Complaints
This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 7,075 total complaints in the last 3 years.
- 2,173 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
March 7th 2025.
(***) **** Airport flight back to (***) ****** ***** through ****** airline was cancel. Cancelation on ****** flights was ongoing without future flight available. I had to book another airline going west to get home. Priceline refused to give me a refund for the delay and flight cancelation. ****** customer representative tell me to take it up with Priceline since their the ones that book my flight. Priceline customer service seem to not want help with this problem. I'm requesting a refund or credit for the flight that was canceled. It's been 1 month and Customer service keep telling me they'll send a email out to ******. I don't understand why Priceline don't have a proper policy to give back refunds. Especially, when I paid for the flight insurance. This will probably be the last time I book through Priceline. Anyone reading this better make sure you're willing to take a loss if your flights cancel. Priceline will keep spinning you in circles until you just give up on the refund.
Business Response
Date: 04/14/2025
Dear **** ***,
Thank you for reaching out regarding your ****** ******* tickets associated with Trip Numbers ********516 and ********517. We are responding to your recent Better Business Bureau complaint.
Our records indicate that the ticket under Trip Number ********517 was exchanged. When a ticket is exchanged, our agency no longer retains control or visibility over the newly issued ticket. As a result, we are unable to process a refund directly and recommend that you contact ****** ******* for further assistance.
To support your request, we reached out to ****** ******* on your behalf. They informed us that the exchange was handled by ******** ******** and they are currently working with them to release the ticket, which would allow ****** to proceed with the refund process.
Regarding Trip Number ********516, ****** ******* has authorized us to process the refund. We have already submitted the request to our Accounting Department for processing.
We anticipate a resolution from ****** ******* within 7–10 business days. In the meantime, please submit a Rejection Response to the Better Business Bureau to ensure your case remains open. We will follow up with you as soon as we receive an update.
We appreciate your continued patience and understanding.
Sincerely,
Executive OfficesInitial Complaint
Date:04/02/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been attempting to book a flight for over 4 days to visit my grandma. I have a refund that priceline issued and I am trying to use the credit to fly. Every time I book the flight it shows available, once I attempting to apply my credit it shows no flights available and gives me a 800 number to call. I called waited for 57 min and got transfered 7x . Was told that a certain department handles the flights with credit. I got hung up and when called again got transfered again 4x more to end up on step one with a automated system to try to book a flight. It caused me mayor migrain headache that I started to to get dizzy and felt my blood pressure rise I almost had to call the ambulance but luckily my cousin was here and she works in the medical field and was able to notice my pale skin and loss of motion and help me regain control. Now the flight has gone up 112.00 more than the previous 3 days I was attempting to communicate with someone to assistBusiness Response
Date: 04/14/2025
Dear ***** *****,
Thank you for reaching out regarding your ***** *** ***** ticket associated with Trip Number ********517. We are responding to your recent Better Business Bureau complaint.
We are pleased to inform you that, as a courtesy to you as one of our valued VIP Blue members, we will be processing a full refund. Unfortunately, we are unable to issue the refund to the original form of payment at this time. However, we can offer you the four payout options:
- ACH (US-Based Bank)
Bank Name:
City/State:
Routing/Transit Number:
Account Number:
ACH (Outside US Banks)
Bank Name:
City/State/Country:
SWIFT Code:
Account Number:
IBAN:
Email Address for Remittance:
- ******
Birthdate:
Email Address associated with ****** account:
- *****
Date of Birth:
Phone Number associated with ***** account:
- CHECK
Updated mailing address:
If you choose ****** or *****, please provide your mailing information as we may issue a check if there are any issues with these methods.
