In reviewing the customer contact records and discussing with team members involved, the expectation was set with the client that the on boarding would be complete within two weeks of when the data was received by MINDBODY, not two weeks of when the sale was madeWe were within this timeframe when the client canceledSome additional clarity around the new items in the response: Difficulty receiving data: According to our team members, the manager of the business (Dario) was not able to provide us with the needed data exports from their old softwareFor that reason, our team ended up doing what was essentially an export assist via a remote computer sharing tool to get their site build completed, logging into their old software and taking screen snapshots of necessary dataIn hindsight, this should have been a red flag for us that perhaps the JumpStart process was not the right way to onboard this client, but we did communicate this to themMissing product information: The main data conversion was completed on a Monday, and the remainder of their products were imported on the Wednesday following – in total daysThe client cancelled on the day the conversion was completed The hours outlined in the attached spreadsheet that are noted as "Extraneous Time" are directly correlated with the time spent manually extracting said data from the client's old software systemThis work not only falls outside the scope of the Jumpstart services & conversion for which the client had paid, but also stands as the primary reason for why the customer feels we did not deliver a finished product on timeIn reality, we can’t complete the work if we don’t have the required information to do the workIssues with non-functioning POS hardware: The client declined to purchase hardware from MINDBODY and instead asked us to support their own hardwareOur policies clearly state that we do not support hardware not purchased through MINDBODYOur prices include installation and troubleshooting support for specific hardware products and we have no way to identify if products purchased outside of MINDBODY will function in the same wayAs a result, we are limited in our troubleshooting or and ability to replace faulty equipmentNon-readiness on go-live date: On the go-live data, the owner said “none of my stuff was set up”What actually went wrong on this day was that the client decided to install Internet Explorer to support receipt printing, and IE crashed during the receipt printing processDario explained that when another team member tried to use it to check out his client, the system froze and failed to complete the checkoutThis turns out to be related to IE and Java conflicting during the automatically print featureDario refused to purchase our hardware and struggled to get any of his hardware to work and since tech doesn’t support nhardware setup, he was frustrated with our lack of support for his financial decisionThe automatically print feature did successfully print the receipt to his excitement but IE froze immediately afterwardIndicating a java/IE issue not a MB errorFrom everything we can see, expectations were communicated to the client and we met the expectations we communicated, but it seems as though the client’s perception differsIt is very disappointing that we were so close to finishing when the customer cancelled and despite the effort both groups put in to the transition from the old software to MINDBODYAt the end of the day we recognized everyone’s effort and decided to cut the losses down the middle by refunding half to the fees paidThis seems like a fair decision and if the client wishes to give it another try, we can reactivate the site that was already built and move forward again.We are happy to discuss the decision in more detail if the client wishes to work with us outside of the Revdex.com system
Complaint: I am rejecting this response because:I appreciate your process, but feel that the change was made unilaterally stillI apologize for not reading deeply into your email, but am still a dissatisfied customer and am disappointed in your standpoint over $I will be sure to provide negative response about your company as broadly as possible as a resultI hope you understand that impact Regards, M [redacted]
In reviewing the rejection and ticket history, MINDBODY is choosing to stand by the actions taken resolve issues reported and described in our previous responseWith $provided toward subscription and merchant account processing fees to date we have shown a willingness to work with the customer while providing compensation to recognize the time investment the customer complained about.As stated in our terms of service acknowledged and electronically signed by the client:Cancellation and Refund PolicyIf for any reason our services do not meet your needs, let us know within days of your purchase and we will issue you a refund.Cancellation and Refund YOU shall have thirty (30) days from the date of purchase to determine whether the Purchased Services do not meet YOUR needsIf the Purchased Services do not meet YOUR needs, then YOU must notify MINDBODY in writing within thirty (30) days after the Effective Date that YOU wish to terminate the Purchased Services and receive a refund of the corresponding subscription fees paid by YOU, less the cost of any Services provided prior to such cancellation based on MINDBODY's subscription fees in effect at the time of such cancellation.We are sorry things did not work out and wish the client the best in finding a solution that meets her business needs
