Altamont Commuter Express (ACE)

Review: On May 31st I placed a order for 4 ACE train tickets for June 29th leaving Tracy and going to Great America park. I purchased 4 tickets for $50each.The tickets were to be mailed out. I received a email confirmation from ACE with my total and Order #.I waited for my tickets, and I figured something wasn't right because it had been over 2 weeks and nothing from them. So yesterday June 24th I called ACE and inquired about the status of my tickets, she told me that they were sent June 3rd. I explained that I never received any tickets and if they can resend me new ones or give me a refund. She said that she was going to speak with her manager and call me back.When she called she said she had bad news and that ACE was not responsible for the lost or stolen tickets and they were not going to send me new ones or give me a refund for my $200.I asked to speak with the Manager and he wasn't much help he said the same thing she did. No customer service help at all with them.I even called them on time so they can have time to do something about it and possibly send me new tickets or copies or something. They did not do anything to assist me in this matter. Asked my dad for help so he called and asked them if they can please cancel the tickets in case they were stolen. He said they couldn't do that and that Great America is the one that issued the tickets so my dad asked for him to call Great America and do that for us. He said that he was going to call Great America and then call me directly the next day to let me know what was going on.I waited until 1pm today expecting his phone call and he never called. So I took matters into my own hands and I am here writing this.

Product_Or_Service: 4 ACE Train tickets

Order_Number: XXXXX

Desired Settlement: DesiredSettlementID: Refund

They should have better customer service skills and be more courteous.They are unprofessional and won't even keep their word and call back when they said they were.

Business

Response:

Consumer's Final Response

This is regarding my case against ACE train in Stockton, CA.

[redacted] the coordinator from ACE contacted me on July 16th and apologized for what occurred with my tickets.

She said she will send me new tickets at no cost to make up for our issue with the last ones that were never received.

Thanks,