MINDBODY Inc.

Complaint:
I am rejecting this response because:
Mindbody once again is missing the point with not listening to their clientsFire Salon decided not to continue doing business with mindbody because the product was not delivered within the two weeks promisedWhen the product was presented to us (after all those hours of data conversion that they worked on it) it was still missing half of Fire Salon product inventory and the information of the remaining service providers with all their servicing and pricing and all the gift certificate data and the entire client data base regarding color formulas and notes Also all the other issues that came to the surface when we were trying to use their softwareFor example, booking schedule not updating into the mobile app, or the screen freezing in the middle of booking, or credit card transactions or pos hardware not working properly, were poorly addressed or not addressed at allThose issues for a business that rotates an average of clients a day only for check in and check out are important, and the "you can live with it" type of attitude doesn't work in a busy and fast business environmentAfter waiting two months and receiving a non completed product, we needed to move forward quickly since we did not trust mindbody business ethics They suggested we upgrade to their premium service so they could work more hours on our productWe accepted the increase in cost in order to get things done It still was not enough for them to accomplish the taskWe ask for full refund of all charges
Regards,
D*** ***

In reviewing the rejection and ticket history, MINDBODY is choosing to stand by the actions taken resolve issues reported and described in our previous responseWith $provided toward subscription and merchant account processing fees to date we have shown a willingness to work with the customer while providing compensation to recognize the time investment the customer complained aboutAs stated in our terms of service acknowledged and electronically signed by the client:
Cancellation and Refund Policy
If for any reason our services do not meet your needs, let us know within days of your purchase and we will issue you a refund.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 cancellationWe are sorry things did not work out and wish the client the best in finding a solution that meets her business needs

Thank you for your emailIn reviewing the account, we can share the following facts:
- On 3/28/the client purchased the Solo level subscription and received the "Get You Started" promotion which consists of 50% off for months
- The client received months at 50% off in March,
April, May, and June, as well as a free mobile swipe for credit card transactions (April)- In July, when the promotion expired, the pricing went up to the list price of $45/month
- The terms of service referenced were agreed to by the customer on 5/2/- The terms of service, which are also available online at https://www.mindbodyonline.com/terms-of-service, state that cancellations require days written notice to process:
"Term: Unless otherwise specified in an Order Form, the term of this Agreement will be month to month ("Subscription Term")The Subscription Term commences on the Effective Date and will automatically renew on a monthly basis until either Party terminates in accordance with this AgreementEither party may terminate the Agreement at any time for any reason or no reason by providing notice to the other Party at least thirty (30) days before the end of the relevant Subscription TermUnless otherwise specified in an Order Form, Subscription Fees during any automatic renewal term will revert to the current pricing in effect at the time such renewal term commences."
- The customer called on 7/28/2016, the day the automatic renewal went through at $- During this call, we informed the customer that days notice is required and did not provide a refund for the charge that went through in July.
I hope this helps, and please let me know if you have further questions or concernsWe're sorry to hear it didn't work out, and welcome more feedbackI can be reached directly at [email protected]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 10434176, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Complaint:
I am rejecting this response because:
This matter is not
resolved by virtue of Mind Body's last communication The arbitration clause
they refer to is unenforceable Further, they are admitting that the claims
between *** and Mind Body are outstanding, but that Mind Body will require a
lawsuit in order to be forced to resolve this dispute
They do not
address any of the counter-points we raised in our last responseMind Body
misrepresented their protocol and the facts with respect to this dispute We
pointed each of those misrepresentations our in our response Yet, they fail to
address their business practice failures in this most recent response We would
think that the Revdex.com would require more or would take some action against Mind
Body based on the fact that we have provided affidavit testimony to support
their failures and outrageous business practicesThey have failed to deny any
of those matters
We believe that in
consideration of all that has been presented, the Revdex.com has more than enough
information to take whatever action it can against Mind Body Please advise
what more you need from ***, if anything, in order to do so Please also
advise what action the Revdex.com has authority to take and where we go from here in
order to avoid a record on the Revdex.com site indicating that this matter has
been "resolved." For, it has not
Regards,
*** ***

