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

  800 Connecticut Avenue Extended Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connecticut Ave. Norwalk, CT 06854

  
• 

  Priceline.com LLC

  Norwalk, CT 06854

  
• 

  Priceline.com LLC

  800 Connnecticut Avenue Norwalk, CT 06854

  

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:02/17/2023

  Type:Product Issues
  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.

  I booked a trip on Priceline on 2/16/23 and it included a car rental with ****** for travel dates of March 24th through April 1st. I had never heard of this car rental company before and unfortunately there weren't any reviews provided on Priceline's website. After booking our trip, I read some reviews and they were all negative. These reviews mentioned charging higher prices when picking up the car and mechanical issues with the rental. All reviews were horrible. I called Priceline to ask about changing the car rental to a different company and they said it wasn't refundable and no changes could be made. I spoke with a customer service representative and a supervisor who both refused to do anything. I've never had a concern previously about renting a car but this company doesn't sound reputable. My request was simple to change the reservation to a different car rental company and make an exception. I'm not sure why Priceline has this car rental company on their website since they have numerous complaints and appear to be not reputable. It's disappointing that Priceline isn't willing to make this right. Instead now I either need to worry about the awful experience with the upcoming car rental or just lose the money and book with a different car rental company. I'm hoping that the BBB can help. This is not the experience I want to have on my vacation. Priceline never assured me on either of the calls that this would not be my experience with ******.

  

  Business Response

  Date: 03/01/2023

  Dear ****** **********,
  
  Thank you for contacting us regarding your rental car reservation with ****** for Trip Number *********16.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to change/refund the rental car portion of your package due to the negative commentary you have read about ******. Upon review of your booking, it shows that your name does not match the reservation holder's name. To maintain the security of our customers' records, kindly provide us with the following information.
   
  - Reservation Holder's name.
  - Relationship with the Reservation Holder.
  - Phone Number used to book the reservation.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/01/2023

  ***** is my legal name and I go ** ******. The car reservation is booked under ***** which is my legal name. My cell phone is ###-###-#### which is the same one provided on rge car reservation. The vacation was paid by John Nagle who is my domestic partner..His cell phone is ###-###-####. We live together at the same address.  If you need any. further information, please let me know.

  

  Business Response

  Date: 03/14/2023

  Dear ****** **********,
  
  Thank you for responding to our validation request.
  
  Our records show that this booking is restricted, and we presented the non-refundable nature of this offer before submitting the request. The Important Information section of your contract indicates that the car component of your package is non-refundable. 
  
  However, as a one-time exception, we can cancel your reservation without a penalty. Kindly respond to your BBB Complaint before March 24, 2023, if you wish to proceed with the cancellation. You may also contact our Customer Service at ********** to process the cancellation of your booking.
  
  Thank you for your time, and we look forward to your response.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/15/2023

  
  
  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:02/17/2023

  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 booked a 2 night stay through Priceline from 2/19/23 to 2/21/23 at ******* ***** ********. During the booking process the webpage indicated free cancelation until 11:59 pm on Feb. 18, 2023, but once I hit confirm booking and received my confirmation it changed to cancellation must be made 3 days in advance. I immediately called Priceline, they referred me to ***********, both companies refused to rectify their error. This is a classic bait and switch. I'm not planning on cancelling but I'm extremely upset about the shady business practice of this company and want it fixed. I have a screenshot of the booking page and my itinerary after booking for comparison.

  

  Business Response

  Date: 02/23/2023

  Dear ****** ********,
  
  Thank you for contacting us regarding your hotel reservation at the ******* ***** with Booking Number *********7.
  
  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: 02/24/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I booked through Priceline, there was no indication that it was anything other than a Priceline booking. When I called Priceline initially they directed me to ***********, I contacted *********** immediately and they told me there was nothing they could do and directed me back to Priceline.  These two parties are just pointing the finger at each other and neither wants to actually fix the issue. Terrible and shady business practices. 
  
