MINDBODY Inc.

Review: I don't even know where to start. We purchased this companies online software for our hair salon - 2 subscriptions for two locations. Besides a wealth of false promises, which I was willing to overlook for a smooth termination of services, they have charged me for things they have promised not to and not refunded amounts they have said they would. I have been working with this company for approximately 3 weeks to resolve these issues and am always told they will fix it and refund and finally today I found they charged my account more. 1. We ordered merchant processing equipment we never used, then were not refunded in total when shipped back (Manager promised full refund.) 2. After terminating services we were told and sent an email we would not be charged any further and within a week we were charged another subscription fee. The manager told me it was their error and it would be refunded within a few days - 2 weeks later still no refund. 3. We processed one day with their merchant services in one location, none in the other and today I just received a merchant statement telling me they were charging my account a quarterly pci non-validation charge on BOTH accounts! I was told by their merchant services prior to starting service I had 60 days for pci compliance. I am disgusted with this company and their poor service and broken promises. I will also be filing a complaint with the attorney general.Desired Settlement: Equipment refund due $85, Subscription fee $157, merchant services refund due $60.00 Subscription fees or 2 month of service which we did not use (I did not originally ask for this, I just wanted a fair termination of services without any aggravation) $300.00

Business

Response:

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

[redacted]’s husband, who has been acting as point of contact, to reassure him thatthe refunds are in process.

Consumer

Response:

Review: 10614836

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

Regards,

L[redacted]

Consumer

Response:

Review: 10614836

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

Regards,

L[redacted]

Review: I use Mindbody as an online software provider. I was informed that I needed to switch to their credit card processing because my current provider was not going to be compatible with their software. Turn around time for recieving funds into my bank account was to take no more than 4 days. It has been two weeks since the switch and no money has been transferred into my account. They are illegally withholding my money, with no reason or explanation or resolutionDesired Settlement: I need the funds that I booked through my business and would like the standard interest rate waived for those processing charges

Business

Response:

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

Consumer

Response:

Review: 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,

Business

Response:

We would like to clarify how this fees and credits work with merchant processing. While we initiated the reimbursement of September Processing Fees on 10/8/2014, you will still see a deduction of the fees, but it will be followed up an ACH credit for the same amount. There is no way for us to stop fees, but we can credit them back, which we have already done. The attached email with a screen capture was obtained from the gateway for the ACH refund of $329.68. The ACH refund was initiated on 10/8/2014 when this complaint was filed. Based on a 4-5 business day turnaround time and calculating in the weekend and the bank holiday on Monday, 10/13/2014, we would expect to see this refund deposited 10/15/2014 or 10/16/2014.As of 10/15/2014 we have clarified this with the customer as confirmed and acknowledged in an email yesterday from the customer (attached).

Review: On March 5, 2012 our Salon and Day Spa,Inc. bought Mindbody software and hired the Company to help us transition over to their brand. After 1 1/2 years of a monthly subscription fee and spending money training our people and working with Mindbody to transfer our books - it still did not happen. Mindbody then told us they did not promise a transfer of data, when they did. When months would go by without any contact from them, we were told by our representative that he had the flu; many more months - then his mother died, more months and it was a dental emergency; many more months - then there was ANOTHER death in the family! We really felt as though we were being scammed. Most companies would have assigned us another representative! Mindbody then, renewed our contract and increased our monthly support fee WITHOUT OUR PERMISSION or KNOWLEDGE and we were not even up and running with their product. We notified them to STOP pulling money out of our account (auto withdrawl) and for the next 4 months, they continued to do so until we put a stop-payment at our bank! At this point we lost all faith in ever completing the necessary transfers needed to smoothly transition our Company. We asked for a full refund of all monies spent, but they would only give us a small portion (2,917.00). As a result, we have retained a lawyer who, on November 29, 2013, gave them notice for $29,189.00 due to us.To date, they have not responded.Desired Settlement: A refund in the amount of $29,189.00 which includes all out of pocket expenses, attorney's fees to date, and statutory damages.

Business

Response:

We received the Pre-Litigation Letter from Ichiban on 11-29-2013 (Attached). Mindbody did a full investigation of the details by interviewing our Premium Care Team, Client Care Team and Finance Team to determine all of the actins that had taken place and create am after action review of the complaint (Attached). The results were documented and sent to MINDBODY's Attorney who responded to the Pre-Litigation letter (Attached) on December 11th.

MINDBODY has followed up with calls on January 13th and then February 17th and there has been no response. MINDBODY considers this case closed with the following resolution:

Conclusion:

The client agreed to the SSA, including all subsections indicating her responsibility for providing unencrypted data for our importation.

The client clearly opted out of PREMIUM support in December asking for a refund of the charges that occurred in December.

The client never once utilized the clause in our SSA indicating her rights to request a different PAC if she was unsatisfied:

Exhibit H - "PREMIUM SUPPORT" Section 6

SUBSCRIBERS dissatisfied with their PAC may request a new PAC at any time by contacting MINDBODY Premium Services, who will provide a new PAC within thirty (30) days.