Complaint:
I am rejecting this response because:
Something needs to be done to MINDBODY for their inability to process payments on time and providing unuseful and service to their clientsI did not have access to that account because Josh Donahaue did not pay attention to detail in receiving my correct email address from the beginning, on the "18th" of AprilSo then I get charged on the 21st of April which I did not have access to the account because of a fault on MINDBODY behalf so how was I suppose to run my business under someone else responsibility There is no benefit in receiving any additional "free" service thru MINDBODY since I am afraid of getting charged again for their stupidityMINDBODY is a fraud and phony to get innocent hard working people to fall for their deceit and hurt their pockets more than providing beneficial true serviceAll I ask is for empathy and one months refund, I'm sure the CEO Ferrari or Bently payment won't be affected because I'm sure there are more innocent people getting ripped off I also asked for a copy of the initial contact sand I was denied, hmm something fishy going on don't you think? If the Revdex.com will not assist in resolving this issue them someone is batting for the same team
Regards,
Jose Vega

We have been with Mindbody for more than 3 years, and we are really disappointed with their service.
They keep raising prices constantly, recently by 50%, while their service is really mediocre.
Their software has lots of bugs and it takes months or sometimes years to fix them.
I strongly discourage anyone to use their service and look for an alternative. Just google, there are lots of them and much cheaper.
Once you've started using their software it is hard to switch, as all your clients information is stored in their system.
Anyway, we are looking for alternative right now and the way to get rid of them.

Dear [redacted]y,
Thank you for taking the time to alert of us of the issues experienced with the product and giving us an opportunity to improve our communication with clients over matters like these
"line-height: 1em;"> I reviewed the Google Calendar Synch issue you've documented in this complaint and spoke with our product development team.
We have done extensive testing to reproduce this error on our end, and cannotThe root of the issue is that Google is returning internal server errors and we're at a point of logging all server errors from Google in hopes we can get answers, however, these types of errors are not within our control to fix
This same duplicate calendar event issue with Google Calendar has been reported on a number of forums outside of MINDBOY with different programs including outlook-Google calendar synchingUntil Google addresses the broader issue with their calendar synch tool, the only known way to solve this is to purge the Google calendar and re-synch itSome people have even developed products outside of Google Calendar to integrate and remove duplicates because of this problem.
There is not issue within the MINDBODY product to view, modify, or book appointmentsWe also offer an app called MINBODY Express that users can download on their android device, or iPhone to view calendars and synch with iCal or OutlookThrough this app they can view everyone else's calendar (if permissions to do so are granted), cancel, schedule, and rebook, or simply log on to the software directly using a web browser from any deviceWe cannot guarantee the functionality of third party products such as Google Calendar
Our documented refund policy from the signed Software Service Agreement is as follows:
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
www.mindbodyonline.com/ssaWhen a client past the refund period requests money back, we will evaluate the request and if honored, offer it in the form of a future month's subscription credit If this was the only issue for canceling, we would love for you to stay with MINDBODY and explore alternate and better ways to share a calendar with staff members that is more robust, powerful, and reliable than a copy of the MINDBODY software calendar in Google calendar, however we will not offer a retroactive refund for this particular issueThe consideration in this decision is that the functionality of the Google Calendar is outside of our control – we've provided the appropriate tools to synch with the outside calendar program, but the error is coming directly from Google not MINDBODY
Sincerely,
[redacted]
Vice President, Customer Service
MINDBODY, Inc