  
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 03/07/2023

  Dear ****** ********,
  
  We received your rejection.
  
  Please note that per the cancellation policy disclosed during the booking 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

  Customer Answer

  Date: 03/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They are back tracking and trying to play word games. I called both Priceline and *********** and neither stated that I was entitled to "flexible cancelation" they simply told me it was too late to cancel. Please explain what flexible cancelation means and why no one at either company was aware that I had that option. I know the answer, the flexible cancelation language is a scam designed to get people to book and then change the terms of the agreement after booking is completed. 
  
  Sincerely,
  
  
  
  ****** ********

  

  Business Response

  Date: 03/17/2023

  Dear ****** ********,
  
  We received your rejection.
  
  Our records indicate that we have addressed your concern regarding your hotel reservation at ******* *****.
  
  We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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 was told on 2/1/23 when I booked that I could cancel on or before 2/12/23 at 11:59 P.M. When I got email it said cancel by 1/31/2, which is the day before I even called. He told me, I am so sorry I will fix this for you. I told him I would not hang up until I got the email. He transferred me and hung up. Wednesday 2/1 call to rectify and was told the phone call would be reviewed. Friday 2/3 12:15 p.m. I call and speak with a representative who tells me the phone call has been reviewed and someone would contact me on Saturday. Monday 2/6 11:50 A.M (26 minutes) speak to a representative he said he would make sure someone would get in touch with me same day. He was filling out a form and "wasn’t sure why I was lied to". I told him I will not be charged for the teams mistake you need to rectify it. He said he was escalating the form. Wednesday 2/8 2:35 p.m. (41 minutes) I have now spent over a week, trying to get in touch with a supervisor and being treated with little respect. I have been told lie after lie. I am being told my phone call is being reviewed and I never hear back. Christopher tells me he is making detailed notes and I CAN cancel on or before 2/12/23 with no fee or worries. Case # is ******** Christopher -said he was sending me an email, never got it. Sunday 2/12/23 10:00 P.M. call to cancel reservation and it says no refund available which is NOT what your rep told me on the phone and I KNOW is in the notes. Monday 2/13/23 8:00 A.M. (10 minutes) after waiting on your automated line for 5 minutes I get through to someone who says there are no notes from Christopher your supervisor, then hangs up the phone on me after asking for my case # ******** Monday 2/13 8:12 AM (34 minutes) call a customer service rep. Kadisha had me wait on the line while she checked with the hotel about cancellation. I told her to look in then notes. She said that you processes the cancellation. No update had to call again to day been on the phone for 25 minutes currently.

  

  Business Response

  Date: 02/21/2023

  Dear ********* ********,
  
  Thank you for contacting us regarding your hotel reservation.
  
  We are writing in response to your Better Business Bureau complaint.
  
  As we understand, you have concerns regarding the cancellation of your reservation. We reviewed our records using your information; however, we could not locate any reservation. To further assist you and, at the same time, maintain the security of our customers' records, please provide us with the following information.
  
  - Priceline Trip Number.
  - Reservation Holder's Name.
  - Email Address and Phone Number registered on the reservation.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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.

  Re: trip *** to *** 02/16 - 02/20 Flight Conf# ******:
  Car Conf# *********** Package Paid: $641.44
  Hotel Conf # 2************7: Paid $385.72
  
  Hello: I was trying to take a trip to a small town in ******** to see some family, and in particular to see my nephew who works in the Middle-east as a military government contractor and I haven't seen him since 2018. He had to change his plans at the last minute and I had already paid for everything! So I am in a situation where I need to change my dates, I absolutely DO NOT WANT A REFUND. Priceline would not help me at all. I totally understand not being refunded, but to have a policy where you won't even allow a customer to change dates, in my opinion is a horrible way to treat a customer. As of now I am losing $1027.16 and I can't even go on the trip!!! Under Important Information on my flight itinerary changes to a reservation are very vague. Thank You

  

  Business Response

  Date: 03/02/2023

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

  
  Thank you for contacting us regarding your reservation with Trip Number *********18 / *********17. We are writing in response to your Better Business Bureau.
  

