Complaint: 12162130
I am rejecting this response because:I have previously filed complaints with Revdex.com regarding Mindbody and our account after several weeks of trying to get this resolved on my own. Our complaint number 12162130. The latest update, Mindbody emailed the download and instructions directly to me on 6/1/2017 instead of Thomas at Stripe, which could result in PCI violations. After I received the emails, I forwarded them to Thomas at Stripe. Thomas was unable to access the data and he and I have been trying to get in touch with A[redacted] as well as Client Support (where the emails regarding the download emails originated from) without any sort of reply or acknowledgement. Email copy from Stripe on 6/1/2017 after I forwarded the emails to Thomas with Stripe- The following addresses are subscribed to this thread: [email protected], a[redacted][email protected], [email protected] Hey everyone, A[redacted]/Mindbody: The flow that Mindbody is using to export card details means that the owner of the card details gets an email and has to download extremely sensitive information (card details) on their laptop. This is not the way most processors handle exports to Stripe or from Stripe. It's also not the way that you (Mindbody) expect imports on your end. We've done a few imports from you recently and those have been quite problematic as the owner of the data would not know how to send it securely to us and would just forward emails with links and passwords in clear text directly. Would it be possible to work with your engineering team to find a flow that is more secure for everyone involved? It would be a great improvement if you could encrypt the file with our official PGP key [1] for security reasons. You'd drop that file on your SFTP server and then provide me the credentials to access the file also encrypted with our PGP key. If you don't have an SFTP server, I can give you a one-time access to ours. I hope this helps but please do not hesitate to get back to me if you need more details. All the best, Thomas [1] https://stripe.com/docs/security/pgp-migration-key Email thread correspondence with Thomas from this morning. The following addresses are subscribed to this thread: [email protected], a[redacted][email protected], [email protected] Hey K[redacted], Unfortunately I have not heard anything. A[redacted] from Mindbody is on this email thread but hasn't responded to us yet. You will need to escalate to them and try to call someone else I think. All the best, Thomas Good Morning Thomas, I'm just checking in to see if you ever heard anything back from Mindbody? No one has responded to any of my emails. This is getting so frustrating, the only time I can get them to respond to anything is when I make a report with the Revdex.com. I really appreciate you being our advocate! K[redacted] On Jun 5, 11:33, Stripe Support wrote: Hey, Mindbody is on this email thread already so they got my answer. I can only wait for them to reply to us on this email thread and clarify what's going on. All the best, Thomas Since, the only time we have received any sort of response is when we file an official complaint with Revdex.com. I am under a deadline on getting my clients transitioned with a new management system and all of these issues have impacted our client care and has resulted in some loss of business due to scheduling and billing issues. Below is the list of complaints and responses from Mindbody. On April 10th, I emailed Mindbody to cancel our branded app subscription as well as downgrade our client management subscription to the pro version at $125 instead of the ultimate at $156. My emails went unanswered as well as numerous phone messages. I finally spoke to someone towards the end of April and was told that the branded app was canceled and my subscription was downgraded and that on my next bill in May, I would be charged a pro rated fee of four days for the app. On May 6th my bank account was automatically debited $340, per my bill I was charged for the downgraded pro version at $125, plus previous ultimate subscription at $156, plus the branded app at $91. I called May 6th, 7th and 8th by phone and I kept getting bounced around to different departments only to receive prompts to leave voicemail messages. I finally got in touch with someone in the main office on May 8th. I explained the situation and she in turn transferred me to someone in billing. I explained the situation again and the response I got was "I don't know what happened". She then in turn said she had to transfer me to someone in subscriptions. I held for over 12 minutes and had to repeat the situation again and again I got the response "I don't know how that happened". I asked to be refunded immediately for the overcharges. I was told that they do not do refunds, but in my case they would allow it. She said but it could take over a month to receive a refund and it would be quicker to receive a credit on my next bill. I told her I did not agree with that practice, but I would take the credit. I then told her I would like for all my clients billing account information to be sent to our new payment processor. She then told me they could not do that. I told her that I spoke to my processor and it can be done as long as it's from one processor to another. She put me on hold and then came back and said that they could do that, but it would cost me $600 for the export of my client information. Mindbody response- Dear K[redacted], Thank you for sharing your feedback with us. I reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client care. I agree with your assessment of the calls and transfers to resolve. This is not acceptable service. Reducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processes. I say this only to iterate that we are taking action to correct, and and I agree that it's not okay. In regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securely. The cost of the service is $600 and designed to ensure the safety of consumer information. This additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this service. The $600 fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involved. After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at a[redacted][email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future. Warm Regards, A[redacted] Woo Senior Vice President, Customer Experience Email response from Stripe on 5/31/2017, after I inquired about the import. Hey everyone, K[redacted]: I haven't heard anything from Mindbody since May 18th when A[redacted] said she would add someone to the email thread. A[redacted]: do you have an update on the state of this migration? All the best, Thomas A[redacted]'s response on 61/2017 Thomas, I’m including [email protected] here. They have been assisting someone on your team with the import. If you have any questions, please feel free to email us here. We’re happy to assist with the transition. A[redacted] My Response to Revdex.com I am rejecting this response because: On May 18th I filed a complaint with Revdex.com regarding Mindbody and our account. I accepted the resolution of a refund and Mindbody exporting my client information directly to Stripe. I was also told in an email that I would be refunded the over-payment of charges. As of today 5/31/2017 I have not been refunded nor has Stripe received the import from Mindbody. Mindbody did not do as agreed to resolve this matter. I have constantly emailed since this matter and have gotten the run around again and passed on to other departments. All email correspondences are available upon request. Copy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at a[redacted][email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future." I want my refund today as well as the import sent to Stripe. Regards, K[redacted] Piwko Their response- Dear K[redacted], As communicated earlier by Charity in our billing