The client was refunded on 09/13/2013 the following:

$3,916.00 of the $7,036.00 they spend total with MINDBODY. The summary of what was refunded is below:

All MSF charges from 02/2013 to 09/06/2013

Two full months of PAC fees

The third month of PAC fees were refunded less the actual billable time used to build the clients site

Business

Response:

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.

CISO

Consumer

Response:

Review: 9894096

I am rejecting this response because:

Review: I had initially signed up for a promotional 4 month offer. I was guaranteed at the end of this offer I could cancel or downgrade my service, no strings attached. I have not passed the 4 month offer period, but since I didn't cancel 30 days prior they are now charging me the full rate (minus a few days) off of the original price, not the promotional price.Desired Settlement: I would like to not be charged for services past December 8th, 2015.

Business

Response:

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, $42.509/13/2015 - 2nd month, $42.50 10/13/2015 - 3rd month, $42.5011/13/2015 - 4th month, $42.5012/8/2015 - cancellation request date12/13/2015 - 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.

Review: I purchased Mindbody because I was looking mainly for online scheduling software with some reporting features and was told (by sales) that the product integrated with Quickbooks and that it would allow overlapping appointment scheduling using prep and finish times. These were two very important features for me and I made this very clear with sales. Once I purchased the Mindbody product and began setting it up and working with it, It turned out that the software did not integrate with Quickbooks (nor was their a single report that can be easily run, exported and then imported into Quickbooks to transfer financial data). Also even more importantly for me the software did not allow visibility and scheduling of overlapping appointments in consumer mode. I first tried to report this bug/issue in January 2013. Tech support lacked the skill to understand what the problem was and the bug was improperly written up. I then followed up with drawings which illustrated the problem. Again other technical support representatives lacked the skill to understand the problem. It wasn't until some time in May/June 2013 and many hours of time on the phone with tech support that I finally connected with a tech support specialist that properly understood the bug and reported the issue. However after many other follow-up calls over the course of 1 year, the bug has still not been fixed and there is no ETA for this fix. I had been entering client data into the Mindbody system over the course of the year so that once the bug was fixed I could get up and running quickly without needing to do another data conversion. However, just recently in preparation for canceling my subscription to this service, I tried to export my client data (name, address, telephone numbers, email, birthdays, referral source, email opt in and emergency contact information). I could not find a report or combination of reports that would export this client information. I called tech support again and was told that it would cost me $600 to get my client information exported. I spoke to two customer support reps who reviewed my customer support history and were aware that I had been paying for a product for over one year that never functioned as it was supposed to function. Neither rep was able to get my data exported for me without additional charge. I am outraged at the lack of this reporting, common courtesy and ethics which allows a software company to hold simple manually entered data "hostage."Desired Settlement: 1. Full Refund of all money paid to Mindbody2. Excel formatted export of customer data (name, address, telephone numbers (home, work & mobile), email, birthdays (mm/dd/yyyy), referral source, email opt in and emergency contact information)

Business

Response:

[redacted] performed an investigation into this complaint on June 12th of 2014. [redacted] called and email Ms. [redacted] without a response. The investigation focused on 3 areas identified in the complaint:

1. MINDBODY does not integrate with

Quickbooks.

MINDBODY does not

provide integrations to Quickbooks plus we counsel our sales representatives

against it. The sales person no longer works for MINDBODY so she could not be interviewed.

2. Investigate the bug and reporting of the bug

This is a true report and we are performing an internal investigation to increase our customer service support based on the problems Concord Center Acupuncture experienced. Acupuncture Office scheduling is what our software excels at supporting for 1000’s of like businesses. This particular client had requirements that should have identified MINDBODY Software as the wrong solution early and MINDBODY Customer Service will improve the ability to identify customer like this one in the future. For this reason MINDBODY cancelled the subscription on 5/22/2013. And issued the 6 months charged as comp’ed in June 2013 thru Nov 2013 and wrote off all other charges.

3. Investigate why she could not pull the reports in question

The client began complaining to our Client Care Team on January 2nd of 2013 that she was having issues and did go through a number of training sessions and tech support engineers to help solve her issues. In March of 2013 the MINDBODY Tech Support Team began to see that they could not support Michelle’s needs and downgraded her to our basic scheduling module. This did not support her either. On May 23rd Michelle requested a refund from Jan –May of 2013. On 5/23/2014 MINBDODY comp’d the client for all costs associated to the software not working how she expected. June 1st this was confirmed.

As to the data porting question. We do not have a single ticket requesting support on downloading excel files containing customer data (name, address, telephone numbers (home, work & mobile), email, birthdays (mm/dd/yyyy), referral source, email opt in and emergency contact information).

MINDBODY Terms of Service (https://www.mindbodyonline.com/terms-of-service) state the following in regards to this question:

Customized Reports

Customized Reports -

YOU may download reports containing commonly requested portions of the Subscriber Data from the Digital Properties in Microsoft Excel and/or .csv format by using the reporting and exporting tools provided as part of the Standard Services. YOU are responsible for maintaining the security of any Subscriber Data in YOUR possession, including any copy of all Subscriber Data received pursuant to this Article 2.

