Complaints

• Initial Complaint

  06/11/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I earned money from a few races and had it sent via check. It was set to arrive June 5, but has not yet. The post office locations have yet to see it come through. MyRacehorse told me they can resend the check, but for a 25 dollar deduction fee from the money earned. They said I received an invitation link to get the check to my bank account, but I never received the link, though they tried sending me a screenshot that I did. Now I cant get my check sent to my bank account, and if I dont want to wait on my check, I have to lose 25 dollars. I just want my money, and I want it fast.

  Business response

  06/13/2024

  Dear Better Business Bureau,

  
  We would like to address the concerns raised by ****** regarding the delivery of her check and the receipt of the email invitation for Bill.com.

  
  Firstly, MyRacehorse does not have control over the delivery times of mail handled by the United ********************* ******* We understand ******'s frustration with not receiving the check on June 5th, as it was scheduled to be delivered to her address on or around that date. **** delivery times can vary due to a variety of factors beyond our control.

  
  Regarding the email invitation for Bill.com, our records show that the email was indeed sent. We shared images with ****** to confirm that the request was properly set up in Bill.com. Often, such emails can end up in the spam folder, which is why we recommended she check there. Additionally, please note that the links for Bill.com are only active for seven days. Since the registration for direct deposit was not completed within this window, a physical check was mailed to ensure ****** would still receive her withdrawal request and to prevent the request from being further delayed.

  
  We recommend that ****** contacts Bill.com directly to assist with setting up e-payment for any future requests, as we cannot process e-payments without the invite being received and accepted. Their live support can be accessed here.

  
  As a gesture of goodwill and to address ******'s need for timely access to her funds, our Finance team has voided the initial check at no cost to her. We have offered to either issue and mail a new check via certified mail or re-add the funds to her virtual wallet until she completes the e-payment setup with Bill.com.

  
  We hope this resolution meets her satisfaction, and we remain committed to ensuring a smooth and efficient process for all our customers.

  
  Sincerely,

  
  ************************;
  Director of Customer Experience
  **********************

  Customer response

  06/14/2024

   
  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

  06/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a share of a horse and then found out he was being treated for a chip and requested a refund. Myracehorse supposedly sent it to their escrow company 3 weeks ago but they have no record of it. Now myracehorse is not returning my calls nor emails.

  Business response

  06/19/2024

  Dear Better Business Bureau,

  We appreciate the opportunity to address the concerns raised regarding the refund process for Reg CF offerings.
  It is important to note that, in accordance with SEC regulations, we must follow a specific process when handling refund requests. Upon receiving a refund request, we promptly submit it to our Escrow ****** ********************************************* to initiate the refund process. MyRacehorse prides itself on customer service and works tirelessly to make sure refund requests are processed as quickly as possible.

  Our records indicate that our Escrow Agent has now marked the refund as complete.
  
  Thank you for your understanding and patience.

  Should there be any further questions or concerns, please do not hesitate to reach out.

  Sincerely,
  ***************************
  Director of Customer Experience
  

  
  

• Initial Complaint

  03/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 3/1/23, MyRacehorse was supposed to send me an annual payment for $9.68 a dividend from an investment. Since 3/1/23 the payment has been pending. First they said it would be sent as a check. Then they said it would be sent to my bank account on file. I have not received the payment as of yet and it is almost the end of the month. The employees are not helpful when I try to find out what happened and they avoid the financial research to see where the money has gone.

  Customer response

  03/28/2023

  Thanks for your help. They just made the deposit into my account. I had to call them a lot. They are usually on time but they are late with the payment this time. 
  
  
  Sent from Yahoo Mail for iPhone

*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. ↩