Below is a recap of fees paid and refunds issued, attached is a list of premium service hours rendered12/8/(Month 1) Accelerate/Engage Monthly Subscription Fee- $paid (First Month Free promotion) JumpStart Site Setup Support $- this is a one time charge for a service that was utilized from 12/18/2015-1/26/as shown in the attached spreadsheet 1/8/(Month 2)Accelerate/Engage Monthly Subscription Fee $1/20/2016: Prorated Platinum Premium Service Monthly Subscription Fee $- prorated amount covered the service period from 1/19/2016-2/7/2016, this was required to provide the project management for the software conversion to MINDBODY from the previous software system utilized in the business 1/27/(Month - 2nd location)Ultimate Software Subscription Fee $- client added a second location to MINDBODY and used a First Month Free promotion 2/8/(Month 3) Accelerate/Engage Monthly Subscription Fee $Platinum Premium Service Monthly Subscription Fee $Total charges this month = $2/19/2016: Refund of $- for all fees paid on 2/8/ Overall, we provided hours of JumpStart Support, where we typically provide hours and hours of Premium Services support, which represents a hour and minute beyond what as paidThere was a total of days between when we received the data for the conversion process and when we completed the conversionAt the request of Firefly, we performed a client data only import, and brought additional records on a future dateDuring the conversion process Firefly decided to cancel servicesBy this time, all hours had been used including those paid for on 2/8/2016, which we refunded in an effort to compromise with the clientWe are truly sorry this product did not meet the customer's needs, and we will not be issuing an additional refund as services were filled in accordance with our terms of service for the product and premium servicesShould Firefly wish to return to MINDBODY, we will be happy to provide a free data conversion and try again Warm Regards, A [redacted] VP of Customer Service, MINDBODY Inc
Complaint: I am rejecting this response because: Credit with merchant services credit should be $ 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 $plus minimum statement fee of $They agreed to credit the pci non-compliance fees and the $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 complaintVerbally he would assure me of these credits in 3-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] ***
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 overThis 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!
MBO has been a very frustrating experiencei've had them over a year and there is a big disconnect within their softwarewhile 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 hrs on the phone with tech support (young people very helpful, everything is "awesome" when we fixed something) to reconcile my accountsi 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 timei spend MORE time sorting thru my clients visits I don't use their merchant processing- it takes BUSINESS DAYS to get accounts into bank , square is easier, and faster in the bankClients 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 acctson the MBO site, they would freak out that how in-accurate it isi always use my paper class cards for them to reference too system shows inaccurate reconciliations and won't let client buy packages without reconcillatiing endlesssucks 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 doMBO 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 managerBEWARE
Dear ***, and Revdex.com, We have the resolution of this complaint on record on Wednesday, October 8thChristopher Lorenzo contacted the client via email (attached)Elavon, the merchant processor had the wrong credentials resulting in a delay of fundsWe were contacted about this issue on 10/3/and funds were released afterWe received confirmation from Elavon, for a settlement totaling $11,which has been released as of 10/8/Funds were deposited to the bank account ending Because of this error we also compensated the processing fees totaling $Emails with the client and team members with MINDBODY and Elavon are attached showing this resolutionOnce agan, we apologize for the interruptions of fundsPlease contact MINDBODY Merchant Support if additional questions or concerns are unansweredWarm Regards, [redacted] ***Vice President, Customer Service
Complaint: I am rejecting this response because: I was contacted by [redacted] Hanson by email only and I responded to his request to set up a time to talk over the telephoneMy last email to [redacted] provided possible times for this phone meeting and was met without a respond on his end, not mineAttached is a copy of that email exchangeI have not received any phone messages from Mindbody in my voicemail or in my caller id log My requirements for scheduling are not extraordinaryMindbody's inability to meet these requirements as advertised was eventually documented as a bug or "Work Ticket" (W53210) which was still not fixed when I initiated the cancellation of my account on 5/8/I did not call "complaining" but simply to report and follow up on a legitimate and documented bug with their softwareIt is correct that Mindbody did not charge me for the months of June 2013-November However they have not "written off" all other charges nor have they "comp'd the client for all cost associated to the software not working how she expected," as stated in their responseI paid a total of $1,for their product in the form of monthly fees for the months of June 2012-May and then again from December 2013-April I have not yet been refunded this money, as Mindbody's response statesMy downgrading to the basic scheduling module was done by my own request when my business went from practitioners to practitionerThis had nothing to do with whether Mindbody could or could not support my scheduling needs It is simply the difference in cost for their product depending on the number of users and was not a courtesy provided by Mindbody The fact that Mindbody does not have a work ticket documenting my several calls requesting help and guidance in exporting client data is another testament to their poor service because several call were made to Mindbody regarding this issueThe link supplied in their current response directs me to FAQ sheets for data reportingI am currently unable to access these reports since I cancelled my subscriptionHowever, in preparation for canceling my subscription, I did utilize these FAQs and reports and was unable to export the following client data fields (email, birthdays (mm/dd/yyyy), referral source, email opt in and emergency contact information)They told me it would cost $to for rows and columns of data which I had hand entered into their systemAny ethical company should allow a user to export their own hand entered client data free of chargeThis is a matter of ethics and is not an unreasonable request/assumption In summary, Mindbody has done nothing to meet my requestsTheir response is lengthy but evades the heart of the issue(s), is full of inaccuracies and is insulting Regards, [redacted] ***