Thank you G***, We have received previous communication from you and prior notice that you intended to file a Revdex.com complaint for the requested resolutionWe are currently processing your cancellation request in line with our terms of serviceUnfortunately the wait times have been longer than desired with the holidays in December, and January being the busiest month for most wellness businessesWe're sorry you had to experience that and want to reassure you that we have your request and will process it according to the request date of 12/29/2016.MINDBODY is a PCI DSS compliant company and is required to protect cardholder informationThis is a benefit to your business because once an export is requested which requires we un-encrypt credit card data and send to you for another service provider to import, the liability of that data shifts to youWe want to ensure that your customers data is protected to the greatest extent possibleThe $fee covers our cost in extracting and sending the information securely to you, and so there is value in that service and peace of mind that credit cards will not fall into the wrong handsThe effort and technology required to un-encrypt and send cardholder data, and therefore the cost, is the same whether client record or client recordsI understand it's frustrating especially when cancelling an account and I hope this helps to clarify more why there is a fee associatedFrom your email communications previously, you mentioned you have only client recordsIf you do not wish to pay the fee, then the altnerative is asking for those credit card numbers againNot ideal from a customer experience perspective, but you would avoid the fee if that's the only reason you need the full backup.I also recommend checking the Visa Global Registry of Service Providers to ensure your next provider is PCI DSS compliantIf not, liability of cardholder information stored in their product may also rest on you as the business ownerYou can find the list at http://www.visa.com/splisting/searchGrsp.doThe fee is briefly described in our terms of service in section at www.mindbodyonline.com/terms-of-serviceI've copied and pasted it at the end of this response for convenienceRegarding your request to keep monthly software fees the same, I can see from our records that you requested a downgrade on your subscription level to maintain feesThat is definitely okay to do and our Client Care team has that request on file.Sincerely, A [redacted] ***, SVP Customer Experience Upon request by you within thirty (30) days following termination of this Agreement, and provided that you have paid MINDBODY all amounts owed under this Agreement, MINDBODY will make Your Data available to you through MINDBODY’s standard web services for a period of up to thirty (30) days after receipt of such noticeAfter such thirty (30) day period, MINDBODY will have no obligation to retain or provide Your Data, except as required by applicable lawIf at any time during the Subscription Term you require MINDBODY’s assistance in retrieving Your Data, additional fees may apply
Complaint: 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 [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 Stripe Regards, K [redacted] ***
Thank you for your feedback V [redacted] We are working with our support center and legal teams to make the cancellation policy more visibleCurrently it's accessible at www.mindbodyonline.com/terms-of-service and can be accessed from the main website at the footerYou can also get to it via a Google Search.We're sorry to hear that the product did not work out Sincerely, A [redacted] ***
Dear S***, We're sorry to hear about the poor experience you received when reaching out for support and additional training on your MINDBODY productI can see that we had your manager scheduled with one of our on-boarding support specialists in July 2015, and provided hours of training as part of our on-boarding services offered free to all customersIt's always difficult when you lose staff particularly when they take knowledge with them about the product your'e usingWhile MINDBODY doesn't currently offer training services beyond on-boarding, we are exploring the how we can in order to help our clients who don't have time to do staff training like you experiencedWe also offer a hour "refresher" training once per year, which is also free, and someone from Customer Service will be contacting you to schedule that to see if it would help youOur hour support team can be reached at ###-###-#### or via email, or chat as wellWe also have an online knowledge base at support.mindbodyonline.com with tutorials and videos that can help your training- there's a Getting Started section that's most popular for learning the product from the ground up as well as guides like the following front desk handbook:https://support.mindbodyonline.com/hc/en-us/articles/ Please feel free to email me directly as wellMy email is listed on our Revdex.com profile, and I've included it below for you as wellThank you for taking the time to reach out and we'll turn this around for you soonWarm Regards, A [redacted] @mindbodyonline.com
Dear V [redacted] , Thank you for your feedbackYes, we do require days’ notice for cancelling the subscription serviceWe outline this in our terms of service online at www.mindbodyonline.com/terms-of-serviceThe basic (Solo) plan offered is not something we sell to new clients, but our services has used it in cases where the software is a good fit, but price is an issue, therefore, it’s available as a downgrade and used sparingly to work with businesses who need the benefit of the product, but cannot pay the current price for our Starter package, which is the lowest listed on our websiteI see that this request to downgrade was initiated with our Billing team on 12/14/and resolved the same dayIn reviewing the account history, I see several calls to MINDBODY for product support, and one to our merchant accounts team to ask if we can integrate with another processor, but the first cancellation request on file is 5/25/Applying the day cancellation policy, this created a cancellation date of 6/26/and any billing scheduled during that time frame would go throughBelow is a history of contacts we have via email and phone call over the last months
