ComplaintsforTeamSnap, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  This company uses deceitful methods to automatically charge annually with no warning.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Purchased TeamSnap in Aug 2023. Was promised onboarding with live customer service. We are a nonprofit youth lacrosse tournament program in **** and host an event in June. We purchased the tournament package in hopes to have communities pay and register their teams through the system. The system never fully worked and I couldnt get a live person to assist. The person assigned to assist told me that the tutorials were all she need to do for onboarding us. They weren't helpful and the system which should of collected payments, send emails, schedule games and communicate with registrants did none of that. We are asking for refund through the company because it simply didnt work and no one helped us through the process. We had to run the tournament do everything manually.

• Initial Complaint

  04/02/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  We are an organization for a nonprofit 12 U boys baseball team. Credit card payments have been made in TeamSnap to our organization and have not been paid out to our account. I have been trying to reach TeamSnap for over two months now to get this resolved with no resolution to date. This is putting our nonprofit organization in jeopardy of being able to not continue due to the existing payments not being paid out to our account. There is, no contact information to speak to a representative from TeamSnap. The phone number listed in the location here on the Better Business Bureau is not correct. I have emailed over 50 times to get help to resolve this issue to no avail.

• Initial Complaint

  12/06/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I am no longer using teamsnap and am trying to cancel my account. there is NO CONTACT INFO to get help! I get an error message that "oppps something went wrong" when I try to change my plan and cancel my membership. There is NO WAY to reach someone. I'm going to be forced to cancel my credit card because I am unable to cancel this membership. how is this legal???? All I do is go round and round and get nowhere. NO WAY to remove my credit card! I'm not even able to look at other plans to choose something different.

• Initial Complaint

  11/20/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I signed up for the Team Snap App last year and paid for my one year subscription. Today I received notification that my subscription was being renewed. I received no notifications prior to today about my renewing subscription. As soon as I found out, I immediately went to the website to attempt to cancel my renewing subscription. This was done at 7:40am EST. Prior to the start of the business day. On the website, the only way to stop the payment was to change my plan to a free plan, which I did. There was no way to cancel my account, no way to cancel my payments, and no way to remove my credit card information from the account. I contacted my credit card company to stop the payment, but because it was still 'processing' the cancellation of the payment could not be done. I attempted to contact Team Snap **** but there was no contact information on their website. No phone numbers or no email address call to have them stop the payment. Though this was an auto renew payment, it is my opinion that there should be some type of notification that the renewal is about to occur. And even if there was notification, there is truly no way to cancel my account to avoid the charge. The only means was to change my plan to a free plan. If the payment does get processed, which I believe it should not since I changed my plan prior to the start of the business day of renewal, and had such great difficultly cancelling my plan, I believe I should be *********** a refund of the $79.99 that I am being charged. Again, the payment is still in processing at the time of this complaint, I have downgraded my plan to the free plan, and it's not even 8am EST (Team Snap **** is in Colorado). I believe the company has made the process of cancelling a plan or payment extremely difficult in an effort to extract additional payments for those who do not wish to renew. All Team Snap *** needs to do is cancel the payment that is in processing and my issue will be resolved.

  Business response

  11/20/2023

  We're sorry we missed your request before the auto-renewal took place! We have issued a refund for the charge for your annual subscription, and I can confirm that you're currently set to the Free plan going forward. 

  You can always reach out to our Support team by clicking the orange help icon in the bottom right corner when youre logged into your TeamSnap account. The Support team is available through email or chat 9a-10p MT. 

  Customer response

  11/20/2023

   
  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,
  
  *********************

• Initial Complaint

  11/14/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have not received payment from any invoices paid to me since October 31st. I've received payments daily since then and none have been deposited to my account. I have over $2500 tied up and need this resolved asap. I have another billing week coming up and I hope that this is handled and resolved with urgency. I provided images of screenshots of my conversation with an online agent who was unable to resolve this or get me in contact with a phone agent.

  Business response

  12/05/2023

  Hi ****** -

  It looks like our Payments team was able to help you verify your identity and release your funds, with deposits made on Nov. 19, Nov 26, and Dec 3. Please let us know if you've exprienced any other concerns. 

• Initial Complaint

  09/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I use TeamSnap for youth baseball payments and operations. On September 5th, 2023 I sent regular monthly invoicing out to my team members for monthly payments. According to my TeamSnap account, all of these invoices were paid however, the funds (in the amount of $14,000.00) have not shown ** in my bank account as of yet. I have been working with customer service for a week after they stated to wait out the 12 day grace ****** for processing. We are now at day **************************************************************************** I still have not been contacted. TeamSnap has lost $14,000 of my money with no outreach at all. They do not have a customer service phone number, so my only option to get a hold of them is via email which I have done with no solution.

