Complaints

• Initial Complaint

  08/25/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Brought in Sep 23 roughly for Bruins season after getting rid of cable App would freeze completely, the screen would disappear completely. The app never has worked correctly much less as advertised. I called **** to request a refund on Nesn 360 because I had to get cable back to watch Nesn consistently. I was told they will cancel my subscription but not refund my subscription cost. I attempted to upload an artice from the ************ about how poor this app is. It was written by ***************** title and was published in the 25 August 2024 edtion(in case I uoloaded it incorrectly ( Title is NESN360 app customers too often get more glitches than pitches) . I would to recieve my money back as app never worked as and forced me to go back to cable.

  Business response

  08/26/2024

  Hi ***, we have researched your complaint. We can see you had subscribed for our annual plan promotional offer price of $229.99 on September 26, 2023.  The first time you reached out to our customer service team was on February 13, 2024 to let us know you had signed up for a cable provider (Spectrum) and wanted a pro-rated refund.  We explained that as this was a promotional offer already discounted from the original price of ******, we could not do a pro-rated refund.  We did not hear back again until this complaint.  As to the recent article in the ************* it was regarding technical issues we had a few weeks ago during a few broadcasts that have been rectified.  We do not see any other ticket/call into our support team during the recent issues. As you have had the app for over 11 months now, we are not able to issue you a refund.  Thank you NESN Support

  Customer response

  08/26/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  03/21/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I had issues getting the app to play on mobile.I had multiple games get cut or wouldn't work, which I had reported to them.I canceled my account because this kept happening and was supposed to have service until 3/22 but I cannot access my account for a game on 3/21. The app isn't working on roku. The login on their site isn't working. I called and they say no representative is available to take my call for the last 30 minutes all while I am missing a live game... I am literally locked out from being able to get this service work that I am technically still paying for.I have had at least 4 games not work that I have paid to see, and this final game which I haven't been able to access at all.

  Business response

  03/25/2024

  Dear Valued Customer,
  We hope this message finds you well. We appreciate you reaching out about the technical issues you faced during last nights game, 3/21/2024. NESN 360 experienced a temporary service interruption on certain platforms due to an outage with one of our third-party partners. The issue was resolved as quickly as possible, and NESN 360 is now fully operational across platforms.
  We appreciate your understanding. Please feel free to reach back out if you need additional help.
  Thank you for your continued support.

  Customer response

  03/25/2024

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  

  Better Business Bureau: I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

   

  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.

   

  FAQ

   

  Regards,

  *****

  I am extremely dissatisfied with this response as NESN has not made any reasonable effort to reimburse for services they charge for that are not received. I called and had difficulties reaching technical or customer support. I was told i would get an email when it was fixed so I could rewatch a live game that was already spoiled. But they did not email me back as they said they would. I was not able to watch live, or a recording. After multiple complaints of services cutting out and interrupting or ending games I was watching I only get "we will take that into consideration but can't guarantee fixing it" I paid to watch this game and couldn't. I paid for it. You offer not even a ***** for compensation for what I paid for???? I am insulted. I also couldn't get mobile to work. **** never made any attempt to fix this. They always told me to perform fixes like restarting or logging back in, which fixed absolutely nothing.

  I also canceled my account already. I have email confirmation that my account was canceled. Yet on midnight the night of this incident after I sent emails and got NO response back WHATSOEVER, my account is billed again. Charged. Despite telling me it would be canceled. Also said I wouldn't be charged anymore. Also said they would respond if I had any other problems, to which they STILL haven't besides an email asking how satisfied I am with their cistomed service... is this some kind of joke?! 

  You charge me after I cancel.... and on a night you fail to deliver the services I even paid for! 

  you don't respond back

  You don't respnd telling me service is working

  Seriously?! 

  I paid for the service and couldn't watch an entire game. The service not working properly ruined at least 4 games during this seasons subscription. Then you charge me after I canceled!! 

  Take off the last months charge, because this was NOT authorized or I will have my bank treat it as a fraudulent unauthorized purchase. This is illegal. You messed up. Take responsibility for once or I will be forced to tale further legal action. This is your last warning. 

  All I ask for is a reimbursement for ONE, I repeat the ONE GAME you have even admitted couldn't be watched due to your technical pproblems.I am not asking for much. 

