ComplaintsforSinclair Broadcast Group, Inc.

• Initial Complaint

  06/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  on 3/15/2024, I subscribed to Tennis Channel and paid $109.99 for the one year subscription. When I tried to set up the login, I found out that there is no carrier in our area allows us to watch Tennis Channel program. So I cancelled it right way, on the same date (3/15/2024). Please see attached email confirmations for both the subscription and the cancelation with dates on. I have never used the subscription. I called Tennis Channel at ###-###-#### and left messages. No one called me back. I ask for the full refund for the services did not work for us, we were not able to use the service at all. I ask for the full refund back to my original payment method, on my credit card.

  Business response

  06/06/2024

  Hi ***,

  Our records show that we have canceled and refunded your subscription as on March 29, 2024 please see screenshot attached! We do not automatically refund customers as stated in the Terms of Service you have to email us requesting a refund. If you need any further assistance please let us know! 

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a subscriber to Tennis Channel Plus and have not been able to use it for over 2 weeks, because of an issue with sign in. I have called, emailed, used their customer service chat feature, submitted multiple service requests, sat on their customer service line for hours, and gotten no assistance with what is a very simple issue - should take only a few minutes to address. Their customer service is egregiously bad. If you on their customer service line, it repeatedly gives you false information with where you are in the queue for customer service.

• Initial Complaint

  02/23/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I renewed my annual subscription to Tennis Channel Plus in May 2023. In November 2023 my access was cut off with the message that my subscription had expired. After providing proof of my subscription my account was restored. It took 3 days because you can only email them and they take at least 24 hours to respond. On 2/15/2024, my access was again cut off with the same message that my subscription expired in May 2023. I’ve provided all of the exact same proof multiple times,(support ticket #********), but they continue to say they can’t find the account, and that their finance department is still “looking into it”. I asked for a manager to intervene, but there has been no response to that email request. Nine days and counting is too long to be without a service I’ve paid for. Thank you.

  Business response

  03/18/2024

  Hi *******,

  Our records show that we have fixed your streaming issue and you have full access to stream The Tennis Channel Plus app. Please contact us directly if you're still having issues streaming Tennis via our app.

   

  Best,

  TC Support

• Initial Complaint

  03/16/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 22 2023, I paid $100 for the streaming service Tennis Channel + in order to watch a tournament that is ongoing. Yesterday March 15 2023, the video for the service began to cut out rapidly and intermittently, making the matches unwatchable. I have attempted to reach customer service both on the phone, on twitter, and through their help page chat box. All paths are dead ends with no ability to lodge a complaint, have questions answered, or any attempted resolution. There are multiple people complaining about this issue on the Tennis Channel's twitter profile. I am not the only one. This business has taken customer's money without any accountability to the quality of service they are providing. I am unable to use the service that I have paid for, and there is zero recourse or accountability. I would like a refund or better yet, I would like for the service provider to fix the feed to the *ONLY* product that they offer! It is unacceptable to have no access to customer service. My receipt number is *********** 

  Business response

  03/27/2023

  On March 16, 2023 11:22 AM PT, our corporate office received the following message from a female caller Unavailable <+*********91> "It's really, it's really difficult being routed to a comment answering machine. I know that whoever's running the Twitter channel can see that people are really upset about the feed cutting out every five seconds at Indian Wells on Court One. Why are we paying for the service if the service is faulty? And frankly, the help section on the website is gaslighting because it implies that if there's any problems with the seed, it must be on the user's end. And that's simply not the case. And this hasn't been a problem for the entire tournament. And now that we're in the finals, it's all of a sudden an issue on Court One will someone please just fix the feed? Like, it can't be that hard. It's 2023." Our technical team was aware of the issue and it was resolved. On March 16, 2023 12:53 PM PT, one of our voicemail operators returned the call and left a message that the technical issue had been resolved. Had the caller left her name and email address associated with her Tennis Channel Plus account, she would have received this information via email instead.

  NOTE: Our corporate office does not have access to Tennis Channel Plus accounts and cannot provide support. Subscribers can contact one of our platform provider CLEENG's live representatives by following the directions exactly as outlined below:

  1. On a computer go to www.tennischannel.com/help
  2. Click on the round button with a question mark on it located in the lower right-hand corner of the screen.
  3. A chat window will pop up with an automated welcome message. Do not click any links.
  4. Type LIVE CHAT and hit enter.
  5. Click the Chat With An Agent link. Be sure to provide your name and the email address associated with the account to be connected to a live representative. Please note you may be “on hold” while a representative is assigned to your chat.

• Initial Complaint

  03/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Hello, I would like to complain about Tennis Channel services as they are not what I was expecting. I wake up this morning with the terrible news that this service is no longer supported by **********. This is very disappointing and frustrating. Watching in my TV is what I want, and I don't want to pay for another type of device that supports the app, or any cables to connect my computer. They have ruined my happiness of watching tennis. The worst part is that I'm stuck with them for a year. I hate that I paid for it, I hate the service, and they only give you one day to be able to cancel your whole year payment. I would like to request my refund as I am not happy with the service. Main issues: First of all the quality of the broadcast is capped to 720p , there is no real HD in this service. The second part is this problem now of not being able to cast the app into my television because they decided to stop providing the option to use **********. Please, understand where I come from, this is very disappointing and I'm pretty sure they won't do anything to help me as a customer. Please help me with my refund, I don't want to be part of this terrible service. They may just charge me for one month of use, but please the rest just give it back to me, I'm not in a situation to spend money in things that don't work or satisfy me. Please support

  Business response

  03/03/2023

  February 11, 2023 subscription purchased
  February 20, 2023 subscription cancelled
  When a Tennis Channel Plus subscription has been cancelled, the subscriber has access until the end of the billing period. This is standard to online subscriptions and the terms that consumers agree to when subscribing. Our website specifically states on the How To Cancel Subscription instructions “NOTE: Cancelling your subscription doesn’t mean that you’ll automatically be granted of refund.”  Per our refund policy, only subscriptions that are cancelled within 24 hours of initial purchase are refundable and prorated refunds are not included in the terms of the subscription. Our cancellation and refund policy is available to consumers prior to purchasing a subscription.
  March 2, 2023 subscriber contacted Tennis Channel’s corporate office stating “Hello, I wake up this morning with the terrible news that your service is no longer supported by **********…” Subscriber was informed more than once ****** ********** is not a supported device and never has been. Confirmation was provided in the form of a link to the TCP FAQs, which are available to consumers prior to purchase. (see attachment marked backup 1)
  ****** **********’s own website confirms that the Tennis Channel app is not a ********** compatible app (see attachment marked backup 2)
  Tennis Channel’s corporate office does not have access to Tennis Channel Plus accounts and cannot issue refunds. Subscriber was given instructions to reach a live representative for support, which is provided by our platform provider CLEENG.

  Customer response

  03/07/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  The service was supported in ********** with the function of "Cast" from the Android mobile app. What they did is that they updated the app and disabled the "Cast" on Android devices. 

  I'm rejecting their response because they are treating me as if I'm crazy, when they don't know how their service worked. 

  Without the "Cast" functionality they are forcing me to either spend more money on an ***** Tv, an ****** **** *****, or more hardware. If the  "Cast" function wouldn't be working since the beginning I would've cancelled before 24hrs. 

  I would like to come to an arrangement as I am not satisfied with the service, and I can't use it as desired anymore. You can charge me for one or two months if usage, the rest please refund me. Also their attitude reflects very bad customer service principles. 

  Additionally, I requested full refund and their financial team rejected it.

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

  Business response

  03/12/2023

  In specific response to consumer's statement on March 7, 2023 "The service was supported in ********** with the function of "Cast" from the Android mobile app. What they did is that they updated the app and disabled the "Cast" on Android devices." and consumer's statement on March 3, 2023 “I wake up this morning with the terrible news that this service is no longer supported by **********.”, attached is a screenshot from the ****** Play app store showing the Tennis Channel app was last updated on February 22, 2023 [attachment 3]. Consumer’s claims that the Tennis Channel app suddenly stopped supporting ****** ********** already were proven to be false as evidence was submitted that it is not a supported device both from the Tennis Channel FAQ page and ****** **********’s compatible apps page [attachments 1 and 2].

