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 has 10 locations, listed below.

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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:10/02/2022

  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 Saturday September 24, 2022 I reserved a ***** car from Priceline for a business trip I was taking from ** ** ** on September 26-27. The total charge of the vehicle was 124.84 -- Priceline Trip # 1************* / ***** Confirmation #K*********9. I reserved the Express Deal understanding that this reservation was non refundable or changeable, however, in the late evening of September 25 I received a call stating my business trip was cancelled due to Florida issuing a statewide State of Emergency in preparation for Hurricane Ian. Due to this unforeseen circumstance I was not going to be able to use my reservation. While I understand I reserved the Express Deal it is very disappointing knowing that Priceline/***** will not reimbursement me OR even credit me for the vehicle I was not able to use because of something as extenuating as a Hurricane. If it was not for the Hurricane and STATE OF EMERGENCY I would have proceeded with the business trip and reservation as planned. This was beyond my control and I would think Priceline and ***** would understand the safety of their customers. I've called Priceline for them to basically tell me tough luck. I was planning to reserve another vehicle but I will never use Priceline again for any of my travel reservations and I most definitely will not suggest this company to anyone for anything.

  

  Business Response

  Date: 10/12/2022

  Dear ******** ********,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number 1*********8.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to the weather-related cancellation of your business trip. We contacted ***** *********** and confirmed that your rental car was unused. Therefore, we refunded $124.84 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.
  
  Sincerely,
  
  Executive Offices

  

  Business Response

  Date: 10/12/2022

  Dear ******** ********,
  
  Thank you for contacting us regarding your rental car reservation with ***** *********** for Trip Number 1*********8.
  
  We are writing in response to your Better Business complaint.
  
  We understand you requested to cancel your reservation due to the weather-related cancellation of your business trip. We contacted ***** *********** and confirmed that your rental car was unused. Therefore, we refunded $124.84 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.
  
  Sincerely,
  
  Executive Offices

  Customer Answer

  Date: 10/12/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

  Customer Answer

  Date: 10/12/2022

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******** ********

• Initial Complaint

  Date:10/02/2022

  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 August 29th I was on Priceline looking at airline tickets. With each click further into booking the price went up. When I started the price was $358.13 by the last page it jumped over $700.00. I cancelled the booking within 30 minutes and they said they issued a refund. ****** shows processing still and I have contacted them several times. I have called ******** ******** and Priceline also. Everyone keeps saying the other is to blame. ****** is telling me I still have to make the monthly payment on something that their system shows as refunded. They keep closing my trouble ticket without helping solve it. I trusted them and now it seems they are letting me down on purpose. I sent them information showing everything was cancelled within the window required for a full refund. I shouldn't have to pay for something that their system is glitching on .

  

  Business Response

  Date: 10/17/2022

  Dear **** ***************,
  
  
  Thank you for contacting us regarding your ******** ******** and ****** ******** canceled tickets with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
  
  
  Our record shows that you were able to cancel the tickets within 24 hrs of booking, there should be no charge. Kindly contact ****** at ###-###-#### if they still are charging you the ticket cost. 
  
  
  We appreciate your time. Stay safe and healthy!
  
  
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/02/2022

  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.

  I purchased Airlines tickets through Priceline to fly to **** ***** ******* on Oct 5. Subsequently a hurricane hit and the airport there is closed for this date. My ticket to **** ***** is through ******** ******** and my return it through ****** Airlines. I found that the airport is closed and contacted Priceline on Sept 28, 2022, but they told me the flight was not cancelled and to contact them if I receive a cancellation notice. I tried to contact ******** ********, but when I call their system says they have too many calls, call back later and hangs up. I waited and the next day one of my friends that is on the same flight said they received a notice that the flight is cancelled. I looked on ******** ******** web site and they were trying to move my flight to an alternate day which is not tenable as I had a specific event I was flying to ******* for and the new date would not permit attendance. I then contacted Priceline on Oct 2, 2022 and they told me I have to talk to the Airline as they have no control. Since I purchased my ticket through Priceline and it is with multiple airlines they should have to resolve this situation and not put it on me. They entered a contract with me by selling me the ticket. They can not fulfill their end of the contract and hence are in breach and should provide a refund of the purchase price. They refuse to take any responsibility. I need help in forcing them to resolve this matter.

