Dear M***, I understand you do not want to pay for a service you did not useAs a company we are operating with the terms of service, which are also available online at mindbodyonline.com/terms-of-service, and do not provide cash back refundsOnce the product is purchased, monthly fees continue until cancellation notice is receivedWe require a day notice for cancellations, which is also outlined in the terms of serviceThis is similar to other subscription based services in which charges are recurring regardless of useWe are happy to provide one month of credit toward future months as an alternative option. A*** ***
Below is an outline of the
client and the experiences citedThe client mentioned a few times she was
unhappy she had to make edits to the software to customize it, was comp’d a
little, escalated twice in technical support, had merchant fees refunded and
ran sales outside of MINDBODY (did not
have processing).We have provided $in compensation to dateWe also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policiesThese settings are set to display in consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions) if the consumer bought services directly from the client then she would not see themA receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seen. Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $refund processed through the MINDBODY softwareThe client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/to 11/5/Basically, the consumer would need to directly purchase the product or service through the MINDBODY software to have to agree/see the policies.Regarding the cancellation, the client emailed to cancel on 10/30/2015, which is the same billing date for her MINDBODY subscriptionShe specifically requested that we DO NOT call, which took longer to process as a result, but we logged 10/30/as the actual cancellation request dateOur terms of service require days written notice for a cancellation to take effect and as a result the charge of $on 10/30/is the last charge the client will see with MINDBODY. We are happy to review this further through our client care team at [email protected] Below is timeline and
corresponding tickets if needed.Fluid Movement + Massage CID:
79841Close date: 12/30/20141/19/(ZD#2781898): Client
contacted tech support due to website URL in auto-emails populating not as she
desired, she was deeply unhappy that support would not update the URL and she
had to login and do it5/5/(ZD#3067511) Client
called in regarding mobile swiper not working on Moto X, tested device, no
resolution.5/12/ZD#3085679: Client
speaks with Joe in Client Care- Comped half off of May, June July &
Aug bill ($190.00) 5/28/ZD#3085554- The client
complains about problems she's been having with merchant processing, *** refunds$for processing fees.7/29/15: (ZD3288273) Client
called tech support because of a double booked apptIn this email she states
that she felt misled by sales & training and that the software is complicated
She does not request to cancel, but does ask for compensationCS escalations
reaches out and the client responds 8/5/158/5/15: (ZD#3288273) The client
notes that she is not receiving confirmation emails and therefore missed an
appointment"Part of me wants to cancel this software today, in fact the
only reason I have not cancelled this is because of the time, effort and money
I have put into it so far." Escalations reach out from 8/to 8/before
issue is resolved*** *** in tech support confirms that the client did not
receive an email confirmation of a consumer mode booking by *** (consumer)
because *** was NOT opted into emails.8/12/(ZD# 3323510) the client
emails a list of clients/appointments that she perceives to be incorrect in the
softwareTech support approves the corrections to be made by an agent as of
8/8/26/(ZD#3364958): The client
contacts tech support because she sees classes showing up, support responds
with screenshot that they are no longer visible in consumer mode10/1/2015: (ZD#3***6) The
client is interested in liability waivers and also paying less than $a
month and asks about ratesTech support sent her instructions on how to access
and edit her policies & subscription management sent her email in regards
to software levels.10/2/2015: (ZD#3473875) Client
calls tech support, agent states that the client seems on the verge of
cancelling, mentions that she was frustrated that her site wasn't set up as she
wanted it and that her no refund policy (among others) was not printed on
receipts 10/30/(ZD#3553912- originated
in Billing, 3553913- another request to cancel sent to support, 3553935-
another request to cancel sent to support, 3553931- another request to cancel
sent to support, 35***originated in Billing, 3***64- started 10/in
support, SM called client 10/to discuss downgrading potentially, LVM) Client
emails to cancel and requests a refund all on 10/
This refund request was submitted to Billing on Tuesday, September 6th, the same date as the complaint was lodgedThis is resolved internally already in line with the client's expectations. Background: the request came in on Friday before the holiday weekendOur team should have taken
precautionary steps to avoid the client getting charged over the weekend or Monday, the holiday, but failed to do soWe reviewed best practices with our team to ensure we are more careful in the future. Thank you for taking the time to submit feedback, and we're sorry there was a miscommunication that actions were already being taken prior to filing the complaintIf there are any other concerns, we encourage you to contact us at ###-###-#### or [email protected] for resolution
Below is a recap of fees paid and refunds issued, attached is a list of premium service hours rendered.12/8/(Month 1)Accelerate/Engage Monthly Subscription Fee- $paid (First Month Free promotion)JumpStart Site Setup Support $- this is a one time charge for a service that was utilized from
