Tough Mudder, Inc.

Review: I ran a tough mudder in wisconsin 2014. During this time they were advertising that you could could sign up for an open ticket for next years event for only $79. I bought the ticket in advance. I have now tried for weeks to get to the point where I can print the ticket and run the Twin Cities Tough Mudder for Saturday july ** in hudson wisconsin. They use a service called [redacted] that makes it very difficult to sign up and they do not answer phone calls and send generic emails that do not fix the problem. They also tell you if you have a problem to get a hold of tough mudder directly. Tough mudder is now charging me an additional $172 from what was promised after finishing last years race. The only thing they did was take the amount I paid last year and deducted from an inflated price now. This was not the deal last year. This has been a terrible experience and false advertising. They have had my money for almost a year to sign up ahead of time and now want more than twice as much of the advertised price I already paid for. They don't tell you when you sign up at the end of the race that you will charged additional money including a transfer fee of $30 because you had a general ticket purchase. Very disappointing and wrong.Desired Settlement: I want refund for all additional cost above the promised price $172.00 and a change in how they do business. They don't tell you when you sign up at the end of the race that you will charged additional money including a transfer fee of $30 because you had a general ticket purchase.

Business

Response:

[redacted]' was issued a refund for the overcharged amount on July **, 2015. To avoid being charged any additional fees when transferring from an open ticket in to an event in the [redacted] platform, a transfer code is required. Because James was unable to successfully apply his transfer code, he was charged an additional registration amount. This dollar amount has been credited back to his account as of July **, 2015.

Review: Paid full price for two entries for an event; which, included registration protection for full refund. Received confirmation and tickets to the event. Three months prior to the event, the company notified all participants that the event was cancelled and all entrants would be automatically registered for an event in a different location (several hours in a different direction) and on a different date (almost six months later). The company did offer a refund to sign-up for another 2015 event or a free transfer to an event in 2016. We put in a request to receive a refund and sign-up for another event for 2015 that was closer to find it would cost almost $60 a ticket more per person. The company's website does not provide a customer service telephone number; however, does provide a customer support request form. There were three attempts to contact the company via the customer support request form and one attempt via social media. The company claims to respond to all requests within three business days but this has not happened on any of the occasions.Desired Settlement: Would like to sign-up for another 2015 event of our choosing without additional fees. Would also like to still receive a free "finishers t-shirt" that is discontinued for anyone that registers for a 2015 event past *-FEB-15 since we registered a couple months prior.

Business

Response:

This issue has been resolved. The customer was transferred to the desired event.

Review: Tough Mudder had an event scheduled in the Poconos on April [redacted] 2015. I purchased a ticket and requested the day off work. I received an email stating the event was cancelled, and that a refund or entry to a future event would be provided. I requested a refund. This was over a month ago, I have been getting the run around on this supposed refund and now they stopped replying to my inquiries.Desired Settlement: A check in the full amount I paid, including the insurance and registration fees.

Business

Response:

Refund was processed on 4/**/15 and can take 5-7 business days to post in the account. Please advise the customer to contact his bank for assistance.

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 contacted [redacted] credit services and received this: Dear [redacted],Thank you for contacting [redacted] about a merchant credit on your credit card account ending in [redacted].This account was closed, and the account records are no longer on file. I am again requesting a PAPER CHECK be mailed to my residence, not a refund to a closed account.Thank You

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 had an existing complaint that got closed out because I was told to wait 30 days for the refund to process. The refund never processed and now the company is ignoring my emails. My original Revdex.com# was [redacted]. I just want my money back without the runaround I've been receiving

Sincerely,

Business

Response:

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

Review: Tough Mudder (TM) advertised a 25% discount on tickets and I decided to modify the spectator pass I purchased to a participant pass. The TM website indicated a spectator pass could be changed to a participant pass for an addition cost. The TM website also stated that the cost of the spectator ticket would be applied against the cost of the participant pass. I followed the instructions provided on the TM website ([redacted] ) but the transaction could not be completed due to an issue with the TM website. On May [redacted] I contacted Tough Mudder customer support in regards to the registration issue I was experiencing. The service request was closed without addressing my concern and TM declined to honor the sale price. On May [redacted] I created a new trouble ticket for the same issue. Since creating the second trouble ticket TM has done very little to assist me with the issue. TM customer support insists the issue is with my computer or my internet browser. However, I have tried two different computers and three internet browsers. I also contacted Eventbrite customer service for assistance and Eventbrite confirmed the problem is with TM. Because I was not happy with the response I received from TM on May [redacted] I asked for a [redacted] to contact me; I have yet to be contacted. Due to the delay caused by the Tough Mudder website and Tough Mudder customer support I missed the advertised 25% off sale. Also the event ticket price has since increased. It has been a very frustrating and disappointing experience. The only thing more challenging than the TM obstacles is dealing with TM customer service. Thank you in advance for your assistance with this issue.Desired Settlement: I would like the spectator pass upgraded to a participant pass at no additional cost, or all of my purchases for this event fully refunded (including all fees). For this event, the 2015 Tahoe Tough Mudder, I purchased three participant passes and one spectator pass.

Business

Response:

This is being resolved through Tough Mudder customer service.

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. It was a difficult process but they did honor the advertised price and manually completed the registration. I am not sure if they fixed the website issue that caused the initial problem.

Sincerely,

Review: I have been trying to contact Tough Mudder through their support email for over 2 weeks. I have sent 5 requests for help. I was signed up for the New England Event at [redacted] on June *, 2015. I occurred a shoulder injury about a month ago and could not participate in the event. TM lets you transfer your registration to the next year if you cannot participate. I tried to do the transfer multiple times and it says that the transfer to next year even is not active and is unable to complete this. I tried to contact Tough Mudder about this issue and have received ZERO response from them. I contacted [redacted] who does their registration and was told I had to contact Tough Mudder. TM policy is that you can transfer up to the Friday before the event or you then lose your registration costs. I tried multiple times to transfer and was unable to because of their system. I should not lose my registration costs because their system does not work and they have no customer support.Desired Settlement: At this point with the total lack of customer service I just want a full refund.

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 have determined that my complaint has NOT been resolved because:

Hi,This case was not resolved. I was out of the country with out access to email or phone from June ** 2015 to July * 2015. Tough Mudder responded to my original complain that it was being handled through TM customer support. Again this is not the case because they do not respond to any of my emails, or acknowledge any of the questions that are in my complaint. I want this handled through Revdex.com due to severe lack of response from Tough Mudder and the fact that I am unable to contact them because they will not supply a phone number or answer emails. I was send a response to my complaint from Tough Mudder on July [redacted] stating that I had 4 days to respond to them. I was unable to due to not having access to email or phone. They did not answer any of my questions from my complaint sent to them nor did they try to resolve any of the problems or offer a refund, they simply stated that even though they have a option on their website for a transfer it may not be open. I am still requesting a full refund and that this case be re opened. This has been dragging out since the middle of May 2015 and it is not the last day in July 2015.

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 race 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.

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 business still not recognizing that I tried to follow their path for a transfer and that it failed multiple times and absolutely zero customer support was given in the process. They have tried to get me to give them more money in a promise of a refund of that, yet they state they do not do refunds of any kind which is completely contradictory of what they have said. They are clearly capable of doing refunds. They still will not recognize my request and continually ask what I would like to do.This has been dragging out for almost 4 months. I am still requesting a full refund of $182.33 and would like this ended and move on.

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

Sincerely,

Review: I have run the tough mudder race 2x before and the organization always offers a discount open ticket at the end of the race via email. I purchased the open ticket the last race I participated. I attempted to apply the ticket to Nov * 2015 race in palm bay, fl. I did this on Oct **, 2015 and immediately noticed that the open ticket did not apply for the race and my credit card was charged for the price of a new ticket which they must have had on file from previous event. I have been attempting to resolve this since Oct ** and have spent to much time attempting to resolve this with TOUGH MUDDER with no response many times and the times they have responded have been cut and paste responses that could not be the expected resolution for a problem of being overcharged. I had every intention of running 10 races with TOUGH MUDDER to earn a special head band they hand out. I will have a very hard time continuing a relationship with the organization after this horrible experience.Desired Settlement: There is only one outcome that would be acceptable in this situation.

1. full Refund of the amount overcharged to my credit card 176.62

2. My open ticket that I purchased for 77.75 applied to Nov * 2015 event in [redacted] Florida

[redacted]If this is not resolved by the event day then a refund of # 2 would be expected as well[redacted]

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: Original transfer request submitted 9.**.15

Tough Mudder allows ticket transfer, and has admitted in emails that this should be done. When trying to transfer, every option link was not working correctly, not allowing me to transfer my ticket. Their customer service team has ceased to respond to emails. It has been over a month, they have repeatedly closed my support tickets and did not follow through on my transfer.

At one point they gave me four days to resubmit all required information to transfer my ticket "or else nothing could be done by the Tough Mudder team", which not only was an arbitrary rule not in the contractual agreement but was also still followed anyways by submitting within 24 hours all required information. Nine days later, and I have not been resolved.

10.*.15

Hi Ryan,

My name is [Customer Service Rep Name] with the Mudder Services team here at Tough Mudder and I would be happy to help out with your transfer.

For situations like this, we do make exceptions to allow transfers for those who contact us immediately after their event weekend. Our team will confirm you did not attend, however, you must let us know within the next 4-days as to which event you want to participate in by responding back to this email thread. If we don't hear back from you once this deadline passes, there is unfortunately nothing we can do to complete your transfer to another event.

Here is what we need from you:

**Information Required**

Your Name:

Your Email:

Your Order #:

Reason For Not Attending:

Event Location To Transfer To:

Event Date To Transfer To:

**Rules & Regulations**

+ Transfers must be made into open events. You must find an event that is currently open for registration to transfer to. Please visit our [Events Page] ([redacted]) to view all available event options.

+ These transfers are final sale transfers. You must transfer to your chosen event listed above, and you must participate or spectate at this event. Your registration cannot be transferred to another event after this transfer is processed.

+ There is a $30 transfer fee to move from one event to another. No exceptions.

We look forward to hearing back from you and helping you complete your transfer.

Mud on,

[Customer Service Rep Name]

Ticket History:

Questions Description

Hello, I along with two other friends all messaged last Friday to get our tickets for Tough Mudder Wisconsin 2015 moved to 2016. They received responses but I didn't. I sent my request before the deadline of 11:59PM on Friday, please let me know the status of my ticket.

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

10.*.15

Required information as follows-

Name: [redacted]

Email: [personal email]

Order #[redacted]

Reason for not attending: Conflict

Event Location To Transfer To: 2016 Wisconsin

Event Date To Transfer To: October [redacted], 2016Desired Settlement: Honor my ticket transfer to Wisconsin Tough Mudder 2016 Sunday. You have all the information needed, your customer service team is negligent and over a month later I still don't have what has already been admitted by Tough Mudder my legitimate ticket transfer to October [redacted], 2016

Business

Response:

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

Consumer

Response:

An employee has reached out to me with a non-templated response directly referencing my issue and offering additional resolution to team members also affected. The link the employee provided worked correctly and allowed me to purchase a ticket for the transfer fee of roughly $30. As far as I can tell, my request has been completed to my satisfaction.---------My name is [Employee name] with the Mudder Services team here at Tough Mudder and I would be happy to help you out here. You can use the link below to register for Tough Mudder Wisconsin on Sunday, October *, 2016. Add the $30 Late Transfer Participant Ticket type at the bottom and then select the orange 'REGISTER' button. On the following screen, provide the requested information to complete the registration process. If your teammates still need to transfer over as well please send over their names, emails, and order numbers.

---------

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 three registration tickets, two for the 2015 Minneapolis event with one parking pass. The race was ultimately cancelled on the date we could participate due to storm damage, TM offered transfer of the tickets to another event due to the complications. I attemped to transfer, several times, which did not work. The website would only generate one transfer code which expires with one use, and I had three overall transfers to make. TM sent an email indicating the transfer would expire on 8/**/15, I tried to transfer several times and couldn't get it done so I emailed them on 8/** requesting assistance and never heard back, then tried again on 8/** and never heard back, now the registrations are expired due to a problem with their website and they won't respond to my emails or tweets to them requesting help. I'm out nearly $400!Desired Settlement: I want to transfer all three registrations to a 2016 event as promised.

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 have determined that my complaint has NOT been resolved because:

I have been contacted by Tough Mudder, they requested to know if I'd like my tickets transferred to an open event tickets for use next year, I responded indicating yes, I await confirmation of completion. This matter is not resolved until I've received confirmation that my tickets have been transferred. Thank you

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

Sincerely,

Business

Response:

[redacted] has been contacted and was given confirmation from Tough Mudder that both of his tickets have been transferred.

Review: I have completed 3 Tough Mudder Races in MN/WI in the past 3 years. This year it was delayed/cancelled due to the weather (which I completely understand). I love the race.

The day prior to the race, I purchased a $35 parking pass. While completing the transaction, I kept getting an internet “ERROR” page that said “please try again”. I attempted to purchase 2 more times with the same result. I went online and chatted live with one of the Tough Mudder representatives who suggested that I use a different internet browser to complete the transaction. This worked and I received a confirmation email for this purchase. I only received one confirmation letter in my email.

I checked my bank statement the following week and noticed that Tough Mudder had charged my credit card 4 times. I have now paid $140 for no service received. I have been unsuccessful contacting Customer Service (5 attempts made through live chat/online help forms/emails). There was no service received for one parking pass much less 4.

My bank is also working on resolving the issue with no success.Desired Settlement: I would like a refund for my parking pass as well as a refund for the erroneous charges to my credit card.

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: Order Summary

January **, 2014

Order #: [redacted]

[redacted] Tough Discount - Participant 1 $116.80

TOTAL $116.80

Charged to: [redacted] - XXXX-XXXXXX-501

I am trying to sign up for the Michigan Tough Mudder on September [redacted]. Last year I was signed up for the Nashville TN one on Sunday which was cancelled due to inclement weather. I was told I was not receiving a refund but could do any event and am trying to sign up for the Michigan one in September.

I have now sent Tough mudder and event brite multiple emails (about 15) about this situation. It has been over a month now with only one response of it being escalated weeks ago. I am not happy at all with Tough Mudder I have ran multiple races in the past which I enjoyed but cannot believe the customer service. I payed for a service drove 500 plus miles to do the event and it was cancelled and Tough Mudder just took my money. I am a Marine Corps veteran that enjoys the cause and the races but don't enjoy just getting my money taking from me and now nobody will get back to me from Tough Mudder. I drove 10 hours last year to due the Nashville Tough Mudder and it was cancelled all I am trying to due is use my race ticket from that and schedule for Michigan this year. I was told I would receive a code by email but never did. I now am going to have to start letting my friends and media know about how tough mudder treats Military Veterans.

Some of my emails sent to Tough Mudder

Tough Mudder Support #[redacted] Tough Mudder Support #[redacted]

Tough Mudder Support #[redacted]

Tough Mudder Support #[redacted] Tough Mudder Services :: [redacted]Desired Settlement: All I am trying to do is get what I paid for a Tough Mudder Race. So please get back to me so I can run the September race in michigan

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. All the emails I did did nothing. Once the Revdex.com got involved Tough Mudder replied to me emails within an hour or so. Thank you

Sincerely,

Review: I purchased an open ticket after the Colorado 2014 Tough Mudder event. I paid $99 in 2014 thinking this covered the full 2015 Tough Mudder ticket price. The promotional verbiage said "purchase an open ticket today, and you'll be able to transfer your registration to any event for free later in the year".

I'm following the open ticket transfer instructions on the Tough Mudder website. I'm being told I need to pay an additional $121.33 to transfer my open ticket to the [redacted] 2015 Tough Mudder on September [redacted].

I reached out to Tough Mudder on 7/*, received a reply requesting more information on 7/**, I replied on 7/** (out of town for a week), started a new customer service ticket on 7/**, rated my previous customer service ticket as bad service on 7/**, and finally contacted the organizer through Event Brite last week and have not heard back.Desired Settlement: I want my open Tough Mudder ticket transferred to the [redacted] 2015 Tough Mudder on September [redacted] for the open ticket price that I already paid $99.

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: In July an event hosted by Tough Mudder, Inc. was canceled due to hazardous weather conditions. I received an e-mail stating I could transfer my registration to a different date and was unsuccessful. I attempted to contact their Customer Service several times, but I have yet to receive a reply.Desired Settlement: At this point I would only feel that this issue was completely resolved if I receive a full refund for my registration as well as my parking ticket, neither of which I was able to use.

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]. They have indeed reached out to me and this matter is resolved. Thank you for your help in the matter!

Sincerely,

Review: I signed up for the Twin Cities 2015 race and Saturdays event was cancelled do to weather. Later I got an email saying I could transfer to any 2015 or 2016 event. They gave instructions on how to do this but my eventbrite page never had a transfer option. So I filled out there contact form and waited. A week later I got a response saying I could not transfer to a 2016 open ticket but could transfer to Twin Cities 2016. Which was fine so I emailed back and nothing has happened. I have opened other tickets trying to get help but I get nothing. Some responses say sending to supervisor and never here back in the three days like they say. Finally I got a response that said closing all tickets except one and refer to that which has led to nothing. All I want is to get my event transferred since I paid for it and they cancelled the event.Desired Settlement: I would like help getting this issue fixed and my Twin Cities 2015 transferred to the Twin Cities 2016.

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: My Wife and I Purchased tickets to an event for the toughmudder. We have done business with them in the past and had a great experience.

Unfortunately my wife was injured and we were not going to be able to attend the event. We requested information from Tough Mudder on how to transfer our tickets to another event.

The directions given to us did not work, and we reached out for assistance several times. As we approached the deadline to make a transfer, we could still not get a hold of anyone to help us. We made it very clear we were trying to transfer our tickets within the alloted time, however their website would not work, and we needed assistance.

The event has passed and I have still never heard back. I have emailed them 10+ times. I have tweeted them, I have [redacted] them, I have called the office and I have also send an email to the CEO. We have had no real response from them.

My ask is that we transfer the tickets we paid for to another event, which is allowed by their t's & c's.

As they have refused to respond, I am filing here, before I take the issue up with [redacted] to reject the charge as the service was not rendered.

I enjoy the company and it is truly a shame that they choose to ignore simple requests from their customers. Especially ones who are repeat buyers and were not pursuing a refund.Desired Settlement: As we did everything required on our part, within their notification period to transfer our tickets, I would like the ability to select a different event, as we were forced to miss our because of an injury.

I would like to speak to a person live to resolve the issue, before I am forced to involve the banks.

Business

Response:

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

Consumer

Response:

They have responded and completed my request. Thank you for your amazing service. I wish their company would have responded in a way which you did.

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 registered myself and my husband to compete in a Tough Mudder event in Virginia in 2013. The event was cancelled due to the weather. I was told I could transfer our registration to a 2014 event. After several emails back and forth between Tough Mudder, they still have not provided me with a transfer code to register for the 2014 Virginia event.Desired Settlement: I want my registration fee back for myself and my husband. The registration was $321.50 and my 2013 registration confirmation code was [redacted]

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 ran the Tough Mudder race in 2014 and afterwards, took a survey to receive a discounted price for signing up for the 2015 race. Since it was so far in advance, I went ahead and added the insurance/registration protection as part of my ticket. Unfortunately, I was injured before the race in 2015, so could not participate. I went to the doctor and obtained proper documentation and sent in my claim and all documentation to EOS to file a refund. However, they needed a copy of my ticket that shows the insurance/registration that I purchased as a separate line item. As of now my ticket just reads "Future Event Transfer - Participant $100." I need a copy of the registration ticket that shows the insurance/registration purchased as a separate line item. I have contacted Tough Mudder twice through their customer help request form on their webiste (once on 9/**/2015 and once on 10/**/2015) and have yet to hear back despite a promise to contact the customer back within a week. I also left a short message on [redacted] with no response. I would like to get a hold of customer service to get this fairly simple issue resolved.Desired Settlement: I would like to get a copy of my registration that shows the insurance/registration that I purchased as a detailed line item on the ticket.

Business

Response:

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

Review: I was unable to attend a race and so I contacted tough mudder and was helped by rep Tricia to make arrangements to transfer to another race. Later the transfer code I was given didn't work. You can't email their customer service directly. You have to fill out information online and wait to be contacted which is very inconvenient. The next person that reached back out to me was named Amit and he responded that there are no transfers. I forwarded the previous messages from Tricia saying otherwise and asked for his assistance to book another race. He ignored four of my communications and never helped me book a new race. I'm really upset that I was ignored. Such an unfair business practice to not provide what is promised in your terms and then ignore your customers.

Business

Response:

Can you please provide us with the transfer code from Tricia? We have a no refund policy and allowed you to transfer from 2014 to 2015, which we will honor for a $30 transfer fee.

Review: I ran the Tough Mudder in [redacted] in August 2014. Costs for these races are around a few hundred dollars. At the end of the race, runners were offered a steep discount if we purchased tickets in advance for the 2015 event within 48 hours. Several friends and myself went ahead and took advantage of the deal, paying $111.13 each. On December **, 2014 I contacted Tough Mudder via email as they do not offer a phone number to Contact them, to figure out the dates scheduled for [redacted] and was told to check back later. After several months of checking their website and multiple emailed attempts to find out when it would be scheduled, they confirmed TM will not be in [redacted] for 2015 at all. I requested a refund multiple times and was either ignored or forwarded a generic response on their cancellation policy. I explained the situation multiple times, each time being told the same thing that they don't offer refunds and the only way I could use my ticket, is if I requested a "transfer" and traveled to another state where a TM event would be hosted. They marketed and presold tickets that were never going to be available and I would like my money back. Their service and communication has been terrible and I will never pay to participate in one of their events again.Desired Settlement: Full refund of $111.13

Business

Response:

Customer is in contact with our customer service team; this will be resolved via customer service.

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 have not been refunded. My only option for resolution, is to transfer my paid race ticket to an event in another state.

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

Sincerely,

Business

Response:

[redacted] transferred her ticket to another event (see attached)

Review: In September 2014, I had purchased tough mudder ticket for an event in Edmonton, AB, Canada in September 2015. February 2015, I realized I could not go and emailed them immediately. IN FACT, I attempted to email over 40 times to get a hold of somebody to have my ticket transferred. I opened tickets as well. Several months later, about July 2014 is when I received the first response which was a generic "we have received your claim, someone will be in touch in a few days." I had seen that message sent to me each time I replied. In October 2015, way past the event, I received an email after countless tries to get in touch with Tough Mudder stating that I can transfer my ticket for an extra $30. At this point, I was not interested in attending any further events or have anything to do with this company. I declined and wanted my money in lieu of the INCREDIBLY lengthy wait times and no resolution. This company is the worst company I had ever dealt with when it comes to client care. They are disrespectful and rude. This whole experience has been incredibly poor and against all the good things they claim to be. I had emailed them again, since it is CLEARLY (enter sarcasm) only my duty to follow up on this issue, in December and received yet again a generic "someone will get back to you in a couple days." Well, it is January **, 2016 and I am still waiting. I had emailed them again today asking for a customer service number since apparently they don't post one online.Desired Settlement: I want my money fully refunded ($146 and change) and case closed. That's all I am asking for!

Business

Response:

This issue is being handled by Tough Mudder customer support and we are 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 signed up to run the Tough Mudder last year. I later received military orders that prevented me from participating. I contacted Tough Mudder within the amount of time required for a refund. I was told a refund would take place. It has been about 7 months and I still haven't received a refund. I have been bounced back and forth with much contact between myself and the Company. I have had no contact from the Company since December [redacted] when they told me about the [redacted] time) that they were working on it.Desired Settlement: I'd like them to honor their money back guarantee they give to Military. It's clearly stated in their information about refunds, but I have yet to receive one. I've provided information they requested. I just want my refund like they promised.

Business

Response:

Hi Brian,I reached out on February [redacted] regarding this issue. I can assure you that we will definitely get this sorted and are looking forward to getting you your military refund. Please refer to #[redacted] as we will be directing all communication and updates there.Best,[redacted]

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:

Its the same assurances I've been receiving for months. "we're working on it and will get your refund." I've had 2 different requests closed by them in the past when they failed to resolve the issue. I'm often told "it's sent to a manager who can handle it." and then get nothing after that. Response rejected. I'll keep rejecting until they show action, not only words.

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

Sincerely,

Business

Response:

This issue has been resolved. The customer was sent a gift card on 06/**/2015.