Complaints
Customer Complaints Summary
- 15 total complaints in the last 3 years.
- 6 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:06/19/2025
Type:Status:ResolvedMore 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.
I purchased three coaching sessions and used one of them before the coach stopped responding and am looking for a refund. I also signed my son up for two clinics, one of which already passed but we didnt attend (but notified the coach and facility prior to that), and the second one hasnt happened yet but Im looking to withdraw and be refunded for both. Ive sent two emails and called and cannot get a response from anyone at all.
Business Response
Date: 06/25/2025
Hi, I do show this refund was issued to the client and I believe everything was taken care of. Refund was issued June 20th, 2025Customer Answer
Date: 06/25/2025
[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
Date:02/18/2025
Type: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.
I havent been paid in weeks for my completed session. They havent answered my support requests. I have completed several sessions for which I havent been compensatedBusiness Response
Date: 04/02/2025
Checking in on this, apologies for the delay, it looks like you were responded to from customer service, are you able to check spam to be sure?Initial Complaint
Date:12/23/2024
Type: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.
I purchased several sessions for my son to train over a year. With the last two months, the Coach has not responded to my request to schedule another sessions. Moreover, when I looked online he is no longer listed as an available coach. I have been calling and emailing coachup for a refund. I have yet to receive a reply or response.Business Response
Date: 01/21/2025
We did issue a credit in the amount requested back to a credit to be used on the site. Are you satisfied with that result? I show it was done at the end of December.Initial Complaint
Date:08/07/2024
Type: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.
Purchased a package of 10 coaching sessions for my son. Up front cost was $900. Used three sessions before our coach moved out of the area. Did 1 virtual ******* however it is very hard to teach a middle school boy basket ball while sitting behind a computer. After that I check on their app and there were no available boys basketball coaches in our area. I reached out to the company and spoke with *****. She explained she understood the concern and was issuing a partial refund of $446.25 on 6/26/24. I waited but never received the refund. I contacted again and ***** responded saying the issue was with ****** and that they did refund it. I contacted ****** who says they have no record of the refund and if they did coach up would have received a confirmation email. ****** said to have them send me that and they would issue the refund. ****** also said they could just send the money to my ****** via my email address. After a month of asking and waiting I asked for a copy of that email on 7/23/26 and I have continued to email almost daily asking them to refund to my ****** with no response from Coach up. They have also removed my 5 remaining sessions from my account so I have no sessions and they have my money for services not rendered. Essentially they have stolen my money.Business Response
Date: 08/19/2024
Refunds were issued, is fully resolved.Initial Complaint
Date:07/04/2024
Type: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.
Feb 29 2024 Paid $364.75 May 10 2024 Refund ******* Balance to refund $91.19Business Response
Date: 08/19/2024
A payment was sent directly to the client via ****** from CoachUp.com. If needed can provide screenshot, but, was resolved with client.Initial Complaint
Date:06/06/2024
Type: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.
I arranged a coaching session for my son with CoachUp in ********, **. ***** ******* was the coach we were assigned and we scheduled a date/time, Sat June 1st at 12pm at the ********************************************. The appointment was confirmed, and I even spoke with the coach on the phone prior to the meeting to confirm, which he did. I received a text from him the morning of, stating that he wasn't sure if the college was closed, which sounded odd. I replied asking for him to let me know for sure, but never heard back and we went to the college to meet him just in case. He was a no-show, and after repeated attempts to contact him via text/phone and via the Coach up site, I have received zero response. I was charged $129.99 by CoachUp and have requested a refund on their site since there was no service rendered. They have yet to reply to me either, and I have followed up via phone but there is no way to talk to an actual person. I would like to get my refund, and would be great if something can be done about this business, as I have read similar complaints about them on this site. Very disappointing and seems like a scam.Business Response
Date: 09/30/2024
Thank you for the message, I show in our system that a refund was processed back in June and an email was sent letting you know of that. It was refunded back to your card on file.
Attached is a screenshot of the email with additional details of where everything was sent:
Initial Complaint
Date:08/21/2023
Type: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.
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 Answer
Date: 08/31/2023
I have not heard from the business in response to my complaint.Business Response
Date: 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 Answer
Date: 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
Date: 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
Date:08/08/2023
Type:Status:ResolvedMore 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.
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 Answer
Date: 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
Date:05/01/2023
Type: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.
I never used their service after I prepaid. They stated it was to long of extended period to issue a refund.Business Response
Date: 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
Date:02/14/2023
Type:Status:ResolvedMore 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.
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 Answer
Date: 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,
*************************
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