Sincerely,
Executive OfficesInitial Complaint
Date:04/01/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 03/31/2025, I purchased a package thru Priceline.com for over $1,000.00. On their website it stated the rental car company was onsite at the ******* airport however it was not and after reading the reviews it was found that this was a 1 star business with multiple complaints and horror stories about people being charged over $300.00 additional dollars. I contacted Priceline.com and after asking to speak with a supervisor I was told the would refund the money for the rental car. The rental car has been cancelled and I have received an email that I will be issued a refund for $140.00. When I log on to track the status of the refund it states "Something went wrong with processing your refund, please contact our customer care team."
I just want my $140.00 back for the rental car so I can find alternate transportation while on the trip
This is the confirmation number for the refund I received ************Customer Answer
Date: 04/02/2025
I wish to close this complaint as the incident has been resolved.Initial Complaint
Date:04/01/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
My husband purchased a plane ticket, for our son, to attend a family wedding. He also purchased the trip insurance on the flight through the Priceline app. The week before we were to leave (we were driving, our son was flying), my husband’s mother entered into hospice care. We made the decision not to attend the wedding. My husband went onto the app to cancel the flight with no luck after 3 attempts. We then called Priceline. We were finally able to speak to a representative after being hung up on numerous times. The representative informed us that it was a non-refundable ticket and that they don’t honor the insurance because it was done through a 3rd party (even though it was in their app). They gave us a website for the insurance which is convoluted and not easy to use. We purchased the insurance in good faith. The refund should be issued the same way.Business Response
Date: 04/10/2025
Dear *** *****,
We understand that you’d like to get assistance with your son’s booking. Since the Trip Number was the only information provided.Can we request another verification like the email or phone number used along with the name of the passenger so we can further check on your concern?
Thank you.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/10/2025
The phone number used to make the reservation was ###-###-#### (****** ******).
The name on the reservation was ***** *** ****** (our son). His phone number is ###-###-####Business Response
Date: 04/21/2025
Dear *** *****,
Thank you for contacting us regarding your son’s reservation with Trip Number ********516. We are writing in response to your Better Business Bureau.We understand that certain things could disrupt your travel plans, so we took this opportunity to review the details of your booking, including the cancellation policy presented at the time of purchase. The particular reservation that you booked features a deeply discounted rate that does not allow any changes or cancellations, and an exception cannot be granted. This is consistent with the booking conditions and terms and conditions presented to you at the time of booking.
Our travel insurance provider is a 3rd party company and has its policy towards your booking. They can be reached by filing a claim online
******* **********************************
Although this may not be the desired outcome, we appreciate the opportunity to review your request.
Sincerely,
Executive OfficesInitial Complaint
Date:03/31/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 3/31/2025 I put together a travel package on the Priceline website and it offered my trip insurance. I marked that I did want the insurance in case something happened. It updated my price with the trip insurance included. The next step was to his book and pay, which is what I did. After it processed my credit card they told me that they took off the insurance and my trip was no longer covered. I called customer service and attempted to get the insurance added back on and they said that the insurance didn't go through on their side. I asked about adding it on now and they said that it was not available since the trip had already been booked. I explained that it was added prior to the package and taken off after they charged me for the trip. I explained that I wanted to insurance in case something happened and that now my trip was non-refundable and non-transferrable. I explained that I wouldn't have bought the trip without the insurance, in case something came up, and they said they still couldn't do anything. The person I was speaking with refused to transfer me to talk to someone higher up.Business Response
Date: 04/10/2025
Dear ***** *********,
Thank you for reaching out regarding your Trip Number ********518. We are responding to your Better Business Bureau complaint and understand you are seeking assistance regarding the insurance you attempted to purchase.We see that your request to purchase Trip Protection, unfortunately, was rejected. Please accept our apologies for any inconvenience this may have caused. Our third-party partners provide the Trip Protection, and they do not disclose the reasons for rejection. We sent you a notification of the rejection, along with the confirmation email for your itinerary and charges, on the same day your ticket was booked.
Unfortunately, we cannot reinstate or confirm the insurance at this time, despite our desire to assist you.
