CSX Corp. Customer Service Issues

I am reaching out for assistance. I have contacted CSX numerous times regarding a significant landslide behind our house overlooking the CSX railroad. The first incident occurred on February 12, [redacted]. The hillside belonging to CSX started sliding, causing our property to follow suit. The situation is escalating, and we can't continue living in constant fear of another landslide. One CSX employee even expressed concern about staying in our home due to the risk of further sliding. Despite our efforts, we have not received a response from CSX on how they plan to address this urgent matter. We are running out of time as our yard is deteriorating daily, creeping closer to our house. We are seeking assistance in resolving this distressing situation at the crossing near us, OOC 19. Our details are Andrew & Donna Helvey, [redacted] Elm Street, Williamsburg, KY [redacted], contactable at [redacted] or [redacted]. Thank you.

Since [redacted], living just outside Fort Plain, NY has never been disruptive due to passing trains, until recently. The increased volume and frequency of train horns passing by since March have become a major concern. Many neighbors and communities from St. Johnsville to Amsterdam share the same frustration. The excessive noise not only disturbs adults but also wakes children at night, leading to tears and sleep disturbance. The issue stems from a new law in New York State requiring trains to sound their horns at all crossings without distinguishing between public and private crossings. A proposed change to specify "all public crossings" instead of "all train crossings" is being considered by state legislators in the upcoming Fall session of the NYS Senate and Assembly. Confirming the accuracy of this information would be greatly appreciated to address the community's plea for a reduction in train horn noise.

We contacted Dave at CSX regarding a railcar we needed. Dave mentioned that the tracks were washed out and there was a lock preventing the movement of the railcar until the track was repaired. This issue was not on our premises, and we were not involved in the railcar getting stuck. The railcar was eventually delivered on 12/13 and released on 12/18. I am inquiring about a $75 charge on our account and seeking clarification on the reason for this charge. Thank you.

I purchased front seat cup holders recently and received one for the left seat, which is unusable. I have tried it for a week, and it does not fit properly. I also received cup holders for both the left and right seats, which I have not opened because I believe they will not fit either. Could you advise me on shipping them back for a credit to my credit card? I am disappointed that they are not functional. Please respond to me at [redacted]

At the intersection where new rails, ties, plates, bolts, and spikes were recently installed. There is a sizable stack of plates, each measuring approximately 8 inches by 13 inches with 3 square holes on each side. I am requesting permission to obtain 10 of these plates. I have been advised by some to just take them, but I believe in doing what is right. Despite reaching out via email to CSX and even Mr. Foote, the president and CEO, I have received no response. I am willing to pay scrap prices for the plates if needed, though I lack information on their weight or the current scrap prices. These plates are exceptionally sturdy, and I plan to use them for a shed project. Any assistance you can provide on this matter is greatly appreciated. If approval is granted, could your email serve as proof in case of any inquiries from rail enforcement or the local police? Thank you for your consideration.

It's 10:00 p.m. in Dooly County, GA. I reside half a mile from two gated crossings on low-traffic dirt roads. A train has been sounding its horn for 45 minutes at those crossings. This same disruption occurred at 4:00 a.m. last night. This behavior is unacceptable, and excuses about safety are not valid. The train tracks between Vienna, GA, and Cordele, GA, are the location of these disturbances. This constant noise must be addressed.

I am the General Manager of the Huntsville Madison County Railroad in Huntsville, AL and require assistance with our interchange with CSX at Tanner/Athens, AL. Our company has been facing ongoing issues with CSX regarding the delay in pulling our 19 cars (BOL[redacted]6) that have been sitting at ICH since 12/14/21. Despite multiple attempts at a local level, the problem persists, impacting existing customers and hindering new business opportunities. I have had better experiences with CSX in Birmingham, AL and Tuscaloosa, AL, but the service from Decatur, AL has been very problematic. I am seeking a higher-level contact at CSX to address this ongoing issue as communication with the local representatives has not resulted in any improvements.

Good afternoon, I am Paul Rosenthal from Novel Iron Works, INC. We have been expecting a rail shipment from Nucor Yamato, but we are facing an issue. There are multiple rail cars stranded in Lowell, Massachusetts for over three months. Our long-time trans loader, Larson Reload, has been trying to reach out to Pan AM now CSX without success. Despite attempts to contact Brian King, Kenny, and Duane, we have not received any responses. This situation is causing us to lose revenue due to someone's negligence. We understand the challenges of labor shortages and equipment problems, but we need to keep our operations running smoothly. Your assistance in resolving this matter would be greatly appreciated. Thank you for your attention to this urgent matter. Sincerely, Paul Rosenthal, Director