Complaints

• Initial Complaint

  04/01/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  2022-2023 ******* ******* AAA Squirt Minor Team entered a hockey tournament with CHE Hockey. Their website advertises " 10U (2012, 2013), 12U (2010, 2011) – AAA, AA & A – NO BODY CHECKING" Come to find out they solicited 2 local teams to enter the "AAA" division that were A teams which is completely against their advertising. Not only that they offered them spots essentially for free so that they did not have to refund ******* ******* so they could keep our $2995 and provide a lower talent level than advertised. I have tried to resolve this with them without any luck

  Business response

  09/02/2023

  Responding to complaint ID 18681639

   

  ***** **** with the ******* ******* 10U AAA hockey team attended our hockey tournament in Lake Placid December 9 - 11. In order to run a proper tournament division and ensure the teams receive their 4 game guarantee, we often have to bring "local" teams into the tournament for a discounted rate to make the division work. This is common practice in our business, and we do our very best to make sure divisions are competitive.

  Two weeks prior to the tournament, the teams point of contact named ****** ********** was made aware that two of the teams in their division were a lower level, and given it was early in the season, it would be a great opportunity to work on different aspects of the game, have players try out new positions, etc. There was no push back at this time, and the team attended the tournament, played all of their games and ultimately went home with the Championship trophy. They finished with 3 wins and a tie, and though they did beat the two "local" teams by a large margin, it is not unordinary for teams to be outmatched in hockey games. Not once prior to, or during the event (which I was present for) was anything said by ***** **** or their team contact ****** **********.

  It was several weeks after the event that ***** **** contacted us by email to demand a refund, after utilizing the services they paid for. I explained to ***** that our hockey tournaments, and all hockey tournaments cannot guarantee that all games will be within 2 or 3 goals, and often matchings are uneven. It's the nature of sport in general, but especially with hockey tournament where teams are coming from all different regions of the country. I said there would be no refund and that the matter was closed as far as we were concerned. At this point ***** replied with a fairly nasty email including some expletives and name calling, at which point it was decided not to respond further.

  He kept emailing, and calling throughout early January, and apologized for specifically calling me a nasty name, and after some back and forth and some calm phone conversations, we have offered to bring his team back to an event in the future at a 50% discount. ***** replied that he wanted the same deal as the "local" teams received, and I in turn offered the local rate, but only under the same conditions the local teams receive it, which is a last minute deal when spots are available. This was the final offer made to ***** over the phone on Wednesday February 1st and has been the last communication.

  If we were to refund every hockey team that was didn't face exactly the kind of competition they wanted we would not be in business. We do our best to match teams as close as possible, but it's an art and not a science and cannot be done perfectly. Some teams on the same weekend, who paid the same fee lost by 7+ goals every game, but understood the nature of tournaments and enjoyed competing against better teams. *****'s team, who won the tournament, are the only team to make a refund request after the tournament has been completed in the 20 years I've been at this company.

  I believe we have offered ***** and their team a very fair settlement, as we would like to have them back.

  I have no idea where this goes from here.

  ******* ******* ********* * ****** ********

  Canadian Hockey Enterprises

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