Complaint: I am rejecting this response because: In regards to this complaint I am currently working work MINDBODY to try and use the software as they refuse to give any of my money back I do believe the basis of the problem lies in their own lack of communication from the sales staff to anyone else I request that this claim be reopened until I feel that the situation has been resolved Again I insist that the months of compensation is just as I had already paid for months service that I was unaware of If they will actually compensate me for months of services I expect it to be in addition to that which I was already charged Regards, C [redacted]
Supervisors have regularly been involved in attempting resolutionWe will escalate once again to see what we can do to help this client as he's requested in the rejection I want to reiterate we are very concerned about the health of this relationship given the responses we've experienced over the phoneWe understand frustration, but we've also presented a willingness to help, have scheduled training, have 24xavailable technical support with our contact information displayed on both our website and support.mindbodyonline.com We ultimately want to move forward into a productive win-win relationshipIf that is not possible, we do recommend cancellation as a route to take Warm Regards, Annie
The details of the purchase and cancellation are belowMINDBODY requires 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 days of purchase The client received a promotional offer in which the first 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/- Purchase decision/sales close date; First bill at 50% off charged to card on file, $9/13/- 2nd month, $ 10/13/- 3rd month, $11/13/- 4th month, $12/8/- cancellation request date 12/13/- this bill would have been the full price of $as the client had not completed the tasks required for a free month, applying the day cancellation policy, we prorated the bill to $ Other timeline details: - In August, we attempted calling, emailing, and texting the client times to get scheduled for software training to help implement the productOn 8/26/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/ Since there is a day notice, we took the 12/as the request date and made the attrition date 1/7/2015- days outThe client is billed on the 13th so on 12/they received a prorated charge about $The software will be deactivated and account cancelled on 1/7/While MINDBODY doesn't provide refunds past days, we will be happy to offer a credit of the four months paid and the 5th partially paid month ($total) anytime in the next months, if the client would like to try to implement the product at a time she is more readyShe should reference this Revdex.com complaint and Annie Woo [email protected] 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
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 dateI recommend that you really work on training and your process over there!
Complaint: I am rejecting this response because: I will only agree that you refund one month AND DO not charge my card on 11/28/to have a complete resolution of this matter Regards, M [redacted] ***
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · normal;"> Voicemail on 4/26/followed by email · Voicemail on 5/3/followed by email On May 3rd, the client expressed not being interested in services, stating, “Thanks! I won’t be using that part of the service!” After that email, our sales rep replied the same day asking for feedback and again on June 20th to see if the client was reconsidering the decision made in MayThis totaled two emails and one phone call in two months after asking for feedback and interestOn May 3rd, our rep emailed: “MINDBODY is always trying to get a clear understanding as to why a client would elect out of a product that cost no money This allows us to rebuild and refine our product to the best we can offer to our clients.” On June 20th, our rep emailed: The last email stated, “Good day to you, I wanted to follow up with an email response I sent to you back in May that I have yet to hear back from you about Last we spoke you were interested in having an online presence to be able to sell your Deals through the MINDBODY app This is very easy to do, and does not cost you anything to be listed I am happy to schedule a time where we can go over any other questions you may have.” There were no email communications after thisIn reading the complaint, it is unclear if the client believes they were already on the Do Not Call Registry and whether or not they believe we violated those provisions of the Telemarketing Sales RuleBased on our records and in speaking the rep, while the client stated they were not interested, we do not have a record of them asking us to stop contacting themWe're sorry that our actions felt unprofessional and hope this response helps provide some clarity Our contact information is publicly listed as is my email address under the Revdex.com if direct communication is desired to help provide additional details so I can respond more fully Warm Regards, A [redacted] @mindbodyonline.com
