Complaints

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• Initial Complaint

  Date:04/10/2025

  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.

  I am writing to file a formal complaint against DUPR (Dynamic Universal Pickleball Rating), a company that operates the primary rating system for pickleball players. I have been a participant in numerous ****-rated tournaments and have invested hundreds of dollars in entry fees. However, I have experienced significant issues with their rating algorithm and customer service practices, which I believe are unfair, biased, and discriminatory.Unfair Rating Practices:?Despite winning 9 out of 10 matches and reaching the gold medal match in a tournament, my DUPR rating only increased by one point. This seems disproportionate, especially since I defeated opponents with higher ratings than mine. The algorithm appears to undervalue my performance and does not accurately reflect my skill level.Biased Algorithm:?There are widespread allegations that DUPR adjusts or erases ratings based on personal relationships. False Promises from Management:?In January, I communicated with **************** via email. They assured me that if I achieved a 100% reality score, my rating would increase as I played more matches. However, this has not been the case. Despite consistent performance and winning matches against higher-rated opponents, my rating remains stagnant.Poor Customer Service:?DUPRs customer service is unresponsive and ineffective. I have emailed them four or five times without receiving any meaningful resolution or even acknowledgment. There is no phone number provided for direct communication, making it nearly impossible to resolve issues ****************** Loss and Mental Health Impact:?I have spent hundreds of dollars on **** tournaments, only to have my rating misrepresented by their algorithm. This has not only been a financial burden but has also taken a toll on my mental health. The frustration and perceived injustice in their system have caused me significant stress and anxiety, affecting my overall well-being.

  Business Response

  Date: 05/08/2025

  We would like to clarify that DUPR (Dynamic Universal Pickleball Rating) is a free service. We do not charge users for access to their ratings, nor did we operate any of the tournaments or collect entry fees that the complainant participated in. The **** rated designation simply means that independent tournament/club organizers choose to submit match results (similar to how golf handicaps work) so that those matches count toward players ratings. **** has no financial relationship with the complainant.
  
  Regarding the complainants DUPR rating: Our rating system is fully automated, objective, and data driven. A users rating is determined by match outcomes, opponent strength, and score differentials. Ratings are not adjusted manually. A full review of this users account, including all match history, was conducted by our Data Science team and confirmed to be accurate and consistent with how the algorithm is designed to function across all players on the platform.
  
  DUPR has responded to the complainant 10+ times in the past year. Our support team clearly explained that the rating reflects the algorithms output and that we cannot intervene manually when the system is functioning as intended.
  
  Like many technology companies, we have made a business decision not to offer phone based support a this time. All communication is handled through email, where inquiries are logged, reviewed, and responded to by our team. After repeated responses and a full internal review, we have exhausted all reasonable efforts to assist this user.

  Customer Answer

  Date: 05/19/2025

   
  Complaint: 23185794
  
  

  Hello ******, 

  
  

  I am rejecting this response. here is my response bellow to them, once again.

  
  

  I am again writing to formally address ongoing issues with my DUPR rating, which have yet to be resolved despite numerous attempts to seek clarification. The last communication I received from your company was on January 16, 2025, in which I was informed that my DUPR rating would be revised following an algorithmic update. However, as of this date, no adjustment has been made, and I have received no further explanation. Additionally, I have sent seven emails since April 2025, none of which have been responded to by your team.

  In light of these ongoing concerns, I request an immediate and thorough review of my DUPR rating history and the circumstances surrounding recent changes to my rating. Specifically:

  1. Unexplained Rating Adjustments: I recently participated in a tournament where I competed against players with ratings of 4.0 and 4.2, ultimately reaching the gold medal match. Despite this, my DUPR rating remains listed at 3.6. Furthermore, my rating was inexplicably lowered two days after the official tournament results were issued, without any accompanying explanation or justification.
  2. Algorithmic Integrity: I am deeply concerned about the apparent flaws in your rating algorithm, which appears to produce inaccurate, inconsistent, and, in some cases, discriminatory results. This situation has caused undue distress and undermines the credibility of your rating system.
  3. Failure to Address Sandbagging: I have raised concerns regarding the prevalence of "sandbagging" in ****-sanctioned tournamentswhere players deliberately compete below their actual skill level in order to secure medals. This practice is detrimental to fair competition and exacerbates the issues caused by the flawed rating system. To date, my inquiries regarding this issue have gone unanswered.
  4. Lack of Communication Channels: I am also troubled by the absence of an accessible customer service phone number for urgent matters, which further exacerbates the challenges in resolving these concerns in a timely manner.

  In light of these issues, I hereby request the following:

  • A detailed explanation regarding the adjustments to my DUPR rating and the specific reasons for the rating decrease following my recent tournament by phone.
  • A comprehensive update on the status of the algorithmic revisions promised in January 2025, including any actions taken to address the systemic flaws in the rating process.
  • Immediate clarification of your companys stance on the issue of sandbagging in DUPR tournaments, and any steps being taken to mitigate its impact on fair play.
  • A direct, phone-based discussion with a member of your management team to address these ongoing issues and to provide a clear pathway for resolution.

  Given the significant impact these issues have had on my ability to fairly compete, I expect a prompt and substantive response and an increase in my DUPR.

  
  

  Thank you in advance 

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