Ideal Systems

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because:Vanessa, appreciate the apology but we are not in kinder garden and that is NOT enoughThis was not my only trip I smelled burning fumesIt happened on at least of your trainsAs for the refund, you have already promised me a FULL refund, however your agents told me it has to be mailed by check and it can take 2-weeks to receiveI am traveling on tour right now and won't be in a place over a week until the end of JanuaryYou can find the notes under this case ID [redacted] If you are now refusing to refund me because of my complaint, I will seek legal action against Amtrak as I rightfully should do regardlessYou speak about customer satisfaction and expectations, well this is your chance to step up to the plate and eat your wordsRegards, [redacted] "Hell Hath No Fury like a [redacted] Off Consumer"

From: H***, Vanessa *< [redacted] @amtrak.com>Date: Mon, Aug 28, at 8:AMSubject: *** - your id # [redacted] To: [redacted] < [redacted] @myRevdex.com.org>FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H***, Vanessa * Sent: Monday, August 28, 8:AMTo: ' [redacted] @***.com' < [redacted] @***.com>Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comThank you for contacting us regarding the loss of your carbaggage While we can certainly sympathize with your frustration and desire for restitution, Amtrak does not accept liability for items that are not placed in our checked baggage service We hope that you will understand that as passengers do not register caritems with Amtrak, we cannot be held liable for such items Even if you have received assistance loading it on or unloading it off a train or bus, Amtrak disclaims liability for carbaggageAs information, we have found, however, that under certain circumstances, those who carry homeowners' or renters' insurance may be covered for such losses under their policies We suggest that if you have this type of policy, you contact your company agentOnce again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com |

From: H***, Vanessa * < [redacted] @amtrak.com>Date: Fri, Aug 25, at 1:PMFrom: H***, Vanessa * Sent: Friday, August 25, 1:PMTo: ' [redacted] @***.com' < [redacted] @***.com>Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe appreciate your information about the bus service you experienced Amtrak does not own any buses, but contracts with bus companies in order to provide connections for our customers to specific areas where train service is temporarily or permanently not available These companies contract to provide clean, safe, comfortable buses that are in good repair and treat our customers with courtesy and respect They also agree to meet schedule requirements to maintain connections to trains at specified points When the agreed-upon conditions are not met, Amtrak will contact the company in question to reestablish standards of service that are required to meet our contracted agreement Your comments have been forwarded to the responsible management for their review and handlingIt is not Amtrak’s policy to provide compensation in these types of cases Therefore, we must respectfully decline to honor your reimbursement request Once again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com |

Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comWe apologize that you are unhappy with the Transportation Voucher and refund provided Your request for additional compensation has been reviewed, again We truly regret that in cases such as yours we do not offer further compensation of any kind Your understanding is appreciated While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstancesSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear MrE***: We are in receipt of correspondence written on your behalf from the Revdex.comI was sorry to learn that you think you are a victim of fraud Please accept my sincere apologies After speaking with representatives from Amtrak’s Credit Sales Department, I have been advised that we cannot launch an investigation without a reservation number or credit card number We cannot locate information with just your name We need travel dates and destinationsIf you care to, you may forward your information to my attention at : [redacted] ***I look forward to your replySincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution will be satisfactory to me upon receiving the credit amount they disclosed Regards, [redacted] ***

[redacted] ***SAN DIEGO, CA *** Dear [redacted] **: We are in receipt of correspondence written on your behalf from the Revdex.comIt is unfortunate that your bike was stolen while traveling with Amtrak Amtrak does not accept liability for caritems However, due to the circumstances surrounding your loss, we are accepting your claim under the policies and procedures for our checked baggage service where our maximum liability is $ In view of this, a check in the amount of $has been authorized and will be sent to you under separate cover You will receive it within a few weeks This adjustment is full and final settlement of your claim for loss of your personal propertyAs a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $ The Certificate must be redeemed on or before August 27, and is not transferable I hope you will use it toward your next Amtrak ticket purchase To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.m Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations Once again, thank you for contacting us We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needsSincerely, Vanessa S*Customer Relations Specialist Case #: [redacted] Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

From: S***, Vanessa Sent: Wednesday, October 28, 1:PMTo: ' [redacted] @***.com'Subject: Amtrak Response Dear [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comBefore I can assist you with your case, I will need further clarification Can you please explain who gave you an advertised price with a discount? Did you see the price on our website? I look forward to your replySincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: H***, Vanessa J< [redacted] @amtrak.com>Date: Sat, Sep 30, at 6:PMSubject: Burns - [redacted] To: [redacted] < [redacted] @myRevdex.com.org>FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com | Office: ###-###-#### | ATS: [redacted] From: H***, Vanessa J Sent: Saturday, September 30, 6:PMTo: ' [redacted] @***.com' < [redacted] @***.com>Subject: Amtrak Response Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.com Please accept my apologies for the delay in responding back to youI am sorry for the delays you encountered when traveling with us in July While we make every effort to deliver our passengers to their destinations on time, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business Please accept my most sincere apologies for your inconvenience Please also accept our apologies for the problems you experienced with environmental odors and cleanliness issues Amtrak's first priority is to provide safe, clean, reliable and efficient transportation We have concentrated our efforts on expediting repairs to equipment, rails and rights of way Our progress thus far includes major overhauls of sleepers, coaches, locomotives and track We are committed to bringing our equipment and services to the level of comfort that our passengers have come to expect and will continue to work toward that goal Your comments are appreciated and have been shared with train managers for consideration As much as we regret the inconvenience to you, Amtrak does not provide compensation of out of pocket expenses In addition, we do not assume liability for the plans and commitments of our passengersPlease forgive us for causing you both dismay and inconvenience on this occasionWe would not want an unsatisfactory experience to be your last impression of our service and would like to win back your confidence and support Therefore, we have authorized a Transportation Voucher in the amount of $ The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices Transportation Vouchers are valid for one time use Any remaining unused value will be forfeited upon redemption The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable An email confirmation will be sent to: [redacted] @***.com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Once again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I feel the business has not done anything to try and solve this problemThis is not the first time this has happenedThe customer service was questionableThe person I spoke to did not know what she was doing as well as there was advertisement on their websiteIt not only affected me but many other people as well Regards, [redacted]

Sent: Tuesday, April 19, 1:PMTo: ' [redacted] ' < [redacted] >Subject: Amtrak Response Dear Ms [redacted] : We are in receipt of correspondence written on your behalf from the Revdex.comI have been in touch with our station managers regarding your unfortunate experience at our Chicago Station when you traveled with us on April On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you Our station employees strive to make our customers' travel comfortable and enjoyable, and I am sorry that we failed in this instance We train our employees to treat our customers with courtesy and respect, and we take these situations very seriously Please be assured that our managers have reviewed and addressed appropriately Amtrak does not offer compensation in these types of cases Therefore, we must respectfully decline to honor your request for compensationCustomer comments play an important role in how we offer our service, and I appreciate you taking the time to write to us We hope to have the privilege of serving you in the near future Sincerely, Vanessa SCustomer Relations SpecialistAmtrak Office of Customer Relations [redacted] | Washington, DC

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I am so disappointed with the service that Amtrak is currently providing and so will not be planning to use Amtrak for any future travel plans ever again Therefore the voucher of $has no use to me Amtrak has been delayed numerous times when I have traveled using it This is the first time I have voiced my concerns about the service Before that I had been a long term customer Again the voucher has no use I am not truly being compensated for anything Regards, [redacted]