  We apologize for the inconvenience. We understand that you would like to change your booking.
  

  We see that they tagged your ticket as a No-Show.
  

  We checked the options for changing your flight however, the refund or change option was not granted. This is consistent with the booking, and terms and conditions presented to you at the time of booking. Since this reservation is prepaid and

  controlled by the airlines, we have no control over the policy of your ticket.
  

  While We are contacting ****** ********** regarding your rental booking and if a refund can be granted. Regarding your hotel booking, the hotel property advised us that since you did not show up at the hotel on February 16, they are tagging your

  first night as a no-show.
  

  Sincerely,
  

  Executive Offices

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********

  I ma rejecting this response because:

  I am appalled that you can't at least allow me to change my dates! I paid $1027.00 for this trip and got nothing in return!!!!! I gave you an explanation of why I needed to change the dates, a situation that was totally out of my control.

  I will be consulting an attorney to see if I can take legal action against you; and if I can I definitely will. I just can't believe an American business is being allowed to treat an American consumer in this manner; simply ridiculous!!!!!!!

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

  

  Business Response

  Date: 03/08/2023

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

  
  Thank you for contacting us regarding your reservation.
  

  We're sorry for the inconvenience.
  

  We revisited your concern to ensure we did not miss anything; This particular reservation you booked features a deeply discounted rate that does not allow refunds, 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. Since this reservation is prepaid and controlled by the airlines, we have no control over your ticket policy.

  We can provide nothing more and add to what has already been stated in our previous correspondence.
  

  While we can get authorization to refund your rental portion. The rental portion of your booking is 292.97 USD. Please let us know if you agree to proceed with the cancelation.
  

  We sincerely apologize for not providing you with a more favorable resolution.
  

  Sincerely,
  

  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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 May 1, 2022 I charged my **** **** thru a Priceline offer of 6% Cashback on a ******* *** ***** $570.15. The Priceline Offer # is ******. On August 8, 2022 I received the $27.72 Credit of 6% from Priceline.
  
  On May 1, 2022 Priceline also Offered 6% Cashback if I charged a rental car with *** *********** I also accepted the Priceline Offer# ****** thru the same webpage offer number. I charged my **** $239.63 for the Priceline 6% cashback offer on the rental car also. The car rental receipt notes "Priceline trip #:**************" for the Car Rental.
  
  I never received the 6% Cashback from Priceline on the car rental offer. On November 24, 2022 I questioned Priceline about the 6% Offer Cash Rebate they were suppose to give me on the car rental offer. Priceline Angela R***** was looking into it. 52 days later I sent Priceline Angela R***** an e-mail on January 20, 2023. Priceline responded that the Priceline Offer was a ********** **** offer.
  I perused the matter with **********. Mercedes at ********** today confirmed and said it was a Priceline Offer. Priceline had credited my the 6% on August 8 for the Hotel Rental Offer, but had failed to credit me the 6% on the Car Rental Offer on the same day May 1 which was also purchased thru Priceline.
  
  The receipt for the car has a lot of personal information but notes "Priceline trip #:**************" for the Car Rental. If need I can sanitize the card number and scan it to BBB.
  
  Per My Charge Statement:
  "Price line Fox Rent a car ###-###-#### CT $239.63."
  The phone number above next to the Priceline Charge if called states "Hi thanks for calling Priceline".
  It appears Priceline is trying to "pass the buck" so to speak, give me the "run-around" and cheat me of the 6% Cash Rebate due on the Car Rental of May 1, 2022 on the Priceline purchase. All of the evidence points to Priceline failing on it's honoring it's 6% Car Rental Offer.

  

  Business Response

  Date: 03/01/2023

  Dear *** ******,
  
  Thank you for contacting us regarding your rental car reservation with Fox Rent a Car for Trip Number 55073938345.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you booked this reservation using the code ****** to receive a 6% Cashback. However, you did not receive your credit for this transaction. Our records show that our EC Team has addressed your concern and informed you that the 6% cash back is ******* ***** promo. The document you sent indicates the following information.
  