  Further consumer already had cancelled his Tennis Channel Plus subscription on February 20, 2023, which was more than a week prior to his claim that ****** ********** was no longer supported [attachment 4]. Consumer was notified by our platform provider ****** via email on that date “This is to confirm that your subscription to Tennis Channel Plus has been cancelled. You will have access until February 11, 2024, at which point the subscription will expire.”

  Consumer has not provided any evidence to support his claims.

  Consumer’s claim that he is due a refund is due to ****** ********** not being supported as of March 2, 2023. Based on proof from both the Tennis Channel FAQs and the ****** ********** compatible apps webpages that ****** ********** never has been a supported Tennis Channel app device and that consumer already had cancelled his Tennis Channel Plus subscription more than a week prior to that date, we find no evidence existing that warrants a refund exception in this case.

  Customer response

  03/13/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I am not fully satisfied, but I don't see where this could be good for me. I didn't take screenshots or video when I was using my ****** **********, I never thought this would turn this way. 

  This company and service still needs to be punished somehow by their tight rules, their lack of commitment to the customers, and their low quality service. 

  They are bad people, you can see it in their reviews, ratings, etc. I'll move away with a bad experience, I don't want to fight, but it is important to know that this company and their people are just abusers, and inherently bad. And I will never use this service again. 

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

• Initial Complaint

  02/07/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hello, This complaint stems from the Tennis Channel providing a paid app which hardly ever works. Access to this app costs $110 a year. When the app goes down which is at least once a week there is no customer service to reach out to. Nobody to help and nobody to contact.

  Business response

  03/09/2023

  Tennis Channel's corporate office does not have access to Tennis Channel app/Tennis Channel Plus accounts. For immediate assistance, please contact one of our platform provider ******** live representatives by following the directions below. They are available to assist you 24/7.
  
  On a computer go to **************************
  Click on the round button with a question mark on it located in the lower right-hand corner of the screen. Do not use the submit a request button.
  A chat window will pop up with an automated welcome message. Do not click any links.
  Type LIVE CHAT and hit enter.
  Click the Chat With An Agent link. Be sure to provide your name and the email address associated with the account to be connected to a live representative. Please note you may be “on hold” while a representative is assigned to your chat.
  We also have attached instruction on how to access your Tennis Channel Plus content.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the year 2022 we paid for the tennis channel plus hoping to watch the Australian open. when we discovered we couldn't, we attempted to cancel within 24hrs of signing up. After a very frustrating experience of attempting to get a refund, we gave up and resigned ourselves that we had paid for a subscription we could not use, we stream shows we do not have a cable service. We were assured the subscription for 2023 was cancelled & would not charge, well, it did! Now, in the year 2023, we are going through the same run around to get a refund. We are being bounced around between ******* accounts where we paid for the app using ****** which has a ******** card on file, and the tennis channel. We are looking for a refund of $117.41 order id: Order ID ***************** under the account of ******* ***********

  Business response

  02/03/2023

  Tennis Channel’s corporate office has been in communication with the consumer since 01/25/23 trying to resolve this matter to get a refund processed as the subscription purchased in 2022 had been cancelled and an auto-renewal should not have been charged by *******. Tennis Channel also provided the consumer with free Tennis Channel Plus subscription for all the trouble they had experienced thus far. After the consumer notified Tennis Channel’s corporate office that ******* had not yet refunded them, Tennis Channel contacted ******* directly and has been working diligently to get the consumer refunded. The consumer will be receiving a refund.

• Initial Complaint

  01/25/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  My son used my credit card to get Bally sports on my t v. I could not get on my tv so cancelled after 1 hour of having this app. I contacted ballys they told me to send my information so I did. They replied back they were not gonna credit me by $205 dollars. It was one hour after he purchased . If I can't use it why should I have to pay for it. Poor costumer service and horrible app and contact information to search for.

