The Color Run, LLC

Hi ***,Happy to help offer some clarification here for you Like two of my team members told you, the insurance offered on our registration form is offered by a third party provider, AllianzLike any insurance provider, not everything is covered Allianz provides purchasers all of the coverage details right on the page where you select the insurance option I've attached a screenshot called "Allianz" that shows the ability to click on the coverage details And then, HERE is where the "Coverage Details" link takes you Please feel free to check that out and get more clarification on what Allianz covers and what they don't.I was saddened to hear that my team may have told you that "this was not our problem." I've looked up both of the emails you sent over on 9/ My team members Emmy and Sadie answered them and gave you the following responses I do not see that you responded back to them....nor that they told you "it was not our problem and that you would not be issued a refund." Hi ***!Thanks for your email! We're so sorry you're not going to be able to make it this weekend!The $registration protector insurance is a 3rd party provider, Allianz, and not provided through ACTIVE.com or through The Color RunIn order to file a claim, you will need to contact Allianz directlyThey can be reached at ###-###-####Thanks!Peace, love, and color~Have a colorful day!Sadie ________________________________________________________________________________...⇄ ***We are going to miss you so much!! The $registration protector insurance is a 3rd party provider, Allianz, and not provided through ACTIVE.com or through The Color RunIn order to file a claim, you will need to contact Allianz directlyThey can be reached at ###-###-####Thanks!Be sure and check out the Happiest 5k store for some great gear!Have a colorful day!Emmy While we do not offer refunds, per the refund policy you agreed to when you registered....I would be more than happy to allow you to move your registration to another event on our tour When you see an event on our schedule that will work for you, simply email me directly and let me know and I'll get you a 100% off code to register.Thanks,Chiara F*Director of Customer Service [redacted] @thecolorrun.com

Hi [redacted] ,Thank you for your email We understand your concern and frustration The weather is a tricky element that is always changing Let me help try to shine some light on the multiple points you brought up in your emailOur #priority is the safety of our participants and staff members We have held a lot of events safely in rainy conditions And our participants have really enjoyed them! However, we work closely with city officials, local authorities, and a team of weather advisers in every city to ensure the right decision regarding holding or cancelling an event is made It is not a decision that we as a company make on our own Along with the city, we choose to make a decision until closer to the start of the event to ensure we are not unnecessarily cancelling an event that thousands of people have registered for and are planning on attending When participants register for our event, they sign and agree to our Refund & Weather Policy We take pride in making this information available to all of our participants before they register and easily accessible after they register to use as a reference when weather is a concern.We hope that you will continue to be patient with us as we watch the weather and make a decision with the city that is best for all of our Color Runners If you have any further questions, comments, or concerns....please do not hesitate to reach out to me directly.Thanks,Chiara F*Director of Customer Service [redacted] @thecolorrun.com

Hi ***,Happy to help clarify a few things here for youWe never canceled our Soul Pose Rochester event, but we did change the date from August 5th to November 11thPer our refund policy, if we change the date of an event...participants are able to get a full refund if they contact us within the time frame we advertise in our email communication regarding the date changeOn July 21st we emailed all registered Rochester Yogi's notifying them of the date change and gave a week period for Yogi's to email in to request a full refund if the new date did not work for themWe also gave our Customer Service team the ability to make exceptions for Yogi's and still allow full refunds for another weeks after thatSo the refund window was open for a total of one monthWe did hear from of your team members during this time and were able to fully refund them, but we did not hear from you or the other members of your team, so your registrations stayed confirmed I can see that these other team members did attend the event on Nov 11thWe were unable to locate any email from you prior to Nov 8th, days before the event, requesting a refund like you stated you sent usThrough your email communications with one of our Customer Service reps, Ashley, it looks like you were also unable to locate or find any proof that you did send us an email requesting a refund.You did originally pay $for your registration on July 12thHowever, the very next day we honored a sale price for you....refunding you $and taking your registration fee to $It also looks like our customer service rep, Ashley made an exception for you and refunded $on Nov 13th, keeping only a $processing fee.We have done our best to accommodate you and even made an exception and refunded the majority of your registration feeYou signed and agreed to our refund policy when you registeredWe know this can be a frustrating situation, but unfortunately, you did not contact us when you should have for a full refundThank you for your understanding,ChiaraCustomer Service Supervisor

