Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/02/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In spring of this year, I booked the "Rhine Valley Explorer" vacation through my local AAA travel agency, a Railbookers-branded eight-day trip with advertised stops in *********, *******, *******, and ******. The booking invoice I was sent listed two nights each in *******, *******, and ******. I booked a hotel for the first night in *********, as I was under the impression that it wasn't included.However, Railbookers mistakenly booked us a night in ********* and no nights in ******. They then canceled the Frankfurt booking, offering a $176 credit for activities. Unfortunately, I was told by a Railbookers travel agent that many listed activities were unavailable when I called to reserve space (despite these same activities being listed as available on their website), and the credit wasnt able to be fully used. The Railbookers travel agent booked us a Cologne Cathedral tour, but when we arrived at the tour we discovered it was entirely in German, a language neither my partner nor I speak. Another unrelated couple also on a Railbookers' trip experienced the same issue on the same tour!Railbookers also insisted we return to ********* two days early as to not miss our flight our of *********, skipping our Bingen stay entirely, despite available daily trains from ****** to *********. They never refunded the ************ cost or covered the extra two nights in **********I'm requesting a cash refund for the $176 credit for the mistakenly booked *************** and the cost of the two nights in the ************. There were other issues during our trip, such as missing cruise tickets and train delays/cancellations, but these were the most significant.

  

  Business Response

  Date: 09/05/2024

  Hello *****,
  
  After reviewing your concerns, we will be processing a refund to your credit card, ending in 5004, in the amount of $418.71 USD which is the requested $176.00 as well as the cost of the two nights at the ***************. We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards

  Customer Answer

  Date: 09/12/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************

  Customer Answer

  Date: 10/29/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  In August of this year I went on a trip organized through Railbookers and was unsatisfied. On September 2nd, 2024 I submitted a BBB complaint (#********) to Railbookers requesting a partial refund and received a message from Railbookers on September 5th, ******************************************************************************* #****. I responded to this message on September 12th, 2024 (within the 10 day response window) indicating that this was a satisfactory resolution for me and the case was closed. However, I never received the reimbursement. The response to my complaint asked me to wait ***** business days for the refund to process. Twenty business days from September 12th, 2024 would have been October 10th, 2024, which we are well past. I have uploaded my original complaint with all responses as well as my most recent credit card statement indicating that I did not receive the refund as support. I would like Railbookers to process my refund, which they have already admitted I was due, immediately and within the week. 

  

  Business Response

  Date: 10/30/2024

  Hello *****,
  
  We apologize for the delay in payment. We have reached out to our accounting department and they have processed the refund in the amount of $418.71 to the card ending in 5004. We are very sorry about the difficulties experienced and the delay in payment. The amount should appear on your account in ***** business days.
  Kind regards

• Initial Complaint

  Date:08/22/2024

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Railbookers, apparently dba "Amtrak Vacations" (not related in any way to Amtrak itself), advertised selling a rail trip of four days, including roundtrip rail ********, ********** to *********, *******, a boat trip on a local lake, two nights stay at a local lodge, two days rental car, and an all-day sightseeing tour. I paid $3,900. They did not provide any boat tour or sightseeing tour that I could access. The rail reservations had to be reissued because of an Amtrak delay. The new reservations made by Amtrak Vacations were incorrect (on the wrong days) and one was apparently refunded. The real company Amtrak made everything right in the end but "Amtrak Vacations" caused me considerable and repeated emotional trauma as every step of this trip with them was an absolute disaster.

  

  Business Response

  Date: 08/28/2024

  Hello ******,
  
  After reviewing your concerns regarding reservation ******, we will be processing a refund to your credit card, as a courtesy, in the amount of $215.83 as compensation for the stress related to the rail delay as well as the ************ tour change. We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  We are very sorry about the events beyond our control regarding the rail delay that forced the schedule change. Insurance is offered by Railbookers for these types of situations, but unfortunately,it was declined.
  
