Complaints

This profile includes complaints for ESPN, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  ESPN, Inc.

  935 Middle St ESPN Plaza Bristol, CT 06010-1000

• 

  ESPN, Inc.

  PO Box 641793 Omaha, NE 68164

• 

  ESPN, Inc.

  1230 Washington St Newton, MA 02465

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:12/16/2022

  Type:Order 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 subscribed to espn plus a couple of months ago. I found the app to be less than desirable. I want to cancel the subscription so i went to the website to do so. You cannot cancel through the website. I tried to send an e-mail to the customer service for espn plus followed instructions to cancel the subscription, cannot do it. I don't care about a refund I just dont want to be billed for an awful service. I have read several complaints regarding this same issue.

  Business Response

  Date: 12/19/2022

  Good Afternoon -

  We reached out to the fan via email.  We apologize for the inconvenience they experienced in attempting to cancel their subscription via online.  We advised them that after further review, the subscription was canceled and refund processed  for $71.23 on December 16th based on an interaction they had with one of our agents at ESPN+Support.  We advised them to allow 3 to 5 business days for the refund to reflect in their account.   

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:11/28/2022

  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.

  I am subscriber of ESPN+ and watching sport events. On multiple occasions including Nov 23 2022 I was not able to watch the hockey game that was played in ******** **. I contacted customer support and they told me that the game was blacked out in my area. They refused to answer the question how any game played in one state (**********) can be blacked out for the residents of the other state (******). ESPN customer support told me that they have no control over blackouts and they are not responsible for not providing to the customer the games that were paid for.. ESPN takes money for my subscription every month and at the same time feels that they are not responsible for not providing the product that they sell. They refuse to make any efforts to investigate the problem and to fix it. I believe that this situation is a form of fraud and definitely is a case of customer abuse.
  I ask BBB to provide some help and assistance in this matter.
  Thank you.
  ***** ********

  Business Response

  Date: 12/14/2022

  Good Afternoon -

  We reached out to the fan via email on November 28th in regard to their complaint.  We apologized to them for the experience they are having with being blacked out from the Kraken games.   Based on the *** Blackout Detector (************************************************), their location (*****) is blacked out from all ******* ****** games.  This is due to their Regional Sports Network, **** Sports, is available in your region via a cable/satellite provider.
  
  The games will be available in replay on ESPN+ approximately 24 hours after completion of the broadcast.  To see what provider carries **** Sports in their region, we advised them to enter please enter their zip code on the **** Sports Channel Finder (*************************************************).

  We have not heard back from the fan.

  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 12/16/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely,
  
  
  
  ***** ********

   Dear BBB - 
  
  
  Thank you for you attention to my complaint.
  
  
  ESPN response to my complaint was an example of run-around answer that clearly showed that ESPN hadn't solved  the problem and doesn't have any intention of doing that. 
  
  Now, specifically about the ESPN statements in this response.  
  
  ESPN+ said: " We do apologize for the 
  
  experience you are having with being blacked out 
  
  from the Kraken games."
  
  Obviously it is not about the games 
  
  of one single team Kraken.  31 *** teams (thirty one) play  in Seattle during the *** Season, some of them more than once. This is a total of 42 road 
  
  games during season involving 31 teams. All of 
  
  them are blacked out for the residents of ****** 
  
  ******.
   
  
  ESPN+ said: "ESPN has no control over what areas 
  
  are subject to local blackouts."
   
  I repeat that am a resident of ******, ******, *****.  ****** ** is not "local" entity to ******** ********** and for the team Kraken.  And Seattle based company **** Sports doesn't have a jurisdiction over the the state of ******.  
  
  
  ESPN+ says: "**** Sports, is available in your 
  
  region via a cable/satellite provider."
  
  I bought  ESPN+ subsctiption exactly for the reason that I intentionally do not have any cable/satellite services and I  watch *** games  the internet connection. 
  So this excuse used by ESPN is not valid.
  
  I expect BBB continues to make efforts to resolve this case. 
  
  Sincerely, 
  ***** ******** 

  Customer Answer

  Date: 12/19/2022

  
  
  Complaint: ********
  
  
  
  Dear BBB, 
  
  I reject response from ESPN again because it doesn't address any point that I made in my two letters to BBB.
  
  Briefly: 
  
  ESPN sells subscription to me, gets the money from me but feels responsible to **** Sports instead of feeling any responsibility to me
  
  ESPN and **** Sports keep talking about cable and dish broadcasting rights while my only reason of getting the subscription from ESPN+ was to be able watch games VIA INTERNET connections and that has nothing to do with TV cables and dishes.
  
  None of that was addressed by ESPN response.
  
  I also would like to understand what is BBB role in dispute resolution. I keep sending my complaints about violating my rights, BBB passes them to the ESPN and ESPN returns a meaningless responses.
   
  How that helps the customer and how it relates to making ESPN a better business? My understanding was that Better Business Bureau (BBB) mission is exactly this. Is it?
  
  Regards.
  ***** ********
  
  
  
  
  
  Sincerely,
  
  
  
  ***** ********

  Business Response

  Date: 12/29/2022

  Good Evening -

  We reached out to the fan in regards to their latest rebuttal on 12/21.   We advised the fan that ESPN+ streams only out-of-market *** games.  Based on their zip code and the *** Blackout Detector they are considered in-market for all ******* ****** games.  This includes all games feeds for the ******* ****** (home feed and visiting teams feed).   This is only due to the Kraken’s Regional Sports Network (**** Sports) having exclusive rights to the Kraken games in their region via a cable/satellite provider as previously stated.
  
  We apologized for the inconvenience that blackouts are causing them but we must adhere to the blackout policy.

  
  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:11/18/2022

  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.

  I pay for espn + through my ******* account. I pay for it solely to watch out of market hockey games . On multiple occasions the *** **** ******* games have been "blacked out" in my area. I live outside the blackout area as I have confirmed with the NHL on multiple occasions. Espn+ is taking my money and not giving me what im paying for. They advertise "all the NHL out of market games" and do not deliver. In my mind it amounts to fraud. Their customer service is absolutely useless I waited on their phone line for over an hour. And their "live chat" has no idea what a blackout area is. For the second time I am now missing the entire game waiting on their customer service. I'm considering legal action.

  Business Response

  Date: 12/14/2022

  Good Afternoon,

  We have been in contact with the fan over a series of emails to assist them with the issue they are experiencing with streaming ** ******* games on ESPN+ from their location in ***** ****** where they are out-of-market for the *******.   As of 12/9, they were able to stream ******* games on some of their devices but still not able to stream when using ***********   We did some further investigation and found that they streamed other out-of-market games at their location and found that in 3 different games, they were IP addresses from their location were different.  We have processed a blackout override on those IP addresses but also advised them that it seems to appear that they do not have a static IP address from their provider.   Not having a static IP (an ever changing IP address) might cause blackout issues as those IPs might be geo-detected in other areas where they might be in market for ** ******* games. 

  
  We reached out today to see if they have experienced anything since our last email on 12/9.  We are awaiting to hear from them.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:11/11/2022

  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.

  Transaction date 11/4/2022. I ordered espn plus and cannot watch. They won't refund money.

  Business Response

  Date: 11/23/2022

  Good Evening -

  
  We have attempted to reach out to the fan on several occasions via phone (11/12; 11/17 & 11/23) only to be met with a full voicemail.  We followed up via email on 11/17 advising the fan that a refund was processed back to their account.  Refund was processed on 11/17 and advised that it will take 3 to 5 business days for the refund to reflect in their account.

   

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:11/03/2022

  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.

  I signed up for espn plus simply to watch the ****** ******* play in ******. Upon signing up my account couldn’t access content and still can’t. I have spent numerous hours on the phones with their inept customer service. They said they can’t find my account by email, name, or credit card number, yet, I have a incurring monthly charges to my credit card with absolutely no way to cancel. Credit card company says if it keeps going through they will classify this as fraud. How can a company get away with this and how does that even happen anyway. I’ll never purchase espn products or Disney again. They use loopholes in every way imaginable. I have an email from them confirming what I just said….they won’t deal with it instead they pawn it off to my card company and put me in a situation to let them keep charging me every month for a fraudulent subscription or cancel my card that’s connected to ever in the world, so, no I’m not canceling my card…let the fraudulent charges accrue

  Business Response

  Date: 11/17/2022

  Good Afternoon -

  We have reached out to the fan.  After getting some more information for the fan, we were able to find that the subscription they had was under a misspelled email address (***************).   We have processed a refund successfully back to the fan.  We have made them aware of the refund.  

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:10/31/2022

  Type:Order 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.

  Signed up for a trail ESPN+ subscription on a clearly stated "monthly payment and cancel anytime" offering. After reviewing the limited offerings I decided to cancel. I follow the instructions (see attachment) to their site, log-in, click "my account" but there is no "Cancel Subscription option" available (see 2nd attachment). I searched the FAQ and online help which just referred me to the same process with the same "No cancel" option available as stated in their cancelation process

  Business Response

  Date: 11/14/2022

  Good Afternoon -

  
  We attempted to reach out to the fan via phone on two occasions (Nov. 2nd and Nov. 7th).   We were unable to speak with them and received their voicemail.  We followed up with an email on November 7th confirming that the subscription has been canceled.   We have not heard back from the fan.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:10/27/2022

  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.

  i paid $99.99 for an annual subscription. i tried to watch the ****** games and they are all blacked out. the ****** games are the only reason i paid for a sports network subscription. there was no warning before payment that i would be unable to watch ****** ****** *** ******. i want my $99.99 back
  
  i spoke with an employee named tyler on october 18th, 2022. he gave me a case number ******* but i have not heard back since tyler cancelled my account for me. i need a refund. i only paid for this service to watch ****** hockey.

  Business Response

  Date: 10/27/2022

  Good Morning -

  We reached out to the fan via email today.  We apologize for the inconvenience they have experienced.  We advised them that based on their location (******* **), they are blacked out of all ****** ****** games.  We advised them that *** on ESPN+ streams only out-of-market games as advertised.  We have processed a refund back to their account.  We advised them that they should receiving the refund back into the account in the amount of $99.99 in 5 to 7 business days.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:10/25/2022

  Type:Product Issues
  Status:

  ResolvedMore 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 signed up for ESPN+ because their website stated indicated I would be able to stream ****** ***** ********. Since they offer no free trial I paid for the first month to get access for the ******** game. When I tried to watch, it asked for TV credentials anyway and come to find out you can’t even watch the game with an ESPN+ subscription. I immediately cancelled only to find out they make you finish out the month and will not pro-rate. I truly believe they do this to get people to sign up under a false pretense and then keep their money. I haven’t viewed anything else and want a refund for my purchase of this service due to false advertising by ESPN.

  Business Response

  Date: 10/26/2022

  Good Evening -
  
  We have reached out to the fan via email today.  We apologized to the fan for the inconvenience.  We advised them that ****** ***** ******** is via ESPN and they would need to login using their satellite/cable credentials in order to stream the game.  We also advised them that ESPN+ does have an exclusive *** game this upcoming Sunday, Oct. 30th at 9:30 AM ET between the ****** ******* and ************ ******* live from *******.

  We have processed a refund, as the fan requested, for the full amount.  We advised them that they should see the refund reflect in their account in 5 to 7 business days.

  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 10/27/2022

  
  
  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

  Date:10/20/2022

  Type:Billing 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.

  ESPN + billing will not allow cancellation from the website. It conveniently will not load from any computer or phone. They make it nearly impossible to cancel your account but they are sure to continue billing you. I have tried for two weeks to cancel this account. I cant get anyone on the phone, online chat, or access my account on line. My next option is to cancel my debit card. How is this legal?

  Business Response

  Date: 11/03/2022

  Good Afternoon -

  We have reached out to the fan via phone (on October 28th) and also via email.   We advised the fan that their subscription was canceled.  We have processed a refund for the latest subscription charge.   Refund was processed on November 2nd and they should expect to receive the refund in their account in 5 to 7 business days.

  Thank you,

  ESPN+ Customer Support

• Initial Complaint

  Date:10/04/2022

  Type:Order Issues
  Status:

  ResolvedMore 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 signed up for ESPN+ on October 3, 2022 to attempt to watch a *** game upon realizing I can not watch it I wanted to cancel my subscription and am not asking for a refund. Upon signing into my account over a computer I went to cancel my membership but the link to cancel is broken. By denying my ability to cancel due to poor customer service and an attempt to keep people signed up by purposely having a poorly coded website. Not this link does not work on all major internet browsers. My computer is in good condition and internet connection is excellent.I attempted to call the customer service number during operating hours and my call was ignored after waiting for 30 minutes. I demand my membership be canceled and have the service upon the next billing cycle. No fees will be charged and my service will be canceled as I will let my bank know to not accept any more withdraws.

  Business Response

  Date: 10/24/2022

  Good Evening -

  We have reached out to the fan on several occasions via phone and email.  We have not heard back from the fan.   The email they have provided on the BBB complaint does not pull up any account for them.  We have reached out to them via phone on 10/12, 10/17 and 3 times on 10/19.  We left a voicemail on 3 occasions letting them know of our attempt to reach out to them.  We also sent an email on 10/19.   We have yet to receive any response back from the fan.

  We are open to assist them on their complaint but are awaiting a response from the fan.

  Thank you,

  ESPN+ Customer Support

  Customer Answer

  Date: 10/25/2022

  
  
  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,
  
  
  
  ******* ********