Todd's Body Shop

Complaint: [redacted] I am rejecting this response because: A) The terms & conditions stated are anti-consumer, and is not aligned with industry norms and practicesAs stated in my original complaint, other companies would have provided a full refundIn this case, the ticket has been invalidated, and CoSport did not take on any losses as a result of the refundCoSport should not be allowed to simply hide behind bad policies, when it is the policies themselves are bad.B) CoSport cherry-picked the facts in it's responseCoSport pasted an email from them allowing the refundHowever, what CoSport conveniently neglected to say was that the email was sent AFTER I pointed out that refunds were allowed by POCOG (exactly as I had stated in my original complaint)I have attached the series of emails sent on the day of the event that shows thisThe emails are: 1) Cosport announcing the schedule change 2) I replied asking for refund 3) CoSport DENYING the refund 4) I pointed out that POCOG was allowing refundsOnly after this exchange did CoSport send the aforementioned email allowing refunds Regards, [redacted]

Complaint: [redacted] I am rejecting this response because:Thank you for the reply However, I find CoSports reply "We continue to share with our clients the latest updates in processing the refunds from the Rio OrganizingCommittee" interesting Not once have I ever received an email from CoSport updating me about my refund In fact, the only responses I have received from CoSport were from emails to them that I initiated In addition, what is considered an acceptable wait time? yr? yrs? Again, CoSport is not too concerned as it doesn't affect them either way financiallyTherefore, forgive me if I don't believe you are making every effort to obtain our refunds Regards, [redacted]

CoSport Response to BBB Complaint # [redacted] Order Number: [redacted] Bill To / Ship to Information on Customer ID # [redacted] ** [redacted] April 24, 2018 in email correspondence back to ***... [redacted] As noted in our Terms & Conditions, the refund amount is the face value of the tickets that are included in postponed/cancelled sessions. The PyeongChang 2018 Organizing Committee only refunds us the face value of the tickets and this is the amount returned since the handling did take place during the ticket distribution process. Terms and Conditions section noted below:Competition Schedule Changes / Cancellation(s): POCOG may make changes to an Event schedule. The Customer is responsible to refer to POCOG’s website for the most recent updates to the Competition Schedules. Tickets for Events that have been rescheduled or postponed are valid for the Event with the same Session code at the rescheduled day and/or time. “THE COMPANY” shall not be liable for any incidental expenses incurred by Customer as a result of any arrangement that Customer may have already made if changes do occur. If an Event is cancelled, the Purchaser may apply for a refund to “THE COMPANY” under the parameters outlined in POCOG’s Ticket Terms of Purchase at [redacted] *n the case that a ticket to a cancelled Event by POCOG is eligible for a refund, the refund shall not exceed the face value of the ticket for the Session cancelled. SummaryThe allowable handling fee is set and approved by the PyeongChang 2018 Organizing Committee and reviewed and approved by the International Olympic Committee (IOC) and the US Olympic Committee (USOC) to cover costs to retrieve tickets from the host country, sort and distribute them to individual orders. A separate shipping cost is incurred to cove [redacted] / insured shipping and delivery confirmation for ticket orders.Your claim states “Initially, CoSport refused to refund the tickets. Only when confronted with the fact that PyeongChang 2018 officially offered refunds did CoSport finally relent to allow refunds.” Any delay in offering a refund was our receipt / acknowledgement from the PyeongChang Organizing Committee as to whether a refund would be issued. In this case [redacted] and all CoSport customers who purchased event tickets to ALP01 was promptly notified via email on Monday, February 12, 2018 at 11:47AM (within 24 hours of the regularly scheduled event) as per the text sent below and also see attachment:# # #From: CoSport <[email protected]>Sent: Monday, February 12, 2018 11:47:23 AMTo: CoSportSubject: EVENT UPDATE: ALP01 (Alpine Skiing) Dear CoSport Customer, The PyeongChang Organizing Committee has announced that due to the rescheduling of Alpine Skiing Session Code (ALP01) to 15-February 2018 that they will allow for refunds to be requested for clients that cannot re-use their ticket(s) on the rescheduled date. If you want to request a refund for this session, please REPLY to this email and attach either a photo-copy or picture of your ticket(s) to request a refund. This refund request will INVALIDATE your original ticket and results in your ticket not being able to be used for entry at the venue. This request must be completed not later than 18:00h on 13-February 2018 (PyeongChang time zone). This will allow us sufficient time to submit the request for your refund to the Organizing Committee.As a reminder of the refund policy set by the PyeongChang Organizing Committee and outlined in the CoSport Terms & Conditions—we are attaching an excerpt of our Terms & Conditions:Competition Schedule Changes / Cancellation(s): POCOG may make changes to an Event schedule. The Customer is responsible to refer to POCOG’s website for the most recent updates to the Competition Schedules. Tickets for Events that have been rescheduled or postponed are valid for the Event with the same Session code at the rescheduled day and/or time. “THE COMPANY” shall not be liable for any incidental expenses incurred by Customer as a result of any arrangement that Customer may have already made if changes do occur. If an Event is cancelled, the Purchaser may apply for a refund to “THE COMPANY” under the parameters outlined in POCOG’s Ticket Terms of Purchase at <http://www.pyeongchang2018.com> www.pyeongchang2018.com . In the case that a ticket to a cancelled Event by POCOG is eligible for a refund, the refund shall not exceed the face value of the ticket for the Session cancelled. If you are requesting a refund, once the Organizing Committee issues the refunds to CoSport we will then issue the refund back to the account used to make your purchase. You will have the option for a refund or a store credit that can be used toward a future purchase.If you intend to use your ticket(s) and attend the event, no action is necessary. Your original ticket issued to you will be valid. Enjoy the Games!Best regards,CoSportSUMMARY:CoSport clearly outlined the refund process for postponed / cancelled sessions in the Terms & Conditions that all customers must acknowledge that they have read, understand and agree to these Terms & Conditions prior to completing the purchase. Therefore, the refund shall not exceed the face value of the ticket for the session cancelled since this is the amount refunded to us by the host organizing committee. The refund for the face value of the 2 tickets refunded to CoSport from the PyeongChang Organizing Committee was finalized on April 16th and April 26th with Mr. Zhuang due to cancellation of the original credit card used for the purchase.Thank you, Robert F. L***President, CoSport