YOU may contact OUR Customer Service Team at (877) 755-4279 to request customized Subscriber Data reports. So long as YOU agree to pay all expenses associated with generating such reports, MINDBODY will provide YOU such reports within a reasonable time period. Customized reports will not contain Cardholder Data

Data Portability and Deletion

Upon the termination of the Contract by either party, YOU may:

Perform One Free Data Download Within 30 days after the Termination Date, YOU will be permitted to download, without charge, a copy of the then current Subscriber Data, except for Cardholder Data, via the reporting feature of the Purchased Services. Such Subscriber Data will be provided in a standard file type and will not contain MINDBODY’s proprietary information. Support documentation explaining the use of this self-service feature can be found here.

Request an Assisted Data Download For an additional fee, YOU may request that WE provide YOU a copy of the then current Subscriber Data, including Cardholder Data via a PCI-DSS approved secure file transfer method, within five (5) business days of such request. Such file transfer will not contain MINDBODY proprietary information.

Effective as of 12:01 am on the thirty-first (31st) day after the Termination Date, WE will have no further obligation to maintain or provide Subscriber Data and will thereafter delete and/or destroy all copies of Subscriber Data stored on YOUR behalf that are in OUR systems or otherwise in OUR possession or control, unless legally prohibited from doing so.

Given MINDBODY’s Terms of Use and the fact that we cannot find through our ticketing system problems with exporting data, I conclude that Ms. [redacted] simply wanted a data export for free which is not a service we provide to any customer: active or departing.

Summary

Ms. [redacted] was refunded as requested.

MINDBODY does not support MINDBODY personnel performing data exports for free for any reason.

Consumer

Response:

Review: 10087436

I am rejecting this response because:

Review: I have had service with mindbody for the last 5 years and it has been a less than pleasant process from day 1. From disconnect between departments, lack of communication with me the consumer, outages of service, appointment booking lockouts to name just a few of my issues. My most recent complaint is the Mindbody Engage APP. It is by far a detriment to my business and does not function on the most basic level. I have been paying for the APP for the last several months and the service has all together been down having clients get error codes, system freezing all together, tabs not pushing to the correct pages, the list goes on. Not only does this monetarily affect my business when this happens but it also affects the reputation and image of my company brand. I expect to be fully reimbursed for the last several months I have paid for this APP and will not begin to pay for it until it is functioning properly. I bought and set up this app to better my business not to wreak havoc on my day-to-day business operations.Desired Settlement: Full refund of all charges associated with Engage App to date

Business

Response:

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.

Review: I had been using Mindbody Online software for about 5 months when I decided to cancel my subscription. I was notified when I signed up that I could cancel at anytime, however I was never made aware that if I canceled I would not be able to receive a refund. I called the same day that Mindbody had processed the payment and was told that my site would be shut down as requested, but that more information would need to be researched regarding my refund. I was told I would get a return phone call but never did (as usual). So when I called back after the weekend, I was told that they would not process a refund because I called after the payment had been processed. On my end, the payment was still posted as pending. I was also told, had I called the day before, something could have been done. The customer service rep I spoke with tried everything he could (other than processing my refund) to convince me to continue my service despite me constantly expressing how unsatisfied I was with their product. He refused to process my refund stating that "that was impossible."Desired Settlement: My desired Resolution is to have my $60 refunded immediately.

Business

Response:

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.

Review: We spent several months of in depth conversations going through each facet of what Mindbodys software would do for us. I had specific conversations with their representatives about the ability to run payroll for our business structure. Those conversations included a step-by-step explanation as to the exact information we would need the software to produce so that we could pay our team. Mindbody confirmed that their software would do exactly what I needed. After paying our manager additional time for two months to gather information from our previous system and set up Mindbody, we discovered after only a week of operating that we were not told the truth and could not process payroll on their software. We had several calls with management the moment we discovered the issue to no avail. They had no solutions. We tried multiple avenues to get the information we needed to process payroll and they had no answers. We really liked the look and feel and had our clients and team download the app only to discover a week later that we couldnt function. For several days my manager and I called and tried to come up with a different way to get the information we needed, the last thing we wanted to do was go back to the previous software after all the hard work we put in. We hit a dead end every time. Mindbody is clearly new to the salon business and the nuances of booking, commission structures, and general financial needs on the back-end of the software. When we asked for a refund over the phone, Mindbody responded via email that it shouldnt have taken six months to figure out that our payroll report would not work for you, so your request for compensation has been turned down. Even though they were with us every step of the way, knowing we were working hard on launching the software- until it was discovered that their service was incomplete. We did our due diligence and were deceived.Desired Settlement: Desired Settlement - We worked hard to resolve the issues even though we were misled from the outset costing us valuable time and resources. We would like a full refund, $721, for services and the equipment we had to purchase. We purchased their credit card processing equipment for $346 which we are happy to return, and spent $375 over 5 months as we transitioned to Mind Body.

Business

Response:

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].

Senior Director of Customer Service

O: ###-###-####

C: ###-###-####

MINDBODY, Inc.

