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:10/28/2023

  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.

  They forced consumers to pay 11 dollars to buy streaming to the HighSchool football game. Then they still ran ads!.Then the service crashed after 2 quarters. No customer support on premises. Misstatements made and no service

  Business Response

  Date: 10/23/2024

  Hi ****, 

  Thank you for reaching out and sharing your experience with us. I sincerely apologize for the service issues you encountered during the ****** vs. ******* football game last year. I completely understand how frustrating it must have been to miss part of such an important event, especially when family and friends were relying on the stream.
  
  We regret that our service did not meet expectations, and I acknowledge that the ads during the stream added to your frustration. The crash and the lack of real-time support are issues we take seriously, and your feedback has been shared with the appropriate teams to prevent this from happening again.
  
  While I realize its been some time since this occurred, I want to assure you that weve been actively working on improving the reliability of our streams, especially during high-traffic events like playoffs. If you ever decide to give us another chance, please dont hesitate to reach out, and we will do everything we can to ensure a better experience.
  
  Thank you again for your feedback. 

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:10/27/2023

  Type:Order 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.

  Paid subscription and cant watch any games. This is the third time

  Business Response

  Date: 10/18/2024

  Hello *****, 

  Thank you for your feedback regarding your experience with the NFHS Network. We sincerely apologize for the delayed response to your complaint and understand how disappointing it is to miss out on games you we're looking forward to watching.
  
  While it looks like your account was canceled last year, we want you to know that our support team is always here to assist with any issues you may encounter in the future. Should you decide to rejoin the NFHS Network community, were committed to providing a better experience.
  
  If theres anything else we can help you with, please dont hesitate to reach out to our support team at ****************************************************************.
  
  We appreciate your understanding and hope to see you back with us soon!
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:10/27/2023

  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.

  The are supposed to provide TV coverage of high school football games. Over the last 2 years already 75% of the time they show technical difficulties. Disappointed GHSA WILL LET THEM CONTINUE TO COLLECT MONEY OF THE *******

  Business Response

  Date: 10/18/2024

  Hi ***********, 

  Thank you for sharing your feedback regarding the high school football coverage. We understand that technical issues can be disappointing, and we apologize for the delay in addressing your complaint.
  
  If you are still encountering issues, we encourage you to reach out to our support team at ***************************************** Providing us with details about the specific games or streams will help us address your concerns more effectively.
  
  Thank you for being part of the NFHS Network community. We value your input as we strive to enhance the viewing experience for all NFHS Network fans.

  Kind Regards,
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:10/25/2023

  Type:Service or Repair 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.

  Watching depending on the sport event you watch if it's live or on demand that the quality is not the best and you can make out what player or plays are going on and some games are incomplete on demand who wants to struggle watching the game to find out it's not all there

  Business Response

  Date: 10/28/2024

  Hi ******, 

  Thank you for your feedback, and I apologize for our delayed response. We understand that issues with video quality and incomplete streams can be disappointing, and we want to ensure our service meets the standards you expect.
  
  It appears your subscription may have been through a third-party service, which limits our ability to issue a direct refund. However, if youd like to give us another try or need support with specific schools or team streams, our team would be more than happy to assist: ***************************************** Were continuously working with our partners and schools to enhance the quality of our broadcasts, and your input plays a vital role in these improvements.
  
  Thank you for your patience, and please dont hesitate to reach out if theres anything further we can do to assist.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/28/2024

   
  Complaint: 20779381
  
  I am rejecting this response because:

  I don't need refund but could I get credits for free service then
  
  Sincerely,
  
  ****** *******

  Business Response

  Date: 10/31/2024

  Hi ******, 
  
  I completely understand your frustration. We have created a voucher code for you so you can enjoy three free months of streaming on the NFHS Network. I will connect with you via email to share those details. 
  
  Kind Regards, 
  **** *. 

  Customer Answer

  Date: 10/31/2024

   
  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:10/09/2023

  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.

  In September, I ordered the **** to watch a high school football game. The video did not work and I was unable to watch the game. I sent an email/chat to cancel the subscription and request a refund. **** billed me twice for the same service and only refunded me once. Now, they are charging my credit card for another month of service. **** has terrible customer service! They only offer a chat bot messaging service so I was unable to resolve this with them directly. I know that 2 of my relatives are trying to get refunds for the same issue. After reading the complaints on this BBB.org, I am concerned that this company is not offering adequate customer service so that customers will continue to get billed without a way to cancel the service. I have paid $23.98 and received one refund for $11.99. I am requesting $11.99 refund. There is also a pending charge for $11.99. If this is not canceled, I am also requesting this to be refunded. The attachments show the credit card charges and the email confirming my refund request and subscription cancellation request.

  Business Response

  Date: 10/18/2024

  Hi *******, 

  Thank you for your patience and for bringing this matter to our attention. Id like to start by acknowledging the delay in responding to your concern from last year, and I sincerely apologize for the inconvenience this has caused.
  
  Ive reviewed your account and can confirm that your subscription was canceled and refunded when you initially contacted us in Sept 2023. After looking further, Im not seeing any additional charges on your account. However, if youre still noticing any further charges or pending payments, please feel free to reach out to our support team at ***************************************** and well be happy to investigate this for you.
  
  Thank you again for your patience, and were here to help if needed.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:09/28/2023

  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.

  By far the absolute worst service i have ever paid for. I have missed 3 of my sons 4 games so far due to "technical difficulties" then the one game that came in glitched so bad, I couldn't even tell what was happening. They have a scoreboard on the bottom of the screen that is right one time per game.... the start when it is 0-0.... all of that, and the sad thing is, that's not even the biggest joke! When you try to reach someone from the company, tech support, phone number, live chat, etc..... the only option is an email address that I'm 99% sure nobody ever sees. All I want is my year of money back and to warn everyone else not to EVER subscribe to this joke.

  Business Response

  Date: 10/23/2024

  Hi *******, 

  Thank you for your feedback, and I sincerely apologize for both the challenges youve experienced with our service and the delay in addressing your concerns. We understand how important it is to be able to watch your sons games, and Im sorry that technical issues impacted your ability to do so. Its clear we didnt meet your expectations, and we appreciate you bringing this to our attention.
  
  After reviewing your account, Ive processed a partial refund as a courtesy for the difficulties you faced. We are continuously working with schools to improve the reliability of our streams, and your feedback is invaluable in helping us enhance the experience for all viewers.
  
  If youre still experiencing any issues with your streams or have any concerns about your subscription, please reach out to our support team at ***************************************** Well make sure to prioritize your request and address it as quickly as possible.
  
  Thank you again for your patience. 
  
  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

• Initial Complaint

  Date:09/22/2023

  Type:Service or Repair 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.

  Every game, no matter the school, every week there is something wrong. This week watching ************** vs ****** game, there is no update on scoreboard, no down update, game clock isn't working. Sick of this, every game. This is too much to pay a month to have issues with every game! Fix it already and lower the price!

  Business Response

  Date: 10/29/2024

  Hi *****, 

  Thank you for sharing your experience with us, and I apologize for the delayed response. I completely understand how frustrating it must have been to encounter repeated streaming issues, especially when youre looking forward to watching each game without disruptions.
  
  Were reaching out to the team at ************************** to ensure their streaming setup receives a thorough checkup. Our goal is to provide reliable, high-quality broadcasts, and were committed to working with our partner schools to deliver a more consistent experience.
  
  If you choose to give us another try in the future, please know that our support team is here to help with any issues that may arise. Your patience and feedback are helping us make valuable improvements, and we appreciate the opportunity to do better for our viewers.

  Kind Regards, 
  **** *. 
  Voice of the Customer Program Manager, ******************** 

  Customer Answer

  Date: 10/29/2024

   
  Complaint: 20645037
  
  I am rejecting this response because: this complaint was from last season and I no longer need to watch ************** so you reaching out to them now after a year is of no use to me.  I still had to pay for something I wasn't able to watch.  
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 10/29/2024

  Hi *****, 

  Thank you for following up. I understand your frustration with the timing of our response and the lack of resolution when it mattered most last season. While I know this cant make up for the missed games, well be issuing a partial refund for your previous subscription as a gesture to acknowledge the experience you had.
  
  While we wish we could have resolved this sooner, please know that your feedback is important in guiding improvements to our service and support. Should you ever choose to return in the future, were committed to providing a more reliable experience. Thank you again for your patience, and I apologize for any inconvenience caused.

  Best Regards, 
  **** *. 

  Customer Answer

  Date: 10/29/2024

   
  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:09/09/2023

  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.

  It's pretty s***** that this website charges $12/month to "watch" high school sports events, then when you try to actually watch an event, all you get is a screen saying they are having technical difficulties. If you can't provide the service you're charging for, close your f****** business.

  Business Response

  Date: 09/11/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. We are also sorry that we didn't meet your expectations. For clarification regarding refunds and account status: anytime a refund is processed, the access on that account is **************************** terminated. This was the case on 9/9/23 when you requested a refund due to the events you were trying to stream were experiencing technical difficulties. Should you request a refund on the subscription that was purchased immediately after that original refund was processed, you have 30 days from that date as we believe 30 days constitutes an adequate and fair period of time for the customer to evaluate our services. Let us know if we can help with anything else. 

• Initial Complaint

  Date:07/26/2023

  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.

  The NFHS Network took money from my account without my permission. I went back and looked and it was three months straight. I was billed on 7-26-23, 6-26-23 and 5-26-23 I called **************** and of course its a recording. Their business model is to make it hard to cancel or get a refund by not allowing the customer to talk to anyone at NFHS in person. I'm wondering how much money they are charging people because they don't have the time or patience to jump through the hoops and obstacles they throw at the customer.

  Business Response

  Date: 08/03/2023

  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. 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. 

  Additionally, in order to improve our response times and to better assist our customers overall, we are no longer accepting incoming phone calls. Subscription related customer service issues must be submitted via email, webform, or chatbot, as this is the most efficient way to resolve these types of issues.  You can email us here at ***************************************** or visit our website to submit an inquiry via the bot or webform at nfhsnetwork.com. 

  In addition to the 2 refunds already processed by our team per your request on 7/26/23, I've gone ahead and processed a refund for your May charge as well. Details of that refund have been sent in a separate email. If you have any further questions please don't hesitate to contact us again.

   

• Initial Complaint

  Date:07/23/2023

  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 have a reoccurring charge of $10.99 a month from NHFC Network. I have canceled this .and when contacting them they can't find my account. Yet my chime is being charged month after month for something I am not using

  Business Response

  Date: 07/31/2023

  On behalf of the NFHS Network I'd like to apologize for your experience so far. As communicated to you in our previous correspondence on 7/23/23, we were able to locate that account with the requested info under the email ****************************. I can confirm that the subscription is completely cancelled now. 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 between Feb 2023 and Jul 2023. Details of that refund have been sent to you in a separate email. If you have any further questions please don't hesitate to contact us again.