Complaints

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• Initial Complaint

  Date:08/04/2022

  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.

  We signed up for the spring AAU season. We paid $950.00 for the season plus an additional $100 for a uniform. We were told we would receive 6 tournaments, regular season games and weekly practices however we only received 2 tournaments as the others were never registered for by the league. Our coach sent a text to all parents and the parents requested a refund however the league stated they would only allow you to either get a credit of $100 for a future team signup or play in the summer. I asked again for a refund and was told no refund would be given other parents were told the same. I then tried to sign up for the free summer team however that did not exist either so I am requesting a refund as I will not be spending an additional $850.00 for a fall team after my $100 credit is applied. I do not feel confident that this organization is run properly and there are 12 other parents that feel the same. I have numerous strings of text messages, phone calls that took places and emails. My phone number is ************ and I am more than happy to send anything you need as this needs to be resolved so this does not happen to future parents. If they are going to advertise on their website that you receive tournaments then they should spend the money and register the teams for the tournaments unless this is just a scam for this business to pocket money. I have uploaded a few documents below and i have additional information as well. I am happy to share all text messages, emails, everything.

  Business Response

  Date: 08/04/2022

  We became aware of this complaint yesterday.

  We strongly disagree and will provide the details below. It is important for me to say we have never received a complaint from the BBB and feel it is very important that we retain a perfect record.

  This parent did register her son for one of our teams in the Spring. It is true that they paid $950. for that they received four tournaments. a ten game league, a paid coach, thirteen ***** minute practice sessions, access to a trainer on a voluntary basis and  full insurance coverage. The uniform fee of $95 was separate and the player received his uniform which can be used for two years. 

  The player received everything except for two of the tournaments. This was unfortunate and unavoidable. Missing the first tournament was the result of the outside tournament operator making an error and not registering the team. The second tournament did not happen since the event could not field a sufficient number of teams in the particular age group. We then offered a third tournament the last week of June but the parents declined. This situation was highly unusual and we immediately tried to correct it. Specifically, we offered a refund of $100 which covered the two lost tournament part of the overall fee.  We then increased the offer by covering free registration into the Summer ****** which carried a cost of $350 per player. Other parents accepted this very generous offer. This particular parent refused. We even suggested she join another team but she declined.

  We had a discussion with the parent today (August 4th) and refunded her $150.00 which exceeds the value of what we were unable to provide. 

  We have been very responsive and tried to be as fair as possible. This was both a highly unusual and unfortunate situation. Our organization has 160 teams this year alone and this has never happened to us before. We take great pride in our structure and customer service. We have been in existence for 30 years and have worked with literally tens of thousands young athletes. 

   

  Customer Answer

  Date: 08/05/2022

  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:

  I have not received a refund as of today and I accepted both options/teams for summer play.

  I previously uploaded a text message that I recieved from a coach on July 23rd at 6:18 PM asking if I was interested in playing on that team for the summer.  I responded yes and then I never heard from them again.  2 other children that were also on the text string were registered for that team however my son was not.  

  
  I then recieved a text message from a different coach on July 26th asking my son to play for a different coach.  I again said yes they told me there would be practice on Thursday however Coach *** said he would confirm Thursday morning if the practice would still be on for Thursday evening.  I never heard from him again.  I text the coach back on Friday July 29th as my son still had not been placed on a team.  I accepted both options to play on a summer team via text (all texts have been uploaded as proof).  I never rejected the summer option.  I did not go to another program like other children I waited to be registered and accepted the summer registration option however my son was not registered.

  Assuming they have refunded $150.00 dollars I would also like to request a refund of $200 additional dollars for the full summer league that I accepted but did not receive.  I have uploaded texts to prove I accepted both teams and I am more than happy to provide additional information texts, emails, additional details regarding phone calls if needed.

  Thank you,

  ******