MINDBODY Inc.

Complaint: 11840298
I am rejecting this response because:
Regards,
K[redacted]

Thank you for the response. I have confirmed that the refund is approved and processed on our end. There is delays depending on the bank used.  Additionally, a recent change in process here requires our corporate controller to approve and process all refunds, which explains the disconnect in our response via the Revdex.com and the consumer's experience, however as stated, we are complying with the consumer's request and would have regardless as it was an error on our end that caused billing to go through. We're sorry for dropping the ball on that, and please let us know if you need anything else. We can be reached 24x7 at ###-###-####- notes are on the account for any agent that assists to know what has happened.

Complaint: 11697232
I am rejecting this response because:
I have not received confirmation of a refund directly from MINDBODY, nor has there been a refund posted to my bank account. I have only received an email stating that a request to issue refund has been made but couldn't be guaranteed. Once I have received confirmation of a refund from MINDBODY, or I see that funds have been posted to my bank account, I will gladly reverse my response. 
Regards,
I[redacted]

Dear T[redacted], 
I'm sorry for the experience you've received in attempting to cancel your Engage app. I understand that there was a lackluster experience in...

trying to get it going let alone cancel the service. We want to keep you with us as a client and will be happy to discuss your refund. i'm currently investigating with the team, and can assure you that in the meantime, a $67.94 credit was applied to your account. I will follow up with you via personal email to discuss the rest of the requested settlement and so you can have my direct contact information. For the purpose of the Revdex.com response, I've added the timeline of contacts and outcomes with the Engage app product. 
Warm Regards, 
A[redacted]
VP, Customer Service
MINDODY, Inc.
Timeline:
MINDBODY has record of sending her proofs of her app and app deployed using the process the Engage team has when there is no response. Her rep left MINDBODY, she said didn’t receive the emails with the proofs, but she did still express interest in December for the product as long as she could see it (“Ill have a look at it and we will go from there.”) Details: ·       CID 160112: DermaGlow Skin ·       Close Date - 05/02/2014 ·       Engage Close Date – 07/07/2015 ·       Engage welcome email – 07/28/2015 ·       Follow up sent – 08/07/2015 ·       Client responds with Logos – 08/07/2015 ·       08/31/15 – Mock up sent ·       09/11/2015 – Mock up sent again ·       09/18/2015 – No response, app submitted for deployment, no email was sent to client regarding launch  ·       12/16/2016 – Client calls wanting to cancel the Engage but then wants to see the product before making a choice. She is given the tools on how to DL it herself and Engage support reaches out to assist her with the app. ·       12/16/2016 – Engage support reaches out to client. ·       01/08/2016 – Client calls in believes she was given refund from finact, no notes in billings records ·       01/21/2016 - tech requested refund for app, client was unaware app was launched. “She is very frustrated and would like to be refunded for the months she didn’t use the custom mobile app. She still wants to keep the app now that she knows about this.” ·       02/08/20126 – Client puts in 30 day notice of cancellation of app ·       03/05/2016 – Client receives final bill for app, but it is not prorated, Elizabeth applies credit moving forward for the

We're sorry to hear that the product was not used by the client. We've logged a timeline of events in our CRM database and have provided below as background to the purchase and refund request. We had been in contact with the client within a week of purchase and...

were not notified at this time of account errors.MINDBODY’s terms of service, which were agreed to by the client state that refunds are eligible within the first 30 days of purchase. We received notice of the cancellation after the first month and after the second payment had processed. Exceptions to terms of service are rare. If/when the client would like to try MINDBODY again, we’re happy to provide two months of free service, but will not provide a cash refund.   Timeline: ·       4/18/2016 – Software purchased ·       4/21/2016 – Invoice generated for the service period 4/18/2016-5/17/2016 for $45.00 ·       4/25/2016 – Client called and registered for a webinar to learn the product ·       4/25/2016 – Client ordered a free mobile swiper ·       5/11/2016 – We responded to the client with a password reset and business name update and received no response (ticket #4188756 and $4188763) but they were sent to the updated e-mail. He didn’t contact us until this day to let us know he wasn’t getting e-mails or able to access the site. This is also the day he first signed in. ·       5/18/2016 – second invoice generated for the service period 5/18/2016-6/17/2016 for $45.00 ·       5/19/2016 – Client requested cancellation o   Processed the cancellation with a request date of 5/19/2016.
No additional charges have been made.

