Complaints

This profile includes complaints for Priceline.com LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Priceline.com LLC

  800 Connecticut Ave Norwalk, CT 06854-1631

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave Ste 3W01 Norwalk, CT 06854-1628

  
• 

  Priceline.com LLC

  5 High Ridge Park Stamford, CT 06905

  

The 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:02/21/2023

  Type:Product Issues
  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.

  We originally booked a trip from *** to *** for Nov 9th-13, 2022 through Priceline, we needed to cancel due to Covid. When trying to rebook our flights, on Feb 18th for May 10th -May 14th 2023 we were told that we would have to forfeit $987.00 due to the return flight being cheaper. Vixie, the rep I spoke with at Priceline could not speak English clearly, and I could barely understand what she was saying. I thought she was checking rates, but then came on and said I was booked and agreed to lose $987.00. We are retired and have limited funds, I can’t afford to lose that money. It’s highway robbery that Priceline will not either refund that amount, or apply it to future travel. I was told if I wanted to dispute it, it would take some time. I reluctantly agreed to book, or I would have lost over $4800.00. I also spoke with John a supervisor and was basically told there was nothing they could do. I feel like I have been robbed of that money and they couldn’t care less. Like I stated earlier, when they tell you their policies, you can’t understand what they are saying and ultimately just agree.

  

  Business Response

  Date: 03/05/2023

  Dear ****** ******,

  
  Thank you for contacting us regarding your reservation with Trip Number 1*********6. We are writing in response to your Better Business Bureau.
  

  We apologize for the unpleasant experience you have shared with our company. Customer satisfaction is important to us, and I regret we could not meet your requirements.
  

  We reviewed your itinerary, along with your contact with us.
  

  Your purchase was made for a 2-One Way Ticket and had to be rebooked separately (Departure and Return).
  

  We checked on the booking at the time you contacted us. We confirmed the return portion credit was higher than the value of the new ticket you are trying to book. With the conditions we have to follow with ***** Airlines, they are not

  permitting travel agencies to use the residual amount for another flight or refund the difference, as it will automatically be considered a loss amount with their airline.
  

  We regret to inform you that we cannot grant refunding the difference in the value of your lost ticket or apply it towards another credit. This is consistent with the policy aligned by ***** with your booking.
  

  Although this may not be the desired outcome, we appreciate the opportunity to review your request.
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Sales and Advertising Issues
  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 called priceline cruises to book a cruise today. But I had questions because the prices on the website advertised is not the same prices offered. I was speaking with the woman who said those prices are no longer available. She said she would search dates and prices I told her too then she said she needs dates I told her I don't work for priceline I'm open to the date find the price. She said she can't search without a date I asked to speak to a supervisor she said she would transfer me to a supervisor but instead she transferred me to an automated system that was loop that said to press 1 or hold. I held for about 10 mins then hung up. Never spoke to a supervisor. I called back immediately asked to speak to a supervisor the man said his supervisor/team lead is not available I told him okay find another team lead he said I didn't hear him the 1st time and I told him he didn't hear me and he disconnected the call. If this how priceline cruises customer service why would I use you guys I am reading the reviews customer service seems to suck just as it did today. I'm not looking for a discount I just the rate offered on the website. False advertising and rude travel agents

  

  Business Response

  Date: 03/02/2023

  Dear ******* *****

  
  Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
  

  We have forwarded your concern to our Cruise Department and requested they contact you directly in 5-7 business days.
  

  We appreciate your time. Stay safe and healthy!
  

  Sincerely,
  

  Executive Offices

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have not heard from that dept at all. 
  
  
  
  Sincerely,
  
  
  
  ******* ****

  

  Business Response

  Date: 03/12/2023

  Dear ******* ****,

  
  We received a response from our Cruise Department and confirmed they reached out to you regarding your concern.
  

  We thank you for your patience.
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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 Hotel package with rental car. PRICE LINE TRIP 2************8 Booked dec 6 for use on dec 26-30
  
  I ended up canceling the car rental portion. Which was refundable per their website.Only the hotel was non refundable.. I even received a email said refund was coming. Here is my actions I took.
  
