Spartan Race

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***
The reason I am rejecting the response is because the business has not provided the service and is unwilling to give a refund after charging me deferral fees. It is a matter of them taking my money without giving me anything in return after the day of the race had ridiculous weather. The company has also misled my race times in the past by advertising 8:start times and later claiming these race events as "time windows" where they schedule you later. A very unprofessional business and am looking for my money that they took
Regards,
*** ***

Hello, As our customer service team has noted to you, you contacted us at 3pm on the day prior to eventWhile we make every reasonable effort to accommodate our racers, even if we had been able to attend to your email instantly upon receiving it, we would still not have been able to
accommodate your start time change that close to the event. The start times that you requested (10am and 12:15pm) were completely sold outPer our Change Start Time FAQ (https://spartanrace.***.com/hc/en-us/articles/203886523-2016-How-do-I-change-my...⇄ which you indicated that you read, and additional FAQ on sold out start times (https://spartanrace.***.com/hc/en-us/articles/202326888-I-want-to-race-on-Satur...⇄ we would not move you you into those times.In addition, as the team advised, we are not able to make any changes to registrations after Wednesday prior to the event, due to operational considerations.Per the information our customer service team has already provided, we will not be offering a free or reduced price compensation for this situationYou are welcome to defer your registration(s) to a future event, or to another person, per our policy described here:https://spartanrace.***.com/hc/en-us/articles/203845303-Can-I-transfer-to-a...⇄ Thank you,

Hello, Unfortunately, there is nothing additional that we can add to this matterThis was not a matter of non-response (we reply to all emails within hours or less and are available via live chat and *** 24hrs a day), but simply that regardless of whether we had been able to respond instantly or not, we would not have been able to make this change for you, since you contacted us less than hours prior to the event and the event was sold out.We provided the option to race at the time that was designated when you purchased your registrationIf you had either a) contacted us earlier, or b) spoken to our team on race day, we may have been able to assist and make some last minute adjustmentsHowever, the event you were inquiring about was completely sold out for several weeks, and adjustments were only made in exceptional circumstances, in consideration of the safety of all of our racers. As such, no refunds will be provided and your registrations are subject to the same transfer/deferment policies as all racers who are unable to attend an event. Thank you,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #***I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*** ***

Hi ***, I apologize for any confusion regarding your orderIt looks like we received an email from late on Wednesday (12/2) morning, inquiring about the status of your orderWe then received an additional email on Friday, in which you included your order informationFinally, I do see
that we've received your email as of this morning. Unfortunately, due to the increased volume during the holidays, we were unable to reply to our email from Wednesday, any sooner than this morning (business days)At 8:30am this (Monday) morning, you were sent a response from one of our Customer Service Team, regarding the details of your order, to which you have responded. In short, the particular item you ordered is back ordered due to its holiday season popularity, but should be restocked in our warehouse and shipped out early next weekAt which point, you will receiving a shipping confirmation with updated tracking information(Please note, a shipping delay notice was posted in the item description). Again, I apologize for any inconvenience this may have caused, however, our customer service team will be happy to assist you further, should you have any continued issue with your order. Thank you,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ***Please add your rejection comments below.
Again, no credit requested as I will not be able to race anywhere close to my home this yearPlease respond with a full refund or no response is needed. The November event was cancelled by Spartan Race, LLCThere are no substitutes this year within reasonable distance and who is to say that future events won't be canceled just like this one. Please refund in fullFurther responses to the contrary are not necessary and only serve to perpetuate this unpleasant experience?Regards,
*** ***

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.  
The map you are sending does not correspond with the venue or address originally listed for [redacted]. According to the original link which does not work now of course, it takes you to the exit before where the event location ending up being. The two exits are 20 miles apart. I see the pattern in responses from everyone I have spoke with and seems to be scripted. Clearly the company does not want to take responsibility in their mistakes, and leaves you to deal with an awful team of customer service reps. Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Again, could you please direct me to where on your website does it state "we are not able to make any changes to registrations after Wednesday prior to the event, due to operational considerations?"  Again, if we would have know this, we could have made other arrangements. Also, where on your website does it state that "some last minute adjustments" may be made on race day? Had either of these 2 pieces of information been available on your website, we would have been able to make other arrangements.  We are also wondering why there is NOTHING that you are willing to do for a very unhappy customer. My company sponsored a number of teams over the past few years and we were looking to increase that number this year. Why are you not willing to do any customer service?  Why are you not willing to update your website with the clarifications that have come to light as a result of our complaint. Why are you not willing to show any customer appreciation?
Regards,
[redacted]

Hello, As mentioned in the previous correspondence, this issue originates from 2014. We very clearly publish and advertise the time limits on all of our deferral options, including directly on the page where you began the deferral process. Unfortunately, we are not able to accommodate your request, such an extended time after. Our Customer Service team has provided a reasonable exception for you - offering a 50% off coupon to a future race of your choosing, as you are no longer eligible to defer your previous race. At this time, it appears you have refused this offer. If you would like to utilize the 50% off offer, please don't hesitate to reach out to us and we will be happy to set it up for you. Otherwise, no additional accommodation will be made at this time.