  "if you made a Qualifying Offer Purchase using the offer link and an eligible ******* *** credit card, you would see your statement credit within three billing cycles. Read the complete ******* *** Offers terms and conditions." 
  
  Hence the 6% Cashback is ******* ***** promo. Kindly contact ******* *** to check the status of your credit.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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.

  Someone hacked into my Priceline account. They used my account and on file credit card information to book a hotel room in ****** under a name that is not mine. I received an email confirmation (again for a reservation that I did not personally make) and immediately called my bank to report fraud. I have tried speaking with several customer "care" representatives from Priceline but they are unwilling to cancel the fraudulent reservation. They say they cannot cancel or reverse charges because "someone" accepted and confirmed the reservation. That someone WAS NOT ME. Why would I book a one night hotel stay in ****** under the name **** ****** when I do not know that name and am in **********? I have since also canceled my Priceline account and filed a claim to dispute charges with my credit union.

  

  Business Response

  Date: 02/21/2023

  Dear ***** ******,
  
  Thank you for contacting us regarding your hotel reservation at the ****** ******* ***** for Request Number *********17.
  
  We are writing in response to your Better Business complaint.
  
  As we understand, you have concerns regarding this confirmed reservation. We reviewed the information in our system and confirmed that the reservation was booked using your email address and credit card information. Our records indicate that you were shown an accepted page after the booking. Also, you were able to check the status of your reservation online. We called the hotel to request an exception or a refund but did not obtain approval. Regrettably, this remains non-refundable.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/22/2023

  Complaint: ********

  
  

  I am rejecting this response because: 

  I am not the person who "accepted" this reservation. Someone named **** ****** (who I DO NOT KNOW) hacked my Priceline account and used the credit card on file. This person, who is obviously not ***** ******, stole information to book a room for herself and Priceline let it happen. I certainly would not have booked a one night hotel stay for someone I do not know. Why else would I have canceled my credit card and reported it to Priceline AND the hotel as soon as I got a notification in my calendar? I had no knowledge of this booking until AFTER the thief named **** ****** completed this transaction. I have used Priceline several times in previous years, NOT ONCE have I ever used it to book anything for anyone but myself. If this is how Priceline treats actual loyal customers, by letting people steal from them, I am glad to have canceled my account and will never use another service like this again. It's obviously too easy for people to hack, steal, and get away with it. I'm so disappointed in Priceline for allowing someone to use my information under a differnt name than mine, that is stealing and Priceline are just as guilty as **** ******, whoever she is. 

  
  

  
  

  Sincerely,

  
  

  ***** ******

  

  Business Response

  Date: 02/28/2023

  Dear ***** ******,
  
  We received your rejection.
  
  Although the reservation was booked for another name, it was confirmed using your personal email address and credit card information. Since this is a non-refundable rate, we called the hotel to request an exception but did not obtain approval. We regret to inform you that we cannot refund the charge.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/01/2023

  Complaint: ********

  
  

  I am rejecting this response because: that is not true. I called the hotel twice to try and resolve this. They said they had not received any calls or requests from Priceline. How is it acceptable for someone to hack an online account and book a hotel for someone else's name? Don't you need to show proof of I.D. when checking into a hotel? Shouldn't  the name on the card match the name under a booking? Your customer "service" model is truly disgusting. 

  
  

  Sincerely,

  
  

  ***** ******

  

  Business Response

  Date: 03/03/2023

  Dear ***** ******,
  
  We received your rejection.
  
  Our records indicate that we have already addressed your concern regarding the hotel reservation booked at the ****** ******* *****.
  
  We understand that you are not satisfied with the resolution. We reviewed your issue again to confirm that we did not overlook anything that might support a more favorable resolution. There is nothing we can add to what has already been stated in our previous correspondence.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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.

