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Hoops City U Inc.

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Reviews Hoops City U Inc.

Hoops City U Inc. Reviews (1)

I was refused a refund/credit for the $365.00 I paid for a basketball program for my son, although other parents have been given refunds and credits.I paid $$730.00 for both my son's basketball program at Hoop City U. Unfortunately, due to a broken wrist, prior to the beginning of the program, my younger son was unable to participate. I spoke with his coach immediately after the accident and he told me that another player had a similar injury and that his parents received a check refund. He told me to just let coach [redacted], the owner, know about it and provide him with documentation from a doctor that my son could not play and I should receive a refund just like the other parent. I spoke with coach [redacted] about a refund or credit and he asked me to send him the documentation from the doctor, which I sent by email but I never heard back from him. In good faith, I continued to try [redacted] and [redacted], the manager, by calling and coming to the facility but to no avail. Then, I recently found out that about 2 months later, [redacted] sent an email to me about a credit of $289.00 towards another program, which I would not have been able to afford because it cost considerably more than my credit. However, I no longer had an email account due to a hacking incident and I didn't receive that email until an employee named [redacted] forwarded it to me a few weeks ago.Again, I called the facility and came up there several times to meet with [redacted] or [redacted] about this issue but neither of them were there when I came so I left my phone number and several messages with different people asking [redacted] or [redacted] to call me but they never did. Finally, [redacted] was able to get [redacted] to contact me and he said he would have to deduct about $100 from my credit because I did not get the email. That is absolutely unacceptable because they owe me a full refund or credit just as they have done for other parents. He is cheating me out of not only $100 but also $76.00 that I paid for my son's uniform that he never even received.Desired SettlementI would like a refund or credit of the full amount $365.00 that I paid.Business Response To Whom It May Concern,Below you will find a detailed series of events. Additionally, I have all signed documentation, agreements, and contracts confirming the below events, as well as all email correspondence with the complainant and can submit that via PDF attachment upon request. In August of 2015, Ms. [redacted] (who will be named as "Complainant" in the remainder of the document) brought her son, [redacted] (who will be hereby named as "Complainant's son" in the remainder of the document) to Team Carolina tryouts, where he was subsequently selected for the Fall 2015 season. On September 4th, Complainant alerted Hoops City that Complainant's son had suffered a broken wrist and would be unable to complete the Fall Season. She requested a refund in full. To participate with Team Carolina, Hoops City requires several written documents and agreements to be reviewed, signed and completed by both the athlete and the player. The Complainant completed and signed all 3 required forms (Parent Code of Conduct, Player Code of Conduct, and Participation Agreement) prior to submitting the tuition payment (total of $365.40) for the Fall Season. The Hoops City refund policy is clearly stated in item #9 of the Team Carolina Participation Agreement, and reads as follows:"I (we) have reviewed the Fee Schedule of this agreement and understand that the individual must pay all fees in full in accordance with the fee schedule, regardless of the duration of participation, since acceptance of a position on a team precludes the Team Carolina from providing opportunities to other players."The reason behind this stated policy is that each team has a finite amount of roster spots available. When a player accepts their roster spot, it therefore eliminates a spot that could be allocated to another individual. [redacted] (Team Carolina General Manager) sent Complainant an email re-affirming this policy on September 6th, 2015, and additionally as a gesture of good faith offered to refund the monies paid in should another player be able/willing to take his roster spot. While it is unfortunate that Complainant's son suffered an injury, standard/written protocol was followed.Following the Fall season, Complainant's son was registered online (by family) for the Team Carolina Early Spring Tryouts, which were held October 24 & 25, 2015. It is important to note that as an organization, we require each and every family to register for tryouts. A required portion of the registration is collecting the most up to date up to date contact information for each family, as it is very common for families to have updated email addresses, etc. When Complainant's son was registered for the Early Spring tryouts, the phone associated with his account remained the same; however there was an updated email address provided ([email protected]). As is standard policy, all contact information for each athlete/family is replaced with the most updated information provided at tryout registration for each