I converted from another system, and in so doing spent a great deal of time with the sales person reviewing my complaints of my former system After exhaustive conversation, I was assured all of the issues I was having would not be an issue That has not been my experience Their credit swipers don't work at all They have no solutions for the vast majority of my complaints The system is not customizable in a lot of ways and they are just not willing or able to attempt to find a solution
We are sorry that you are not satisfied with your experience with MINDBODYWe investigated this issue and can confirm that your account was not canceled but rather suspended temporarily in September 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 operationDuring 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/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/call that you were closing your business permanentlyPlease 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 and December belowEmailcopies: J** Dec 29, 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 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!*** Sep 22, 201404:amThisemail serves as a confirmation of your software subscription suspensionPleaseretain 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 closedThe owner of the business must contactthe Merchant Accounts team directly to request the closure of your MerchantAccountIt’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 accountIf 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
In January, 2013, Michael Hanson called and emailed Mrs [redacted] to discuss this case with her and walk through the details of her complaintAs 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 " 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, in the amount of $3,in an effort to continue to provide good customer supportAfter 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 of the SSA, MINDBODY provides for dispute resolution through binding arbitration in San Luis Obispo County, CaliforniaAny such arbitration will be construed under the laws of the State of California with each party equally bearing all initial costs of the arbitration." There is nothing more that can be resolved through this channel for dispute resolution [redacted] CISO
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 $ If there is hardware you need to return, please contact [email protected] and cc ***[email protected] [redacted] Senior Director of Customer Service O: ###-###-#### C: ###-###-#### MINDBODY, Inc
Complaint: I am rejecting this response because: I have not received confirmation of a refund directly from MINDBODY, nor has there been a refund posted to my bank accountI have only received an email stating that a request to issue refund has been made but couldn't be guaranteedOnce I have received confirmation of a refund from MINDBODY, or I see that funds have been posted to my bank account, I will gladly reverse my response Regards, I [redacted]
Will not quit calling, texting or emailing even though I have asked them multiple timesI've blocked several numbers of theirs but they just call on another numberNever had any dealings with this company other tha them trying to push their product on meThey wont take no and I'm sick of them calling every week or two
Complaint: I am rejecting this response because: I am not satisfied with this responseI want my site taken down completely so that no one is able to view it or book appointments through the mindbody software effective 10/I want a refund of $I set up forms on this site to notify clients of my policies, specifically my no refund policyThese forms were not shown to my client and when she asked for a refund I gave her money backBecause this software has failed to do what I was told it would do, and that I had a reasonable expectation that it would do I want to be reimbursed the $by mindbodySince there has not been one month where the software has worked properly and I have spent many hours of my time not only on the lengthy set up process but also on fixing, or attempting to fix problems created by mindbody I would like my last two payments of $refundedIf I pay for something I have a reasonable expectation that it will workIf I take money from a client I then do the work we agreed uponIf I had bought a product in a store and the product did not work I should have the ability to return the product for a refundThat is what I wantA refund for a product that does not workLast week (Friday October 30th) I emailed mindbody asking them to cancel my account and take the software downI took all the links off my website and cleared my clients appointments so that my clients would would stop receiving emails from them that stated inaccurate appointment timesI have not used this for scheduling in weeks because it is faulty and can not be trusted to be accurateToday (November 7th) I received an email stating that a new client had booked a massageThis was not a time I had planned on working and was about to leave the house when I saw the emailThis is not only inconvenience, it is unprofessionalI would prefer to not suffer one more month of bad surprisesI want them to take down my site completely, off the phone app off the mindbody end off whatever other places it could be lingering that I do not know about and make it so that no clients can schedule with me through them I have responded to the company's response below in blueBelow is an outline of the client and the experiences citedThe client mentioned a few times she was unhappy she had to make edits to the software to customize it, Yes after having spent at least one hour a week on the phone with your company for six months I think my expectation that the software would work correctly without me having to go in again and make changes to the things that should have been set up properly in the first place was completely reasonable was comp’d a little, escalated twice in technical support, had merchant fees refunded and ran sales outside of MINDBODY (did not have processing) Oh so glad you mentioned this, I forgot about the credit card fiascoMonthly charges starting from before I received a swiper or ran a credit cardThen when you sent me the first swiper and it did not work I called to complainYou sent a second swiper it too did not work and I was told "To find someone with an Iphone and try charging a dollar