April 18, Revdex.comExpedia – DuPont, WAComplaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on March 7, 2017, Ms [redacted] booked a seven day car rental online via Expedia.com with [redacted] car rental, picking up on March 15, 2017, and returning on March 22, 2017, itinerary [redacted] We understand from Ms [redacted] ’s complaint she claims that she returned the car a day early and was overcharged in the amount of $and requesting a refund Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on March 7, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with receiving a refund in the amount of $for being overchargedAt that time, our representative advised Ms [redacted] that [redacted] ’s billing department was closed After further researching this matter, we can confirm that on April 17, 2017, Expedia received an invoice showing that Ms [redacted] was refunded for an early return fee in the amount of $Per [redacted] rental car there will be no refunds for early returnsThis information was conveyed to MsWrobelwski on March 18, 2017, via email Based on the above, Expedia is unable to honor Ms [redacted] ’s refund requestAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
January 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on November 20, 2016, the customer self-booked a car reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting a refund for additional charges incurredUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer was advised on the Expedia website: • Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental .In addition it states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowDue to the customer agreeing to the terms and conditions at the time of booking, Expedia is unable to provide the refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on November 8, 2016, the customer only had two travelers on the flight reservation not four The customer’s original cost for the package reservation for itinerary number: [redacted] in the amount of $1,The total cost of the flight for two travelers was $and the total cost for the hotel was in the amount of $ Expedia refunded the customer for the flight on November 2, 2016, in the amount of and on November 4, 2016, in the amount of $ Expedia refunded the customer for the hotel on October 6, 2016, in the amount of $ The customer’s original cost for the car rental reservation and for the car rental insurance for itinerary number: [redacted] in the amount of $The total cost for the car rental in the amount of $and for the car rental insurance in the amount of $ On October 5, 2016, Expedia refunded the customer for the car and car insurance The timeframe for the refund from Expedia is up to to business days, no weekends/holidays Expedia request that the customer review their billing statements for the refunds in October If the customer has still not received the refunds, Expedia will need a letter head from the customer’s credit card/bank advising the refunds were not issued to the customer’s account We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 21, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] from May 23, 2015, to May 25, We understand from the complaint the customer is requesting additional compensationUpon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservationAccording to Expedia documentation, [redacted] confirmed the reservation as shown below: • MAY 07:PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availabilityOn May 28, 2015, Expedia processed a full refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refundsDespite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe have provided her online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letterSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 15, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-***Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations On April 22, 2015, Expedia advocated on the behalf of Ms [redacted] with the hotelAt the time, Expedia was advised the hotel would need to further investigate if a refund could be processed for the cancellation penalty On May 15, 2015, Expedia confirmed with the [redacted] that the cancellation penalty of $1,would be waived, and Expedia received permission to process a full refundAt that time, Expedia processed a refund in the amount of $1,back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refunds We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I booked the hotel on the sixth of october after the 5th I never stayed at the hotel so how can you charge me on the 6th if the hotels were supposed to be cancelled on the 5th I was lied to by the expedia staff and if I could have got in contact with the hotel I never would have been charged I understand expedia is a third party but I inserted my card information on your website so expedia should have some responsibility if not then why did they have hotels on there website that could not be booked people use your site to book reservations it was a hurricane and the hotels took advantage of expedia website to get money from people trying to escape hurricane matthew I lost $and expedia has no care that my money was taken I work hard for the little money I get and I have a family that needed the money during the hurricaneSincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund We understand from Ms [redacted] ’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,and is requesting a refund and for Expedia to provide her a discounted rate Our records indicate the on February 9, 2018, Ms [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservationAt that time, our representative advised Ms [redacted] that her card has been authorized and will fall off as there were no reservations booked Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the fundsMost authorizations fall off within hours, however, each bank or credit card company policy is differentIf any authorizations remain on Ms [redacted] ’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: these facts stated here aren't true.We arrived at Union city by 1:pm the hotel claimed we couldn't check in at that time since they "where overbooked by Expedia"Expedia emails clearly stated you room will be there when u get there, late check in its okIn a sence how Expedia represent themselfs is in a sence advertisement, representation and really of no use since I could just have called the particular hotel and booked directedI used Expedia for the sence of security and assurance that everything would go well however Expedia at this point is just passing the blame to other and the other is passing back to ExpediaI have saved all the email from Expedia clearly social media can see how Expedia is behaving towards a matter that could have caused serious life threatening consequencesI'm not only requesting for a refund but also a price match for the hotel that we had to stayWe where never advised to stay until am for a room with a guaranteed that we would have had that room and I wouldn't do that to my guests go Sleeping in the car until 5am serious? That room was paid for months prior of !!! You cannot sell something that belongs to somebody elseI have paid to Expedia I have done business with Expedia and I expect no excuses of third party blah blahWhat is Expedia ready to do to solve this case?Sincerely, [redacted]
November 19, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a recently flight reservationWe understand the customer is requesting a refund of the ticketsOn November 19, we contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records reflect that on October 20, 2015, an agent assisted the customer with booking a flight reservation with ExpediaThe flights operated by American Airlines were scheduled to depart on December 19, and return on January 3, The customer also purchased “Flight Cancelation” InsuranceExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs American Airlines was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the Flight Cancelation Insurance provided for coverage the customer needed to change his travel plans; the trip cancellation insurance would allow the customer to reschedule without penalty for covered reasons.We have confirmed that during the booking of the reservation, the agent did advise Mr [redacted] that as an active military personnel, his ticket would be fully refunded if canceledThe agent then explained that due to Mr [redacted] traveling companion not being involved in the military, her ticket was non-refundableWe apologize for the error that was made.As a one-time courtesy, Expedia will issue a refund for Mr [redacted] ticketsOn November 19, 2015, a refund in the amount of $was processed to the customer’s original form of paymentThe time it takes to post the refund to Mr [redacted] account depends on how quickly his credit card company processes refunds.In regards to Mr [redacted] traveling companion’s ticket [redacted] is our administrator for assistance and can be reached by calling [redacted] .We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
November 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an inquiry about an advertised offer on Expedia.com’s booking site Ms [redacted] states she was attempting to book flights from Monterey CA to New York, NY she saw a banner advertising free flights if a room was booked but she didn’t feel she was getting that pricing break when she attempted to book a room/flight bundle Special discounts are, at times negotiated with hotels and airlines that allow Expedia to offer this deal When a customer clicks on the promotioal banner ad they are taken to the hotel page and then will see a matching banner above the hotel(s), that are currently making this offer The banner above the hotel will say “book this and save 100% on your flight” Only the hotel(s) with this banner are offering the free flight option A current review of our site shows that the Four Seasons Hotel New York currently has this offer available The Giles hotels the customer mentions do not have this promotion offered at this time Hotels and airline bookings are linked directly to their live inventory sites and they limit the number of of discounted packages available As the discounted inventory sells out,the pricing will no longer reflect the free flight price Expedia’s terms of use expressely states pricing is not guaranteed until booked and payment is accepted Expedia regrets the inconvenience ad confusion this matter caused Ms [redacted] We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Rosanne G [redacted] Tier Customer Service
