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:10/30/2024

  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.

  Volo Sports, a recreational sports organization, has engaged in deceptive, predatory, and false advertising practices resulting in consumers paying up to $360 per year for a subscription product that does not provide the services promised by Volo. Specifically, Volo prominently advertises on its website (see below link) that customers who subscribe to their membership (Volo Pass) will be able to play "Unlimited Pickups" however, many of Volo's pickup offerings require an additional $5.00 per session fee. This fee is not disclosed to customers in any capacity prior to them signing up for the subscription. ****************************************************************************

  Business Response

  Date: 11/05/2024

  Mr. ****** reached out due to his frustration that we have had to reclassify one of the venues that we rent space from as a premier venue in order to continue offering programming there. We still offer complimentary pickups as part of our membership platform across other sports and at other locations. Our membership is not advertised as a single sport or single venue membership, however this is how he has chosen to utilize it. We have reached out and offered to refund him the remaining prorated amount of his membership ($10). He has not taken steps to cancel his membership, and has continued to register for our leagues using the credits and discounts he has accumulated with his membership. Additionally, we are continuing to offer complimentary drop-ins at this venue, complimentary pickups on certain days, and he has continued to register for those options. 
  
  As part of this change we have communicated with our members weeks in advance of the change so that they would have time to determine if they wanted to continue with the membership, and we are continuing to work out a fee structure as we negotiate our contract with the venue as this is not a venue that we own, but rent court space from. 
  
  We have made it clear on our website that at this venue members pay a fee both in our promotion of what members can expect at the venue and on the registration pages for these specific programs. Our membership does include access to unlimited pickups, and while most are complimentary they are not always free. Across all of our markets, members have access to a variety of complimentary, discounted, as well as exclusive programming. We are continuing to communicate with Mr. ****** and again are happy to refund him the prorated amount of his membership for the remainder of his term which expires in November of 2024.
  

  Customer Answer

  Date: 11/08/2024

   
  Complaint: 22492458
  
  I am rejecting this response on the basis that Volo Sports has provided an irrelevant opinion-based summary that is riddled with inaccuracies. My requests for resolution are a pro-rated refund for all annual Volo Pass customers who have played Pickleball at ************************** in 2024 and for Volo to update its website to more clearly define the limitations of the Volo Pass membership.  

  
  Terms & Conditions Violation: Volo explains that As part of this change we have communicated with our members weeks in advance of the change so that they would have time to determine if they wanted to continue with the membership Communicating a change to the Volo Pass membership to existing customers does not recuse the fact that the change itself was a violation of the annual membership terms and conditions. Furthermore, Volos website clearly states that refunds are not available for the membership. As such, communicating a change to the membership terms and conditions while a large majority of customers are in the middle of an annual membership is a useless action with respect to a customers decision to continue with the subscription. Please see the attached screenshot relating to membership benefits.

  
  False & Predatory Advertising: Volo claims that We have made it clear on our website that at this venue members pay a fee both in our promotion of what members can expect at the venue and on the registration pages for these specific programs. Our membership does include access to unlimited pickups, and while most are complimentary they are not always free. The attachments relating to Volos website demonstrate that Volos home page shamelessly continues to promote their membership as unlimited in nature with no accompanying fine print. In order to be aware of a paid limitation for Pickleball at **************************, a prospective customer would need to 1. have the profound foresight to not sign up for the unlimited membership via the homepage, 2. filter for the city of *********, and 3. wait approximately 15 seconds for a rotating image to appear that lasts for three seconds. The rotating image section of Volos website does not offer customers an option to click to the next image (i.e. how a true interactive ad operates) and as such, unless a customer decides to mindlessly stare at the same section of the webpage, it is highly unlikely they will see the image relating to the Pickleball disclaimer (perhaps this is by design to keep it hidden). While a customer can technically find this information relating to the Pickleball surcharge at **************************, Volos advertising practices are deceptive and predatory in nature and Volo would without question be held liable for these advertising practices should this matter be litigated. Please see the attached screenshots relating to Volo Pass membership advertising.

  
  Single Sport: Volo claims that Our membership is not advertised as a single sport or single venue membership; however, this is how he has chosen to utilize it. Per the trophy case attachment, Volo itself has identified me within their own portal as a Multi-Sport Athlete as I have participated in five different sports through Volo. Nonetheless, this is an irrelevant matter that does not tie to Volos false and deceptive advertising practices or their breach of terms and conditions of the Volo Pass membership. This point of discussion simply highlights Volos lack of credibility in their response. Please see the attached trophy case screenshot.