12/18/2015-1/26/as shown in the attached spreadsheet1/8/(Month 2)Accelerate/Engage Monthly Subscription Fee $2251/20/2016: Prorated Platinum Premium Service Monthly Subscription Fee $- prorated amount covered the service period from 1/19/2016-2/7/2016, this was required to provide the project management for the software conversion to MINDBODY from the previous software system utilized in the business 1/27/(Month - 2nd location)Ultimate Software Subscription Fee $- client added a second location to MINDBODY and used a First Month Free promotion2/8/(Month 3)Accelerate/Engage Monthly Subscription Fee $225Platinum Premium Service Monthly Subscription Fee $699Total charges this month = $9242/19/2016:Refund of $- for all fees paid on 2/8/Overall, we provided hours of JumpStart Support, where we typically provide hours and hours of Premium Services support, which represents a hour and minute beyond what as paid.There was a total of days between when we received the data for the conversion process and when we completed the conversionAt the request of Firefly, we performed a client data only import, and brought additional records on a future dateDuring the conversion process Firefly decided to cancel servicesBy this time, all hours had been used including those paid for on 2/8/2016, which we refunded in an effort to compromise with the clientWe are truly sorry this product did not meet the customer's needs, and we will not be issuing an additional refund as services were filled in accordance with our terms of service for the product and premium servicesShould Firefly wish to return to MINDBODY, we will be happy to provide a free data conversion and try again. Warm Regards, A*** ***VP of Customer Service, MINDBODY Inc
We responded to this complaint via a review on 12/28/and processed the cancellation request on 12/30/The account has been processed as cancelled in line with our terms of service found at www.mindbodyonline.com/terms-of-serviceThe request was received on 12/10/and the
administrative tasks required to close the account occurred on 12/30/2016.I also emailed directly on 12/28/to provide assurance that we had received the request to cancel and were processing it.We experienced a backlog over the holidays that we are addressing and unfortunately it resulted in delayed responses, however we always consider the date of the request as the date of cancellationWe are very sorry for your poor experience in cancelling your accountand wish you all the best in the future. Sincerely, *** ***, SVP Customer Experience
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 soon. Thank you again for your feedback, A***
Complaint:
I am rejecting this response because:The issue has not been resolved The customer credit card information we requested was not transferred to our requested alternative PCI-compliant service
Regards,
G*** ***
Dear ***, We're sorry to hear the product did not meet your needsIn reviewing the account history with MINDBODY, we do have a merchant account cancellation request on file from July and a software cancellation request that came through in SeptemberAttached is the email history for the
merchant account cancellation in which one of our merchant support agents processed the merchant account cancellations and informed you that this was not a software cancellationIt is a policy that our company does not issue refunds outside of the terms of serviceYou can find the cancellation policy online at www.mindbodyonline.com/terms-of-serviceBelow is a copy of the emails sentI've also attached a PDF of the tickets we have on fileIf this does not align with you, we're happy to discuss further via our Client Care team at ###-###-#### or [email protected] Hudson's House of Play Jul 29, 4:AM I would like to cancel my merchant account for Hudson's House of PlayClient ID:339792last of SS: 8917Date of Cancellation: 7/29/16 Reason: Not happy with customer support and product does not fit my needsThanks, *** D*** *** Jul 29, 10:AMHello,Your merchant account has been removed from your site and your merchant account has been submitted for closure to your processorIf you still have access to your software, you will no longer have the ability to process credit card transactions through your software after receiving this emailPlease note, your software has not been closed at this time, only your merchant account at your requestContact our Client Care team if you intended to close your software as well.Billing Information:- You will receive a final bill for any processing done month-to-date on the account.- It is very important that the bank account on file remain open for a minimum of days to fund any fees and chargebacks that may come through.Please let us know if you have any questions. D*** ***Merchant Support Specialist
Complaint:
I am rejecting this response because:I have not received confirmation of a refund directly from MINDBODY, nor has there been a refund posted to my bank accountI have only received an email stating that a request to issue refund has been made but couldn't be guaranteedOnce I have received confirmation of a refund from MINDBODY, or I see that funds have been posted to my bank account, I will gladly reverse my response.
Regards,
I*** ***
A***, the owner of Juliet Music originally purchased MINDBODY software on 8/29/On 9/24/he cancelled and received a refund in compliance with our day refund policy stated on our website under Terms of Service. On 10/14/2014, A*** repurchased the software as
indicated in an email to his sales rep, A*** ***:From: a***[email protected]
a***[email protected] on behalf
of A*** L julietmusic.com a***@julietmusic.com
Sent: Thursday, October 9, 7:PM
To: A*** ***
Subject: Re: MINDBODY - last callHi A***,I will give a try for one more month if someone can help me, if it work
out then I will continue, if not then I will stopthank you.A***
On the date the software was reactivated (10/14/2014), the first owner login occurred at 6:PM.
Between 10/14/and 5/24/were logins for the Juliet Music Owner & a***@julietmusic.com, which is the
listed owner in our customer database of record (see attached)Logins are regular through December, and then drop off significantly. Throughout this time, we continued to email monthly receipts to A***Our email monitoring system shows that these were received as noted by the example below.
Sent Time
Result
Recipient Email
Event Category
Subject
06/29/04:01:PDT
OK
a***@julietmusic.com
Payment Processed
Notification of automatic payment.
Please note, this record is only for the last email
sent, but all the prior months
were sent to the same address, and successfulWe are happy to share any records with the client.
We received the second
cancellation request and it the same day on 7/02/Due to owner login activity and the fact that A*** was outside the terms of service refund period, the refund was deniedBelow are notes from our agent who processed the cancellation:
Person
Cancelling: A*** LinReason:
Software/UsabilityCancellation Feedback:
Client stated that he wanted to try software out however felt it was too
complicated to useDid not offer feedback on what features were missing or
what made it difficultThe client said that they haven't used the software and
was cancelled months ago Showing this opportunity being listed as reactivating in
October - High activity in the system up till the end of December where it then drops off.
