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Business Profile

Railroad

Blue Ridge Scenic Railroad

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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Complaint type

  • Initial Complaint

    Date:09/14/2022

    Type:Service or Repair 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.
    My husband and I paid $539.15 for 13 tickets for our family to ride the BR Scenic Express on Sunday, September 4th at 3:00 p.m. Our son arrived and picked the tickets up at 2:40 p.m. Part of our party and I met him and was standing on platform D waiting for the rest of our party to arrive. The rest of the party including my husband Greg and our disabled nephew, who is a childhood medulloblastoma cancer survivor (had to learn how to walk again so he is very slow and has to have assistance), had parked and were on their way to meet us; however, none of our cell phones got a signal in downtown Blueridge (Verizon) and we were not able to call or text to tell them they needed to be on platform D. We did wave to them, and they began heading our way. The lady on platform D told me (Lucia) my party needed to walk towards the ticket booth and the train would come pick us up there. I thought this was a strange request and told her the rest of my party was headed this way. She insisted, so my party then began walking back towards the ticket booth and stood in front of it as instructed. The train started and took off in the opposite direction. I still do not understand why the lady on platform D instructed us to go stand in front of the ticket booth. I thought it had something to do with my nephew being disabled, but he is able to walk (although slowly) and can climb steps with assistance.
    After the train left us, I walked into the train station and asked for a refund. The lady at the counter, Janine Gilfilian, asked to see our tickets. I handed them to her. She then said she is not authorized to give refunds. She gave me the name and number of Rachal G*** and told me to call her. I then asked for my tickets back and she would not give me our tickets back. I do have a picture of her laying our tickets out on the floor because I told her if she would not give them back to me, I needed to get a picture of them. Rachal G*** has refused to give us a refund.

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