Business Profile

Travel Agency

Priceline.com LLC

Headquarters

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

6,956 total complaints in the last 3 years.
2,079 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:10/18/2022
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 was travelling in ******* and I made a reservation using Priceline to reserve a room at the ***** * ***** in *********, ******* for the night of Sept. 8, 2022. I paid Priceline $75.97 with my **** debit card and they gave me a confirmation number: ***********. When I arrived at the the motel that evening, the desk clerk said that he couldn't give me a room because Priceline hadn't paid for the room. Several other people were there complaining about the same problem. I waited for 2 hours in the lobby while the desk clerk was in communication with a Priceline representative in his phone. I called Priceline on my cellphone and they transferred my call to a robot assistant that was not able to understand my problem. After 2 hours, I left and I couldn't find another motel on short notice so I had to sleep in my car. Since then, I have contacted Priceline Customer Service and tried to get the $75.97 that Priceline took from my **** debit car put back on my debit card. All 3 times that I called Priceline, I was told that it would take a few days before they could return my payment to my debit card. It is now October 18th (more than 1 month after the date of the incident) and I have
never received any contact by phone or e-mail from Priceline. I would like to file a Complaint with the Better Business Business Bureau and ask you to contact Priceline to get my payment put back on my **** Debit card.
Business Response
Date: 10/30/2022
Dear **** ******,

Thank you for contacting us regarding your reservation at the ***** * ** ******* ********* for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, the hotel had not accommodated you for your reservation due to payment issues. Our records show that we refunded $75.97 on October 18, 2022, to the original form of payment used to make the purchase. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time if you need to check the status of your refund.

Thank you for your time, and we apologize for the inconvenience this may have caused you.

Sincerely,

Executive Offices
Initial Complaint
Date:10/18/2022
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.
Due to my wife's medical condition, I cancelled a trip we had planned through Priceline to ***** ****, ***** ******. The hotel and car rental portions of this reservation were handled promptly and professionally and at to charge. I was informed by Priceline that in order to get a cash refund for the flight portion of the reservation that there would be a$200.00 charge per person from ******** ********. The alternative being a credit that would expire in September of 2023. I spoke with a supervisor at ******** ********, and she informed me that there was no $200.00 charge from ******** ********. The only charge from ******** would be for $50.00 for reservation change fee.
Priceline advertises that there are no hidden charges. At the very least, I see this as false advertising. I am willing to pay the $50.00, but feel that the $400.00, is out of line and unnecessary.

Thank you,
******* *****
Business Response
Date: 10/31/2022
Dear ******* *****,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We are writing in response to your Better Business Bureau complaint.
We see that you were assisted by Jhoana, from our Executive Offices, regarding your request for a refund.
We checked on your itinerary and confirmed that the cancellation fee details that were discussed, were displayed on the itinerary emailed to you.
The $50 fee that ******** ******** charges, was their service fee, but it was only for changes and not a cancellation.
Regrettably, before we proceed with the refund, the $200 cancellation fee per passenger will be imposed.
We regret that we were unable to resolve your request to your satisfaction. Please know that we gave the matter every consideration, and we are unable to grant your request.
Sincerely,
Executive Offices
Customer Answer
Date: 10/31/2022

Complaint: ********

I am rejecting this response because: the supervisor that I spoke with at ******** ******** knew nothing of any $200.00 fee. As I understand it this is purely and simply a Priceline grab for the wallet. They never explain where this charge is coming from, and it is obvious that they have no intention of doing so. All this and they have a "no hidden fees" policy that is featured prominently in their advertising. I am also unhappy with the fact that no one is named as their respondent. Just some anonymous title that could be anyone.
Very disappointing.

Sincerely,

******* *****
Business Response
Date: 11/13/2022
Dear ******* *****,

Thank you for contacting us regarding your reservation with Trip Number ***********.
We're sorry for the inconvenience.
We revisited your concern to ensure we did not miss anything; however, the $200 charge will apply to any cancellations. This policy was an agreement between the airline and Priceline. Since this reservation is prepaid with the airline, the agreement and policy on our reservation apply.
We can provide nothing more and add to what has already been stated in our previous correspondence.
We sincerely apologize for not providing you with a more favorable resolution.
Sincerely,
Executive Offices
Customer Answer
Date: 11/14/2022

Complaint: ********

I am rejecting this response because: it offers no solution and merely restates Priceline's position. I don't even know who by name is actually responding. This very disappointing. At this point I believe my only recourse is to take this issue to the world in the form of social media. I would not want anyone else to face a similar situation and people should know that "no hidden fees" is a catch phrase only and not actually Priceline's policy.
Be Well.