  I Cancelled ON DEC 7. and received a email that SAID REFUND COMING OF 355.78 FOR CAR RENTAL. CONFIRMED WITH *** **** * ***, THAT RESERVATION WAS CANCELLED.
  
  CALL PRICELINE DEC 14 after no refund and was told WAIT 5 BUSINESS DAYS FOR ESCALATIONS
  
  CALL PRICELINE DEC 21 TOLD TO WAIT FOR ESCALATIONS TO CALL BACK. 336PM GET A CALL FROM PRICELINE SAID THE SYSTEM INDEED SENT A REFUND NOTIFICATION. GIVE A CASE NUMBER. *** *** **** SAID ACCOUNT SPECIALIST WILL CONTACT ME IN 5 BUSINESS DAYS.
  
  PRICELINE EMAILS ME DEC 28TH ASKED FOR SCREENSHOT OF REFUND EMAIL . SENT EMAIL BACK SAME DAY WITH 30MINS
  
  EMAIL SPECIALIST JAN 3 NO RESPONSE.
  CONTACT PRICELINE Via JAN 6. TOLD TO GIVE THEM MORE TIME
  3 BUSINESS DAY LATER NOTHING. JAN 11.
  
  ITS NOW 2/17 I HAVE HEARD NOTHING FROM PRICELINE.

  

  Business Response

  Date: 03/02/2023

  Dear ***** ********,
  
  Thank you for contacting us regarding your rental car reservation with *** **** * *** for Trip Number 2*********7.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you canceled the rental car component of your package and received an email confirming your refund. However, you have not received your reimbursement for this booking. Upon review of your case, it shows that on January 18, 2023, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution. Due to this, we could not take any action on this matter. However, if the bank closed its investigation in Priceline's favor, please take a photo of a confirmation email or letter from them and kindly attach it to your BBB complaint so we can further review this issue.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/02/2023

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

  ***** has rule favorable for priceline. I have uploaded that letter. Please consider this and issue a refund.
  
  
  
  Sincerely,
  
  
  
  ***** ********

  

  Business Response

  Date: 03/14/2023

  Dear ***** ********,
  
  Good day.
  
  We received the dispute result showing the bank's rule. Therefore, we refunded $355.78 to the original form of payment used to make the purchase. Refunds are processed through our system within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time, and we apologize for the inconvenience this may have caused you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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.

  02-06-2023 I booked a hotel through Priceline and the hotel refused to honor the reservation because they said the price was too low. I called Priceline and after about 4 hours they agreed to refund my money and said they would expedite the refund so I could have my money soon. It has been 10 business days since the refund was initiated and I still had no refund. I called them back and they said they had messed up and didn't get correct approval and said I would have to request refund again and wait up to 10 more days

  

  Business Response

  Date: 03/02/2023

  Dear ***** ***********,
  
  Thank you for contacting us regarding your reservation at the **** *** ** ******* ******** for Trip Number *********18.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, the hotel refused to honor your reservation due to the low rate you received for this booking. Our records show that on February 21, 2023, we received a notification from your bank indicating that you disputed this transaction. The dispute initiated the chargeback process between your bank and Priceline, which means that all communication regarding this case must be made directly with your financial institution.
  
  However, to expedite the process, we refunded $48.96 to the original form of payment used to make the purchase. Refunds are processed through our system within one business day. You may contact your bank directly to inquire about their posting time.
  
  Thank you for your time, and we apologize for the delay in processing your refund.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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 book a flight with Priceline. During my return I got to ******* airport 2 hour prior my departure but the checking counter was closed so I was not able to get boarding pass. So I missed my first flight then I called Priceline to get me a flight but he agent did not get me a flight and he made a mistake and canceled my second connecting flight for ********* to ****** international but did not cancel the the third flight from ****** to ****** ****. I filed a complaint with Priceline and they named it agent error but they have not reimburse me or have any credit even thought they know my flight was canceled by their agent in error. Te even told me that in order to get the refund my 2 connecting flights should have been canceled which proves again that their agent did not do his job.

  

  Business Response

  Date: 03/06/2023

  Dear ****** ********,
  
  Thank you for contacting us. We are writing in response to your Better Business Bureau complaint.
  
