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:12/03/2024

  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.

  Signed our daughter up for 5th grade volleyball. Once they took our money, they have failed to hold a single practice or communicate with the parents. Two practices should have occurred. The first one Wed, November 20th, was canceled while everyone was waiting to find out which court to go to. That practice was then moved to Friday, November 22nd. Showed up for that practice and no one had a clue what we were talking about as there was a CP3 basketball camp taking place.Originally requested for daughter to be on same team as another child as they could ride share from ******** to *********. That request was neither denied or confirmed, we just didn't receive any follow up. Once the teams were posted, we again attempted to reach out, and again, no follow up, no communication...Nothing. We were charged $115 for training. No one has contacted us in regards to training. We can't even get a practice. Numerous emails have been sent to ******* ****** and ******** ****** as they are listed as the contacts. Neither have responded. Tried reaching out on their ******** page, no response. In total, we have paid $120 for registration, $115 for Training and $30 for a Jersey. We have received NOTHING. I would appreciate a refund in the amount of $265 for my daughter ****** *******.

  Business Response

  Date: 12/18/2024

  FieldhouseUSA response:
  The matter between ******* *********** and ********* FieldhouseUSA has been handled, resolved and a refund was issued and received.
  
  Thanks,
  
  **** ******
  CEO FieldhouseUSA

  From: **** ******

  Please refer to communication between Mansfield FieldhouseUSA staff and ******* *********** below and attached.

  Sent: Wednesday, December 4, 2024, 1:10 PM
  Subject: Better Business Bureau Complaint that we have to respond back to
  
  Channing & *******:
  
  Fieldhouse received the following e-mail from the Better Business Bureau.
  
  Please review and find out what this regarding.
  
  Complaint Involves:
  Refund Or Exchange Issues 
  
  Customers Statement of the Problem:
  
  Signed our daughter up for 5th grade volleyball. Once they took our money, they have failed to hold a single practice or communicate with the parents. Two practices should have occurred. The first one Wed, November 20th, was canceled while everyone was waiting to find out which court to go to. That practice was then moved to Friday, November 22nd. Showed up for that practice and no one had a clue what we were talking about as there was a CP3 basketball camp taking place. Originally requested for daughter to be on same team as another child as they could ride share from ******** to *********. That request was neither denied nor confirmed, we just didn't receive any follow up. Once the teams were posted, we again attempted to reach out, and again, no follow up, no communication...Nothing. We were charged $115 for training. No one has contacted us in regards to training. We can't even get a practice. Numerous emails have been sent to ******* ****** and ******** ****** as they are listed as the contacts. Neither have responded. Tried reaching out on their ******** page, no response. In total, we have paid $120 for registration, $115 for Training and $30 for a Jersey. We have received NOTHING. I would appreciate a refund in the amount of $265 for my daughter ****** *******.
  
  Complaint Background:
  Order Number: Hard Hitters Volleyball
  
  Disputed Amount: $265.00
  
  Desired Settlement:
  Refund
  
  **** ******
  Fieldhouse CEO
  
  From: ****** ******** <**************************************************************>
  Sent: Wednesday, December 4, 2024, 1:42 PM
  Subject: Re: Better Business Bureau Complaint that we have to respond back to
  
  Good Afternoon,
  
  We spoke on the phone with ******* *********** at 12:56pm on December 4th, 2024, to find out the whole story. Mr. ******* confirmed the information below and shared his frustrations. 
  
  I explained that FieldhouseUSA does not ask for any other fees outside of the registration fee he paid for our league which is what he signed up for. That cost is $120.
  
  Any other fee that he paid was to their coach, which is not associated with FieldhouseUSA. This is optional for them and not mandatory. Mr.******* ********** was very appreciative and thankful for the call back.
  
  I did initiate the $120.00 refund that he paid to FieldhouseUSA because her son is not participating.
  
  Any fee he paid for an outside coach, we, FieldhouseUSA has knowledge of and is not associated with that transaction. The cost he describes to BBB in the amount of ($115 and $30 = $145) were not invoiced, requested or paid to Mansfield FieldhouseUSA. I also informed him that he needed to reach out to the individuals to receive the proper refund from them as
  
  I did ask for Mr. *********** to do keep me informed on the process of getting those additional funds returned to him, but we do not know that coach, or person and FieldhouseUSA has no record of it.
  
  In conclusion, I did apologize to Mr. *********** for the negative experience he had concerning ********* FieldhouseUSA.
  