Hi [redacted] ,We apologize for your continued frustrationLet's talk about what we did do to communicate to our participants...and then talk about what we could have done better.WHAT WE DID DOOn Wednesday, we sent the following email to all participants Making sure everyone knew the the RTP page on our website is where were would be making updates leading up to the event The "HERE" linked to this page on our website that I'm referring toWe updated the RTP page on our website multiple times leading up to event day.Our social media team was also linking people to this page during leading up to event day.We text all participants on Sat morning at 6am (those who gave us permission to text them during the registration process.) You were one of those, so you should have got that text at ###-###-####WHAT WE COULD HAVE DONE BETTERWe did communicate (not promise) to some of our anxious participants via social media that we would update the RTP city page on our website at 7pm on Friday nightThat didn't happen right at 7pm I take full responsibility for that We had events on our schedule this weekend....all on the east coast....and I was crazy busy communicating with my team and getting answers to our participants, that I forgot An update was put up around 8:45, however there was nothing new to update from the update that was already currently up on the page At 7pm the event was still planned to take place, just like it always had been communicated If there is anything else we can help you understand or help you with, please let us know.Thanks,Chiara F*Director of Customer Service [redacted] @thecolorrun.com

Hi [redacted] , We are so sorry to hear that you have experienced frustration with your registration for a paint themed event, but we do not believe you were actually registered with us...The Color RunWe did not cancel any of our event last fall, and we do not have your name or email address in our systemPer our refund policy, if we do cancel an event prior to event day and unrelated to weather, we do issues full refundsYou can view our refund policy here: http://thecolorrun.com/wp-content/uploads/files/TCR_Refund_Weather_Policy.pdf From some quick research I did, a company called Color Fun Fest cancelled an event in Orlando last fallNot sure if that is the one you were registered for? But if you can provide us with a copy of your confirmation email, or the exact date and location of the event you did register for..we are more than happy to try to help you identify what company you need to reach out to for a resolution.If there is anything further that I can assist you with, please don't hesitate to contact me directly at [email protected],Chiara F*Director of Customer Service

You're complaint promised an update by 7pm which was failed to be honored
Complaint: ***
I am rejecting this response because:
Sincerely,
*** ***

Hi [redacted],It looks like I already responded to you this morning from my personal email, so I will just echo the same thing I did there in hope that you receive our response one way of another!  Due to a few comments you put in this email that you didn't in your other one, I've added  a few...

things here in bold font that I didn't include in the initial response this morning. Hi [redacted],Happy Monday!  Thank you for your email.  We really appreciate when participants reach out to us and give us constructive feedback.  We are always trying to improve and understand our participants a little more.  I would love to give you some more information and help you understand a little bit more about how things worked this weekend.  It is important to note that as a company, we do not have the power to make cancellation decisions on our own.  We work with city officials, local police, and our contacts at our venues to make a decision together.  The city and local police have the final say. Cancellations decisions in Brooklyn and Augusta were made
with the same process. Local officials in those cities recommended cancellation
which led to that action. The decision to hold the Research Triangle Park event was made together, after a lot of communication with weather advisers, with city officials & local police assigned to our event.  The weather Saturday morning was forecast showing highs of 70 and scattered showers.  The event was held safely and more than 3,500 participants participated and enjoyed the event.We are not issuing refunds for any participant of this event.  All participants signed and agreed to our Refund Policy when they registered.  If you'd like to review the policy you signed & agreed to, you can view it HERE on our website at any time.  What we are doing right now for participants that were unable to attend the event, is mailing them their participant kit if they didn't check-in or allowing them to transfer to next years event. Please let me know which option you would like.  I hope this information offers some clarification for you.  If you have any further questions or concerns, please do not hesitate to reach back out to me.  We appreciate your understanding and feedback!  Thanks,Chiara F[redacted]Director of Customer Service[redacted]@thecolorrun.com

Hi [redacted], We are so sorry to hear that you have experienced frustration with your registration for a paint themed event, but we do not believe you were actually registered with us...The Color Run. We did not cancel any of our event last fall, and we do not have your name or email address in...

our system. Per our refund policy, if we do cancel an event prior to event day and unrelated to weather, we do issues full refunds. You can view our refund policy here: http://thecolorrun.com/wp-content/uploads/files/TCR_Refund_Weather_Policy...⇄ From some quick research I did, a company called Color Fun Fest cancelled an event in Orlando last fall. Not sure if that is the one you were registered for? But if you can provide us with a copy of your confirmation email, or the exact date and location of the event you did register for..we are more than happy to try to help you identify what company you need to reach out to for a resolution.If there is anything further that I can assist you with, please don't hesitate to contact me directly at [email protected],Chiara F[redacted]Director of Customer Service

Hi [redacted],Happy to help offer some clarification here for you.  Like two of my team members told you, the insurance offered on our registration form is offered by a third party provider, Allianz. Like any insurance provider, not everything is covered.  Allianz provides purchasers all of the...

coverage details right on the page where you select the insurance option.  I've attached a screenshot called "Allianz" that shows the ability to click on the coverage details.   And then, HERE is where the "Coverage Details" link takes you.  Please feel free to check that out and get more clarification on what Allianz covers and what they don't.I was saddened to hear that my team may have told you that "this was not our problem."  I've looked up both of the emails you sent over on 9/29.  My team members Emmy and Sadie answered them and gave you the following responses.  I do not see that you responded back to them....nor that they told you "it was not our problem and that you would not be issued a refund."  Hi [redacted]!Thanks for your email! We're so sorry you're not going to be able to make it this weekend!The $7 registration protector insurance is a 3rd party provider, Allianz, and not provided through ACTIVE.com or through The Color Run. In order to file a claim, you will need to contact Allianz directly. They can be reached at ###-###-####. Thanks!Peace, love, and color~Have a colorful day!Sadie _____________________________________________________________________...⇄ [redacted]. We are going to miss you so much!! The $7 registration protector insurance is a 3rd party provider, Allianz, and not provided through ACTIVE.com or through The Color Run. In order to file a claim, you will need to contact Allianz directly. They can be reached at ###-###-####. Thanks!Be sure and check out the Happiest 5k store for some great gear!Have a colorful day!Emmy While we do not offer refunds, per the refund policy you agreed to when you registered....I would be more than happy to allow you to move your registration to another event on our 2016 tour.  When you see an event on our schedule that will work for you, simply email me directly and let me know and I'll get you a 100% off code to register.Thanks,Chiara F[redacted]Director of Customer Service[redacted]@thecolorrun.com

Hi Doreen,We apologize for your frustration.  Our records indicate that you emailed us on July 8th at 11:30am.  Our team member Laura replied to you the next day on July 9th at 10:21am indicating that there was a type on your registration form and you had accidentally put in the wrong...

email address which is why you hadn't gotten any emails from us.  You had put [redacted]@q.com, instead of [redacted]@q.com.  One too many c's!  Easy mistake! She resent your confirmation email and provided you with the link to the Race Guide so you could get all the race weekend information, including packet pick up. Please see the email chain below in italics.  I'll also forward it to you again.I will also follow up with you via phone just to make sure you have all the information you need.Thanks,Chiara F[redacted] | Customer Service Directorm: [redacted] | o: [redacted] | Bigsley.com The Color Run |  The Color Run NIGHT |  Electric Run07/09/2015 10:21 - Color Support wrote:Hi Doreen,Thanks for your email!  There was a typo in the email address on your registration, which is why you haven't heard from us.  I have corrected it, and resent your confirmation email so you should see it soon.  I have also included the link to the Race Guide, which has all the info you need.  :)http://thecolorrun.com/wp-content/uploads/files/TCR_RaceGuide_Omaha_2015.pdf...⇄ a colorful day!Laura --The Color Run - The Happiest 5k on the Planet12244 South Business Park Drive, Suite 100, Draper, UT 84020 http://thecolorrun.com/--07/08/2015 11:30 - Doreen m[redacted] wrote:City: Omaha, NERegion: 2Doreen m[redacted] wrote:pkease call me at [redacted] regarding my packet for the color run that I signedup for several months ago and paid for but have heard nothing on where to pick upmy packet.

