Dear T[redacted], Thank you for your feedback. We reviewed the short history of the account as it was only open for two weeks and while we did not find documentation supporting a promised refund of software fees if it did not fulfill the reason for purchase, we will process the refund as requested....
If you have any more details on this communication or how you came under this impression we would very much appreciate more feedback, as well as any other details on what the reason for purchase was that was not met. I can be reached directly at [email protected]. This feedback will help us improve our sales and customer on-boarding processes if you're open to giving us that opportunity. Thank you again for your feedback. The request for refund was submitted to our billing team today and should appear in the account from which you purchased within 5-7 days. Sincerely, A[redacted]SVP, Customer Experience
The client has contacted us on a number of occasions for core product support and to report issues with the Engage app. All issues have been responded to. We understand and apologize for the frustration caused as evidenced in the timeline below. Some of these issues were outside...
of our control as with the Apple iOS software update. We thank the client for their feedback and will look to see where we can improve our communication in the future. Regarding the requested settlement, we have already provided compensation, and are happy to discuss the matter further at ###-###-#### or by emailing [redacted]@mindbodyonline.com to understand further. Please note that the subscriptions have been discounted, from their regular rates. While compensation was provided in good faith for issues experiences with Engage, the compensation was discounted from the monthly core product hosting fees and not the Engage fees. * Comp on September and October hosting, for engage issues, @ $84.99/each* Credited $58.44 on July hosting for non-engage issue* Pro subs discounted to $15 and $65 = the $15 sub will move to $65 in November* Engage discounted to $59Timeline of Events relating to the Engage App mentioned in the complaint filed with the Revdex.com:6/10/2015 - The client reported an issue in which an error was received when adding a future class reminder to a calendar. We were unable to reproduce the error and escalated for further research with the MINDBODY Engage App team. We were not able to identify an issue – the app worked as expected with testing.6/22/2015 - The client called in about a bug in which introductory offers were available to existing clients, which should not happen. This occurred on the MINDBODY Express iOS App. A total of 9 clients have reported this bug. The priority for fixing this bug is low and it is still open as of 9/22/2015. This bug is also visible in Engage, however an existing client cannot complete the purchase. If attempted the message given is “FAILED the input cart items are invalid.” 7/1/2015 - The client wanted to sell a bundled package is Engage, which is not a current feature. The MINDBODY support agent was able to find an alternative solution. 7/22/2015 - The client called in frustrated about the Engage app issue reported on 6/22/2015 and demanded the issue be resolved immediately. We explained that it would not be resolved immediately. The client escalated to a management team member. 8/6/2015 - Client contacted us about two issues: ?1. Customers signing up for classes without paying. There was a bug that was preventing services from showing up in the mobile app, however upon deeper investigation this was not the cause of the issue the client experienced. Although unrelated, the bug was fixed the same day the client emailed us. When we reviewed the setup of the client’s core product, which the mobile application runs on, we found that a class had a service fee set to $0.00. This was an error made in the how the client set up their class not related to a bug in the product. ??2. The client also asked for a poster to be mailed to her business promoting the app.We emailed a copy of the poster for review, and asked for an address to mail a printed copy. Since this client asked for a Logo update to their App (which we provided free of charge), this Print Promo was delayed due to the graphic update. This Print Promo (poster) is expected to be shipped out later this week. 9/10/2015 - Client called in about the Engage app and requested compensation due to issues. We provided compensation as described below. We called client at this time and provided support for her mobile errors that she experienced here below. We settled all her questions and offered a free logo update per her request and approval. 9/11/2015 – the client put in a request to speak with a supervisor, since her appointments could not be booked on the MINDBODY Engage App. We left her a voicemail and sent her an email under Ticket #3412553. 9/12/2015 – the Engage team found a setting in the software that was preventing the appointments from being booked on the app. We called the client and let her know that we can turn the setting off to fix her issue, and she asked to research it further and find an alternate solution because she did not want to change the setting in the core software to fix the app. We sent this info back to the Engage team on Sept 12th for further research, and let the client know that the Engage team will be in on Monday to take a deeper look, and that we will contact her with an update the following week after we spoke with them. 9/14/2015 – the client called back into tech support when her POC with the Engage team was not in, and worked with two support agents to see if there in an update to the alternate solution that discussed with her on Sept 12th , which is recorded in ticket number #341296, and this info is CC’d to the Engage team. 9/15/2015 - Client called in with this error: There was an API error requesting appointment for Personal Training (60 mins). The client was instructed to use a new flow to book an appointment. Clients have to buy a service first before booking an appointment. UPDATE: A fix for this was deployed by the API team on 9/23/2015. This release from the API was successful appears to have fixed the issue. This client wants to test with one of our Engage Support Reps while we are on the phone, and this is scheduled for Thursday, Sept 24. Update as of 9/24: We tested this on the phone with the client today, and it works correctly now and has been resolved. 9/18/2015 - The Engage team finds a solution to be able to book appointments on the app, we contact the client and let her know that it is pending to be corrected for the next release. We work with the client to get a list of new requests to restructure the look of her app, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app. 9/19/2015 - We speak with the client again to make a slight adjustment to her location name, she decided to change the format to not include the city and state, and we make tentative plans for a conference call next week to resolve her remaining requests. We forward the info back to the Engage team to work on, and to book a time where we are all available to speak. We tell the client that we have noticed that one of her locations titled MobileWellness is not appearing on the app to be booked. She lets me know that she does not want this to appear on the app, and we document our conversation and email it back to the client in Ticket #3436189. We let the client know we will speak with her again on Tuesday the 22nd. 9/22/2015 - New bug introduced with Apple's iOS9 software update. This issue introduced by Apple’s new IOS will be resolved with the next app update. Name of the update on the iOS9 software: HTTPS Requirement: iOS will now default app connections to HTTPS.UPDATE: A fix for this new bug was submitted to Apple's App Store on 9/22/15. We expect this updated build to be reviewed and approved by Apple in the coming days. Once Apple approves the built, they will push it live. Update as of 9/24 The client has been notified that the update is being approved by Apple, and is happy to hear that it will be approved soon. We also customized her Engage app to her liking for her location names, contact section, addresses listed, buy services listed, and to add workshops. These aspects were not a part of her official complaint, but we made sure to address her entire wish list for the app to cover all bases. The book and buy workflow looks good and the client is happy with the results, and aside from the Apple release listed above we are just waiting for her Contact Us section of the app to be updated with a new map in the next few days. At this point we are helping her with the core software for setup questions having to do with her Schedule, setting up Workshops, Staff Permissions, and Auto Emails. 9/23/2015 – We speak with the client, and we book the above mentioned conference call for Sept 24th to finalize the setup that we discussed on Sept 18th, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app. We reiterate to the client that the 2 API issues that we discussed on Sept 11th and on Sept 22nd will be corrected with the next releases. The client lets me know that she actually is looking for the MobileWellness location to be booked on the app, but only for 2 specific appointment types. We research this and found that this can possibly be changed in the Engage Platform, since it appears that this location is missing from the back end, which is on our to-do list to resolve today (9/24/2015) by adding the full location functionality.
