ComplaintsforPlay Your Court, LLC

• Initial Complaint

  01/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Purchased a tennis membership to allow my son tennis play time with other tennis players close by, and for us to gain a local coach. Membership had a 30 day risk free, easy refund guarantee. After signing up we discovered that there were only 3 players locally, who were not interested in match playing my son, even with me present, because he was a minor. There were no local coaches available to our local area either, which was one of the main reasons I purchased. Membership was purchased on 9/28/23. Website says you can cancel by calling the number, emailing, or doing it on the app. When you call the number ************ and press 3 for the corresponding prompt, it you directs you to email ****************************. I emailed this email on 10-14-23 (attached), requesting the refund and received no response. I then disputed the charge with my Mastercard Company (shown). Play Your Court responded by saying I never reached out to them (incorrect as shown), and said they would gladly refund my money. I was recharged via my Credit Card Company. I emailed Play Your Court on 11/25/23 for my 3rd request by writing (2 by email) and (1 via the app/ shown). I was told that until the dispute was closed, Play Your Court could not refund my money. It is closed by my credit card company, as of November 2023, and this company needs to stop playing games and issue my refund.

  Business response

  01/02/2024

  Hello ******,

  I apologize for your experience. I don't think we got your original email and was able to refund before you disputed. Once you dispute, we can't do anything until it's settled. As you can see (image attached), it's 24 days until a decision is made. Most likely, it will be in your favor and it will automatically be refunded. If for some reason it's not in your favor, we will refund it. I wish I could do something now, but it's with the bank.

  Please let me know if you have any questions.

  Thank you,

  *****

   

  Customer response

  01/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  I am attaching the proof from my ******** ******* Website showing this dispute is closed on their end as of November and the letter stating the same which was previously provided to Play Your Court. 

  Play Your Court needs to close this dispute on their end, over ride their system if needed, and refund my money immediately, or I will be forced to reopen the dispute with ******** ******** 

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

  Business response

  01/03/2024

  Hi ***********

  I attached the screenshot again, you can see it now says 22 days (said 24 days before). I cannot do anything until it resolves.

  Did you drop it or did they settle in your favor?

  I'm sorry, my hands are tied. I would close if I could.
  

  *****

• Initial Complaint

  09/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  In July of 2023, PlayYourCourt charged me ****** for a tennis lesson that I never scheduled. I deleted the app back in late 2022 due to never using it as well as moving to a different county. There is no customer service # or actual person to speak to about a situation as such, you just have to email them with hopes that they will email you back. I went to my bank and files a dispute and just got a notification from my bank denying me the ****** reversal. This company is fraudulent and needs to be held accountable for stealing money from people.

  Business response

  09/19/2023

  Hello ****,

  Sorry for any confusion, I hope this will help you:
  

  -You signed up for PlayYourCourt annual membership on July 18, 2022

  -You were charged for your second year on July 18, 2023 (this was not for a lesson)

  -I see that you emailed us 5 hours ago and we responded within 2 hours. This is the first time we've heard about this situation (image attached)
  

  -You disputed it so it's in limbo until Oct 21 when they settle it
  

  Unfortunately, there's nothing we can do on our end but wait til it's settled by your bank on Oct 21.

  I do see you completed the cancellation process and you will not be charged again next year.

  Please reach out after Oct 21 and we can refund.
  
  Thank you,

  *****

• Initial Complaint

  06/26/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On June 20th, 2023, I was charged *****5 cdn (****** usd) to my Visa. I have never signed up to become a paying member and definitely never authorized any charges. I downloaded the app and that was about as far as it went as I never went on to use their services. Furthermore, you can't access any membership details on the app and I couldn't see anywhere where my credit card info could be entered. It was only when signing on using a computer was I able to cancel said membership. Also tried calling the number provided and was instructed to contact them via email. Lots of hoops to cancel a charge I wasn't aware of or ever authorized.

  Business response

  07/03/2023

  Hello *******

  You signed up for PlayYourCourt June 19, 2022. The receipt is attached. You signed up for the yearly membership, which was charged again June 19, 2023.

  It's easy to cancel inside your account, which I've seen you've done and will not be charged again. You can always contact us and get a reply within 24 hours at *****************************

  Let me know if you have any further questions.
  
  Thank you,

  *****
  

  Customer response

  07/15/2023

  This company is clearly making it difficult to cancel and also unclear about memberships. You cannot cancel via the app, which is just another tactic on their part. You can close the case as I have taken it up with my credit card company. Thank you :)

• Initial Complaint

  04/03/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  on 03/30/2023 Play your Court billed me $***** for an annual membership fee that I never authorized...I have never used their services and had no idea I was even a member...I got no notification of a bill processed or even due...I checked my bank acct and found the transaction...I cancelled membership which I did not even know I had...I think I made an inquiry in 2021...but never joined as a yearly member

  Business response

  04/04/2023

  Hello ********

  I'm sorry for any confusion.

  You signed up to be a PlayYourCourt member to find tennis partners March 29, 2021.

  It looks like our customer service team already refunded and you said you notified *** to drop the complaint (attached).
  

  Thank you,

  *****

   

   

• Initial Complaint

  03/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 26th my account renewed at the price of ****** I was able to get A discount for this year of *****. I got a refund for the ****** but then was again charged it on March 27th and I would like my money refunded to me. I should of only been charged ***** but instead I was charged *******.

  Business response

  03/30/2023

  Hello *** -

  I just looked at your account and talked to our team. Everything has been refunded already, but here's what happened:

  They refunded the ******* charge, but then it looks like you wanted to remain a member but at a discounted rate, so they charged your card the $*****.

  Like I said, everything has already been refunded. Do you want to still have a membership?

