ComplaintsforSinclair Broadcast Group, Inc.

• Initial Complaint

  11/10/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a year long subscription to Tennis Channel Plus on June 17, 2021. My access was cut off in early October 2021. There is no phone number for me to contact them and I have been getting a run around from their online support which has included 12 messages back and forth with no resolution. At first, they wanted me to change my password and I did that. Secondly, they were saying they had technical problem. Thirdly, they said I didn't have a valid account and to supply purchase information. Date, last four numbers of the credit card and amount paid. I supplied all of that information to the online customer service. Now they are ignoring me. My ask is that they reinstate my service and give me an extension for the month I have ben without service. Very shady operation and will not renew, but I want what I paid for. Thanks for your assistance.

  Business response

  02/01/2022

  Business Response /* (1000, 5, 2021/11/15) */ Tennis Channel's corporate office does not have access to Tennis Channel Plus accounts. We have reached out to our platform provider CLEENG for details for any account associated with the email provided in this complaint. We have attached a copy of the account information sent to us for that email that shows no subscription details associated with the account. Please note it is standard procedure to request a copy of the receipt to confirm the email address associated with the account is correct especially for those subscriptions purchased through a third-party such as Roku. In this case the consumer failed to provide the requested information, therefore CLEENG was unable to confirm whether the consumer's subscription is under a different email. We have requested a copy of the receipt directly from the consumer. Our email is attached to this complaint. In order to assist the consumer he will need to provide a copy of the receipt he received for his subscription. Consumer Response /* (3000, 7, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I provided the Roku invoice to The Tennis Channel already. They do not respond consistently to emails. I've attached the Roku invoice and Roku informed me the issue has to be resolved on Tennis Channel's side. Business Response /* (4000, 9, 2021/11/17) */ Tennis Channel's corporate office never has been contacted by consumer. In fact, he did not respond to our 11/15/21 email. Based on consumer's response here we have contacted our platform provider CLEENG and requested that they search for any Tennis Channel Plus subscription purchased through Roku associated with the name **** ******. They found his active subscription under **********@hotmail.com. Therefore, the only reason he was unable to access his subscription was due to providing the incorrect email address to access the account. Consumer has been provided this information along with instructions on how to properly access his subscription content. A copy of our email is attached to this complaint. BASED ON THE ABOVE INFORMATION - TENNIS CHANNEL HAS DETERMINED INABILITY TO ACCESS SUBSCRIPTION WAS BASED ON USER ERROR ONLY. CONSUMER HAS BEEN APPROPRIATE INFORMATION TO ACCESS HIS SUBSCRIPTION. Consumer Response /* (4200, 11, 2021/11/26) */ (The consumer indicated he/she DID NOT accept the response from the business.) I never received an email from the TC Corporate on 11/15/2021. I received the BBB email that day and responded. I have been going back and forth at least 20 times via email with TC Customer Support as they do not have a phone number listed and they keep asking me to download again and send my Roku invoice. I've done that 2 times. My email address of **********@hotmail.com was never used with Roku to purchase the TC subscription. Today, 11/26/2021, I changed my Roku email address to **********@hotmail.com to match the address on file with TC. I still can not access TC Plus. This is not user error. I was receiving TC Plus with the **********@gmail.com address for months until it was disconnected. Why doesn't TC just have someone call me to resolve? I don't have a number to call them. **** ****** ************* Business Response /* (4000, 13, 2021/11/30) */ In our response on 11/17/2021 we attached proof that the consumer's account was purchased using **********@hotmail.com. The attachment is still available to the consumer on this complaint. Further, we gave instructions that he needs to sign into the account using **********@hotmail.com and the password that he created - Roku did not not create the account for TC Plus, he did. His Roku email/password do not have anything to do with his TC Plus account. He must sign into the TC Plus account separately. All of our customer service for Tennis Channel Plus is provided by our platform provider CLEENG. Their LIVE CHAT can be reached at www.tennischannel.com/****. Once on that page click the green/white button in the lower right-hand corner of the screen and the chat window will open. Ignore the automated message and type LIVE CHAT, then click on the link in the next message. Provide Miles your name, the email address associated with the account **********@hotmail.com and request **** to access your account. Miles will connect you with a live representative, who can walk you through the process how to properly sign into your account. Consumer Response /* (4200, 15, 2021/12/04) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thanks for the information and the Live Support was able to fix the issue. I would not have known to type Live Chat to connect with support. I still have been without TC Plus for 2 months. Can you extend my subscription by 2 months? Business Response /* (4000, 17, 2021/12/10) */ Consumer was not without Tennis Channel Plus content due to any fault of Tennis Channel or CLEENG. His account was active and the content was available to him. Consumer's failure to access his content was due to user error only - he failed to provide the proper log in credentials when trying to access his account. Consumer already has been advised by CLEENG that this is User Error only and not eligible for any extension or partial refund. Consumer Response /* (2000, 19, 2021/12/14) */ (The consumer indicated he/she ACCEPTED the response from the business.) Again, this was not my error. They confused my email addresses as I was getting the service using my **********@gmail.com address for months. Horrible communication by Tennis Channel and bad customer service experience. I will take this to social media for commentary.