Complaint: I am rejecting this response because: I am rejecting your reply because it does not address my request Your employee failed to document that I request a refund because I never use the service and had a recent change in business plan which required me to postpone the use of service A charge of momembership for zero use is clearly excessive regardless of the policy or agreement in placeYour agreement to impose a day notice and add another charge in the future of cancellation is a scam on its own If you get my recording, you will hear that I clearly mention that I considered using the service at later time, however I could never do so which such abusive "contract clause The company would loose a good prospect customer I proceed to tell her, I understand she may not have authority to bypass policy so I request to speak to her manger and she refused yes, I will blast he media with my experience and I do have many friends in the fitness industry with whom I will share my experience too, unless this issue is resolve with a refund It is not for the money, it is a bad faith customer service on the part of the companyA scam to bill service and collect money for service not provided So I hope you will seriously reconsider your reply through this site and I promise you that if you do not, your reply and my complaint will make its way to the company CEO Regards, M [redacted] ***
Hello D [redacted] , Thank you very much for reaching out to our teamWe were able to locate the Live Chat that you had with our team on January 17th confirming owner verification to complete the cancellation processThis was an error on our end, we will be processing a request for a refund of $to be returned to your cardOur apologies for the inconvenience, if you have any questions at all regarding this please do not hesitate to reach me at [email protected] Thank you,
Complaint: 11134026 I am rejecting this response because:Mindbody once again is missing the point with not listening to their clients.Fire Salon decided not to continue doing business with mindbody because the product was not delivered within the two weeks promised. When the product was presented to us (after all those hours of data conversion that they worked on it) it was still missing half of Fire Salon product inventory and the information of the remaining 18 service providers with all their servicing and pricing and all the gift certificate data and the entire client data base regarding color formulas and notes. Also all the other issues that came to the surface when we were trying to use their software. For example, booking schedule not updating into the mobile app, or the screen freezing in the middle of booking, or credit card transactions or pos hardware not working properly, were poorly addressed or not addressed at all. Those issues for a business that rotates an average of 150 clients a day only for check in and check out are important, and the "you can live with it" type of attitude doesn't work in a busy and fast business environment.After waiting two months and receiving a non completed product, we needed to move forward quickly since we did not trust mindbody business ethics. They suggested we upgrade to their premium service so they could work more hours on our product. We accepted the increase in cost in order to get things done. It still was not enough for them to accomplish the task.We ask for full refund of all charges. Regards, D [redacted]
Complaint: 12177845 I am rejecting this response because:You're not going to have a record of my original calls because I could never get through to your customer service. I was always put on hold and had a business to run, rather than wasting my time waiting on someone to answer the phone. Also, when I looked up cancelling my account on your rabbit hole of "helpful links" there is nothing.....nothing that comes up immediately or secondarily involving your 30 day cancellation policy. I figured this would happen. I just wanted it to be on record so that the people who complain in the future would have a reference point. And you absolutely did offer the "Solo" to me in the beginning, but I was advised originally that I needed a more expensive plan, which I did not. So thanks for the run around. Regards, V [redacted]
Complaint:
I am rejecting this response because:Thank you for the timely response and as well the sentiment of understanding. It think the two factors of why I was upset was not necessarily why you rejected the $7,because I can actually understand where your coming from. It's actually the process of getting those funds released back to the client. Refunds through your processor actually get processed faster and that's with funds being received. In this case the funds were never received but yet held till the review was completed. Why did it take so long? because it took so long I lost the sale of $7,and as well I was happy to submit documentation of our No Refund Policy on this sale in which our customer signed and agreed to in order to help you as the merchant feel more comfortable. Both of those items still and never have been addressed. To be very clear I understood your process and don't necessarily disagree with ittoo to long where I lost on the sale of $7,which made me as the business look ungrateful for the customers business As a small business we can't afford these types of set backs. That is a lot of money for us that was lost and could of helped us grow and initiate something in marketing which is now started off with a negative response. I had documentation of a No Refund policy to help reduce the risk signed and was willing to give to you which you denied. If I was aiding in helping reduce your risk why would you not even look at it?
