United States Tennis Association

The business response can be found below:
The USTA National Tennis Center Incorporated (‘”NTC”), strives to provide first rate customer service to its patrons and guests*** *** signed up for an 11-week Adult Tennis Program over the telephoneBased on
representations *** *** made during that call, he was placed in a Level (advanced) programDuring the telephone interview, it was made clear to *** *** that he would ultimately be evaluated by a Tennis Pro on court at his first session and could be moved up or down Program Levels based on that evaluation*** ***s accurately stated in his complaint that based on those evaluations he was determined to have Level skills and moved to a different classWe had hoped that *** ***s would continue the program despite the level changeWhile it is NTC policy to not provide refunds after a program has begun, we will, in this instance, send *** *** via mail a refund less a $administrative fee t hat applies to any program changes or cancellations (as set forth in our program terms and conditions) for a total refund of $Please note the refund will be mailed within days
We hope this resolves the matter and we sincerely hope *** *** will continue to pursue the sport of tennis

The business response can be found below:
The USTA National Tennis Center Incorporated (‘”NTC”), strives to provide first rate customer service to its patrons and guests. [redacted] signed up for an 11-week Adult Tennis Program over the telephone. Based on representations [redacted] made during that call, he was placed in a Level 3 (advanced) program. During the telephone interview, it was made clear to [redacted] that he would ultimately be evaluated by a Tennis Pro on court at his first session and could be moved up or down Program Levels based on that evaluation. [redacted]s accurately stated in his complaint that based on those evaluations he was determined to have Level 1 skills and moved to a different class. We had hoped that [redacted]s would continue the program despite the level change. While it is NTC policy to not provide refunds after a program has begun, we will, in this instance, send [redacted] via mail a refund less a $25 administrative fee t hat applies to any program changes or cancellations (as set forth in our program terms and conditions) for a total refund of $448. Please note the refund will be mailed within 30 days.
We hope this resolves the matter and we sincerely hope [redacted] will continue to pursue the sport of tennis.

Review: I registered my child to play in a tournament sanctioned by this organization. I paid the tournament fee which I assumed went to USTA (national), USTA Georgia, and the tournament host. My child was then defaulted from the tournament which means the player is no longer allowed to play. I contacted USTA to try to correct and discuss that my child had been wrongly defaulted from the tournament. The final reply I have received from USTA Georgia is they refuse to reverse the decision. I have received no response from USTA (national) and to this point they have offered no assistance. I have filed complaints through their grievance process and my concerns have yet to be addressed. They have not offered a refund of my money or a reinstatement of the points my child earned in the tournament.Desired Settlement: I want a refund of tournament fees and a reinstatement of points earned.

Business

Response:

To Whom It May Concern:

The United States Tennis Association Incorporated (''USTA") is jn receipt of your letter dated June **, 2013, relevant to a complaint filed by [redacted] on behalf of her son [redacted].

By way of background, on June **, 2013, the USTA received a Grievance Report from [redacted] against the officials assigned to officiate at the Boys 18 Georgia Junior Closed Challenger in Rome, Georgia who defaulted her son on June **, 2013. The Grievance Report received was immediately identified as a Sectional matter and forwarded, the same day, to the Executive Director of the Southern Sectional Association for proper processing. On June **, 2013, I had a discussion with [redacted] regarding the proper procedure for filing a grievance involving this tournament, which was then memorialized in a letter to her, dated June **, 2013.

The Grievance was heard by the Georgia District Grievance Committee and a decision was rendered on July *, 2013, a copy of the decision is attached hereto and incorporated herein. You will note that this decision is appeable within fifteen (15) days of the decision date.

The USTA makes every attempt to accommodate its members and provide the highest level of customer satisfaction . However, in this instance [redacted]'s son was defaulted and removed from the match not as a result of the tournament' s failure to accommodate this young man, but as a result of this young man's failure to follow the proper rules of engagement. As a result, no refund shall be issued in this instance.

Furthermore, it should be noted that the United States Tennis Association Incorporated does not collect the tournament fees in this event. The tournament fees are collected by the Closed Challenger, and if there was any refund to issue, [redacted] would need to raise the request with the tournament in Georgia where her son played and not with this organization.

Please don't hesitate to contact our office with any further questions regarding this matter and the USTA grievance procedures.

Sincerely,

Business

Response:

To Whom It May Concern:

August **, 2013 SENT VIA FACSIMILE TRANSMISSION

###-###-####

We are providing our response within sewn (7) days of receipt of the supplemental notice of additional concerns raised by [redacted] believes that her complaint has not been resolved because the USTA has not intervened by issuing a refund of. the foe she paid to the tournament for the event that her son participated in and the USTA has not overturned the decision that was rendered against her son by the USTA Georgia Executive Committee.

The USTA makes every attempt to accommodate its members and provide the highest level of customer satisfaction. In addition, it is important that we follow the process that has been established within our Bylaw for addressing grievances.

As previously advised, when an individual becomes a member of the USTA, they agree to adhere to the Constitution, Bylaws, mid USTA Regulations. [redacted]'s son, [redacted] IV, participated in a Georgia State Junior Challenger tournament. While participating in the totirnament, [redacted] was defaulted as a result of his action or inaction. [redacted] filed a grievance on behalf of her son with the Georgia Grievance Committee seeking, among other things, to reinstate her son and a refund.

An initial decision was rendered on July *, 2013 whereby the Georgia Grievance Committee concluded that [redacted]s behavior was a hindrance and unsportsmalllike. [redacted], on behalf of her son appealed the initial decision to the USTA Georgia

Executive Committee. On July **, 2013, the USTA Georgia Executive Committee found no grounds to overturn the initial decision.

The appeal decision of the Georgia Executive Grievance Committee is filial and binding. The USTA is not in a position to illtervene in their decision. We are following om Bylaws by supporting the decision of the Georgia Executive Grievance Committee.

We are hopeful that [redacted] will be able to get back on the courts doiog what he does best, inspiring others to do their best with passion

and excitement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

Review: I have to express I am deeply disturbed by the ticketing policy at the US Open. The night match for Ashe Stadium for [redacted]'s match on 8/**/2013 was canceled due to rain delay. After 15 minutes of the announcement, Twitter posted the match will take place the next day for session #3 on 8/**/2013. They was no indication the 8/**/2013 tickets will be honored on 8/**/2013 session. My Court side seats which I’ve paid a lot of money for has gone to waste. I feel ripped off and I feel this is terrible business ethic on US Opens behalf. I have been a long time US Open support for many years. When I went to the ticket counter on 8/**/2013, I was turned away by an extremely rude employee in window #17 and told me there was nothing I can do. For the common person who saved up money just to watch court side, I am deeply upset. For one, this is terrible for business, two, the unprofessionalism of the employee.Desired Settlement: refund

Consumer

Response:

At this time, I have been contacted directly by United States Tennis Association regarding complaint ID [redacted], however my complaint has NOT been resolved because:

In response to your request for a signed and detailed letter surrounding my claim, on August **, 2013, US Open tickets were purchased via Ticket Master using the above captioned American Express card. The match was scheduled for 8/**/2013, Monday at 7:00pm on Arthur Ashe Stadium. Two tickets were purchased for court side seats in section #14, row "H" seats 5 & 6, total paid was $805.35.

The scheduled matches were two games, however, due to rain and inclement weather, the second round was canceled. The remainder of the match was rescheduled for the next day, Tuesday for session #3. The next day, Tuesday, I went to the Ticket Master window at the US Open to see if we were eligible to see the Tuesday session #3 match, since the tickets were expensive and court side. I went to window #17 and showed the lady my tickets and asked if I'll be able to watch the Tuesday session #3 match, she quickly replied "No" and walked away to chat with fellow employees. I waited at the window for about 3 minutes thinking she would come back and give a more detailed explanation. I asked the woman again; if there's anything the association can do for me, as I've spent a lot of money and travel a long distance to see the match. The teller at window #17 informed me, this was not possible and there was nothing I they can do to help us and to check the policy online.

I've checked the policy online and I understand there are no refunds given. However, in my opinion, this policy is unfair. Not only did the association rip customers off, they resold the same showing to other customers. If I only saw half the show, I should only pay half the price. Not only was I deeply disturbed by this unethical business behavior, I'm not sure if I have confidence in any of the services provided anymore, as a patron.

In sum, as a long time supporter of the US Open, American Express and Ticket Master, I would like for each company to further evaluate the principles and policies.

