ComplaintsforSportsEngine

• Initial Complaint

  01/22/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ******** ******************************** agreed to work with Sports Engine in November 2023 when League Athletics was bought out. We were told that everything would transfer over and began the process of designing the website and registrations. Initially, the customer service was decent with responses within a day or two. In November we stated we hoped for the website to go live mid December and then updated to 1/2/24. I was told it was all set and on 1/2 we went to go live and it didnt work. We purchased a different domain to link and it is 3 weeks later and no website. I will go days with no response from help center or if they do respond they tell me to do something I have all ready done and include in screenshots. I booked an appt to actually talk with someone live (6 days out) finally get someone on the phone to help and he tells me I cant email or send him any screenshots so he can check the *** settings. He was going to look into it and said he would call me back that day. Its been 4 days and Will has not called back. The lack of support is really disappointing and not what was promised. This should be an easy fix, determine *** settings that will work with Squarespace. They send generic links and its been weeks and it doesnt work. We have all of our data (hours worth of time) loaded on a website and registrations active with no website and no responses from: ******, ****, ***** and now *****

  

  Business response

  01/22/2024

  Hi ****, 
  
  Thanks for reaching out and bringing this to our attention. I am sorry to hear that your onboarding experience has not been excellent - that should always be the standard level that we strive for. 
  
  Let me dig into your records a bit and I will ensure we assist in getting your new site up and running shortly. 
  
  Thanks, 
  *****

• Initial Complaint

  01/12/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In September 2023 $175 was paid to SportsEngine for a highlight video to be prepared for my 12-year-old son, ***********************. Highlights were to be taken from the *** TV basketball camp. No video was ever received. No one ever communicated with us concerning the delay. And no refund was ever issued. This appears to be either fraud or theft.

  

  Business response

  01/12/2024

  Hi ******, 
  
  Thanks for reaching out and sharing your concern. Sorry to hear that you have not received your highlight video from basketball camp. 
  
  Unfortunately though, SportsEngine is not responsible for this video - we are just the technology company that is supporting the basketball organization running the camp and selling the video.
  
  You will need to reach out to them directly to inquire when this will be received OR to request a refund. 
  
  If you need assistance finding contact information, please connect with us further at *******************************. 
  
  Thanks!

• Initial Complaint

  01/11/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I have been trying to contact Sportsengine for a few weeks. They used to have an option to schedule a call with them to speak to a live agent however there isn't one available January 15 min call slot. I sent a chat over a week ago and it just got answered today (a week later) when they are supposed to answer within 2-3 hours. And they didn't resolve my issue. I am at my **** end without a way to speak to someone live to resolve some of my registration issues. I am trying to run a business with their platform and have zero support. This is totally unacceptable.

  

  Business response

  01/11/2024

  Hi *******, 
  
  Thank you for reaching out with your concern. I will review your support conversations and ensure that a manager gets back to you shortly. 
  
  Thank you!

• Initial Complaint

  12/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We are a paid subscriber to Sportsengine. Our account is current and paid. 4 days ago our account stopped working. We opened a support ticket online, however, there has been no helpful response. No information has been provided on why our account is not working. No resolution has been provided by Sportsengine. Attempts to contact Sportengine by chat, email, and phone call have gone unanswered.When calling Sportsengine, there is no option to speak to a person who actually works at Sportsengine.

  

  Business response

  12/06/2023

  Hi *****, 
  
  Thank you for reaching out and sharing your concern regarding your website and registrations. In reviewing our support tickets, I was able to find your conversation with our team and see that we've been able to assist you and your inquiry has already been resolved. 
  
  I will have a team member follow up with you on that thread again to confirm. If there is anything else we can assist with, please let us know. 
  
  Thank you!

• Initial Complaint

  11/01/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am the President of my local little league. League Athletics, which has now become Sports Engine HQ, is our host. Without warning the site has been shut down without any access capability for our league, which is currently running and requires such access to communicate with families, view scheduling information, view financials and review registration data. It is going on 24 hours with no response from the online chat and the customer service number is impenetrable. It is impossible to get a response from this entity.

  

  Business response

  11/01/2023

  Hi ****,

  Thank you for your patience and I understand your frustration over the delay. It looks like you're in transition between League Athletics and SportsEngine and need assistance getting set up! I've reached out to your Account Manager to have them follow up directly, since Customer Support is unable to finalize the migration from one platform to the other. 

  Thanks!

  ****

• Initial Complaint

  09/08/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Our booster club has used the League Athletics system for years. As with many non-profit programs, we change leadership every so often so we may have missed important info about a migration to a new platform. That said, our website has been down for over a week. I have tried calling, emailing, online chats to help fix the problem. I cannot get in touch with anyone at this point. About every other day, I receive an email asking if the site is still down. I respond and no further action is taken. I really just want someone from support to contact me to let me know what I need to do to fix the issue.

  

  Business response

  09/08/2023

  *** did indeed reach out multiple times, however he was also asked multiple times to provide the url for the organization so we could best assist, and it wasn't readily given. I was able to reverse-search his email and he can expect a follow-up shortly regarding his outstanding question.

   

  Customer response

  09/08/2023

   I am rejecting this response because:
  
  Sports engine stated that I did not send them the *** for our website. 
  