  Business response

  02/01/2023

  A full refund was processed on January 26th

  Customer response

  02/02/2023

  
  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

  01/21/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I'm just trying to unsubscribe to the tennis channel plus service and have hit so many roadblocks it's ridiculous. The first problem was I have forgotten my password and tried to reset it. I used the reset button 5 times entering my email and was never sent the instructions to reset to my email. I auto generated my email off of my laptop so I know it was correct. Plus, I double checked it and checked my spam just in case. Then when I looked up a phone number on the internet to call it was no longer in service. I sent an email through their service, ****** ******** but have not gotten a reply. I tried calling their billing number that I got off the internet and they only allowed me to leave a voicemail and I have not received a call or email back. At this point, I am going to call my credit card number and block the payment. Crazy.

  Business response

  01/24/2023

  This consumer called Tennis Channel's corporate office on 01/21/23 and left a message on the Tennis Channel Plus voicemail. That same day an email was sent to the consumer that included instructions how to unsubscribe as well as how to reach technical support. (Attachment 1)
  
  This consumer also submitted comments to Sinclair Broadcast Group on 01/21/23, which was forwarded to Tennis Channel's corporate office on 01/23/23. Another email was sent by Tennis Channel's corporate office that included instructions how to unsubscribe as well as how to reach technical support. Consumer received the email as confirmed by her response. (Attachment 2)
  
  This issue was resolved as Tennis Channel's corporate office sent her instructions how to unsubscribe and how to reach technical support both on 01/21/23 and 01/23/23.
  

  Customer response

  01/25/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  In my original complaint I addressed the issue of not being able to receive the password reset instructions. Your email with instructions you sent me twice to cancel my account start with "sign in to your account". If I could do that, my issue would be resolved. I have asked for a phone number for technical support or to just unsubscribe over the phone and have not received either. If you look back on my original complaint I tried several times to use your reset tabs on your website with no luck. I double and triple checked my email to make sure it was correct and checked my spam/junk mail account also. Obviously, I received the two emails you sent after my complaint so my email is correct.

  Business response

  01/30/2023

  Both emails that were sent to the consumer on 01/21/23 and 01/23/23, which were attached to our original response and again to this response, both state "Our corporate office does not have access to Tennis Channel app/Tennis Channel Plus accounts. You must contact one of our platform provider CLEENG’s live representatives..." and both included instructions how to reach them, which we are including again below.

  1. On a computer go to www.tennischannel.com/help
  2. Click on the round button with a question mark on it located in the lower right-hand corner of the screen. Do not use the submit a request button.
  3. A chat window will pop up with an automated welcome message. Do not click any links.
  4. Type LIVE CHAT and hit enter.
  5. Click the Chat With An Agent link. Be sure to provide your name and the email address associated with the account to be connected to a live representative. Please note you may be “on hold” while a representative is assigned to your chat.

• Initial Complaint

  09/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a subscription to Tennis Channel on August 21st in preparation for the U.S. Open. I purchased it based on the advertising on the website home page, which gave the impression that I would be able to watch the U.S. Open. When the Open began on August 29th, I learned that Tennis Channel doesn't have the broadcast rights to the Open. Its marketing was deceptive and misleading. I didn't discover the deceit until I tried to log in to watch the Open on August 29th. When I complained to Tennis Channel, I discovered that I was only entitled to a refund for 24 hours only. I believe this is consumer fraud because it was not clear on the site that I wouldn't be able to watch the most important matches because the Channel lacks the broadcast rights. I was only able to watch the unimportant, non-prime-time matches and video tapes. The Tennis Channel can easily tell that I did not use the site until the U.S. Open began, and yet I'm being penalized because of its deceptive marketing. I should have been warned before the purchase. No where on the homepage was there notice that I could watch only a minor portion of the Open on the Channel. I think I should be entitled to a refund because it's clear that I didn't even try to use the website until the U.S. Open began.

