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 # [redacted]. Please add your rejection comments below. 
Dear Spartan Race,   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?" Even your representative [redacted], conquered that this was not clear. If we would have know this, we could have made other arrangements.  We also want to know why if you are not going to respond to emails after Wednesday, is 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 satisfy my issues and/or concerns in reference to complaint #[redacted].It was never noted that the extended refund would take additional processing time, and I do feel that it is incorrect of the business to assert that this is in fact true. I refer to the email correspondence with the business that was attached directly to the complaint and constitutes my full interaction with them. Provided that the check is received in a timely fashion (less than 30 days elapse from the given date of 11/06), I will consider my complaint satisfied.
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].
So far I have paid you $178 from my registration and transfer fee. All you are offering me is $99 back after I transfer to another person. I can understand the $25 transfer fee, but why am I not getting the full balance of $153 back? Also, it is completely insane that you do not have a contact number. What business does not have a contact phone number? The fact that you do not have a phone number for your clients/customers to call shows how much you care about the satisfaction of your customers. I would like the full balance of $153, not just $99 of it.
Regards,
[redacted]

Hello, I apologize for any confusion regarding our transfer/deferment policy. However, ALL fees and procedures are laid out clearly in our FAQ regarding this: https://spartanrace.zendesk.com/hc/en-us/articles/203845303-Can-I-transfe...⇄ />
you wrote to our Customer Service on December 01, you indicated that you had read this FAQ. It was also re-sent to you on December 04, after you had some additional questions. As noted in the FAQ, you do not receive the full amount of the original purchase price as a credit. Additionally, there is a flat deferment fee, and the customer would be responsible for the insurance for the new day and any price difference. In some cases, this can all even out to simply paying $39 to defer ($25 deferment + $14 racer insurance fee for the new day), while in others, there can be more costs associated with it - depending on the price of the event you'd like to transfer to, when the transfer was requested, etc. Please note, that deferment (per the specifications in our FAQ) is optional. If you can not attend, you may simply forfeit your entry. However, if a racer does choose to defer to a new race, our deferment policy applies and it is up to the racer to determine if  - based on their individual circumstances - the deferment option makes sense for them. Thank you,

I am sorry to hear you were injured and unable to attend our event. As our customer service team noted, we do not offer refunds in the event that you can not attend, which is publicized (and agreed to in our Terms & Conditions) during the registration process, as well as in our FAQs. Due to the...

more extreme nature of our athletes and their training methods, unfortunately injuries prior to events, are common and not something we can refund for. That said, in order to accommodate our customers, so that all registration monies are not forfeited, we do provide the option to transfer to a future event of your choosing (or even to another person). A Customer has 90 days after the event to initiate this transfer and a full 180 days after that to utilize the resulting "deferment code" to register for a new event (or pass on to another person to use). This transfer option is certainly optional and all costs and processes are delineated in the FAQ that was sent to you after your initial email ([redacted]). However, we find that many of our racers who have sustained an unexpected injury (or conflict of dates, etc.) would prefer to utilize our transfer option, than just forfeit the registration entirely. We do charge for this, as there are administrative logistics that must be undertaken behind the scenes to move a racer that is expected at one event, to a new event. As the CS Team noted, we do not have a Customer Service phone line. We do offer email and Live Chat support, for any more urgent concerns that our customers may have.Thank you,

[redacted], It appears that your contacted our company three times via live chat and were provided the information multiple times, that the morning time slots were sold out.On April 8th, you contacted the Customer Service team who advised you that the morning time slots (where your team was) were...

