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Complaint Details
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Initial Complaint
08/21/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I hired Coach Up they broker local pro athletes to coach kids with private lessons - in my case I purchased lessons for my son for basketball. You have to prepay for a package. I have purchased over 10 sessions at a time. They range around $40 an hour. The coach I was working with ****, quit Coach Up and left us hanging with over 10 sessions left. You also have to use your sessions within a certain time period of Coach Up keeps your money. There were no coaches within a 100 mile radius of where we live so we asked for arefund. They then tried to send us to St. AugustineFlorida for private lessons, like hello thats 8 hours away from our house so 16 hours of driving check out the map. They continued to send same recommendation. Today, I received an email that 8 of our sessions had expired so they were keeping the $320 for the lessons we didn't use. We didn't have anyone to go to and had requested a refund or different coach or some other mutually beneficial solution not just they get to keep my money for no services they sold ** for in ********** **. Also, the person we initially booked ****, was working out of Esporta which was 10 minutes from our house. Not 8 hours away.Customer response
08/31/2023
I have not heard from the business in response to my complaint.
Business response
09/12/2023
Unfortunately the sessions purchased were outside of our 90 day refund policy, and the customer had other options for coaches in the area that the customer was not able to make accommodations for.
In our Terms and Conditions found here: ********************************************************************************************************************************************************
It is stated:
5. Payment Terms
5.1. Coaching Sessions; Expiration
You may use our Services to schedule and purchase one or more coaching sessions. Any coaching sessions purchased through our Services must be scheduled and completed within one year of the purchase date. Any coaching sessions not scheduled and completed within one year of purchase are forfeit and you will not be issued a refund.Customer response
09/13/2023
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 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,********
Business response
09/25/2023
I understand your frustration. I have alerted the team to go ahead and issue a refund for those sessions immediately. You should get an email for the refund in the next 24 hours and the refund should be in your account within 3-5 business days.
Initial Complaint
08/08/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I am enrolled in ongoing/recurring ******s through CoachUp. I pay for a ****** and once the coach marks it as complete I get charged for the next upcoming ******. On 7/26/23 the CoachUp app was undergoing maintenance when my coach was attempting to complete our last session. Due to this, the system had him attempt multiple times (3) to complete the session. Each time I was charged for my recurring ******, but I was not receiving credit for these charges. I attempted to call their customer service number to talk to a representative about the error but was only referred to their email system, and the voice message says they will respond within 48 hours. Several days have passed without a response and I continue to be out $252 in charges they have not given me anything in return for. My coach got a response from them but they claim to have no record of these charges, however in my messages to them I have provided a screenshot from my bank account showing back to back to back charges on my account. Their lack of response is unacceptable and forced me to contact my bank and file this complaint.Customer response
08/19/2023
[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
05/01/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I never used their service after I prepaid. They stated it was to long of extended period to issue a refund.Business response
09/12/2023
The customers sessions expired. This happens after one year of purchase date and so are no longer available for refund.
This can be found here - *****************************************************
5. Payment Terms
5.1. Coaching Sessions; Expiration
You may use our Services to schedule and purchase one or more coaching sessions. Any coaching sessions purchased through our Services must be scheduled and completed within one year of the purchase date. Any coaching sessions not scheduled and completed within one year of purchase are forfeit and you will not be issued a refund.Initial Complaint
02/14/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I paid Coach Up for three training sessions after a Coach agreed to take the contract. After payment of $245.49, communication dwindled down to nothing. After a month, none of the training sessions were scheduled. I reached out several times to Coach Up via telephone, email, and through their website message board. No response from any of those contacts. I have asked for a full refund to my credit card. Again, no response.Customer response
02/25/2023
[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 #********. Coach Up *** returned my money after BBB contacted them. I understand that by choosing to accept the business response that my complaint will be closed as resolved.