Our cancellation policy is as follows:Termination The date on which the Contract is terminated shall be the “Termination Date.” YOU may terminate the Contract for any reason by providing advance written notice via email to [email protected] at least thirty (30) days prior YOUR chosen Termination DateWE may terminate the Contract for any reason by providing notice to YOUR email address on file at the time at least thirty (30) days prior to the Termination Date that WE select.A full view of our terms of service is available online at: https://www.mindbodyonline.com/terms-of-serviceIf A*** wishes to use MINDBODY, we are willing, in good faith, to provide credit toward future monthly bills, however we will not issue a refund past the terms of service. A*** ***Vice President, Customer [email protected]
Read More Customer Complaints:
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The details of the purchase and cancellation are belowMINDBODY requires days notice to cancel the subscription and stop payments, which is outlined online and in the terms of service (https://www.mindbodyonline.com/terms-of-service)Refunds are provided within the first days of
purchase. The client received a promotional offer in which the first months were 50% off and one month free after the product implementation checklist was completed along with a merchant account for credit card processing. 8/13/- Purchase decision/sales close date; First bill at 50% off charged to card on file, $42.509/13/- 2nd month, $42.50 10/13/- 3rd month, $42.5011/13/- 4th month, $42.5012/8/- cancellation request date12/13/- this bill would have been the full price of $as the client had not completed the tasks required for a free month, applying the day cancellation policy, we prorated the bill to $74.00 Other timeline details:- In August, we attempted calling, emailing, and texting the client times to get scheduled for software training to help implement the productOn 8/26/after the failed attempts, we sent back the sales reps for re-engagement.- We don't have any calls in to our training or support team for help until the client reached out to cancel on 12/8/2015 Since there is a day notice, we took the 12/as the request
date and made the attrition date 1/7/2015- days outThe client is billed on
the 13th so on 12/they received a prorated charge about $The software will be deactivated and account cancelled on 1/7/2016.While MINDBODY doesn't provide refunds past days, we will be happy to offer a credit of the four months paid and the 5th partially paid month ($total) anytime in the next months, if the client would like to try to implement the product at a time she is more readyShe should reference this Revdex.com complaint and Annie Woo [email protected] would love the opportunity to show her how the product can work in her business and help her implement our payment processing, retail management, schedule management, online book, and consumer apps
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11152881, and find that this resolution is satisfactory to me
Regards,
A*** ***
A response for the Revdex.com and the public posting:Unfortunately it's true that January and February our technical support team receives twice the call volumeWe work diligently every year to bring wait times down and this year, while better than last, was still difficult for many trying to reach
usWe definitely understand the frustration and want to helpI've asked a customer service rep skilled at handling all three issues: billing, software subscription and the app mentioned to follow up asap. Regarding queue closures, we have had team meetings this year resulting in a total of hours of queue closure out of the 1,hours we've been open so farTypically we have meeting per month that results in a queue closure in order to provide communication, training, and team building aimed at increasing the quality of our serviceGiven the otherwise 24xaccessibility, we feel hour per month with a closed queue is worthwhile investment in our team and we hope the customers can forgive us on that one. Based on the description, it sounds like the customer was trying to reach technical support, which would not be the best team for this issue - much shorter wait times (two minutes or less for the majority of callers) are available in our Billing Department available 8-Monday - Friday, or by pressing Doing this will get a live person who can escalate the issue if needed and transfer to the right department. A personal note and commitment to this customer:Thank you for your years of loyalty to MINDBODYWe're sorry that you had to resort to a Revdex.com complaint to get our attentionWe want your business to be successful and we don't want you to feel like we're damaging your business, or anything of suchWe will reach out soon to work through these concerns and do our best to make you happy with us again. Warm Regards,A*** ***VP of Customer Service
This is not fraudulent activityThe charges have to do with how credit card processing fees are run through the TransfirstWe sent the following m***ge to J*** *** on Wednesday, October 14th to attempt to explain this. I hope this email finds you wellMy team member T*** assigned your
ticket to me and explained the situationT*** has closed your merchant account and requested that our underwriters at Transfirst issue a refund to your bank account for the processing fees from July - September totaling $She received this request on 10/7/and the reason you saw another debit from Transfirst was due to the September fees being initiated prior to this request and ACH fees cannot be stopped mid-processingWe apologize for any inconvenience this has caused you but you will see the refund within 3-business daysThey issue these on the 15th of every monthThese are not fraudulent charges as they are lined out on your merchant statements that are mailed to you directly that I have attached here for your reviewYou will not receive any debits moving forwardPlease let me know if I can provide any further information at this time
I can empathize why this was confusingThe discrepancies between the close date, creation date and billing are something we have seen occasionally not line upHere are things we have seen happen with billingScenario 1: Closed on the 18th, site created within hours on the 19th, credit card declines until the 21stTheir contract start date is still on the 18th but billing runs on the 21stScenario 2: Closed on the 18th, site created within hours on the 19th, credit card is run successfully, but clears/posts on the 21stThe contract start date is still on the 18th though the client saw the payment clear on the 21stScenario 3: Closed on the 18th, site created within hours on the 19th, the invoice is generated late and the payment runs on the 21stThe contract start date is still on the 18th though the client saw the payment clear on the 21stIn this case, what happened was scenario While we try our best to keep everything aligned to clear up confusion, it’s not always possibleBecause the client requested the cancellation more than days after the contract start date, the refund was deniedWhile there is a difference in the service date and billing date, the software was provided on the start of the service period, 4/18/2016. When he cancelled we looked at the site creation date and the contract start date and by either date the refund window was missed- it was day for the site creation date and day for the contract start dateI know it's very frustrating and unfortunately there's not much wiggle room with the contract terms and refund periodWe are very sorry for the confusion and understand the customers’ perceptionsWe are willing to provide the paid money back in the form of an account credit and work with the client to set up the software for free if they wish to start up again in the futureWe have made a note in our system to honor thisAgain, our apologies for the negative experience and we sincerely hope we can provide a more positive experience in the future
