ComplaintsforAutumn Colors Express/Railexco Events
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Complaint Details
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Initial Complaint
01/06/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I originally made a reservation on the 2020 Autumn Colors Express, only for that reservation to be cancelled and rolled over to 2021 due to the COVID-19 Pandemic. The 2021 Excursion was then cancelled again, due to the COVID-19 Pandemic, with the original reservation rolled over to 2022. With about a month before my excursion was to take place in 2022, the seating arrangements were changed and I was downgraded with the option to either take the trip and accept the difference in fare or to refuse the downgrade and receive a full refund. I opted for the latter option of the full refund and it was granted. However, I have not received the refund and all attempts to communicate with the company have gone unanswered. In addition, there was a second reservation I made associated with this trip that was also granted a refund, but wasn't issued. I had to go through my credit card company to receive a statement credit on the card of purchase. I am looking for a refund resolution without having to resort to legal options to get my money back.Customer response
02/03/2023
Better Business Bureau:
At this time, I have not been contacted by Autumn Colors Express/Railexco Events regarding complaint ID *********
Regards,
****** ********Initial Complaint
11/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On Oct. 12 the company gave me the opportunity to cancel a booked trip for a refund when several rail cars became unavailable for the Autumn Colors Express. I have made numerous attempts to obtain the refund and have received no word from the company or my money except to be told my email was being sent to the company owner. I am tired of the runaroundInitial Complaint
11/15/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
March 10, 2022 - Purchased 4 tickets totaling $1669.88 October 8, 2022 Received an email notice of a downgrade in service October 8, 2022 Contacted ACE via ** Messenger and was advised that we could cancel service and could request a full refund by emailing ***************** October 9, 2022 Emailed ***************** to cancel trip and request a refund October 10, 2022 Received an email from ************ explaining equipment issues and was advised that cancellation/refund request be send to info@************ that I had already done the day before October 20, 2022 Requested status of refund October 28, 2022 Requested status of refund October 28, 2022 Received an email from Will the ticket agent advising that tickets refunds were mail that week and my email was being forwarded to the owner October 28, 2022 Asked if refund was issued to the CC used to pay or by check November 4, 2022 Received an email from Will the Ticket Agent stating that check should have been mailed As of November 13, no refund I have printed emails with ticket confirmations and changes as well as email communications and screen shots of ** Messenger communications that I would like to mail to you vs trying to upload them all.Initial Complaint
10/31/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
Booked tickets for a train that got cancelled during Covid. Fought and fought for a refund. They finally sent me a refund check and now that check has bounced. Not only did it bounce, but now I got charged a $10 fee because of it. This is a horrible business that is still booking trains that ran this year. If you follow their facebook page, you can see that there are several of us that never received a refund.Initial Complaint
10/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Early in 2020, pre-covid breakout I bought tickets for the Autumn Colors Express train ride through WV. The trip was cancelled for 2020 and ticket-holders were able to request a refund or roll tickets over to 2021. One year later and once again, covid cases surged and they were forced to delay again. Disappointing, but understandable. Same options as last year - roll your tickets over or ask for a refund. There was no stated deadline to request a refund, those who did not would automatically have their tickets rolled over. At the time I decided to stick with rolling my tickets over to 2022. However, a few months ago we decided to plan our wedding for this weekend and as luck would have it, my tickets were selected for the exact date of our wedding - so I requested a refund. I went through the proper channels requesting a refund from their ticket vendor ****. Weeks went by and I never got a response. After about six weeks I got a reply email from **** stating a refund check was mailed to the address on file…my old address in ******** I was never given the option to confirm or update my mailing address prior. I called **** customer support (mind you Autumn Colors Express’s phone number redirects you to **** customer support line). I explained the situation and the representative was as helpful as she could be, stating they had to request the vendor (ACE) cancel the original check and issue a new one to my correct address. I have called multiple times for follow up, left comments on the Autumn Colors Express page and everything, nothing. Finally on October 1st they replied to one of my comments and asked me to send a PM on messenger, which I did. With screenshots and proof of all the correspondence I’ve had with them thus far. They ”liked” my message in response. Three weeks later, it is now time for the event. I’ve heard nothing from them, and I no longer have the option to message them on ******** as they have disabled Messenger. Ceo won’t reply.Customer response
11/16/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Autumn Colors Express/Railexco Events regarding complaint ID *********
Regards,
******* *****Initial Complaint
05/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased tickets for the Autumn Colors Express out of Huntington WV for the fall of 2021. The trip was cancelled due to COVID and I submitted the claim form for a refund on October 7, 2021. I was told it would take 60-90 days. After 90 days I emailed them to find out the status of my refund. After numerous emails, some answered and some not, I finally received a refund check on May 9, 2022. However, the check was not signed. With only my word that the check was not signed, I was told a signed check to replace that one had been mailed. I have yet to receive it. And worse yet, I only asked that they verify the date that check was mailed. So far, my repeated phone calls and emails have gone unanswered and I have still not received a replacement check. The amount I am owed is $834.94. According to the ****** reviews, there are been other complaints made to BBB about this same business for this very reason.
Update from consumer:
I finally received my refund check. The issue is resolved. Even though I think the BBB should make consumers aware that I had to fight with these people for 8 months to get this refund.
Initial Complaint
03/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Initially purchased tickets for Autumn Colors Express Dec 2019 for Oct 2020 trip. Both 2020 and 2021 trips canceled d/t pandemic. When 2021 was canceled I opted for a refund and completed form that Railex Co asked to submit. Received an email in Jan 2021 stating that my refund would arrive in 10 business days. In Feb 2021 I called but was unable to speak to anyone as a message stated to email. I sent an email requesting my refund and was asked to provide my address as an initial check was returned as undeliverable. I provided my address again as well as a copy of the form I had submitted initially with the same correct address. I followed up by email 3 times in the weeks after this with no response at all and I have not received a refund.Customer response
04/18/2022
[A default letter is provided here which indicates that the business has not responded to you directly. If you wish, you may update it before sending it.]
Better Business Bureau:
At this time, I have not been contacted by Autumn Colors Express/Railexco Events regarding complaint ID ********. I had sent two further emails to them with no response
Regards,
******** *****Initial Complaint
01/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Bought 4 rail tickets Aug 13, 2020 for Oct of that year totaling $1669.88. Trip was postponed by business due to pandemic and rescheduled by them for Oct 2021. That trip was consequently cancelled due to repeated COVID outbreaks by the business. I requested a refund Sept 23rd after the 2nd postponement. Filed an online form with them as instructed and told that a check would be cut in 90 days. Contacted them Dec 21st informing them that I still had not received check. They responded that they had refunded to original form of payment, with attachments showing a ********** ****** (not me) with different dates, acct numbers, and email. My patience is gone. Please intervene.
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Customer Complaints Summary
9 total complaints in the last 3 years.
0 complaints closed in the last 12 months.