Southern Maryland Youth Organization

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed as Answered] Complaint: [redacted] I am rejecting this response because: I think MsB [redacted] is taking this matter personally and she is saying things that don't matter or are false It doesn't matter I didn't tell her which league I signed my daughter up with, I didn't have to tell her that I never denied contacting others, I had to because MsB [redacted] stopped communicatingAs you can see in the attached email, not only did I call MsP***, I emailed her letting her know I called her and gave her my work number A "full soccer kit" was sent to me and it included the jersey and socks I paid for That should have been given to me from the start when I originally asked for it since I paid for it I am requesting money back for not receiving the service SMYO claims to provide Regards, [redacted]

June 14, 2016 [redacted] :This letter is in response to the complaint submitted to the BBB by [redacted] . This complaint was assigned ID number [redacted] .The information contained in this letter accounts for the step-by-step of the issue surrounding the refund request by the [redacted] Family. As... you will find, **. [redacted] was well informed that we do not give refunds once rosters and uniforms are completed and purchased. This timeline is proven by the correspondence. [redacted] ' unwillingness to give our training and program a chance leads me to speculate that her daughter was on a waitlist with another league and when she was accepted to that program, she requested the refund with our league.Registration refund information stated on our website, highlighted is a necessary statement with regard to this issue:SMYO Refund PolicyAll refund requests must be made in writing, either electronically or manually.For thefall 2016 season, such requests must be made and postmarked by 23 July 2016 for Soccer and 20 August for Baseball. Requests must be sent to our physical address:SMYO, PO Box **, Pomfret, MD [redacted] or Refund requests may also be emailed to any Sports Commissioner. They must be received by the above mentioned date.***If you are rostered on a team and/or received a uniform, no Refund will be given.Refunds cannot be made through a verbal agreement. SMYO is a non-profit organization and has to keep records of all transactions. A written refund request is the appropriate documentation for recordkeeping. It is inappropriate for a coach to initiate a refund request, on your behalf, verbally with the SMYO or its Officers. SMYO will not issue a refund check in this manner.If you need a refund for any valid reason, please send SMYO a note explaining the need for the refund, and have it postmarked by the appropriate date. Requests sent will be reviewed as soon as possible. If you registered by credit card, your refund will be less the processingfee. Refund checks will be mailed once SMYO receives notification that your registration fee has cleared the bank.Please note that refunds for the upcoming Fall 2016 season will not be issued for any reason if submitted after 23 July for Soccer or 20 August for Baseball unless otherwise determined by the SMYO Board of Directors.2/10/2016 – [redacted] registered [redacted] for U7 (5 and 6 year old) soccer with SMYO.2/23/2016 — Received an email from **. [redacted] stating that her daughter had only played one season of indoor soccer but likes playing goal keeper and would be interested in extra training.2/27/2016 — Spring registration closes3/5/2016 – Rosters prepared; Verified via rosters email'd to the volunteer coaches3/7/2016 – Uniforms for spring season ordered; Verified through invoices from vendor3/12/2016 – Meeting called with parents for teams without coaches. As we are an all-volunteer organization and the beginning of the season is very busy, the main area of the clubhouse was in use so I had the soccer parents join me in our garage. It was only a 30 minute meeting where I talked to the parents about coaching and how fun and rewarding it is to train and grow young athletes. I also ensured the parents, if they were able to step up, that they would have my full support and attention for questions, planning, etc. I ensured that the parents understood that all volunteer coaches start out like this as I did as well. I had to learn and grow with my teams and I now coach championship teams. The meeting was very successful as I had parents volunteer for each team that needed a coach.3/15/2016 — Roster sent to the new volunteer coach where [redacted] ' daughter was placed.3/17/2016 – Email received from **. [redacted] stating the following:Hello Melissa, I would like to request a refund. I know you guys clearly explain you do not give refunds after the child is placed on a team but I would like you to consider my request. I do not feel the service we are getting is worth the money I paid. I used Charles county in the past. They were half the price but our coach was new and [redacted] just