We appreciate your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/10/2025
Complaint: ********
I am rejecting this response because: this is not accurate. I was offered the insurance prior to buying the package. As soon as I clicked to buy the trip package and my money was accepted, I was notified that the trip insurance was rejected. I was not told this prior to purchasing and asked if I wanted to buy the package without it. I purchased a package that was to have insurance in case something happened. It should not be at my expense that your partner decided to take it away, it should not have been offered then. I would not have bought a package without the ability to cancel or change if needed .
Sincerely,
***** *********Business Response
Date: 04/23/2025
Dear ***** *********,
Thank you for your response and for sharing your concerns with us. We sincerely apologize for the confusion and frustration you have experienced regarding the travel insurance associated with your package.We understand how important it is to have the peace of mind that comes with travel insurance, especially when making significant plans. While we work with third-party providers, we strive to ensure that all communications regarding insurance options are clear and accurate. We regret that this was not your experience.
Unfortunately, we cannot retroactively add insurance to your booking at this time. However, if you would like to review the policy details for your current booking, we can certainly assist with that. For any further travel insurance needs, we recommend that you check with other providers directly.
Again, we apologize for any inconvenience this has caused and appreciate your understanding. Please let us know how you would like to proceed, and we will do our best to assist you.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/24/2025
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
Date:03/31/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 1/15/25, I purchased a trip scheduled on 2/1/25 to 2/5/25. Tragically, my brother, who was hospice passed on 1/27/25. The funeral was 2/2/25. On 1/28/25, I called PRICELINE to modification my flight, so that I could attend the funeral. I was prepared to cover the difference. Priceline representative informed me that I was unable to make the flight changes, unless I had a death certificate. I contact the airline directly to inquire about the possibility of a change. Unfortunately, they were unable to make any changes due to third-party (Priceline).
I contacted Priceline once more. I explained that I would purchase two additional one-way tickets to Arizona, and the representative assured me that my vacation package would remain valid. Upon pre-check in with the airlines for our return flight, I was informed that my flight had been canceled. I contacted Priceline, as they attempted to communicate with the airlines to resolve the issue. Indeed, Priceline had canceled my flight because I had not pre-checked in for the first flight, which violated their policy. However, I had not been informed of this information during my previous interactions with Priceline. After several communications with Priceline representatives, I was assured that my vacation package remained valid and could be utilized for my upcoming trip with my wife. However, upon confirming with a Priceline representative, I was informed that I would need to purchase separate flights for our return journey and that Priceline would reimburse me for the difference resulting from their error and the misinformation provided by their representative. I have not yet received it. I have contacted Priceline on multiple occasions, and they have consistently indicated that the refund is being mailed and that I should wait a few more days. On 2/11/25, an email received from Priceline explicitly stated that the refund would be issued due to their error.Business Response
Date: 04/10/2025
Dear *** *******,
Thank you for reaching out to us regarding your Vacation Package (Trip Number: ********516). We are writing in response to your Better Business Bureau complaint.
Please accept our heartfelt condolences during this difficult time. We sincerely hope that you and your family find comfort and strength in the days ahead.
Our records indicate that we had committed to issuing a refund of $1,316.96 via check. Upon reviewing the status of your refund with our Accounting Department, we discovered that an error had occurred. We are pleased to inform you that the issue has been resolved as of today, April 10, 2025, and your check is now in process. Please note that it may take up to 15 business days for you to receive the check. We kindly ask for your continued patience, and assure you that it will be delivered as soon as possible.
We deeply apologize for any inconvenience this has caused.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/15/2025
Complaint: ********
I am rejecting this response because:
As of 2/11/2025 I have been waiting for my refund and after speaking with a few representatives they all said that it was in the mail and to give it just 5 more days. Now it’s April and I still haven’t received it. Once I receive my check I will then change my response towards priceline.
Sincerely,
***** *******Business Response
Date: 04/28/2025
Dear *** *******,
We acknowledge receipt of your response. According to our Accounting Department, your check was issued to the bank on April 18, 2025.
Thank you for your continued patience.
