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Business Profile

Electronics and Technology

HockeyTech USA LLC

This business is NOT BBB Accredited.

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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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  • Initial Complaint

    Date:12/05/2022

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    This company provides online streaming for hockey games through a subsidiary HockeyTV, in our case EHL & EHLP Juniors Hockey is what we subscribe for. Their contract with EHL/EHLP is exclusive meaning all other streaming options are "blacked out" at location. We pay over $250 a year to watch our son play. The service is absolutely terrible. Support is very quick to answer and does get things fixed but you miss full periods of the game, or no sound, or errors where it cuts out repeatedly causing viewers to miss things. If this was one game I would get it and understand but last year I contacted them constantly and this year I've contacted them:

    12/3/22 (twice), 11/16/22, 10/30/22, 10/29/22, 10/26/22, 10/23/22

    I have all the correspondence since I did it through support chat.

    They blame the rink for connectivity,, staff, or equipment issues but I feel at this point they are responsible after historical interruptions and quality issues and no resolution. To be fair some rinks and staff are better than others but when complaints mount up what is HockeyTech doing to resolve it?

    We did pay for a premium service and have had severe quality issues as well as schedule scree ups.

    I've asked for contacts to discuss this most recently for refund, but I'd prefer better quality not a refund.

    I've actually asked for this multiple times and either the request is ignored or like today they escalated it to a manager.

    The other frustrating thing are the blackout requirements. We subscribe to other streaming options that ARE working but are passcoded as per EHL/EHLP agreements, however, if they can't provide that service under agreement the restrictions should be lifted and requests for that have been ignored.

    If you want to see further proof look at the Android App review forum. Some reviews are app specific but a lot are service related and out of 5 stars they get 1.8.

    They can't continue to charge premium and blame the rink, at some point it's on them.

HockeyTech USA LLC is NOT a BBB Accredited Business.

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