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Business Profile

Railroad

Manitou & Pike's Peak Cog Railway

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Railroad.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/11/2024

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    The Cog railroad engages in false/deceptive advertising. For a trip on June 17, 2024, I paid extra to choose my seats. The diagram from which to choose the seats was a car with 18 rows of seats. I choose 10 seats (2 rows of 5) that were shown as facing each other. When we boarded the car had 21 rows of seats. This meant the 2 rows I purchased were back-to-back, not facing each other. We could not easily have conversations. I promptly emailed the company with my concern, asking for an explanation and perhaps some compensation, The response I received was boilerplate. I now would like the price of my tickets refunded.

  • Initial Complaint

    Date:06/20/2023

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Reservation # ****** Date 6/12/2023 Amount Pd. $5719.00 Was told for every 25 tickets, we would receive 1 comp ticket. We have paid for 100 tickets. We were told parking is $15. After the ticket purchase, I was told parking was $20. Me being the person relaying this information, collecting the money and paying, now look like a liar. After looking at the correspondence, it does say buyouts get no comps but it does say there is one comp for every 25 tickets in other correspondences I am sending you our correspondences..

    Business Response

    Date: 06/30/2023

    **************** is correct, groups that have more than 25 people receive one complimentary ticket per 25 ordered. However, **************** has opted for a buyout and therefore is required to purchase every seat on the train car. We reserve the right to increase or decrease our parking fee without prior notice.

    Customer Answer

    Date: 07/03/2023

     
    Complaint: 20209385

    I am rejecting this response because:

    Sincerely,

    ***************************

    No where does it say or was I ever told that the parking could or would be increased.  We did ride the Cog Train and everyone had a wonderful time.  The staff was amazing.  I paid in advance for 100 tickets and only used 97.  I went to the ticket booth after our trip and asked for a refund for the 3 we did not use.  They told me that I needed to contact ********************* via email as he was not there today   The drivers were not happy paying $20 when they were told parking was $15.  I still feel that **** misrepresented the fees and I believe what I submitted proves this.

    ***************************

     

Manitou & Pike's Peak Cog Railway is NOT a BBB Accredited Business.

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