MINDBODY Inc.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10252463, and find that this resolution is satisfactory to me
Regards,
*** ***

Complaint: Thanks for your help Revdex.comI stated the compensation I wished to receivemindbody is unwilling to refund my money.
I am rejecting this response because:
There has been no resolution
*** ***

We are actively working with MsD** *** and her husbandto find resolutions to her grievancesBefore the complaint had been posted, wehad already begun to process refunds for the costs incurred for hardware,merchant accounting and the monthly subscription fee charged in error after
hercancellationsUltimately there were multiple departments involved, and weneeded time to ensure that the adequate resolutions were met for MsD** ***.The services that the client stated were promised at thetime of her signup are offered with the MINDBODY system, but the client did notfeel that they were offered in a way that was conducive to her current businessstructure.We have refunded MsD** *** the total amount of $935.78which consists of: -Complete Hardware Costs ($ 734.09)-Subscription Fee Charged in Error after Cancellation ($157.69)-Merchant Account Fees ($44.00)Since the complaint was made we have spoken with MsD**
***’s husband, who has been acting as point of contact, to reassure him thatthe refunds are in process

Dear S***,
We're sorry to hear about the poor experience you received when reaching out for support and additional training on your MINDBODY product.
I can see that we had your manager scheduled with one of our on-boarding support specialists in July
2015, and provided hours of training as part of our on-boarding services offered free to all customersIt's always difficult when you lose staff particularly when they take knowledge with them about the product your'e usingWhile MINDBODY doesn't currently offer training services beyond on-boarding, we are exploring the how we can in order to help our clients who don't have time to do staff training like you experiencedWe also offer a hour "refresher" training once per year, which is also free, and someone from Customer Service will be contacting you to schedule that to see if it would help you.
Our hour support team can be reached at ###-###-#### or via email, or chat as wellWe also have an online knowledge base at support.mindbodyonline.com with tutorials and videos that can help your training- there's a Getting Started section that's most popular for learning the product from the ground up as well as guides like the following front desk handbook:https://support.mindbodyonline.com/hc/en-us/articles/
Please feel free to email me directly as wellMy email is listed on our Revdex.com profile, and I've included it below for you as well.
Thank you for taking the time to reach out and we'll turn this around for you soon.
Warm Regards,
A*** ***
***@mindbodyonline.com

Complaint:
I am rejecting this response because:
I have responses from the company agreeing to refund the disputed amountsThey have not done so yet. This message says they have not agreed to do so and you are okay with that, but I have correspondence indicating their agreement.
Regards,
L*** *** ***

Here is a summary of facts surrounding this complaint: On 10/31/2014, *** purchased MINDBODY software with the intent of implementing online booking for herclientsFrom our records there is significant conversation between *** *** and our Customer Service team
working together to find a solution within the product to make function for her unique business model. The MINDBODY Customer Service team was able to find a solution that would have met online booking requirements for her customersUnfortunately, around the same time a software issue, “bug,” reported on 12/11/caused the online booking component to fail. The issue reported is currently being addressed by our product developers and will be released for fix later this month, however *** chose to cancel her subscription with MINDBODY on 12/12/There is a workable alternative solution to allow online booking despite this bug, however we were unable to move toward that solution given the cancellation on 12/12/2014.When she spoke to our Customer Service team to cancel, she was denied a refund based upon the Terms of Service (https://www.mindbodyonline.com/terms-of-service):Section 12.2, “Cancellation and Refund Policy”Cancellation and Refund: YOU shall have thirty (30) days from the date of purchase to determine whether the Purchased Services do not meet YOUR needsIf the Purchased Services do not meet YOUR needs, then YOU must notify MINDBODY in writing within thirty (30) days after the Effective Date that YOU wish to terminate the Purchased Services and receive a refund of the corresponding subscription fees paid by YOU, less the cost of any Services provided prior to such cancellation based on MINDBODY's subscription fees in effect at the time of such cancellation.Section 13.2, “Term and Termination”Termination: The date on which the Contract is terminated shall be the “Termination Date.” YOU may terminate the Contract for any reason by providing advance written notice via email to [email protected] at least thirty (30) days prior YOUR chosen Termination DateWE may terminate the Contract for any reason by providing notice to YOUR email address on file at the time at least thirty (30) days prior to the Termination Date that WE select.Agreed Resolution:It is not within our Terms of Service, and we are able to provide a workable solution to allow online booking despite the reported bug, however, a review of the facts and communication led us to determine that a refund is right thing to doAs requested, a refund will be issued for the amount of $35.We wish *** all the best in her future endeavors and apologize for effort she felt she had to take to fully resolve this issue via the Revdex.com

Dear ***
Thank you for your letterWe apologize for the miscommunications with the service contract for Premium Services and will review this as an opportunity to improve in the future.
I spoke to several managers within the Premium Services departments
and found that Jack Patrick spoke with you on 10/7/and resolved this issue according to your requestHe also followed up with our Finance team to honor your requestAt this time I will ensure that everything is followed up on appropriately and the settlement stated in this complaint to the Revdex.com is honored.
Warm Regards,
*** ***
Vice President, Customer Service
MINDBODY, Inc

Below is an outline of the
client and the experiences citedThe client mentioned a few times she was
unhappy she had to make edits to the software to customize it, was comp’d a
little, escalated twice in technical support, had merchant fees refunded and
ran sales outside of MINDBODY (did not
have processing).We have provided $in compensation to dateWe also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policiesThese settings are set to display in consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions) if the consumer bought services directly from the client then she would not see themA receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seen.
Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $refund processed through the MINDBODY softwareThe client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/to 11/5/Basically, the consumer would need to directly purchase the product or service through the MINDBODY software to have to agree/see the policiesRegarding the cancellation, the client emailed to cancel on 10/30/2015, which is the same billing date for her MINDBODY subscriptionShe specifically requested that we DO NOT call, which took longer to process as a result, but we logged 10/30/as the actual cancellation request dateOur terms of service require days written notice for a cancellation to take effect and as a result the charge of $on 10/30/is the last charge the client will see with MINDBODY.
We are happy to review this further through our client care team at [email protected]
Below is timeline and
corresponding tickets if neededFluid Movement + Massage CID:
79841Close date: 12/30/20141/19/(ZD#2781898): Client
contacted tech support due to website URL in auto-emails populating not as she
desired, she was deeply unhappy that support would not update the URL and she
had to login and do it5/5/(ZD#3067511) Client
called in regarding mobile swiper not working on Moto X, tested device, no
resolution.5/12/ZD#3085679: Client
speaks with Joe in Client Care- Comped half off of May, June July &
Aug bill ($190.00) 5/28/ZD#3085554- The client
complains about problems she's been having with merchant processing, *** refunds$for processing fees.7/29/15: (ZD3288273) Client
called tech support because of a double booked apptIn this email she states
that she felt misled by sales & training and that the software is complicated
She does not request to cancel, but does ask for compensationCS escalations
reaches out and the client responds 8/5/158/5/15: (ZD#3288273) The client
notes that she is not receiving confirmation emails and therefore missed an
appointment"Part of me wants to cancel this software today, in fact the
only reason I have not cancelled this is because of the time, effort and money
I have put into it so far." Escalations reach out from 8/to 8/before
issue is resolved*** *** in tech support confirms that the client did not
receive an email confirmation of a consumer mode booking by *** (consumer)
because *** was NOT opted into emails.8/12/(ZD# 3323510) the client
emails a list of clients/appointments that she perceives to be incorrect in the
softwareTech support approves the corrections to be made by an agent as of
8/8/26/(ZD#3364958): The client
contacts tech support because she sees classes showing up, support responds
with screenshot that they are no longer visible in consumer mode10/1/2015: (ZD#3***6) The
client is interested in liability waivers and also paying less than $a
month and asks about ratesTech support sent her instructions on how to access
and edit her policies & subscription management sent her email in regards
to software levels.10/2/2015: (ZD#3473875) Client
calls tech support, agent states that the client seems on the verge of
cancelling, mentions that she was frustrated that her site wasn't set up as she
wanted it and that her no refund policy (among others) was not printed on
receipts 10/30/(ZD#3553912- originated
in Billing, 3553913- another request to cancel sent to support, 3553935-
another request to cancel sent to support, 3553931- another request to cancel
sent to support, 35***originated in Billing, 3***64- started 10/in
support, SM called client 10/to discuss downgrading potentially, LVM) Client
emails to cancel and requests a refund all on 10/

