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NFL Enterprises, LLC

This business is NOT BBB Accredited.

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Complaints

This profile includes complaints for NFL Enterprises, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see

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    Customer Complaints Summary

    • 416 total complaints in the last 3 years.
    • 123 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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:09/04/2024

      Type:Service or Repair 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.
      NFL game pass premium is charging me double. This issue happened last year and they just stopped responding. The same this has happened this year and they are billing me double. There is basically no way to reach anyone to resolve the issue.

      Business Response

      Date: 09/05/2024

      Hi ****,

      Apologies you were charged again.

      We found a subscription in our system under *********************, and have just refunded the purchase from 9/4/24 of $99.99.

      We have also cancelled that subscription from repeating again in the future.

      Please allow 3 to 7 business days to see that amount reflected in your accounts.

      Apologies for the inconvenience,

      NFL Support

      Customer Answer

      Date: 09/06/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/30/2024

      Type:Product Issues
      Status:
      Answered
      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.
      Transaction date 8/13/24 paid for NFL PREMIUM PLUS WITH **** CARD. Cancelled subscription 8/14/24. Received email confirming cancellation. No refund to date and trying to verify cancellation and refund date seems impossible for a senior citizen

      Business Response

      Date: 09/02/2024

      Hi ****,

      Apologies you had trouble accessing NFL+.

      We have refunded your purchase from August 13th.

      Please allow 3 to 7 business days before seeing that returned to your account.

      Apologies again for the inconvenience,

      NFL Support

    • Initial Complaint

      Date:08/27/2024

      Type:Service or Repair 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 signed up for NFL+ last year and paid annual fee. I have logged into their site and sent multiple emails and tickets for assistance with no response for the past month. There is no one to call to escalate this evidently. I cannot login and access auto renewal to turn it off. I have purchased NFL Sunday ticket this year and do not want my subscription to continue yet I cannot turn it off or speak to anyone. I know I am not alone with this issue researching other complaints. I am not looking for anything other than them to discontinue my auto renewal. The expected charge is 99 dollars in early September.

      Business Response

      Date: 09/11/2024

      Hi ****,

      Apologies you had issuing turning off that auto-subscription.

      It looks like when signing up originally you might have used Apple's 'Hide My Email' we found this email address linked to your name: ***********************************************************.

      This is why we couldn't cancel/find it under ************************* it was not located there. We have cancelled the subscription and future charges.

      Sorry again for the inconvenience,

      NFL Support

      Customer Answer

      Date: 09/20/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/27/2024

      Type:Product Issues
      Status:
      Answered
      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 purchased for $105.49 with tax to be able to watch NFL games on line from NFL plus. The first week August 8 2024 the service worked fine. Now I cannot view any games . When I try to watch a game it tells me to subscribe. I contacted NFL plus support and receive a computer response telling me to try various things reinstall app etc. nothing helps. I have asked for a refund several times and get no response from NFL plus. I have complained several times and receive no help

      Business Response

      Date: 08/29/2024

      Hi ******,

      Apologies for the inconvenience.

      When checking your account we did notice it needed syncing.

      We have adjusted ******************** and it should be working as expected now.

      Just keep in mind in the regular season, NFL+ switches from out-of-market games (Preseason), to in-market and national primetime games.

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

      Apologies again for the issue, if you'd rather be fully refunded please let us know, thanks,

      NFL Support

    • Initial Complaint

      Date:08/26/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      NFL charges a subscription fee but provides no means of contacting customer support. Card issues, billing issues and other issues are completely disregarded with no means of contacting the business. Business claims to have a customer support phone number, but this only leads to a recorded message directing people to the website. Unacceptable customer treatment.

      Business Response

      Date: 08/26/2024

      Hi *******,

      Apologies you were unable to get your game.

      We have cancelled your subscription, however the account is managed by Android.  They hold all the billing information, they would be able to reverse those charges.

      But we have cancelled those charges from reoccurring.

