ComplaintsforPro Football Focus

• Initial Complaint

  04/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I decided to try the PFF 1 week trial. While I used a few of the features, the platform did not have enough to justify me using it year long / continuing to use it on a monthly basis. A day before the free trial expired, I went onto the website and canceled the subscription. I was then prompted to complete a survey explaining why I wasn't interested in continuing after the free trial. The next day (4/25/2023) I was charged for a full years membership. Reviewing today (4/27/2023) it's clear the system registered my cancelation (the recurring billing was no longer checked). Clearly the process for canceling prior to the free trial has some kind of delay that forces individuals to jump through hoops to get the refund. If this were an honest mistake, it wouldn't be so common (I've seen several other complains with similar issues). If they intend to offer a free trial, they should be able to monitor and confirm if that trial was continued, rather than treating the free trial as the start of their membership. I'd expect to get a full refund and for them to honor their 7 day free trial guarantee.

  Business response

  05/12/2023

  Hi *****
  
  I am emailing in regards to Case ** ******** for the customer ********* ******. I processed  their full refund on 4/27/23 and they should have received those funds by now. Here is an invoice of the receipt as confirmation. So I just wanted to close this case. 
  
  Thank you,
  
  ***** ******
  Customer Relations Manager

  Customer response

  05/15/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ********* ******
  

• Initial Complaint

  11/13/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On 10/26/2022 I was charged $87 for an annual subscription to pro football focus. This occurred after I signed up for a free trial to test the service. I didn’t use the service enough to warrant continuing so I wished to cancel — however the site doesn’t allow me to cancel. Every time I attempt to click on subscription or payment history it simply loops me back to a payment screen over and over. My login with my email address gave me an error message so I cannot even access the service if I wished to use it. Attempting to recover my password doesn’t work either because I don’t receive an email with password reset instructions. I contacted Pro Football Focus support on 10/18 — a week before I was set to be charged $87 for a service I wouldn’t be using — and was asked for my email address so they could help me cancel my subscription. I provided it on 10/19. On 10/26 my bank account was charged $87.27 for a year’s subscription to the service. That same day I again contacted support asking for help attaining a refund since they had not helped me cancel the service. I received a reply on 10/26 asking me to complete a survey and then my refund would be provided. I completed the refund that day on 10/26 but still have not received a refund now on 11/12. I’ve emailed Pro Football Focus a third time now with no response and still no refund for the service I cannot use and don’t wish to subscribe to any longer.

  Business response

  12/07/2022

  Business has notified BBB that a refund was issued and matter has been resolved.

  Customer response

  12/07/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****
  

• Initial Complaint

  08/27/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Good qualitative methodology concept, but no staff member knows what their grades are and the key doesn’t clarify. In a lot of instances the key literally just says things like a team PASS grade is the grade for passing. Is that for just the qb? Does it include the receivers or offensive line? No one knows. The website doesn’t explain either. Customer service couldn’t help me, the discord thread, ** page, and ******* account ignored me. Direct messages to staff via the discord were also ignored. The emails to the mailbag and the e-mail address the Instagram page provides both bounced back. An e-mail address I got through a staff member on LinkedIn also yielded no response. No one knows.

*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. ↩