A response for the Revdex.com and the public posting:Unfortunately it's true that January and February our technical support team receives twice the call volumeWe work diligently every year to bring wait times down and this year, while better than last, was still difficult for many
trying to reach usWe definitely understand the frustration and want to helpI've asked a customer service rep skilled at handling all three issues: billing, software subscription and the app mentioned to follow up asap.
Regarding queue closures, we have had team meetings this year resulting in a total of hours of queue closure out of the 1,hours we've been open so farTypically we have meeting per month that results in a queue closure in order to provide communication, training, and team building aimed at increasing the quality of our serviceGiven the otherwise 24xaccessibility, we feel hour per month with a closed queue is worthwhile investment in our team and we hope the customers can forgive us on that one.
Based on the description, it sounds like the customer was trying to reach technical support, which would not be the best team for this issue - much shorter wait times (two minutes or less for the majority of callers) are available in our Billing Department available 8-Monday - Friday, or by pressing Doing this will get a live person who can escalate the issue if needed and transfer to the right department.
A personal note and commitment to this customer:
Thank you for your years of loyalty to MINDBODYWe're sorry that you had to resort to a Revdex.com complaint to get our attentionWe want your business to be successful and we don't want you to feel like we're damaging your business, or anything of suchWe will reach out soon to work through these concerns and do our best to make you happy with us again.
Warm Regards,
A*** ***
VP of Customer Service

Dear M***,
I understand you do not want to pay for a service you did not useAs a company we are operating with the terms of service, which are also available online at mindbodyonline.com/terms-of-service, and do not provide cash back refundsOnce the product is purchased, monthly fees continue until cancellation notice is receivedWe require a day notice for cancellations, which is also outlined in the terms of serviceThis is similar to other subscription based services in which charges are recurring regardless of useWe are happy to provide one month of credit toward future months as an alternative option.
A*** ***

This is not fraudulent activityThe charges have to do with how credit card processing fees are run through the TransfirstWe sent the following m***ge to J*** *** on Wednesday, October 14th to attempt to explain this. I hope this email finds you wellMy team member T***
assigned your ticket to me and explained the situationT*** has closed your merchant account and requested that our underwriters at Transfirst issue a refund to your bank account for the processing fees from July - September totaling $She received this request on 10/7/and the reason you saw another debit from Transfirst was due to the September fees being initiated prior to this request and ACH fees cannot be stopped mid-processingWe apologize for any inconvenience this has caused you but you will see the refund within 3-business daysThey issue these on the 15th of every monthThese are not fraudulent charges as they are lined out on your merchant statements that are mailed to you directly that I have attached here for your reviewYou will not receive any debits moving forwardPlease let me know if I can provide any further information at this time

This refund request was submitted to Billing on Tuesday, September 6th, the same date as the complaint was lodgedThis is resolved internally already in line with the client's expectations.
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Background: the request came in on Friday before the holiday weekendOur team should have taken precautionary steps to avoid the client getting charged over the weekend or Monday, the holiday, but failed to do soWe reviewed best practices with our team to ensure we are more careful in the future.
Thank you for taking the time to submit feedback, and we're sorry there was a miscommunication that actions were already being taken prior to filing the complaintIf there are any other concerns, we encourage you to contact us at ###-###-#### or [email protected] for resolution

We would like to clarify how this fees and credits work with merchant processing. While we initiated the reimbursement of September Processing Fees on 10/8/2014, you will still see a deduction of the fees, but it will be followed up an ACH credit for the same amountThere is no way for us to stop fees, but we can credit them back, which we have already done. The attached email with a screen capture was obtained from the gateway for the ACH refund of $The ACH refund was initiated on 10/8/when this complaint was filedBased on a 4-business day turnaround time and calculating in the weekend and the bank holiday on Monday, 10/13/2014, we would expect to see this refund deposited 10/15/or 10/16/2014.As of 10/15/we have clarified this with the customer as confirmed and acknowledged in an email yesterday from the customer (attached)