Regards,
R*** ***
The purchase record we have on file is for a promotion bundle, which included the MINDBODY software product and a month free trial for LiveEdit, a digital marketing platform and an approved MINDBODY partner. When D*** *** called to cancel the MINDBODY software, we also cancelled the
LiveEdit trialThe confusion is a result of the trial reminder email, which was sent out after the cancellation request was receivedNo additional charges have been or will be made for LiveEdit services. The $paid for MINDBODY software was refunded prior to this complaint. MINDBODY does not sell information to other businesses. Sincerely, A*** ***Vice President, Customer ServiceMINDBODY, Inc
We have been providing a high level of support to this particular client including an onsite visitIssues with the Engage app have also been escalated to the product manager responsible over the course of the past few monthsWe have been in active contact with not only the client, but also some of
their End Users in pursuit of resolutions to their complaints At this phase, we’ve also escalated the API bug mentioned in the latest support ticket and are hopeful we can get that prioritized within the responsible API team and get what appears to be their biggest complaint resolved. The issues they have experienced seem mainly to have been focused on the following things: 1. Server Timeout issue on Engage: This was an issue that affected build 3.6.4, and was quickly resolved for them with a redeployment up to build that went live on Sept 2. Login Issues for Users: This is a known issue affecting ~5% of Users and is a result of the update to the new MB Login powered version of Engage. 3. Missing Packages for Users logged into new version of Engage: We have been unable to isolate this due to incomplete information back from the client on User's Names, Dates, etcTo dig in on this, we need cooperation from the client in the form of very specific information to troubleshoot these instancesPriscilla has not only reached out to the client many times for this, but has also reached out directly to the End Users (with the permission of the studio)This problem has been very inconclusive due to the sporadic responses and incomplete information we have received back from the client and the users Of those documented App issues above, the first two have been resolved already This client is on a current REST version the App which has resolved the first two issues outlined in the email Overall, the client has experienced some legitimate issues, and our teams have been diligently working to investigate and resolve problemsThe client has clearly been frustrated, but we do need more information as requested to identify and isolate the problem We want to reassure the client, the Revdex.com, and those reading our reviews, that MINDBODY works diligently to follow through on all issues reportedWe do not offer refunds; however, we are happy to discuss a monthly credit when the dust has settled on the most recent issuesWe know that bugs in products are frustrating and do our best to consistently release high value and reliable products. Sincerely, A*** ***, VP of Customer Service
This is not a MINDBODY customerThis is a customer of a business that subscribed to the MINDBODY software serviceThis person is asking for us to provide information from the database which has since been deactivatedOur agents would not have access to this informationBased on the details in
this complaint, I don't know what business this consumer purchased services from so I can't contact the business on their behalf nor would it be MINDBODY's responsibility to facilitate resolution It sounds like the best course of action is for this consumer to file a complaint with the Revdex.com for the business they purchased services and goods from
Dear T***, Thank you for your emailI see that you've been interacting with several team members here and Client Care recently responded outlining our cancellation and no refund policy which is also visible at www.mindbodyonline.com/terms-of-service I see several times you've mentioned
that you felt the sales rep misrepresented the product in what it could do or not doIt sounds like you took copious notes on your call with the sales rep, and we're happy to reviewIf you send that directly to me at [email protected], I'll be happy to take a look. We're sorry the product didn't meet your needs after all and wish you all the best moving forward. Warm Regards, *** ***Senior Vice President, Client Experience
We have also responded separately via emailHere is a copy of our reply to the consumer who is actively communicating with our services team outside of the Revdex.com regarding disagreement over a fee for database backup services. Dear G***, I understand your expectation, and we've provided our responseI know it's not satisfactory to you, and I don't like leaving things this way, but we're not willing to waive those fees. Regarding your feedback on our terms of service, I've passed that along to our legal team, and we will certainly look to see where more transparency can be added outside of the terms of serviceRegardless of whether the backup is for you or another service provider, it still has to be un-encrypted and transferred securelyIt's a non standard service that costs money, and we choose to charge for that serviceIf you're still unwilling to pay the fee, the other option is contacting those customers to collect billing informationIn the past other service providers have covered those costs as part of the acquisition of the account- that may be worth exploringI know this isn't an ideal solution, but it's certainly less expensive especially if there are not that many records. While I know you're not happy with my response, I hope this helps clarify morePlease let us know if you would like to purchase the backup inclusive of cardholder data, otherwise other data may be downloaded directly from the site I've added a reply here for transparency with the services team, but feel free to contact me directly at ***[email protected] with additional questions or feedbackSincerely, A*** ***
