Coach was Great. Billing and Tech Support is Horrible
I really liked my Kickoff coach and the workout and nutrition guidance I received, which is why I’m giving two stars instead of one. Unfortunately, the way Kickoff handles insurance and customer support has overshadowed an otherwise positive coaching experience.
My insurance covers 12 nutritionist visits before additional authorization is required. CareFirst explained that my provider can request continued coverage by submitting the appropriate information showing medical necessity. Instead of helping navigate that process, Kickoff support has been slow to respond and has provided inadequate assistance with the reauthorization steps my insurer says the provider needs to take.
Making matters worse, once I reached the insurance limit, the app locked me behind an insurance eligibility screen. I can no longer access the rest of the app — including the account settings Kickoff tells customers to use to cancel.
That’s particularly frustrating for a service that advertises “No Hidden Fees,” “No Subscriptions,” and “No Contracts.” If insurance eligibility prevents someone from continuing, Kickoff should provide a clear transition process rather than locking the customer out of their account while leaving them to figure out cancellation, insurance and records issues through support.
I’ve also requested copies of my medical and billing records associated with the care billed to my insurance.
My coach was great. Kickoff’s administrative infrastructure and support have not been. For a company providing health-related services and billing health insurance, patients deserve much better communication, transparency and access when insurance requires additional authorization.
My insurance covers 12 nutritionist visits before additional authorization is required. CareFirst explained that my provider can request continued coverage by submitting the appropriate information showing medical necessity. Instead of helping navigate that process, Kickoff support has been slow to respond and has provided inadequate assistance with the reauthorization steps my insurer says the provider needs to take.
Making matters worse, once I reached the insurance limit, the app locked me behind an insurance eligibility screen. I can no longer access the rest of the app — including the account settings Kickoff tells customers to use to cancel.
That’s particularly frustrating for a service that advertises “No Hidden Fees,” “No Subscriptions,” and “No Contracts.” If insurance eligibility prevents someone from continuing, Kickoff should provide a clear transition process rather than locking the customer out of their account while leaving them to figure out cancellation, insurance and records issues through support.
I’ve also requested copies of my medical and billing records associated with the care billed to my insurance.
My coach was great. Kickoff’s administrative infrastructure and support have not been. For a company providing health-related services and billing health insurance, patients deserve much better communication, transparency and access when insurance requires additional authorization.
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Worth every penny
I’ve been on this app about 3 years now. I’m 28, and this is the best shape I’ve been in my life, I’ve tried working out like 8 other times using fitness DVDs and online worksheet, though I found having a trainer has helped get my best results and build consistency: I definitely would have stopped training on about 5 seperate occasions so far if I didn’t. I lost 60 lbs, and right now I’m one of the most in shape people I know now, and my friend’s sister said I went from looking from a 3/10 to a 7.5/10. Even when I was unemployed for 2 months & I was asking my parents to help with rent money, I made sure to keep this app. I liked my trainer so much, that when they started offering free trainers that were covered by insurance, I still kept paying the $100/mo to keep the trainer I liked. I would definitely pay $100/mo to be in the shape I am in today, and I’m planning on keeping it until I die.
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Needs work
My personal trainer & dietitian Lauren is the best and the reason why I have continued to use Kickoff but the actual app could use some upgrades, I am begging you for screen widgets that let me see my streak without having to go into the app. Or a widget that shows me the workouts I have scheduled for the day. And the screenshare feature needs more development because when I have tried to connect to my TV it kept glitching and it was so annoying to follow the workouts, I use my phone now most of the time but it would be nice to be able to connect to the TV and have it be as functional as the phone version. I even tried logging in from my laptop today and the app was not compatible. I think some upgrades to the app for a better user experience would take Kickoff to the next level.
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Kickoff
Easy UI to work with.
Love the fact my insurance covers it!
The app still has a few bugs it doesn’t allow me to choose a photo from my library I’m running the app on iPhone 15. The black screen is finally gone, but the app does sometimes crash and close out. Fix and it will be 10 stars, not 5 🤗
Love the fact my insurance covers it!
The app still has a few bugs it doesn’t allow me to choose a photo from my library I’m running the app on iPhone 15. The black screen is finally gone, but the app does sometimes crash and close out. Fix and it will be 10 stars, not 5 🤗
TERRIBLE
Don’t bother! They are a spam like company,no customer service number, no consistency with the coaches, their exercises aren’t visible on the app, their coaches cancel the appointments on you without notice. Then they will consistently charge your card $50 or more,cancellation fee. Waste of time!! Waste of money! It’s defrauding people and someone should report them to FTC and other agencies.
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Scam
My “trainer” was a dietitian. She told me weightlifting was too dangerous, and I should only do water aerobics. She told me the reason I haven’t lost weight is that I’m not eating enough calories. Total waste of time. She said she would refer me to another “trainer” if I wasn’t willing to follow her advice. Then, she didn’t even do that.
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Poor Customer Service
Coach was great, but the “support team” was not so supportive. After a few months, I suddenly was locked out of the app without warning. I was given a screen to re-verify my insurance info. It then said it could not verify my insurance but did not give me any contact info for support. My coach was unaware, checked with support and then told me supposedly my insurance was refusing to pay. He provided me two email addresses for the support team. Upon checking with my insurance, the last claim was two months ago and was paid. There are no denied claims. I have emailed support 3x with no response, and at this point I don’t even want to continue seeing this is how they operate.
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Can’t get it to work
Trying to create an account and verify insurance but the app is just stuck loading the verification page. Having trouble locating a customer service contact. Hoping to be able to get into the app soon to check it out.
App
It freezes sometimes but other than that I’m enjoying changing habits and working with someone who is holding me accountable for my actions.
Buggy
After providing all of my personal private information, and getting matched with only 4 trainers total- none of them have any availability for this month, and the UI doesnt let me change months. So im stuck in the onboarding flow…
Not functional
The app has not been functional for 4 days. It opens but you can’t click on anything or scroll.
App freezes
App freezes all of the time. I deleted to redownload and lost all of my progress. I have a coach meeting tomorrow and I’m going to miss it and be charged.
Easy to Use & Covered by my insurance
Easy to use! Kick me on track ensures that I am entering all of my information as requested, provides real time food nutrition, detail details and easy to follow video workouts!
App is Glitchy
I haven’t been able to use the app for almost 2 weeks. I’ve deleted and redownloaded it multiple times. I can’t click on anything. I end up using the link they text you for your mtgs.
Glitchy
The app itself is very glitchy. I like the concept but my coach is also a little flakey - will give it another month or so/try a new trainer.
Just use AI
I had issues scheduling my first call but finally got it on the calendar. After that call I was given a guide for a meal plan, that included the only two foods I specifically said I could not eat. It was also incredibly low in calorie and when I asked questions the response was “well it’s a guide, so you can change it.” The whole point is to work with a dietitian. He also told me I need to workout 4 days a week but only build in 2 days.
I tried switching coaches. Had to find one that had availability. Was all set to meet this Friday again and I got a cancellation with reason give.
I went to AI, asked for a meal plan within the budget I needed and then for a weight lift plan at my current skill level. It spit out a solid plan for both and it was way easier than dealing with the app.
I tried switching coaches. Had to find one that had availability. Was all set to meet this Friday again and I got a cancellation with reason give.
I went to AI, asked for a meal plan within the budget I needed and then for a weight lift plan at my current skill level. It spit out a solid plan for both and it was way easier than dealing with the app.
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Best app ever
This app is an answered prayer. I’ve been trying to manage my nutrition & activities on my own. I always wanted a coach but couldn’t afford one. This app allows me to track my food & exercise while receiving one-on-one training from a licensed dietician. Game changer!
It’s called Kickoff because they kick you off the app when your benefits run out
The app itself is great. The live coaching is Meh depending on the coach. But you’ll get used to using the app and when insurance benefits run out when you get used to the app experience you’ll have to find an alternative and no longer allowed to use the app.
The App wont stop loading for Coaches Login
Clearly they don’t want anymore coaches and closes the door. It’s absolutely ugly and disgusting
Why did I wait so long
I thrive on external accountability (think Gretchen Rubin, the obliger tendency). I am doing SO WELL staying accountable to my coach! And as much as I thought I knew about portion size and drinking water and the whole nine, I am LEARNING. And evolving. Worth every penny. Why did I wait so long to realize this existed!!?!?!?
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