MINDBODY Inc.

The client has contacted us on a number of occasions for core product support and to report issues with the Engage app. All issues have been responded to. We understand and apologize for the frustration caused as evidenced in the timeline below. Some of these issues were outside...

of our control as with the Apple iOS software update. We thank the client for their feedback and will look to see where we can improve our communication in the future.  Regarding the requested settlement, we have already provided compensation, and are happy to discuss the matter further at ###-###-#### or by emailing [redacted]@mindbodyonline.com to understand further. Please note that the subscriptions have been discounted, from their regular rates. While compensation was provided in good faith for issues experiences with Engage, the compensation was discounted from the monthly core product hosting fees and not the Engage fees.  * Comp on September and October hosting, for engage issues, @ $84.99/each* Credited $58.44 on July hosting for non-engage issue* Pro subs discounted to $15 and $65 = the $15 sub will move to $65 in November* Engage discounted to $59Timeline of Events relating to the Engage App mentioned in the complaint filed with the Revdex.com:6/10/2015 - The client reported an issue in which an error was received when adding a future class reminder to a calendar. We were unable to reproduce the error and escalated for further research with the MINDBODY Engage App team. We were not able to identify an issue – the app worked as expected with testing.6/22/2015 - The client called in about a bug in which introductory offers were available to existing clients, which should not happen. This occurred on the MINDBODY Express iOS App. A total of 9 clients have reported this bug. The priority for fixing this bug is low and it is still open as of 9/22/2015. This bug is also visible in Engage, however an existing client cannot complete the purchase. If attempted the message given is “FAILED the input cart items are invalid.” 7/1/2015 - The client wanted to sell a bundled package is Engage, which is not a current feature. The MINDBODY support agent was able to find an alternative solution.  7/22/2015 - The client called in frustrated about the Engage app issue reported on 6/22/2015 and demanded the issue be resolved immediately. We explained that it would not be resolved immediately. The client escalated to a management team member. 8/6/2015 - Client contacted us about two issues:  ?1.  Customers signing up for classes without paying. There was a bug that was preventing services from showing up in the mobile app, however upon deeper investigation this was not the cause of the issue the client experienced. Although unrelated, the bug was fixed the same day the client emailed us. When we reviewed the setup of the client’s core product, which the mobile application runs on, we found that a class had a service fee set to $0.00. This was an error made in the how the client set up their class not related to a bug in the product.  ??2.   The client also asked for a poster to be mailed to her business promoting the app.We emailed a copy of the poster for review, and asked for an address to mail a printed copy.  Since this client asked for a Logo update to their App (which we provided free of charge), this Print Promo was delayed due to the graphic update.  This Print Promo (poster) is expected to be shipped out later this week. 9/10/2015 - Client called in about the Engage app and requested compensation due to issues. We provided compensation as described below. We called client at this time and provided support for her mobile errors that she experienced here below. We settled all her questions and offered a free logo update per her request and approval.  9/11/2015 – the client put in a request to speak with a supervisor, since her appointments could not be booked on the MINDBODY Engage App. We left her a voicemail and sent her an email under Ticket #3412553. 9/12/2015 – the Engage team found a setting in the software that was preventing the appointments from being booked on the app. We called the client and let her know that we can turn the setting  off to fix her issue, and she asked to research it further and find an alternate solution because she did not want to change the setting in the core  software to fix the app. We sent this info back to the Engage team on Sept 12th for further research, and let the client know that the Engage team will be in on Monday to take a deeper look, and that we will contact her with an update the following week after we spoke with them.  9/14/2015 – the client called back into tech support when her POC with the Engage team was not in, and worked with two support agents to see if there in an update to the alternate solution that discussed with her on Sept 12th , which is recorded in ticket number #341296, and this info is CC’d to the Engage team. 9/15/2015 - Client called in with this error:  There was an API error requesting appointment for Personal Training (60 mins). The client was instructed to use a new flow to book an appointment. Clients have to buy a service first before booking an appointment. UPDATE: A fix for this was deployed by the API team on 9/23/2015.  This release from the API was successful appears to have fixed the issue.   This client wants to test with one of our Engage Support Reps while we are on the phone, and this is scheduled for Thursday, Sept 24.  Update as of 9/24: We tested this on the phone with the client today, and it works correctly now and has been resolved.  9/18/2015 - The Engage team finds a solution to be able to book appointments on the app, we contact the client and let her know that it is pending to be corrected for the next release. We work with the client to get a list of new requests to restructure the look of her app, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app.  9/19/2015 - We speak with the client again to make a slight adjustment to her location name, she decided to change the format to not include the city and state, and we make tentative plans for a conference call next week to resolve her remaining requests. We forward the info back to the Engage team to work on, and to book a time where we are all available to speak. We tell the client that we have noticed that one of her locations titled MobileWellness is not appearing on the app to be booked. She lets me know that she does not want this to appear on the app, and we document our conversation and email it back to the client in Ticket #3436189. We let the client know we will speak with her again on Tuesday the 22nd.  9/22/2015 - New bug introduced with Apple's iOS9 software update. This issue introduced by Apple’s new IOS will be resolved with the next app update. Name of the update on the iOS9 software: HTTPS Requirement: iOS will now default app connections to HTTPS.UPDATE:  A fix for this new bug was submitted to Apple's App Store on 9/22/15.  We expect this updated build to be reviewed and approved by Apple in the coming days.  Once Apple approves the built, they will push it live. Update as of 9/24 The client has been notified that the update is being approved by Apple, and is happy to hear that it will be approved soon.  We also customized her Engage app to her liking for her location names, contact section, addresses listed, buy services listed, and to add workshops. These aspects were not a part of her official complaint, but we made sure to address her entire wish list for the app to cover all bases. The book and buy workflow looks good and the client is happy with the results, and aside from the Apple release listed above we are just waiting for her Contact Us section of the app to be updated with a new map in the next few days. At this point we are helping her with the core software for setup questions having to do with her Schedule, setting up Workshops, Staff Permissions, and Auto Emails.  9/23/2015 – We speak with the client, and we book the above mentioned conference call for Sept 24th to finalize the setup that we discussed on Sept 18th, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app. We reiterate to the client that the 2 API issues that we discussed on Sept 11th and on Sept 22nd will be corrected with the next releases. The client lets me know that she actually is looking for the MobileWellness location to be booked on the app, but only for 2 specific appointment types. We research this and found that this can possibly be changed in the Engage Platform, since it appears that this location is missing from the back end, which is on our to-do list to resolve today (9/24/2015) by adding the full location functionality.