Review: When I signed up for this, paid my initial bill, and was informed about the Silver service, I believe I was told that I could "downgrade at any time". I wanted to be sure, but at the time, I was sold the ideas it being an advantage to me to ensure I was able to have 3 months of basically having my own rep to work with through the process and not have to call the generic "technical support" line and end up with different people every time we would need to call. It was to be advantageous to me to have that one person who would be familiar with my case. At the time, it appeared as though it would be a no-brainer. As I am also computer savvy, it would be beneficial for me to have this to work with an assistant or receptionist who wouldn't be as computer literate as myself. I no longer need the coverage because I am now personally working the site myself, and am opting to learn through discovery and exploration whilst also saving $699.00. However, now I being told that this actually wasn't a contract that I could "downgrade at any time" and that I have to pay for next months service that I don't need and won't use. They have me over a barrel as my monthly subscription fee cannot be paid separately, and instead of 2 $95.00 charges (one for each salon), I am also being forced to pay an additional $699.00 for the services I won't use or need. I could see paying the charge had I used the service, or saw a need or want for the service, but I don't. I also don't appreciate the strong-arm style of business they are practicing. Hiding something in an attachment in an email should not preclude what was conveyed over the phone. Either way, this is not an ethical practice and causes me to question the validity in the eyes of the law. I understand the premise of Caveat Emptor, however that only when BOTH parties are knowing and willing.Desired Settlement: I am asking that they have the invoice adjusted to reflect just my 2 monthly subscriptions, which I want to pay. However, if I end up having to pay the $699.00 "Silver Monthly Charge" to avoid subscription service interruption, I would like my $699.00 refunded.

Business

Response:

Dear [redacted]

Thank you for your letter. We apologize for the miscommunications with the service contract for Premium Services and will review this as an opportunity to improve in the future.

I spoke to several managers within the Premium Services departments and found that Jack Patrick spoke with you on 10/7/2014 and resolved this issue according to your request. He also followed up with our Finance team to honor your request. At this time I will ensure that everything is followed up on appropriately and the settlement stated in this complaint to the Revdex.com is honored.

Warm Regards,

Vice President, Customer Service

MINDBODY, Inc.

Consumer

Response:

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

Regards,

We have used their program for over a year now. Pretty bad experience with software that is not well thought out, a development team that has its own agenda and doesn't address long standing issues repeatedly asked for by users. They continually push their MINDBODY app to let your clients make appts , but note this app shows all the other related businesses that use this app too, including your local competitors.

They will default you into services and add ons such as SpaFinder, and do not tell you. They will send out text messages to your clients to use the MIndbody app, even when you don't use it. The latest is that they default the opening screen to a page that shows your income in a "Client Acquisition Page". Many users have complained that this shows private info to both staff and customers. MB has still not addressed this, but the pint is that no one there thought this through as it really is a page to promote using the Mindbody app further through offering deals and getting reviews.

If you set up repeating breaks in your schedule you cannot change just one without having to delete all of them and starting over. This is a major PITA.

Other users have continuing issues with Java requiring constant intervention with staff to update machines.

You want to get a feel of what this is like? Ask for access to the forums first before you sign anything. If they won't let you, then you know why.

All this adds up to a company that simply wants to grow and meet shareholder expectations at the expense of treating its customers like assets to be maximized.

Listen, it is hard to switch once you go with a company, I wish we never went with them. They do have some good point over what we had before, but there are way too many deficiencies and they don't work to fix them. After a while this all adds up to major frustration. Stay away!

Review: Setting up there softwear system was impossible, because they did not call when scheduled, so asked if I could return the unopened box of hardware like receipt printer, & credit card processor and they have not given me address to ship it back to. I was told I could be refunded if sent it back since I never got to use it.Desired Settlement: I would like the address to send the hardwear back to so I can be refunded.

Business

Response:

Results of our internal investigation.

Client ID 145819

1 Site was created on February 19th 2014

2. 2.28.2014 we found that the shipping address for the equipment was not valid.

3. Equipment was returned to MINDBODY on 3.11.2014. That included 1 printer and 1 scanner.

4. 3-14-2014 MINDBODY confirmed the business address and reshipped

5. 5-7-2014 MINDBODY cancelled the subscription for this account at the customer’s request.

6. There are no other calls in the call queue and I have tried to reach out to the person complaining but I cannot get a response either by phone or voice.

Response:

MINDBODY agrees that our software was not in the best interest of the client and that she should return the equipment as soon as possible. Ms. [redacted] has many ways to locate MINDBODY’s return address as it is on our web page under the contact us url (https://www.mindbodyonline.com/company/contact-us) or on the return shipping label on the box that was originally sent. Until MINDBODY receives the equipment we cannot refund the monies spent.

The address for future reference is listed below

MINDBODY, Inc.

Review: I have contacted Mindbody 3 times to resolve this issue. I have canceled my account and am still being billed 4 months out now.Desired Settlement: Please refund and stop billing me.

Business

Response:

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!

Review: Formally a member of a medical group that used MindBody for calendar, pos, and merchant services. Left medical group to expand practice. After leaving, contact MindBody multiple times to be removed from there service. On hold for hours each time - very nice customer service once they pick up - but after speaking with them 4 times, spending over 5 hours on the phone, and 5 months they continue to charge my bank account for a service that I no longer use and have clear documentation to support. Company continues to agree that I am no longer using their service, yet continue to charge me for it. Filed a fraud complaint with my bank to prevent any withdrawals from their company.Desired Settlement: Billing adjustment, absolute assurances that I will no longer be charged for services not rendered.