Thank you for your correspondence on behalf of Mr [redacted] ***We are so very sorry that Mr [redacted] has not received his refunds However, on November 8, 2016, two refunds were authorized to two [redacted] accounts that were used for purchase of Mr***’s reservations A refund in the amount of $was issued to a [redacted] account ending in *** Also, a refund in the amount of $was issued to a [redacted] account ending in *** It normally takes to business days before refunds are received by banks and posted to a customer’s account We hope that Mr [redacted] has received his refunds by now and we regret any inconvenience caused In addition to our apologies, I have authorized a Transportation Voucher in the amount of $ The Transportation Voucher is being held electronically and can be redeemed on Amtrak.com, by calling 1-800-USA-RAIL, and at station ticket offices The Transportation Voucher is valid until November 27, 2017, but it is not transferable An email confirmation will be sent to: [redacted] , which includes the Transportation Voucher number of [redacted] , amount, expiration date and additional redemption information We hope that Mr [redacted] will accept our apologies and the Voucher and use it toward his next ticket purchase Once again, thank you for contacting us We value and appreciate Mr***’s patronage and patience and hope that we will have the privilege of serving him again Sincerely, Carolyn AG [redacted] Supervisor Customer Relations

We have worked closely with the passenger to rectify any issuesPassenger was charged the correct fare, however, passenger boarded the wrong train [redacted] considers this matter resolved as the passenger is not due any more compensation

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because:I was told by Amtrak that I would not receive anything for my loss bagI will NEVER in my life ride with Amtrak and I will STOP everyone I know from ridingFrom the disrespect to the poor customer service Regards, [redacted] ***

Dear [redacted] : We are in receipt of correspondence written in your behalf of the Revdex.comDue to the change in Amtrak’s Refund Policy, I cannot offer you a refund However, as a one-time courtesy, I am holding on file for you and [redacted] a Transportation Certificate in the amount of $each The Certificates must be redeemed on or before December 17, and are not transferable We hope you will use them toward your next Amtrak ticket purchase To redeem the Certificates, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.m Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations Once again, thank you for writing We look forward to the privilege of serving you again in the futureSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe are sorry to read that you became ill during your trip, and that you believe that the food consumed aboard the train was at least partially responsible All aspects of food handling, including its production, delivery, and preparation are checked regularly by our Quality Assurance staff and FDA officials These public health professionals check sanitation, shelf life, and compliance with specifications for food products at the vendor and commissaries, as well as on board the trains Once again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: [redacted] @amtrak.com |

Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWe are disappointed to hear that you were not able to travel with us Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us If a passenger does not cancel their reservation, the fare is forfeited and a refund or voucher will not be issued Due to this, we must respectfully decline your request for a refund We apologize for the inconvenience that this has causedOnce again, thank you for writing We value your patronageSincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer Relations [redacted] ***Email: [redacted] *

Dear Mr***: We are in receipt of correspondence written on your behalf from the Revdex.comI apologize that you are unhappy with the Transportation Voucher provided as a token of our regrets for your inconvenience I have reviewed your request for a credit of your Guest Rewards points and truly regret that in cases such as yours, we do not credit rewards points While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstancesSincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations [redacted] Avenue, N.E| Washington, DC

Dear [redacted] ***: We are in receipt of correspondence written on your behalf from the Revdex.comWith regard to your concerns about traveling with your service animal on board Auto Train, Amtrak’s policy requires passengers to care for their own service animals, which is consistent with ADA rules If there are unique circumstances where a passenger is unable to do so and is not traveling with a companion who can care for the animal, a passenger should let Amtrak staff know what accommodations are needed in advance of travel These cases are addressed on a case by case basis Amtrak does not offer refunds in these types of cases, and we would very much like to have the opportunity to serve you again under better circumstance Therefore, we are still holding on file for you a Transportation Certificate in the amount of $ As previously stated, the Certificate must be redeemed on or before November 22, and is not transferable I hope you will use it toward your next Amtrak ticket purchase To redeem the Certificate, please call 1-800-USA-RAIL, make a reservation, and then ask to speak with Customer Relations Our Customer Relations Representatives are available Monday through Friday, except holidays, between the hours of a.mand p.m Please note that your Certificate is being held electronically and can only be redeemed by calling Customer Relations Once again, thank you for writing While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstancesSincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC