The Rusty Wallace Racing Experience

We spoke with Mr [redacted] and unfortunately we informed him that we could not offer a refundOur terms and conditions clearly state that in the event of a weather cancellation you always get months to rebook you eventI understand that Mr [redacted] is claiming that weather was not a factor that dayIt rained for a short period earlier that day which soaked the track then causing us to cancel the classes prior to Mr [redacted] The track was nearly dry when Mr [redacted] was scheduled however based on the earlier showers and a forecast that additional rains were approaching we cancelled the eventFor safety reasons you absolutely can not run with any type of moisture on the track it is inherently dangerous for drivers specifically brand new drivers to this sportPlease understand we don't make these decisions lightly as we lose thousands of dollars for every day we have to cancelThere are expenses that cant be recouped if an event is cancelled such as travel, lodging, insurance etcMr [redacted] thinks we just cancelled because we didn't feel like running the event that day and the truth is we make our decisions based on safety and nothing else.The bottom line is that our terms and conditions which Mr [redacted] agreed to when he purchased this is as follows.Inclement Weather Policy - The Rusty Wallace Racing Experience reserves the right to cancel any event due to inclement weatherCancellations may be announced anywhere from hour to hours prior to the start of the eventParticipants will be notified as soon as the event is cancelled by phone and/or email using the contact information on fileWhile RWRE will make every attempt to notify you about a cancellation, the final responsibility will fall on the customer to call and find out about an event statusIf it is necessary to cancel an event due to safety concerns caused by inclement weather, we will do our best to accommodate your re-scheduling preferences up to year from the date of your eventTo check on the event weather status please call [redacted] ( [redacted] -***).Refund Policy -Your racing experience ticket is fully transferable, assignable and saleableThe ticket is NON-REFUNDABLE and generally can not be refunded; however, exceptions may be available under the following circumstances:Physician documented inability to participate in a racing experience for a period of year or more.An event cancellation for any reason other than inclement weather.If you are active military and your service prevents you from participating.Death of the participant or immediate family member.All refund requests must be submitted by email to [email protected] you do not have access to email you can request a refund by mail to:Based on this information we will continue to honor our agreement with Mr [redacted] and allow him to reschedule, transfer, sell his experience to another party for a period of months

The customer was refunded in full

The Customer will be sent a refund of $via checkCheck will be mailed within business daysThere was some confusion as it was noted that a check was previously sent in 2016.Thanks, [redacted] ***

[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 submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint # [redacted] I understand that by choosing to accept the business response that my complaint will be closed as resolved Regards, [redacted]

The Customer did indeed call and make a purchase over the phone for an event at [redacted] The customer immediately received a copy of their order along with a copy of our Terms and ConditionsIt is clearly stated that in the event of a weather cancellation everyone impacted gets a full months to reschedule and that no refunds are issued for a weather cancellationCopy of this exact language provided to the customer provided belowHad the customer simply read the terms and conditions and disagreed with it we would have gladly cancelled their order and issued a refund however you cant wait until the event happens and in the event of poor weather then ask for a refundWe have offered the customer an opportunity to move her experience to her new location as she she stated she is moving to TexasWe also noted that the experience is fully transferable or saleable to another party.Again it is clearly outlined what our terms and conditions are and we provide that to every customer at the time of purchaseOur full Term and Conditions are listed below.Cancellation policyNo refund will be provided in case of booking cancellation or no-showTerms and conditionsTerms & ConditionsBelow is the Rusty Wallace Racing Experience Terms & ConditionsIf you have any questions that are not answered here, please contact us at [redacted] ( [redacted] ).By nature, the Rusty Wallace Racing Experience is an outdoor event and dates are subject to change due to inclement weatherTherefore we urge customers traveling long distances to make refundable travel arrangementsTHE RUSTY WALLACE RACING EXPERIENCE IS NOT RESPONSIBLE FOR ANY INCURRED LODGING OR TRAVEL EXPENSES PERTAINING TO ANY CANCELLED EVENT.Inclement Weather PolicyThe Rusty Wallace Racing Experience reserves the right to cancel any event due to inclement weatherCancellations may be announced anywhere from hour to hours prior to the start of the eventParticipants will be notified as soon as the event is cancelled by phone and/or email using the contact information on fileWhile RWRE will make every attempt to notify you about a cancellation, the final responsibility will fall on the customer to call and find out about an event statusIf it is necessary to cancel an event due to safety concerns caused by inclement weather, we will do our best to accommodate your re-scheduling preferences up to year from the date of your eventTo check on the event weather status please call [redacted] ( [redacted] ).ON TRACK CONTACT INFORMATION FOR EACH EVENT IS POSTED ON THE HOME PAGE OF OUR WEBSITE HOURS BEFORE EACH EVENTPLEASE CALL THAT CONTACT NUMBER PRIOR TO HEADING TO THE TRACK FOR THE LATEST EVENT STATUSThere is no refunds for cancellations due to inclement weather.Proof of PurchaseIf you purchased your racing ticket through a 3rd party provider you must provide the proof of purchase prior to or at the time of your scheduled experienceIf you arrive for your racing experience without such proof, you must authorize a full price hold on a major credit card in the amount your racing ticket in order to redeem your ticket and fulfill your experienceYou will then have days following your event to provide proof of purchase to the Rusty Wallace Racing Experience to have your hold released.3rd Party Purchases & Coupon Code UseIf you purchased your racing ticket through a 3rd party provider you will receive a coupon code from the said 3rd partyThe code is to be redeemed on our website or by phone for the exact package offered through the 3rd party When placing your order if you willfully or accidentally select a racing package that has a greater value than the package that you purchased through the 3rd party, YOU WILL BE REQUIRED TO PAY THE DIFFERENCE or RWRE reserves the right to downgrade your package to the correct Racing Experience as described by your 3rd party provider.This also applies to any specials and or promotions that RWRE offers online on our website, through social media or through email.Scheduling & Re-SchedulingPlease be aware that we have a limited amount of dates at each location Times are filled on a first come, first serve basisWe will do our best to accommodate your scheduling referenceIf you need to re-schedule a booked experience outside of days of your event, you may do so free of chargeIn the event you need to re-schedule your experience within days of your event date a re-scheduling fee will applyThe Fee will be equal to half of your package valueThe one exception is for a documented medical situation which prohibits the customer from participating in the racing experience.Vehicle DamageYou are responsible for your health insuranceYou are financially responsible for all damage caused to the car due to driver error/negligenceA Vehicle Protection Plan is available for $If you purchase this plan the maximum repair cost you would be required to pay is $All payments for damages must be paid at the track at the time of the incidentDue to the quality of the training and cars, damage is rareDrive participants may opt to purchase the Vehicle Protection Plan in advance, or at the track the day of your event.SD Card Video PolicyIf you purchase the "Video" option for your racing experience, you are responsible for verifying that your video recorded properly at our laptop station prior to leaving the trackIf there is an issue with your video you must bring it to the attention of an RWRE Employee so that we know about the issue and can take appropriate measures to repair the issue/compensate or refund at the trackONCE YOU LEAVE THE TRACK WITH YOUR SD CARD, ALL SALES ARE FINAL AND NO REFUND WILL BE ISSUED FOR THE VIDEO.Refund PolicyYour racing experience ticket is fully transferable, assignable and sellableThe ticket is NON-REFUNDABLE and generally can not be refunded; however, exceptions may be available under the following circumstances:Physician documented inablility to participate in a racing experience for a period of year or more.If you are active military and your service prevents you from participating.Death of the participant or immediate family member.All refund requests must be submitted by email to [email protected] If you do not have access to email you can request a refund by mail to:C/O Rusty Wallace Racing ExperiencePatterson Ave.Pawtucket, RI 02860All approved refund requests will be processed within business days.Rusty Wallace Racing Experience reserves the right to modify the Terms & Conditions at anytime.Updated 1/24/14Rusty Wallace Racing Experience reserves the right to make changes to the terms and conditons at any timeAny changes will be posted on terms page on our websitehttp://www.racewithrusty.com/termspowered by Bookeo You received this email because you have apparently entered into a transaction with Rusty Wallace Racing ExperienceIf you think you should not have received this email, please contact [email protected] If you cannot resolve the issue with rwre-usa, please contact [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] . Where in the response does it talk about being responsible for $15,000 that same day?Where in that response does it talk about the fact that they said a packet was sent to us and yet we never received it? Like I said previously the only additional charges that were mentioned were additional taxes or small fees like that. Also, it was never communicated that my son would be out driving on a race track with several other inexperienced drivers. I was instead led to believe that he would be out there on his own. The risk factor is incredible to have several cars out on the track at the same, all doing high speeds. I do not know if too many people that when told they will be responsible for paying $15,000 that same day, will be ok with it. This was a $200 Christmas gift that potentially could cost $15,000 or at the minimum $1,060 on top of the $199. Regards, [redacted]

They have only reiterated their policy which allows them to lock customers into a never ending cycle of cancellations once they have our money They cannot prove that weather was an issue, as I have been the only one to submit any evidence They have rejected me out of hand They have made no effort work with me to resolve this issueMy next step is to work with my state's attorney general Regards, [redacted]

Again the terms and conditions are provided immediately upon purchaseIt is the customers responsibility to understand what they purchasedHad a refund been requested due to non agreement with our terms and conditions a refund would have been issuedThe customer chose to ignore the information provided and only became aware when the event was rained outUnfortunately it is not eligible for a refund only a reschedule

Hello, I did speak with Mr*** and explained that this event did occur at the time and date as describedThe event was sold as *** Scope Arena and it took place in one of their parking lotsA communication was sent out prior to the event specifying which lot the event was
occurring at *** arenaMr*** stated that the communication was intercepted by his emails spam folder and not read prior to the eventAs a back up we list every event on our website along with the event coordinator and a phone number directly for that specific event, this is put up in advance of the event in case an individual has questions or in this case a participant cant find the exact lot locationUnfortunately Mr*** had a reservation which was held for him and that spot prevented others from purchasing We offered Mr*** an opportunity to reschedule without any penalty's at an alternate location or to come back to *** Arena as we add additional datesHe refused all offers and only wanted a refundI did refer to our refund policy which the participant agreed to at the time of reservation and I have included belowAgain we have no issues in offering another opportunity for this experience in or however this does not qualify for a refund.Refund PolicyYour racing experience ticket is fully transferable, assignable and sell-ableThe ticket is NON-REFUNDABLE and generally can not be refunded; however, exceptions may be available under the following circumstances:1)Physician documented inablility to participate in a driving experience for a period of year or more.2)An event cancellation for any reason other than inclement weather.3)If you are active military and your service prevents you from participating.4)Death of the participant or immediate family member.5)Cancellation of order within hours or next business day(please note the $booking fee is not refundable and a $CC processing fee will be applied)All refund requests must be submitted by email to ***If you do not have access to email you can request a refund by mail to:C/O Wallace Racing Group** *** ***
*** ** ***All approved refund requests will be processed within business days

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 # ***..
STATEMENT = Seller stated in last response "to the terms and conditions of the purchase which states in the event of a weather cancellation refunds are not issued." THERE IS NO SUCH REFUND POLICY STATED "IN" SELLER'S "Inclement Weather Policy" WHICH IS THE VERY CASE IN POINT If said no refund policy was stated "in" the "Inclement weather (cancellation) policy" I never would have agreed or signed up, because THAT was the ONLY day I could have done it. Additionally, my Dr.'s letter is attached to which SELLER agreed to make circumstantial exception to the refund policy
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 # ***Please add your rejection comments below.
I'd be happy to reschedule, but they are unable to provide me with any dates stating that none are available at this time and will not be for a least two weeks. However, they further state that if I do not reschedule within days I will have to pay a fee, but I have no way nor guarantee that I will be able to reschedule. They further put the burden on me to come into their offices to reschedule though I was able to schedule the original purchase over the phone. It seems unrealistic to put all of these burdens on the customer. This was intended to be a birthday present. What I really would like is to give my boyfriend that present on or near his birthday - not sometime in the unforseen future. At this point I couldn't even give him a date. I would rather have my money back so I can use that money for another endeavor, but will also accept a timely reschedule of the event. I would like to have a date in hand today and have that date be within the next month. If that event is also rained out, I would then like my money back
Regards,
*** ***

I am sympathetic to the customers situation and it would appear that they have had some bad luck in selecting datesWe apologize that the weather has no cooperated on the dates they have selected however to say it is a scam is an outright lieWe have offered this experience each and every year the
customer has mentioned and hundreds of participants have gone through the program without issueIt is an unfortunate streak of bad luck that the dates they keep selecting have been impacted by weatherHowever the customer agreed to our terms and conditions at the time of purchase which states."Inclement Weather PolicyThe Rusty Wallace Racing Experience reserves the right to cancel any event due to inclement weatherCancellations may be announced anywhere from hour to hours prior to the start of the eventParticipants will be notified as soon as the event is cancelled by phone and/or email using the contact information on fileWhile RWRE will make every attempt to notify you about a cancellation, the final responsibility will fall on the customer to call and find out about an event statusIf it is necessary to cancel an event due to safety concerns caused by inclement weather, we will do our best to accommodate your re-scheduling preferences up to year from the date of your eventTo check on the event weather status please call 855-22-RUSTY (###-###-####)."The customer has been offered other dates for this season as we will be back September 10th and 11thIn the event those dates dont work it will carry over for the season, that calendar will be released in late November of this year.Again we apologize that the events have been plagued by weather but that does not entitle to a refundIf the consumer no longer has an interest in doing they can gift, transfer or sell to another party.Thanks, *** *** Sales and Customer Service Manager ***

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 # ***.
I filed the complaint, because the service that I paid for was not fully providedThe employee on site did not mention anything about my husband not operating the vehicle properlyThe employee admitted that he did not let my husband speed intentionally and instructed him by screaming to not go fasterThat employee was in the same position as myself standing outside of the trackHe had no access inside the car, nor had any conversation with my husbandThe employee falsely made this conclusion; my husband was ready to go faster as other cars, but he did not let himThe employee was directing other cars at the same timeWe talked to the instructor later, and he confirmed that the person on the radio was wrongThis information was not communicated properly with the manager, who was not present that day.Secondly, I was offered to try the experience again after I had stated that they should have resolved everything on the spot by offering my husband at least a couple of laps on fair conditionsBut they failed to do soThe manager did not offer this solution beforehand eitherWhen he did, he offered to experience the racing in March, which is months later from my husband's birthdayI don't know anyone who would agree to get a birthday gift months laterLastly, I don't trust neither the company nor their employees to let my husband get in the car againThe communication on the track between us and employees was way different than what employees told the manager
Regards,
*** ***

We have responded in full prior and have nothing new to add to the situationThe customer has a full months to reschedule, transfer or sell to another party

Our organization has no additional comment,s and stand by our original response

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 # 12144105.
Regards,
*** ***

The Simple answer is the consumer did not educate themselves on what they purchasedThere is absolutely no fraud or intent to defraud any customerThe consumer purchased this experience through groupon in which every groupon states there is a optional Insurance available to
purchase for the experience otherwise you agree to cover damages in the event of an accident with the vehiclesFurthermore attached to every confirmation is a copy of Terms and Conditions with the following statement provided;Vehicle DamageYou are responsible for your health insuranceYou are financially responsible for all damage caused to the car due to driver error/negligenceA Vehicle Protection Plan is available for $If you purchase this plan the maximum repair cost you would be required to pay is $All payments for damages must be paid at the track at the time of the incidentDue to the quality of the training and cars, damage is rareDrive participants may opt to purchase the Vehicle Protection Plan in advance, or at the track the day of your event. In the confirmation email we also provide a link to our Driver Packet which again goes over this and many other elements of the experience so you know what to expectPlease note the customer did state that they did receive their confirmation emailIt is not the fault of our organization if the consumer did not bother to read any of the materials provided or educate themselves on their purchaseWhile it is true we did have a previous event scheduled and cancelled, because of that cancellation we did offer full refund for all participants, this participant chose to reschedule with us and we held a spot for them until the event began preventing us from selling to anotherThe customer then chose they we no longer interested after the experience beganTechnically they forfeited there spotWe offered a chance to reschedule to next year which the customer declinedNo refund will be offered for a cancellation on the date of experience. Thank You*** ***Customer Service Manager

The consumer agreed to the terms and conditions of the purchase which states in the event of a weather cancellation refunds are not issued, a rain check is issued and can be used for any future dates through the end of Unfortunately a refund will not be issued under these circumstances
We did announce a replacement date of Dec 10th which the consumer couldn't utilize and then the consumer was informed that our schedule will be released by the end of November.Thanks

We spoke with Mr. [redacted] and unfortunately we informed him that we could not offer a refund. Our terms and conditions clearly state that in the event of a weather cancellation you always get 12 months to rebook you event. I understand that Mr. [redacted] is claiming that weather was not a factor that...

day. It rained for a short period earlier that day which soaked the track then causing us to cancel the classes prior to Mr. [redacted]. The track was nearly dry when Mr [redacted] was scheduled however based on the earlier showers and a forecast that additional rains were approaching we cancelled the event. For safety reasons you absolutely can not run with any type of moisture on the track it is inherently dangerous for drivers specifically brand new drivers to this sport. Please understand we don't make these decisions lightly as we lose thousands of dollars for every day we have to cancel. There are expenses that cant be recouped if an event is cancelled such as travel, lodging, insurance etc. Mr. [redacted] thinks we just cancelled because we didn't feel like running the event that day and the truth is we make our decisions based on safety and nothing else.The bottom line is that our terms and conditions which Mr. [redacted] agreed to when he purchased this is as follows.Inclement Weather Policy - The Rusty Wallace Racing Experience reserves the right to cancel any event due to inclement weather. Cancellations may be announced anywhere from 1 hour to 72 hours prior to the start of the event. Participants will be notified as soon as the event is cancelled by phone and/or email using the contact information on file. While RWRE will make every attempt to notify you about a cancellation, the final responsibility will fall on the customer to call and find out about an event status. If it is necessary to cancel an event due to safety concerns caused by inclement weather, we will do our best to accommodate your re-scheduling preferences up to 1 year from the date of your event. To check on the event weather status please call [redacted]-[redacted]).Refund Policy -Your racing experience ticket is fully transferable, assignable and saleable. The ticket is NON-REFUNDABLE and generally can not be refunded; however, exceptions may be available under the following circumstances:Physician documented inability to participate in a racing experience for a period of 1 year or more.An event cancellation for any reason other than inclement weather.If you are active military and your service prevents you from participating.Death of the participant or immediate family member.All refund requests must be submitted by email to [email protected]. If you do not have access to email you can request a refund by mail to:Based on this information we will continue to honor our agreement with Mr. [redacted] and allow him to reschedule, transfer, sell his experience to another party for a period of 12 months.

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. 
 First of all, this information should be stated to me during the call before I make my payment. It wouldn't make any difference because what you are telling me is that once I make the payment, I can't get a refund. That is a complete scam.
This was supposed to be for someone's birthday. If you are asking me to reschedule, I want it on a more convenice time to me. You are asking me to reschedule this in 2016. I need it rescheduled this year.
Regards,
[redacted]