Dear [redacted], and Revdex.com, We have the resolution of this complaint on record on Wednesday, October 8th. Christopher Lorenzo contacted the client via email (attached). Elavon, the merchant processor had the wrong credentials resulting in a delay of funds. We were contacted about...

this issue on 10/3/2014 and funds were released after. We received confirmation from Elavon, for a settlement totaling $11,908.00 which has been released as of 10/8/2014. Funds were deposited to the bank account ending 2376.  Because of this error we also compensated the processing fees totaling $329.68. Emails with the client and team members with MINDBODY and Elavon are attached showing this resolution. Once agan, we apologize for the interruptions of funds. Please contact MINDBODY Merchant Support if additional questions or concerns are unanswered. Warm Regards, [redacted]Vice President, Customer Service

I am performing an investigation to this case.

After and investigation and communication with the client I received this email confirming that although our refund process was not as quick as he would like, he did receive the requested refund.
[redacted],  
 
Thank you for following up.  I had canceled my...

Mindbody subscription back in november and was still being billed into the month of February.  I have called in and e-mailed several times (once or twice a month) to get this resolved each time with the same answer of "yes, the account had been canceled in November and I would be refunded".  All of this lead nowhere over those months, so I canceled my credit card so that I would not be charged further!  I am a small business owner and I don't have time for this... 
 Finally, it appears that I have been refunded for the months beyond my cancellation date. I recommend that you really work on training and your process over there!

Complaint: 11134026
I am rejecting this response because:
The message from mindbody obviously show once again the lack of attention to customer complaints and lack of flexibility of the company in accomodating and transitioning new customers that use other type of software. 
Also it shows the huge disconnection between their departments.
Attached you can see a text message snapshot from their sales department that proves  their concern when the technical department was going way over the 2 weeks promised by the sales rappresentative .
The second snapshot is an email that never got answered demonstrating the lack of attention within departments as well.
The missed response to that email left us with absolutely no chance to discuss the setting up of the pos sistem.
Keeping on listing the things that you have done and the hours rendered will not cure the deeper problems that your company is showing in customer care. 
This is the moment for you to take the opportunity  and review your line of conduct and policys  in order to solve problems instead of creating new ones for your customers
After living in a limbo for few weeks and observing this negligent behavior(while we where undergoing the opening of a new location) we lost our trust in mindbody
The final confirmation of the lack of customer care was the fact that they started ignoring my emails requesting the refund.
We do ask for a full refund of our money. 
Regards,
D[redacted]

MBO has been a very frustrating experience. i've had them over a year and there is a big disconnect within their software. while most of the clients "visits" are accurate the "account details" don't correspond to the "visits" . I have always kept a paper copy of my clients visits to verify with the MBO on-line system.
I spent 3.57 hrs on the phone with tech support (young people very helpful, everything is "awesome" when we fixed something) to reconcile my accounts. I have to do all my accounting/reconsolidating 2x since I started with MBO. (my paper class cards reference to the MBO system) it doesn't save time. I spend MORE time sorting thru my clients visits.
I don't use their merchant processing- it takes 5 BUSINESS DAYS to get accounts into bank , square is easier, and faster in the bank. Clients can't pay for another service out of a package they have paid for it separately . you have to bill the client in addition to what they already paid, in order to bill them. would never have a client look at their accts. on the MBO site, they would freak out that how in-accurate it is. I always use my paper class cards for them to reference too. system shows inaccurate reconciliations and won't let client buy packages without reconcillatiing. endless. sucks.
I have the least expensive level with MBO, and they just raised their rates, by $5, they push you into getting a more expensive plan, which I would never do. MBO has a very agressive sales team, IT IS NOT a good scheduler program. I beleive that the architecture of the software doesn't intergrate with itself, its been cobbled together
I own a pilates studio, without a studio manager. BEWARE.

