ComplaintsforPriceline.com LLC

• Initial Complaint

  07/15/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This complaint is regarding a request for refund on an unused rental car reservation made through Priceline.com. The information regarding the transaction is here: Priceline itinerary for ******* - June 28, 2024 (Trip #************16). I have explained via phone and through emails to multiple representatives at Priceline that I was not able to get a hold of the rental car agency when I arrived at the airport destination per their instructions. I sent the following response to them today again (this is the fourth email I sent!) explaining the situation as follows: "I have sent your office previous emails on this same subject. The problem is not the canceled flight. The problem is I could not contact the car rental agency at the airport due to them not answering their telephone and could not get the car I reserved from them because I could not get a van to pick me up at the airport. Do you not have the previous emails with attachments on this subject? I have also had a Priceline CASE ID opened. It is no. **********. It is with your "research" group (??) who I am not allowed to contact. Please resolve this and give me a refund as soon as possible. This has now gone on for two weeks!" I will upload attached to this complaint the documents I had sent them two times already. One is the original itinerary and the second is a proposed change to the itinerary by ******** ******** (through Priceline) that would put me too late into *******. I cancelled the proposed ******** flight and arranged for another flight with another airline on my own. Don't hesitate to contact me for any further information you might need. Thank you

  Customer response

  07/19/2024

  The dispute has been resolved and a refund is on the way.

   

  Thanks!

   

  *** ******* 

• Initial Complaint

  07/12/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  This has all taken place since July 9, 2024 before I left for my trip, I booked two nights at ***** *** in ***** **. I only needed one night and if I called before 5:19 I can change/cancel my reservation. So I called and was told that they could not change it, because I could loose my whole reservation, so to call when I check in and things would be taken care of then, they said they noted all and calls are recorded. When I checked in called and they said that now I needed to call when I check out, so I have been on the phone since July 9 for about two hours each day trying to get my refund, today is July 12, and still they are giving me the run around and now want me to call again in an hour.

  Customer response

  07/12/2024

  ***** ***** ***** ************************ ***** ******* **** *** **** ***** ** *** ********** *********************** ******** *** *** **** * *** ******* **** *** ******* *********** ********* ********* *********  

  I have received a response back from Priceline and they have sent me an email stating they will refund me for the rooms for the second night

  Thank you, 

  ***** *****

• Initial Complaint

  07/08/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I booked a stay at Priceline Pricebreakers for 06/16/2024 for 6 days stay at ***** ***** ******.. I kept in communication to advise the receptionists that I would have to arrive on Monday due to me forgetting my medicines at work and had to wait until Monday to get them. I booked ***** * ****** and was very disappointed to find a runned down motel: even a spider crawled under the bed, there was paint peeling on the ceiling, old worn out furniture, worn down door frame and door jams, I did not feel safe, so I did not unpack any clothes and instead looked for another accommodation all day Monday -after a 6 hr drive- until I found a different hotel at 9 pm and booked it. I came back to ***** *, turned my key in and left. The receptionists were always very apologetic, but nothing else was offered. Pricebreakers under Priceline has refused to refund any of the $620.82 I believe that I paid for ***** *. All I was given was a 5%coupon for next stay which I took in disbelief. I know they say it’s non refundable deal, but I believe an exception merits the misrepresentation of what is truly a runned down motel I couldn’t possibly stay nor feel safe at.

  

  Business response

  07/17/2024

  Dear ******* *******,
  
  Thank you for contacting us regarding your hotel reservation at the ***** * ** ******* ***** ***** ****** for Request Number *********18.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you were unhappy with your hotel accommodation. We contacted the property and were approved to refund the last four nights on the reservation. Therefore, we refunded 413.88 USD to the credit card used for the purchase. Our system processes refunds within one business day. You may contact your bank directly to inquire about their posting time.
  
  We hope you find this information helpful.
  
