ComplaintsforArbiterSports

• Initial Complaint

  06/29/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Defective program. Programmers are unable or unwilling to assist me with customer support. The spreadsheet is defective and will not upload games. They can not get the programming correct and other assignors take referees from me mid set. Requests for training and ignored. Requests for assistance are ignited in when I provide examples then ignored. *** asked for meeting with management and for refund and they ignore me.

  Business response

  07/10/2024

  I am sorry to hear that you have been having a rough experience using ArbiterSports.  While we do pride ourselves on our software being easy to use, anytime you transition from a different product there can be a learning curve.  We do offer onboarding, and I can see that an assigner in your group was trained on 11/13/23, but I also see that you opted not to purchase this onboarding option for yourself.  Given the difficulties that you have faced, we are happy to provide you with some free training on using our products to assist you.  I can see that we have extended similar offers of assistance and training in the past (An email was sent March 18th of this year for a courtesy training).  Please let us know if you would like to have that training be scheduled so that you can enjoy the positive experience that so many others are enjoying using our products.  While we do believe that we can assist you in overcoming this learning curve, we understand if that is not something you want to spend time on and are willing to offer you a full refund for your license ($1,355.00) and not charge you for the last 8 months of services that have been provided.

  Customer response

  07/10/2024

   
  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.
  I am accepting the full refund.   I was not aware there was an option to purchase training.  I am the assignor for PSOA and was not trained, so am unsure of who was trained.  but I appreciate there offer and resolution.

   

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

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I am not able to log in due to phone number change!after multiple calls to resolve issue,still not resolved!i have lost multiple games valued over $1000!i was sent a email verification and i went thru all steps asked to do,however im still not able to log in,please help,thank you!

  Business response

  07/01/2024

  Thank you for letting us know about the challenge you have had in resetting your Security Phone Number (Multi-Factor Authentication - MFA).  We apologize for the delays that you have encountered.  We take account security very seriously and appreciate your willingness to work with our personnel in verifying your identity before we reset that security feature.  In looking at your request it appears that your request has since been completed.  Please let us know if that is not the case.  We have talked with those that were involved in that reset to improve responsiveness in the future. Thank you for bringing this to our attention and we appreciate you helping us in improving the support and protection we provide to our customers.

  Customer response

  07/05/2024

   
  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.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  06/25/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am a Football official in *******, *******. My log in email was hacked, and I can't log in because the recovery email goes to the hacked email. I have called, and spoken to people in the Philippine's call center. They're only reading a script, and offer no solutions. I have been sent verification emails to my new email address, and NOTHING happens after it. I've been dealing with this since the beginning of May, it is now the end of June. The call center person always says "I've forwarded your issue to Compliance Support", after that nothing happens. It's a big blow off. I'm frustrated, and don't know what else to do. I've given my personal information on countless occasions to the verification process, and NOTHING happens. I'm starting to think this is a scam. I'm very weary about giving any more of my personal information to this company. This company is playing with people's personal information. The bottom line is that by going through their verification process numerous times, NOTHING has happened. There must be accountability and/or some kind of solution to this issue.

  Business response

  07/01/2024

  Thank you for letting us know about the challenge you have had in having your account reopened after your email was compromised.  We apologize for the delays and lack of action that you have encountered.  We take account security very seriously and appreciate your willingness to work with our personnel in verifying your identity.  We have since talked with our support and compliance teams to address these unacceptable delays.  I have been informed that one of our more experienced support representatives has reached out to you and has since resolved this issue.  Thank you for bringing this to our attention and we appreciate you helping us in improving the support and protection we provide to our customers.  Please let us know if we can assist you with anything else.

• Initial Complaint

  02/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Cannot sign in to the service.

  Business response

  02/24/2024

  Thank you for letting us know about the challenge you have had in logging into our systems.  We apologize for any confusion that your interactions with our support staff may have caused and we will follow up with those that you interacted with to provide further training to avoid this confusion in the future.  In looking closer at your request, it appears as if you were simply looking to sign in at the wrong location.  We show you as having an account in our registration product, but not our other products.  We have tried numerous times to reach out to you by phone and by email with one of our more experienced support representatives to help you resolve this but have not received a response back.  You are welcome to contact us at ************** and we will be happy to assist you further.

• Initial Complaint

  01/11/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This software is ridiculously difficult to use. I can't believe this is the best option for officials. *********** is so difficult to set up when you first make an account. I made an account and there wasn't even a payments tab that popped up to begin with! So how am I supposed to click the payments tab to set it up when NO TAB EXISTS. It's so difficult to find information. You can only put your bank information and routing number in to get the money out of your Arbiter account after money has been put into the account by the person paying you. When I was setting it up, they needed to put a $0.01 deposit in so that I could do this. It's just way too difficult. Not to mention most of the officials using it to be paid are getting older and aren't so savvy with technology. Imagine how difficult it is for them. It was hard for me and I'm not even 21 yet.

  Business response

  01/18/2024

  Thank you for bringing these challenges you are having to our attention.  We are sorry to hear that you have had such a difficult time in using our ********** software to receive and transfer your funds.  We will share your feedback with our product team to try and further streamline this experience to make it more enjoyable for you and our other customers.  We apologize for your experience thus far and would love to have one of our more experienced representatives reach out to you to help you resolve the issues you are seeing.  We have attempted to reach you by phone on 1/17/24 at 12:33 p.m. (MST), 2:57 p.m. (MST), and 1/18/24 at 1:08 p.m.(MST).  With each of those attempts we have left a voicemail of how you can contact us.  In addition, we have also sent you an email on 1/17/24 at 12:53 p.m. (MST) outlining how you can contact us.  If you have any further questions or need further assistance you can contact us by email at ********************************** or on our support line at ************** and we would be happy to help you.