Sincerely,

Review: This past January, I registered both of my children in a United States Tennis Association (USTA) sanctioned tournament by conducted by the [redacted]. The price for each registration was 47.80 and was paid via the USTA website. See attached permalink: [redacted]The tournament director cancelled the tournament draws for the division (G12s) under which one of my children, [redacted], was enrolled.Since then, [redacted] issued a only a partial refund in the form of a check made out to my 12 year-old daughter.I have contacted [redacted] four times via phone, leaving a message each time, and once via email to alert them that the amount of the refund is incorrect and that my 12 year-old has no means of cashing the check. None of my attempts to contact them have been successful and they have not returned any of my phone calls, nor have they responded to my email. There are two issues here: First, the refund needs to be in the full amount paid: $47.80. Instead, they have issued a check for only $44.00. Likely they will argue this is a USTA imposed fee. However, since this tournament was cancelled at the discretion of [redacted], I maintain that I should bear no financial responsibility for their actions and I am entitled to a full refund. Second, sending a refund to a child who cannot cash the check is foolish at best. At worst, it is an attempt to avoid having to pay a refund.While at first I believed these were simple errors, the complete lack of professional courtesy on the part of [redacted] has compelled me to consider their actions (or lack thereof) as intentional attempts to defraud customers.

Product_Or_Service: Tennis Tournament RegistrationDesired Settlement: DesiredSettlementID: Refund

A full refund is the desired outcome. The refund should be issued to me directly, not my child.

Review: On September **, 2014, I purchased an 11-week National Tennis Center Adult Program (USTA Affiliate) level three adult program to improve my tennis skills for $473.00. Prior to purchase, I reached out three times unsuccessfully to the NTC Program Coordinator to learn more about the program and guidelines but did not receive a response till the [redacted] in the afternoon in which she had designated me a level 2.5 ranking for entry into the level 3 program. Prior to purchasing the program, the information I had was limited to the NTC/USTA website to learn about the program and viewed the Level Three program as my desired program given its teaching environment and building skills in tennis that was advertised. Given that a waitlist had already started on several time slots, I decided to purchase the program as soon as I was able to.

During my first session on September **, 2014, I started at the level three program for one hour but was subsequently pushed back into level two, and then finally into the level one by several instructors without adequate information as to the reasoning as to being moved. I found the experience disappointing as the program advertises building skills and a teaching environment, and I experienced neither and given no rationale as to being moved around different levels. The Level One program is for beginners and is not something I would have signed up for had I known this was the situation.

After this initial session, I reached out to the NTC Program team to opt out of the remainder of the program given it did not meet the expectations from the description of the service and I was no longer a part of the level three program I had signed up for. The NTC denied my initial request for a refund, stating that their policy was refunds were only allowed ten days prior to the start date of the program. I reached out again to the Program Coordinator to explain that I was not actually able to sign up prior to ten days, despite my attempts to do such, as well as the fact that I signed up for a Level 3 class and was now moved into a class level 1. I have not heard back despite my multiple attempts to reach out.

In summary, I signed up for a program through the National Tennis Center (USTA) and was eventually put into a course I did not request. I did not receive adequate information up front regarding the assignment of classes and what they entailed, despite my attempts to reach out and confirm these items. Overall the program and found it did not meet the expectations set forth via the program description. My attempts to try to get a refund via the NTC Program coordinator given my situation have not been fruitful to date and I am seeking to find a resolution.Desired Settlement: I think the only outcome which works would be a full refund of the program cost as it did not meet the expectations.

I would like to continue to support the USTA and NTC, and want to resolve this quickly and fairly given the circumstances.

Business

Response:

The business response can be found below:

The USTA National Tennis Center Incorporated (‘”NTC”), strives to provide first rate customer service to its patrons and guests. [redacted] signed up for an 11-week Adult Tennis Program over the telephone. Based on representations [redacted] made during that call, he was placed in a Level 3 (advanced) program. During the telephone interview, it was made clear to [redacted] that he would ultimately be evaluated by a Tennis Pro on court at his first session and could be moved up or down Program Levels based on that evaluation. [redacted]s accurately stated in his complaint that based on those evaluations he was determined to have Level 1 skills and moved to a different class. We had hoped that [redacted]s would continue the program despite the level change. While it is NTC policy to not provide refunds after a program has begun, we will, in this instance, send [redacted] via mail a refund less a $25 administrative fee t hat applies to any program changes or cancellations (as set forth in our program terms and conditions) for a total refund of $448. Please note the refund will be mailed within 30 days.

We hope this resolves the matter and we sincerely hope [redacted] will continue to pursue the sport of tennis.