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on December 3, 2015, Mr [redacted] booked a two-night stay at The Dupont Circle Hotel from December 30, 2015, through January 1, We understand from Mr [redacted] ’s complaint that he took advantage of a mobile application that offered a $discount towards the cost of his bookingMr [redacted] stated that he did not get $off so he contacted Expedia for assistanceHe says that the promotion was not honored and he was given a $coupon that he could use towards a future bookingMr [redacted] is now requesting the $offered in the promotion and a free room upgrade Per our records, this matter was addressed on December 3, The reservation was canceled and rebooked and the $discount was redeemedWe also allowed Mr [redacted] to keep the $coupon for future useRegrettably, we are unable to honor the request of a free upgrade We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have not received the refund from ExpediaTo clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit cardIt has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refundThey said it is Expedia Sincerely, [redacted] ***
January 26, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is requesting a refund of fees charged by NU Car Rentals Our records indicate the customer self-booked a car rental reservation, itinerary number [redacted] , on Expedia’s websiteThe car rental was for a Compact 2/4Door Car rental from NU Car Rentals in [redacted] , [redacted] , picking up on January 7, and dropping off on January 12, The total cost of the reservation was quoted as $111.85, to be collected at the time of pick-upWe can confirm the customer contacted us on January 21, 2016, requesting a refund of $ On January 26, 2016, we contacted Ms [redacted] via phone and advised we were able to resolve the matterExpedia advocated on the customer's behalf to NU Car Rentals and spoke to MrVincent L*, the manager who agreed to refund the customer $that was charged in errorMrL [redacted] stated that if the customer had any further questions or concerns he would be glad to assist if the customer contacted him directly at 760-509-A refund of $will be processed back to the customer’s credit card by NU Car rentalsMrL [redacted] advised a refund receipt will be sent to Ms [redacted] e-mail address on fileThe time it takes for the refund to process depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case Sincerely, Britt M [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: My original complaint included a request for full refunding of the extra rental car prices, in addition to cellular phone usage rates, as I spent upwards of four hours on the phone with various Expedia customer services representatives while using international cell phone towers My initial call to Expedia on 11/20/was to confirm the rate of my rental care during the pick up process as the Hertz rep tried to price gauge me I wanted to confirm that Expedia would in fact reimburse of of any extra fees or prices outside of my initial booking fee, as this was stated in my confirmation email from Expedia at the time of booking Instead of this being a quick call, I was placed on holds of upwards of mins, and called back by several reps with the same information over and over: the customer service agents seemed to be confused about the conversion rate and had an issue with the Portuguese, even though they are an international bookings company Not one customer service agent confirmed that I would receive a reimbursement for the extra rate, and I spent an exorbitant amount of money receiving these calls which led to no resolve Thus, I had to file the initial complaint with the Revdex.com, to reclaim the rental fees and the cell phone fees, attached in the previous message I accepted the car rental reimbursement, though the amount was less than what I paid, and the reasoning was false, because I needed to pay my credit card bills without added interest I am demanding my full refund for the requested cell phone bill and rental car as initially requested, in full Sincerely, [redacted]
Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request Our records reflect the customer purchased shuttle service vouchers through Expedia.com on Itinerary # [redacted] Which were to provide round trip shuttle service for two between the Cancun Airport and his hotel Barceló Maya Colonial in Puerto Juarez, Mexico The vouchers do state there can be an extra charge paid directly to the driver if the hotel falls outside a designated zone Our research shows the customer’s hotel was located within the specified round trip zone and he should not have been charged more by the shuttle service for his return trip Expedia regrets the information provided to the customer by the shuttle vendor, who is an independent contractor and not an Expedia company, was different than what is available on our site As a courtesy on July 19, Expedia has processed a refund of the shuttle fees in the amount of $84.00, back to the customer’s original form of payment The amount of time it takes for the funds to be available in his account depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]
