Complaints

This profile includes complaints for Play Your Court, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Play Your Court, LLC

  1024 Caton Dr Virginia Beach, VA 23454-3140

• 

  Play Your Court, LLC

  852 College Pkwy Apt 202 Apt.#202 Rockville, MD 20850-1933

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:03/12/2025

  Type:Customer Service 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.

  During the first week of October-2024, I had an extended conversation with the owner of Play Your Court (PYC) regarding the purchase of a celebrity tennis package which was scheduled for March 8, 2025. As part of the conversation, I questioned the owner about a refund policy if I needed to cancel. The answer I received was that they would refund the money if sufficient time was given before the event took place. When I asked about the "sufficient time" I was told that about 2-3 months was sufficient. Any recorded message would clearly prove that at no time did the owner state that a refund would be provided only if the tickets could not be resold. Fast forward to 11/15/2024, when I contacted the owner by email, informing him that I might need to cancel my reservation due to a schedule change. At no time did the owner respond stating that a refund would only be provided if the tickets could be resold. Fast forward to 1/7/2025. I sent an email to the owner requesting cancellation of my reservation. Only at that time did the owner respond stating that he could not provide a refund unless he could resell the tickets. This is the first time this policy was stated, as a recording of the initial conversation could confirm. Multiple communications were exchanged subsequent to this request. The owner offered other products/services and will assert that this was a reasonable resolution to the problem. However, there were no other products of services his company offered that I was interested in or could use. Further, he later stated that he spent over **** in advertising to try and resell these tickets but could not. Rather that simply refunding the money, he actually spent more money which was wasted. Very poor business decision. Bottom line, if you read several of the other complaints against this company, a similar pattern occurs. Assertions are made regarding product, services and return policies (without documentation), which are later changed.

  Business Response

  Date: 03/14/2025

  Sadly, most of this is completely fabricated including the dates he canceled and what he was told on the phone - he's simply trying to steal **** from us at this point because he decided not to attend the event he signed up for too late for us to help.

  When we originally sold John the event spots, we read the exact script we read to every customer that buys this event from us: "If you have to cancel for any reason we'll refund your money in full if we're able to resell your seats. The more time you give us the better chance we have to do so, but the closer to the event we get the less likely we'll be able to help. We typically have a waiting list, so if you give me advance notice it's likely we can resell your seat."

  He first reached out to us to cancel on January 8th, 2025 (see attached text message #1 with a date stamp on it) less than 2 months before the scheduled event. I again told John our refund policy via text message which he acknowledged that he understood (see attached text messages #2 and #3). We then went above and beyond trying to help this man, spending multiple thousands of additional promotional dollars solely in an attempt to resell his tickets, but we were unsuccessful.

  Throughout this process I tried numerous times to get John on the phone to figure out other ways to help him, but he wasn't interested and instead just threatened to spread nasty rumors about our business on the internet in an email to me on February 20th (see attached email #1). Then on Tuesday March 11th I received yet another rude text message exchange (see text message #4). This gentlemen is not only not owed a refund, but we've gone above and beyond trying to help him in other ways just to keep him as a happy customer only to be met with rude emails, texts and threats. We will not be issuing a refund per our very clear refund policy that was communicated to him on the phone, via text and via email. Let me know if you need anything further from me. Thank you for your assistance.

  Customer Answer

  Date: 03/24/2025

  I strongly object to the response of this company.  None of this is fabricated.  The company has absolutely NO PROOF for a verbal statement.  The representative did NOT quote the statement in the response.  If that was true, I would never have purchased the tickets in the first place.  Additionally, there is no written documentation of this policy on their website OR in any of the promotional emails for this event. 
  
  I first notified the company of a potential cancellation, not in January, but in November of 2024…BY EMAIL (see attached documentation).  At no time, did the company respond in any way with any a statement regarding a refund policy.  The company is also incorrect on the date I submitted the claim request.  It was Jan 7, 2025, which was prior to the event date…another lie.  This also is evidence of my assertion that the company told me I could get a refund if I notified them within 2-3 months of cancellation.  At that time, I marked my calendar as the final date to notify them…one day before the 2-month window.  The date I sent that email was not a coincidence.  It was in response to a statement they made about the refund window. 
  
  Further, there is no documentation provided to support the company’s claim of spending “thousands of dollars” on advertising.  I’m on the Play Your Court mailing list, and from the time I requested the cancellation until the event, I received a total of only 4 promotional emails.  Also, the company didn’t really spend their own money…they spent mine, and here’s why.  If I had never purchased the tickets to begin with, they would still be promoting the event.  Sadly, the company never responds to the assertion because they don’t have an excuse.  They used my money to fund their advertising rather than refund me and use their own.
  
