Thank you Darlene, We’ve reviewed our records and found that the first invoice was delayedWe charge $(USD) on 10/11/for a service period of 9/30/2016-10/29/The delay was due to an audit on our end not a credit card declineWhile we don’t have record of a decline on file, if a team member at MINDBODY told you that, we apologize for the misinformation providedThe second charge for $occurred 10/30/for the service period 10/30/2016-11/29/As you are located in Canada, we charge in USD and the discrepancy you see is due to the currency conversion from USD to CAD, which fluctuates dailyWe do not show any record of the client calling in and speaking with Billing specifically, however there is some communication with our onboarding team for initial software training, and then email communication with Client Care to process the cancellationThere is also a record of speaking to client care about the fees to gain clarity on 11/15/During this call, we noted that there was frustration about conversion from USD to CADOur Client Care team requested to waive the cancellation proration, which Billing implemented and the client was not charged beyond the 10/30/chargeWe have declined to provide a refund for previous paid months and still stand by this decision as it is in line with our terms of service available at www.mindbodyonline.com/terms-of-serviceThis also is visible upon first login to the MINDBODY product where agreement is collected from the client/end userWe definitely understand the frustration as other clients in Canada have recently expressed similar frustrations with the conversion rate and poor CAD performance latelyOur current rates listed on our website are in USD even when viewed in Canada and unless otherwise noted, we do not charge local currenciesWe’re sorry you felt you had to take to the Revdex.com, and want to reassure you that we are willing to communicate and work through issues – sometimes unfortunately it comes down to applying our policy and trying our best to explain what it is and why we have itWe wish you all the best in the future, and please don’t hesitate to reach out should you need further assistanceSincerely, A [redacted] ***, Senior Vice President, Customer Experience
Complaint: I am rejecting this response because:I have previously filed complaints with Revdex.com regarding Mindbody and our account after several weeks of trying to get this resolved on my ownOur complaint number The latest update, Mindbody emailed the download and instructions directly to me on 6/1/instead of Thomas at Stripe, which could result in PCI violationsAfter I received the emails, I forwarded them to Thomas at StripeThomas was unable to access the data and he and I have been trying to get in touch with A [redacted] as well as Client Support (where the emails regarding the download emails originated from) without any sort of reply or acknowledgementEmail copy from Stripe on 6/1/after I forwarded the emails to Thomas with Stripe- The following addresses are subscribed to this thread: [email protected], a***[email protected], [email protected] Hey everyone, A***/Mindbody: The flow that Mindbody is using to export card details means that the owner of the card details gets an email and has to download extremely sensitive information (card details) on their laptopThis is not the way most processors handle exports to Stripe or from StripeIt's also not the way that you (Mindbody) expect imports on your endWe've done a few imports from you recently and those have been quite problematic as the owner of the data would not know how to send it securely to us and would just forward emails with links and passwords in clear text directlyWould it be possible to work with your engineering team to find a flow that is more secure for everyone involved? It would be a great improvement if you could encrypt the file with our official PGP key [1] for security reasonsYou'd drop that file on your SFTP server and then provide me the credentials to access the file also encrypted with our PGP keyIf you don't have an SFTP server, I can give you a one-time access to oursI hope this helps but please do not hesitate to get back to me if you need more detailsAll the best, Thomas [1] https://stripe.com/docs/security/pgp-migration-key Email thread correspondence with Thomas from this morningThe following addresses are subscribed to this thread: [email protected], a***[email protected], [email protected] Hey K***, Unfortunately I have not heard anythingA [redacted] from Mindbody is on this email thread but hasn't responded to us yetYou will need to escalate to them and try to call someone else I thinkAll the best, Thomas Good Morning Thomas, I'm just checking in to see if you ever heard anything back from Mindbody? No one has responded to any of my emailsThis is getting so frustrating, the only time I can get them to respond to anything is when I make a report with the Revdex.comI really appreciate you being our advocate! K [redacted] On Jun 5, 11:33, Stripe Support wrote: Hey, Mindbody is on this email thread already so they got my answerI can only wait for them to reply to us on this email thread and clarify what's going onAll the best, Thomas Since, the only time we have received any sort of response is when we file an official complaint with Revdex.comI am under a deadline on getting my clients transitioned with a new management system and all of these issues have impacted our client care and has resulted in some loss of business due to scheduling and billing issuesBelow is the list of complaints and responses from MindbodyOn April 10th, I emailed Mindbody to cancel our branded app subscription as well as downgrade our client management subscription to the pro version at $instead of the ultimate at $My emails went unanswered as well as numerous phone messagesI finally spoke to someone towards the end of April and was told that the branded app was canceled and my subscription was downgraded and that on my next bill in May, I would be charged a pro rated fee of four days for the appOn May 6th my bank account was automatically debited $340, per my bill I was charged for the downgraded pro version at $125, plus previous ultimate subscription at $156, plus the branded app at $I called May 6th, 7th and 8th by phone and I kept getting bounced around to different departments only to receive prompts to leave voicemail messagesI finally got in touch with someone in the main office on May 8thI explained the situation and she in turn transferred me to someone in billingI explained the situation again and the response I got was "I don't know what happened"She then in turn said she had to transfer me to someone in subscriptionsI held for over minutes and had to repeat the situation again and again I got the response "I don't know how that happened"I asked to be refunded immediately for the overchargesI was told that they do not do refunds, but in my case they would allow itShe said but it could take over a month to receive a refund and it would be quicker to receive a credit on my next billI told her I did not agree with that practice, but I would take the creditI then told her I would like for all my clients billing account information to be sent to our new payment processorShe then told me they could not do thatI told her that I spoke to my processor and it can be done as long as it's from one processor to anotherShe put me on hold and then came back and said that they could do that, but it would cost me $for the export of my client informationMindbody response- Dear K***, Thank you for sharing your feedback with usI reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client careI agree with your assessment of the calls and transfers to resolveThis is not acceptable serviceReducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processesI say this only to iterate that we are taking action to correct, and and I agree that it's not okayIn regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securelyThe cost of the service is $and designed to ensure the safety of consumer informationThis additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this serviceThe $fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involvedAfter review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requestedWe will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request dateTo expedite this request, please email me directly at a***[email protected] when you’re ready to transition to another platformYour patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of thatOn behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the futureWarm Regards, A [redacted] Woo Senior Vice President, Customer Experience Email response from Stripe on 5/31/2017, after I inquired about the importHey everyone, K***: I haven't heard anything from Mindbody since May 18th when A [redacted] said she would add someone to the email threadA***: do you have an update on the state of this migration? All the best, Thomas A***'s response on 61/Thomas, I’m including [email protected] hereThey have been assisting someone on your team with the importIf you have any questions, please feel free to email us hereWe’re happy to assist with the transitionA [redacted] My Response to Revdex.com I am rejecting this response because: On May 18th I filed a complaint with Revdex.com regarding Mindbody and our accountI accepted the resolution of a refund and Mindbody exporting my client information directly to StripeI was also told in an email that I would be refunded the over-payment of chargesAs of today 5/31/I have not been refunded nor has Stripe received the import from MindbodyMindbody did not do as agreed to resolve this matterI have constantly emailed since this matter and have gotten the run around again and passed on to other departmentsAll email correspondences are available upon requestCopy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requestedWe will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request dateTo expedite this request, please email me directly at a***[email protected] when you’re ready to transition to another platformYour patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of thatOn behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future." I want my refund today as well as the import sent to StripeRegards, K [redacted] Piwko Their response- Dear K***, As communicated earlier by Charity in our billing department, the refund has been submittedI also have confirmation that the database back up request is initiated and on it's wayYou have my direct information and I've been responsive to emailsI understand the frustration and wanting the refund and database backup immediatelyAll things are in flight and you'll be on your way soonThank you again for your feedback, A [redacted] My response- Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12162130, and as long is they do what they say this time I will accept the response, however, their track record in the past has not been very reliableI also am not please with the time it took to get this resolved and the constant excuses on their end on why it's not getting done and their request for my patienceRegards, K [redacted] Piwko Email thread with Stripe after I received the first email from Bernard at [email protected] Hi Thomas, I received an email from Mindbody tech support and they are finally working on the export dataThey said I should receive an email early next week with the secure server login information to pass along to youI will keep you posted! Thanks so much for helping get this in motion! On Jun 1, 15:24, Stripe Support wrote: Hey everyone! I'm Thomas and I work on the migrations team here at StripeI'm helping K [redacted] Piwko on the migration of card details to StripeWe're now waiting to receive the data from you similarly to how we send encrypted card details to you whenever a user moves to your platformLet me know what you need from me on this to be able to move forwardAll the best, Thomas After the way Mindbody has handed this situation and others like it and can still maintain an A+ rating with Revdex.com is very alarmingI would like for someone to contact Thomas at Stripe and assist him with getting our information imported immediatelyAs Mindbody has put us on a deadline of how long we have to access the data as well as our impending cancellation with MindbodyAs per the numerous emails have stated, Thomas can be contacted via email at [email protected] is starting to impact our business operations and loss of clientele due to a smooth transition to a new providerIf this does not get resolved quickly we will have no choice but to result to legal action in order to recover our loss of incomeMindbody is a big company and may be able to do business this way, but we are notEven one client leaving us is detrimental to our business Regards, K [redacted] Piwko
Update to my case: UPDATE: In the letter from MINDBODY, Trish states that she has asked billing to COMPENSATE (make complimentary) my next invoice which is for $?This would make my claim reduced accordingly, to $
Dear T [redacted] , Thank you for your feedbackWe reviewed the short history of the account as it was only open for two weeks and while we did not find documentation supporting a promised refund of software fees if it did not fulfill the reason for purchase, we will process the refund as requested If you have any more details on this communication or how you came under this impression we would very much appreciate more feedback, as well as any other details on what the reason for purchase was that was not metI can be reached directly at [email protected] feedback will help us improve our sales and customer on-boarding processes if you're open to giving us that opportunityThank you again for your feedbackThe request for refund was submitted to our billing team today and should appear in the account from which you purchased within 5-daysSincerely, A [redacted] ***SVP, Customer Experience
Hello P [redacted] , Thank you very much for reaching out to our team.Please see the below timeline of events I was able to identify regarding this matter: February 4th- You connect with our team regarding declined transactionsOur team reaches out to your Merchant Processor to identify lack of functionality February 6th- You Live Chat with our team regarding declined transactionsOur team has asked you to connect with Merchant Support as you had chatted in with our Technical Support departmentFebruary 6th- Our team attempts to contact you with no luck February 6th- You spoke with our Merchant team and a new credit card swiper is ordered February 9th- A Supervisor reached out to you regarding experienceFebruary 22nd- You notify us that you have received the credit card swiper and it is still not functioning properly February 27th through March 8th - A [redacted] on our team connected with you regularly for consistent troubleshooting purposes I do agree that this may seem to be an excessive amount of troubleshooting and time spent identifying the issue however, when there is potentially a faulty credit card swiper there are multiple possible causes and our team does their best to pin point exactly what is happening I have received confirmation that the original refund request of $has been approved and processed as of yesterday March 22ndPer our Terms of Service all payments are non-refundable however, we have approved this request as a sign of good faithWe typically will see a refund in bank accounts within 7-business daysI have previously reached out earlier this week to coordinate a call to discuss the overall experience with our teamThis call is scheduled for Monday, March 26th at 2:pm PSTI look forward to speaking with you then.Best, [redacted] W
Thank you for the responseI have confirmed that the refund is approved and processed on our endThere is delays depending on the bank used Additionally, a recent change in process here requires our corporate controller to approve and process all refunds, which explains the disconnect in our response via the Revdex.com and the consumer's experience, however as stated, we are complying with the consumer's request and would have regardless as it was an error on our end that caused billing to go throughWe're sorry for dropping the ball on that, and please let us know if you need anything elseWe can be reached 24xat ###-###-####- notes are on the account for any agent that assists to know what has happened