department, the refund has been submitted. I also have confirmation that the database back up request is initiated and on it's way. You have my direct information and I've been responsive to emails. I understand the frustration and wanting the refund and database backup immediately. All things are in flight and you'll be on your way soon. Thank you again for your feedback, A[redacted] My response- Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12162130, and as long is they do what they say this time I will accept the response, however, their track record in the past has not been very reliable. I also am not please with the time it took to get this resolved and the constant excuses on their end on why it's not getting done and their request for my patience. Regards, K[redacted] Piwko Email thread with Stripe after I received the first email from Bernard at [email protected] Hi Thomas, I received an email from Mindbody tech support and they are finally working on the export data. They said I should receive an email early next week with the secure server login information to pass along to you. I will keep you posted! Thanks so much for helping get this in motion! On Jun 1, 15:24, Stripe Support wrote: Hey everyone! I'm Thomas and I work on the migrations team here at Stripe. I'm helping K[redacted] Piwko on the migration of card details to Stripe. We're now waiting to receive the data from you similarly to how we send encrypted card details to you whenever a user moves to your platform. Let me know what you need from me on this to be able to move forward. All the best, Thomas After the way Mindbody has handed this situation and others like it and can still maintain an A+ rating with Revdex.com is very alarming. I would like for someone to contact Thomas at Stripe and assist him with getting our information imported immediately. As Mindbody has put us on a deadline of how long we have to access the data as well as our impending cancellation with Mindbody. As per the numerous emails have stated, Thomas can be contacted via email at [email protected]. This is starting to impact our business operations and loss of clientele due to a smooth transition to a new provider. If this does not get resolved quickly we will have no choice but to result to legal action in order to recover our loss of income. Mindbody is a big company and may be able to do business this way, but we are not. Even one client leaving us is detrimental to our business.
Regards,
K[redacted] Piwko
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · Voicemail on 4/26/16 followed by email · Voicemail on 5/3/16 followed by email On...
May 3rd, the client expressed not being interested in services, stating, “Thanks! I won’t be using that part of the service!” After that email, our sales rep replied the same day asking for feedback and again on June 20th to see if the client was reconsidering the decision made in May. This totaled two emails and one phone call in two months after asking for feedback and interest. On May 3rd, our rep emailed: “MINDBODY is always trying to get a clear understanding as to why a client would elect out of a product that cost no money. This allows us to rebuild and refine our product to the best we can offer to our clients.” On June 20th, our rep emailed: The last email stated, “Good day to you, I wanted to follow up with an email response I sent to you back in May that I have yet to hear back from you about. Last we spoke you were interested in having an online presence to be able to sell your Deals through the MINDBODY app. This is very easy to do, and does not cost you anything to be listed. I am happy to schedule a time where we can go over any other questions you may have.” There were no email communications after this. In reading the complaint, it is unclear if the client believes they were already on the Do Not Call Registry and whether or not they believe we violated those provisions of the Telemarketing Sales Rule. Based on our records and in speaking the rep, while the client stated they were not interested, we do not have a record of them asking us to stop contacting them. We're sorry that our actions felt unprofessional and hope this response helps provide some clarity. Our contact information is publicly listed as is my email address under the Revdex.com if direct communication is desired to help provide additional details so I can respond more fully. Warm Regards, A[redacted]@mindbodyonline.com
Dear [redacted], Thank you for your patience with my reply we waited on several key team members over the holidays. It is clear that this situation has become very frustrating and we're sorry you feel the need to have to take it to the Revdex.com. The purpose of this response is to show the engagement of our team with your business. The majority of the issues that have been reported are resolved, however if you're still getting complaints from customers, they will need to update their app to the current version. Below I've responded to your rejection point by point to make sure we've addressed everything int eh complaint. The latest escalation that Devin's manager, Jen, submitted was responded to- if there's anything outstanding, please reply directly via the follow up email sent and we can either work on it via email, or schedule another call. 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..MINDBODY: As requested, a list of the most recent communication is attached in the Excel file. If you don't have retained copies of those communications, we're happy to send those. Examples of the escalations and responses are attached in the PDF documents. 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.MINDBODY: Those are also attached. If you would like copies of all tickets in details, we can certainly send those, however I'm not sure how productive it would be to go this route. At this point, I think it would best to focus on moving forward to the desired outcome. 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. MINDBODY: Your business was an early studio to convert from the older SOAP Engage App, to the newer REST/MB Login version of Engage. The new underlying technology is superior and with this we made some updates to their App to resolve some issues of the account conversion process that early builds were more prone to. Whenever new App versions are released, Users need to actively update their Apps to see the changes. Unlike website updates, on native mobile apps updates need to be downloaded and installed. While apps like Engage provide a walled in experience exclusive to your customers, the downside is having to update apps from time to time. 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. MINDBODY: The answer here is the same as above, please have clients update the app. 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.MINDBODY: Since around mid-October we have had live chat closed regularly Monday-Friday 8am-1pm PST, with some days 8am-3pm. There were a few exceptions for days we kept it open, or adjusted the hours, but it’s been close to that for the last couple months. The weekend of 12/17-12/20 we also closed Live Chat for the upgrade to our newest ticket platform, which will ultimatley result in a better experience for everyone.We’ve closed live chat during our peak support volume hours so that we can dedicate more resources to phone support to keep the wait times lower there. That helps lower the wait times where it seems to impact clients the most. We are still accessible via phone and email 24x7. I know this is a preferred channel for some clients and we are currently planning on running 24x7 chat starting in January. 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.MINDBODY: We're sorry to hear it was such a negative experience. I reached out to Blake for a response on this, and will follow up when he returns after the new year. Thank you for expressing your concerns, and we'll continue to work to resolve issues to your satisfaction. Sincerely, A[redacted]
Thank you for your response and I apologize for the delay. We needed to make sure we fully understood the situation and could provide the best possible answer for your concerns. The reversal did take a long time, and one reason for that (I think we’re both clear on, but want to make sure) is that it had to be done through the back end in order to avoid processing fees on $7,000 transaction. Having now dug into this further, it should have taken about 5-10 business days and of course that’s dependent a great deal on the credit card issuing bank because once we send the funds back the credit card issuing bank wants to make sure those funds are cleared before releasing them to their client- your consumer. While we won’t cover the $7,000 loss, we will provide 2 months of software compensation and 1 month of merchant processing fees. I also want to reiterate that when reviewing the 3 months of banks statements with consistently negative account balances, a chargeback dispute would have meant that MINDBODY would have to cover the losses had the consumer won the dispute, which is common. Consumers who see “no refund” policies at businesses are more likely to file chargeback than work with the business if they are not satisfied with the services. To add additional risk, when a transaction is keyed this is an indicator of the card not being present during the transaction and the client can file a chargeback for “fraudulent transaction” or even “cardholder does not recognize transaction.” To have a chance of winning those types of chargebacks we would need an imprint of the credit card, copy of the ID, signed agreement and signed receipt- basically a fat chance for the business and MINDBODY succeeding on winning a chargeback in these cases. Due to the risks involved, we opted to hold funds. We’re not willing to take on risks like that at this time. Once again we apologize for the delay in the funds appearing on the clients card and, going forward, we recommend processing within your approved volume limits. If transactions will exceed those limits, we recommend breaking it up in to monthly payments or processing larger transactions through a processor that is willing to release those funds in whole to your account. I’d also recommend working with one of our technical support specialists to show some other features within the product and app that can help bring more clients as well as how to set up recurring monthly payments. If you would like this, please call us anytime. We’re available 24x7.
Update to my case: UPDATE: In the letter from MINDBODY, Trish states that she has asked billing to COMPENSATE (make complimentary) my next invoice which is for $104.00. ?This would make my claim reduced accordingly, to $216.00.
We're sorry to hear that the product was not used by the client. We've logged a timeline of events in our CRM database and have provided below as background to the purchase and refund request. We had been in contact with the client within a week of purchase and were...
not notified at this time of account errors.MINDBODY’s terms of service, which were agreed to by the client state that refunds are eligible within the first 30 days of purchase. We received notice of the cancellation after the first month and after the second payment had processed. Exceptions to terms of service are rare. If/when the client would like to try MINDBODY again, we’re happy to provide two months of free service, but will not provide a cash refund. Timeline: · 4/18/2016 – Software purchased · 4/21/2016 – Invoice generated for the service period 4/18/2016-5/17/2016 for $45.00 · 4/25/2016 – Client called and registered for a webinar to learn the product · 4/25/2016 – Client ordered a free mobile swiper · 5/11/2016 – We responded to the client with a password reset and business name update and received no response (ticket #4188756 and $4188763) but they were sent to the updated e-mail. He didn’t contact us until this day to let us know he wasn’t getting e-mails or able to access the site. This is also the day he first signed in. · 5/18/2016 – second invoice generated for the service period 5/18/2016-6/17/2016 for $45.00 · 5/19/2016 – Client requested cancellation o Processed the cancellation with a request date of 5/19/2016. No additional charges have been made.
Complaint: 12723967
I am rejecting this response because:I appreciate your process, but feel that the change was made unilaterally still. I apologize for not reading deeply into your email, but am still a dissatisfied customer and am disappointed in your standpoint over $70. I will be sure to provide negative response about your company as broadly as possible as a result. I hope you understand that impact.
Regards,
M[redacted]
Dear K[redacted], Thank you for sharing your feedback with us. I reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client care. I agree with your assessment of the calls...
and transfers to resolve. This is not acceptable service. Reducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processes. I say this only to iterate that we are taking action to correct, and and I agree that it's not okay. In regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securely. The cost of the service is $600 and designed to ensure the safety of consumer information. This additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this service. The $600 fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involved. After review of your account,I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at [redacted]@mindbodyonline.com when you’re ready to transition to another platform.Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future.Warm Regards, A[redacted]Senior Vice President, Customer Experience
Complaint: 11802532
I am rejecting this response because:In regards to this complaint. I am currently working work MINDBODY to try and use the software as they refuse to give any of my money back. I do believe the basis of the problem lies in their own lack of communication from the sales staff to anyone else. I request that this claim be reopened until I feel that the situation has been resolved. Again I insist that the 3 months of compensation is just 1 as I had already paid for 2 months service that I was unaware of. If they will actually compensate me for 3 months of services I expect it to be in addition to that which I was already charged.
Regards,
C[redacted]
Complaint: 11829712
I am rejecting this response because: I am rejecting your reply because it does not address my request. Your employee failed to document that I request a refund because I never use the service and had a recent change in business plan which required me to postpone the use of service. A charge of 3 mo. membership for zero use is clearly excessive regardless of the policy or agreement in place. Your agreement to impose a 30 day notice and add another charge in the future of cancellation is a scam on its own. If you get my recording, you will hear that I clearly mention that I considered using the service at later time, however I could never do so which such abusive "contract clause. The company would loose a good prospect customer. I proceed to tell her, I understand she may not have authority to bypass policy so I request to speak to her manger and she refused. yes, I will blast he media with my experience and I do have many friends in the fitness industry with whom I will share my experience too, unless this issue is resolve with a refund. It is not for the money, it is a bad faith customer service on the part of the company. A scam to bill service and collect money for service not provided. So I hope you will seriously reconsider your reply through this site and I promise you that if you do not, your reply and my complaint will make its way to the company CEO.
Regards,
M[redacted]
There are inconsistencies between my account and theirs. I wish to be able to speak with High level personnel to ensure that my story will be heard and hopefully being about some major changes to prevent anything similar. I do wish to impress upon them that it took me over a month to find a way to contact them. Let alone to contact someone who would listen. I am still vehemently offended and appalled at what happened and I am sticking with them because of the work we have put in on our end to make it usable even when important features are missing upon delivery.
Complaint: 11802532
I am rejecting this response because:
Regards,
C[redacted]
Complaint: 12162130
I am rejecting this response because:On May 18th I filed a complaint with Revdex.com regarding Mindbody and our account. I accepted the resolution of a refund and Mindbody exporting my client information directly to Stripe. I was also told in an email that I would be refunded the over-payment of charges. As of today 5/31/2017 I have not been refunded nor has Stripe received the import from Mindbody. Mindbody did not do as agreed to resolve this matter. I have constantly emailed since this matter and have gotten the run around again and passed on to other departments. All email correspondences are available upon request. Copy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at [email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future."I want my refund today as well as the import sent to Stripe.
Regards,
K[redacted]
Thank you for providing feedback for items you would like to see added in to our software. I understand your concerns. While Connect is created for consumers to find and book wellness services, once you convert those consumers to loyal customers, using a branded custom app for your business is an...
experience some of our clients choose to provide. Within your MINDBODY core product, you can disable text messaging, which you have found, but you can also disable the splash screen prompting people to download Connect when they access your schedule through their mobile device. Here is how:In the Business Information screen there is a check-box to enable or disable features promoting the MINDBODY connect app. This includes a splash screen in consumer mode as well as auto email footers that direct consumers to the App Store to download Connect. For clients that upgrade to the MINDBODY Engage custom app, the features promoting MINDBODY Connect are defaulted off.In the future these promotional features will be expanded to promote the custom Engage app for clients who have upgraded.If you have further questions, or concerns, please reach out to [email protected] or [email protected] and we will be happy to explain further. Warm Regards, A[redacted]VP Customer ServiceMINDBODY, Inc
In reviewing the customer contact records and discussing with team members involved, the expectation was set with the client that the on boarding would be complete within two weeks of when the data was received by MINDBODY, not two weeks of when the sale was made. We were within this timeframe when the client canceled. Some additional clarity around the new items in the response: Difficulty receiving data: According to our team members, the manager of the business (Dario) was not able to provide us with the needed data exports from their old software. For that reason, our team ended up doing what was essentially an export assist via a remote computer sharing tool to get their site build completed, logging into their old software and taking screen snapshots of necessary data. In hindsight, this should have been a red flag for us that perhaps the JumpStart process was not the right way to onboard this client, but we did communicate this to them. Missing product information: The main data conversion was completed on a Monday, and the remainder of their products were imported on the Wednesday following – in total 3 days. The client cancelled on the day the conversion was completed. The hours outlined in the attached spreadsheet that are noted as "Extraneous Time" are directly correlated with the time spent manually extracting said data from the client's old software system. This work not only falls outside the scope of the Jumpstart services & conversion for which the client had paid, but also stands as the primary reason for why the customer feels we did not deliver a finished product on time. In reality, we can’t complete the work if we don’t have the required information to do the work. Issues with non-functioning POS hardware: The client declined to purchase hardware from MINDBODY and instead asked us to support their own hardware. Our policies clearly state that we do not support hardware not purchased through MINDBODY. Our prices include installation and troubleshooting support for specific hardware products and we have no way to identify if products purchased outside of MINDBODY will function in the same way. As a result, we are limited in our troubleshooting or and ability to replace faulty equipment. Non-readiness on go-live date: On the go-live data, the owner said “none of my stuff was set up”. What actually went wrong on this day was that the client decided to install Internet Explorer to support receipt printing, and IE crashed during the receipt printing process. Dario explained that when another team member tried to use it to check out his client, the system froze and failed to complete the checkout. This turns out to be related to IE and Java conflicting during the automatically print feature. Dario refused to purchase our hardware and struggled to get any of his hardware to work and since tech doesn’t support non-MB hardware setup, he was frustrated with our lack of support for his financial decision. The automatically print feature did successfully print the receipt to his excitement but IE froze immediately afterward. Indicating a java/IE issue not a MB error. From everything we can see, expectations were communicated to the client and we met the expectations we communicated, but it seems as though the client’s perception differs. It is very disappointing that we were so close to finishing when the customer cancelled and despite the effort both groups put in to the transition from the old software to MINDBODY. At the end of the day we recognized everyone’s effort and decided to cut the losses down the middle by refunding half to the fees paid. This seems like a fair decision and if the client wishes to give it another try, we can reactivate the site that was already built and move forward again.We are happy to discuss the decision in more detail if the client wishes to work with us outside of the Revdex.com system.
