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:03/11/2024

  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.

  I was unable to cancel my subscription to this service. There was 3 times I spoke to a representative after trying to cancel on line. I was promised a return call all three times, but never got one. The issue was that I couldnt sign in because my email wasnt valid, but it was the same one they used to bill me. On one of my attempts to resolve this issue they tried to charge for a team to research and fix the problem. I will be contacting my credit card company to refuse any further charges. One representative even mentioned that they receive many of these calls, but they werent the person I needed to speak with. Thank you for your time.

• Initial Complaint

  Date:01/28/2024

  Type:Service or Repair 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 February 24, 2022, we signed up for the NFHS Network streaming service. We found it to be inadequate and canceled our service the following month. Unbeknownst to us, NFHS Network did not cancel our service and in fact continued to charge our credit card a monthly fee. These fees have amounted to $266.88. In terms of a resolution, we would like two things. First, we would like to be reimbursed in full for the $266.88. Secondly, we would for NFHS Network to fix their broken billing system. Our cancelation request was not processed. Our credit card continued to be billed monthly. And the streaming service was renewed without our consent and without any communication whatsoever from NFHS Network. When we signed up for the service, we were asked to provide our email address. NFHS Network should be obligated to use the provided contact information to notify customers that they are automatically renewing their streaming subscription and continuing to charge their credit cards. We received exactly zero communication messages from NFHS Network since the initial date that we trialed the subscription on February 24, 2022. This company is not acting in good faith, and in my opinion is heading towards a class action lawsuit, as it is obvious that their fraudulent billing practices are impacting many, many subscribers.

  Business Response

  Date: 10/17/2024

  Hello *****, 

  Thank you for your feedback, and we sincerely apologize for the inconvenience you've experienced with our services and the delay in addressing your concerns. While we typically uphold a no-refund policy, we understand that unique situations can arise, and we strive to assist our customers as best we can.
  
  After reviewing your account, we have processed a partial refund in recognition of your situation. We are committed to continuously improving our services and customer experience, particularly regarding billing and subscription management.
  
  Thank you for your understanding, and we hope to resolve this matter promptly. Please, reach out to our support team at **************************************************************** if you have any further questions or concerns. 

  Kind Regards,
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/22/2024

   
  Complaint: 21211962
  
  I am rejecting this response because:

  As I have stated, this company continued to charge my account, after I canceled my subscription.  I am owed a reimbursement of $266.88, and will accept nothing less.  Additionally, I would like to point out that this company has a history of pulling this  type of consumer-scam, as is evident by the complaints outlined on the BBB site.  NFHS Network is utilizing deceptive subscriptions tactics to enrich their company.  Just like any other subscription-based-service, NFHS Network is required to get express affirmative consent from its customers.  When we canceled our service, we were no longer providing this consent.

  Sincerely,

   ***** *********

  Business Response

  Date: 10/22/2024

  Hi *****, 

  Thank you for your follow-up, and I sincerely apologize once again for the frustration youve encountered. I want to assure you that weve processed a full refund to your account, which should appear within 5-10 business days.
  
  I recently joined NFHS Network as the Voice of the Customer Program Manager, and Im actively collecting feedback like yours to improve the overall customer experience. Your concerns regarding billing and subscription issues are top of mind, and we are committed to refining our processes to ensure clarity and ease for all of our users.
  
  Your input is invaluable, and we take these matters very seriously. If you have any further questions or need assistance, please dont hesitate to reach out to our support team.
  
  Thank you for your patience and for helping us improve.
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:01/23/2024

  Type:Service or Repair 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.

  NFHS Network advertises that you can watch your high schooler play their sports via live broadcast. My son plays JV basketball and Varsity Basketball for ********************** in **********, **. I have paid for their offered service since the start of the season. The cameras at ********** *********** are never operational in the basketball courts. 90% of his games have been played at home this season. I have emailed NFHS Network **************** multiple times with photo evidence that those cameras are not operational. I am a travel nurse and therefore I cant be there to see him play in person. NFHS hasnt had a problem collecting their money for me at approx $12 per month from my checking account but have yet to repair the cameras or even offer to refund my money. To say I was excited about this service is an understatement. Like any parent who has a child in sports, I am extremely proud of my son and his biggest fan. Yet here I am unable to watch him play the sport he loves. I just want the issue fixed. My money back would be a plus but I would rather be able to watch him play.

  Business Response

  Date: 10/24/2024

  Hi *****, 

  Thank you for your patience, and I sincerely apologize for the issues you've experienced with streaming your sons basketball games. I can imagine how disappointing it must have been, especially when you were counting on the service to watch him play while traveling for work.
  
  Im happy to share that weve scheduled a technician to replace the necessary equipment at ********************** This should resolve the ongoing issues with the cameras in the basketball courts and get them up and running properly again.
  
  Were also reviewing your subscription, and Ill be issuing a partial refund to account for the games you missed last season. Our goal is always to provide a reliable service, and I hope this helps in the meantime.
  
  If you have any other questions or need further assistance, please dont hesitate to reach out to our support team at ****************************************************************. 
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:01/02/2024

  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 purchase this subscription to watch my grandson play basketball. Every year their are issues with watching games; usually it is due to a camera issue that never gets resolved. This year alone so far in the basketball season I have missed 1/3rd of the games I have tried to view. Your only resource it to email them and they reply and do nothing. If you expect something like a refund for all the games you pay for and can't see, the only resolution they have is to cancel your subscription! The idea of this service is wonderful but for whatever reason they can't seem to provide a quality service. If this happens to me it happens to everyone. You cannot even talk to anyone. There is a phone number on line but it is just a recording to tell you to email them. Can't someone do something???

• Initial Complaint

  Date:01/02/2024

  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.

  I canceled my subscription with this company back on 8.21.2020. However, this company has continued to charge my PayPal account ***** per month since 2020. Unfortunately, I just noticed the issue, but the company is unresponsive and all of the ways they have listed to cancel do not work. I have asked them for a refund of ****** for 36 months of unauthorized charges. There were a few other months in 2020 that I was charged, but am only asking for a refund for 2021, 2022 and 2023. I will be submitting a problem report for as many of the charges that PayPal will allow.

  Business Response

  Date: 10/18/2024

  Hi ********, 

  Thank you for bringing your concerns to our attention. We sincerely apologize for the delay in addressing this complaint and we appreciate your patience as we worked to resolve the issue.
  
  As you may recall, our team followed up in February regarding your ****** subscription and issued a refund for the charges from August 2023 to December 2023. We understand your concerns about the ongoing charges and are here to help.
  
  While our standard policy states that all sales are final, we value your feedback and want to ensure you feel supported. If you have any further questions or if there are additional details youd like us to consider, please dont hesitate to reach out to our support team.
  
  Thank you once again for your understanding. 
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:12/19/2023

  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 subscribe to NFHS Network in order to watch the various extended members of my family play and coach at their schools in a number of sports. I have watched several games on my computer and on Roku. Recently I have been unable to see games on Roku due to their showing no NFHS Network on my TV. Also, I have been unable to watch on my computer due to NFHS Network setting up a "chat" screen designed, I am sure, to cut down problems. Unfortunately the screen covers 1/2 of my screen and I cannot watch the games. The screen cannot be deleted and due to it not being fully developed, I cannot communicate on it. I have written several emails to NFHS Network about the problem, and while the computer respond right away assigning a case number, and telling me that someone would contact me about the problem, no one has ever attempted to help me solve the problem, and other than email I am unable to communicate with them. HERE IS WHAT I AM ASKING FOR: First of all, solve the problem of the computer screen. Secondly get Roku straightened out and finally, refund a month's fee due to my inability to watch games properly. I am also filing a BBB complaint about Roku problem, with Roku being totally impossible to communicate with, and have no responses to any attempted emails.

• Initial Complaint

  Date:12/18/2023

  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.

  We are trying to cancel our subscription with NFHS and are unable to. We try to sign into our account and keep getting a message saying our login and password are incorrect . All we get is a robot trying to help us and a recording when we call customer service. They are charging our credit card every month and we can't get a hold of them to stop it.

  Customer Answer

  Date: 01/05/2024

  The matter has been resolved

  Thank you

  ***** *********

  Business Response

  Date: 10/16/2024

  Hi *****, 

  Thank you for reaching out, and I sincerely apologize for the delay in addressing your concerns. After reviewing your account, I can confirm that your subscription associated with your email provided was successfully canceled on January 4, 2024, and no further charges have been made since that time.
  
  If you still need assistance or have any additional concerns, please dont hesitate to reach out to our support team at ***************************************** Were here to help and ensure everything is resolved to your satisfaction.
  
  Thank you for your patience, and we appreciate your understanding.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:12/09/2023

  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.

  I subscribed to this to watch my grandson play football, it was stated that this would be a recurring charge until I cancelled. I could not hear the game and was very dis-satisfied. I emailed several times asking for refund and cancellation of my subscription. On 11/20/2023, I received an email my subscription was cancelled. I have not received a refund and I am still getting billed.

• Initial Complaint

  Date:11/29/2023

  Type:Service or Repair 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.

  NFHS Network costs me 11.99/month. For the 2023-2024 Basketball season, customers are unable to watch **************************** in ***************. This is not due to technical difficulties beyond the networks control. The issue is caused by the school placing duct tape over the camera. I have notified customer support several times with no answers or solutions. I understand the coaches may not want local coaches watching and scouting their games, but I am not a coach. I am a paying customer. It is inappropriate for NFHS not to investigate this intentional interference. All individuals paying for a subscription that live in Limestone County and Lauderdale County ******* should receive half off their subscription for the basketball season. I pay a quarter of the price for ESPN+ and zero issues.

  Business Response

  Date: 10/24/2024

  Hi *******, 

  Thank you for your patience, and I sincerely apologize for the delayed response regarding your concerns about streaming **************************** games. I understand how frustrating it must have been to pay for a service and not be able to watch the games as expected. Weve been working with the school to address the camera setup, and were aware of the ongoing challenges.
  
  Since youve already canceled your subscription, Ive gone ahead and issued a partial refund for your subscription charges. We genuinely appreciate your feedback and are committed to making improvements based on these types of issues.
  
  If theres anything else youd like to discuss, please dont hesitate to reach out.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ********************

  Customer Answer

  Date: 10/24/2024

   
  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

  Date:11/14/2023

  Type:Delivery 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.

  ON 11/2/23, I ordered a *** of a **** state championship football game. When we received it a week later and played it, only half the game was on the tape. The first half was almost completely missing. And they knew it was missing based on the options at the beginning of the **** I emailed ***************************** which was the email address I received the email confirmation from. I said I wanted a full refund. I didn't receive a response. I tried emailing the other email addresses showing on my order. My emails were rejected. I emailed the business on the BBB site but other than that, I haven't found any other way to contact them. I'm guessing they are counting on me giving up like most people. I spent a total of $42.10 for the *** and the order number was yhst-**************-*****

  Customer Answer

  Date: 11/20/2023

  Please close this case as I have been issued a full refund.

   

  *********************