Dear R [redacted] , The request to cancel your account is currently pendingWe emailed a response back on 1/9/to request verification on the account prior to processingPlease email your response as soon as possible to avoid additional chargesI've attached a copy of the response from our team requesting the necessary information to close the account so you can search your email and junk folders in case it was filtered outWe hope you are recovering well and wish you all the best.Sincerely, A [redacted] ***, SVP Customer Experience
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · 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 clarityOur 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 fullyWarm Regards, A [redacted] @mindbodyonline.com
Complaint: I am rejecting this response because:Hi ***,Thanks for taking the time to put that response together This has been really frustrating for everyone involved, as I'm sure you can tell, and I appreciate your involvement in trying to improve the situationObviously I would like to move forward with improving the relationship too – however, I was told I'd be receiving a follcall from Devin and to this date have received nothing (email or call) from neither Jen nor DevinI know it's the holidays and people are away/traveling but after the scope of problems and long-running frustrations with Mindbody customer service, being explicitly told to expect follow-ups and not receive them is maddeningI agree that nitpicking over records of call and supportlogs isn't constructive at this point, and the desired outcome is as follows:- We were told that with a change of ownership comes a free consultation service to make sure our system is set up correctlyWe did have an ownership change in August and have asked several times for this service now – we'd like to get this squared away ASAP There has been a lot of confusion about this, as Devin wasn't sure what we were talking about, and one of your customer service reps told Lauren that we would be eligible for an on-site visitIt seems to be a case of one hand not knowing what the other hand is doing, so we'd appreciate some clarity on whether this is actually a feature we can use or not- Regarding Blake, he did put me in touch with Reed on the dev team and Reed and I exchanged a few emailsHowever, having worked with devs before, they really aren't the right people to be handling customer service – Reed was helpful for a short period but we ultimately didn't resolve anything; Reed explained a few things about the technical incompatibilities with the old app and the problems debugging things in the backendFrankly, this shouldn't be a client's concern – we're not paying you guys to be patient and bear with bugs- Lack of callbacks – I get your points about trying to reduce wait times on the phone, and I do understand the purpose of a callback system, but to this date we have received no callbacks after requesting themWe are frustrated because we want the callback service to be a reliable tool for my staff, to reduce the amount of time they spend on the phone, and improve workplace efficiency, which has been hampered by the amount of time spent troubleshooting app problems Regards, [redacted] ***
Dear T***, I'm sorry for the experience you've received in attempting to cancel your Engage appI understand that there was a lackluster experience in trying to get it going let alone cancel the serviceWe want to keep you with us as a client and will be happy to discuss your refundi'm currently investigating with the team, and can assure you that in the meantime, a $credit was applied to your accountI will follow up with you via personal email to discuss the rest of the requested settlement and so you can have my direct contact informationFor the purpose of the Revdex.com response, I've added the timeline of contacts and outcomes with the Engage app productWarm Regards, A [redacted] ***VP, Customer ServiceMINDODY, Inc.Timeline:MINDBODY has record of sending her proofs of her app and app deployed using the process the Engage team has when there is no responseHer rep left MINDBODY, she said didn’t receive the emails with the proofs, but she did still express interest in December for the product as long as she could see it (“Ill have a look at it and we will go from there.”) Details: · CID 160112: DermaGlow Skin · Close Date - 05/02/· Engage Close Date – 07/07/· Engage welcome email – 07/28/· Follow up sent – 08/07/· Client responds with Logos – 08/07/· 08/31/– Mock up sent · 09/11/– Mock up sent again · 09/18/– No response, app submitted for deployment, no email was sent to client regarding launch · 12/16/– Client calls wanting to cancel the Engage but then wants to see the product before making a choiceShe is given the tools on how to DL it herself and Engage support reaches out to assist her with the app· 12/16/– Engage support reaches out to client· 01/08/– Client calls in believes she was given refund from finact, no notes in billings records · 01/21/- tech requested refund for app, client was unaware app was launched“She is very frustrated and would like to be refunded for the months she didn’t use the custom mobile appShe still wants to keep the app now that she knows about this.” · 02/08/– Client puts in day notice of cancellation of app · 03/05/– Client receives final bill for app, but it is not prorated, Elizabeth applies credit moving forward for the
Thank you for giving us an opportunity to clear up any confusion that may exist surrounding this matter Regarding the request to resolve the disputed amount of $9002: The Pilates Room Studio has been a client of MINDBODY for many years, and has agreed to pay for software services rendered on a per location per month basis Upon completion of the sales process, clients agree to and accept our general Terms of Service in which they agree to a month to month subscription payment, acknowledging that services can be terminated for cause (Section Term, Termination and Suspension): Termination for CauseMINDBODY may terminate this Agreement, effective immediately upon notice to you, if you or an Affiliate are in material breach of this AgreementIn the event of a termination pursuant to this Section 8.2, in addition to other amounts you may owe MINDBODY, you must immediately pay any unpaid Subscription Fees associated with the remainder of the Subscription TermIn no event will any termination relieve you of your obligation to pay any fees payable to MINDBODY for the period prior to the effective date of termination The $dollars in question is a result of a failure within the API gateway between MINDBODY and the Merchant Payment provider to settle transactions billed on the date indicated This was an issue we alerted The Pilates Room to, and after thorough research into the issue we agreed that we would provide The Pilates Room a refund for the amount in question On 9/19/we communicated this decision and approval to The Pilates Room providing them with a Payee setup form, requesting that the form be filled out and returned so we can process the refund On 10/16/2016, nearly days later, we received this form back from the client Once received, this form was sent to the appropriate department to begin the refund process, and at that time the Billing department informed that the Client had a significant past due balance, with some locations having not been paid for since May of On 10/27/we sent an email to the client notifying them of the unpaid balance with a complete invoice of services owed, advising them of an upcoming deduction in the amount owed On 10/28/the client responded via email indicating refusal to pay the amount owed due to the size of the balance On 11/2/2016, two days before the payment was set to process, the