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:17/04/2025

  Type:Product Issues
  Status:

  ResolvedMore 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 march 29 2025, I reached out the company about a course that I wanted refunded. I ask them if I could receive one or not due to a conflict I had for scheduling. I paid $56.50 for a few classes, when speaking to owner he stated it would be no problem in returning *************** had loss of power for a few days where it took a week to return to normal operation. I asked them again about it and they stated it would be no problem and they would have administration fix this. Another week had went by and still no Refund sent, I'm reporting this complaint because this company is acting quite unprofessional in handling this issue, now avoiding me and ignoring my last few comments.

  Business Response

  Date: 17/04/2025

  Thank you for the opportunity to respond to this complaint.

  The customer first reached out to us via ******** on March 19, 2025, inquiring about availability for his son to attend a Pre-Tryout Instructional Scrimmage. We provided all relevant information regarding age levels, structure, and registration. The customer proceeded to register for the first of three sessions that same day, and later registered for two additional sessions. In the notes submitted with registration, the customer included background on his sons hockey experience.
  

  After attending the first scheduled scrimmage session, the customer reached out to us again and stated the following:
  

  Hey,
  I'm sorry to do this...is there any chance I can get a refund on the 2 up and comming scrimmage games?
  I gotta take my son out of it.. I'm sorry man.
  

  No reason or context was provided for the refund request. Although the complaint later mentions a "scheduling conflict," this was never stated in the communication with us.
  

  It is important to acknowledge that this request was made during the weekend of a major ice storm that affected large portions of ****************. Our business, along with many others, lost power for several days. This significantly delayed our ability to respond to all customer inquiries and impacted our operations. Additionally, as parents ourselves, many of our team members were attending to children who could not attend school due to closures.
  

  Despite our refund policy generally not allowing cancellations without a valid reason, we made an exception in this case. Once our operations were restored and we were able to work through the backlog, a refund in the amount of $56.50 was processed on April 17, 2025, at 9:18 a.m, prior to our company being aware of the complaint put forward.
  

  We acknowledge the delay in processing this request and regret any frustration it may have caused the customer. However, we strongly disagree with the characterization that our business was "avoiding" or "ignoring" him. The delay was the result of an extraordinary regional disruption, not a reflection of our commitment to customer service.
  

  We consider this matter resolved as the full refund has now been issued.
  

  Sincerely,
  ****** ******
  ***********************start="2360" data-end="2363">Pro Shops by Puck--It

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

  Customer Answer

  Date: 18/04/2025

   
  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 want to be very clear: when I asked to withdraw Karter from the course, it had absolutely nothing to do with his ability to perform. To now receive an email on April 17, 2025 implying that this was the reasonand using that as justification for your refund policyis frustrating and insulting. That assumption shouldve never been made, and this should have been addressed properly from the start when I first asked about the refund.
  

  
  You initially told me the refund would be processed, and I waited patiently, understanding the power issues at your office. But after April 8, I followed up multiple times with no response. Only after I involved the BBB did I finally hear backyet your response only added confusion by suggesting internal disagreement on how to handle the situation.
  
  This entire process has shown a serious lack of communication and poor customer care. What should have been a simple, respectful refund turned into a dragged-out situation full of mixed messages and false assumptions about my sons abilities.
  
  I do appreciate that the refund is finally being issued, but this should never have escalated the way it did. I hope you take this as serious feedback on how not to handle families moving forward.

  Sincerely, 

  
  ***** ***