  Sincerely,
  
  Executive Offices

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I went to *************** on Thanksgiving to my grandmothers and had to get a hotel due to there being no room. So a week prior I saw an ad for Priceline so I decided to use it and found a hotel less than a mile away from my grandmothers, it was *** ****** ***. I paid for the room a week prior and when I showed up at 7pm to check into my room no one was there at all. There was a paper on the door which I called and no answer so Ieft a message. So I waited roughly a half an hour and nothing so I called Priceline. The man on the phone told me to wait a half hour and he might be able to help me. I wasnt relying on a might be able to help me and went to get another hotel in the city. So after this I called and spoke to several people and said they were "investigating" it and would refund me after. So when February came around and still nothing I contacted the owner of *** ****** *** and told him my story and he said he hasnt received even a phone call about the incident and the money is still there on a card at Priceline. So after contacting Priceline a few more times I just gave up. I still feel like I have been scammed and needed to share my experience with you.

  

  Business response

  07/14/2024

  Dear ******* **********,
  
  Thank you for contacting us regarding your reservation at *** ****** *** ************ for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by the issue of checking in at the property and the delay in resolving your complaint. Our records show multiple contacts with our booking partner on the refund request for your reservation. However, we have not received a resolution last year, 2023. Nevertheless, we refunded $62.93 for the booking cost, plus a 20% room rate compensation of $11.34, to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  07/16/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* **********

• Initial Complaint

  07/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On June 17 2024 we booked a hotel in ******** ** for the date of July 3, 2024. We also had to book another date for July 2, 2024 at the same hotel, which we also booked through Priceline on June 24, 2024. When we arrived at the hotel, the priceline credit card declined even though our credit card had been charged fully the date of making the reservations. Because of this, we had to pay for the first night AGAIN just so we could get our room. The front desk kept calling priceline and emailing them, but to no avail. We had to go ahead and pay for the second night also because priceline would not pay the hotel the funds we had paid originally.

  

  Business response

  07/12/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your ******* *** ** ****** ************** reservation with Trip Numbera *********16 / *********17.
  
  We have received your concern with the Better Business Bureau and we are currently working to resolve this issue for you. We are working closely with the highest associate of the hotel to find a solution.
  
  Please give us 5-7 business days to work on this matter, and then respond to this email. We will provide you with an update as soon as possible.
  
  We appreciate your patience while we continue to work on resolving your issue. Stay safe!
  
  
  Sincerely,
  Executive Offices
  
  

  

  Business response

  07/12/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your ******* *** ** ****** ************** reservation with Trip Numbera *********16 / *********17.
  
  We have received your concern with the Better Business Bureau and we are currently working to resolve this issue for you. We are working closely with the highest associate of the hotel to find a solution.
  
  Please give us 5-7 business days to work on this matter, and then respond to this email. We will provide you with an update as soon as possible.
  
  We appreciate your patience while we continue to work on resolving your issue. Stay safe!
  
  
  Sincerely,
  Executive Offices
  
  

  

  Business response

  07/12/2024

  Dear ******* *****,
  
  Thank you for contacting us regarding your ******* *** ** ****** ************** reservation with Trip Numbera *********16 / *********17.
  
  We have received your concern with the Better Business Bureau and we are currently working to resolve this issue for you. We are working closely with the highest associate of the hotel to find a solution.
  
  Please give us 5-7 business days to work on this matter, and then respond to this email. We will provide you with an update as soon as possible.
  
  We appreciate your patience while we continue to work on resolving your issue. Stay safe!
  
  
  Sincerely,
  Executive Offices
  
  

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It's fine if they actually get it done. It's been such a run around I don't know if they will get it done and I don't want to close the case until it is resolved.

  
  Sincerely,
  
  ******* *****

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It's fine if they actually get it done. It's been such a run around I don't know if they will get it done and I don't want to close the case until it is resolved.

  
  Sincerely,
  
  ******* *****

  Customer response

  07/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  

  It's fine if they actually get it done. It's been such a run around I don't know if they will get it done and I don't want to close the case until it is resolved.

  
  Sincerely,
  
  ******* *****

  

  Business response

  07/18/2024

  Dear ******* *****,
  
  We apologize for the delay and genuinely appreciate your patience.
  
  We initiated a refund of $128.30 and $125.97, totaling $254.27 on July 18, 2024. Depending on your bank's processing time, the credit should reflect within a few business days on the original form of payment.
  
  We apologize once again for the inconvenience this trip has caused you. Take care!
  
  
  Sincerely,
  Executive Offices

  

  Business response

  07/18/2024

  Dear ******* *****,
  
  We apologize for the delay and genuinely appreciate your patience.
  