client again reiterated their refusal to accept this solution to the overdue balance On 11/3/we offered the client the option of accepting a reduced refund amount, using some of the refund to pay the overdue balance and bring the account currentThis email went unanswered until 11/17/despite multiple contact attempts to generate an amicable solution On 11/17/the client responded indicating that they would like to use the pending refund ($9002) to pay their past due balance through their termination date (Dec20th, 2016) and to be provided any remaining balance Due to the client's recent response, we are currently in the process of determining the total amount of software fees to collect through Dec20th, and will soon follow up with the client on the timing and amount of refund to be processed At no point during these events did we indicate to the client we would not pay her the approved refund, but rather wanted to ensure any overdue balances owed by the client would be recovered and reconciled Regarding the request to ensure a smooth transition to a new vendor: Upon receiving termination notice, clients have the option to complete an export of their client data which will aid in the movement to another electronic vendor The fee for said export is $per site In previous discussions regarding The Pilates Room's pending termination, we indicated that this fee would be waived in an effort to aid in a smooth transition On 11/21/the client notified us of their timeline and wishes for this client export to be ready on 12/14/ On 11/22/the client notified us of a change in the date for the export to 12/12/ After receiving the requested transfer dates, we have passed the request to the appropriate department and outreaches to conduct this work have been started Much like The Pilates Room, we are interested in seeing a smooth transition occur to their new chosen vendor, and as has been established, we are carrying out the right activities to do so Regarding allegation of abuse/discrimination of the client: There was not any abuse nor was there discrimination Regarding the routing of calls to S [redacted] : At MINDBODY we want to take care of our clients to the best of our ability with our larger clients being assigned Client Success Specialists S [redacted] functioned as the main point of contact for The Pilates Room as a way to ensure all calls and needs get addressed and routed properly This is a favorable method of interaction at MINDBODY as clients don't need to call into different numbers, but utilize one point of contact who can route all needs appropriately internally Regarding Termination of The Pilates Room: MINDBODY reserves the right to ensure maintenance of mutually beneficial relationships with our clients and can and will refuse service to those who exhibit behavior that is abusive or detrimental to business processes or relationships The Pilates Room has exhibited a history of causing business disruption through treating service representatives with disrespect, and attempting to circumvent business processes through manipulation and pitting cross functional team members against each otherAll of these activities are a drain on business resources, disruptive, and demonstrate a non-mutually beneficial relationship · On 2/23/2016, MINDBODY provided The Pilates Room days’ notice of pending account termination for the above mentioned disruptions· On 3/2/2016, MINDBODY receives a letter from The Pilates Room legal counsel requesting an additional months before termination to provide adequate time to off-board and find another vendor · On 3/6/2016, MINDBODY provides The Pilates Room legal counsel notice that we would delay the account termination until 5/23/to accommodate the extra time requested In addition we provided The Pilates Room an addendum to the standard Terms of Service, which if signed by the client, would allow her account to stay with MINDBODY The addendum specifically stated that behaviors such as those exhibited previously are not welcome, and if experienced again, would lead to final termination of the account · On 5/23/the addendum had not been signed by the client and sent back, and we began to process termination of The Pilates Room account· On 5/23/The Pilates Room protested the termination and we provided the client additional time to sign and send back the addendum, which finally occurred on 6/16/· On 8/15/2016, despite having signed the addendum agreeing to maintain strong vendor/client relations, The Pilates Room placed unrealistic demands regarding compensation and timeline for response upon MINDBODY while we were working to amicably find a solution to the failed settled transactions that took place in 4/17/· Further disruption to internal teams occurred, and it became clear that The Pilates Room had no interest in working with us as a mutually beneficial partner, and would continue to exhibit the same behavior that led to the initial instigation of their account termination· On 9/19/MINDBODY representatives had a phone call with The Pilates Room indicating that we intend on terminating their account due to the aforementioned issues It was noted that instead of providing only days’ notice, we would provide days (12/20/2016) to give the client time to find another vendor, and that we would waive the export fees for the client data We also indicated that the refund for the settled transaction issue which was previously approved will still get fulfilled, provided they fill out the appropriate payee form As has been demonstrated, we made a concerted effort to work with The Pilates Room, providing multiple opportunities and ample time/leniency to maintain a mutually beneficial relationship, one that would not be a drain on internal resources or that would result in manipulative and disrespectful behavior to internal team members We wish the best for The Pilates Room with their next vendor, but they are simply no longer the right client for MINDBODY Additional Comments: The Pilates Room Studios owner, Katia Green has had a history of abuse with MINDBODYShe has abused customer technical support staff repeatedly over the phone and infringed MINDBODY’s Community Forum guidelines; specifically: • “Spamming or posting the same thing over and over again will result in removal of those posts.” • “Personally attack othersRemember that calling someone names; including MINDBODY, isn’t constructive and it will not be tolerated.” We hope this detailed reply helps to provide clarity on the history of this account and what led to MINDBODY terminating the relationshipSincerely, A [redacted] ***VP Customer Service
Dear M***, We're sorry to hear the product did not meet your needsIn reviewing the account we see that you bought online on 9/28/and in NovemberWith the day notice policy that's outlined in our terms of service, the software will be active through 12/16/I can confirm that you spoke with JamieWe were not able to gather details for the reason for cancellation on the phone and applied our "no refund policy" in line with the terms of service, which we have agreement onTimeline:9/28/– Sale Closed Throughout October – No showed training webinars (ZD #4723721) 11/16/– Called to cancel (Day 50) Internal notes regarding cancellation: ZD #“Client requested a refund - she has signed the TOS and started setting up the siteI told her she would not be issued a refund and she became angryI also told her we require a day notice of cancellation and she started yellingShe asked to speak with a manager and I told her it would not be possible as the information would remain the sameShe said she will dispute any charges with her bank and spam media with my "name all over it" and disconnected the lineI was able to verify security on the account so I processed the cancellation.” It is accurate that the supervisor would have provided the same information however it is not good etiquette to ignore a client's request for a supervisorWe will work with that agent and remind our teams to follow through on those requestsThank you for your feedback, A [redacted] ***