Business

Response:

This is not fraudulent activity. The charges have to do with how credit card processing fees are run through the Transfirst. We sent the following m[redacted]ge to J[redacted] on Wednesday, October 14th to attempt to explain this. I hope this email finds you well. My team member T[redacted] assigned your ticket to me and explained the situation. T[redacted] has closed your merchant account and requested that our underwriters at Transfirst issue a refund to your bank account for the processing fees from July 2015 - September 2015 totaling $103.65. She received this request on 10/7/15 and the reason you saw another debit from Transfirst was due to the September fees being initiated prior to this request and ACH fees cannot be stopped mid-processing. We apologize for any inconvenience this has caused you but you will see the refund within 3-5 business days. They issue these on the 15th of every month. These are not fraudulent charges as they are lined out on your merchant statements that are mailed to you directly that I have attached here for your review. You will not receive any debits moving forward. Please let me know if I can provide any further information at this time.

Review: This business has sent unsolicited sales emails and made multiple unsolicited phone calls to me over the past year. We have indicated multiple times during telephone conversations, as well as via email, that these solicitations are unwelcome. We started out asking politely to be removed from contact lists. After one such request on July 24th, and the assurance from [redacted] that we would not be bothered again, we received and email from [redacted] on August 8th. I, again, expressed the fact that these solicitations were unwelcome and Jason, again, assured me we would not be bothered again. When [redacted] sent yet another email to us on September 22nd I again replied, with [redacted] copied on my response, that we would no longer tolerate this unprofessional behavior, which he had assured me would not repeat itself, and let him know our next course of action would be to file a Revdex.com complaint if any further solicitations were received. Today, December 1st, [redacted] sent yet another sales email to us, hence this complaint.Desired Settlement: This company should be made to cease and desist it's unsolicited contact of our business. Continued disregard of requests made, and a failure to follow through on promises made, is unacceptable.

Business

Response:

We are aware of this issue and continuing to research the cause as to why [redacted], who is not a client, continues to receive automated emails from our sales reps. We've been in communication since [redacted]'s last complaint to our company to identify the root cause of automated marketing emails going out. We've also updated our SalesForce CRM system to indicate the prospect is not interested in services or products from MINDBODY, Inc. to prevent cold calls. Below is a copy of emails form [redacted] and one of our sales reps showing effort to resolve the issue reported. We will continue to work on the resolution requested by [redacted]. We would like to apologize to [redacted] and ensure her we don't want to spend time soliciting her any more than she wants to receive emails and will continue to work on this issue with urgency.[redacted]Vice President, Customer ServiceFrom: [redacted] <[redacted]@mindbodyonline.com>Date: Monday, December 8, 2014 at 9:22 AMTo: [redacted] <[redacted]@mindbodyonline.com>, [redacted] <[redacted]@mindbodyonline.com>Subject: RE: Revdex.com complaint for reaching out to prospectsHi [redacted],We did know about this one. As you can see by [redacted]’s email below, we did everything we could in Salesforce to mark it so that the prospect wouldn’t be contacted again. I forwarded this to [redacted] and he and his team are working with Salesforce and marketing to have a new system to get this prospect out of the marketing paths forever. Thank you,[redacted] North American Sales Director, MINDBODY Inc.Email from Sales rep to[redacted]:Hey [redacted], This is a prospect (https://na4.salesforce.com/00[redacted]?srPos=0&srKp=00Q) that is really upset that we keep contacting her. I am vaguely familiar with the business, since they are located in a city I used to live in (Binghamton, NY), and I spoke with [redacted] on the phone when I was going through SA training and trying to set up a demo. She refused. It was after that, she personally emailed me and asked that we no longer contact her. I assured her it wouldn’t happen, and noted the account accordingly (you can see them in SF on 8/8 and again). Even told [redacted] Moore to stop contacting her. [redacted] also noted the account.An auto email went back out (as you can see) after that from [redacted], and [redacted] emailed me again, saying that if anybody from MB contacted her again she would file a complaint with the Revdex.com. I emailed her and apologized. Told her I’ve “opted her out” of emails, etc. (I checked the box in SF).[redacted] just sent another email today, and of course, here is what the owner wrote below. Let me know how and if you’d like to do anything more on this. Is there a proper way to escalate or handle these when they get to this point of “complaint?” I know we can’t monitor every situation, and sometimes these things happen. Mostly, I just want to know what the procedure is for this. Was there something I should have done differently? Also, this is an overall concern that the managers have brought up regarding the way we’re managing our funnels. As you know, these situations taint our brand, so I’m glad we’re making efforts to minimize them. Thank you! [redacted]Regional Sales Manager – East HamptonMINDBODY, Inc.O: ###-###-####C: ###-###-####F: ###-###-#### [redacted]@mindbodyonline.com From: [redacted] [mailto:iron[redacted][email protected]] Sent: Monday, December 01, 2014 2:55 PMTo: [redacted] MooreSubject: Fwd: Can your clients buy gift cards online? Hello [redacted], I just called [redacted] to voice my displeasure at being contacted by her once again. Based on the fact that I have been repeatedly assured by you that we would not receive any additional solicitations yet representatives of your company, namely [redacted], have continued to contact us I will be filing a complaint with the Revdex.com as I indicated I would do if contacted again after our last correspondence on September 22nd. Sincerely, [redacted]

