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:02/02/2023

  Type:Product Issues
  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.

  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

  Date: 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 Answer

  Date: 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

  Date:12/27/2022

  Type:Service or Repair 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.

  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

  Date: 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 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,

  ******

  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

  Date:12/08/2022

  Type:Product 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.

  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

  Date: 09/12/2023

  Refund was processed in December of 2022.

• Initial Complaint

  Date:10/05/2022

  Type:Product Issues
  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.

  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 Answer

  Date: 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,
  
  ***********************