Complaints

This profile includes complaints for Maine Narrow Gauge Railroad Co. & Museum's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Maine Narrow Gauge Railroad Co. & Museum has 2 locations, listed below.

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  Maine Narrow Gauge Railroad Co. & Museum

  49 Thames Street Portland, ME 04101

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  Maine Narrow Gauge Railroad Co. & Museum

  58 Fore St Portland, ME 04101-4842

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.

• Initial Complaint

  Date:12/06/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  This incident happened Sunday December 3,2023 We boarded the Polar express train in ******** through the narrow gauge railroad. We sat at our seats. my one year old was in my lap she touched the glass window. It shattered all over her. She started to bleed from being cut. They continued to board people even after seeing this incident. I told the employee we needed a first aid kit as soon as possible. they came and worked on the window and had to move before bringing the kit. I was covered in glass and her hand was covered in blood. It took them 10 minutes to come give us a safety kit. Instead of sending in the paramedics we had to do it ourselves. we had to take her to an urgent care where she had to get x-rays to make sure it wasnt glass in her hands we spent over three hours there. so much pain I had to take a day off from work. I would like the cost of the medical care I had to pay for out of my pocket. They had no safety plan in place, and no consideration for her safety at all not concerned that she was injured from one of their windows. We also overheard staff talking about how this happened earlier this season. They should not be considered acceptable and it is not a safe situation for families with young children if these windows arent up to code for a childrens event.

  Business Response

  Date: 12/22/2023

  Hi, this customer's young child was unwatched by her parents, and their child repeatedly knocked and pounded her hand on a glass window, eventually causing it to break. The window could not have broken unless the guest was applying a great amount of pressure repeatedly against the glass. 

  When the window broke, our personnel took immediate steps to remove the guests from the problem area. An onsite paramedic immediately provided first aid treatment and recommended a number of urgent care facilities nearby. We then offered the customer and her family a 100% refund of their tickets, and we implemented an action plan among our staff to improve our response to similar incidents should they happen again in the future. 

  The nature of operating 100+ year old railroad equipment means that certain parts will break, especially if young children aren't supervised by their parents and cause damage to the train. However, we responded to this incident with speed and care, with utmost professionalism.