Thank you for giving us an opportunity to clear up any confusion that may exist surrounding this matter.    ...

Regarding the request to resolve the disputed amount of $9002:   The Pilates Room Studio has been a client of MINDBODY for many years, and has agreed to pay for software services rendered on a per location per month basis.  Upon completion of the sales process, clients agree to and accept our general Terms of Service in which they agree to a month to month subscription payment, acknowledging that services can be terminated for cause (Section 8. Term, Termination and Suspension):
Termination for Cause. MINDBODY may terminate this Agreement, effective immediately upon notice to you, if you or an Affiliate are in material breach of this Agreement. In the event of a termination pursuant to this Section 8.2, in addition to other amounts you may owe MINDBODY, you must immediately pay any unpaid Subscription Fees associated with the remainder of the Subscription Term. In no event will any termination relieve you of your obligation to pay any fees payable to MINDBODY for the period prior to the effective date of termination.

    The $9002 dollars in question is a result of a failure within the API gateway between MINDBODY and the Merchant Payment provider to settle transactions billed on the date indicated.  This was an issue we alerted The Pilates Room to, and after thorough research into the issue we agreed that we would provide The Pilates Room a refund for the amount in question.    
On 9/19/2016 we communicated this decision and approval to The Pilates Room providing them with a Payee setup form, requesting that the form be filled out and returned so we can process the refund.   On 10/16/2016, nearly 30 days later, we received this form back from the client.   Once received, this form was sent to the appropriate department to begin the refund process, and at that time the Billing department informed that the Client had a significant past due balance, with some locations having not been paid for since May of 2016.   On 10/27/16 we sent an email to the client notifying them of the unpaid balance with a complete invoice of services owed, advising them of an upcoming deduction in the amount owed.   On 10/28/2016 the client responded via email indicating refusal to pay the amount owed due to the size of the balance.   On 11/2/2016, two days before the payment was set to process, the client again reiterated their refusal to accept this solution to the overdue balance.   On 11/3/2016 we offered the client the option of accepting a reduced refund amount, using some of the refund to pay the overdue balance and bring the account current. This email went unanswered until 11/17/16 despite multiple contact attempts to generate an amicable solution.   On 11/17/2016 the client responded indicating that they would like to use the pending refund ($9002) to pay their past due balance through their termination date (Dec. 20th, 2016) and to be provided any remaining balance.  
  Due to the client's recent response, we are currently in the process of determining the total amount of software fees to collect through Dec. 20th, 2016 and will soon follow up with the client on the timing and amount of refund to be processed.  At no point during these events did we indicate to the client we would not pay her the approved refund, but rather wanted to ensure any overdue balances owed by the client would be recovered and reconciled.   Regarding the request to ensure a smooth transition to a new vendor:                               Upon receiving termination notice, clients have the option to complete an export of their client data which will aid in the movement to another electronic vendor.  The fee for said export is $600 per site.  In previous discussions regarding The Pilates Room's pending termination, we indicated that this fee would be waived in an effort to aid in a smooth transition.    
On 11/21/2016 the client notified us of their timeline and wishes for this client export to be ready on 12/14/2016.   On 11/22/2016 the client notified us of a change in the date for the export to 12/12/2016.  