In reviewing the rejection and ticket history, MINDBODY is choosing to stand by the actions taken resolve issues reported and described in our previous response. With $241.39 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:12. Cancellation and Refund PolicyIf for any reason our services do not meet your needs, let us know within 30 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 needs. If 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.
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: 12723967
I am rejecting this response because:While I appreciate the good will gesture, the business has been transferred away from my ownership and I will never recognize the benefit. Ideally, I would like to receive a refund for the unexpected charge because otherwise the benefit is passed to the new owner and I am just assessed a pricing increase for the month this happened. Furthermore, while the communications were sent and received, none of the communications were direct notifications of a fee change. The change in services would require additional research by me, the customer, to determine the new fees and impacts to me as a customer. I feel as though that is an elegant work around to raising pricing and addressing the direct, active participation by your customers in that pricing increase. That does not seem to me to be a good way to operate, it seems to be deceiving.
Regards,
M[redacted]
Dear J[redacted],I want to apologize for your multiple attempts to gain a resolution for this situation. I was able to research the history of your account and do see that you contacted our business on the below dates:November 17th,2017: Your business spoke with our team, it's unclear whether the issue...
was still occurring or not.January 11th, 2018: Your business chatted in to our team.Our team ended the conversation without an opportunity to troubleshoot due to not hearing back in the chat from your businessJanuary 11th,2018: Your business spoke with a MINDBODY Technical Support Specialist over the phone to discuss this issue. According to our call log, E. Kim was attempting to book the 10 am Pilates class on 1/18 however, was seeing "call" in the app. It was determined that this was because they were already booked into the Adult Ballet class at the same time on the same day. This is why our team proposed enabling "Duplicate/Overlapping Client Reservations/Sign-Ins" for Consumer Mode. That setting would allow E. Kim to be booked in both classes at the same time. If this was not the intention, E. Kim would need to cancel one of the reservations to complete the task. At this point, I feel it is imperative that we coordinate a call between you and a MINDBODY Technical Support Team Lead to continue to investigate this issue and verify understanding of the situation. Our team will be emailing you shortly to coordinate an appointment time that works best for your business to expedite the resolution. I appreciate your feedback to our team, if you need anything else related to this issue you can email me directly at [email protected] and I'm happy to help. 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]
Dear V[redacted], Thank you for your feedback. Yes, we do require 30 days’ notice for cancelling the subscription service. We outline this in our terms of service online at www.mindbodyonline.com/terms-of-service. The 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 website. I see that this request to downgrade was initiated with our Billing team on 12/14/2016 and resolved the same day. In 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 5/25/2016. Applying the 30 day cancellation policy, this created a cancellation date of 6/26/2017 and any billing scheduled during that time frame would go through. Below is a history of contacts we have via email and phone call over the last 6 months.
Thank you for your feedback V[redacted]. We are working with our support center and legal teams to make the cancellation policy more visible. Currently it's accessible at www.mindbodyonline.com/terms-of-service and can be accessed from the main website at the footer. You 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 R[redacted], The request to cancel your account is currently pending. We emailed a response back on 1/9/2016 to request verification on the account prior to processing. Please email your response as soon as possible to avoid additional charges. I've attached a copy of the response from...
our team requesting the necessary information to close the account so you can search your email and junk folders in case it was filtered out. We hope you are recovering well and wish you all the best.Sincerely, A[redacted], SVP Customer Experience
MINDBODY’s terms of service state in section 13, “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 Date. WE 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.”We provide refunds within the first 30 days of service. Kristen would have been eligible for a refund up to 3/9/2015. However the request to cancel was received on 7/13/2015. K[redacted] [redacted] agreed to the attached terms of service on 2/10/2015 at 12:26 PM via an electronic copy within her software product. The name and email associated with the agreement is K[redacted] and [redacted]@stylemehairdesigns.com. (See attached image for details) Because K[redacted] contacted after her payment was processed, we chose not to provide a refund, which is in line with the terms of service. The terms of service is also available for reference from our website at https://www.mindbodyonline.com/terms-of-service.The software and merchant processing services are now cancelled, and no subsequent charges will be made.
Hello M[redacted],We appreciate you connecting with our team regarding your frustrations related to the most recent subscription package changes. Whenever we have package or pricing changes, we alert our customers ahead of time to ensure that you are well informed and can make an educated business...
decision that will best suite your needs. Please see the below timeline that we have regarding communication to your business surrounding these changes:January 2nd,2018: Email communication was sent regarding upcoming changes to our software packages with the subject line "Your software plan is changing". It included a notice that your current software package was being discontinued. This email encompassed the "why" behind these changes, the change in price for the new package we would be moving you to (since your current package would no longer be available), and included the effective date of the package change as well as your new rate. In this email, it was stated that your business would be moving to the Accelerate package and that, if you would like to move to a different package (including the less expensive Essential package with fewer features), you could do so by contacting our team and we would make this change on your behalf.February 23rd, 2018: You contacted our team regarding the new packages. Our team discussed the changes with you and you decided to downgrade to the Essential package.Our email records and contact history show that you were notified of the change as well as given the opportunity to edit the subscription in a sufficient amount of time. However, as a sign of good faith, I will be submitting in a request for $70 credit to your March 2018 MINDBODY subscription fee. This is the difference between the two levels and an offer in good will. If you have any additional questions surrounding this situation please do not hesitate to reach out to me directly at [redacted]@mindbodyonline.com Thank you,
Complaint: 11875921
I am rejecting this response because: a) Mindbody's claims to attempt to communicate with my manager: where and when are these attempts? If anything, my team has been requesting callbacks for several weeks now, to no avail. A very helpful business development rep, Devin Gordon, tried to coordinate tech support for us, and that fell through too..b) Priscilla has been helpful but there is only so much one person can do with Mindbody's case-by-case approach to these problems. I would love to see Mindbody's record for Priscilla's attempts to reach out to my team so we can reconcile this myth.c) We have not received any, much less regular attempts to fix the problems we have besides rote responses like "Ask your client to reinstall the app" and "Reset their password for them." We have literally lost customers because of this flaw because they're sick of not being able to use the app, ostensibly the biggest tool that our clients use to book classes. d) Unfortunately, no, we have not received solutions for "2 out of the 3 problems." People are still complaining on daily basis about login issues. e) In the past two weeks, my manager's attempts to reach Mindbody support via their popular live chat system has resulted in her telling me that live chat is now only available for 3-4 hours a day, which is absurd for a paying customer.
f) Your "onsite visit" consisted of a surprise drop-in, in which our complaints were recorded on camera by Mindbody's "evangelism" team, resulted in zero action taken, and the point of contact (Blake) facetiously telling me that it sounded like he had nothing more to offer me in terms of help.
