Priceline.com Complaint - Bad rental car experience thru priceline.com
I had the misfortune of renting a car through Priceline.com, and was extremely disappointed to find that not only did I receive a very uncompetitive price, but I was unable to get a price match through their customer service department once I realized the price wasn’t the lowest.
I’ve used Priceline because I believed I was receiving the lowest price available for rental cars, hotels, etc. Apparently, this is not the case. I placed a bid for several cars, all of which were declined, so I changed the car I style of car that I wished to rent, first- a SUV, then to a mini van, and finally to a full sized car. Each time I placed a starting bid for $20.00 and then built my bid from there. I finally won a bid for a full sized car for $30.00 (with taxes $41.66). I felt confident that I had won a fair bid, but then I clicked on a link for Hotwire.com, and they had a system to compare rental car prices with several companies. A link for carrentals.com showed a lower price for the same type of rental car I had just purchased for $28.99 (with tax $36.26), at the same location I had requested. I was surprised, and proceeded to call the Priceline.com customer service relations department to request a price match.
I was placed on hold for approximately ten minutes as the first representative tried to find the website and discount I had found. He stated he couldn’t find the deal because Hotwire.com won’t show a rental price until the purchase is made. I explained that I went to Hotwire, but the website showing was for carrental.com, and proceeded to name the companies and prices for the type of car I bid on. There were numerous companies that had the type of car I requested for a lower price, Enterprise, thrifty, budget, dollar, avis. It was shocking to find that Priceline.com matched my bid to the most expensive car renter available, Hertz. The service representative placed me on hold again, and proceeded to locate the renter I had found.
I was then told by the service representative that I would not receive a price match because the competitor’s price for Hertz was higher. I explained to that representative that I did not make the request to use Hertz as the renter. I requested and have used Priceline.com to find the lowest possible price…period. I don’t care who the renter is, I want the lowest price. If another competitor such as carrentals.com can get a rental car for me at the same location, with the same type of vehicle, then I know that Priceline.com has the same options. And that really makes me mad. I find it extremely displeasing to know that Priceline.com, does not match a customer's request to the lowest priced renter, but to the HIGHEST priced renter. I’m irate. I was even more upset to find out that because the company placed me with the highest priced renter that I was not going to get a price match to lowest possible priced company. This is horrible customer service, and even more so deceitful!
I explained that this explanation was not acceptable and requested to be connected to a manager. The representative explained that there was no such thing as a manager, and proceeded to transfer me to another customer relations representative. I was then placed on hold by this new representative, for another 15 minutes as she proceeded to look up the same information as the previous representative, and after that period of time she told me that same line that the other representative did. Of course, they also told me there was no option to cancel the reservations so that I could not go with Carrentals.com, and again refused to reimburse me the $5.40 difference.
I cannot believe in an economy like this a company would refuse, not only to honor their motto of lowest price guaranteed, but lose a customer over $5.40. I work in a customer service business, Victoria’s Secret Direct, and we would NEVER lose a customer over $5.40.
I found out that Priceline.com does not value their customers at all, and would rather lose a person’s business over $5.40. It’s truly unbelievable!