Complaint:
I am rejecting this response because:The company failed to handle the matter in accordance with generally accepted good business practices Mindbody refuses to transfer customer cardholder data to our preferred alternative service upon cancellation and continues to hold our customer data hostage The two primary issues with Mindbody's response are as follows: There was no indication that we would be charged for canceling our service with Mindbody and moving our customers to an alternative service provider upon signing up with MindbodyThe referenced section in Mindbody's policy (Section 8.3) states that all data will be made available within thirty (30) days of cancellation and that there may be additional fees only in the circumstance that we require Mindbody’s assistance in retrieving our data during the Subscription Term We are requesting to cancel our service and simply retrieve the associated data as indicated will be made available in the Agreement:“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.” A separate response has been emailed to Annie at Mindbody, reflective of our clear position and requests, as copied herein below: A***, Thank you for your message To clarify, we are not requesting the cardholder data to be sent to us directly. Rather, we are requesting to cancel our Mindbody service and have the data transferred to our alternative PCI-compliant service. The PCI DSS requirements apply to your organization by law, and it is not appropriate for you to pass on your associated costs to your customers unless clearly outlined in the Agreement. We would not take on any of the liability or PCI DSS requirements ourselves, since the data should be transferred directly to the alternate merchant account processor If it was the intent that anyone who cancels their Mindbody subscription should have to pay $in order to transfer to another service, that should have been clearly disclosed upon initiating the serviceFurthermore, the ambiguous language in Section of the Agreement indicates data will be made available for a period of up to thirty (30) days after the receipt of notice of termination (which we've previously given you). Per the agreement, "additional fees may apply" only if we require assistance in retrieving the data "at any time during the Subscription Term." We have rejected your response via the Revdex.com, and hope you will resolve this issue professionally. We expect the cardholder data to be transferred to Moonclerk/Stripe and to not be billed for any month after December of Regards,G***
Thank you for your emailIn reviewing the account, we can share the following facts:- On 3/28/the client purchased the Solo level subscription and received the "Get You Started" promotion which consists of 50% off for months- The client received months at 50% off in March, April, May, and
June, as well as a free mobile swipe for credit card transactions (April)- In July, when the promotion expired, the pricing went up to the list price of $45/month- The terms of service referenced were agreed to by the customer on 5/2/2016- The terms of service, which are also available online at https://www.mindbodyonline.com/terms-of-service, state that cancellations require days written notice to process: "Term: Unless otherwise specified in an Order Form, the term of this Agreement will be month to month ("Subscription Term")The Subscription Term commences on the Effective Date and will automatically renew on a monthly basis until either Party terminates in accordance with this AgreementEither party may terminate the Agreement at any time for any reason or no reason by providing notice to the other Party at least thirty (30) days before the end of the relevant Subscription TermUnless otherwise specified in an Order Form, Subscription Fees during any automatic renewal term will revert to the current pricing in effect at the time such renewal term commences."- The customer called on 7/28/2016, the day the automatic renewal went through at $45- During this call, we informed the customer that days notice is required and did not provide a refund for the charge that went through in July. I hope this helps, and please let me know if you have further questions or concerns.We're sorry to hear it didn't work out, and welcome more feedbackI can be reached directly at [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11312973, and find that this resolution is mostly information I already knew and have used but having a 1 hour refresher course would be beneficial so I am willing to try that.
Regards,
S[redacted]
Hello M[redacted],While I understand that you have now transferred your business and are no longer receiving services, all payments are non-refundable which you can find in our Terms of Services located here:https://www.mindbodyonline.com/terms-of-serviceIn addition, please see the below statement from the email that your business received on January 2nd, 2018 regarding the change in payment:"Effective February 1st, your current software level will be moved to the Accelerate plan. This move ensures that you retain the functionality previously available with the Pro plan. Your monthly subscription will then change to $195/month and you'll be able to take advantage of the additional features outlined above." At this time, a refund will not be a possible solution as we did inform you of the changes, price difference, and our Terms of Service support this decision.Thank you,
Complaint: 11134026
I am rejecting this response because:
The message from mindbody obviously show once again the lack of attention to customer complaints and lack of flexibility of the company in accomodating and transitioning new customers that use other type of software. Also it shows the huge disconnection between their departments.Attached you can see a text message snapshot from their sales department that proves their concern when the technical department was going way over the 2 weeks promised by the sales rappresentative .The second snapshot is an email that never got answered demonstrating the lack of attention within departments as well.The missed response to that email left us with absolutely no chance to discuss the setting up of the pos sistem.Keeping on listing the things that you have done and the hours rendered will not cure the deeper problems that your company is showing in customer care. This is the moment for you to take the opportunity and review your line of conduct and policys in order to solve problems instead of creating new ones for your customersAfter living in a limbo for few weeks and observing this negligent behavior(while we where undergoing the opening of a new location) we lost our trust in mindbodyThe final confirmation of the lack of customer care was the fact that they started ignoring my emails requesting the refund.We do ask for a full refund of our money.