  We initiated a refund of $128.30 and $125.97, totaling $254.27 on July 18, 2024. Depending on your bank's processing time, the credit should reflect within a few business days on the original form of payment.
  
  We apologize once again for the inconvenience this trip has caused you. Take care!
  
  
  Sincerely,
  Executive Offices

  

  Business response

  07/18/2024

  Dear ******* *****,
  
  We apologize for the delay and genuinely appreciate your patience.
  
  We initiated a refund of $128.30 and $125.97, totaling $254.27 on July 18, 2024. Depending on your bank's processing time, the credit should reflect within a few business days on the original form of payment.
  
  We apologize once again for the inconvenience this trip has caused you. Take care!
  
  
  Sincerely,
  Executive Offices

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your help.

  
  Sincerely,
  
  ******* *****

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your help.

  
  Sincerely,
  
  ******* *****

  Customer response

  07/18/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  Thank you for your help.

  
  Sincerely,
  
  ******* *****

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made reservations through Priceline for a hotel stay for two nights (7-7-24 and 7-8-24, checking out on 7-9-24) at the ******* *** ********** **** in ***** **** ** to attend a two day training. I was provided a receipt from Priceline (see attached). I discovered I got the dates for the training incorrect. I was off by one day. I asked Priceline/the hotel to move the stay to 7-8-24 and 7-9-24, checking out on 7-10-24. The hotel was able to make this change. In order to get reimbursement from my employer for the hotel, I need the receipt to be accurate and represent the dates I'm actually staying at the hotel. I submitted the receipt to my employer and they are saying they can't accept it because it doesn't line up with the actual training dates. Priceline is refusing to correct the receipt saying that it is the hotel that switched dates. The hotel is saying they can't correct the dates on the receipt because they didn't collect the money; the hotel said they only have how much money Priceline paid. Any hotel or reservation agent would promptly provide an accurate receipt for the actual amount I paid and the accurate days I'm lodging. I have attached the inaccurate receipt from Priceline and an accurate receipt from the hotel that does not reflect how much I paid. It should not be this difficult to get accuracy in billing.

  

  Business response

  07/12/2024

  Dear **** ******,
  
  Thank you for contacting us regarding your ******* ****** ********** **** reservation with Trip Number *********18.
  
  We have received your concern with the Better Business Bureau and we are currently working to resolve this issue for you. We are working closely with the highest associate of the hotel to find a solution.
  
  Please give us 5-7 business days to work on this matter, and then respond to this email. We will provide you with an update as soon as possible.
  
  We appreciate your patience while we continue to work on resolving your issue. Stay safe!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I rented a vehicle through Priceline on April 18th, 2024, and prepaid a vehicle from ***** for June 21st at 10am. I paid $545.07, please see the supporting documents that show the funds were taken from my credit card. On June 21st at 8am ***** calls and informs me they have no vehicles. I called ***** airport who informed me they would not honor my prepaid reservation. Ultimately I called ********** and was able to get a vehicle by 11am on my own. I paid $679.29. I never received a vehicle from ***** or a refund, and ***** tells me to call Priceline and Priceline tells me to call *****. This is so unethical I just want my $545.07. It's not your money...its mine. ***** was out of vehicles and apparently my reservation meant nothing. If I cannot get a refund this way. I will get an attorney and Priceline and ***** can pay the attorney fees, In addition refund me the $545.07 you owe me. See ***** response from BBB-which is attached in the supporting documents. ***** is referring me back to Priceline? Priceline and ***** lets keep passing the buck at the consumers expense.

  

  Business response

  07/11/2024

  Dear ***** ******,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number *********18.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with vehicle availability at the ***** counter. Our records show that ***** *********** is the merchant of record for this transaction. You booked your reservation through Priceline, but the rental car company billed you directly for the rental car booking. We are currently in contact with ***** *********** for your refund. Kindly post a reply to this message after five (5) days for an update/resolution.
  
  We appreciate your patience while we continue to work to resolve your issue.
  
