Lisa Cox A.
Outstanding customer service
Update 3/17/22 Ken called me to follow up within hours. He listened, validated my concerns, and reassured me that these unfortunate events were not the norm with coachbit.My daughter was connected with a great coach and things seem to be going great now. The coach has communicated with me frequently and Mike from customer care has also followed up with me twice. I’m so glad I didn’t give up on coachbit because of a couple of mishaps. Update 3/11/22- I was assured that someone would call us at a specific time this morning. We got up early and got ready for school, waited, and again were let down. The people at coachbit are breaking trust before it is even built. People seeking this service are in need of support and we got exactly the opposite, a negative disruptive experience added to our already overwhelming schedule. I will be taking my business elsewhere. They talk a great game but don’t back it up with actions. Very poor business. 3/10/22 I signed up for coach bit and paid for a year in full. A call was scheduled. The rep never called us. A couple hours later she emailed apologizing that their system was down and gave us a link to reschedule. The link contained times over the next 5 days before 6am, after 11pm, and during the school day only. This is unreasonable. This is definitely not a good first impression.
Response from CoachbitMar 11, 2022
Hi Lisa, thank you for your review. I am really sorry we weren’t able to connect with you at the pre-arranged time last night. Having an unmet expectation is simply not acceptable. Your experience is far from the kind of first impression we seek to provide. I have taken steps to deal with this egregious error swiftly. I’ve also implemented changes that will ensure that something like this doesn’t happen again. My hope is that you’ll afford us the opportunity to rectify this mistake and change your experience. I’ve sent you a mail and will also reach out via phone call later today to discuss your experience and the way forward. If you need to reach me for whatever reason please send me a mail [email protected] Sincerely, Mike Cheney Head of Customer Experience




