Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We paid $184.05 on 1/4/23 for our 12 year old daughter to attend the Charlotte North Lacrosse clinic at ******************************* in ****** ** in April 2023. However, my daughter suffered a torn ACL in late February and was unable to participate in the clinic. The clinic organizer informed us that he would be requesting a refund from Ocho Lacrosse LLC and that he anticipated that it would be honored, based on his previous dealings with the company. However, we never received a refund. I subsequently followed up directly with Ocho Lacrosse via email and phone several times and requested a refund. However, none of my correspondence was ever acknowledged and we still have not received a refund.Unfortunately, I believe this business operated in bad faith by not providing a refund, based on the feedback from the clinic organizer. Is BBB able to intervene on my behalf and request a refund for $184.05 for the 1/4/23 transaction on the **** card ending in ****? Alternatively, the merchant can contact me directly for all details.

  Business Response

  Date: 09/16/2023

  Here are the relevant facts:

  On 2-23-23, *************************************** emailed CNL to say her daughter (*******************************) had torn her ACL and would need to withdraw from the upcoming ****** clinic.  (Screenshot attached)
  

  On 2-23-23 (within about 20 minutes of receiving the mothers email), CNL responded and expressed regret about her daughters injury and offered to issue her a site credit (not a refund) in accordance with the written CNL policy everyone (including the Schoeneld/Somerville family) agreed to when registering.  (Screenshot attached)

  Also on 2-23-23, CNL issued the site credit (for $184.05, the amount the dad is seeking to recover) to the mothers *********** account.  If confirmed this morning that the site credit is still in her account.  (Screenshot attached)
  

  Contrary to his assertion to the BBB, at no time did we receive any email correspondence from *************************************, presumably *********************************** dad.  He filed the BBB complaint without contacting us.

  CNL has fully and promptly responded to the **********/********** family and fulfilled its obligations under its written refund policy, which was fully disclosed and agreed to by the family upon registration.  Contrary to **************************** unfounded accusation, CNL acted in good faith and in accordance with its contractual rights at all times.  No further action by CNLin connection with this matter is required or should be expected.
  
  
  

  Customer Answer

  Date: 09/16/2023

   

  Response to ***:

  I appreciate *** taking the time to respond. Unfortunately, this is the first time that someone from *** has followed up with me (not the 2/23/23 email with my wife *********). The assertion that I did not attempt to contact *** prior to contacting BBB is simply not true. I submitted 2 requests (possibly 3), via the 'Contact' link on the *** website. That was naturally the first action I took, as it certainly would have been the simplest way to address the situation. Once you submit your information via 'Contact', you receive a 'Thank You!' acknowledgement on the *** website page...but I received no follow-up via email or phone. I also reached out to *********************** *********************** in the hopes that someone would contact me. I have no reason to lie about any of this...I contacted BBB as a last resort.

  I requested a refund based on feedback from our neighbor who organized the clinic with *** who felt that the request would be honored. If *** does not want to provide a refund, based on their terms and conditions, we will have to accept that. It's highly unlikely our daughter will be able to participate in a future clinic. 

  MESSAGE FROM BUSINESS:
  
  Here are the relevant facts:
  On 2-23-23, *************************************** emailed *** to say her daughter (*******************************) had torn her ACL and would need to withdraw from the upcoming ****** clinic.  (Screenshot attached)
  
  On 2-23-23 (within about 20 minutes of receiving the mothers email), *** responded and expressed regret about her daughters injury and offered to issue her a site credit (not a refund) in accordance with the written *** policy everyone (including the Schoeneld/Somerville family) agreed to when registering.  (Screenshot attached)
  Also on 2-23-23, *** issued the site credit (for $184.05, the amount the dad is seeking to recover) to the mothers *********** account.  If confirmed this morning that the site credit is still in her account.  (Screenshot attached)
  
  Contrary to his assertion to the BBB, at no time did we receive any email correspondence from *************************************, presumably *********************************** dad.  He filed the BBB complaint without contacting us.
  *** has fully and promptly responded to the **********/********** family and fulfilled its obligations under its written refund policy, which was fully disclosed and agreed to by the family upon registration.  Contrary to **************************** unfounded accusation, *** acted in good faith and in accordance with its contractual rights at all times.  No further action by ***in connection with this matter is required or should be expected.

  Business Response

  Date: 09/16/2023

  We have reviewed the complainant's response.

  First the first time, he acknowledges that his wife already contacted CNL about this matter and received a prompt response.  

  Before our response this morning, we searched all our emails (including those to the "info@CNL" address and have no record of the complainant ever trying to reach us.  So our records disagree with complainant's recollection.

  Complainant does not yet acknowledge that, in accordance with the refund policy complainant's family read and agreed to when they registered for this clinic, his family already has been issued a site credit in the full amount of the registration fee paid.  They have received a full recovery of all they are *********** under their agreement.

  The opinion of third parties (neighbors etc.) don't alter the terms of the complainant's agreement with CNL.

  We followed our written policy and our consistent practice in promptly issuing a site credit to complainant's wife.  (She was the proper person to receive the credit since the daughter's registration was made and paid from the wife's account.).   

  We regret it if the complainant is still unhappy with the terms of the agreement his family made and the consideration his family has received under it, but we have done all we can reasonably be expected to do under the circumstances.

   

   

   

  Customer Answer

  Date: 09/16/2023

  I am rejecting this response because:   
  

  I reached out via the *** website multiple times and no one responded to me. That is the truth, cant say more than that. I also dont believe the *** website sends confirmation emails when someone contacts you. I searched my inbox but found nothing.

  I made a refund request based on the suggestion of the person (who happens to be a neighbor) and who
  I was told coordinated the clinic with *** at PEA. No, I did not read your refund termsI didnt sign my daughter up, my wife didbut that did not stop me from making what I thought was a reasonable request.

  I reached out to BBB because it irked me that no one at *** responded. That bothers me a lot more than the $. First time Ive ever contacted BBB.
  

  I now understand your your Ts & Cs and your positiondont agree with itbut I will let it go.