Complaints

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:09/02/2022

  Type:Customer Service 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.

  This site advertises live high school sports for $11.99/month. I paid all year last year and again this year. Multiple games that are advertised to be carried live repeatedly have technical issuesOr errors connecting broadcast and Im left paying for absolutely nothing of a product. Hundreds of people have this issue, and NFHS has done nothing to remedy the issue. This year, they even have advertisements airing, and then no game available. Mine and many others hard earned money has been stolen by mis-representation and complete lack of ability to provide services which have been paid for already.

  Business Response

  Date: 09/14/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. It is certainly not our intention to "false-advertise" games and have them not stream. Over the summer, schools will upload their sports home schedules so that the automated cameras know when to power on and stream those games. We've had a small yet significant number of those cameras that have had technical issues resulting in failed broadcasts. Our team has been working overtime to personally reach out to those schools who have had broadcast issues so that we can get those fixed. For the schools with repeated failed broadcasts that we have not been able to make contact with, we have removed the upcoming games that are scheduled from the site so that they are not advertised or give the impression they will stream. If there is a particular school or schools that continues to have issues with their broadcasts, please let us know so that we can get those resolved for you. You can email us at ***************************************** Once again I am very sorry for the inconvenience, and we greatly appreciate your patience as we work to get these resolved. 

• Initial Complaint

  Date:08/19/2022

  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.

  We have tried, multiple times, to get a response from NFHS network. When we do manage to get a response it's usually terse, borderline condescending in tone. We have dealt with technical issues since day one - constant buffering of streams, poor video quality, only being able to view one half of the field. Their go-to response is to reboot the modem/router. Two things to point out here - I am a network engineer by trade, to be told that the issue is my modem is the number one canned response to pass the buck; second, my network is fine. Speed tests always come back great, no other streaming issues on any device in the house. Since we've had little success in resolution/response I'm requesting a refund of the $10.99 fee dating back one year from August 2022.

  Business Response

  Date: 09/02/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund back through your original subscription sign up date last year. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again. 
  
  

• Initial Complaint

  Date:08/02/2022

  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 ordered a free subscription to watch a single high school basketball game in march of 2022. I was even OK with paying ***** for the game which was not worth it considering the quality of the feed and the difficulty we had actually getting it to play. We ended up missing most of the game anyway. I logged into my apple fees in august to find they have been taking ***** every month since March 2022 even though I have never used the service again. There is no receipt for these charges. The only way I discovered it was by accident investigating another charge on my apple account. With all of the monthly fees that go through for the $10 range they are intentionally employing predatory business practices and defrauding people with their subscription only and auto-renew only policy. Their refund policy only goes back 30 days!? They should be ashamed of themselves and CHANGE THEIR BILLING POLICY TO INCLUDE SINGLE GAME PAYMENT OPTIONS and not forcing people into a subscription they know full well will almost always end ** in this exact scenario. This practice should be banned completely from content providers in my opinion.

  Business Response

  Date: 09/02/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance.

  NFHS Network cannot process refunds for purchases made with third party providers.  To request a refund for an Apple-billed subscription, please contact Apple directly here: https://support.apple.com/en-us/HT204084 

   

• Initial Complaint

  Date:07/29/2022

  Type:Billing 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 enrolled in the NFHS Network to watch a high school basketball game in March of 2021. The fee was $10.99 a month, with he ability to cancel anytime. At that time fans were limited due to COVID, so I paid the fee to watch the one game I wanted to see. Since then I have logged back into my account to cancel the subscription and it says "you don't have any subscriptions" yet they have still been taking my $10.99 a month since then. I also tried emailing the company but have gotten no response. I would like to be refunded for the $10.99 monthly fee for at least the last 12 months. Thank you!

  Business Response

  Date: 08/12/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. 
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund the last 12 months of charges. Your subscription has also been cancelled immediately. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again. 
  
  

  Customer Answer

  Date: 08/12/2022

   
  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:07/28/2022

  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 purchased a subscription-based product (streaming service) on 5.14.22. The service was poor in quality and performance and I canceled it on 5.15.22. The method of payment is a source I don't often use. However, I did use it for this transaction which was $10.99. Fast forward to yesterday...in reviewing this payment source, I see that the subscription had continued on at $10.99/month for another two months until I quickly canceled it for a second time on 7.27.22. I sent both an email to the merchant and a message via their online customer support portal. I have been engaging with a **** via email on both 7.27.22 and 7.28.22. **** advised that they offer a 30-day grace ****** and executed a refund for $10.99. I am not satisfied with that as I know that I performed the cancellation accurately on 5.15.22. I offered on 7.28.22 to accept the first month of service and requested to compromise by only receiving one more refund of $10.99 for the month of June to July. **** was unsupportive of that and I let him know that I would move forward with filing a complaint with the BBB. Additionally, I asked very directly if NFHS Network had proof that I did not cancel the service on 5.15.22. I have yet to formally get their response to this question which speaks loudly. I am now asking that the BBB help resolve this for an additional $21.98 ($10.99 x 2) to my original method of payment ending in ****.

  Business Response

  Date: 08/12/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. 
  
  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund back through May 2022. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again.