Complaints

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• Initial Complaint

  Date:10/02/2024

  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 summary, we paid a deposit in June of 2024 to return to our baseball team for the 2025 season. We were removed from the team without notice and we have requested a refund to which UBA declined. Upon our follow ups they have stopped communicating with us. The registration agreement says you may not be refunded due to injury or quitting. We are not requesting a refund due to an injury and we did not quit the team. We never heard from the team after recommitting and paying the deposit. We also purchased a hat that was never received although they told us multiple times they would still get it for us but never did.

  

  Business Response

  Date: 10/09/2024

  Here was my previous and final response I've sent to the family so I'll send it again here...

  Couple things:  
  
  1st, I don't have the ability to refund you for items not received.  I've done all I can and I believe I did get a substitute for you out front but I could be confusing that with someone else.  There's only much out of pocket we can do to correct those mistakes when we never collected any of the revenue to pay for them.  
  
  2nd, we have been told two very different versions of events.  One of them was backed up by others.  I don't know why this stuff has to happen from time to time but it's obviously extremely frustrating.  The deposits are non-refundable and everyone knows and understands that when they pay them.  It could not be marked more clearly.  In rare circumstances we have refunded them when there was zero fault on the end of the player and their family and it came down to a miscommunication only.  But I've never once had anyone ask for a refund of the deposit and simultaneously say that they had any fault at all in anything that occurred.  Every time it's pointing the finger in one direction only.  And in my experience virtually every single time the truth lies somewhere in the middle.  The only question really is which side is it closer to.
  
  **** and I did not witness what either party in this is claiming.  So our job is to be objective and get through the facts and what we have that can be proven.  On one hand we have a family who is no longer with the team who has made a lot of accusations about a coach.  Yet they recommitted to the team on June 23rd which tends to nullify any accusations about events prior to that date.  Otherwise I can't imagine why you would recommit.  One the other hand we have the coach's version of events backed up by a 3rd party.   
  
  With the fork in the road we have in front of us, given what we have, the choice is clear.  We will not refund the deposit after finding out what we have uncovered here.

  

  Business Response

  Date: 10/15/2024

  We did get a replacement hat and had it out front for pickup.  But it wasn't picked up.  Additionally, I don't believe there's a response I can give that would make this customer happy.  The story given to us by the coach was backed up not by one person, but by several.  Since I wasn't personally there, nor were any of my staff, I have a he said/she said scenario.  One of them verified by others.  This is not about the money.  $300 isn't going to make or break our organization.  It's about the precedent that would be set if a coach can be confronted inappropriately after a game, violating our code of conduct, and and then the family gets a refund.  There are no refunds given when the code of conduct is violated resulting in dismissal from a team.  That is intentional in order to make parents think twice before doing something they should not. 

  Customer Answer

  Date: 10/15/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: As previously discussed with the Dean of Coaches the reason for a parent to have addressed the coach as he did was due to the coach first violating the code of conduct:  Not only can our team members attest to the coach's behaviour so can the opposing team from the game.  You can say he said/she said but the fact is nobody was given the opportunity to confirm this piece of the puzzle.  The coach acted inappropriately not once, but twice on the same day to which finally caused a reaction.  If we were dismissed from the team for breaking the code of conduct why were not alerted of this information this is the first time we have heard it.  I have also attached the correspondence regarding the hat, I followed up twice without any response to alert me a replacement was there.  I also included the attachment of our communication with the Dean of Coaches.

  Here is the information I sent to the Dean of Coaches from the code of conduct when I shared the details.

  9.  Team Chemistry Standards - All parents, players and family members are part of the same team and are required to act as such.  There will be no bad mouthing other parents, players or family members in any way, including on social media, texts, verbal or anything else. 
  
  (Although this doesn't specifically fall under Coach's responsibilities,  I would believe that to be implied here as well.)
  
  
  1. Coaches will at all times have the safety and general well-being of the players in mind. Toward that end, UBA’s coaches will not intimidate players, embarrass them or ridicule them. That does not mean that your son will never be yelled at, cajoled or verbally or psychologically motivated. UBA’s aim is to      develop young men with sound values, competitive spirit, great work ethic and  fundamental baseball skills. UBA’s coaches will treat the players with respect, but that does not mean that they will be coddled.
  

  The coach violated both of these items from the code of conduct by discussing players with other parents and individuals and referring to them in appropriate terms and calling them names, horrendous names.  Secondly during the game proceeding to yell at ridicule and embarrass a player on the field and there were countless witnesses to this.  Again I cannot understand why you would only look at one side of the story and not verify the other, secondly there was not any communication from anybody (coaches or staff) that they were removing us from the team we had to come to that conclusion on our own after hearing from parents about our numbers being removed from the team text group.  There has been a very clear lack of communication from the organization.

  I am simply flabbergasted that this has happened to my son and to other young ball players and I am being made out to be a liar.