Sincerely,

******* *****
Business Response
Date: 11/27/2022
Dear ******* *****,

We understand your frustration. And we're sorry that we could not assist you with your request.
We purchased flights in bulk reservations so we could get a great deal to offer on our website.
Due to this, some policies were imposed by the airlines and others are the policies in the agreement between the agency and the airline. This contract was provided in return for the best fares provided to us.
This information is shown on the contract page and the email confirmation we sent you after purchase to set your expectations with the policy of the ticket you purchased.
We apologize for the inconvenience. We appreciate your time. Stay safe and healthy!
Sincerely,
Executive Offices
Initial Complaint
Date:10/18/2022
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 was charged twice for the same hotel stay. Attached are images with the credit card transactions and the booking details. Please help with expediting a refund. Thank you.
Business Response
Date: 10/30/2022
Dear ****** *****,

Thank you for contacting us regarding your reservation at the **** *** *** ****** for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, you received two charges for your prepaid reservation, one from Priceline and the other from the hotel. Our records show that we contacted the property on October 19, 2022, and spoke with Ridi at the front desk, who confirmed that they refunded $395.45 on October 15, 2022, to your card ending in ****. You may contact your bank for the status of your refund.

Thank you for your time, and we apologize for the inconvenience this may have caused you.

Sincerely,

Executive Offices
Initial Complaint
Date:10/18/2022
Type:Service or Repair 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.
Priceline falsely advertises their money back guarantee policy on their website as the following:

If you find a better price on an Express Deal® up to midnight before you travel, we’ll refund you 200% of the difference.

I booked an express deal in September 2022 and attempted to contact them several times after finding better prices more than 48 hours before my trip. I spoke to over 8 Priceline representatives. Half were extremely rude.. I spent almost $1500 on a hotel through their website and several hours on the phone all so they could disrespect me. They said a supervisor would call me back. She did and was extremely rude. During that recorded call there were even people laughing at me in the background like she put me on speaker and my concerns were a joke. These guys are a total scam and I will never ever book through them again. If you think a “best price guarantee” exists, please think again and do not book through Priceline!! They seem to outsource their customer support to countries in Asia that are solely trained to give honest American citizens the runaround. They need to be investigated by the Attorney General in the state they operate in and they need to remove their best price guarantee from their website. I would never, ever recommend them to anyone. Completely disgusted by their corporate greed and they call me a “VIP member.” Shame on you Priceline.
Business Response
Date: 10/21/2022
Dear ****** *********,

Thank you for taking the time to contact us regarding your hotel reservation at *** ******* * ****** ***** ******* ***** for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

As we understand, you found a lower rate for your itinerary. Please be advised that the Best Price Guarantee policy requires that the lower rate should show the same itinerary details compared with it. Also, it should be available in real-time online to the general public upon contacting our Customer Service Team. Our records indicate that you when you called us, the lower rate was not available because you saw it while you were logged in to your VIP profile. The system did not allow us to apply the Best Price Guarantee since the rate you claimed did not meet the required criteria. Regrettably, we cannot issue any refund.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/24/2022

Complaint: ********

I am rejecting this response because:

That’s a lie! I was not logged in when I saw those rates. You are just hiding behind some false claims and making false accusations against your customers to avoid honoring your fake money back guarantee. I will file a complaint with the attorney general.
I was definitely NOT logged in to Priceline. The audacity of you to come on here and claim the same thing. I’ve never seen so many liars in my life.
Business Response
Date: 10/29/2022
Dear ****** *********,

We received your rejection.

We called the hotel and confirmed that you used the reservation. Since we value your business, we refunded 20% of the reservation cost for 273.27 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 10/31/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Thank you.

Sincerely,

****** *********
Initial Complaint
Date:10/18/2022
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.
On October 15, 2022, I Utilized priceline.com to book a hotel in *************. After entering my contact information and credit card information, in red letters across the computer screen it read “ I’m sorry, there are no longer any rooms available”. I exited out of the website and called another hotel to book a room. I noticed later in the day that priceline.com went ahead and charged my credit card for the amount of $442.79 even though their website stated there were no longer any rooms available to be booked. I contacted priceline.com and explained the situation to them. After speaking to seven different Priceline.com representatives, the consensus remained that they would not refund my money. This is fraud as I did not confirm this purchase solely based on the information that their website provided regarding no rooms being available.
Business Response
Date: 10/21/2022
Dear ********* ******,

Thank you for contacting us regarding your hotel reservation at the ******* *** * ****** **************** for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

As we understand, you were not aware that your request went through. We have records that you were shown an accepted page after the booking. Also, you were able to check the status of your through our automated system. We regret to inform you that per the policy, this remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Customer Answer
Date: 10/25/2022

Complaint: ********

I am rejecting this response because: it is fraud. It was your website that declared there were no rooms available, leading any human being with common sense to think that the transaction was not processed. Therefore, I made reservations elsewhere. I did not approve of this transaction, nor was I aware of it until later in the day. I am expecting a full refund.