Thank you for your response and I apologize for the delay. We needed to make sure we fully understood the situation and could provide the best possible answer for your concerns. The reversal did take a long time, and one reason for that (I think we’re both clear on, but want to make sure) is that it had to be done through the back end in order to avoid processing fees on $7,000 transaction. Having now dug into this further, it should have taken about 5-10 business days and of course that’s dependent a great deal on the credit card issuing bank because once we send the funds back the credit card issuing bank wants to make sure those funds are cleared before releasing them to their client- your consumer.  While we won’t cover the $7,000 loss, we will provide 2 months of software compensation and 1 month of merchant processing fees. I also want to reiterate that when reviewing the 3 months of banks statements with consistently negative account balances, a chargeback dispute would have meant that MINDBODY would have to cover the losses had the consumer won the dispute, which is common. Consumers who see “no refund” policies at businesses are more likely to file chargeback than work with the business if they are not satisfied with the services. To add additional risk, when a transaction is keyed this is an indicator of the card not being present during the transaction and the client can file a chargeback for “fraudulent transaction” or even “cardholder does not recognize transaction.” To have a chance of winning those types of chargebacks we would need an imprint of the credit card, copy of the ID, signed agreement and signed receipt- basically a fat chance for the business and MINDBODY succeeding on winning a chargeback in these cases. Due to the risks involved, we opted to hold funds. We’re not willing to take on risks like that at this time. Once again we apologize for the delay in the funds appearing on the clients card and, going forward, we recommend processing within your approved volume limits. If transactions will exceed those limits, we recommend breaking it up in to monthly payments or processing larger transactions through a processor that is willing to release those funds in whole to your account. I’d also recommend working with one of our technical support specialists to show some other features within the product and app that can help bring more clients as well as how to set up recurring monthly payments. If you would like this, please call us anytime. We’re available 24x7.

Dear [redacted], 
We're sorry to hear the product did not meet your needs. In reviewing the account history with MINDBODY, we do have a merchant account cancellation request on file from July and a software cancellation request that came through in September. Attached is the email history...

for the merchant account cancellation in which one of our merchant support agents processed the merchant account cancellations and informed you that this was not a software cancellation. It is a policy that our company does not issue refunds outside of the terms of service. You can find the cancellation policy online at www.mindbodyonline.com/terms-of-serviceBelow is a copy of the emails sent. I've also attached a PDF of the tickets we have on file. If this does not align with you, we're happy to discuss further via our Client Care team at ###-###-#### or [email protected]
 
339792 Hudson's House of Play Jul 29, 4:13 AM
 
I would like to cancel my merchant account for Hudson's House of Play
Client ID:
339792
last 4 of SS: 8917
Date of Cancellation: 7/29/16 Reason: Not happy with customer support and product does not fit my needs
Thanks, [redacted]
 
D[redacted] Jul 29, 10:50 AM
Hello,Your merchant account has been removed from your site and your merchant account has been submitted for closure to your processor. If you still have access to your software, you will no longer have the ability to process credit card transactions through your software after receiving this email. Please note, your software has not been closed at this time, only your merchant account at your request. Contact our Client Care team if you intended to close your software as well.Billing Information:- You will receive a final bill for any processing done month-to-date on the account.- It is very important that the bank account on file remain open for a minimum of 180 days to fund any fees and chargebacks that may come through.Please let us know if you have any questions.
 
D[redacted]Merchant Support Specialist

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11312973, and find that this resolution is mostly information I already knew and have used but having a 1 hour refresher course would be beneficial so I am willing to try that. 
Regards,
S[redacted]

We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: ·
normal;">       Voicemail on 4/26/16 followed by email ·       Voicemail on 5/3/16 followed by email   On May 3rd, the client expressed not being interested in services, stating, “Thanks! I won’t be using that part of the service!” After that email, our sales rep replied the same day asking for feedback and again on June 20th to see if the client was reconsidering the decision made in May. This totaled two emails and one phone call in two months after asking for feedback and interest. On May 3rd, our rep emailed:  “MINDBODY is always trying to get a clear understanding as to why a client would elect out of a product that cost no money.  This allows us to rebuild and refine our product to the best we can offer to our clients.” On June 20th, our rep emailed: The last email stated, “Good day to you, I wanted to follow up with an email response I sent to you back in May that I have yet to hear back from you about.  Last we spoke you were interested in having an online presence to be able to sell your Deals through the MINDBODY app.  This is very easy to do, and does not cost you anything to be listed.  I am happy to schedule a time where we can go over any other questions you may have.” There were no email communications after this. In reading the complaint, it is unclear if the client believes they were already on the Do Not Call Registry and whether or not they believe we violated those provisions of the Telemarketing Sales Rule. Based on our records and in speaking the rep, while the client stated they were not interested, we do not have a record of them asking us to stop contacting them. We're sorry that our actions felt unprofessional and hope this response helps provide some clarity.
Our contact information is publicly listed as is my email address under the Revdex.com if direct communication is desired to help provide additional details so I can respond more fully. 
Warm Regards, 
A[redacted]@mindbodyonline.com

Below is a recap of fees paid and refunds issued, attached is a list of premium service hours rendered.
12/8/2015 (Month 1)
Accelerate/Engage Monthly Subscription Fee- $0 paid (First Month Free promotion)
JumpStart Site Setup Support $399 - this is a one time...

charge for a service that was utilized from 12/18/2015-1/26/2016 as shown in the attached spreadsheet
1/8/2016 (Month 2)Accelerate/Engage Monthly Subscription Fee $225
1/20/2016: Prorated Platinum Premium Service Monthly Subscription Fee $457.97 - prorated amount covered the service period from 1/19/2016-2/7/2016, this was required to provide the project management for the software conversion to MINDBODY from the previous software system utilized in the business 
1/27/2016 (Month 1 - 2nd location)Ultimate Software Subscription Fee $0 - client added a second location to MINDBODY and used a First Month Free promotion
2/8/2016 (Month 3)
Accelerate/Engage Monthly Subscription Fee $225
Platinum Premium Service Monthly Subscription Fee $699
Total charges this month = $924
2/19/2016:
Refund of $924 - for all fees paid on 2/8/2016
Overall, we provided 20 hours of JumpStart Support, where we typically provide 10 hours and 15 hours of Premium Services support, which represents a 2 hour and 45 minute beyond what as paid.
There was a total of 6 days between when we received the data for the conversion process and when we completed the conversion. At the request of Firefly, we performed a client data only import, and brought additional records on a future date. During the conversion process Firefly decided to cancel services. By this time, all hours had been used including those paid for on 2/8/2016, which we refunded in an effort to compromise with the client. We are truly sorry this product did not meet the customer's needs, and we will not be issuing an additional refund as services were filled in accordance with our terms of service for the product and premium services. Should Firefly wish to return to MINDBODY, we will be happy to provide a free data conversion and try again. 
Warm Regards, 
A[redacted]
VP of Customer Service, MINDBODY Inc

We have used their program for over a year now. Pretty bad experience with software that is not well thought out, a development team that has its own agenda and doesn't address long standing issues repeatedly asked for by users. They continually push their MINDBODY app to let your clients make appts , but note this app shows all the other related businesses that use this app too, including your local competitors.
They will default you into services and add ons such as SpaFinder, and do not tell you. They will send out text messages to your clients to use the MIndbody app, even when you don't use it. The latest is that they default the opening screen to a page that shows your income in a "Client Acquisition Page". Many users have complained that this shows private info to both staff and customers. MB has still not addressed this, but the pint is that no one there thought this through as it really is a page to promote using the Mindbody app further through offering deals and getting reviews.
If you set up repeating breaks in your schedule you cannot change just one without having to delete all of them and starting over. This is a major PITA.
Other users have continuing issues with Java requiring constant intervention with staff to update machines.
You want to get a feel of what this is like? Ask for access to the forums first before you sign anything. If they won't let you, then you know why.
All this adds up to a company that simply wants to grow and meet shareholder expectations at the expense of treating its customers like assets to be maximized.
Listen, it is hard to switch once you go with a company, I wish we never went with them. They do have some good point over what we had before, but there are way too many deficiencies and they don't work to fix them. After a while this all adds up to major frustration. Stay away!