Regards,
D[redacted]
Dear M***, I understand you do not want to pay for a service you did not useAs a company we are operating with the terms of service, which are also available online at mindbodyonline.com/terms-of-service, and do not provide cash back refundsOnce the product is purchased, monthly fees continue until cancellation notice is receivedWe require a day notice for cancellations, which is also outlined in the terms of serviceThis is similar to other subscription based services in which charges are recurring regardless of useWe are happy to provide one month of credit toward future months as an alternative option. A*** ***
Below is an outline of the
client and the experiences citedThe client mentioned a few times she was
unhappy she had to make edits to the software to customize it, was comp’d a
little, escalated twice in technical support, had merchant fees refunded and
ran sales outside of MINDBODY (did not
have processing).We have provided $in compensation to dateWe also reviewed the client's site and confirmed that text is set to display for her refund/cancellation and liability policiesThese settings are set to display in consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions) if the consumer bought services directly from the client then she would not see themA receipt would have needed to be generated and printed at checkout by the client and given to the consumer for the policy to be seen. Additionally, we do not have a name of the consumer who was refunded, and we were not able to locate a $refund processed through the MINDBODY softwareThe client does not currently use merchant account processing with MINDBODY, and has not logged any sales from 10/5/to 11/5/Basically, the consumer would need to directly purchase the product or service through the MINDBODY software to have to agree/see the policies.Regarding the cancellation, the client emailed to cancel on 10/30/2015, which is the same billing date for her MINDBODY subscriptionShe specifically requested that we DO NOT call, which took longer to process as a result, but we logged 10/30/as the actual cancellation request dateOur terms of service require days written notice for a cancellation to take effect and as a result the charge of $on 10/30/is the last charge the client will see with MINDBODY. We are happy to review this further through our client care team at [email protected] Below is timeline and
corresponding tickets if needed.Fluid Movement + Massage CID:
79841Close date: 12/30/20141/19/(ZD#2781898): Client
contacted tech support due to website URL in auto-emails populating not as she
desired, she was deeply unhappy that support would not update the URL and she
had to login and do it5/5/(ZD#3067511) Client
called in regarding mobile swiper not working on Moto X, tested device, no
resolution.5/12/ZD#3085679: Client
speaks with Joe in Client Care- Comped half off of May, June July &
Aug bill ($190.00) 5/28/ZD#3085554- The client
complains about problems she's been having with merchant processing, *** refunds$for processing fees.7/29/15: (ZD3288273) Client
called tech support because of a double booked apptIn this email she states
that she felt misled by sales & training and that the software is complicated
She does not request to cancel, but does ask for compensationCS escalations
reaches out and the client responds 8/5/158/5/15: (ZD#3288273) The client
notes that she is not receiving confirmation emails and therefore missed an
appointment"Part of me wants to cancel this software today, in fact the
only reason I have not cancelled this is because of the time, effort and money
I have put into it so far." Escalations reach out from 8/to 8/before
issue is resolved*** *** in tech support confirms that the client did not
receive an email confirmation of a consumer mode booking by *** (consumer)
because *** was NOT opted into emails.8/12/(ZD# 3323510) the client
emails a list of clients/appointments that she perceives to be incorrect in the
softwareTech support approves the corrections to be made by an agent as of
8/8/26/(ZD#3364958): The client
contacts tech support because she sees classes showing up, support responds
with screenshot that they are no longer visible in consumer mode10/1/2015: (ZD#3***6) The
client is interested in liability waivers and also paying less than $a
month and asks about ratesTech support sent her instructions on how to access
and edit her policies & subscription management sent her email in regards
to software levels.10/2/2015: (ZD#3473875) Client
calls tech support, agent states that the client seems on the verge of
cancelling, mentions that she was frustrated that her site wasn't set up as she
wanted it and that her no refund policy (among others) was not printed on
receipts 10/30/(ZD#3553912- originated
in Billing, 3553913- another request to cancel sent to support, 3553935-
another request to cancel sent to support, 3553931- another request to cancel
sent to support, 35***originated in Billing, 3***64- started 10/in
support, SM called client 10/to discuss downgrading potentially, LVM) Client
emails to cancel and requests a refund all on 10/
This refund request was submitted to Billing on Tuesday, September 6th, the same date as the complaint was lodgedThis is resolved internally already in line with the client's expectations. Background: the request came in on Friday before the holiday weekendOur team should have taken
precautionary steps to avoid the client getting charged over the weekend or Monday, the holiday, but failed to do soWe reviewed best practices with our team to ensure we are more careful in the future. Thank you for taking the time to submit feedback, and we're sorry there was a miscommunication that actions were already being taken prior to filing the complaintIf there are any other concerns, we encourage you to contact us at ###-###-#### or [email protected] for resolution
Below is a recap of fees paid and refunds issued, attached is a list of premium service hours rendered.12/8/(Month 1)Accelerate/Engage Monthly Subscription Fee- $paid (First Month Free promotion)JumpStart Site Setup Support $- this is a one time charge for a service that was utilized from
