Complaints

This profile includes complaints for CAN/AM Hockey Group's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  CAN/AM Hockey Group

  PO Box 160 Williams Bay, WI 53191-0160

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  CAN/AM Hockey Group

  PO Box 134 Welland, ON L3B 5P4

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:01/31/2023

  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.

  This place is a scam. They overcharge the participants more than twice the price that hotels and restaurants charge directly, and when you tell them about it, some person who introduced himself as a director responded: "But we provide you a service" - the service that we are forced to use as it is a requirement to participate in the tournament.Even worse when the whole team canceled because of that price gouging they refused to return the money - even to those people who bought the cancellation insurance.Awful experience, bad people, and a horrible organization.

  Business Response

  Date: 02/09/2023

  Thank you for reaching out and sharing the customer complaint filed with your office.  We appreciate the opportunity to respond and have gathered the relevant information regarding this situation.  Please find our response herein.  We hope this response provides clarity and dispels the fabrications presented to your office, which take direct aim at our carefully crafted brand and image. 

  The Hamden Dragons (hereafter referred to as The Team) registered, and were accepted, into our *********** March 2^nd hockey tournament, on January 25, 2023.  The team representative (not the customer who has brought forward this complaint) completed our online registration form and paid the 500$ non-refundable deposit to secure the teams spot in this event.  Please find link and the policy regarding team registration payments below:

  *************************************************************tournaments/boys/lake-placid-march-3-6-2022

  TEAM DEPOSIT

  A non-refundable $500 deposit will be charged to your credit card when your registration is accepted.

  On January 28^th the customer filing this complaint paid the room deposit as part of their individual family registration.  All families are required to pay a 200$ room deposit (with optional 79$ cancelation insurance) to secure a room block for their team in one of our partner properties.  Staying at one of our partner properties is a criteria of participation.  Our event package pricing is also available on our website and has been posted, unchanged, since June 1^st, 2022. 

  Tournament pricing can be found at the following link:

  *************************************************************tournaments/boys/lake-placid-march-3-6-2022 .

  Participation requirements are listed at the same link.  We have taken the time to include the relevant passage here:

  PARTICIPATION REQUIREMENTS

  For a team to participate, all rostered players, coaches, managers, and guests must subscribe to one of these packages. Rates are based on 14 or more rostered players.

  On January 29th, CAN/AM Hockey received email notification, from The Team, indicating their desire to withdraw from this event.  At that time we shared the following cancelation policies with team leadership.  These policies are listed on our website at the following link:

  *************************************************************individual-reservation-insurance

  The relevant passages are below:

  Standard Cancellation Policy

  
  Deposits are non-refundable

  CAN/AM Reservation Insurance

  Customers may purchase reservation insurance through CAN/AM Hockey, insuring any reservations and registration fees against cancellation. Any insured reservation that is cancelled will be entitled to a full (100%) refund of all fees paid, less insurance charges pursuant to the stipulations below. Payments and fees associated with any uninsured cancelled reservations are non-refundable.

  Reservation insurance is not applicable should an entire team cancel. Should a team be unable to participate in an event, all policies related to that team will be considered null and void. *CAN/AM reserves the right to review each case based on the merit of its circumstances.

  After sharing these policies with The Team and reviewing the timeline of events, CAN/AM Hockey agreed, in spite of its policies listed above, to the following resolution:

  1. The teams participation would be canceled and the non-refundable 500$ team deposit would be refunded
  2. All families who had paid a room deposit would be refunded.  Their refund structure would be subject to their selection of the cancelation insurance:

  1. Families having selected the cancelation insurance would receive a full refund of all monies paid, minus the cost of the cancellation insurance.
  2. Families having declined the cancelation insurance would receive a full refund of all monies paid, minus the retroactive cost (79$) of purchasing the cancelation insurance. 

  The Team was satisfied with this resolution and CAN/AM has honored the above terms.  At the time of writing this response, all refunds have been processed except the refund of the family who has filed the complaint with your office. 

  The customer in question did not allow CAN/AM ******************** the time to work out the terms listed above with team leadership and immediately filed a dispute with their credit card provider.  Unfortunately, once a dispute has been filed, CAN/AM Hockey no longer has access to the funds and cannot process a refund as the customers account is suspended until the dispute is resolved.  CAN/AM Hockey also includes literature as part of the individual family reservation to this effect.  We have included it here for your review:

  Any cardholder considering a charge dispute must seek a resolution, in good faith, with CAN/AM Hockey prior to initiating the dispute process with their card provider.  Requests should be provided in writing and are the responsibility of the cardholder.  Failure to do so will result in the possible suspension and cancelation of the CAN/AM account in question. 

  CAN/AM Hockeys formal position concerning the matter at hand is as follows.  We have provided and continue to provide clear and complete information to all teams, parents, and coaches on our website.  Customers should take notice of this information prior to engaging into a business relationship with CAN/AM Hockey.  The Team in this case did not consume the information which is publicly and readily available prior to registering for our event.  We have worked with The Team and its families to provide an exceptional resolution, satisfactory to all parties, based on the specific circumstances and timeline of this case.  We cannot be held responsible for an individuals ***** actions, which go against our policies and warnings.  Had this customer not initiated a credit card dispute they would have received a refund in a timely matter.  Should they choose to drop the dispute at any time we will provide the refund as described herein. 

  We hope that this account provides clarity on the situation at hand and CAN/AMs efforts to come to a reasonable resolution in a timely matter.  Should any further slander, void of fact and context, be brought forward, targeting our brand, image or the likes, we reserve the right to channel any further communication through the appropriate and meaningful channels of our choosing. 

  Thank you

   

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

  CAN/AM Hockey

  Ph. ************

  Customer Answer

  Date: 02/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  Unfortunately Can/Am Hockey provided false information in its response, once again suggesting the fraudulent nature of this organization.
  
  1.     The dispute with the credit card bank has been closed yet, we still have not received a refund.
  2.     When we contacted Can/Am Hockey three times on January 31, the merchant told us directly they would not provide any refund (0$) despite us having the cancellation insurance. In other words, the merchant suggesting that we should have solved the issue with them first is simply a lie.
  3.     Can/Am Hockey only promised to refund us a part of the payment after we contacted the credit card bank. It seems that was the only reason to have them change their mind.
  4.     Finally, the merchants own policies state:
  A customer may cancel an individual, insured reservation without penalty up to four days prior to the start of the event.
  It is more than a month prior to the tournament so, they violate even their own policies by refusing to provide the refund.
  
  Can/Am Hockey is not transparent, not professional, and definitely not ethical. They seem to value their greed more than their customers.
  
  Regards,
  
  *******************************