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Crossroads Events And Timing

2508 Cruft St, Terre Haute, Indiana, United States, 47803-3429

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I was exposed to COVID and I cannot participate in one of the crossroads races for the health and safety of others. The group refused to give me any kind of refund and took my money. They also wanted to charge me an additional $10 to send me my packet. The president who emailed me was impersonal-able and their company only cares about money.

Crossroads Events And Timing Response • Aug 24, 2020

I just received your letter stating the complaint from *** and wanted to write to explain the situation, the complaint, and the false information presented to you by ***. At the end of this explanation I will copy and paste ***'s email to me as well as my response to her and I think you will see it was very professional and personable.

*** emailed us on 8/18/2020 informing me that she had been exposed to COVID and that she could not race with us. She then asked if we could mail her the race materials or if we could transfer her entry to another race. I informed her that unfortunately I could not transfer or refund her entry because we have already purchased all of her items and several of these items are personalized to her. (Custom bib#s, t-shirts, medals, etc.) our refund policy is also stated on our website for the race at the bottom of the page: https://www.crossroadseventsandtiming.com/thunderinthevalley

If you read the policy it states: Refunds will be considered but are not promised with written request via email to the race director 2+ months out from the event. From 2 months out to 2+ weeks out you will not receive a refund but could use your entry fee as a credit towards participating in another one of Crossroads Events' events that takes place within the same calendar year. There will be no refunds or credits given out 2 weeks and less from the event.

I wish we could do something different but unfortunately we have a lot of money wrapped up in the items we have provided to participants that we cannot change even 3 weeks out from the event even though our policy is 2 weeks out. Basically past that point if we were to scrap a registration at the last minute we would go in the negative approximately $20 / person we allow to do this.

Even though it is not with policy I told *** I would be very happy to mail her all of her race materials so she could participate virtually and I only asked her to please cover shipping which is normally around $15 but I just asked her to send $10 for me to ship her all of her race items. obviously didn't like this and instead of even seeing if there could be another solution she stated my company was a joke and she would make sure other people didn't sign up for my events. To prevent further conflict from an aggressive individual I chose not to respond to this last engagement by *** because I did not feel there was anything else we could do since we already went outside policy to try to find a solution for her and she was very nasty about that resolution.

I hope this does not hurt our Revdex.com score we try very hard to uphold an awesome reputation and give our participants the very best experience we possibly can. COVID has really hurt our industry of event management this year (we are down at least 50% of revenue due exclusively to COVID) and as much as I wish we did not have to stick to policy we really have to now and what we do is much more lenient than other race directing companies. This policy has been on the webpage since the inception of this race and is required by USA Triathlon the sanctioning body for triathlons.

***'s 1st email - 8/18/2020

Name: ***

Phone: (***

Email Address: ***@gmail.com

Subject: Thunder in the Valley Triathlon

Message - (If you are contacting us for a race quote please include the following information concerning your event: location, size, and # of timing locations - we can always advise you if you are unsure of what you need): Hello, I have been signed up for the Thunder in the Valley Race for months now and was really hoping to race. However, I have been exposed to COVID and can no longer race as I have to self quarantine for the next 14 days. Is there anything I can do? I know that the site says that no refunds or credits will be given within 2 weeks of the event. This is a unique circumstance and I was just wondering if there was anything I could do. Can my stuff be mailed to me or anything like that? Is there anyway to get a credit towards another race?

My response - 8/18/2020

***,

I am so sorry to hear that you have come down with COVID and I wish you an extremely speedy recovery!

Unfortunately being less than 2 weeks out from the event we have already purchased all of your materials like your custom bib#, t-shirt, finisher medal, etc. so we are unable to defer or refund.

However if you would like me to mail all items to you and you could do the race virtually then I would be happy to do that for you! We just ask that you send $10 to cover the shipment of all of your items.

If you would like to do this you can either mail a check for $10 to:

Crossroads Events

2508 Cruft Street

Terre Haute, IN 47803

Or you can venmo it along to: ***

Please let me know if I can answer any other questions for you!

Have a great day,

Ethan P

***'s last response: 8/19/2020

You already got money from my registration. You’re not getting anymore money from me because I was exposed to COVID. Glad to know your organization is a joke I won’t be signing up for anymore of your events and best part is I coach so I’ll make sure my athletes don’t do your events either :)

As stated I chose not to respond to her last message / threat.

Please let me know if I can provide any more information or if there is anything else I can do!

Have a great day,

--

Ethan P

President

Customer Response • Aug 24, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined the response would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

Regards

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Address: 2508 Cruft St, Terre Haute, Indiana, United States, 47803-3429

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