  I want the last charge removed and refunded because I canceled this service and you illegally charged me. I didn't even use the service on Saturday as I was not planning on having nesn. My roku still isn't logged back in. I can't get into my account until I recover the password, which I haven't done. I was completely locked out on Thursday. I couldn't log in,get in on roku, nothing worked.... 

  Here is a copy of the email:

  ********** (NESN)

  Mar 5, 2024, 10:49 EST

  Hi *****,
  

   Thank you for contacting NESN support, thank you also for your feedback.

   Your subscription has now been cancelled. You'll still have access to NESN until the end of the current billing cycle on 03/22/24, but you won't receive any future charges. 

   Please don't hesitate to reach out again if there is anything else at all we can assist with. 

   Kind regards,

  NESN Support

   You didn't cancel my account. You did charge me. And you have failed massively to uphold your promise to help if I reach out with anything else.

  This is unacceptable. I want more from you than excuses or "sorry". I would have let this go, but I had literally already put in the cancel notice for my account because I was not happy with reliability of your service. This was the last game I had to watch and was a complete nesn meltdown I couldn't watch, which wasn't my failt or just me... then to rub salt in my wound when I was still upset about your failures, lack of messaging me back, and missing that game, you fraudulently charge me then refuse to respond back to me!!!! 

  Seriously.  Go and read my argument again. Then read it another time so it has sunk in. Your customer service is horrible. Get the hint. Fix it and make it right for once. Please. 

  Credit me for one game and refund me for this charge that is incorrect

  Regards,

  *****

   

   

  Business response

  03/28/2024

  Hi, we are truly sorry for the outage on 3/21.  As you had the monthly service for $29.99, this factors out to $1 a day for the service.  As you have stated you had issues for 4 of the games plus the outage game, we are going to credit you back $5.  Thank you again for using NESN ***************************************** the future.

   

  NESN Support

• Initial Complaint

  08/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I subscribed to NESN last Fall 2022 to watch the Bruins. In May I called them to cancel it. I have called in May, June, July and now August, to cancel this channel which i am billed for $29.99 a month directly from NESN on to my AMEX card. **** refuses to cancel the account because they say I am not giving them the correct email address. We only have one email for personal use. My wife has a work email but they claim this is also not the "correct" email address associated with the account. I have now had three months of charges for a service the ***** New England sports network, refuses to cancel or refund me for. They always say they will call back and never do. The service itself was horrible, poor picture quality and no games started on time or at the beginning, however my complaint is about them refusing to cancel my subscription. My account number with NESN is not available to me. I get billed on my AMEX card however AMEX has now blocked the charges as I have also reported this situation to them. I need my account with NESN closed and a refund of $89.97 -three months of charges. Thank you

  Business response

  08/15/2023

  We were unable to find any active subscriptions under the two emails the customer provided to us, ************************* and ***********************************************  We Notified the customer that we were trying to locate an account, after they provided the last 4 digits of the credit card being charged, we sent this to **************** to investigate. 

  We just received a reply back that we have located the subscription under **********************.  We Will cancel this subscription moving forward and will refund the May-July payments, as the August payment was blocked by the Card Holders bank.  

   

  Thank you

  NESN Support

   

  
  
  
  

• Initial Complaint

  06/30/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  The regional sports network NESN started offering a standalone streaming service recently. In March (credit card was charged on 3/8) I signed up for an annual plan because they were offering a slight discount and the standard price is the highest amongst any streaming service. I paid $350.93 in March ahead of the 2023 baseball season - which is why I wanted NESN.I tested the app in March - it seemed to work and in April - I tried to watch baseball. The app crashed, logged me out repeatedly, and would not stream video. I tried to live with it but soon became frustrated. I called NESN for help in May and was told tech support would contact me - never heard from anyone. I began calling regularly in June - starting on June 2 - to ask for a pro-rated refund because the app was unusable and glitchy and for the most expensive service you can buy - that's just not acceptable. I was told someone would contact me about cancellation and refund - never heard from anyone. I called again on 6/12 asking again for a refund/cancellation - was again told someone would call me back - no response. I called on 6/28 and was told someone would call me back that evening to discuss cancellation/refund - never heard from anyone again. I called again on 6/30 and was told - there would be no refund, no cancellation. The rep did not know why but said she was unable to escalate, fix, or otherwise affect anything - she said the decision was final.I have never seen any product or service that refused any all attempts at resolution and customer satisfaction. For the most expensive streaming service in existence - you should have the best user experience money can buy - or - the best customer service money can buy. Having neither is just fraud in this day and age.

