- Report: #774552
Complaint Review: Hotwire.com - Internet
Reported By:
Carol -
Brandon, Florida, United States of America
Submitted:
Updated:
-
Author Not Confirmed
Why?
Hotwire.com
Internet, United States of America
Phone:
866-468-9473
Web:
www.hotwire.com
Categories:
Business Rating:
(0)
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Hotwaire.com legally steals your money and you get nothing for itt, Internet
I made a rental car reservation with Hotwire.com on 9/8/11 at 12:15 am to take place on 9/22-10/2/11 in St. Louis, MO. I received Alamo confirmation and Hotwire Itinerary. I was charged $219.61 from my debit account. At 2:00 pm on the same day (9/8/11) I realized I wasn't going to need the car, so I called to cancel the reservation, believing that it a consumer has a right to cancel within 24 hours. They rudely refused to discuss a refund or even a credit. Telling me that Alamo is already paid and have my reservations.
I called Alamo and they have no record of my reservation and told me I had to take it up with Hotwire, because they had the money and they wouldn't get paid until I picked up the car. How can this be legal to take your money and give you nothing for it? If I didn't give them enough notice I could understand, but it was only 14 hours since my purchase and I am not going to be receiving anything for the amount of $219.61. I feel this is poor customer service to basically take money for services not rendered.
I called Alamo and they have no record of my reservation and told me I had to take it up with Hotwire, because they had the money and they wouldn't get paid until I picked up the car. How can this be legal to take your money and give you nothing for it? If I didn't give them enough notice I could understand, but it was only 14 hours since my purchase and I am not going to be receiving anything for the amount of $219.61. I feel this is poor customer service to basically take money for services not rendered.
2 Updates & Rebuttals
ckorow
Brandon,Florida,
United States of America
Rights to Steal
#2Author of original report
Fri, September 09, 2011
The reason I stated that Hotwire can "Legally Steal" is the reason this IS a ripoff. The fact that I was so upset that I failed to notice how bad I spelled out the headline is as embarrassing as the fact that I let them "Legally Steal" from me. If you pay for something, you should get something. Any reputable company will weigh each reason for refund request and decide whether it is qualified for refund or not. Even if the sale is final. To never give the customer at least 24 hours to change their mind or lose the money, is BAD BUSINESS. I never noticed any option to protect myself from being victimized. At midnight, I admit I might not have taken the hours it would take to read all your legal copy; for that I am at fault. I honestly thought that a consumer had a legal right to cancel a purchase within 3 days. And if it is within 24 hours, any company would make a refund, if they had any reputation they cared to protect. It is obvious that Hotwire.com does not care about their reputation, and blatantly obvious they don't care about their customers.
Ashley
springfield,Missouri,
U.S.A.
rights
#3Consumer Comment
Fri, September 09, 2011
First of all, no consumer has a "right" to a refund within 24 hours. The only rights you have are the ones you agreed upon when you made the purpose. When you purchased the rental from hotwire, you agreed to their terms and conditions. One of those, taken straight from their website is:
"
Can I cancel or change my reservation if my plans change?
Hotwire Hot Rate rentals are final and cannot be cancelled, refunded, changed, exchanged or transferred. Your account will be charged for the total price shown, regardless of whether the reservation is used. This is how agencies better manage their unsold rental cars, and that's a big reason why we can offer you great travel deals.
On the other hand, regular-rate reservations may be cancelled without penalty. To cancel your reservation, log in to your Hotwire account, and click, "My Account." All Hotwire customers must agree to the Hotwire Terms of Use.
Worried emergencies might change your plans? Consider purchasing Trip Protection, a low-cost insurance program that provides trip cancellation/interruption coverage. Protect yourself against medical emergencies, strikes, natural disasters and weather emergencies. You can purchase Trip Protection at any time up until your check-in date. Learn more about Access America and Trip Protection.
So they state, in plain english, that there are no refunds on car rentals. They didn't rip you off, they are just enforcing the agreement you made with them.
