Matteson Square Gardens

Our company allowed all members to play on the team and the team is on game of

Complaint: [redacted] I am rejecting this response because:This company has not even come close to rectifying this situation They have neglected to acknowledge with you that they kicked us out of the league on Saturday They promised a refund at that time to "multiple" families and now reversed their decision once again We have told them MANY times we would be happy to discuss this with the owner Either the owner has refused to call and handle the situation or [redacted] has neglected to pass our information on to him Kicking us out of the league and telling us to pick up a refund on Monday is not allowing us to play This company cannot make up their mind on what they want to do and frankly are scrambling because they do not have a team to play the last five games of the season This is absolutely absurd, unprofessional, and will not be satisfied without refund and a conversation between my husband and the owner Below you will find the latest communication since the last Revdex.com reply.12/5/After my husband went to the business upon the request of [redacted] for the 2nd day in a row to pick up a check for a ½ season refund, we received an email from *** [redacted] said the following: “This is in regards to the [redacted] teamWe have spoken to a couple of parents from the team and they are saying that they would still like to playI just spoke to your husband and he informed me that your team does "NOT" want to playWe are definately getting conflicting storiesIn order to verify that each parent does or does not want to continue playing we are asking that you have them please call our office on Thursday, December 7th after 3:30pm [redacted] We would greatly appreciate it.” I responded to [redacted] at 8:pm that same evening with the following: “We were told by [redacted] that we were NOT ALLOWED to play at your facility any longer on Saturday We are not dropping the complaint at this point and we were told to pick up a check on Monday (it was not there) and then told to come at 3:on Tuesday (again no check present) Seems like the conflicting communication is within your business We will expect our refund check on Friday per ***'s conversation with [redacted] Tuesday evening If any parents wish to continue to participate in your league, they will contact you Parents have sent me home addresses to us for a refund check they were promised on Saturday They are currently waiting for after their refund and have been told they will not be playing for MSG.”8: [redacted] responded with the following: “We are asking to have the parents & the coach call on Thursday, December 7th after 3:30pmWe will need to speak with the parents before any refund is given, per [redacted] (Owner)She has already spoken with a couple of parents who do wish to continue to playIn order for us to be able to call the rest of the parents we would need a Roster filled out (per the agreement of the league when you registered) A Roster was never filled out So, please have your parents from the team and the coach call our office so that we can verify that they are not going to be playing before we can release any refundAgain, we would greatly appreciate it!!” Finally at 9:26, I responded with the following: “Thank youWe did fill out a team roster prior to the first game My husband himself stood at your desk and filled I out Another inaccuracy on MSG! I have notified parents and it is up to them to call All team members were notified Sat that they were not welcome to play per [redacted] .”12/Parents began emailing [redacted] and [redacted] to tell them whether their child would be playing or not (per their request) Parents have told them no their child will not be playing for this company and we would like our refund that was promised last Saturday.Two of the parents reported that [redacted] told them the owner is not out of town; after my husband was told he was out of town until Friday and that is why we couldn’t get the check sooner.This is the last communication we have had from MSG regarding this matter Sincerely, [redacted] ***

This is in response to the complaint that was made on 11/06/2017, ID# [redacted] , against Matteson Square GardenThe customer had stated that my employee gave her incorrect informationThe customer had asked my employee if she could have a 2nd grader on a 1st grade team in a 1st grade division (along with kindergartners) My employee told her that she could have the Kindergartners but not 2nd graders..if she had 2nd gradersshe would have to play up in a 2nd grade division(our rules are that players can play up but not down a division)My employee has worked here for years and knows the rules very wellBut regardless, I went ahead and decided to let the customers team stay in the division that she had signed up for, because when I spoke to the customer over the phone she had stated that "it was her own mistake" but could I please make it work, and Idid make it work, even though it goes against our rulesI then find out that the customer had made a report with the Revdex.com over this matter Since the matter had already been resolved I asked if she would please let the Revdex.comknow that we did resolve it in her favor(again, even though it did go against our rules)She then proceeded to tell me that she would NOT call the Revdex.com and let them know that it had been resolvedShe then says that thecomplaint was "NOT" made because my employee gave her incorrect information, it's now changed to My employee called her a [redacted] over the phone when the customer called to pay her balanceMy employee informed me that she has only talked to the customer once, and that was when she called to pay her balance and ask her if she could have 2nd graders in a 1st grade division as stated above, and in no way spoke to her in any derogatory way.My employee has NEVER spoke to ANY customers in a derogatory way and has never had ANY complaints against her in years of her employment hereAs you can see the customer (complainant) has changed her storynumerous times, and nowhere in the original complaint does it say that my employee called her any derogatory namesI have satisfied the customer's request to stay in the division that she has signed up for (against our rules) even though the mistake was hers, not my employeesI feel that we have resolved this matter in every and any way that we possibly canPlease contact me by email or [redacted] if you need any further information.I would like to have this matter resolved as soon as possibleThank You very much, [redacted] General Manager

Our company allowed all members to play on the team and the team is on game 5 of 10.

