DEAR TRAVEL TROUBLESHOOTER: I just lately booked a rental automotive with Greenback via Priceline. My automotive didn't have a entrance or rear license plate, so I needed to deliver it again to the rental location that evening.
The second automotive Greenback gave me was not the dimensions I reserved. It was too small to accommodate my passengers. The next day, I lastly obtained Greenback to agree to provide me the car I had booked, a midsize SUV.
A consultant informed me to deliver my automotive again for one more change. However as an alternative of exchanging the car, Greenback handled my change like an early return. A consultant then informed me I must pay for one more reservation if I needed a automotive. A Priceline consultant promised I might obtain a refund. However, Greenback mentioned I voluntarily returned the automotive, which is unfaithful.
I've been speaking to Greenback and Priceline for the final two weeks, making an attempt to — on the very least — get a refund for the times I couldn’t use my rental. Each of them hold telling me they don't have my cash and that the opposite entity owes me a refund. I've tried disputing the cost with my financial institution, however haven't acquired any assist.
— Vivian Everhart, Houston
ANSWER: It's best to have gotten the automotive you reserved from Greenback. As a substitute, they handed you the keys to a rental with out plates, after which canceled your subsequent reservation. Come on!
However, issues went improper on either side of the counter. While you choose up a rental, the very first thing it is best to do earlier than leaving the power is to examine it rigorously and take pictures. Had you performed so, you most likely would have observed the lacking plates. Then, you wouldn’t have needed to return your first rental.
If the primary car must be changed for no matter motive, try to be certain the brand new automotive meets your specs earlier than you settle for it. If you happen to had simply mentioned “no” to the second rental, you additionally might need averted this drawback.
It appears such as you had a pay as you go rental, which implies you had already paid Priceline for the three days you had been presupposed to hire the car. So, once you returned the automotive, Greenback merely rented you a brand new one and stored the cash to your earlier automotive. Then, it appears prefer it tried to push the duty on Priceline to repair the issue. I believe everybody was a bit of confused.
Priceline didn’t totally perceive your refund request. It tried to mediate your refund request with Greenback, however the automotive rental firm claimed it had given you the correct car. It had, initially. However, that automotive didn’t have plates. Priceline issued you a $25 reward card to make up for the difficulty. However, you needed — and had been entitled to — a refund for the 2 misplaced days.
I publish the names, numbers and electronic mail addresses of each the Priceline and Greenback executives on my shopper advocacy web site at www.elliott.org/company-contacts/priceline/ and www.elliott.org/company-contacts/hertz/. A short, well mannered electronic mail might need moved your refund into the quick lane.
I contacted Priceline in your behalf. Priceline once more reached out to Greenback. “We had been in a position to safe a refund from Greenback on the client’s behalf, which has been processed again to her bank card,” a Priceline spokeswoman informed me.
Christopher Elliott is the chief advocacy officer of Elliott Advocacy, a nonprofit group that helps customers resolve their issues. Elliott’s newest ebook is “The best way to Be the World’s Smartest Traveler” (Nationwide Geographic). Contact him at elliott.org/assist or chris@elliott.org.
(c) 2022 Christopher Elliott
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