Complaint: 10614836
I am rejecting this response because: Credit with merchant services credit should be $66.  I spoke with them the day I made the Revdex.com complaint because I was charged a  quarterly pci non-compliance fee on each account of $29 plus minimum statement fee of $6. They agreed to credit the pci non-compliance fees and the $6 fee that ran on the account that did not process at all.  I am okay with the rest of your proposal except I will not agree until I see the credits.  B[redacted] was very helpful to me but he and his team did not follow through or update me.  That is why I initiated the complaint. Verbally he would assure me of these credits in 3-5 days but they never came to fruition.  He also had assured me an email confirmation of his intentions which I never got until my husband became involved.  In addition I would call and email him and not get return calls or emails.  With out the promised follow ups I became suspicious of the companies intent.  I think B[redacted] was excellent I but I became very concerned when there was a lack of followup and follow through.
Regards,
L[redacted]

Complaint: 10929359
I am rejecting this response because:
I am not satisfied with this response.
I want my site taken down completely so that no one is able to view it or book appointments through the mindbody software effective 10/30.
I want a refund of $390.
I set up forms on this site to notify clients of my policies, specifically my no refund policy. These forms were not shown to my client and when she asked for a refund I gave her money back. Because this software has failed to do what I was told it would do, and that I had a reasonable expectation that it would do I want to be reimbursed the $200 by mindbody. Since there has not been one month where the software has worked properly and I have spent many hours of my time not only on the lengthy set up process but also on fixing, or attempting to fix problems created by mindbody I would like my last two payments of $95 refunded. If I pay for something I have a reasonable expectation that it will work. If I take money from a client I then do the work we agreed upon. If I had bought a product in a store and the product did not work I should have the ability to return the product for a refund. That is what I want. A refund for a product that does not work.
Last week (Friday October 30th) I emailed mindbody asking them to cancel my account and take the software down. I took all the links off my website and cleared my clients appointments so that my clients would would stop receiving emails from them that stated inaccurate appointment times. I have not used this for scheduling in weeks because it is faulty and can not be trusted to be accurate. Today (November 7th) I received an email stating that a new client had booked a massage. This was not a time I had planned on working and was about to leave the house when I saw the email. This is not only inconvenience, it is unprofessional. I would prefer to not suffer one more month of bad surprises. I want them to take down my site completely, off the phone app off the mindbody end off whatever other places it could be lingering that I do not know about and make it so that no clients can schedule with me through them. 
I have responded to the company's response below in blue...
Below is an outline of the client and the experiences cited. The client
mentioned a few times she was unhappy she had to make edits to the
software to customize it,
Yes after having spent at least one hour a week on the phone with your company for six months I think my expectation that the software would work correctly without me having to go in again and make changes to the things that should have been set up properly in the first place was completely reasonable. 
 was comp’d a little, escalated twice in technical
support, had merchant fees refunded and ran sales outside of MINDBODY
(did not have processing). 
Oh so glad you mentioned this, I forgot about the credit card fiasco. Monthly charges starting from before I received a swiper or ran a credit card. Then when you sent me the first swiper and it did not work I called to complain. You sent a second swiper it too did not work and I was told "To find someone with an Iphone and try charging a dollar on my credit card using their phone to see if my phone was the problem".  This is unacceptable. 
We have provided $241.39 in compensation to date.
Yes you cut my bill in half for a few months after I got so fed up by the time I was wasting by calling in every week that I threatened to cancel my account. Unfortunately your software and customer service did not improve. 
 We also reviewed the
client's site and confirmed that text is set to display for her
refund/cancellation and liability policies.
These policies were not shown to my clients even though I specifically set them up to be shown to all clients.  I added this wording to my website after you failed to provide this information to my clients. 
These 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 them. A 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.
Nope this is not what I was told. I told the woman who was helping me through the setup, Katie Marie that I do not have a printer here and do not print receipts. Why would it have been set up this way? The client should have received and email receipt after any purchase. Once I cancelled my credit card processing part of this system I called to make sure that there was nothing else I needed to do to make things run smoothly (to avoid things like this happening) and was assured that my clients would in fact be shown these documents including my no refund policy.
