To whom it may concern: This customer was the only person out of persons who enjoyed our Easter Bunny Express on April 4, She and her family did ride the train that day as did all passengersHer train ride was about one hour and minutesHer complaint is that the train was not moving during that entire timeOur advertising did not define the detail circumstances or nature of the train movementThe ride was planned for the benefit of the younger children and was scheduled for one hour in duration rather than our usual adult rides that are two hours in duration covering miles round tripAll of our equipment is leased and the railroad company supplying the locomotive(s) normally has two locomotives available for serviceWe were expecting to have both locomotives working that day; however, one of the locomotives broke down a few days before the eventWith just one locomotive the length of the ride had to be shortened in distance; however, the time would remain the sameWith one locomotive, the train is restricted to running between two points where there is a siding track where the locomotive can run past the passenger cars in order to hook up to the other end in order to pull the cars back to the point of originThis run-around process takes about twenty minutesThere were two trips scheduled for this event and this family was scheduled for the second tripA one half hour was scheduled between the end of the first trip and the boarding time of the second tripOther activities of the event were held outdoors and the weather was becoming quite inclement (quite chilly)Rather than keeping the group standing in the cold while the locomotive did its run-around, we had the group board right after the previous group had deboardedThe train ride trip for here was more that the hour that was advertisedShe was on board for two locomotive run-arounds, which is always part of our train ridesAgain, the complaint was only that the train was not moving for an hourThe cause was an equipment break down The customer did receive all of the benefits that were offered in our advertisingShe received First Class accommodations on the train, a custom baked cookie, a large chocolate sucker, bottle of juice, a stuffed bunny for the kids, photo opportunity with the Easter Bunny, an Easter egg hunt for the kids and admission to our World Class museumTwo of our staff members tried to explain why the train does not move every minute of the ride, that we do not promise that it will , that the trip did have to be altered because of equipment failure and that the train ride that she did experience was longer than the hour that was advertisedThe museum does not intend to refund the fares because the customer did receive all of the services that were advertised, the same as all of the other customers who attended the event and whom have not registered any complaint nor expressed any dissatisfaction with the eventSincerely, [redacted] ***, Treasurer
To whom it may concern: Our response to this complaint stated that the complainant received all of the services that were advertised. The museum does not make refunds to persons who mistakenly perceive something other than the service that we provide. The services that were being offered and were provided included more than the train ride. The museum has been providing train rides to the public for the past seventeen years including between 20,000 and 30,000 customers per year during the last decade. The museum staff does listen to dissatisfied customers and has made changes where appropriate and when they are fully under our control. Some things can be the result of federal safety regulations and cannot be altered by the museum. Museum staff has tried to answer this complaint several times by telephone and every attempt has been countered by unacceptable counter arguments. The plaintiff did post her complaint as a comment on our website. The website is the property of the museum and every comment has to be approved or disapproved by site management before being published as is customary with all such websites. When this comment was not approved, the complainant posted her complaint eight or nine more times under different names using different e-mail addresses. These were all marked as originating from the same computer IP Address and were also not approved for publication on our website. The museum does not provide refunds simply because the customer perceived something other than what we provided. Again, the price for the event included far more than the train ride.Sincerely, [redacted], Treasurer
A gift certificate for next year was offered, as refunds are not offered per our terms agreement. I sent email stating this and never received a response. Instead, I then received a credit card dispute notice via email. 1 filed requiredpaperwork with credit card company to dispute the charge back...
showing them her receipt of purchase that states no refunds and that she had to click on the terms of service, which states no refunds, before she could purchase tickets. Sincerely, [redacted] Chief Operation Officer
To whom it may concern: This customer was the only person out of 608 persons who enjoyed our Easter Bunny Express on April 4, 2015. She and her family did ride the train that day as did all 608 passengers. Her train ride was about one hour and 15 minutes. Her complaint is that the train was...