MINDBODY’s terms of service state in section 13, “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 Date. WE 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.”We provide refunds within the first 30 days of service. Kristen would have been eligible for a refund up to 3/9/2015. However the request to cancel was received on 7/13/2015. K[redacted] agreed to the attached terms of service on 2/10/2015 at 12:26 PM via an electronic copy within her software product. The name and email associated with the agreement is K[redacted] and [redacted]@stylemehairdesigns.com.  (See attached image for details) Because K[redacted] contacted after her payment was processed, we chose not to provide a refund, which is in line with the terms of service. The terms of service is also available for reference from our website at https://www.mindbodyonline.com/terms-of-service.The software and merchant processing services are now cancelled, and no subsequent charges will be made.

In reviewing the customer contact records and discussing with team members involved, the expectation was set with the client that the on boarding would be complete within two weeks of when the data was received by MINDBODY, not two weeks of when the sale was made. We were within this timeframe when the client canceled. Some additional clarity around the new items in the response:  
Difficulty receiving data: According to our team members, the manager of the business (Dario) was not able to provide us with the needed data exports from their old software. For that reason, our team ended up doing what was essentially an export assist via a remote computer sharing tool to get their site build completed, logging into their old software and taking screen snapshots of necessary data. In hindsight, this should have been a red flag for us that perhaps the JumpStart process was not the right way to onboard this client, but we did communicate this to them. Missing product information: The main data conversion was completed on a Monday, and the remainder of their products were imported on the Wednesday following – in total 3 days. The client cancelled on the day the conversion was completed.   The hours outlined in the attached spreadsheet that are  noted as "Extraneous Time" are directly correlated with the time spent manually extracting said data from the client's old software system. This work not only falls outside the scope of the Jumpstart services & conversion for which the client had paid, but also stands as the primary reason for why the customer feels we did not deliver a finished product on time. In reality, we can’t complete the work if we don’t have the required information to do the work. Issues with non-functioning POS hardware: The client declined to purchase hardware from MINDBODY and instead asked us to support their own hardware. Our policies clearly state that we do not support hardware not purchased through MINDBODY. Our prices include installation and troubleshooting support for specific hardware products and we have no way to identify if products purchased outside of MINDBODY will function in the same way. As a result, we are limited in our troubleshooting or and ability to replace faulty equipment. Non-readiness on go-live date: On the go-live data, the owner said “none of my stuff was set up”. What actually went wrong on this day was that the client decided to install Internet Explorer to support receipt printing, and IE crashed during the receipt printing process. Dario explained that when another team member tried to use it to check out his client, the system froze and failed to complete the checkout. This turns out to be related to IE and Java conflicting during the automatically print feature. Dario refused to purchase our hardware and struggled to get any of his hardware to work and since tech doesn’t support non-MB hardware setup, he was frustrated with our lack of support for his financial decision. The automatically print feature did successfully print the receipt to his excitement but IE froze immediately afterward. Indicating a java/IE issue not a MB error.
From everything we can see, expectations were communicated to the client and we met the expectations we communicated, but it seems as though the client’s perception differs. It is very disappointing that we were so close to finishing when the customer cancelled and despite the effort both groups put in to the transition from the old software to MINDBODY. At the end of the day we recognized everyone’s effort and decided to cut the losses down the middle by refunding half to the fees paid. This seems like a fair decision and if the client wishes to give it another try, we can reactivate the site that was already built and move forward again.We are happy to discuss the decision in more detail if the client wishes to work with us outside of the Revdex.com system.