Hi [redacted], I apologize for the delayed response, we have received an higher than normal volume regarding our merchandise emails, due to some recent promotions. Our delayed response is in no way an attempt to make you miss the 45 day return window. We do have the dates of your communications on...

file with us and always factor that in to our responses. I do see emails from you under this email address ([redacted]), regarding your original issue, which will be responded to in the next 24 hours. However, I do not see any of the additional communication you mention from 11/13 or 11/16. Were you using the same email address for this communication?Regardless, there will be no problem exchanging your items. We appreciate your patience as we respond to your email shortly. Thank you,

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Spartan Race never answered these questions , Where on your website does it state "we are not able to make any changes to registrations after Wednesday prior to the event, due to operational considerations?" If we would have know this, we could have made other arrangements.We also want to know why if Spartan Race is not going to respond to emails after Wednesday, there no auto email responder set up? Again, if we would have received an auto response email from Spartan indicating that the matter would not be addressed in a timely fashion, then we could have made other arrangements.  Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
Spartan claims to have sent my refund check on 11/6/15. As of 11/24/15, I have yet to receive said check. I am aware of how the [redacted] works and the speed at which they usually operation, thank you. So. Where is my refund check?
Regards,
[redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below.  
Copy and pasted the address provided into google maps and it takes you to an open area near a casino. You may not have received written complaints, but your customer service at the event was crowded with racers with this issue. I simply don't want to have to pay additional fees to transfer a race which ends up totaling almost the same as paying for the race from scratch. Regards,
[redacted]

[redacted], Per our ongoing communication via our Customer Service email, we have offered the $150 credit in the form of a refund to the card that you used for the purchase, as we are not able to provide the original travel benefits. Since you did not alert us that this card was no longer valid until after the refund was processed through, we will need to verify it has been rejected. Once we are able to do so, we have offered several alternative options to receive that $150 credit (a paper check, race or spectator credits, etc.).  Thank you,

[redacted], I apologize that we can not reach a better solution for you here. If you can provide any documentation where we provided a different address, we would be happy to review it accordingly. However, all our records (including our webpage edit logs) indicate that the only published information was the information that I provided in this dialogue. We have had no other customer reports of the situation you are noting, so I have no further information to help investigate. Is it possible that you independently GPS'ed the address and maybe included the wrong name, or you googled it, instead of going to the exact address we specified?While I would be happy to resolve this in any way possible, there is nothing I can do here, without more information. If you do have further information, please feel free to contact me directly. [redacted]

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
The event was registered for based upon the Spartan Race advertising and commitment to a quality event called the Beast. This event was then cancelled and substituted for a shorter race due to lack of interest in the community for the longer distance. I have researched and there are no Beast events offered in 2015 within 100 miles and thus this change has an impact on my training and ability to complete this event as advertised by Spartan. Full compensation is warranted as the full fee was paid in 2014 and reused in 2015. Regardless of whether or not this was a credit from a previous credit card payment doesn't change the fact that Spartan cancelled and does not have a local substitute this year. A full refund is requested and warranted based upon these facts.  I do not wish to have a credit or participate in any future events.
Regards,
[redacted]

Hi [redacted], Thank you for bringing this to our attention. It looks like your email was filtered to spam (tech glitch!) when we sent it to our registration system to process the refund for you. However, your refund is being processed today (confirmed!), so you should see a full credit back...

to your account in the next 1-3 business days. I apologize for the inconvenience. We look forward to seeing you at a future event!Thank you. [redacted]Customer Service Director

Revdex.com:
I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # [redacted]. Please add your rejection comments below. 
[If you are rejecting the business's response please enter your rejection comments here.]
Regards,
[redacted]

Hi [redacted], Spartan has a clearly published deferral policy, that is available to our customers at any time, via multiple points on our website, via Customer Service,...

etc.:[redacted]This is the full written policy, including the $25 deferral fee as well as the amount of credit you will receive when deferring from an event. In fairness to all of our Spartans, we can not make an exception to this published policy. We view our Transfer/deferral policy as a fair alternative to losing your already-spent registration costs, if you are unable to attend the event. I apologize if this is not the light you see it in, however, there will be no exceptions made at this time. Thank you,

Hello, Our Insurance/Legal team has reached out to this customer directly, and is currently in the process of resolving his claims. Thank you,