  Another item they fail to respond to…all the other similar complaints on this (and other websites).  This company has a history of selling products without full disclosure, and then refusing or stalling to refund the purchase price when requested.  Read the other complaints for yourself.  They are more “fabricated” than this one.
  
  The company says that they tried to get me on the phone “to help him” but I clearly articulated to this company that I purchased tickets to this event for only one reason…a gift for my wife.  Nothing else this company offers is of any interest to me.  The company conveniently excluded that from their response.  Speaking of responses…and negotiating, I reached out to this company to try and negotiate a settlement for refund less than the full amount, BUT THEY NEVER RESPONDED.  They obviously don’t want to refund any money at all for this.  So I’m lose **** and they lose nothing.  Isn’t that fair?

• Initial Complaint

  Date:11/18/2024

  Type:Customer Service 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.

  Date of the transaction: October 26th Amount of money paid: $****** What the business committed to provide: The business committed to providing a "100% money-back guarantee" for unused lessons if I followed their stated refund policy. What the nature of the dispute is: I purchased a package of 6 tennis lessons from Play Your Court because they advertised a "100% money-back guarantee" on their website. According to their refund policy, I was required to take 1 lesson before requesting a refund. I complied with this condition and requested a refund after completing my first lesson. However, the business has ignored all of my refund-related emails while responding promptly to emails on other topics. I have attempted to contact them multiple times, but they have not issued the refund or provided any explanation. Whether or not the business has tried to resolve the problem: The business has not attempted to resolve the issue. They have ignored every email regarding the refund while responding to other inquiries. I have made several attempts to communicate with them, but they have refused to address my refund request. If the issue involves advertising, when and where the ad was seen or heard: The "100% money-back guarantee" was advertised directly on their website when I purchased the lesson package.

  Business Response

  Date: 11/18/2024

  To Whom It May Concern,
  
  Thank you for reaching out on behalf of Mr. ****** *******. We sincerely apologize for the delay in communication and deeply regret that this situation has occurred.
  
  Unfortunately, one of our account managers fell ill and was unable to respond to Mr* ********* inquiry within the expected timeframe. This is an isolated incident, and we take great pride in our typical customer service turnaround. We truly regret that this matter was not handled as quickly as it should have been.
  
  We are more than happy to resolve this issue to Mr. ********* satisfaction, whether that be through a refund or by switching to a new coach, depending on his preference. Please have him reach out directly to us at *************************, or if more convenient, feel free to share his desired resolution. We want to ensure he feels heard, valued, and supported, and we are committed to addressing this matter in accordance with our listed terms and conditions.
  
  Thank you again for facilitating communication, and once more, we apologize for the delay and any inconvenience caused.
  
  Best regards,
  ****
  PlayYourCourt

  Customer Answer

  Date: 11/19/2024

  Play your court has reached out to me through email and refunded me. I just want to wait for the refund to fully go through before I mark this as resolved. Thanks

  Business Response

  Date: 11/19/2024

  Subject: Response to Your Complaint
  November 19th, 2024

  
  Hello ******,
  
  Thank you for allowing us the opportunity to address your concern. We replied to your email on November 18th, confirming the refund for 5 hours ($*****
  
  We truly appreciate you using our platform, and we’re sorry to hear that your experience with your coach didn’t work out. Please accept our sincerest apologies for any inconvenience caused, and we hope that the refund for your unused hours resolves the matter to your satisfaction.
  
  Best regards,
  **** ******
  PlayYourCourt

• Initial Complaint

  Date:09/26/2024

  Type:Customer Service 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.

  I joined Play your court to find people to play tennis with in my area. Trouble is the people on the site are all too far away for me to play with. There are no players in my community, which defeated the whole purpose of me joining!

  Business Response

  Date: 09/26/2024

  Hi ***,

  In regards to ********* ************ complaint, her request for refund falls outside our listed refund window. On our membership homepage *********************************************** we very clearly offer a 30 Day Money Back Guarantee (see screenshot #1) that very clearly offers this. We feel this gives all members ample time to explore their membership and the community participating in the member's area. If unhappy, we will gladly make a full refund of any member's initial payment if their membership is cancelled within the first 30 days.

  ********* joined August 2nd, 2024 and cancelled September 25th, 2024 (see screenshot #2) well outside our 30 Day refund policy. We do not offer prorated refunds, nor do we advertise them. She still does have access to all of our other membership benefits until August 2nd, 2025 at which point her subscription will terminate.

  When ********* made a contact form on our site yesterday, we promptly responded this morning on the 26th, explaining all of this. Please see screenshot #3.

  Thank you for your consideration, and happy to answer any questions.

  Best, 

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

  General Manager

  9/26/24

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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.

  PYC placed an unauthorized charge of ****** on my credit card 9/8/2024. I contacted the business and was told that I had a active membership under a email address I rarely use. I was dumbfounded since I never gave them the authorization to so, nor, did I apply or signed up for a membership with PYC. They just couldn’t provide the service in my area that would justify paying for a membership. I have no idea how they got my credit card number nor when asked, they ignored my question. In order to put a stop to it, I was forced to cancel a member membership that I never had given authorization to. According to the company (Play Your Court) my supposed membership expires 3/8/2025. I am very upset about the fraud they bestowed upon me.

  Business Response

  Date: 09/23/2024

  To Whom It May Concern,
  
  We have refunded the customer in question, **** ******. The delay was caused by the customer providing us with the wrong account email in her complaint. When asked, she confirmed her ***** email address, but we found no billing charges associated with that account. At PlayYourCourt, we proactively identified another account linked to an iCloud email address. **** ****** then confirmed that this was indeed her account, and we proceeded with the refund. After processing the refund, we explained that the delay was due to the incorrect account information provided by the customer.
  
  Sincerely,
  PlayYourCourt

  Customer Answer

  Date: 09/23/2024

  
  Complaint: ********
  
  I am rejecting this response because: 

  I used a email address I seldom used. And while they refunded me the fraudulent charge of ******, only because I contacted you. They asked me to remove the complaint with you. I found out that I had an active membership with them under ***********************, which in retrospect is a fraudulent charge in itself. I never consented to a membership with them. When I asked how they got my credit card information it was ignored. So, according to them I have an active membership until March 8th, 2025. Why then charge me for ****** that early in advance again?! That company is a fraudulent company and should not be allowed to stay in business. I have never had the need to consent to a membership with that company due to service they couldn’t provide in my area.

  Sincerely,

  **** ******

  
  

  Business Response

  Date: 09/23/2024

  In Response to **** ******,
  
  We appreciate the opportunity to clarify the situation regarding your complaint.
  
  We understand that there was some confusion regarding the email associated with your account. Our records indicate that your most recent account was linked to your iCloud email address (***********************). After confirming this, we processed a refund five days after the renewal of your subscription.
  
  It’s important to note that our members sign up for membership online themselves, and we use the email address provided as the User ID for account management. Initially, communication was conducted through your ***** email address **********************), which you stated was your only account. We recognize that there was a previous monthly subscription with a failed payment in 2019, which led to its termination.
  
  We sincerely apologize for any inconvenience this may have caused, but certainly not fraud at all. **** ****** signed up with us twice, and anything paid to us in the last year has been refunded as per her request. We asked for the removal of the review, since we've already completed everything asked of us.
  
  Thank you for your understanding.
  
  Best regards,
  **** ******
  General Manager
  PlayYourCourt

• Initial Complaint

  Date:09/03/2024

  Type:Customer Service 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.

  I purchased my second twelve pack of private lessons on May 4, 2024. At the time that I purchased the first pack I was told that the lessons were refundable if I cancelled. I have had ongoing challenges with the coach (who is an excellent tennis coach) to get a regular scheduled time for lessons and so I am stuck coordinating last minute the day before or day of a lesson. Or he is late or there is no court available. As a result of these ongoing challenges I am looking to cancel the remainder of my lessons and cancel my membership. The remaining lessons are 8 which prorated is **** which is what I am owed for the remainder of the unused lessons. The website facilitates cancelling membership easily (done today 9/3) but not the remaining lessons. As there is no mechanism online or number to call to facilitate this and my primary booking contact, ****, who texts/calls me to book new lessons has now blocked my text messages requesting a refund. I am at a loss for how to proceed and so I am reaching out to *** for assistance to resolve.

  Business Response

  Date: 09/04/2024

  Dear Sir/M****,
  
  I am writing to address Corinne's recent inquiry. Corinne has been an exemplary student and is currently on her second lesson package with one of our coaches. During the recent Labor Day weekend, when our offices were closed, she reached out to her account manager. We are now responding to her request with options for a refund or a coach switch.
  
  We highly value Corinne's business and are committed to upholding our complete lesson satisfaction guarantee. We wish we had been given one business day to address her concerns internally before a formal complaint was made to the ****** ******** *******
  
  Thank you for your understanding.
  
  Best regards,
  **** ******
  PlayYourCourt
  
  

• Initial Complaint

  Date:07/03/2024

  Type:Customer Service 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.

  I purchased a tennis lesson package via PYC at over **** for 6 lessons. PYC on their website states that signing up for lesson packages is “risk free” because if you’re unsatisfied you will be refunded. I was told that I am unable to be refunded and after a certain point the company stopped replying to my emails.

  Business Response

  Date: 07/07/2024

  Hello - you've been refunded and contacted by our support team. We were closed for the holiday, so I apologize for the delay in response. Wish you all the best.

• Initial Complaint

  Date:06/28/2024

  Type:Customer Service 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.

  I purchased 12 pack tennis lesson June 10th and took one lesson and decided to swtich back to group lessons then contacted PYC to refund the money as they guaranteed. NO ONE responded to me for weeks now and there is even no phone customer service. I am very frustrated and wasted a lot of time to chase and NO RESPONSE!

  Business Response

  Date: 06/28/2024

  Hello *****

  I apologize for any inconvenience.
  

  We've responded to every email you've sent (see attached), are they going into your spam or promotions?

  Please reply so we can help you.

  Thanks,

  *****

   

  Customer Answer

  Date: 06/28/2024

  
  Complaint: ********
  
  I am rejecting this response because: first of all, you missed '@gmail.com' in the response so i never received your response so please double check that. Secondly, the reason i want refund is because I am looking for someone who can speak Chinese. when I picked the coach and his PYC profile says he can speak Chinese but I found out that he can only speak a few basic Chinese words. the coach is nice guy but unfortunately i am NOT SATISFIED and he is not the one I am looking for. Please refund my MONEY as you advertised "100% satisfaction guarantee" 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 06/28/2024

  Hello *****

  We responded to the email and contact forms you filled out, so of course @gmail was included. It's there on the screenshots.
  

  I will have someone from our customer service team call you today to resolve.

  Thanks for your patience.

  Best,

   

• Initial Complaint

  Date:06/26/2024

  Type:Customer Service 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.

  Joined PlayYourCourt last June, 7th. (2023) I am guessing that in the fine print somewhere it said they would renew automatically. I did not notice it. Revewing my credit card charges on 06.24.24 I noticed an annual fee charged. The fee was charged on 06.07.23. I reached out to cancel my membership and receive a refund. They advised me to cancel on line, which i did (and that was not straight forward either). They said that because I did not cancel within 14 days no refund would be provided. This seems unethical and I would like my refund. Minimally I should be charged for 17 days of an annual membership.

  Business Response

  Date: 06/26/2024

  Hi *****,

  Thank you for bringing this to my attention.

  We certainly can make exceptions, and I've gone ahead and refunded you.

  We'll do better to train our customer service team.

  Thank you for your patience. You should see the refund within 5-10 business days.

  Best,
  
  *****
  

• Initial Complaint

  Date:06/12/2024

  Type:Billing 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.

  I am unable to cancel my subscription membership with play your court and they continue to charge me ***** monthly as of the last 12 months.

  Business Response

  Date: 06/12/2024

  Hello *********

  We have no record of you canceling a year ago, and our first correspondence from you was on June 9th.

  We've canceled your account for you, and refunded since Jan in good faith. Our policy normally is only refund if you cancel within 30 days.

  I hope this helps.

  Thank you,
  

   

• Initial Complaint

  Date:06/06/2024

  Type:Customer Service 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.

  On April 27, i signed up for Plus on the basis of the promise "30-Day Satisfaction Guarantee: Try Play Your Court risk-free for 30 days. Give Annual or Plus a try, you've got nothing to loose" on web page playyourcourt.com/tennis-community/checkout/p/and then a long string of characters. I cancelled after 7 days, following their instructions. I received no cancellation confirmation, and of course, no ******* refund. It's been impossible to talk to any rep at their number, and no response from emails and text messages to "Megan" at ********, which i also called and got a disconnect signal. My credit card company inquired on my behalf, but no response to that too. Stonewall of silence from PYC.

  Business Response

  Date: 06/06/2024

  Hello ***,

  We apologize for any confusion.

  We didn't get your email, and you cannot text the number ************, only call it to reach our sales reps.

  The PLUS membership is ******* per month (not *******). We have refunded and canceled your account.

  I hope this helps. Please email ************************* with any questions.

  Best,
  
  *****
  

   

  Customer Answer

  Date: 06/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have NOT seen the refund posted to my credit card, and nothing is pending there. Based on that, i will not do anything for PYC until i see the ******* refund posted. PYC, to regain my trust, please refund without further ado. This will also close the complaint i lodged against PYC through the credit card company.
  
  Sincerely,
  
  *** ******

  Business Response

  Date: 06/10/2024

  Hi ***,

  You probably ***'t see it yet because you disputed it so it takes longer. We've accepted it, which incurred an additional fee on our end.
  

  I've attached a screenshot as proof. I hope it goes through soon. There's nothing else we can do on our end, unfortunately.

  Please email ************************* with any questions.
  
  Thanks.