Sincerely,

********* ******
Business Response
Date: 11/01/2022
Dear ********* ******,

We received your rejection.

We showed you the accepted page after we confirmed your booking. We also sent a confirmation email to the email address used for the booking. You booked a restricted rate, where cancellation is not an available option once booked. As per the policy agreed upon during the booking process, this remains non-refundable.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/18/2022
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.
This company advertised a clean 3 start hotel room. They gave me a slum and still not refund me. I called as soon as I arrived and called them, then the hotel corporate, then again, and hotel corporate. I also tried to reach someone on site but myself and corporate could not this was a ***** * ***** in *********** *** ******. I paid over $200 for terrible room.
There was a roach, carpets soiled with dirt and unvacuumed, the ceiling had a large water spot, used tourniquet on the walk way to the room, since dirty with hair, toilet with pubic hair, floors with hair, carpet detached, sheets with dirt spots, covers with hairs, red spot and dirt, fridge red spot, sink hole in pipe with a cup under it with softly water when the faucet comes on created a waterfall to the floor, finger nail on headboard, mirrors dirty, spread with strange sticky substance, shower curtain appeared to have feces and spots. Motel phone not connected even the receiver to the base, also two men tried to come after me I ran to try to get help at front desk no one there and no security, stairs filthy and in bad repair. Main lobby had dirt sports on the floor I may remember more later. I have pictures and videos. We did not complete our stay there. They are saying no refund. How terrible. They should make sure what they are advertising is correct and take accountability. They ruined their our trip, put peoples health in danger, and then have a rude in sympathetic customer service representative. I deserve and apology, refund and financial compensation if not a free hotel stay somewhere clean. The child with me has been traumatized from the experience we don’t live like that.
Business Response
Date: 10/27/2022
Dear ******* *****,

Thank you for contacting us regarding your hotel reservation at the ***** * ** ******* *********** ******* for Request Number ***********.

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 since no complaints were noted during your stay. Since we value your business, we refunded 50% of the total cost amounting to 109.49 USD. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Customer Answer
Date: 11/01/2022

Complaint: ********

I am rejecting this response because: I’ve contacted Priceline immediately after I noticed the room 2 times actually as well as contacted the hotel 2 times. Until they told me I had exhausted all measures and had to wait until the next day which is when they would follow up with me. I also went to the front desk and the door was locked and it was dark in there. The hotel representatives connected with Wyndham couldn’t even reach the front desk and he reached out to an escalation team. Then I followed up with Priceline and the Hotel corporate afterwards. They both said they also contacted the hotel directly. Of course I hated the room they never should offer those sorts of rooms and they shouldn’t advertise that they are better and they shouldn’t try to keep people’s money when they give them something so terrible. Sad that they are lying trying to keep my money. Also we left that place.
In addition to a refund I feel I deserve to be compensated more than just 15% off of an “express” only deal that’s terrible.
Please notice I am able to attached more proof but this message is limiting my attachments. Please feel free to reach out for more thank you!

Sincerely,

******* *****
Business Response
Date: 11/04/2022
Dear ******* *****,

We received your rejection.

Since you booked a restricted rate, we called the hotel to request an exception but did not obtain approval. However, because we value your business, we refunded 50% of the reservation cost. Regrettably, we cannot issue an additional refund or compensation.

Thank you for your time.

