ComplaintsforEquestrian Canada

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I competed at a local horse show at ******** ******* in August 2023. Upon arrival at the show I was told I needed a temp sport license in order to get my number and compete. I agreed and at checkout, at the end of the show, paid the $76 fee for a sport license along with the other show fees. In October 2023 I got a call from the show secretary at ******** saying that they were contacted by EC and told that I did not have a horse recording number so (without my knowledge or consent) ******** used my $76 payment that was supposed to go towards my sport license and applied that to the horse recording fee instead. And they wanted me to pay $76 for a sport license (again). I refused to do so because I had already paid for it back in August. So Maria at EC got involved and emailed me directly to collect payment. I felt harassed and bullied by her. She did not seem to believe or care about my version of events. She did admit that ******** made a mistake but I needed to pay anyway. I felt that she lacked empathy and was aggressive and dismissive of my concerns. Also, my horse's name is ****** ******** and he does indeed have a horse recording number! It is *******. Since I already paid for a Temp sport license back in August and my horse already had a horse recording number I feel that the invoice from EC is inaccurate and unfair and that I should not have to pay it. Also it's threatening as it states that if not paid within 10 days I will be considered Not in Good Standing by EC and cannot compete in future events.

  Business response

  14/12/2023

  Riders at EC Sanctioned Competitions require current (activated for the year) EC Sport Licences to be eligible to compete. If they do not have an active sport licence, they may purchase a Temporary Sport Licence from the competition management. Horses must have a horse recording which is also activated annually. If they do not have an activated horse recording, they may purchase a Temporary Horse Recording from Competition Management.
  
  ******* ***** competed at a Gold Level EC sanctioned competition which required both a current Sport Licence and current Horse Recording. She did not have either at the time of the event. 
  The competition charged and remitted paperwork for a Temporary Horse Recording for her horse—******* was under the impression the paperwork was related to a Temporary Sport Licence for her as the rider. The competition made a common error and did not charge her for both Temps at the time of the event. The cost of the 2023 Temporary Sport License is $76 and 2023 Temporary Horse Recording is $76 (76+76=$152).
  Based on the information submitted to EC from the competition, EC followed up with the Competition Management that ******* would have also needed a Temporary Sport Licence and requested they collect the payment to correct the error and lack of licence, which is our standard practice to rectify this type of oversight. ******* refused to pay the fee when requested to do so by the competition. The competition then requested assistance from EC in the collection of the funds.
  
  It was explained to ******* via email that both the Temporary Horse Recording and Temporary Sport Licence were needed based on her participation, and that $76 was outstanding. ******* was given the option to correct this with the event, or EC would issue an invoice which would include an applicable fine for competing without a Sport Licence (all fines are described in EC’s 2023 Schedule of Fines and Penalties). ******* was provided approximately 2 weeks to rectify this directly with the competition. EC answered all of *******’s questions and explained the application of the rules. ******* did not pay the competition by the deadline, and therefore EC issued an invoice for the outstanding amount. ******* did not pay EC’s invoice by the deadline which has resulted in her being placed Not in Good Standing with EC until the outstanding fine and licence are paid (see EC Rules General Regulations and Schedule of Fines and Penalties).
  
  Due to the nature of competition offices and the volume of competitors, it can occur that license requirements are missed. It is standard practice for EC to follow up to flag these errors to the competition so they can be resolved with competitors and ensure that all competitors comply with the rule requirements and are held to the same standard. It is expected that participants cooperate with event management who work on behalf of EC to enforce the rules in a competition setting.
  
  EC offered a grace period and an opportunity to remedy the situation before any fines were levied. EC aims for all participants to have a pleasant and welcoming experience and as National Sport Organization and regulatory body we must adhere to our rules and policies and apply them fairly to all participants.
  
  Please do not hesitate to contact me if you have any questions.
  

  Customer response

  14/12/2023

  
  Complaint: 20849150
  
  I am rejecting this response because: 

  EC acknowledges that the show organizers made a mistake but that’s “common.” This should not be acceptable practice!  Maybe those venues should be fined as well.  For people new to EC competitions we expect the shows to enter competitors and horses properly!  In what other industry is it ok to receive a bill months after the actual event?  Also EC’s initial email correspondences to me were bullying and I felt that all they cared about was getting payment.  There was no customer service at all.  I asked the person corresponding over email with me to call me and she never did.  I also looked on the EC website and there is no customer service number where I could get help or speak to someone over the phone.  So the show office made a mistake and I unknowingly did as well by filling out the wrong form.  Due to my own oversight, I am willing to pay my outstanding balance BUT I do want to highlight that EC definitely needs to respond better to their members!  If I could have spoken to someone at EC over the phone back in October this could have all been resolved then with no fine handed out.  I only needed to understand the rider and horse registration and activation processes and fees which is complicated for someone new to the sport.  I request that EC send me an updated bill with the outstanding 2023 balance plus whatever is required to compete in 2024.

  
  Sincerely,
  
  ******* *****

  Business response

  19/12/2023

  Hello,

  We will send an amended invoice to ******* without the fine.  For her 2024 membership, she needs to go to her account to renew it.  If ******* needs assistance renewing her 2024 membership she can contact *************************** .  That closes this case.

  Thank you,

  Customer response

  19/12/2023

  
  ****** ******** *******
  
  I have reviewed the response made by the business in reference to complaint ID 20849150, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

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