Hediger Chiropractic Clinic

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID *** Assuming the refund is received as promised, I find that this resolution is satisfactory
Sincerely,
*** ***

We regret to hear of the service failure *** experienced when booking tickets on our website. *** booked online and her order went on hold with a message to call usShe was advised that the fare requested was not available for tickets and she would need to pay $more
for the train tickets. She did not feel this was fair since there was a charge on her credit card for the original priceRail Europe is the North American distributor for European rail tickets, so when tickets are requested online, the tickets are confirmed with the European rail carrier directlyThey are taking orders worldwide and when availability is low sometimes one ticket is available but customers are requesting more than one ticketThis is why the order went on hold instead of confirming tickets. I regret that we were unable to confirm tickets at the lower fare*** decided to cancel our order and we are disappointed we did not meet her needs. She was able to purchase tickets on another website*** was advised that the soft hold on her credit card will be removed in 1-daysShe was not concerned with this aspect but was concerned with the service she received from us. I assured *** this is not our service and I will look into her complaints in order to make sure our processes are working as they should

We are sorry that they had to purchase new ticketsThe way the tickets are issued is indicated in the first step of the check out process online. The tickets from Frankfurt to Paris were available only as paper ticketsThe tickets from Hamburg to Frankfurt were available as print at the
station tickets and paper tickets. The customer selected the paper ticket option on these probably because the first tickets were being sent to the shipping address entered during the online purchase. This information must be selected before continuing with the online purchase and is not hiddenWe show the tickets were purchased and shipped on September *** and delivered by *** on September *** to the address provided onlineThe customer received *** tracking information by email on September * once the tickets were picked up by *** at our office. The fares selected by the customer were semi flexible fares. The aftersales conditions are provided at the time of purchase and on the confirmation email received. The tickets needed to be cancelled before the train departure date in order to receive any refundAfter the train departure, the tickets are nonrefundable. The aftersales conditions are set by Deutsche Bahn and not Rail EuropeWe are sorry we are unable to provide a refund. Deutsche Bahn will not allow an exception as the seats were not cancelled and could not be resold. They replied that there are flexible fares available for purchase at a higher cost which is why they do not make exceptions to the aftersales policies. Rail Europe has already paid DB for the tickets purchased through our website, which is why Rail Europe is unable to provide a refund for the tickets

Thank you for booking with Rail Europe. We are here to assist you. I understand you cancelled your tickets after purchasing online. A refund was provided per the aftersales conditions on the tickets. Once the order is invoiced the aftersales conditions apply....

Regrettably, Trenitalia does not allow exceptions to their policy even when cancelling within 24 hours.  A refund for $338.72 was processed to the original form of payment. Please allow 5-10 business days for the credit to appear on your account.

Thank you for contacting Rail Europe. We were sorry to hear the customer was unhappy with the refund he received when canceling his booking. The outbound and return tickets were booked in separate orders so we would not have any way to know the return ticket was not being accepted. If both...

tickets were selected in the same order we could have cancelled all tickets when the return tickets were not accepted. The aftersales conditions on the tickets that were issued are provided to us by the European rail carriers. Rail Europe neither owns or operates the train companies and must abide by the aftersales conditions on the tickets. We were happy to refund our administrative fee charged for refunds and have contacted the customer to advise. Regrettably, the $14 carrier penalty is not something we are able to waive and SNCF will not make exceptions.  We strive for excellent customer service and hope the customer will consider using our services in the future.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and having now received the refund as per their email response on on May [redacted], 2016, 3:04 PM, I find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

