ComplaintsforHoop Guru Basketball Academy, LLC

• Initial Complaint

  06/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  We registered our 8-year-old daughter for the 2024 Summer League on 3/1/2024 and were charged $111.73. She attended the mandatory evaluation day on 6/2/2024 and was excited to play. She was never placed on a roster. We reached out to ****** ****** for him to say he was on his way to Mexico but to send him a reminder text so he doesn't forget. I have documentation of several emails, text messages and voicemails that were never returned by ****** ****** since then, yet he continued to include us on mass communication emails throughout the season. We have communicated that we'd like a refund as the season is now more than halfway over and she's still not on a roster but have still received no response. We have been kind and patient but, at this point, we have a disappointed daughter and are out $111.73 plus the cost of her basketball shoes and haven't received a service or even so much as a T-Shirt from Hoop Guru Brunswick. The attached documentation doesn't even show my husband's attempts at contacting via texts, emails and voicemails.

  Business response

  07/07/2024

  We have refunded the registration fee on June 27th back to the card on file. 

  Customer response

  07/08/2024

  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.

• Initial Complaint

  11/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We signed our child up for a summer league back in may of 2022. We were promised in multiple emails that our child would placed in a team with similar friends. When the schedules comes up for the league with the rosters we realized that was not the case but we also realized due to travel baseball schedule that we would not be able to participate in the league and asked for a refund. Since that point we have not heard anything back from the company. Multiple emails sent over the last 6 months and nothing. This company essentially stole money

  Business response

  11/22/2022

  The family signed up late for our league and we let them into the league. They came the first week, which I was there as well as my league director and they did not have any issues or complaints on that day. We are very visible during the league and easily accessible. 

  On June 12th they sent an email stating that their travel baseball schedule has games on Sundays for makeups from earlier in the year.

  They then emailed me and said that they weren't happy with the league since their son wasn't placed on a team with friends. This was on June 22nd which was the 3rd week of the league, which we would have switched immediately if informed of the issue.

  The on August 16th they sent a message saying their son didn't participate due to our lack of communication. I am not sure what that meant.

  Our policy for refunds is listed on our website. We do not offer them once registration has taken place as we have limited space in our events. It is stated that they will be offered a credit they can use for any event in the next 12 months. They first stated they had baseball, which has nothing to do with our schedule which is created as soon as the league is formed. Other activities have nothing to do with our league. Then they stated they wanted a refund due to their son not being on a team with his friends. If they would have stated that to us as soon as they were at the league, we would have switched him immediately to that team. They didn't do so and waited two more weeks in which they failed to show up and then informed us that was the reason for wanting a refund. Then they stated our lack of communication was the reason, even though we reached out and offered the credit for a future event which is in our stated policy.

  We do not owe them a refund because another activity interfered with our league. That is not our fault.

  Customer response

  11/23/2022

   I am rejecting this response because:
  
  We never showed up the first week at all so when they stated we showed up That is false. Also, the schedule for the league was released 4 days before the event started. I have emails to the business asking about moving teams initially in which we were told that would be ok and then the team change never happened. I have 3 other families who were in the league and can attest we never showed up for any of the leagues. The fact is at no time was there ever any communication from the business about this matter. I have plenty of emails I sent before the league started I regards to everything mentioned. Releasing a schedule 4 days in advance when we had travel baseball did impact us participating which is why we never attended

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