Stahl Construction Company

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 insistedResolution:- Issue was escalated and SOD Ana Liza approved the cancellation less one day fee of $- I called the customer to advise and he agreed to cancel for a partial refund of $381.31.- Customer was satisfied with the resolutionPlease consider this resolvedSincerely, [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 OfficesI 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 stayI checked our records and see that the hotel has already advised that they are refunding your card directly as compensation for your issueShould 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: Sincerely, Rachel F*

Dear [redacted] Thank you for taking the time to contact us regarding your hotel reservation with 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 concern regarding your room and I am sorry to learn that you were unable to use your reservation. We have worked hard to make our service convenient and accessible for all of our customers, but we acknowledge that there are always areas where we can improve. We appreciate your efforts in bringing this issue to our attention and hence, we have shared your feedback with our website team. We have also reached out to the International Students Residence to research your issue; however, they have not been able to respond to confirm that your reservation was not used and if they are willing to make an exception to issue a refund. We further reviewed your request and a decision has been made to refund your reservation in full because we value your business. The refund for 126.72 USD was issued today, May 24, 2016. Your refund will be processed through our system within one business day. If you need to check the status of your refund after a few business days, please contact your bank directly to inquire about their processing time. Thanks for choosing us, and we look forward to serving your future travel needs. Sincerely, Nico T [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because:I was out of town undergoing a very painful diagnostic procedure at the time this message came through an am just reading it this morning. I request that the case be re-opened. Should the BBB need documentation that I was in fact out of town and under the care of a orthopedic spinal surgeon, let me know and I will provide documentation. The explanation by Priceline is correct but leaves out the fact that the customer can select zones on a map that become highlighted and automatically check a box in the corresponding list to the left. I was clicking on the map, not the list. The Priceline representative I last spoke with ADMITTED TO ME ON THE PHONE THAT I HAD CLICKED ONLY ON “ [redacted] ***” AND NOTHING ELSE. They admitted they were in the wrong and still seem to think that I am somehow responsible for their computer systems booking error. My family just emerged from both a foreclosure and chapter 7 and cannot afford to pay for the mistake of a giant corporate entity like Priceline. I am in the process of setting up a video shot that will show me going through the exact same steps I made when attempted to book in the [redacted] area. Just short of placing the bid of course. Thank you. Sincerely, [redacted]

In order to locate the referenced reservation at [redacted] *nd review this matter, please provide the digit priceline.com request number, as well as the email address that was provided at the time of purchase Thank you, [redacted] Executive Offices The consumer’s rebuttal states: I am rejecting this response because: this does not refer to my complaintMy complaint referred to a reservation at Hotel WhitcombI have just received this reply regarding my complaint: Dear MsBurke, Thank you for your prompt response As requested, I have cancelled your reservation in our system and issued a full refundYour $refund will be processed by our system back to your bank within business day; however, since bank processing time varies, kindly check with them if you do not see the refund in your account within a few days Thank you for your patience while I resolved your issue, and I hope you find this information helpful Sincerely, Christine Maquilla Executive Offices

Complaint: [redacted] I am rejecting this response because: I looked up this flight again through priceline week later, and it still showed the same flight and same price were availableI didn't try to book it though, I have since purchased my flight through a different, honest serviceI'm no longer interested in the flight through priceline, and will never do business with them again Sincerely, [redacted]

Hi See the response below we sent to the customer: Dear Ms [redacted] , We are contacting you today regarding your reservation at the [redacted] We are writing to let you know that we have received your RevDex.com concern in our Executive OfficesAs we understand, you haven't received your refund for your reservationWe apologize for any inconvenience this may have causedWe checked our records and verified that a refund of $was processed back to your account last October 10, Bank processing time varies so please check with them if you still don't see the refund posted to your accountWe apologize for the inconvenience and thank you for giving us the opportunity to assist youSincerely, Joe A [redacted] Executive Offices