August 25, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint Departm***Re: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Expedia will process a refund as a one-time courtesy for half of the cost for the shuttle reservation in the amount of $No further refunds or compensation will be providedWe thank you for allowing us to address this matter further.Sincerely,Delia K***Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI still believe that their company is run like a cottage industry with hit or miss, where depending on who gets you on the phone you may or may not resolve the issue in a professional mannerI was lucky the second time I call Expedia, which was actually to complain with them, and an associate helped me resolve my issue after I spoke with people It was not easy and took me hours on the phone The man who treated me unfairly and hung up the phone on me was Billy R***, who is an embarrassment to Expedia THANK YOU Revdex.com! Sincerely, [redacted]
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on December 4, the customer self-booked a package reservation that included roundtrip flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Las Vegas, NV to Chicago, IL on December 11, The customers return flights were scheduled to return on December 13, 2017.When reviewing our documentation we are able to verify that the customer called customer service on December 5, and our agent assisted with booking a return flightThis flight was booked since we confirmed with the airlines that due to a system error the customer did not have a return flightDue to the inconvenience the customer was already was refunded for this return flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service
April 18, Revdex.comExpedia – DuPont, WAComplaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund Our records indicate that on March 7, 2017, Ms [redacted] booked a seven day car rental online via Expedia.com with [redacted] car rental, picking up on March 15, 2017, and returning on March 22, 2017, itinerary [redacted] We understand from Ms [redacted] ’s complaint she claims that she returned the car a day early and was overcharged in the amount of $and requesting a refund Upon receipt of Ms [redacted] ’s complaint, we investigated the issues which were brought to our attentionWe can confirm that on March 7, 2017, Ms [redacted] contacted Expedia’s customer service department to get assistance with receiving a refund in the amount of $for being overchargedAt that time, our representative advised Ms [redacted] that [redacted] ’s billing department was closed After further researching this matter, we can confirm that on April 17, 2017, Expedia received an invoice showing that Ms [redacted] was refunded for an early return fee in the amount of $Per [redacted] rental car there will be no refunds for early returnsThis information was conveyed to MsWrobelwski on March 18, 2017, via email Based on the above, Expedia is unable to honor Ms [redacted] ’s refund requestAgain, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
January 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com Consumer Rebuttal from [redacted] Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a car reservationOur records indicate on November 20, 2016, the customer self-booked a car reservation through the Expedia.com websiteWe understand from the complaint, the customer is requesting a refund for additional charges incurredUpon receipt of the Revdex.com submission, we have verified that at the time of booking, the customer was advised on the Expedia website: • Your rental may have mandatory, local insurance requirements that result in additional charges at the time of rental .In addition it states: • By selecting to complete this booking I acknowledge that I have read and accept the Rules & Restrictions Opens in a new window., Terms of Use Opens in a new windowand Privacy Policy Opens in a new windowDue to the customer agreeing to the terms and conditions at the time of booking, Expedia is unable to provide the refund as requestedWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Corporate Customer Service
Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered As previously advised, on November 8, 2016, the customer only had two travelers on the flight reservation not four The customer’s original cost for the package reservation for itinerary number: [redacted] in the amount of $1,The total cost of the flight for two travelers was $and the total cost for the hotel was in the amount of $ Expedia refunded the customer for the flight on November 2, 2016, in the amount of and on November 4, 2016, in the amount of $ Expedia refunded the customer for the hotel on October 6, 2016, in the amount of $ The customer’s original cost for the car rental reservation and for the car rental insurance for itinerary number: [redacted] in the amount of $The total cost for the car rental in the amount of $and for the car rental insurance in the amount of $ On October 5, 2016, Expedia refunded the customer for the car and car insurance The timeframe for the refund from Expedia is up to to business days, no weekends/holidays Expedia request that the customer review their billing statements for the refunds in October If the customer has still not received the refunds, Expedia will need a letter head from the customer’s credit card/bank advising the refunds were not issued to the customer’s account We thank you for allowing us to address this matter further Sincerely, Delia K [redacted] Tier Customer Service
