Complaints

• Initial Complaint

  06/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased ****** North American package that included ***, ****, all college and North American basketball games with film and analytics. I signed a one year contract on 8/8/22. *** and **** access was removed in January. I would not have purchased this if there was no *** access. I tried to reach out to the help chat online in January. I was finally contacted by Hudl in April. They will not give a refund even though they changed the service I was sold. I was only offered a discount if I renew service. My service clearly decreased because of lack of *** access but what usage I did have they said they would not offer a refund because I used the program. I WOULD NOT HAVE SIGNED A ONE YEAR CONTRACT IN AUGUST IF NO *** OR **** ACCESS WAS AVAILABLE!!!

  Business response

  06/12/2023

  By way of review, and in accordance with the contract the client uploaded to the platform, the consumer filing this complaint subscribed to premium access to ******** basketball content library. For ******, premium access meant access to all content in the ****** basketball library. The start date for this contract is 8 August, 2022. 

  In December 2022, ****** was acquired by Hudl. Upon learning that ****** made ***, * ****** and **** footage available to clients subscribing to content packages inclusive of this content, Hudl knew that ******** practices were misaligned with the terms of Hudl's agreement with the ***. That agreement provides Hudl with access to ***, * ****** and **** footage, acknowledges that Hudl will layer its data on top of the video, and stipulates that the video and data can be made available ONLY to ***, * ****** and **** teams. In summary, Hudl's agreement with the *** was in direct conflict with ******** practice of distributing ***, * ****** and **** footage to teams outside of those leagues. For this reason, Hudl made a decision to block access to this footage for subscribers that are not ***, * ****** or **** teams.

  As a next step, Hudl evaluated contracts signed by subscribers to the ****** platform. Those contracts stipulated that ****** would provide 1 country, 5 country, or premium/unlimited access to the ****** basketball library; however, the contracts did not stipulate specific leagues that would be available as part of those subscription packages. Based on guidance from its Legal Team, Hudl understood that blocking ***, **** and * ****** footage would not violate the terms of the contract with clients. In cases where teams subscribed to limited access to the library (1 country or 5 country), clients were permitted to replace ***, **** and * ****** with another competition. For premium/unlimited subscribers, Hudl's view is that they DO have premium/unlimited access to all content available on the basketball platform, but that should be understood to mean premium/unlimited access to all content that Hudl is ABLE TO MAKE AVAILABLE TO CLIENTS. Per the terms of its agreement with the ***, ***, **** and * ****** footage is not footage we are able to make available to clients outside of those leagues.

  While we understand the frustration that the complaining consumer is expressing, Hudl's position aligns with the terms of the contract signed by the consumer, and adheres to Hudl's agreement with the ***. 

  I would urge the BBB to reach out to me, Chris ******* (**********************) if you have any questions, or would like additional detail.

  Thank you for your consideration of this matter. 

*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. ↩