wasn't learning much. I sought out what I thought would be a better league and was willing to pay more than double only to find out I was going to get the same thing over again. Coach D [redacted] seems very nice and I applaud her for stepping up and volunteering but it really bothers me that I am paying over $100 to start the season late, have the shortest amount of practice time than all the other teams, and she is just now researching how to coach with four kids to manage. I don't believe [redacted] will do any better than she did with Charles county. If you can provide any assistance I would really appreciate it, [redacted] NOTE: Ms. [redacted] has not allowed SMYO Soccer provide her daughter any service at all.3/18/2016 – Email response to [redacted] ,I am so sorry that you feel this way and disappointed that you want to leave. Please understand that this is not the only team starting a little late and I can assure you that nothing is lost. We have a whole season ahead of us and the players will learn and grow in this game. While we can not refund your money because most have already been allocated and spent on uniforms, supplies, etc, I hope you can support this wonderful volunteer that is giving it her best. We do charge more than others but you receive so much more, such as a complete uniform, more games, special camps, our own fields that you help pay for the care, and a season tournament. Your coach has opportunities to plan extra practices since we own our own property and have the team parties here. You, as a member are welcome to come use the fields for extra practices as well. If you think [redacted] would like some extra instruction or practice, let me know. Maybe my daughter or my U18 girls team can volunteer to help with her skills. I am also offering Skills training this season, the schedule will be posted today. I do believe this will work out and I plan to help Coach Dee or find someone to come to a practice - we have several licensed coaches willing to lend an extra hand. I should let you know that I was once Coach D [redacted] and the first season was successful - over 10 years ago. All of my players trained and learned. The greatest gift is the fun they had and knowing when they returned the next season, we were ready to work and continue our training. My players are still my players today. Today, I hold the National E Soccer Coaches license, have trained with world class Coaches but most of all I am willing and able to ensure that all my Coaches are comfortable and have the knowledge to training our players. I look back on the day when I was asked to coach soccer, it seems so far away because of the training and love I have for the game, you would never know I began as Coach Dee and many others that just stepped into the role of Coach.I ask that you and [redacted] give us a chance to grow her soccer skills as a team.Thank you,MelissaAs clearly stated, I offered **. [redacted] multiple opportunities for her daughter. I described a bit of my experience as a volunteer coach with Ms. [redacted] as I started out the same as Coach D**.3/18/2016 — Received the following response from [redacted] Melissa,I appreciate your encouraging words and offering to give [redacted] extra practice; that was very thoughtful. However, I think your situation is the exception not the rule. What you've done is amazing, a true success story, but I just don't see that being a common occurrence and I still feel I would not be setting [redacted] up for success so I signed her up with a different league. I told Coach D [redacted] Tuesday practice days would not work for us, which is true that would be a hard day for us, so she is aware we are pulling out. Can I get a partial refund and I will pick up ***'s uniform whenever you have it available? [redacted] As clearly stated by **. [redacted] in this email, she still isn't willing to give the coach and extra training a chance and has signed her daughter up with another league. Knowing the community and how the other leagues run their registration, they would all be in late registration if and only if there are available spots in an age group.3/27/2016On this date, **. [redacted] emailed the Baseball Commissioner thinking that another member of the Board would have a different view of this situation.Good morning, I am so sorry to hear you are not happy with our Soccer program. We truly strive to be the best in the region. I know that we offer many opportunities that other leagues do not offer, like free weekly skills clinics for players and goalie camps. We also offer coaching clinics for our coaches. You mentioned you started the season late, and I am wondering if you have had a chance to really see what SMYO has to offer.Unfortunately, all refunds after a child has been placed on a roster has to be voted on by the Board of Directors. I am sure it will be discussed at the next board meeting.Please give us a chance to see if maybe your first impression is not an accurate depiction of all we have to offer. Thanks, [redacted] ***Baseball CommissionerOn Mar 27, 20162:59 PM, " [redacted] ".