ComplaintsforNational Hockey League

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  How do you air such a disgusting commercial full of **** and torture (thanksgiving movie) during your games? Complete filth with blood spattering and people in ovens and frozen to deathwtf that is absolutely unacceptable. Im trying to watch your sport with my young daughters and because of that horrible garbage commercial they never want to watch hockey with me again. Drop that sponsor or tell them to chill tf out with their ads. The brainwashed masses will still go watch that trash before it influences them to carry out violence in their personal lives, without full **** needing to be in a commercial that normal families have to suffer through.

  Customer response

  12/08/2023

  Better Business Bureau:
  
  At this time, I have not been contacted by National Hockey League regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

  Business response

  01/17/2024

  We write in response to the BBB complaint,dated November 13, 2023, initiated by customer ********************* (#*********. We deny any allegation of wrongdoing.
  
              It is not at all clear from the complaint which game the complainant is referring to (or from which broadcasting service such game was viewed).  That said, as a general matter, broadcasters are responsible for placing advertising content in connection with broadcasts of NHL games and the NHL has no transparency into such practices.
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer response

  01/22/2024

  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 and the matter has been resolved.
  
  Sincerely,
  
  *********************
  
  
  
   
  
  

• Initial Complaint

  03/28/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  As a loyal supporter of my local team and a long time season ticket holder, I am so disappointed to see the NHLs increasing advertising from and linkage with the online betting industry. Why does the NHL choose to partner with such an industry? It taints the game and the league. The advertising is so unpleasant and incessant that *** stopped watching televised games and Im hesitant to renew my tickets for next year. Hockey has had a great deal of negative press in the last few years. Why make it worse by linking the game and the league to online betting?Thanks for reading my request.*************************

  Business response

  04/04/2023

  We write in response to the BBB complaint, dated March 28,2023, initiated by ************************* (ID# *********. The NHL confirms that it has received the complaint and acknowledges the customers views. The NHLs decision to do business with companies that promote sports betting is made in the NHLs business judgment and in accordance with relevant laws, rules, regulations and policies, as is the case for individual broadcasters and media companies for the specific advertising they run during their NHL broadcasts and coverage.  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly. Please feel free to contact us if there are any questions or further discussion is required.

  Customer response

  04/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [The NHL's answer is " we are legally allowed to accept sports betting advertising and we will continue to do so". The issue is their actions are wrong for the game of hockey, for the fans, the families that attend and watch broadcasted games, and society in general. It's so disappointing to receive such a disrespectful response.

  The league believes it's legally right to be morally wrong. You're losing loyal longstanding season ticket holders and fans one mistake at a time.

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  03/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  The NHL just signed a 10 YEAR DEAL with Fanatics to make them the official jersey supplier of the league. This is very upsetting and honestly they should be embarrassed. Fanatics jersey quality *****, feel cheaply made and fit between authentic jerseys and Chinese knock-offs. I dont know how jersey quality has been decreasing year over year, I bought a jersey ~5 years ago with the jersey straps on them and strings and now we get Fanatic jerseys???? Honestly, it shouldn't suppose me after hearing the commissioner ******* say that polls have shown that fans find games more watchable with digital ads all over the boards rather than the real ones. This is just another item on the list showing how out of touch him and the entire league is. I mean look at them ditching ESPN for Versus, which killed the growth of the game going from a huge national station to a smaller one. NHL just keeps making decisions based on money and whats gonna give them the biggest bag, Fanatics probably gave them an offer they couldnt refuse after selling crappy quality jerseys for $280 and making huge margins on it. Now I know to buy my jerseys this year since I wont be buying them for 10 years.

  Business response

  03/30/2023

  We write in response to the BBB complaint, dated March 21, 2023, initiated by ******************* (ID# *********. The NHL confirms that it has received the complaint and acknowledges the customers views.  The selection of Fanatics to become the NHLs new official on-ice uniform outfitter and supplier of authentic jerseys at retail beginning in the 2024-25 NHL season was made in the NHLs business judgment for a variety of reasons, including Fanatics experience in making a growing collection of sports performance and technical products.  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact us if there are any questions or further discussion is required.