on my credit card using their phone to see if my phone was the problem" This is unacceptable We have provided $in compensation to dateYes you cut my bill in half for a few months after I got so fed up by the time I was wasting by calling in every week that I threatened to cancel my accountUnfortunately your software and customer service did not improve We also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policiesThese policies were not shown to my clients even though I specifically set them up to be shown to all clients I added this wording to my website after you failed to provide this information to my clients 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 themA receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seenNope this is not what I was toldI told the woman who was helping me through the setup, Katie Marie that I do not have a printer here and do not print receiptsWhy would it have been set up this way? The client should have received and email receipt after any purchaseOnce I cancelled my credit card processing part of this system I called to make sure that there was nothing else I needed to do to make things run smoothly (to avoid things like this happening) and was assured that my clients would in fact be shown these documents including my no refund policy Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $refund processed through the MINDBODY softwareThe client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/ 11/5/ Because her payment was run thorough square on her credit card hereI stopped using your system because it did not workWhy was she not shown my policies when she signed up? View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ to 11/5/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 subscriptionShe specifically requested that we DO NOT call, yep because every call to you has lasted a minimum of one hour, the last time I called in I was on the phone for two hours and my problems were still not resolvedWhy would I get on the phone with you again just so you can argue with me and continue to waste my time and not be helpful? which took longer to process as a result, but we logged 10/30/as the actual cancellation request dateOur terms of service require days written notice for a cancellation to take effect and as a result the charge of $on 10/30/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: Close date: 12/30/ 1/19/(ZD#2***98): Client contacted tech support due to website URL in autoemails populating not as she desired, she was deeply unhappy that support would not update the URL and she had to login and do itYes I gave you the correct information, you botched this and I had to fix it 5/5/(ZD#3067511) Client called in regarding mobile swiper not working on Moto X, tested device, no resolutionYes no resolution, no attempt to help me no offer of anything except that I should find another phone to useThis is unacceptable 5/12/ZD#3***9: Client speaks with Joe in Client Care Comped half off of May, June July & Aug bill ($190.00) 5/28/ZD#3***4 The client complains about problems she's been having with merchant processing, Jenna refunds$for processing fees 7/29/15: (ZD3288273) Client called tech support because of a double booked apptIn this email she states that she felt misled by sales & training Yes and yesYou told me that the software would work for my businessI had to change my pricing structure, create complicated, difficult to use systems that required multiple steps to check each client outI had to change the price of most clients sessions each time I checked them outYour tracking system did not work and each month your numbers were different from mineThis is basic math add money, subtract money but each week your numbers were off and that the software is complicatedShe does not request to cancel, but does ask for compensationCS escalations reaches out and the client responds 8/5/ 8/5/15: (ZD#3***73) 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." Yep if I had a time machine I would go back to March and say "cancel this Anne, this company only wants to take your money, things will not improve they are going to continue to lie to you" Escalations reach out from 8/to 8/before issue is resolvedChris O'Day in tech support confirms that the client did not receive an email confirmation of a consumer mode booking by [redacted] (consumer) because Dia was NOT opted into emails So let me get this straight, me, a massage therapist not a software engineer should have thought to ask while we were setting all this up "Ok now my customer will receive these emails right? And so will I, so that I know when a new appointment has been scheduled? Oh wait what are the chances they will click a little box to opt out of receiving emails than I will not get notified of new appointments because she is not getting these notifications" Whew glad I thought of that! Disaster avoided 8/12/(ZD# 3323510) the client emails a list of clients/appointments that she perceives to be incorrect in the softwareTech support approves the corrections to be made by an agent as of 8/ 8/26/(ZD#3364958): Now that's funny, your tech was able to go into my system and make changes yet when I ask you to take the site down completely you say it is "illegal" for you to touch my site? Which is it? Should I call the police fo rthis infraction? The client contacts tech support because she sees classes showing up, support responds with screenshot that they are no longer visible in consumer mode 10/1/2015: (ZD#3471616) The client is interested in liability waivers and also paying less than $a month and asks about ratesTech support 11/5/View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 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#34***75) 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/(ZD#35***12 originated in Billing, 35***13 another request to cancel sent to support, 35***35 another request to cancel sent to support, 35***31 another request to cancel sent to support, 35*** originated in Billing, 3472464 started 10/in support, SM called client 10/to discuss downgrading potentially, LVM) Client emails to cancel and requests a refund all on 10/ Anne Mccranie
