My bid on Priceline for a mid-sized car was accepted by Hertz at Denver A/P. Car provided by Hertz was a stripped down Toyota Yaris (sub-compact by industry standards). Priceline's response when I chatted with Rico at Customer No Service was as follows: "I understand that you would like to get a different type of car, however, make and model examples shown on our website are only examples and we cannot guarantee that you will receive either of these cars. The Rental Companies decide which makes and models are mid-size cars and will provide you with the one that is available at the time of your arrival." (Transcribed verbatim from chat line). Be advised - buyer beware.
DENVER, COLORADO -- Priceline Car Rental Price Bidding Process seems to have all the earmarks of a bait and switch scheme. You bid for the lowest price you can get on a car and they give you a per day price that includes tax and fees. Then when you bite on a per day price the tax and fees were not included in that deal so that the real price per day is substantially higher. In my case it was $184 higher than anticipated and there seems to be no way out of the deal. Your credit card is charged and the deal is non-refundable, non-cancellable. Maybe others have not been baited into this but it happened to me.
MEXICO, CALIFORNIA -- I decided to book a car rental for my trip to Mexico. I entered my credit card and paid for the reservation on Saturday morning. As I noticed no confirmation email was sent. On Sunday I ask through their customer service chat about the reservation and charge, and they explicitly said the charge was not made to the credit card, and therefore the confirmation was not done so I should try again. Instead of going on Priceline.com again I decided to book directly through National rent a car website and by the way found a less expensive fare.
Monday morning I wake up and surprise! They charged my credit card on Monday and emailed me with the reservation number at 6 a.m. I asked for them to give my money back and sent the image of the chat the day before to the customer service, and they couldn't do anything. Finally I called and explained everything. That was today and I'm still waiting for a reply. DO NOT USE PRICELINE. That's all I can recommend. Deals are not the best around and besides it's a really bad customer service, as if you are doing them a favor of using their website.
FLINT, MICHIGAN -- I booked a car using Priceline to rent a car to travel on Christmas day. My card was charged but I never picked up the car because my daughter was in an accident. I called to cancel, explained everything and was refused a refund and they refused to reschedule a later pickup date. Customer service was rude and I will never use them again. I will rather pay full price for good quality service before being ripped off again by them.
SOUTH CAROLINA -- Do not use Priceline!!! I rented a car for 3 days (and 2 hours). They quoted the daily rental rate which appeared reasonable. After looking closely at the bill I was charged for four days! Rental companies typically prorate an hourly cost if it is over a full day. They charged a full day which made Priceline more expensive and more trouble than going to AVIS directly! I called customer service and got someone in the Philippines that tried to argue that Friday to Monday was four days. Ha! Terrible customer service.
MISSOURI -- I am definitely including Priceline.com in the list of very unethical organizations. I just rented a car with them for three days for 15 dollars a day. Everything looked great with the offer and deal. However, after paying, I was asked online if I wanted to upgrade to a better car for 18 dollars, not per day, it just said 18 dollars. When I say yes, and approved the transaction, I saw that they actually charged 18 dollars, plus taxes per day. Which means I ended up pay more than double what I had planned.
After getting their customer support online I was told the deal is unchangeable and non refundable. I call their customer support to get the same answer. I definitely believe they should be legally liable for the way of doing business. I should be considered illegal to do what they are doing, but I guess they can do as they please. I hope they lost each and everyone of their customers. I am also writing a letter to their customer relations department to let them know how I feel about them. Please share if you care.
TAMPA, FLORIDA -- I am writing to inform others of what happened to me when I booked through Priceline.com for a rental car with Avis Car Rentals at Tampa Airport. We picked up our rental (SUPPOSED to be a full size car) upon arrival in Tampa. Due to a shortage in stock, they didn't have what we had reserved. The rental agent went on to insist that we pay for an upgrade, or else we would have no choice but take a smaller car. With kids, a smaller car wasn't an option.
We were not interested in paying an additional $400 for an SUV, although felt they should provide us a free upgrade for not having our vehicle selection. The agent got upset with us because we were not willing to pay more, and told us we had to take a Crown Victoria if we didn't want to pay more. The car was old and had NO options. I called Priceline to complain, and they informed me they would investigate, but couldn't do so until after our rental term had concluded. We brought that piece of junk back to them 2 days later (a storm prevented us from returning earlier).
The next agent kindly gave us a midsize SUV instead, as they still had no full size. This was good, we were pleased, although the next day, we noticed a charge on our bank account from AVIS for $200 US. I called AVIS, the "MANAGER" said it was a deposit, that would be refunded when we returned the vehicle. We were not informed of any charge, didn't sign anything for it, and never received a receipt. When we returned to Canada, I waited a few days to see the return on our account, and nothing came. I called Avis, and they said it could take up to 5 business days.
I waited 6 days, then called, and they said that there was no record of them having any deposit. I spoke to 4 people that day, some saying there was a deposit, others saying there wasn't, and one saying we had to PROVE that they had taken a deposit. In the following week, I dealt with Avis by phone and email over 15 TIMES, each time getting a different story, NEVER having the privilege of speaking with a Manager, and always a different representative.
To date, I have sent them Bank Statements, and I have even three way called the bank WITH them on the phone. Every time they tell me - "We are investigating this. I have opened a case for your issue. It will take 14 business days. Someone from Central Billing will contact you." They have not contacted me. I called Priceline.com for support, and they said they have nothing to do with it.
I would not suggest booking with Priceline.com due to their lack of customer support, and I certainly would not recommend AVIS. And should someone from Priceline or Avis wish to contact me regarding this post - I will only speak with upper management at this time. Evidently the staff at either business does not have the empowerment to do anything, and do not take any accountability on behalf of the company.
TAMPA, FLORIDA -- I feel that it is false advertisement to advertise a Dodge Avenger or similar type of car to customers and then not honor that agreement. That is exactly what happened when I booked a "mid-size" Dodge Avenger or similar type of car through Priceline. I arrived at the Alamo car rental counter at the Tampa airport and was very disappointed that the Alamo guy said that they have a different car classification structure than Priceline and that the Dodge Avenger is not a mid size car and that I would be stuck with a Ford Focus or something comparable.
The guy at Alamo was rude and told me to take it up with Priceline. I got out of the line and called Priceline and spoke to the customer service representative and also to his supervisor. The supervisor spoke over the phone to the Alamo representative and the Alamo representative told him the Dodge Avenger is not considered a mid size car. After speaking with Alamo, Priceline would not even pay the difference between the Ford Focus and the car that they agreed to give me.
The only solution they offered was to refund my money completely or take the Ford Focus or similar type of car... Which by the way is advertised for a lower amount than the Dodge Avenger on Priceline's website. Horrible customer service. Alamo was equally as bad in regards to their level of customer service. The guy that assisted me at the Tampa airport was very rude and after he was done explaining the reason for giving me a Ford Focus instead of the Dodge Avenger, he said that had a line of customers waiting... Basically telling me to leave.
I booked a car thru Priceline. Due to a blizzard my flight from MD to CA was canceled. Since I was unable to make my scheduled appointment in CA I called Priceline to ask if I could reschedule my reservation to the following week. After a long conversation with the agent and proving that my flight was canceled, they told me that my contract would not allow them to reschedule.
They refused to give me my full refund saying it was in my contract. I asked to speak to a manager and was transferred to a rude woman that kept referencing the contract and would not refund all of my money. I find this totally inexcusable. We cannot control the weather. Do not use this company. Book direct with the hotel or rental car businesses. It will save you in the long run.