Thank you Darlene, We’ve reviewed our records and found that the first invoice was delayedWe charge $(USD) on 10/11/for a service period of 9/30/2016-10/29/The delay was due to an audit on our end not a credit card declineWhile we don’t have record of a decline on file, if a team member at MINDBODY told you that, we apologize for the misinformation providedThe second charge for $occurred 10/30/for the service period 10/30/2016-11/29/As you are located in Canada, we charge in USD and the discrepancy you see is due to the currency conversion from USD to CAD, which fluctuates dailyWe do not show any record of the client calling in and speaking with Billing specifically, however there is some communication with our onboarding team for initial software training, and then email communication with Client Care to process the cancellationThere is also a record of speaking to client care about the fees to gain clarity on 11/15/During this call, we noted that there was frustration about conversion from USD to CADOur Client Care team requested to waive the cancellation proration, which Billing implemented and the client was not charged beyond the 10/30/chargeWe have declined to provide a refund for previous paid months and still stand by this decision as it is in line with our terms of service available at www.mindbodyonline.com/terms-of-serviceThis also is visible upon first login to the MINDBODY product where agreement is collected from the client/end userWe definitely understand the frustration as other clients in Canada have recently expressed similar frustrations with the conversion rate and poor CAD performance latelyOur current rates listed on our website are in USD even when viewed in Canada and unless otherwise noted, we do not charge local currenciesWe’re sorry you felt you had to take to the Revdex.com, and want to reassure you that we are willing to communicate and work through issues – sometimes unfortunately it comes down to applying our policy and trying our best to explain what it is and why we have itWe wish you all the best in the future, and please don’t hesitate to reach out should you need further assistanceSincerely, A [redacted] ***, Senior Vice President, Customer Experience
Complaint: I am rejecting this response because:I have previously filed complaints with Revdex.com regarding Mindbody and our account after several weeks of trying to get this resolved on my ownOur complaint number The latest update, Mindbody emailed the download and instructions directly to me on 6/1/instead of Thomas at Stripe, which could result in PCI violationsAfter I received the emails, I forwarded them to Thomas at StripeThomas was unable to access the data and he and I have been trying to get in touch with A [redacted] as well as Client Support (where the emails regarding the download emails originated from) without any sort of reply or acknowledgementEmail copy from Stripe on 6/1/after I forwarded the emails to Thomas with Stripe- The following addresses are subscribed to this thread: [email protected], a***[email protected], [email protected] Hey everyone, A***/Mindbody: The flow that Mindbody is using to export card details means that the owner of the card details gets an email and has to download extremely sensitive information (card details) on their laptopThis is not the way most processors handle exports to Stripe or from StripeIt's also not the way that you (Mindbody) expect imports on your endWe've done a few imports from you recently and those have been quite problematic as the owner of the data would not know how to send it securely to us and would just forward emails with links and passwords in clear text directlyWould it be possible to work with your engineering team to find a flow that is more secure for everyone involved? It would be a great improvement if you could encrypt the file with our official PGP key [1] for security reasonsYou'd drop that file on your SFTP server and then provide me the credentials to access the file also encrypted with our PGP keyIf you don't have an SFTP server, I can give you a one-time access to oursI hope this helps but please do not hesitate to get back to me if you need more detailsAll the best, Thomas [1] https://stripe.com/docs/security/pgp-migration-key Email thread correspondence with Thomas from this morningThe following addresses are subscribed to this thread: [email protected], a***[email protected], [email protected] Hey K***, Unfortunately I have not heard anythingA [redacted] from Mindbody is on this email thread but hasn't responded to us yetYou will need to escalate to them and try to call someone else I thinkAll the best, Thomas Good Morning Thomas, I'm just checking in to see if you ever heard anything back from Mindbody? No one has responded to any of my emailsThis is getting so frustrating, the only time I can get them to respond to anything is when I make a report with the Revdex.comI really appreciate you being our advocate! K [redacted] On Jun 5, 11:33, Stripe Support wrote: Hey, Mindbody is on this email thread already so they got my answerI can only wait for them to reply to us on this email thread and clarify what's going onAll the best, Thomas Since, the only time we have received any sort of response is when we file an official complaint with Revdex.comI am under a deadline on getting my clients transitioned with a new management system and all of these issues have impacted our client care and has resulted in some loss of business due to scheduling and billing issuesBelow is the list of complaints and responses from MindbodyOn April 10th, I emailed Mindbody to cancel our branded app subscription as well as downgrade our client management subscription to the pro version at $instead of the ultimate at $My emails went unanswered as well as numerous phone messagesI finally spoke to someone towards the end of April and was told that the branded app was canceled and my subscription was downgraded and that on my next bill in May, I would be charged a pro rated fee of four days for the appOn May 6th my bank account was automatically debited $340, per my bill I was charged for the downgraded pro version at $125, plus previous ultimate subscription at $156, plus the branded app at $I called May 6th, 7th and 8th by phone and I kept getting bounced around to different departments only to receive prompts to leave voicemail messagesI finally got in touch with someone in the main office on May 8thI explained the situation and she in turn transferred me to someone in billingI explained the situation again and the response I got was "I don't know what happened"She then in turn said she had to transfer me to someone in subscriptionsI held for over minutes and had to repeat the situation again and again I got the response "I don't know how that happened"I asked to be refunded immediately for the overchargesI was told that they do not do refunds, but in my case they would allow itShe said but it could take over a month to receive a refund and it would be quicker to receive a credit on my next billI told her I did not agree with that practice, but I would take the creditI then told her I would like for all my clients billing account information to be sent to our new payment processorShe then told me they could not do thatI told her that I spoke to my processor and it can be done as long as it's from one processor to anotherShe put me on hold and then came back and said that they could do that, but it would cost me $for the export of my client informationMindbody response- Dear K***, Thank you for sharing your feedback with usI reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client careI agree with your assessment of the calls and transfers to resolveThis is not acceptable serviceReducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processesI say this only to iterate that we are taking action to correct, and and I agree that it's not okayIn regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securelyThe cost of the service is $and designed to ensure the safety of consumer informationThis additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this serviceThe $fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involvedAfter review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requestedWe will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request dateTo expedite this request, please email me directly at a***[email protected] when you’re ready to transition to another platformYour patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of thatOn behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the futureWarm Regards, A [redacted] Woo Senior Vice President, Customer Experience Email response from Stripe on 5/31/2017, after I inquired about the importHey everyone, K***: I haven't heard anything from Mindbody since May 18th when A [redacted] said she would add someone to the email threadA***: do you have an update on the state of this migration? All the best, Thomas A***'s response on 61/Thomas, I’m including [email protected] hereThey have been assisting someone on your team with the importIf you have any questions, please feel free to email us hereWe’re happy to assist with the transitionA [redacted] My Response to Revdex.com I am rejecting this response because: On May 18th I filed a complaint with Revdex.com regarding Mindbody and our accountI accepted the resolution of a refund and Mindbody exporting my client information directly to StripeI was also told in an email that I would be refunded the over-payment of chargesAs of today 5/31/I have not been refunded nor has Stripe received the import from MindbodyMindbody did not do as agreed to resolve this matterI have constantly emailed since this matter and have gotten the run around again and passed on to other departmentsAll email correspondences are available upon requestCopy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requestedWe will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request dateTo expedite this request, please email me directly at a***[email protected] when you’re ready to transition to another platformYour patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of thatOn behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future." I want my refund today as well as the import sent to StripeRegards, K [redacted] Piwko Their response- Dear K***, As communicated earlier by Charity in our billing department, the refund has been submittedI also have confirmation that the database back up request is initiated and on it's wayYou have my direct information and I've been responsive to emailsI understand the frustration and wanting the refund and database backup immediatelyAll things are in flight and you'll be on your way soonThank you again for your feedback, A [redacted] My response- Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12162130, and as long is they do what they say this time I will accept the response, however, their track record in the past has not been very reliableI also am not please with the time it took to get this resolved and the constant excuses on their end on why it's not getting done and their request for my patienceRegards, K [redacted] Piwko Email thread with Stripe after I received the first email from Bernard at [email protected] Hi Thomas, I received an email from Mindbody tech support and they are finally working on the export dataThey said I should receive an email early next week with the secure server login information to pass along to youI will keep you posted! Thanks so much for helping get this in motion! On Jun 1, 15:24, Stripe Support wrote: Hey everyone! I'm Thomas and I work on the migrations team here at StripeI'm helping K [redacted] Piwko on the migration of card details to StripeWe're now waiting to receive the data from you similarly to how we send encrypted card details to you whenever a user moves to your platformLet me know what you need from me on this to be able to move forwardAll the best, Thomas After the way Mindbody has handed this situation and others like it and can still maintain an A+ rating with Revdex.com is very alarmingI would like for someone to contact Thomas at Stripe and assist him with getting our information imported immediatelyAs Mindbody has put us on a deadline of how long we have to access the data as well as our impending cancellation with MindbodyAs per the numerous emails have stated, Thomas can be contacted via email at [email protected] is starting to impact our business operations and loss of clientele due to a smooth transition to a new providerIf this does not get resolved quickly we will have no choice but to result to legal action in order to recover our loss of incomeMindbody is a big company and may be able to do business this way, but we are notEven one client leaving us is detrimental to our business Regards, K [redacted] Piwko
Update to my case: UPDATE: In the letter from MINDBODY, Trish states that she has asked billing to COMPENSATE (make complimentary) my next invoice which is for $?This would make my claim reduced accordingly, to $
Dear T [redacted] , Thank you for your feedbackWe reviewed the short history of the account as it was only open for two weeks and while we did not find documentation supporting a promised refund of software fees if it did not fulfill the reason for purchase, we will process the refund as requested If you have any more details on this communication or how you came under this impression we would very much appreciate more feedback, as well as any other details on what the reason for purchase was that was not metI can be reached directly at [email protected] feedback will help us improve our sales and customer on-boarding processes if you're open to giving us that opportunityThank you again for your feedbackThe request for refund was submitted to our billing team today and should appear in the account from which you purchased within 5-daysSincerely, A [redacted] ***SVP, Customer Experience
Hello P [redacted] , Thank you very much for reaching out to our team.Please see the below timeline of events I was able to identify regarding this matter: February 4th- You connect with our team regarding declined transactionsOur team reaches out to your Merchant Processor to identify lack of functionality February 6th- You Live Chat with our team regarding declined transactionsOur team has asked you to connect with Merchant Support as you had chatted in with our Technical Support departmentFebruary 6th- Our team attempts to contact you with no luck February 6th- You spoke with our Merchant team and a new credit card swiper is ordered February 9th- A Supervisor reached out to you regarding experienceFebruary 22nd- You notify us that you have received the credit card swiper and it is still not functioning properly February 27th through March 8th - A [redacted] on our team connected with you regularly for consistent troubleshooting purposes I do agree that this may seem to be an excessive amount of troubleshooting and time spent identifying the issue however, when there is potentially a faulty credit card swiper there are multiple possible causes and our team does their best to pin point exactly what is happening I have received confirmation that the original refund request of $has been approved and processed as of yesterday March 22ndPer our Terms of Service all payments are non-refundable however, we have approved this request as a sign of good faithWe typically will see a refund in bank accounts within 7-business daysI have previously reached out earlier this week to coordinate a call to discuss the overall experience with our teamThis call is scheduled for Monday, March 26th at 2:pm PSTI look forward to speaking with you then.Best, [redacted] W
Thank you for the responseI have confirmed that the refund is approved and processed on our endThere is delays depending on the bank used Additionally, a recent change in process here requires our corporate controller to approve and process all refunds, which explains the disconnect in our response via the Revdex.com and the consumer's experience, however as stated, we are complying with the consumer's request and would have regardless as it was an error on our end that caused billing to go throughWe're sorry for dropping the ball on that, and please let us know if you need anything elseWe can be reached 24xat ###-###-####- notes are on the account for any agent that assists to know what has happened