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards

  Customer Answer

  Date: 08/28/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *************************

• Initial Complaint

  Date:08/20/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Name: *********************** Email: ******************** Phone Number: ************** Amtrak Guest Rewards #: Reservation Number: 2BFBCF Trip/Event Date: 7/9/2024 Message:To whom it may concern my husband and I are retired and on a fixed income we thought we were going to go on our dream vacation after the years we put in at work now it's turned into a nightmare a thousand ninety eighth dollars is not a lot of money to a big corporation like yours but it is a huge amount for me and my husband we've called numerous People in your company and haven't gotten any results and it wasn't even twenty four hours when we canceled. And here's the rest we got from Amtrak Travel Feedback [#********] ref:!00D0b0RJDS.!5005a0365psq:ref ************************************************ Dear Customer,Thank you for contacting **********************. We respond to online inquiries 7 days a week between the hours of 8 am and 8 pm (ET). E-mails are answered in the order that they are received. We will respond as soon as possible.Sincerely,Amtrak **************** ref:!**********.!****************. This is the response we got but we haven't heard anything else from them since we got that from ***************** Thank you ***********************

  

  Business Response

  Date: 08/20/2024

  We appreciate *********************** taking the time to bring her concerns to our attention. As information, Amtrak and Amtrak Vacations are separate entities that maintain a working partnership. We have forwarded her correspondence to our Amtrak Vacations partners regarding her request for a monetary refund. Please rest assured that we take matters such as this very seriously and are grateful for her comments and feedback. Going forward, we encourage ************** to contact Amtrak Vacations directly as we are unable to assist with her refund. Amtrak considers this matter to be resolved.

  

  Business Response

  Date: 08/23/2024

  Hello ******,
  

  We understand this was a very challenging, disappointing experience for you and just first want to express our gratitude for being a valued customer and bringing this to our attention.
  We carefully looked into your case yet based on our policy we cannot accommodate this refund request due to our terms and conditions that were sent to you on July ******.
  Kind regards

  Customer Answer

  Date: 08/23/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I'm rejecting because there's nothing saying we can't get a refund plus the person who took the reservation never saided anything about not being able to get a refund back plus it wasn't even twenty four hours when we canceled the reservation.                      Thank you ***********************;

   

  

  Business Response

  Date: 08/30/2024

  Hello ******,
  
  The Amtrak Vacations invoice that includes the Terms and Conditions was emailed to you on July 5th and are located on Page 5.They clearly state the cancellation charges. Our records indicate that the terms were also explained to you on the phone on July 6th when you called in to inquire about cancelling. Unfortunately, we must adhere to our Terms and Conditions.
  Thank you

  Customer Answer

  Date: 09/03/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

  I am rejecting Amtrak's statement because I still stand by we canceled before twenty four hours now is this how Amtrak does business with People so they go away they use the word protection plan you put Money down and you have to cancel or cancel because you really can't afford Eleven Thousand Dollars for an Amtrak vacation and they won't refund your payment why because this is how they make money think about the protection plan at One thousand Ninety Eight dollars or more Times Twenty to Forthy People so no I would like our refund next step going to News Agencies 

   