Regards,
A[redacted]
Thank you G[redacted], We have received previous communication from you and prior notice that you intended to file a Revdex.com complaint for the requested resolution. We are currently processing your cancellation request in line with our terms of service. Unfortunately the wait times have been longer than...
desired with the holidays in December, and January being the busiest month for most wellness businesses. We'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 information. This 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 you. We want to ensure that your customers data is protected to the greatest extent possible. The $600 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 hands. The effort and technology required to un-encrypt and send cardholder data, and therefore the cost, is the same whether 1 client record or 1000 client records. I understand it's frustrating especially when cancelling an account and I hope this helps to clarify more why there is a fee associated. From your email communications previously, you mentioned you have only 6 client records. If you do not wish to pay the fee, then the altnerative is asking for those credit card numbers again. Not 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 compliant. If not, liability of cardholder information stored in their product may also rest on you as the business owner. You can find the list at http://www.visa.com/splisting/searchGrsp.doThe fee is briefly described in our terms of service in section 8.3 at www.mindbodyonline.com/terms-of-serviceI've copied and pasted it at the end of this response for convenience. Regarding 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 fees. That 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 notice. After such thirty (30) day period, MINDBODY will have no obligation to retain or provide Your Data, except as required by applicable law. If at any time during the Subscription Term you require MINDBODY’s assistance in retrieving Your Data, additional fees may apply.
Thank you Darlene, We’ve reviewed our records and found that the first invoice was delayed. We charge $47.50 (USD) on 10/11/2016 for a service period of 9/30/2016-10/29/2016. The delay was due to an audit on our end not a credit card decline. While we don’t have record of a decline on file, if a...
team member at MINDBODY told you that, we apologize for the misinformation provided. The second charge for $47.50 occurred 10/30/2016 for the service period 10/30/2016-11/29/2016. As you are located in Canada, we charge in USD and the discrepancy you see is due to the currency conversion from USD to CAD, which fluctuates daily. We do not show any record of the client calling in and speaking with Billing specifically, however there is some communication with our onboarding team for initial software training, and then email communication with Client Care to process the cancellation. There is also a record of speaking to client care about the fees to gain clarity on 11/15/2016. During this call, we noted that there was frustration about conversion from USD to CAD. Our Client Care team requested to waive the cancellation proration, which Billing implemented and the client was not charged beyond the 10/30/2016 charge. We have declined to provide a refund for previous paid months and still stand by this decision as it is in line with our terms of service available at www.mindbodyonline.com/terms-of-service. This also is visible upon first login to the MINDBODY product where agreement is collected from the client/end user. We definitely understand the frustration as other clients in Canada have recently expressed similar frustrations with the conversion rate and poor CAD performance lately. Our current rates listed on our website are in USD even when viewed in Canada and unless otherwise noted, we do not charge local currencies. We’re sorry you felt you had to take to the Revdex.com, and want to reassure you that we are willing to communicate and work through issues – sometimes unfortunately it comes down to applying our policy and trying our best to explain what it is and why we have it. We wish you all the best in the future, and please don’t hesitate to reach out should you need further assistance. Sincerely, A[redacted], Senior Vice President, Customer Experience
Thank you for giving us an opportunity to clear up any confusion that may exist surrounding this matter. Regarding the request to resolve the disputed amount of $9002: The Pilates Room Studio has been a client of MINDBODY for many years, and has agreed to pay for...
software services rendered on a per location per month basis. Upon completion of the sales process, clients agree to and accept our general Terms of Service in which they agree to a month to month subscription payment, acknowledging that services can be terminated for cause (Section 8. Term, Termination and Suspension): Termination for Cause. MINDBODY may terminate this Agreement, effective immediately upon notice to you, if you or an Affiliate are in material breach of this Agreement. In the event of a termination pursuant to this Section 8.2, in addition to other amounts you may owe MINDBODY, you must immediately pay any unpaid Subscription Fees associated with the remainder of the Subscription Term. In no event will any termination relieve you of your obligation to pay any fees payable to MINDBODY for the period prior to the effective date of termination. The $9002 dollars in question is a result of a failure within the API gateway between MINDBODY and the Merchant Payment provider to settle transactions billed on the date indicated. This was an issue we alerted The Pilates Room to, and after thorough research into the issue we agreed that we would provide The Pilates Room a refund for the amount in question. On 9/19/2016 we communicated this decision and approval to The Pilates Room providing them with a Payee setup form, requesting that the form be filled out and returned so we can process the refund. On 10/16/2016, nearly 30 days later, we received this form back from the client. Once received, this form was sent to the appropriate department to begin the refund process, and at that time the Billing department informed that the Client had a significant past due balance, with some locations having not been paid for since May of 2016. On 10/27/16 we sent an email to the client notifying them of the unpaid balance with a complete invoice of services owed, advising them of an upcoming deduction in the amount owed. On 10/28/2016 the client responded via email indicating refusal to pay the amount owed due to the size of the balance. On 11/2/2016, two days before the payment was set to process, the client again reiterated their refusal to accept this solution to the overdue balance. On 11/3/2016 we offered the client the option of accepting a reduced refund amount, using some of the refund to pay the overdue balance and bring the account current. This email went unanswered until 11/17/16 despite multiple contact attempts to generate an amicable solution. On 11/17/2016 the client responded indicating that they would like to use the pending refund ($9002) to pay their past due balance through their termination date (Dec. 20th, 2016) and to be provided any remaining balance. Due to the client's recent response, we are currently in the process of determining the total amount of software fees to collect through Dec. 20th, 2016 and will soon follow up with the client on the timing and amount of refund to be processed. At no point during these events did we indicate to the client we would not pay her the approved refund, but rather wanted to ensure any overdue balances owed by the client would be recovered and reconciled. Regarding the request to ensure a smooth transition to a new vendor: Upon receiving termination notice, clients have the option to complete an export of their client data which will aid in the movement to another electronic vendor. The fee for said export is $600 per site. In previous discussions regarding The Pilates Room's pending termination, we indicated that this fee would be waived in an effort to aid in a smooth transition. On 11/21/2016 the client notified us of their timeline and wishes for this client export to be ready on 12/14/2016. On 11/22/2016 the client notified us of a change in the date for the export to 12/12/2016. After receiving the requested transfer dates, we have passed the request to the appropriate department and outreaches to conduct this work have been started. Much like The Pilates Room, we are interested in seeing a smooth transition occur to their new chosen vendor, and as has been established, we are carrying out the right activities to do so. Regarding allegation of abuse/discrimination of the client: There was not any abuse nor was there discrimination. Regarding the routing of calls to S[redacted]: At MINDBODY we want to take care of our clients to the best of our ability with our larger