Vavi Inc

Review: On October 15, 2013, I requested a refund for three tickets I had bought to an event. I received an e-mail back stating the refund was processed on October 17, 2013. The e-mail stated the refund would be credited to my account in 5-7 business days.

On October 30, 2013 (10 business days later) I contacted ROC Race (Vavi Inc.) Inquiring the status and outlining my intentions. Later that day, I received an email stating "Please be advised that our payment processor has informed us that it may take longer than the normal 7-10 day window to hit your card due to the unexpectedly high volume of activity and the manual nature of their refund process." Vavi Inc. further stated "There is nothing further that we can do to expedite this process."

The Company originally posted their policy on their website as 5-7 days and has since changed it to 7-10 days if not more. I have attempted to contact this company multiple times to inquire about the problem with the refund. It seems I get a different answer every time I call. This company is using stonewalling practices. To date, it has been 12 business days and I am still without a refund. This company has no intention of issuing a refund.Desired Settlement: I would like the refund to be processed to my credit card immediately.

Business

Response:

The matter is currently resolved and the customer was credited in full on 11/5/13. The ROC Race NYC event was postponed one week due to the lengthy government shutdown and the venue, which is located on federal land, being forced to close. ROC Race held a successful make up race date one week later at a different NYC venue that satisfied thousands of its customers, and transferred many more who could not make the new date to a 2014 registration.

Though ROC Race has a no refund policy on registrations, it made an exception for this unpredictable event postponement and granted refund requests until 10/16/13 to satisfy customer demand. However, the much larger than expected volume of refund requests made the manual task of processing refunds take longer than originally communicated by Active Network, the payment processor for ROC Race. To clarify, this customer was notified by email after his refund request that it would be processed and was always in queue to receive his refund. The complaint is due to the length of time taken to receive the refund, not the lack of refund offered.

ROC Race discussed the matter with this customer by phone. Per the conversation, ROC Race reached out to the customer twice by email to follow up and confirm he is satisfied with the resolution and received his full refund, but did not receive any response.

Review: I signed up for a half marathon training class. I paid my dues but was not provided with a contract stating that I would not be able to receive a refund without a doctors note or that despite never using the service that my money would be held hostage by a company that is obviously so hard up for cash that they have to refuse a refund for services never rendered.

I called in to cancel and was treated very poorly. I was told I would need a doctor’s note… I attended a meeting, purchased shoes and clothing and signed up with every intention of running why else would I sign up? I hurt my knee and never attended a training session thereby not inconveniencing anyone or utilizing services in anyway. I was still refused a refund. I don’t need to pay a copay of 50 dollars at my doctors office and provide any personal medical information to this company just because they say so. My medical records and history are protected under HIPPA and they have no right to ask for it I have verified this with legal council and if my money is not immediately refunded I will sue them. I don't need a doctor’s note to know my knee hurts and the insinuation that I am somehow trying to get over on their organization is astoundingly insulting.Desired Settlement: I want a sincere written apology from VAVI and an immediate refund or I will take this to a whole other level and we will see how smug they are in court! The refund must include an apology!

Business

Response:

Review: I register for teh ROCRace put on by this orginization on July 2nd. Due to unforseen issue I am needing to cancel my registration. The company will not offer a refund for the event.Desired Settlement: I wish for a full refund.

Consumer

Response:

This issue has been resolved.Thanks,