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:10/20/2023

  Type:Product 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.

  **** provides running race refund Insurance in a case a participant is unable to attend an event for a variety of reasons. One of the reasons which is on their website is; "Relocated for Work: means a requirement to move address imposed on You by Your current employer, unknown to You at the date of Booking. The move may be temporary or permanent and must be to a location that makes the travel requirement to Your Booking unreasonable." Proof of this is : Evidence required: A letter from Your current employer confirming the relocation details.Evidence of living at the new address."I purchased this insurance which cost $25.20 at the time of booking to cover the cost of the race $192.70; because our son is in the *******, but we fully anticipated him to be able to attend the ************ Marathon on Oct 29, 2023, because he was coming back from a 9 month deployment. However, upon returning he was given orders for military ******* training which makes him unable to attend the race.My son tried earnestly to file for a refund many times with a copy of his orders attached to the refund request and was denied saying the orders were insufficient. This is unacceptable. Not only is the race a military race which helps honor our military, but our son is a military member and is not able to attend due to a military requirement/orders. Haku App needs to make good on their contract to refund our money because of the reason which is covered on their website. As of now, they are in breach of contract based on their own requirements for reasons to receive a refund, amount due refund $192.70.

• Initial Complaint

  Date:03/20/2023

  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 paid for a refund protection on a triathalon thru a third party, Haku. Due to medical issues, I am unable to participate and tried to request a refund. I scoured the triathalon website, Haku website, etc. and did not see the information listed. I called the Customer support line listed on the triathalon website for Haku, twice before I visited my Dr to ask what would be required. They have never returned my call. I requested & the Dr provided me a standard note that protects my medical privacy. It is my understanding that they can legally require a Drs Note, but cannot demand the Illness for privacy reasons.I called the # line again, and in the voicemail they provide an email to contact. I reached out via email. In the response email, they provided me with another #. I called that, I have still not received a response. (2+ weeks ago). I finally received an email response several days later.The support agent is stating that my Drs note is not good enough because it does not provide my illness. I do not have a diagnosis, they are running extensive testing. This is invasive and violates reasonable medical privacy. They provided me with their terms of service via email. These are not listed on Haku's site, but instead a third-party site in no way linked to Haku. I asked them to process my request as is, because I made every REASONABLE attempt to get in touch with them prior to going to my Dr.The CSR via email, has been nothing but unprofessional. From questioning my doctors note, questioning my doctors medical opinion, telling me to wait until it is closer so I can still try to participate (against my doctors orders), apologizing that I could not comprehend or understand her written email, to blatant rudeness.The company falsely advertises a support line and service they do not offer. I feel that they are doing everything in their power to get out of refunding me my money. Additionally, they are trying to refund only $780 instead of the $837 I would be owed.

  Business Response

  Date: 03/27/2023

  haku is a registration platform and we sell different products for event organizers. The product in question is a registration protection that this participant purchased from a company called refund protect.  The product was purchased using the haku platform, but it is a third party product.  However, I reached out to Refund Protect and this particular claim they let them know that there was originally not sufficient evidence for them to provide a refund based on the documentation provided.  Each person that buys this protection has access to the full terms and conditions listed here *******************************. I will attach a screenshot as well of how the terms are presented at the time of purchase.  Additionally, this person's validity of injury was never questions rather just the had to include what is outlined on the agreed upon terms.

  This complain has no validity as the person is complaining about refund protect and not the haku platform.  Additionally, this person was refunded although the proof submitted was insufficient per the terms of conditions. She was refunded $790 (see attached documentation from RP) which is her registration plus a product minus any processing fees and the cost of the registration protection by Refund Protect. 

  We are attaching four screenshots:
  
  Illness/Injury terms - This is a screenshot of what is required when submitting a claim due to injury or illness.  This can be found on the terms listed when purchasing this protection.
  RP Terms on Form - This shows the protection is offered through a company called Refund Protect. Also, the link to the terms of all the is covered is listed there before purchase.
  RP Coverage excluding fees - This shows how only the amount paid minus processing fees and donations is covered.  In this case, the person was refunded $790.00 which is their entire paid amount net of fees.
  RP Payment Image 1 - this is communication from Refund Protect confirming the refund.