August 6, Revdex.com Alaska, Oregon & Western Washington Complaint Department RE: Expedia Case O- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Revdex.com allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a hotel reservationOur records indicate on May 21, 2015, the customer self-booked a hotel using the Expedia.com websiteAccommodations were at the [redacted] from May 23, 2015, to May 25, We understand from the complaint the customer is requesting additional compensationUpon receipt of the Revdex.com submission, we verified on May 23, 2015, the customer contacted Expedia due to upon arrival at the hotel, she was advised the hotel had no reservationAccording to Expedia documentation, [redacted] confirmed the reservation as shown below: • MAY 07:PM PDT • [redacted] • Confirmed • Central Reservations • Reserve On behalf of the customer, Expedia contacted the hotel directly at that time and were advised they had no availabilityOn May 28, 2015, Expedia processed a full refund in the amount of $back to the customer’s original form of paymentThe time it takes to post the refund to [redacted] account depends on how quickly her credit card company processes refundsDespite the customer’s recent experience, we encourage her to continue to use Expedia for her future travel arrangements, thereby allowing us the opportunity to restore her faith in our companyWe have provided her online Expedia account with a $Electronic Travel Coupon valid towards the future purchase of an E-Special Rate hotel reservation, either as a stand-alone hotel or in a vacation packageThe coupon will appear in the booking path for her next qualified reservation, and it is valid until one year from the date of this letterSince there was no error on Expedia’s part, and the entire hotel stay was utilized in full, no refunds or compensation will be offered from Expedia.com regarding this matterAgain, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact usSincerely, Lisa S [redacted] Tier Customer Service
May 15, Revdex.comE.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: O-***Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding flight reservationsWe understand the customer is requesting a refund for the cancellation penalty charged for her hotel reservations On April 22, 2015, Expedia advocated on the behalf of Ms [redacted] with the hotelAt the time, Expedia was advised the hotel would need to further investigate if a refund could be processed for the cancellation penalty On May 15, 2015, Expedia confirmed with the [redacted] that the cancellation penalty of $1,would be waived, and Expedia received permission to process a full refundAt that time, Expedia processed a refund in the amount of $1,back to the customer’s original form of paymentThe time it takes to post the refund to Ms [redacted] account depends on how quickly her credit card company processes refunds We hope that with the information provided, we have addressed all of your concerns and look forward to assisting you further with your future travel needs We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I booked the hotel on the sixth of october after the 5th I never stayed at the hotel so how can you charge me on the 6th if the hotels were supposed to be cancelled on the 5th I was lied to by the expedia staff and if I could have got in contact with the hotel I never would have been charged I understand expedia is a third party but I inserted my card information on your website so expedia should have some responsibility if not then why did they have hotels on there website that could not be booked people use your site to book reservations it was a hurricane and the hotels took advantage of expedia website to get money from people trying to escape hurricane matthew I lost $and expedia has no care that my money was taken I work hard for the little money I get and I have a family that needed the money during the hurricaneSincerely, [redacted]
February 15, Revdex.com Expedia – DuPont, WA Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought, to our attentionExpedia is disheartened the customer felt their concerns, were not resolved adequately by our company prior to seeking further actions from you Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a refund We understand from Ms [redacted] ’s complaint that she attempted to purchase a vacation package online via Expedia.com and received several error messages and found out that her account was charged three separate times in the amount of $1,and is requesting a refund and for Expedia to provide her a discounted rate Our records indicate the on February 9, 2018, Ms [redacted] or an authorized user of the account contacted Expedia’s customer service department for assistance with making a reservationAt that time, our representative advised Ms [redacted] that her card has been authorized and will fall off as there were no reservations booked Each time a purchase is attempted on Expedia.com, a credit card authorization is made to verify that the account has funds available for the purchase When a payment is unsuccessful, the credit card company or banking institution creates a temporary hold on the fundsMost authorizations fall off within hours, however, each bank or credit card company policy is differentIf any authorizations remain on Ms [redacted] ’s credit card for these purchases, we are happy to assist you with contacting the credit card company or banking institution Again, we thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, LaToya J [redacted] Corporate Customer Service