not moving during that entire time. Our advertising did not define the detail circumstances or nature of the train movement. The ride was planned for the benefit of the younger children and was scheduled for one hour in duration rather than our usual adult rides that are two hours in duration covering 34 miles round trip. All of our equipment is leased and the railroad company supplying the locomotive(s) normally has two locomotives available for service. We were expecting to have both locomotives working that day; however, one of the locomotives broke down a few days before the event. With just one locomotive the length of the ride had to be shortened in distance; however, the time would remain the same. With one locomotive, the train is restricted to running between two points where there is a siding track where the locomotive can run past the passenger cars in order to hook up to the other end in order to pull the cars back to the point of origin. This run-around process takes about twenty minutes. There were two trips scheduled for this event and this family was scheduled for the second trip. A one half hour was scheduled between the end of the first trip and the boarding time of the second trip. Other activities of the event were held outdoors and the weather was becoming quite inclement (quite chilly). Rather than keeping the group standing in the cold while the locomotive did its run-around, we had the group board right after the previous group had deboarded. The train ride trip for here was more that the hour that was advertised. She was on board for two locomotive run-arounds, which is always part of our train rides. Again, the complaint was only that the train was not moving for an hour. The cause was an equipment break down. The customer did receive all of the benefits that were offered in our advertising. She received First Class accommodations on the train, a custom baked cookie, a large chocolate sucker, bottle of juice, a stuffed bunny for the kids, photo opportunity with the Easter Bunny, an Easter egg hunt for the kids and admission to our World Class museum. Two of our staff members tried to explain why the train does not move every minute of the ride, that we do not promise that it will , that the trip did have to be altered because of equipment failure and that the train ride that she did experience was longer than the hour that was advertised. The museum does not intend to refund the fares because the customer did receive all of the services that were advertised, the same as all of the other 607 customers who attended the event and whom have not registered any complaint nor expressed any dissatisfaction with the event. Sincerely, [redacted], Treasurer
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. If you read what was put down, They are cleary contradicing
themselves. They do say "advertising did not define the detail ...... of
the train movement" they were expecting to have two locomoves working,
which gave the length of the ride shortened due to moving the
locomotives. yet at the end of that they say they had to do two
locomotive run arounds which is always part of our train ride. So does
this make sense? they have to do it for each ride, yet they were broken
so they had to switch it (which they claim they do each time) but my
time the distance got shortned. Also which does not make sense is that
the ride was ONLY 1 hr which was not 1 hr and 15 min but just say it
was. So 75 min and 20 min to do one locomotive switch times that by two
that is 40 min of sitting there. They do state I got first class
accommodations ... yes because I paid $40 a PERSON. It also does not
make sense when they say there is one and half hour scheduled between
the end of the first trip and boading of the second trip but they had
the group board right after the previous group deboarded? When I wanted
to speak with someone, RACHAEL cleary stated that the ride should of
been longer and she cant believe it came back so fast, yet her nasty
mother in front of my children was nasty stating I could have waited
outside to do a run around that she states above is included in each
ride but she would of had me stay outside with my kids. Cleary reread
her message and tell me DOES SHE MAKE SENSE, or is she CONTRADICTING
herself? They clearly do not promise the customers what they pay for.
They falsely advertise. They are rude to the customers. When I wanted to
let other customers know how the experience really was ... they deleted
my comment from their website. That is why you do not see any negative
comments prevous to my experience, yet when you go to other websites, as
you can see below, I am NOT the only person who feels the same way.