What Rail Europe contends is simply false. I actually sent them an e-mail three days before I left for Europe, because I was dissatisfied with the phone response that I could not receive a refund, and only received their e-mail response when I was already in Europe. Rail Europe is fabricating this story that they would have provided a refund if I had contacted them, as well as the fact that I only contacted them when I was in Europe, when they obviously had to respond to my first complaint to even make a response.Here is the first message I sent them:"I'm very upset about how this order was handled. Long story short, your website defaulted to selling me a Swiss Flexi Pass instead of a regular Swiss Pass because of my inputs. I only discovered this issue when I received my ticket and looked online for details about it. I called your [redacted] number and your representative gave an excuse that because of the promotion code attached, he would not be able to refund me the ticket. However, that code is applicable to both the Swiss Pass and Swiss Flexi Pass, so this reasoning is irrelevant. I am asking that you kindly refund me the difference between the Swiss Pass and Swiss Flexi Pass. It is only because I indicated that my travel is for a total of eight days in Switzerland that your website assumed I needed the Flexi Pass for non-consecutive days of rail travel. Please do me this courtesy. I have already spent hundreds of dollars on purchasing tickets from you, even separate rail reservations which are almost twice as expensive as purchasing directly from the railway company." Furthermore, they have on numerous occasions failed to respond to the fact that their bus seat reservation from Lugano to Tirano did not even guarantee me the seat they supposedly booked for me, instead they continue to focus only on the Swiss Pass issue. As I pointed out, they booked me a seat that did not even exist on the bus!  
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Dear [redacted],Thank you for your feedback. I wish there was a way to get a refund for the nonrefundable tickets. We have requested a refund from SNCF and were denied. in this case there were fully refundable tickets available which is why they denied the refund request. Rail Europe is unable to provide a refund unless it is approved by the rail company and Rail Europe can get your money refunded. I regret that we are unable to provide a refund for nonrefundable tickets.

Thank you for contacting Rail Europe. We are sorry there was some confusion regarding the refund for tickets purchased from LaRochelle to Paris roundtrip. It seems the after sales conditions that we were showing were different than the after sales printed on the customer's...

invoice. Once we understood the problem, Rail Europe processed the refund as printed on the customer's invoice. We apologize for any confusion or frustration to our customer.

We are sorry to hear that [redacted] was unable to retrieve his eticket at Paris Montparnasse station. He has the correct PNR code to retrieve the ticket and should have not had a problem. I wish the customer would have contacted [redacted] to advise there was a problem with the ticket. We will...

offer a full refund to the customer and contact SNCF to find out why they could not assist him to print the ticket with the valid confirmation code. We have 60 days to contact the European rail carriers when there is a problem, so it is important that customers let us know as soon as possible if there is a problem. A refund in the amount of 137.95 has been issued to the original form of payment. We will also contact our customer to advise of the refund.

We regret that the original pass selected online was not the promotional pass [redacted] wanted. We offer both the Swiss Travel Pass and Swiss Travel Pass Free Day Promo as the aftersales conditions are different for the passes. The promotional passes are nonrefundable and...

nonexchangeable. The Swiss Travel Pass is 85% refundable when received prior to the first day of validity. Customers can select which pass best suits their needs. We take all feedback and complaints seriously. We have processed a refund for the additional charges incurred when the pass was exchanged for the correct promotional pass.  We strive for excellent customer service. Please do not hesitate to contact me if you have further questions. Tell us why here...

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Rejecting this response.  No refund was issued.  Let me be clear, I am requesting a refund from RailEurope.com (the 3rd party company where I purchased the tickets) not SNCF.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

Thank you for contacting Rail Europe. I am sorry the customer was unable to book reservations for the train he needed.  I have been in contact with [redacted] to listen and resolve all of the problems he had since purchasing his rail pass. I am following up with...

him to ensure he receives the full amount of the refund. After contacting me I verified the refund had been processed in 2 separate transactions. The refund of $474.30 was posted to his account as a credit but the additional amount of $83.70 was not processed as it appeared on my system. Our accounting department processed a manual credit for the balance to ensure it went through. I will follow up with [redacted] until he can see the credit on his account. I apologize that this has taken so long to receive.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. The situation has not yet been fully resolved, but I anticipate it will be shortly.I would like to emphasize for any potential Rail Europe customers who may read this that apart from the upper management of Rail Europe, my experience from trying to book travel through trying to obtain my refund with this company was entirely unsatisfactory. The response I see above indicating I was not able to make my reservations is not entirely true. I would have been able to make my reservations, and avoided a lot of unnecessary difficulty if I had not gone through this company.
Sincerely,
[redacted]

We are sorry to hear [redacted] was unable to print her tickets at the train station. We reviewed her claim with the rail carrier, Trenitalia and requested approval to refund the tickets due to the problem she had at the station. We are happy to advise a...

refund was approved this week and has been processed for the full amount of the tickets. We have just contacted the customer to advise the refund details.