ComplaintsforHoop Generation Basketball

• Initial Complaint

  05/17/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Pseudo program, very unprofessional and careless of their customers. No communication the moment you hand your money. Practices get cancelled without notice or switch locations in very short notice; paid uniforms don't get issued, the owner mentioned a refund or partial refund but it never occurred. They put my 14 year old kid to practice with 7-9 year old kids, alleging that no other kids in the same age group had signed in. Coaches are very often late or not even show up, traffic is the usual excuse. We live in ****** where there's bad traffic, but out of discipline and respect to your customers you plan for it.******, the main character in the scheme, did not answer any of my calls nor messages when I tried to communicate with him, but as soon as I told him I was filing a BBB complaint, he responded very defensively and kept harassing me over text, as he apparently does with every other person that gives a legitimate unfavorable review on his business. He thinks people will give up and not do anything. This type of business should not be allowed to function; no commitment nor respect for their customers.

  Business response

  06/17/2023

  We are very sorry for the customers experience! Overall, we contacted the customer with the options that we were giving to each customer on their child's team. The customer felt like we were trying to scam or fraud him of his purchase while all we were doing was trying to compromise. During the season we started off with 9 girls total and then that turned into 4 total on roster, with only 1-2 girls showing up to each practice making it tough to really build any chemistry. We do realize that we are a growing program and we will be trying to find more girls for each and every one of our upcoming season's. 

  Attached below is the message that we sent to the rest of the girls parents with refunds that have already been granted: 

  "Hey Parents! I first wanted to say how much myself and Coach *** & our staff have really appreciate the girls commitment to our program thus far. We have enjoyed developing the girls into better players and welcoming them into the HG family! We had 9 total girls at the beginning of the season and with drops and de commitments it was hard for us to form a team and we apologize for that. In our 3 year existence we have had only 8 total girls teams, so while we are still young in the process of working with lady ballers, we cherish the journey and we are looking to increase the amount of girl ballers that we bring into our program. That being said, I just wanted to thank you all for taking a chance on us and we hope this isnt goodbye!
  
  Here are the options you can choose for the current season:
  
  * Option 1: Continue out with current practices & training sessions through 6/24 (which was the previously sent out schedule) and receive a 50% refund for us promising tournaments and those not getting completed. The other 50% we will be keeping as our fee for all the practices and training sessions we have already completed and still need to complete. A lot of the sessions were in very small groups which should be looked at as small group training sessions, which is a lot more valuable in terms of development than team practices.
  
  * Option 2: End your current season and receive a half season credit for an upcoming season. Our next season will be this upcoming fall 2023.
  
  Please let me know your selection! Thanks"

  Customer response

  06/20/2023

  Complaint: 20067587
  
  I am rejecting this response because: we have never received the email the business says has sent out, much less given the options he states in his email. Moreover, multiple phone calls and text messages sent out seeking for resolution were ignored. Only when I mentioned that I was going to file a BBB compliant he responded in a belligerent manner and started harassing me over text.
  
  Regards,
  
  ***********************

  Business response

  06/21/2023

  ****, youre THE ONLY parent that has not received a refund because you have been hard to reach. Can you stop with these games and just contact me directly for your refund, this is completely unnecessary. 
  

  and btw I have never texted you, I dont even have your number saved. 

  Customer response

  06/26/2023

  Complaint: 20067587
  
  I am rejecting this response because:
  
  I have never received emails nor texts offering the refund options hes referring to. I have transcripts of the texts I sent you ******. These include all the times I tried contacting you to no avail,  until I said I was submitting a formal complaint, which his when you starting harassing me. If you truly wanted to make it good for all parents and you were really struggling to reach me, you wouldve offer the refund in any of my multiple attempts to reach you. 
  
  Attached is my Venmo in case you want to settle this and refund me all my money. Make sure you upload the confirmation of transfer in Venmo as well. No confirmation picture means no transfer was made.
  

  Business response

  07/11/2023

  Im not refunding you the full season payment, I attached the screenshots of what hoop generation is willing to do. 
  

  If you will accept the 50% refund then shoot me text and I can venmo you from there, otherwise have a blessed life :) 

  Customer response

  07/12/2023

  Complaint: 20067587
  
  I am rejecting this response because:
  
  Is this you kicking the can down the road??  I provided you with a screenshot of my Venmo account in my previous reply and its attached again; just act on it.

  
  Regards,
  
  ***********************

• Initial Complaint

  10/28/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Book a basketball course for high school ages offered by this Hoop Generation on October 3, 2021 for a value of ****** dollars, order number # ***** Session 2 from October 23 to November 14 . When the day of the first class arrived On October 23, 2021, they changed the location, the schedule and they were much smaller children. When I asked the person in charge, *********************** *****, he told me that only two boys from hightschool had signed up and that they were then mixed up with the little ones. I told him that that was not what I had bought and that he would give me my money back. He refused, he wanted us to go to other classes at night in the week that we are unable to attend. This man still does not want to return the money and does not answer messages or calls

  Business response

  11/17/2021

  Hey there, the customer has been offered multiple options through credits within our program. When we posted that it was for Highschool players we fulfilled that void and cannot control who signs up for our skills academies. We provided 2 trainers one for 3rd - 6th grade and the other for 7th - 10th grade. The customers child was indeed the tallest in the gym, so just because the other kids looked younger they werent that much younger inside his own group

  We have reached out to them through text, call, and email and we have yet to receive a response back. We are willing to offer multiple credits towards any of our upcoming sessions. I have attached screenshots below of our emails, texts, attempted calls and also the our website is hoopgeneration.org 

  to Avoid anymore hassle we will proceed with a refund, Ive attached it.

  Customer response

  11/18/2021

  Complaint: 16062832
  
  I am rejecting this response because:The business is not telling the truth. As you could see in the emails that I put together, I responded to each of their messages and asked them to contact me in writing since I had called him countless times and he did not want to respond. Also at this point I wanted there to be a record of our conversations. I explained to him a thousand times our impossibility for other schedules. That the other boys were not younger is also a lie. He also sent me an email telling me that he was going to make a refund and three days later that has not happened.
  
  Regards,
  
  *************************

  Business response

  11/23/2021

  We have already refunded this person on there card, as I said before please see the screenshot attached. We also tried to call this person and we didnt get a call back. 

  Customer response

  11/23/2021

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID **************** they returned my money and although I consider that they are not honest and have caused me many bad times, I want to close this case. 
  
  Regards,
  
  *************************.

*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. ↩