clients being assigned Client Success Specialists. S[redacted] functioned as the main point of contact for The Pilates Room as a way to ensure all calls and needs get addressed and routed properly. This is a favorable method of interaction at MINDBODY as clients don't need to call into different numbers, but utilize one point of contact who can route all needs appropriately internally. Regarding Termination of The Pilates Room: MINDBODY reserves the right to ensure maintenance of mutually beneficial relationships with our clients and can and will refuse service to those who exhibit behavior that is abusive or detrimental to business processes or relationships. The Pilates Room has exhibited a history of causing business disruption through treating service representatives with disrespect, and attempting to circumvent business processes through manipulation and pitting cross functional team members against each other. All of these activities are a drain on business resources, disruptive, and demonstrate a non-mutually beneficial relationship. · On 2/23/2016, MINDBODY provided The Pilates Room 30 days’ notice of pending account termination for the above mentioned disruptions. · On 3/2/2016, MINDBODY receives a letter from The Pilates Room legal counsel requesting an additional 6 months before termination to provide adequate time to off-board and find another vendor. · On 3/6/2016, MINDBODY provides The Pilates Room legal counsel notice that we would delay the account termination until 5/23/2016 to accommodate the extra time requested. In addition we provided The Pilates Room an addendum to the standard Terms of Service, which if signed by the client, would allow her account to stay with MINDBODY. The addendum specifically stated that behaviors such as those exhibited previously are not welcome, and if experienced again, would lead to final termination of the account. · On 5/23/2016 the addendum had not been signed by the client and sent back, and we began to process termination of The Pilates Room account. · On 5/23/2016 The Pilates Room protested the termination and we provided the client additional time to sign and send back the addendum, which finally occurred on 6/16/2016. · On 8/15/2016, despite having signed the addendum agreeing to maintain strong vendor/client relations, The Pilates Room placed unrealistic demands regarding compensation and timeline for response upon MINDBODY while we were working to amicably find a solution to the failed settled transactions that took place in 4/17/2016. · Further disruption to internal teams occurred, and it became clear that The Pilates Room had no interest in working with us as a mutually beneficial partner, and would continue to exhibit the same behavior that led to the initial instigation of their account termination. · On 9/19/2016 MINDBODY representatives had a phone call with The Pilates Room indicating that we intend on terminating their account due to the aforementioned issues. It was noted that instead of providing only 30 days’ notice, we would provide 90 days (12/20/2016) to give the client time to find another vendor, and that we would waive the export fees for the client data. We also indicated that the refund for the settled transaction issue which was previously approved will still get fulfilled, provided they fill out the appropriate payee form. As has been demonstrated, we made a concerted effort to work with The Pilates Room, providing multiple opportunities and ample time/leniency to maintain a mutually beneficial relationship, one that would not be a drain on internal resources or that would result in manipulative and disrespectful behavior to internal team members. We wish the best for The Pilates Room with their next vendor, but they are simply no longer the right client for MINDBODY. Additional Comments: The Pilates Room Studios owner, Katia Green has had a history of abuse with MINDBODY. She has abused customer technical support staff repeatedly over the phone and infringed MINDBODY’s Community Forum guidelines; specifically: • “Spamming or posting the same thing over and over again will result in removal of those posts.” • “Personally attack others. Remember that calling someone names; including MINDBODY, isn’t constructive and it will not be tolerated.” We hope this detailed reply helps to provide clarity on the history of this account and what led to MINDBODY terminating the relationship. Sincerely, A[redacted]VP Customer Service
Dear M[redacted], We're sorry to hear the product did not meet your needs. In reviewing the account we see that you bought online on 9/28/16 and in November. With the 30 day notice policy that's outlined in our terms of service, the software will be active through 12/16/16. I can confirm...
that you spoke with Jamie. We were not able to gather details for the reason for cancellation on the phone and applied our normal "no refund policy" in line with the terms of service, which we have agreement on. Timeline:9/28/16 – Sale Closed Throughout October – No showed training webinars (ZD #4723721) 11/16/16 – Called to cancel (Day 50) Internal notes regarding cancellation: ZD #4903473 “Client requested a refund - she has signed the TOS and started setting up the site. I told her she would not be issued a refund and she became angry. I also told her we require a 30 day notice of cancellation and she started yelling. She asked to speak with a manager and I told her it would not be possible as the information would remain the same. She said she will dispute any charges with her bank and spam media with my "name all over it" and disconnected the line. I was able to verify security on the account so I processed the cancellation.” It is accurate that the supervisor would have provided the same information however it is not good etiquette to ignore a client's request for a supervisor. We will work with that agent and remind our teams to follow through on those requests. Thank you for your feedback, A[redacted]
Dear T[redacted], I'm sorry for the experience you've received in attempting to cancel your Engage app. I understand that there was a lackluster experience in trying to get it going let alone cancel the service. We want to keep you with us as a client and will be happy to discuss your...
refund. i'm currently investigating with the team, and can assure you that in the meantime, a $67.94 credit was applied to your account. I will follow up with you via personal email to discuss the rest of the requested settlement and so you can have my direct contact information. For the purpose of the Revdex.com response, I've added the timeline of contacts and outcomes with the Engage app product. Warm Regards, A[redacted]VP, Customer ServiceMINDODY, Inc.Timeline:MINDBODY has record of sending her proofs of her app and app deployed using the process the Engage team has when there is no response. Her rep left MINDBODY, she said didn’t receive the emails with the proofs, but she did still express interest in December for the product as long as she could see it (“Ill have a look at it and we will go from there.”) Details: · CID 160112: DermaGlow Skin · Close Date - 05/02/2014 · Engage Close Date – 07/07/2015 · Engage welcome email – 07/28/2015 · Follow up sent – 08/07/2015 · Client responds with Logos – 08/07/2015 · 08/31/15 – Mock up sent · 09/11/2015 – Mock up sent again · 09/18/2015 – No response, app submitted for deployment, no email was sent to client regarding launch · 12/16/2016 – Client calls wanting to cancel the Engage but then wants to see the product before making a choice. She is given the tools on how to DL it herself and Engage support reaches out to assist her with the app. · 12/16/2016 – Engage support reaches out to client. · 01/08/2016 – Client calls in believes she was given refund from finact, no notes in billings records · 01/21/2016 - tech requested refund for app, client was unaware app was launched. “She is very frustrated and would like to be refunded for the months she didn’t use the custom mobile app. She still wants to keep the app now that she knows about this.” · 02/08/20126 – Client puts in 30 day notice of cancellation of app · 03/05/2016 – Client receives final bill for app, but it is not prorated, Elizabeth applies credit moving forward for the
Thank you for the response. I have confirmed that the refund is approved and processed on our end. There is delays depending on the bank used. Additionally, a recent change in process here requires our corporate controller to approve and process all refunds, which explains the disconnect in our response via the Revdex.com and the consumer's experience, however as stated, we are complying with the consumer's request and would have regardless as it was an error on our end that caused billing to go through. We're sorry for dropping the ball on that, and please let us know if you need anything else. We can be reached 24x7 at ###-###-####- notes are on the account for any agent that assists to know what has happened.
Dear T[redacted], Thank you for your feedback. We reviewed the short history of the account as it was only open for two weeks and while we did not find documentation supporting a promised refund of software fees if it did not fulfill the reason for purchase, we will process the refund as requested....
If you have any more details on this communication or how you came under this impression we would very much appreciate more feedback, as well as any other details on what the reason for purchase was that was not met. I can be reached directly at [email protected]. This feedback will help us improve our sales and customer on-boarding processes if you're open to giving us that opportunity. Thank you again for your feedback. The request for refund was submitted to our billing team today and should appear in the account from which you purchased within 5-7 days. Sincerely, A[redacted]SVP, Customer Experience
The client has contacted us on a number of occasions for core product support and to report issues with the Engage app. All issues have been responded to. We understand and apologize for the frustration caused as evidenced in the timeline below. Some of these issues were outside...
of our control as with the Apple iOS software update. We thank the client for their feedback and will look to see where we can improve our communication in the future. Regarding the requested settlement, we have already provided compensation, and are happy to discuss the matter further at ###-###-#### or by emailing [redacted]@mindbodyonline.com to understand further. Please note that the subscriptions have been discounted, from their regular rates. While compensation was provided in good faith for issues experiences with Engage, the compensation was discounted from the monthly core product hosting fees and not the Engage fees. * Comp on September and October hosting, for engage issues, @ $84.99/each* Credited $58.44 on July hosting for non-engage issue* Pro subs discounted to $15 and $65 = the $15 sub will move to $65 in November* Engage discounted to $59Timeline of Events relating to the Engage App mentioned in the complaint filed with the Revdex.com:6/10/2015 - The client reported an issue in which an error was received when adding a future class reminder to a calendar. We were unable to reproduce the error and escalated for further research with the MINDBODY Engage App team. We were not able to identify an issue – the app worked as expected with testing.6/22/2015 - The client called in about a bug in which introductory offers were available to existing clients, which should not happen. This occurred on the MINDBODY Express iOS App. A total of 9 clients have reported this bug. The priority for fixing this bug is low and it is still open as of 9/22/2015. This bug is also visible in Engage, however an existing client cannot complete the purchase. If attempted the message given is “FAILED the input cart items are invalid.” 7/1/2015 - The client wanted to sell a bundled package is Engage, which is not a current feature. The MINDBODY support agent was able to find an alternative solution. 7/22/2015 - The client called in frustrated about the Engage app issue reported on 6/22/2015 and demanded the issue be resolved immediately. We explained that it would not be resolved immediately. The client escalated to a management team member. 8/6/2015 - Client contacted us about two issues: ?1. Customers signing up for classes without paying. There was a bug that was preventing services from showing up in the mobile app, however upon deeper investigation this was not the cause of the issue the client experienced. Although unrelated, the bug was fixed the same day the client emailed us. When we reviewed the setup of the client’s core product, which the mobile application runs on, we found that a class had a service fee set to $0.00. This was an error made in the how the client set up their class not related to a bug in the product. ??2. The client also asked for a poster to be mailed to her business promoting the app.We emailed a copy of the poster for review, and asked for an address to mail a printed copy. Since this client asked for a Logo update to their App (which we provided free of charge), this Print Promo was delayed due to the graphic update. This Print Promo (poster) is expected to be shipped out later this week. 9/10/2015 - Client called in about the Engage app and requested compensation due to issues. We provided compensation as described below. We called client at this time and provided support for her mobile errors that she experienced here below. We settled all her questions and offered a free logo update per her request and approval. 9/11/2015 – the client put in a request to speak with a supervisor, since her appointments could not be booked on the MINDBODY Engage App. We left her a voicemail and sent her an email under Ticket #3412553. 9/12/2015 – the Engage team found a setting in the software that was preventing the appointments from being booked on the app. We called the client and let her know that we can turn the setting off to fix her issue, and she asked to research it further and find an alternate solution because she did not want to change the setting in the core software to fix the app. We sent this info back to the Engage team on Sept 12th for further research, and let the client know that the Engage team will be in on Monday to take a deeper look, and that we will contact her with an update the following week after we spoke with them. 9/14/2015 – the client called back into tech support when her POC with the Engage team was not in, and worked with two support agents to see if there in an update to the alternate solution that discussed with her on Sept 12th , which is recorded in ticket number #341296, and this info is CC’d to the Engage team. 9/15/2015 - Client called in with this error: There was an API error requesting appointment for Personal Training (60 mins). The client was instructed to use a new flow to book an appointment. Clients have to buy a service first before booking an appointment. UPDATE: A fix for this was deployed by the API team on 9/23/2015. This release from the API was successful appears to have fixed the issue. This client wants to test with one of our Engage Support Reps while we are on the phone, and this is scheduled for Thursday, Sept 24. Update as of 9/24: We tested this on the phone with the client today, and it works correctly now and has been resolved. 9/18/2015 - The Engage team finds a solution to be able to book appointments on the app, we contact the client and let her know that it is pending to be corrected for the next release. We work with the client to get a list of new requests to restructure the look of her app, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app. 9/19/2015 - We speak with the client again to make a slight adjustment to her location name, she decided to change the format to not include the city and state, and we make tentative plans for a conference call next week to resolve her remaining requests. We forward the info back to the Engage team to work on, and to book a time where we are all available to speak. We tell the client that we have noticed that one of her locations titled MobileWellness is not appearing on the app to be booked. She lets me know that she does not want this to appear on the app, and we document our conversation and email it back to the client in Ticket #3436189. We let the client know we will speak with her again on Tuesday the 22nd. 9/22/2015 - New bug introduced with Apple's iOS9 software update. This issue introduced by Apple’s new IOS will be resolved with the next app update. Name of the update on the iOS9 software: HTTPS Requirement: iOS will now default app connections to HTTPS.UPDATE: A fix for this new bug was submitted to Apple's App Store on 9/22/15. We expect this updated build to be reviewed and approved by Apple in the coming days. Once Apple approves the built, they will push it live. Update as of 9/24 The client has been notified that the update is being approved by Apple, and is happy to hear that it will be approved soon. We also customized her Engage app to her liking for her location names, contact section, addresses listed, buy services listed, and to add workshops. These aspects were not a part of her official complaint, but we made sure to address her entire wish list for the app to cover all bases. The book and buy workflow looks good and the client is happy with the results, and aside from the Apple release listed above we are just waiting for her Contact Us section of the app to be updated with a new map in the next few days. At this point we are helping her with the core software for setup questions having to do with her Schedule, setting up Workshops, Staff Permissions, and Auto Emails. 9/23/2015 – We speak with the client, and we book the above mentioned conference call for Sept 24th to finalize the setup that we discussed on Sept 18th, specifically adding locations, changing the location names, adding both locations to the buy services section of the app, and to restructure the Contact section of the app. We reiterate to the client that the 2 API issues that we discussed on Sept 11th and on Sept 22nd will be corrected with the next releases. The client lets me know that she actually is looking for the MobileWellness location to be booked on the app, but only for 2 specific appointment types. We research this and found that this can possibly be changed in the Engage Platform, since it appears that this location is missing from the back end, which is on our to-do list to resolve today (9/24/2015) by adding the full location functionality.
In reviewing the rejection and ticket history, MINDBODY is choosing to stand by the actions taken resolve issues reported and described in our previous response. With $241.39 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:12. Cancellation and Refund PolicyIf for any reason our services do not meet your needs, let us know within 30 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 needs. If 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.
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: 12723967
I am rejecting this response because:While I appreciate the good will gesture, the business has been transferred away from my ownership and I will never recognize the benefit. Ideally, I would like to receive a refund for the unexpected charge because otherwise the benefit is passed to the new owner and I am just assessed a pricing increase for the month this happened. Furthermore, while the communications were sent and received, none of the communications were direct notifications of a fee change. The change in services would require additional research by me, the customer, to determine the new fees and impacts to me as a customer. I feel as though that is an elegant work around to raising pricing and addressing the direct, active participation by your customers in that pricing increase. That does not seem to me to be a good way to operate, it seems to be deceiving.
Regards,
M[redacted]
Dear J[redacted],I want to apologize for your multiple attempts to gain a resolution for this situation. I was able to research the history of your account and do see that you contacted our business on the below dates:November 17th,2017: Your business spoke with our team, it's unclear whether the issue...
was still occurring or not.January 11th, 2018: Your business chatted in to our team.Our team ended the conversation without an opportunity to troubleshoot due to not hearing back in the chat from your businessJanuary 11th,2018: Your business spoke with a MINDBODY Technical Support Specialist over the phone to discuss this issue. According to our call log, E. Kim was attempting to book the 10 am Pilates class on 1/18 however, was seeing "call" in the app. It was determined that this was because they were already booked into the Adult Ballet class at the same time on the same day. This is why our team proposed enabling "Duplicate/Overlapping Client Reservations/Sign-Ins" for Consumer Mode. That setting would allow E. Kim to be booked in both classes at the same time. If this was not the intention, E. Kim would need to cancel one of the reservations to complete the task. At this point, I feel it is imperative that we coordinate a call between you and a MINDBODY Technical Support Team Lead to continue to investigate this issue and verify understanding of the situation. Our team will be emailing you shortly to coordinate an appointment time that works best for your business to expedite the resolution. I appreciate your feedback to our team, if you need anything else related to this issue you can email me directly at [email protected] and I'm happy to help. Thank you.
Complaint: 11840298
I am rejecting this response because:
Regards,
K[redacted]
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]
Dear V[redacted], Thank you for your feedback. Yes, we do require 30 days’ notice for cancelling the subscription service. We outline this in our terms of service online at www.mindbodyonline.com/terms-of-service. The 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 website. I see that this request to downgrade was initiated with our Billing team on 12/14/2016 and resolved the same day. In 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 5/25/2016. Applying the 30 day cancellation policy, this created a cancellation date of 6/26/2017 and any billing scheduled during that time frame would go through. Below is a history of contacts we have via email and phone call over the last 6 months.
Thank you for your feedback V[redacted]. We are working with our support center and legal teams to make the cancellation policy more visible. Currently it's accessible at www.mindbodyonline.com/terms-of-service and can be accessed from the main website at the footer. You 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 R[redacted], The request to cancel your account is currently pending. We emailed a response back on 1/9/2016 to request verification on the account prior to processing. Please email your response as soon as possible to avoid additional charges. I've attached a copy of the response from...
our team requesting the necessary information to close the account so you can search your email and junk folders in case it was filtered out. We hope you are recovering well and wish you all the best.Sincerely, A[redacted], SVP Customer Experience
MINDBODY’s terms of service state in section 13, “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 Date. WE 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.”We provide refunds within the first 30 days of service. Kristen would have been eligible for a refund up to 3/9/2015. However the request to cancel was received on 7/13/2015. K[redacted] [redacted] agreed to the attached terms of service on 2/10/2015 at 12:26 PM via an electronic copy within her software product. The name and email associated with the agreement is K[redacted] and [redacted]@stylemehairdesigns.com. (See attached image for details) Because K[redacted] contacted after her payment was processed, we chose not to provide a refund, which is in line with the terms of service. The terms of service is also available for reference from our website at https://www.mindbodyonline.com/terms-of-service.The software and merchant processing services are now cancelled, and no subsequent charges will be made.
Hello M[redacted],We appreciate you connecting with our team regarding your frustrations related to the most recent subscription package changes. Whenever we have package or pricing changes, we alert our customers ahead of time to ensure that you are well informed and can make an educated business...
decision that will best suite your needs. Please see the below timeline that we have regarding communication to your business surrounding these changes:January 2nd,2018: Email communication was sent regarding upcoming changes to our software packages with the subject line "Your software plan is changing". It included a notice that your current software package was being discontinued. This email encompassed the "why" behind these changes, the change in price for the new package we would be moving you to (since your current package would no longer be available), and included the effective date of the package change as well as your new rate. In this email, it was stated that your business would be moving to the Accelerate package and that, if you would like to move to a different package (including the less expensive Essential package with fewer features), you could do so by contacting our team and we would make this change on your behalf.February 23rd, 2018: You contacted our team regarding the new packages. Our team discussed the changes with you and you decided to downgrade to the Essential package.Our email records and contact history show that you were notified of the change as well as given the opportunity to edit the subscription in a sufficient amount of time. However, as a sign of good faith, I will be submitting in a request for $70 credit to your March 2018 MINDBODY subscription fee. This is the difference between the two levels and an offer in good will. If you have any additional questions surrounding this situation please do not hesitate to reach out to me directly at [redacted]@mindbodyonline.com Thank you,
Complaint: 11875921
I am rejecting this response because: a) Mindbody's claims to attempt to communicate with my manager: where and when are these attempts? If anything, my team has been requesting callbacks for several weeks now, to no avail. A very helpful business development rep, Devin Gordon, tried to coordinate tech support for us, and that fell through too..b) Priscilla has been helpful but there is only so much one person can do with Mindbody's case-by-case approach to these problems. I would love to see Mindbody's record for Priscilla's attempts to reach out to my team so we can reconcile this myth.c) We have not received any, much less regular attempts to fix the problems we have besides rote responses like "Ask your client to reinstall the app" and "Reset their password for them." We have literally lost customers because of this flaw because they're sick of not being able to use the app, ostensibly the biggest tool that our clients use to book classes. d) Unfortunately, no, we have not received solutions for "2 out of the 3 problems." People are still complaining on daily basis about login issues. e) In the past two weeks, my manager's attempts to reach Mindbody support via their popular live chat system has resulted in her telling me that live chat is now only available for 3-4 hours a day, which is absurd for a paying customer.
f) Your "onsite visit" consisted of a surprise drop-in, in which our complaints were recorded on camera by Mindbody's "evangelism" team, resulted in zero action taken, and the point of contact (Blake) facetiously telling me that it sounded like he had nothing more to offer me in terms of help.