Sincerely,
Executive OfficesCustomer Answer
Date: 05/06/2025
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
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Booked a vehicle for spring break using Priceline’s express deals which are non refundable. We paid in full. Weeks after our booking just days before our trip, we were notified by the individual car rental company that they did not have a vehicle for us. Priceline took no ownership for this issue or inconvenience. They did refund us but we were left without a vehicle and were forced to book through a different company last minute for double the cost.Business Response
Date: 04/08/2025
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 apologize for the inconvenience caused by an issue with vehicle availability at the ******** *** ****** counter. Our system confirmed your reservation based on the inventory provided by ******** *** ****** on your scheduled pick-up and drop-off dates and times. Kindly attach a copy of the Final Receipt for your new booking so we can determine options for the rate difference.
Thank you for your time, and we look forward to your response.
Sincerely,
Executive OfficesInitial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Priceline charged me an increased price but it said that was due was for a from the rental car company wanting a Deposit, but when picked up the car from **** they asked me for another deposit, i used the car for 3 hours and returned it but Priceline will not help me in any way after talking to them on the phone
I would like to know what my Legal Course of action is against Priceline to get a refund, be it full or partialBusiness Response
Date: 04/09/2025
**** *** ******
Thank you for contacting us regarding your rental car reservation with **** Rent a Car for Trip Number ********518.
We are writing in response to your Better Business complaint.
We understand your concerns regarding the booking cost and refund request for returning the vehicle early. Upon review, we do not have records of you calling us regarding your issue.
Kindly call our Customer Service at ********** for assistance. Our representatives are available 24/7 to assist you.
Thank you for your time.
Sincerely,
Executive OfficesCustomer Answer
Date: 04/23/2025
i called the new number and got the same answer of no partial refund, they're gonna just resend me my receipt
i'd like to keep this complaint openBusiness Response
Date: 04/30/2025
Dear *** *****,
We received your rejection.
During the booking process, we presented the total cost of $493.92 for your rental car, which included a $167.92 charge for taxes and fees. We displayed the summary of charges in your Contract before completing the booking process. Additionally, we stipulated in the Booking Conditions that Express Deal Rental cars are non-refundable, non-transferable, and non-changeable, even if the reservation is unused. Regrettably, the unused days remain non-refundable.
Thank you for your time.
Sincerely,
Executive OfficesInitial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Booked a car rental through Priceline for $378 with ***** by ********, and received a reservation confirmation. Upon arrival, ******** did not have the reserved car type. I called Priceline, and a Priceline supervisor confirmed my reservation was valid. ******** staff agreed to honor the reservation but could not bypass their computer system to assign a different car without creating a new invoice. Priceline assured me that I would not have to pay the price on the new invoice, as I had already paid for my reservation. ******** staff confirmed to Priceline that the new invoice was only for assigning a car and would not require additional payment.
On December 25, 2024, I followed Priceline's instructions and forwarded the new invoice to them for correction of the unauthorized charge. However, ******** still charged me $1,703.79, which was not agreed to & significantly higher than the agreed $378. I disputed the charge with ******** *******, but it was denied as ******** insisted the amount was owed. Despite multiple emails to Priceline over 17 weeks, I received no resolution. Priceline failed to deliver the agreed product and has not addressed the unauthorized charge by a vendor they have brokered.
I am not responsible for the $1,703.79 charge by ******** and am requesting a refund for both ********'s unauthorized charge and Priceline's failure to deliver the booked service. Additionally, I wish to report Priceline for the illegal practice of bait and switch.Business Response
Date: 04/09/2025
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 apologize for the inconvenience caused by an issue with vehicle class availability at the rental counter. We are currently in contact with ***** to resolve your concerns. 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 OfficesCustomer Answer
Date: 04/13/2025
Complaint: ********
I am rejecting this response because:
I have been waiting for your response since December 25, 2024. It is completely unacceptable that, after more than three months, there is still no resolution.