Review: I am disputing the ethical practices that mindbody does business with in their merchant service department. I had dealt with a charge back from a customer at my business. I won the dispute & was credited for that dispute 2 times. The merchant company that mindbody deals with again a week later removed that credit again. I then contacted mindbody regarding this dispute, to find out why the credit from the dispute was again removed from my bank account, the rep said she would contact transfirst and call me back. Never got a call back,the credit was back into my acct. the next day. In the process of changing accounts w/transfirst(due to the dispute this was necessary because too many w/draws were coming out of my savings acct.due to trans first removing money again)while in the process of the acct. change from savings to checking,I learned from mindbody I was missing deposits in my acct & due to the chargeback with transfirst. This is when I also found out the dispute went into arbitration (no notification from mindbody OR transfirst)transfirst had told me to do nothing moving forward. Of course this was a surprise to me! Wait what, the money was returned 2 times and NOW a 3rd time transfirst has taken my credit & holding deposits due to the chargeback. What is going on here?? I am getting the run around from both mindbody and transfirst. This is when I also found out the dispute went into arbitration (I knew nothing about it ,NO notification from transfirst or mindbody)and tranfirst told me to do nothing moving forward. Of course this was a surprise to me! I was told by the rep at mindbody,I should submit information to the chargeback dispute otherwise I would be in default. Wait how did this happen without my knowledge. So I call transfirst and the tell me its not in arbitration but pre-arb. Wait what is going on here?? I can't get a straight answer from either mindbody OR transfirst. The rep proceeded to tell me that they could do nothing MORE to help me. It was between me & transfirst!Desired Settlement: I want the funds released from transfirst and my fees for the chargeback credited. I strongly question transfirst and mindbody for working with this company. I know a lot of owners that do what I do and work with mindbody. I will inform them of these issues I have had with both transfirst and mindbody. I am considering working with a new company at this point. This is MORE resolution I don't need to deal with and time taken away from running my business successfully!

Business

Response:

I am performing an investigation to this case.

Review: I cancelled my account with MindBody in September 2014 when I closed my business, at which time MindBody ceased to charge my credit card. I had no further communications or dealings with MindBody after that time. However, quite inexplicably, MindBody resumed charging my credit card without my authorization in December 2014. It was not until March 27, 2015 that I saw unauthorized charges made by MindBody on my credit card in the aggregate amount of $340, at which time I promptly called them and explained the foregoing and I am no longer a customer a MindBody. However, MindBody refused to refund the money they took from me, claiming that -- despite my earlier account termination and their having previously ceased to charge my credit card -- that their recurring charge policy permits them to resume to charge my credit card in following calendar years. Obviously MindBody's previous termination of my account, not to mention the fact that MindBody's then immediately ceasing to charge my card for the period from September to December 2014 is essentially an admission that my account was terminated, removes any and all legal basis for their unauthorized charges and are merely a pretext for taking their customers money. As mentioned above, I had closed my business (including credit card accounts), so I was unable to avail myself of the usual remedy of a chargeback. Presumably MindBody was counting on the relatively small size of the claim ($340) to not result in legal suit, so they wrongfully chose to keep the money they took from me without having rendered any services or my permission. Accordingly, this is a disreputable company that I would strenuously recommend you avoid conducting business with, as even after you cancel your account with them they will in later years surreptitiously charge your card in a sneaky manner (after a gap in charges) intended to avoid detection, claiming an internal recurring payment "policy" does not withstand scrutiny. I strongly advise you to AVOID MINDBODY.Desired Settlement: I seek the full return of the $340 that MINDBODY charged to my credit card without my authorization and without having earned in any way, which charges were made months after I had terminated my account and all relations with MINDBODY. I would also appreciate an apology, as MINDBODY can in no way justify either their unauthorized actions or, more importantly, their subsequent unwillingness to return funds when they are so clearly in the wrong.

Business

Response:

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.

Review: We requested a refund three weeks ago, and it still hasn't been refunded back to our credit card. I have called and emailed numerous times.Desired Settlement: Immediate refund to our credit card.

Review: I have used MindBody now for a year. I have had many issues with the software itself. When I contact MindBody helpdesk, they have no clue how to use the software themselves. When I first set up my account, it took 3 people to help me. And over an Hr. later, they said they would need to call me back because the manager had left for lunch. My software is still not set up properly. I just gave up because it waisted to much time waiting for the calls that never happened. My BIGGEST issue though was with there merchant account services. With absolutely NO warning, or them contacting me. They did a charge back of over $615 dollars 4 times!!! I found out when I received the random email from my bank stating that I had over drawn. Its incredibly disrespectful to their customers and how they treat us. Absolutely zero regard to their clients.Desired Settlement: I would like to be refunded of $2460 dollars and given an explanition as to why I was not informed or given the opportunity to defend the refund.

