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:01/15/2025

  Type:Service or Repair 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.

  They say that they are trying to investigate a fraud on another members account, who didnt have a bank account to collect funds so I input my bank information on his profile to help him get his Money out. They froze my personal account with over 6 k dollar and another 3k waiting to be deposited to that account. Dec 18 was the day they froze my account, while the other user replay and verified his adentety stating the legitimacy of the transaction and Arbiter sports has sat on this and done nothing to fix the issue. They are currently holing 6k dollars hostage from me.

  Business Response

  Date: 01/28/2025

  I am sorry to hear that you had difficulty in re-obtaining access to your account.  In looking into your situation, it appears that the other ArbiterPay account that listed your banking information did not list you as the owner of the bank account, but rather the other individual as the owner of that bank account.  As a result, it was necessary to get the other individual to corroborate your explanation before access could be granted again to either user.  This was to protect the funds of all involved.  We do however apologize for how long it took to obtain this corroborated explanation and the inconvenience not having access to your funds may have caused you while the investigation was being carried out.   I now see that you have access to your funds again, we hope you will have a better experience going forward.  Please let us know if we can be of any further assistance.

• Initial Complaint

  Date:11/10/2024

  Type:Sales and Advertising 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.

  This company is terrible. The customer facing site is a sales site that buries info on sport registration in a website that is super clunky. My 8th grader missed tryouts because there was no info provided. The only way kids find out about tryouts Is from other kids.

  Business Response

  Date: 11/18/2024

  I am sorry to hear that you had such a difficult time locating the tryouts for your 8th grader.  We had one of our product managers reach out to you to better understand what happened and it sounds as though you may have been provided some incorrect links by the school that chose to use our products.  Unfortunately, these links are not something that we at ArbiterSports are in control of, but rather are put in place by the organization using our products.  The organization is able to create the web page to their liking and they populate the content and organize it to their liking as well.  This also includes any instructions such as registration payments, form uploads, etc.  While we cannot control how an organization chooses to display their information we appreciate your feedback as we will better be able to coach our customers (such as the organization that used our software for their registration) in better practices to avoid future experiences like yours.  If there is anything else we can do please let us know by contacting our support team at ************.

• Initial Complaint

  Date:10/24/2024

  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.

  This complaint is for my son ******* ****. He is a soccer ref here in ********, **************. Hes 16 years old and refs on the weekends to make money. He worked a tournament on Sept 7-8, 2024 and is owed over $300 for that weekend of work. He again worked on Oct 13 and is due another $100 for that day. Arbiter Sports had locked him out of his account due to suspected fraud and we have spent weeks emailing and calling them about this. They verified his identity and finally reopened his account only for it to show ZERO dollars sitting in there. They would not just mail him a check when we asked and its now going on 7 weeks without him getting his paycheck. He works really hard and it seems this company is just scamming these kids. Need help getting him his paycheck!!

  Business Response

  Date: 10/29/2024

  I am sorry to hear that you had a rough experience in obtaining your sons funds and have not received the responsiveness from our representatives that we expect.  In looking into your situation, it appears that your sons account had become linked to another users account which would have given that other user access to your sons funds.  To prevent any funds from being compromised our team locked down his account and began an investigation.  Once your sons account was able to be re-secured,it was reopened.  At that point in time the organizations that owed your son money were able to make those payments and it looks like you were able to successfully transfer those payments.  We apologize for the inconvenience that this caused and want to assure you that it was only intended to protect your sons funds.  Now that your sons account is re-secured,we hope you will have a better experience going forward.  Please let us know if we can be of any further assistance.

  Customer Answer

  Date: 10/29/2024

   
  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.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/29/2024

  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.

  Defective program. Programmers are unable or unwilling to assist me with customer support. The spreadsheet is defective and will not upload games. They can not get the programming correct and other assignors take referees from me mid set. Requests for training and ignored. Requests for assistance are ignited in when I provide examples then ignored. *** asked for meeting with management and for refund and they ignore me.