Complaint: [redacted]
I am rejecting this response because:This company has not even come close to rectifying this situation.  They have neglected to acknowledge with you that they kicked us out of the league on Saturday.  They promised a refund at that time to "multiple" families and now reversed their decision once again.  We have told them MANY times we would be happy to discuss this with the owner.  Either the owner has refused to call and handle the situation or [redacted] has neglected to pass our information on to him.   Kicking us out of the league and telling us to pick up a refund on Monday is not allowing us to play.  This company cannot make up their mind on what they want to do and frankly are scrambling because they do not have a team to play the last five games of the season.  This is absolutely absurd, unprofessional, and will not be satisfied without refund and a conversation between my husband and the owner.  Below you will find the latest communication since the last Revdex.com reply.12/5/17 After my husband went to the business upon the request of [redacted] for the 2nd day in a row to pick up a check for a ½ season refund, we received an email from [redacted].  [redacted] said the following: “This is in regards to the [redacted] team. We have spoken to a couple of parents from the team and they are saying that they would still like to play. I just spoke to your husband and he informed me that your team does "NOT" want to play. We are definately getting conflicting stories. In order to verify that each parent does or does not want to continue playing we are asking that you have them please call our office on Thursday, December 7th after 3:30pm. [redacted]. We would greatly appreciate it.” I responded to [redacted] at 8:21 pm that same evening with the following: “We were told by [redacted] that we were NOT ALLOWED to play at your facility any longer on Saturday.  We are not dropping the complaint at this point and we were told to pick up a check on Monday (it was not there) and then told to come at 3:30 on Tuesday (again no check present).  Seems like the conflicting communication is within your business.  We will expect our refund check on Friday per [redacted]'s conversation with [redacted] Tuesday evening.  If any parents wish to continue to participate in your league, they will contact you.  Parents have sent me home addresses to us for a refund check they were promised on Saturday.  They are currently waiting for after their refund and have been told they will not be playing for MSG.”8:47 [redacted] responded with the following: “We are asking to have the parents & the coach call on Thursday, December 7th after 3:30pm. We will need to speak with the parents before any refund is given, per [redacted] (Owner). She has already spoken with a couple of parents who do wish to continue to play. In order for us to be able to call the rest of the parents we would need a Roster filled out (per the agreement of the league when you registered) A Roster was never filled out.  So, please have your parents from the team and the coach call our office so that we can verify that they are not going to be playing before we can release any refund. Again, we would greatly appreciate it!!” Finally at 9:26, I responded with the following: “Thank you. We did fill out a team roster prior to the first game.  My husband himself stood at your desk and filled I out.  Another inaccuracy on MSG!  I have notified parents and it is up to them to call.  All team members were notified Sat that they were not welcome to play per [redacted].”12/6 Parents began emailing [redacted] and [redacted] to tell them whether their child would be playing or not (per their request).  Parents have told them no their child will not be playing for this company and we would like our refund that was promised last Saturday.Two of the parents reported that [redacted] told them the owner is not out of town; after my husband was told he was out of town until Friday and that is why we couldn’t get the check sooner.This is the last communication we have had from MSG regarding this matter.  
Sincerely,
[redacted]

This is in response to the complaint that was made on 11/06/2017, ID# [redacted], against Matteson Square Garden. The customer had stated that my employee gave her incorrect information. The customer had asked my employee if she could have a 2nd grader on a 1st grade team in a 1st grade division...