Sincerely,

Executive Offices
Initial Complaint
Date:10/18/2022
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 made a reservation at the post oak hotel and it was overbooked. Therefore they said to call in and that they will tell Priceline to refund me without penalty. The agent by the name of Jessica ID# (*******) stated she called and said “ I called the hotel and spoke with Ashley from the Front Desk. I was able to obtain an exception in canceling your reservation without any fees.” after she said “ I call to our provider ***** and there is cancelation penalty of 439.37 USD.” Trying to charge me for the companies wrong doing!
I stated that is not what she stated and she is trying to charge me for the companies wrong doing and she said “ Yes but the reservation was provided by our provider Agoda. And they charged cancelation penalty.” so according to her their provider (Agoda) charges cancelation fees when Priceline Overbooks! This is ridiculous. Not only that but Jessica was so rude and was disrespectful. I used Priceline for years however I will no longer use them. This was a traumatic experience and truthfully terrible. The moment I stated I was going to file a complaint on the BBB she said “Sir please just call us and they can cancel for me and charge the cancelation fee” and said that I don’t need to complain. How is this legal practice!! Terrible DO NOT USE THEM.
Business Response
Date: 10/27/2022
Dear **** ********,

Thank you for contacting us regarding your hotel reservation at *** **** *** ***** ** ****** ******* for Request Number ***********.

We are writing in response to your Better Business Bureau complaint.

As we understand, you were unhappy with your hotel accommodations. Our records indicate that the reservation was canceled and fully refunded on Oct 23, 2022. Refunds take 3-10 business days to post to your account. You may contact your bank directly to inquire about their processing time.

We hope you find this information helpful.

Sincerely,

Executive Offices
Initial Complaint
Date:10/17/2022
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.
On June 6, 2022 I used a ********** to purchase a flight with Priceline.com for an upcoming trip to ****** with my mom - we're visiting my very pregnant sister (army wife). The airline the ticket was booked with cancelled the flight. Priceline first did not provide me with this information - I found out on my own when I went to the *** site myself to see why I couldn't get updated details other than "there's been a change, you're still confirmed" from Priceline. *** didn't show the flight. So I called Priceline on October 6, 2022 to ask for additional information. I was told the flight was cancelled and they would contact *** to get me a refund or rebooking. I called back today (10/17) to check on that and was told there's no reply from ***. After over an HOUR on hold asking them to just help me rebook with the money that would be refunded, I was told they'd refund the card I used to purchase the flight. However, in July, that card was compromised and I now have a new one. I was told, essentially "We don't care, we can only refund the card" despite my explaining patiently, repeatedly, to the escalation agent that my bank will *decline* this money as the card no longer exists. I offered to have them use my card on file with Priceline OR give me an account credit and I was told "that's not the process." It's now been 2 hours (mostly on hold) and the agent refuses to work with me on an act**l solution. So Priceline is keeping my $199.20 and I STILL do not have the flights I originally needed. I want my money back and I want an explanation as to why I have had to spend 2 hours arguing with priceline/on hold for them to NOT give me money. This is not rocket science, it's an airline ticket refund. I cannot be the only customer in the history of priceline to have a credit card compromised and need a refund done in a different way/more creatively. And I am beyond over the attitude of the customer service reps which has been "sorry, this is the process." BBB Please Help.
Business Response
Date: 11/03/2022
Dear ****** ********,

Thank you for contacting us regarding your ****** ******** (**) tickets with Trip Number ***********. We are writing to you about your Better Business Bureau complaint.

We understand that you would like a refund to a different account/card.

Our record shows that our tickets were exchanged by ****** ********. Because of that, we have no access or authority over the reservation. Regarding the refund request and refund to a different account, please call ** at ###-###-####. Please be ready with your Confirmation Number: ******.

Please note that for security purposes, we can only refund the original form of payment (if approved by the airline), the same as the airlines.

We appreciate your time.

Sincerely,
Executive Offices
Customer Answer
Date: 11/08/2022

Complaint: ********

I am rejecting this response because:

Priceline failed to comment on the correct trip. I have handled the trip with ****** ******** that they reference in their reply. I am, instead, referring to the trip *I* referenced in my original complaint - namely Priceline Trip No: ************** with *** (confirmation ******) originally slated for 12/8/22. I have NOT received a refund from ***, nor Priceline for this issue. Priceline initially tried to give me a credit - only for *** flights - but said I would need to call them to book via a customer care agent. When I did that I was told that was an agent mistake and the credit did not exist. That they would need to do the refund option. I am attaching proof of the original flight itinerary and the credit they issued and then retracted. They have, allegedly, tried to refund my $199.20 to a credit card that I have repeatedly informed them was compromised by fraudulent activity. They have said they cannot do anything about it and their customer service representatives have been rude and hung up on me. I would like them to either issue me a check for the price of that cancelled trip, or refund it to a different card on file - I have both a debit ********** AND a ********** currently in my Priceline account, either would suffice.
I have had to rebook this trip on my own, for twice the original cost, while Priceline continues to hold my $199.20 hostage due to an archaic business process that makes no sense. I cannot possibly be the only customer in the history of Priceline who needs a refunded ticket but has had the credit card used to purchase compromised for fraud in the ensuing months between purchase and cancellation by airline. It's 2022, hacking abounds. I am willing to work with Priceline on resolution, but so far they have belittled me, been rude to me, not paid enough attention to even reply on the correct cancelled trip (as seen by their response to me via BBB) and been told basically "we don't care if the card was cancelled, we can't refund you any other way." Which means Priceline is keeping my $199.20 and that is theft. Please help me get them to correctly resolve this issue. It should be a very simple refund request!

