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:12/02/2024

  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.

  Bought tickets for an event that was suppose to happen October 19th 2024 about a month in advance. There was a hurricane about two weeks prior to the event. They chose to reschedule due to conditions of the field. Thats fine. But they will not refund my money. They rescheduled it till April 2025. That doesnt work for me. They will not hold my money. If and when the event comes closer I would have considered buying new tickets.

  Business Response

  Date: 12/09/2024

  Hi 
  Thank you for reaching out to us.
  As per the Terms & Conditions agreed to with every purchase made, we are unable to offer any refunds. We have the following options available for you to choose from if you are not able to attend an event this year:
  Option 1. You can transfer/sell your ticket to a friend or family member who would be interested in going and we will be able to do a transfer of your order over the next persons name if you send us the following details of the new participant:
  Name and Last name.
  Email address.
  Telephone number.
  Date of birth.
  Option 2. You can transfer over to another event later this year or next year, below is our website to all our 2024 events.
  Website with future event dates and locations. Link: ***********************************************

  Customer Answer

  Date: 12/10/2024

   
  Complaint: 22628990
  
  I am rejecting this response because:

  im Not interested in attending an event half a year later  I will never attend one of your events now, and Im dedicating my time to making sure everyone knows how awful you guys are. There is nothing during the checkout process that discloses your refund policy. I understand if it was my fault I couldnt attend, but you guys choose to reschedule it due from a storm weeks prior. Youre not holding my money for 6 months  I demand a full refund. 

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

  Business Response

  Date: 01/02/2025

  Good morning,

  We have come to an agreement to refund the participant for both tickets purchased. 

  Refund have been processed successfully, payment will reflect within 5 to 7 working days.

  Thank you.

• Initial Complaint

  Date:11/03/2024

  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.

  This company was advertising event Muddy Kids which was supposed to happen in *************, ** on October 19th 2024. They canceled the event 3 days prior without notifying people. I only found it out as the event update popped on my ********. I asked the company to refund my ticket as they rescheduled the original one to April 5th 2025. They denied my request. They dont replied to emails anymore. They blocked me on ********. They block/ delete comments if anyone who is posting negative comments about this company.

  Business Response

  Date: 11/04/2024

  Hi 
  Thank you for reaching out to us.
  As per the Terms & Conditions agreed to with every purchase made, we are unable to offer any refunds. We have the following options available for you to choose from if you are not able to attend an event this year:
  Option 1. You can transfer/sell your ticket to a friend or family member who would be interested in going and we will be able to do a transfer of your order over the next persons name if you send us the following details of the new participant:
  Name and Last name.
  Email address.
  Telephone number.
  Date of birth.
  Option 2. You can transfer over to another event later this year or next year, below is our website to all our 2024 events.
  Website with future event dates and locations. Link: ***********************************************

  Customer Answer

  Date: 11/04/2024

   
  Complaint: 22508295
  
  I am rejecting this response because:
  
  I still claim that the company is a scammer and uses its Terms and Condition Policy to cancel/ reschedule events infinitely. They rescheduled the event to April 5th 2025. The date is too far ahead. 

  Unfortunately I researched that company after signing up for the race and this behavior is their usual practice. People showed up at the event place in ************* to find out it wasnt happening. They company didnt inform anyone. If you look into past events organized by this entity you will see the pattern of cancelled/ rescheduled events. Unfortunately I cant provide any screen shots from social media ( ********), because I have been blocked.

  Companys solutions other than refund are not satisfactory to me. 

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

  Business Response

  Date: 11/19/2024

  Good day, 

  Kindly note that while we understand your concern and request, we can confirm that the event has not been canceled and it was certainly not our intent to postpone it. However, due to the severe damage caused at the venue we've had no choice but to postpone the event until the venue is safe to host us. We have sent out an email to all participants regarding the postponement on Monday October 14 2024, we where made aware that this email have not gone our to everyone and therefore informed our participants via our other social media platforms as well.
  