• Initial Complaint

  01/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Unable to access account

  Business response

  01/17/2024

  Thank you for letting us know about the challenge you are facing in accessing your account.  There are numerous potential reasons why this could be occurring.  It could be that you have a Security Phone Number (Multi-factor Authentication) attached to your account and you do not recall what phone number that was, it could be that you do not recall your password, it could be that you no longer have access to the email to retrieve that password.  The most common reasons that customers encounter when trying to access their account are addressed in the following knowledge articles:

  ***********************************************************************************************************************************************;

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

  If you need help in resetting any of the above information, we are happy to help you.  You can contact our support team at ************** or by email at **********************************.  We attempted to call the number you supplied on this post, but received an "invalid number" response.  If you can supply us with some contact information that we can reach you with we would be happy to assist you.

• Initial Complaint

  12/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I was a referee, but had to quit due to knee injury. ***** accumulated into my *********** account and for the last 2 weeks I have been trying to have it transferred over into my personal bank account. I have followed every instruction, nothing has worked. I have called customer service over 10 times and the people you speak to appear to not understand and you go over and over with them and results, you right back where you started from. Emailing them, you get nowhere. I am just asking them just to send e a paper check with all my money on my account. When I tell them this, they keep giving me the same instructions. This is so very **** frustrating. Just send me a paper check. What so hard about that?

  Business response

  12/29/2023

  Thank you for bringing this to our attention.  We are sorry to hear that you have had such a difficult time in transferring your funds (whether by ACH or by check).  For security purposes we do not give our employees the ability to perform a transaction on behalf of a customer.  This is to protect both you and them.  Regardless, we would expect that you would receive quality guidance on how to perform this transaction and that the issue would not be considered resolved until you were successful.  We apologize for your experience thus far and will follow up with our staff to address this through further training.  It is now my understanding that one of our more experienced support representatives was able to get in touch with you and resolve this issue by assisting you in setting up auto transfer for your account.  Please let us know if you have any further questions.

  Customer response

  12/29/2023

   
  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.
  
  Sincerely,
  
  *****************************

  Yes I spoke with your rep today. He and I came to a resolution. If not resolved in set timeframe we discussed, I will reopen this complaint.

• Initial Complaint

  11/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Im trying to retrieve my money for officiating. I have a different email then in the past Ive been waiting over 2 weeks for someone to call me to verify my new info so I can retrieve my money. My money that they have. I was told by **** last week that he would call me back on the same day. Well that never happened. I would highly recommend that if anyone is looking to use Arbiter to look else where.

  Business response

  12/01/2023

  Thank you for bringing this to our attention.  We at ArbiterSports value our customer's information and want to make sure that we protect that information accordingly. As a result, prior to making username or contact information changes (such as email or phone number) we will have the customer go through a verification to assure that we are communicating with the actual customer and can trust making that change.  Due to the heavy sports season, the number of change requests coming in was larger than anticipated and there were delays in getting in contact with you.  We apologize for these delays and are increasing our workforce to account for this in the future.  In addition, we are talking with those involved to make sure that proper time estimates are given in the future and if there are significant delays occurring then these should be better communicated to management.  I have been informed that you have since been contacted and your issue has been resolved.  Thank you for helping us keep to our promises.  Please let us know if you have any future challenges. 

• Initial Complaint

  08/30/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Blocked account when transferring funds to bank. No record

  Business response

  09/11/2023

  Thank you for bringing this to our attention.  We at ArbiterSports value our customer's financial safety. As a result, we run all of our customer's transactions through a rigorous screening process before allowing a transaction to proceed in order to protect that customer's funds. In looking at your account it looks like a few of your transactions were caught by that screening process.  As part of that screening an email is sent to the email address tied to your ArbiterPay account requesting confirmation of the requested transaction.  Once that reply is received, your account will either be reactivated or you will be given additional instructions on how to reactivate your account.  This process is simply meant to protect your funds in the event that the suspicious request was not initiated by you.  We apologize for any delays or issues that this verification may have caused and have confirmed that your account is once again active.  If you have any further concerns or questions please let us know by contacting us at ************************ and we will be happy to help you.

• Initial Complaint

  10/10/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  This is a program we are required to use to get paid and assigned by local companies. Unfortunately they provide software that is less than user friendly and make updates that cause people to not get paid

  Business response

  10/11/2022

  We are sorry to hear that **** was having challenges in using our software to retrieve his funds and we appreciate him bringing this to our attention.  **** emailed our support team on 10/10/2022 indicating his frustration and our support representative attempted to trouble shoot the issue over email.  It turns out that **** was attempting to perform the transfer using his phones browser.  While ArbiterSports does their best to accommodate all of the available phone models and browsers, there are occasionally issues that do arise.  Luckily, **** was able to download our mobile app, which is our intended experience for mobile devices and was able to successfully transfer his funds.  We also appreciate him brining the issue to our attention as we can now include it in our future quality assurance testing.

  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. ↩