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Hello and happy Friday! I wanted to please reach out because I attempted to contact your corporate office However, you guys are currently closed.I wanted to please reach out and just expressed my concerns regarding some thing I had come across that was really disturbing. Recently I found out its somehow tradition to throw animals at your hockey games, especially octopuses.However, in the past, there have been many other animals as well, such as chickens, catfish, squid, etcI believe we can all agree thats extremely cruel and unfair, we are civilized humans and are just trying to progress forward to teach our families better, and to be more sympathetic and empathetic towards others, especially animals.I understand that some people may not be used to those types of animals however, imagine if youre on pet whether it be a dog, cat, hamster, or anything else was thrown at a game, thats not cool at all.

  Business response

  02/13/2023

  We write in response to the BBB complaint dated January 3, 2023 initiated by *************************** (#********).  The NHL has investigated this matter and we deny any allegation of wrongdoing.
  
  We do not condone the throwing of animals onto the ice during NHL games or at any other hockey-related event.  The NHL explicitly prohibits fans from bringing to NHL games any projectiles and objects that could be used to disrupt game play, including animals intended to be thrown onto the ice.  Additionally, the NHLs long standing and widely adhered to Fan Code of Conduct specifically states that fans may not engage in throwing objects while attending an NHL game or otherwise interfere with the NHL game in any manner. 
  
  The consequences for violating the Fan Code of Conduct and other arena-specific rules to which fans may be subject,include, without limitation, potential immediate ejection from the applicable NHL arena.
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact us if you have any questions or wish to discuss this matter further.
  
  
  Sincerely,
  *****************************
                
  Counsel

  **************************************

• Initial Complaint

  11/22/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Why, should a fan of an original six team, be required to stay up until 10:30 pm eastern time, to watch their home team play hockey. On a Saturday night. We could have played this game during the day. I pay so much money, and pay SO MUCH PERSONAL TIME, to this team, and the NHL. *********************** HAS TO GO. This doesn't end here. Don't F with NYR fans. This isn't over.

  Business response

  12/13/2022

  We write in response to the BBB complaint,dated November 22, 2022, initiated by customer ************************* (#*********. The ******************** denies any allegation of wrongdoing.
  
  While not entirely clear from the complaint, it appears that the game that the complainant is referring to is the matchup between the New York Rangers and the San **** Sharks on Saturday, November 19.  That game took place at the ************************** arena (the Sharks home arena) as part of the Rangers ********** schedule.  As the home team, the start time for this game took place at the Sharks preferred start time.  Moreover, regular season games in the Pacific Time Zone typically do not start earlier than 10:00pm ET/7:00pm PT. 
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer response

  03/09/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  As an east coast hockey fan, I find it cruel that west coast teams cannot start even just one hour early so that we can view the games at a more tolerable 9pm eastern.  Especially if the fans are young, it is unfair.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a yearly subscription to watch NHL.TV for the entirety of the 2022-3 season. The streaming has been horrible. Among the many issues, games cannot be accessed as it continues to not recognize my login information ( though logged in - the app continues to reset my login while using), no streaming feeds in some cases, parts and end of games are not broadcast, and no audio for periods at a time. I paid $99 for the year of viewing and I have yet to see a complete game without issue.I have contacted NHL.TV in detail and the first response I received was a bot offering troubleshooting suggestions followed by a statement saying my it (= my long list of issues) had been resolved. Another subsequent email received a response saying that the issues were being sent to the appropriate section (over a week ago) and no response since then In spite of new complaints, including video sample, of the additional problems I have encountered since my initial contact. This is the only service offering NHL access for overseas viewers and I hope every day they fix the problems because I have never missed a season. Also, if I request a refund, it is not available as per their contract. I am also unable to join again if I cancel my subscription ( even if a refund were an option). My only hope is that you can help me contact them to resolve their issues before any more of the season passes.

