ComplaintsforClubhousecaddy.com

• Initial Complaint

  04/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I recently selected Clubhousecaddy.com to manage our weekly golf league. A friend has used the site for many years and highly recommended it. I created an account and paid the annual fee in full. I started building the league by creating teams. After the teams were created and all of the league settings were defined the "Admin Tools" functionality became available to me. As I started adding players I was immediately unable to save the players to make them available to be added to a team. I used the online support tools to request support. At first I received feedback from **** asking basic questions like "did you sign in as admin" and "did you click save after adding a new player". Both were answered as Yes. **** then offered to get on a call to discuss and he had my cell number as collected by the support link. He never called. Responses to my support emails / requests then stopped/ I pleaded with him for support as our league start date was nearing. Still zero response. Our league has now started. I request a full refund of the fees paid. Thank you.

  Business response

  06/07/2022

  Sorry for the late reply to this complaint, I was trying to call but could not seem to get through.

  
  

  It is true we were unable to provide our services to ***** ****, and a full refund was provided once we received his request.  I have attached a screenshot of the ****** transactions associated with this matter.

  
  

  ***** was apparently unable to use Club House Caddy for a reason we could not easily determine.  Based on his emails, his internet browser was not able to perform basic functions such as opening up pop-up windows to allow data entry.  I let ***** know that this issue is not a problem with our software because none of our other customers have this problem, and I was unable to duplicate the issue while logged into his account.  I let ***** know that I felt it was something with his browser preventing basic web page functions from working, but as a small business we do not have the resources to troubleshoot browser issues one-on-one with our users.   I asked ***** to try another internet browser, but I am not sure if he did.

  
  

  During our interactions my response time to ***** was slower than what we usually provide.  Due to personal issues I was unable to work most days and fell behind in customer requests.  I'm certain these delays led to *****'s frustration with Club House Caddy and my service.  

  
  

  ***** understandably became frustrated with the issues and requested a refund.  It did take me about a week before I saw his request so there definitely was a delay in the refund process.   But once his request was received I immediately initiated the process.   

*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. ↩