12/18/2015-1/26/as shown in the attached spreadsheet1/8/(Month 2)Accelerate/Engage Monthly Subscription Fee $2251/20/2016: Prorated Platinum Premium Service Monthly Subscription Fee $- prorated amount covered the service period from 1/19/2016-2/7/2016, this was required to provide the project management for the software conversion to MINDBODY from the previous software system utilized in the business 1/27/(Month - 2nd location)Ultimate Software Subscription Fee $- client added a second location to MINDBODY and used a First Month Free promotion2/8/(Month 3)Accelerate/Engage Monthly Subscription Fee $225Platinum Premium Service Monthly Subscription Fee $699Total charges this month = $9242/19/2016:Refund of $- for all fees paid on 2/8/Overall, we provided hours of JumpStart Support, where we typically provide hours and hours of Premium Services support, which represents a hour and minute beyond what as paid.There was a total of days between when we received the data for the conversion process and when we completed the conversionAt the request of Firefly, we performed a client data only import, and brought additional records on a future dateDuring the conversion process Firefly decided to cancel servicesBy this time, all hours had been used including those paid for on 2/8/2016, which we refunded in an effort to compromise with the clientWe are truly sorry this product did not meet the customer's needs, and we will not be issuing an additional refund as services were filled in accordance with our terms of service for the product and premium servicesShould Firefly wish to return to MINDBODY, we will be happy to provide a free data conversion and try again. Warm Regards, A*** ***VP of Customer Service, MINDBODY Inc
We responded to this complaint via a review on 12/28/and processed the cancellation request on 12/30/The account has been processed as cancelled in line with our terms of service found at www.mindbodyonline.com/terms-of-serviceThe request was received on 12/10/and the
administrative tasks required to close the account occurred on 12/30/2016.I also emailed directly on 12/28/to provide assurance that we had received the request to cancel and were processing it.We experienced a backlog over the holidays that we are addressing and unfortunately it resulted in delayed responses, however we always consider the date of the request as the date of cancellationWe are very sorry for your poor experience in cancelling your accountand wish you all the best in the future. Sincerely, *** ***, SVP Customer Experience
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 soon. Thank you again for your feedback, A***
Complaint:
I am rejecting this response because:The issue has not been resolved The customer credit card information we requested was not transferred to our requested alternative PCI-compliant service
Regards,
G*** ***
Dear ***, We're sorry to hear the product did not meet your needsIn reviewing the account history with MINDBODY, we do have a merchant account cancellation request on file from July and a software cancellation request that came through in SeptemberAttached is the email history for the
merchant account cancellation in which one of our merchant support agents processed the merchant account cancellations and informed you that this was not a software cancellationIt is a policy that our company does not issue refunds outside of the terms of serviceYou can find the cancellation policy online at www.mindbodyonline.com/terms-of-serviceBelow is a copy of the emails sentI've also attached a PDF of the tickets we have on fileIf this does not align with you, we're happy to discuss further via our Client Care team at ###-###-#### or [email protected] Hudson's House of Play Jul 29, 4:AM I would like to cancel my merchant account for Hudson's House of PlayClient ID:339792last of SS: 8917Date of Cancellation: 7/29/16 Reason: Not happy with customer support and product does not fit my needsThanks, *** D*** *** Jul 29, 10:AMHello,Your merchant account has been removed from your site and your merchant account has been submitted for closure to your processorIf you still have access to your software, you will no longer have the ability to process credit card transactions through your software after receiving this emailPlease note, your software has not been closed at this time, only your merchant account at your requestContact our Client Care team if you intended to close your software as well.Billing Information:- You will receive a final bill for any processing done month-to-date on the account.- It is very important that the bank account on file remain open for a minimum of days to fund any fees and chargebacks that may come through.Please let us know if you have any questions. D*** ***Merchant Support Specialist
Complaint:
I am rejecting this response because:I have not received confirmation of a refund directly from MINDBODY, nor has there been a refund posted to my bank accountI have only received an email stating that a request to issue refund has been made but couldn't be guaranteedOnce I have received confirmation of a refund from MINDBODY, or I see that funds have been posted to my bank account, I will gladly reverse my response.
Regards,
I*** ***
A***, the owner of Juliet Music originally purchased MINDBODY software on 8/29/On 9/24/he cancelled and received a refund in compliance with our day refund policy stated on our website under Terms of Service. On 10/14/2014, A*** repurchased the software as
indicated in an email to his sales rep, A*** ***:From: a***[email protected]
a***[email protected] on behalf
of A*** L julietmusic.com a***@julietmusic.com
Sent: Thursday, October 9, 7:PM
To: A*** ***
Subject: Re: MINDBODY - last callHi A***,I will give a try for one more month if someone can help me, if it work
out then I will continue, if not then I will stopthank you.A***
On the date the software was reactivated (10/14/2014), the first owner login occurred at 6:PM.
Between 10/14/and 5/24/were logins for the Juliet Music Owner & a***@julietmusic.com, which is the
listed owner in our customer database of record (see attached)Logins are regular through December, and then drop off significantly. Throughout this time, we continued to email monthly receipts to A***Our email monitoring system shows that these were received as noted by the example below.
Sent Time
Result
Recipient Email
Event Category
Subject
06/29/04:01:PDT
OK
a***@julietmusic.com
Payment Processed
Notification of automatic payment.
Please note, this record is only for the last email
sent, but all the prior months
were sent to the same address, and successfulWe are happy to share any records with the client.
We received the second
cancellation request and it the same day on 7/02/Due to owner login activity and the fact that A*** was outside the terms of service refund period, the refund was deniedBelow are notes from our agent who processed the cancellation:
Person
Cancelling: A*** LinReason:
Software/UsabilityCancellation Feedback:
Client stated that he wanted to try software out however felt it was too
complicated to useDid not offer feedback on what features were missing or
what made it difficultThe client said that they haven't used the software and
was cancelled months ago Showing this opportunity being listed as reactivating in
October - High activity in the system up till the end of December where it then drops off.
