Stahl Construction Company

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 conclusionAttached hereto is a copy of the consumer’s contract page disclosing the terms and conditions of the selected purchaseWe are sorry that we are unable to assist the consumer any further in this situation
Sincerely,
ND***
Executive Offices
Consumer's purchase details provided
CC Type:
***l
CC Number (Last digits):
Expiration Date:
12/
Card Holder Name:
*** ***
Card Holder Phone:
***
Billing Address:
*** * *** *** ** ***US

Thank you for your prompt reply.I am a professional business women who has booked many flights multiple times a month over the last years for other business professionals. I am very comfortable with booking flights and reading everything carefully. As this is the first time I tried using Priceline, at the suggestion of my son, I was extremely careful to read everythingEspecially since this was a personal trip and not on company expenseTherefore I can be 100% confident that the contract page I was presented, and subsequently read, was stated in Canadian fundsHowever, the contract page you are now presenting says it is in American dollarsI don't believe thatI think there's a glitch in your system.As you can imagine, I feel that I have been slighted and that this action, without proper investigation even into a possibility of a glitch (which is how I read your email, and from the attitude of your customer service representative with regards to no fault to Priceline as per my son) is fraud on the part of Priceline.My son investigated this with the staff at Priceline and was able to replicate a similar transaction showing a contract page with very similar but only slightly more expensive due to the later booking dateThis was considerably cheaper than I was charged on my ***, and also showed that it was in Canadian dollars, just as I had seen itThis is attached as "Priceline Test Run".I am looking for a full refund so I can rebook the trip else whereUnfortunately it was explained that this is not possible due to a non-refundable tripI would therefore expect that a reputable company would do at minimum the following:Investigate the glitch in your system and correct it so others will not be hurt by such occurrencesIf you cannot refund the full trip, refund or make some form of an offer comparable to the damages incurred by this glitchIf this was a honest mistake on my part and I had not looked for and read that it stated Canadian Dollars, I should have been able to catch it immediately via the email that I received from your company with the receiptInstead this email, confirmed what I had read since there was no notation to alert me to any changes in the currency or cost from the "All funds in CAD" below the final price on the contract page which I was presentedThis email is attached below as "Priceline confirmation" I look forward to your responseI have CC'd the Revdex.com so they can be kept apprised that I am still not satisfied with the lack of resolution thus farI do hope that we can come to an agreement as I am not in a situation to simply waste money due to your website showing me one screen with CAD, charging me in US, and then giving you a transaction record which you are trying to state proves that there was no foul playI know what I read, and agreed toI put my initials on the contract page which stated Canadian fundsThanks,*** ***

Complaint: ***
I am rejecting this response because: There is an issue with the web site and I want a full refund... including the $20. This is because I was very careful when initially selecting the pickup and dropoff locations on your website when making my bid. I selected pickup in *** with dropoff in ***. Just refund me the full amount!
Sincerely,
*** ***

The following response was sent to the
consumer on 2/20/2016:
","sans-serif">Dear Ms***,
Thank you for taking the time to
contact us regarding the reservation for Mr*** *** with *** ***
Car, for Trip Number ***
I am sorry to learn that you had to pay
a fee directly to *** in order to receive
unlimited mileage with this reservation
Please
provide us with your mailing address so we can send a check for this refund
Kindly reply back to this email with
the information
I apologize for the inconvenience and
look forward to hearing from you soon
Sincerely,
Berna A***
Executive Offices

Once a business loses focus on why they are in business and whom there primary responsibility lies, the are doomed for failureThis is just one of many complaints where the customer loses monies and faith in your company because you have decided loyalty to statistics and percentages ($$$) versus the negative effect you have caused your consumerAt no time during our conversation, have you questioned your business model or customer outcomeYou have focused on business policyIn my case I have used your services for over a decadeApparently customer loyalty and satisfaction is no longer a consideration in your business model.Did you ask the question, how could we make our no refund policy more understood by our consumers? Do we really want to deal with businesses that have a no refund policy towards our consumers? The answer is apparent, NO!
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Dear Ms***,
Thank you for taking the time to contact us regarding your hotel reservations with The Inn At *** under Trip Numbers *** and ***
We are writing to let you know that we have received your Revdex.com concern in our Executive Offices
We
understand your request for a refund of both reservations since you ended up not using the rooms due to issues with the accommodation at your confirmed hotel
We apologize that you were unhappy with your hotel accommodationsWe evaluate each participating hotel on many different criteria, including cleanliness, guest satisfaction, dcor, etcWe are sorry to hear that your hotel fell short of this expectation during your stayWe appreciate your feedback and we have contacted the appropriate people at the hotel to share your concernsHowever, they advised they are only able to make an exception to refund one of the rooms under *** *** with Trip Number ***They advised they are unable to refund the other room under *** *** with Trip Number ***
The refund for USD was issued today, January 5, This refund will be processed through our system within one business dayIf 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
We are sorry we did not provide you the resolution you were looking for and we thank you for your time
Sincerely,
Nico T***
Executive Offices