  

  Business Response

  Date: 10/19/2022

  Dear ***** ******,
  
  Thank you for contacting us regarding your ******** ******** (**) ticket with Trip Number ***********. We are writing in response to your Better Business Bureau complaint.
  
  We apologize for the inconvenience. We were unable to assist in refunding your ******** ******** ticket because ** reissued your ticket. ** reissuing your ticket is taking out any control from us over your ticket. We have verified with ** that they were able to process the refund on Oct 2, 2022, to your **** **** for 450.60 USD.
   
  We appreciate your patience. Stay safe and healthy!
  
  
  Sincerely,
  Executive Offices

• Initial Complaint

  Date:10/02/2022

  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 April 23rd a purchase for $1066 was made through Priceline (trip number **************) operated by ****** ******** (Purchase Code: *************) for the following itinerary: ********** ****
  Depart 06/18/2022 2:00PM *** ** ***  - ***** *** ***** Flight *** ******** Depart 06/19/2022 5:45PM *** ** *** - ****** ******** 3926 (******)
  On the morning of the flight departure, June 18th, I received an email from ***** at 3:55 am saying that Flight *** ******** had been canceled. I found only one alternate flight available on ****** ******** for $477 to get to the connecting flight in ******* witch was purchased. Later I contacted ***** and filed a complaint (Case ********) in order to receive a partial reimbursement for ****** *** ********* which was canceled by *****. Sometime later ***** contacted me and told me that because the tickets were “umbrella-ed” by ****** ********, ****** ******** had overall responsibility and they would forward the complaint to ****** ********. After a few weeks, I went to the ****** ******** site and filed a complaint there on Aug 2nd. I heard nothing so I again contacted *****. They told me to wait until the trip was completed (sometime in mid September) and then they would help process the partial refund. Upon trip completion, I contacted ***** and they told me to contact ****** ********. I finally got someone to speak to at ****** ******** (they had never responded to my complaint filed on Aug 2nd) and they said that they would issue a partial refund to Priceline and if I didn't see anything in 10 days, call Priceline. After 10 days on Sept. 30th, not seeing any partial refund I called Priceline. They said that ****** ******** had not processed the partial refund and I should contact them again. I contacted ****** ******** again and a different person I talked to said that nothing had been processed and Priceline had to be contacted first. No one will process my partial refund for a paid flight that the airline canceled.

  

  Business Response

  Date: 10/23/2022

  Dear ***** ****,

  
  Thank you for contacting us regarding your reservation with Trip Number 54*********.
  

  We received your Better Business Bureau concern.
  

  We are currently making attempts to resolve this issue for you. We are working hand in hand with ****** ******** to provide the latest update regarding your refund.
  

  Please reply to this message after five (5) business, and we will get back to you as soon as possible.
  

  We appreciate your patience while we continue to work to resolve your issue and we're sorry for the inconvenience. Stay safe!
  

  Sincerely,
  Executive Offices

  Customer Answer

  Date: 10/24/2022

  
  
  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. I want Priceline to be made aware that since I had not heard back from them and was not satisfied with the response

  from ****** ******** that I went ahead and disputed the charge on my credit card for $481, as this is what it cost me to book the connecting flight (on ****** ********) the same day ***** canceled the connecting flight. My credit card company has so far credited me back this cost.

   
  Apr 23, 2022
  ******** CONDITIONAL CREDIT FOR DISPUTE
  -$481.00
  Posted On
  Sep 19, 2022
  Type
  Credit
  Cardmember Name
  ***** ****
  Spend Category
  Air Travel - ****** ********
  

  

  Business Response

  Date: 11/06/2022

  Dear ***** ****,

  
  We are writing to you today to provide an update on this case.
  

  Please excuse the delay in providing an update regarding your concern. Rest assured that we are actively working on the refund information directly with ****** ********. We will be in touch as soon as we have an update.
  

  We are coordinating with the airline regarding your refund request since we no longer have any control over your tickets when they took control of your flight. We apologize for that.
  

  We greatly appreciate your continued patience.
  

  Sincerely,
  Executive Offices

  Customer Answer

  Date: 11/07/2022

  
  
  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 but requires future verification of activity. I also have filed a dispute on the charge with my credit card but paid more for the canceled connecting flight that I rebooked than what ****** is offering.
  
  
  
  
  Sincerely,
  
  
  
  ***** ****