(along with kindergartners)…My employee told her that she could have the Kindergartners but not 2nd graders..if she had 2nd gradersshe would have to play up in a 2nd grade division. (our rules are that players can play up…but not down a division). My employee has worked here for 4 years and knows the rules very well. But regardless, I went ahead and decided to let the customers team stay in the division that she had signed up for, because when I spoke to the customer over the phone she had stated that "it was her own mistake" but could I please make it work, and Idid make it work, even though it goes against our rules. I then find out that the customer had made a report with the Revdex.com over this matter.  Since the matter had already been resolved I asked if she would please let the Revdex.comknow that we did resolve it in her favor. (again, even though it did go against our rules). She then proceeded to tell me that she would NOT call the Revdex.com and let them know that it had been resolved. She then says that thecomplaint was "NOT" made because my employee gave her incorrect information, it's now changed to …My employee called her a [redacted] over the phone when the customer called to pay her balance. My employee informed me that she has only talked to the customer once, and that was when she called to pay her balance and ask her if she could have 2nd graders in a 1st grade division as stated above, and in no way spoke to her in any derogatory way.My employee has NEVER spoke to ANY customers in a  derogatory way and has never had ANY complaints against her in 4 years of her employment here. As you can see the customer (complainant) has changed her storynumerous times, and nowhere in the original  complaint does it say that my employee called her any derogatory names. I have satisfied the customer's request to stay in the division that she has signed up for (against our rules) even though the mistake was hers, not my employees. I feel that we have resolved this matter in every and any way that we possibly can. Please contact me by email or [redacted] if you need any further information.I would like to have this matter resolved as soon as possible. Thank You very much, [redacted]General Manager