Our cancellation policy is as follows:Termination The date on which the Contract is terminated shall be the “Termination Date.” YOU may terminate the Contract for any reason by providing advance written notice via email to [email protected] at least thirty (30) days prior YOUR chosen Termination DateWE may terminate the Contract for any reason by providing notice to YOUR email address on file at the time at least thirty (30) days prior to the Termination Date that WE select.A full view of our terms of service is available online at: https://www.mindbodyonline.com/terms-of-serviceIf A*** wishes to use MINDBODY, we are willing, in good faith, to provide credit toward future monthly bills, however we will not issue a refund past the terms of service. A*** ***Vice President, Customer [email protected]
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The details of the purchase and cancellation are belowMINDBODY requires days notice to cancel the subscription and stop payments, which is outlined online and in the terms of service (https://www.mindbodyonline.com/terms-of-service)Refunds are provided within the first days of
purchase. The client received a promotional offer in which the first months were 50% off and one month free after the product implementation checklist was completed along with a merchant account for credit card processing. 8/13/- Purchase decision/sales close date; First bill at 50% off charged to card on file, $42.509/13/- 2nd month, $42.50 10/13/- 3rd month, $42.5011/13/- 4th month, $42.5012/8/- cancellation request date12/13/- this bill would have been the full price of $as the client had not completed the tasks required for a free month, applying the day cancellation policy, we prorated the bill to $74.00 Other timeline details:- In August, we attempted calling, emailing, and texting the client times to get scheduled for software training to help implement the productOn 8/26/after the failed attempts, we sent back the sales reps for re-engagement.- We don't have any calls in to our training or support team for help until the client reached out to cancel on 12/8/2015 Since there is a day notice, we took the 12/as the request
date and made the attrition date 1/7/2015- days outThe client is billed on
the 13th so on 12/they received a prorated charge about $The software will be deactivated and account cancelled on 1/7/2016.While MINDBODY doesn't provide refunds past days, we will be happy to offer a credit of the four months paid and the 5th partially paid month ($total) anytime in the next months, if the client would like to try to implement the product at a time she is more readyShe should reference this Revdex.com complaint and Annie Woo [email protected] would love the opportunity to show her how the product can work in her business and help her implement our payment processing, retail management, schedule management, online book, and consumer apps
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11152881, and find that this resolution is satisfactory to me
Regards,
A*** ***
A response for the Revdex.com and the public posting:Unfortunately it's true that January and February our technical support team receives twice the call volumeWe work diligently every year to bring wait times down and this year, while better than last, was still difficult for many trying to reach
usWe definitely understand the frustration and want to helpI've asked a customer service rep skilled at handling all three issues: billing, software subscription and the app mentioned to follow up asap. Regarding queue closures, we have had team meetings this year resulting in a total of hours of queue closure out of the 1,hours we've been open so farTypically we have meeting per month that results in a queue closure in order to provide communication, training, and team building aimed at increasing the quality of our serviceGiven the otherwise 24xaccessibility, we feel hour per month with a closed queue is worthwhile investment in our team and we hope the customers can forgive us on that one. Based on the description, it sounds like the customer was trying to reach technical support, which would not be the best team for this issue - much shorter wait times (two minutes or less for the majority of callers) are available in our Billing Department available 8-Monday - Friday, or by pressing Doing this will get a live person who can escalate the issue if needed and transfer to the right department. A personal note and commitment to this customer:Thank you for your years of loyalty to MINDBODYWe're sorry that you had to resort to a Revdex.com complaint to get our attentionWe want your business to be successful and we don't want you to feel like we're damaging your business, or anything of suchWe will reach out soon to work through these concerns and do our best to make you happy with us again. Warm Regards,A*** ***VP of Customer Service
This is not fraudulent activityThe charges have to do with how credit card processing fees are run through the TransfirstWe sent the following m***ge to J*** *** on Wednesday, October 14th to attempt to explain this. I hope this email finds you wellMy team member T*** assigned your
ticket to me and explained the situationT*** has closed your merchant account and requested that our underwriters at Transfirst issue a refund to your bank account for the processing fees from July - September totaling $She received this request on 10/7/and the reason you saw another debit from Transfirst was due to the September fees being initiated prior to this request and ACH fees cannot be stopped mid-processingWe apologize for any inconvenience this has caused you but you will see the refund within 3-business daysThey issue these on the 15th of every monthThese are not fraudulent charges as they are lined out on your merchant statements that are mailed to you directly that I have attached here for your reviewYou will not receive any debits moving forwardPlease let me know if I can provide any further information at this time
I can empathize why this was confusingThe discrepancies between the close date, creation date and billing are something we have seen occasionally not line upHere are things we have seen happen with billingScenario 1: Closed on the 18th, site created within hours on the 19th, credit card declines until the 21stTheir contract start date is still on the 18th but billing runs on the 21stScenario 2: Closed on the 18th, site created within hours on the 19th, credit card is run successfully, but clears/posts on the 21stThe contract start date is still on the 18th though the client saw the payment clear on the 21stScenario 3: Closed on the 18th, site created within hours on the 19th, the invoice is generated late and the payment runs on the 21stThe contract start date is still on the 18th though the client saw the payment clear on the 21stIn this case, what happened was scenario While we try our best to keep everything aligned to clear up confusion, it’s not always possibleBecause the client requested the cancellation more than days after the contract start date, the refund was deniedWhile there is a difference in the service date and billing date, the software was provided on the start of the service period, 4/18/2016. When he cancelled we looked at the site creation date and the contract start date and by either date the refund window was missed- it was day for the site creation date and day for the contract start dateI know it's very frustrating and unfortunately there's not much wiggle room with the contract terms and refund periodWe are very sorry for the confusion and understand the customers’ perceptionsWe are willing to provide the paid money back in the form of an account credit and work with the client to set up the software for free if they wish to start up again in the futureWe have made a note in our system to honor thisAgain, our apologies for the negative experience and we sincerely hope we can provide a more positive experience in the future