      Apologies again for the inconvenience,

      NFL Support

    • Initial Complaint

      Date:08/26/2024

      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 reached out to NFL+ for a refund as soon as I could find an email address (after cycling through the NFL+ digital assistant way too many time without getting the help I needed).On 8/17/24, I looked for a way to stream an NFL game while being in the local market. NFL+ had two plans. One plan for $6.99 that CLEARLY indicated you could only get live OUT-OF-MARKET games, so that would not get me the aforementioned game I wanted to watch. Another plan was available that stated you could "GET EVERYTHING FROM NFL+" for $14.99 - plus NFL RedZone which is a service I don't want or need.I purchased the $14.99 service quickly but then I could not get the game I wanted to see. Going back, there is subtext far enough beneath the ad that says 'blackout restrictions apply'. I ordered the $14.99 service on a whim because of the time crunch I was in to watch the game and NFL+ advertises "GET EVERYTHING FROM NFL+" which can be suggestive of even getting local games if you are 'getting everything'. I am not sure this is purposely deceptive but at the very least this is ambiguous advertising - especially viewing the ad from a mobile device.I contacted ********************+ after cycling through their inefficient digital assistant platform and found their email/contact form and submitted a refund request. I did not exploit their service - I could watch the game do I ordered ******* instead with success. NFL+ couldn't even deliver on the... *** F . L.Anyway, I received a reply with a cut and paste response. Nonetheless, NFL+ states it could make a decision on refunds, which means they don't have a no-refund policy.I responded back and nearly a week later, I haven't received a response to my rebutaal.Time is money too - but I am here taking up more of my time. And that won't equate to getting more than my $14.99 back. (But it should.)I attached JPGs of ad, digital assistant convo, refund 'policy', and message for your concenience.Please make NFL+ do the right thing. Thank you.

      Business Response

      Date: 08/26/2024

      Hi *******,

      Apologies you were unable to get your game.

      NFL+ during the preseason has all out of market and national games.  During the regular season NFL+ coverage switches to in-market and national games.

      We have refunded your $14.99 subscription.

      Please allow 3 to 7 business days before seeing that returned to your account.

      Thanks,

      NFL Support

      Customer Answer

      Date: 08/27/2024

      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 and the matter has been resolved. Thank you for your help otherwise I might have been further ignored.

      Sincerely,

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



       

    • Initial Complaint

      Date:08/23/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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.
      Purchased 8/2/24 nfl+ premium via website. I have been unable to use on roku due to error in accepting terms and conditions. Made a ticket 8/2/24. Was told on 8/16/24 that tech team was looking into it. At this point I was able to use it on my Chromecast. I watched a recap successfully on 8/18/24 via Chromecast until that evening. Since 8/18 I have not been able to view anything on the app. I have not been refunded. Therefore, nfl has my money for 21 days and I have only been able to watch on game recap. I have not received a response from nfl email sonllince 8/16/24. Apparently the tech team has chosen to delete my subscription but nfl still has my money. This is absurd. If nfl calls then they need to leave contact information of me being able to speak to a human. The only email I want from them is if they actually refund me. Attached photos of roku and Chromecast issues.

      Business Response

      Date: 08/23/2024

      Hi ******,

      Apologies you had issues we that Roku Terms and Conditions page.

      We have refunded your $99.99 purchase from August 1, 2024.

      Instead, we wish to give you a coupon code for a year of NFL+ Premium for free.  When redeeming, please use on ******* while signed in with a registered ******* email address.

      Signing in through ******* first will take care of any future terms and conditions agreements before purchasing.

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

      **********  

      Apologies again you didn't have access the first few weeks, your refund should be appearing in 3 to 7 business days.

      Best,

      NFL Support

      Customer Answer

      Date: 08/28/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       Hello,

       

      I appreciate the network reaching out and for the free year. 

       

      I am rejecting the response because I still am unable to access the network on my roku. Roku is my main streaming device. Is there anyway anyone can help me get it on my roku. It still shows the same error in the photo of an error trying to accept the terms and conditions. 

       

      I have checked for updates, removed app, clear cache, and additional steps that the company has ask. Can anyone work with me via phone call or video chat to resolve the error. Please. 

      BBB please send the response back and keep it open. It would make my life much simpler if I could use the nfl app on my roku. Or if they can let me use it through my ******* account. 