  Business response

  10/07/2022

  Business Response /* (1000, 5, 2022/09/05) */ 1. Our platform provider CLEENG could not find any account associated with the email address provided by consumer. Screenshot provided on attachment 2. Information regarding Tennis Channel Plus content is available to consumers prior to subscribing. Our Tennis Channel Plus subscription page ************************************** states "Stream over 4,500 live and on-demand matches from over 100 ATP & WTA events. Also enjoy up to 12 courts from ****** ******* Visit http://tnns.ch/schedule for a complete list of tournaments available on Tennis Channel Plus." On the TC Plus Tournaments page the US Open is not included on the list of TC Plus Tournaments as ESPN has exclusive US broadcast rights for the 13th consecutive year. Further on the TC Plus Tournaments page is a banner, which was added prior to the US Open, that provides information about US Open coverage. Screenshots included on attachment Consumers are directed to this webpage prior to subscribing so they are aware of what the subscription contains. Consumer Response /* (3000, 7, 2022/09/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) 1. I subscribed using a Mozilla alias email address - *********@mozmail.com - not my regular email address. The alias email address was visible at the very top of the copy of the subscription response email that I provided below. 2. As I've stated repeatedly, I subscribed to Tennis Channel in preparation for the U.S. Open. I didn't attempt to use the site until the Open started on 8/29. That is when I discovered that the Tennis Channel didn't have broadcast rights to the Open. I couldn't watch any of the prime-time matches, which made the subscription unusable to me. The IT department at the Tennis Channel should be able to verify that I didn't use the Channel at all prior to the U.S. Open beginning. How could I ask for a refund until I knew that it wouldn't work for me? I believe the Tennis Channel fraudulently advertised that it could provide U.S. Open coverage when it couldn't. At the very least, the website advertising for the U.S. Open should have had a warning banner, noting that most matches at the open could not be viewed through the Tennis Channel. I would never have subscribed had such a warning been provided PROMINENTLY on the TC website, like it should have been. To list the U.S. Open as one of its sales features is misleading advertising. Business Response /* (4000, 9, 2022/09/09) */ 1. Our platform provider CLEENG has confirmed the account associated with the email provided in the response was purchased 08/21/2022. 2. As clearly shown on our original attachment our subscription page states Visit http://tnns.ch/schedule for a complete list of tournaments available on Tennis Channel Plus. Nowhere on this list does the US Open appear as being available. 3. As clearly shown on our original attachment there is a banner regarding the US Open and information on the website "Tennis Channel Plus and Tennis Channel won't have broadcasting rights to the 2022 US Open as ESPN is presenting it for the 13th consecutive year." Based upon the above information and the attached screenshots from the Tennis Channel website, consumer's claim "Tennis Channel fraudulently advertised that it could provide U.S. Open coverage when it couldn't." is unfounded. 4. Tennis Channel's corporate office does not have access to Tennis Channel Plus and cannot issue refunds. The consumer is required to contact CLEENG to request a refund via the live chat window at www.tennischannel.com/help or email *******@cleeng.com Consumer Response /* (4200, 11, 2022/09/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) I think Tennis Channel should instruct ******* whom they've obviously have an ongoing contract, to provide me with a refund. If Tennis Channel did this, there would be no dispute from CLEENG. I will do as instructed and request a refund from CLEENG, but I ***'t think they will provide it unless Tennis Channel provides authorization, since Tennis Channel is their client. Regarding the screen shot provided by Tennis Channel showing the tournaments covered: I never saw this page because I didn't think to look for it because of the box highlighted on the website home page that showed the "New U.S. Open 2022." I ***'t think it's unreasonable to expect a consumer who has never subscribed to Tennis Channel before not to know that it hasn't had broadcast rights for 13 years. I saw the U.S. Open highlighted on the home page and thought it meant I could watch it via the Tennis Channel. I still think Tennis Channel should instruct CLEENG not to accept subscriptions from consumers without first providing a warning that not all matches can be viewed on the Tennis Channel. That is just common courtesy, and the fact that Tennis Channel/CLEENG didn't provide such a warning suggests that they were only interested in gaining money from subscribers regardless of whether they provide the service advertised. That is at best deceptive advertising. Business Response /* (4000, 13, 2022/09/13) */ Tennis Channel's corporate office is unable to process refunds since we do not have access to Tennis Channel Plus accounts. All refund requests including refund request exceptions for anything outside of the refund policy must be processed through CLEENG.

*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. ↩