  After receiving the requested transfer dates, we have passed the request to the appropriate department and outreaches to conduct this work have been started.  Much like The Pilates Room, we are interested in seeing a smooth transition occur to their new chosen vendor, and as has been established, we are carrying out the right activities to do so.                  Regarding allegation of abuse/discrimination of the client:   There was not any abuse nor was there discrimination.   Regarding the routing of calls to S[redacted]:   At MINDBODY we want to take care of our clients to the best of our ability with our larger clients being assigned Client Success Specialists.  S[redacted] functioned as the main point of contact for The Pilates Room as a way to ensure all calls and needs get addressed and routed properly.  This is a favorable method of interaction at MINDBODY as clients don't need to call into different numbers, but utilize one point of contact who can route all needs appropriately internally.     Regarding Termination of The Pilates Room:   MINDBODY reserves the right to ensure maintenance of mutually beneficial relationships with our clients and can and will refuse service to those who exhibit behavior that is abusive or detrimental to business processes or relationships.  The Pilates Room has exhibited a history of causing business disruption through treating service representatives with disrespect, and attempting to circumvent business processes through manipulation and pitting cross functional team members against each other. All of these activities are a drain on business resources, disruptive, and demonstrate a non-mutually beneficial relationship.    ·        On 2/23/2016, MINDBODY provided The Pilates Room 30 days’ notice of pending account termination for the above mentioned disruptions. ·        On 3/2/2016, MINDBODY receives a letter from The Pilates Room legal counsel requesting an additional 6 months before termination to provide adequate time to off-board and find another vendor.  ·        On 3/6/2016, MINDBODY provides The Pilates Room legal counsel notice that we would delay the account termination until 5/23/2016 to accommodate the extra time requested.  In addition we provided The Pilates Room an addendum to the standard Terms of Service, which if signed by the client, would allow her account to stay with MINDBODY.  The addendum specifically stated that behaviors such as those exhibited previously are not welcome, and if experienced again, would lead to final termination of the account.  ·        On 5/23/2016 the addendum had not been signed by the client and sent back, and we began to process termination of The Pilates Room account. ·        On 5/23/2016 The Pilates Room protested the termination and we provided the client additional time to sign and send back the addendum, which finally occurred on 6/16/2016. ·        On 8/15/2016, despite having signed the addendum agreeing to maintain strong vendor/client relations, The Pilates Room placed unrealistic demands regarding compensation and timeline for response upon MINDBODY while we were working to amicably find a solution to the failed settled transactions that took place in 4/17/2016. ·        Further disruption to internal teams occurred, and it became clear that The Pilates Room had no interest in working with us as a mutually beneficial partner, and would continue to exhibit the same behavior that led to the initial instigation of their account termination. ·        On 9/19/2016 MINDBODY representatives had a phone call with The Pilates Room indicating that we intend on terminating their account due to the aforementioned issues.  It was noted that instead of providing only 30 days’ notice, we would provide 90 days (12/20/2016) to give the client time to find another vendor, and that we would waive the export fees for the client data.  We also indicated that the refund for the settled transaction issue which was previously approved will still get fulfilled, provided they fill out the appropriate payee form.       As has been demonstrated, we made a concerted effort to work with The Pilates Room, providing multiple opportunities and ample time/leniency to maintain a mutually beneficial relationship, one that would not be a drain on internal resources or that would result in manipulative and disrespectful behavior to internal team members.  We wish the best for The Pilates Room with their next vendor, but they are simply no longer the right client for MINDBODY.    Additional Comments:   The Pilates Room Studios owner, Katia Green has had a history of abuse with MINDBODY. She has abused customer technical support staff repeatedly over the phone and infringed MINDBODY’s Community Forum guidelines; specifically: •  “Spamming or posting the same thing over and over again will result in removal of those posts.” •  “Personally attack others. Remember that calling someone names; including MINDBODY, isn’t constructive and it will not be tolerated.”
 
