Complaints

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• Initial Complaint

  Date:04/28/2025

  Type:Order Issues
  Status:

  UnresolvedMore 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 March 8, 2025 I sent a $600 Player deposit to hold a spot on the *** Team. After reviewing our family schedule, we noticed we were unable to commit to the travel schedule due to obligations and other personal reasons. On March 11, 2025 I notified the ************* **** ****** and requested my deposit back of $600 as both my boys ages 11 and 17 have not started the *** program nor did they ever practice. He proceeded to tell me uniforms and tournaments were already paid for so I would not get a full refund, he would give me back $400 via Apple Pay. I never got the payment and the next morning he text me I would only be getting $200 not the original $400 mentioned the night before and sent a ***** pay for that amount. I asked him to provide receipts that my boys uniforms were paid for and the tournaments, he ignored my text, and I never got a response back.

  Business Response

  Date: 05/02/2025

  Mrs. ***** had her 2 sons try out for our program on March 1. Her sons made the team and we had a parents meeting on March 8 which they attended. At the parents meeting along with other information they were told they were no refunds for any reason. I have multiple people who attended the parent meeting who will testify that they remember me saying that. In the paperwork she signed for both of her sons it says "no refunds for any reason". Attached you will find the contract with the highlighted portion saying no refunds. Attached you will also find the last page of the contract with her signature for the both her sons. I did not have to explain or give her a refund because of the already stated no refund policy. I chose to give her along with 3 other families who also decided not to play a partial refund because of our friendship. They all paid $300 and received $100 back as a partial refund. Mrs. ***** received $200 back because she paid $600 total for both her sons. I am sorry family things came up but unfortunately that is not our problem. We can not eat the price on things we purchased for her kids (uniforms). Mrs. ***** can pick up the uniforms she ordered for her kids at any time. We require a deposit because we have to rent the gym, buy uniforms and pay for tournaments long before we play in those tournaments. I did not have to show her or anyone else receipts of those things being purchased. As the owner of the business I have the discretion to give a full refund or a partial refund if I choose. I tried to be nice and give the partial refund when legally I didn't have to give anything. I wish Mrs. ***** and her family the best. 

  Customer Answer

  Date: 05/06/2025

  I am rejecting this response because:

  Thank you for your message and for outlining your perspective on this matter.
  
   
  While I understand that the contract included a no refunds clause and that this was mentioned at the parent meeting, this was given as an example for players who already started the season and attended practices and games and gave full payment by March 21st as stated in the contract, Mr. ****** even gave an example of a player who started the season and had to quit a month later and was not given a refund.  I also have several parents who attended the meeting who can testify on that part.  I believe this situation deserved a more considerate and flexible approach, especially given the circumstances that led to our decision not to continue. Life events can be unpredictable, and while policies are important, so is compassion and consistency in how theyre applied.  I paid him $600 March 8, 2025 and asked for a refund March ******* before the season began. 
  
  
  You mentioned that the partial refund was offered as a gesture of friendship, yet I feel that the tone of your message contradicts that spirit. I did not expect the program to eat the price, but I did expect a more constructive and understanding dialogue with proof of purchase as any business would provide their clients rather than what feels like a justification meant to shut down concerns. 
  
  
  I am grateful for the refund, but was told I would be given $400 not the $200 given and thats when I asked for receipts because in all honesty my sons never started the season with Hoop Skills and I dont believe within 3 days Mr. ****** purchased team uniforms and paid all tournament fees.  My son has played several seasons with Hoop Skills and we never attended all the tournaments planned out as some families couldnt afford to go so the fact that he paid for all tournaments up front is bizarre!  I feel the business owner was being spiteful and dishonest as this happened to other families . I feel that better communication, tone, and transparency would have gone a long way in maintaining goodwill. I am a business owner myself and if a customer asked me for a receipt as proof of purchase I would never hesitate to give that to them as it shows honesty and integrity.  Mr.****** ignored my text and never replied back so this shows a lack of integrity in response to this matter.
  
  
  I truly do wish your program success, but I hope this feedback is taken seriously, as it may help shape how future concerns are handled with other families.
  
  
  Sincerely,
  ****** & ******* Ellis