Complaint: [redacted]
I am rejecting this response because:
10/19/17 I spoke to the facility about switching our team to the correct league because we had 2 second grade players.  When I registered I marked what age my child was and realized upon completion of sending the deposit that I had registered incorrectly.  Therefore; I called the facility and they assured me that they would make this change.  I also told them that the families had requested no Wednesday games due to PSR for their children.  10/20/17 I called MSG again, confirmed our changes and then said I would make our final payment.  I again was told we will take care of it and it has been noted on your sheet. 11/6/17 I called MSG after the release of the schedule and was told I was speaking with [redacted].  This call was related to the scheduling of games on Wednesday’s and the league placement hadn’t been switched.  [redacted] refused to change our team to appropriate league and refused to let our team play.  She told me “no one ever makes mistakes in her company and that no one would have ever told me they would make any adjustments back in October.  She also said I never registered with any conflicts regarding Wed playing.”  I reminded her this was not done at registration and it was per a phone conversation on the 19th and then again confirmed on the 20th.   I asked for a refund since she was refusing to allow the boys to play and was told “absolutely not.”  At that point in the conversation I said I would have to resort to filing a Revdex.com complaint then because she couldn’t keep our money and refuse to let us play. [redacted]’s response was “What a [redacted].”  I was completely baffled by her response that I just ended the conversation and disconnected the call. 2 min.  later [redacted] called back “not to mention said her name when I answered” and proceeded to yell at me.  At this time I told her the conversation was over and she could speak to my husband the next business day.  This is when [redacted] hung up the phone on me. As soon as the call was ended I filed a Revdex.com complaint.  No other communication had taken place on this day.  My story has not changed throughout this process and I felt completely inappropriate writing the vulgar language used on the phone toward me as a customer.  Instead, I stated the main problem and that was the refusal to adjust properly for a team to play in the correct age group or to refund if they were not going to adjust. 11/7/17  My husband went to the facility at 4pm and spoke with [redacted].   At that time, [redacted] greeted him by saying she had spoken with his wife the night before.  The two came to an agreement that would allow our team to play in the current league because there was no way she could upset the other 90 coaches and adjust the schedule.  My husband pointed out that the website says schedules are not finalized until after week two of the season. [redacted] told him this was to allow her to move teams to appropriate divisions if they were not placed properly.  Again, she told him absolutely no refund.  My husband agreed to her terms that the boys could play and when complaints were received she would sit down with him to devise a plan.  He also told her that we are not a competitive team and could care less about winning or losing.  Instead, our kids just play to have fun.  We play together outdoor and this was our 1st indoor season.  He told her if it helps other coaches to have it show their team won the game then to do so; because we weren’t playing to win a trophy.  We are not playing major league soccer, rather we are wanting our kids to play friendly soccer and learn to love the sport. We received a phone call on 11/16/17 at 6:34.  [redacted] told my husband that we were not at the facility and we had a game.  He told her we are not scheduled to play today.  [redacted] then told him yes you were and the other team is very upset.  She asked him, “aren’t you a girls 2nd grade team?”  He replied, “No!  We are an all boys team!”  She hung up the phone and then called back moments later to say, no I was right you were scheduled to play.  Again, he ensured her she had the w[redacted]g team and we were a boys team!  She then said she had our team mistaken with another girls team that has the same name.  We did not miss a game, it was their mistake. We then received an email on 11/20/17 stating that all players must provide birth certificates before the next game and if they were not appropriate ages would need to be removed immediately from the team.  This goes against what [redacted] agreed to with my husband on 11/7/17. 11/27/17  [redacted] called and spoke to my husband asking why we would file a Revdex.com complaint after their facility went above and beyond to allow us to play.  He politely told her that the claim was filed by his wife on the initial night of the conversation and this was prior to any agreement they had created in person on the 7th.  [redacted] continued to say she and the owner were so confused because they had agreed to let us play.  Again, my husband told her that we can’t cancel a Revdex.com complaint and the resolution was made after a complaint was already filed.  [redacted] informed him that she would be meeting with the owner on the 28th and she would call us after to let us know how the meeting went in regards to the complaint.  My husband said he would prefer to speak with the owner himself and to please have the owner call us.  My husband informed [redacted] that I would not be speaking with her because I was upset at the way the situation was handled and the level of disrespect in how she chose to talk to me on the phone.  [redacted] told him the complaint said nothing about being called a [redacted].  My husband told her, my wife did not feel it would be appropriate to write that in a complaint but has absolutely no reason to lie.  No contact was ever received since 11/27. 12/2/17  Our team arrived to the facility for a 2:40 game.  Both teams were on the field waiting to start when the ref told our coach that we were needed in the office.  The teams could not play until [redacted] gave permission.  My husband went to the office and spoke to her directly.  She was upset that we had not cancelled the Revdex.com complaint and he told her you have to respond to it before a resolution can be marked.  He told her the biggest problem was the word choice she used with his wife on the phone.  She was shocked.  [redacted] told him that this was the first time she had ever heard of this complaint and that his wife spoke with another co-worker, [redacted].  [redacted] said that she was in the room during the conversation but that she was not the one on the phone.  This was odd, since she told my husband that she was the one that talked to me and the person on the phone identified themselves as [redacted].  She also said she has never heard any employee call anyone a name before.  She asked my husband to have me call her after the game so she could speak with me about it. The game was held and prior to the end of the game, my husband took my daughter to get a snack from the concession stand and was approached by [redacted] again.  She requested him to come to her office.  She told him that we were no longer allowed to play, this would be our last game, and the owner would bring a half season refund in check form on Monday.  My husband asked if it would be mailed or needed to be picked up.  She told him that she would call him on his cell (which he gave her) and that way he would know when to pick it up.  My husband informed once again that he would appreciate a call from the owner to resolve this matter.  We are also confused how kicking our team out doesn’t affect the remainder of the schedules.  You have 5 remaining games without an opposing team!  If this wasn’t an issue, then why didn’t the schedules get adjusted prior to the start of the season?  Several other parents spoke with [redacted] and she advised that the kids would be allowed to continue playing if the complaint was dropped.  It amazes me that if you file a complaint about something, the businesses response is to simply kick your team out of the league instead of trying to have the owner talk to one person and resolve the complaint.  Our small children are being punished for a complaint.  As a paying customer, we have every right to make a complaint when cooperation, respect, and ethical practices are not taking place.  Our intention with the complaint was to quickly resolve the matter (not get a response 1 month later) and to directly receive a phone call from the owner to have our concerns voiced and heard.  Instead, our claim was acknowledged a month into the season and then we were given an ultimatum; either withdraw our complaint or get kicked out of the facility.  Once again, he explained you can’t withdraw a complaint without responding and that this complaint was made the evening of 11/6/17.  No agreement had been made to allow playing until after Revdex.com had made initial contact on the 11/7/17. [redacted] has not been able to respectfully interact with us on this matter and instead has been very rude and unprofessional.  I am amazed that customer service like this is tolerated in a business that deals with so many family-based customers!  12/4/17 My husband called [redacted] to see if the check was available and she said no.  She informed him that the owner was out of town and it would now be ready tomorrow (12/5/17) at 3:30pm for pick up. 12/5/17 My husband went to MSG at 7pm to pick up the check that was promised today by [redacted].  [redacted] was not there.  He spoke with [redacted], who informed him there was not a check and that the owner was out of town now until Friday.  [redacted] asked my husband, “Are you guys not playing anymore?”  He responded with, “You kicked us out of the league!  We were told on Saturday we were not welcome per the owner and that is why a refund was being made.”  Once again, we have not had a follow through from MSG, nor a call from the owner like requested multiple times!
Sincerely,
[redacted] and [redacted]