Below is a recap of fees paid and refunds issued, attached is a list of premium service hours rendered12/8/(Month 1) Accelerate/Engage Monthly Subscription Fee- $paid (First Month Free promotion) JumpStart Site Setup Support $- this is a one time charge for a service that was utilized from 12/18/2015-1/26/as shown in the attached spreadsheet 1/8/(Month 2)Accelerate/Engage Monthly Subscription Fee $1/20/2016: Prorated Platinum Premium Service Monthly Subscription Fee $- prorated amount covered the service period from 1/19/2016-2/7/2016, this was required to provide the project management for the software conversion to MINDBODY from the previous software system utilized in the business 1/27/(Month - 2nd location)Ultimate Software Subscription Fee $- client added a second location to MINDBODY and used a First Month Free promotion 2/8/(Month 3) Accelerate/Engage Monthly Subscription Fee $Platinum Premium Service Monthly Subscription Fee $Total charges this month = $2/19/2016: Refund of $- for all fees paid on 2/8/ Overall, we provided hours of JumpStart Support, where we typically provide hours and hours of Premium Services support, which represents a hour and minute beyond what as paidThere was a total of days between when we received the data for the conversion process and when we completed the conversionAt the request of Firefly, we performed a client data only import, and brought additional records on a future dateDuring the conversion process Firefly decided to cancel servicesBy this time, all hours had been used including those paid for on 2/8/2016, which we refunded in an effort to compromise with the clientWe are truly sorry this product did not meet the customer's needs, and we will not be issuing an additional refund as services were filled in accordance with our terms of service for the product and premium servicesShould Firefly wish to return to MINDBODY, we will be happy to provide a free data conversion and try again Warm Regards, A [redacted] VP of Customer Service, MINDBODY Inc
Complaint: I am rejecting this response because: Credit with merchant services credit should be $ 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 $plus minimum statement fee of $They agreed to credit the pci non-compliance fees and the $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 complaintVerbally he would assure me of these credits in 3-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] ***
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 overThis 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!
MBO has been a very frustrating experiencei've had them over a year and there is a big disconnect within their softwarewhile 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 hrs on the phone with tech support (young people very helpful, everything is "awesome" when we fixed something) to reconcile my accountsi 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 timei spend MORE time sorting thru my clients visits I don't use their merchant processing- it takes BUSINESS DAYS to get accounts into bank , square is easier, and faster in the bankClients 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 acctson the MBO site, they would freak out that how in-accurate it isi always use my paper class cards for them to reference too system shows inaccurate reconciliations and won't let client buy packages without reconcillatiing endlesssucks 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 doMBO 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 managerBEWARE
Dear ***, and Revdex.com, We have the resolution of this complaint on record on Wednesday, October 8thChristopher Lorenzo contacted the client via email (attached)Elavon, the merchant processor had the wrong credentials resulting in a delay of fundsWe were contacted about this issue on 10/3/and funds were released afterWe received confirmation from Elavon, for a settlement totaling $11,which has been released as of 10/8/Funds were deposited to the bank account ending Because of this error we also compensated the processing fees totaling $Emails with the client and team members with MINDBODY and Elavon are attached showing this resolutionOnce agan, we apologize for the interruptions of fundsPlease contact MINDBODY Merchant Support if additional questions or concerns are unansweredWarm Regards, [redacted] ***Vice President, Customer Service
Complaint: I am rejecting this response because: I was contacted by [redacted] Hanson by email only and I responded to his request to set up a time to talk over the telephoneMy last email to [redacted] provided possible times for this phone meeting and was met without a respond on his end, not mineAttached is a copy of that email exchangeI have not received any phone messages from Mindbody in my voicemail or in my caller id log My requirements for scheduling are not extraordinaryMindbody's inability to meet these requirements as advertised was eventually documented as a bug or "Work Ticket" (W53210) which was still not fixed when I initiated the cancellation of my account on 5/8/I did not call "complaining" but simply to report and follow up on a legitimate and documented bug with their softwareIt is correct that Mindbody did not charge me for the months of June 2013-November However they have not "written off" all other charges nor have they "comp'd the client for all cost associated to the software not working how she expected," as stated in their responseI paid a total of $1,for their product in the form of monthly fees for the months of June 2012-May and then again from December 2013-April I have not yet been refunded this money, as Mindbody's response statesMy downgrading to the basic scheduling module was done by my own request when my business went from practitioners to practitionerThis had nothing to do with whether Mindbody could or could not support my scheduling needs It is simply the difference in cost for their product depending on the number of users and was not a courtesy provided by Mindbody The fact that Mindbody does not have a work ticket documenting my several calls requesting help and guidance in exporting client data is another testament to their poor service because several call were made to Mindbody regarding this issueThe link supplied in their current response directs me to FAQ sheets for data reportingI am currently unable to access these reports since I cancelled my subscriptionHowever, in preparation for canceling my subscription, I did utilize these FAQs and reports and was unable to export the following client data fields (email, birthdays (mm/dd/yyyy), referral source, email opt in and emergency contact information)They told me it would cost $to for rows and columns of data which I had hand entered into their systemAny ethical company should allow a user to export their own hand entered client data free of chargeThis is a matter of ethics and is not an unreasonable request/assumption In summary, Mindbody has done nothing to meet my requestsTheir response is lengthy but evades the heart of the issue(s), is full of inaccuracies and is insulting Regards, [redacted] ***