season. Complainant's son attended both days of tryouts, and was selected for our 8th Grade Team Carolina Blue (Coach [redacted]) roster for the 2016 Spring Season. During these tryout sessions, Complainant approached [redacted] and expressed her intention to apply the funds she paid in the Fall for Complainant's son to the Spring tuition amount (should he be named to the team). The tryout results notification email was sent to [redacted].com. [redacted] requested that Complainant send the doctors note, diagnosis, and any other applicable information regarding Complainant's son's injury via email, and that he could speak with Hoops City/Team Carolina President Coach [redacted] regarding a credit towards Spring. Following our Early Spring tryouts each season, we host our Annual Team Carolina signing night, where we invite all players who were named to our Spring rosters (and their families) to attend. We host an informational meeting covering our Spring season, and then call up each athlete individually to sign their letter of intent. Complainant and Complainant's son both attended the Signing Night and Registration held November 1, 2015. Complainant signed and completed the required forms (same as Fall but updated season - Participation Agreement, Parent Code of Conduct, Player Code of Conduct, and Uniform Size Selection) for participation. Additionally, Complainant's son was called to the stage and signed the Team Carolina Letter of Intent to play for the 2016 Spring Season. By signing the letter of intent AND completing the required forms, this confirmed that the Complainant's son accepted his roster spot and intended to participate in the Spring season. Complainant emailed Coach [redacted] all of the documentation surrounding the injury, and Coach [redacted] granted the tuition from Fall of $289 be applied to Complainant's son's account for the Spring Season. From this point on, Complainant [redacted] was copied in to each and every email to players and families regarding the Spring Season. These emails are included in the subsequent There was never a bounce back email received, and never once during the season was Hoops City alerted that Complainant's son would not be participating. In February, I sent Complainant an urgent email requesting payment and communication immediately as Complainant's son's account had become delinquent (as credit from Fall only covered partial Spring tuition). On February 20th, Complainant's son was removed from the spring rosters due to non-payment and non-communication. On May 23rd, Complainant called Hoops City and spoke with [redacted], the day manager. She expressed that she wished to use the credit from the Fall season towards summer camps. [redacted] forwarded her the email from [redacted] regarding the Spring Season delinquency and non-communication, and she informs [redacted] that she never received that email or any further communications because her email was hacked. [redacted] followed up directly with Complainant via email, and informed her that there was no longer a credit available to her, as it was applied to the Spring Season per her request and subsequent enrollment. However, as a gesture of good faith she was offered the opportunity to enroll Complainant's son in our specialized Summer Boot Camp beginning in July, which is a $185 value. No further written communication was received from Complainant, until she alerted Coach [redacted] that she was contacting the Revdex.com. Complainant did stop by Hoops City on June 20th, and spoke with [redacted] directly. She was very agitated, and insisted she never intended for Complainant's son to participate in the Spring season (despite bringing him to both days of tryouts, completing the required forms and registration, requesting funds be applied to the Spring Season, and Complainant's son signing the Letter of Intent to Play). [redacted] attempted to explain that there was no longer a credit available but that he could take advantage of the Boot Camp, however Complainant insistent on a full refund. Before leaving, she informed [redacted] that she would be calling the Durham Police Department to further investigate the matter. Final Summary:Complainant does note that her coach informed her she could receive a refund. I have found no evidence that this was implicitly stated and there is no written confirmation on this subject. No coach within our program has the authority to issue refunds, as all refunds and complaints are handled directly by [redacted], the Team Carolina General Manager. In all cases, standard protocol is followed, as our documentation clearly states that there are no refunds. In this case, we went above and beyond our standard policy to offer a credit to the complainant to use towards the Spring Season (they registered for Spring tryouts, attended Spring tryouts, and registered/signed letter of intent to play the Spring season). The complainant alone decided not to participate in the Spring season, and by electing not to participate after registering the credit was no longer available. As a final gesture of good faith, though there was no credit remaining on the account, Hoops City offered the complainant's son an opportunity to register for a Summer Boot Camp training class (which is a $185 value). This was above and beyond all policies, and done in the interest of good faith