Regards,
A[redacted]
Thank you G[redacted], We have received previous communication from you and prior notice that you intended to file a Revdex.com complaint for the requested resolution. We are currently processing your cancellation request in line with our terms of service. Unfortunately the wait times have been longer than...
desired with the holidays in December, and January being the busiest month for most wellness businesses. We'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 information. This 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 you. We want to ensure that your customers data is protected to the greatest extent possible. The $600 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 hands. The effort and technology required to un-encrypt and send cardholder data, and therefore the cost, is the same whether 1 client record or 1000 client records. I understand it's frustrating especially when cancelling an account and I hope this helps to clarify more why there is a fee associated. From your email communications previously, you mentioned you have only 6 client records. If you do not wish to pay the fee, then the altnerative is asking for those credit card numbers again. Not 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 compliant. If not, liability of cardholder information stored in their product may also rest on you as the business owner. You can find the list at http://www.visa.com/splisting/searchGrsp.doThe fee is briefly described in our terms of service in section 8.3 at www.mindbodyonline.com/terms-of-serviceI've copied and pasted it at the end of this response for convenience. Regarding 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 fees. That 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 notice. After such thirty (30) day period, MINDBODY will have no obligation to retain or provide Your Data, except as required by applicable law. If at any time during the Subscription Term you require MINDBODY’s assistance in retrieving Your Data, additional fees may apply.
Thank you Darlene, We’ve reviewed our records and found that the first invoice was delayed. We charge $47.50 (USD) on 10/11/2016 for a service period of 9/30/2016-10/29/2016. The delay was due to an audit on our end not a credit card decline. While we don’t have record of a decline on file, if a...
team member at MINDBODY told you that, we apologize for the misinformation provided. The second charge for $47.50 occurred 10/30/2016 for the service period 10/30/2016-11/29/2016. As you are located in Canada, we charge in USD and the discrepancy you see is due to the currency conversion from USD to CAD, which fluctuates daily. We do not show any record of the client calling in and speaking with Billing specifically, however there is some communication with our onboarding team for initial software training, and then email communication with Client Care to process the cancellation. There is also a record of speaking to client care about the fees to gain clarity on 11/15/2016. During this call, we noted that there was frustration about conversion from USD to CAD. Our Client Care team requested to waive the cancellation proration, which Billing implemented and the client was not charged beyond the 10/30/2016 charge. We have declined to provide a refund for previous paid months and still stand by this decision as it is in line with our terms of service available at www.mindbodyonline.com/terms-of-service. This also is visible upon first login to the MINDBODY product where agreement is collected from the client/end user. We definitely understand the frustration as other clients in Canada have recently expressed similar frustrations with the conversion rate and poor CAD performance lately. Our current rates listed on our website are in USD even when viewed in Canada and unless otherwise noted, we do not charge local currencies. We’re sorry you felt you had to take to the Revdex.com, and want to reassure you that we are willing to communicate and work through issues – sometimes unfortunately it comes down to applying our policy and trying our best to explain what it is and why we have it. We wish you all the best in the future, and please don’t hesitate to reach out should you need further assistance. Sincerely, A[redacted], Senior Vice President, Customer Experience
Thank you for giving us an opportunity to clear up any confusion that may exist surrounding this matter. Regarding the request to resolve the disputed amount of $9002: The Pilates Room Studio has been a client of MINDBODY for many years, and has agreed to pay for...
software services rendered on a per location per month basis. Upon completion of the sales process, clients agree to and accept our general Terms of Service in which they agree to a month to month subscription payment, acknowledging that services can be terminated for cause (Section 8. Term, Termination and Suspension): Termination for Cause. MINDBODY may terminate this Agreement, effective immediately upon notice to you, if you or an Affiliate are in material breach of this Agreement. In the event of a termination pursuant to this Section 8.2, in addition to other amounts you may owe MINDBODY, you must immediately pay any unpaid Subscription Fees associated with the remainder of the Subscription Term. In no event will any termination relieve you of your obligation to pay any fees payable to MINDBODY for the period prior to the effective date of termination. The $9002 dollars in question is a result of a failure within the API gateway between MINDBODY and the Merchant Payment provider to settle transactions billed on the date indicated. This was an issue we alerted The Pilates Room to, and after thorough research into the issue we agreed that we would provide The Pilates Room a refund for the amount in question. On 9/19/2016 we communicated this decision and approval to The Pilates Room providing them with a Payee setup form, requesting that the form be filled out and returned so we can process the refund. On 10/16/2016, nearly 30 days later, we received this form back from the client. Once received, this form was sent to the appropriate department to begin the refund process, and at that time the Billing department informed that the Client had a significant past due balance, with some locations having not been paid for since May of 2016. On 10/27/16 we sent an email to the client notifying them of the unpaid balance with a complete invoice of services owed, advising them of an upcoming deduction in the amount owed. On 10/28/2016 the client responded via email indicating refusal to pay the amount owed due to the size of the balance. On 11/2/2016, two days before the payment was set to process, the client again reiterated their refusal to accept this solution to the overdue balance. On 11/3/2016 we offered the client the option of accepting a reduced refund amount, using some of the refund to pay the overdue balance and bring the account current. This email went unanswered until 11/17/16 despite multiple contact attempts to generate an amicable solution. On 11/17/2016 the client responded indicating that they would like to use the pending refund ($9002) to pay their past due balance through their termination date (Dec. 20th, 2016) and to be provided any remaining balance. Due to the client's recent response, we are currently in the process of determining the total amount of software fees to collect through Dec. 20th, 2016 and will soon follow up with the client on the timing and amount of refund to be processed. At no point during these events did we indicate to the client we would not pay her the approved refund, but rather wanted to ensure any overdue balances owed by the client would be recovered and reconciled. Regarding the request to ensure a smooth transition to a new vendor: Upon receiving termination notice, clients have the option to complete an export of their client data which will aid in the movement to another electronic vendor. The fee for said export is $600 per site. In previous discussions regarding The Pilates Room's pending termination, we indicated that this fee would be waived in an effort to aid in a smooth transition. On 11/21/2016 the client notified us of their timeline and wishes for this client export to be ready on 12/14/2016. On 11/22/2016 the client notified us of a change in the date for the export to 12/12/2016. After receiving the requested transfer dates, we have passed the request to the appropriate department and outreaches to conduct this work have been started. Much like The Pilates Room, we are interested in seeing a smooth transition occur to their new chosen vendor, and as has been established, we are carrying out the right activities to do so. Regarding allegation of abuse/discrimination of the client: There was not any abuse nor was there discrimination. Regarding the routing of calls to S[redacted]: At MINDBODY we want to take care of our clients to the best of our ability with our larger