  
  Refund: Volo suggests that We have reached out and offered to refund him the remaining prorated amount of his membership ($10). While Volo ultimately did offer a refund option after several contentious rounds of emails, a specific dollar amount was never communicated to me. I will accept this refund on the promise that 1. all other Volo Pass members who have played Pickleball at the ************************** will also receive a $10 refund, 2. the current benefits in my Volo Pass membership will not be impacted through November 2024, and 3. the upcoming November 2024 membership renewal will not be impacted. Please see the attached refunds screenshot.
  
  Sincerely,
  
  **** ******

  Business Response

  Date: 11/20/2024

  Hi **** -

  We still have not received a response to our email with our attempts to resolve this via our customer service system on October 30th. Your refund of $10 for your 2024 annual membership has been processed. You also had not notified us of the intent to cancel your membership. Your renewal rate for 2025 will not be the same discounted 2024 rate, as you signed up during a Cyber Week deal in ******** have since been emailed with an option to be refunded the annual charge for the 2025 membership and to cancel your membership. 

  Other members who are unhappy or wish to cancel their membership as a result of this change at this pickleball venue are welcome to reach out to us and we will work them to ensure they are taken care of and they too are eligible for a prorated refund if they wish to pursue that option.

  Again - we are continuing to offer unlimited opportunities for members to play, however there are fees associated with premier experiences and these are clearly indicated at the point of registration. I've included screenshots of these examples. While we understand your frustration with the changes at this venue, the verbiage on our website does not indicate that these programs are free, and we do ask that you please respond to our attempts to work with you through our normal customer service channels. 
  
  Thank you, 
  Volo Sports

  Customer Answer

  Date: 11/23/2024

   
  Complaint: 22492458
  

  Volo continues to ignore and side step the fact that they are engaging in deceptive and false advertising practices.

  The provided attachment is from a marketing email sent by Volo on November 21st 2024 claiming that a Volo Pass Membership unlocks "Unlimited Pickleball" without any accompanying fine print or direct link to a page that reveals the fact that this is a lie and that over 90% of Volo's Pickleball programing requires additional payments. Volo incorrectly suggests I am a frustrated customer. This is untrue as I have in fact renewed my membership for 2025 and paid my dues.

  The attachments I have provided, the numerous emails sent directly to Volo, and this claim through the BBB all prove the simple fact that Volo's marketing practices are illegal and subject to fines if litigated. Had Volo been willing to update their marketing materials to be accurate, this conversation would not be necessary. Unfortunately, Volo refuses to rectify their deceptive marketing.
  

  Since Volo has demonstrated a lack of willingness to update their marketing materials, I request that the BBB turn this case over to binding arbitration that was offered as an option in the absence of a resolution.

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

• Initial Complaint

  Date:10/03/2024

  Type:Customer Service 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 signed up for a ***************** and I got charged $142.71. The service, according to Volo's website, was for 6 league games. I went to the first game and the other couple did not show up, and we couldn't play a game, and therefore I wasted my time and my money.I complained to Volo's management and asked for a refund, as the service promised was not delivered. The Experience Director (Nikcii *********) responded with excuses and said they would not refund.

• Initial Complaint

  Date:10/01/2024

  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.

  I was starting my league for soccer at club Volo.. The first game we won with me scoring two goals.. The second game, which was right after that, I wasnt aware of, and I had to leave early due to family needing to be picked up from other events..The second game is commencing and were losing 30. The opposing team had a player that fell down and was acting injured Soccer players are known to falsify injury like to keep the clock running so that way they dont give the other team the chance to keep playing and scoring a goalTourettes outbursts whether its noise or whether its verbal Not to laugh at that so I left the game since I had to go and pick up family members from other events..I receive the email from Volo, but it just comes from Volo apparently and they saying that I was kicked out of the soccer league for unsportsmanlike conduct for laughing at the other team. So my $80 was forfeited and their reasoning was because being in the sportsman like conduct is one of the rules and Volo and I was never given any warnings or anything. I wasnt even given a chance to respond why there was laughterWhat did they tell me I cant play That sounds like discrimination against people with disabilities people like me who have Tourettes I Contacted victims law, in ****** left them a message, and I will also be pursuing newspapers and radio talk shows to spread their awareness!!!

  Business Response

  Date: 10/09/2024

  Hello,

  We have been trying to reach the petitioner by phone and have been unable to do so. It appears as though email is the only form of communication accepted by him. We have been trying to schedule a call to talk this through with no avail. Volo is an inclusive community for everyone. As part of being an inclusive environment to all we have a player code of conduct which is agreed to when signing out waiver and registering for any activity with us. See bwlo

   

  VOLO SPORTS 
  Player Code of Conduct
  
  
  The mission of this Volo Sports Player Code of Conduct (Code of Conduct) is to create a guideline for our players and community to follow these core components: Kindness, Respect, Sportsmanship, Fair Play, Honesty, Player Safety, and a Welcoming Environment.
  