Regardless of *****'s decision on refund, my contract is with Priceline, and you are ultimately responsible for failing to deliver the service as promised. In addition to the refund for the unauthorized charge made by ***** by ********, I am requesting a full refund of the $378.05 charged by Priceline. You have not only failed to provide the agreed-upon service but have also repeatedly ignored my efforts to seek help, leaving me to resolve the issue on my own through ******** *******. To date, I still have no resolution on the extra $1723.74 charged to my card.
The time, energy, and mental stress I’ve endured due to your inaction must be acknowledged. I expect appropriate compensation in the form of a full refund for your failure to uphold your obligations.
I request an immediate resolution to this matter.
********* *****Business Response
Date: 04/25/2025
Dear ********* *****,
We received your rejection.
Our system processed your rental car request based on the inventory we received from ***** for your scheduled rental duration and location, and we have not received a notification from our partner regarding the vehicle shortage. Additionally, if the reserved car class is unavailable, the counter is supposed to provide the next available vehicle type at no cost.
Regrettably, ***** has yet to respond to our inquiry regarding your complaint. Nevertheless, we sent our partner a follow-up to resolve your issue. 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 OfficesCustomer Answer
Date: 04/29/2025
Complaint: ********
I am rejecting this response because:What ***** does or not to your inquiry is not your customer's problem. My contract was with you. You took my money. You profited off of ***** by ********'s listings. You need to compensate for your business partner's unlawful charges. Take their listings off of Priceline or send me a check for the amount they've charged me because of you. I also demand you to refund the amount I paid you for the reservation that's cost me and caused me so much hassles. The fact you have not resolve this simple issue in more than four months is a testament to your company's failure for basic operational effectiveness.
Sincerely,
********* *****Business Response
Date: 05/08/2025
Dear ********* *****,
We apologize for the delay in resolving your issue.
Keddy has responded to our inquiry, requesting a copy of your billing statement showing the charges you incurred from their local counter for your rental booking. Please attach a copy of your billing statement to your BBB complaint for our partner's review to correct the billing error.
Thank you for your time, and we look forward to your response.
Sincerely,
Executive OfficesInitial Complaint
Date:03/31/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am writing to address an issue regarding my recent car rental experience.
I reserved and prepaid a Full-size SUV with *** **** * *** through Priceline .
However, upon arrival at the airport (*** ******t), *** **** * *** was out of vehicles, including the Full-size SUV I had reserved.
I contacted Priceline's customer service, and I was instructed to rent the same type of vehicle-a Full-size SUV-from a different rental company and seek reimbursement.
I proceeded to rent a vehicle from ****, where I was presented with a few pricing options.
The agent at **** informed me that the cheapest way to rent a Full-size SUV was through a particular arrangement, which I assumed was through a "Choice Upgrade" from a base price.
At that time, I did not know what the "Choice Upgrade" entailed, but I was told this was the most affordable way to secure a Full-size SUV. Their documentation states: "With the 'Choice Upgrade', you will receive a more premium vehicle for a nominal fee."
Given that the "Choice Upgrade" was essential to securing a Full-size SUV, which matches the type of vehicle I reserved through Priceline, I believe the cost associated with this should be considered part of the necessary rental expense. Therefore, I am requesting reimbursement for the difference between the amount I paid to **** ($1,351.26) and the amount I paid to Priceline ($625.48), which totals $725.78.
After I uploaded the receipt to Priceline from ****, I received an email suggested reimbursement of $25.78 which is not accurate, as it does not account for the "Choice Upgrade" that was essential to fulfilling the original booking request.Business Response
Date: 04/14/2025
**** ******** *****
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 apologize for the inconvenience caused by an issue with vehicle availability at the *** counter. The receipt for your new reservation with **** **** * *** shows a charge of $1351.26 for a "FFAR" vehicle, a Full-Size SUV similar to the car class on your original booking. Therefore, we issued an additional refund of $700.03 for the rate difference 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
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