  Customer response

  07/11/2023

  I have not heard from the business in response to my complaint.

  Business response

  07/19/2023

  ******************** subscribed to our NESN 360 streaming service on March 8, 2023.  His first contact with us was not in April as stated in his complaint.  He contacted our customer support for the first time on June 2, 2023, and then again on 6/12, 6/28, and 6/30.  As we tried to assist by asking him questions regarding what device and internet platform he was using to stream as this can help us try to solve his issue for him.  He never replied with any information we asked for, so we could not understand what may be causing the issue.  *********** the issue is with an older device that is not supported or poor internet service from his provider.  We were never able to determine as we were not given any information.  We responded that we could not ***** a refund as the subscription came with 4 free red Sox tickets with a face value of over $200 that he could use at his convenience.  His subscription remains active until March 8 2024.  WE will be happy to troubleshoot with him if he can provide us how he is using our app, what device he is using, who his internet provider is and what speeds he has, screenshots and examples of the issue he is having that will assist us in resolving this for him.

   

  Thank you

  NESN Support

   

  Customer response

  07/21/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns.  I was never once contacted by any means.  Not once. It is hard to troubleshoot anything without actually reaching out to the customer.  Every single interaction with nesn was initiated by me.  

  
  Regards,

  ********

   

   

  Business response

  07/26/2023

  We have canceled subscription as requested by customer.  I spoke to ******************** and we agreed we would refund him for the remainder of the subscription term. 

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  12/25 I was charged ***** for four weeks of NESN 360 for 3 weeks i was unable to watch the games due to bugs on their end i would like a refund and they are refusing.

  Business response

  03/03/2023

  This customer was refunded on 1/23/2023 for full amount by our billing department.  Tell us why here...

• Initial Complaint

  10/26/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I am a **** subscriber and have been for 35+ years. Yesterday I tried to Login in to the new ****360 on-line because I am on vacation in ************** from 10/23 - 11/05, and I was declined because I did not sign in to my ****360 account from home in the last 30 days. I am an Xfinity Subscriber and **** is included in my package, including On-Line. Since I watch **** on my TV at home I would never have known this new requirement. There was no need to log-in on-line, it makes no sense. As recently as March of this year, I was able to watch **** on-line while on a trip to ******* ** and have never had any issues prior. I called **** to explain the difficulty I was having. The representative affirmed this (new?) policy and told me there was nothing she could allow me access. I missed the Boston Bruins game and I am at risk of missing 3 more due to a policy that was not known prior to my trip. The **** representative told me it is clearly spelled out on-line. I explained that makes no sense because I would not have gone on-line to know this new policy until I was at the out-of-local area location. She still indicated nothing they can do. I am being suppressed from a benefit I pay for and have paid for for over 35 years. I want my access fully restored until I leave on 11/05. Essentially, this is extortion as I'll have to pay again for a subscription I already pay for because of a new, unknown policy that does not make any sense at all.

  Business response

  02/15/2023

  This is in response to Mr. ******* complaint regarding watching **** outside of our Home territory.
  
   
  
  **** (New England Sports Network),  has rights restrictions outside of our home territory and due to these restrictions, we have a 30-day travel policy in place.    
  
  We list the policy on our web site at www.nesn.com.  This is not a new policy and has been in place for some time.
  
   To summarize, if you log into the **** app or on the website on the device you want to use and watch a live stream to authenticate the device, you have 30 days where you can use the authenticated device to watch out of the New England Market.  On the 30th day, you will need to return to the **** home territory to re-authenticate your device again. 
  
   
  
  If you have the **** channel as part of your cable package, you can watch on the **** 360 App, or on the website and do not need a separate subscription to watch out of market.  If you have any further questions, please feel free to reach out to us at help.nesn.com.
  
   
  
  *******************************
  
  Customer Care Supervisor

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