Complaint: [redacted] I am rejecting this response because: these facts stated here aren't true.We arrived at Union city by 1:pm the hotel claimed we couldn't check in at that time since they "where overbooked by Expedia"Expedia emails clearly stated you room will be there when u get there, late check in its okIn a sence how Expedia represent themselfs is in a sence advertisement, representation and really of no use since I could just have called the particular hotel and booked directedI used Expedia for the sence of security and assurance that everything would go well however Expedia at this point is just passing the blame to other and the other is passing back to ExpediaI have saved all the email from Expedia clearly social media can see how Expedia is behaving towards a matter that could have caused serious life threatening consequencesI'm not only requesting for a refund but also a price match for the hotel that we had to stayWe where never advised to stay until am for a room with a guaranteed that we would have had that room and I wouldn't do that to my guests go Sleeping in the car until 5am serious? That room was paid for months prior of !!! You cannot sell something that belongs to somebody elseI have paid to Expedia I have done business with Expedia and I expect no excuses of third party blah blahWhat is Expedia ready to do to solve this case?Sincerely, [redacted]
November 19, 2015Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding a recently flight reservationWe understand the customer is requesting a refund of the ticketsOn November 19, we contact Mr [redacted] to acknowledge receipt of the Revdex.com complaint but were unable to reach the consumer.Our records reflect that on October 20, 2015, an agent assisted the customer with booking a flight reservation with ExpediaThe flights operated by American Airlines were scheduled to depart on December 19, and return on January 3, The customer also purchased “Flight Cancelation” InsuranceExpedia serves as a third party intermediary with travel providers such as hotels, car rental agencies and airlines and is subject to the rules and restrictions of those providersAs American Airlines was the merchant of record and the company that charged your credit card, we have to abide by their rules and regulationsBased on these fare rules, the tickets were non-refundable with a change penalty fee of $per passenger would be chargedIn addition, the Flight Cancelation Insurance provided for coverage the customer needed to change his travel plans; the trip cancellation insurance would allow the customer to reschedule without penalty for covered reasons.We have confirmed that during the booking of the reservation, the agent did advise Mr [redacted] that as an active military personnel, his ticket would be fully refunded if canceledThe agent then explained that due to Mr [redacted] traveling companion not being involved in the military, her ticket was non-refundableWe apologize for the error that was made.As a one-time courtesy, Expedia will issue a refund for Mr [redacted] ticketsOn November 19, 2015, a refund in the amount of $was processed to the customer’s original form of paymentThe time it takes to post the refund to Mr [redacted] account depends on how quickly his credit card company processes refunds.In regards to Mr [redacted] traveling companion’s ticket [redacted] is our administrator for assistance and can be reached by calling [redacted] .We thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Tier Customer Service
November 9, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding an inquiry about an advertised offer on Expedia.com’s booking site Ms [redacted] states she was attempting to book flights from Monterey CA to New York, NY she saw a banner advertising free flights if a room was booked but she didn’t feel she was getting that pricing break when she attempted to book a room/flight bundle Special discounts are, at times negotiated with hotels and airlines that allow Expedia to offer this deal When a customer clicks on the promotioal banner ad they are taken to the hotel page and then will see a matching banner above the hotel(s), that are currently making this offer The banner above the hotel will say “book this and save 100% on your flight” Only the hotel(s) with this banner are offering the free flight option A current review of our site shows that the Four Seasons Hotel New York currently has this offer available The Giles hotels the customer mentions do not have this promotion offered at this time Hotels and airline bookings are linked directly to their live inventory sites and they limit the number of of discounted packages available As the discounted inventory sells out,the pricing will no longer reflect the free flight price Expedia’s terms of use expressely states pricing is not guaranteed until booked and payment is accepted Expedia regrets the inconvenience ad confusion this matter caused Ms [redacted] We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Rosanne G [redacted] Tier Customer Service