• Initial Complaint

  Date:08/05/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We began speaking with a *** from Railbookers to book a trip to *****, sending us a quote which shared in writing the cost of trip protection of $209 per person for this trip noting in writing "that allows you to cancel for any reason up to 24 hours prior to the trip and will give you future travel credit for the amount of the trip for up to 2 years from cancellation". She also noted by phone we could cancel for any reason and did not lead us to the terms and conditions of the trip nor conditions of trip insurance. We purchased trip insurance and paid our deposit of $1288. We had to reschedule this trip from 12/16/24-12/24/24 and asked for a trip after 12/23/24, due to not having our daughter's college schedule. Just a few days difference. We emailed the same *** and nothing verbal or written was given to us of any penalty for rescheduling nor losing our trip insurance. Another sales *** contacted us by email to see of our decision, again with no verbal or written acknowledgment of loss of insurance and deposit, just wanting our decision for date change. We received an invoice for a new date trip of 12/23/24-12/31/24, again no call to confirm changes were acceptable. We emailed the ***s to state the dates were ok; never receiving a verbal request for a new deposit nor given info that we had to purchase new trip insurance at this time. We recently requested trip cancellation, and were told we only have a $63 credit toward a new trip from the $1288 deposit we made. We asked for an accounting of why we only have $63 and were given "its in our terms and conditions". That would be completely acceptable had we been initially and throughout advised we would lose both the trip insurance and deposit for changing a reservation date by a few days or cancelling well in advance of our trip date. Given their withholding important information and not directing us to their terms, we request a refund of $1288. We are not confident in booking any trip with them.

  

  Business Response

  Date: 08/09/2024

  Hello ***** & *******,
  
  After reviewing your concerns, as a courtesy, we will be reducing the amount owed in the amount of $477.00 which is the initial cost of the insurance to reservation #RB104937. We are very sorry about the difficulties experienced however our terms and conditions were sent outlining the details regarding the non-refundable insurance when cancelling a trip.

  Customer Answer

  Date: 08/11/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  We are unable to travel at that time, thus, why we were requesting a refund. We are not comfortable using this company for any future travel as this is our first time visiting abroad. They did not disclose their terms and conditions at any time in conversation nor did they direct us to the terms and conditions. They also did not indicate we would be charged again for the change of date. We are requesting a refund of $810 which is the original deposit minus the trip insurance. Thank you.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ***** And *******

   

   

  

  Business Response

  Date: 08/26/2024

  Hello,

  Per your request, we have cancelled reservation #RB104937 and have processed a refund to the bank details provided (account ending in 5524) in the amount of $810.00. Please allow ***** business days for this amount to show on your account.

  We thank you for your valued business and support.
  
  Kind regards

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked an Amtrak Vacation, along with 6 others, and paid our deposit on 2/15/24. This trip includes lodging in ********* and a tour to *********************. On 5/17 we paid the balance of our trip. On 7/8 we get a call saying our tour to ******* was cancelled. I called the tour company to find out that the tour WAS NOT cancelled and they have no record of us ever being booked. The tour company said this happens a lot with Amtrak Vacations. The reason we wanted to go on this trip was specifically to go to *******. We tried booking another excursion to go to ******* but the cost for one that wasnt sold out was $900 dollars per person!! Amtrak Vacations offered to give us $200 towards another excursion but we couldnt find one. They refunded our excursion cost of $236 per couple. When they refunded mine and my husbands excursion they refunded half of it to our credit card and the other half to one of the couples (King and *****) that cancelled their trip the week before. Then they had the audacity to tell me we would have to work it out between us. What?!! Since when does a client/customer have to fix a mistake that a company makes? I called again today and they are finally refunding the other half of the excursion. Then when they sent me my voucher they reduced it by the trip insurance for all 4 people instead of just mine and my husbands. Again, having to make another call to get it fixed. We tried on every call to talk to a Supervisor or Manager. They told us over and over that there was no way we could talk to one. We have to send in an email. At this rate Im sure an email would sit in someones inbox without ever being read. They wanted to give us a voucher but after all of this we dont to trust them with our vacation. Weve requested to get our money back since it was neglect on their part but they refuse. People Ive spoken to at Amtrak Vacations are:******, ****** (3 times), ******** (2 times), ******* (2 times), and ******.

  

  Business Response

  Date: 08/02/2024

  Hello *******,
  After reviewing your concerns, we will be processing a refund to your credit cards in the amount of $1,697.62 ($848.81 to the card ending in 8998 and $848.81 to the card ending in 6701).  We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  We sincerely appreciate your patience with us as we worked to resolve this issue.
  Kind regards,

  Customer Answer

  Date: 08/06/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The full refund needs to go on credit card ending in 8998. Credit card ending in 6701 belongs to another couple who was originally traveling with us but canceled a week before due to health issues. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  

  Business Response

  Date: 08/09/2024

  Hello *******,
  
  We have been advised that a credit card charge back has been actioned on your behalf on Aug 2, 2024 and we will need to await the results. Once we have been informed of the outcome, we will be in touch with an update.

