Hotwire, Inc Complaint - Fraudulent Credit Card Authorization
SAN FRANSISCO, CALIFORNIA -- I booked a 3 day rental with Hotwire.com constantly experienced difficulties with the website. The calendar app would not pull up the time app would not pull up 15 minutes and about 5 times of booking the reservation we finally got everything under control so I thought. I receive my itinerary and the times are not correct for the drop off date. It's at 4:00 A.M. instead of the 4:00 P.M. I originally scheduled. Please tell me who is going to leave Las Vegas at midnight to have the rental car back at 4:00 in the morning??????? :-\ I contact HOTWIRE what a joke thank god everyone I spoke to spoke wonderful English THANK YOU! They inform me the reservations are non transferable, non cancellable, non refundable, non modificational. Again I'm not returning a car at 4 in the morning when it was your screw up. The representative I spoke with again informed me of their policy but said I quote " Magically I can offer you a one time courtesy REFUND AND REBOOK" No thank you so you can tell me the rates have gone up and I'm stuck paying more than I originally paid for the reservation. So at this point I'm at my wits end and ready to end this business relationship with HOTWIRE I request a refund. The answer I get is "I'm sorry for the inconvenience ma'am the only option we have available in our system is a REFUND AND REBOOK" Fine you do a search and tell me the rates for the same rental and fix the times and lets book it. She spends 5 minutes doing this and tells me that she has found the same rental for $175.00 GREAT I SAY 25 LESS THEN I ORIGINALLY PAID BOOK IT!!!!!! " Ma'am I'm sorry my system has froze I'll need to refresh the screen. I'm sorry the rental car rates were in the process of updating and the new rental total is going to be $260.00." ARE YOU FING KIDDING ME!!!!!!!! it jumps 100 bucks in 2 seconds. No thank I will contact Hertz where the car is to be rented from. The inform me that they can not view the reservation until the day of the rental and could not give me any further information until that day. It would cost me an additional $185.00 to return the vehicle after the reserved time. Guys I paid $200 for the original rental Standard SUV. 35 a day and 60 in taxes. SO frustrated as I could be at this point call HOTWIRE back. The representative I spoke with again informed me of their policy but said I quote " Magically I can offer you a one time courtesy REFUND AND REBOOK" No thank you so you can tell me the rates have gone up and I'm stuck paying more than I originally paid for the reservation. So at this point I'm at my wits end and ready to end this business relationship with HOTWIRE I request a refund. The answer I get is "I'm sorry for the inconvenience ma'am the only option we have available in our system is a REFUND AND REBOOK" So 5 transfers and supervisors later I get on the line Angie. Angie tells me the same script. FINE REFUND AND REBOOK THE DAMN RENTAL!!!!!!!!!!! I just graduated college I"M GOING TO VEGAS. Of course the rates for the standard SUV are now 45 a day and the taxes are 96 dollars. EXCUSE ME!!!!!!!!! WTF??????? What about a midsize SUV "Ma'am that is coming out to $209.54" Again 10 dollars more than I originally paid for the rental. TO no avail whatever book the rental I'm over screwin around with this roller coaster. She collects all the necessary information to book the rental and process my refund for the original 200 and charge me for the 209. "Ma'am I'm sorry I'm having trouble with my system would you mind if I tried booking this reservation again?" I specifically asked her if the charge had gone through on my credit card. "NO ma'am this system did not authorize the payment." Fine try again. The second time same situation. She assures me my card has not been charged and that the original 200 will be refunded and she is sorry for any inconvenience this has caused. FINALLY THE ORINIGAL REFUND I ASKED FOR. Negative Roger. Houston we have a huge problem. Check the bank account today and ah ha what do we see. Two pending charges from HOTWIRE for $209.54 each. Plus the original charge for 200. So now HOTWIRE has charged my card 600 smackaroonies!!!!!!!! Wonderful. Contacting them again with a little more sterness in the situation. Speaking to this representative who is telling me that they have not charged my card the additional 420 dollars and they have already issued the original 200.00. WHOA My top flew off and I hit the roof he would not transfer me to a supervisor he would not say anything other than ma'am I'm sorry for the inconvenience HOTWIRE has not authorized your card for any further transactions and has refunded your original amount. I have printed out my Original Itinerary, My refund email confirmation and my bank statements. This is going to the Attorney General, This is going to the Better Business Bureau and to every news station that will read it. AVOID USING HOTWIRE IF AT ALL COSTS!!!!!!!!!!! GO STRAIGHT TO THE RENTAL AGENCY YOU WANT TO USE GO STRAIGHT TO THE WEBSITE BELONGING TO THE HOTEL OR AIRLINES YOUR FARES ARE CHEAPER AND THE TAXES DON'T CHANGE. YOU HAVE MORE FLEXIBILITY OPTIONS. DO NOT USE EXPEDIA, HOTWIRE, TRAVELOCITY. THEY ARE ALL PARTNERED TOGETHER.