Complaint: I am rejecting this response because: In regards to this complaint I am currently working work MINDBODY to try and use the software as they refuse to give any of my money back I do believe the basis of the problem lies in their own lack of communication from the sales staff to anyone else I request that this claim be reopened until I feel that the situation has been resolved Again I insist that the months of compensation is just as I had already paid for months service that I was unaware of If they will actually compensate me for months of services I expect it to be in addition to that which I was already charged Regards, C [redacted]
Supervisors have regularly been involved in attempting resolutionWe will escalate once again to see what we can do to help this client as he's requested in the rejection I want to reiterate we are very concerned about the health of this relationship given the responses we've experienced over the phoneWe understand frustration, but we've also presented a willingness to help, have scheduled training, have 24xavailable technical support with our contact information displayed on both our website and support.mindbodyonline.com We ultimately want to move forward into a productive win-win relationshipIf that is not possible, we do recommend cancellation as a route to take Warm Regards, Annie
The details of the purchase and cancellation are belowMINDBODY requires 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 days of purchase The client received a promotional offer in which the first 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/- Purchase decision/sales close date; First bill at 50% off charged to card on file, $9/13/- 2nd month, $ 10/13/- 3rd month, $11/13/- 4th month, $12/8/- cancellation request date 12/13/- this bill would have been the full price of $as the client had not completed the tasks required for a free month, applying the day cancellation policy, we prorated the bill to $ Other timeline details: - In August, we attempted calling, emailing, and texting the client times to get scheduled for software training to help implement the productOn 8/26/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/ Since there is a day notice, we took the 12/as the request date and made the attrition date 1/7/2015- days outThe client is billed on the 13th so on 12/they received a prorated charge about $The software will be deactivated and account cancelled on 1/7/While MINDBODY doesn't provide refunds past days, we will be happy to offer a credit of the four months paid and the 5th partially paid month ($total) anytime in the next months, if the client would like to try to implement the product at a time she is more readyShe should reference this Revdex.com complaint and Annie Woo [email protected] 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
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 dateI recommend that you really work on training and your process over there!
Complaint: I am rejecting this response because: I will only agree that you refund one month AND DO not charge my card on 11/28/to have a complete resolution of this matter Regards, M [redacted] ***
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · normal;"> Voicemail on 4/26/followed by email · Voicemail on 5/3/followed by email On May 3rd, the client expressed not being interested in services, stating, “Thanks! I won’t be using that part of the service!” After that email, our sales rep replied the same day asking for feedback and again on June 20th to see if the client was reconsidering the decision made in MayThis totaled two emails and one phone call in two months after asking for feedback and interestOn May 3rd, our rep emailed: “MINDBODY is always trying to get a clear understanding as to why a client would elect out of a product that cost no money This allows us to rebuild and refine our product to the best we can offer to our clients.” On June 20th, our rep emailed: The last email stated, “Good day to you, I wanted to follow up with an email response I sent to you back in May that I have yet to hear back from you about Last we spoke you were interested in having an online presence to be able to sell your Deals through the MINDBODY app This is very easy to do, and does not cost you anything to be listed I am happy to schedule a time where we can go over any other questions you may have.” There were no email communications after thisIn reading the complaint, it is unclear if the client believes they were already on the Do Not Call Registry and whether or not they believe we violated those provisions of the Telemarketing Sales RuleBased on our records and in speaking the rep, while the client stated they were not interested, we do not have a record of them asking us to stop contacting themWe're sorry that our actions felt unprofessional and hope this response helps provide some clarity Our contact information is publicly listed as is my email address under the Revdex.com if direct communication is desired to help provide additional details so I can respond more fully Warm Regards, A [redacted] @mindbodyonline.com
