NORWALK, CONNECTICUT -- I booked a flight and car rental through Priceline that boasted a 24-hour cancellation guarantee. I had to change my flight to a different day, so I took advantage of the cancellation and re-booked a new flight and car. To my dismay, only the flight portion of my trip was actually cancelled. So now I am being charged for 2 full price car rentals. I called Priceline to discuss the matter, and ask for a refund on the first car rental, reasoning that "No one would cancel their flight, but not their car - it seems reasonable I would assume the entire trip would be cancelled." They would not budge.
I went up 3 levels of managers on the phone, and each just kept reciting Policy, and that I had a chance to read the fine print (I DID, but this was an honest mistake based on pretty sound assumption! Any good company would have worked with me!). They claimed there was no way to override a restricted reservation, and Priceline cannot control refunds. They also told me there was a different phone number to contact corporate on the website (they wouldn't give it to me - said to check the website), but I found none. They said they did not have a contact from the legal department, and that "I've gone up as far as I can by talking to the 3rd level supervisor."
Employee IDs were taken, but I don't see how it makes a difference with this horrible company (for reference, they are **). Shame on me for trying Priceline again when, last Christmas, the car I reserved was not available for me when I arrived at the airport, and I had to wait 3 hours with a toddler, a dog, and my senior mother in tow for another car. I won't make this mistake again. I will never, ever use Priceline again.
MASSACHUSETTS -- I booked a week long car rental with them. Had to cancel the entire trip. I understand their terms and conditions, but was hoping like many other companies such as airlines, they would give me credit towards future trips. But they showed no desire to do so. Such restrictive Ts&Cs make them not worthwhile to use. In another trip I used them and it was too much hassle to talk to the rental company to extend my trip. You are much better off to book directly with the car rental company or use Kayak and others. I would never use them again for anything.
AUSTIN, TEXAS -- Absolute Priceline rip-off. Reserved an Advantage rental car on Priceline at a very low rate. Rental was advertised on Priceline as unlimited mileage. I live in Austin and used the Austin airport facility. I drove to Houston and back over a two day period. Only at the Advantage counter I was told there would be a high mileage charge of $20 per day.
This mileage charge made the final cost of the rental more than double the price I paid on Priceline. I complained to Priceline and was referred to read the fine print of the "Important Information" section of the Priceline rental agreement. Hidden away was a statement that local rentals subject to mileage restrictions. Priceline advertises Unlimited Mileage yet allows the car rental agencies they represent to hide their high mileage practices. I told the Priceline representative that I am a frequent Priceline customer and that from here on I would never use Priceline again. The representative couldn't care less and immediately ended my phone call. Buyer beware!
NORWALK, MASSACHUSETTS -- I booked a Dollar rental car through Priceline, months in advance, for a Christmas PU at the Cancun airport. Showed up and they had no more cars available and I had to rent from Hertz for over $600 more than my original reservation through Priceline. It was Christmas afternoon and my 3 teens and I needed to get down to our hotel before dark, so I was stuck with a ridiculously overpriced rental (almost $1000).
Spent an hour on phone with Priceline when I returned, and got nowhere. No responsibility whatsoever, no apologies, no effort to help me get reimbursed. How can Priceline continue to sell/advertise and guarantee products/services that don't deliver? What good is a reservation anyway? I will never use Priceline or Dollar ever again.
TAMPA, FLORIDA -- I did not like that the car's condition was less than hoped for. There was quite a few stains in the car's exterior. The transmission was very jerky. And after a day the air conditioner smelled like stinky feet. I also do not recommend going with Priceline in the future. After flight changes that we could not control we ended up at a different airport than expected. Priceline would not allow us to change our rental car location, time or date. This was such an headache in the initial pick up.
We ended up spending $100 in and Uber ride to get to our initial location pick up point. How can a rental car company not allow you to make changes after changes happen in travel? It happens all the time. And they just left us out to dry. Never booking again with Priceline.
JACKSON, MISSISSIPPI -- Booking through Priceline.com is a total rip off. My card was charged nearly $300 for a car that I did not utilize. I was told that they could not issue a refund. I will never ever again use Priceline nor do I recommend anyone else. It is a total rip off and a shame if you ask me.
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.
This is the worst company even to get a rental car from! The worst experience in my life. I pay for a car in advance and read all the terms and conditions. Thought I was good but nope not at all. I got there to get my car that has already been paid for and they will not give it to me due to I do not have a major credit card in my name. I informed them the website says they take debit cards and they don't. They told me I had to call Priceline to get a time extension but when I did that Priceline refused to help me and said they could not guarantee the rates. I will never ever again use Priceline nor do I recommend anyone else.