Complaint: ***
I am rejecting this response because:
A) The terms & conditions stated are anti-consumer, and is not aligned with industry norms and practicesAs stated in my original complaint, other companies would have provided a full refundIn this case, the ticket has been invalidated, and CoSport did not take on any losses as a result of the refundCoSport should not be allowed to simply hide behind bad policies, when it is the policies themselves are bad.B) CoSport cherry-picked the facts in it's responseCoSport pasted an email from them allowing the refundHowever, what CoSport conveniently neglected to say was that the email was sent AFTER I pointed out that refunds were allowed by POCOG (exactly as I had stated in my original complaint)I have attached the series of emails sent on the day of the event that shows thisThe emails are: 1) Cosport announcing the schedule change 2) I replied asking for refund 3) CoSport DENYING the refund 4) I pointed out that POCOG was allowing refundsOnly after this exchange did CoSport send the aforementioned email allowing refunds
Regards,
*** ***

Complaint: ***
I am rejecting this response because:Thank you for the reply. However, I find CoSports reply "We continue to share with our clients the latest updates in processing the refunds from the Rio OrganizingCommittee" interesting. Not once have I ever received an email from CoSport updating me about my refund. In fact, the only responses I have received from CoSport were from emails to them that I initiated. In addition, what is considered an acceptable wait time? yr? yrs? Again, CoSport is not too concerned as it doesn't affect them either way financiallyTherefore, forgive me if I don't believe you are making every effort to obtain our refunds
Regards,
*** ***

Dear *** ***I am attaching Message-sent to account holders impacted by the cancelled sessions sent on October 28, (Opened by user of email address *** on 10/30/2016) and Message-sent on December 15, that was not opened To properly document this, I am also including a report for the email address attached to this account *** showing that of the past emails sent to this email address there were only emails opened (16.67% Open rate) As noted above, one of the two emails opened was the Message-opened on October 30, update to account holders on cancelled sessions.January 27, Update: We still have not received refunds due to us from Rio for cancelled sessions and our accounts reconciliation We are not the only ATR around the globe that is waiting for refunds to be issued from Rio Upon receipt of the refunds from Rio we will promptly begin to issue refunds for cancelled sessions to our clients.I am available to discuss this via phone as necessary.Robert FL***President, CoSport