 Additionally, we do not have a name of the consumer who was refunded,
and we were not able to locate a $200.00 refund processed through the
MINDBODY software. The client does not currently use merchant account
processing with MINDBODY, and has not logged any sales from 10/5/2015
11/5/2015 
Because her payment was run thorough square on her credit card here. I stopped using your system because it did not work. Why was she not shown my policies when she signed up? 
View Complaint Message
http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 2/3
to 11/5/2015. Basically, the consumer would need to directly purchase the
product or service through the MINDBODY software to have to agree/see
the policies.
Regarding the cancellation, the client emailed to cancel on 10/30/2015,
which is the same billing date for her MINDBODY subscription. She
specifically requested that we DO NOT call,
yep because every call to you has lasted a minimum of one hour, the last time I called in I was on the phone for two hours and my problems were still not resolved. Why would I get on the phone with you again just so you can argue with me and continue to waste my time and not be helpful?  
which took longer to process as
a result, but we logged 10/30/2015 as the actual cancellation request
date. Our terms of service require 30 days written notice for a cancellation
to take effect and as a result the charge of $95 on 10/30/2015 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 needed.
Fluid Movement + Massage CID: 79841
Close date: 12/30/2014
1/19/2015 (ZD#2[redacted]98): Client contacted tech support due to website
URL in auto­emails populating not as she desired, she was deeply unhappy
that support would not update the URL and she had to login and do it.
Yes I gave you the correct information, you botched this and I had to fix it.
 5/5/2015 (ZD#3067511) Client called in regarding mobile swiper not
working on Moto X, tested device, no resolution.
Yes no resolution, no attempt to help me no offer of anything except that I should find another phone to use. This is unacceptable.
 5/12/15 ZD#3[redacted]9: Client speaks with Joe in Client Care­ Comped half
off of May, June July & Aug bill ($190.00)
5/28/15 ZD#3[redacted]4­ The client complains about problems she's been
having with merchant processing, Jenna refunds$51.39 for processing
fees.
7/29/15: (ZD3288273) Client called tech support because of a double
booked appt. In this email she states that she felt misled by sales &
training
Yes and yes. You told me that the software would work for my business. I had to change my pricing structure, create complicated, difficult to use systems that required multiple steps to check each client out. I had to change the price of most clients sessions each time I checked them out. Your tracking system did not work and each month your numbers were different from mine. This is basic math add money, subtract money but each week your numbers were off. 
 and that the software is complicated. She does not request to
cancel, but does ask for compensation. CS escalations reaches out and the
client responds 8/5/15
8/5/15: (ZD#3[redacted]73) 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." 
Yep if I had a time machine I would go back to March and say "cancel this Anne, this company only wants to take your money, things will not improve they are going to  continue to lie to you" 
Escalations reach out from 8/5 to 8/12 before issue is resolved. Chris
O'Day in tech support confirms that the client did not receive an email
confirmation of a consumer mode booking by [redacted] (consumer) because Dia
was NOT opted into emails. 
So let me get this straight, me, a massage therapist not a software engineer should have thought to ask while we were setting all this up "Ok now my customer will receive these emails right? And so will I, so that I know when a new appointment has been scheduled? Oh wait what are the chances they will click a little box to opt out of receiving emails than I will not get notified of new appointments because she is not getting these notifications" Whew glad I thought of that! Disaster avoided. 
8/12/15 (ZD# 3323510) the client emails a list of clients/appointments
that she perceives to be incorrect in the software. Tech support approves
the corrections to be made by an agent as of 8/16.
8/26/15 (ZD#3364958):
Now that's funny, your tech was able to go into my system and make changes yet when I ask you to take the site down completely you say it is "illegal" for you to touch my site? Which is it? Should I call the police fo rthis infraction? 
The client contacts tech support because she
sees classes showing up, support responds with screenshot that they are
no longer visible in consumer mode
10/1/2015: (ZD#3471616) The client is interested in liability waivers and
also paying less than $95.00 a month and asks about rates. Tech support
11/5/2015 View Complaint Message
http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 3/3
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#34[redacted]75) 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
10/30/15 (ZD#35[redacted]12­ originated in Billing, 35[redacted]13­ another request
to cancel sent to support, 35[redacted]35­ another request to cancel sent to
support, 35[redacted]31­ another request to cancel sent to support, 35[redacted]2
originated in Billing, 3472464­ started 10/1 in support, SM called client
10/7 to discuss downgrading potentially, LVM) Client emails to cancel and
requests a refund all on 10/30.
Anne Mccranie

