Complaints

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.

• Initial Complaint

  Date:01/22/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 attended the offense defense camp hosted at the *********** December 2023. The schedule was released very close to the starting day of the camp and showed the main game in the *** stadium as December 31st in the late afternoon. On December 27th we arrived and checked in and asked the check-in staff if there was an option to buy additional tickets for the game on the 31st. We were then sold the additional amount of tickets we needed, at no point did staff mention that the schedule had changed. The next day we look at the schedule online and discover that the schedule for the game had changed was moved up a day earlier in the morning. There was ZERO communication or emails sent by OD to notify attendees. The 31st game would now not be a filming location and no tickets would be required since it was no longer being played in the *** stadium. I asked staff for some assistance to confirm the changes on the online schedule were indeed correct. The woman who helped me ******** basically said the schedule was changed to impact competitions. While the schedule says subject to change it was very disheartening to see that given the months of planning time they couldn't plan appropriately. My son attended the game on ***** at *** stadium. We decided at that point We would leave early. We didn't think that communication or lack thereof was fair and nor did we think that it was a very organized event. I notified ******** that I would be leaving and wanted to collect my son's medal that he earned for his involvement in the game. ******** called me and said she would see if she could get it to me before we left or would ensure that it was mailed to me. I have since attempted to follow up with her through her personal number and several ******** messages to OD, and have been either ignored or told it was mailed then told it wasn't and would be and given excuse after excuse. I've asked for someone else to communicate with and my requests and messages are ignored.

  

  Business Response

  Date: 02/26/2024

  The athlete did received the medal from the event and as for the schedule, the schedule was not changed or altered following release. The events of game play is covered over a two day period and they are played on two different fields. The play in question was one game in the stadium and a consolation game outside and the listing on the schedule that showed a late game on December 31st stated the last game was the senior game, which did not include the athlete in question. The event schedule is just an overview of the events, however the team game schedule is a breakdown of each induvial game on each field and for every team attending. We're very sorry for any confusion that the schedule as published may have caused and will take that into consideration when making future schedules. Please feel free to reach out if I may of any further assistance.

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory. 

  The medal was sent and received after the complaint was initiated, and one month (give or take ) after the initial request and several failed attempts were made to receive the items. I am satisfied with the outcome for my child.  Offense Defense staff have a communication issue and the lack of responsiveness is what led to this complaint.  

  
  Sincerely,
  
  April C

• Initial Complaint

  Date:06/26/2023

  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.

  I have paid a total of $1,173.00 to the offense-defense sports. I made it in two separate payments. I spoke with *************************** on 4/29/23 about my son breaking his arm that day. I sent in proof of his medical records. She told me she would try to get some of my money and I havent heard back about any of it. She will not respond to me. She told me if she was unable to get my money back she would send out my son uniforms. I have not received anything. My son had an end of season injury which required surgery. He was got hurt on the 29th which as soon as we got to the hospital I notified the **D so I would be eligible for a refund.

  

  Business Response

  Date: 07/27/2023

  The payments made totaling $1,173.00 were in fact the total amount due to attend the Offense-Defense All-American Bowl event in **************** at the ********************** on May 4-7, 2023. At the time of your registration, you were prompted to elect Cancellation Protection and you chose NOT to at that time and was given 24-hours after registration to add it if you would have like. The cancellation protection policy is available online at o-d.com and those guidelines were used in the processing of your request.
  You made contact with *************************** on the evening of 4/29/2023 while she was at the event location preparing for the arrival of bowl attendees. At the time of your contact, you were within 4-days of arriving to the event which made you ineligible for any refund. ******* stated that fact to you and asked that you provide a follow-up email to cancel as requested in the cancellation policy, that never occurred. She also in good faith,stated that she would forward your request to the accounting department for review and possible refund of some portion based on your circumstance. That action was done, however with no further follow-up from you with the email as requested your file was left dormant with no action.
  A lack of a response to you by ******* was due to her being out of the home office for the summer camp training tour following that event, which just ended on 7/21/2023. Her return and your registered complaint have reactivated your file and we are taking further actions to find an equitable solution to your concerns that meets our guideline of the cancellation policy.
  The account is still under review,and we are willing to make some concessions on your behalf due to the injury sustained by ***** making him unable to attend the expected event and would still like to send him his game jersey that was reserved for him.
  We are very sadden of the fact ***** was injured and hope that his recovery was a ********** getting him back into the action soon if not already there. We ask that the record of our past speaks for us to any first-time attendees and the past experience knowledge of all our repeat attendees hold steady carrying them through until we showcase the true value of the Offense-Defense brand

  Customer Answer

  Date: 07/27/2023

   
  Complaint: 20235391
  
  I am rejecting this response because: I did in fact email ******** that we would not be also included Tylon medical records showing he has a end of season injury which has resulted to permanent damage to his arm. ***** has asked several times about receiving his Jersey which I have reached out to ******** with no response. I have copies of the emails I sent to her. We are wanting his uniforms please and some of the refund back. 
  
  Sincerely,
  
  ***********************

  

  Business Response

  Date: 08/24/2023

  Thanks for the info. We will be sending the jersey uniform from the event to the address on file, expect delivery within 15-days. Because there was no cancellation protection applied to the account there is no monetary funds available to be returned, however we would be willing to provide some credit on the account for use toward a future event. Those funds availability and terms of use will be provided with additional correspondence by email through the campers account within *******. Thank you for your information and we look forward to continued success...