  To review your concern and security purposes, kindly provide the following information.
  

  Priceline Trip Number
  Name of the Passenger/s
  Phone Number and Email Address used in booking.
  
  We appreciate your time.
  
  
  Sincerely,
  Executive Offices

  Customer Answer

  Date: 03/07/2023

  Name of passenger: ****** ******** 

  priceline trip #: 1*********5

  priceline confirmation #: ******

  phone: ###-###-####

  email: *********************

  

  Business Response

  Date: 03/20/2023

  Dear ****** ********,
  
  Thank you for contacting us regarding your ****** Airlines ticket with Trip Number 1*********5. We are writing in response to your Better Business Bureau complaint.
  
  We understand that you would like to have a billing adjustment.
  
  Airport Check-In, unless your airline's website suggests an earlier arrival, plan to arrive at the airport a minimum of 2 hours before your departure time for domestic flights and a minimum of 3 hours before departure time for international flights. Airlines follow specific times before closing the gate. 
  
  Furthermore, if an outbound portion of the flight is skipped, the airlines will consider it a "no-show" and automatically cancel the remainder of the reservation.
  
  We contacted ****** Airlines to request a refund, but unfortunately, we got denied. They recommend that the customer send the refund request to their website: 
  
  ************************************
  
  We regret that we cannot proceed with your refund request as the airlines won't allow us. 
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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 made a stay with Priceline and got a contract. Booking #************** The stay was horrible. It started with the hotel representing that they had a shuttle services 24/7 for the hotel. We waited 2.5 hours for a shuttle and calling the hotel 4 times (I have call logs showing this) they just keep saying sorry should be there soon. We had to pay for an **** to get to hotel. When we arrived they said well we will have to contact the company and see why they are not working tonight. There was Dog food in the room all over the floor, when we told the front desk instead of cleaning it they said ok we have documented this. Then it smelled like burning and smoke they said oh that is the laundry sorry. I was told by two different Priceline reps that I would get a refund. I never got one. When I called back they said that they would not give me a refund because the hotel wouldn't authorize it. I made a contract with Priceline and it states that if any information about the hotel is incorrect or falsified I am due a refund. There are two different reasons I am due a refund. However, every time I call they have people that barley speech English and just read a script. Either refund my stay or give me the same amount that I spent as future credit.

  

  Business Response

  Date: 02/24/2023

  Dear **** ******,
  
  Thank you for contacting us regarding your hotel reservation at the La Quinta Inn & Suites By Wyndham Lax for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you were unhappy with your hotel accommodation. We address complaints directly with our hotel partners to ensure that future customers do not have the same issue. We contacted the property to request an exception or a refund, but we did not obtain approval. They also added that the shuttle service was and is always available every 30 minutes, 24/7. Regrettably, the reservation remains non-refundable.
  
  As a gesture of goodwill, we sent a separate email with a coupon for a 20% discount for a future Express Deal booking. You must use the coupon by 25 May 2023 at 8:18 PM EDT. You can use the coupon code for a single transaction, and any remaining residual value can no longer be applied to another booking. The email will contain instructions on how to redeem this coupon.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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.

  We booked a trip in Feb 17th, 2023 using Priceline, and confirmed in Jan 2023 the ********** by ******* **** ******** ** had our reservation. The 3 days fee for the hotel was already taken off my credit card. Then when we showed up we found that our reservation had been canceled and neither the ****** ***** nor Priceline called us or emailed us about the cancellation.
  
  Prices had doubled and even tripled in the months leading up to this event and Priceline refused to find another hotel for us. We called many hotels without any opening or no answer. It took us a long time to find a motel to stay. We ended up having to pay triple for the motel, which doubles the hotel price we booked. Only motel was available by then and the living-in experience is not pleasant. My baby is crying due to sleeplessness and when we arrived at the motel room, it was 2 am in the morning.
  There is a strong smoke smell in the room and I have a baby. The motel did not have shampoo, conditioner, body wash, and other facilities which are offered by the hotel we had originally booked. ********** is terrible too without giving a solution. ********** and Priceline pushed fault to each other due to their lack of communication and irresponsibility and we took the sacrifice by booking a motel that is 3X more costly and not satisfying.
  
