Complaints

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• Initial Complaint

  Date:11/12/2024

  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 signed up and did tryout and they made us pay up front before placing our daughter on a team. After we paid and they placed us on a team, they then dropped a team because of some parent complaints and move kids around and changed teams and coaches. We asked for a refund as we didn't feel the shifts they made in Teams & coaches after 2 weeks was the best for our daughter developmentally. They told us that they have a no refund policy and would not refund our money.
  I asked for the following since they would not refund our money:
  *A Copy of the No Refund Policy
  Where you asked for this to be acknowledged and where we acknowledge it.
  *A Copy of an Itemized receipt for what we paid for.
  A breakdown of what the payment covers between the different teams Justifying the amount being the same for each level. (Coaching level for each, amounts of practices & tournaments).
  *Signed contract for being part of the organization.
  They have not provided any of this to us and in their e-mail, response said they will no longer waste their time with the matter and have not responded to the request for the above.

  Business Response

  Date: 11/25/2024

  To Whom it May Concern,

  Thank you for reaching out to allow us to respond to this
  accusation and share our side of this issue.

  Players who tryout to participate in our program are
  selected and offered a spot to play on one of our teams for the season that
  they tried out for. Once players are offered a spot in our program they are
  given the opportunity to ACCEPT or DECLINE that spot and are also made aware at
  that time that all players will be further evaluated and placed on their skill
  appropriate teams at a later date.

  Upon accepting a spot in our program players are required to
  pay the first ½ of the season fees in order to confirm that they are actually
  committed to playing. The final balance is due a month later. This is, in
  essence, our “contract” with each player confirming that we will provide a spot
  to them to play on one of our teams for that season and they have promised to
  participate.

  The player commitments and ensuring that they are committed
  to participating for the season is important for us because we have to
  immediately determine the number of teams that we will be hosting in each grade
  division based upon those commitments. Gym space is reserved and paid for,
  tournament registrations are completed and paid for, coaches are assigned and
  paid, etc. Should players decide to quit after accepting their spots the
  results leave us short on players to fill the teams we have planned to host.

  The ******** have participated in our program in previous
  seasons and so this is not something brand new to them. They are well aware that
  the rosters for our teams are not posted until after players have committed and
  paid for their spots in our program. This is simply a case in which they are
  enraged that their daughter was not placed on a higher level team and one that
  they wanted her on. In previous seasons she had been rostered to a higher level
  team and was rostered to a lower level team this season. That upset them and so
  they quit.

  Players are fairly evaluated and rostered over the course of
  2 weeks by 6-8 (and sometimes more) coaches in each grade division as well as
  the Youth Director who is at all evaluations for all grades and we feel
  comfortable and confident that each player is objectively and justly placed on
  the best team for them.

  We did have to adjust rosters in our 4th and 5th grade divisions after the original team placements were made due to multiple
  players not being able to fulfill their commitment to play because of season
  ending injuries and we did have several who quit on us. This resulted in having
  to adjust the rosters from 4 teams in the 5th grade division to just
  3 teams in order to fill them with enough players. This was clearly stated in
  the email that was sent to the affected families when this adjustment was made.
  The Wickhams daughter was originally placed on the 3rd team out of 4
  after evaluations and was placed on the 3rd team out of 3 after our
  adjustment.

  Screenshots of our communication as well as the ******** acceptance and promise to participate are attached.

  Thank you so much for your consideration of the information
  we have shared and provided. 

  Business Response

  Date: 12/03/2024

  To Whom it May Concern,

  
  Thank you again for reaching out to allow us to respond to
  this reply.

  
  To be honest, we are shocked and disappointed that the
  ******** have chosen to lie and slander our business and reputation.

  
  ALL of our teams in each age division are scheduled for the
  same number of tournaments for the season. All 5th grade teams are
  scheduled to participate in 9 tournaments over the fall/winter season (see
  screenshot of the 5th grade tournament schedules).

  
  ALL of our teams are also scheduled for 2 practices/week and
  practices run from 1.5-2hrs for all teams (see screenshots of the practice schedules for all of the 5th grade teams for the
  time-frame that the Wickhams were there this season, as well as several weeks
  after they quit. They were NOT offered fewer games or practices as stated.

  
  It is true that the coach for the original team their
  daughter was placed on missed several of their practice sessions due to
  unforeseen family issues…. The coach’s mother was rushed to the hospital when
  she suffered a heart attack immediately prior to one of the practices and the
  coach missed that practice to attend to her mother at the hospital. Two days
  after her mother’s heart attack, her father unexpectedly passed away and she
  missed the next couple of practices to both grieve and attend to family and funeral
  arrangements. These are certainly circumstances that we allow for our coaches
  to miss a practice and would assume that most people would understand.

  
  We know that coaches may occasionally have conflicts come up
  that may result in missed practices but ALL of our teams share a court and
  practice times with at least one other team and sometimes 2 other teams and all
  of the coaches for all of our teams coach all of the players together during
  their practice times so regardless of whether a coach is absent, all of the
  players on every team are still being coached by all of the other coaches on
  the court during their practice sessions.

  
  Also included are screenshots from emails to both parents
  and coaches clearly stating that we are
  a “program” and not just a bunch of individual teams. The youth director provides
  ALL of the practice outlines for ALL of the teams and they are the same for all
  of the 5th grade teams so whether a coach has to be absent or a
  player is shuffled to a different team their opportunity for growth and
  development remains the same.
  
  Thank you so much.

  Customer Answer

  Date: 12/04/2024

  
  
  Complaint: ********
  
  
  
  Hello,
  We are responding to reject the business's response. The only way we see fit
  to lift our complaint is to have a minimum of half of our money refunded.
  Despite multiple attempts to get the “No Refund Policy,” it has not been
  provided.
  If we are not given a refund, we would like to keep this open as an
  unresolved negative BBB rating on the business.
  Thank you,
  
  
  
  Sincerely,
  
  
  **** *******