ComplaintsforRoyal Gorge Route Railroad
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Complaint Details
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Initial Complaint
10/05/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
We did not receive the product that we paid for. We did receive many excuses as to why we didnt receive the product we paid for. That doesnt cut it. We know many business owners and we Understand things do go wrong sometimes. Not the customers fault. We want to get the value of the product we purchased. We dont want to hear the long list of excuses as to why we did not. Royal Gorge railroad was not able to deliver what was promised.Some compensation is due here. I have reached out many times. Its almost more unforgivable as they dont take ownership of their problems and resolve them. Overall, they dont care about their customers one bit. Greedy. They charge a pretty high price for this ride.Then they take the money and run. Not a care about the people who have spent their hard earned money. I asked for a call to discuss our experience and instead received a dismissive email response from ****** *******.Customer response
10/16/2024
My full name is ****** **********Initial Complaint
08/01/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
We attended the Santa express December 2023. They oversold the train and didn't properly factor in time for the amount of people. This resulted in Santa not arriving in our train car until the train ride was over and back at station. Kids were crying and upset thinking that they didn't get a chance to speak to *****. None of the workers knew where he was. When he finally arrived, he was in such a rush, he spent no time with the kids, didn't talk to them, didn't take their lists. We've been on the train 6 years and this experience was horrendous and nothing like the others. The kids were completely cheated of their experience with ***** and the magic of the train.I called the week that it happened and was told someone would reach out. It wasn't until February that it was escalated to ******* who finally responded with ONE email before going radio silent. He offered nothing in compensation for the poor experience but simply excused it by saying it was one of their busiest nights. Great? You guys made more money than usual and ended up cheating kids out of a good experience by your poor time management? ******* went radio silent after one email. ***** has never bothered to call or email back. ****** has told me she'd get me answers and has also gone radio silent. I've called over two dozen times in the last 7 months and not a single person actually calls back to take responsibility for this in a proper way.Initial Complaint
03/01/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Trouble receiving refund or anything regarding purchase of 2 Royal Gorge train rides, $258.00, on Oct 21, 2023. Train had emergency engine failure and stalled 5 minutes into ride and thereafter resumed after being pushed by ******* for a couple miles after about ***** minutes stranded on track. It was said by staff on train there would be some refunding available. On Oct 31st, ****** from Royal Gorge left phone message that I would be receiving email on how to move forward on anything as far as reimbursement, etc. No such correspondence received, and no return phone calls thereafter (several calls made). We traveled to ********** area for this specific event during our CO trip. We also had drinks/food on train during wait time. No information provided on train, and upon arrival to station after short ride, hundreds of people lingering for next trip (if they actually made it?) and in office to find out about refunds. We decided to move on (too much time) and deal with issue later, but obviously should not trust this operation with their declaration of some type of action. Can you advise? Thank you very much.Initial Complaint
10/25/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Train ride for 3 people booked for 10/21/23 at 12:30. Train left station at 12:50 and broke down at 1:00. We waited over 2 hours. Our seats were directly in the sun. Our car was hot and absolutely miserable. After 2 hours we started to move. We went another 10 minutes and then went back to the station. When guests asked about a refund, management called police. They refused to speak with any of us. It was incredibly disrespectful and definitely not a proper way to treat customers or run a business.Initial Complaint
02/09/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
December 2022 Royal Gorge Railroad Train Ride, in ***********, ******** Royal Rip-Off $425 + $50 Change Fee Royal Gorge Railroad *** provided us with a DISAPPOINTING experience after waiting 30 years to make this "must-do" ******** adventure. We got placed on a "disability access" car (by choice), but NO ONE told us the trip we got shifted to, only went HALF WAY UP THE CANYON, IN COMPLETE DARKNESS at 4 pm in Decemer 2022. We COULD NOT SEE THE CANYON AT ALL because od the cloudy verticle windows, in the dark. We discussed our frustration with the office and on-board staff, who said, they "PROMISED" to follow up with us to discuss a possible refund. Upon expressing our frustration while on board, the junior staff guy told us he "hoped we died a slow and painful death" for complaining and asking for options. No joke! Then, after MULTIPLE follow-up calls and emails, we got another "PROMISE" to get back to us. TWO MONTHS+ later, still NO CURTESEY RETURN CALL OR EMAIL. This family-run enterprise operates more like a crime syndicate family. They only want your $$$ and once they have it you are on your own if there is an issue. They do not care about customer service.Initial Complaint
01/03/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Unanswered