Complaint:
I am rejecting this response because:The company failed to handle the matter in accordance with generally accepted good business practices Mindbody refuses to transfer customer cardholder data to our preferred alternative service upon cancellation and continues to hold our customer data hostage The two primary issues with Mindbody's response are as follows: There was no indication that we would be charged for canceling our service with Mindbody and moving our customers to an alternative service provider upon signing up with MindbodyThe referenced section in Mindbody's policy (Section 8.3) states that all data will be made available within thirty (30) days of cancellation and that there may be additional fees only in the circumstance that we require Mindbody’s assistance in retrieving our data during the Subscription Term We are requesting to cancel our service and simply retrieve the associated data as indicated will be made available in the Agreement:“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.” A separate response has been emailed to Annie at Mindbody, reflective of our clear position and requests, as copied herein below: A***, Thank you for your message To clarify, we are not requesting the cardholder data to be sent to us directly. Rather, we are requesting to cancel our Mindbody service and have the data transferred to our alternative PCI-compliant service. The PCI DSS requirements apply to your organization by law, and it is not appropriate for you to pass on your associated costs to your customers unless clearly outlined in the Agreement. We would not take on any of the liability or PCI DSS requirements ourselves, since the data should be transferred directly to the alternate merchant account processor If it was the intent that anyone who cancels their Mindbody subscription should have to pay $in order to transfer to another service, that should have been clearly disclosed upon initiating the serviceFurthermore, the ambiguous language in Section of the Agreement indicates data will be made available for a period of up to thirty (30) days after the receipt of notice of termination (which we've previously given you). Per the agreement, "additional fees may apply" only if we require assistance in retrieving the data "at any time during the Subscription Term." We have rejected your response via the Revdex.com, and hope you will resolve this issue professionally. We expect the cardholder data to be transferred to Moonclerk/Stripe and to not be billed for any month after December of Regards,G***
Thank you for your emailIn reviewing the account, we can share the following facts:- On 3/28/the client purchased the Solo level subscription and received the "Get You Started" promotion which consists of 50% off for months- The client received months at 50% off in March, April, May, and
June, as well as a free mobile swipe for credit card transactions (April)- In July, when the promotion expired, the pricing went up to the list price of $45/month- The terms of service referenced were agreed to by the customer on 5/2/2016- The terms of service, which are also available online at https://www.mindbodyonline.com/terms-of-service, state that cancellations require days written notice to process: "Term: Unless otherwise specified in an Order Form, the term of this Agreement will be month to month ("Subscription Term")The Subscription Term commences on the Effective Date and will automatically renew on a monthly basis until either Party terminates in accordance with this AgreementEither party may terminate the Agreement at any time for any reason or no reason by providing notice to the other Party at least thirty (30) days before the end of the relevant Subscription TermUnless otherwise specified in an Order Form, Subscription Fees during any automatic renewal term will revert to the current pricing in effect at the time such renewal term commences."- The customer called on 7/28/2016, the day the automatic renewal went through at $45- During this call, we informed the customer that days notice is required and did not provide a refund for the charge that went through in July. I hope this helps, and please let me know if you have further questions or concerns.We're sorry to hear it didn't work out, and welcome more feedbackI can be reached directly at [email protected]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 11312973, and find that this resolution is mostly information I already knew and have used but having a 1 hour refresher course would be beneficial so I am willing to try that.
Regards,
S[redacted]
Hello M[redacted],While I understand that you have now transferred your business and are no longer receiving services, all payments are non-refundable which you can find in our Terms of Services located here:https://www.mindbodyonline.com/terms-of-serviceIn addition, please see the below statement from the email that your business received on January 2nd, 2018 regarding the change in payment:"Effective February 1st, your current software level will be moved to the Accelerate plan. This move ensures that you retain the functionality previously available with the Pro plan. Your monthly subscription will then change to $195/month and you'll be able to take advantage of the additional features outlined above." At this time, a refund will not be a possible solution as we did inform you of the changes, price difference, and our Terms of Service support this decision.Thank you,
Complaint: 11134026
I am rejecting this response because:
The message from mindbody obviously show once again the lack of attention to customer complaints and lack of flexibility of the company in accomodating and transitioning new customers that use other type of software. Also it shows the huge disconnection between their departments.Attached you can see a text message snapshot from their sales department that proves their concern when the technical department was going way over the 2 weeks promised by the sales rappresentative .The second snapshot is an email that never got answered demonstrating the lack of attention within departments as well.The missed response to that email left us with absolutely no chance to discuss the setting up of the pos sistem.Keeping on listing the things that you have done and the hours rendered will not cure the deeper problems that your company is showing in customer care. This is the moment for you to take the opportunity and review your line of conduct and policys in order to solve problems instead of creating new ones for your customersAfter living in a limbo for few weeks and observing this negligent behavior(while we where undergoing the opening of a new location) we lost our trust in mindbodyThe final confirmation of the lack of customer care was the fact that they started ignoring my emails requesting the refund.We do ask for a full refund of our money.
Regards,
D[redacted]