  Business response

  11/10/2022

  We write in response to the BBB complaint,dated October 24, 2022, initiated by customer ********************* (#*********. *********************** and its customer service department is currently operated by ************* LLC (Sportradar) and its merchant provider, ************ (******) on behalf of the NHL. ****** has investigated this matter and while we apologize for the inconvenience, we deny any allegation of wrongdoing.
  
  NHL.TV was completely re-designed and re-launched in October as a new application. ****** has advised that many of the issues raised by the complainant have already been addressed, while certain technical issues are still being worked through as expeditiously as possible.  Notwithstanding the foregoing, ****** offered the complainant a refund of his subscription that he declined. 
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer response

  11/23/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  ** * ******** ** ***** ********** * * * * * *** ***************************** *** ********** ***** ** ****** ******** ***** ********************* ****************** ***** ******* ******** *** **** ***** ** *** ***** ********** *********************************************** ******** ** * ********

  
  

  To whom it may concern,

   

  I have just received an email from BBB stating that We have no received your response to confirm this complaint has been resolved.  I was not aware that I needed to respond but would like to update you on the most recent contact from the NHL.TV Support Leader. 

   

  In all honesty, the service (=broadcast of the games) has improved greatly from the start of the NHL season (and the time I felt forced to contact BBB).  My issues continue to be with the marketing and sales of a product that does not work as they claim it does and the assumption (as indicated in their email below) that customers should be patient (and keep paying full price) until they can resolve all of the bumps/issues that they agree are happening.  I have included the final 3 exchanges between NHL.TV and myself.  Though they offered the option of a refund, my true concern with accepting their offer of a refund is that it will end my service and access to viewing NHL games through their service (even though it is slowly improving).  This streaming service is the only option for watching NHL games in ***** and therefore I dont want to accept this offer.  I would rather suffer with the wait for them to fix their technical issues (however upsetting and unfair I feel that this is).  I should mention (as I do in my response below), I never asked BBB or NHL.TV for a refund (out of fear of losing this streaming service) though they seem to keep pushing it as their only choice of resolution. 

   

  I am content with the improvements to their streaming service, however, I still believe that companies like NHL.TV should not be allowed to misadvertise and market their product without some sort of repercussions.  I do not feel that it is fair for the customer to have to pay for a service that is not completely functional without any compensation.

   

  If you have any questions regarding my email, please contact me at this address and I will do my best to explain further.

   

  Best regards,

   

  *********************

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  01/24/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am a Season Ticket Holder with the ********* Predators, with 2 seats on my account. A regular hockey season run 82 games, 41 of which are played at home. Every season, I pay for and receive 2 tickets to 41 ********* Predators' home games. Recently while looking at my account, I noticed that my account was missing my tickets for the ********* Stadium Series game, hosted by the NHL on February 26th. So this season I only received tickets to 40 games, despite paying for 41.When I reached out to my Predators Sales Rep, I was informed that this game is hosted by the NHL, and the Predators are not able to assist me with this issue. She said the issue was outside of their control, as the NHL decided to make STHs purchase tickets to this "home" game. My Sales Rep did not have any way to reach out to the NHL directly. I went to the Contact Us page on ***********, but that only provides contact information for NHLTV, which curtly responded they can't help, nor provided contact information of someone who could assist. I even tried reaching out on ******* to both ******* (Public Relations) and ****, and neither has responded.I have tried to resolve this by contacting the NHL directly, but I have had no luck. I am hoping that by reaching out to the BBB, that maybe someone with the NHL will hear my complaint. The total cost per game for the 2 tickets in my account cost approximately $49, but in order for me to purchase 2 tickets to the Stadium Series game, it will cost me over $250. Considering that the ************** (location of the Stadium Series game) has a capacity ****** seats larger than the ***************** (the Preds home ice), even if every season ticket holder received the tickets they paid for, the NHL would still, at a minimum, have over ****** tickets they could sell to non STHs! It is shameful and greedy that the NHL is forcing its most loyal fans, STHs, to pay for the 41st home game which has always been included with the season ticket accounts.