This is the worse company when it comes to respect, correct advertising,
and who clearly rip people off. It is not cheap, $40 a person and I had
bought 4 tickets. I could have spent my hard earned money for my kids a
better way then this , like other customers agree. Please enjoy the nasty comments from other people on the websites
below and REALIZE as an adult.... I AM NOT THE ONLY ONE WHO THINKS THIS
PLACE IS A RIP OFF. There are innocent people who get screwed over
because there is a website people go to to leave comments before they go
and yet the nasty comments get deleted. If she appologized like an
adult, and did not have to rudely speak to me, down grade me and with
contrading her stories that just dont make any sense it would not have
excaladed. I deserve my money back for having to deal with her story not
being consistant, and it was a rip off and not being the only one, the
others out there just kept getting deleted from their website. This is
not over. https://plus.google.com/103492097104949180833/about?hl=en&socfid=web:lu:unkn...⇄ />
92097104949180833/about?hl=en& fid=web%3Alu%3Aunknown%3Alocaldetails&socpid=1 http://www.tripadvisor.com/Attraction_Review-g48148-d3228026-Reviews-Medina_Rail...⇄ http://railroadmuseum.net/dowt-2015/Examples are below.[redacted]Regards, [redacted]
To whom it may concern: This customer was the only person out of persons who enjoyed our Easter Bunny Express on April 4, She and her family did ride the train that day as did all passengersHer train ride was about one hour and minutesHer complaint is that the train was not moving during that entire timeOur advertising did not define the detail circumstances or nature of the train movementThe ride was planned for the benefit of the younger children and was scheduled for one hour in duration rather than our usual adult rides that are two hours in duration covering miles round tripAll of our equipment is leased and the railroad company supplying the locomotive(s) normally has two locomotives available for serviceWe were expecting to have both locomotives working that day; however, one of the locomotives broke down a few days before the eventWith just one locomotive the length of the ride had to be shortened in distance; however, the time would remain the sameWith one locomotive, the train is restricted to running between two points where there is a siding track where the locomotive can run past the passenger cars in order to hook up to the other end in order to pull the cars back to the point of originThis run-around process takes about twenty minutesThere were two trips scheduled for this event and this family was scheduled for the second tripA one half hour was scheduled between the end of the first trip and the boarding time of the second tripOther activities of the event were held outdoors and the weather was becoming quite inclement (quite chilly)Rather than keeping the group standing in the cold while the locomotive did its run-around, we had the group board right after the previous group had deboardedThe train ride trip for here was more that the hour that was advertisedShe was on board for two locomotive run-arounds, which is always part of our train ridesAgain, the complaint was only that the train was not moving for an hourThe cause was an equipment break down The customer did receive all of the benefits that were offered in our advertisingShe received First Class accommodations on the train, a custom baked cookie, a large chocolate sucker, bottle of juice, a stuffed bunny for the kids, photo opportunity with the Easter Bunny, an Easter egg hunt for the kids and admission to our World Class museumTwo of our staff members tried to explain why the train does not move every minute of the ride, that we do not promise that it will , that the trip did have to be altered because of equipment failure and that the train ride that she did experience was longer than the hour that was advertisedThe museum does not intend to refund the fares because the customer did receive all of the services that were advertised, the same as all of the other customers who attended the event and whom have not registered any complaint nor expressed any dissatisfaction with the eventSincerely, [redacted] ***, Treasurer
To whom it may concern: Our response to this complaint stated that the complainant received all of the services that were advertised. The museum does not make refunds to persons who mistakenly perceive something other than the service that we provide. The services that were being offered and were provided included more than the train ride. The museum has been providing train rides to the public for the past seventeen years including between 20,000 and 30,000 customers per year during the last decade. The museum staff does listen to dissatisfied customers and has made changes where appropriate and when they are fully under our control. Some things can be the result of federal safety regulations and cannot be altered by the museum. Museum staff has tried to answer this complaint several times by telephone and every attempt has been countered by unacceptable counter arguments. The plaintiff did post her complaint as a comment on our website. The website is the property of the museum and every comment has to be approved or disapproved by site management before being published as is customary with all such websites. When this comment was not approved, the complainant posted her complaint eight or nine more times under different names using different e-mail addresses. These were all marked as originating from the same computer IP Address and were also not approved for publication on our website. The museum does not provide refunds simply because the customer perceived something other than what we provided. Again, the price for the event included far more than the train ride.Sincerely, [redacted], Treasurer
A gift certificate for next year was offered, as refunds are not offered per our terms agreement. I sent email stating this and never received a response. Instead, I then received a credit card dispute notice via email. 1 filed requiredpaperwork with credit card company to dispute the charge back...
showing them her receipt of purchase that states no refunds and that she had to click on the terms of service, which states no refunds, before she could purchase tickets. Sincerely, [redacted] Chief Operation Officer
To whom it may concern: This customer was the only person out of 608 persons who enjoyed our Easter Bunny Express on April 4, 2015. She and her family did ride the train that day as did all 608 passengers. Her train ride was about one hour and 15 minutes. Her complaint is that the train was...