clients being assigned Client Success Specialists. S[redacted] functioned as the main point of contact for The Pilates Room as a way to ensure all calls and needs get addressed and routed properly. This is a favorable method of interaction at MINDBODY as clients don't need to call into different numbers, but utilize one point of contact who can route all needs appropriately internally. Regarding Termination of The Pilates Room: MINDBODY reserves the right to ensure maintenance of mutually beneficial relationships with our clients and can and will refuse service to those who exhibit behavior that is abusive or detrimental to business processes or relationships. The Pilates Room has exhibited a history of causing business disruption through treating service representatives with disrespect, and attempting to circumvent business processes through manipulation and pitting cross functional team members against each other. All of these activities are a drain on business resources, disruptive, and demonstrate a non-mutually beneficial relationship. · On 2/23/2016, MINDBODY provided The Pilates Room 30 days’ notice of pending account termination for the above mentioned disruptions. · On 3/2/2016, MINDBODY receives a letter from The Pilates Room legal counsel requesting an additional 6 months before termination to provide adequate time to off-board and find another vendor. · On 3/6/2016, MINDBODY provides The Pilates Room legal counsel notice that we would delay the account termination until 5/23/2016 to accommodate the extra time requested. In addition we provided The Pilates Room an addendum to the standard Terms of Service, which if signed by the client, would allow her account to stay with MINDBODY. The addendum specifically stated that behaviors such as those exhibited previously are not welcome, and if experienced again, would lead to final termination of the account. · On 5/23/2016 the addendum had not been signed by the client and sent back, and we began to process termination of The Pilates Room account. · On 5/23/2016 The Pilates Room protested the termination and we provided the client additional time to sign and send back the addendum, which finally occurred on 6/16/2016. · On 8/15/2016, despite having signed the addendum agreeing to maintain strong vendor/client relations, The Pilates Room placed unrealistic demands regarding compensation and timeline for response upon MINDBODY while we were working to amicably find a solution to the failed settled transactions that took place in 4/17/2016. · Further disruption to internal teams occurred, and it became clear that The Pilates Room had no interest in working with us as a mutually beneficial partner, and would continue to exhibit the same behavior that led to the initial instigation of their account termination. · On 9/19/2016 MINDBODY representatives had a phone call with The Pilates Room indicating that we intend on terminating their account due to the aforementioned issues. It was noted that instead of providing only 30 days’ notice, we would provide 90 days (12/20/2016) to give the client time to find another vendor, and that we would waive the export fees for the client data. We also indicated that the refund for the settled transaction issue which was previously approved will still get fulfilled, provided they fill out the appropriate payee form. As has been demonstrated, we made a concerted effort to work with The Pilates Room, providing multiple opportunities and ample time/leniency to maintain a mutually beneficial relationship, one that would not be a drain on internal resources or that would result in manipulative and disrespectful behavior to internal team members. We wish the best for The Pilates Room with their next vendor, but they are simply no longer the right client for MINDBODY. Additional Comments: The Pilates Room Studios owner, Katia Green has had a history of abuse with MINDBODY. She has abused customer technical support staff repeatedly over the phone and infringed MINDBODY’s Community Forum guidelines; specifically: • “Spamming or posting the same thing over and over again will result in removal of those posts.” • “Personally attack others. Remember that calling someone names; including MINDBODY, isn’t constructive and it will not be tolerated.” We hope this detailed reply helps to provide clarity on the history of this account and what led to MINDBODY terminating the relationship. Sincerely, A[redacted]VP Customer Service
Dear M[redacted], We're sorry to hear the product did not meet your needs. In reviewing the account we see that you bought online on 9/28/16 and in November. With the 30 day notice policy that's outlined in our terms of service, the software will be active through 12/16/16. I can confirm...
that you spoke with Jamie. We were not able to gather details for the reason for cancellation on the phone and applied our normal "no refund policy" in line with the terms of service, which we have agreement on. Timeline:9/28/16 – Sale Closed Throughout October – No showed training webinars (ZD #4723721) 11/16/16 – Called to cancel (Day 50) Internal notes regarding cancellation: ZD #4903473 “Client requested a refund - she has signed the TOS and started setting up the site. I told her she would not be issued a refund and she became angry. I also told her we require a 30 day notice of cancellation and she started yelling. She asked to speak with a manager and I told her it would not be possible as the information would remain the same. She said she will dispute any charges with her bank and spam media with my "name all over it" and disconnected the line. I was able to verify security on the account so I processed the cancellation.” It is accurate that the supervisor would have provided the same information however it is not good etiquette to ignore a client's request for a supervisor. We will work with that agent and remind our teams to follow through on those requests. Thank you for your feedback, A[redacted]
Dear T[redacted], I'm sorry for the experience you've received in attempting to cancel your Engage app. I understand that there was a lackluster experience in trying to get it going let alone cancel the service. We want to keep you with us as a client and will be happy to discuss your...
refund. i'm currently investigating with the team, and can assure you that in the meantime, a $67.94 credit was applied to your account. I will follow up with you via personal email to discuss the rest of the requested settlement and so you can have my direct contact information. For the purpose of the Revdex.com response, I've added the timeline of contacts and outcomes with the Engage app product. Warm Regards, A[redacted]VP, Customer ServiceMINDODY, Inc.Timeline:MINDBODY has record of sending her proofs of her app and app deployed using the process the Engage team has when there is no response. Her rep left MINDBODY, she said didn’t receive the emails with the proofs, but she did still express interest in December for the product as long as she could see it (“Ill have a look at it and we will go from there.”) Details: · CID 160112: DermaGlow Skin · Close Date - 05/02/2014 · Engage Close Date – 07/07/2015 · Engage welcome email – 07/28/2015 · Follow up sent – 08/07/2015 · Client responds with Logos – 08/07/2015 · 08/31/15 – Mock up sent · 09/11/2015 – Mock up sent again · 09/18/2015 – No response, app submitted for deployment, no email was sent to client regarding launch · 12/16/2016 – Client calls wanting to cancel the Engage but then wants to see the product before making a choice. She is given the tools on how to DL it herself and Engage support reaches out to assist her with the app. · 12/16/2016 – Engage support reaches out to client. · 01/08/2016 – Client calls in believes she was given refund from finact, no notes in billings records · 01/21/2016 - tech requested refund for app, client was unaware app was launched. “She is very frustrated and would like to be refunded for the months she didn’t use the custom mobile app. She still wants to keep the app now that she knows about this.” · 02/08/20126 – Client puts in 30 day notice of cancellation of app · 03/05/2016 – Client receives final bill for app, but it is not prorated, Elizabeth applies credit moving forward for the
Thank you for the response. I have confirmed that the refund is approved and processed on our end. There is delays depending on the bank used. Additionally, a recent change in process here requires our corporate controller to approve and process all refunds, which explains the disconnect in our response via the Revdex.com and the consumer's experience, however as stated, we are complying with the consumer's request and would have regardless as it was an error on our end that caused billing to go through. We're sorry for dropping the ball on that, and please let us know if you need anything else. We can be reached 24x7 at ###-###-####- notes are on the account for any agent that assists to know what has happened.