Complaint:
I am rejecting this response because:
Thank you for the timely response and as well the sentiment of understanding. It think the two factors of why I was upset was not necessarily why you rejected the $7,because I can actually understand where your coming from. It's actually the process of getting those funds released back to the client. Refunds through your processor actually get processed faster and that's with funds being received. In this case the funds were never received but yet held till the review was completed. Why did it take so long? because it took so long I lost the sale of $7,and as well I was happy to submit documentation of our No Refund Policy on this sale in which our customer signed and agreed to in order to help you as the merchant feel more comfortable. Both of those items still and never have been addressed. To be very clear I understood your process and don't necessarily disagree with ittoo to long where I lost on the sale of $7,which made me as the business look ungrateful for the customers business As a small business we can't afford these types of set backs. That is a lot of money for us that was lost and could of helped us grow and initiate something in marketing which is now started off with a negative response. I had documentation of a No Refund policy to help reduce the risk signed and was willing to give to you which you denied. If I was aiding in helping reduce your risk why would you not even look at it?
Regards,
R*** ***

When I discontinued my business, I requested to stop my services with Mindbody They charged me an additional month, stating that it was policy They provide your first month "free" but then take that free month back by charging you an extra month when you discontinue with them

We received the Pre-Litigation Letter from Ichiban on 11-29-(Attached). Mindbody did a full investigation of the details by interviewing our Premium Care Team, Client Care Team and Finance Team to determine all of the actins that had taken place and create am after action review of
the complaint (Attached)The results were documented and sent to MINDBODY's Attorney who responded to the Pre-Litigation letter (Attached) on December 11th
MINDBODY has followed up with calls on January 13th and then February 17th and there has been no response. MINDBODY considers this case closed with the following resolution:
Conclusion:
The client agreed to the SSA, including all subsections indicating her responsibility for providing unencrypted data for our importation
The client clearly opted out of PREMIUM support in December asking for a refund of the charges that occurred in December
The client never once utilized the clause in our SSA indicating her rights to request a different PAC if she was unsatisfied:
Exhibit H - "PREMIUM SUPPORT" Section
SUBSCRIBERS dissatisfied with their PAC may request a new PAC at any time by contacting MINDBODY Premium Services, who will provide a new PAC within thirty (30) days
The client was refunded on 09/13/the following:
$3,of the $7,they spend total with MINDBODY. The summary of what was refunded is below:
All MSF charges from 02/to 09/06/
Two full months of PAC fees
The third month of PAC fees were refunded less the actual billable time used to build the clients site

A***, the owner of Juliet Music originally purchased MINDBODY software on 8/29/On 9/24/he cancelled and received a refund in compliance with our day refund policy stated on our website under Terms of
Service. On 10/14/2014, A*** repurchased the software as indicated in an email to his sales rep, A*** ***:
From: a***[email protected]
a***[email protected] on behalf
of A*** L julietmusic.com a***@julietmusic.com
Sent: Thursday, October 9, 7:PM
To: A*** ***
Subject: Re: MINDBODY - last call
Hi A***,
I will give a try for one more month if someone can help me, if it work
out then I will continue, if not then I will stopthank youA***
On the date the software was reactivated (10/14/2014), the first owner login occurred at 6:PM.
Between 10/14/and 5/24/were logins for the Juliet Music Owner & a***@julietmusic.com, which is the
listed owner in our customer database of record (see attached)Logins are regular through December, and then drop off significantly.
Throughout this time, we continued to email monthly receipts to A***Our email monitoring system shows that these were received as noted by the example below.
Sent Time
Result
Recipient Email
Event Category
Subject
06/29/04:01:PDT
OK
a***@julietmusic.com
Payment Processed
Notification of automatic payment.
Please note, this record is only for the last email
sent, but all the prior months
were sent to the same address, and successfulWe are happy to share any records with the client.
We received the second
cancellation request and it the same day on 7/02/Due to owner login activity and the fact that A*** was outside the terms of service refund period, the refund was deniedBelow are notes from our agent who processed the cancellation:
Person
Cancelling: A*** Lin
Reason:
Software/Usability
Cancellation Feedback:
Client stated that he wanted to try software out however felt it was too
complicated to useDid not offer feedback on what features were missing or
what made it difficultThe client said that they haven't used the software and
was cancelled months ago Showing this opportunity being listed as reactivating in
October - High activity in the system up till the end of December where it then drops off.
Our cancellation policy is as follows:
Termination The date on which the Contract is terminated shall be the “Termination Date.” YOU may terminate the Contract for any reason by providing advance written notice via email to [email protected] at least thirty (30) days prior YOUR chosen Termination DateWE may terminate the Contract for any reason by providing notice to YOUR email address on file at the time at least thirty (30) days prior to the Termination Date that WE selectA full view of our terms of service is available online at: https://www.mindbodyonline.com/terms-of-service
If A*** wishes to use MINDBODY, we are willing, in good faith, to provide credit toward future monthly bills, however we will not issue a refund past the terms of service.
A*** ***
Vice President, Customer Service
[email protected]