  
  This Code of Conduct is designed to respect and protect the players, teammates, staff, opponents, neighbors, referees, and any community member associated or impacted by our sport and social activities. We look to hold our Volo community to a high standard and by working and/or playing with our organization, you acknowledge and agree to abide by our Player Code of Conduct. 
  
  
  Violations of the Code of Conduct, as determined by Volo staff within their sole and absolute discretion, will result in disciplinary action up to and including suspension -- either temporarily or permanently without a refund. Volo players who exhibit unruly, dangerous, or inappropriate behavior in violation of our Code of Conduct will be removed from game play by Volo staff, and any and all further disciplinary action may be taken.  
  Code of Conduct for Players 
  I will be kind.
  I will demonstrate good sportsmanship, win or lose.
  I will be honest, fair, and respectful to players, staff, officials, spectators, and neighbors at all times.
  I will respect the decisions of officials and team captains, and maintain a respectful tone in discussions with my captain, opposing team, staff, officials, and/or referees. 
  I will help maintain and keep all equipment at the facility/park/venue in good condition and ensure that I  leave the facility/park in as good or better condition than when I arrived.
  I will follow all safety protocols of the program, including checking in with my individual QR code.
  I will not belittle, ridicule, bully, intimidate, or harass anyone involved in Volo sports and/or social activities in public, private, in-person, or online.
  I will never physically touch anyone in an aggressive or inappropriate way.
  I will not engage in any violence, verbal threats, or use any profanity in a derogatory way.
  I understand that I may be financially liable if it is determined that I intentionally damaged venue property or Volo equipment.
  I will respect and adhere to all rules laid out by the venue hosting Volo programming.
  This applies to attire, ID verifications, and responsibility for damaged property

   

  As this player was in breach of our player code of conduct we reserve the right to suspend from games, remove from league or ban for life. Again, we are open to a conversation with the petitioner but are unable to get the petitioner on the phone to do so. 

   

  Thanks,

   

  Volo Sports

• Initial Complaint

  Date:09/18/2024

  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.

  Volo sports in impossible to reach via phone. The baltimore phone line is disconnected. It is not possible to speak with a team member. I have filed multiple complaints with the company to no avail. They repeatedly stack games in such a way as to squeeze more games into a day than there should be. They intentionally squeeze 2 different season games into 1 night without notice or explanation then cannot be contacted to report these issues.

  Business Response

  Date: 09/26/2024

  To Whom it May Concern,
  
  Thank you for bringing this matter to our attention. We appreciate the opportunity to address the concerns raised regarding the scheduling of games.
  
  At Volo, we strive to provide a positive experience for all our players and teams. However, scheduling can be challenging, especially when factoring in external elements like weather conditions and field closures mandated by the city of *********. We take these situations seriously and do our utmost to reschedule games that have to be canceled due to inclement weather, as outlined in our weather policy, which each participant agrees to upon registration.
  
  Regarding overlapping games, we actively work with teams to find solutions that allow them to participate in both events whenever possible. Unfortunately, there are times when this is not feasible, and we sincerely apologize for any inconvenience this may cause.
  
  Additionally, I would like to clarify that our phone line is operational ************. We are committed to open communication and encourage our players to reach out if they encounter any issues.
  **** *****, a Volo ************** Member, called him on 9/18 and an agreement was reached.
  
  Thank you for your understanding and support. We remain dedicated to improving our scheduling processes and ensuring a positive experience for all our participants.
  
  Best regards,
  
  ****** *****
  Senior Vice President, National Operations at Volo Sports
  
  

  Customer Answer

  Date: 10/03/2024

  Volo Sports is a company run by questionable people and practices. They repeatedly delay safety decisions to prioritize profits. They list a phone line that goes unstaffed and is only answered based on voicemails. They do not offer live agent support. They also charge absurd prices that increase every other month, funneling profits made in ** to other state ventures, funneling our funding needed for improvements to other states. Other state Volo branches answer the phone and charge different prices. The pricing models change almost monthly, creating confusing prices. We also know from insider sources that donations received from players are funneled to other investments and not getting to the kids the funds are meant for. This company feels slimy and duplicitous in every action they take, and all of Baltimore shares this sentiment.

  Business Response

  Date: 10/15/2024

  Hello,

   

  Our Volo ************** called ****** ********* to discuss their options for scheduling and have reached an agreement. 