Complaint: 11802532
I am rejecting this response because:
In regards to this complaint.  I am currently working work MINDBODY to try and use the software as they refuse to give any of my money back.  I do believe the basis of the problem lies in their own lack of communication from the sales staff to anyone else.  I request that this claim be reopened until I feel that the situation has been resolved.  Again I insist that the 3 months of compensation is just 1 as I had already paid for 2 months service that I was unaware of.  If they will actually compensate me for 3 months of services I expect it to be in addition to that which I was already charged. 
Regards,
C[redacted]

Dear R[redacted], Thank you for your email via the Revdex.com. We are sorry we’ve caused you to feel taken advantage of and will certainly review this particular case to see where we may have opportunity for...

improvement in the future.   Below I’ve included a timeline of events for record with the Revdex.com from the MINDBODY and merchant account perspective, and while it may feel dry, my intent is to present the steps we took over the course of a week. I understand your perspective and we’re happy to discuss further should you have any additional questions.   10/17/2016- The $7,000 transaction created a risk review alert for our merchant account team. The risk review was created due to the size of the transaction. When this happens we seek to mitigate risk to MINDBODY and the process by (1) holding the deposit, and (2) contacting the business (aka “merchant”) for details.   10/17/2016- The merchant called in, and we explained the reasons that transaction was flagged for a review and deposit held. We informed the merchant that we would need to see financial statements to make sure that the business can support a possible dispute should the consumer initiate a charge back with their bank.   10/17/2016- The merchant sent us the requested financial documents for two bank accounts.   10/18/2016- After reviewing the financial documents for the two accounts, we informed the merchant that it was too high risk to process. We also informed the merchant to keep enough funds in their account to cover processing fees and a buffer to cover any possible disputes.   10/18/2016- The merchant requested we process the $7,000 charge as 2 separate transactions. We explained over the phone that this is not something we can do based on the risk analysis performed. The merchant than asked that these funds be voided. We explained to the merchant that we could request a reversal so that they wouldn’t have to pay processing fees on the $7000 transaction. The merchant requested proof of reversal.   10/19/2016- We sent the merchant an email that the reversal was completed and told the merchant it would take 2 business days for the funds to be reversed. At this time we were not able to obtain a proof of reversal from Transfirst.   10/24/2016- Merchant called in and spoke with our support staff, and also called Transfirst about the funds stating that it had been 4 business days, and the consumer had not received any funds, or any proof of reversal.   10/25/2016- The merchant called in again asking for proof of the reversal, Transfirst was able to get a screen shot of the reversal and it was sent to him.   10/26/2016- The merchant sent in a copy of the letter he sent to the Revdex.com and IHRSA.   Please note, that we do not require merchant processing with our system. Integrated merchant account processing enhances the value of the product and simplifies use as the merchant does not have to process on an external terminal and record a copy of the transaction in MINDBODY. In summary, we understand that the perspective of the small business owners and the financial pressures they face times, however we also need to balance the risk in processing transactions that in the past have caused MINDBODY to have to cover the funds if that $7,000 was charged back or disputed in any way. Based on the risk assessment, which we did using their provided financial statements, we decided that we needed to hold the funds in a reserve account, which would be used to cover losses should they occur.   This practice is also outlined in the merchant agreement we have with all clients (please see section 13.2) which describes the Reserve Account.   That said we will not be agreeing to the settlement request of $7,000.  The transaction has already been reversed as requested and the client will see the transaction reversed – the time for that does vary based on their bank. We’re sorry this felt like a surprise or uncaring in any way and are available to answer any additional questions or explain how to use MINDBODY with another processor should the business wish to use another processor that may be able to provide more flexibility and take on a higher amount of risk than what we were willing to do.
 