Please see attached response and Contract page

Dear *** ***
Thank you for taking the time to contact us regarding
your reservation at the *** *** & *** ** *** *** *** *** for Trip Number ***
We are writing to let you know that we received your
Revdex.com concern in
our Executive Offices
We have contacted the hotel on your behalf and confirmed
you were charged in errorThe hotel has agreed to process a refund to your
credit cardWe have reviewed the proper guest billing procedures with this
hotel property to ensure that this mistake does not occur again.
Hotel Confirmation Number: ***
Amount Refunded: $
Hotel Representative Contacted: Efrain - Front Desk
The charges to your credit card will be refunded and
depending on your billing cycles, you can expect this refund on one of your
next two billing statementsIn addition, they agreed to contact you directly
to discuss the overdraft fee that was charged by your bankFor your reference,
the hotel's phone number is *** ***
We apologize for the inconvenience and we thank you for
your time
Sincerely,
Frich Ad***
Executive Offices

Roman">Our records indicate that a refund in the amount of $was issued

Complaint* ***
Thank you for your reply However, I am rejecting this response based on two reasons:Hotel class is not based on priceline's or its competitors' opinion of the hotel A call to the hotel front desk and they will tell you *** is a four-star hotel, not five-star because they don't have a full service restaurantLabeling a four star hotel as five star is deceivingIf Priceline is not offering true and better value to its customers than its competitors, why would any customer continue to use Priceline? You didn't say anything about the location of the hotel Isn't it true that the hotel is not located on the Strip? How can you claim the hotel is on the strip when you have to walkthrough another hotel just to reach the strip?I am also adjusting my demand Besides a full refund, please remove star *** *** Strip hotel labeling from *** hotel on Princeline It is simply WRONG!
Sincerely,
*** ***

Complaint: ***
I am rejecting this response because:
That page was NEVER presented to me at any time during my check out, that is the problem! Your company is avoiding fault in your website!
Sincerely,
*** ***

We are writing to let you know that we have received your Revdex.com concern in our Executive Offices We understand your concern regarding the hotel’s star ratingWe have reviewed your reservation and we have found that this hotel does meet our expectations for the star rating
selected on our websiteOur competitors also rate this hotel as follows: *** = stars *** = stars *** = stars *** = star *** = stars We evaluate each participating property on many different criteria, including cleanliness, guest satisfaction, decor, etcWe screen participating hotels carefully and update our information constantly to ensure that you always receive the best available hotel We care about your experience and the accommodations the hotel providedIt is unfortunate the hotel was unable to meet your expectationsWhile placing your request, you agreed to accept any or higher star hotel within the areas you selectedYour hotel does have a star rating All properties offered through priceline.com have been evaluated according to the specific star level standards that we have developed exclusively for our program and described on our siteWhile you may feel that this property should have a different star rating or is rated differently by other groups, we are confident that our evaluation of this property meets the expectations from a star hotel I apologize; however, we are unable to offer any compensation or refund Sincerely, Executive Offices

Thank you for taking the time to contact us regarding your reservation at the Legacy Vacation Resorts-Palm Coast for Trip Number *** We are writing to let you know that we received your Revdex.com concern in our Executive Offices We apologize for the difficulty you
encounteredWe understand you are requesting to have the form of payment used to submit your request changed or have your reservation canceled for a full refundWe reviewed your request and verified your reservation is non changeableTherefore, we will be unable to change the form of payment used to submit your requestOur records indicate, your reservation can be canceled; however, you will be charged the full amount as a cancel fee because your reservation is non refundableWe apologize, we will be unable to issue any credits or refunds Thank you for your time and we hope you find this information helpful Sincerely, *** *** Executive Offices

We have responded to the customer and the response is accurate based on our research of the issue. Please close this case as there are no other options we can offer to the customer given the facts of this complaint

I am writing to let you know that we have received your Revdex.com complaint in our Executive OfficesWe apologize that you were unhappy with your hotel accommodationsWe evaluate each participating hotel on many criteria, including cleanliness, guest satisfaction, décor, etcFrom
your comments, it appears that your hotel fell short of your expectationsWe appreciate your feedback and we have contacted the appropriate people at the hotel to share your concernsThe *** *** *** *** *** * *** *** *** has agreed to issue a full refund as a gesture of goodwill. The refund for $will be processed through our system within one business dayDepending on your bank's processing time, the refund may post to your account after a few business days. We look forward to serving your future travel needs. Sincerely, Executive Offices

We are writing to let you know that we have received your BetterBusiness Bureau concern in our Executive OfficesAs we understand, youdid not use the reservation and you would like to be refunded.We researched your issue and verified that the photo of the hotel showsas *** *** on *** ***
We contacted the hotel and they advisedthat *** *** *** *** *** *** was the hotel's name before butit was changed to *** *** *** about years ago.The hotel advised that the name they have outside their property is*** *** *** which is the name that we have on our websiteWealso verified with the hotel that you did not use the reservationYourreservation is truly restricted which is non-cancelable andnon-refundableThis information was provided on your contract pageprior to bookingWe requested for exception; however, they did notallow a refundWe apologize; however, the information about the hotel'sname on our website is correct so we will be unable to process a refund.We apologize for the inconvenience and thank you for your time.Sincerely,Executive Offices

Complaint: 1***
I am rejecting this response because: Although I understand that Priceline refuses to label items with special requirements efficiently so that people will unknowingly buy a ticket that they cannot use and end up having to buy another ticket, that itself is not why I am making this complaint I am making this complaint because even after I found out about the requirement and was pushed into *** (even though *** *** saw my trip itinerary and knew I would not be allowed back), I called Priceline and spoke to a representative who transferred me to a "manager" on December at 9:AM *** time I informed her of the situation and if I would need to change my flight back since it was similar I then told her that I was using a lot of long distance minutes because they kept putting me on hold, so she said they would call me back in a few minutes When she called me back at 9:AM on December 10, she informed me that I would not need to change my flight and that I did not need a *** ***a for my connecting flight back I asked if she was sure and she said yes, so I thanked her and continued with my travel until December at 9:56AM I called just to double check on my flight because I checked my email and I received two emails from Priceline stating that there were changes made to my trip itinerary according to my request or my flight was cancelled I never authorized any changes, so I called and spent minutes on hold at 9:AM trying to figure out what was going on, had another hour and minute phone call (most of which was on hold) at 10:AM, another minute phone call on hold,another minutes on hold at 11:AM, another minute phone call on hold at 12:16PM, an online customer help chat with *** another with *** another with *** another with *** another minute call on hold at 6:12PM, and another minute phone call at 6:28PM where I spoke to a "manager who said that he'd escalate it higher and that I would be contacted the next day regarding the issue since they informed me that the lady from Priceline I spoke to earlier gave me wrong information No one ever contacted me again, so I called again on December before my flight for another minute phone call at 6:31PM, was denied boarding to my flight so I tried to change the flight again at 7:18PM with a minute phone call which I was cut off from, called again on December at 11:52PM for minutes, received a call back from a *** at 12:AM for minutes while they changed my flight on December 21, had to call back at 12:for minutes, called back again at 2:54AM for minutes where they quoted me a new price and I accepted, received one more incoming call at 3:AM for minutes confirming my flight I then called at 8:00AM for minutes because I received an email stating that my flight was changed I ended up calling again at 8:07AM for after being cut off and when I finally got through, I asked if everything went through and the person I spoke to said everything was good That phone call lasted hour The next day (the day of my return flight at 9:AM), I received a call that I missed at 12:08AM I called back at 12:11AM and was informed that the previous agent quoted me the wrong price so I would not be able to take the flight and I was declined a flight change I requested a manager and was told to wait on the line, got cut off, and I called back at 12:37AM on a call that lasted minutes During the call I was told that the only other flight I could take would cost me ~$and that I would have to confirm now I was left with no other options after waiting on the phone for so long, so I took it just to get home on time Priceline does not acknowledge that I put in more than enough effort in order to resolve this issue It should have and could have been resolved had the first manager not lied to me about being able to take the flight back It could have been avoided had Priceline informed their customers Priceline is a TRAVEL AGENCY They should assist and present all travel information to users for the flight they are taking That's why we go to you guys I could have easily just booked my flight directly if I didn't need assistance in making my travel plans Also to be stuck for hours on the phone is bad business Also, my case was never escalated or responded to by anyone higher than the call center "managers" who helped me not one bit I don't know why they didn't change my flight when I called a week earlier And to lie to me and say that my new flight is confirmed only to find out a few hours before my flight that I was lied to about the price and now had to double it or miss my flight should be criminal This was supposed to be a great vacation, but Priceline's poor service made it a nightmare Now that I have tried this form of resolution my next question is where could I go to make a court complaint? Am I able to bring this to litigation? Small claims court? Am I now able to write a review or go to the media about this case? Can I include it in my travel blog? And *** Post has contacted me regarding the issue Would I be able to talk to them now regarding this disservice? I tried numerous times to resolve it I need resolution I have screen shots of everything! If you need further online chat documentation, phone call logs, and emails just let me know
Sincerely,
*** ***