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: *- [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Our records reflect that on December 3, 2015, Mr [redacted] booked a two-night stay at The Dupont Circle Hotel from December 30, 2015, through January 1, We understand from Mr [redacted] ’s complaint that he took advantage of a mobile application that offered a $discount towards the cost of his bookingMr [redacted] stated that he did not get $off so he contacted Expedia for assistanceHe says that the promotion was not honored and he was given a $coupon that he could use towards a future bookingMr [redacted] is now requesting the $offered in the promotion and a free room upgrade Per our records, this matter was addressed on December 3, The reservation was canceled and rebooked and the $discount was redeemedWe also allowed Mr [redacted] to keep the $coupon for future useRegrettably, we are unable to honor the request of a free upgrade We thank you for allowing us the opportunity to address the issues that were brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Marlon J [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: I have not received the refund from ExpediaTo clear any confusion, in their response, Expedia made reference to a credit card company, however, the payment was made with my Wells Fargo debit cardIt has now been sixteen days, and my bank (Wells Fargo) said the hold up is not the bank processing the refundThey said it is Expedia Sincerely, [redacted] ***
January 26, Revdex.com Alaska, Oregon & Western Washington Complaint Department Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding a car rental reservation We understand the customer is requesting a refund of fees charged by NU Car Rentals Our records indicate the customer self-booked a car rental reservation, itinerary number [redacted] , on Expedia’s websiteThe car rental was for a Compact 2/4Door Car rental from NU Car Rentals in [redacted] , [redacted] , picking up on January 7, and dropping off on January 12, The total cost of the reservation was quoted as $111.85, to be collected at the time of pick-upWe can confirm the customer contacted us on January 21, 2016, requesting a refund of $ On January 26, 2016, we contacted Ms [redacted] via phone and advised we were able to resolve the matterExpedia advocated on the customer's behalf to NU Car Rentals and spoke to MrVincent L*, the manager who agreed to refund the customer $that was charged in errorMrL [redacted] stated that if the customer had any further questions or concerns he would be glad to assist if the customer contacted him directly at 760-509-A refund of $will be processed back to the customer’s credit card by NU Car rentalsMrL [redacted] advised a refund receipt will be sent to Ms [redacted] e-mail address on fileThe time it takes for the refund to process depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attentionAs this matter has been resolved, we respectfully request the Revdex.com close this case Sincerely, Britt M [redacted] Tier Customer Service
Complaint: [redacted] I am rejecting this response because: My original complaint included a request for full refunding of the extra rental car prices, in addition to cellular phone usage rates, as I spent upwards of four hours on the phone with various Expedia customer services representatives while using international cell phone towers My initial call to Expedia on 11/20/was to confirm the rate of my rental care during the pick up process as the Hertz rep tried to price gauge me I wanted to confirm that Expedia would in fact reimburse of of any extra fees or prices outside of my initial booking fee, as this was stated in my confirmation email from Expedia at the time of booking Instead of this being a quick call, I was placed on holds of upwards of mins, and called back by several reps with the same information over and over: the customer service agents seemed to be confused about the conversion rate and had an issue with the Portuguese, even though they are an international bookings company Not one customer service agent confirmed that I would receive a reimbursement for the extra rate, and I spent an exorbitant amount of money receiving these calls which led to no resolve Thus, I had to file the initial complaint with the Revdex.com, to reclaim the rental fees and the cell phone fees, attached in the previous message I accepted the car rental reimbursement, though the amount was less than what I paid, and the reasoning was false, because I needed to pay my credit card bills without added interest I am demanding my full refund for the requested cell phone bill and rental car as initially requested, in full Sincerely, [redacted]