  ****** ********
  FieldhouseUSA Director
  
  From: ******** ******
  Sent: Wednesday, December 4, 2024, 1:52 PM
  Subject: Re: Better Business Bureau Complaint that we have to respond back to
  
  Hello Everyone,
  
  We did get to the root of the problem, which was poor communication from the coach and team that she was placed on.
  
  I have spoken to Coach ****** ****** as well. She has stated that she is in contact with ******** parents and will be reimbursing the for their $115 training fee.
  
  Thanks,
  
  ******** ******
  Basketball Sports Director 
  
  
  

  
  

• Initial Complaint

  Date:09/01/2023

  Type:Customer Service 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.

  7/29/23- soccer field My son was warming up in the goalie position, dove and hit his head splitting it wide open on the goal post, which is square in nature and not padded. He ended ** with three staples in his head. First, We were unable to get ice in a reasonable amount of time. My friend ran to the front desk, told them there was an injured child who split his head wide open, was bleeding everywhere and needed ice. The front desk sent her to Teds kitchen, who sent her back to the front desk. From there someone from the front went to teds to get the ice. I was leaving the facility by the time I was able to get ice. It should not be that difficult to get ice in a sports complex.Second, another parent asked for a first aide kit. There wasnt one. She was handed one piece of gauze. That would not have cleaned the blood from the floor much less have absorbed what what coming from my childs head. Not one staff member even approached the area where this occurred, no one spoke to me, helped in any way or even asked if my child was okay. A security guard did ask if I needed an ambulance. Finally, there was blood everywhere. All over the turf, all over the floor, chair he was sitting in. There was no clean up. My friends wiped it up but there has to be some sort of sanitation required when there is blood. I emailed the sports director to ask, What are the policies/procedures at your facility when there are injuries that occur? Is the staff trained to respond? Should an injury report be filled out? Are there plans to pad these goal posts? I was told that that they dont have a first aide kit, because no one is trained to use it. No response to the goal post safety issue. And I was told the blood should have been cleaned. I reached out to the ** who did not respond (over a month) and have also reached out to the **** no response. These are serious safety issues, and the lack of response is unacceptable.

  Business Response

  Date: 09/06/2023

  Dear BBB & ********,
  
  We are very sorry to hear of the incident during your visit to *****************. While we understand injuries do occur during sports activities, we do have protocols in place to try and help minimize injury and alleviate and reduce the anxiety during these instances.

  ***************** staff are required to complete annual emergency training.

  ***************** has First Aid kit located at the front desk that includes a Blood Pathogen kit.

  ***************** has ICE bags located in the ********** location that is adjacent to the front desk as this is where the Fieldhouse ICE machine is located.

  ***************** also provides a janitorial ****** cleaning staff that is equipped with a pushcart that contains cleaning supplies that include a Virex which is an OSHA approved Bloodborne Pathogen spray that is administered to all blood incidents in the facility when reported.

  ***************** provides staff members at the front desk and a site coordinator that roams the facility and is trained in the protocols for incidents such as in your description.

  ***************** provides armed off-duty police officer security which assists in emergency situations or situations that are escalated and each member is emergency and CPR trained.

  Regarding padding, the soccer goals are not padded but are certified and sanctioned by the ******************* Since the incident that you reported ***************** has removed the turf as well as the soccer goals and replaced with volleyball surfaces and volleyball goals.

  In my review our record shows that you email our Director of Soccer and ********************* on July 31 at 9:04 a.m. and **** responded to your email on July 31 at 9:34 a.m. 

  Your email to the BBB recounts the incident. Unfortunately, cuts or abrasions to this part of the head in your attached photo do seem to produce substantial amounts of blood. We are very sorry to hear that the injury sustained 3 staples as we know this is upsetting which is extremely normal and acceptable. It appears during the incident there was confusion which we would hope would be eliminated but at a minimal alleviated as we have protocols in place to assist. However, the ***************** staff are not professional emergency experts and in emergency cases our staff's first response is to access and quickly determine if 911 should be called. We are on the ****** Emergency call list and generally assistance is at the facility in less than several minutes when emergency service is called, which is the proper response for any parent for head trauma.

  Question: What are the policies/procedures at your facility when there are injuries that occur? Response: Dial 911

  Question: Is the staff trained to respond? Response: Dial 911

  Question: Should an injury report be filled out? Response: Dial 911 and yes, emergency services always fills out a report.

