ComplaintsforRusty Wallace Racing Experience

• Initial Complaint

  04/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  A ride -along experience was purchased by a friend through Groupon for a birthday gift. It was purchased in January 2023 for the Tucson raceway. I have been calling since November 2023 to get a date for the ride. Every time I was able to speak to someone, I have been told to call at a later date, the schedule has not been made. However, I finally was able to get a schedule printed out and ****** is not listed. My last call to them was March of 2024.I consider this to be fraud. 2 years from purchase and not be able to use my gift.My redemption Code: *****-60913483-RIDE23.

  Business response

  04/02/2024

  ****** was available for scheduling in February and it was posted on our website when it was available. We are a traveling company and do not have any more dates available at that location. If you missed that date you are more then welcome to contact Groupon for a refund. Our schedule is updated and posted directly on our website and is available for viewing before you make a third party purchase. I apologize for any confusion. 

  Customer response

  04/02/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was told to call to get the schedule. The first time I called they said to call in November 2023 for the schedule, next I was told to call after Thanksgiving. Then I was told to call after the first of the year. Then I was told to call around the 19th of February. Last time I called they said to call around March 15, 2024.
  And you are saying that there was a date in February.
  Is there anyway I can still get it for next year. 

  Business response

  04/03/2024

  Groupon provides redemption instructions upon viewing the voucher indicating you must schedule on our website before your expiration. You did not book for our 2023 date or 2024 date that was readily available on the website. To use an expired voucher next season would incur a fee. Please contact the office directly at ************ if you would like to arrange this. Otherwise please contact the third party you purchased it from for their options. 

• Initial Complaint

  04/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On November 6, 2023, I purchased a gift voucher for my husband for Christmas from Pure Speed Racing (Rusty Wallace racing purchased the company from ******************* in 2017). I paid ****** for a 2 run ride along with a video of the experience added. My husband attempted to schedule the ride along since drag racing season is now starting. We went to the website and all pages were unavailable. When we contacted customer service, we were told the company had been sold and dissolved and to contact a third party purchaser. There is not an option to do that as I went through the website. This seems to be intentional and I have no way to get my money back. It appears this was in the planning when I purchased my voucher and is a an act of fraud. I cannot get my money back from my credit card.

  Business response

  04/02/2024

  The Rusty Wallace racing program is not the same as Pure Speed Racing program. They are two seperate companies. Rusty Wallace racing is no longer affiliated with that program.

• Initial Complaint

  08/13/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We booked a ****** racing experience from Rusty Wallace for my son (home from college) to take place on **** 25, 2023 at 11:00 am at ******************** in **********, **. We paid $418.05 at the time of the booking on **** 8, 2023. On **** 22, 2023 we received an email from Rusty Wallace informing us that they were canceling the event due to weather. They offered 3 future dates for rescheduling, none of which worked for us being my son goes to college out of town. We immediately requested a refund which they denied. We reminded them that the average temperature in ***** in late **** is in the mid 90s. Their refund policy on their website states that the booking is non-refundable and GENERALLY cannot be refunded. Since they made the determination to cancel the event when the temperatures were going to be in the average range for ***** at that time of year, and the alternative dates did not work for us, we expected that they would do the right thing and offer us a full refund for this event. Anybody scheduling an event in ***** in late **** should expect the high temperatures that are typical that time of year. The chances of cancellation will always be high. They obviously knew this when they accepted the booking. Temperature was never mentioned in their terms at the time of making the appointment.The Inclement Weather Policy does not include or mention temperature as a potential cancellation reason or we would have never taken the risk of losing our money booking an event in ***** in late **** where the average daytime temperature is in the mid 90s.We feel that this is a reasonable request for a full refund given our son is unable to make the future dates provided. We tried to bring this to a resolution by calling their office and speaking to customer service, but they kept referring to their Weather Policy that DOES NOT include anything related to temperature.

  Customer response

  08/24/2023

  I have not heard from the business in response to my complaint.

  Business response

  09/12/2023

  We apologize that you are unsatisfied with the terms and conditions you agreed to at sign up. We have addressed this matter with you multiple times and you have disputed the charges with your bank and lost based on the terms and conditions that were disclosed before signup and you agreed to at sign up. We do our best to run our scheduled events but safety of our staff and participants is our utmost concern. Since we are a traveling company we schedule for the date provided by the track and intend on running based on the weather. Due to the outdoor nature of the event and that we are a traveling company we do make this clear upon signup. Our inclement weather policy applies to any weather cancellation. More specifically the definition of inclement is "an adjective used to help describe poor or bad weather." and weather is "the state of the atmosphere at a place and time as regards heat, dryness, sunshine, wind, rain, etc" So as a result your event was cancelled due to the high heat index making it unsafe to participate. As you have stated we have offered multiple rescheduling options and would be more then happy to assist you in rescheduling. 

  Customer response

  09/17/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

  The Terms and Conditions of Rusty Wallace Racing Experience (Previously Attached) are vague as to their content and meaning of their Inclement Weather Policy.  The weather forecasted for the date of the event was typical / average of normal weather conditions in ***** in late June.  The temperature forecasted was not out of the norm for that time of year per the National Oceanic and ************************** (NOAA).  

  The experience was for our son who is now out of town attending college and upcoming dates would not work for him.  The Refund Policy included in the Terms and Conditions is not absolute as it states "The booking is NONREFUNDABLE and GENERALLY can not be refunded";

  A full refund has been requested and would be much appreciated.

  FAQ
  

  
  Regards,

  *******

   

   

  Business response

  09/18/2023

  We cannot issue you a refund for a weather cancellation. The weather made it dangerous to participate so therefore it was cancelled. Your credit card company already denied your dispute request as the contract you signed was binding and all of our policies have been disclosed to you multiple times. If you no longer wish to complete the experience it is fully sellable and transferable. 

• Initial Complaint

  07/20/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I purchased an exotic drive for my husband's 40th birthday through Groupon in Dec 2022. After using my groupon code on Rusty Wallace Driving Experience website, the soonest event I could choose was 4/15/23. On April 3, 2023 I received an email that the date wouldn't work anymore and we could either move to Oct 2023 or get a refund. We chose a refund. We have been waiting since April 2023 for a refund of $126.80. I assumed the refund would go back on the card originally used but then received an email that due to them changing systems, they would have to send a check that wouldn't be received for 6-8 weeks. I have emailed with multiple reps there and they just keep stating it's in process or the check will be mailed this Friday. The "check will be mailed this Friday" email was from June 12th. It is now July 20th and we still haven't received a refund. This has been a very frustrating process and feel that we are either just getting the run around and will never receive a refund or this was a scam from the start. Groupon issued their portion of the refund immediately but I did see on the Groupon reviews that we are not the only person that is still waiting on a refund months later. We would like this resolved asap. I will never recommend this company to anyone.

  Customer response

  07/30/2023

  I have not heard from the business in response to my complaint.

• Initial Complaint

  03/29/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I was not allowed to view a video of my racing experience until I got home. The video was unacceptable to me. I had to purchase it before I can view it. The photo purchase gave me the option to pay before I purchased the picture. I was informed satisfaction guaranteed. However. Only by their opinion. They also lied to me during their training class teaching me how to shift a real race care. However, driving the #** car was no shifting what so ever. Everything that I was told in the 15 minutes training did not apply at all. I enjoyed racing around ,but was lied to and poor quality after spending more than $400

  Business response

  04/04/2023

  We apologize you were unhappy with the quality of your video. We have spoken on the matter multiple times. We do not offer a satisfaction guaranteed on the video. Our policy specifically states before purchase and in your reminder email that when you leave the track your video is non-refundable. A member of our staff reviewed the quality of your video at the track and when you sent it in for review and both times your video was confirmed to be running as normal and recorded in full. I have attached a copy of our Video policy from our Terms and conditions agreed to upon sign up. As well as this experience being final sale and non-refundable. We have offered you a free video at your next experience as compensation for your frustrations. 

• Initial Complaint

  03/20/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My wife booked a race experience day in January 2022 for an event set for August 7, 2022 at Agassiz track in BC, Canada. I informed them March 18 I am not interested in attending and would like a refund as there is nearly 5 full months to the date it was due to take place. They inform me that all sales are final and I am not entitled to a refund but I could sell or transfer to another person. How are they allowed to refuse a refund when they haven’t incurred any out of pocket expenses with the date being so far away? They did refund the extras that were booked, insurance, video & photos but not the race experience itself. I feel they are only interested in money as they are keeping it when it is morally wrong. I offered to change to a ride along and they refund the difference but they won’t do that either. Any help would be greatly appreciated.

• Initial Complaint

  11/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In February 2020 I purchased tickets for their July 24, 2020 event. The event was cancelled and we were told it would be rescheduled to summer, 2021. No event took place and this company kept my money even though I requested a refund due to the pandemic circumstances. They have refused to provide a refund to date. Total amount for my 2 tickets was $199.83 ($122.54 for the adult ticket and $77.29 for the child ticket).

  Business response

  11/16/2021

  Hi,

   

  Yes the event scheduled for July 2020 was indeed postponed due to Covid and rescheduled to August 2020.  A copy of the communication is below. ****************** did not respond to that communication and did not choose to reschedule. We have further communicated that we would be returning to the same location again in 2021 again ****************** did not respond or reschedule. There were events that occurred both in 2020 and 2021 that ****************** chose not to reschedule to. I am sorry however this would not qualify for a refund as the experiences did take place as described.

   

  Respectfully,

  ******************* GM

  Wallace Racing Group

   

  Dear Car Enthusiast / Racer ,
  We have to apologize as we have some bad news, we had hoped there would be an opportunity to run July 24th at *******************************, unfortunately, that is no longer the case.
  As you all know the Covid19 situation is a fluid one with changes seemingly occurring each and every hour. Unfortunately we currently do not meet the covid guidelines for this location. We are disappointed however we need to cancel July's event. We have the following options;
  With any cancellation, you get 12 months to reschedule your order.
  We will return on August 21st and can move your order into that day.
  Experiences will be extended for use through 2021 if this years date/s do not work for you.
  We can move your order to any location we attend nationally. (Comparable Package)In the interim, your order will be moved to the holding.
  Once you have determined what option works best for you we would ask that you call our offices at ************ and one of our agents will assist in rescheduling your order.
  *Please note we are operating with a skeleton crew and if you cannot reach us by phone you can send an email to **************************** and we will reply within 1 business day. If you are replying by email please include your booking details along with your preferred date and time and we will reschedule you.
  We appreciate your understanding with this matter.
  The D1/Dream-Drive Pit Crew

   

  Customer response

  11/16/2021

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.] 

  Thank you for the response, but this does not address my concern.  The event was to be held in July, 2020, however ********* was under quarantine orders. The event was moved by only 1 month to August, 2020 when we were still under quarantine orders. You indicate that my tickets could be used for events in 2021, however, there were no events in my area in 2021 that I was notified of. Please provide the date & location of when you actually held an event in Dakota County ********* in 2021. Otherwise, my tickets were never able to be rebooked and you kept my money. Most companies in this unprecedented time have refunded their customers in good faith. Not kept their money with a refusal to reimburse them when the circumstances were completely out of their hands. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *****

   

   

  Business response

  11/16/2021

  We advertised back in Winter of 2020 that we would be returning to ******************************* on September 19th 2021. And as advertised we ran a full and successful event on that date.

*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. ↩