We hope this detailed reply helps to provide clarity on the history of this account and what led to MINDBODY terminating the relationship. 
Sincerely,  
A[redacted]
VP Customer Service

We apologize for the experience and bad information received about the MINDBODY Consumer Connect App supporting multiple appointment booking. It's true that multiple appointment booking can be done via a mobile device on a web browser, but not via the Connect App. Reviewing the live chat...

conversation between A.P. and Yasmine shows that the Connect multiple booking could be implied, but features and limitations were not specifically discussed:[redacted].Sites: Hi Yas, let me route you to a Salon specialist. One minute, please. [redacted]: Ok [redacted]: Hi Yas, how may I help you? [redacted]: Hi, I have a few questions about the software. I had Mindbody about 18 months ago and I cancelled it because it didn't have a specific feature I needed. [redacted]: Here are my questions:Does Mindbody offer text notifications? [redacted]: Yes. [redacted]: That's included in the service plans? I'm interested in the base package, $85/ month [redacted]: yes it is. Anything we offer is included in the monthly subscription as well as our 24/7 support [redacted]: Are there any set up fees? [redacted]: Right now we are waiving the $400 setup fee. [redacted]: Do you all offer multi service booking? That was why I left before. I have maybe 30 different services I offer and I need to be able to have them separate and to have clients to be able to book them as they need to. For example, [redacted] wants to book highlights, a Deva Cut, a treatment and an eyebrow wax. [redacted]: Yes it was released in March. [redacted]: Thank God! [redacted]: :) [redacted]: Just a few more questions... [redacted]: Of course if you would like I can even call you to go over them? [redacted]: If I utilize the service to require clients to make a deposit to book an appointment, does that have to be attached to a merchant account? My salon currently uses Square™ for all merchant services. [redacted]: Yes you would have to use ours for any online payments from your clients however, our rates are much better than squares and if for some reason the square rates work better we can match them for you. [redacted]: 1.59% per swipe+.20 cent authorization fee and 2.39% per keyed in +.20 cent authorization fee $6 monthly statement fee and 18 quarterly PCI compliance. Again if these lower rates dont work better we will match what you pay with square [redacted]: What about mobile/ iPad apps? Can I schedule appointments from there for my clients and can clients schedule mobily? [redacted]: Can you call at 6p EST, or will you all be closed? [redacted]: I actually have to leave the office by 5 EST today. I can call first thing in the morning? [redacted]: And yes we have a mobile app called MINDBODY Express for you and your staff and another app called MINDBODY Connect for your clients. You will also be listed on this app which serves as a marketing too and brings on average 1 new client per month to each of our clients. [redacted]: Ok, I would like to sign up. Can you call at 8:30a tomorrow, or anytime Tuesday. I have a full client schedule from 9a- 5p tomorrow and will be out of town on Monday. [redacted]: I will call tomorrow morning so we can get you scheduled for training as well. What is the best number to call? [redacted]: and what software are you currently using? [redacted]: ###-###-#### is my mobile number. Thanks and I look forward to speaking with you! [redacted]: perfect! I look forward to speaking with you as well :)Resolution:From the conversation above, it's fair to say that the Yasmine's questions weren't fully answered. She asked about multiple appointment booking, which is supported through the full online product version, and then after a conversation about merchant processing fees, asked about booking appointments via mobile devices and was told that we offered two apps: Express for the business, and Connect for consumers. However, she was not informed that multiple booking would be unavailable though Connect.  While the sales rep did not intentionally mislead the client, they did not fully understand and address the concerns, therefore, we agree that a $255 refund is a fair resolution and will process the refund within 10 business days.Warm Regards, [redacted]Vice President, Customer ServiceMINDBODY, Inc

Dear Mr. [redacted],
 
We apologize for the experience you had with MINDBODY software in that the scheduling feature for booking and checking out multiple appointments did not work as expected.
We are not able to verity what was discussed with the sales...

rep during the sales process, or customer service rep during implementation, and agree that the best solution is to issue a refund for the requested amount of $721.
If there is hardware you need to return, please contact [email protected]  and cc [redacted][email protected].
[redacted]
Senior Director of Customer Service
O: ###-###-####
C: ###-###-####
MINDBODY, Inc.

Complaint: 10256066
I am rejecting this response because the fees that were supposed to be credited, $329.68, were take out of my bank account:
Regards,[redacted]

From the day we were "sold" the software to launching we had nothing but problems! We paid the huge start up fee to have them upload our data for ease of switch only to have them royally screw it up not once but twice. We were delayed over a week and then told we would have to incur the cost of another data change because of their screw up. This cost us huge money in staffing and web changes. We were way oversold on the software and told it could provide more than it actually provided for us as well. We called support way more than we ever should have needed to and would have almost every staff member tell us something completely different about the same issue every time we called. No one there seems to have the same knowledge or training on what they are doing. After a month of "training" in which we learned little to nothing and a week of live software use we cut our losses and ended our contract with the company. After over 20 attempts by email and phone to contact someone about our experience and over charges so we could seek some type of reimbursement, we have had no one contact us back. Each person states that's not their department and transfers us to someone else. We finally got 1 email back and we have since attempted to contact this person 5 times and still nothing. WORST CUSTOMER SERVICE EXPERIENCE EVER!!!