  
  I am in the process of contacting their corporate office for a settlement. The confirmation number from Priceline is 2************6. I think *********** and PriceLine should cover my Motel expense to ease our financial loss and mental suffering due to this unpleasant experience.

  

  Business Response

  Date: 03/02/2023

  Dear **** ***,
  
  Thank you for contacting us regarding your hotel reservation at the ********** By ******* **** *******.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that your reservation was canceled due to overbooking. We reviewed our records and confirmed that your name is not registered on the reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.
  
  - Reservation Holder's Name.
  - Relationship to the Reservation Holder.
  - Email Address and Phone Number used on the reservation.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/02/2023

  Reservation Holder's Name.
  ***** ****
  - Relationship to the Reservation Holder.
  WIFE
  - Email Address and Phone Number used on the reservation. ***************************
  **********

   

  please let me know if you have more questions. 

  

  Business Response

  Date: 03/07/2023

  Dear **** ***,
  
  Thank you for reaching out back to us. 
  
  We are currently reviewing your concern. 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

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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.

  On 2/9, I booked a room at the *** **** *** through Priceline for 3/2-3/5. There were 3 room options: Low Rate! (Non Refundable), Flexible Cancellation and Non Refundable. The Low Rate! (Non Refundable) rate was $621 per night and the Flexible Cancellation rate was $751. I know for a fact that I booked the flexible cancellation rate for $751, which promised cancellation until 3/1.
  
  When I received my confirmation email, it stated that the room was only refundable up until 30 days before arrival, which was inconsistent with the "flexible" cancellation message noted on the website. I contacted Priceline the next day (on 2/10) and was directed to their sister site, ***********. *********** told me that they could not assist since I made the reservation with Priceline. After messaging Priceline via chat, they redirected me to ***********.
  
  I explained the issue to *********** and they said that the property would have to cancel the reservation. After contacting the ***, they told me that the rooms booked through Priceline were non-refundable. I told them that I booked the flexible rate, but they were unfamiliar with this. I was then under the impression that Priceline was misrepresenting the cancellation policy. Since the confirmation email doesn't list the exact rate you booked (i.e. it doesn't say "Low Rate!" or "Flexible Cancellation), it's easy for Priceline to say that you booked a non-refundable room even when you didn't.
  
  While on the phone with the *** agent Chris, I asked him to go to Priceline and select a "Flexible Cancellation" room to test this theory. I asked him to look at flexible room and compare the Priceline marketing to the *** policy. We looked at the dates 3/6-3/9 and I noted that the Priceline site said Flexible Cancellation until 3/5. Chris confirmed that the "Flexible Cancellation" room in question was only cancellable up to 7 days before check-in. Chris therefore confirmed that Priceline is misinterpreting their cancellation policies.

  

  Business Response

  Date: 02/24/2023

  Dear ****** ************,
  
  Thank you for contacting us regarding your hotel reservation at the *** ** **** *** with ******* Number *********8.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the cancellation policy of your reservation. Please note that while you booked through Priceline.com, your reservation is serviced by one of our partners, ***********. We escalated your issue to our partner, and someone will get back to you with the resolution within 3-5 business days.
  
  We appreciate your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I made the reservation via Priceline and because of my trust in the Priceline platform. My confirmation email is even from Priceline (see attached). I did not make the reservation via ***********, so I would like to correspond with your customer service instead. I understand the arrangement that you have with ***********, but to dump my issue on them when I booked through Priceline is not fair to the customer. 

  I've followed up with *********** four times and have not received a response (see attached the email). It's been almost a month since I initially reached out to both you and ***********. Now I am 1 day from my initial check-in and the *** is still following up with me because they are not aware of the cancellation request. Please remedy this ASAP before the *** charges my card for the remainder of the trip. I am already $1k in the hole because of the faulty cancellation policy shown on your website. 

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

  

  Business Response

  Date: 03/07/2023

  Dear ****** ************,
  
  We received your rejection.
  
  Please note that per the cancellation policy disclosed during the ******* process, you were guaranteed a Flexible Cancellation, not Free Cancellation. We contacted *********** and advised them to contact you directly regarding your concern.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/21/2023

  Type:Product Issues
  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 ordered a rental car through Priceline.com on 11/28/2022 for use during our three days vacation in ********, ******, in mid-December. The price was $243.64 for a car from ******* **** * *** with Priceline's collision damage waiver (CDW). When we arrived at the rental location (which was not at the airport, even though the reservation was for an airport rental - we had to take a dirty shuttle), the car that we received from rental agency was DANGEROUS (and filthy). They also would not accept the CDW from Priceline, insisting we had to buy theirs. We drove the car off the lot and onto the freeway and it shook and made noises like it was going to fall apart. We immediately turned around and took it back. They claimed it was just the alignment, but it felt more like a bent axle. We were given another car which also had significant mechanical problems including wires hanging out from underneath the dash. The third car they gave us, which they claimed was their "best car" had a flat tire! We insisted on a refund and a ride back to the airport. We got the ride back to the airport, but were told that we had to get the refund through Priceline.
  
  I contacted Priceline and they opened a claim for me. On 1/9/23 I received an email from them stating "We appreciate your feedback and have contacted ******* ********** to share your concern. They informed us....what happened was an isolated incident...and we have taken steps to ensure that a similar situation will not happen again." They only offered a 10% discount on a future rental. I contacted Priceline again and they said that there is nothing more they can do. They had previously refunded the CDW.
  
  My credit card charge was to Priceline. What I agreed to rent is a USABLE car. Priceline should not be offering dangerous services on their website and should stand behind the companies they promote. Both they and the rental company refuse to refund $204.64 despite the fact that I never received the services that I was promised.

  

  Business Response

  Date: 03/05/2023

  Dear ******** ****,
  
  Thank you for contacting us regarding your rental car reservation with ******* **** * *** for Trip Number 2*********6.
  
  We are writing in response to your Better Business complaint.
  
  We understand you had issues with the vehicles you received from ******* **** * ***. We are currently working with ******* **** * *** for the resolution of your complaint. 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

• Initial Complaint

  Date:02/21/2023

  Type:Billing Issues
  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 17, 2023 (Trip #**************)
  today, 2/20, online i booked a travel package, flight, car, hotel thru Priceline. approx $1700.00. i selected to purchase the travel insurance for $80 + . i review the info and it has flight, hotel, car and insurance listed in checkout. i pay and receive my confirmation, and at the very top says travel insurance was not added. i call priceline about this, they say yes we see it was rejected but not to worry as i wasnt charged....they say talk to the ins company, the ins company says call ###-###-####, which i do, they say that they can sell me the insurance but will cost $130+ as its pricelines website issue. so i call priceline back and they inform me its not their problem and theres nothing they can do . i spoke to 3 places, 7 people and wasted 45 minutes and i still do not have the insurance i was offered. if i had been made aware that i was unable to get the insurance prior to paying for the package i would have went thru somewhere else or directly to the airlines so i could get travel insurance but i was never given the opportunity. so now i have no insurance on a $1700 package i just purchased. is this a conspiracy to get more money from me? i want my trip insured for the price i agreed to purchase it for on the Priceline website.

  

  Business Response

  Date: 03/02/2023

  Dear  ****** *****,
  
  Thank you for contacting us regarding your Vacation Package with Trip Number *********17. We are writing about your Better Business Bureau complaint. 
  
  We apologize for the inconvenience. ******* is our third-party partner for Trip Insurance. They may reject the Trip Insurance for various reasons and not disclose the specific reasons.
  
  Our record shows that we initially offered Trip Protection for 93.68 USD. We forwarded a copy of your Checkout Page for reference. We value your business and thank you for being one of our VIP Blue members. As a courtesy, we will refund the price difference. Please send us a copy of the receipt of your purchased insurance (around $130.00) for reimbursement purposes to send to our Accounting Department.
  
  Right now, we're unable to refund the original form of payment. Instead, we can refund via ACH or check refund. Please provide us with the needed information on your preferred refund process.
  
  ACH:
  Bank Name:
  Account Number:
  Routing Number:
  Address:
  
  CHECK
  Mailing address:
  
  Please reply with the receipt before we can initiate a refund. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices