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:02/01/2023

  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.

  I purchased 5 ******** *********** State Softball videos. I received 5 video links. 4 of the video links were correct. 1 of the video links was a 2 minute 30 second video of umpires and coaches and then the video ended. I contacted the business through email (this is the only way to contact them) at least 5 times to receive the correct link. After 2 weeks, I was sent the same video link. I finally found a phone number for NFHS (a different branch of the business) and called it. I have spoke with *************************, who is the front office coordinator, multiple times about the situation. She has also called and sent emails to the correct department for NFHS and cc'd me in the email and still I have not been contacted by this business. This has been going on for over 6 weeks. I would like the item I purchased or my money back.

• Initial Complaint

  Date:01/30/2023

  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.

  11-28-2023 $12.98 Game viewing via internet service Unauthorized Charge to Discover Card Need refund Only requested to view a single game 10/28. After that the vendor continued to place charges for the months Nov,Dec 2022 and Jan 2023.Contacted the vendor. They refunded Dec and Jan , but refused to refund Nov.

  Business Response

  Date: 02/03/2023

  On behalf of the NFHS Network I'd like to apologize for any miscommunication or misunderstanding concerning your account. In our prior communication from 1/28/23 after we issued a refund for your most recent charge in January which is in line with our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status, you specifically replied that you wanted the December charge refunded too. We took into consideration your request and made an exception and refunded the December charge as you requested. No mention or request of a refund for the November charge was ever made. We have gone ahead and refunded you for that November charge though, as we are assuming it was a mere case of miscommunication that resulted in a misunderstanding. 

  Customer Answer

  Date: 02/03/2023

   
  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:01/27/2023

  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.

  Every time I watch a game the video freezes when theres 5-6 minutes left and will not reload. I pay to watch the whole game, not 85% of it.

  Business Response

  Date: 02/03/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I don't see any accounts associated with your email address *********************** or any prior communication to our customer support department. I was however able to find a possible match using your info under a different email, but we would need you to confirm that with one of our customer support agents. I don't see any prior contact or help request from that email either though. Could you send an email to our customer support department at ****************************************** with more details of your issue? We'd love to help you troubleshoot. If you can include the school name, state, and specific sports that you've been trying to watch, that would help us identify and resolve the issue. We look forward to your email, and once again apologize for any inconvenience. 
  

• Initial Complaint

  Date:01/23/2023

  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 have been charged monthly for this service since the beginning of Covid. We attempted to watch my sons basketball games and never were able to figure out how to use this service. We have been charged $11/month for years now and every time I attempt to cancel the service they make it close to impossible to cancel. They do not have the option to speak to a person. When you call in to this company, there is an automated message that prompts you to use their website. When I tried to log in, the website, it did not recognize my email. When I used the chat option to help me, it gave me the same message over and over telling me to enter my email. This seems to be a scam. I am surprised this company is given a b+ status as it appears they do not resolve any of the similar complaints that have been made to them. I will be forced to pay the bank a fee to stop payment on this subscription that I have already spent hundreds of dollars on and never ever used. I feel legal action should be taken against this company.

  Business Response

  Date: 01/24/2023

  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. 

  We do not show any recent subscriptions or have any prior contact history from your email ********************. We were however able to locate the account in question with the information you provided under the email ******************** and a *************************. That subscription is now canceled.

  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 all monthly charges from August 2022 to January 2023. 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: 01/25/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. 

   I appreciate the waiving of charges for the last six months as we have not been able to watch one game using this service. I realize that many businesses seem to be going the route of no longer having the ability to speak to someone in person, but I think it is a disservice for technically challenged people such as myself. I hope they take this into consideration for their current and future customers.

   

  
  Sincerely,
  
  *************************

• Initial Complaint

  Date:01/20/2023

  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 contacted NFHS over 6 months ago to have them to stop taking money out of my account. We had no idea that for 2 years they had been doing so. We simply were not paying attention to the $13 coming out monthly. That was our fault. Over 6 months ago they stated that they stopped the renewal of subscription. Well, this week we saw a charge from them for $13. They never stopped taking money from our account. When I contacted them over 6 months ago there were customer request numbers attached to the emails. They were able to pull up the account with my information. They claim they do not have those emails to prove that they stated they would stop taking money out of our account. If they truly don't then again this is my fault as I deleted all of my ****** emails to make space for my ****** drive. However, they will not respond to me when I ask them if they have our former communication. They have taken at least $78 from our account.

  Business Response

  Date: 01/24/2023

  As stated in our previous communication on 1/20/23, the subscription you are referring to was cancelled on Aug 07, 2022. 

  The current billing you are seeing was a new subscription that was started by someone with access to the account **************************************** on Nov 04, 2022.  

  This subscription has been cancelled again as of 01/17/2023, per your conversation with our agent.
   
  Although this account was also used as recently as this current month (Jan 2023), all 3 charges from when the subscription started (Nov 2022), Dec 2022, and Jan 2023 have been refunded. 
   
  There was no billing that occurred between 07/16/2022 and 11/04/2022.
   

• Initial Complaint

  Date:01/19/2023

  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.

