Ideal Systems

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. I would to assist you with your case, but I am having trouble finding your reservation in our computer files Could you kindly provide me with your reservation number and/or
travel date? I look forward to your reply. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: H***, Vanessa J Sent: Thursday, March 16, 9:AMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: Your communication to the Revdex.com has been forwarded to this office for a response. I
was sorry to learn about the miscommunication you received regarding alternate transportation when you traveled with us recently. Please accept my apologies for your inconvenience. After a review of your case, I noted that after speaking with one of our customer relations representatives, you were provided with a Transportation Voucher in the amount of $as compensation for your inconvenience. I hope that you will use it toward the purchase of your next Amtrak ticket purchase. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com |

Vanessa provided no offer of reconcilation; she simply stated that she wishes I understand her "position in this matter." It is wrong to lie and state that an individual was on a train that they simply could not have been on; it is wrong to not refund that customer's money for a service that was never provided (*** provided that service); it is wrong to not communicate to your customers that your train is hours delayed because your employed conductor struck a human being on the railroad tracks; it is wrong to show no empathy or "above and beyond" mentality when handling customer service issuesThis dictates the character of Amtrak as an organization and Amtrak needs to make things right
Complaint: ***
I am rejecting this response because:
Regards,
*** ***

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Answered]
This is unacceptable by meToday I will be calling lawyers to file a suit against AmtrakI told them I would never use their services ever again because of the issuesMy kids ended up getring sick most likely from breathing in human waist that was coming from the backed up restroomThe only acceptable way to solve this issue is a full refund any thing less we can go to court and have a jury figure outIts not right that my kids got sick from your trainsIt's also not right that my wife and kids sat pn the train when stopped in D.Cfor over hrs before anyone woke them up to get off the trainSo that whole time they were breathing in bodily waistThat is something thay can cause Mars and other problemsAs I said I will be calling lawyers today
Complaint: ***
I am rejecting this response because:
Regards,
Patrick Bower

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read about the problems you experienced with regard to the difference in fares you had to pay when upgrading to first class during your trip
There is no penalty charged when customers have to exchange tickets Amtrak, similar to airlines, uses a pricing system that allows fare reductions based upon availability when tickets are purchased in advance The fares can vary depending upon the train, date, and how many seats or accommodations have already been sold on a particular train at a given point in time Under this system, there are several possible fares from one point to another The deepest discounts are offered first and the remaining discounts continue until all are sold out When you had to make changes to your reservation, the agent correctly offered you the best available fare I apologize that a lower fare was not available. Amtrak does not offer refunds in these cases Therefore, we must respectfully decline to issue a refund as you have requested. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S***

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us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered]
Complaint: ***
I am rejecting this response because: ***'s Representative did not provide any documentation to the Revdex.com to support their statementI would like for ***' Representative to provide proof of the statementAs a Business that provides a service to a person with disabilities, ***'s Representative will have to comply with the American Disabilities ActSo there aren't any lawsuitsThat way everyone is on the same pageI am requesting that ***'s Representative provide documentation to support their statementYou can't just say anything, You will have to provide proof
e
Regards,
*** ***

From: S***, Vanessa Sent: Friday, August 07, 4:PMTo: '***@***.COM'Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to read about the difficulties you had with
obtaining a refund for your ticket Amtrak requires passengers to cancel their reservation prior to the train departure time if they are unable to travel with us Please accept my apologies for your inconvenience. Due 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 a Transportation Certificate in the amount of $ The Certificate must be redeemed on or before August 6, and is not transferable We 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 We look forward to the privilege of serving you again in the future. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

[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.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

S***, VanessaFeb (days ago)to me FYI Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-#### From: S***, Vanessa Sent: Monday, February 22, 3:PMTo:
'***' Subject: Amtrak Response Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read that you did not receive enough information regarding leaving the platform while a train is dwelling at a station In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result When trains are dwelling at a station unless otherwise communicated, passengers should remain next to the train, prepared to reboard at a moment’s notice upon hearing the locomotive horn or an “All Aboard” announcement from an Amtrak employee. I have been in touch with our managers regarding your unfortunate experience On behalf of Amtrak, I would like to offer our sincere apologies for the service you received and any inconvenience caused to you Our 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 refunds in these types of cases Therefore, I must respectfully decline your request for a refund We 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, upon creation of this correspondence, 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 The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable An email confirmation has been sent to this email address: ***, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. I was sorry to read about the difficulties you experienced with environmental issues while traveling with us Please accept my sincere apologies for your inconvenience Amtrak’s first priority is to provide safe, 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 you have come to expect, and will continue to work toward this goal. It was also disturbing to read about the unacceptable service you received We are working hard to improve the level of customer service that we deliver to each of our passengers and regret that we did not meet your expectations Our employees are expected to provide the best assistance possible and to perform their duties in a professional manner Your letter has been forwarded to the responsible management for review and handling. Amtrak welcomes feedback from our customers; however, we do not offer refunds in these types of cases. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Ms*** made a reservation on November for her and *** *** to travel on November 26, between Chicago and Dallas. The cost of this reservation was $228.00. Our records indicate that the reservation was not cancelled. We are so very sorry that Ms
*** was not aware of our cancelation policy. Amtrak offers our customers a number a fare options, each with specific booking and cancelation restrictions. This information is available on Amtrak.com or by asking a reservation or station agent. Electronic travel documents also include cancelation requirements, along with a link to additional details on our refund/exchange policy at Amtrak.com/refund. Because Ms***’s reservation was not canceled by the designated time period prior to the scheduled departure time, the fare was forfeited. In situations such as this, we must respectfully decline to offer refunds. When Ms*** called us twice on December 19, 2016, the second representative with whom she spoke, made an exception. In so doing, the $that was forfeited was used as a credit toward the purchase of Ms***’s reservation to travel on December The fare for this was $408. With a credit of $228.00, Ms*** was advised that the fare difference was $and that she would have to pay this amount. Because we made an exception and credited the $to Ms***’s reservation, which was initially forfeited, we must respectively decline to offer the refund that she has requested. We hope she will understand our position and give us future opportunities to serve her travel needs. Sincerely, Carolyn AG*** Supervisor Amtrak Office of Customer Relations