November 1, CoSport Response to Revdex.com Complaint #*** Order Numbers: *** *** *** *** Orders 1*** and ***placed and inventory confirmed on 5/14/Order ***-placed and inventory confirmed on 6/17/Order ***-placed and inventory confirmed
on 6/30/ Orders and inventory was confirmed to the client on the above dates, nearly months prior which is typical with the Olympic ticket sales period. First scheduled event was for 12-August, As part of the order completion process at *** , all CoSport clients must actively select that they have read, understand and agree to CoSport’s Terms and Conditions of Sale in a pop up screen as the order is being completed prior to entry of credit card / payment information. Our cancellation policy is written as follows: Changes/Cancellations and Refunds: Once you submit your Individual Ticket Order and/or Tickets & Hospitality Pass Package order, and you receive a purchase confirmation, all sales are final and Individual Ticket Order and/or Tickets & Hospitality Pass Package order is non-cancelable and non-changeable for any reason or cause whatsoever and the amount paid is not refundableAlso note our recommendation in our Terms & Conditions to all CoSport clients under this section: Insurance: “THE COMPANY” is not responsible or liable for loss, damage, theft of personal belongings, or for personal injury, accidents, and/or illness. Additionally, “THE COMPANY” is not responsible for circumstances that may arise subsequent to the purchase of Product(s) that may make it inconvenient or impossible for the Customer to travel or use the Product(s), this includes without limitation, financial circumstances of the Customer, climatic conditions, breakdown of machinery or equipment, acts of government or other authorities, wars whether or not declared, civil disturbances, strikes, riots, thefts, epidemics, quarantines, medical or customs regulations, terrorist activities, or any other actions, omissions or conditions beyond “THE COMPANY’s” controlNeither “THE COMPANY” nor any of its affiliates or subsidiaries shall be or become liable or responsible for any additional expenses or liabilities or injuries sustained or incurred by the Customer as a result of any of the aforementioned causesFor protection against such contingencies, “THE COMPANY” recommends that the Customer maintain suitable insurance to cover these possibilitiesAs indicated in the initial information, CoSport received initial request to cancel the tickets in referenced orders on August 9th, at 3:49pm: To whom it may concern: Mother has taken a turn for the worse in the Intensive Care Unit and we will be cancelling the trip altogether. We thought she was improving but that’s not the case. It would be greatly appreciated if we would be refunded the amount of money that we paid for these tickets so that you may resell them to other people who will be enjoying the Olympics. Please let me know what is able to be doneThanks in advance! *** *** Therefore, in an attempt to attempt to assist in this situation, we asked for some form of verification from a doctor to even consider the possibility of attempting to resell the tickets included in the above mentioned orders. We received a note from *** *** Hospital for airline tickets for *** *** *** *** and *** *** addressed to *** *** requesting a refund for their airfare tickets. While we have absolutely no involvement with airline bookings related to the Olympic tickets, the message regarding the cancelled trip was receivedTiming As noted in the CoSport response of October 11, 2016, due to the timing of the request and notification and the short amount of time before the first event on 12-August, we had no way to begin to attempt to resell or offer to recover any funds for *** *** tickets Further, had the timing of the initial notification been greater (we understand why it could not have been) we would have given the choice in writing to *** *** but it would have included the fact that we would need to deplete our existing inventory before any resale of already sold tickets would take place. Since it is not our core business to resell tickets in a secondary ticket market, this attempt would have been a manual process and logistically it could not be completed in time to even offer the option to try to attempt to resell in an effort to help due to these unfortunate circumstancesOur on-site operating procedures include the removal of unsold tickets from our website for sale at least hours (greater based on our disposal options available to us) prior to the event during games time to ensure order fulfillment. Additionally, it should be noted that the Rio Organizing committee was simultaneously selling distressed / excess tickets at face value in R$ (BRL) which would have been a barrier to any hope to resell the tickets Summary CoSport strives to provide the best customer experience possible to all clients. However, due to the timing of receiving *** ***’s request, there was just no possible solution to help assist in reselling the tickets short of CoSport absorbing the cost of the tickets. We are not equipped to absorb ticket orders, which is why we recommend some form of trip insurance to all CoSport clients to cover such possible cancellations. Please contact me if you would like to talk further about this unfortunate situation or if I can explain further the reason we cannot issue a refund Thank you,Robert FL*** President, CoSport

January 16, CoSport Response to Revdex.com Complaint # 1*** Order Number: *** Bill To / Ship to Information on Customer ID # *** *** *** *** *** *** *** ***
*** *** *** *** ***
*** *** *** *** *** Please note: Per our Terms and Conditions,
refunds will only be issued to the Bill To on the account.See attached new link on the Rio Organizing Committee financial reconciliation process: https://www.bloomberg.com/news/articles/2016-11-28/rio-2016-olympic-committee-st...⇄ There is not a question as to whether cancelled sessions from the Rio Games will be refunded. It is confirmed that this account qualifies for a refund upon receipt of the cancelled session funds from the Rio Organizing Committee.We continue to share with our clients the latest updates in processing the refunds from the Rio Organizing CommitteeI have attached the latest information received from Rio that was sent to account holders.TimingAs noted in the CoSport communication to account holders, we are doing everything possible to seek the refund due to our customers from the Rio Organizing CommitteeUpon receipt of the refunds for the over 1,tickets from the Rio Organizing Committee for our clients globally, we will promptly issue the refund for the cancelled sessions to the credit card of which the original transaction was placed SummaryCoSport strives to provide the best customer experience possible to all clients. However, due to timing of receiving the funds from the Rio Organizing Committee, all clients are experiencing a delay in receipt of their refund for cancelled sporting event sessions. We actively continue to seek the funds transfer from Rio so we can complete the unfortunate delayed refund process. Please contact me directly if you would like to talk further about this unfortunate situation