  On February 10, 2022, I paid to watch one of my son's middle school basketball games. I was not conscious nor did I consent to sign up for any sort of ongoing subscription from NFHS Network LLC. However, after unlawfully storing my credit card information on their system and without my consent, NFHS Network has charged my credit card $125.39. This charge came over the last 10 months: 3/10/22-7/10/2022: 5 months at $10.99 a month = $54.95 and 8/10/2022-1/11/23: 6 months at $11.74 a month= $70.44. I did not catch this transaction because NFHS Network intentionally deceived me by creating an obscure charge listed as NFHSNTWRK* 56CD6C02A0U HTTPSNFHSNETWGA. This is not a clear charge like ******* or **** Club and was easily, and I believe, designed to deceitfully be looked over on a credit card statement. I did not catch this as the charge was obscure on my credit card statement and was around $10 per month. I did not use nor want this service from March 2022 through January 2023. NFHS Network did not send me any communication that I had a subscription service during this time nor that it was continuing to charge me each month. After emailing NFHS Network, they refunded $11.74 for January 2023 only and refused to refund the remaining balance of $113.65. Also, after their initial email, NFHS Network has refused to answer my emails and their company does not take phone calls. I tried to reconcile with NFHS Network but since they will no longer communicate with me, I had to file a complaint. Thank you.

  Business Response

  Date: 01/24/2023

  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 all charges back through March 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. 
  
  

  Customer Answer

  Date: 01/24/2023

   
  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. Thank you for your help!
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:12/28/2022

  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.

  I tried to cancel/ unsubscribe from their service around April of 2021. I even spoke to their customer service via email back then. I followed their directions to unsubscribe. About 6 months later I noticed I was still receiving their emails, so I contacted them again to unsubscribe. They have been charging me $11.76/ month since then. Today I finally used threats and a credit card statement to get them to cancel my account. They only refunded me for o e month even though they acknowledged that I havent used their website for about 20 months. I would like a reimbursement for the entire period , which I believe they stated they would about a year ago. I can probably find those emails if needed.

  Business Response

  Date: 01/09/2023

  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. 

  We do show that you contacted us on 9/22/22 about cancelling your account. Since that account was under an unknown email from the one you messaged from, we asked you to provide more info so we could locate it, but you never responded to us. On 12/22/22 you again contacted us about cancelling your account, and again we needed more info to locate the account since it was under a different email than the one you were messaging from. As soon as we received the requested info from you, we were able to locate and cancel that subscription as well as provide refunds on the last 3 months of charges beyond our 30-day refund policy. 

  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 an additional 2 months so that now all charges between 8/19/22 and 12/19/22 have been fully refunded. Details of that refund have been sent to you in a separate email. We will be unable to accommodate any refund requests beyond that. If you have any further questions please don't hesitate to contact us again.  

  Customer Answer

  Date: 01/09/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********,  Because I cannot find proof of my earlier attempts to cancel the service , I feel like I have to accept this result.  But I did make other attempts, and I feel like this business has made it unnecesarily hard/confusing to cancel their service.   I will warn other to be careful when doing business with this service.    Other businesses make it so much easier to cancel and acknowledge their services and fees.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:12/26/2022

  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.

  Last year I requested my account be deleted because I was charged for a subscription that I did not initiate. My card was credited for the amount charged and I was told by an agent my account was deleted. Then, this year the same thing happened and they are refusing to refund the amount charged for the subscription. I cannot delete my card or account because they have to. I didnt sign up for a subscription and cant get my account deleted. As a result I have had to close the card attached to the acount and dispute the charge as a result of the issue.

  Business Response

  Date: 01/09/2023

  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. I can confirm that your subscription is cancelled and will not be charged again for any renewal charges. All charges between 9/18/22 and 12/18/22 have also been fully refunded to your card. I've also deleted your saved payment info from our database, and your account is in the process of being fully deleted from our systems. Once again I do apologize for the trouble you've had with your account. Please don't hesitate to reach out to me if you have any other questions or concerns. 

• Initial Complaint

  Date:12/18/2022

  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.

  Our local *********** uses a service called NFHSNetwork to stream live sporting events. It is the viewers responsibility to purchase a subscription to view games . The network does not maintain its equipment and the stream is consistently either unavailable or has technical difficulty with the cameras . This results in making it impossible to view an event. The network continues to charge regular fees despite not delivering the streaming it claims to deliver. This network is used to multiple sporting events and the problem continues in all events, indoor or outdoor.

  Business Response

  Date: 01/18/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. A significant number of our automated cameras went offline due to a glitch in a recent software update. We currently have all hands on deck working to get each and everyone of those back online as well as coordinating with the schools for ************* to broadcast their upcoming games.  It's possible your school was one of those affected by the glitch. Either way we'd be more than happy to follow up a troubleshooting appointment with that school to get their broadcast issues resolved. What is the name of the school you are trying to follow? 

  I'm not seeing any prior communication from your email to our customer support department. We can always be reached at **************************************** should you have any issues streaming games or managing your account in the future. 

• Initial Complaint

  Date:12/16/2022

  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.

  I subscribed to NFHS network so I could watch all of the Texas high school football games. Today was *********** championship games and this network would not show the games! Waste of money. Total ripoff

  Business Response

  Date: 01/27/2023

  On behalf of the NFHS Network I'd like to apologize for any confusion about the *** State Football Championships schedule. The *** retains all broadcast rights to postseason contests and grants rights to its broadcast partners. For 2022-2023, the **** broadcast partners are the NFHS Network and Bally Sports Southwest. The rights to broadcast the *** Football Championships were exclusively granted to Bally Sports Southwest, while the earlier rounds of the playoffs were split up amongst the NFHS Network and Bally Sports Southwest. Broadcast and telecast rights can be very convoluted sometimes, and we are very sorry for any confusion. We hope you at least enjoyed all the great games leading up to the championships. You can refer to the following link for more detailed information concerning those rights contracts at the ***'s website here: ******************************************************************************************