Team Ortho Foundation

I contacted her and was able to figure out the situationShe did not attend the Polar race so she did not get her finisher medals, but a former employee had promised her that she could have her friend pick them up on race day if she brought her bib numberShe sent a friend to the race with her bib, her friend showed the bib and asked the volunteers to give her the additional medalsThey did not give her additional medals because there was only one person presentToday we sent her a package containing the medals, she should have them by early next week

Initial Business Response / [redacted] (1000, 10, 2015/05/20) */ Ms [redacted] , Before finalizing online payment transaction for purchasing any Team Ortho race, the racer agrees to a no refund policyAll Team Ortho race web pages provide a race change policy which includes "no refunds." http://www.polardash.org/Registration/race-change-policy.html http://www.getluckytc.org/race-change-policy.html http://www.minneapolismarathon.com/race-change-policy.html http://www.tikirun.org/registration/race-change-registration-policies http://www.minneapolisdu.org/race-change-policy.html http://www.womenrockmn.org/race-change-policy.html http://www.minnesotamonster.org/race-change-policy.html Ms [redacted] is asking to be exempted from her "I agree to a no refund" purchase verification and company policy which is detailed on the race web page because a volunteer provided incorrect information to her email inquiry of "when you say it, do you really mean 'no refund'." With regard to the incorrect information, it was corrected within approximately hours allowing Ms [redacted] to work within the rulesAs a side note, Team Ortho took race transfers, the offered change amenity, up to the morning of the race By adhering to stated policy, Team Ortho makes a concerted attempt to treat all racers the same [redacted] Initial Consumer Rebuttal / [redacted] (3000, 12, 2015/05/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) This did not satisfy the request madeI am not asking for a refund- but to simply be switched to another team ortho race

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.I am glad that they have agreed to extend the voucherDisappointed that I have to contact them againI wish they would just send out a new voucher good through It was so difficult to reach them before and that is why I went this routeHopefully they will respond when I need it

Initial Business Response /* (1000, 5, 2015/05/05) */
Thanks for the opportunity to address the issues submitted by Ms*** and by Ms*** for Mr*** and our sincere apologies to both of them for any confusion
As an overview, Team Ortho offers "Series" to encourage racers to commit
to a year of training and racingThere is no added charge for "Series" registration; however, there is a reward for becoming a "Series" memberSeries are offered in the hubs we conduct races
In the Chicago and Dallas/Ft Worth hubs, in October of 2013, when Series opened for Series 2014, Chicago and Dallas/FtWorth markets included the following races:
Polar Dash, Get Lucky, Women Rock and Monster Dash (races of which are open to both men and women)
Since Women Rock is a female race, the Chicago and Dallas/FtWorth Series were built around races since Series is open to both men and women
If a racer in the Chicago or Dallas/FtWorth market signed up for all three races offered in their market by the Series stated deadline January 2014, they received a way medal holder to hold all race medals and the Series medal
In the Chicago market, at Monster Dash and Polar Dash Expo/Packet Pick Up, Team Ortho only presented Chicago Series information to the Chicago racersIn the Dallas/FtWorth market at Monster and Polar Dash Expo/Packet Pick Up, Team Ortho only presented Dallas/FtWorth Series information to the Dallas/FtWorth racersFinally, in the Minneapolis/StPaul market at Monster Dash and Polar Dash Expo and Packet Pick Up, Team Ortho only presented Minneapolis/StPaul Series to the Minneapolis/StPaul racersWe have volunteers trained to present Series information in each city and the Volunteers are only trained in their unique market
In the Minneapolis/StPaul hub, in October of 2013, when Series opened for Series 2014, the Minneapolis/StPaul market included the following races:
Polar Dash, Get Lucky, Minneapolis Marathon, Tiki Run, Minneapolis Duathlon, Women Rock and Monster Dash (races of which are open to both men and women)
If a racer in the Minneapolis/StPaul market signed up for races in the Minneapolis market, they received a Series jacketSigning up for five races, the reward was enhanced
Team Ortho Foundation web page - www.teamortho.us - includes a "Series" tabThe Series tab details information on all market Series programs and rewards in each marketThis information stays constant until October when the data is updated for the next Series launchThe Series web link was updated in October for SeriesFor reference, I include a screen capture of the current Series tab and an example of the provided information
For racers who wished to have Series materials mailed, we added an option for Series mailingsThe fee was $
For racers who cannot attend a race but want their gear and medal, Team Ortho has a process called "Away Option." The fee for an Away Option is $
Team Ortho would be happy to mail to Ms*** and Mr*** their Monster Dash Medal, Series Medal and 4-way medal holder for the mailing fees that are now on fileWe will provide Revdex.com by email to you the tracking number of these mailings
We hope the full explanation of how Series programs and the rewards that were developed in for Series for all markets assists in answering Ms***'s questions
Initial Consumer Rebuttal /* (3000, 7, 2015/05/05) */
(The consumer indicated he/she DID NOT accept the response from the business.)
The response " Team Ortho would be happy to mail to Ms*** and Mr*** their Monster Dash Medal, Series Medal and 4-way medal holder for the mailing fees that are now on fileWe will provide Revdex.com by email to you the tracking number of these mailings." is quite confusingIs this saying they will be sent or they will be sent after we pay the request fee again?
I do not feel as though we should have to pay additional fees to have the proper medal and display sent to us since we have already previously paidThe proper items should have been sent in the original request with that payment