Business

Response:

Dear [redacted] Birch and Revdex.com:We wish to address each area of the complaint with facts from each department at MINDBODY that supported Phenix Fitness. Account Setup:All new clients are offered implementation support for the product. They are assigned one person to work with through the setup and when complete, they can call in to technical support for any questions or issues. Phenix Fitness completed six appointments with one of our Senior level coaches, Tim Granado for all appointments to set up the product.It appears from the account that they are not using the software properly. They are not marking services booked for their consumers in their software as completed, which lead to problems with their auto-pay contracts. [redacted] set an appointment to work with an advanced technical support agent to resolve this issue on January 4th, which he missed. Additionally, the staff member he assigned to set up the product communicated issues to us in which they were unable to receive the information they needed from [redacted] to set up the product. For example:"Hi [redacted],I realized I don't have all the information I need here at work to get ?things up to speed with the Auto payments this afternoon. I have the ?contracts with me, but I need to talk with [redacted] about how many payments ?they've already made. I plan to do that with him tonight, and would be ?ready for you to review as early as Saturday (or next time you're in). I hope this reaches you in time, but I will not need to talk with you at ?4pm as originally planned since there will be no new entries for you to ?look at yet.Thank you! Let me know if you have questions.MalloryBirch ?###-###-####"History of Appointments with MINDBODY to support Phenix Fitness software setup:10/18/2013 9:00 AM – 10:00 AM –Cancelled by the client10/24/2013 12:00 PM – 1:00 PM –completed, in attendance: [redacted] with Phenix Fitness and [redacted]with MINDBODY, Inc.10/29/2013 1:00 PM – 1:30 PM –Cancelled by the client11/12/2013 3:30 PM – 5:00 PM –completed, in attendance: [redacted] with Phenix Fitness and [redacted]with MINDBODY, Inc.11/15/2013 7:00 AM – 7:30 AM –completed, in attendance: [redacted] with Phenix Fitness and [redacted]with MINDBODY, Inc.11/18/2013 1:00 PM – 1:30 PM –completed, in attendance: [redacted] with Phenix Fitness and [redacted]with MINDBODY, Inc. Ongoing Support:When clients call in with support questions, they are routed to the first available agent, so it’s understandable that the client would have spoken to several different people, however due to the nature of the questions and issues, we informed the client that an appointment with an advanced technical support agent was required. This provides the client with one point of contact to resolve an issue. However, the client did not answer the phone at the time of the booked appointment. After three voicemails, we offered to reschedule the appointment.11/6/13 – client contacted support about returning mobile swiper,email sent to client with hardware return info11/19/13 – order fulfillment notified finact of refund for hardwarereturn12/5/13 – client contacted support about contracts and payments, offeredan appointment with an advanced technical support agent to help the clientfurther12/11/13 – client contacted support, no details1/4/14 – client contacted support about pricing options and contracts1/4/14 – support agent requested an appointment with an advancedtechnical support agent for assistance with contract setup issue1/7/14 – two calls from client to tech support, one of them was aboutappointment setup, ticket 1/7/14 – email sent from an advanced technical support agent to clientwith scheduled time for call on 1/9/14, request to confirm or reschedule1/7/14 – second email sent to client to request more details on theissue before the call1/9/14 – advanced technical support agent called for scheduledappointment 3 times, left voicemail and sent email with offer to reschedule Merchant Account Services:[redacted] Birch signed his Merchant Services application on 10/16/13, please see attached. His Merchant Services account was live in MBO on 10/22/13.The application lists his Responsibilities as a Merchant. One of those responsibilities is to "Review and understand the terms of the Merchant Card Processing Agreement." We've attached thementioned Merchant Agreement from October 2013 for reference.The 4 chargebacks [redacted] mentions were filed by his client (James George) on 12/31/14. This means his client, [redacted], disputed these 4 separate charges in the amount of $600.00 each with his Card Issuer (Visa). There is a $15.00 investigation fee associated with each chargeback which is why [redacted] mentions 4 charges of $615.00. To provide more information on the beginning stages of the Chargeback process:When a consumer files chargeback, MINDBODY, Inc. and the processor Transfirst are obligated to comply with the card issuer's (in this case Visa's) chargeback policy and timeline. In this case Transfirst debited the disputed funds from the Merchant's bank account within 24 hours of the file date in order to comply; this is typical with all chargebacks. We confirmed with Transfirst's chargebacks Dept. that a separate email notification for each of the 4 chargebacks was sent to the Merchant at [redacted]@phenixpersonaltraining.com on the file date 12/31/14.[redacted], as the merchant, has the right to dispute any chargebacks filed using the web portal “Translink.” When his Merchant Account was created, he received directions on how to dispute charges using Translink (10/22/13). We resent directions on 01/06/2015 (attached). We will not issue a refund for the chargeback amounts or fees incurred because Transfirst and MINDBODY, Inc. complied, as required, with Visa’s chargeback policy and timeline. The processor Transfirst initiates the $15 fee when chargebacks occur to recoup costs. If [redacted] wishes to dispute the chargeback submitted by his client, [redacted], he should follow the directions sent to him and work with the processor, Transfirst as advised.