We are sorry that we have disappointed this customer in resolving issues. It sounds like there were some really stressful events that weren’t fully understood and resolved. After listening to the calls and reading through the ticket history, I can understand the frustration. There was information...
missing that we needed from this customer that would have helped resolve the problems which are agents did not collect. I do see one call where an agent really struggled in their solution, and while that’s not a normal level of service, it was impactful. We don’t have a compensation request on file from this customer, and we’re happy to discuss this over issues encountered. Regarding merchant account funds, this one is a bit trickier to address as MINDBODY works through a processor who deducts fees for merchant services. Here is the best explanation that’s appropriate for a Revdex.com review response. We are happy to provide more information in a private conversation. In May/June, we attempted to debit merchant fees and it failed. The standard procedure is to withhold deposits to get the fees out of it. Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally. It appears she has also received a retrieval request from one their clients (Cardholder calls their card issuer questioning the charge at which time our processor notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that they were corresponding with our processor about a case in August 2015, and the retrieval turned to an actual chargeback in Sept. We do not see anything for Dec except that the processor held portions of deposits on 12/14/15 and 12/15/15 to offset the balance due. We have emailed them, and need to get this fixed so merchant fees can be debited from the bank account and not deposits in the future. Overall, it sounds like issues weren’t fully addressed and we’d like to extend our apologies and hope we can repair this relationship going forward. More details on specific points made in this complaint and the review left earlier as well. · Horrible company, they used to be good but now their customer service reps are completely incompetent. · CS Issue (most likely connected to the claims in point 6.) [redacted] < this phone call was pretty bumpy. Long hold times/inactive time and overall confusion (not much CQ.) · In the last 4 months they have opened up old, expired purchased from clients that were already used and hence clients unknowingly began using them again. · No Show work item (W263074) that was created when we tried to fix W254412 & W257771. · Apparently it had been like that for over a month and they said nothing publicly. · Transparency issue (we had this on the community forum as well.) Because not all work items affect all clients, we don’t publically share issues. · When the glitch was fixed instead of compensating me and every other client they told us to charge our clients for the re-used class payments which is not fair to us or them. · Concern about solution. This was our recommended fix for the businesses, but we did provide reasonable compensation to clients who requested it during that time. I didn’t see any record of a request from this client. · They have also begun withholding funds on the merchant end for anywhere from 7-10 business days when it should be only 2 business days which is a big deal for a small business. · MAP issue. This Ticket reflects one incident in May/June which was caused by the client’s bank account type when we attempted to debit merchant fees. Our standard procedure is to withhold deposits to get the fees out of it. Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally. It appears she has also received a retrieval request from one of her clients (Cardholder calls their card issuer questioning the charge at which time our processor Transfirst notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that she was corresponding with our processor Transfirst about a case in August 2015, and the retrieval turned to an actual chargeback in Sept. But do not see anything for Dec except that Transfirst held her $128.00 batch on 12/14/15 and $17.21 or her $85 batch on 12/15/15 to offset her balance (since her merchant fees rejected from her bank account). We have emailed her and need to get this fixed. · Now a rep had help me set up a black Friday discount for 30% off on memberships for the first month and the 30% is running every single month there after. · Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3632195 · No records indicating the setup of this promo code, but I did listen to the call to fix it. · Listened to that whole call and the client never mentioned that the discount was for the first month only. The agent helped fix the promotion because it wasn’t working at retail, and got it to work for Valerie. · Mindbody's only solution is to cancel the membership and resell it which again means the clients and myself are inconvenienced when it is Mindbody's fault as they set something up they ensured wouldn't happen! · Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3741546 · From everything I reviewed, the client never stated that the discount was for the first month only, so we didn’t “cause” this issue. We could absolutely run through with her on the line and change some scheduled autopays to make it faster. · They also set up the new memberships incorrectly and again won’t fix anything.
Dear S[redacted], We're sorry to hear about the poor experience you received when reaching out for support and additional training on your MINDBODY product. I can see that we had your manager scheduled with one of our on-boarding support specialists in July 2015, and provided 5 hours of training...
as part of our on-boarding services offered free to all customers. It's always difficult when you lose staff particularly when they take knowledge with them about the product your'e using. While MINDBODY doesn't currently offer training services beyond on-boarding, we are exploring the how we can in order to help our clients who don't have time to do staff training like you experienced. We also offer a 1 hour "refresher" training once per year, which is also free, and someone from Customer Service will be contacting you to schedule that to see if it would help you. Our 24 hour support team can be reached at ###-###-#### or via email, or chat as well. We also have an online knowledge base at support.mindbodyonline.com with tutorials and videos that can help your training- there's a Getting Started section that's most popular for learning the product from the ground up as well as guides like the following front desk handbook:https://support.mindbodyonline.com/hc/en-us/articles/203259093. Please feel free to email me directly as well. My email is listed on our Revdex.com profile, and I've included it below for you as well. Thank you for taking the time to reach out and we'll turn this around for you soon. Warm Regards, A[redacted]@mindbodyonline.com
Hello,Thank you for providing this feedback, we appreciate the time you have spent with our team. I understand that while you felt you should not be charged during the setup process, you did have full access to your site and were able to begin using it at your discretion. We provide a service (free...