Sincerely,

****** ********
Customer Answer
Date: 11/11/2022
** *******

I wanted to let you know that there is an update on the complaint referenced above, which I filed against Priceline last month (10/17/22). My bank was able to process the refund Priceline sent from *** with some sort of workaround despite Priceline pushing the refund to a credit card that had been compromised by fraud in between time of ticket purchase and time of ticket cancellation. While Priceline itself was zero help in this entire process (in fact their reply to my BBB complaint referenced an entirely different upcoming flight I had booked through them, one that act**lly isn't an issue), I think we can mark my claim as resolved since I did get my money back finally.

Though, as a Priceline customer for over a decade, I will be choosing to spend my money elsewhere in future due to how difficult they made this process.

Appreciate your time,

~****** ********
Initial Complaint
Date:10/17/2022
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 had booked 2 vacations at the same time and then tried to cancel 1 of them within 20min of purchasing. They said they couldn’t refund my hotel cost but they did however cancel my flight reservations and told me they would refund me the $1,107 for that portion of the trip. Well that was back in May of 2022. I have called at least a dozen times and every time I call they tell me that my refund has been escalated and I should receive my refund within 5 business days. Again, I’ve been told that for the last 6 MONTHS. I am completely drained and calling them repeatedly does nothing but waste 2 hours of my day. I need help please…. It shouldn’t be this difficult to process a refund. I’ve exhausted all my resources trying to talk to someone in charge at that company. It seems as if there are no bosses, only a million telephone workers. Please help me, I need my money back. $1,107 is a lot of money for someone that works hard to take care of a family of 9. Thank you.
Business Response
Date: 10/30/2022
Dear ******* ********,
Thank you for contacting us regarding your reservation with Trip Number ***********.
We are writing in response to your Better Business Bureau complaint.
We sent your information to our accounting for check refund processing.
Check refunds usually take 2 to 3 weeks.
Ticket Price: 1107.98 USD
Name: ******* ********
Mailing Address: **** ********* ******** *** ************* ******** ***** **
We apologize for the delay and inconvenience. Stay Safe
Sincerely,
Executive Offices
Customer Answer
Date: 11/04/2022

Complaint: ********

I am rejecting this response because:

This is the same exact thing they have been telling me for months and I have yet to receive this check. I even made sure they had the correct address. Why it wasn’t refunded back to the credit card I used I have no idea.

Sincerely,

******* ********
Business Response
Date: 11/17/2022
Dear ******* ********,

We apologize for the inconvenience.
We received your rejection.
We contacted our accounting department to confirm the details of your check.
We see that it was initiated in the first week of November.
Kindly wait for the check to be received at your mailing address previously mentioned in our response.
Once again, we’re sorry for the delay.
Sincerely,
Executive Offices
Initial Complaint
Date:10/17/2022
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.
It was imperative that I get the lowest rate. I research and saw PriceLine appeared to have the lowest rate for the property where I wanted to stay. After visiting the website I saw a disclaimer that encouraged callers to call to get the best possible rate. I called and was told the $117.97 was the best rate. When I checked out the morning of October 15, 2022, I discovered I was only supposed to be billed $86.40. I have asked PriceLine to credit the $31.37 to my account but they are refusing to do so.
Business Response
Date: 10/27/2022
Dear ***** ******,

Thank you for contacting us regarding your reservation at the ********* ** ******** ******** for Trip Number ***********.

We are writing in response to your Better Business complaint.

As we understand, the hotel provided you with a receipt showing the rate we paid for your reservation, and you are now requesting a refund for the rate difference. Regrettably, we can't change or refund a part of the rate you booked through our website. Our hotel partner disclosed our negotiated rate to you, which is not available to the general public. Like every other business, we receive reduced rates because we sell in large volumes. If you compare our rates, you will find them to be very competitive. We strive to offer customers the best alternatives for saving money while at the same time maintaining profitability.

Thank you for your time.

Sincerely,

Executive Offices

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