Sincerely yours, 
 
A[redacted]
VP Customer Service, MINDBODY Inc

The details of the purchase and cancellation are below. MINDBODY requires 30 days notice to cancel the subscription and stop payments, which is outlined online and in the terms of service (https://www.mindbodyonline.com/terms-of-service). Refunds are provided within the first 30 days of...

purchase. 
The client received a promotional offer in which the first 4 months were 50% off and one month free after the product implementation checklist was completed along with a merchant account for credit card processing. 
8/13/2015 - Purchase decision/sales close date; First bill at 50% off charged to card on file, $42.50
9/13/2015 - 2nd month, $42.50 
10/13/2015 - 3rd month, $42.50
11/13/2015 - 4th month, $42.50
12/8/2015 - cancellation request date
12/13/2015 - this bill would have been the full price of $85.00 as the client had not completed the tasks required for a free month, applying the 30 day cancellation policy, we prorated the bill to $74.00
 
Other timeline details:
- In August, we attempted calling, emailing, and texting the client 4 times to get scheduled for software training to help implement the product. On 8/26/2015 after the failed attempts, we sent back the sales reps for re-engagement.
- We don't have any calls in to our training or support team for help until the client reached out to cancel on 12/8/2015
 
Since there is a 30 day notice, we took the 12/8 as the request
date and made the attrition date 1/7/2015- 30 days out. The client is billed on
the 13th so on 12/13 they received a prorated charge about $74. The software will be deactivated and account cancelled on 1/7/2016.
While MINDBODY doesn't provide refunds past 30 days, we will be happy to offer a credit of the four months paid and the 5th partially paid month ($244 total) anytime in the next 6 months, if the client would like to try to implement the product at a time she is more ready. She should reference this Revdex.com complaint and Annie Woo [email protected]. We would love the opportunity to show her how the product can work in her business and help her implement our payment processing, retail management, schedule management, online book, and consumer apps.

Can I rate this lower than 1 star?
Ok, I am an owner of a martial arts school and I was told by the sales rep that I would have a free month AFTER my training was complete. Come to find out that they would not honor that agreement and wanted to charge me right after my training was complete. So if they all are not reputable enough to honor what was said why would I continue my service with them?
They outright LIED about what I would get. Terrible service, just terrible.
Karma Senge
Primal Survival Family Self Defense Academy

We are sorry that we have disappointed this customer in resolving issues. It sounds like there were some really stressful events that weren’t fully understood and resolved. After listening to the calls and reading through the ticket history, I can understand the frustration. There was information...

missing that we needed from this customer that would have helped resolve the problems which are agents did not collect.   I do see one call where an agent really struggled in their solution, and while that’s not a normal level of service, it was impactful.   We don’t have a compensation request on file from this customer, and we’re happy to discuss this over issues encountered.   Regarding merchant account funds, this one is a bit trickier to address as MINDBODY works through a processor who deducts fees for merchant services. Here is the best explanation that’s appropriate for a Revdex.com review response. We are happy to provide more information in a private conversation.   In May/June, we attempted to debit merchant fees and it failed. The standard procedure is to withhold deposits to get the fees out of it.  Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally.  It appears she has also received a retrieval request from one their clients (Cardholder calls their card issuer questioning the charge at which time our processor notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that they were corresponding with our processor about a case in August 2015, and the retrieval turned to an actual chargeback in Sept.  We do not see anything for Dec except that the processor held portions of deposits on 12/14/15 and 12/15/15 to offset the balance due.  We have emailed them, and need to get this fixed so merchant fees can be debited from the bank account and not deposits in the future.   Overall, it sounds like issues weren’t fully addressed and we’d like to extend our apologies and hope we can repair this relationship going forward. More details on specific points made in this complaint and the review left earlier as well.   ·        Horrible company, they used to be good but now their customer service reps are completely incompetent.  ·        CS Issue (most likely connected to the claims in point 6.) [redacted] < this phone call was pretty bumpy.  Long hold times/inactive time and overall confusion (not much CQ.)   ·        In the last 4 months they have opened up old, expired purchased from clients that were already used and hence clients unknowingly began using them again. ·        No Show work item (W263074) that was created when we tried to fix W254412 & W257771.   ·        Apparently it had been like that for over a month and they said nothing publicly. ·        Transparency issue (we had this on the community forum as well.)  Because not all work items affect all clients, we don’t publically share issues.   ·        When the glitch was fixed instead of compensating me and every other client they told us to charge our clients for the re-used class payments which is not fair to us or them.   ·        Concern about solution.  This was our recommended fix for the businesses, but we did provide reasonable compensation to clients who requested it during that time.  I didn’t see any record of a request from this client.   ·        They have also begun withholding funds on the merchant end for anywhere from 7-10 business days when it should be only 2 business days which is a big deal for a small business. ·        MAP issue.  This Ticket reflects one incident in May/June which was caused by the client’s bank account type when we attempted to debit merchant fees.  Our standard procedure is to withhold deposits to get the fees out of it.  Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally.  It appears she has also received a retrieval request from one of her clients (Cardholder calls their card issuer questioning the charge at which time our processor Transfirst notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that she was corresponding with our processor Transfirst about a case in August 2015, and the retrieval turned to an actual chargeback in Sept.  But do not see anything for Dec except that Transfirst held her $128.00 batch on 12/14/15 and $17.21 or her $85 batch on 12/15/15 to offset her balance (since her merchant fees rejected from her bank account).  We have emailed her and need to get this fixed.   ·        Now a rep had help me set up a black Friday discount for 30% off on memberships for the first month and the 30% is running every single month there after. ·        Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3632195 ·        No records indicating the setup of this promo code, but I did listen to the call to fix it. ·        Listened to that whole call and the client never mentioned that the discount was for the first month only.  The agent helped fix the promotion because it wasn’t working at retail, and got it to work for Valerie.   ·        Mindbody's only solution is to cancel the membership and resell it which again means the clients and myself are inconvenienced when it is Mindbody's fault as they set something up they ensured wouldn't happen! ·        Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3741546 ·        From everything I reviewed, the client never stated that the discount was for the first month only, so we didn’t “cause” this issue.  We could absolutely run through with her on the line and change some scheduled autopays to make it faster.   ·        They also set up the new memberships incorrectly and again won’t fix anything.

