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:09/26/2023

  Type:Sales and Advertising 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.

  7/2022 my husband and I signed up for a half marathon with Elite Events in ****** **, to take place on 10/8/22. We trained and paid the fees. On 9/28/23 Hurricane *** hit ** and caused damage to the area , so the race was cancelled. At that time, Elite Events offered that we could either run the race virtually, transfer (for a cost) to another race occurring in 2/2023, or defer it to another race. On 1/27/23, we chose to do the *********** Half Marathon in 2023. We were all set to complete this race, started training, regularly got emails from Elite Events with the date of 10/21/23. We booked a flight. On 9/24/23, we were finalizing plans, and the date of the race was missing from the website. We looked in our email and had a race dated 9/8/23 that had the 10/21/23 date on it. However, when clicking on the link in the email, the new date for the *********** race was set for 5/5/24. We were not notified of this change. We checked Elites Instagram and ******** and there were posts advertising the 10/21/23 *********** race as well as the 5/5/24 *********** race (attached is a photo from their Instagram posted on 8/17/23, when on 9/8/23 we got an email ((also attached)) that the October 21st race was still on). We submitted an online inquiry wondering what was going on as we were ready to make this trip in a few weeks specifically for this race. . I commented on an Instagram and ******** post asking for information and if I did not get that information, I requested a refund, and their response was to block me from both pages and delete the posts about the 10/21/23 race. There is no phone number listed on their website. The attempts I have made to contact them for a resolution have been this: online inquiry, responding to their email, Instagram/******** comment, and left a voicemail on 9/25/23. I have not received any response. The business has not tried to resolve the problem in any way and is blocking me from communicating with them.

  Business Response

  Date: 10/08/2023

  This person was immediately combative, rude, and threatening as soon as she found out the race date was changed.  Although we have a no refunds policy, we did issue a refund despite her childlike behavior.  Her social media posts were deleted because they were nasty comments made on other races that had nothing to do with the race she signed up to run.  ****** (the person she signed up with) was more reasonable to deal with and didn't act like a teenage girl during our communications. Therefore, a refund was issued. 

• Initial Complaint

  Date:04/14/2023

  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.

  Me and three friends signed up for the ****** 10k Feb 4-2023. Midway through the run, my friend tripped and fell. There were no medics or first aid stations. We walked to a water station and asked for paper towels to clean up all the blood. Nothing! We asked for transport back to the start area. Did not know a number to call. No bandaids, no nothing. We were told to call 911. My friend who was hurt needed stitches and yet we walked over a mile back. The photographer did nothing other than to comment how bad it looked. Then the fists place half marathon winner passed ** with her on personal motorcade. No ride or offer to help. Word got out that someone fell and was bleeding badly yet no one from the race came to our aid. It was horrible. We went to ER. 10 stitches later. I thought I would call the company but no numbers listed on website. I emailed but got nothing in return. All we hope is that they can offer some basic medical care as other race groups do. The poor guys at the water station had nothing and no one to call. They were actually caring but we needed medical help. 911 is not acceptable for the fees to participate in the race. Safety first. Make changes. Two of ** were unable to finish the race. Refund both

  Business Response

  Date: 05/03/2023

  Attached is a picture of the *** at the finish line of the event. I want to clarify that there were medical staff on hand and several scooters checking on runners all throughout the course, as per the race's safety protocols. We had no documented incidence of anyone needing medical attention, and the medic at the finish line was not notified.  

  Customer Answer

  Date: 05/04/2023

   
  Complaint: 19933584
  
  I am rejecting this response because there was no way to contact the *** even at the manned water stations!  and the only scooter we saw was the one that passed by ** accompanying the first place winner.  They did not stop or call it in and they saw me and my bloodied friend.  Your photographer also saw ** and had no way to get ** help.  He most likely has ** in a picture or two.  
  This happened to a doctor and I am married to a lawyer.  Not letting this go because it is a safety issue for future runners and you need to reimburse our race fees and fix the issue.  Otherwise me might be discussing reimbursement for medical costs in the ***  
  
  
  Sincerely,
  
  ***********************

  Business Response

  Date: 05/04/2023

  Thank you for the response.  I'm sorry this happened to you.  The onsite EMS is trained to handle this type of situation. What did he say when you and your friend asked him for assistance? 

   

   

  Business Response

  Date: 05/08/2023

  Thank you for the response.  I'm sorry this happened to you.  The onsite EMS is trained to handle this type of situation. What did he say when you and your friend asked him for assistance? 

  Customer Answer

  Date: 05/12/2023

   
  Complaint: 19933584
  
  I am rejecting this response because it is a question. Once again, my friend fell and needed assistance. She was bleeding and needed stitches. The staff at the water table did not know who to call to get help. They were not aware of EMS on site. We walked a mile back passing your photographer and someone on a scooter. Both expressed concern yet never mention help on site when we asked for it. We needed to get to the hospital and deal with the situation. She was bleeding heavily. The only thing we were told is to call 911. An injured runner should not need to "********** at the finish line. The help should be called by your staff and find the injured person. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/27/2022

  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.

  On November 05, 2022, I entered a Half Marathon event in *********, *******. The entry fee was $******, and I submitted my payment a week before the event in October. However, my **************** was charged an additional ****** in November and $****** in December. Subsequently, I located a number **************) related to the event and left a message. Minutes later, I received a text message explaining why I may still be being charged. The explanation he gave placed the blame on the website and me!! Also, the unknown person stated in the text that he could not refund my money. The total overcharged cost is $256.00. Furthermore, Elite Events promised in their advertisement that each runner would have a finish-line photo. Unfortunately, I did not receive a finish-line photo, and to add insult to injury; the water stations closed early.

  Business Response

  Date: 01/10/2023

  ****************** claims are complete fabrication as evidenced by the attachments. 
  ************** signed up for the event.  Received multiple photos of himself and even a finish line video of himself.  He also immediately received a refund after notifying us that he inadvertently signed up two times.   He submitted the exact same information that he submitted during his initial registration which lead us to believe that he accidentally refreshed the registration page.  We informed him that completely closing out that tab would prevent him from accidentally refreshing it again.  Even though our staff repeatedly and swiftly rectified any and all of his complaints, he was belligerent to all staff members he came in contact with.  
  Evidence of his refund is also attached. 
  ****************** claims about the aid stations are also a complete lie as you can clearly see a screenshot from the professional highlight film of the event. (also attached).
  In 13 years of business and tens of thousands of runners, we have never had a customer blatantly lie like this in an attempt to get a refund.