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me

Team Ortho would be happy to provide Ms*** an extension of her $credit for Women Rock (or any one other race) Prior to registering for Women Rock 2017, Ms*** should email me and I will secure and email her back a current $off code. Best
wishes Marlene *** marlene.***@outlook.com Team Ortho www.teamortho.us ** *** *** Rosemount, MN

Final Consumer Response /* (2000, 5, 2015/10/29) */
Customer indicated that a refund was received on 10/28/

I contacted her and was able to figure out the situation. She did not attend the Polar race so she did not get her finisher medals, but a former employee had promised her that she could have her friend pick them up on race day if she brought her bib number. She sent a friend to the race with...

her bib, her friend showed the bib and asked the volunteers to give her the additional medals. They did not give her additional medals because there was only one person present. Today we sent her a package containing the medals, she should have them by early next week.

Thank you for providing the information submitted from Ms. [redacted] and for allowing Team Ortho an opportunity to respond.   I include the email and offer sent to all racers.   The rationale behind the offer was based on the services received:   9k of a 10K Chip timed so ordinal...

ranking is correct Medal(s) Race Water Post Race water, beverage and food Champagne Flute with Women Rock logo Gear          Dear Women Rock 10K Runner:   Thank you forjoiningus for the 2016 Women Rock races this past Saturday. It was a great day to celebrate strong women & girls!   We would like to alert you to a problem that we experienced with the 10K race. Due to our measuring error (placing the turn-around too early in the course), the course was 1 kilometer short- in other words, the 10K race- was only 9 Kilometers long.   To help you see your true results for the race, we have adjusted our data to show the actual distance and your actual pace. You can look at your results by clicking this link: http://www.mtecresults.com/race/show/4551/2016_Women_Rock-9K   We know you trained for this race and it may be disappointing to have the course be different than you expected. We offer our humblest apologies and, to give you an incentive to keep running, we will offer all of our Women Rock 10K runners a $10 credit on a future Team Ortho race.   The $10.00 offer is valid through October 31, 2016. The credit will be automatically added to one future race when you register (with the same name and date of birth you used when registering for the 2016 Women Rock)   2016 race:https://secure5.marathonguide.com/register/MonsterSeries/2016raceseries/ind...⇄ 2017 races:https://secure5.marathonguide.com/register/monsterseries/2017raceseries/in...⇄     Thank you again for being a part of Women Rock 2016. Keep running. Best wishes.   Marlene [redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.However, it is 100% unacceptable that I had to make a Revdex.com complaint, and an official demand of the company, to receive my refund....

 That is truly an unsavory business practice on behalf of Team Ortho.  Thousands of people signed up for that race.  To even imagine that Team Ortho will issue individual checks to each participant is absurd.  To think that they will only issue refunds when formal complaints are registered and demands made is unconscionable.  Team Ortho is a despicable company.  Sincerely,[redacted]

Here is our email response to [redacted] (we also left a message on [redacted]'s phone the day we received the Revdex.com letter)   Dear [redacted], Your 2016 Series medal was mailed to you yesterday,  the USPS tracking no. [redacted] Sorry for the delay. Sincerely Team Ortho...

Foundation   We tracked the package and it is  scheduled for Delivery on May 4th.

Initial Business Response /* (1000, 10, 2015/05/20) */
Ms. [redacted],

Before finalizing online payment transaction for purchasing any Team Ortho race, the racer agrees to a no refund policy. All Team Ortho race web pages provide a race change policy which includes "no refunds."
...


http://www.polardash.org/Registration/race-change-policy.html
http://www.getluckytc.org/race-change-policy.html
http://www.minneapolismarathon.com/race-change-policy.html
http://www.tikirun.org/registration/race-change-registration-policies
http://www.minneapolisdu.org/race-change-policy.html
http://www.womenrockmn.org/race-change-policy.html
http://www.minnesotamonster.org/race-change-policy.html

Ms. [redacted] is asking to be exempted from her "I agree to a no refund" purchase verification and company policy which is detailed on the race web page because a volunteer provided incorrect information to her email inquiry of "when you say it, do you really mean 'no refund'." With regard to the incorrect information, it was corrected within approximately 48 hours allowing Ms. [redacted] to work within the rules. As a side note, Team Ortho took race transfers, the offered change amenity, up to the morning of the race.

By adhering to stated policy, Team Ortho makes a concerted attempt to treat all racers the same.
[redacted]
Initial Consumer Rebuttal /* (3000, 12, 2015/05/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
This did not satisfy the request made. I am not asking for a refund- but to simply be switched to another team ortho race.