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:10/17/2024

  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.

  I am not able to log into my directors account on my computer but can only log in on my phone that has credentials saved and I do not have to enter then on my phone. When I go on the computer and enter the credentials it takes me to my coaches OLD account.

  

  Business Response

  Date: 10/17/2024

  Hi there, 
  
  Thanks for reaching out. Sorry to hear that you are having trouble logging into your account. 
  Our support team would be happy to assist you, but will need more information (there is no current outreach from you / ************************************* at this time) -- please just message our team at ************************************** and we can help get you squared away. 
  
  Thanks!

• Initial Complaint

  Date:08/08/2024

  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.

  We have been sending emails to Sports Engine for WEEKS now and still have no answers. We have payments just sitting on the app that we need to move to our bank and we keep getting an error message. We have athletes who have missed camps and choreography because their payments are stuck on the app. Weve been told for WEEKS that someone will reach out to the finance department and STILL NOTHING HAS BEEN DONE. Just yesterday we were told yet again that they are reaching out to the finance department and no one has responded back to us with a resolution.

  

  Business Response

  Date: 08/09/2024

  Hi ******, 
  
  Thanks for reaching out about this. As noted in your support conversation with our team, we've escalated this matter with our Finance team. The underlying issue is that your financial documentation was not approved in order for us to make the payment/s to you. 
  
  I will respond to you in your support thread with the details and what is needed for next steps in order to be approved. 
  
  Thank you,
  *****

  Customer Answer

  Date: 08/09/2024

   I am rejecting this response because:

  We were told WEEKS ago that it was fixed and to let the rep know if we got another error message. The next day of course we get another error message and we sent another email stating that it happened again. We didnt hear anything for another WEEK. Camps and choreographers had to cancel because we didnt have access to our funds and we now are getting piled up with late fees. 3 WEEKS later now you respond stating it was something as simple as the bank documents not matching the account name on the app. The underlying issue is that this should have been stated ***** hours after we updated our bank documents not 3 weeks later after we filed a complaint with the BBB. 
  

  You stated that you will be in contact with me through our email thread, I responded to you and asked for instructions on how to update our name on the app so it matches the bank documents as our bank documents match our EIN paperwork so that will not change and yet Im still waiting on a response. 

   

  
  

  

  Business Response

  Date: 08/09/2024

  Thanks, ******. I am sorry to hear that your experience has not been ideal. At this point, we've identified the issue from your original outreach and have provided you with the details on what is needed from your end to correct. 
  
  If you have inquiries or need further assistance in verifying your bank information, please continue to communicate with the team through the support thread so we can best help you. 
  
  Thank you.

• Initial Complaint

  Date:05/20/2024

  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.

  I've dealt with SportsEngine for the past several yeat (have a sports management site through them). They released their new ***************** platform this year and it is completely worthless. I've been trying to get them to correct several MAJOR system malfunctions/glitches for over a month now and they still won't provide an firm timeframe for when the issues will be resolved. Literally nothing with the new platform works completely as intended. Complete waste of time and money for a worthless platform and HORRIBLE customer support that does nothing. I've contacted them dozens of times for the issues of the past several weeks. No root issue has been resolved to date.There several open support tickets (numerous other functionality issues). I have dozens of emails. I have scheduled several calls, Literally no major issue has been resolved. I tried to get them to switch out info to the old platform because the new one doesn't funtion properly. Still nothing has been resovled. We can't use the system for scheduling and the standings don't work. It has been a complete waste of time. Our season is halfway over and there have been major issues that have resulted because of the platform malfunctions/glitches. With end of season quickly approaching, I have very little faith the issues will be resolved. SportsEngine can't even make the standings work properly.I would like the issues revolved immediately. It should have been tested before released. Even if there were issues, they should have been resolved quickly. A month without resolve is ridiculous. I have wasted dozens and dozens of hours because the issues with the platform.Standings dont calculate correctly. Schedule conflict issue TEAM NAMES games scheduling issues Games Not Showing on Reports and Microsite THERE ARE SEVERAL OTHER ISSUES AND GLITCHES WITH THE NEW PLATFORM BUT THOSE ARE A FEW.Since SportsEngine has shown they are not capable of fixing the major issues with new platform, either switch all of our information to the old platform or refund us completely.

  

  Business Response

  Date: 05/21/2024

  Hi *****, 
  
  Thank you for reaching out. I am sorry to hear that your experience with ***************** has not been positive. Our intention is to provide organizations with innovative tools and systems that help them run and manage their programs.
  
  In this particular release, there have been bugs and coding that have needed to be updated by our development team. 
  
  I am committed to working with you to gather information on those release notes and resolve your issues. 
  
  Looking forward to working with you more from here. 
  Thank you!