Thank you for taking the time to contact us regarding your rental car reservation with *** ***t A Car for Trip Number *** I am writing to let you know that we have received your Revdex.com concern in our Executive Offices We understand that you have issues
with this rental car reservation You have not been charged for this rental car reservationThe rental car company only charges your card when the car is picked upIf you still need a car, you will have to rent a vehicle from another company; however, we are not able to offer compensation if you have to pay a higher rate for your new reservationYou purchased a reservation where the rental car company charges your card, and their rentals are subject to availabilityIf you purchased a reservation directly with our partner, the same issue could have occurred, and you would have been responsible for finding a new reservation with a different rental car company We are sorry we did not provide you the answers you were looking for and we thank you for your time Sincerely, *** *** 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 conclusionUnfortunately, there is nothing we can add to what has already been stated in our previous correspondence Attached hereto, is a copy of the consumer’s initialed contract page authorizing the terms and conditions of the purchase, including the offer priceI am sorry that Priceline is unable to assist the consumer any further in this situation
Sincerely,
ND***
priceline.com
CONTRACT PAGE
3-star hotel in the *** * *** * *** area
Check In: *** *** *** ***
Check Out: S*** *** *** ***
Rooms: room for night
Your Bid: $per room/night
Taxes & Fees: $
Room Total: $
Have a promo code?
Guest Info (Room 1) ***
Billing Info *** ** *** *** ***
***.***
***
Credit Card Info ? ? ? ?
XXXXXXXXXXXXXXXXXXX
Expiration Date and Security Code
IMPORTANT INFO PAGE
T axes and Fees Amount: $Prices are in USD
Cancel Policy
This rate cannot be cancelled, changed or transferredRefunds are not allowed
About -Star Hotels
About Taxes and Fees
Important Information
Terms & Conditions
Privacy Policy
TERMS AND CONDITIONS PAGE
View taxes, f ees & cancellation policy ?
Guest name and billing name are the same
United States
continue
We want you to love your hotelSo please read this important stuff
All rooms will accommodate up to adultsRequests for bed types (King, Queen,
Doubles, etc.) or other special needs (including preferences for smoking or nonsmoking
rooms) should be requested through your confirmed hotel and cannot be
guaranteed
Reservation is guaranteed for arrival on the confirmed chedate onlyIf you do not
cheon 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 refundGuaranteed late night arrivalCheck-out time varies by hotel
If priceline accepts your price, priceline will book your reservation in a property with
an equal or higher star level than you requestedPlease 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 pricelineAny sorting or filtering options previously used will not apply to
this Name Your Own Price requestPriceline will immediately charge your credit card
the total cost of your stayRooms purchased through priceline can not be cancelled,
changed or transferred and refunds are not allowedIf your offer is not accepted, your
credit card will not be charged
The reservation holder must present a valid photo ID and credit card at check-inThe
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 checkoutThese
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
I have read, accept, and agree to abide by priceline.com's terms and conditions and privacy
policy
Initial Here to Accept * *

Complaint: ***
I am rejecting this
response because:I am waiting on a resolution of the matter. As per request from Priceline management, I am providing the following information. Reservation number: ***Email address: ***
Sincerely,
*** ***