Dear Revdex.com, Thank you for facilitating conciliation with one of our valued playersWe have reviewed the information included in the written complaintTo address this complaint, we have reached out directly to the player to engage further and to gather more information about the player's frustrationsWe have also made contact with the player's team captain to gain additional information and perspective to help us respond back to the Revdex.com, to help make a decision on how best to address the player's concerns and to ensure we are constantly reviewing our processes and providing the best experience possible.From the information gathered we agree that certain aspects of the player's recent experience have left room for improvementOn at least one occasion during the player's spring season a third party contracted soccer referee failed to show to officiate the player's scheduled gameThis situation was exacerbated due to rain moving through just prior to the start of the gameUnfortunately, that incident was followed by the first game of the players summer season being rearrange the day of the game because of a last minute team withdraw from the leagueThe game's rescheduling was done with the intent of providing the best experience but ultimately caused the said player's team to not play their scheduled game because of the nature of the last minute change.To address the first incident (contracted referee not showing for spring season game) listed U.S.Shas contacted the refereeing agency and has had the no-show referee removed from future assignment on U.S.SleaguesAdditionally after reviewing player surveys and gathering more information about the no-show U.S.Swill be issuing a $player credit to the player and her teammates.On the second incident (same day rescheduling of game) U.S.Shas reschedule the affected gameThis reschedule was done prior to receiving the complaint, but likely after the complaint was submitted by said playerDuring our phone conversation with the player she indicated she was satisfied with the rescheduling of the summer season game, as was the captain of their team.We hope these resolutions will be deemed satisfactory by the affected player and that our actions show that we welcome feedback and are focused on providing a quality experience for our playersWith this response however it is also important to note that the player's compliant contained other items that should be addressed including the accusation that "locations are moved without notice" and that “attempts to reschedule, or get refunds for subpar service go unanswered"We believe these items are not accurate nor do they reflect the level of customer service that ha Due to the nature of playing organized sports on the National Mall we reference, during the registration process, that the logistics of the games, such as the location of fields, times, etc are subject to changeThat message is also posted on our website and is including in league communications after a player completes registrationWhen a logistical alternation occurs such as a location change, either a permanent or temporary one, communications are sent to players to inform them of said changeIf we failed to send out that information the games would be unable to playIn none of the leagues the player has participated in has this type of information failed to be communicated as evident by the completion of all scheduled gamesAdditionally while each player request is not always able to be met based on the circumstances surrounding the said we request, the accusation that “attempts to reschedule, or get refunds for subpar service go unanswered" is simply as all customer service items that are directed to the office are returned and addressedIn this instance we believe it is important to note that the player in question never made direct contact with the U.S.Soffice through phone or by emailWhen the player was asked about her lack of direct communication she explained that she believed others on her team had made contact and that she spoke with the referees on the field regarding her frustrationsWe do not believe that relying on third party information (talking to other players) nor requesting customer service attention of an administrative nature from on field refs, is an appropriate prerequisite to jumping over direct communication with our office and submitting a formal Revdex.com complaintWhile we encourage and instruct our referees, both U.S.Semployees and outsourced contractors, to pass along information they may receive from players on the field it is a difficult to ensure they are reliably reporting information back to us nor do we feel that it is appropriate for to expect fields refs to coordinate refunds or other administrative itemsWith this as a baseline we work hard to be accessible and to provide multiple ways players can provide feedback and to connect with us directlyThose methods include a direct phone line, email, and even the ability to connect with us at our office in which we keep regular business hoursIn our phone conversation the player confirmed that she had not reached out to us directly, beyond on field referees, for resolution of her concerns and because of this we believe that we were not given an adequate opportunity to address the situation and because of this we feel that the escalation of this complaint to the Revdex.com was unwarrantedRunning a social sports league with its multiple of failure points, extended schedules and detailed logistics is no easy task and one which absolutely requires open communication within our communityThrough this experience and feedback we will be implementing the additional items to help aid in that communication: • On all end of season player surveys (of which have been sending out for at least the last year) a line will be added for individuals to provide their contact information if they would like to be contacted based on their submissions • A more prominent display of our customer service hotline and staff members in the form of a graphic will be placed on our website to help communicate the best ways for players to make contact with usUltimately we understand the frustrations the player shared with us just simply not the way in which it was communicatedWe hope our offered resolution is accepted and communicates our commitment to qualityOur hope is that should the player decide to continue to play with us that any future concerns that may arise are communicated to the office and that we are given an opportunity to address themWe want all of our players to have the best experience possible! Respectfully Robert KCEO
