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Business Profile

Hockey Club

American Hockey League, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hockey Club.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:06/29/2023

    Type:Product Issues
    Status:
    Resolved
    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 to watch the AHL hockey games and playoffs for 2023. The AHL decided to make the final game of the playoffs "free" to watch however they could not support the users that were watching the final. I contacted support on 6/21/23 during the game and was told yes there is a problem but just keep trying to login. I could never get logged into the site since I continued to get an error that the AHL techs obviously recognized "Failed to retrieve user data.". I advised the AHL the next day of the problem which started apologies and a suggestion for a refund. The refund is secondary to the fact that there is only ONE final for the Calder Cup each year, I paid to see it and could not due to the fact that the AHL decided to let others who did not pay for the game. The AHL is involved in deceptive business practices and does not support their streaming service. One note, I was able to log in to other games in season and in the playoffs without an issue. The issue was triggered by the AHL.

    Business Response

    Date: 07/13/2023

    Good afternoon,
    AHLTV is the streaming service of the American Hockey League.  During our Calder Cup Finals, we offered a freeview of Game 7 between Coachella Valley Firebirds and the Hershey Bears.  At the beginning of the game, we experienced some technical difficulties for approximately 20 minutes. About 10 minutes into the 1st period of the game, the technical difficulties were resolved,and the remainder of the game streamed without problems. The customer who filed this complaint successfully watched over 50 games throughout the season and requested a refund for his entire purchase that was made on Dec 18, 2022, due to 20 minutes of a technical issue in one game. Therefore, it was decided that no refund was given as the game was free, the technical issues were resolved quickly, and over 85% of the game was streamed successfully and available. The archive of the game was also made free for customers who wanted to watch it the next day. Additionally, our terms of service state PLEASE NOTE: All sales are final. There are no refunds of any kind to customer debit or credit cards; *********; **********; or other payment methods. Thank you.

    Customer Answer

    Date: 07/13/2023

     
    Complaint:************

    I am rejecting this response because:

    I was never able to watch the "game" free or otherwise. The business is incorrect about 85% of the contest being viewed. They can see from my login attempts that I could not view the game. Their own rep suggested the refund, not me. 

    I paid for a subscription, but they did not or were not able to provide the championship game? How is that a good way to treat your customer?

    Sincerely,

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

    Business Response

    Date: 07/25/2023

    I've contacted customer directly and added a one time credit to his account.  His issues seem isolated to his computer/network but in a show of good faith, we have added a credit to his account for next season.

    Customer Answer

    Date: 07/26/2023

     
    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,

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

American Hockey League, Inc. is NOT a BBB Accredited Business.

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