  Thank you,
  
  *****
  

• Initial Complaint

  08/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The company refuses to refund my un-used lessons despite written guarantees of 100% refundable/satisfaction guarantee on their site. They claim they cannot give a refund for lessons older than a year, yet this is policy not stated or documented anywhere on their site or in the purchase. I asked for a statement of this policy and shared their own website screenshot with them. They were unable to produce any documentation despite repeatedly asked, and at one point agreed to the refund but then refused again. There is no actual consumer policy for the refund, the company needs to honor the guarantee.

  Business response

  10/26/2022

  Business Response /* (1000, 5, 2022/08/11) */ Contact Name and Title: **** ******, GM Contact Phone: XXX-XXX-XXXX Contact Email: ****@playyourcourt.com Our refund policy is good for 1 year, she's asking for a refund after that, to maintain a successful business we don't do that.

• Initial Complaint

  07/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  They unilaterally charged me ****** for an "annual renewal fee", without any notice and without any terms and conditions in place that allowed them to do so. When I noticed the charge on my bill and called them, they refused to refund the money. When I asked them where on the website or in any communication to me they had provided notice that I would be charged a renewal fee, they said they couldn't find any such notification or communication.

  Business response

  07/21/2022

  Business Response /* (1000, 5, 2022/07/07) */ One of the business partner's reached out and kindly resolved this issue.

• Initial Complaint

  01/05/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of 20 lessons with an instructor in 2020. I used two of these with an instructor, but she moved, and so I am seeking to get a refund on the remaining lessons. Their guarantee reads: "Satisfaction Guarantee--We are so confident in our coaches that we offer a 100% satisfaction guarantee. If we can't find the perfect instructor for you then we will refund your unused lesson credits." PlayYourCourt denied my request by saying: "Lesson hours are good for a year. We cannot issue a refund for your tennis lessons from 2020. Your tennis lessons have expired." This is despite the fact that at the time of purchase, there was no statement that my lessons could expire. I reached out to them after they denied my request, and they wrote back "You're right it doesn't say the lessons expire in one year online" but continued to insist "We will not be issuing and refunds after one year of purchase." This is, again, despite the fact that no such policy was communicated at the time of purchase.

  Business response

  08/22/2022

  Business Response /* (1000, 5, 2022/01/07) */ Hi ******, we noticed you just left a 5 star review on your coach, thank you for that. Unfortunately, you purchased your lessons over 2 years ago and they are only good for 1 year. But we're more than happy to extend your credit with your current coach or a new one, but we cannot offer a refund. Consumer Response /* (3000, 7, 2022/01/11) */ (The consumer indicated he/she DID NOT accept the response from the business.) Thank you for the response. When I purchased my lesson, there was no stipulation that they nor the refund guarantee attached to them expires or to use your language are "no longer good." A business cannot change the nature of the good purchased after payment has been made. I stand my previous request to receive a refund. Business Response /* (4000, 9, 2022/01/13) */ This is our listed refund policy on the website. "Satisfaction Guarantee We are so confident in our coaches that we offer a 100% satisfaction guarantee. If we can't find the perfect instructor for you then we will refund your unused lesson credits." You are not giving us the opportunity to find you another coach, therefore do not qualify for refund. Consumer Response /* (4200, 11, 2022/01/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) The business previously claimed that the guarantee expired on my lessons in a year. In my response, I said there was no stipulation at the time of purchase that the guarantee expires in a year. Their recent response dodges this issue. Business Response /* (4000, 13, 2022/01/18) */ You booked online ******** Right next to the online checkout is our Satisfaction Guarantee. It clearly states that if you are having problems with you current instructor, we can find another coach for you. If we CAN'T, we would refund. I'm pretty sure you are still working with coach ******** that we introduced you too, considering you put in a 5 star review for her on Dec 21, 2021. We actually are alright with refunding students, if it's our fault. We are not willing to be taken advantage of though. If you would like tennis lessons, we are happy to provide a coach for you, just call us at XXX-XXX-XXXX and we will honor you credit from two years ago at current rates. Consumer Response /* (4200, 15, 2022/01/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) The argument so far has centered around PYC claiming that the refund guarantee had expired *in violation* of its own Satisfaction Guarantee. Furthermore, as noted in our correspondences, ******** has moved away which precipitated this entire incident. Your claim is that I am trying to take advantage of the company. In our email correspondence I see the exact opposite: the company trying to revoke a guarantee that it made. I am puzzled that the company now suddenly claims the guarantee now holds. I am glad to hear that, but am offended by the unjustified character attacks based on false argumentation.

• Initial Complaint

  12/02/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had subscribed to their subscription service a couple of years back. Last year in March, I'd contacted customer service and got my account canceled. But, I saw a monthly charge of ***** even after the cancelation. When I got in touch with the rep on the customer support phone, they assured me that the account was canceled. When I tried to log in to my account, I was surprised to see that my account status was turned on to 'Active'. I immediately emailed their customer support and asked them to terminate immediately. This was on June 25th 2021. I received a confirmation email saying the account has been deactivated and I will be getting a refund for the last month charge. But, even after that, they keep charging my card month on month. Every time I have to write to them and they assure that it will never happen again. Twice I've disputed the charge with my CC provider and after investigation, they refund me the money. But again, today I see they have charged my card again on 22nd Nov. They keep assuring that they will never charge again, but every month they always keep doing the same. I'm tired of these emails and followups with them.

  Business response

  01/10/2022

  Business Response /* (1000, 5, 2021/12/10) */ Hello ***** We appreciate you trying our community! It looks like we refunded you, but somehow there was an issue on our end that reactivated your account. We've canceled it and refunded all your payments. I apologize for any hassle and inconvenience. If you have any questions, please don't hesitate to call us. Best, *****

*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. ↩