  Business Response

  Date: 07/10/2024

  I am sorry to hear that you have been having a rough experience using ArbiterSports.  While we do pride ourselves on our software being easy to use, anytime you transition from a different product there can be a learning curve.  We do offer onboarding, and I can see that an assigner in your group was trained on 11/13/23, but I also see that you opted not to purchase this onboarding option for yourself.  Given the difficulties that you have faced, we are happy to provide you with some free training on using our products to assist you.  I can see that we have extended similar offers of assistance and training in the past (An email was sent March 18th of this year for a courtesy training).  Please let us know if you would like to have that training be scheduled so that you can enjoy the positive experience that so many others are enjoying using our products.  While we do believe that we can assist you in overcoming this learning curve, we understand if that is not something you want to spend time on and are willing to offer you a full refund for your license ($1,355.00) and not charge you for the last 8 months of services that have been provided.

  Customer Answer

  Date: 07/10/2024

   
  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.
  I am accepting the full refund.   I was not aware there was an option to purchase training.  I am the assignor for PSOA and was not trained, so am unsure of who was trained.  but I appreciate there offer and resolution.

   

  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:06/25/2024

  Type:Product 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.

  I am not able to log in due to phone number change!after multiple calls to resolve issue,still not resolved!i have lost multiple games valued over $1000!i was sent a email verification and i went thru all steps asked to do,however im still not able to log in,please help,thank you!

  Business Response

  Date: 07/01/2024

  Thank you for letting us know about the challenge you have had in resetting your Security Phone Number (Multi-Factor Authentication - MFA).  We apologize for the delays that you have encountered.  We take account security very seriously and appreciate your willingness to work with our personnel in verifying your identity before we reset that security feature.  In looking at your request it appears that your request has since been completed.  Please let us know if that is not the case.  We have talked with those that were involved in that reset to improve responsiveness in the future. Thank you for bringing this to our attention and we appreciate you helping us in improving the support and protection we provide to our customers.

  Customer Answer

  Date: 07/05/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:06/25/2024

  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.

  I am a Football official in *******, *******. My log in email was hacked, and I can't log in because the recovery email goes to the hacked email. I have called, and spoken to people in the Philippine's call center. They're only reading a script, and offer no solutions. I have been sent verification emails to my new email address, and NOTHING happens after it. I've been dealing with this since the beginning of May, it is now the end of June. The call center person always says "I've forwarded your issue to Compliance Support", after that nothing happens. It's a big blow off. I'm frustrated, and don't know what else to do. I've given my personal information on countless occasions to the verification process, and NOTHING happens. I'm starting to think this is a scam. I'm very weary about giving any more of my personal information to this company. This company is playing with people's personal information. The bottom line is that by going through their verification process numerous times, NOTHING has happened. There must be accountability and/or some kind of solution to this issue.

  Business Response

  Date: 07/01/2024

  Thank you for letting us know about the challenge you have had in having your account reopened after your email was compromised.  We apologize for the delays and lack of action that you have encountered.  We take account security very seriously and appreciate your willingness to work with our personnel in verifying your identity.  We have since talked with our support and compliance teams to address these unacceptable delays.  I have been informed that one of our more experienced support representatives has reached out to you and has since resolved this issue.  Thank you for bringing this to our attention and we appreciate you helping us in improving the support and protection we provide to our customers.  Please let us know if we can assist you with anything else.

• Initial Complaint

  Date:02/13/2024

  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.

  Cannot sign in to the service.

  Business Response

  Date: 02/24/2024

  Thank you for letting us know about the challenge you have had in logging into our systems.  We apologize for any confusion that your interactions with our support staff may have caused and we will follow up with those that you interacted with to provide further training to avoid this confusion in the future.  In looking closer at your request, it appears as if you were simply looking to sign in at the wrong location.  We show you as having an account in our registration product, but not our other products.  We have tried numerous times to reach out to you by phone and by email with one of our more experienced support representatives to help you resolve this but have not received a response back.  You are welcome to contact us at ************** and we will be happy to assist you further.