Review: The business I was using this website for had closed their doors. I pre purchases a couple of packages and a few classes through the Mind Body website. The company had not refunded me my money so I contacted Mind Body in order to get the information about my purchases (e.g. the remaining amounts, receipts, etc). They told me that since the business had been deactivated (they are now closed) on their site, they no longer had access to my account information. I told them that I needed my purchase amounts/ agreements in order to contest charges for classes that would no longer be held but they told me that they couldn't access the Client information. Why would they not keep this information when it is being stored on their website? Especially after a business closes, when there will be issues with payments, charges, etc. This is ridiculous that I cannot get my own payment information/usage information. The business had closed less than a month ago as well, so this is a very short amount of time. An amount of time that you would expect to be able to access this information.Desired Settlement: My client information, my payment/package information. The amount that could not be used that I purchased, etc. If this cannot be done, then I would appreciate if they would contact the business directly to ask for the information since that did not work for me.

Business

Response:

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

Review: I have been a mindbody customer since January 2015 and emailed them to cancel my account effective October 30th 2015. I would like a refund for the $95 charged on the 30th, a refund for the previous month ($95) and compensation for the $200 I had to refund to my client because mindbody did not show her my no refund policy that I had set up to be shown to all clients. They misrepresented what their software could do, provided poor customer service,cost me and my business time and money, and cost me lost revenue due to double bookings, and missed appointments by failing to notify me when clients booked appointments. Every month for the past ten months something would go wrong with the software. Not one month did their numbers match mine as far as client sessions and accounting. I spent twice the amount of time I would have keeping my own records after realizing theirs could not be trusted. The software was difficult to set up, difficult to use, and now they are making it difficult for me to leave. I want to be done with them and do not wish to give them any more money.Desired Settlement: Refund September, October and reimburse me for the refund I had to give to a client - $390. Plus refund any charges posted after 10/30/15.

Business

Response:

Below is an outline of the

client and the experiences cited. The client mentioned a few times she was

unhappy she had to make edits to the software to customize it, was comp’d a

little, escalated twice in technical support, had merchant fees refunded and

ran sales outside of MINDBODY (did not have processing).We have provided $241.39 in compensation to date. We also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policies. These settings are set to display in consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions) if the consumer bought services directly from the client then she would not see them. A receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seen. Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $200.00 refund processed through the MINDBODY software. The client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/2015 to 11/5/2015. Basically, the consumer would need to directly purchase the product or service through the MINDBODY software to have to agree/see the policies.Regarding the cancellation, the client emailed to cancel on 10/30/2015, which is the same billing date for her MINDBODY subscription. She specifically requested that we DO NOT call, which took longer to process as a result, but we logged 10/30/2015 as the actual cancellation request date. Our terms of service require 30 days written notice for a cancellation to take effect and as a result the charge of $95 on 10/30/2015 is the last charge the client will see with MINDBODY. We are happy to review this further through our client care team at [email protected] Below is timeline and

corresponding tickets if needed.Fluid Movement + Massage CID:

79841Close date: 12/30/20141/19/2015 (ZD#2781898): Client

contacted tech support due to website URL in auto-emails populating not as she

desired, she was deeply unhappy that support would not update the URL and she

had to login and do it. 5/5/2015 (ZD#3067511) Client

called in regarding mobile swiper not working on Moto X, tested device, no

resolution.5/12/15 ZD#3085679: Client

speaks with Joe in Client Care- Comped half off of May, June July &

Aug bill ($190.00) 5/28/15 ZD#3085554- The client

complains about problems she's been having with merchant processing, [redacted] refunds$51.39 for processing fees.7/29/15: (ZD3288273) Client

called tech support because of a double booked appt. In this email she states

that she felt misled by sales & training and that the software is complicated.

She does not request to cancel, but does ask for compensation. CS escalations

reaches out and the client responds 8/5/158/5/15: (ZD#3288273) The client

notes that she is not receiving confirmation emails and therefore missed an

appointment. "Part of me wants to cancel this software today, in fact the

only reason I have not cancelled this is because of the time, effort and money

I have put into it so far." Escalations reach out from 8/5 to 8/12 before

issue is resolved. [redacted] in tech support confirms that the client did not

receive an email confirmation of a consumer mode booking by [redacted] (consumer)

because [redacted] was NOT opted into emails.8/12/15 (ZD# 3323510) the client

emails a list of clients/appointments that she perceives to be incorrect in the

software. Tech support approves the corrections to be made by an agent as of

8/16. 8/26/15 (ZD#3364958): The client

contacts tech support because she sees classes showing up, support responds

with screenshot that they are no longer visible in consumer mode10/1/2015: (ZD#3[redacted]6) The

client is interested in liability waivers and also paying less than $95.00 a

month and asks about rates. Tech support sent her instructions on how to access

and edit her policies & subscription management sent her email in regards

to software levels.10/2/2015: (ZD#3473875) Client

calls tech support, agent states that the client seems on the verge of

cancelling, mentions that she was frustrated that her site wasn't set up as she

wanted it and that her no refund policy (among others) was not printed on

receipts 10/30/15 (ZD#3553912- originated

in Billing, 3553913- another request to cancel sent to support, 3553935-

another request to cancel sent to support, 3553931- another request to cancel

sent to support, 35[redacted]82 originated in Billing, 3[redacted]64- started 10/1 in

support, SM called client 10/7 to discuss downgrading potentially, LVM) Client

emails to cancel and requests a refund all on 10/30.

Consumer

Response:

Review: 10929359

I am rejecting this response because: