ComplaintsforXtreme Xperience LLC

• Initial Complaint

  02/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  on Aug 8, 2023 I purchased a reservation to drive an Audi R8 on the a track for 3 laps. I have gone 4 years prior so when they sent me a coupon code just before my birthday I decided to sign up for this year and use it. I entered the code and the porsche performance package was added to the invoice for $0. I thought it was a generous gift but after going 4 years prior I figured they were just giving it away to sell some more video/picture/insurance package(which would cost hundreds more) and using it as a loss leader. It still sounded like fun so I paid for it and then received a confirmation for the R8 and the Porsche package via email. Last week they called me to ask if they could move my appointment back to 3:30 and I was happy to help them out since I was looking forward to it. I have always taken the 2pm time because there is a 3 hour travel time to get there and I liked to get there during lunch when the cars were parked and I could take pictures. I sacrificed this to help them out so I was very surprised the next day when they left a voicemail saying there was a billing error on their end so they cancelled my appointment. When I called them to say I didn't think that was fair they tried to tell me I would have to pay more to get to drive another car, rather than the 2 I have the confirmation for already. It might have been an error on their end, but I feel like they are trying to do a bait and switch.

• Initial Complaint

  06/07/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I received both a Silver and Bronze Voucher for a Supercar Xperience on a Racetrack. The available dates at a track near me were limited and required booking a year in advance. The cars advertised on the voucher were not available when I called to schedule. There was a significant upcharge for their insurance product if you actually wanted to drive the car on a racetrack and despite COVID and the world having to reschedule events, Xtreme Xperience is wholly inflexible in rescheduling despite ample notice given. The organization lacks candid and open transparency in its business dealings.

  Business response

  06/09/2022

  As stated in the FAQ's, on our website and in the booking confirmation: rescheduling outside of the originally scheduled event weekend is not allowed. When purchasing a voucher, the purchase page states:

  *NUMBER OF LAPS VARY BY TRACK. SUPERCAR XPERIENCE VOUCHERS EXPIRE 5 YEARS AFTER PURCHASE AND ARE VALID FOR ANY TRACK XPERIENCE LOCATION. MUST BE 18+ WITH A VALID DRIVER'S LICENSE TO DRIVE. MUST BE AT LEAST 18+ AND 54" OR TALLER TO RIDE-ALONG WITH A PROFESSIONAL DRIVER. MAX ****** 6'7"; MAX ****** 350LBS. DRIVER ****** AND ****** REQUIREMENTS VARY BY VEHICLE. DRIVING PARTICIPANTS ARE REQUIRED TO PURCHASE TRACK INSURANCE (STARTING AT $39). VEHICLE AND DATE PREFERENCES ARE FIRST-COME, FIRST-SERVED AND BASED ON AVAILABILITY. VEHICLES ARE SUBJECT TO AVAILABILITY. WAIVER SIGNATURES AND ONLINE RESERVATIONS REQUIRED. THOSE YOUNGER THAN 18+ MUST HAVE A GUARDIAN-SIGNED WAIVER. TICKETS ARE VALID ONLY FOR SINGLE SUPERCAR TRACK XPERIENCES.  VOUCHER SALES ARE FINAL. VOUCHERS ARE FULLY TRANSFERABLE. REFUNDS WILL NOT BE ISSUED. IF A BOOKING IS MADE FOR A VEHICLE THAT COSTS LESS THAN THE VOUCHER VALUE, THE **** VOUCHER HAS NO RESIDUAL VALUE. REFUNDS WILL NOT BE ISSUED IF A SPECIFIC CAR IS SOLD-OUT OR UNAVAILABLE.

   

  If this guest booked prior to October 26, 2021 when rescheduling was permitted for a fee then that would be honored. A refund on the voucher or rescheduling after October 26, 2021 is not an option. Their ticket is fully transferable and may be gifted or sold to another individual. They may also reschedule any time within their same event weekend, based on availability. 

• Initial Complaint

  12/21/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 3-7-21 I purchased a ticket to drive the McLaren 580S for 7-10-21. I paid $398.00 to do this. The day prior to driving the vehicle , they emailed and told me the McLaren had broke down . They offered another vehicle but my boyfriend only wanted to drive the McLaren. It was the sole reason I bought this package. They told me I could wait until the next calender came out or drive another vehicle. I opted to wait until they came back to Oklahoma so he could experience the McLaren. I looked on their site to recently to see other locations we could do this. I noticed the McLaren was no longer offered. So I called them and they told me they sold it and did not replace it as it was too costly . It kept breaking down. They offered other cars but as I already indicated , we were not interested in driving any other of their cars. I was instructed to get with the general manager , ******* I emailed her 2 times and never received a return email. I called and was able to talk to her. She told me that they did not provide refunds per their policy. Their policy indicates that one has 7 days following purchase to receive a refund as we are purchasing a ticket and the car has to be on hold. I did not break the contract , they did as the car was never held and now is no longer available. I tried to talk to someone else higher up than her and she would not put me through. They are keeping my $398.00 . They are not able to provide the product in which I made a contract for. They are the ones who failed to provide the service.

  Business response

  12/21/2021

  As stated in our terms and conditions as well as the confirmation email this guest received on their date of purchase:

   Cars are machines that can have unscheduled mechanical / technical issues, and weather is a beast that comes into play. This is why

  Cars, Track Locations, Event Dates, and Times are Subject to Change at the discretion of Xtreme Xperience. Xtreme Xperience, LLC reserves the right to modify bookings in the case your reserved vehicle is unavailable due to mechanical issues, or otherwise.
  As a courtesy, notifications will be provided via your registration email whenever required changes are determined in advance. Xtreme Xperiences decision to modify reservations (car/date/time) will not result in a refund; provided a comparable car is offered OR a reschedule date is offered within 12 months, and within 3 driving-hours of the original event location.

   

  This policy is the same policy all guests adhere to.

• Initial Complaint

  09/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had my ride on 8/22 in ***********.The video failed to download to my *** stick. I was told the stick was defective and I should request it via email ASAP before the rest of the people did for the day. The *** stick was not defective.I never received an email response. For a month I called and left VM with no response.I conversed via FB messenger for a month and got we are working on it.After a month I finally got someone on the phone and was told the following.The backup system is an SD card that is only read when the cars reach *******.The person in charge of retrieving the backups moved to another position.That position has not been refilled.Since it has been over a month, the possibility of my video existing is near 0.I had depended on the video to find out how fast I went, and to relive my 50th birthday present. They never had the capability to provide what they promised. I was lied to, and cheated out of reliving it, and knowing what I had done.

  Business response

  10/09/2021

  Due to the nature of our business, this is our current policy on corrupted or lost videos. Beyond this FAQ page this policy is laminated at track check-in, and visible at eye-level at track check-out:
  Xtreme Xperience cannot be held accountable for any technology-related issues that *** result in a failed or corrupt video session. The purchase of a package with unlimited videos entitles the buyer to at least one (1) video. Xtreme Xperience will provide reimbursement to the buyer only when a malfunction does not produce at least one (1) video. If purchase was part of a bundled or discounted package offer (ex: Full Throttle package) a percentage (for the video not received) will be refunded. A non-recorded video will not result in a free drive or refunded drive. No refund will be issued if the *** is lost or damaged.

   

  This guest issues a dispute with their bank, we are unable to issue a refund while the dispute is processing. 

  Customer response

  10/13/2021

   
  Complaint: 15915273
  
  I am rejecting this response because:If this had been purely a technical issue your above statement would be acceptable.  However you did not even have the personnel in place to perform retrieval when this happened, and to date no one has informed me of any attempt to do so.  I have not received a single email response or callback from my multiple attempts to contact your support center.

  Also your lack of personnel in your **************** center meant that by the time I was able to get any response from you, the data was long gone.  So in reality you never had any capability to retrieve anything, even if it ever existed.

   

  That is not a technical issue.  That is a lie to the customer on your capabilities to provide the service you sold me.

  
  
  

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

• Initial Complaint

  09/28/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  In May of ************************************ the Mclaren 570s for my birthday and fathers day. It was booked for September 12th 2021, on September 9th they called to let me know that the Mclaren 570 was not going to be available for the drive. I called customer service and the agent said that I could either reschedule with a different vehicle or apply for a refund. Upon learning the car I paid for is permanently unavailable I decided to apply for the refund and was denied. I paid to drive that vehicle in particular and I am not interested in driving anything else. I would like a refund for the service I purchased that they are no longer able to provide.

  Business response

  10/09/2021

  As stated in the guests confirmation email and on our website, our policy regarding car changes is:

  We dont enjoy making changes any more than you do. BUT, cars are machines that can have unscheduled mechanical / technical issues, and weather is a beast that comes into play. This is why
  Cars, Track Locations, Event Dates, and Times are Subject to Change at the discretion of Xtreme Xperience. Xtreme Xperience, LLC reserves the right to modify bookings in the case your reserved vehicle is unavailable due to mechanical issues, or otherwise.
  As a courtesy, notifications will be provided via your registration email whenever required changes are determined in advance. Xtreme Xperiences decision to modify reservations (car/date/time) will not result in a refund; provided a comparable car is offered OR a reschedule date is offered within 12 months, and within 3 driving-hours of the original event location.
  Also see our Weather Policy under Rains, Snows, or dragons come to life and scorch a Ferrari. 

   

  We recommend this guest to reschedule their drive into an alternative vehicle the same event weekend or their only option will be to reschedule into 2022.

  Customer response

  10/11/2021

   
  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

  09/24/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My driving experience was canceled by the company last minute due to inclement weather. We had driven 2.5 hours to the venue and had been scheduled since April. I understood that it was unsafe, however now they refuse to refund my money and can only offer me to be rescheduled next year. This seems unreasonable. I would like a refund for the amount I paid for the driving experience.

  Business response

  09/30/2021

  Every company has terms and conditions, this includes event based business where weather can affect operations. We have a weather policy that excludes refunds as an option. This guest received the weather policy the day of their purchase in the confirmation email, it is listed on our website and in reminder emails leading up to the event. Prior to the event start, the guest was sent a text communication to refer them to the website and read our policies. This guest did not take the proper steps to educate themselves prior to purchasing a ticket for an experience that can be affected by weather conditions. Our policy stands, a refund is not an option as all guests adhere to the same policy.

  Customer response

  09/30/2021

   
  Complaint: 15831560
  
  I am rejecting this response because:

  Even the way this response was written, shows zero care and concern with customer service. ******************** is great when the experience actually happens, however there is no regard for the customer when its rescheduled due to weather. Refunding my $300 would not have hurt your bottom line. You can keep my money. I would never book another service with you again. 
  
  Sincerely,
  
  ***********************

• Initial Complaint

  09/20/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  Back in July my wife bought me an Xtreme Xperience gift based on what they advertise clearly on their website. I reached out to get details about the event, and they clarified that their website has false advertising and we wouldn't be getting what we purchased. I asked for a refund, they refused. Then, they started messaging us saying they were expecting us for the event. We emailed them and sent them clear screenshots of them saying that we had not be scheduled. They refused to acknowledge that we had never scheduled an event and said we now needed to pay a rescheduling fee. This is a scam business they are trying to steal from consumers.

*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. ↩