• Initial Complaint

  Date:01/11/2024

  Type:Billing 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.

  This software is ridiculously difficult to use. I can't believe this is the best option for officials. *********** is so difficult to set up when you first make an account. I made an account and there wasn't even a payments tab that popped up to begin with! So how am I supposed to click the payments tab to set it up when NO TAB EXISTS. It's so difficult to find information. You can only put your bank information and routing number in to get the money out of your Arbiter account after money has been put into the account by the person paying you. When I was setting it up, they needed to put a $0.01 deposit in so that I could do this. It's just way too difficult. Not to mention most of the officials using it to be paid are getting older and aren't so savvy with technology. Imagine how difficult it is for them. It was hard for me and I'm not even 21 yet.

  Business Response

  Date: 01/18/2024

  Thank you for bringing these challenges you are having to our attention.  We are sorry to hear that you have had such a difficult time in using our ********** software to receive and transfer your funds.  We will share your feedback with our product team to try and further streamline this experience to make it more enjoyable for you and our other customers.  We apologize for your experience thus far and would love to have one of our more experienced representatives reach out to you to help you resolve the issues you are seeing.  We have attempted to reach you by phone on 1/17/24 at 12:33 p.m. (MST), 2:57 p.m. (MST), and 1/18/24 at 1:08 p.m.(MST).  With each of those attempts we have left a voicemail of how you can contact us.  In addition, we have also sent you an email on 1/17/24 at 12:53 p.m. (MST) outlining how you can contact us.  If you have any further questions or need further assistance you can contact us by email at ********************************** or on our support line at ************** and we would be happy to help you.

• Initial Complaint

  Date:01/02/2024

  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.

  Unable to access account

  Business Response

  Date: 01/17/2024

  Thank you for letting us know about the challenge you are facing in accessing your account.  There are numerous potential reasons why this could be occurring.  It could be that you have a Security Phone Number (Multi-factor Authentication) attached to your account and you do not recall what phone number that was, it could be that you do not recall your password, it could be that you no longer have access to the email to retrieve that password.  The most common reasons that customers encounter when trying to access their account are addressed in the following knowledge articles:

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  If you need help in resetting any of the above information, we are happy to help you.  You can contact our support team at ************** or by email at **********************************.  We attempted to call the number you supplied on this post, but received an "invalid number" response.  If you can supply us with some contact information that we can reach you with we would be happy to assist you.

• Initial Complaint

  Date:12/27/2023

  Type:Product 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.

  I was a referee, but had to quit due to knee injury. ***** accumulated into my *********** account and for the last 2 weeks I have been trying to have it transferred over into my personal bank account. I have followed every instruction, nothing has worked. I have called customer service over 10 times and the people you speak to appear to not understand and you go over and over with them and results, you right back where you started from. Emailing them, you get nowhere. I am just asking them just to send e a paper check with all my money on my account. When I tell them this, they keep giving me the same instructions. This is so very **** frustrating. Just send me a paper check. What so hard about that?

  Business Response

  Date: 12/29/2023

  Thank you for bringing this to our attention.  We are sorry to hear that you have had such a difficult time in transferring your funds (whether by ACH or by check).  For security purposes we do not give our employees the ability to perform a transaction on behalf of a customer.  This is to protect both you and them.  Regardless, we would expect that you would receive quality guidance on how to perform this transaction and that the issue would not be considered resolved until you were successful.  We apologize for your experience thus far and will follow up with our staff to address this through further training.  It is now my understanding that one of our more experienced support representatives was able to get in touch with you and resolve this issue by assisting you in setting up auto transfer for your account.  Please let us know if you have any further questions.

  Customer Answer

  Date: 12/29/2023

   
  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.
  
  Sincerely,
  
  *****************************

  Yes I spoke with your rep today. He and I came to a resolution. If not resolved in set timeframe we discussed, I will reopen this complaint.