Re: Expedia Case #: [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customer We appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you Expedia, Incis responding to the consumer complaint from [redacted] , (Revdex.com case number [redacted] ) regarding a refund request Our records reflect the customer purchased shuttle service vouchers through Expedia.com on Itinerary # [redacted] Which were to provide round trip shuttle service for two between the Cancun Airport and his hotel Barceló Maya Colonial in Puerto Juarez, Mexico The vouchers do state there can be an extra charge paid directly to the driver if the hotel falls outside a designated zone Our research shows the customer’s hotel was located within the specified round trip zone and he should not have been charged more by the shuttle service for his return trip Expedia regrets the information provided to the customer by the shuttle vendor, who is an independent contractor and not an Expedia company, was different than what is available on our site As a courtesy on July 19, Expedia has processed a refund of the shuttle fees in the amount of $84.00, back to the customer’s original form of payment The amount of time it takes for the funds to be available in his account depends on how quickly his bank processes refunds We thank you for allowing us the opportunity to address the issues that were brought to our attention If you have any further questions or concerns regarding this matter, please feel free to contact us Sincerely, Roseanne G [redacted] Tier Customer Service
October 29, 2015Revdex.comE.com - Alaska, Oregon & Western Washington Complaint DepartmentDear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attentionExpedia, Incis disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from you.Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding their reservationsAs of the response deadline of this complaint, we are unable to obtain the necessary information needed to provide an appropriate replyAt this time, we respectfully request additional time from the Revdex.com as further research is needed for this caseWe will submit our final reply via the Revdex.com's website.Again, we thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely, [redacted]
August 25, Revdex.com E.com - Alaska, Oregon & Western Washington Complaint Department Dear Revdex.com, Thank you for taking the time to contact Expedia, Incregarding an issue from our customerWe appreciate the Revdex.com allowing us to address the comments and concerns which have been brought to our attention Expedia is responding to the consumer complaint from [redacted] (Revdex.com case number [redacted] ) regarding his reservationAs of the response deadline of this complaint, we are unable to obtain the necessary information required to provide an appropriate replyWe respectfully request additional time from the Revdex.com as further research is needed for this caseSincerely, Tier Customer Service
Complaint Departm***Re: Expedia Case #: [redacted] Dear Revdex.com,Thank you for forwarding the Revdex.com consumer rebuttal from [redacted] We regret to hear Mr [redacted] did not accept our response and/or resolution offered.Expedia will process a refund as a one-time courtesy for half of the cost for the shuttle reservation in the amount of $No further refunds or compensation will be providedWe thank you for allowing us to address this matter further.Sincerely,Delia K***Corporate Customer Service
Revdex.com:I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is satisfactory to meI still believe that their company is run like a cottage industry with hit or miss, where depending on who gets you on the phone you may or may not resolve the issue in a professional mannerI was lucky the second time I call Expedia, which was actually to complain with them, and an associate helped me resolve my issue after I spoke with people It was not easy and took me hours on the phone The man who treated me unfairly and hung up the phone on me was Billy R***, who is an embarrassment to Expedia THANK YOU Revdex.com! Sincerely, [redacted]
December 15, Revdex.com Alaska, Oregon & Western Washington Complaint DepartmentRE: Expedia Case [redacted] Dear Revdex.com, Thank you for taking the time to contact Expedia regarding an issue from our customerWe appreciate the Better Business Bureau allowing us time to address the comments and concerns which have been brought to our attentionExpedia, is disheartened the customer felt their concerns were not resolved adequately by our company prior to seeking further actions from youExpedia is responding to the consumer complaint from [redacted] (Revdex.com ID number [redacted] ) regarding her recent flight reservationWe understand the customer is requesting refund of the flight reservation.Our records reflect that on December 4, the customer self-booked a package reservation that included roundtrip flight reservationsThe customers departure flights were operated by Spirit Airlines and scheduled to depart from Las Vegas, NV to Chicago, IL on December 11, The customers return flights were scheduled to return on December 13, 2017.When reviewing our documentation we are able to verify that the customer called customer service on December 5, and our agent assisted with booking a return flightThis flight was booked since we confirmed with the airlines that due to a system error the customer did not have a return flightDue to the inconvenience the customer was already was refunded for this return flightWe thank you for allowing us the opportunity to address the issues, brought to our attentionIf you have any further questions or concerns regarding this matter, please feel free to contact us.Sincerely,Hayden J [redacted] Corporate Customer Service