Below is a copy of the email sent to the company."My family and I were on the 12/23/22 Santa train for the 7:00 ride. In addition to paying for three adults and three children, I paid for two photo packages for a total exceeding $800. When I purchased the pictures, I was under the impression that we would each be going home with a photo in front of the train or a backdrop of the train. To my surprise, not only did we not get a photo in front of the train, but we would only get a digital copy of the picture that was taken in a booth on the train. If I had known this was the case, I would have either purchased only one photo package or not purchased it at all as I could have done this myself. Additionally, we were supposed to get a golden ticket that the conductor would punch. This would have been an amazing experience for my three grandsons. While on the train, I had to ask multiple times when we would get the tickets. I did not get them until the last 5 minutes of the trip and was informed that the conductor would not be punching the tickets.As I am writing this email, I still have not received my digital copy of the photos taken. I came from ********** to visit my daughter and her family and give them all an amazing adventure only to be disappointed. I would like someone to contact me to discuss options and to provide me with the digital copy of the pictures I already paid for months ago."I sent several emails, like the above email, and left several voicemails to the company but still haven't been contacted to resolve the issue.Initial Complaint
07/15/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On 07/05/22, my husband and I arrived in **********, to ride the 3:30PM excursion of the Royal Gorge Railroad.It was a horrible experience.During boarding ALL passengers were being funneled through a photographer, whether they wanted to or not, for 'souvenir' pictures. Immediately after pictures were taken, the line continued to computer monitors where passengers could choose the photos they wished to buy.Both my husband and I have bad knees and I also suffer from significant problems with my feet which makes standing for any period of time extremely painful. We were forced to stand in line, feet, knees, and back in excruciating pain so that Royal Gorge could make an extra buck.Finally we were able to board and find our seats.30 minutes into the excursion the train stopped. We sat there for two and one half hours with no explanation.Then suddenly we get an announcement that we are returning to the depot. Again no explanation, no information, nothing.Once we returned to the depot, an announcement merely 'apologized' for the inconvenience and suggested we stop by the ticket office the next day since it was now closed. We were due in Durango the next day so that was not an option for us.I have emailed Royal Gorge requesting an explanation and a full refund. I have posted a review on TripAdvisor and on the Royal Gorge ******** page. They have not responded to my email and I discovered this morning that they deleted the post I made on their FB page.I want an explanation of what was so urgent that it canceled the entire excursion, a full refund of all costs, and an official apology.My reservation information is attached for your use.Business response
07/15/2022
Thank you for bringing this to our attention. This was an emergency situation in which an unruly guest physically accosted one of our employees, and actions were take to stop the train quickly and address the situation. Due to the manner of the stop, we were unable to reset the brakes immediately and move forward with the trip or return to the station. When we regained the ability to move the train, it was determined it would return to the station. Unfortunately our current technology does not allow us to make a train wide announcement and inform our guests of what is taking place. We try to communicate car to car, but that is not the most efficient. We are remedying the "voice of God" capability on our PA system to address this in the future. In scenarios similar to this, this is the biggest complain we receive is that the guest has no idea what is going on.
The owner, *********************, and myself both independently spoke with ******************* on Thursday 7/14. It was a very pleasant conversation and once ******************* was appraised of what took place, she was very understanding. She accepted our apology and we have issued her a full refund.
In our minds and from what the guest stated in her phone call, we consider the matter closed.
***********************
General Manager
Royal Gorge Route Railroad
*************************************************************************
Customer response
07/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.Both the owner and the manager responded to my emails and were very cordial in explaining what happened. The refund has already been credited to my credit card.
I am very happy with the response and thankful for their swift response.
Sincerely,
*************************Initial Complaint
03/30/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I have 15 people booked and have been booked since 1/2022 there has been miscommunication and misunderstanding from the beginning and some of the employees are no longer there per sales manager which has made things harder. I spoke to ****** who transferred 1 of the 15 tickets to Sunday then up charged me for the different ticket and charged me another ticket totaling ******. I called to cancel the reservation from 4/3 and manager was not doing math correctly. Manager wanted to refund me the 189 and then charge me another 75 for the 15th ticket when I had already paid this and have confirmation. The manager assured me I would be refunded then said I would have a gift card which is not what we agreed to. now I am owed ****** and manager doesn't know how to put refund through as he said his system wont allow it since he did what he did and I have to wait on a call from the accounting department.
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Customer Complaints Summary
8 total complaints in the last 3 years.
3 complaints closed in the last 12 months.