We are sorry that you are not satisfied with your experience with MINDBODY. We investigated this issue and can confirm that your account was not canceled but rather suspended temporarily in September 2014 and that this distinction was conveyed to...

you.On 9/22/2014, you contacted MINDBODY to notify us that you had lost your business location and needed some time to find an additional space to continue operation. During this call, we agreed to put your account on a three-month suspension to allow you time to find a new space without being charged for our software.  When the three-month suspension ended on 12/29/2014, we notified you that your system was off suspension and was ready to use, and that billing for your site would be reinstated, in accordance with our previous conversation and subsequent email on 9/22/14. On 3/27/2015, you called our Client Care team and told them that you had closed your email account when you ceased business operations back in September.  MINDBODY was not notified after the 9/22/14 call that you were closing your business permanently. Please know that it is the responsibility of each individual business to notify MINDBODY of changes in their business status and toofficially terminate your relationship with us.  We have copied the emails that were sent to you on September 22 and December 29 below. Emailcopies: J** Dec 29, 2014 09:40amYourMINDBODY site is now off of suspension and ready to use!*Youcan now log into your MINDBODY site and continue business as usual.Ifyou have any questions or concerns please feel free to reply to this email orgive the Client Care team a call at ###-###-#### (press 0 to reachAdministration) then ask to speak with Client Care.·      Please be aware that we reactivatesites manually and if today's date is falling on a weekend or holiday, we willbe reactivating the account on the next business day.Thankyou, have a wonderful day![redacted]  Sep 22, 201404:11 amThisemail serves as a confirmation of your software subscription suspension. Pleaseretain it for your records and review the information below to ensure accuracyand let us know of any corrections.IMPORTANT:?If you have an active Merchant Account in use in your MINDBODY software, yourMerchant Account has NOT been closed. The owner of the business must contactthe Merchant Accounts team directly to request the closure of your MerchantAccount. It’s important that your Merchant Account is closed as soon aspossible to avoid additional fees for non-use.While on suspension you will neither be charged your monthly subscription fee, norwill you have access to the data in your site.Please note the details of your suspension below:PersonRequesting Suspension: WendySuspensionStart Date: September 29, 2014SuspensionEnd Date: December 29, 2014SuspensionReason(s): Moving from current location and is looking for a new location.Please note that your account will be reactivated on your suspension end date and wewill resume billing you monthly for your account. If you need additionalduration added to your suspension or your needs change, please feel free toreply to this email or contact our Client Care team for assistance at###-###-#### (press 0) to reach the Administration department and ask forClient Care.If you have any additional questions or concerns, please let us know.Thank you for taking the time to speak with us and share your experiences.

Thank you for providing feedback for items you would like to see added in to our software. I understand your concerns. While Connect is created for consumers to find and book wellness services, once you convert those consumers to loyal customers, using a branded custom app for your business is an...

experience some of our clients choose to provide. Within your MINDBODY core product, you can disable text messaging, which you have found, but you can also disable the splash screen prompting people to download Connect when they access your schedule through their mobile device. Here is how:In the Business Information screen there is a check-box to enable or disable features promoting the MINDBODY connect app. This includes a splash screen in consumer mode as well as auto email footers that direct consumers to the App Store to download Connect.  For clients that upgrade to the MINDBODY Engage custom app, the features promoting MINDBODY Connect are defaulted off.In the future these promotional features will be expanded to promote the custom Engage app for clients who have upgraded.If you have further questions, or concerns, please reach out to [email protected] or [email protected] and we will be happy to explain further. Warm Regards, A[redacted]VP Customer ServiceMINDBODY, Inc

Will not quit calling, texting or emailing even though I have asked them multiple times. I've blocked several numbers of theirs but they just call on another number. Never had any dealings with this company other tha them trying to push their product on me. They wont take no and I'm sick of them calling every week or two

Complaint: 11829712
I am rejecting this response because:
 
I am rejecting your reply because it does not address my request.  Your employee failed to document that I request a refund because I never use the service and had a recent change in business plan which required me to postpone the use of service.  A charge of 3 mo. membership for zero use is clearly excessive regardless of the policy or agreement in place. Your agreement to impose a 30 day notice and add another charge in the future of cancellation is a scam on its own.   If you get my recording,  you will hear that I clearly mention that I considered using the service at later time,  however I could never do so which such abusive "contract clause.   The company would loose a good prospect customer.  I proceed to tell her, I understand she may not have authority to bypass policy so I request to speak to her manger and she refused.   yes,  I will blast he media with my experience and I do have many friends in the fitness industry with whom I will share my experience too,  unless this issue is resolve with a refund.   It is not for the money,  it is a bad faith customer service on the part of the company. A scam to bill service and collect money for service not provided.   So I hope you will seriously reconsider your reply through this site and I promise you that if you do not,  your reply and my complaint will make its way to the company CEO. 
Regards,
M[redacted]

I was looking into switching from my current software provider to Mindbody, and set up a sales call with a rep. I had a number of questions regarding their software and service, one of which was whether or not I could keep my current credit card merchant account and switch over to integrate with their software, which I was assured was no problem (this was one of the main reasons that I agreed to switch over to them from my existing software provider in the first place)
As soon as I found out I had been misled (which was 4 hours later, AFTER I was sent my software and advised to log into it), I told them that I would not be switching to Mindbody, and told them to cancel the process. They told me that because I had logged into the software, I was not eligible for a refund.
I never signed anything, everything was done over the phone, with verbal agreements.
My advice to anyone reading this review, be EXTREMELY careful when dealing with this company, and I would probably stay away from them altogether.

Dear M[redacted] and Revdex.com:
First, we are sorry the product did not work for your business. We can see from our records that the purchase was made on 11/16/2015 with an initial login of 11/22/2015 which represents the point in time which terms of service were agreed to....

(Login details:
[redacted]@gmail.com
287906
Martinez Martial Arts and Family Fitness Center/ TMA Nisei Karate Do
Studio
Success
11/22/2015 8:33:06 AM
##.###.###.##8
We offer all clients a month to month contract and as is standard in most month to month contracts, request 30 days notification. As described in the terms of service (also visible online at www.mindbodyonline.com/terms-of-service) section 8.1:
"We can each end this Agreement anytime by providing 30 days' advance notice. 
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 Agreement. Either 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 Term. Unless otherwise specified in an Order Form, Subscription Fees during any automatic renewal will revert to the current pricing in effect at the time such renewal term commences."
Below is a history of the account and attached are the emails sent to the customer on both 3/8/2016 and resent on 3/14/2016 to confirm cancellation and explain the 30 day requirement. The emails were sent toand [email protected]. o This explains why the customer saw a final charge prorated against the request date for the cancellation on their final bill. 
If there are any further questions, we can be reached at ###-###-####. 
A[redacted]
VP, Customer Service
MINDBODY, Inc
 
·       CID 287906: Martinez Martial Arts and Family Fitness Center/ TMA Nisei Karate Do
·       Close date: 11/16/2015
·       First training scheduled on 11/19/2015, did not answer
·       Coordinators reached out around 15 times to schedule training before marking them a “drop out”
·       There aren’t any technical support tickets
·       Evan cancelled the client on 03/08/16 and spoke with the owner
·       03/14/2016 she spoke with Brandon and he resent the cancellation email and copied a different email address for the owner

0 Stars! I absolutely HATE MindBody Online! The app is so clunky and there are constant login problems when you use more than one business that uses it. It is absolutely AWFUL from an end user perspective and I wish that every business that uses it would switch to something else. It's gotten to the point that I am refusing to do business with anyone who forces me to schedule using MindBodyOnline. UGH!

We have used mindbody for a year now and it has been very useful to us. Recently, there had been a price increase and we have been charged a bigger amount than what was expected with the new increase. I have emailed the billing address twice and have not had a reply. I think it is discusting that they take money and give no explanation and don't even have the decency to reply to my email when we are paying £185 per month. Im really not happy with them at the moment and do feel that We need to find another software provider that cares for its clients.

Review: Our business tried to utilize the Mind Body services to book our appointments. We had a few concerns with it in the beginning but thought we could make it work. Then there was a problem with their google integration and the appointments were not showing up correctly on the calender or it would show up 5 times. We called in to report the problem and we were given a ticket # There was no follow up done and four weeks later the problem still exists. We are unable to work effectively off of our system and this caused us lost time, schedule mistakes and money. When calling in to cancel the program mid way through the month, the company refused to credit us for the month. The cost was $75 and we were unable to utilize the service. We do not appreciate having to pay staff time to call to check on it, time to correct the schedule errors and our time waiting on hold to rectify the issues. It was more costly to our business than helpful. Mind body showed a lack of concern for our obstacles and poorly communicated their ETA for resolution. There wasn't any I guess. I would have cancelled the month prior had I known this and do not feel I should have to pay another $75 for such poor service whether it was intentional on their part or not, it impacted our business financially.Desired Settlement: $75 credit

Business

Response:

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.

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 cannot. The 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 synching. Until 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 it. Some 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 appointments. We 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 Outlook. Through 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 device. We 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 needs. If 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/ssa

When 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 issue. The 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,

Vice President, Customer Service

MINDBODY, Inc.

Review: I have been unable to use my account with MindBody, Inc., and I tried to cancel it multiple times during the past few months. Several times I was told that there was no one available. A couple times I was put on hold seemingly indefinitely. Two months ago I was talked into suspending my account for two months instead of cancelling it, then it reactivated and I was billed again. It took me three days of constant calling just to reach someone to help me. Then I was on hold for 20 minutes before I had a very, very, very difficult time cancelling my account. I was repeatedly asked why I wanted to close my account, drilled for information about my experience with the company and their product, despite my pleas to close my account and let me go. They, the rep tried to talk me into suspending my account again, when I clearly asked to close my account. They she tried to get me off the phone dodging my request to have my current charge to my credit card refunded. I just want my most recent charge of $75 refunded. I never used this product and I've spent hundreds of dollars in monthly charges. I tried to close the account multiple times. Why will you not just refund $75? It's only fair in exchange for all of my excessive troubles and wasted time and aggravation. Am I right or am I right?Desired Settlement: Please refund $75 for the most recent charge to my account in light of the fact that I tried to close this account multiple times. Several times I was put on hold seemingly indefinitley unable to reach anyone. Two other times I was told that no one is available to help with that request. And, two months ago I was talked into suspending my account when all I wanted was to close my account, and I just had to get off the phone to see a patient.

Business

Response:

After a review of the client account associated with D [redacted], Mindbody Inc. has processed the requested refund of $75.00. The client should see these funds back on the card used for the original charge in the next five business days. The client's account has been cancelled.

Thank you!

Review: Software did not work from day one but I was patient with them in trying to get issues resolved and finally after 2 months of not even being able to use the software, I called to cancel and asked for a refund and they refused. They started their return policy is after 30 days. Even though I paid for two months, the software never worked, and I had almost a full month left on the last month they charged me for, they wouldn't return any money.Desired Settlement: I'd like a refund for at least the 2nd month rate of $35. I canceled on 12/12, the company took the money from my account on 12/02 and the software never even worked without a bug or glitch. My clients (over 200) were sent a link to book online and no one could! All together I was charged $35 on 11/02 and $35 on 12/12. The first month I spent setting up the account after hours and hours on the phone. I paid for online booking software and my clients weren't able to book online.

Business

Response:

Here is a summary of facts surrounding this complaint: On 10/31/2014, [redacted] purchased MINDBODY software with the intent of implementing online booking for herclients. From our records there is significant conversation between [redacted] 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 customers. Unfortunately, around the same time a software issue, “bug,” reported on 12/11/2014 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 [redacted] chose to cancel her subscription with MINDBODY on 12/12/2014. 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 needs. If 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 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.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 do. As requested, a refund will be issued for the amount of $35.We wish [redacted] 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.

Review: I had Mindbody previously and after setting up the site, I left because my customers didn't have the ability to book multiple appointments in one setting. This was 2013. I never thought to ask the sales rep about that feature. I took it as a loss and continued using the software I had used before I purchased Mindbody. Fast forward to 2014. I was told by a colleague that Mindbody had expanded. I reached out to see if they offered that feature. I went online and chatted with a sales rep named A.P. I told her what I specifically needed in the software, and she told me that a lot was new and Mindbody now had the features I specifically asked about. I asked if my clients could book multiple appointment types for one appointment (because this why I left in the past). She ensured me that feature was available. She asked me what was important to me in a scheduling software and I read her my requirements from the list on my iPhone. I told her that most of my clients book on their cell phones and she told me about the MB app. She said that everything I needed they offered. I purchased the software a few days later after numerous calls and personal text messages from A.P.Days later I spoke with my implementation coach, J.S. I gave her the same list as I had given A.P. Coaching went well.I had to manually input my clients because Mindbody wasn't able to from my previous software. That, along with learning the software, and setting up and editing the site took me almost 3 months. I spent hours, early mornings, nights, and days importing clients and rearranging things. I paid my assistant to import clients as well. Client notes, names, appointment history for almost 400 clients.In mid- January a few days before my big email to my clients about the software change, I realized that my clients could not book multiple appointments on their cell phones. I spoke with a K.B. She said the feature was coming. COMING? Disbelief. I cancelled. A manager was supposed to call but never did. I'm still deeply bothered.Desired Settlement: My concerns were dismissed because the software offered so many features and I was complaining about a few. But, those few were exactly what I needed for my business. They were requirements I had when I came to Mindbody, and what I told the sales rep and implementation coach I needed to run my business. I wasn't properly informed about the lapse in features, and therefore I wasn't able to make an informed decision. I would have never purchased it. I am requesting a full refund.

Business

Response:

We apologize for the experience and bad information received about the MINDBODY Consumer Connect App supporting multiple appointment booking. It's true that multiple appointment booking can be done via a mobile device on a web browser, but not via the Connect App. Reviewing the live chat conversation between A.P. and Yasmine shows that the Connect multiple booking could be implied, but features and limitations were not specifically discussed:[redacted].Sites: Hi Yas, let me route you to a Salon specialist. One minute, please. [redacted]: Ok [redacted]: Hi Yas, how may I help you? [redacted]: Hi, I have a few questions about the software. I had Mindbody about 18 months ago and I cancelled it because it didn't have a specific feature I needed. [redacted]: Here are my questions:Does Mindbody offer text notifications? [redacted]: Yes. [redacted]: That's included in the service plans? I'm interested in the base package, $85/ month [redacted]: yes it is. Anything we offer is included in the monthly subscription as well as our 24/7 support [redacted]: Are there any set up fees? [redacted]: Right now we are waiving the $400 setup fee. [redacted]: Do you all offer multi service booking? That was why I left before. I have maybe 30 different services I offer and I need to be able to have them separate and to have clients to be able to book them as they need to. For example, [redacted] wants to book highlights, a Deva Cut, a treatment and an eyebrow wax. [redacted]: Yes it was released in March. [redacted]: Thank God! [redacted]: :) [redacted]: Just a few more questions... [redacted]: Of course if you would like I can even call you to go over them? [redacted]: If I utilize the service to require clients to make a deposit to book an appointment, does that have to be attached to a merchant account? My salon currently uses Square™ for all merchant services. [redacted]: Yes you would have to use ours for any online payments from your clients however, our rates are much better than squares and if for some reason the square rates work better we can match them for you. [redacted]: 1.59% per swipe+.20 cent authorization fee and 2.39% per keyed in +.20 cent authorization fee $6 monthly statement fee and 18 quarterly PCI compliance. Again if these lower rates dont work better we will match what you pay with square [redacted]: What about mobile/ iPad apps? Can I schedule appointments from there for my clients and can clients schedule mobily? [redacted]: Can you call at 6p EST, or will you all be closed? [redacted]: I actually have to leave the office by 5 EST today. I can call first thing in the morning? [redacted]: And yes we have a mobile app called MINDBODY Express for you and your staff and another app called MINDBODY Connect for your clients. You will also be listed on this app which serves as a marketing too and brings on average 1 new client per month to each of our clients. [redacted]: Ok, I would like to sign up. Can you call at 8:30a tomorrow, or anytime Tuesday. I have a full client schedule from 9a- 5p tomorrow and will be out of town on Monday. [redacted]: I will call tomorrow morning so we can get you scheduled for training as well. What is the best number to call? [redacted]: and what software are you currently using? [redacted]: ###-###-#### is my mobile number. Thanks and I look forward to speaking with you! [redacted]: perfect! I look forward to speaking with you as well :)Resolution:From the conversation above, it's fair to say that the Yasmine's questions weren't fully answered. She asked about multiple appointment booking, which is supported through the full online product version, and then after a conversation about merchant processing fees, asked about booking appointments via mobile devices and was told that we offered two apps: Express for the business, and Connect for consumers. However, she was not informed that multiple booking would be unavailable though Connect. While the sales rep did not intentionally mislead the client, they did not fully understand and address the concerns, therefore, we agree that a $255 refund is a fair resolution and will process the refund within 10 business days.Warm Regards, [redacted]Vice President, Customer ServiceMINDBODY, Inc

Consumer

Response:

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,

Review: In the last 4 months they have opened old client payments for classes without telling anyone so clients were able to reuse those payments and when the issue was finally fixed instead of compensating me they said to charge the client for the reused payments which isn't fair to them as it was Mindbody's fault. They have also been withholding payments to me for anywhere from 7-10 business days when it should only take 2 business days to receive money. In addition, I had a rep set up a 30% off discount for memberships on Black Friday, the discount was only supposed to be for the 1st month however it's set for every month and Mindbody instead of fixing it told me to either cancel the contract and resell it to the client or go in and change every payment which is a penalty to me and the client and shouldn't be. They set up memberships wrong and the customer service has gone way down hill. I would not recommend them to anyone ever again.Desired Settlement: I would like compensation for the memberships that have run discounted and shouldn't have been as well as for the class payments that were reused and all the hassle and 14 hours worth of work I've put in attempting to fix their mistakes. If not they need to comp me at least a few months of membership because I am ready to discontinue my 6 years of service with them!

Business

Response:

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.

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