of cost) during the Onboarding process where you worked with our team to setup your software. You had completed this training and at that point decided you were not satisfied with the software and wanted to cancel. Outside of the setup timeframe you described,we have 24/7 Technical Support available to assist with any questions that may arise to ensure you are feeling supported. Please see the below timeline of events regarding your history with MINDBODY:6/15/2017:Evolution Health Spa purchases MINDBODY software6/27/2017: MINDBODY software training completed7/19/2017: Deactivation of site due to non-payment11/30/2017: Evolution Health Spa reactivates account12/3/2017: MINDBODY coordinates scheduled training with Evolution Health Spa12/4/2017:Evolution Health Spa reschedules training appointment12/12/2017: Training occurs1/5/2018,1/9/2018,1/11/2018: MINDBODY reaches out to confirm additional training on 1/12/20181/12/2018: Additional training is completed1/19/2018:Evolution Health Spa emails MINDBODY notifying the request to cancel software1/19/2018: Cancellation process begins, we complete verification and send you confirmation of your cancellation request outlining next steps. Our Terms of Service state we require a 30 day notice of cancellation, our team has prorated your final bill to reflect this. While reviewing the interactions, I was unable to identify any dissatisfaction with the product. At this point, I would love to discuss your overall experience with our team and your request for a refund. Please email me at [email protected] if you would like to coordinate a phone call to discuss this matter.Thank you,
Complaint: 10929359
I am rejecting this response because:I am not satisfied with this response.I want my site taken down completely so that no one is able to view it or book appointments through the mindbody software effective 10/30.I want a refund of $390.I set up forms on this site to notify clients of my policies, specifically my no refund policy. These forms were not shown to my client and when she asked for a refund I gave her money back. Because this software has failed to do what I was told it would do, and that I had a reasonable expectation that it would do I want to be reimbursed the $200 by mindbody. Since there has not been one month where the software has worked properly and I have spent many hours of my time not only on the lengthy set up process but also on fixing, or attempting to fix problems created by mindbody I would like my last two payments of $95 refunded. If I pay for something I have a reasonable expectation that it will work. If I take money from a client I then do the work we agreed upon. If I had bought a product in a store and the product did not work I should have the ability to return the product for a refund. That is what I want. A refund for a product that does not work.Last week (Friday October 30th) I emailed mindbody asking them to cancel my account and take the software down. I took all the links off my website and cleared my clients appointments so that my clients would would stop receiving emails from them that stated inaccurate appointment times. I have not used this for scheduling in weeks because it is faulty and can not be trusted to be accurate. Today (November 7th) I received an email stating that a new client had booked a massage. This was not a time I had planned on working and was about to leave the house when I saw the email. This is not only inconvenience, it is unprofessional. I would prefer to not suffer one more month of bad surprises. I want them to take down my site completely, off the phone app off the mindbody end off whatever other places it could be lingering that I do not know about and make it so that no clients can schedule with me through them. I have responded to the company's response below in blue...Below is an outline of the client and the experiences cited. The client
mentioned a few times she was unhappy she had to make edits to the
software to customize it,Yes after having spent at least one hour a week on the phone with your company for six months I think my expectation that the software would work correctly without me having to go in again and make changes to the things that should have been set up properly in the first place was completely reasonable. was comp’d a little, escalated twice in technical
support, had merchant fees refunded and ran sales outside of MINDBODY
(did not have processing). Oh so glad you mentioned this, I forgot about the credit card fiasco. Monthly charges starting from before I received a swiper or ran a credit card. Then when you sent me the first swiper and it did not work I called to complain. You sent a second swiper it too did not work and I was told "To find someone with an Iphone and try charging a dollar on my credit card using their phone to see if my phone was the problem". This is unacceptable. We have provided $241.39 in compensation to date.Yes you cut my bill in half for a few months after I got so fed up by the time I was wasting by calling in every week that I threatened to cancel my account. Unfortunately your software and customer service did not improve. We also reviewed the
client's site and confirmed that text is set to display for her
refund/cancellation and liability policies.These policies were not shown to my clients even though I specifically set them up to be shown to all clients. I added this wording to my website after you failed to provide this information to my clients. These settings are set to display in
consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions)
if the consumer bought services directly from the client then she would
not see them. A 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.Nope this is not what I was told. I told the woman who was helping me through the setup, Katie Marie that I do not have a printer here and do not print receipts. Why would it have been set up this way? The client should have received and email receipt after any purchase. Once I cancelled my credit card processing part of this system I called to make sure that there was nothing else I needed to do to make things run smoothly (to avoid things like this happening) and was assured that my clients would in fact be shown these documents including my no refund policy. Additionally, we do not have a name of the consumer who was refunded,
and we were not able to locate a $200.00 refund processed through the
MINDBODY software. The client does not currently use merchant account
processing with MINDBODY, and has not logged any sales from 10/5/2015
11/5/2015 Because her payment was run thorough square on her credit card here. I stopped using your system because it did not work. Why was she not shown my policies when she signed up? View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 2/3
to 11/5/2015. 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 subscription. She
specifically requested that we DO NOT call,yep because every call to you has lasted a minimum of one hour, the last time I called in I was on the phone for two hours and my problems were still not resolved. Why would I get on the phone with you again just so you can argue with me and continue to waste my time and not be helpful? which took longer to process as
a result, but we logged 10/30/2015 as the actual cancellation request
date. Our terms of service require 30 days written notice for a cancellation
to take effect and as a result the charge of $95 on 10/30/2015 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: 79841
Close date: 12/30/2014
1/19/2015 (ZD#2[redacted]98): Client contacted tech support due to website
URL in autoemails populating not as she desired, she was deeply unhappy
that support would not update the URL and she had to login and do it.Yes I gave you the correct information, you botched this and I had to fix it. 5/5/2015 (ZD#3067511) Client called in regarding mobile swiper not
working on Moto X, tested device, no resolution.Yes no resolution, no attempt to help me no offer of anything except that I should find another phone to use. This is unacceptable. 5/12/15 ZD#3[redacted]9: Client speaks with Joe in Client Care Comped half
off of May, June July & Aug bill ($190.00)
5/28/15 ZD#3[redacted]4 The client complains about problems she's been
having with merchant processing, Jenna refunds$51.39 for processing
fees.