      Thank you,

      ******

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Customer Answer

      Date: 09/13/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

       

      I have contacted their support with no response. That is why I reached out to the them via BBB. I still cannot access it on my roku. I did create a new account and still cannot access it because they will not clear the previous account off of my roku. 

       

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 09/26/2024

      Hi ******,

      We would recommend creating a new email address on ************************ to use with that coupon.

      You should be able to download the NFL App on your Roku.  If that's not working we would suggest using another CTV device or watch from your mobile/tablet.  We are not seeing any widespread issues on Roku, so it should work.

      Apologies for the inconvenience,

      NFL Support

    • Initial Complaint

      Date:08/23/2024

      Type:Customer Service Issues
      Status:
      Answered
      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 was led to believe I could watch ANY and ALL preseason games with the purchase of NFL+ network. The games I did watch were absolutely horrible connection,buffering issues, and terrible audio. The one game I wanted to watch most on 8/22/24 would not play. Said I didn't have access to watch it. They gave false advertising and I would like a full refund. I have cancelled my subscription. They have no customer service number to call to speak with someone and their online help is a joke.

      Business Response

      Date: 08/23/2024

      Hi ****,

      Apologies you had issues with the NFL+ app streaming.

      We checked out your account and everything looks good for you to access content.

      Your subscription has been cancelled, but since it was managed by Roku, they are in charge of the billing and account management.

      Unfortunately we can't issue a refund because they hold that subscription information.

      Please reach out to ********************* for that monthly refund.

      Apologies for the inconvenience,

      NFL Support

    • Initial Complaint

      Date:08/22/2024

      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.
      On 08/17 I purchased a subscription to NFL+ premium annual. Shortly thereafter (the same day) due to a miscommunication I realized someone in my household had already purchased the same subscription. Therefore, I submitted a ticket #******* (again, the same day 08/17) requesting a cancellation and refund. This refund request was a mere few hours after I had subscribed. The only response I have been given is more or less a script stating a refund cannot be offered because I am not having technical difficulties. This is a poor way of doing customer service and I am very disappointed. The NFL needs to give an exception to it's paying customers that love the service but simply made a mistake when subscribing. We are on a limited budget and considering I did not use the service I would like a refund issued. Thank you.

      Business Response

      Date: 08/22/2024

      Hi *****,

      Apologies that you were having trouble accessing NFL+.

      We have refunded your subscription, please allow 3 to 7 business days before seeing that returned to your account.

      Sorry again for the inconvenience,

      NFL Support

      Customer Answer

      Date: 08/26/2024

      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 and the matter has been resolved.

      Sincerely,

      *******



       

    • Initial Complaint

      Date:08/19/2024

      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.
      Earlier this month i signed up for NFL plus. The cost was $6.99. Shortly after i realized i needed to upgrade. This was literally minutes later. I upgraded to the premium and was again charged $14.99 with no refund of the original $6.99. Therefore i was billed twice for the same account for the same month. Among this there is no way to address issue through the website or app.

      Business Response

      Date: 08/19/2024

      Hi ******,

      Apologies you were having trouble accessing NFL+ content.

      We have refunded both of those transactions.

      Please allow 3 to 7 business days before seeing that returned in your account.

      Apologies again for the inconvenience,

      NFL Support

      Customer Answer

      Date: 08/20/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

      [Your Answer Here]

      I only asked to not be double charged and to have my original $6.99 refunded. Not to have both refunded and my account cancelled. I likely will not do business in the future with a company that charges for a service but has no customer support to  address such issues. This is just bad business practices and i will find a different way to watch my football since they dont seem to care about customers. Or since its all in the same perhaps i just stop watching NFL altogether. 

       

       

       

      In order for the BBB to appropriately process your response, you MUST answer the question above.


      Sincerely,

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




       

      Business Response

      Date: 09/02/2024

      Hi ******,

      Apologies for the mistake.

      If you wish to return, your account should be working correctly.  Just be sure to be signed into NFL.com when purchasing.

      Sorry again for the inconvenience,

      NFL Support

      Customer Answer

      Date: 09/03/2024

      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 and the matter has been resolved.

      Sincerely,

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



       

    NFL Enterprises, LLC is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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