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:12/03/2022

  Type:Billing 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.

  Subscription for the service not met. Streaming dissappeared or poor service with no score no time . Sometimes no coverage

  Business Response

  Date: 01/27/2023

  We are sorry that we didn't meet your expectations and apologize for any issues you experienced streaming your games. The broadcast quality of each game is a priority for us and something we will continue to optimize so that we can work to bring a better experience moving forward. It looks like you were having issues with a number of NYSPHSAA broadcasts. Our production team has been notified about this, and they are working to avoid these issues for further events. You never did request a refund for your month subscription, but we've gone ahead and processed one for you anyways due to the troubles you reported here. Details of that refund have been sent in a separate email. In the future, you can always contact our customer support team at **************************************** for any kind of assistance. 

  Customer Answer

  Date: 01/27/2023

   
  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,
  
  *************************

• Initial Complaint

  Date:11/28/2022

  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.

  We used this service during COVID to watch our sons basketball games. We were automatically charged again for a new season without wanting it. We could not find anywhere on their website to cancel the subscription. I contested it with my credit card company. NFHS replied to the credit card company that we did not receive a cancellation request. On their website we could not find where to cancel nor could we find contact information to communicate the problem. They had us hostage. I did finally figure out a way on their site to remove our credit card information. Again, there was no place to cancel the subscription, just an option to remove our payment method. After removing our credit card the site now says that we have no active subscription. Not only did they charge us for the subscription, make it impossible to cancel the subscription, they canceled the subscription after removing the method of payment. We were charged $74.69 and have not used the system. The original date charged was 9/30/2022. On 11/15/2022 we were inform that the credit card company declined the dispute. NFHS is deceptive at best and they owes us $74.69.

  Business Response

  Date: 01/27/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. Our records show that you subscribed to an annual pass on 9/30/21 which then auto-renews on that same date each year until it is canceled. Since the auto-renewal was not cancelled before 9/30/22, you were charged for the renewal. Once you initiated the dispute with your bank, your subscription was then automatically cancelled by our system, which is the reason why your screenshot from 11/28/22 shows no active subscriptions. While your bank may have initially declined the dispute, on 12/7/22 your bank resolved the dispute in your favor and returned $74.69 in funds back to you. Once again we apologize for any confusion surrounding your account. You can always contact our customer support department at **************************************** should you need any assistance in the future. 

• Initial Complaint

  Date:11/25/2022

  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.

  Not one game I want to watch is coming in or streaming for some reason. It's November 25 2022 high school football playoffs. The ads are working perfectly though. They keep playing over and over and then I wait for the games to come in and nothing. I watched last week so I know it's not on my end but this is useless to pay 11$ to be forced to watch 6 ads and no game.

  Business Response

  Date: 01/09/2023

  On behalf of the NFHS Network I'd like to apologize for your experience with us. The errors  you had with those specific broadcasts were reported to the appropriate production team, however due to the nature of those issues they were unable to be resolved in time for those specific games. We are very sorry for the inconvenience caused because of that. 

  As previously communicated to you, we are simply unable to process any sort of refund or credit because you purchased it using your payment info tied to your ****** Play Store account. NFHS Network is unable manage subscriptions purchased through a 3rd party, including cancellation and refund requests. These must be managed through the billing provider directly.
   
  I've again included a link from ****** that has instructions for cancelling your ****** Play subscription as well as how to request a refund. 
  
   ***********************************************************************************************;
   
  
  

• Initial Complaint

  Date:11/19/2022

  Type:Delivery 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.

  I subscribed to this paid service to watch my grandson's football games. The service was poor and untruthful. I sent the company an email on November 5 outlining the problems and cancelling the service. Note that the company website advises, "In order to improve and provide a better experience for our customers, we are no longer accepting incoming phone calls." *********** did not respond to the email and has continued to charge me $12.85/month.

  Business Response

  Date: 01/09/2023

  On behalf of the NFHS Network I'd like to apologize for your experience you had trying to stream your grandson's football games. I'm not seeing any communications or emails from you on 11/5/22 or any other dates. I assure you we treat all customer communications we receive seriously and respond to everyone. It's possible you may have emailed us from an alternate email account. We can always be reached at ******************************************. 

  Please note that customers can manage their subscription's auto-renew status by signing in and navigating to their account settings or contacting us at ******************************************* Our records indicate that you disputed the 11/17/22 monthly renewal charge with your bank on 11/20/22, and on 12/5/22 your bank refunded the entire disputed amount back to you. Your subscription was also cancelled so you will not see any new charges unless you choose to subscribe again. 

  I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. As mentioned previously, we do not have any prior communication from you concerning your subscription or satisfaction with the service. Please don't hesitate to contact us via email should you have any other questions or concerns. Thank you. 

   

  Customer Answer

  Date: 01/10/2023

   
  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,
  
  *******************

• Initial Complaint

  Date:11/18/2022

  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 live in ********, my son in **********, ** with his mom. I obviously cant attend his baseball and football games so this service seemed a good choice. If the camera is automated, it was a horrible business choice. The feed drops constantly and following any of the games was difficult at best. The commercials, however, were ******* clear and uninterrupted. I attempted to contact NFHS twice to complainno answer. I finally figured out how to cancel and did so. I then received an email confirming my cancellation, but also stating We're sorry to see you go...We hope you will choose to stream with us again. I replied to that email with a laugh along with a lengthy description of my consistent issues and disappointment with the organization. The service is NOT worth the subscription price, not even close. I do not understand how this organization has avoided a law suit considering they take money and completely fail to consistently deliver to paying subscribers. I HIGHLY recommend avoiding this streaming service. Refunding my subscription would be the least NFHS Network should do. As a business, maybe consider shutting down until a quality product can be delivered to paying customers. Right now, NFHS Network is over promising and under delivering.

  Business Response

  Date: 01/18/2023

  We are sorry that we didn't meet your expectations and apologize for any issues you experienced streaming your games. The performance of our broadcasts is a priority for us, as is providing a better experience for our customers. As stated in our prior communication with you on 11/7/22, we sincerely apologize for the production issues you were experiencing streaming your games. Also, a full refund on your subscription purchase of $85.59 was processed back on 11/22/22. Once again we are sorry we didn't meet your expectations with our product and hope to always improve moving forward. 

• Initial Complaint

  Date:11/14/2022

  Type:Product 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've had a subscription to NFHS Network on and off for the last year or so. The quality of game streams has been poor for the most part but when the game actually is shown, I can deal with it.Recently, November 11th and 4th, ******************************** in *************** ******** has been in the playoffs for football. 2 weeks in a row the game was not shown due to "issues with remote camera". The reason I subscribe is to watch my local team play.When reaching out to NFHS customer service they have told me to cancel if I don't like it or "Sorry, you've subscribed through Amazon Fire, can't help you". This is unacceptable.I want the company to refund me November's membership AND i'd like to keep my subscription as sometimes the cameras do work.Side note, it's an expensive subscription for them to show full commercials.

  Business Response

  Date: 01/24/2023

  We apologize for any issues you were having and appreciate you bringing this to our attention. It sounds like the camera at ******************** might be offline or be disabled. Ensuring all cameras are online and functional is a top priority for us, and I have reported this specific school to our team to follow up with. 
  
  The NFHS Network cannot cancel subscriptions or process refunds for purchases made with third party providers such as Amazon. To request a refund for an Amazon-billed subscription, you will need to contact them directly. 
  
  I can offer a voucher code good for 30 days of access to the network that you can redeem. Details of that voucher have been sent in a separate email.
  
  Once again I am very sorry for the inconvenience and appreciate your patience with us. 

• Initial Complaint

  Date:10/19/2022

  Type:Customer Service 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.

  My wife's nephew had a baseball game that we could only find on this site and decided to pay to watch it back in May. Unfortunately the subscription automatically renewed without my knowledge or ANY e-mails stating as such. Looking back at my e-mails I can find nothing from nfhs about my order or subscription at all. I don't believe we used the nfhs network site since May to watch anything. I only happened to notice the charges when looking over my credit card bill this month and was pretty upset to find we've racked up something like $60+ for something we haven't used.

  Business Response

  Date: 11/17/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I can state with certainty that it is not the intention of the NFHS Network to mislead or deceive our customers in any way with our subscription model. We are very transparent about the auto-renewal nature of the subscriptions offered throughout the payment process with notices before, during, and after purchase. While an email notification of each monthly renewal charge is not sent by us, your financial institution of the card you authorized for the original payment should provide a standard monthly statement detailing any and all transactions including recurring subscriptions. We also do not monitor customer accounts for viewing activity as customers have the freedom to manage their subscription status on their own or by contacting our customer support team for any account management assistance. We also show no history of this email contacting our *************************** for assistance. 

  The NFHS Network does not generally offer refunds or credits beyond our 30-day grace ****** policy, which we believe constitutes an adequate and fair ****** of time for the customer to ensure accurate billing status. But looking at and taking into consideration your account viewing activity, we can as a one time courtesy make an exception and refund all monthly charges for this account from 6/27/22 to 9/27/22. Details of that refund have been sent to you in a separate email. In the future should you require any assistance with your account, please feel free to reach out to our **************** team where we'd be happy to help.

  Customer Answer

  Date: 11/17/2022

   
  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

  Date:10/08/2022

  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 only wanted I month subscription to watch my grandson play none home games. Left my daughter my credit card when I got home she said it would not let me. She tried 3 times and screen shot and showed me all three where said it was denied. So I took same credit card and and subscribed for one month. This all took place on the 10-6-22. And I checked my credit card on 10-8-22 and where my daughter was denied three times they charge my credit card $85 for that and I want my money back. You cannot call them you can only email so I emailed them with 2 different emails and Nfhs blocked both. That is why we are at this point no way to communicate with them.

  Business Response

  Date: 11/17/2022

  On behalf of the NFHS Network I'd like to apologize for your experience so far. I had an opportunity to look into your account details, and I believe I have pinpointed what is going on with your account and why there has been so much confusion with it. I located your daughter's account, and I can confirm that there were 5 failed charge attempts of $12.83 each. That totals $64.15 though, not $85 as you originally stated. So those failed charge attempts totaling $64.15 showed as pending on your statement at one point before dropping off completely. They also did not happen all at once, and none happened on 10/6/22 per your statement. They were failed renewal attempts on the monthly subscription initiated on 8/25/22. 

  The failed renewal attempts were on: 9/24, 9/25, 9/27, 9/30, and 10/4.

  I checked our system, and there are no other transactions on that credit card other than the initial subscription purchase on 8/25/22 and then the 5 subsequent failed  attempts. 

  The most likely source of the $85 charge on 10/6 has to be the Annual subscription purchased through the Roku app on 10/6 under your daughter's email. I am unable to confirm definitively though because the purchase was made using your payment details saved to your Roku account. We can only see that a purchase was made but cannot see any payment details like card info or amount, and we are also unable to refund or manage any account details due to Roku being the originator of that transaction. Our Annual subscriptions are $79.99 plus tax, so that is most likely the source of the $85 charge. 

  That being said, the only option for getting a refund for that is for you to contact Roku's billing department. I deeply apologize for any misunderstanding, and I hope I have cleared up any confusion. If there is still something that you need clarification on, please feel free to contact me anytime. 

   

   

• Initial Complaint

  Date:10/07/2022

  Type:Product 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.

  Oct 6 (yesterday) 2022 i just got back from my football game and i purchased a membership to for a month to watch my game and it worked for the night and i woke up this morning and it told to subcribe now like i didnt just spend ***** on a membership and thereis no way to refund

  Business Response

  Date: 10/07/2022

  I am so sorry you're having trouble with your account. I had a chance to look into this, and I believe I have identified the issue. The email address you used to purchase your subscription was misspelled. I have sent you a separate email with details on how to sign into your correct account. 

  I didn't find any contact or support requests from you in our records. In the future should you need any assistance, you can always get immediate help from us by emailing **************************************** or submitting a support ticket at our help desk here: https://playonsubs.zendesk.com/hc/en-us