I converted from another system, and in so doing spent a great deal of time with the sales person reviewing my complaints of my former system. After exhaustive conversation, I was assured all of the issues I was having would not be an issue. That has not been my experience. Their credit swipers don't work at all. They have no solutions for the vast majority of my complaints. The system is not customizable in a lot of ways and they are just not willing or able to attempt to find a solution.

In January, 2013, Michael Hanson called and emailed Mrs. [redacted] to discuss this case with her and walk through the details of her complaint. As the evidence I presented shows, Mrs. [redacted] sternly stated that this has case has been turned over to her attorney and that all actions will need to be directed through him.  
Be it that Mrs. [redacted] has turned this over to her attorney as the only means to resolve this issue, I have no other options but to redirect the Revdex.com back to the response letter sent to Mrs [redacted] and her attorney Mr [redacted] on December 11th of 2013.
" Once all avenues to open the data were exhausted, and we received a formal request from Ichiban to terminate the agreement, MINDBDODY reviewed the facts of the termination, and decided at the time to issue good faith credit to Ichiban on September 13, 2013 in the amount of $3,916 in an effort to continue to provide good customer support. After further consideration, we feel that any additional credits are not warranted and the credit already received by Ichiban more than resolves this dispute."
I want to point out the last paragraph of that letter which states:
" As stated in Article XIII, Section 2 of the SSA, MINDBODY provides for dispute resolution through binding arbitration in San Luis Obispo County, California. Any such arbitration will be construed under the laws of the State of California with each party equally bearing all initial costs of the arbitration."
There is nothing more that can be resolved through this channel for dispute resolution.
[redacted]
CISO

Supervisors have regularly been involved in attempting resolution. We will escalate once again to see what we can do to help this client as he's requested in the rejection. 
 
I want to reiterate we are very concerned about the health of this relationship given the responses we've experienced over the phone. We understand frustration, but we've also presented a willingness to help, have scheduled training, have 24x7 available technical support with our contact information displayed on both our website and support.mindbodyonline.com We ultimately want to move forward into a productive win-win relationship. If that is not possible, we do recommend cancellation as a route to take. 
 
Warm Regards, 
 
Annie