Complaints

• Initial Complaint

  12/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My 15 year-old son was scouted by ******* United and offered a 1-year training contract. I spoke with the recruiter **** Z.N.) and the director **** ***** on several occasions for details. I was told and led to believe by website content that i) training is entirely in Argentine style, ii) academy is very strict about ************************ iii) quality gym/fitness facilities are provided, iv) food/lodging are of good quality and v) breaks are short (3 weeks summer, 3 weeks Xmas). Both of my teenage sons joined the program. I visited several times and eventually pulled them out of the program 3 months early due cumulative concerns including: 1. Multiple incidents of verbal abuse by Mr. **** including screaming, swearing, humiliation and racial slurs against teenage athletes. Some of these incidents were recorded by students and replayed for us as proof 2. Coaches (former Argentine pro players) were not free to train the student athletes in their own Argentine style when Mr. **** was present, at which time training was modified to US-style (not what we paid for)3. No organized study hall or academic supervision as seen on the video. There was no access to university resources across the street as promised. The internet was unreliable, making it difficult for the kids to do online classes as required 4. Minimal supervision. We were never notified that our son was frequently breaking curfew and that he had gotten himself covered in tattoos at 17 years of age 5. Breaks were much longer than 3 weeks (kids were home for 10 weeks over the summer with no notification/contact as to their return date). The amount of training promised was not delivered 6. There was very little gym equipment, unlike the elite facilities shown on the promotional video on the web site. The pool was small and dirty, unusable for fitness purposes 7. Multiple episodes of food poisoning 8. Messages to recruiter not returned when proof of participation Feb-June was requested for school credits

  Business response

  01/03/2025

  This is US Soccer Academy LLC, please refer to our response to the complaint ID: ******** via the *** attachment attachment.
  
  We had technical issues with one of our links to a Video. Please let us know if we can resubmit another response with all correct links.

  Business response

  01/27/2025

  This document serves as a comprehensive response to the complainants' rebuttal. Below, we systematically address the allegations raised, providing clarifications, evidence, and a reaffirmation of our commitment to maintaining the integrity of our program.
  
  
  1. Allegations of Inappropriate Treatment and Verbal Abuse
  The allegations of verbal abuse, including recordings of shouting, swearing, name-calling, and humiliation, are entirely unsubstantiated.
  
  
  Professional Coaching Standards: Our coaching style is intense, designed to challenge players and instill discipline. While moments of elevated tone may occur, they are always strictly professional and never demeaning.
  No Evidence Submitted: The complainants have failed to provide any verifiable evidence of the alleged recordings or corroborative testimonies from other academy participants.
  Inclusive Environment: Our program's success across diverse racial and ethnic backgrounds attests to our inclusive and professional approach.
  
  
  2. Substandard Supervision & Security
  
  
  The claims regarding inadequate supervision and curfew violations lack a complete understanding of the policies in place.
  Curfew and Freedom: Players are permitted to sign out during free time, including trips to the city center. While not explicitly monitored within this free-time policy, students are expected to make good decisions consistent with the values instilled in them by their families, and refrain from activities which may be illegal or detrimental to their health or options for the future. This student never notified the academy that he was planning to get a tattoo and after he did so, the tattoo was concealed because it was on his abdomen.
  Parent Acknowledgment: The parents' acknowledgment of their son's tattoos in April 2024 without raising objections suggests tacit approval. Additionally, their son continued to obtain tattoos after his family discovered the first tattoo and even after his father moved to ******* while he still resided at the academy and after moving to reside in the same home as his father, despite the academy's ongoing efforts to encourage adherence to rules.
  Addressing Curfew Violations: When curfew was violated, these issues were discussed directly with the family. Our Director of Operations warned the parents and told them of the consequences, including the possibility of expulsion for repeated misconduct.
  
  
  3. Academic Oversight and Resources
  
  
  The rebuttal's claims of inadequate academic resources and supervision are unfounded.
  Structured Study Hall: The academy provides daily study halls with biweekly progress monitoring. Enclosed anonymized transcripts support evidence of academic achievements, including a team GPA of 3.7. 
  Internet and Study Facilities: The Internet infrastructure is reliable and sufficient for academic needs. Complaints about internet quality and resources like printers are anecdotal and unsubstantiated.
  Email Records as Evidence: We have provided an email chain demonstrating our active cooperation and assistance in maintaining all students' grades. This includes direct communication with parents and teachers to ensure academic integrity and support.
  University Access: While informal discussions about utilizing university resources were held in good faith, these were never contractual obligations and when the university reversed its policy we added additional resources to accommodate students.
  
  
  4. Medical Care
  
  
  The academy takes the health and well-being of its players seriously.
  Mental Health Allegations: No mental health issues were disclosed by the parents before or during the players' enrollment. Academy staff consistently monitored players for signs of distress, none of which were observed in the complainants' children.
  Injury Management: The academy was not informed of unresolved medical issues. If additional care was required, the complainants did not escalate or discuss the matter despite having direct access to the academy's management.
  
  
  5. Food and Lodging
  
  
  The allegations of substandard food and living conditions misrepresent the academy's provisions.
  Meal Quality: Meals are designed to meet the nutritional needs of athletes. Logs of weekly meal plans are available (and provided via ****** drive: ************************************************************************************ ), showing balanced and sufficient portions.
  Snacks and Takeout: Players are permitted occasional takeout orders on weekends. However, clandestine deliveries to room windows were against academy rules, and disciplinary action was taken when discovered.
  Living Facilities: Initial delays in furnishing rooms with desks and dressers were promptly addressed. Complaints regarding air conditioning, rodents, and other issues are exaggerated or represent isolated incidents.
  
  
  6. Program Integrity and Conduct
  
  
  The Student-Athlete Code of Conduct clearly outlines the academy's expectations for behavior, discipline, and professionalism.
  Repeated Violations: The older son's frequent absences from practice, disregard for dietary guidelines, and curfew violations were extensively documented. Despite this, the academy accommodated the parents' requests for a second chance.
  Parental Communication: Claims that the academy failed to initiate contact regarding behavioral or performance concerns are inaccurate. Multiple conversations were held in good faith to address these issues.
  
  
  7. Financial Agreement and Refund Request
  
  
  The family's request for a refund is inconsistent with the signed financial agreement.
  Voluntary Withdrawal: The parents voluntarily withdrew their children two months early. This decision does not ****** the contractual terms, which explicitly state that no refunds will be issued for voluntary withdrawal or misconduct-related dismissal. Our business model requires us to forecast sufficient revenues to pay for education and residential requirements for a fixed number of students in order to retain a small profit at the end of each year. 
  Contractual Clarity: The agreement's terms were communicated clearly, and the academy fulfilled all obligations outlined therein.
  
  
  Conclusion
  The academy acknowledges the complainants' challenges but rejects the allegations as mere unfounded allegations and unsupported by evidence. The program's policies and practices remain consistent with its commitment to developing serious student-athletes.
  Given the circumstances and evidence presented, the academy declines the refund request and stands by the integrity of its operations.
  
  

  Customer response

  01/30/2025

   
  Complaint: 22594790
  
  I am rejecting this response because US Soccer Academy LLC still refuses to acknowledge (and still lies about) its responsibilities and failures as a guardian of minors.  Further documentation to follow. 
  
  Sincerely,
  
  **** *****

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