and customer service. Consumer Response Again, I was referred to [redacted] in regards to my refund/credit request and he advised that I email my son's injury documentation directly to him and he would take care of it personally. I emailed him the documentation on 11/3/15, however I never received a response from him. Therefore I didn't know he had applied the $289 to the spring tuition and expected me to pay a substantial increase in additional fees because it was more than the fall tuition. I thought the fees would be the same. If he had responded to me I would have told him I could not afford to pay any more fees than I had already paid for the fall season but I never had a chance to communicate with him despite the messages I left via email and directly with his staff at Hoop City. I never received emails from [redacted] because I didn't have access to that email address anymore. However, I was expecting an email response from [redacted] via the email I address I used to send him documentation for my son's injury. Since I had not received a response from Coach [redacted], I went to Hoop City in an attempt to reach him. I spoke with [redacted] about my request for a credit and he told me even if I receive a credit I would have to pay more because the Spring tuition is more than the fall tuition. I was concerned that I didn't have the money to pay the additional fees so I left my phone number with [redacted] and asked him to have Coach [redacted] give me a call so we can discuss my concerns. I still did not receive a call from Coach [redacted] so I went to Hoop City again and [redacted] said he would have [redacted] call me or email me. I left my email address with [redacted] and he emailed me a few days later explaining that [redacted] had been trying to contact me using another email address. Again, I wasn't expecting [redacted] to contact me regarding this matter because he had previously referred me to Copach [redacted], the owner, to resolve the issue so I was, in good faith, attempting to resolve it with Coach [redacted] but never heard anything from him after I sent him the documentation. If Coach [redacted] had responded to my email on 11/3/15, and explained that he could give me a credit but the spring season would be considerably more, I would have told him I couldn't afford to pay more and maybe we could have resolved this issue back in November 2015. It's not my fault that he didn't respond to me even after I made several attempts even in person to resolve this issue.Again, I wasn't aware or expecting that [redacted] was contacting me regarding the credit because he referred me to Coach [redacted]. Stating that a credit can't be issued because of a lack of communication on my part is incorrect and unjust, due to the fact I made several attempts in various ways to communicate with Coach [redacted] regarding this matter. I'm absolutely sure several of his staff, including [redacted] and [redacted], can confirm that I called and came to Hoop City several times over several months in an attempt to resolve this issue. Additionally, no one ever returned my many phone calls although they had my phone number. I also have several emails, call logs, as well as dates and times that I came to Hoop City to resolve this issue, to no avail. Due to these extenuating circumstances, hopefully, Coach [redacted] will be civil and understanding enough to grant my request to reinstate my son's $289 credit as well as the money I paid for my his uniform that he never received. If not, then I'm requesting that he at least give my son the uniform that I paid for as well as the boot camp enrollment that was offered. Final Business Response As stated previously, the complainant's son attended both days of Early Spring Tryouts, the complainant was that her son was selected for the team, and they attended the signing night and signed the letter of intent to play the Spring Season. Additionally, the complainant completed the required documentation to play the Spring season. We do have signed copies that we are happy to share. One of the signed documents, the 2016 Spring Participation Agreement, states in item #9: "I have reviewed the fee schedule of this agreement and understand that the individual must pay all fees in full in accordance with the fee schedule..."The complainant states that she had no intention of signing her son up for Spring AAU and was unaware the fees were higher - however he attended tryouts, she completed all documentation to finalize his registration and even signed a document stating she understood the fee schedule. Though no credit was due to the consumer per signed policy, a credit of $289 was applied to the account, as a gesture of good faith as he was unable to complete the Fall 2015 season. Since the latest communication from the complainant, she has taken advantage of the additional gesture of good faith offered by HCU management and has enrolled her son in our Summer Boot Camp at no cost (a $185 value). At this point I am unsure why the complaint is still ongoing, however we are happy to provide any additional information or documentation requested.

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Description: Camps

Address: 4300 Emperor Blvd # 250, Durham, North Carolina, United States, 27703-8416

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