full and you would not be able to race at that time. At this time, you were also advised that the only open slots where 4:45pm or later. At this time, you were also advised that we do not do customer service via phone and that if you would like to speak with a manager, they would be happy to email you within 24 hours.On April 11th, you contacted the Customer Service team with the same question - wanted to race with your team in the morning. At that time, you were also advised that the morning heats were sold out and we would be unable to move you to them (it seems you registered for the late afternoon time, April 11th between those two conversations). Again, on April 16th (The day of the race), you contacted the Customer Service Team Live Chat and expressed your frustration and requested a refund. At which point, the customer service team let you know that we do not provide refunds (as stated in our FAQ and during registration), but that we did have a deferral process that you may use to transfer your unused entry to a future event (applicable fees apply, as described in the FAQ that was provided to you). In addition, after the April 8th Chat and the April 16th chat, your concerns were addressed via email by two of the customer service managers, who both provided the same information to you. No refund will be provided, as you were advised, prior to registering, that there was no space available in the morning heats and we would not be able to move you into the morning time slots. If you chose to register for the afternoon, regardless, that is your choice. You would be subject to the same rules as all of our other racers: You have the ability to defer the unused entry if you did not race (applicable fees, as outlined in the FAQ). If it is critical that you race with your team group, we suggest always registering well in advance, as morning heats - particularly at popular events like [redacted] - do sell out quickly. When an individual is trying to register a week prior to the event, there is generally very little we can do to adjust start times. For the safety of all of our racers, we have maximum capacities for each start time - indicated by the Sold Out status of the heats.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I filed a complaint regarding this Business 2 weeks ago regarding an issues and frustration regarding a race the Company offered to give me that refund . However in my statement I clearly stated that I needed to update my Payment method in order to get that refund, because since then I have changed bank. I heard nothing back from the CSR AJA so I once again reach out to the customer care team Via [redacted] and Via Spartan email since contact with AJA was only through the Revdex.com website and stated the issues and the resolution I not only was given the run around once again like my previous complaint it also took several different CSR to get an answer where the final one told me to send an Email and put this person name in the subject AJA I did so again to be told that they would forward this to this person which after almost a week I have yet to hear anything back.. I really think this company needs to re- train their staff on a cohesive way of handling customers as it stand they do a very poor job and its really frustrating and does not represent a brand of discipline well. Never the less I am once again.. filing a complaint I would like my refund and I would like to update my payment method since 1 The CSR clearly did not read my statement and 2 Good customer service would have been them telling me “ Please let us know if your payment method is still correct .. etc.. Before issues a refund and I was told I would be receiving a refund Here are the Invoice # for my refunds.. 1. My spectators pass - Invoice Number: [redacted] $.21.90 tax not included Confirmation Code: [redacted] 2. My actually race Invoice Number: [redacted] - $ 138 tax bot included Confirmation Code: [redacted] I can be reached by Email , [redacted] SO I may provide MY NEW PAYMENT METHOD  A FULL PROMPT REFUND I can be reached by Email , [redacted] SO I may provide MY NEW PAYMENT METHOD

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. It has been twelve days since Spartan says that they sent my check. I have not received anything. This is terrible customer service! 
Regards,
[redacted]

[redacted], I apologize for any confusion this may have caused, however, our system was working correctly during registration. It appears that there may have been some miscommunication on your end, when registering with your husband. On 11/28 at 10:54 am, you purchased two registrations...

(one for you and one for [redacted]) and used the email address: [redacted] The confirmation email was sent to this address (it looks like that may be [redacted]?) at 10:54 when you completed that registration. On 11/28 at 12:00pm, you purchased another two registrations (again, one for you and one for [redacted]) but used a different email address: [redacted]. Confirmation was sent to this address (I'm assuming that's yours) at 12pm, when you completed those registrations. My guess is that you didn't realize that you had purchased the registrations initially using [redacted]'s email address, so you didn't check there for the email confirmation. However, in both cases, an email confirmation was sent. Spartan Race does have a strict no-refund policy, which was why you were provided the option to transfer your registration, instead. Under any circumstances, we would not have refunded these charges, as they were done over an hour apart, on two separate email addresses. From our perspective, I'm sure you can understand how these are perceived as two legitimate sets of charges. We have many racers that purchase multiple registrations, so this would not raise any red flags. That said, as a courtesy, in acknowledgement of your husband's service, I have refunded one set of charges ($223.38).  Your other set of registrations (which it appears you have begun the transfer process with), will remain active. Thank you,

Hi [redacted], Thank you for getting in touch. However, at this point it does not appear we have successfully received any email communications from this email address, or the other email address we have on file for you ([redacted]). That would be why you have never received a...

response from us - if you have unsubscribed from any of our emails at any point, or marked them as spam, this can cause support emails to not go through. If you ever encounter the situation where you are not getting a response from Customer Service within 48 hours, please don't hesitate to contact us by our more immediate channels - [redacted] private message, or [redacted] from anywhere on our website. Regarding your original issue, it seems that there must've been some confusion or missing information here. Regarding the event that was cancelled, we offered the option of a full refund, or a free transfer, to all racers several times, following the event. These offers were sent via email, so possibly, given the trouble with the email, you did not receive them?I have processed a full refund for this event for you, which should be credited to the card you used for that registration in the next 1-3 business days. We would never penalize our racers for a cancellation that we made. We'll hope to see you at an event in the future,[redacted]Global Director of Customer Service

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 #[redacted]. I would like to respond to the Spartan business that they need to work better on communicating with customers. Several attempts by me to them through various means of contact were attempted with no response. It wasn't a 3 day deal. When I placed the order the product was not on backorder. Failure to have an accurate inventory of stock is not good business practice. If I would have know it was on backorder I would not have ordered it. I understand that by choosing to accept the business response that my complaint will be closed as resolved, however any further delay in my order or lack of communication will result in yet another complaint through the Revdex.com as I have not received my product or compensation.
Regards,
[redacted]