  Customer Answer

  Date: 05/21/2024

   I am rejecting this response because: I have been told basically the same thing from 6-7 different SportsEngine representatives for more than a month and nothing of anything significance has been resolved.   Our season is well underway and several aspects with the basic functionality of the new platform don't work.  I keep getting vague responses about how you're "committed to resolving the issues" but nothing happens....the platform doesn't get fixed.  I've tried you get you guys to switch our info to the old platform because you haven't been capable of fixing the issues.  The new platform wasn't properly tested prior to release and has ruined our season and wasted dozens of hours working around the system glitches and malfunctions.  When will the issues actually be resolve? If you're capable of fixing the issues then at very least switch all of our information to the old platform so we have something that actually works.
  
  
  

  Customer Answer

  Date: 05/21/2024

   I am rejecting this response because: I have been told basically the same thing from 6-7 different SportsEngine representatives for more than a month and nothing of anything significance has been resolved.   Our season is well underway and several aspects with the basic functionality of the new platform don't work.  I keep getting vague responses about how you're "committed to resolving the issues" but nothing happens....the platform doesn't get fixed.  I've tried you get you guys to switch our info to the old platform because you haven't been capable of fixing the issues.  The new platform wasn't properly tested prior to release and has ruined our season and wasted dozens of hours working around the system glitches and malfunctions.  When will the issues actually be resolve? If you're capable of fixing the issues then at very least switch all of our information to the old platform so we have something that actually works.
  
  
  

  

  Business Response

  Date: 05/21/2024

  Hi *****, 
  
  Thanks for reaching back. As noted in our separate message thread - I will get back to you there regarding the status and resolution of the bugs that you've mentioned. 
  
  Unfortunately, the information cannot just be "switched" back to the old system as you are asking. These are two separate systems that do not communicate with one another. Additionally, the long-term solution is Season Management. 
  
  While I understand that bugs have created frustration for you, again - these are sometimes part of launching new features and code. Currently, the basic overall structure of the system is more than capable for you to finish out the season - and I look forward to communicating further with you on the other cosmetic issues and bug fixes that you are requesting.
  
  Thank you!

  Customer Answer

  Date: 05/27/2024

   I am rejecting this response because:
  
  The new platform is clearly NOT capable. I currently have 112 teams that reported issues with incorrect standings, some worse than others, and I'm sure there are more that haven't replied yet.  It's been 1.5 months since we originally reported the issues with standings specifically to SportsEngine.  The issues haven't been resolved. Your organization won't give us any idea of when it'll be resolved. We're literally weeks away from end of season and it is imperative that the is work properly which is clearly is not.  If all games don't display properly, if conflicts management tool doesn't work completely, and standings don't work, and Team Admin can't enter pitch count anymore, so the new platform is essentially worthless. Your company has been incapable of resolving the issues.  It is ridiculous that it has been 1.5 months and it's not resolved. WHEN WILL THE ISSUES BE RESOLVED?

• Initial Complaint

  Date:01/22/2024

  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.

  ******** ******************************** agreed to work with Sports Engine in November 2023 when League Athletics was bought out. We were told that everything would transfer over and began the process of designing the website and registrations. Initially, the customer service was decent with responses within a day or two. In November we stated we hoped for the website to go live mid December and then updated to 1/2/24. I was told it was all set and on 1/2 we went to go live and it didnt work. We purchased a different domain to link and it is 3 weeks later and no website. I will go days with no response from help center or if they do respond they tell me to do something I have all ready done and include in screenshots. I booked an appt to actually talk with someone live (6 days out) finally get someone on the phone to help and he tells me I cant email or send him any screenshots so he can check the *** settings. He was going to look into it and said he would call me back that day. Its been 4 days and Will has not called back. The lack of support is really disappointing and not what was promised. This should be an easy fix, determine *** settings that will work with Squarespace. They send generic links and its been weeks and it doesnt work. We have all of our data (hours worth of time) loaded on a website and registrations active with no website and no responses from: ******, ****, ***** and now *****

  

  Business Response

  Date: 01/22/2024

  Hi ****, 
  
  Thanks for reaching out and bringing this to our attention. I am sorry to hear that your onboarding experience has not been excellent - that should always be the standard level that we strive for. 
  
  Let me dig into your records a bit and I will ensure we assist in getting your new site up and running shortly. 
  
  Thanks, 
  *****

• Initial Complaint

  Date:01/12/2024

  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.

  In September 2023 $175 was paid to SportsEngine for a highlight video to be prepared for my 12-year-old son, ***********************. Highlights were to be taken from the *** TV basketball camp. No video was ever received. No one ever communicated with us concerning the delay. And no refund was ever issued. This appears to be either fraud or theft.

  

  Business Response

  Date: 01/12/2024

  Hi ******, 
  
  Thanks for reaching out and sharing your concern. Sorry to hear that you have not received your highlight video from basketball camp. 
  
  Unfortunately though, SportsEngine is not responsible for this video - we are just the technology company that is supporting the basketball organization running the camp and selling the video.
  