Dear R [redacted] , The request to cancel your account is currently pendingWe emailed a response back on 1/9/to request verification on the account prior to processingPlease email your response as soon as possible to avoid additional chargesI've attached a copy of the response from our team requesting the necessary information to close the account so you can search your email and junk folders in case it was filtered outWe hope you are recovering well and wish you all the best.Sincerely, A [redacted] ***, SVP Customer Experience
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · 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 clarityOur 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 fullyWarm Regards, A [redacted] @mindbodyonline.com
Complaint: I am rejecting this response because:Hi ***,Thanks for taking the time to put that response together This has been really frustrating for everyone involved, as I'm sure you can tell, and I appreciate your involvement in trying to improve the situationObviously I would like to move forward with improving the relationship too – however, I was told I'd be receiving a follcall from Devin and to this date have received nothing (email or call) from neither Jen nor DevinI know it's the holidays and people are away/traveling but after the scope of problems and long-running frustrations with Mindbody customer service, being explicitly told to expect follow-ups and not receive them is maddeningI agree that nitpicking over records of call and supportlogs isn't constructive at this point, and the desired outcome is as follows:- We were told that with a change of ownership comes a free consultation service to make sure our system is set up correctlyWe did have an ownership change in August and have asked several times for this service now – we'd like to get this squared away ASAP There has been a lot of confusion about this, as Devin wasn't sure what we were talking about, and one of your customer service reps told Lauren that we would be eligible for an on-site visitIt seems to be a case of one hand not knowing what the other hand is doing, so we'd appreciate some clarity on whether this is actually a feature we can use or not- Regarding Blake, he did put me in touch with Reed on the dev team and Reed and I exchanged a few emailsHowever, having worked with devs before, they really aren't the right people to be handling customer service – Reed was helpful for a short period but we ultimately didn't resolve anything; Reed explained a few things about the technical incompatibilities with the old app and the problems debugging things in the backendFrankly, this shouldn't be a client's concern – we're not paying you guys to be patient and bear with bugs- Lack of callbacks – I get your points about trying to reduce wait times on the phone, and I do understand the purpose of a callback system, but to this date we have received no callbacks after requesting themWe are frustrated because we want the callback service to be a reliable tool for my staff, to reduce the amount of time they spend on the phone, and improve workplace efficiency, which has been hampered by the amount of time spent troubleshooting app problems Regards, [redacted] ***
Dear T***, I'm sorry for the experience you've received in attempting to cancel your Engage appI understand that there was a lackluster experience in trying to get it going let alone cancel the serviceWe want to keep you with us as a client and will be happy to discuss your refundi'm currently investigating with the team, and can assure you that in the meantime, a $credit was applied to your accountI will follow up with you via personal email to discuss the rest of the requested settlement and so you can have my direct contact informationFor the purpose of the Revdex.com response, I've added the timeline of contacts and outcomes with the Engage app productWarm Regards, A [redacted] ***VP, Customer ServiceMINDODY, Inc.Timeline:MINDBODY has record of sending her proofs of her app and app deployed using the process the Engage team has when there is no responseHer rep left MINDBODY, she said didn’t receive the emails with the proofs, but she did still express interest in December for the product as long as she could see it (“Ill have a look at it and we will go from there.”) Details: · CID 160112: DermaGlow Skin · Close Date - 05/02/· Engage Close Date – 07/07/· Engage welcome email – 07/28/· Follow up sent – 08/07/· Client responds with Logos – 08/07/· 08/31/– Mock up sent · 09/11/– Mock up sent again · 09/18/– No response, app submitted for deployment, no email was sent to client regarding launch · 12/16/– Client calls wanting to cancel the Engage but then wants to see the product before making a choiceShe is given the tools on how to DL it herself and Engage support reaches out to assist her with the app· 12/16/– Engage support reaches out to client· 01/08/– Client calls in believes she was given refund from finact, no notes in billings records · 01/21/- tech requested refund for app, client was unaware app was launched“She is very frustrated and would like to be refunded for the months she didn’t use the custom mobile appShe still wants to keep the app now that she knows about this.” · 02/08/– Client puts in day notice of cancellation of app · 03/05/– Client receives final bill for app, but it is not prorated, Elizabeth applies credit moving forward for the
Thank you for giving us an opportunity to clear up any confusion that may exist surrounding this matter Regarding the request to resolve the disputed amount of $9002: The Pilates Room Studio has been a client of MINDBODY for many years, and has agreed to pay for software services rendered on a per location per month basis Upon completion of the sales process, clients agree to and accept our general Terms of Service in which they agree to a month to month subscription payment, acknowledging that services can be terminated for cause (Section Term, Termination and Suspension): Termination for CauseMINDBODY may terminate this Agreement, effective immediately upon notice to you, if you or an Affiliate are in material breach of this AgreementIn the event of a termination pursuant to this Section 8.2, in addition to other amounts you may owe MINDBODY, you must immediately pay any unpaid Subscription Fees associated with the remainder of the Subscription TermIn no event will any termination relieve you of your obligation to pay any fees payable to MINDBODY for the period prior to the effective date of termination The $dollars in question is a result of a failure within the API gateway between MINDBODY and the Merchant Payment provider to settle transactions billed on the date indicated This was an issue we alerted The Pilates Room to, and after thorough research into the issue we agreed that we would provide The Pilates Room a refund for the amount in question On 9/19/we communicated this decision and approval to The Pilates Room providing them with a Payee setup form, requesting that the form be filled out and returned so we can process the refund On 10/16/2016, nearly days later, we received this form back from the client Once received, this form was sent to the appropriate department to begin the refund process, and at that time the Billing department informed that the Client had a significant past due balance, with some locations having not been paid for since May of On 10/27/we sent an email to the client notifying them of the unpaid balance with a complete invoice of services owed, advising them of an upcoming deduction in the amount owed On 10/28/the client responded via email indicating refusal to pay the amount owed due to the size of the balance On 11/2/2016, two days before the payment was set to process, the