Hello,  I'm sorry to hear you have not received your check yet, however, I have verified that it has been mailed (it was processed and completed 11/06 and mailed within 48 business hours after, putting the actually post office receiving date at 11/09 ). While we generally see mailed items received within 5-7 days, we have no control over the [redacted] schedule. It may be 14 business days (after 11/09)  before your check is received.  Thank you,

Hello, I apologize if you felt that any of our staff interactions were rude or unprofessional. In reviewing those communications, it does not appear that they were intended that way, but text-based communications are always subject to individual interpretation. Our team was not misleading you about the availability of the start times you indicated. The Morning start times that you were looking for have been sold out for several weeks prior to your contact with us. Unfortunately, just because you may know of a person that has dropped out of it, does not necessarily mean that that spot is still available, as our registration is "live" and that spot could be taken by any visitor to our site. The suggestion to restart your browser was a valid one. Due to the complex nature of our website (and the way it uses cookies to identify our customers), customers sometime have trouble seeing the most current information, due to what is saved in their browser cache. Often, a browser reset can correct this for the customer, allowing them to see the most current information. Regardless, we have included this notice on our website, directly below the pricing tables, to address this:Notice: Despite our best efforts, please note that our website may contain typographical errors or inaccuracies and may not always be complete or current. Spartan reserves the right to correct any errors, inaccuracies or omissions at any time (including pricing), without notice. Please check with the registration provider to get the presently applicable pricing and local currency conversion rates.While we can appreciate how frustrating it must be to not be able to race in the exact start time that you want, our races do often sell out weeks in advance. Attempting to register 8-10 days prior to an event does not allow for a wide choice of start times, as you have experienced. You knowingly purchased a spot in our afternoon start times (11:15-6pm), 5 days prior to the event. During that registration, you selected a "preferred" start time of 3:15-6pm. As such, we provided exactly what you purchased - a start time of 5:45 to the event, after advising several times that we would not be able to move you into the morning. You chose not to attend the event, so you are now subject to the deferral rules and fees that all racers are, if you would like defer your unused entry to a future event. No further compensation will be provided.

[redacted], I apologize for the delay in the initial Customer Service response; I was out of the office and unable to attend to your issue. To reiterate what I have just sent to you via the Customer Service email:We are unable to process refunds back to a different card/account than the one used for the purchase. However, you may check with the bank associated with the card, as if you have any other account with them, they are often able to push the credit to the new account for you. This refund has not been returned to us, so it may just be in a pending state with your bank. If you would prefer, we can send a refund via paper check (in the mail). However, this will take 1-2 weeks to reach you. Please confirm the mailing address you'd like to send this to, if you prefer this option. Thank you,

Good Afternoon, Unfortunately I am showing you did sign up for the event two different times which is why they were charged two times. While we do have a strict no refund policy based on the circumstances I am seeing we were able to respond to your email and provided a refund to you yesterday....

As we had 2 events occur over the weekend the focus was on those events, and did cause a delay in being able to respond to you in a timely fashion. I do sincerely apologize for that delay but am hopeful everything is now resolved for you. Thanks,

[redacted], As I noted in the correspondence with our Customer Service helpdesk: If you would like to receive the $150 credit and your bank is not seeing the credit (which is odd, because it has fully processed through and deducted from our accounts on this end), we can offer the credit in a couple of different ways, as I mentioned earlier:1) Mail you a physical check (if you would like that, please confirm your mailing address)2) We can provide $150 worth of race/spectator credit. However, you would need to note what races you would like to use this toward, and we can set this up. There is no way for us to just provide $150 towards spectators in general, you'd need to list all the races you'd like to use the credit for. We can do a combination of race and/or spectator, but again, you'll need to be specific how you'd like to split up the $150 and toward what items. Please continue your correspondence with our Customer Service inbox and we'd be happy to help reach a resolution here.

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. 
I never said the free spectator pass was included in the annual pass I purchased. What I said was that I am requesting free spectator passes be added due to losing the discounts on travel in the Spartan Membership Rewards (that is no longer available). As for the link, it did not work therefore could not be used. Cannot use something if it does not work, however [redacted] still proceeded to get 3 people to sign up hoping your company would be honorable enough to still give him the credit after he explained that the link did not work. As for my credit it cannot go on the card I originally used because that card and account attached is closed. A credit would have to be given to another card or in another form. Like free spectator passses like I originally requested as a possible solution.
Regards,
[redacted]