I converted from another system, and in so doing spent a great deal of time with the sales person reviewing my complaints of my former system After exhaustive conversation, I was assured all of the issues I was having would not be an issue That has not been my experience Their credit swipers don't work at all They have no solutions for the vast majority of my complaints The system is not customizable in a lot of ways and they are just not willing or able to attempt to find a solution
We are sorry that you are not satisfied with your experience with MINDBODYWe investigated this issue and can confirm that your account was not canceled but rather suspended temporarily in September 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 operationDuring 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/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/call that you were closing your business permanentlyPlease 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 and December belowEmailcopies: J** Dec 29, 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 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!*** Sep 22, 201404:amThisemail serves as a confirmation of your software subscription suspensionPleaseretain 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 closedThe owner of the business must contactthe Merchant Accounts team directly to request the closure of your MerchantAccountIt’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 accountIf 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
I am performing an investigation to this case
In January, 2013, Michael Hanson called and emailed Mrs [redacted] to discuss this case with her and walk through the details of her complaintAs 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 " 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, in the amount of $3,in an effort to continue to provide good customer supportAfter 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 of the SSA, MINDBODY provides for dispute resolution through binding arbitration in San Luis Obispo County, CaliforniaAny such arbitration will be construed under the laws of the State of California with each party equally bearing all initial costs of the arbitration." There is nothing more that can be resolved through this channel for dispute resolution [redacted] CISO
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 $ If there is hardware you need to return, please contact [email protected] and cc ***[email protected] [redacted] Senior Director of Customer Service O: ###-###-#### C: ###-###-#### MINDBODY, Inc
Complaint: I am rejecting this response because: I have not received confirmation of a refund directly from MINDBODY, nor has there been a refund posted to my bank accountI have only received an email stating that a request to issue refund has been made but couldn't be guaranteedOnce I have received confirmation of a refund from MINDBODY, or I see that funds have been posted to my bank account, I will gladly reverse my response Regards, I [redacted]
Will not quit calling, texting or emailing even though I have asked them multiple timesI've blocked several numbers of theirs but they just call on another numberNever had any dealings with this company other tha them trying to push their product on meThey wont take no and I'm sick of them calling every week or two
Complaint: I am rejecting this response because: I am not satisfied with this responseI want my site taken down completely so that no one is able to view it or book appointments through the mindbody software effective 10/I want a refund of $I set up forms on this site to notify clients of my policies, specifically my no refund policyThese forms were not shown to my client and when she asked for a refund I gave her money backBecause this software has failed to do what I was told it would do, and that I had a reasonable expectation that it would do I want to be reimbursed the $by mindbodySince there has not been one month where the software has worked properly and I have spent many hours of my time not only on the lengthy set up process but also on fixing, or attempting to fix problems created by mindbody I would like my last two payments of $refundedIf I pay for something I have a reasonable expectation that it will workIf I take money from a client I then do the work we agreed uponIf I had bought a product in a store and the product did not work I should have the ability to return the product for a refundThat is what I wantA refund for a product that does not workLast week (Friday October 30th) I emailed mindbody asking them to cancel my account and take the software downI took all the links off my website and cleared my clients appointments so that my clients would would stop receiving emails from them that stated inaccurate appointment timesI have not used this for scheduling in weeks because it is faulty and can not be trusted to be accurateToday (November 7th) I received an email stating that a new client had booked a massageThis was not a time I had planned on working and was about to leave the house when I saw the emailThis is not only inconvenience, it is unprofessionalI would prefer to not suffer one more month of bad surprisesI want them to take down my site completely, off the phone app off the mindbody end off whatever other places it could be lingering that I do not know about and make it so that no clients can schedule with me through them I have responded to the company's response below in blueBelow is an outline of the client and the experiences citedThe client mentioned a few times she was unhappy she had to make edits to the software to customize it, Yes after having spent at least one hour a week on the phone with your company for six months I think my expectation that the software would work correctly without me having to go in again and make changes to the things that should have been set up properly in the first place was completely reasonable was comp’d a little, escalated twice in technical support, had merchant fees refunded and ran sales outside of MINDBODY (did not have processing) Oh so glad you mentioned this, I forgot about the credit card fiascoMonthly charges starting from before I received a swiper or ran a credit cardThen when you sent me the first swiper and it did not work I called to complainYou sent a second swiper it too did not work and I was told "To find someone with an Iphone