  I booked a simple hotel reservation on Priceline.com on February 8, 2023, for one night on February 14-15, 2023. The Priceline "trip number" is 2************7. This was a prepaid hotel booking, and indeed Priceline charged my credit card $178.42 on February 8. When I arrived at the hotel (at 2AM after a delayed flight), the hotel reception could not verify that the booking was prepaid by Priceline. I realized this when they asked me to authorize a credit card for the approximate amount of the room rate. I showed the hotel reception my Priceline receipt, and the receptionist indicated he understood. Again, he asked me to authorize another card, this time for 1 NOK (about $0.10) so that there is a card on file.
  
  The next day after checking out, the hotel charged me twice more (around $172 each transaction). Once on each of the credit cards. After I realized this, I requested help from Priceline via chat, and it took about an hour for them to contact the hotel and initiate refunds.
  
  I am dissatisfied with the booking service provided by Priceline. The whole point of a prepaid stay is to avoid additional transactions with the hotel, especially while I'm abroad. Instead, it took over an hour and a a day of worrying to (hopefully) get my money back. While I understand Priceline's stance that they think it's a mistake made by the hotel, I did not conduct a transaction with the hotel -- I booked on Priceline.com, and Priceline who I conducted business with. I am asking Priceline to issue a 50% refund of my prepaid rate to compensate me for the time and energy spent fixing this issue. As an alternative, I am willing to accept a future travel credit for 100% of the original booking ($178).

  

  Business Response

  Date: 02/23/2023

  Dear ******** ****,
  
  Thank you for contacting us regarding your reservation at the ******** *** ****** **** *******, for Request Number *********17.
  
  We are writing in response to your Better Business Bureau complaint.
  
  We understand that you have concerns regarding the hotel's charge on your prepaid reservation. We contacted the property and confirmed with Luka (Front Desk Agent) that we prepaid your reservation. Their records indicate that they authorized your credit card 1700 NOK at check-in, but released it back at check-out. You may send a copy of your bank statement showing the confirmed charge from the hotel so we can further review your concern. Kindly attach it in a PDF or JPG file on your complaint.
  
  We look forward to hearing from you.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 02/26/2023

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

  The business did not actually seem to fully read my complaint. Please read again and respond appropriately.

  In addition to the previous requests, I am now asking for a refund of $1.77 due to one of refunds not matching the original charge. 

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

  

  Business Response

  Date: 03/02/2023

  Dear ******** ****,
  
  We received your rejection.
  
  Please note that during the booking process, we indicated that a credit card is required at check-in for any hotel fees or security deposit authorization. We apologize that they initially mistakenly charged your credit card for the room and tax. According to the hotel, they have refunded the same amount that they charged your card. For further questions regarding their transaction, you may reach out to them directly.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Priceline has not provided the requested refunds or credits. 
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 03/07/2023

  Dear ******** ****,
  
  We received your rejection.
  
  We confirmed with the hotel that they refunded you the amount that they charged in error. We also confirmed that you used the reservation. Therefore, no additional refund is due from Priceline.
  
  Thank you for your time.
  
  Sincerely,
  
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  Type:Product Issues
  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.

  We booked a car rental for the 26th December, Trip Number: car reservation # 2*********8. When we went to rental company , they didn’t have the Van and asked us to take a SUV and we said no and they said they emailed Priceline and asked for refund since it was prepaid
  
  For 9 weeks now Priceline hasn’t refunded the money and every Time we reach out they say we can’t get hold of the rental company to confirm u didn’t pick the car … I picked the documentation and provided it to Priceline and still they tell me this story
  
  Frustrating and they have been telling me same store for 9 weeks and it theirs fault that they can’t reach the rental company and my money is stuck and the ordeal was unbearable from customer service of Priceline
  
  Every time same story

  

  Business Response

  Date: 03/01/2023

  Dear ********* ********,
  
  Thank you for contacting us regarding your rental car reservation with ****** for Trip Number 2*********8.
  