• Initial Complaint

  11/01/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sinclair owns or operates Comet TV. I have notified both these companies on advertiser Mortgage Modification Hotline ************ selling on Comet. I did research on this company and was unable to verify the company or phone number. This is a scam company and Comet TV/Sinclair probably do not want to be associated with such a group. This also will protect the consumers. See attached for history on situation

  Business response

  02/01/2022

  Business Response /* (1000, 16, 2021/11/30) */ We do not have an ownership interest in this advertiser, they simply may have purchased advertising on the network. Other entities that distribute Comet TV (like cable companies) have the ability to sell their own commercials for Comet TV, and as such I cannot confirm whether Sinclair/Comet sold the inventory or whether it was a different company as I don't know what affiliate the consumer is watching. We appreciate the viewer flagging this advertiser and we will bring this to the attention of our sales staff. It seems however that the issue is with the advertiser. Consumer Response /* (3000, 19, 2021/12/01) */ (The consumer indicated he/she DID NOT accept the response from the business.) I know the companies sell advertising space which is part of their income. However, shouldn't the company screen the advertisers prior to or after the time slot is sold. Sinclair/Comet should have an advertising policy or ethics that must be followed by the advertisers. In addition after my notifying these companies that they have a problem they should have checked out the situation before continuing the advertiser's broadcast. I sent both companies emails thru their website and also directly to Patrick B. with Comet TV. I get Comet via You Tube TV and have watched Comet on HULU. It should not matter what provider or supplier since Comet/Sinclair sold the slot. I do not think that Comet TV needs to be associated with these type of advertisers. The advertisers name or company is unknown but since it is on Comet that is what the public recognizes. In addition I should not have had to contact the BBB to get Sinclair to check the advertisers. From their comment I do not think they care or are concerned. Money in this case is the driving factor not the concern with the public. Greed is the most important to Sinclair/Comet. Business Response /* (4000, 21, 2021/12/10) */ The consumer states that he was watching via YouTube TV or Hulu. Those platforms use dynamic ad insertion, and as such comet did not sell or have any contact with the advertiser in question. The consumer should reach out to YouTube TV or Hulu if there is a concern with an advertiser on their platforms Thanks Consumer Response /* (4200, 23, 2021/12/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) How is the consumer supposed to know who agrees to use the ad. When watching Comet and then the movie is interrupted by a commercial or ad the public assumes that Comet is sponsoring or supporting the advertiser. Anyway the problem is now being handled by the BBB.