  Business response

  03/01/2022

  We write in response to the BBB complaint, dated January 24, 2022, initiated by *************************** (#********).  The NHL has investigated this matter, including consulting with the ********* Predators,and we deny any allegation of wrongdoing. 
  
  The terms of the ********* Predators season ticket holder subscription agreement (Predators Season Ticket Subscription Agreement) into which, according to the ********* Predators, complainant entered on February 28, 2019 for a three (3)-year term that covers the current 2021-22 ********* Predators season states in pertinent part: 
  
  I acknowledge and agree that the tickets being purchased through my Account are solely for applicable games presented by the ********* Predators and played at ***************** and, for the avoidance of doubt, shall not include tickets,or the right to purchase tickets, to any other event or game, including, but not limited to any NHL European Global Series Games, NHL ***** Games, NHL Winter Classic, NHL Heritage Classic, NHL Stadium Series, NHL All-Star or NHL Draft event (League Special Event) held in the ********* Predators market or hosted by the NHL at ***************** or otherwise in which the ********* Predators participate. I acknowledge and agree that the ********* Predators and/or the NHL may cancel, postpone, reschedule or relocate games or events for any reason (e.g. move a regular season game of the ********* Predators from the ***************** to an alternate venue for the purposes of playing a League Special Event), as determined in its/their sole discretion, as well as to modify or discontinue, temporarily or permanently, any aspect of the rules,operations and presentations of NHL games and events (Preemption). In the event that any game or event for which the tickets hereunder have been sold to me is cancelled, not played or presented in ***************** for any reason,including, but not limited to, a work stoppage, strike by or a denial of employment during a labor dispute of the National Hockey League PlayersAssociation or the members thereof (Work Stoppage), Preemption or any act of God, war, terrorism, civil commotion, weather or other occurrence outside of the ********* Predators control (collectively, Force Majeure Event), such cancellation shall in no way be deemed, argued or construed to be a breach by the ********* Predators or the NHL of any terms, conditions, agreement or any other duties or obligations in connection with the sale and use of these tickets. I hereby waive and release any and all claims I or my Guests may have against ********* Predators, the NHL, ***************** or the owner of ***************** with respect to such game(s) or event(s) cancelled, not played or presented at *****************. If any game or event for which the tickets hereunder have been sold to me are cancelled and not thereafter played or presented in ***************** because of a Work Stoppage, Preemption or Force Majeure Event, I accept that my sole remedy shall be as follows: the ********* Predators and I will work in good faith to determine an appropriate make-good for me. In the event an appropriate make-good cannot be mutually agreed upon, then the ********* Predators shall prorate the License Fee attributable to the Operating Year affected by a Work Stoppage, Preemption or Force Majeure Event, in accordance with the formula below, but the ********* Predators shall not otherwise be liable to me in any manner whatsoever.
  
  The preemption of a ********* Predators regular season game for the outdoor NHL Stadium Series game falls squarely within the terms of the preceding language from complainants Predators Season Ticket Subscription Agreement.  Accordingly, as the ********* Predators have confirmed that a full refund of the ticket fees for the preempted ********* Predators home game was already made to and accepted by complainant on December 7, 2021, complainant has received full recourse in accordance with the terms of his Predators Season Ticket Subscription Agreement. 
  
