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Business Profile

Railroad

Autumn Colors Express/Railexco Events

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Railroad.

Important information

  • Customer Complaint:
    Consumers have recently complained that requested refunds have not been received, after trips were cancelled in 2020 & 2021 due to COVID. The company also has not replied to any complaints forwarded by the BBB. 

Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 0 complaints 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:01/06/2023

    Type:Product Issues
    Status:
    UnansweredMore 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.
    I originally made a reservation on the 2020 Autumn Colors Express, only for that reservation to be cancelled and rolled over to 2021 due to the COVID-19 Pandemic.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 Answer

    Date: 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

    Date:11/21/2022

    Type:Product Issues
    Status:
    UnansweredMore 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.
    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 runaround
  • Initial Complaint

    Date:11/15/2022

    Type:Product Issues
    Status:
    UnansweredMore 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.
    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

    Date:10/31/2022

    Type:Billing Issues
    Status:
    ResolvedMore 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.
    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

    Date:10/21/2022

    Type:Product Issues
    Status:
    UnansweredMore 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.
    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 Answer

    Date: 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,



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

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