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:12/31/2022

  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.

  08/13/22 - registered for Best in the US (BUS) showcase. Paid additional $49.99 for a written evaluation 10/22/22 - 10/23/22 - attended the BUS showcase 10/27/22 - email sent requesting information on when I would receive my son’s written evaluation from the showcase - NO RESPONSE 10/31/22 - second request for evaluation 11/01/22 - BUS responded that I should’ve received the evaluation the week prior. I immediately responded that I had not. I was then told to activate the BUS+ membership and the evaluation would be sent to me. I should have received an onboarding email at the time of registration with the link to do this, but I never did. I asked them to send it to me so that I could activate the membership - NO RESPONSE 11/03/22 - asked a second time to send the link for me to activate the BUS + membership. 11/04/22 - receive the link and activated the BUS+ membership 11/14/22 - sent email telling BUS that I had still not received the written evaluation - NO RESPONSE 11/18/22 - sent another email stating that I had not received the written evaluation - NO RESPONSE 12/01/22 - sent another email stating that I had not received the written evaluation- NO RESPONSE 12/05/22 - requested a refund of the $49.99 since they did not provide me with the written evaluation and expressed my disappointment in their lack of communication and threatened to report them to the BBB - NO RESPONSE 12/31/22 - filed report to BBB

  Business Response

  Date: 01/02/2023

  Hi there.

  According to our processor & records, a 49.99 refund was processed in early December to the  VISA ********

  Customer Answer

  Date: 01/23/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I have not received a credit to my credit card ending in **** as Best in the US has stated. 

  I am now requesting that Best in the US provide me with documented proof that the credit was applied.

  Regards,
  ********* ***********

  Business Response

  Date: 01/23/2023

  I have just gone and resent the confirmation of that refund to the email address - *******************

  Customer Answer

  Date: 01/25/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  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. A credit was never issued in early December as previously stated, but has now been applied to my credit card as of January 24, 2023.
  Regards,
  ********* ***********

• Initial Complaint

  Date:12/05/2022

  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.

  Similar to previous complaints I registered my son to participate in a baseball camp to happen early October for $599.99 and purchased the event protection insurance for another $39.99. Prior to the event, I notified the vendor that my son had experienced a season ending injury and would not be able to attend the camp. I provided them with the required documentation from the doctor explaining the injury and explicitly stating that he would not be able to participate in the camp. The vendor, thorough email, acknowledged receipt of the documentation and stated that they would "process the refund immediately". That communication was on 9/27/2022. It is now 12/5/22 and I have attempted communication through their webpage as well as directly through our email thread nearly a dozen times with zero response from the vendor. I have asked for a phone call or a phone number to talk with them and they have not responded. I have not received the refund.

  Business Response

  Date: 12/05/2022

  Hello,

  On our end, *** ********* payment has been refunded in it's entirety. Our records indicate a refund went back to  VISA ending in *******.. if this card is not valid, that would be the only reason I'd imagine that he would not have received it, as the funds have been moved from our account. Thanks

  Customer Answer

  Date: 12/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because:  This is not accurate.  I have reviewed my statements and the transactions are as follows:

  8/29 initial purchase of $659.11  (event + insurance + fees)

  10/20 temporary bank adjustment from Bank of America as I disputed the charge due to lack of response from vendor.  

  11/29 Bank reapplied the charge when they closed the dispute in favor of the vendor due to the no refund policy (bank said they could not honor the event insurance I purchased)

  I would like some additional information as to when they claim to have performed the refund.  Visa ending in 9985 is the appropriate and valid account. 

  Regards,
  
  ***** *******

  Business Response

  Date: 12/06/2022

  Once a dispute is filed that turns into a legal obligation for our team, so thus the refund may have not fully processed, since we will not process any refunds when we have an open legal item such as a fraud dispute. Regardless, those funds were still removed from us via this refund & resolved dispute.

  Customer Answer

  Date: 12/06/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered] 
  Complaint: ********
  I am rejecting this response because: I have not received the refund that was promised, period.  Even through this process with BBB, the vendor has provided no specifics about the refund they claim to have processed.  They have provided no real information, nor have they responded to any communication other than this complaint since 9/27.  This could have and should have been resolved two and a half months ago.  When do they claim that the refund will be processed since the bank closed the dispute on 11/29, as previously noted, in their favor due to the refund policy independent of the event insurance?  This vendor has provided no information up to this point that lends to any level of credibility, only vague and non-specific info and timelines.    

