MINDBODY Inc.

Review: My issue encompasses more than just cust svc, though that is the largest issue. This was the second time I have tried MindBody, and I'm sorry to say their svc has not improved, nor does it appear that they are interested in taking care of their customers. This experience started off pleasant in dealing with Cosmo (sales), though he told us we would get a free Constant Contact acct, but neglected to mention that it was not free if we had over 500 clients. However, our experience with the merchant svcs was less agreeable. It took us almost two weeks for them to contact us back in order for us to set up svc with them. Once our accts were set up, we had nothing but problems. The merchant services took 3-5 business days to process, and when we asked why there was such a long wait when other companies have a turn around of 1-2 days, we were told that they did not offer microloans, so when the payment info cleared, that's when we received it. This is unacceptable for my business. We were also having issues with with our acct not working the way it was promised. We called cust svc 3-4 times and left a message, but no one returned our call. Finally we emailed Cosmo and explained our situation, and our dissatisfaction. We told him we would close the acct if we could not resolve these issues. He assured us that he would have someone who could assist us contact us immediately. We did not hear from anyone for over a week, despite us following up every few days. Finally we told them we were closing our acct. We called before the holiday and spoke to someone in client care. We went through their questions about why, and the rep told us he would close the acct and send a request to Cosmo for a refund as it was over 60 days since we'd opened the acct. I called today and there is no record of that conversation, and they billed me for this month. The rep I spoke to closed the acct and said he would send a request to Cosmo for a complete refund.Desired Settlement: Given the number of issues and the lack of follow through - as we were willing to work with the company to resolve these issues before deciding to leave - I want a full refund of all of the fees I incurred through MindBody. This includes the account fees and merchant services fees. I also want any money they are holding for chargebacks to be immediately released and paid to us.

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

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: 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

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.

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.