  Business response

  09/27/2023

  Thank you for reaching out to our team today; we understand your frustration and concern in not receiving your deposits. There is a banner in the account requesting identity verification, and we're happy to help with that process.

  As we discussed, the account was restricted until we could verify the identity on the deposit account. We have received the information we needed, and submitted your identity for approval. In the meantime, we have requested our payment processor release your funds; they should be delivered to you by end of week. 

  We are here for any other questions you may have. Thank you! 

   

  Customer response

  09/28/2023

   
  Complaint: 20663850
  
  I am rejecting this response because:

  I still have not seen the missing money clear my account. Once I see it clear, I will accept your response. We are still missing $14,000
  
  Sincerely,
  
  ***************************

  Customer response

  10/12/2023

  funds have been received

• Initial Complaint

  09/22/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Since Aug 30th I have been trying to complete my son's registration for his sports team this year. Had absolutely no issues last year, but this year I keep hitting some kind of Cloudflare security block. My account is the only one this is happening to as my team manager has said no one else had issues registering. I also tried different devices, browsers, and my husband's account. Funny thing is, yesterday I was able to sign him up for a different sports team with absolutely no issues. Everytime I do the online chat option with a representative I get a response that it will be escalated to a specialist. However I don't get any ticket or followup number, and no reachout from any "specialist". If I email to followup on the older conversation it's like repeating the original conversation all over again. It's been 3 weeks and I'm absolutely appalled at the lack of customer service or initating follow up that you guys have. At some point this issue needs to be resolved so we can move forward with our team....

• Initial Complaint

  08/09/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  I have been trying to register my son for his baseball team for over a week. I submitted my banking information manually, as I was not comfortable giving them access to my bank login information and their credit card fees are ridiculous. They withdrew my money from my bank on August 1, but have STILL not "registered" my son for his team, therefore, I have no access to the app where our schedule is located and our games start next Monday. Our team coordinator has actually been able to speak with someone, who did NOT actually solve the problem. I have also tried to contact the business, via email twice and through both ******** and Instagram messages, none of which have been returned. There is no phone number to call and speak with someone to try and resolve this issue either. For a company that is dealing with people's banking and credit card information, there needs to be some way to get in touch with a person to resolve issues. I am completely uncomfortable with the fact that they have my bank routing information, and having read other complaints, I believe that is justified.

• Initial Complaint

  07/24/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They do not have customer service. You can write, but the letter will be returned. If you e-mail, it will not be replied to. If you leave a voicemail they will not call YOU back. The app is somewhat decent even though Game Changer is much better. However, on their app. they do not allow you to remove your credit card information therefore and keep charging a customer and will change the code so that they can continue to bill a customer month after month. I consulted an attorney and there are at least two willing to take my case or start a class-action suit against this company. The company is piece of c*** in regards to customer service or resolving any kind of billing issue.

  Business response

  08/04/2023

  TeamSnap provides support via email and live chat.  ************** emailed an old TeamSnap email directly and received a response letting him know how to submit a support request properly.  He failed to submit a request that would be seen by our support team.  
  There are detailed instructions in our help center explaining how to cancel your subscription and stop billing. 
  Instead of reaching out to us or following those instructions, ************** filed a chargeback dispute with his credit card.  We are unable to issue any refunds due to this dispute.  I have removed his credit card from our system as well.  
  No further charges will be attempted unless ************** sets up a new team and enters his credit card information again.  

  Customer response

  08/05/2023

  Their response is not accurate and the credit card company will work out the refund with Team Snap.  I am working on-filing a class-action

  suit because there is no way to remove your credit card from their app once you provide them with the credit card information.  They did remove

  my credit card, but I filed a fraud complaint as well with the credit card company because their instructions on-line are complicated and they make

  it extremely difficult.  You can call their number and all you get is a recording to go to their website and try to find the answers.  ***************** makes

  their money fraudulently by suckering the consumer for their credit card, but no allowing the consumer to remove it.  It is permanently logged on to their site

  without any options to remove it.  If you forget to cancel, they will keep on billing you and they have done this to me before in years past.  The issue for me

  is that their web site and app. to cancel your subscription make it extremely difficult to remove your credit card number and I have seen many lawsuits

  where a class-action suit will force them to give the consumer the option to remove your credit card and not sucker the consumer for an extra month once

  the particular season (baseball, softball) is over.  Their response is not accurate.  

  Customer response

  08/05/2023

   
  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,
  
  *****************

*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. ↩