  Regards,
  ***** *******

• Initial Complaint

  Date:08/03/2022

  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 purchased an event then had to cancel the week before because of covid. I purchased an event insurance just in case. I was told I'd receive a refund at the conclusion of the event. The person I was in contact with wouldn't respond to my emails after the event. So I tried on the website and received a response. I was then told I needed to fill out a form but there are no forms to fill out and the first person never said anything about form to fill out. I gave them ample time of a notice 5 days to the event. This is a scam I paid $700 for the event. When you log in there is no paper work to fill out. I was told I'd I purchased the event insurance that if something like this happened I'd receive a refund

  Business Response

  Date: 08/04/2022

  HI BBB people!

   

  We have explained to Mr. ******** multiple times that all we need is documentation for the missing of the event to validate his event protection. He has been unable to provide that documentation and/or communicate properly regarding how to cancel and receive a refund. 

  Customer Answer

  Date: 08/04/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because: i sent them my covid results they also told me they wouldn't resolve this while i had a complaint against them. There policy never states proof of any documents and as with my first attachments not once did they ask for anything. All that was said was refunds would be issued after the conclusion of the event. I purchased the extra insurance so if something like this happened i would get my money back. As soon as I received my covid results. I sent out a email. That email and the back and forth emails wherre attached to my initial complaint. Now yesterday they asked for documentation and left it just like that. I sent them my results. I attached my results, policy and why they are now not givving my refund. 
  
  Regards,
  
  ***** ******

  Business Response

  Date: 08/11/2022

  Hi there.

   

  We did not receive these covid results until a day or so ago, long AFTER this BBB complaint was filed.

   

  I have attached below the terms of the event protection, where we had told Mr. ******** (and it clearly states) that all you need to do is provide documentation for one of the qualifying reasons.

   

   

  _____

   

  Purchasing this add-on allows you to receive a refund for the event if you can not attend the event due to the reasons stated below. Please note, without this protection we have a strict no-refund policy due to the nature of our events. This protection is provided by a 3rd party.
  
  What will we refund with this protection?
  
  We will refund the cost of your booking if you are unable to attend a booked event due to:
  
  - Unexpected disruption of the public transport network you could not have reasonably known about before the date of the booked event.
  
  - an injury, or an illness affecting you or a member of your immediate family.
  
  - death happening to you at any time before the booked event or a member of your immediate family within a 4 week period of the booked event
  
  - The mechanical breakdown, accident, fire or theft en route of a private vehicle taking you to the booked event; jury service which you were unaware of at the time of the booking.
  
  - Burglary or fire at your residence in the 48 hours immediately before the booked event that required the attendance of the emergency services
  
  - You being summoned to appear at court proceedings as a witness which you were unaware of at the time of booking;
  you being a member of the armed forces and being posted overseas unexpectedly.
  
  Adverse weather including snow, frost, fog or storm where the Police services or other Government agency have issued warnings not to travel. You must provide confirmation of relevant road closures from the Police or the relevant Government agency.
  
  We will not provide a refund where:
  • you cannot provide a doctor’s report for injury or illness
  • your sole reason for not attending is due to another member of your group no longer being able to attend for
  any reason
  • you are unable to attend a booked event because you are unable to obtain a visa to travel
  • the booked event is cancelled, postponed, or relocated
  
  

  Customer Answer

  Date: 08/12/2022

  As I stated with attachments nobody at first asked for any documents then they wouldn't respond back. Then I sent another email through the website and asked what documents I needed to fill out and I filed the BBB after I was getting the run around. They didn't say anything until I told them I had filed a complaint with the BBB. I just want my refund. That is all. [To assist u s in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ********

  Business Response

  Date: 08/14/2022

  I'm not totally understanding what he is saying?

   

  We had responded to every email he had sent in a timely manner, we told him we would remove his son from the event, cancel his registration, and that he needed to provide any documentation necessary for the event protection in order to qualify.

   

  In a more recent email communication, we let him know that it is our company policy that we will not provide refunds or take any financial action while there is an outstanding dispute (such as this) going on..

  Customer Answer

  Date: 08/15/2022

  < They never responded back after the event was concluded and I sent the email with no response back to me. Then the 2nd communication all that was said was I needed to submit documentation and I sent that email and I asked what documentation was needed to be submitted and they gave me the run around. I filed the complaint to protect myself because I felt they didn't want to refund the money back to me. So now they are using this as a excuse to stall my refund. All they have to say is that they will refund my money back and it's resolved, right? I have provided them with what they needed for a refund. b>[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Assumed Answered]
  
  Complaint: ********
  
  I am rejecting this response because:
  
  Regards,
  
  ***** ********

  Business Response

  Date: 08/16/2022

  As explained to Mr. ******** above. We will not issue refunds when there is an active investigation against us. He can drop his BBB complaint and then we can process his refund, as we explained to him on August 4th, shown attached.

  Customer Answer

  Date: 08/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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.
  
  Regards,
  
  ***** ********