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:06/26/2025

  Type:Service or Repair 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.

  This occurred over the last 48 hours. I am seeking clarification regarding Coach ******** actions in relation to an incident involving my son ***** in ***********. Despite exhibiting symptoms consistent with a concussion, ***** was not evaluated, and no communication was provided to parents following the accident. Instead, Coach ****** blocked me from the group after I inquired about multiple circumstances. I expect Coach ****** to uphold a standard of decency and accountability, particularly when overseeing minor children ***** miles away from home.

  Business Response

  Date: 06/26/2025

  We take all concerns involving the health and safety of student-athletes seriously and have addressed this matter directly with the family via a formal email sent to the contact information we had on file.

  
  

  To summarize: during the trip to ***********, the complainants 17-year-old son experienced a nosebleed after a minor incident while playing in a pool with a teammate. Upon evaluation at the time, he stated clearly, I get nosebleeds all the time, and reported no pain, disorientation, or symptoms consistent with a concussion. His behavior remained consistent and energetic, and the bleeding stopped quickly. He resumed normal activities within minutes and exhibited no signs of distress or impairment.

  
  

  Its important to note that we were not informed of any pre-existing medical condition that would warrant a heightened response to a nosebleed. Additionally, no direct concern or medical request was communicated to our staff prior to or during the trip.

  
  

  The inquiry referenced in the complaint was not sent privately, but posted publicly on our community platform while our staff was in transit back home. Due to the tone, timing, and factual inaccuracies in that post, and in keeping with our platform guidelineswhich state that grievances should be brought directly to staff and not aired publiclywe removed the post and temporarily restricted access while we investigated the matter further and issued a direct reply.

  
  

  Our decision to address the issue privately was made to maintain the privacy and dignity of the family and to avoid any further escalation or misinformation. We remain committed to providing a safe environment for all participants and encourage families to communicate directly with us should concerns arise.

   

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23517538
  
  I am rejecting this response because:

  We are rejecting this response due to our continued belief that ***** did not receive proper assessment following a blunt facial trauma, which a licensed physician diagnosed as a traumatic brain injury (TBI).

  Your claims of checking on ***** are unclear. Can you explain the bilateral subconjunctival hemorrhage visible in ******* photo, a symptom of concussion that has not fully healed after a week? Your response implies ***** was misdiagnosed by you, as having no issues after being checked. Moreover, your organizations email to us personally states that ***** was returned to the pool in under five minutes, raising concerns. The claim about a public forum? Think concerns about ***** flying and potentially exacerbating his condition take priority. We remain uncertain about the consequences of allowing him to fly wether unchecked or by your practice of medicine and misdiagnose as you claim.
  ******* multiple ER visits should be a concern for everyone, you have not asked about his well-being in your responses.
  If transmitted, a photo will show prior knowledge of injuries before this trip and awareness of his conditional clearance from a February injury with your organization, which required an ER visit and a minimum 12-week healing period, extending into May.
  
  Sincerely,
  
  ** *****

  Business Response

  Date: 07/02/2025

  Please see the attached screenshots of the complete message. The image was selectively cropped by the complainant, omitting relevant context. Additionally, their son casually referenced a shoulder issue in that exchange, stating he was "waiting to be cleared to play." That reference is unrelated to this current matter and provides no basis for the claims being made about head trauma or prior medical vulnerability.
  The incident in question was a minor contact during pool activityan accidental bump from an elbow that resulted in a brief nosebleed. The athlete himself stated, as he had in the past, that "this happens all the time, I get nosebleeds." At no point did he indicate head pain, dizziness, confusion, or show any behavior suggesting trauma. He remained calm, communicative, and returned to the water on his ownlaughing and engagingwithin five minutes. These are not the behaviors of someone in acute medical distress.
  There was no prior disclosure of any condition that would suggest a predisposition to concussion, facial trauma, or any injury that would have required emergency intervention. The previously disclosed shoulder injury in Februarywhile notedhas no relevance to a nosebleed from incidental contact and should not now be used to suggest we had foreknowledge of an unrelated risk.
  To imply negligence or misdiagnosis in this context is not only inaccurateit is irresponsible. Our staff are not medical professionals, and at no point did we attempt to make a medical diagnosis. We took appropriate action within our scope: removing him from the activity, observing his behavior, and ensuring he was stable before resuming.
  The reference to a private emailindicating he was back in the pool within minutesis now being twisted to support a claim that we were dismissive. On the contrary, it was offered transparently, as part of ongoing communication, and it reflects exactly what we observed: a minor incident with no lasting signs of concern.
  We remain concerned for Eddies well-being, but we will not accept the retroactive rewriting of events to fit a narrative unsupported by fact or medical documentation. This matter has been addressed in full.
  This will be our final response to this matter. We trust the BBB will recognize this for what it is: an attempt to create a muddled and opportunistic narrative in pursuit of compensation. The inconsistencies, selective presentation of facts, and escalating accusations are clear signs of a claim without merit, and we will not engage further in this process.

• Initial Complaint

  Date:08/12/2024

  Type:Service or Repair 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.

  My son was playing travel baseball for ****************************. I paid $165 a month. My son stopped playing in January 2024. ****** informed *************** that he was no longer going to be playing on the team. *************** accepted he would be leaving the team. I am a single mom that has battled stage 3 breast cancer and domestic violence. I have lingering medical issues and conditions and I spend a lot of time in the hospital. I had major surgery in May 2024 and it took me a long time to recover. In July 2024 I noticed that *************** was still charging me $165 since my son stopped playing for him. I notified *************** on 07/03/2024. He explained the account was in my name and he would cancel it. He refunded me Julys payment and said he would look into the rest of the refund of $825. I remained patient and waited. I would ask him for a status update and there was always an excuse. Now, he refuses to answer my phone calls and text messages. He 100% knows ****** has not been on his team since January 2024, and knows I am owed the money he continued to deduct from my bank account.

  Business Response

  Date: 08/26/2024

  This is not a correct representation of facts. first and foremost the charges were not for any baseball team as they were for a training membership to our facility. The membership is customer controlled and cancellation is free and available for them to do through their account login on the third party software that we host the memberships with. At any given time we have between 45 and 100 members training and outside of that, we have our travel programs that have anywhere from 40 to 60 players on those registrations. As you can see in the client submitted screenshots the account was not under the players name. When checked the members name was not on our active list. When a member signs up for the membership they read and agree to the terms of service and are made aware they can cancel anytime through their account that we have a limited management of outside of knowing whether or not they are active. We don't have access to their stored credit card info or payment methods which is a fairly common practice with health and fitness memberships. Now in those terms we have a zero refund policy, however ****** was courteous enough to refund $495, much more than the $165 she is claiming, out of sympathy for her story, not that she was entitled to it. Outside of that, there will be no further actions from us for this client. I can tell you that her personal hardships are irrelevant to this matter and would be pleased to file a complaint against her practices if there was such an outlet as she has done here. Her statements are either false or irrelevant and ******** kindness has been misspent. 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22124934

  I have provided *************** with copies of the transactions from his company deducting $165 from my bank account on the 29th of every month after my son stopped going to his location from January of 2024 through July of 2024. I sent him my bank records on July 3rd at 3:31pm. After he received them he still communicated that he was sure he could work something out. My debit card was on the account and was required so he could bill monthly. If that wasnt the case then we wouldnt be here and I would not have continued to be charged $165 a month after my son stopped attending his facility. I was patient and understanding with ***************. We are here because he refused to communicate with me. 
  

  The only refund I received was $165 as stated in ***************** correspondence. I have never received a refund of $495. So I am rejecting The Hitters Cave response. 

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