  We are writing in response to your Better Business complaint.
  
  We apologize for the inconvenience caused by an issue with vehicle availability at the rental counter. We are currently in contact with ****** to confirm that your reservation was unused. 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 Answer

  Date: 03/01/2023

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

   

  Last week Priceline sent an Email stating it will be handled in 5 business days and it’s way past 5 business days. Besides this issue is 9 weeks old and you still say the same thing to us , not right and not acceptable..

   

  see the attachment and for 350$ your organization has tormented me for 3 months for no fault of mine. You need 3 months to clarify that I didn’t use the car when they never had the car I booked 

  

  Business Response

  Date: 03/14/2023

  Dear ********* ********,
  
  We received your rejection.
  
  Unfortunately, ****** had not responded to our inquiry confirming that the reservation was unused. As goodwill, we refunded $335.49 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 resolving your issue.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 03/14/2023

  
  
  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.
  
  

  As for Priceline , you may reconsider doing any business with such people. I will assure you that we didn’t pick the vehicle and we stand by our word, we will not cheat anyone and have lived a honest life, Please do make sure you don’t take hit because of them , Thank you 
  
  
  
  Sincerely,
  
  
  
  ********* ********

• Initial Complaint

  Date:02/16/2023

  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 booked a flight online through Priceline.com. They advertised that would book a flight that would depart from *** ***** ** after 11:00 AM the day of the booking and I would arrive the same Day to my final destination in ****** *******. However, after I submitted the payment the confirmation page showed I was booked on an 8:41 AM flight, which was before 11 AM (NOT after 11 AM). I attempted to contact Priceline, but their representatives did not offer any resolutions and they even hung up the phone on me. I was unable to get to the airport by 08:41 AM and ended up paying $295 extra to have an exchange done for another flight that left San Francisco, CA that same day. I should not have to pay for another flight when this company clearly lied to their customers and refuse to help them.
  This company is taking advantage of people and someone should investigate and address their business practice.
  Please see the attached documents. I took several screenshots while I was scheduling my flight. The company should honor the offers they extend to their customers. As you can see on those screenshot. the company clearly stated in RED print the time of departure would be after 11 AM the day the reservation was being booked.
  I could have booked plenty other flights leaving after 11:00 AM and pay less than what it cost me to fly back home to ****** ******* last night.

  

  Business Response

  Date: 03/02/2023

  Dear 
  
  ****** *********,
  
  Thank you for contacting us regarding your ****** ******** tickets with Trip Number 
  
  *********17. We are writing in response to your Better Business Bureau complaint.
  
  We understand that you wanted to have a refund because you thought of booking a flight that says departing after 11 AM.
  
  After further review, we have verified that utilize our ExpressDeal booking where the actual itinerary will be revealed after purchase. The booking condition we disclosed is that you will have a flight that will take off from 6 AM-2 PM. We have provided you with a flight that departs at 8:41 AM (outbound) and 8:00 AM (return). We can confirm that the flights provided are within the contract. We have forwarded a copy of your Checkout Page to the email address on file for your reference.
  
  We are sorry for the confusion. We hope to have the opportunity to regain your confidence in booking with us in the future when you have travel planning needs. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:02/16/2023

  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.

  Priceline.com charged my bank 25 times this evening. This is not okay in anyway possible. It’s past 11:30pm so no one available at bank. I will be reporting this first thing in the morning. Appalling, that this could be allowed.

  

  Business Response

  Date: 02/24/2023

  Dear ***** *******,
  
  Thank you for contacting us regarding your rejected reservations.
  
  We received your Better Business Bureau's concern. We are deeply sorry to hear about your experienced.
  
  Our system shows that the booking was attempted several times, and only one reservation go through. For rejected bookings, the credit card has not been charged. The authorization or pending transaction obtained should have fallen off within the billing cycle.
  
  We hope you find this information helpful and thank you for giving us a chance to assist you. Stay safe!
  
  
  Sincerely,
  Executive Offices