Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/10/2022

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed ** *** *** ****** up for a 5k Foam Fest race that was to be held in Moncton on September 7, 2019 (order # ********** and #*********). On September 5, 2019 I received an email regarding a cancellation due to a hurricane. The event would be carried over into the next year. This event has been cancelled by them in 2019, 2020, 2021 and now in 2022. The event cost me $147.23 and has still not occurred, I can see postponing the event by a year but to still be carrying my money forward for years ***** ************. They are now asking us to transfer our ticket to another event. I signed up for this event **** ** *** for September 2019. I have requested a refund back in 2021 but Jaclyn ****** (their email contact) said no. *** ** *** **** **** **** ************* ** *** ***** ********** * ***** ***** **** * ****** ****** ** **********

• Initial Complaint

  Date:27/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up a team for The 5km Foam Fest Moncton in 2019, At the time of signing we all understood that if weather was to cancel the event our tickets would be transferred to next years event which we were ok with. 2020 Covid-19 ( A Global Pandemic) happened and cancelled the event once again, we thought that because it was a Global Pandemic that 365 Sports would give us our money back.... wrong they told us it would be transferred to next years event in 2021. Ok, not a big deal we just go next year ! Pretty much every event in 2021 was cancelled, still they wouldn't return the money and we were again told "we will see you next year ". 2022 event was cancelled almost at the start of the year with *** ******* ** " your tickets are transferred over to 2023 and we will see you next year". At this point the 4 members of the team are **** *** ** and we were going to try to make the 2023 event as we spend close to $400 on tickets, only to receive an email last week (September 2022) that the outdoor space they use is no longer available by the city of Moncton as it's being developed but we can do a virtual run to make up for it ! *** no we paid good money for the actual run and don't wish to do a virtual run. I have been in contact with 365 sports every year for a refund and still nothing, we didn't pay for a virtual run *** **** ** *****. **** ****** ** ****** **** ** *** ***** ** ******* **** ***** **** **** **** ***** **** ****** ***** *** ********* ******* * ****** **** *** *******

  Business Response

  Date: 27/09/2022

  Hello!

  The original event date in 2019 was produced.  We were on site and all set up ready to go when a Hurricane hit.  Weather is a risk for any outdoor event and this is why we CLEARLY NOTE NO REFUNDS ON REGISTRATIONS, on the event page prior to placing and order and again in the waiver all participants approve during registration. This is a policy used by all large scale event companies.  No refunds on ticketed events.  Its always been our policy since 2015 and most are understanding of the fact that when you purchase a non refundable event ticket there is always a risk of not getting a refund. This was completely out of our hands and have done our best.  Even though this event was indeed produced, we out of the goodness of our hearts offered to keep their credits on file for a future event. 2 years of pandemic followed.  We have since offered multiple transfer options to the participants so they can recoup their funds if they chose too attend a different event.  They can also keep their credit on file with 365 Sports for a future event if they do not want to transfer to our HoHoHoliday 5k event which was also offered

  Customer Answer

  Date: 28/09/2022

  I am rejecting this response because: They are no longer able to hold the event in Moncton like they promised and have no idea when they will be back. I would totally be on board with attending another event if the nearest event wasn't a 10 hour drive away. A virtual run is not what we paid for we paid to take part in the actual event ! If  365 sports can't deliver the actual event at the location that was set up a refund of the fund we paid  is needed.
  
  
  
  
  

  Business Response

  Date: 11/10/2022

  Hello,

  As previously explained our no refund policy is clear and firm. ********* ******* agreed to this policy when she registered for the event. The terms are clear. We have offered to transfer her ticket multiple times and given multiple options to her.  Most participants are understanding as they realize it was a hurricane and then a pandemic that postponed the event - it was not our choice and our business also suffered dramatically losing 4 event seasons.  We are lucky to still be in business post pandemic and ABLE TO OFFER A CREDIT as it sure beats the alternative! Many event companies went bankrupt in the pandemic, luckily we were not one of them.  85% of Moncton participants have opted into another event already but ********* is more than welcome to wait until she finds a event she would like to attend. We will keep her credit on file.

• Initial Complaint

  Date:26/09/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Tickets for a Foam Fest even we’re bought 3 years ago. The even was cancelled by the provided to to weather. We were promised a new date for the following year. After 3 years we were just told that the even would be be happening. That instead we could participate to a winter virtual run, with no option of a refund. This is far from what we agreed to pay for. I have reached out to the company and they are adamant that they will not provide a refund , even if the service was never provided and will not be provided in the Province again.

  Business Response

  Date: 27/09/2022

  The original event date in 2019 was produced.  We were on site and all set up ready to go when a Hurricane hit.  Weather is a risk for any outdoor event and this is why we CLEARLY NOTE NO REFUNDS ON REGISTRATIONS, on the event page prior to placing and order and again in the waiver all participants approve during registration. This is a policy used by all large scale event companies.  No refunds on ticketed events.  Its always been our policy since 2015 and most are understanding of the fact that when you purchase a non refundable event ticket there is always a risk of not getting a refund. This was completely out of our hands and have done our best.  Even though this event was indeed produced, we out of the goodness of our hearts offered to keep their credits on file for a future event. 2 years of pandemic followed.  We have since offered multiple transfer options to the participants so they can recoup their funds if they chose too attend a different event.  They can also keep their credit on file with 365 Sports for a future event if they do not want to transfer to our HoHoHoliday 5k event which was also offered.

  Customer Answer

  Date: 27/09/2022

  I am rejecting this response because:
  
  I have spoken to a lawyer and the no refund policy applies to the participant if they are not able to attend. Even if they were fully set up, the event did not happen. We were also never given the option to truly transfer as the event has not returned to Atlantic Canada since. We were told that if we do not attend the «  virtual event «  we were forfeiting our tickets. *** ***** ***** ** ** ***** ** ** refund tickets for an event that never happened, and that is not returning to Moncton NB. ** *** ***** * ******* *** **** ****** *** *** ** * *** ***** ***** *** ******* * **** ** ******

  Business Response

  Date: 11/10/2022

  I would suggest she send that lawyer a copy of the terms she agreed to when registering. It clearly states that tickets are not refundable for any reason including weather, acts of god, etc. Also, if she does not opt in to the event we have offered she is more than welcome to keep her credit on file with us which she is also aware of. Our policy is firm and the same as every other large scale outdoor event. She agreed to these terms when registering in 2019.  85% of participants have already opted into other events, and have been extremely understanding that a hurricane and a pandemic happened.  As a company who supports *********** Canada, we lost 4 event seasons and we are lucky we survived the pandemic to even offer any sort of credit - as it definitely beats the alternative of bankruptcy and bring able to offer her nothing.

• Initial Complaint

  Date:21/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ***** *** ** ****** why we couldnt of done the foam run this year. I would like my money back its been 3 years.

  Business Response

  Date: 27/09/2022

  The original event date in 2019 was produced.  We were on site and all set up ready to go when a Hurricane hit.  Weather is a risk for any outdoor event and this is why we CLEARLY NOTE NO REFUNDS ON REGISTRATIONS, on the event page prior to placing and order and again in the waiver all participants approve during registration. This is a policy used by all large scale event companies.  No refunds on ticketed events.  Its always been our policy since 2015 and most are understanding of the fact that when you purchase a non refundable event ticket there is always a risk of not getting a refund. This was completely out of our hands and have done our best.  Even though this event was indeed produced, we out of the goodness of our hearts offered to keep their credits on file for a future event. 2 years of pandemic followed.  We have since offered multiple transfer options to the participants so they can recoup their funds if they chose too attend a different event.  They can also keep their credit on file with 365 Sports for a future event if they do not want to transfer to our HoHoHoliday 5k event which was also offered.

• Initial Complaint

  Date:21/09/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We purchased 3 tickets to the Moncton Foam Fest in 2019. The event was cancelled due to weather and refunds were refused but our tickets were forwarded to the event the following year. That event was cancelled due to COVID and then cancelled the next 2 years despite tourism opening for events in NB. I requested a refund every year but was declined. They ended up offering me a free ticket for the event in 2023. I received an email today to say this event will not take place again and my only option is to participate in a “virtual run” or forfeit my ticket. This is not anything close to the foam fest run I bought a ticket for. **** *** * **** *** ***** *** **** ******** *** ** ********* ** ******* ** * *** ** ******** They need to issue refunds *** ****** *******.

  Business Response

  Date: 21/09/2022

  This original event was technically produced. The trucks were delivered, staff flown in, rentals acquired etc. The event was completely activated and paid for in full. Unfortunately there was a hurricane on the event day and we had to cancel. There are no refunds for an event due to weather cancellation. This is clear in our terms and conditions. We as a company experienced a total loss far beyond the revenue of this event due to the cancellation and damage to our event kit. We did however as a group want to come back and committed to returning to the location the next year. Then  2 years of covid happened. We had no ability to activate there despite what the complainant states it was NOT possible.  Then the city revoked our ability to use the venue.  Instead of just saying tough luck due to the weather we made a number of attempts to make this event happen. Now with no venue and so many losses we have come up with a solution for the customers to run a holiday themed 5k run at close to the same value in lieue of this event not happening. 

  We reject this complaint and have never had issues with the BBB.  We just cant afford to continue to try and operate this event and continuous losses when the first event was cancelled due to weather. 

  Thanks 

  365. 

   

• Initial Complaint

  Date:21/09/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I registered for the Moncton Foam Fest back in January of 2020. This event was cancelled and put off until 2021 then cancelled again and put of until 2022 and then cancelled again with no offer of a refund.
  
  Today I received an email from the event instructing that I can participate in a completely different activity or receive nothing. This is ********** unacceptable. Especially after waiting this long. The email:
  
  "5K Foam Fest - Moncton Update
  Its been a long 3 years since 365 Sports has been out to activate a 5K Foam Fest in Moncton. Back in 2019, 365 ops team was on site and set up the event just to have to take it down Friday before Hurricane Dorian took out the East Coast. 2 years of pandemic followed.
  365 Sports has held on and struggled through the Pandemic in order to bring live events back. Unfortunately, we have since lost our venue to construction and will not be returning to Moncton. However, our team has been working hard to provide you an event experience this Winter.
  Although we aren't able to refund your entry, we would are offering the opportunity to transfer your ticket to participate in our HoHoHoliday 5K event happening this Holiday Season in support of Make-A-Wish Canada.
  Every HoHoHoliday participant receives a Santa Suit, Finishers Medal and Holiday treat shipped right to your doorstep!"

  Business Response

  Date: 27/09/2022

  The original event date in 2019 was produced.  We were on site and all set up ready to go when a Hurricane hit.  Weather is a risk for any outdoor event and this is why we CLEARLY NOTE NO REFUNDS ON REGISTRATIONS, on the event page prior to placing and order and again in the waiver all participants approve during registration. This is a policy used by all large scale event companies.  No refunds on ticketed events.  Its always been our policy since 2015 and most are understanding of the fact that when you purchase a non refundable event ticket there is always a risk of not getting a refund. This was completely out of our hands and have done our best.  Even though this event was indeed produced, we out of the goodness of our hearts offered to keep their credits on file for a future event. 2 years of pandemic followed.  We have since offered multiple transfer options to the participants so they can recoup their funds if they chose too attend a different event.  They can also keep their credit on file with 365 Sports for a future event if they do not want to transfer to our HoHoHoliday 5k event which was also offered.