This is not a MINDBODY customerThis is a customer of a business that subscribed to the MINDBODY software serviceThis person is asking for us to provide information from the database which has since been deactivatedOur agents would not have access to this information
Based on the
details in this complaint, I don't know what business this consumer purchased services from so I can't contact the business on their behalf nor would it be MINDBODY's responsibility to facilitate resolution It sounds like the best course of action is for this consumer to file a complaint with the Revdex.com for the business they purchased services and goods from

Every sale point for mind body sounds good in theory, in practice however mindbody is a failure
Sales pitches like used car salesman: Like many services being sold, everything sounds great and is wonderful customer service until your payment has been taken then it all changesGetting a hold of mind body grows increasingly more painfulIt takes 30minutes plus hold time, they are always rushing you to get back to selling to the next client they can take money fromWhen there are software fails (weekly) you have to take a couple hours out of the day to get it fixedTime is money, and it takes a lot of time to keep the software running right
Billing scams: There is no warning when your bill is increasedThey have you on auto pay so of course it is after the fact when you discover the increase
They don't have contracts, wow sounds like little commitmentNope, wrong again, you spend hours or employee hours building your clientele list in the system it costs a huge amount of money to change systemsTo get all the client information into a new system costs thousands of dollars in employee hoursIn reality, putting all your eggs in the mindbody basket is a huge commitment
The software itself: it all seems great but in the end is extremely slow with constant delaysIf you are on the phone scheduling a client it takes 3-minutes to scroll through dates waiting for pages to load up so you can tell the client optionsIts so long it makes the therapist making the call annoyed much more the client schedulingClient phone calls are often 5-minutes to get that client scheduled (and this is returning clients)That is way too longThe receptionist ends up spending half the day on the phone waiting for scheduling pages to upload
merchant service devices are also a choke pointFor example, we wanted to use the iPad at the desk for convenient check in for yoga classes, massage appointments, esthetician appointments, everythingWell that was not about to happen due to the failed appsAt first it took several phone calls trying to get the apps functioningSome mindbody employees said the app wasn't designed for the iPad, others didn't even know there was an app, others said it should work fine, others said it was an iPhone app that could be downloaded to the iPadWhatever the story, I had the app on the iPad and decided to use it solely for massage appointments, (payment, check in etc)Never once could a client check in themselves without having the receptionist get up to help and even then it was a failureThe receptionist would check in clients on the app but it wouldn't update with system so a minute later the client "never checked in." Then trying to purchase more massages (the whole success point of a business) was a disasterIt was so bad that we only used mindbody merchant less than 1% of the time and had to use prior merchant servicesThis meant I had to go in after the fact and manually add payments to the account which is counter to the whole reason of having mind bodyIt was a complete disaster
mindbody is great in theory, in functionality mind body a complete failure that will cost you thousands in time, billing, lost sales, transferring to a new system

Results of our internal investigation
Client ID
1 Site was created on February 19th
2. we found that the shipping address for the equipment was not valid
3. Equipment was returned to MINDBODY on
3.11.2014. That included printer and scanner
4. 3-14-MINDBODY confirmed the business address and reshipped
5. 5-7-MINDBODY cancelled the subscription for this account at the customer’s request
6. There are no other calls in the call queue and I have tried to reach out to the person complaining but I cannot get a response either by phone or voice
Response:
MINDBODY agrees that our software was not in the best interest of the client and that she should return the equipment as soon as possibleMs*** has many ways to locate MINDBODY’s return address as it is on our web page under the contact us url (https://www.mindbodyonline.com/company/contact-us) or on the return shipping label on the box that was originally sentUntil MINDBODY receives the equipment we cannot refund the monies spent
The address for future reference is listed below
MINDBODY, Inc