  Question: I was told that that they dont have a first aid kit, because no one is trained to use it.: ***************** does have both a First Aid Kit and a Blood Pathogen Kit along with an AED and training in CPR; however Fieldhouse staff is not emergency services and the Fieldhouse protocol would be to access if the incident is minor and if it is not minor then 911 should be called.

  Question: No response to the goal post safety issue. Response: Soccer goals are generally not padded. We have removed both the turf and the soccer goals.

  Question: And I was told the blood should have been cleaned. Response: Yes, any blood spill that ********** is aware of is cleaned with the proper materials dedicated for blood.

  Question: I reached out to the ** who did not respond (over a month) and have also reached out to the **** no response. These are serious safety issues, and the lack of response is unacceptable. Response: ********** Soccer Director responded within 30 minutes of initial email was received.

  We appreciate your feedback, and every incident is taken seriously, reviewed and discussed internally. In this instance we believe 911 should have called immediately by someone that witnessed the incident, which was not Fieldhouse staff, security or janitorial. ********** was not made aware of the incident until well after the boy had been moved from the turf and people were moving around the facility trying to accommodate those involved in the incident. At that time, it was reported that the boy did not need emergency to be called and he was going to be taken to the ** by his parents who were in attendance.

  We sincerely apologize for any inconvenience that you, your child, or other guests experienced during this event as it is never pleasant to have such an incident occur. We appreciate your feedback and look to continue to improve our systems including how instances such as this are handled in the future. if any future head injury were to occur again in the future, we would encourage you to immediately dial 911 and have emergency assistance on site as soon as possible.

  We hope your son is doing well and sincerely appreciate your input and feedback.

  Thank you, 

  ********************* CEO

  Customer Answer

  Date: 09/10/2023

  Thank you for your response, you are correct **** did respond but ignored many of my questions and concerns and in fact is the one who said you dont have a first aide kit.  Email response copied and pasted below.  I escalated to the ** and then to you.  Had someone responded, I would not have needed to file a formal complaint. 
  

  ********, 
  
  First off my apologies that staff was not able to assist you in getting ice right away for the incident that occurred this weekend. That should not have been an issue as we keep a cooler of ice onsite for soccer injuries if/when they occur.
  
  In regards to first aid equipment FieldhouseUSA only keeps very limited supplies on hand such as different styles of band aids, antibiotic ointment, ice packs, cotton *****, etc. FieldhouseUSA does not keep a complete trainer/first aid bag as we do not have anyone on site who is licensed to be a first aid trainer. 
  If anyone is requiring more attention than a bandage/ice pack we always refer the parents to contact EMS or take the child to the nearest hospital.
  
  In regards to the blood, if staff was notified that they was blood on the turf/bleachers then they should have contacted our janitor staff to clean it up and sanitize the area where it was located.
  
  Again I apologize that the incident occurred to your child over the weekend and hopefully he has a quick & healthy recovery.   
  
  Thank you, 
  
  *********************
  Assistant ** & Sports Director 
  FieldhouseUSA, ******, **.
  Email: *************************************
  

   

  Customer Answer

  Date: 09/19/2023

  I am rejecting this response because:   

  Thank you for your response, you are correct **** did respond but ignored many of my questions and concerns and in fact is the one who said you dont have a first aide kit.  Email response copied and pasted below.  I escalated to the ** and then to you.  Had someone responded, I would not have needed to file a formal complaint. 
  

  ********, 
  
  First off my apologies that staff was not able to assist you in getting ice right away for the incident that occurred this weekend. That should not have been an issue as we keep a cooler of ice onsite for soccer injuries if/when they occur.
  
  In regards to first aid equipment FieldhouseUSA only keeps very limited supplies on hand such as different styles of band aids, antibiotic ointment, ice packs, cotton *****, etc. FieldhouseUSA does not keep a complete trainer/first aid bag as we do not have anyone on site who is licensed to be a first aid trainer. 
  If anyone is requiring more attention than a bandage/ice pack we always refer the parents to contact EMS or take the child to the nearest hospital.
  
  In regards to the blood, if staff was notified that they was blood on the turf/bleachers then they should have contacted our janitor staff to clean it up and sanitize the area where it was located.
  
  Again I apologize that the incident occurred to your child over the weekend and hopefully he has a quick & healthy recovery.   
  
  Thank you, 
  
  *********************
  Assistant ** & Sports Director 
  FieldhouseUSA, ******, **.
  Email: *************************************