Business

Response:

The business response can be found below:

The USTA National Tennis Center Incorporated (‘”NTC”), strives to provide first rate customer service to its patrons and guests. [redacted] signed up for an 11-week Adult Tennis Program over the telephone. Based on representations [redacted] made during that call, he was placed in a Level 3 (advanced) program. During the telephone interview, it was made clear to [redacted] that he would ultimately be evaluated by a Tennis Pro on court at his first session and could be moved up or down Program Levels based on that evaluation. [redacted]s accurately stated in his complaint that based on those evaluations he was determined to have Level 1 skills and moved to a different class. We had hoped that [redacted]s would continue the program despite the level change. While it is NTC policy to not provide refunds after a program has begun, we will, in this instance, send [redacted] via mail a refund less a $25 administrative fee t hat applies to any program changes or cancellations (as set forth in our program terms and conditions) for a total refund of $448. Please note the refund will be mailed within 30 days.

We hope this resolves the matter and we sincerely hope [redacted] will continue to pursue the sport of tennis.

Review: The USTA owns and operates the US Open tennis tournament and its online shop. I purchased a gift card in the amount of $38 directly from the usopen.org online shop in December of 2011. A gift card code was emailed to me, which I still have. The email did not contain a pin, just a gift code. Also there is no expiration date on the gift card. I attempted to use it on September *, 2013 and learned that it was not working online because their system asked for a code and a pin. I called in to the US Open shop customer service number and explained the issue. After some long winded conversations, they said they would look into it but when I called back today, they have not done anything to fix the issue or provided me a new gift code with a pin so that I could use it. They basically told me that we were not going to do anything for fix the issue. It is the most preposterous thing I have heard. They are basically ripping me off as I will not be able to use this gift card.Desired Settlement: I would like a full refund of the $38 I paid for and an apology for this grave mishandling of this issue and for costing me time and effort in having to deal with their failing.

Business

Response:

To the Revdex.com: please see below response on behalf of the USTA in regard to ID# [redacted]. We would request that you redeact [redacted]'s email address in the published response. Thank you, [redacted]

Dear [redacted],

On behalf of the United States Tennis Association Incorporated (‘USTA”), we want you to know that we strive to do our best to provide first rate customer service. In your situation, as a result of the upgrades and improvements that we made to the online merchandising payment process system, your experience was not to the caliber that the USTA strives to achieve. As a result, we would like you to accept our sincerest apology for any trouble or inconvenience you experienced in using the US Open online retail shop. We appreciate your feedback as it will assist us in improving the operation of our online retail store. It appears the issue with your gift card stems from the fact that in the time between the date of the card’s purchase in December 2011, and the date you attempted to use it September 2013, the US Open online shop underwent a number of changes, both in design and technological platform, including a new method for gift card processing.

We certainly do not wish to lose you as a valued customer. To that end, we would be appreciative if you could provide us with your gift card number so that we may evaluate how to avoid this issue in the future and to reactive your $38 gift card. In addition, we would like to offer you a $50 gift card to make up for the time and effort you spent in addressing this issue, essentially providing you with a total of $88 dollars for you to spend within the site.

We want to thank you for your patronage of the US Open online store and for bringing these concerns to our attention. In order to process this, please contact me directly at [redacted]

Sincerely,

Sr. Manager, Merchandise

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I have a complaint about a shop at the Billie Jean King Tennis Center. How are you supposed to contact little sales shop that is now not open due to an event that is now over?There should be a company contact name, phone, and address of whoever is in charge of this shop and the products they sale. All I have is a receipt with the Tennis center name, with [redacted] address indicating Store: USOC PROMENADE WEST. My daughter and I flew out to spend a day watching tennis at the US Tennis Open, and of course we bought some souvenirs. My daughter bought a $10.00 key chain and shortly after we got home it dismantled. It had round movable base w/in an out piece it fell apart.I should be able to return this defective product and receive compensation in good faith.How would I do this?I would appreciate any assistance regarding this establishment. Thank you,[redacted]Desired Settlement: I would like a replacement, I could send them the broken one and they can see the one I had and replace it -- if I could get a contact of who would help me with this. Or a refund if that does not work.

Review: Purchased 3 large tennis [redacted] USTA National Tennis Center ($45 each) and one of the [redacted] was flat before I arrived at my house. I call the next day and they said someone would contact me within 36 hours. No one ever contacted me and now the phone number that is on the receipt does not reach anyone.Desired Settlement: I would be satisfied with either a replacement tennis ball or a refund.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding United States Tennis Association has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,