  Sincerely,
  
  Executive Offices

  Customer response

  07/12/2024

  Hello,

  ***** has sent an Email stating they are refunding the $454.07, they were paid. That is a relief. 

  I contacted Priceline this week and was informed by the representative Priceline would not refund the $91.00 they were paid because it's been over 72 hours? I have no idea what 72 hours has to do with anything. ***** had no vehicles therefore the prepaid reservation was not honored on their end. No service was provided so I'm at a lost why ***** has agreed to refund the money they deducted from my credit card but Priceline won't refund the $91.00 they were paid. This entire situation has been a nightmare. The amount of time it's taken to get my money refunded has been ridiculous. Priceline has significant flaws in their system and I just want them to refund the $91.00 they deducted from my account to conclude this issue. 

   

  

  Business response

  07/17/2024

  Dear ***** ******,
  
  We received your rejection.
  
  We will issue a refund for the Collision Damage Protection coverage via ******, *****, or Check. Below are the options for your refund and the information we need to process your reimbursement.
  
  ******
  - Birthdate
  - Email Address associated with ****** account
  
  *****
  - Date of Birth
  - Phone Number associated with ***** account
  
  Check
  - Mailing Address
  
  Thank you for your time, and we will wait for the Rejection response of your preferred refund option.
  
  Sincerely,
  
  Executive Offices

  Customer response

  07/17/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  07/03/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I booked a rental car through Priceline.com for an upcoming trip I have planned on July 21st. Due to previous bad experiences with one of the rental car companies Priceline works with, I specifically chose to select the rental car company from which I would be renting. I confirmed my selection multiple times before inputting my payment information and confirmed that my reservation would be with ****** *** ******, the company I selected. When I received the confirmation email from Priceline, however, it indicated by reservation was with ******* **********, the specific company I did not wish to book with. I contacted Priceline multiple times within 24 hours of receiving confirmation seeking to cancel my reservation and obtain a refund but they've refused. I was first instructed to call ******* ********** directly, but they notified me that it was up to Priceline whether the reservation could be canceled. Next I was told that I chose a non-refundable booking option, which was both untrue and irrelevant as Priceline's booking policy stated my reservation could be canceled within the first 24 hours after booking. Finally, I was told my reservation would be canceled and my refund would be processed by one Priceline agent on July 1st, only for another agent to inform me on July 2nd that this would not be the case. After several attempts to communicate with Priceline and settle this matter reasonably, I was left with no further option but to seek external remedies to this situation. I simply wish for my reservation to be canceled and my payment refunded so that I can make alternative rental car arrangements.

  

  Business response

  07/11/2024

  Dear ****** *******,
  
  Thank you for contacting us regarding your rental car reservation with ******* **** * *** for Trip Number ********518.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation since you did not receive the rental car company you requested. Your Contract shows that you booked through our Express Deals, and we indicated on the check-out page that we will provide the customer with one of the following rental car companies.
  
  *** **** * *** *** **** * *** ******* *** ****** ******* **** * ***
  
  Furthermore, Express Deals rental cars are non-refundable. However, we made a one-time exception and refunded $952.86 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer response

  07/15/2024

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The plane tickets were for the wrong place and they wouldn’t rebook not lets us transfer, even purchases the insurance and they did no hood. We have been in contact with ** and the insurance everything is pointing back to Priceline. I shouldn’t be out of almost $2000 and couldn’t reach my destination and nothing further was done. Please help.

  

  Business response

  07/11/2024

  Dear ******* **********,
  
  Thank you for contacting us regarding your ******** ******** tickets with Trip Number ********516. We have received your complaint submitted to the Better Business Bureau and are committed to resolving your concerns.
  
  Our records indicate that we initiated a refund for your ******** ******** tickets on July 2, 2024, in the amount of $1,683.80. Additionally, today, July 11, 2024, we processed a refund for your trip insurance in the amount of $134.70. Refunds are typically processed within one business day, though the posting time may vary depending on your bank's processing time.
  
  We appreciate your patience. Stay safe and healthy.
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  07/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I went to **** that I rented a car through price line. I took all the paperwork that I needed . They let me know I couldn’t get the car . For some reason I would like a refund

  

  Business response

  07/11/2024

  Dear ********* ******* *******,
  
  Thank you for contacting us regarding your rental car reservation with **** **** * *** for Trip Number ********516.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested a refund for your reservation due to the counter's refusal to rent a vehicle. **** **** * *** confirmed that your booking was unused. Therefore, we refunded $146.22 to the original form of payment used to make the purchase. Our system will process your refund within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