BBB Logo

Better Business Bureau ®
Start With Trust®
Eastern Massachusetts, Maine, Rhode Island and Vermont
Are you the Owner of this Business? ×
BBB® Accredited Business Seal

Are You the Business Owner of International Rail, LLC?

If yes, click here to login.

Are you...?

BBB Accredited Business since

International Rail, LLC

Phone: (617) 559-0944 Fax: (617) 507-3488 15 Hancock Ave, Newton Center, MA 02459 http://www.italiarail.com

Print

BBB Business Reviews may not be reproduced for sales or promotional purposes.

Description

International Rail, LLC provides train tickets Italy with a variety of train services.

BBB Accreditation

A BBB Accredited Business since

BBB has determined that International Rail, LLC meets BBB accreditation standards, which include a commitment to make a good faith effort to resolve any consumer complaints. BBB Accredited Businesses pay a fee for accreditation review/monitoring and for support of BBB services to the public.

BBB accreditation does not mean that the business' products or services have been evaluated or endorsed by BBB, or that BBB has made a determination as to the business' product quality or competency in performing services.

Reason for Rating

BBB rating is based on 16 factors. Get the details about the factors considered.

Factors that raised the rating for International Rail, LLC include:

  • Complaint volume filed with BBB for business of this size.
  • Response to 2 complaint(s) filed against business.
  • Resolution of complaint(s) filed against business.
  • BBB has sufficient background information on this business.

Industry Ratings Comparison | Chart


Customer Complaints Summary Read complaint details

2 complaints closed with BBB in last 3 years | 0 closed in last 12 months
Complaint Type Total Closed Complaints
Advertising/Sales Issues 0
Billing/Collection Issues 0
Delivery Issues 0
Guarantee/Warranty Issues 0
Problems with Product/Service 2
Total Closed Complaints 2

Customer Reviews Summary Read customer reviews

2 Customer Reviews on International Rail, LLC
Customer Experience Total Customer Reviews
Positive Experience 1
Neutral Experience 0
Negative Experience 1
Total Customer Reviews 2

Additional Information

top
BBB file opened: December 30, 2010 Business started: 08/06/2009 in MA Business incorporated: 08/06/2009 in MA
Type of Entity

Partnership

Business Management
Mr. Mike T. Fuller, President
Contact Information
Principal: Mr. Mike T. Fuller, President
Number of Employees

4

Business Category

RAILROADS-TICKET AGENCIES All Other Travel Arrangement and Reservation Services (NAICS: 561599)

Alternate Business Names
ItaliaRail.com RailAgent.com Railpass.com

Customer Review Rating plus BBB Rating Summary

International Rail, LLC has received 0 out of 5 stars based on 0 Customer Reviews and a BBB Rating of A-.

BBB Customer Review Rating plus BBB Rating Overview

Additional Locations

  • 15 Hancock Ave

    Newton Center, MA 02459 (617) 559-0944

X

What is a BBB Business Review?

We offer free reviews on businesses that include background, licensing, consumer experience and other information such as governmental actions that is known to BBB. These reviews are provided for businesses that are BBB accredited and also for businesses that are not BBB accredited.

X

About BBB Business Review Content & Services:

Some Better Business Bureaus offer additional content & services in BBB Business Reviews.
The additional content & services are typically regional in nature or, in some cases, a new product or service that is being tested prior to a more general release.
Not all enhanced content & services are available at all Better Business Bureaus.

Professional AffiliationsX
X

Types of Complaints Handled by BBB

BBB handles the following types of complaints between businesses and their customers so long as they are not, or have not been, litigated:

  • Advertising or Sales
  • Billing or Collection
  • Problems with Products or Services
  • Delivery
  • Guarantee or Warranty

We do not handle workplace disputes, discrimination claims or claims about the quality of health or legal services.

X

BBB Complaint Process

Your complaint will be forwarded to the business within two business days. The business will be asked to respond within 14 days, and if a response is not received, a second request will be made. You will be notified of the business's response when we receive it (or notified that we received no response). Complaints are usually closed within 30 business days.

X

What is BBB Advertising Review?

BBB promotes truth in advertising by contacting advertisers whose claims conflict with the BBB Code of Advertising. These claims come to our attention from our internal review of advertising, consumer complaints and competitor challenges. BBB asks advertisers to prove their claims, change ads to make offers more clear to consumers, and remove misleading or deceptive statements.

X

What government actions does BBB report on?

BBB reports on known significant government actions involving business' marketplace conduct.

X

Thank you for your feedback!

Help us improve by taking our survey.

X

BBB Reporting Policy

As a matter of policy, BBB does not endorse any product, service or business.

BBB Business Reviews are provided solely to assist you in exercising your own best judgment. Information in this BBB Business Review is believed reliable but not guaranteed as to accuracy.

BBB Business Reviews generally cover a three-year reporting period. BBB Business Reviews are subject to change at any time.

