Priceline.com Complaint - Hook and Bait - Hotel Reservations
I put a bit for a hotel room an click on E Rutherford area instead of Elizabeth, New Jersey. My bit was accepted and I realized it was the wrong city. I called customer service and I was told that I needed to cancel and re-submit a new bit and if it was accepted they will refund me the original bit minus $25 fee. I continue to do as instructed by an email and when I called customer service back they refuse to give me the refund. They kept saying that it was the same city and I kept arguing that Elizabeth NJ and E Rutherford are not the same city, E Rutherford is a burogh of New York City. After an hour arguiing with two different people I was simply told that they were not giving me a refund. Here is a quote from the email I received from Priceline." We understand you inadvertently selected the wrong city when submitting your recent Hotel request. We cancelled your current Hotel reservation minus a cancellation fee of $82.66, and issued a refund in the amount of $0.00. The refund will be processed back to your account within 10 business days.
1. Please submit a new Hotel request with the correct city on our website at http://www.Priceline.com. You can either name your own price, or choose an itinerary where the price and the hotel's name are already displayed prior to purchase. If your new request is accepted, please fill out the Service Request Form located at http://www.Priceline.com/Customerservice/email/hotel/emailanswer.asp?category=1&question=8&subject=Hotel+Resubmit+Request and we will respond to you via email within 24 hours. Once we confirm your new accepted request meets the requirements, we will refund the entire amount of your cancellation fee minus the change fee (if applicable). If the guidelines are not met, your cancellation fee cannot be refunded. "
I have spend 3 hours in the phone and writting complaints letters to Priceline. I'm also lost $82.66 from the original bit. The customer service representatives simply created a hook and bait situation to force me to use their system again knowing that they were not going to give me a refund.
I feel used. If you tell me up front that your can not change my reservation or give me a refund, I'll accept that and pay the consequences, but they outright forced me to make another reservation under the pretense that I would receive a refund after paying a penalty fee. At the end I have been charge twice. This is not customer service is customer abuse.