  You will need to reach out to them directly to inquire when this will be received OR to request a refund. 
  
  If you need assistance finding contact information, please connect with us further at *******************************. 
  
  Thanks!

• Initial Complaint

  Date:01/11/2024

  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.

  I have been trying to contact Sportsengine for a few weeks. They used to have an option to schedule a call with them to speak to a live agent however there isn't one available January 15 min call slot. I sent a chat over a week ago and it just got answered today (a week later) when they are supposed to answer within 2-3 hours. And they didn't resolve my issue. I am at my **** end without a way to speak to someone live to resolve some of my registration issues. I am trying to run a business with their platform and have zero support. This is totally unacceptable.

  

  Business Response

  Date: 01/11/2024

  Hi *******, 
  
  Thank you for reaching out with your concern. I will review your support conversations and ensure that a manager gets back to you shortly. 
  
  Thank you!

• Initial Complaint

  Date:12/06/2023

  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.

  We are a paid subscriber to Sportsengine. Our account is current and paid. 4 days ago our account stopped working. We opened a support ticket online, however, there has been no helpful response. No information has been provided on why our account is not working. No resolution has been provided by Sportsengine. Attempts to contact Sportengine by chat, email, and phone call have gone unanswered.When calling Sportsengine, there is no option to speak to a person who actually works at Sportsengine.

  

  Business Response

  Date: 12/06/2023

  Hi *****, 
  
  Thank you for reaching out and sharing your concern regarding your website and registrations. In reviewing our support tickets, I was able to find your conversation with our team and see that we've been able to assist you and your inquiry has already been resolved. 
  
  I will have a team member follow up with you on that thread again to confirm. If there is anything else we can assist with, please let us know. 
  
  Thank you!

• Initial Complaint

  Date:11/01/2023

  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.

  I am the President of my local little league. League Athletics, which has now become Sports Engine HQ, is our host. Without warning the site has been shut down without any access capability for our league, which is currently running and requires such access to communicate with families, view scheduling information, view financials and review registration data. It is going on 24 hours with no response from the online chat and the customer service number is impenetrable. It is impossible to get a response from this entity.

  

  Business Response

  Date: 11/01/2023

  Hi ****,

  Thank you for your patience and I understand your frustration over the delay. It looks like you're in transition between League Athletics and SportsEngine and need assistance getting set up! I've reached out to your Account Manager to have them follow up directly, since Customer Support is unable to finalize the migration from one platform to the other. 

  Thanks!

  ****

• Initial Complaint

  Date:09/08/2023

  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.

  Our booster club has used the League Athletics system for years. As with many non-profit programs, we change leadership every so often so we may have missed important info about a migration to a new platform. That said, our website has been down for over a week. I have tried calling, emailing, online chats to help fix the problem. I cannot get in touch with anyone at this point. About every other day, I receive an email asking if the site is still down. I respond and no further action is taken. I really just want someone from support to contact me to let me know what I need to do to fix the issue.

  

  Business Response

  Date: 09/08/2023

  *** did indeed reach out multiple times, however he was also asked multiple times to provide the url for the organization so we could best assist, and it wasn't readily given. I was able to reverse-search his email and he can expect a follow-up shortly regarding his outstanding question.

   

  Customer Answer

  Date: 09/08/2023

   I am rejecting this response because:
  
  Sports engine stated that I did not send them the *** for our website. 
  

  I sent them communications including the *** on:

  Sep 5 at 9:09am, Sep 5 at 4:18pm, Sep 5 at 4:38pm, Sep 6 at 1:09pm, and Sep 8 at 10:11am  

   

  Thank you

  
  

  

  Business Response

  Date: 09/14/2023

  Hi ***,

  It looks like we dropped the ball with your migration from ***, which I can understand caused frustration in your site being down. I want to point out that we do have live chat and scheduled calls, however they are only accessible when logged into your site - which is what was causing the issues. 

  It appears as though you've now been assisted directly and are moving to a new platform for your needs. While we're sorry to see you go, we wish you and your organization the best of luck!

  Customer Answer

  Date: 09/15/2023

   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.

• Initial Complaint

  Date:06/26/2023

  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.

  Sportsengine has taken over my soccer league's league athletics website, with no advance warning. This has left me with no way to access those who have registered and paid to participate. I have tried to contact sportsengine multiple times to resolve the issue, and they are totally unresponsive.

  

  Business Response

  Date: 07/13/2023

  We've had three separate Customer Support interactions (outreach) from ****** regarding his League Athletics account. In addition, numerous marketing emails have been sent over the course of the past two months to alert organization administrators that league athletics was transitioning over to SportsEngine, and steps to take in advance of the full transition. 

  SportsEngine has not taken over the account, as League Athletics has been a property of SportsEngine for over 6 years. ****** has access to his SportsEngine site. We are deprecating the platform and moving all accounts and functionality to SportsEngine, to better support our customers. 

  Thanks!

  ****