Ideal Systems

From: H***, Vanessa * Date: Fri, Aug 25, at 1:PMFrom: H***, Vanessa * Sent: Friday, August 25, 1:PMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in
receipt of correspondence written on your behalf from the Revdex.com. We 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 handling. It 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 patronage. Sincerely, Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com |

[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,
*** ***

Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to learn about your dissatisfaction with the compensation issued to you by our customer relations representatives We believe the compensation that was provided
to you is adequate, and respectfully decline your request for additional compensation. 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

Ms*** purchased a highly discounted and non-refundable fare on our website on November 4, 2016. When she spoke with a Customer Relations Representative on November 7, 2016, he advised her that she could cancel the reservation, but because it is non-refundable fare, she
would not receive a refund. Ms*** advised the Representative not to cancel her reservation which is for travel on January 2, 2017. Information regarding non-refundable fares are available on our website and by calling our customer relations number, ###-###-####. We regret that we must respectfully decline to offer a refund of the non-refundable fare. However, should Ms*** elect to cancel the reservation, we will issue her an electronic Transportation Voucher which she may use toward the purchase of another reservation, prior to its expiration date, which is one year from the date of issue of the Voucher. Thanks you for contacting us. We appreciate the opportunity to respond to this inquiry. Carolyn AG***Supervisor, Amtrak Office of Customer RelationsWashington, DC

Thank you for your follow up correspondence on behalf of *** ***.I am so very sorry to hear that Ms*** is not satisfied with our responses to her request for a refund. However, after further review of the matter, we must respectfully decline to alter our position. Our offer of a Transportation Voucher is still available. As a gesture of our intent to retain Ms*** as a customer, should she change her mind and decide to use our services in the future, I will authorize an increase in the amount of the Voucher to $250.Once again, thank you for contacting us. We value Ms***’s patronage and hope we may serve her again under better circumstances.Sincerely, Carolyn AG***Supervisor Customer Relations

From: H***, Vanessa JDate: Fri, Sep 1, at 3:PMSubject: *** - 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 J Sent: Friday, September 01, 3:PMTo: '***@***.com' Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. After a review of your case, we noted that after speaking with our customer relations representatives regarding your case, you have been provided with a Transportation Voucher in the amount of $163.00. We hope that you will use your voucher toward the purchase of your next Amtrak ticket purchase. Once again, thank you for writing. We value your patronage. Vanessa H***Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, DC 20002Email: ***@amtrak.com |

Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. It was disappointing to read your report of unacceptable service We expect every Amtrak employee to treat our customers with courtesy and respect and to perform their duties in
a professional manner We are sorry that you received otherwise Your comments have been forwarded to the responsible management for review and appropriate handling. Regarding your claim for the loss of items in 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 S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear *** *** We are in receipt of correspondence written on your behalf from the Revdex.com. Amtrak’s first priority is to provide safe, clean, reliable and efficient transportation Therefore, it was disappointing to learn of the conditions you encountered with your
accommodation 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 Your comments have been forwarded to the appropriate management for their review and action Please accept my apologies for your inconvenience. Amtrak does not offer refunds in these types of cases 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 sent to: ***@***.com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information Once again, thank you for writing We value your patronage. Vanessa S*Customer Relations SpecialistAmtrak Office of Customer RelationsMassachusetts Avenue, N.E| Washington, 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 However the statement received from Amtrak is mostly falseThey only decided to refund my money after I informed them that I contacted the Revdex.com, Consumer Protection Agency, filed a dispute with my credit card company and planned on contacting a lawyerPrior to that I was told by the last person that I spoke with from Amtrak that they did not process my refund and would not until I provide more information about my mothers illness (I still have a voicemail from Amtrak dated December 27th 1:27pm where one of their employees is still asking for more information on my mothers illness...) But the goal was for me to get my money back, which finally I did, so if they want to try to send this deceptive public relations response so be itThank you for your help Revdex.com!!!!
Regards,
*** ***

Customer was a "no-show" for her original departureIt is Amtrak policy that a "no-show" automatically cancels the return leg of a reservationAs the customer did not cancel her reservation prior to departure, the fare was forfeited and the return leg was cancelledNo compensation is being issued
as it is not Amtrak's policy to authorize monetary refunds or compensation when a reservation is not cancelled

From: S***, Vanessa Date: Fri, Sep 4, at 10:AMSubject: Thomas - YOUR ID #***To: *** *** fyi Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax:
###-###-#### From: S***, Vanessa Sent: Friday, September 04, 10:AMTo: '***@***.com'Subject: Amtrak Response Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We were sorry to read about the problems you have experienced regarding your rail fare After speaking with our Refunds department, we have been advised that there was only one charge made against your account for $ Also, there is a refund that was processed to your account on August 31, in the amount of $ Please accept our apologies for your inconvenience. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

From: S***, Vanessa Sent: Tuesday, May 03, 12:PMTo: '***' Subject: Amtrak Response Dear Mr***: We are in receipt of correspondence written on your behalf from the Revdex.com. Before I can respond to your concerns,
I will need your date of travel and/or your reservation number since I am having trouble locating your information in our computer system. I look forward to your reply. Sincerely, Vanessa S*Customer Relations SpecialistAmtrak Office of Customer Relations** *** *** ***| Washington, DC 20002Email: *** | Office: ###-###-#### | ATS: ***

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. We are disappointed that your friend experienced a delay
while traveling with us We can certainly understand the inconvenience and frustration this caused you and your friend We are working hard on a number of fronts to improve our ability to run on schedule In spite of our best efforts, delays due to weather, mechanical difficulties, other rail traffic, or operational factors are an unwelcome but unavoidable part of the transportation business Please accept our most sincere apologies for your inconvenience. Amtrak normally does not offer refunds in these types of cases However, since you purchased the ticket for your friend, we would be happy to transfer the Transportation Certificate provided to her to you Before doing so, we would need her to contact us to give us permission to transfer the Certificate to your name for your use. I look forward to your reply. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DC

Dear Ms***: We are in receipt of correspondence written on your behalf from the Revdex.com. We are sorry you did not receive the assistance that you needed when you traveled with us recently I have been in touch with our station 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 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. Regarding your damaged 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 S*Customer Relations SpecialistAmtrak Office of Customer Relations** *** *** *** | Washington, 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

[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,
*** ***

Dear *** ***: 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 Milwaukee and Chicago in November 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. We are so sorry that you received misinformation from one of our employees regarding your refund In spite of our best efforts, there are always those times when communication breaks down and misunderstandings result Please accept our sincere apologies After a review of your case, we found that a refund was issued to the credit card account used to purchase your tickets onNovember 23, in the amount of $48.00. Once again, thank you for writing We value your patronage. Sincerely, Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, 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 Administratively Resolved]
Complaint: ***
I am rejecting this response because:There was no
response
Regards,
*** ***

September 9, 2015 *** *** ***PO BOX ***MANCHESTER CENTER, VT *** Dear *** ***: We are in receipt of correspondence written on your behalf from the Revdex.com. We would very much like to have the opportunity to serve you again under better
circumstance, and I am disappointed that you feel that the Transportation Certificate offered by our customer relations representatives is unsatisfactory It was offered as a token of our regrets for your inconvenience It is not our intention to compensate at one hundred per cent of the value of your trip, but rather to offer a discount on future travel in hopes that you will allow us an opportunity to provide better service in the future It is our expectation that our passengers have an enjoyable experience when traveling on Amtrak and return again and again. In the hopes you will change your mind, and as a token of my regrets for disappointing you, I will hold on file for you an additional Transportation Certificate in the amount of $ The Certificate must be redeemed on or before September 8, 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 We look forward to the privilege of serving you in the future. Sincerely, Vanessa S*Customer Relations Specialist Case #: ***Vanessa S*Customer Relations SpecialistOffice of Customer RelationsWashington, DCPhone: ###-###-####Fax: ###-###-####

[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. Many thanks for helping us resolve. We had closed this CC account and the credits were sitting on the account without our knowledge
Regards,
*** ***