not moving during that entire time. Our advertising did not define the detail circumstances or nature of the train movement. The ride was planned for the benefit of the younger children and was scheduled for one hour in duration rather than our usual adult rides that are two hours in duration covering 34 miles round trip. All of our equipment is leased and the railroad company supplying the locomotive(s) normally has two locomotives available for service. We were expecting to have both locomotives working that day; however, one of the locomotives broke down a few days before the event. With just one locomotive the length of the ride had to be shortened in distance; however, the time would remain the same. With one locomotive, the train is restricted to running between two points where there is a siding track where the locomotive can run past the passenger cars in order to hook up to the other end in order to pull the cars back to the point of origin. This run-around process takes about twenty minutes. There were two trips scheduled for this event and this family was scheduled for the second trip. A one half hour was scheduled between the end of the first trip and the boarding time of the second trip. Other activities of the event were held outdoors and the weather was becoming quite inclement (quite chilly). Rather than keeping the group standing in the cold while the locomotive did its run-around, we had the group board right after the previous group had deboarded. The train ride trip for here was more that the hour that was advertised. She was on board for two locomotive run-arounds, which is always part of our train rides. Again, the complaint was only that the train was not moving for an hour. The cause was an equipment break down. The customer did receive all of the benefits that were offered in our advertising. She received First Class accommodations on the train, a custom baked cookie, a large chocolate sucker, bottle of juice, a stuffed bunny for the kids, photo opportunity with the Easter Bunny, an Easter egg hunt for the kids and admission to our World Class museum. Two of our staff members tried to explain why the train does not move every minute of the ride, that we do not promise that it will , that the trip did have to be altered because of equipment failure and that the train ride that she did experience was longer than the hour that was advertised. The museum does not intend to refund the fares because the customer did receive all of the services that were advertised, the same as all of the other 607 customers who attended the event and whom have not registered any complaint nor expressed any dissatisfaction with the event. Sincerely, [redacted], Treasurer
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below. If you read what was put down, They are cleary contradicing
themselves. They do say "advertising did not define the detail ...... of
the train movement" they were expecting to have two locomoves working,
which gave the length of the ride shortened due to moving the
locomotives. yet at the end of that they say they had to do two
locomotive run arounds which is always part of our train ride. So does
this make sense? they have to do it for each ride, yet they were broken
so they had to switch it (which they claim they do each time) but my
time the distance got shortned. Also which does not make sense is that
the ride was ONLY 1 hr which was not 1 hr and 15 min but just say it
was. So 75 min and 20 min to do one locomotive switch times that by two
that is 40 min of sitting there. They do state I got first class
accommodations ... yes because I paid $40 a PERSON. It also does not
make sense when they say there is one and half hour scheduled between
the end of the first trip and boading of the second trip but they had
the group board right after the previous group deboarded? When I wanted
to speak with someone, RACHAEL cleary stated that the ride should of
been longer and she cant believe it came back so fast, yet her nasty
mother in front of my children was nasty stating I could have waited
outside to do a run around that she states above is included in each
ride but she would of had me stay outside with my kids. Cleary reread
her message and tell me DOES SHE MAKE SENSE, or is she CONTRADICTING
herself? They clearly do not promise the customers what they pay for.
They falsely advertise. They are rude to the customers. When I wanted to
let other customers know how the experience really was ... they deleted
my comment from their website. That is why you do not see any negative
comments prevous to my experience, yet when you go to other websites, as
you can see below, I am NOT the only person who feels the same way.
This is the worse company when it comes to respect, correct advertising,
and who clearly rip people off. It is not cheap, $40 a person and I had
bought 4 tickets. I could have spent my hard earned money for my kids a
better way then this , like other customers agree. Please enjoy the nasty comments from other people on the websites
below and REALIZE as an adult.... I AM NOT THE ONLY ONE WHO THINKS THIS
PLACE IS A RIP OFF. There are innocent people who get screwed over
because there is a website people go to to leave comments before they go
and yet the nasty comments get deleted. If she appologized like an
adult, and did not have to rudely speak to me, down grade me and with
contrading her stories that just dont make any sense it would not have
excaladed. I deserve my money back for having to deal with her story not
being consistant, and it was a rip off and not being the only one, the
others out there just kept getting deleted from their website. This is
not over. https://plus.google.com/103492097104949180833/about?hl=en&socfid=web:lu:unkn...⇄ />
92097104949180833/about?hl=en& fid=web%3Alu%3Aunknown%3Alocaldetails&socpid=1 http://www.tripadvisor.com/Attraction_Review-g48148-d3228026-Reviews-Medina_Rail...⇄ http://railroadmuseum.net/dowt-2015/Examples are below.[redacted]Regards, [redacted]