I am writing in response to complaint filled by [redacted] on 3/24/The Sacramento River Train did enter into a contract with the [redacted] on January 26, for a Wild West Excursion to take place on February 11, During early discussions with the group leader, [redacted] , we did have a Great Train Robbery scheduled for February The Great Train Robbery experience does include a picnic off the train as well as Western skit by an acting groupOn January 11, we changed the event from a Great Train Robbery to a Wild West Excursion instead offers a 'Western Show' on-board the trainIt was communicated to Ms [redacted] on January that the meal and Western activities would now be on board the train instead of de-boarding in bad weatherMs [redacted] states that she was expecting a "Great Train Robbery" but, as the contract clearly states, they contracted for a Wild West Excursion which is a different experience.After the event, we were contacted by Ms [redacted] who expressed her disappointment stating they did not see a show as promisedWe do concede that the actors did not perform a full show as we expected but a less involved historical education experienceWe apologized and refunded the group a total of $210, the equivalent of $per guestWith this refund, it brought the total they paid to $per adult and $per childThis is significantly discounted from $per adult and $per child that equivalent tickets normally cost on the Wild West ExcursionSo with the refund, they received a 25% discount per adult ticket and a 35% discount per child ticket, which is significantWe felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion, which is our 2-hour train ride that does not include a showThis experience costs $for an adult and $per child for equivalent tickets.During the entire booking process, our only communication was with Ms [redacted] We never had any communication with Ms***The first time we became aware of Ms [redacted] was when she posted a negative review on Yelp.comWe did respond, asking her to contact us directly and provided her with our contact number as we did not have any way to contact her directlyWe have not received a call from Ms***.Sincerely, [redacted] ***Vice President of Operations
I am rejecting this response because: We can go around and around about how much tickets cost for each different experience Sacramento River Train offers, but the fact is the contract states we paid for the Wild West Excursion: “TRIP DESCRIPTION/DETAILS: All Aboard! Get a taste for the Wild West while rolling along the rails! Enjoy this leisurely two-hour trip along the Old River Road while interacting with outlaws, the sheriff and his companions every Saturday afternoon from February through AprilEach ticket includes a two-hour train ride and an on board Western show. Meals may be pre-purchased as part of group package“ Had there been a show, I would not be angry. We signed up for a train ride, a show and lunchThere was no show of any kind; we did not get what we paid for. The show was the selling point for our entire group; that is why we want a refund. I think we would be justified in asking for a full refundSacramento River Train gave us a $per person refund. *** said they, “felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion”. We did not book the River Train Excursion, we booked the Wild West Excursion*** said, “We do concede that the actors did not perform a full show as we expected but a less involved historical education experience.” That is not true, I was there. There were three men dressed in western wear, the only involvement they had with our group was to say “Hi, how are you doing?”. They stood around and looked out the window most of the time. I approached the man dressed as the sheriff to ask when the show was going to happen, he said they had been told not to pull their guns because of the children on board. I told him the kids were expecting to see a train robbery with guns, he said that we were on the Wild West Experience, not the Train Robbery Experience. (Ok…but where’s the SHOW?) There was no show, no educational experience, no interaction. After the train ride, we went back over the emails and contract. *** had been working with *** *** at the Sacramento River Train since last fall trying to book the Great Train Robbery Excursion for our Cub Scout group prior to our February 11th rideThey had made many changes along the way, one of which was switching us from the Great Train Robbery Excursion to the Wild West Excursion. The price changed several times as well, however it only went up, not down even though the Wild West Excursion tickets are less than the Great Train Robbery tickets. *** went back & forth with *** multiple times after our ride as we were not happy. *** said, “It was a new troupe for the Wild West Show and we've heard from several folks now that it was not as advertisedWe are meeting with them this week to clarify what is expected of them so this won't happen again.” Clearly, we were not the only dissatisfied customers on that train rideI took over for ***, just like *** seems to have taken over for ***. I am one of the unhappy customers from the Cub Scout group. They have *** & *** email addresses from the groupI am willing to provide my email address however, I am not going to call them as I believe everything should be in writing at this pointI don’t think they really want every person in the group calling and posting negative comments on Yelp
I am writing in response to complaint 12057142 filled by [redacted] on 3/24/2017. The Sacramento River Train did enter into a contract with the [redacted] 1 on January 26, 2017 for a Wild West Excursion to take place on February 11, 2017. During early discussions with the group leader,...