  I sent them communications including the *** on:

  Sep 5 at 9:09am, Sep 5 at 4:18pm, Sep 5 at 4:38pm, Sep 6 at 1:09pm, and Sep 8 at 10:11am  

   

  Thank you

  
  

  

  Business response

  09/14/2023

  Hi ***,

  It looks like we dropped the ball with your migration from ***, which I can understand caused frustration in your site being down. I want to point out that we do have live chat and scheduled calls, however they are only accessible when logged into your site - which is what was causing the issues. 

  It appears as though you've now been assisted directly and are moving to a new platform for your needs. While we're sorry to see you go, we wish you and your organization the best of luck!

  Customer response

  09/15/2023

   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.

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Sportsengine has taken over my soccer league's league athletics website, with no advance warning. This has left me with no way to access those who have registered and paid to participate. I have tried to contact sportsengine multiple times to resolve the issue, and they are totally unresponsive.

  

  Business response

  07/13/2023

  We've had three separate Customer Support interactions (outreach) from ****** regarding his League Athletics account. In addition, numerous marketing emails have been sent over the course of the past two months to alert organization administrators that league athletics was transitioning over to SportsEngine, and steps to take in advance of the full transition. 

  SportsEngine has not taken over the account, as League Athletics has been a property of SportsEngine for over 6 years. ****** has access to his SportsEngine site. We are deprecating the platform and moving all accounts and functionality to SportsEngine, to better support our customers. 

  Thanks!

  ****

• Initial Complaint

  03/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Our association was inactive in April 2021. Sports engine was alerted to this change and still charged us for service 300 in February 2022. We were told a refund was issued but in our account it shows no pending refund. I have contacted them multiple times with no answer.

  

  Business response

  03/10/2022

  Our customer support team was made aware of this issue and processed the account closure request as discussed, however it appears that the refund back was held up in last month's payout within our financial department. I have pushed through a payout and you will receive your refund shortly.

  Thank you for your patience, and apologies for the delay.

   

   

• Initial Complaint

  02/02/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Years ago we had a website hosted by LeagueAthetics.com/SportsEngine. Our domain was transferred to our new hosting company and we were told that our previous site would be shut down. It came to our attention that our site https://www.leagueathletics.com/Default.asp?org=slfootballclub.com is still active. On 12/28/2021, I emailed a request to support (https://www.leagueathletics.com/guest/contact.shtml) requesting the site to be shut down as soon as possible. On 12/30 I received a response from a representative named Matt M which said "All set." I checked our link and it was still up so I responded on 12/31 to ask yet again for it to be taken down. On 1/6/2022 I received another response from Matt M asking if I still needed assistance. I checked and still the site is up. I responded and asked when the site would be taken down. On 1/6 I asked if there was another department I should contact. On 1/13 I received a response from Matt M that said "All set." On 1/14 After checking the link yet again, I responded "I am confused. The site is still up. When will it be taken down?" On 1/25 Matt M asked which link I was using to get to the site. I provided the link in the original message on 12/28 but I immediately replied, provided the link again and noted that users are finding it on Google. On 2/2 Matt M. sent another email which said, "Apologies for the delayed response here. Did you still need assistance with this one?" To which I replied, "Yes I still need assistance. The site is still up... and again, I need it taken down ASAP. Can you please tell me if there is another department I should be in contact with? This has been going on for weeks and weeks." I tried the toll free number on the League Athletics site (888) 506-7085. It says for support to log in and request assistance. I no longer access to admin credentials because I am not a customer. I tried to call the Sports Engine number (Matt's signature says Sports Engine) and could not find resolution.

  

  Business response

  02/03/2022

  Hi Rachel,

   

  Followed up with Matt, who assisted you, and he wasn't previously aware that your organization had two domains. While he did turn one of them off, the other was (incorrectly) still active. That has since been disabled, so please review and let me know if you continue to have any issues by reaching out directly.

   

  We appreciate your patience and the confusion around this request.

   

  Thanks,

  Lisa Akerson

  Sr. Director, Customer Experience

  [email protected]

  Customer response

  02/03/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16702192, and find that this resolution is satisfactory to me, however I have 1 follow up question. We are top search result on Google. Can this be removed as well?

   

  Thank you for the resolution. 

   

  Rachel Cahalan

   

• Initial Complaint

  11/08/2021

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  SportsEngine is not supporting their email communication preferences, and continue to email me with marketing messages after I have unsubscribed from all communications multiple times.

  

  Business response

  11/10/2021

  We don't show a full unsubscribe request within the customer account, however we have now globally unsubscribed [email protected] from all future correspondence. We also never received a request through our help center for assistance at [email protected] as is typical of unsubscribe concerns. 

   

  Within SportsEngine, there are a variety of communication types, based on whether the communication is coming from the youth sports organization, or SportsEngine directly. However, the global unsubscribe will remove [email protected] from all activity moving forward. 

   

  Thanks,

  SportsEngine

  Customer response

  11/10/2021

   Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 16107783, and find that this resolution is satisfactory to me.

  For the record their claims that they never received a global unsubscribe request are incorrect. 

*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. ↩