is located within
the shaded area of the mapping guidelines for the city area labeled [redacted].
Consumers who prefer to stay in a particular location or particular property
have the option to visit our Published Price service, and choose his/her
preferred hotel and location from a list of competitive prices across a wide
range of hotels.
We are sorry that the consumer’s selected purchase is non-refundable and
non-changeable, and we are unable to assist with a refund.
We hope you find this information helpful and
appreciate the opportunity to clarify the matter.
Sincerely,
[redacted]
priceline.com
This
checkout page for trip number
[redacted] was submitted on 2015-07-26 21:09:50



Please
Review Your Request















































2½ Star Moderate-Plus Hotel, [redacted]




















Which hotel will I get?

Check-In Date:

Saturday, August
1, 2015

Check-Out Date:

Sunday, August 2,
2015

Region

[redacted] - [redacted]

City Area:

[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

Guaranteed Amenities:

Guest Score 7/10 or Higher

Number of Nights:

1













 























Offer Price Per Room, Per Night:

US$ 70.00

Travel
Insurance:


US$
5.00






Subtotal:

US$ 70.00

Taxes and Service Fees:

US$ 14.98

Priceline Hotel Coupon:


-US$ 0.00





Total Charges*:

US$ 84.98

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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Yes!
I'd like to purchase Trip Protection for USD5.00 per room, per night. Terms and Conditions
No,
thanks. I prefer to travel without Trip Protection.
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.

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]

Thank you for taking the time to contact us regarding your vacation package 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 apologize for the difficulty you encountered. We...

understand you were unable to travel due to changes on your travel plans and you are requesting for a refund. Please note that our ability to cancel or change a reservation depends on each of your vacation package reservation components policies. Also, if you were unable to use your reservation as scheduled, our partners will consider you a no show. This is the standard procedure and it deems your reservation non refundable. We reviewed the airlines fare rules associated to your ticket and verified it is non refundable. We reviewed your information with [redacted] Airlines and verified the ticket under your name can be placed on hold for future use only until January 6, 2018. You will be responsible for the re-booking fee of 200.00 USD per ticket, difference in fares and a 30.00 USD per ticket service fee. We were able to verify the hotel component booked under [redacted] was used. The rental car component of your reservation is restricted. The rental car component was booked under your name as the primary driver and is non changeable. You can only add additional drivers at the rental counter for an additional fee payable to them. However, you as the primary driver designated during the booking process needs to be at the rental counter to pick up the car. You will need to provide a valid drivers license and a valid credit card with available funds for the security deposit or any additional/optional items purchased at the rental counter. We apologize, the rental car component of your vacation package reservation cannot be changed, canceled or refunded.   Thank you for your time and we hope you find this information helpful.   Sincerely,   [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because: We had an excellent stay at the [redacted]. Our issue was with Priceline, as we felt your listing on the Express Deal greatly misrepresented the overall cost we would incur. The reason we filed a Revdex.com complaint was essentially because our experience with your customer service line has been HORRIBLE on multiple occasions. After interacting with them, it is clear that Priceline is more motivated by their bottom line than having satisfied customers. Your refusal to make any exceptions for us has cost you a lifetime of business for us and our friends. Your mode of operating is a complete disappointment. 
Sincerely,
[redacted]

I am writing you today regarding your hotel reservation at the [redacted] under Trip Number [redacted].   I am writing to let you know that we have received your Revdex.com complaint in our Executive Offices. I understand your request to be refunded for the reservation due...

to the hotel's failure to add your fiancee's name to the reservation which resulted to a major issue during your stay. I checked our records and see that the hotel has already advised that they are refunding your card directly as compensation for your issue. Should you require additional assistance, please feel free to respond to this email.   Thanks for choosing us for your travel needs.   Sincerely, [redacted] Executive Offices

Complaint: [redacted]
I am rejecting this response because:I understand about time lapses but this went on all evening and your website never reflectted the price the airline was supposedly charging. Your website is a scam and I will be sure to let others know what a scam it is! With today's technology this should never be happening for a whole evening! 
Sincerely,
[redacted]

Thank you for taking the time to contact us.   We are writing to let you know that we received your Revdex.com concern in our Executive Offices.   We sincerely apologize for the difficulty you encountered. We understand your requests for November 3-5 were rejected and your...

credit card was authorized for 136.98 USD. We reviewed your information and confirmed all your requests for November 3-5 were rejected due to constantly changing inventory and availability. In order to process your request, we first place an authorization on your account. These authorizations drop off and you will not be successfully charged for your rejected requests. In most cases, 5 to at most 7 days depending on your bank's process.   Furthermore, we were able to confirm you have a confirmed reservation at the [redacted] [redacted] for November 4-5. Your Trip Number is [redacted] and the charges are all payable to the hotel.   Thank you for your time. We hope you find this information helpful.   Sincerely, [redacted] Executive Offices