Hi [redacted],Thank you for your email.  We understand your concern and frustration.  The weather is a tricky element that is always changing.   Let me help try to shine some light on the multiple points you brought up in your email. Our #1 priority is the safety of our participants...

and staff members.  We have held a lot of events safely in rainy conditions.  And our participants have really enjoyed them!  However, we work closely with city officials, local authorities, and a team of weather advisers in every city to ensure the right decision regarding  holding or cancelling an event is made.   It is not a decision that we as a company make on our own.  Along with the city, we choose to make a decision until closer to the start of the event to ensure we are not unnecessarily cancelling an event that thousands of people have registered for and are planning on attending.  When participants register for our event, they sign and agree to our Refund & Weather Policy.  We take pride in making this information available to all of our participants before they register and easily accessible after they register to use as a reference when weather is a concern.We hope that you will continue to be patient with us as we watch the weather and make a decision with the city that is best for all of our Color Runners.   If  you have any further questions, comments, or concerns....please do not hesitate to reach out to me directly.Thanks,Chiara F[redacted]Director of Customer Service[redacted]@thecolorrun.com

Hi [redacted],We apologize for your continued frustration. Let's talk about what we did do to communicate to our participants...and then talk about what we could have done better.WHAT WE DID DOOn Wednesday, we sent the following email to all participants.  Making sure everyone knew the the RTP page on our website is where were would be making updates leading up to the event.  The "HERE" linked to this page on our website that I'm referring to. We updated the RTP page on our website multiple times leading up to event day.Our social media team was also linking people to this page during leading up to event day.We text all participants on Sat morning at 6am (those who gave us permission to text them during the registration process.)  You were one of those, so you should have got that text at ###-###-####WHAT WE COULD HAVE DONE BETTERWe did communicate (not promise) to some of our anxious participants via social media that we would update the RTP city page on our website at 7pm on Friday night. That didn't happen right at 7pm.  I take full responsibility for that.  We had 6 events on our schedule this weekend....all on the east coast....and I was crazy busy communicating with my team and getting answers to our participants, that I forgot.  An update was put up around 8:45, however there was nothing new to update from the update that was already currently up on the page.  At 7pm the event was still planned to take place, just like it always had been communicated.   If there is anything else we can help you understand or help you with, please let us know.Thanks,Chiara F[redacted]Director of Customer Service[redacted]@thecolorrun.com

Hi [redacted],Happy to help clarify a few things here for you. We never canceled our Soul Pose Rochester event, but we did change the date from August 5th to November 11th. Per our refund policy, if we change the date of an event...participants are able to get a full refund if they contact us within the...

time frame we advertise in our email communication regarding the date change. On July 21st we emailed all registered Rochester Yogi's notifying them of the date change and gave a 2 week period for Yogi's to email in to request a full refund if the new date did not work for them. We also gave our Customer Service team the ability to make exceptions for Yogi's and still allow full refunds for another 2 weeks after that. So the refund window was open for a total of one month. We did hear from 3 of your team members during this time and were able to fully refund them, but we did not hear from you or the other 3 members of your team, so your registrations stayed confirmed.  I can see that these other 3 team members did attend the event on Nov 11th. We were unable to locate any email from you prior to Nov 8th, 2 days before the event, requesting a refund like you stated you sent us. Through your email communications with one of our Customer Service reps, Ashley, it looks like you were also unable to locate or find any proof that you did send us an email requesting a refund.You did originally pay $29.99 for your registration on July 12th. However, the very next day we honored a sale price for you....refunding you $10 and taking your registration fee to $19.99. It also looks like our customer service rep, Ashley made an exception for you and refunded $15 on Nov 13th, keeping only a $4.99 processing fee.We have done our best to accommodate you and even made an exception and refunded the majority of your registration fee. You signed and agreed to our refund policy when you registered. We know this can be a frustrating situation, but unfortunately, you did not contact us when you should have for a full refund. Thank you for your understanding,ChiaraCustomer Service Supervisor