  We believe we have answered this complaint to the best of our ability and, in light of the foregoing, we consider this matter closed.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer response

  03/01/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I have no recourse other than to accept their response. It is disappointing that the NHL waited over a month to respond to this complaint, and purposefully waited until after the game date, so that I really had no choice other than to accept their response. I am honestly reconsidering renewing my season tickets when they come up for renewal.
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am one of thousands the ********* Canucks and the NHL Fked over this weekend. They cancelled the 4;00 pm game on Saturday December 18th against Toronto at 11;00 am- 5 hours prior to face off, do to Covid. We watched the news closely all week . We checked night prior to the game, first thing in the morning. We even checked right after boarding the ferry. About 1/2 way to *********, our phones lit up from friends informing us of the postponement. I called the Cancucks -(lack of )-customer service phone #, where the lady dumped all the blame on the NHL. claiming the team had 0 input. She again lied when she stated that BC ferries would reimburse us for our fare. I called Bc ferries and they said, nope, we got on, it's on us. So the NHL , in conjunction with the Canucks screwed thousands out of ferry fare, $210 , for a four hour round trip to no where, $242 + tax for Sat night hotel since they waited till 11;00 am to cancel, and that's just us, there are thousands mor who are out the same type of money as the sorry commissioner, and pathetic franchise spit on the fans. Couldn't cancel the night before or first thing in the morning, No, lets ruin everyone's Saturday a week to the day before Christmas. total disregard and disrespect to almost ****** people and costing them a lot of money and time , out of greed, and inconsideration. We want our money back, and we want all others effected coeected.

  Business response

  01/29/2022

  We write in response to the BBB complaint, dated December 22, 2021 (with a follow up notice dated January 12, 2022), initiated by *************** (#********).  The NHL has investigated this matter and we deny any allegation of wrongdoing. 
  
  After consultation with the respective medical groups of the NHL and the National Hockey League ******************** and additional consultation with the teams, the NHL decided to postpone the December 18, 2021 game between the ********* Canucks and the ******* Maple Leafs due to COVID-19 concerns, including in light of the number of players and staff entering the NHLs COVID-19 protocol ahead of the scheduled game time. The timing for the NHLs decision to postpone the game was necessitated by the continually changing circumstances brought on by COVID-19,including the Omicron variant.
  
  While we are sorry for the inconvenience of such postponement, we respectfully decline the complainants request to reimburse him for his travel and hotel expenses.
  
  We believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

  Customer response

  02/09/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  These jerks RESPECTFULLY decline to re-imburse us for the $210 ferry ride to the game. They stated that the changing Covd situation was to blame.  

  Tahy didn't give a **** about the fan. Any RESPEABLE business would not pull the plug at 11:00am when the games tarted 5 hours later at 4:00pm. WE DID OUR PART. We checked the night before, the morning of, and when we boarded the ferry. These a-holes,, only cared about the *** national TV revenue, and not a darn bit fir the thousands of fans they screwed out of ferry and hotel fare. No the classless NHL , and its POS commissioner don't care about the fans of either team. No, they ruined Christmas gifts for many. They will never see anther dime of my money, and please don't respond respectfully, because you don't know what class and resect are.

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

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

• Initial Complaint

  10/06/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased NHL live on Oct 2, 2021. My credit card was charged 2x . I have requested a refund from ****** for these charges and was turned down because it does not qualify for a refund according to their policy. I have contacted NHL ******** and since this purchase went through ****** play they don't have the history of the purchase. So why cant I get a refund for the duplicate charge

  Business response

  11/01/2021

  We write in response to the BBB complaint, originally dated October 6, 2021 with a second notice dated October 27, 2021, initiated by customer ********************* (#*********.  ****** is the cable distributor of the NHL LIVE streaming service to which this complaint relates.  ****** has investigated this matter on behalf of the NHL and we deny any allegation of wrongdoing. 
  
  ************ alleged in her complaint that upon subscribing to NHL LIVE earlier this month via ****** Play she was inadvertently charged twice.  ****** successfully contacted ************ on October 27, whereupon ************ provided two separate ****** Play order numbers,both of which have been refunded by ****** (with charge reversals expected to occur within the next 5 days).  As such,having been refunded for both order numbers, ************ is no longer a subscriber to NHL LIVE. 
  
  We consider this matter closed and believe we have answered this complaint to the best of our ability and request the BBB adjudicate accordingly.  Please feel free to contact me if you have any questions or wish to discuss this matter further.

*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. ↩