  Thank you

  Customer Answer

  Date: 08/12/2024

  Better Business Bureau: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 add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:07/29/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 15th we booked with Amtrak Vactions #****** for 7/16/24 on Amtrak for 4, to travel by rail/hotel and excursion. On 7/8 we got a call from them stating our excursion was cancelled. We called the excursion company, and they had no record of us ever even being booked. The tour company said they have been getting a bad wrap from Amtrak saying they cancelled with others. previous to our situation they had written Amtrak stating they have been having trouble with Amtrak. We did try to find another excursion but nothing was available this close to departure. Due to this being the point of the trip, we cancelled the whole trip on 7/9. After 7 calls to Amtrak over the course of 4 days (********, ****** 2x, ******, *******, ***** and ******) to resolve this issue they offered to give a us a voucher. We felt that due to their error, we should get our money back. We asked to speak to a supervisor but no one called us back. At this point we do not trust Amtrak and have no desire to travel with them.

  

  Business Response

  Date: 08/02/2024

  Hello *******,
  After reviewing your concerns, we will be processing a refund to your credit cards in the amount of $3,188.00 ($1,594.00 to the card ending in 5583 and $1,594.00 to the card ending in 3008).  We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  We sincerely appreciate your patience with us as we worked to resolve this issue.
  Kind regards,

  Customer Answer

  Date: 08/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 

  The investigator manager called me directly and we were able to resolve the issue.  He was very professional. kind and understanding.  I appreciate his efforts to make this right.  I believe he actually did this before even knowing we had contacted the BBB.  
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/15/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 1/28/20 we purchased a trip with Amtrak Vacations (Railbookers Group) for a trip beginning 5/7/20, also purchased trip insurance. The trip was cancelled by the provider due to Covid-19. Instead of a refund, we were issued a credit voucher. We attempted to rebook the trip twice, both times the agent advised that the trip was not available as of yet. Since then, both couples have experienced serious medical issues (both couples are in their mid 70's) including lung transplant, broken femur, heart problems, which make travelling impossible. We have attempted to obtain refund for the trip on several occasions and via several different personnel from Railbookers (including writing letters to *** ******, Chairman of the Board Travano, ************* several phone calls, emails) with no results. Most representatives state that they have advanced it up the chain, Letters to the *** and Chairman were dated 6/7/24, last email was sent 6/18/24. Several emails were sent prior to that date and letters were sent to the *********** 2/5/24. All correspondence has requested a refund for the trip. It should be noted that the trip insurance was purchased on 1/28/20 and we did not receive the actual policy or terms until it was emailed to us on 3/25/20.

  

  Business Response

  Date: 07/17/2024

  Dear *******,
  After reviewing your inquiry, we will be able to waive your future travel credit and refund a total of $9,396.04 ($4,698.02 to the card ending in 8720 and $4,698.02 to the card ending in 9969) which is the total amount, minus ************************* which is nonrefundable, back to the cards in ***** business days.
  Thank you again for bringing this to our attention, and we sincerely appreciate your patience with us as we worked to resolve this issue.
  Kind regards,

  Customer Answer

  Date: 07/17/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ***************************

• Initial Complaint

  Date:07/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Several months ago I called Yankee Leisure Group inquiring about a train trip from ******* to ******* then a cruise to ****** and a stay at ***************************The Denali cabin was booked to capacity. I said I would think about the trip and did not agree to anything.He asked for my cc card info saying only $1.00 would be charged for this visit on the phone.259.00 dollars and a ********* totalcharge was ********* made. No further communications, I called Amex they initially reversed all charges. I was told verbally that there was fraud. In writing I got my cc statement reflecting that. A week later I got a reversal in writing of that statement. Saying I am responsible for payment. Whenever I made plane or cruise reservations a confirmation by u.s. Mail fed ex email with itineraries schedule of meeting places and electronic or paper tickets. No reservation confirmations came to me if they did I would have contested the reservation.Now I have today filed a Complaint contesting w amex stating the above.The res * they left on a voice mail after saying my fraud credits were reversed is ****** for Aug 15th.I never made this amex new position is since the one dollar charge was made I gave consent.How come if I did I got no questions as to agreeing to a discussed itineraries no email confirmations no tickets no itinerary nothing except phone calls saying if I am a no show I forfeit the fees of which I never gave consent !Please help me Aug 15th is approaching Thank you Dr. ***************************

  

  Business Response

  Date: 07/09/2024

  Dear ******,
  
  After reviewing your concerns, we have cancelled reservation #****** and processed a refund to your credit card, ending in 4009, in the amount of $11,240.77 (full refund minus the non-refundable insurance). Please allow ***** business days for this amount to show on your account.
  We sincerely appreciate your patience with us as we worked to resolve this issue.
  
  Kind regards  

• Initial Complaint

  Date:06/30/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased package in May for trip.Breach of contract, agreed upon and paid for, transportation not provided.Logistics were dropped. Changed a hotel stay without rebooking location properly for shuttle tour, other locations shuttles discontinued.I am not paying twice for something that was included in the original price. I disputed partial charge for an adjustment on additional money paid for your mistakes. Since you denied that in your greed, you can just refund the entire amount for breach of contract.

  

  Business Response

  Date: 07/02/2024

  Hello ****,
  
  Thank you for the email. As s a courtesy, we have approved a refund of $250.00 to the card on file ending in 2205, due to your initial dissatisfaction regarding the lack of a shuttle provided at the *********************** as well as the inconvenience regarding the hotel change in ******. We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  Kind regards,

  Customer Answer

  Date: 07/02/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************

• Initial Complaint

  Date:06/21/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 26th 2024 I called whom I thought was Amtrack to make a reservation on the Auto Train for from *************** to ************* for date of travel on June 28th 2024. Information was taken over the phone with an agent. Amount of ticket was $1,171.00 charged to my credit card. I was asked if I wanted to purchase insurance and I declined, not being advised that I was booking through a 3rd party which has their own set of rules different from the rules of Amtrack which says they have reisk free cancellation and refunds up to 24 hours before departure. Since the time of purchase I developed a medical condition which will prevent me from travel in the near future. I called Amtrack reservations and that is when I found out I was booked through a 3rd party Railbrookers and would need to call them. After waiiting on the line to speak with someone for at least 45 minutes, and explainng to an agent I needed to cancel and wanted a refund to my credit card he explained that he could only issue a credit for future travel and that their rules would take a service charge off the amount based on how many days left until I travel. He said if I could have my Doctor send a note stating I could not travel in the near future they would see about issuing a credit to my credit card. The doctors note was sent within a few days to the email address the agent provided. I tried following up with emails for days asking for status with no response. I then went to my credit card company and filed a complaint with all of the above facts. Within a day after notifing my credit card company I received aan email from a supervisor at Railbrokers that they would send a credit to my credit card company byt only for $819.70 a difference of $351.30 of what I am owed. Amtrack and the 3rd party should have some responsibility to the customer to explain the difference whrn booking. I am asking for the additional $351.30 to be credited.

  

  Business Response

  Date: 06/24/2024

  Dear ******,
  After reviewing your concerns, we will be processing a refund to your credit card, ending in 7476, in the amount of $351.30. We are very sorry about the difficulties experienced. Please allow ***** business days for this amount to show on your account.
  We thank you for your valued business and support, and we look forward to having you travel with us again in the future.
  
  Kind regards

  Customer Answer

  Date: 06/24/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  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 #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
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