Thank you for reaching out to our team. I do see that we had contacted the business on 2/27/regarding the expedited refund being submittedT***, a Manager, will be reaching out to you to identify next steps, discuss the overall process and to verify that the correct amount is being
refundedIf you have any additional questions, please do not hesitate to reach out to me directly at: d***@mindbodyonline.com Thank you,
In reviewing the customer contact records and discussing with team members involved, the expectation was set with the client that the on boarding would be complete within two weeks of when the data was received by MINDBODY, not two weeks of when the sale was madeWe were within this timeframe when the client canceledSome additional clarity around the new items in the response: Difficulty receiving data: According to our team members, the manager of the business (Dario) was not able to provide us with the needed data exports from their old softwareFor that reason, our team ended up doing what was essentially an export assist via a remote computer sharing tool to get their site build completed, logging into their old software and taking screen snapshots of necessary dataIn hindsight, this should have been a red flag for us that perhaps the JumpStart process was not the right way to onboard this client, but we did communicate this to themMissing product information: The main data conversion was completed on a Monday, and the remainder of their products were imported on the Wednesday following – in total daysThe client cancelled on the day the conversion was completed The hours outlined in the attached spreadsheet that are noted as "Extraneous Time" are directly correlated with the time spent manually extracting said data from the client's old software systemThis work not only falls outside the scope of the Jumpstart services & conversion for which the client had paid, but also stands as the primary reason for why the customer feels we did not deliver a finished product on timeIn reality, we can’t complete the work if we don’t have the required information to do the workIssues with non-functioning POS hardware: The client declined to purchase hardware from MINDBODY and instead asked us to support their own hardwareOur policies clearly state that we do not support hardware not purchased through MINDBODYOur prices include installation and troubleshooting support for specific hardware products and we have no way to identify if products purchased outside of MINDBODY will function in the same wayAs a result, we are limited in our troubleshooting or and ability to replace faulty equipmentNon-readiness on go-live date: On the go-live data, the owner said “none of my stuff was set up”What actually went wrong on this day was that the client decided to install Internet Explorer to support receipt printing, and IE crashed during the receipt printing processDario explained that when another team member tried to use it to check out his client, the system froze and failed to complete the checkoutThis turns out to be related to IE and Java conflicting during the automatically print featureDario refused to purchase our hardware and struggled to get any of his hardware to work and since tech doesn’t support nhardware setup, he was frustrated with our lack of support for his financial decisionThe automatically print feature did successfully print the receipt to his excitement but IE froze immediately afterwardIndicating a java/IE issue not a MB errorFrom everything we can see, expectations were communicated to the client and we met the expectations we communicated, but it seems as though the client’s perception differsIt is very disappointing that we were so close to finishing when the customer cancelled and despite the effort both groups put in to the transition from the old software to MINDBODYAt the end of the day we recognized everyone’s effort and decided to cut the losses down the middle by refunding half to the fees paidThis seems like a fair decision and if the client wishes to give it another try, we can reactivate the site that was already built and move forward again.We are happy to discuss the decision in more detail if the client wishes to work with us outside of the Revdex.com system
Complaint: I am rejecting this response because:I appreciate your process, but feel that the change was made unilaterally stillI apologize for not reading deeply into your email, but am still a dissatisfied customer and am disappointed in your standpoint over $I will be sure to provide negative response about your company as broadly as possible as a resultI hope you understand that impact Regards, M [redacted]
In reviewing the rejection and ticket history, MINDBODY is choosing to stand by the actions taken resolve issues reported and described in our previous responseWith $provided toward subscription and merchant account processing fees to date we have shown a willingness to work with the customer while providing compensation to recognize the time investment the customer complained about.As stated in our terms of service acknowledged and electronically signed by the client:Cancellation and Refund PolicyIf for any reason our services do not meet your needs, let us know within days of your purchase and we will issue you a refund.Cancellation and Refund YOU shall have thirty (30) days from the date of purchase to determine whether the Purchased Services do not meet YOUR needsIf the Purchased Services do not meet YOUR needs, then YOU must notify MINDBODY in writing within thirty (30) days after the Effective Date that YOU wish to terminate the Purchased Services and receive a refund of the corresponding subscription fees paid by YOU, less the cost of any Services provided prior to such cancellation based on MINDBODY's subscription fees in effect at the time of such cancellation.We are sorry things did not work out and wish the client the best in finding a solution that meets her business needs