From: H***, Vanessa *Date: Mon, Aug 28, at 8:AMSubject: *** - your id #***To: *** *** FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E|
Washington, DC 20002Email: ***@amtrak.com | Office: ###-###-#### | ATS: *** From: H***, Vanessa * Sent: Monday, August 28, 8:AMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. Thank 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 carbaggage. As 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 agent. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@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 as Answered]
Complaint: ***
I am rejecting this response because:I am being penalized twice-I did not receive credit for the money paid in the rewards program nor received credit for future travel I had a stomach virus and email was the last thing on my mind, however, it did not warrant a visit to a physician
Regards,
*** ***

Thank you for your email on behalf of *** and *** ***.We are so very sorry that they are not satisfied with our response to their concerns regarding their past trip. Therefore, we have reviewed their concerns again. While we cannot authorize the level of compensation they have
requested, we have authorized another electronic Transportation Voucher in the amount of $200. The voucher will be sent to ***@***.com with instructions for its use and other important information. Once again, thank you for contacting us. We value and appreciate the Smith’s patronage and hope that they will continue to select Amtrak for their travel needs Sincerely, Carolyn ** G***Supervisor Customer Relations

From: H***, Vanessa *Date: Mon, Aug 28, at 8:AMSubject: *** - YOUR ID# ***To: *** *** FYI Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington,
DC 20002Email: ***@amtrak.com | Office: ###-###-#### | ATS: *** From: H***, Vanessa * Sent: Monday, August 28, 8:AMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. I 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 refund and truly regret that in cases such as yours, we do not offer refunds of any kind. While I cannot compensate you at the level you requested, we value your patronage and hope we may serve you again under better circumstances. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com

We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry for the delays you encountered when traveling with us between Provo and Burlington recently 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. On behalf of Amtrak, I was disappointed to learn about the lack of service you received during your journey, and I have been in touch with our train managers regarding your unfortunate experience Our train crews 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. I have authorized an automated credit in the amount of $to be made to your *** account This transaction was performed electronically and no paper credit slip was generated It should appear on your statement electronically within to business days Depending upon your bank’s procedures, it may take one or two billing cycles to appear on your account statement received in the mail or viewed online. Once again, thank you for writing We regret the inconvenience this unfortunate incident caused, and we hope that you will allow Amtrak another opportunity to serve your travel needs. Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC

Thank you for your email on behalf of *** ***.We are so very sorry to learn of the situation *** *** encountered with her accommodation. In addition to our apologies, I have authorized a refund in the amount of $to the *** card used for purchase. This reimbursement
can take up to business days to be received by the bank. Kindly advise the customerOnce again, thank you for contacting us and allowing us an opportunity to address the customers' concerns. We value and appreciate her patronage. Sincerely,Carolyn *G***Supervisor, Customer Relations

Complaint: ***
I am rejecting this response because:Amtak chose to allow the other trains that were in for repairs, to cram everyone on one train, The reason I was told was Spring BreakThe train was so over crowded
it was standing room only for hrs of the tripThere were people, luggege and carry ons in all isles, even stacked in all stairwaysThere was no way to get to the restrooms for the first 6hrs, after I was able to get my grand son to the restroom, in was in total shamblesI will for now o take the busTotaly unsafe
Regards,
*** ***

[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: ***
I am rejecting this response because: WAITING FOR FOLLOW UP BY COMCAST REPRESENTATIVE TO RESOLVE ISSUESNOT ACCEPTING UNTIL THE ISSUES IS FULLY RESOLVED
Regards,
*** ***

Dear Mr***: We are in receipt of correspondence written on your behalf from the Revdex.com. I have been in touch with our train managers regarding your unfortunate experience when you traveled with us in March On behalf of Amtrak, I would like to offer our sincere
apologies for the service you received and any inconvenience caused to you. Our train crews 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. We 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 The Transportation Voucher is valid for one year towards future Amtrak travel and is not transferable An email confirmation will be been sent to: ***, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Please accept our apologies for the problems you reported and we hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations** *** Avenue, N.E| Washington, DC