Complaints

This profile includes complaints for Rusty Wallace Racing Experience's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Rusty Wallace Racing Experience has 2 locations, listed below.

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  Rusty Wallace Racing Experience

  65 Patterson Ave Pawtucket, RI 02860-6081

• 

  Rusty Wallace Racing Experience

  1092 South St Wrentham, MA 02093-1537

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:04/01/2024

  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.

  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

  Date: 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

  Date:08/13/2023

  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.

  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 Answer

  Date: 08/24/2023

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

  Business Response

  Date: 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 Answer

  Date: 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

  Date: 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

  Date:07/20/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 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 Answer

  Date: 07/30/2023

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

• Initial Complaint

  Date:03/29/2023

  Type:Sales and Advertising 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 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

  Date: 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.