I have received the consumer’s additional commentsAs you requested, I have again reviewed this matter to see if we overlooked anything that might support a more favorable conclusionPlease note that passengers are responsible for on-time chewith the airlineIn the event the passenger arrives late for check-in, the airlines will consider the passenger a "no show" and will automatically cancel the remainder of the reservationThe passenger’s tickets will not be honored and no refunds will be granted for the unused portion of your trip I am sorry that we are unable to assist the consumer any further in this situation Sincerely, [redacted] priceline.com Airline Information · Since airlines change flight schedules from time to time, it is the passengers' responsibility to call the airline and confirm flight information prior to each departureWe recommend that you arrive at the airport a minimum of minutes in advance of departure for domestic flights, and at least hours in advance of departure for international flights · If you choose not to take your outbound flight, the airlines will consider you a "no show" and will automatically cancel the remainder of your reservation Your tickets will not be honored and no refunds will be granted for the unused portion of your trip · For more helpful tips and travel advice, click on the topics below • Flight Schedule • Airport Che and Security • Baggage/Special Requirements • International Travel • Notice of Incorporated Terms • Seat Assignments • Air Fare Rules and Restrictions • Frequent Flyer and Loyalty Programs This contract for request number [redacted] was originally initialled on Sun Jul 12:22:EDT We Recommend Trip Protection Life is uncertain...plan for the unexpected Get the following protection up to the limits listed below and much more for $per person 100% Trip Cancellation and Trip Interruption Protection reimburses for cancellations due to unforeseen illness of traveler, family members and traveling companions, death in the family, job loss, natural disaster at departure or destination city or other specified events $Baggage and Personal Effects reimburses for lost personal effects as well as checked baggage throughout your trip $50,Emergency Evacuation coverage pays for the cost of medical transportation to the nearest medical facility and/or to your home in the event a serious medical situation requires an evacuation $1,Medical Expense Coverage $10,Travel Accident Protection 24/Hour Live Travel Assistance A real person available to assist you any time of the day with last minute flight or hotel changes, luggage locator services, cash transfers, medical assistance services and emergency services We Found a Great Deal for You $ If you can depart on Thursday, July and return on Saturday, August we can get you tickets for $per ticket including taxes and fees Departing Flight Information - Thursday, July 30, From: [redacted] To: [redacted] 0-Connections Depart between 6am-10pm Jet Aircraft Returning Flight Information - Saturday, August 8, From: [redacted] To: [redacted] 0-Connections Depart between 6am-10pm Jet Aircraft [redacted] [redacted] (under 18) [redacted] (under 18) [redacted] (under 18) Summary of Charges Airline Ticket Offer Price: $per ticket Govt Taxes, Airline Fees and Agent Fees: $per ticket Airline Ticket Trip Protection: $Declined+ Add now Recommended! Number of Tickets: Airline Ticket Delivery: $(Electronic Ticket) Airfare Subtotal: $1, Total Trip Cost: (All prices are in US dollars) $1, Baggage fees are not included in your trip cost Important Information • Your airline tickets are non-refundable, non-transferable and non-changeable • Your tickets will be round-trip, coach class tickets issued on one of Priceline's partner airlinesYou must fly on the flights assigned to you Upgrades and standbys are not available and if any part of the ticket is unused it has no value after ticketed departure time • Name Your Own Price tickets issued through Priceline are not eligible for frequent flyer miles Priceline customers are protected by the same airline regulations extended to all passengers, including protection against overbookings and baggage loss • If we find an airline that accepts your price, we'll immediately purchase your tickets using the payment information you provided • You will be issued electronic ticketsRemember to bring a valid government-issued photo ID with you to check-inPhoto ID must match the passenger name provided Once you click "Buy My Tickets Now" below, we'll immediately purchase your tickets using the payment information you provided to usIn most cases, your complete flight itinerary will be ready for you in secondsRemember, these tickets cannot be cancelled, transferred or changed [redacted] ** I have read, accept and agree to abide by Priceline.com's terms and conditions and privacy policy Please note: If you are ready to purchase, please select "Buy My Tickets Now"Due to constantly changing airline inventory, ticket availability is not guaranteedYou will be charged only upon a successful booking

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 we received your email in our Executive Offices We understand you would like to proceed with the exception offeredWe reviewed your request and cancelled your reservation for a full refund A refund in the amount of USDThe 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 Thank you for giving us the opportunity to assist you and we hope you find this information helpful Sincerely, Junko A [redacted] Executive Offices

Dear [redacted] We are contacting you today 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 OfficesWe understand that you would like to change your reservationOur ability to assist you is dependent upon the airline's policyThe airline governs the ticket rules for this reservationAirline fare changes from time to time due to changing availabilityAt the time you contacted our Customer Service to change the flight, you were quoted the rate based on the airline's availability and prices To change the reservation, the airline will charge $ penalty plus any fare differenceWe will charge a $priceline service fee We can waive the priceline service fee; however, we cannot waive the airline's fee As of this time, the current available fare is $1, The value of your ticket is $In order to make the change, a fare difference of $and $penalty fee is required, for a total of $ This fare is not guaranteed as airfares are subject to change The reservation is non-refundableHowever, we can place the value of the ticket on hold, valid for year from the date of issue Exchange and travel must be completed on or before February 28, Once you are ready to rebook, you will still pay the $penalty fee and fare difference If you are interested in changing or cancelling the reservation, don?t forget to call before your current scheduled departure, which is Tuesday, May 3, 2016; 9:AM, because no changes or cancellations will be allowed after this time We apologize for the inconvenience and hope you found this information helpful Sincerely, Zadhy S [redacted] Executive Offices

