Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:01/13/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello.We signed our son up for soccer lessons. We were given one free class to assess if we liked the class. The instructor was engaging and our son liked it. We signed up for a 3 month membership. The classes we signed up for had a different instructor. Who was not engaging, we still tried to take our son but he gradually lost interest, screaming and begging to not go. We informed the company that the new instructor was not a good fit, that it felt like a bait and switch since the instructors were so different. We informed them we would not be returning and would like to cancel the membership.There is no early cancellation, after a total of maybe 2 weeks we cannot cancel the contract, they started charging us no show fees, saying they would not cancel unless we paid the remaining balance. We tried talking to multiple people, they refuse to make any concession, refuse to let us out of the contract, keep increasing our bills. Seems like a very poor business model and they are holding us hostage. People should be allowed to cancel a contract with a reasonable penalty or fee. Not forced to stay in contract.

  Customer Answer

  Date: 01/13/2025

  Hello!

  Yes, we would like BBB to share this information with COPA to help cancel our contract with a reasonable fee. Not additional fees and being held hostage for the entirety of the contract for only 3 sessions.
  

  Thank you.

  *****

  Business Response

  Date: 02/10/2025

  Hello. We are sorry that you were unsatisfied with COPA *** for your son. At COPA, we offer an unlimited training membership which means that you can sign up for as many sessions as you want, on any given day. We do not offer 'one free class' but rather offer a 7-day money back guarantee that allows new customers to try out as many classes as they want in their first week before committing to the longer ************* that 7 days, we encourage people to try a variety of different sessions on different days so that they can experience different coaches. There was no 'bait and switch' in this process, the same coaches who coach in an athlete's first week, coach throughout the duration of the athlete's membership. We received your complaint about the coach and your athlete not liking the session and had our Program Director call you to try to resolve this and suggest different days that may have been a better fit for your son. Unfortunately you did not return this Director's call. We offer more than 40 sessions a week in his age group and if one of the coaches was not a good fit, there were plenty of other opportunities for your athlete to try a different day, time and coach. You could even have come back to a session with the same coach who you had and liked in your first week.

  Upon purchasing a membership, we require all of our members to sign a Membership Agreement that clearly states all of our policies, including that there is no early cancellation. This is why we offer a 7-day money back guarantee, so that members know exactly what they are committing to. You signed this Membership Agreement and it is attached here to this response. As an extra form of communication, we require that all new members attend an onboarding call in which we very clearly lay out the policy, including that there is no early cancellation. You attended this onboarding call on 11.26.25 at ****. At no point did we increase your bill, but rather continued to charge you the same amount that you agreed to for the duration of the time that you purchased a membership with us. Our Membership Agreement and Onboarding call also outline the fees associated with a No-Show to class- which you agreed to. You signed your athletes up for a session and did not attend, which is why you were charged this fee- which was not paid. While we understand that you feel it was no longer a good fit for your son, you committed to the membership and had the first 7 days to cancel and receive a full money back guarantee. 

  Per the contract you signed, you were still committed to two more months payment with us. However, since you have decided not fulfill the payments of your contract, we have decided to cancel your son's contract and cut ties and will not be charging the remaining amount you owe. While we understand you would have preferred we cancelled your contract earlier, we take seriously our responsibility to uphold all of our customers to the same policy and feel we were more than fair in explaining this and allowing you the first week to cancel had you determined it was not a good fit for your son. We wish you the best in your future pursuits for your athlete.