Regards,
*************************Initial Complaint
02/02/2023
- Complaint Type:
- Product Issues
- Status:
- Resolved
Good afternoon, I paid for one session for a basketball coach for my son, who completely failed to show up. I was charged the full amount, as well as a finder's fee to the company. The coach failed to respond to any attempts I made, so I have decided to move on, and requested a full refund from the business. CoachUp has not responded to any emails I have provided, requesting a refund. I have also made several attempts to contact them via phone, but they're automated call taking does not allow people to speak to a person. I have complied with their automated directions they provide over the phone, however, have not received any indication they have received my request. I am simply requesting a full refund. Thank you!Business response
09/12/2023
A refund was issued on Feb 22nd to this client and they closed their ticket and complaint with us. Attached screenshot of email from customer confirming refund.Customer response
09/12/2023
[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
12/27/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
My Coach Up coach charged me for sessions we never attended, sessions I told her we could not attend, is now refusing to communicate, and Coach Up cannot be reached via telephone or email. I get vague responses and no one has attempted to resolve the issue. I sent documented proof of the coachs failure to respond and our communication and going on 6 weeks or more with no response or resolution from Coach Up. They are avoiding their guarantee by making it impossible to reach anyone for support. *** made multiple requests for a refund and get zero response.Business response
09/12/2023
Customer was outside of the 90 day refund policy and the coach in question was available and attempting to schedule sessions with the client. This is why refund was not issued at that time.Customer response
09/13/2023
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 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,******
The coach did not attempt to reschedule. She scheduled them unilaterally and did not respond to my messages to offer available dates and times. I contacted the company multiple times and never received any resolution ans it was definitely within a reasonable timeframe. They have automated systems and you can never actually reach a person. They delay their responses to extend the timeline and never offer resolution. Buyer beware before working with this organization. By the way, I have record of the communication, so they can see the coach stop responding.
Initial Complaint
12/08/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I booked three sessions with a trained for around $170. My card was charged and I was perfectly fine with that. I tried setting up some sessions with the coach, and he had some scheduling issues, but that was no issue to me. However, he eventually stopped responding to my texts all together. I emailed coach up several times and they still have not responded. When I called them, they said they sent me back to the email contact method. I need a refund, but they are making this near impossible.Business response
09/12/2023
Refund was processed in December of 2022.Initial Complaint
10/05/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
The reviews they use on their website are essentially fake because they remove the bad reviews. ****** cancelled on my son twice on the same day services were to be provided. I email CoachUp to tell them about the way we were treated and requested a refund. I have gotten no response.Customer response
10/16/2022
[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
04/09/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I have requested a refund contacted all this companies social media platforms and have no response regarding a refund or coaches credits. This is stealing and it seems very likey that this company will do so in the future to other please beware of using this service. I would recommend to use other apps because this one does not do what there website states.Business response
04/11/2022
I show **** was able to help you and process a credit today.. let us know if you need anything else!Initial Complaint
02/09/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
I paid $169.99 for three running coach sessions. A CoachUp coach accepted the request and my credit card was charged. Then the CoachUp coach said he mistakenly accepted my request and told CoachUp to refund my credit card charge. Instead, of issuing a credit card refund, they created a CoachUp account credit. This was not what as agreed.I even tried recently to use the CoachUp account credit to rebook with another CoachUp coach but their web site lists no running coaches available in my area other than the one that has no availability.My credit card should have been refunded when the coach said he mistakenly accepted the request.Business response
02/17/2022
The charge was reversed and sent back to the customer, the customer is not showing in online banking, but, it has not had enough time go by in order for it to be credited by the credit card company.Customer response
02/26/2022
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.
The charge was not credited. I confirmed with my credit card company. Check my CoachUp account. It has a credit. That credit needs to be applied back to my credit card.
The CoachUp team is confused because they don't realize that a coach last year actually accepted my request and by card was fully charged (not a hold). However, the coach made a mistake and asked that CoachUp refund my credit card. Rather than refund the credit card at the time they issued an *** Coachup account credit ***, not a refund to my credit card. If CoachUp actually looks at my account, they will see a credit balance. It is that balance I want credited by to my credit card. I am unable to use the CoachUp credit because as stated previously, there are no running coaches in my area and also it wasn't my fault that the coach incorrectly accepted the request.
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,****
Business response
04/11/2022
I just went in and processed a full refund on your credit that you had. $169.99 was refunded.
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Customer Complaints Summary
12 total complaints in the last 3 years.
6 complaints closed in the last 12 months.