client again reiterated their refusal to accept this solution to the overdue balance On 11/3/we offered the client the option of accepting a reduced refund amount, using some of the refund to pay the overdue balance and bring the account currentThis email went unanswered until 11/17/despite multiple contact attempts to generate an amicable solution On 11/17/the client responded indicating that they would like to use the pending refund ($9002) to pay their past due balance through their termination date (Dec20th, 2016) and to be provided any remaining balance Due to the client's recent response, we are currently in the process of determining the total amount of software fees to collect through Dec20th, and will soon follow up with the client on the timing and amount of refund to be processed At no point during these events did we indicate to the client we would not pay her the approved refund, but rather wanted to ensure any overdue balances owed by the client would be recovered and reconciled Regarding the request to ensure a smooth transition to a new vendor: Upon receiving termination notice, clients have the option to complete an export of their client data which will aid in the movement to another electronic vendor The fee for said export is $per site In previous discussions regarding The Pilates Room's pending termination, we indicated that this fee would be waived in an effort to aid in a smooth transition On 11/21/the client notified us of their timeline and wishes for this client export to be ready on 12/14/ On 11/22/the client notified us of a change in the date for the export to 12/12/ After receiving the requested transfer dates, we have passed the request to the appropriate department and outreaches to conduct this work have been started Much like The Pilates Room, we are interested in seeing a smooth transition occur to their new chosen vendor, and as has been established, we are carrying out the right activities to do so Regarding allegation of abuse/discrimination of the client: There was not any abuse nor was there discrimination Regarding the routing of calls to S [redacted] : At MINDBODY we want to take care of our clients to the best of our ability with our larger clients being assigned Client Success Specialists S [redacted] functioned as the main point of contact for The Pilates Room as a way to ensure all calls and needs get addressed and routed properly This is a favorable method of interaction at MINDBODY as clients don't need to call into different numbers, but utilize one point of contact who can route all needs appropriately internally Regarding Termination of The Pilates Room: MINDBODY reserves the right to ensure maintenance of mutually beneficial relationships with our clients and can and will refuse service to those who exhibit behavior that is abusive or detrimental to business processes or relationships The Pilates Room has exhibited a history of causing business disruption through treating service representatives with disrespect, and attempting to circumvent business processes through manipulation and pitting cross functional team members against each otherAll of these activities are a drain on business resources, disruptive, and demonstrate a non-mutually beneficial relationship · On 2/23/2016, MINDBODY provided The Pilates Room days’ notice of pending account termination for the above mentioned disruptions· On 3/2/2016, MINDBODY receives a letter from The Pilates Room legal counsel requesting an additional months before termination to provide adequate time to off-board and find another vendor · On 3/6/2016, MINDBODY provides The Pilates Room legal counsel notice that we would delay the account termination until 5/23/to accommodate the extra time requested In addition we provided The Pilates Room an addendum to the standard Terms of Service, which if signed by the client, would allow her account to stay with MINDBODY The addendum specifically stated that behaviors such as those exhibited previously are not welcome, and if experienced again, would lead to final termination of the account · On 5/23/the addendum had not been signed by the client and sent back, and we began to process termination of The Pilates Room account· On 5/23/The Pilates Room protested the termination and we provided the client additional time to sign and send back the addendum, which finally occurred on 6/16/· On 8/15/2016, despite having signed the addendum agreeing to maintain strong vendor/client relations, The Pilates Room placed unrealistic demands regarding compensation and timeline for response upon MINDBODY while we were working to amicably find a solution to the failed settled transactions that took place in 4/17/· Further disruption to internal teams occurred, and it became clear that The Pilates Room had no interest in working with us as a mutually beneficial partner, and would continue to exhibit the same behavior that led to the initial instigation of their account termination· On 9/19/MINDBODY representatives had a phone call with The Pilates Room indicating that we intend on terminating their account due to the aforementioned issues It was noted that instead of providing only days’ notice, we would provide days (12/20/2016) to give the client time to find another vendor, and that we would waive the export fees for the client data We also indicated that the refund for the settled transaction issue which was previously approved will still get fulfilled, provided they fill out the appropriate payee form As has been demonstrated, we made a concerted effort to work with The Pilates Room, providing multiple opportunities and ample time/leniency to maintain a mutually beneficial relationship, one that would not be a drain on internal resources or that would result in manipulative and disrespectful behavior to internal team members We wish the best for The Pilates Room with their next vendor, but they are simply no longer the right client for MINDBODY Additional Comments: The Pilates Room Studios owner, Katia Green has had a history of abuse with MINDBODYShe has abused customer technical support staff repeatedly over the phone and infringed MINDBODY’s Community Forum guidelines; specifically: • “Spamming or posting the same thing over and over again will result in removal of those posts.” • “Personally attack othersRemember that calling someone names; including MINDBODY, isn’t constructive and it will not be tolerated.” We hope this detailed reply helps to provide clarity on the history of this account and what led to MINDBODY terminating the relationshipSincerely, A [redacted] ***VP Customer Service
Dear M***, We're sorry to hear the product did not meet your needsIn reviewing the account we see that you bought online on 9/28/and in NovemberWith the day notice policy that's outlined in our terms of service, the software will be active through 12/16/I can confirm that you spoke with JamieWe were not able to gather details for the reason for cancellation on the phone and applied our "no refund policy" in line with the terms of service, which we have agreement onTimeline:9/28/– Sale Closed Throughout October – No showed training webinars (ZD #4723721) 11/16/– Called to cancel (Day 50) Internal notes regarding cancellation: ZD #“Client requested a refund - she has signed the TOS and started setting up the siteI told her she would not be issued a refund and she became angryI also told her we require a day notice of cancellation and she started yellingShe asked to speak with a manager and I told her it would not be possible as the information would remain the sameShe said she will dispute any charges with her bank and spam media with my "name all over it" and disconnected the lineI was able to verify security on the account so I processed the cancellation.” It is accurate that the supervisor would have provided the same information however it is not good etiquette to ignore a client's request for a supervisorWe will work with that agent and remind our teams to follow through on those requestsThank you for your feedback, A [redacted] ***