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:05/28/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 paid $1,498.63 to Hoop Generation (HoopGen) for my sons Spring 2025 basketball program, based on promises of professional coaching, practices (Tues/Thurs), uniforms, skills academies, 6 local tournaments, and a 100% satisfaction guarantee. None of these were delivered as described. Practices were changed without notice to days we could not attend, often replaced by non-basketball workouts due to lack of court availability. The coaches provided were not professionals as promised, but college freshmen. Uniforms and backpacks were never received, and tournaments were canceled or inaccessible after I was removed from TeamSnap (the teams communication app) by the owner.I made numerous attempts to contact the owner and his assistant through email, text, and TeamSnap, but was ignored each time. The business advertises a satisfaction guarantee or credit, but refused to issue a refund or credit. Other parents have had similar issues and reported being ignored as well.Despite being a returning customer, I was treated unprofessionally and blocked from communication. My son was unable to attend practices or participate in promised activities. I am requesting a full refund of $1,498.63 as I did not receive the services I paid for, and the business has refused to resolve the issue. I have attached supporting documentation, including communications, the offer, policies, and screenshots showing my removal from the team.

• Initial Complaint

  Date:04/18/2025

  Type:Product Issues
  Status:

  UnansweredMore 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 signed my daughter up for an ********** that was dissolved because they did not have enough girls to build a team. In promising a refund, it has been 2 months and no funds have been sent. I have sent multiple text messages requesting a refund and have recieved many excuses. I am also reaching out to lawyer, as I have read many reviews that say this a pattern with this facility. This man takes advantage of families. He told me the Account was in the negative and that's why he couldn't refund my money until other people pay their dues. This business is not properly ran.

• Initial Complaint

  Date:04/12/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 web site and coaches promised practices 2 days per week for ***** minutes each, and 4-6 skills academies during non-tournament weeks. The skills academies were not provided, and no games were held, during the months of February or March. For the practices that were provided during these months, they were scheduled at the last minute (sometimes just hours before) with no information or advanced warning and/or they were re-scheduled at the last minute, making it impossible to attend due to scheduling conflicts. Sometimes, they were cancelled at the last minute, as well, with little to no notice. Additionally, the one practice that was held during this time that was scheduled with enough notice for us to attend did not meet the bar promised on the web site, which is that there would be 11 players on the team (the practice had over 20 players and did not have his coach in attendance). My son had not met either his teammates or his coach as of April 1, which is when we requested to withdraw from the team and receive a refund for the money we paid in February and March (around $1,400). The owner responded by saying he understood our frustration and offered to provide us with 3 private lessons to make up for the 6 weeks of not having team practices or games. This offer was not amenable to us, as we joined the league for team practices and games, not private lessons. The owner stopped responding to me after I declined his offer.

• Initial Complaint

  Date:05/17/2023

  Type:Product Issues
  Status:

  UnresolvedMore 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.

  Pseudo program, very unprofessional and careless of their customers. No communication the moment you hand your money. Practices get cancelled without notice or switch locations in very short notice; paid uniforms don't get issued, the owner mentioned a refund or partial refund but it never occurred. They put my 14 year old kid to practice with 7-9 year old kids, alleging that no other kids in the same age group had signed in. Coaches are very often late or not even show up, traffic is the usual excuse. We live in ****** where there's bad traffic, but out of discipline and respect to your customers you plan for it.******, the main character in the scheme, did not answer any of my calls nor messages when I tried to communicate with him, but as soon as I told him I was filing a BBB complaint, he responded very defensively and kept harassing me over text, as he apparently does with every other person that gives a legitimate unfavorable review on his business. He thinks people will give up and not do anything. This type of business should not be allowed to function; no commitment nor respect for their customers.

  Business Response

  Date: 06/17/2023

  We are very sorry for the customers experience! Overall, we contacted the customer with the options that we were giving to each customer on their child's team. The customer felt like we were trying to scam or fraud him of his purchase while all we were doing was trying to compromise. During the season we started off with 9 girls total and then that turned into 4 total on roster, with only 1-2 girls showing up to each practice making it tough to really build any chemistry. We do realize that we are a growing program and we will be trying to find more girls for each and every one of our upcoming season's. 

  Attached below is the message that we sent to the rest of the girls parents with refunds that have already been granted: 

  "Hey Parents! I first wanted to say how much myself and Coach *** & our staff have really appreciate the girls commitment to our program thus far. We have enjoyed developing the girls into better players and welcoming them into the HG family! We had 9 total girls at the beginning of the season and with drops and de commitments it was hard for us to form a team and we apologize for that. In our 3 year existence we have had only 8 total girls teams, so while we are still young in the process of working with lady ballers, we cherish the journey and we are looking to increase the amount of girl ballers that we bring into our program. That being said, I just wanted to thank you all for taking a chance on us and we hope this isnt goodbye!
  
  Here are the options you can choose for the current season:
  
  * Option 1: Continue out with current practices & training sessions through 6/24 (which was the previously sent out schedule) and receive a 50% refund for us promising tournaments and those not getting completed. The other 50% we will be keeping as our fee for all the practices and training sessions we have already completed and still need to complete. A lot of the sessions were in very small groups which should be looked at as small group training sessions, which is a lot more valuable in terms of development than team practices.
  
  * Option 2: End your current season and receive a half season credit for an upcoming season. Our next season will be this upcoming fall 2023.
  
  Please let me know your selection! Thanks"

  Customer Answer

  Date: 06/20/2023

  Complaint: 20067587
  
  I am rejecting this response because: we have never received the email the business says has sent out, much less given the options he states in his email. Moreover, multiple phone calls and text messages sent out seeking for resolution were ignored. Only when I mentioned that I was going to file a BBB compliant he responded in a belligerent manner and started harassing me over text.
  
  Regards,
  
  ***********************

  Business Response

  Date: 06/21/2023

  ****, youre THE ONLY parent that has not received a refund because you have been hard to reach. Can you stop with these games and just contact me directly for your refund, this is completely unnecessary. 
  

  and btw I have never texted you, I dont even have your number saved. 

  Customer Answer

  Date: 06/26/2023

  Complaint: 20067587
  
  I am rejecting this response because:
  
  I have never received emails nor texts offering the refund options hes referring to. I have transcripts of the texts I sent you ******. These include all the times I tried contacting you to no avail,  until I said I was submitting a formal complaint, which his when you starting harassing me. If you truly wanted to make it good for all parents and you were really struggling to reach me, you wouldve offer the refund in any of my multiple attempts to reach you. 
  
  Attached is my Venmo in case you want to settle this and refund me all my money. Make sure you upload the confirmation of transfer in Venmo as well. No confirmation picture means no transfer was made.
  

  Business Response

  Date: 07/11/2023

  Im not refunding you the full season payment, I attached the screenshots of what hoop generation is willing to do. 
  

  If you will accept the 50% refund then shoot me text and I can venmo you from there, otherwise have a blessed life :) 

  Customer Answer

  Date: 07/12/2023

  Complaint: 20067587
  
  I am rejecting this response because:
  
  Is this you kicking the can down the road??  I provided you with a screenshot of my Venmo account in my previous reply and its attached again; just act on it.

  
  Regards,
  
  ***********************