Thank you G***, We have received previous communication from you and prior notice that you intended to file a Revdex.com complaint for the requested resolutionWe are currently processing your cancellation request in line with our terms of serviceUnfortunately the wait times have been longer than desired with the holidays in December, and January being the busiest month for most wellness businessesWe're sorry you had to experience that and want to reassure you that we have your request and will process it according to the request date of 12/29/2016.MINDBODY is a PCI DSS compliant company and is required to protect cardholder informationThis is a benefit to your business because once an export is requested which requires we un-encrypt credit card data and send to you for another service provider to import, the liability of that data shifts to youWe want to ensure that your customers data is protected to the greatest extent possibleThe $fee covers our cost in extracting and sending the information securely to you, and so there is value in that service and peace of mind that credit cards will not fall into the wrong handsThe effort and technology required to un-encrypt and send cardholder data, and therefore the cost, is the same whether client record or client recordsI understand it's frustrating especially when cancelling an account and I hope this helps to clarify more why there is a fee associatedFrom your email communications previously, you mentioned you have only client recordsIf you do not wish to pay the fee, then the altnerative is asking for those credit card numbers againNot ideal from a customer experience perspective, but you would avoid the fee if that's the only reason you need the full backup.I also recommend checking the Visa Global Registry of Service Providers to ensure your next provider is PCI DSS compliantIf not, liability of cardholder information stored in their product may also rest on you as the business ownerYou can find the list at http://www.visa.com/splisting/searchGrsp.doThe fee is briefly described in our terms of service in section at www.mindbodyonline.com/terms-of-serviceI've copied and pasted it at the end of this response for convenienceRegarding your request to keep monthly software fees the same, I can see from our records that you requested a downgrade on your subscription level to maintain feesThat is definitely okay to do and our Client Care team has that request on file.Sincerely, A [redacted] ***, SVP Customer Experience Upon request by you within thirty (30) days following termination of this Agreement, and provided that you have paid MINDBODY all amounts owed under this Agreement, MINDBODY will make Your Data available to you through MINDBODY’s standard web services for a period of up to thirty (30) days after receipt of such noticeAfter such thirty (30) day period, MINDBODY will have no obligation to retain or provide Your Data, except as required by applicable lawIf at any time during the Subscription Term you require MINDBODY’s assistance in retrieving Your Data, additional fees may apply
Complaint: 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 [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 Stripe Regards, K [redacted] ***
Thank you for your feedback V [redacted] We are working with our support center and legal teams to make the cancellation policy more visibleCurrently it's accessible at www.mindbodyonline.com/terms-of-service and can be accessed from the main website at the footerYou can also get to it via a Google Search.We're sorry to hear that the product did not work out Sincerely, A [redacted] ***
Dear S***, We're sorry to hear about the poor experience you received when reaching out for support and additional training on your MINDBODY productI can see that we had your manager scheduled with one of our on-boarding support specialists in July 2015, and provided hours of training as part of our on-boarding services offered free to all customersIt's always difficult when you lose staff particularly when they take knowledge with them about the product your'e usingWhile MINDBODY doesn't currently offer training services beyond on-boarding, we are exploring the how we can in order to help our clients who don't have time to do staff training like you experiencedWe also offer a hour "refresher" training once per year, which is also free, and someone from Customer Service will be contacting you to schedule that to see if it would help youOur hour support team can be reached at ###-###-#### or via email, or chat as wellWe also have an online knowledge base at support.mindbodyonline.com with tutorials and videos that can help your training- there's a Getting Started section that's most popular for learning the product from the ground up as well as guides like the following front desk handbook:https://support.mindbodyonline.com/hc/en-us/articles/ Please feel free to email me directly as wellMy email is listed on our Revdex.com profile, and I've included it below for you as wellThank you for taking the time to reach out and we'll turn this around for you soonWarm Regards, A [redacted] @mindbodyonline.com
Complaint: I am rejecting this response because: Regards, K [redacted] ***
Dear V [redacted] , Thank you for your feedbackYes, we do require days’ notice for cancelling the subscription serviceWe outline this in our terms of service online at www.mindbodyonline.com/terms-of-serviceThe basic (Solo) plan offered is not something we sell to new clients, but our services has used it in cases where the software is a good fit, but price is an issue, therefore, it’s available as a downgrade and used sparingly to work with businesses who need the benefit of the product, but cannot pay the current price for our Starter package, which is the lowest listed on our websiteI see that this request to downgrade was initiated with our Billing team on 12/14/and resolved the same dayIn reviewing the account history, I see several calls to MINDBODY for product support, and one to our merchant accounts team to ask if we can integrate with another processor, but the first cancellation request on file is 5/25/Applying the day cancellation policy, this created a cancellation date of 6/26/and any billing scheduled during that time frame would go throughBelow is a history of contacts we have via email and phone call over the last months
Complaint: I am rejecting this response because: I am rejecting your reply because it does not address my request Your employee failed to document that I request a refund because I never use the service and had a recent change in business plan which required me to postpone the use of service A charge of momembership for zero use is clearly excessive regardless of the policy or agreement in placeYour agreement to impose a day notice and add another charge in the future of cancellation is a scam on its own If you get my recording, you will hear that I clearly mention that I considered using the service at later time, however I could never do so which such abusive "contract clause The company would loose a good prospect customer I proceed to tell her, I understand she may not have authority to bypass policy so I request to speak to her manger and she refused yes, I will blast he media with my experience and I do have many friends in the fitness industry with whom I will share my experience too, unless this issue is resolve with a refund It is not for the money, it is a bad faith customer service on the part of the companyA scam to bill service and collect money for service not provided So I hope you will seriously reconsider your reply through this site and I promise you that if you do not, your reply and my complaint will make its way to the company CEO Regards, M [redacted] ***
Hello D [redacted] , Thank you very much for reaching out to our teamWe were able to locate the Live Chat that you had with our team on January 17th confirming owner verification to complete the cancellation processThis was an error on our end, we will be processing a request for a refund of $to be returned to your cardOur apologies for the inconvenience, if you have any questions at all regarding this please do not hesitate to reach me at [email protected] Thank you,
Complaint: 11134026 I am rejecting this response because:Mindbody once again is missing the point with not listening to their clients.Fire Salon decided not to continue doing business with mindbody because the product was not delivered within the two weeks promised. When the product was presented to us (after all those hours of data conversion that they worked on it) it was still missing half of Fire Salon product inventory and the information of the remaining 18 service providers with all their servicing and pricing and all the gift certificate data and the entire client data base regarding color formulas and notes. Also all the other issues that came to the surface when we were trying to use their software. For example, booking schedule not updating into the mobile app, or the screen freezing in the middle of booking, or credit card transactions or pos hardware not working properly, were poorly addressed or not addressed at all. Those issues for a business that rotates an average of 150 clients a day only for check in and check out are important, and the "you can live with it" type of attitude doesn't work in a busy and fast business environment.After waiting two months and receiving a non completed product, we needed to move forward quickly since we did not trust mindbody business ethics. They suggested we upgrade to their premium service so they could work more hours on our product. We accepted the increase in cost in order to get things done. It still was not enough for them to accomplish the task.We ask for full refund of all charges. Regards, D [redacted]
Complaint: 12177845 I am rejecting this response because:You're not going to have a record of my original calls because I could never get through to your customer service. I was always put on hold and had a business to run, rather than wasting my time waiting on someone to answer the phone. Also, when I looked up cancelling my account on your rabbit hole of "helpful links" there is nothing.....nothing that comes up immediately or secondarily involving your 30 day cancellation policy. I figured this would happen. I just wanted it to be on record so that the people who complain in the future would have a reference point. And you absolutely did offer the "Solo" to me in the beginning, but I was advised originally that I needed a more expensive plan, which I did not. So thanks for the run around. Regards, V [redacted]
Complaint:
I am rejecting this response because:Thank you for the timely response and as well the sentiment of understanding. It think the two factors of why I was upset was not necessarily why you rejected the $7,because I can actually understand where your coming from. It's actually the process of getting those funds released back to the client. Refunds through your processor actually get processed faster and that's with funds being received. In this case the funds were never received but yet held till the review was completed. Why did it take so long? because it took so long I lost the sale of $7,and as well I was happy to submit documentation of our No Refund Policy on this sale in which our customer signed and agreed to in order to help you as the merchant feel more comfortable. Both of those items still and never have been addressed. To be very clear I understood your process and don't necessarily disagree with ittoo to long where I lost on the sale of $7,which made me as the business look ungrateful for the customers business As a small business we can't afford these types of set backs. That is a lot of money for us that was lost and could of helped us grow and initiate something in marketing which is now started off with a negative response. I had documentation of a No Refund policy to help reduce the risk signed and was willing to give to you which you denied. If I was aiding in helping reduce your risk why would you not even look at it?
Regards,
R*** ***
The purchase record we have on file is for a promotion bundle, which included the MINDBODY software product and a month free trial for LiveEdit, a digital marketing platform and an approved MINDBODY partner. When D*** *** called to cancel the MINDBODY software, we also cancelled the
LiveEdit trialThe confusion is a result of the trial reminder email, which was sent out after the cancellation request was receivedNo additional charges have been or will be made for LiveEdit services. The $paid for MINDBODY software was refunded prior to this complaint. MINDBODY does not sell information to other businesses. Sincerely, A*** ***Vice President, Customer ServiceMINDBODY, Inc
We have been providing a high level of support to this particular client including an onsite visitIssues with the Engage app have also been escalated to the product manager responsible over the course of the past few monthsWe have been in active contact with not only the client, but also some of
their End Users in pursuit of resolutions to their complaints At this phase, we’ve also escalated the API bug mentioned in the latest support ticket and are hopeful we can get that prioritized within the responsible API team and get what appears to be their biggest complaint resolved. The issues they have experienced seem mainly to have been focused on the following things: 1. Server Timeout issue on Engage: This was an issue that affected build 3.6.4, and was quickly resolved for them with a redeployment up to build that went live on Sept 2. Login Issues for Users: This is a known issue affecting ~5% of Users and is a result of the update to the new MB Login powered version of Engage. 3. Missing Packages for Users logged into new version of Engage: We have been unable to isolate this due to incomplete information back from the client on User's Names, Dates, etcTo dig in on this, we need cooperation from the client in the form of very specific information to troubleshoot these instancesPriscilla has not only reached out to the client many times for this, but has also reached out directly to the End Users (with the permission of the studio)This problem has been very inconclusive due to the sporadic responses and incomplete information we have received back from the client and the users Of those documented App issues above, the first two have been resolved already This client is on a current REST version the App which has resolved the first two issues outlined in the email Overall, the client has experienced some legitimate issues, and our teams have been diligently working to investigate and resolve problemsThe client has clearly been frustrated, but we do need more information as requested to identify and isolate the problem We want to reassure the client, the Revdex.com, and those reading our reviews, that MINDBODY works diligently to follow through on all issues reportedWe do not offer refunds; however, we are happy to discuss a monthly credit when the dust has settled on the most recent issuesWe know that bugs in products are frustrating and do our best to consistently release high value and reliable products. Sincerely, A*** ***, VP of Customer Service
This is not a MINDBODY customerThis is a customer of a business that subscribed to the MINDBODY software serviceThis person is asking for us to provide information from the database which has since been deactivatedOur agents would not have access to this informationBased on the details in
this complaint, I don't know what business this consumer purchased services from so I can't contact the business on their behalf nor would it be MINDBODY's responsibility to facilitate resolution It sounds like the best course of action is for this consumer to file a complaint with the Revdex.com for the business they purchased services and goods from
Dear T***, Thank you for your emailI see that you've been interacting with several team members here and Client Care recently responded outlining our cancellation and no refund policy which is also visible at www.mindbodyonline.com/terms-of-service I see several times you've mentioned
that you felt the sales rep misrepresented the product in what it could do or not doIt sounds like you took copious notes on your call with the sales rep, and we're happy to reviewIf you send that directly to me at [email protected], I'll be happy to take a look. We're sorry the product didn't meet your needs after all and wish you all the best moving forward. Warm Regards, *** ***Senior Vice President, Client Experience
We have also responded separately via emailHere is a copy of our reply to the consumer who is actively communicating with our services team outside of the Revdex.com regarding disagreement over a fee for database backup services. Dear G***, I understand your expectation, and we've provided our responseI know it's not satisfactory to you, and I don't like leaving things this way, but we're not willing to waive those fees. Regarding your feedback on our terms of service, I've passed that along to our legal team, and we will certainly look to see where more transparency can be added outside of the terms of serviceRegardless of whether the backup is for you or another service provider, it still has to be un-encrypted and transferred securelyIt's a non standard service that costs money, and we choose to charge for that serviceIf you're still unwilling to pay the fee, the other option is contacting those customers to collect billing informationIn the past other service providers have covered those costs as part of the acquisition of the account- that may be worth exploringI know this isn't an ideal solution, but it's certainly less expensive especially if there are not that many records. While I know you're not happy with my response, I hope this helps clarify morePlease let us know if you would like to purchase the backup inclusive of cardholder data, otherwise other data may be downloaded directly from the site I've added a reply here for transparency with the services team, but feel free to contact me directly at ***[email protected] with additional questions or feedbackSincerely, A*** ***
Thank you for reaching out to our team. I do see that we had contacted the business on 2/27/regarding the expedited refund being submittedT***, a Manager, will be reaching out to you to identify next steps, discuss the overall process and to verify that the correct amount is being
refundedIf you have any additional questions, please do not hesitate to reach out to me directly at: d***@mindbodyonline.com Thank you,