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 OfficesAs we understand, you wanted to add an infant to your bookingWe are sorry for the frustrations that you have encountered with this airline reservationThis is certainly not indicative of the kind of customer service that we strive to provideIt is our goal to provide quality service and we regret any incidents that created the perception that we have not provided you with adequate serviceUnfortunately, as stated on our website, we do not sell infant tickets and you had to get in touch with the airline directly for this concernWe reviewed your records with our airline partner and we are glad to learn that they assisted you in adding your baby to the reservationThank you once again, Ms [redacted] for taking the time to notify us of your concernWe hope you give us another chance in serving your future travel needsSincerely, [redacted] Executive Offices

Roman Our record indicates that this reservation was canceled and a full refund was issued

Complaint: [redacted] I am rejecting this response because: The explanation that the individual component prices not being available is simply not acceptable to me I do not understand how the company's system is able to add the component numbers together into a singular value to charge me, yet not be able to then itemize those values The numbers must exist in the system, since they were at some point added together.A separate email indicating that I paid my bill in full is not a sufficient explanation of charges incurred As a consumer, I feel I have the right to know how much I paid for each service I usedTo that end, the explanation given does nothing to further define what I need to know Sincerely, [redacted]

We have received the consumer’s additional commentsWe reviewed your request in our system and verified that an additional $per night rate was selected ($total) for a room with king or double bedsOur website did not show that we offered a larger roomThe rates displayed on our site are rates pulled from several sources and are displayed to our customersThere is no indication offering a larger/different room for additional ratesThe offer is for a room with king or standard bedsAs per the agreement, the reservation was booked in the room that was selectedWe are sorry that we are unable to assist the consumer any further in this situationSincerely,ND [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because: Sincerely, [redacted] 1) I have sent messages to your company none of which have been responded to.2) you would think due to your in responsiveness, you could make one exception considering this had to be cancelled due to a death in the family.Please have a manager email me immediately at the email address providedI want to understand why this is okay to not make one exception over a deathSeriously, how cold hearted and inconsiderate can your company be? And I will make sure your corporate and president knows about thisI will send you a death certificate if you do not believe me, but I find it hard to believe you would ask me for that.I will be sure never to do business with your terrible company AND no one I know uses youI hope that response was worth it.And by the way, never once even said sorry for your lossAmazing

Thank you for taking the time to contact us regarding your reservation at the [redacted] & Suites for Trip Number [redacted] I am writing to let you know that we received your Revdex.com concern in our Executive Offices I understand that you were unhappy with your hotel accommodationsWe evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, decor, etcOur record shows that your confirmed hotel has a guest rating of out I reviewed your record in our system and confirmed that the K [redacted] & Suites and [redacted] & [redacted] *hat was initially selected is the same propertyWe were advised that due to the property's decision to cease affiliation with Hilton, they decided to change their nameHowever, although the property's name has changed, they confirmed that the quality and amenities they offered have not Also, I have discussed with them your issue and I was advised that they were not made aware of it during your stayDue to this, they do not feel that a compensation is dueSince it is at your confirmed hotel's discretion to offer a refund, we regret to inform you that we are unable to fulfill your request for compensation 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

Hello Please see the resolution that we have provided to the customer ThanksResolution: I called the [redacted] spoke with [redacted] - Front Desk Staff who approved the cancellation for a full refund as long as the reservation is canceled todayI called *** [redacted] and educated the guest on how the Name Your Own Price reservation worksI suggested, he books a hotel at retail prices where in everything is disclosed prior to purchaseI offered the guest a one-time exception to the cancel policyThe guest opted to proceed with the cancellationI canceled the reservation and issued Mr [redacted] a full refund in the amount of USD

Dear Ziyan Zhang, Thank you for taking the time to contact us regarding your reservation with the [redacted] for Trip Number [redacted] I am writing to let you know that we received your Revdex.com concern in our Executive Offices I understand that your reservation was cancelled without your approvalWe truly apologize for the inconvenienceAs mentioned on the emails that were sent out, the property incorrectly loaded a rate of $per nightThe hotel stated that this rate was not correct, and they are not honoring any reservations booked at this priceAs a result, all reservations booked at the incorrect rate cannot be fulfilled and the hotel is cancelling these bookingsThis issue was caused by the hotel and all bookings, regardless of where they were placed, will not be honored by them As soon as we received this information, Priceline sent emails advising that reservations have been cancelledAdditionally, for each cancelled reservation, we included a 15% coupon that can be applied on a future Hotel Express Deals reservationThese coupons are valid for year and will expires on April 01, Also, as an additional compensation for each cancelled booking, we can offer a $credit towards a future published hotel reservation purchased on our websiteOnce the new reservation is booked, call us back at [redacted] with your new reservation number and we will apply the additional $credit We apologize; however, we cannot reinstate the reservation We are sorry we did not provide you the answer that you are looking for and we thank you for your time Sincerely, [redacted] Executive Offices

Complaint: [redacted] I am rejecting this response because: as of May there has been no reversed payment on my credit card I am still awaiting my refund Sincerely, [redacted] ***