[redacted], we did have a Great Train Robbery scheduled for February 11. The Great Train Robbery experience does include a picnic off the train as well as Western skit by an acting group. On January 11, 2017 we changed the event from a Great Train Robbery to a Wild West Excursion instead offers a 'Western Show' on-board the train. It was communicated to Ms. [redacted] on January 11 that the meal and Western activities would now be on board the train instead of de-boarding in bad weather. Ms. [redacted] states that she was expecting a "Great Train Robbery" but, as the contract clearly states, they contracted for a Wild West Excursion which is a different experience.After the event, we were contacted by Ms. [redacted] who expressed her disappointment stating they did not see a show as promised. We do concede that the actors did not perform a full show as we expected but a less involved historical education experience. We apologized and refunded the group a total of $210, the equivalent of $5 per guest. With this refund, it brought the total they paid to $60 per adult and $45 per child. This is significantly discounted from $80 per adult and $70 per child that equivalent tickets normally cost on the Wild West Excursion. So with the refund, they received a 25% discount per adult ticket and a 35% discount per child ticket, which is significant. We felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion, which is our 2-hour train ride that does not include a show. This experience costs $75 for an adult and $65 per child for equivalent tickets.During the entire booking process, our only communication was with Ms. [redacted]. We never had any communication with Ms. [redacted]. The first time we became aware of Ms. [redacted] was when she posted a negative review on Yelp.com. We did respond, asking her to contact us directly and provided her with our contact number as we did not have any way to contact her directly. We have not received a call from Ms. [redacted].Sincerely,[redacted]Vice President of Operations
I am writing in response to complaint filled by [redacted] on 3/24/The Sacramento River Train did enter into a contract with the [redacted] on January 26, for a Wild West Excursion to take place on February 11, During early discussions with the group leader, [redacted] , we did have a Great Train Robbery scheduled for February The Great Train Robbery experience does include a picnic off the train as well as Western skit by an acting groupOn January 11, we changed the event from a Great Train Robbery to a Wild West Excursion instead offers a 'Western Show' on-board the trainIt was communicated to Ms [redacted] on January that the meal and Western activities would now be on board the train instead of de-boarding in bad weatherMs [redacted] states that she was expecting a "Great Train Robbery" but, as the contract clearly states, they contracted for a Wild West Excursion which is a different experience.After the event, we were contacted by Ms [redacted] who expressed her disappointment stating they did not see a show as promisedWe do concede that the actors did not perform a full show as we expected but a less involved historical education experienceWe apologized and refunded the group a total of $210, the equivalent of $per guestWith this refund, it brought the total they paid to $per adult and $per childThis is significantly discounted from $per adult and $per child that equivalent tickets normally cost on the Wild West ExcursionSo with the refund, they received a 25% discount per adult ticket and a 35% discount per child ticket, which is significantWe felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion, which is our 2-hour train ride that does not include a showThis experience costs $for an adult and $per child for equivalent tickets.During the entire booking process, our only communication was with Ms [redacted] We never had any communication with Ms***The first time we became aware of Ms [redacted] was when she posted a negative review on Yelp.comWe did respond, asking her to contact us directly and provided her with our contact number as we did not have any way to contact her directlyWe have not received a call from Ms***.Sincerely, [redacted] ***Vice President of Operations