Dear Revdex.com, Thank you for facilitating conciliation with one of our valued playersWe have reviewed the information included in the written complaintTo address this complaint, we have reached out directly to the player to engage further and to gather more information about the player's frustrationsWe have also made contact with the player's team captain to gain additional information and perspective to help us respond back to the Revdex.com, to help make a decision on how best to address the player's concerns and to ensure we are constantly reviewing our processes and providing the best experience possible.From the information gathered we agree that certain aspects of the player's recent experience have left room for improvementOn at least one occasion during the player's spring season a third party contracted soccer referee failed to show to officiate the player's scheduled gameThis situation was exacerbated due to rain moving through just prior to the start of the gameUnfortunately, that incident was followed by the first game of the players summer season being rearrange the day of the game because of a last minute team withdraw from the leagueThe game's rescheduling was done with the intent of providing the best experience but ultimately caused the said player's team to not play their scheduled game because of the nature of the last minute change.To address the first incident (contracted referee not showing for spring season game) listed U.S.Shas contacted the refereeing agency and has had the no-show referee removed from future assignment on U.S.SleaguesAdditionally after reviewing player surveys and gathering more information about the no-show U.S.Swill be issuing a $player credit to the player and her teammates.On the second incident (same day rescheduling of game) U.S.Shas reschedule the affected gameThis reschedule was done prior to receiving the complaint, but likely after the complaint was submitted by said playerDuring our phone conversation with the player she indicated she was satisfied with the rescheduling of the summer season game, as was the captain of their team.We hope these resolutions will be deemed satisfactory by the affected player and that our actions show that we welcome feedback and are focused on providing a quality experience for our playersWith this response however it is also important to note that the player's compliant contained other items that should be addressed including the accusation that "locations are moved without notice" and that “attempts to reschedule, or get refunds for subpar service go unanswered"We believe these items are not accurate nor do they reflect the level of customer service that ha Due to the nature of playing organized sports on the National Mall we reference, during the registration process, that the logistics of the games, such as the location of fields, times, etc are subject to changeThat message is also posted on our website and is including in league communications after a player completes registrationWhen a logistical alternation occurs such as a location change, either a permanent or temporary one, communications are sent to players to inform them of said changeIf we failed to send out that information the games would be unable to playIn none of the leagues the player has participated in has this type of information failed to be communicated as evident by the completion of all scheduled gamesAdditionally while each player request is not always able to be met based on the circumstances surrounding the said we request, the accusation that “attempts to reschedule, or get refunds for subpar service go unanswered" is simply as all customer service items that are directed to the office are returned and addressedIn this instance we believe it is important to note that the player in question never made direct contact with the U.S.Soffice through phone or by emailWhen the player was asked about her lack of direct communication she explained that she believed others on her team had made contact and that she spoke with the referees on the field regarding her frustrationsWe do not believe that relying on third party information (talking to other players) nor requesting customer service attention of an administrative nature from on field refs, is an appropriate prerequisite to jumping over direct communication with our office and submitting a formal Revdex.com complaintWhile we encourage and instruct our referees, both U.S.Semployees and outsourced contractors, to pass along information they may receive from players on the field it is a difficult to ensure they are reliably reporting information back to us nor do we feel that it is appropriate for to expect fields refs to coordinate refunds or other administrative itemsWith this as a baseline we work hard to be accessible and to provide multiple ways players can provide feedback and to connect with us directlyThose methods include a direct phone line, email, and even the ability to connect with us at our office in which we keep regular business hoursIn our phone conversation the player confirmed that she had not reached out to us directly, beyond on field referees, for resolution of her concerns and because of this we believe that we were not given an adequate opportunity to address the situation and because of this we feel that the escalation of this complaint to the Revdex.com was unwarrantedRunning a social sports league with its multiple of failure points, extended schedules and detailed logistics is no easy task and one which absolutely requires open communication within our communityThrough this experience and feedback we will be implementing the additional items to help aid in that communication: • On all end of season player surveys (of which have been sending out for at least the last year) a line will be added for individuals to provide their contact information if they would like to be contacted based on their submissions • A more prominent display of our customer service hotline and staff members in the form of a graphic will be placed on our website to help communicate the best ways for players to make contact with usUltimately we understand the frustrations the player shared with us just simply not the way in which it was communicatedWe hope our offered resolution is accepted and communicates our commitment to qualityOur hope is that should the player decide to continue to play with us that any future concerns that may arise are communicated to the office and that we are given an opportunity to address themWe want all of our players to have the best experience possible! Respectfully Robert KCEO