• Initial Complaint

  10/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Oct. 16 and 17, 2021 could not watch the Tennis Channel to watch semi-final and final tennis matches. Channel posted "play has concluded". There was no way to contact customer service except by complicated email instructions which was no help. thank you, ***** ****

  Business response

  01/25/2022

  Business Response /* (1000, 5, 2021/10/19) */ Tennis Channel's corporate office does not have access to Tennis Channel Plus accounts. All requests for support are handled by our platform provider CLEENG. CLEENG's LIVE CHAT is available to Tennis Channel Plus subscribers 24/7 for immediate assistance with their accounts. Subscribers simply connect by following the five steps below to speak with one of CLEENG's live representatives. 1. On a computer go to www.tennischannel.com/help 2. Click on the round green and white 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 a bot welcome message. Do not click any links. 4. Type Live chat and hit enter. 5. Click Chat With An Agent to be connected to a live rep for assistance. Please wait to be connected after giving "Miles" your name and email address associated with your account. PLEASE NOTE: These instructions have been sent directly to consumer's email provided on complaint.

• Initial Complaint

  10/08/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I had subscribed to Tennis Channel Plus in April. Since then I have had continual streaming issues. Every single time I attempt to watch one of the matches live, the screen freezes and/or buffers. I have 1GB so it is not on my end. I have gone through ALL the "suggested" remedies suggested by TC Plus. Nothing has improved. I cannot get in touch with anyone through chat; I have sent several emails to the support "team" and have received absolutely no response. I wasted my money and my time and have experienced incredible aggravation at the incompetence of this channel and the support is does NOT provide. There is no phone # to contact anyone. As I write this, I am waiting for someone to enter the chat room. That was 15 minutes ago. At this point, I wish to have my funds refunded. I have been patient for several months and TC Plus has not corrected their problem. They are a total ripoff.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/10/13) */ 08/26/20 - Consumer purchased TC+ subscription using ************************. He subsequently cancelled that same day using the live chat to speak with our platform provider's rep. Consumer made claim in chat that service dropped four times in a few hours. Consumer was fully refunded per TC+ refund policy. 09/25/20 - Consumer purchased TC+ subscription using *********************. 10/09/20 - Consumer contacted our platform provider's rep using the live chat again. Complaints regarding ****** ****** coverage (a full schedule including blackouts due to another network's exclusive broadcast rights was available to consumers prior to subscribing.) demanding a refund. The rep submitted a refund exception request for the consumer due to request being outside of refund policy. 10/24/20 - Consumer was notified request was denied due to lack of sufficient evidence to warrant an exception. Consumer's words to corporate correspondence "I can guarantee you will not have my business again after this." 10/30/20 - Consumer was notified that account had been refunded. 04/24/21 - Consumer purchased TC+ subscription using *************************. 09/15/21 - Consumer contacted platform provider using web form regarding streaming issue. 10/01/21 - Consumer contacted platform provider using live chat regarding streaming issue. Consumer advised issue was escalated to technical team, who were working on solution. 10/07/21 - Consumer contacted platform provider using web form regarding streaming issue (closed and merged into 09/15/21 transcript). 10/08/21 - Consumer contacted platform provider using web form regarding streaming issue (closed and merged into 09/15/21 transcript). 10/11/21 - As of this date consumer has not cancelled his account and is still logging into the account. We have attached the above information as well as details regarding the two separate accounts the consumer has used to purchase Tennis Channel Plus subscriptions. CONSUMER HAS PURCHASED A SUBSCRIPTION THREE (3) SEPARATE TIMES DESPITE REPEATED CLAIMS THAT THE SERVICE DOES NOT WORK. THE LAST ONE WAS PURCHASED 04/24/21 AND DID NOT REPORT ANY PROBLEMS UNTIL 09/15/21. SUBSCRIPTION #1 - REFUNDED WITHIN POLICY SUBSCRIPTION #2 - REFUNDED OUTSIDE OF POLICY *SINCE THIS ACCOUNT ALREADY WAS GRANTED A REFUND OUTSIDE OF POLICY, IT NO LONGER QUALIFIES FOR REFUNDS OUTSIDE OF POLICY*

*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. ↩