   

  Thanks,

   

  Volo Baltimore

• Initial Complaint

  Date:09/12/2024

  Type:Customer Service Issues
  Status:

  UnansweredMore 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 purchased a Volo Sports league pass on August 16th, 4 weeks prior to the September 12th deadline. My team was only notified that the venue for the entirety of the leagues duration was changed on September 10th. We have reached out to all email addresses given to us for questions with no response. We have phoned both the corporate and regional offices, as well as left messages with methods to return contact with no responses. By notifying the league so late of the venue change Volo sports did not allow the players a proper timeframe to choose not to participate and receive credit for a later league or different event pursuant to the terms of the contract . If Volo Sports were to respond to any of our messages we would be happy to reach an amicable agreement.

• Initial Complaint

  Date:12/19/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  Had signed up for the membership. I cancelled it and was told my last charge would be in September 2023. I confirmed this with them via email. However, they have continued to charge me membership fees and have not answered a single e-mail despite me attempting to contact them several times.

• Initial Complaint

  Date:11/16/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  Our game on 11/8 was listed as a forfeit by the other team so I did not attend. Much to my surprise, found out the next day it actually wasn’t so our team got the loss. These leagues are not cheap so requesting a partial credit for receiving misinformation this past week.

• Initial Complaint

  Date:11/08/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  We are currently registered in the league: Traditional Pickleball (2v2 Open) - Monday - *** ****** **** ****** (Lower East Side) - September 2023 As a group, we have played in a number of recreational pickleball leagues including ZogSports, and are extremely disappointed with the quality of this league. Please note the below grievances: The courts are not flat, which dramatically alters overall play in how the ball bounces. This also leads to increased risk of injury (sprained ankles, tripping, etc.) The courts are too close together. There is only 2 feet of space between the court we were playing on, and the court next to us. This led to multiple instances where we bumped into or were hit by other players on the court. This also dramatically increases risk of injury. There are obstructions near the court. On the court we played on, there was literally a big metal pole 6 inches from the side of the court. This also increases risk of injury and does not allow for proper play. One of the courts did not even have a real net. There were chairs in place of a proper pickleball net. This is unacceptable for a league that cost our entire team over $830. A single pickleball net can be purchased for $50 on ******. Overall, the above grievances are clear reasons as to why we feel uncomfortable playing in this league. The conditions provided by VoloSports not only create an unplayable environment, but an environment that greatly increases risk of injury for all players.

• Initial Complaint

  Date:10/30/2023

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  We are currently registered in the league: Traditional Pickleball (2v2 Open) - Monday - New Design High School (Lower East Side) - September 2023 As a group, we have played in a number of recreational pickleball leagues including ZogSports, and are extremely disappointed with the quality of this league. Please note the below grievances: The courts are not flat, which dramatically alters overall play in how the ball bounces. This also leads to increased risk of injury (sprained ankles, tripping, etc.) The courts are too close together. There is only 2 feet of space between the court we were playing on, and the court next to us. This led to multiple instances where we bumped into or were hit by other players on the court. This also dramatically increases risk of injury. There are obstructions near the court. On the court we played on, there was literally a big metal pole 6 inches from the side of the court. This also increases risk of injury and does not allow for proper play. One of the courts did not even have a real net. There were chairs in place of a proper pickleball net. This is unacceptable for a league that cost our entire team over $830. A single pickleball net can be purchased for $50 on Amazon. Overall, the above grievances are clear reasons as to why we feel uncomfortable playing in this league. The conditions provided by VoloSports not only create an unplayable environment, but an environment that greatly increases risk of injury for all players.

• Initial Complaint

  Date:10/23/2023

  Type:Product Issues
  Status:

  UnansweredMore 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.

  On September 14, 2023, I registered for a pickleball league through the Volo mobile app. I received a confirmation email for my pickle ball league containing the receipt for my registration. Registering for this league cost $80. On October 22 2023, I was going through my credit card transactions and noticed that I was charged $36 from Volo in both September and October. The Volo mobile app says I also signed up for a Volo drop in pass on September 14, 2023. I did not sign up for this pass and I don't have an email receipt for any of these transactions. I emailed Volo customer service on October 22, 2023 explaining this situation and asking if there was any way I could be refunded the charges in September and October for the drop in pass. Customer service responded to me and said that the minimum amount of time for this pass is 3 months, so they have to charge me for November 2023 as well. Since I did not sign up for the drop in pass, I would like a refund for the charges from September and October and I want this pass canceled. Additionally, charging customers without a receipt or notification is a terrible practice. Had I received a receipt, I could have resolved this much sooner.