Find a LocationX

  Change Location
Show Only Accredited Locations


Complaint Detail(s)

6/11/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: Attempted to book train ticket on italiarail website. Did not provide me with my train tickets. Charged my credit card twice for the tickets -123.00 twice. Have not refunded my money.Found other complaints from consumers on the web who they had defrauded also.

Desired Settlement: My money returned to my account -246.00

Business Response: Hello ******,
Thank you for bringing this to our attention. Our intention is never to defraud any customer and we take this very seriously. I am working with our Operations Manager to get a clear idea of what happened, why you never received your ticket, and why you were charged twice.  Please allow me a couple of days to get to the bottom of this and I will be in touch.

Sincerely,
******* ********

BBB's Final Determination: Business offered a resolution. Consumer did not pursue further with BBB and the matter was assumed to be resolved

5/8/2013 Problems with Product/Service | Read Complaint Details
X

Additional Notes

Complaint: We recently purchased two one - way train tickets from Rome to Venice online from ItaliaRail and realized once we got the receipt / boarding pass that the tickets were actually for the day after. We spoke with ItaliaRail and they refused to assist us, they were adamant that it was our booking error, despite our assurances that we had booked for May 5th and the tickets showed May 6th. The conversation with ItaliaRail was very unprofessional to say the least therefore we decided to take the matter up with the train company directly. In the mean time we needed to ensure we had transportation for our trip so logged onto ItaliaRail again to book for May 5th. We searched for a May 5th afternoon train and we noticed that it brought up only May 6th search results with no warning that what was returned was actually the day after (we believe this to be an error in their system). We are sure this is the reason we inadvertently booked for the day after what we thought we were booking for. We also checked other dates using the same times and none returned results for other days so this issue seems to only be happening on May 5th. We then sent screenshots of the issue to ItaliaRail and have tried repeatedly to call / email them without any response. We have screen shots of the issue and have saved all correspondence with them should you like to review it. We think ultimately they have a glitch in their online system or need to better alert folks if they are returning results that don't meet their search criteria.

Desired Settlement: We would like for them to fix this issue on their website and refund us the $110 we lost on this ticket.

Business Response: Dear Mr. *****,
I am the owner of ItaliaRail.com and I am in receipt of your recent complaint. I am sorry that you feel your concerns were not responded to promptly by our customer service department. I am also sorry that your initial problem was handled in a way that you thought was unprofessional. We often get customers who have made mistakes in the order process blame our system in order to avoid  cancellation or change fees - these fees are imposed by the railway and we have only 2 hours after a booking is made to correct any mistakes. Unfortunately we don't control the penalties and are charged back ourselves by the railway for these type of mistakes - I am sure you can understand that we cannot afford to pay for our customers mistakes. I see from the notes on your order that ***** had our IT department pull the logs (correct protocol) to make sure that there wasn't an issue with the system - all appeared normal. I also see from the notes that ***** called you back (in the UK?) and that you indicated to her that you did not want to speak with her because she wasn't sympathetic to your problem. It is possible our system performed correctly but that the result was not clear enough for you. It is also possible that there may be a glitch that is able to be duplicated - this sounds like something you think you may have found. Sometimes if there are no trains left on the day the departure time is chosen we will show results for the next day - from the times you booked this doesn't seem to be the problem. If you would be able to forward me the screen grabs and explain exactly what happened I would appreciate it. In the mean time - because we did not handle the situation to your satisfaction initially and subsequently, I will credit you back the 10% of your total order - it looks like you have not re-booked yet, would you like to? If on top of this you have found a glitch that can be duplicated, I will  reimburse for balance on the original ticket and pay for your new ticket. I hope that the above will make you feel a bit better about your experience with us and that other than the date issues you found our site useful and easy to use.

Sincerely,
**** ******
Owner

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint.

****
Please see attached example of our search through your website.  You can try it yourself to see that it is reproducible. We sent this to your customer service team multiple times and never heard back.  If indeed you are aware that your website does return the next day's results in certain cases, in my opinion (and I sincerely hope yours), it should clearly notify the customer.  The first thing a person does is scroll down to find their desired time and the date is only at the top and shows nowhere else on the screen. We found this to be very misleading.   

I understand that your IT department did some kind of look at our transaction but if the website is configured poorly then we were most likely clicking on something without knowing because it wasn't clearly labeled. That is why they are showing that this is our mistake but we think your website is misleading and that is what led to the issue. We still think you should update your website to notify folks of days returned other than the one they searched for.   In my opinion, in light of the issue, the amount of time we spent on the phone and e-mail, trying to contact someone a full refund would be appropriate and make us feel better about our experience.  A 10% refund is pretty small ($11) and based on where we are with this it doesn't seem like enough compensation for our time resolving what we view as clearly a website search engine that needs some improvement. 

Please advise if you agree to change your website and give us a full refund or make another more suitable offer....thanks

Business Response: Hello,
We have been in touch directly with ******* *****.  The complaint has been settled and we have made the changes to our system to ensure this does not happen again.

Best,
*******

Consumer Response: I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint.

BBB's Final Determination: Consumer accepted resolution offered by the business.

BBB Comments: The consumer indicated to BBB that the complaint was resolved.