  While we had hoped for a sooner reschedule date, safety remains to be our top priority as we always want to ensure the best possible experience for all participants. 
  
  Please do not hesitate to let us know if you'd like to transfer to any of our other events listed.
  
  We appreciate your ongoing understanding due to the overall impact experienced.

• Initial Complaint

  Date:10/14/2024

  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 purchased my ticket for the event on 7/14/2024 for $63.50, with the expectation that the Mud Race would take place on 10/20/2024. I live in *******, which was impacted by Hurricane ******. While I understand the need to postpone the event due to the venues safety concerns, I am requesting a refund due to the unforeseen circumstances caused by the hurricane.This situation was entirely unplanned, and it has affected not only me but many others. Given the uncertainty of my future schedule, I cannot guarantee my availability for the rescheduled event. I believe it is important for everyone impacted to be considered for a refund, given that this was beyond anyones control.I appreciate your understanding and look forward to your response.

  Business Response

  Date: 10/29/2024

  Hi 
  
  Thank you for reaching out to us.
  

  We have a strict no Refund policy which you agreed to upon when you registered. We have the following options available for you to choose from if you are not able to attend an event this year:
  
  Option 1. You can transfer/ sell your ticket to a friend or family member who would be interested in going and we will be able to do a transfer of your order over the next persons name if you send us the following details of the new participant:
  
  Name and Last name.
  Email address.
  Telephone number.
  Date of birth
  
  Option 2. We will be able to give you voucher code, you can use the code to register at any future Muddy Princess events, valid for two years.
  
  Option 3. You can transfer over to another event later this year, below is our website to all our 2024 and 2025 events.
  
  Website with future event dates and locations. Link: **********************************************************

• Initial Complaint

  Date:10/14/2024

  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 hope this message finds you well. I purchased my ticket for the event on 7/14/2024 for $63.50, with the expectation that the Mud Race would take place on 10/20/2024. Due to the unexpected impact of Hurricane ******, the event had to be postponed, which is completely understandable given the circumstances. However, I now find myself in a difficult position, as I am uncertain whether I will be available for the rescheduled date or even for a future event next year.Considering that the hurricane was an unforeseen event beyond anyones control, I am kindly requesting a refund. It feels unfair to not be able to receive one under these unavoidable circumstances. I appreciate your understanding and hope you will take my request into consideration.Thank you for your time.

  Business Response

  Date: 10/16/2024

  Hi Sir/ ****************** you for reaching out to us.
  
  We have a strict no Refund policy which you agreed to upon when you registered. We have the following options available for you to choose from if you are not able to attend an event this year:
  
  Option 1. You can transfer/ sell your ticket to a friend or family member who would be interested in going and we will be able to do a transfer of your order over the next persons name if you send us the following details of the new participant:
  
  Name and Last name.
  Email address.
  Telephone number.
  Date of birth
  
  Option 2. We will be able to give you voucher code, you can use the code to register at any future Muddy Princess events, valid for two years.
  
  Option 3. You can transfer over to another event later this year, below is our website to all our 2024 and 2025 events.
  
  Website with future event dates and locations. Link: ***********************************************************

   

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 22419304
  
  I am rejecting this response, thank you for your reply and for outlining the available options. However, given the circumstances, I dont feel that these alternatives are suitable in my case. This was a natural disaster, and the postponement was out of my control. I had already taken time off work for the original event date of October 20, and unfortunately, the new date conflicts with my schedule. Additionally, I dont know anyone interested in attending. For these reasons, I would like to kindly request a refund.
  I hope you can reconsider my situation.
  Sincerely,
  
  ********** *********

• Initial Complaint

  Date:08/01/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  Company goes around advertising on ******** for events, then cancels 3 weeks prior. It is scamming the entire nation. Last year me and my daughter were scheduled to attend, company canceled event, claimed they would refund people, and never refunded them. Total theives

  Business Response

  Date: 08/02/2024

  Good day,

  We cancelled our event last year due to unforeseen circumstances and had to refund all participants. We had a look if ****'s order have been refunded and yes it have been refunded on August 29 2023 we have attached proof of refund/ cancelled order for you.

  What he can do is consult with his bank if they are able to find his funds, our ticket provider partner Active processed all refunds for us.

  Thank you.

  Customer Answer

  Date: 08/02/2024

   
  Complaint: 22078916
  
  I am rejecting this response because: 

  I checked my bank statements and this company did not refund me at all. Document provided shares no transaction details, no reference number, and does not show refund was made. I however can verify through bank records that the refund did not take place. 
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/06/2024

  Hello,

  Some information provided from our ticket provider Active used last year for our Muddy Kids event.

  "We are showing that the refund was successful - please see the details below as well as the *** number that the participant can provide to their bank to locate their funds."

  Deposit Date
  8/30/2023
  Report Date
  8/31/2023
  ***
  74013393242003338626915
  
  Thank you! 

  Customer Answer

  Date: 08/10/2024

   
  Better Business Bureau:

  It would appear i was mistaken about not being refunded because the transaction name wasnt under muddy kids. Still wont do business with them after disappointing children, but they did apparently make the refund.
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/30/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 purchased two event tickets and two t-shirts on 01/08/24 for the Muddy Princess event that occurred on Sunday, July 28, 2024. I did agree to a strict no refund policy when signing up. I was unable to attend the event because of extreme family personal matters (being stalked by husband who has two felony arrest warrants out) and obviously it was not safe for me attend. I requested an exception and offered to provide proof of my statements. The resolution given was to transfer my tickets to someone else or pick another date. I am in fear of my safety and that of my kids and have no idea when this all will be resolved. I am now a sole income and figuring out either of those two options given is not possible.

  Business Response

  Date: 08/01/2024

  Good day,

  We do have a strict No refund policy but with the serious issue on hand for the participant, we have issued her a refund.

  We are only able to refund her for her ticket funds and the two t-shirts purchased which come to a total of $166.00 and not $193.50 as we are not able to refund sales fee and process fee funds to you.

  We wish you all of the best an hope to have to come along with us next year.

  Thank you.

  Customer Answer

  Date: 08/01/2024

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

• Initial Complaint

  Date:06/24/2024

  Type:Delivery 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.

  ORDERED THE *** PACKAGE WHICH WAS SUPPOSE TO COME WITH DIGITAL PHOTOS OF MY TEAM MATE AND I. NEVER RECEIVED. PURCHASED A SWEAT S*** AT THE EVENT, WAS SUPPOSE TO BE ***** MY CARD WAS CHARGED *****

  Business Response

  Date: 07/09/2024

  Good day,

  We had a look at our email trails and we haven't received any email from this participant regarding her complaint, if an email was received would have resolved it for her.

  With our first complaint received from BBB we emailed that participants and until today we haven't received a response from the participant to resolve the problem. We had a look and the participant checked in and completed her run a link to all photos taken has been sent to all participants two days after event day if it is that she have not received it we are happy to resend it to her. But with no response from her with our email communication to her we unfortunately cannot assist her.

  With registering participants agree to our no refund policy and therefore a refund cannot be done for her. We can send her the link to the photos taken and have our finance department have a look at the extra charge and refund her that funds. 

  We have emailed her asking for her 4 last digits of her card used to pay for her t-shirt and no response. We would love to help her if the participant would just response to us with the needed information from her.

  Thank you.

• Initial Complaint

  Date:06/04/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

  In July 2023, I purchased a ticket for Big Bounce Run's Maine event that was supposed to be held on September 9, 2023. On August 28, 2023 they announced the event was being rescheduled to September 7, 2024. On August 29, ************************************************************************************** as an incentive to hold your tickets, a voucher for an additional ticket at one of their events. I have received neither as of June 2024. On May 30, 2024, Big Bounce Run announced that they rescheduled the event again to August 31, 2024, and cited "to ensure the safety, quality, and excitement you expect and deserve... and ensure we have enough staff on-site for everyone's safety..." as their reasoning, stating the event will be cancelled if they can't sell enough tickets and get enough staff, suggestive of internal logistical problems at the company. I emailed them to request a refund and was denied. My subsequent email with the screenshot of their post promising refund or voucher has not been answered. When I posted said screenshot to their ******** page, they deleted my comment. When I posted more comments, they blocked me. The refund policy on their website states no refunds due to weather issues or force majeure events, and staffing problems qualifies as neither of these. Reading other complaints, it appears that Big Bounce Run and Muddy Princess operate an entire business model based on indefinitely postponing events, and citing these postponements as reason not to give refunds. I feel that a refund of the cost of my ticket to this event, plus refund of applicable fees, is a fair and reasonable resolution to my complaint. Further, I do not feel that a voucher for another event is sufficient, considering the companys lengthy track record of indefinitely rescheduling these events. Do yourself a favor and find another race - Muddy Princess Corp. is in the business of theft by deception, and only wants to take your money for services they can't seem to provide.

  Business Response

  Date: 06/05/2024

  Hi ******

  Management made a decision to refund participants who joined us last year who does not agree to the change and we have successfully refunded your order.

  Thank you.

  Customer Answer

  Date: 06/10/2024

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

• Initial Complaint

  Date:03/14/2024

  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 purchased one adult ticket and one kids ticket for a "Muddy Kids Run" set to be held on June 8, 2024 at ************************. I received tickets for June 9, 2024. I immediately contacted the company to get the tickets fixed. It has been over a month and they have not fixed the tickets. I am out over $90, they will not respond to my emails for a refund now. There is NO event on June 9th, 2024, so the tickets they gave me are useless. This company is a joke. There is also NO phone number to contact anyone. I need a refund.

  Business Response

  Date: 03/14/2024

  Good day,
  
  Thank you for reaching out to us.
  
  we are aware of the issue with the dates that's incorrect on participants confirmation emails, all participants are still registered for the correct event date and will be running on one day, we have there correct tickets on record all they need to do is check in with the confirmation email and registration number and they will be good to go.
  
  Our team are busy fixing the issue, and hope that this explains the confusion.

  Customer Answer

  Date: 03/15/2024

   
  Complaint: 21431554
  
  I am rejecting this response because: I asked for a refund after being ignored for a month. I am well aware my ticket has incorrect dates. I asked for a refund multiple times and you have ignored me. 
  
  Sincerely,
  
  *************************

  Business Response

  Date: 04/12/2024

  Good day,

  I hope you're well.

  We have communicated with ***** regarding her refund and the dispute made via her bank and asked her to close the dispute but she is refusing to do so.

  We have provided proof of us trying refunding her funds but we received an error stopping up from refunding her due to the dispute made by her through her bank. 

  We have attached a document of our last email sent to her proving the error with a screenshot attached to her email and no response from her since April 3de 2024.

  Providing that the dispute it not closed we cannot process her refund.

  Thank you.

• Initial Complaint

  Date:02/08/2024

  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.

  Prior to June of 2023, I do not have the exact date of the transaction. I registered for a team to participate in The Princess Mud Run in ********** paying ******. It was rescheduled and then canceled. Between this time I canceled my credit card that I used to make this payment. The email said 7-10 business days. I emailed the company about my credit card and I got no response. I have already paid my team back, but I am still out this money.

  Business Response

  Date: 03/04/2024

  Good day,

  We our team had a look at her order and she purchased our 5 for 4 group ticket option for our ********** event which have been cancelled. We had a look and her order have been refunded to her on 9/4/2023 of last year.

  When refunds are processed participants receive a notification that a refund have been processed. We checked our system where emailed are kept record of and when her email was send on the same day and as shown on our end she opened her cancelled/ refund email on 9/6/2023 which means that she receive her email of her refund which have processed. 

  We would suggest for her to go to her bank and check whether her money went back into her account as we are not able to see anything after her refund had been processed. No money came back to us which could result in her card no longer being valid this not being the case.

  Thank you for your time.