Tough Mudder, Inc.

Review: In 2013 I purchased 3 non-refundable tickets, 2 of which ended up going unused. In 2014, I was able to get one of those tickets successfully transfered to an event. The problem has been transferring the last ticket to the 2015 event. I have sent several emails over the course of months (they do not have a number you can contact). The only time I got a response is when I threatened to report them to the Revdex.com. After their initial reply, they have continued to ignore my emails stating that the issue has still not been resolved. I sent them an email that I was officially going to file a complaint, and they once again ignored my email.Desired Settlement: I request that they IMMEDIATELY send me a valid transfer code to my desired event, as well as clear, detailed instructions on completing the transfer process. Otherwise, a full refund is the only other acceptable solution.

Business

Response:

This has been resolved.

Review: I purchased an open ticket to a 2015 race after filling out their post race survey. This came at a cost of $88.88 (reduced from $120-$150). On the ticket page it says:

Tough Mudder is offering an exclusive offer to purchase your entry ticket in advance for any event in 2015 at the lowest possible price.

Purchase an open ticket today, and you'll be able to transfer your registration to any event date for free later in the year. Look for instructions in your confirmation email that will provide you with the full process to transfer your registration to the event of your choice.

([redacted])

When I go to the website to transfer this ticket, I select the desired event, which is in September. I go through and get to the end where it says the cost is still over $100 due to a change in price and a transfer fee of $30.Desired Settlement: I want to transfer this ticket to the Tough Mudder Great Northeast Saturday September ** at no additional charge, as it stated when I bought the ticket and as it still says on the website.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On November *, 2014 I had written to the Tough Mudder services in regard to the charges on my credit card for a "post-event" survey discount. I had completed a Tough Mudder event on October and received an email stating that if I take a post-event survey I will receive a discount on a ticket for a future event if I purchased it right away. I was never compensated but was in fact charged for the discounted ticket. I proceeded to write this email to Tough Mudder Services: [redacted] Nov [redacted] I took part in your promotional post-event survey after completing the SoCal Tough Mudder on October [redacted]. I paid for a future use ticket, and you have charged my [redacted] card for it, but I did not receive any type of confirmation nor do I have anything in my [redacted] account showing that I have a future use ticket. I would like some sort of confirmation of the credit for a future event. I have also attached a screen shot of the charge made to my [redacted] card. Thank you for your time.

Attachment(s)

[redacted] Then I received this email in reply: [redacted] (Tough Mudder)

Nov [redacted] Hi [redacted],

Thank you for contacting Tough Mudder. Sorry to hear about this error. After reviewing your ticket you've submitted, we have escalated your ticket to a member of our advanced support team who can provide further information and assistance to correct this error. They will review and get back to you in the next couple of days.

We appreciate your patience and look forward to helping you out.

Best,

Mudder Services

After 10 days had passed and obviously it was past the "next couple of days" that I was informed someone would get back to me, I wrote to them AGAIN.

Nov [redacted] To Whom it may Concern,

It has been over a week and I have still not had any correspondence by your "advanced support team" regarding my post survey ticket. I assumed when you said the next couple of days that I would have heard back in a timely manner. The fact of the matter is that you have already wrongfully charged my card for a future event ticket without any compensation. At this point I want it resolved immediately or I will have to dispute the charge with my credit card company. On top of that I will have to report you to the Revdex.com as well as any other agency that is in any way relatable to what you do. Please get back to me by tomorrow or I will have to act accordingly which I quite honestly do not want to do.

Sincerely,

Sent from my iPhone

I received no reply. I recently also wrote an email AGAIN and started a new dispute, and have not received any word. The fact that they can charge my credit card, and I have no recourse or way to really talk to them is ridiculous. They do not even have a number to call for customer service, which makes perfect sense since they can't even be bothered to reply to emails. To be able to take someone's money and not even try to make amends or the effort to have enough decency to reply back to an email is ridiculous. Considering this is all for charity and the [redacted] it disgusts me even more. Even MORE so because of all the other complaints that I've read up on. Obviously my situation is not the first.

Finally here was my last attempt before coming here to file a complaint [redacted] Nov [redacted] This is my second attempt at having someone respond to my issue. I would like someone to at least respond to my emails and let me know you are looking into it. I find it very unprofessional that no one has even responded. Is this the reason you don't actually have a phone number for customer service? This way I'm at the mercy of you responding or not. Again, I took a post even survey, you guys charged my [redacted] credit card, and I did not get the discounted ticket. I have a screen shot of the charges in my previous email. Can someone please contact me via PHONE at [redacted] since no one will answer my emails. I don't want to report it to [redacted] as a wrongful charge or report anything to the Revdex.com, I rather have the discounted ticket as promised but at this point you guys aren't really giving me much of a choice. I hope this can be resolved soon.Desired Settlement: All I want as I explained in all the emails are exactly what was promised to me. A discounted ticket for a future event which I HAVE ALREADY PAID FOR. Just what is owed to me. I am hoping that since no one will help me through email, that this will reach someone at Tough Mudder and make amends. I will have to dispute the charges on my credit card in the next week or so, I am hoping someone will reach out to me before then.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer and have requested his information.

Review: They had advertised that they were going to have a tough mudder in the Poconos, April 2015. They had it open for people to register and pay money for more than 6 months. I bought airfare to the event, which is non-refundable. Then today I get an email saying that they moved the event to a different city and a different month. They gave absolutely no explanation as to why, but they did sent an insulting email about how much fun I am going to have at the Philadelphia Tough Mudder.Desired Settlement: I would like a phone call with the exact reason why the event was canceled and would like my money back

Business

Response:

Hello [redacted],We sincerely apologize that our email regarding the venue change offended you - I can assure you we did not mean to cause offense. Please let us know if you are having any trouble submitting for your event refund and I would be glad to follow up.Best,[redacted]

Review: The tough Mudder organzition stole alot of money from the residents of Va and surrounding states.Desired Settlement: The Tough Mudder organzition promised a mud run in Va on June * and *. Due to a tropical storm that came through on Friday they cancelled because of rain theyve offered a change of venue or a change to next years run I want neither. Just want a refund I paid for myself and another person [redacted]. I never signed there so called waiver stating no refunds they basically walked into Va offered a service took thousands of dollars and never hald there event. Must be nice to promise something and back out and offer no refunds. They collected all that money though. They say the money is for the wounded warriors assocation seriously ghow much of that 150.00 dollars actually go to this charity. Ask me there nothing but a bunch of crooks. would just lioke my money back

Business

Response:

Case #:[redacted]

Consumer Name: [redacted]

Desired Outcome: Refund for entry fee

Tough Mudder Response: The customer was issued a refund on July 2nd for the cancelled event for $150.00. This refund would show to the customer's account within 10 business days and the customer was emailed confirmation of this on July 2nd as well. The customer was satisfied with the response.

Review: I Initially registered for the San Diego Tough Mudder run scheduled for Nov **, 2013 for at total of 107.50 Confirmation number [redacted] . The venue changed AUG ** to Temecula CA, 58 miles apart from original location. I am active duty military and cannot travel that distance without asking for superior permission. I have tried to coordinate different alternatives to attend this venue but have not been able too. This race is not what I initially signed up for and paid for, I have contacted tough mudder to request a refund and was not successful, the venue change was at no fault to me and I do not understand why I will have to lose out on my 107.50 that I initially paid for in March 2013.Desired Settlement: I would like a refund of my money. Collecting my money for something that was not on the inital agreement is unethical.

Business

Response:

Hi Revdex.com-

We have responded to the customer with the following:

Hi [redacted]

We have reviewed your request and will make an exception on the normal refund policy.

I have gone in and refunded your registration back to the credit card you used to pay for your registration. This credit will take **7-10 business days** to show in your account, but it usually takes a couple days to hit your account. If you don't receive this in the next 2-weeks, feel free to give me a shout and we can look into this credit for you.

Thanks for the support and please let us know if you need anything else in the future.

Best,

TMHQ

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: Hello,

I had signed up for toughmudder last year (2015) for the Whistler event. Unfortunately I cracked a rib prior to the event and was not allowed. After many back and forths, my purchase (2 tickets) was transferred to this year (2016). However, I am currently pregnant with a due date of June [redacted], which means that I cannot attend this event in Whistler again. The company is offering to transfer to next year (2017) or to friends. I am trying to transfer to others but no luck so far. I am not sure where I will be by next year so I rather just get a refund. I am unsure why the company does not offer such service.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

The business is still offering to transfer my ticket to next year. I do not want to participate in their event any longer. I am not sure what I am supposed to do. I was injured last year and pregnant this year. How many tries should I be making. I didn't participate or use any of their services.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tough Mudder's refund policy is explicit on both our website and at the time of purchase. We do not offer refunds under any circumstance. We offered the customer an opportunity to transfer to another event this year or next, and/or to another person and even agreed to waive our standard transfer fee. Despite our best efforts the customer will not accept this offer and Tough Mudder has provided every accommodation that we could.

Review: I have attemoted to contact Tough Mudder on 4 seperate occassions spanning approximately a weeks time. Quite frankly, I am not happy with the tough mudder staff and customer support as I have not received the decency of a response, yet alone a resolution to my ongoing problem.

My girlfriend and I registered for the Philly October ** Tough Mudder in June 2015. Since that time, I have switched employers. My current employer has submitted a team to race on October **. I recently discovered my employer has a team in the race and would like to switch the registration of my girlfriend and me from October ** to October **.

I preliminarily reviewed the process for switching the registration and it appears as though I would incur an additional cost of approximately $120. Surely, this cannot be correct as I have already submitted payment in excess of $300.

Tough Mudder is now asking for fees in excess of $100 to switch the registration date.

The tough mudder advertises and promotes team camaraderie. The tough mudder designs the course in a way which REQUIRES assistance to complete certain obstacles. Therefore, Tough Mudder not only promotes and endorses the use of teams but requires the assistance of teammates to complete certain obstacles.

Tough Mudder is still accepting registrations for both Saturday and Sunday. Tough Mudder would neither loose money nor be irreversibly injured as a result of the switch. The additional fees are nothing more than an attempt to price gauge.Desired Settlement: I merely ask that the registration for my girlfriend and I be switched from October ** to October **. Furthermore, I would ask for a mere acknowledgment from a representative from Tough Mudder.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: On 4/**/15 I registered for the Michigan Tough Mudder 9/**/15 @ 8:00am (Order [redacted]). On 7/**/15 I found out I was pregnant and will be about * months pregnant by the time this event is scheduled. I immediatly contacted Tough Mudder to find out my options & they responded in 2 days with "#### 2. Transfer To Another Event Next Year If you cannot make your currently scheduled event and don't see another event that works for your schedule, you can place your registration on hold for an event next year. This will give you plenty of time to plan out which event you want to do. To complete this transfer, follow the instructions here: [redacted]". I have proceeded to attempt to put my registration on hold per the above instructions multiple times but keep getting the message "Bummer. Looks like registration for this event is not available." So I have contacted Tough Mudder four times to resolve this issue & have heard no response back whatsoever. I paid for 3 registrations so I've invested a total of $433.29 & I do not want to lose that. Per their rules I have to complete this transfer by 9/**/15 and I'm worried they will not respond at all looking at similar complaints from customers.Desired Settlement: I still really want to participate in a Tough Mudder & want the company to either put my 3 registrations on hold so we can transfer once a Michigan location is picked for 2016, or I would like a full refund since the failure is on their part and not mine. I am fine with paying the $30 transfer fee for each registration.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved. Tough Mudder finally responded and helped me transfer my current registration to next year so I won't lose my initial investment.

Sincerely,

Review: During a promotion a purchased an open ticket to a 2015 event which was not yet open for registration. I purchased both a spectator and a participant ticket. After registration for my desired event was opened I attempted to register for the event and found that promotional code was invalid. I contacted customer service about the problem and they told me that my code was valid and that I should try again. When I tried to register again I found that my account had been deleted. I contacted customer service again and they manually registered for the event but they did not register my spectator ticket that I had paid for. I contacted them again but I haven't had a response from them in almost 2 months.Desired Settlement: I would like to have either a FULL refund or have my account reinstated and both my participant and spectator tickets honored. If they want me to continue attending their events they had better also grease the pot with tickets to future events.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding Tough Mudder, Inc. has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I have been trying to have my registration for one of their events transferred to next year. One of the representatives, [redacted], initially provided me to the appropriate link to transfer my registration to the other year . However, the link did not work. I have sent several follow up emails since June 2015 to no avail(6/**; 8/**; 8/**; 8/**; and 9/**) .

________________________________________

Date: Tue, ** Aug 2015 03:32:36 +0000

From: [redacted]

To: [redacted]

Subject: [Tough Mudder] Re: trasfer to 2016 event for medical reasons

Dear [redacted],

Can you please assist me. When I follow the steps you outlined and press "submit", I am directed to "go back to form" page with no further details or clear indication of an error. Please kindly assist me in this matter.

Thank you.

Kind Regards,

[redacted]Desired Settlement: Either they contact me and assist to transfer my registration to next year (with consistent communication) or grant me a full refund for my monies paid.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I purchased two Open Season tickets for 2015 after finishing my first event in 2014. In 2014, I was also selected for Warrant Officer Candidate School and received school dates in 2015 for WOCS and the Basic Course, as well as, a full PCS move to Colorado. As soon as it looked like I would have an issue attending a 2015 event, I contacted Tough Mudder on August **, 2015 to ask about a possible transfer fee waiver due to military requirements making it difficult to attend an event in 2015. I never received a response to the request at all. I then filed a second request and continued with emails which got no response. I finally received a response on ** October, 2015; a full two months later which read:

--------------------------------

-----------------------------------

It is now ** November and the day before my 2015 tickets are set to expire and I have received 0 responses. Obviously it has been over a "couple of days". All additional emails have gone unanswered and there is no phone number to try and call to resolve this issue.Desired Settlement: Due to the complete poor handling of this entire situation from an event that is supposedly "military friendly", I now wish a complete refund of my entire 2015 tickets ($222.26). This has been the worst customer service experience I have ever experienced.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Dealing with the customer service of this organization has been the primary issue all along. The fact it took the Revdex.com to get involved to get a response (which was immediate once the Revdex.com got involved) is completely out of line. I could have received a "no" on the fee waiver months ago and settled for that. Tough Mudder has issued a transfer but in my opinion, things have already escalated. I should never have had to get the Revdex.com involved to finally get the attention of this company that has ignored any realistic response to my contact for 3 months. I received a note from the company that they do not issue refunds yet that's exactly what I'm seeking. If they refuse to issue the refund, then their response will still be rejected by me as a dissatisfied customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I am rejecting the response at this current point in time for the following reason:Tough Mudder has now notified me to file for a claim through a third party company that requires complete documentation for refund validation. This company is not associated with Tough Mudder so Tough Mudder is essentially passing me off. While I will be filing for a refund through EOS claims, this claims process ignores my issue with Tough Mudder and places additional burden on me to prove I'm somehow worthy of a return even with Tough Mudder's careless customer service. I now have to justify, with documentation, why I deserve a refund. EOS claims will have to validate me and review my claim request. This process reminds me of submitting additional paperwork and justification for pay corrections within the Armed Forces. Last time I checked, this was a civilian business and event. Not a legal proceeding.As a side note, somehow now, [redacted] from Tough Mudder "reviewed" my ticket and offered up this possibility because I bought the ticket in 2014. That was known at the start so either [redacted] never really looked at my issue, or they are using this as an attempt to avoid admitting they do issue refunds.If this process results in a refund, I will accept the response of the next message from the business. If not, then this process will have to simply go against Tough Mudder as an unsatisfied and annoyed customer.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

This refund request has been escalated to EOS claims who will be handling this issue moving forward.

Review: I am trying to transfer from a Tough Mudder event I am currently registered for (Colorado 2015) to a future event (Tahoe 2016 Saturday) and despite numerous attempts to follow their instructions on the websites and MULTIPLE support requests to their website, I have not been able to transfer this registration. It is now coming up on the deadline to do so and I have still have not been successful with Tough Mudder's policy or support organization in making this happenDesired Settlement: I am requesting that Tough Mudder complete the transfer my registration from the Colorado 2015 Saturday event to the Tahoe 2016 Saturday

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

Review: Tough Mudder advertised a new location in Otay, San Diego California. The event was to that place *-** November. Three days ago racers received an e-mail stating they had changed the location to Temecula. Temecula is 1 hour and 30 minutes away from the original location. Tough Mudder has refused to offer refunds. Racers including myself and my team have booked hotels and have scheduled party bus services to the Original location which was Otay lakes. These services also do not offer refunds and there for we would lose money because tough mudders management group did not take the proper precautions in order to make sure this original site was good to go. Their excuse was that there was an endangered species in the original location. However, if they dropped the ball on properly assessing the area why should the customer pay for their ignorance and lack of basic business knowledge. Racers are left to believe that TM used this location as bait in order to sell more tickets and changed the location with less than 90 day notice.Desired Settlement: I would like my refund for the both tickets I purchased back in April when the location was Otay lakes, San Diego not Temecula.

Consumer

Response:

At this time, I have not been contacted by Tough Mudder LLC regarding complaint ID [redacted].

This business continues to advertise the race in San Diego.

Sincerely,

Business

Response:

Hi Revdex.com,

We have issued the customer refunds for both registrations paid for in the amount of $120.00 each ($240.00 total). This refund will show to the customer's credit card within the next 7-10 business days. This is regarding complaint #[redacted]. We have responded to the customer on 10/*/2013 with the following message:

Hi [redacted], [redacted]-

My name is [redacted] and I'd be glad to make an exception for you to get this refund for the San Diego venue change.

I have gone in and refunded your registration back to the credit card you used to pay for your registration. This credit will take 7-10 business days to show in your account, but it usually takes a couple days to hit your account. If you don't receive this in the next 2-weeks, feel free to give me a shout and we can look into this credit for you.

Thanks for the support and please let us know if you need anything else in the future.

Best,

Review: I purchased a ticket for the Worlds Toughest Mudder around January of 2015. After my wife and I recently purchased a home our funds were exhausted and we are unable to afford the trip this year to attend the event. My goal was to reach out to Tough Mudder and request if I could transfer my $500 ticket to a 2016 season pass rather than attend the one event. In my email I expressed that I was more than happy to pay a balance difference or transfer fee. My email prompted an automated response from the system saying they would get back to me.

"Bill - Thanks for contacting Mudder Services. Your help ticket has been successfully submitted and the first available agent will respond as soon as possible.

A few days later I receive the following message.

Hi Bill,

I have escalated your ticket to a member of our advanced support team who can provide further information and assistance on your options. Please note that we will try our best to review and provide you with as many options as we can offer, but we cannot guarantee specifics. We will do our best to offer you something that works for your circumstances.

Our team will review and get back to you in the next couple of days. We appreciate your patience and look forward to helping you out.

Thanks,

Please note that the signed name "[redacted]" is attached to each response I have received. I sent my first email in early August. I waited 2 weeks and still no response. I am now sending multiple emails daily and still have not received a response. At this point I have sent approximately 40 emails and have not received any human response.Desired Settlement: All I am requesting is that I be able to transfer my ticket to an open season ticket. I have expressed to them in each email that I am HAPPY to pay a difference in cost if their is one to cover the transfer. I DO NOT want a cash refund. I believe my request is not unreasonable.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have been trying to contact Tough mudder for months now with no response! My small team of three people recently attempted tough mudder at just above freezing conditions ( 5 degrees). They removed half of the obstacles for safety reasons ( but not the ice bath for whatever reason) and EMTs were working overtime trying to shuttle injured and hypothermic patients 10km back to base camp. The event should have been rescheduled due to poor weather and all I asked for was 3 redo passes for next years event/ a parking pass to attend again and hopefully have a more positive experience than hypothermia. We didnt even get pictures because the photographers were too cold. The finisher photos for our run times werent posted, most likely because they looked more like survivor photos. They even ran out of thermal blankets for all the participants. Showers ran out of water. The staff were completely ill prepared to deal with the amount of people requiring first aid. This was dangerous and no fun... My first ticket was submitted in September just after the event. With no response I sent a 4 page letter detailing the event to Tough Mudder HQ, after this someone responded with the generic " we have escalated your ticket to a member of our advanced support team who will get back to you over the next couple of days" (November). Now in December I still haven't heard back from them despite numerous attempts to contact them. I feel as if I was robbed! I paid $600 for a fun 20km test of strength agility and teamwork, with all the obstacles, and photographs, not for this.... The event was an EXTREME disappointment. Still looking for an appropriate solution. At this point in time I would never ever run a tough Mudder again. This was a huge let down. Because they removed obstacles, did not provide safe running conditions (properly trained volunteers and equipped medical staff), did not provide showers, and did not provide photographs, I feel they did not meet their end of the deal and provide the product I paid money for.Desired Settlement: Either consistent contact and resolution from the business (No more months between responses and no solutions offered)

OR 3 free passes to attend next (2016) alberta tough mudder event and a parking pass.

OR Refund for three passes and parking pass

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

The company finally responded after nearly three or four months and refused to give a refund or decent discount for the poor customer service. A minimal 10% discount was offered instead which I refused. I will not pay for such horrible service again. Problem was never resolved. Will not retract my complaint. People need to know what they ate getting themselves jnto by paying for these horrid events. [redacted]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I will not mark my complaint as "resolved" because Tough Mudder failed to provide a respectable solution. They did not hold up their end of the business agreement. This is robbery. Half of the obstacles were closed due to weather, no photographs for the same reason, and they failed to provide emergency care to those who needed it. If any other business did not provide the service as advertised they would not receive payment. Tough Mudder requires payment up front and then hides behind a "no refund" clause intended to hold the attendee responsible should they not be able to make it for their own personal reasons. The clause does not give the company the right to take peoples money and not provide the service they offered. This is ridiculous. Might as well just say here pay $200-$300, the race will be between 10 and 20 km, it may have between 5-20 obstacles, there's no guarantee we'll have photos of your event, and safety is not guaranteed but by the way there are no refunds, Take your chances! But of course no one would pay for the event if they knew this is how you are treated once they have your money. So no... my complaint was not resolved, and tough Mudder has made it very clear, it never will be resolved. Because that's how they do "business".

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Thank you for your assistance in this matter. During the registration process to purchase a ticket to a Tough Mudder event, a customer must first read and accept our terms. These terms, and the terms that [redacted] agreed to contain the following clause: "Fee Refunds: I understand that all fees and associated costs (including optional product purchases, spectator tickets, and donations), paid in registration for this TM Event are not refundable for any reason." Attached please find a screenshot of the registration page for [redacted]. At the very bottom of the page, there is a check box as well as the text "I agree to the above waiver," which [redacted] checked when she completed the registration for the event that she signed up for. Additionally, any customer who participates in the event must also read and sign these same terms in hard copy at the event venue before participating in the event. [redacted] both completed her registration and ran the race, both of which require acceptance of the above terms as a prerequisite. If you require the actual document signed by [redacted], it would be difficult, but I may be able to locate it. If the above is not sufficient please let me know if there is anything else that I can do to help you resolve this situation. Sincerely, [redacted]

Review: I was supposed to be a participant in the Tough Mudder Seattle on Sunday September [redacted], 2015. I could not participate on Sunday due to injury sustained to my knee on Friday evening and I did not enter the race on Sunday.

I stopped by the registration booth on Saturday and they said I had the option to Transfer my registration to a future event and recommended I go to the website to try or contact the event organizers. I made the attempt online but was not able to transfer my registration online and I sent an email due to the future date not being available for selection at the time of my attempt. I selected Seattle 2016 and received a website error.

Once the date was made available on Monday September [redacted], I contacted Tough Mudder Support on September **, 2015 to request they allow my registration for the Seattle 2016 Tough Mudder. On September [redacted], Ratnesh from Tough Mudder support replied denied my request, saying it was not fair to all Tough Mudders. I immediately replied requesting a one-time exception for a new participant and worst case, at least getting my t-shirt which I understand was provided to participants on the day of participation. I have not received a reply.

I am a first time participant and was not completely aware of the Transfer policy rule. In addition for the $192 I paid I did not participate nor did I receive any of the registration items (ie. T-shirts) that I deserve for the registration. Since the Seattle date was held until the day after the Seattle 2015 Tough Mudder, I have a fair request for the exchange of registration from 2015 to 2016.Desired Settlement: My desired outcome is enrollment into the September 2016 Seattle Tough Mudder.

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Review: I signed up for tough mudder in early 2013, but in March 2013 I was stabbed outside of a gas station. I lost all function in my right hand and I could not run the Tough Mudder. I requested a transfer to the 2014 event, and it was granted. I also requested that the transfer fee be waived because of my unique situation. The customer service representative told me to sign up for the event, and then she would refund me the money. I knew that didn't make sense because one of my friends who was also on my team worked with a different representative and she simply got a new code for her transfer and all fees were waived. I told my representative this twice, and she still told me to sign up and pay for the event and she would refund it. I paid for the event and emailed her to let her know. She emailed me the next day to let me know that she would not be refunding my payment.

it's ridiculous that I was stabbed to death, and I have had to deal with that situation, and now this employee is literally lying with every intention of cheating customers. I emailed her very reasonably asking to speak to a manager to resolve the situation and she simply ignored the email. I am a United States Marine Corps veteran, which plenty of scars and combat, and it's appalling to me that an organization purporting to represent our wounded veteran population would treat a fellow WOUNDED veteran in such a manner. It's just disappointing.Desired Settlement: I want a refund of both my original payment and the transfer fee. That is a total of $168.42. I am not running in their event, because I will not support an organization with such despicable business practices. I also want the employee, [redacted], to have her employment terminated. It takes a very questionable character to lie to people like that, and she doesn't deserve to work at a place that is supposed to support and represent veterans such as myself.

Business

Response:

Made an exception and issued refund on the transfer fee. Customer should be set.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[The transfer fees were not waived. Part of the fees were waived, but there is another portion of the fees that were not refunded after a verbal agreement was made to refund them. I have copies of those e-mails attached, I believe that may assist the business in remembering the promise that was made. Also, the transfer fee waiver response doesn't address the fact that several cordially written e-mails with legitimate complaints and concerns have been deliberately ignored. I've also attached the second e-mail that I sent which never received a response.]

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Tough Mudder does not offer refunds for registrations purchased online or at the event. This policy is communicated on our website, and agreed to when purchasing the registration. Unfortunately, we cannot make exceptions to this policy. The policy that each customer agrees to during registration is below:I hereby understand and acknowledge that all fees and associated costs (including optional product purchases, spectator tickets, and donations), paid in registration for this Tough Mudder event are NOT REFUNDABLE FOR ANY REASON, under any circumstances, including but not limited to injury, a scheduling conflict, and/or event cancellation. I also understand that active duty or deployed military participants may be entitled to a refund on a case-by-case basis upon providing sufficient, official documentation regarding the deployment that conflicts with participating in the event.The customers original request was to have the transfer fee waived. We honored the customers request and waived our standard transfer fee. The customer will not accept this offer and TM has provided every accommodation that we could.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Once again, in order to satisfy this complaint, refund me the ticket price. Since you're having difficulty reading what I'm typing, I'll just copy and paste a few of my original responses: I signed up for tough mudder in early 2013, but in March 2013 I was stabbed outside of a gas station. I lost all function in my right hand and I could not run the Tough Mudder. I requested a transfer to the 2014 event, and it was granted. I also requested that the transfer fee be waived because of my unique situation. The customer service representative told me to sign up for the event, and then she would refund me the money. I knew that didn't make sense because one of my friends who was also on my team worked with a different representative and she simply got a new code for her transfer and all fees were waived. I told my representative this twice, and she still told me to sign up and pay for the event and she would refund it. I paid for the event and emailed her to let her know. She emailed me the next day to let me know that she would not be refunding my payment. it's ridiculous that I was stabbed to death, and I have had to deal with that situation, and now this employee is literally lying with every intention of cheating customers. I emailed her very reasonably asking to speak to a manager to resolve the situation and she simply ignored the email. I am a United States Marine Corps veteran, which plenty of scars and combat, and it's appalling to me that an organization purporting to represent our wounded veteran population would treat a fellow WOUNDED veteran in such a manner. It's just disappointing.After which I was refunded the transfer fee. You can imagine that I wouldn’t be supporting your organization after that, so my complaint requested a FULL refund. I saw your ridiculous policy, but if you want this complaint resolved, then that’s what you will do.You guys are unbelievable. You should honestly be ashamed. I have taken great pleasure in changing the intended group event of two of the groups I belong to, with a total of 58 individuals, from the tough mudder to the warrior dash. I have told everyone how despicable your business is, and at least 5 other people decided not to do the tough mudder after hearing what you did. You just waited a year to try and remove this from your record...as if I would forget about it or something. You have copies of the emails in the previous complaints, so I'm not sitting here going through it again. This complaint will not be resolved until I'm refunded the remaining $138.42, I have proof that Jasmine's employment was terminated, and I get a thoughtful written apology. Anything less than that, and no matter how long you wait, you're wasting your time trying to resolve this complaint. Unbelievable. I originally was told that I would have my transfer fees waived, but then I was lied to (worse than any other company I have ever experienced) and literally deceived into paying full price for a ticket, only to be told that I would actually not get my transfer fee refunded. ONLY after I filed a Revdex.com complaint did my transfer fee get refunded....there's only one problem. You clowns are terrible people... my Revdex.com complaint specifically says I want a FULL refund, because I won't be running in your event after the way you treated me. So, you actually haven't done "everything you can to make me happy." You've done exactly 25.3% of what you can do (that's the percentage of money you have refunded me that you need to refund me.) So, like in my last response, I'll make it simple again. Refund me $138.42 and we will be all set. I don't understand why this is so difficult to comprehend, it's the exact same thing that I said in my original complaint. You should also have fired Jasmine and provided proof, but I've given up on any integrity from Tough Mudder, so in terms of this Revdex.com complaint, just refund me $138.42 like you should have months ago, and we can "resolve" this. Otherwise, just stop wasting your time replying, because I'm not resolving this complaint until that happens.

From this point forward I'll simply be copy and pasting this exact response. Refund me $138.42, and we'll call it resolved. Have a great day!

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: Tough Mudder races are not cheap. My husband and I placed an order of $349.24 to attend a race next month. First of all, we bought the $10 registration protection for each ticket, as their website advertises, "Registration Protection allows you to make a worry free ticket purchase by giving you peace of mind that you can re-coup 100% of the paid ticket price (including fulfillment fees) if you are unable to make it to your event for specified reasons. From traffic delays to injury or illness, adverse weather conditions, strikes, accidents and more, we will make it easy for you to file your claim and get your money back." The reason we can't attend anymore is that we found out that we are expecting, and my doctor strongly advises against it. I know pregnancy is not on the list, but I'd think it qualifies as a medical excuse. Anyway, I still want to do this race after the baby comes, and so my reason for filing a claim is because I have contacted them several times with no response regarding a problem when I go to transfer our race to an event next year. I have followed the steps on their website, and I keep getting the message, "Bummer. Looks like registration for this event is not available." I've tried to contact [redacted], but their phone number is just an automated system that tells you to contact the event organizer and then hangs up. I get automated emails when I contact Tough Mudder that someone will be in touch shortly, but I get no response, I've made messages on their [redacted] that seem to be ignored, but then they will respond minutes later to another comment. I know that they will keep my money, case closed, if this doesn't get resolved before August [redacted] when tickets get activated or whatever. How does a company supposedly worth $70mil not have a phone number or respond to emails?!Desired Settlement: I want a bug in the system to be corrected so that I am able to transfer my race to a future event.

Business

Response:

This is being handled by Tough Mudder customer service and we are in touch with the customer.

Review: I have been unable to contact tough mudder as they have not responded to any of the three previous emails I have sent them about my inability to transfer two tickets I purchased to the 2015 Dallas event and I am wanting to transfer to the 2016 open.Desired Settlement: Ability to transfer tickets to 2016 open ticket

Business

Response:

This is being handled by Tough Mudder customer service and we are in contact with the customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,