and try charging a dollar on my credit card using their phone to see if my phone was the problem" This is unacceptable We have provided $in compensation to dateYes you cut my bill in half for a few months after I got so fed up by the time I was wasting by calling in every week that I threatened to cancel my accountUnfortunately your software and customer service did not improve We also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policiesThese policies were not shown to my clients even though I specifically set them up to be shown to all clients I added this wording to my website after you failed to provide this information to my clients 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 themA receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seenNope this is not what I was toldI told the woman who was helping me through the setup, Katie Marie that I do not have a printer here and do not print receiptsWhy would it have been set up this way? The client should have received and email receipt after any purchaseOnce I cancelled my credit card processing part of this system I called to make sure that there was nothing else I needed to do to make things run smoothly (to avoid things like this happening) and was assured that my clients would in fact be shown these documents including my no refund policy Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $refund processed through the MINDBODY softwareThe client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/ 11/5/ Because her payment was run thorough square on her credit card hereI stopped using your system because it did not workWhy was she not shown my policies when she signed up? View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ to 11/5/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 subscriptionShe specifically requested that we DO NOT call, yep because every call to you has lasted a minimum of one hour, the last time I called in I was on the phone for two hours and my problems were still not resolvedWhy would I get on the phone with you again just so you can argue with me and continue to waste my time and not be helpful? which took longer to process as a result, but we logged 10/30/as the actual cancellation request dateOur terms of service require days written notice for a cancellation to take effect and as a result the charge of $on 10/30/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: Close date: 12/30/ 1/19/(ZD#2***98): Client contacted tech support due to website URL in autoemails populating not as she desired, she was deeply unhappy that support would not update the URL and she had to login and do itYes I gave you the correct information, you botched this and I had to fix it 5/5/(ZD#3067511) Client called in regarding mobile swiper not working on Moto X, tested device, no resolutionYes no resolution, no attempt to help me no offer of anything except that I should find another phone to useThis is unacceptable 5/12/ZD#3***9: Client speaks with Joe in Client Care Comped half off of May, June July & Aug bill ($190.00) 5/28/ZD#3***4 The client complains about problems she's been having with merchant processing, Jenna refunds$for processing fees 7/29/15: (ZD3288273) Client called tech support because of a double booked apptIn this email she states that she felt misled by sales & training Yes and yesYou told me that the software would work for my businessI had to change my pricing structure, create complicated, difficult to use systems that required multiple steps to check each client outI had to change the price of most clients sessions each time I checked them outYour tracking system did not work and each month your numbers were different from mineThis is basic math add money, subtract money but each week your numbers were off and that the software is complicatedShe does not request to cancel, but does ask for compensationCS escalations reaches out and the client responds 8/5/ 8/5/15: (ZD#3***73) 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." Yep if I had a time machine I would go back to March and say "cancel this Anne, this company only wants to take your money, things will not improve they are going to continue to lie to you" Escalations reach out from 8/to 8/before issue is resolvedChris O'Day in tech support confirms that the client did not receive an email confirmation of a consumer mode booking by [redacted] (consumer) because Dia was NOT opted into emails So let me get this straight, me, a massage therapist not a software engineer should have thought to ask while we were setting all this up "Ok now my customer will receive these emails right? And so will I, so that I know when a new appointment has been scheduled? Oh wait what are the chances they will click a little box to opt out of receiving emails than I will not get notified of new appointments because she is not getting these notifications" Whew glad I thought of that! Disaster avoided 8/12/(ZD# 3323510) the client emails a list of clients/appointments that she perceives to be incorrect in the softwareTech support approves the corrections to be made by an agent as of 8/ 8/26/(ZD#3364958): Now that's funny, your tech was able to go into my system and make changes yet when I ask you to take the site down completely you say it is "illegal" for you to touch my site? Which is it? Should I call the police fo rthis infraction? The client contacts tech support because she sees classes showing up, support responds with screenshot that they are no longer visible in consumer mode 10/1/2015: (ZD#3471616) The client is interested in liability waivers and also paying less than $a month and asks about ratesTech support 11/5/View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 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#34***75) 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/(ZD#35***12 originated in Billing, 35***13 another request to cancel sent to support, 35***35 another request to cancel sent to support, 35***31 another request to cancel sent to support, 35*** originated in Billing, 3472464 started 10/in support, SM called client 10/to discuss downgrading potentially, LVM) Client emails to cancel and requests a refund all on 10/ Anne Mccranie