MINDBODY Inc.

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.

MBO has been a very frustrating experience. i've had them over a year and there is a big disconnect within their software. while most of the clients "visits" are accurate the "account details" don't correspond to the "visits" . I have always kept a paper copy of my clients visits to verify with the MBO on-line system.

I spent 3.57 hrs on the phone with tech support (young people very helpful, everything is "awesome" when we fixed something) to reconcile my accounts. I have to do all my accounting/reconsolidating 2x since I started with MBO. (my paper class cards reference to the MBO system) it doesn't save time. I spend MORE time sorting thru my clients visits.

I don't use their merchant processing- it takes 5 BUSINESS DAYS to get accounts into bank , square is easier, and faster in the bank. Clients can't pay for another service out of a package they have paid for it separately . you have to bill the client in addition to what they already paid, in order to bill them. would never have a client look at their accts. on the MBO site, they would freak out that how in-accurate it is. I always use my paper class cards for them to reference too. system shows inaccurate reconciliations and won't let client buy packages without reconcillatiing. endless. sucks.

I have the least expensive level with MBO, and they just raised their rates, by $5, they push you into getting a more expensive plan, which I would never do. MBO has a very agressive sales team, IT IS NOT a good scheduler program. I beleive that the architecture of the software doesn't intergrate with itself, its been cobbled together

I own a pilates studio, without a studio manager. BEWARE.

Review: I have been unhappy with the complexity and functionality of the Mindbody software for a while. I have used it for over 5 years. It is not intuitive and it can be very glitchy. I have noticed a considerable shift over the past few months. There has been a push from Mindbody to direct my customers to their Mindbody Connect app. I paid a considerable amount of money to create my own business app and another considerable fee every month to maintain it. I own a yoga studio and loyalty and repeat business is very important. Yesterday, I received notice from Mindbody that a new function has been created. When a new customer registers, everyone must register in the system in order to pay for a service, they will receive a text message with a link to download the Mindbody Connect mobile app. I am unable to change the text to have a link to my business mobile application. The problem is that the Mindbody Connect mobile app lists my classes and ALL of my competitors classes within a certain radius of the customer. So someone who I have worked to introduce into my business is encouraged by Mindbody to use an app which exposes them to all of my competition. I am very unhappy. The only thing keeping me from being more angry is that I am able to disable the text message feature. What concerns me is that Mindbody is pushing Connect so hard they are working around disabling features that prevent my customers to see the Connect app. I was told, and tested it out for myself, once a new student uses Mindbody for the first time on their mobile device, they get a pop up to download the MB Connect app. I cannot stop that. I think this is a very bad business practice.Desired Settlement: I would like Mindbody to stop forcibly exposing my clients to their Mindbody Connect mobile application and allow me to expose my clients to my custom app in order to generate more loyalty to my business.

Business

Response:

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

We've been unhappy with mind body for some time, (for poor customer service and for a website we don't trust and won't let customers ever see) but when evaluating the rates we were paying over the credit card processing rates other competitors were charging, we needed to wake up and finally take action. In trying to do this well, Mindbody wanted to charge us $600 to obtain the information we needed. Granted, securing credit card data is critical, but charging 8 times the monthly software rate we pay is excessive. This rate wasn't and isn't disclosed on their agreements, nor on their website and it's difficult to get an answer from Mindbody on how that's even reasonable and fair. Put some effort into providing a more viable solution, and stop being a bully. Customers won't simply stay with you because of a hidden large fee. Buyer beware- even if you read the fine print- they'll nickel and dime you for a subpar experience.

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

Review: ADVERTISING, BILLING, CONTRACT, SALES, SERVICE ISSUES. I MADE THE MISTAKE OF ANSWERING THEIR OFFER FOR A WEBINAR. I WAS SCHEDULED FOR THE WEBINAR AND INSTEAD OF IT BEING A TRUE WEBINAR WITH MULTIPLE PEOPLE PARTICIPATING IN, IT WAS A CALL FROM ONE PERSON TO ME. I SIGNED UP BELIEVING IT WAS A DECENT PRODUCT THAT I COULD TRY OUT AND CANCEL IF I WANTED. OH AND THE OTHER THING, I SAW WHERE SOME PEOPLE GOT THE FIRST MONTH FEE. I DID NOT GET THIS OFFER. IT COST ME $32.58. I HAD THE SERVICE FOR THREE DAYS. THEN I GOT A CALL FOR A COMPANY THAT WANTED TO CREATE A WEB PAGE FOR ME. I WAS "REFERRED" TO THEM FROM MINDBODY. I TOLD THEM I CANCELLED THE SERVICE A WEEK PREVIOUSLY. I CANCELLED WITH THEM TOO. I GOT SEVERAL EMAILS FROM MINDBODY TELLING ME MY TRIAL PERIOD WAS ABOUT TO EXPIRE. YESTERDAY, I GOT AN EMAIL STATING THAT MY TRIAL PERIOD WAS OVER AND THEY WOULD BE CHARGING ME $49.00 A MONTH. I CALLED MINDBODY TODAY AND JEFF CHECKED INTO MY ISSUE AND TOLD ME THAT THEY SOLD MY "COMPANY" INFORMATION AND BILLING INFORMATION TO LIVEEDIT/AURORA. THIS COMPANY IS THE ONE THAT IS BILLING ME. LIVEEDIT IS SUPPOSE TO WORK IN CONJUNCTION WITH THE MINDBODY SOFTWARE. WHEN I CANCELLED MINDBODY, EVERYTHING SHOULD HAVE BEEN CANCELLED. NOW I CANNOT CONTACT LIVE EDIT TO CANCEL. I COULD NOT GET HOLD OF THEM DURING WORKING HOURS. MY INFORMATION WAS SOLD WITHOUT MY INFORMATION. I HAVE NO IDEA WHO ELSE MINDBODY DOLD MY INFORMATION TO. JEFF AT MINDBODY STATED THAT HE COULD NOT TELL ME WHO ELSE THEY HAD SOLD MY INFORMATION. I AM TOTALLY FRUSTRATED WITH ALL OF THESE COMPANIES. UNFORTUNATELY, I DID NOT READ THE Revdex.com REVIEW ABOUT MINDBODY UNTIL AFTER DEALING WITH THE COMPANY. I LOOKED THEM UP BECAUSE I JUST DID NOT FEEL COMFORTABLE AFTER THE CALL.Desired Settlement: I WANT TO KNOW WHO ELSE MINDBODY SOLD OR GAVE MY INFORMATION TO. I WOULD LIKE CANCELLATION OF ALL ACCOUNTS CREATED FOR ME BY MINDBODY, WHETHER I CURRENTLY KNOW ABOUT THEM OR NOT. I WANT LIVE EDIT CANCELED AND IF THEY CHARGE ME, I WANT THAT MONEY RETURNED.

Business

Response:

The purchase record we have on file is for a promotion bundle, which included the MINDBODY software product and a 2 month free trial for LiveEdit, a digital marketing platform and an approved MINDBODY partner. When D[redacted] called to cancel the MINDBODY software, we also cancelled the LiveEdit trial. The confusion is a result of the trial reminder email, which was sent out after the cancellation request was received. No additional charges have been or will be made for LiveEdit services. The $30 paid for MINDBODY software was refunded prior to this complaint. MINDBODY does not sell information to other businesses. Sincerely, A[redacted]Vice President, Customer ServiceMINDBODY, Inc