< [redacted] @***.com.> wrote: Hello,I don't know if this is the correct group to email but I am trying to get a refund and am not getting a response. I originally sent Melissa the following email:I would like to request a refund. I know you guys clearly explain you do not give refunds after the child is placed ona team but I would like you to consider my request. I do not feel the service we are getting is worth the money I paid. I used Charles county in the past. They were half the price but our coach was new and [redacted] just wasn't learning much. I sought out what I thought would be a better league and was willing to pay more than double only to find out I was going to get the same thing over again. Coach Dee seems very nice and I applaud her for stepping up and volunteering but it really bothers me that I am paying over $100 to start the season late, have the shortest amount of practice time than all the other teams, and she is just now researching how to coach with four kids to manage. I don't believe [redacted] will do any better than she did with Charles county.She told he l could not get a refund so I requested a partial refund and I wanted to pick up the uniform that was supposed to be ***'s. I did not get a response so I asked again and still have not received a response.Can someone please help, [redacted] As you can see, **. [redacted] received the same information from the Baseball Commissioner.4/26/2016 – On this date, **. [redacted] inquired about the Board's decisions on a refund.4/27/2016 – **. [redacted] and I exchanged email as below. As noted below, SMYO President and [redacted] ' husband.Date: Wednesday, April 27, 2016, 8:12 AMMelissa, That is unfortunate since I do not feel you guys fulfilled your side of the bargain. I don't think anyone wants to pay over a hundred dollars for a service only to be pulled into a shed at night and watch as others are strong armed into coaching that have no experience. That is not a good way to do business. I would like to pick up the uniform I paid for, when and where can I do that? [redacted] On Wed, 4/27/16, SMYO Soccer <smyosoccer@***.com.> wrote:Subject: Re: Refund Request for [redacted] To: " [redacted] " < [redacted] (@***.com.> CC: " [redacted] " < [redacted] @***.com.>, "Kris P***"<smyopresident@***.com>, "SMYO Baseball" <Smyobaseball@***.com.>Date: Wednesday, April 27, 2016, 6:27 AMHello [redacted] , As stated earlier, refunds are not given once the player has been placed on a roster and uniforms have been ordered - full or partial. This is clearly stated during the registration process and in several locations on our website so that the message is clear. When your first request was received, several options were given to ensure that [redacted] had a successful season with SMYO. You stated clearly in your next response that you still didn't feel that what was being offered was adequate enough at the U7 level andinformed myself that you registered with a different league. These exchange of emails and refund request was received after rosters were well formed, equipment for the season prep'd, and practices underway.SMYO's Officers and Board of Directors stand by this policy.We wish you great success in your new league and hope that [redacted] is enjoying playing Soccer Sincerely,Melissa5/17/2016 – **. [redacted] emailed inquiring why we had not responded concerning her refund.5/31/2016 — Letter received by myself from the BBB.In conclusion, it is clearly stated what the policy is concerning refunds. It is perplexing the effort taken on this issue with all the information given to [redacted] . Furthermore, as a very young player with only one season, her daughter has a huge amount of room to grow with the game. The opportunities that I gave to **. [redacted] were above and beyond what is usually offered to any U7 player. Although, I will and have individually trained players throughout these many years of coaching.Sincerely,///Signed///Melissa B [redacted] SMYO Soccer Commissioner/Board Member

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
 Complaint: [redacted]
I am rejecting this response because: I think Ms. B[redacted] is taking this matter personally and she is saying things that don't matter or are false.  It doesn't matter I didn't tell her which league I signed my daughter up with, I didn't have to tell her that.  I never denied contacting others, I had to because Ms. B[redacted] stopped communicating. As you can see in the attached email, not only did I call Ms. P[redacted], I emailed her letting her know I called her and gave her my work number.  A "full soccer kit" was sent to me and it included the jersey and socks I paid for.  That should have been given to me from the start when I originally asked for it since I paid for it.  I am requesting money back for not receiving the service SMYO claims to provide. 
Regards,
[redacted]

In the complaint submitted by [redacted], ID [redacted], SMYO will acknowledge her concerns with the added information as per email and phone contact.**. [redacted] stated she told me via email she had registered with Waldorf Soccer Club on 17 Mar 2016. In my correspondence from 18 Mar 2016, **. [redacted] states that she signed [redacted] up for a different league but doesn't specifically refer to Waldorf Soccer Club.**. [redacted] reiterated the offer for my daughter and team assistance with [redacted]'s development. I used the word 'maybe' to give the option not to say I might' allow it but as options.**. [redacted] stated that the portrayal of her contacting another individual with the league was incorrect when in fact, she did contact another Commissioner and she in fact, received the same response. It clearly stated on our website the refund policy, within our registration system, and in the response to **. [redacted] concerning the Board's decision.On 27 April 2016, an email was sent to [redacted], her husband and copied to SMYO President and SMYO Baseball Commissioner, restating the policy and wishing the [redacted] family good luck.**. [redacted] states that she contacted Ms. P[redacted], SMYO President, via email then was instructed to call Ms. P[redacted]. Ms. P[redacted] returned [redacted]' phone call but never received a return call from [redacted].To this end, a full soccer kit was mailed via USPS Signature Confirmation Required to the [redacted]' residential address on file with this league and as stated in prior Revdex.com correspondence. To document this transaction, pictures of the envelope and receipt from the US Post Office were taken.

June 14, 2016[redacted]:This letter is in response to the complaint submitted to the Revdex.com by [redacted]. This complaint was assigned ID number [redacted].The information contained in this letter accounts for the step-by-step of the issue surrounding the refund request by the [redacted] Family. As...

you will find, **. [redacted] was well informed that we do not give refunds once rosters and uniforms are completed and purchased. This timeline is proven by the correspondence. [redacted]' unwillingness to give our training and program a chance leads me to speculate that her daughter was on a waitlist with another league and when she was accepted to that program, she requested the refund with our league.Registration refund information stated on our website, highlighted is a necessary statement with regard to this issue:SMYO Refund PolicyAll refund requests must be made in writing, either electronically or manually.For thefall 2016 season, such requests must be made and postmarked by 23 July 2016 for Soccer and 20 August for Baseball. Requests must be sent to our physical address:SMYO, PO Box **, Pomfret, MD [redacted] or Refund requests may also be emailed to any Sports Commissioner. They must be received by the above mentioned date.[redacted]If you are rostered on a team and/or received a uniform, no Refund will be given.Refunds cannot be made through a verbal agreement. SMYO is a non-profit organization and has to keep records of all transactions. A written refund request is the appropriate documentation for recordkeeping. It is inappropriate for a coach to initiate a refund request, on your behalf, verbally with the SMYO or its Officers. SMYO will not issue a refund check in this manner.If you need a refund for any valid reason, please send SMYO a note explaining the need for the refund, and have it postmarked by the appropriate date. Requests sent will be reviewed as soon as possible. If you registered by credit card, your refund will be less the processingfee. Refund checks will be mailed once SMYO receives notification that your registration fee has cleared the bank.Please note that refunds for the upcoming Fall 2016 season will not be issued for any reason if submitted after 23 July for Soccer or 20 August for Baseball unless otherwise determined by the SMYO Board of Directors.2/10/2016 – [redacted] registered [redacted] for U7 (5 and 6 year old) soccer with SMYO.2/23/2016 — Received an email from **. [redacted] stating that her daughter had only played one season of indoor soccer but likes playing goal keeper and would be interested in extra training.2/27/2016 — Spring registration closes3/5/2016 – Rosters prepared; Verified via rosters email'd to the volunteer coaches3/7/2016 – Uniforms for spring season ordered; Verified through invoices from vendor3/12/2016 – Meeting called with parents for teams without coaches. As we are an all-volunteer organization and the beginning of the season is very busy, the main area of the clubhouse was in use so I had the soccer parents join me in our garage. It was only a 30 minute meeting where I talked to the parents about coaching and how fun and rewarding it is to train and grow young athletes. I also ensured the parents, if they were able to step up, that they would have my full support and attention for questions, planning, etc. I ensured that the parents understood that all volunteer coaches start out like this as I did as well. I had to learn and grow with my teams and I now coach championship teams. The meeting was very successful as I had parents volunteer for each team that needed a coach.3/15/2016 — Roster sent to the new volunteer coach where [redacted]' daughter was placed.3/17/2016 – Email received from **. [redacted] stating the following:Hello Melissa, I would like to request a refund. I know you guys clearly explain you do not give refunds after the child is placed on a team but I would like you to consider my request. I do not feel the service we are getting is worth the money I paid. I used Charles county in the past. They were half the price but our coach was new and [redacted] just wasn't learning much. I sought out what I thought would be a better league and was willing to pay more than double only to find out I was going to get the same thing over again. Coach D** seems very nice and I applaud her for stepping up and volunteering but it really bothers me that I am paying over $100 to start the season late, have the shortest amount of practice time than all the other teams, and she is just now researching how to coach with four kids to manage. I don't believe [redacted] will do any better than she did with Charles county. If you can provide any assistance I would really appreciate it, [redacted]NOTE: Ms. [redacted] has not allowed SMYO Soccer provide her daughter any service at all.3/18/2016 – Email response to [redacted],I am so sorry that you feel this way and disappointed that you want to leave. Please understand that this is not the only team starting a little late and I can assure you that nothing is lost. We have a whole season ahead of us and the players will learn and grow in this game. While we can not refund your money because most have already been allocated and spent on uniforms, supplies, etc, I hope you can support this wonderful volunteer that is giving it her best. We do charge more than others but you receive so much more, such as a complete uniform, more games, special camps, our own fields that you help pay for the care, and a season tournament. Your coach has opportunities to plan extra practices since we own our own property and have the team parties here. You, as a member are welcome to come use the fields for extra practices as well. If you think [redacted] would like some extra instruction or practice, let me know. Maybe my daughter or my U18 girls team can volunteer to help with her skills. I am also offering Skills training this season, the schedule will be posted today. I do believe this will work out and I plan to help Coach Dee or find someone to come to a practice - we have several licensed coaches willing to lend an extra hand. I should let you know that I was once Coach D** and the first season was successful - over 10 years ago. All of my players trained and learned. The greatest gift is the fun they had and knowing when they returned the next season, we were ready to work and continue our training. My players are still my players today. Today, I hold the National E Soccer Coaches license, have trained with world class Coaches but most of all I am willing and able to ensure that all my Coaches are comfortable and have the knowledge to training our players. I look back on the day when I was asked to coach soccer, it seems so far away because of the training and love I have for the game, you would never know I began as Coach Dee and many others that just stepped into the role of Coach.I ask that you and [redacted] give us a chance to grow her soccer skills as a team.Thank you,MelissaAs clearly stated, I offered **. [redacted] multiple opportunities for her daughter. I described a bit of my experience as a volunteer coach with Ms. [redacted] as I started out the same as Coach D**.3/18/2016 — Received the following response from [redacted]Melissa,I appreciate your encouraging words and offering to give [redacted] extra practice; that was very thoughtful. However, I think your situation is the exception not the rule. What you've done is amazing, a true success story, but I just don't see that being a common occurrence and I still feel I would not be setting [redacted] up for success so I signed her up with a different league. I told Coach D** Tuesday practice days would not work for us, which is true that would be a hard day for us, so she is aware we are pulling out. Can I get a partial refund and I will pick up [redacted]'s uniform whenever you have it available?[redacted]As clearly stated by **. [redacted] in this email, she still isn't willing to give the coach and extra training a chance and has signed her daughter up with another league. Knowing the community and how the other leagues run their registration, they would all be in late registration if and only if there are available spots in an age group.3/27/2016On this date, **.[redacted] emailed the Baseball Commissioner thinking that another member of the Board would have a different view of this situation.Good morning, I am so sorry to hear you are not happy with our Soccer program. We truly strive to be the best in the region. I know that we offer many opportunities that other leagues do not offer, like free weekly skills clinics for players and goalie camps. We also offer coaching clinics for our coaches. You mentioned you started the season late, and I am wondering if you have had a chance to really see what SMYO has to offer.Unfortunately, all refunds after a child has been placed on a roster has to be voted on by the Board of Directors. I am sure it will be discussed at the next board meeting.Please give us a chance to see if maybe your first impression is not an accurate depiction of all we have to offer. Thanks,[redacted]Baseball CommissionerOn Mar 27, 20162:59 PM, "[redacted]".<[redacted].com.> wrote: Hello,I don't know if this is the correct group to email but I am trying to get a refund and am not getting a response. I originally sent Melissa the following email:I would like to request a refund. I know you guys clearly explain you do not give refunds after the child is placed ona team but I would like you to consider my request. I do not feel the service we are getting is worth the money I paid. I used Charles county in the past. They were half the price but our coach was new and [redacted] just wasn't learning much. I sought out what I thought would be a better league and was willing to pay more than double only to find out I was going to get the same thing over again. Coach Dee seems very nice and I applaud her for stepping up and volunteering but it really bothers me that I am paying over $100 to start the season late, have the shortest amount of practice time than all the other teams, and she is just now researching how to coach with four kids to manage. I don't believe [redacted] will do any better than she did with Charles county.She told he l could not get a refund so I requested a partial refund and I wanted to pick up the uniform that was supposed to be [redacted]'s. I did not get a response so I asked again and still have not received a response.Can someone please help, [redacted]As you can see, **. [redacted] received the same information from the Baseball Commissioner.4/26/2016 – On this date, **. [redacted] inquired about the Board's decisions on a refund.4/27/2016 – **. [redacted] and I exchanged email as below. As noted below, SMYO President and [redacted]' husband.Date: Wednesday, April 27, 2016, 8:12 AMMelissa, That is unfortunate since I do not feel you guys fulfilled your side of the bargain. I don't think anyone wants to pay over a hundred dollars for a service only to be pulled into a shed at night and watch as others are strong armed into coaching that have no experience. That is not a good way to do business. I would like to pick up the uniform I paid for, when and where can I do that? [redacted]On Wed, 4/27/16, SMYO Soccer <smyosoccer@[redacted].com.> wrote:Subject: Re: Refund Request for [redacted] To: "[redacted]" <[redacted].com.> CC: "[redacted]" <[redacted].com.>, "Kris P[redacted]"<smyopresident@[redacted].com>, "SMYO Baseball" <Smyobaseball@[redacted].com.>Date: Wednesday, April 27, 2016, 6:27 AMHello [redacted], As stated earlier, refunds are not given once the player has been placed on a roster and uniforms have been ordered - full or partial. This is clearly stated during the registration process and in several locations on our website so that the message is clear. When your first request was received, several options were given to ensure that [redacted] had a successful season with SMYO. You stated clearly in your next response that you still didn't feel that what was being offered was adequate enough at the U7 level andinformed myself that you registered with a different league. These exchange of emails and refund request was received after rosters were well formed, equipment for the season prep'd, and practices underway.SMYO's Officers and Board of Directors stand by this policy.We wish you great success in your new league and hope that [redacted] is enjoying playing Soccer Sincerely,Melissa5/17/2016 – **. [redacted] emailed inquiring why we had not responded concerning her refund.5/31/2016 — Letter received by myself from the Revdex.com.In conclusion, it is clearly stated what the policy is concerning refunds. It is perplexing the effort taken on this issue with all the information given to [redacted]. Furthermore, as a very young player with only one season, her daughter has a huge amount of room to grow with the game. The opportunities that I gave to **. [redacted] were above and beyond what is usually offered to any U7 player. Although, I will and have individually trained players throughout these many years of coaching.Sincerely,///Signed///Melissa B[redacted]SMYO Soccer Commissioner/Board Member