Complaint: 11829712
I am rejecting this response because:
I will only agree that you refund one month AND DO not charge my card on 11/28/201 to have a complete resolution of this matter.
Regards,
M[redacted]

Complaint: 10087436
I am rejecting this response because:
 
1. I was contacted by [redacted] Hanson by email only and I responded to his request to set up a time to talk over the telephone. My last email to [redacted] provided possible times for this phone meeting and was met without a respond on his end, not mine. Attached is a copy of that email exchange. I have not received any phone messages from Mindbody in my voicemail or in my caller id log. 
 
2. My requirements for scheduling are not extraordinary. Mindbody's inability to meet these requirements as advertised was eventually documented as a bug or "Work Ticket" (W53210) which was still not fixed when I initiated the cancellation of my account on 5/8/2014. I did not call "complaining" but simply to report and follow up on a legitimate and documented bug with their software. It is correct that Mindbody did not charge me for the months of June 2013-November 2013. However they have not "written off" all other charges nor have they "comp'd the client for all cost associated to the software not working how she expected," as stated in their response. I paid a total of $1,062.52 for their product in the form of monthly fees for the months of June 2012-May 2013 and then again from December 2013-April 2014. I have not yet been refunded this money, as Mindbody's response states. My downgrading to the basic scheduling module was done by my own request when my business went from 2 practitioners to 1 practitioner. This had nothing to do with whether Mindbody could or could not support my scheduling needs.  It is simply the difference in cost for their product depending on the number of users and was not a courtesy provided by Mindbody.
 
3. The fact that Mindbody does not have a work ticket documenting my several calls requesting help and guidance in exporting client data is another testament to their poor service because several call were made to Mindbody regarding this issue. The link supplied in their current response directs me to FAQ sheets for data reporting. I am currently unable to access these reports since I cancelled my subscription. However, in preparation for canceling my subscription, I did utilize these FAQs and reports and was unable to export the following client data fields (email, birthdays (mm/dd/yyyy), referral source, email opt in and emergency contact information). They told me it would cost $600 to for 455 rows and 6 columns of data which I had hand entered into their system. Any ethical company should allow a user to export their own hand entered client data free of charge. This is a matter of ethics and is not an unreasonable request/assumption. 
 
In summary, Mindbody has done nothing to meet my requests. Their response is lengthy but evades the heart of the issue(s), is full of inaccuracies and is insulting.
Regards,
[redacted]

There are inconsistencies between my account and theirs.  I wish to be able to speak with High level personnel to ensure that my story will be heard and hopefully being about some major changes to prevent anything similar.  I do wish to impress upon them that it took me over a month to find a way to contact them. Let alone to contact someone who would listen.  I am still vehemently offended and appalled at what happened and I am sticking with them because of the work we have put in on our end to make it usable even when important features are missing upon delivery.
Complaint: 11802532
I am rejecting this response because:
Regards,
C[redacted]

Complaint: 11456885
I am rejecting this response because:
Regards,I reject this response from MINDBODY because the initial payment was charged on 4/23/2016 not the 19th of April like MINDBODY stated which I did canceled the 19th of May that qualifies me within the 30 day cancellation period as stated by MINDBODY. The attached documents come from my Wells Fargo monthly statements proving the different charged dates. I deserve a refund of 45.00$ , mindbody dates are not accurate and till the day I'm not able to use my account after beign on hold for over 30 minutes.
J[redacted]