---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Nov 16, 2017 at 10:57 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]...
<[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted]<[redacted]@[redacted].[redacted]>Date: Wed, Nov 15, 2017 at 8:51 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected],Since filing my complaint I have received an email that a refund will be issued to me by Amtrak. I was advised to contact you if the status had changed via the complaint confirmation email, but I could not see a place where to reply hence the update coming through on [email protected]. My complaint number is [redacted].Thank you,[redacted]###-###-####
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. because good customer service is very important to us, we are disturbed by your description of the rude treatment you received. 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 manager for review and appropriate action. After checking with our Claims department representative, I have been advised that you did not receive the first check mailed to the address provided. When this occurred, Amtrak had to request a stop payment on that check before a new one could be processed. I understand that a new check was reissued to you on September 23, 2015. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:49 PMTo: [redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: 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 while traveling with us in June. 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. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before August 6, 2016 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 7 a.m. and 10 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss of your carry-on baggage. 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 carry-on items 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 carry-on baggage. 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Thank you contacting us. We are sorry that [redacted] were 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. Since [redacted] did not cancel her reservation by the designated time period prior to the scheduled departure time, the fare was forfeited, and we must respectfully decline her request for a refund. When [redacted] spoke with our Customer Relations Representative on September 26, 2016, she was offered an electronic Transportation Voucher. Our offer of a voucher for the unused ticket is still available should she change her mind, prior to September 26, 2017. Once again, thank you for contacting us. We hope that [redacted] will understand our position and allow us the privilege of future opportunities to serve her travel needs. Sincerely, Carolyn *. G[redacted]Supervisor Customer Relations
Dear [redacted]: This office has received correspondence on your behalf from the Revdex.com. We are so very sorry that you boarded an incorrect train in September at Providence. While we must respectfully decline your request for refund, I have authorized a...
Transportation Voucher in the amount of $100. 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: [redacted].com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Please accept our apologies for the problems you reported. We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. Thank you for selecting Amtrak for your travel needs. We value and appreciate your patronage. Sincerely,Carolyn ** G[redacted]Supervisor Customer Relations
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Certificate provided 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. 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 and hope that you will travel with us again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. A different office handles the types of concerns that you have expressed. So we have forwarded your correspondence for you to our claims office. You can expect to have a...
response within 30 days. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Voucher provided 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. Amtrak does not offer refunds in these types of cases; therefore, I must respectfully decline your refund request. While I understand that you are not satisfied with the amount of the Certificate, we feel it is a fair offer and it remains on file. We sincerely hope you will consider using it and give us another opportunity to serve your travel needs. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The body of the email has nothing to do with the main issue I originally reported about. The refund she stated in her email was me canceling part of my trip for personal reasons and this cancellation was after I had already reported AMTRAK to the Revdex.com. Also if they would like to bring up refunds, I have yet to receive that refund and that should have been done on the first of the month and the last time I spoke with someone about the refund was 09/07/2015. As far as doing something about the inconvenience of my triple charge nothing was satisfied but an apology. That doesn't change the fact that AMTRAK held my funds and I was unable to purchase a plane ticket until I escalated the situation and someone finally released the funds. Regardless of what Amtrak says they see in their system, my credit card summary shows AMTRAK charging me three times.
Regards,
[redacted]
---------- Forwarded message ----------From: Revdex.com of Metro Washington DC <[email protected]>Date: Thu, Nov 16, 2017 at 10:57 AMSubject: Fwd: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [redacted]...
<[redacted]@myRevdex.com.org>Sincerely,Revdex.com Customer Service Team---------- Forwarded message ----------From: [redacted]<[redacted]@[redacted].[redacted]>Date: Wed, Nov 15, 2017 at 8:51 PMSubject: Re: You have a new message from the Revdex.com of Metro Washington DC & Eastern Pennsylvania in regards to your complaint #[redacted].To: [email protected],Since filing my complaint I have received an email that a refund will be issued to me by Amtrak. I was advised to contact you if the status had changed via the complaint confirmation email, but I could not see a place where to reply hence the update coming through on [email protected]. My complaint number is [redacted].Thank you,[redacted]###-###-####
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. because good customer service is very important to us, we are disturbed by your description of the rude treatment you received. 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 manager for review and appropriate action. After checking with our Claims department representative, I have been advised that you did not receive the first check mailed to the address provided. When this occurred, Amtrak had to request a stop payment on that check before a new one could be processed. I understand that a new check was reissued to you on September 23, 2015. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
From: S[redacted], Vanessa Sent: Friday, August 07, 2015 4:49 PMTo: [redacted]@[redacted].com'Subject: Amtrak Response Dear [redacted]: 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 while traveling with us in June. 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. As a token of my regrets for your disappointment, I am holding on file for you a Transportation Certificate in the amount of $50.00. The Certificate must be redeemed on or before August 6, 2016 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 7 a.m. and 10 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. We have received your claim for the loss of your carry-on baggage. 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 carry-on items 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 carry-on baggage. 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[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Thank you contacting us. We are sorry that [redacted] were 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. Since [redacted] did not cancel her reservation by the designated time period prior to the scheduled departure time, the fare was forfeited, and we must respectfully decline her request for a refund. When [redacted] spoke with our Customer Relations Representative on September 26, 2016, she was offered an electronic Transportation Voucher. Our offer of a voucher for the unused ticket is still available should she change her mind, prior to September 26, 2017. Once again, thank you for contacting us. We hope that [redacted] will understand our position and allow us the privilege of future opportunities to serve her travel needs. Sincerely, Carolyn *. G[redacted]Supervisor Customer Relations
Dear [redacted]: This office has received correspondence on your behalf from the Revdex.com. We are so very sorry that you boarded an incorrect train in September at Providence. While we must respectfully decline your request for refund, I have authorized a...
Transportation Voucher in the amount of $100. 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: [redacted].com, which includes the Transportation Voucher number, amount, expiration date and additional redemption information. Please accept our apologies for the problems you reported. We hope you will give us another opportunity to serve you by using the Transportation Voucher toward the purchase of your next ticket. Thank you for selecting Amtrak for your travel needs. We value and appreciate your patronage. Sincerely,Carolyn ** G[redacted]Supervisor Customer Relations
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Certificate provided 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. 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 and hope that you will travel with us again under better circumstances. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations[redacted], N.E. | Washington, DC 20002
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. A different office handles the types of concerns that you have expressed. So we have forwarded your correspondence for you to our claims office. You can expect to have a...
response within 30 days. Once again, thank you for writing. Sincerely, Vanessa S[redacted]Customer Relations SpecialistOffice of Customer RelationsWashington, DC
Dear [redacted]: We are in receipt of correspondence written on your behalf from the Revdex.com. I am sorry you feel that the Transportation Voucher provided 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. Amtrak does not offer refunds in these types of cases; therefore, I must respectfully decline your refund request. While I understand that you are not satisfied with the amount of the Certificate, we feel it is a fair offer and it remains on file. We sincerely hope you will consider using it and give us another opportunity to serve your travel needs. Once again, thank you for writing. We value your patronage. Sincerely, Vanessa S[redacted]Customer Relations SpecialistAmtrak Office of Customer Relations60 Massachusetts Avenue, N.E. | Washington, DC 20002
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because: The body of the email has nothing to do with the main issue I originally reported about. The refund she stated in her email was me canceling part of my trip for personal reasons and this cancellation was after I had already reported AMTRAK to the Revdex.com. Also if they would like to bring up refunds, I have yet to receive that refund and that should have been done on the first of the month and the last time I spoke with someone about the refund was 09/07/2015. As far as doing something about the inconvenience of my triple charge nothing was satisfied but an apology. That doesn't change the fact that AMTRAK held my funds and I was unable to purchase a plane ticket until I escalated the situation and someone finally released the funds. Regardless of what Amtrak says they see in their system, my credit card summary shows AMTRAK charging me three times.
Regards,
[redacted]