I am rejecting this response because: We can go around and around about how much tickets cost for each different experience Sacramento River Train offers, but the fact is the contract states we paid for the Wild West Excursion: “TRIP DESCRIPTION/DETAILS: All Aboard! Get a taste for the Wild West while rolling along the rails! Enjoy this leisurely two-hour trip along the Old River Road while interacting with outlaws, the sheriff and his companions every Saturday afternoon from February through AprilEach ticket includes a two-hour train ride and an on board Western show. Meals may be pre-purchased as part of group package“ Had there been a show, I would not be angry. We signed up for a train ride, a show and lunchThere was no show of any kind; we did not get what we paid for. The show was the selling point for our entire group; that is why we want a refund. I think we would be justified in asking for a full refundSacramento River Train gave us a $per person refund. *** said they, “felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion”. We did not book the River Train Excursion, we booked the Wild West Excursion*** said, “We do concede that the actors did not perform a full show as we expected but a less involved historical education experience.” That is not true, I was there. There were three men dressed in western wear, the only involvement they had with our group was to say “Hi, how are you doing?”. They stood around and looked out the window most of the time. I approached the man dressed as the sheriff to ask when the show was going to happen, he said they had been told not to pull their guns because of the children on board. I told him the kids were expecting to see a train robbery with guns, he said that we were on the Wild West Experience, not the Train Robbery Experience. (Ok…but where’s the SHOW?) There was no show, no educational experience, no interaction. After the train ride, we went back over the emails and contract. *** had been working with *** *** at the Sacramento River Train since last fall trying to book the Great Train Robbery Excursion for our Cub Scout group prior to our February 11th rideThey had made many changes along the way, one of which was switching us from the Great Train Robbery Excursion to the Wild West Excursion. The price changed several times as well, however it only went up, not down even though the Wild West Excursion tickets are less than the Great Train Robbery tickets. *** went back & forth with *** multiple times after our ride as we were not happy. *** said, “It was a new troupe for the Wild West Show and we've heard from several folks now that it was not as advertisedWe are meeting with them this week to clarify what is expected of them so this won't happen again.” Clearly, we were not the only dissatisfied customers on that train rideI took over for ***, just like *** seems to have taken over for ***. I am one of the unhappy customers from the Cub Scout group. They have *** & *** email addresses from the groupI am willing to provide my email address however, I am not going to call them as I believe everything should be in writing at this pointI don’t think they really want every person in the group calling and posting negative comments on Yelp
I am writing in response to complaint 12057142 filled by [redacted] on 3/24/2017. The Sacramento River Train did enter into a contract with the [redacted] 1 on January 26, 2017 for a Wild West Excursion to take place on February 11, 2017. During early discussions with the group leader,...
[redacted], we did have a Great Train Robbery scheduled for February 11. The Great Train Robbery experience does include a picnic off the train as well as Western skit by an acting group. On January 11, 2017 we changed the event from a Great Train Robbery to a Wild West Excursion instead offers a 'Western Show' on-board the train. It was communicated to Ms. [redacted] on January 11 that the meal and Western activities would now be on board the train instead of de-boarding in bad weather. Ms. [redacted] states that she was expecting a "Great Train Robbery" but, as the contract clearly states, they contracted for a Wild West Excursion which is a different experience.After the event, we were contacted by Ms. [redacted] who expressed her disappointment stating they did not see a show as promised. We do concede that the actors did not perform a full show as we expected but a less involved historical education experience. We apologized and refunded the group a total of $210, the equivalent of $5 per guest. With this refund, it brought the total they paid to $60 per adult and $45 per child. This is significantly discounted from $80 per adult and $70 per child that equivalent tickets normally cost on the Wild West Excursion. So with the refund, they received a 25% discount per adult ticket and a 35% discount per child ticket, which is significant. We felt justified in this refund as they were paying less than what it costs to ride our River Train Excursion, which is our 2-hour train ride that does not include a show. This experience costs $75 for an adult and $65 per child for equivalent tickets.During the entire booking process, our only communication was with Ms. [redacted]. We never had any communication with Ms. [redacted]. The first time we became aware of Ms. [redacted] was when she posted a negative review on Yelp.com. We did respond, asking her to contact us directly and provided her with our contact number as we did not have any way to contact her directly. We have not received a call from Ms. [redacted].Sincerely,[redacted]Vice President of Operations