7/29/15: (ZD3288273) Client called tech support because of a double
booked appt. In this email she states that she felt misled by sales &
trainingYes and yes. You told me that the software would work for my business. I had to change my pricing structure, create complicated, difficult to use systems that required multiple steps to check each client out. I had to change the price of most clients sessions each time I checked them out. Your tracking system did not work and each month your numbers were different from mine. This is basic math add money, subtract money but each week your numbers were off. and that the software is complicated. She does not request to
cancel, but does ask for compensation. CS escalations reaches out and the
client responds 8/5/15
8/5/15: (ZD#3[redacted]73) The client notes that she is not receiving
confirmation emails and therefore missed an appointment. "Part of me
wants to cancel this software today, in fact the only reason I have not
cancelled this is because of the time, effort and money I have put into it so
far." Yep if I had a time machine I would go back to March and say "cancel this Anne, this company only wants to take your money, things will not improve they are going to continue to lie to you" Escalations reach out from 8/5 to 8/12 before issue is resolved. Chris
O'Day in tech support confirms that the client did not receive an email
confirmation of a consumer mode booking by [redacted] (consumer) because Dia
was NOT opted into emails. So let me get this straight, me, a massage therapist not a software engineer should have thought to ask while we were setting all this up "Ok now my customer will receive these emails right? And so will I, so that I know when a new appointment has been scheduled? Oh wait what are the chances they will click a little box to opt out of receiving emails than I will not get notified of new appointments because she is not getting these notifications" Whew glad I thought of that! Disaster avoided. 8/12/15 (ZD# 3323510) the client emails a list of clients/appointments
that she perceives to be incorrect in the software. Tech support approves
the corrections to be made by an agent as of 8/16.
8/26/15 (ZD#3364958):Now that's funny, your tech was able to go into my system and make changes yet when I ask you to take the site down completely you say it is "illegal" for you to touch my site? Which is it? Should I call the police fo rthis infraction? The client contacts tech support because she
sees classes showing up, support responds with screenshot that they are
no longer visible in consumer mode
10/1/2015: (ZD#3471616) The client is interested in liability waivers and
also paying less than $95.00 a month and asks about rates. Tech support
11/5/2015 View Complaint Message http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 3/3
sent her instructions on how to access and edit her policies & subscription
management sent her email in regards to software levels.
10/2/2015: (ZD#34[redacted]75) Client calls tech support, agent states that the
client seems on the verge of cancelling, mentions that she was frustrated
that her site wasn't set up as she wanted it and that her no refund policy
(among others) was not printed on receipts
10/30/15 (ZD#35[redacted]12 originated in Billing, 35[redacted]13 another request
to cancel sent to support, 35[redacted]35 another request to cancel sent to
support, 35[redacted]31 another request to cancel sent to support, 35[redacted]2
originated in Billing, 3472464 started 10/1 in support, SM called client
10/7 to discuss downgrading potentially, LVM) Client emails to cancel and
requests a refund all on 10/30.
Anne Mccranie
Complaint: 11456885
I am rejecting this response because: Something needs to be done to MINDBODY for their inability to process payments on time and providing unuseful and false service to their clients. I did not have access to that account because Josh Donahaue did not pay attention to detail in receiving my correct email address from the beginning, on the "18th" of April. So then I get charged on the 21st of April which I did not have access to the account because of a fault on MINDBODY behalf so how was I suppose to run my business under someone else responsibility. There is no benefit in receiving any additional "free" service thru MINDBODY since I am afraid of getting charged again for their stupidity. MINDBODY is a fraud and phony to get innocent hard working people to fall for their deceit and hurt their pockets more than providing beneficial true service. All I ask is for empathy and one months refund, I'm sure the CEO Ferrari or Bently payment won't be affected because I'm sure there are more innocent people getting ripped off. I also asked for a copy of the initial contact set-up and I was denied, hmm something fishy going on don't you think? If the Revdex.com will not assist in resolving this issue them someone is batting for the same team.
Regards,
Jose Vega
Hello D[redacted], Thank you very much for reaching out to our team. We were able to locate the Live Chat that you had with our team on January 17th confirming owner verification to complete the cancellation process. This was an error on our end, we will be processing a request for a refund of...
$158.88 to be returned to your card. Our apologies for the inconvenience, if you have any questions at all regarding this please do not hesitate to reach me at [email protected] Thank you,
Complaint: 12162130
I am rejecting this response because:I have previously filed complaints with Revdex.com regarding Mindbody and our account after several weeks of trying to get this resolved on my own. Our complaint number 12162130. The latest update, Mindbody emailed the download and instructions directly to me on 6/1/2017 instead of Thomas at Stripe, which could result in PCI violations. After I received the emails, I forwarded them to Thomas at Stripe. Thomas was unable to access the data and he and I have been trying to get in touch with A[redacted] as well as Client Support (where the emails regarding the download emails originated from) without any sort of reply or acknowledgement. Email copy from Stripe on 6/1/2017 after I forwarded the emails to Thomas with Stripe- The following addresses are subscribed to this thread: [email protected], a[redacted][email protected], [email protected] Hey everyone, A[redacted]/Mindbody: The flow that Mindbody is using to export card details means that the owner of the card details gets an email and has to download extremely sensitive information (card details) on their laptop. This is not the way most processors handle exports to Stripe or from Stripe. It's also not the way that you (Mindbody) expect imports on your end. We've done a few imports from you recently and those have been quite problematic as the owner of the data would not know how to send it securely to us and would just forward emails with links and passwords in clear text directly. Would it be possible to work with your engineering team to find a flow that is more secure for everyone involved? It would be a great improvement if you could encrypt the file with our official PGP key [1] for security reasons. You'd drop that file on your SFTP server and then provide me the credentials to access the file also encrypted with our PGP key. If you don't have an SFTP server, I can give you a one-time access to ours. I hope this helps but please do not hesitate to get back to me if you need more details. All the best, Thomas [1] https://stripe.com/docs/security/pgp-migration-key Email thread correspondence with Thomas from this morning. The following addresses are subscribed to this thread: [email protected], a[redacted][email protected], [email protected] Hey K[redacted], Unfortunately I have not heard anything. A[redacted] from Mindbody is on this email thread but hasn't responded to us yet. You will need to escalate to them and try to call someone else I think. All the best, Thomas Good Morning Thomas, I'm just checking in to see if you ever heard anything back from Mindbody? No one has responded to any of my emails. This is getting so frustrating, the only time I can get them to respond to anything is when I make a report with the Revdex.com. I really appreciate you being our advocate! K[redacted] On Jun 5, 11:33, Stripe Support wrote: Hey, Mindbody is on this email thread already so they got my answer. I can only wait for them to reply to us on this email thread and clarify what's going on. All the best, Thomas Since, the only time we have received any sort of response is when we file an official complaint with Revdex.com. I am under a deadline on getting my clients transitioned with a new management system and all of these issues have impacted our client care and has resulted in some loss of business due to scheduling and billing issues. Below is the list of complaints and responses from Mindbody. On April 10th, I emailed Mindbody to cancel our branded app subscription as well as downgrade our client management subscription to the pro version at $125 instead of the ultimate at $156. My emails went unanswered as well as numerous phone messages. I finally spoke to someone towards the end of April and was told that the branded app was canceled and my subscription was downgraded and that on my next bill in May, I would be charged a pro rated fee of four days for the app. On May 6th my bank account was automatically debited $340, per my bill I was charged for the downgraded pro version at $125, plus previous ultimate subscription at $156, plus the branded app at $91. I called May 6th, 7th and 8th by phone and I kept getting bounced around to different departments only to receive prompts to leave voicemail messages. I finally got in touch with someone in the main office on May 8th. I explained the situation and she in turn transferred me to someone in billing. I explained the situation again and the response I got was "I don't know what happened". She then in turn said she had to transfer me to someone in subscriptions. I held for over 12 minutes and had to repeat the situation again and again I got the response "I don't know how that happened". I asked to be refunded immediately for the overcharges. I was told that they do not do refunds, but in my case they would allow it. She said but it could take over a month to receive a refund and it would be quicker to receive a credit on my next bill. I told her I did not agree with that practice, but I would take the credit. I then told her I would like for all my clients billing account information to be sent to our new payment processor. She then told me they could not do that. I told her that I spoke to my processor and it can be done as long as it's from one processor to another. She put me on hold and then came back and said that they could do that, but it would cost me $600 for the export of my client information. Mindbody response- Dear K[redacted], Thank you for sharing your feedback with us. I reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client care. I agree with your assessment of the calls and transfers to resolve. This is not acceptable service. Reducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processes. I say this only to iterate that we are taking action to correct, and and I agree that it's not okay. In regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securely. The cost of the service is $600 and designed to ensure the safety of consumer information. This additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this service. The $600 fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involved. After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at a[redacted][email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future. Warm Regards, A[redacted] Woo Senior Vice President, Customer Experience Email response from Stripe on 5/31/2017, after I inquired about the import. Hey everyone, K[redacted]: I haven't heard anything from Mindbody since May 18th when A[redacted] said she would add someone to the email thread. A[redacted]: do you have an update on the state of this migration? All the best, Thomas A[redacted]'s response on 61/2017 Thomas, I’m including [email protected] here. They have been assisting someone on your team with the import. If you have any questions, please feel free to email us here. We’re happy to assist with the transition. A[redacted] My Response to Revdex.com I am rejecting this response because: On May 18th I filed a complaint with Revdex.com regarding Mindbody and our account. I accepted the resolution of a refund and Mindbody exporting my client information directly to Stripe. I was also told in an email that I would be refunded the over-payment of charges. As of today 5/31/2017 I have not been refunded nor has Stripe received the import from Mindbody. Mindbody did not do as agreed to resolve this matter. I have constantly emailed since this matter and have gotten the run around again and passed on to other departments. All email correspondences are available upon request. Copy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at a[redacted][email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future." I want my refund today as well as the import sent to Stripe. Regards, K[redacted] Piwko Their response- Dear K[redacted], As communicated earlier by Charity in our billing department, the refund has been submitted. I also have confirmation that the database back up request is initiated and on it's way. You have my direct information and I've been responsive to emails. I understand the frustration and wanting the refund and database backup immediately. All things are in flight and you'll be on your way soon. Thank you again for your feedback, A[redacted] My response- Revdex.com: I have reviewed the response made by the business in reference to complaint ID 12162130, and as long is they do what they say this time I will accept the response, however, their track record in the past has not been very reliable. I also am not please with the time it took to get this resolved and the constant excuses on their end on why it's not getting done and their request for my patience. Regards, K[redacted] Piwko Email thread with Stripe after I received the first email from Bernard at [email protected] Hi Thomas, I received an email from Mindbody tech support and they are finally working on the export data. They said I should receive an email early next week with the secure server login information to pass along to you. I will keep you posted! Thanks so much for helping get this in motion! On Jun 1, 15:24, Stripe Support wrote: Hey everyone! I'm Thomas and I work on the migrations team here at Stripe. I'm helping K[redacted] Piwko on the migration of card details to Stripe. We're now waiting to receive the data from you similarly to how we send encrypted card details to you whenever a user moves to your platform. Let me know what you need from me on this to be able to move forward. All the best, Thomas After the way Mindbody has handed this situation and others like it and can still maintain an A+ rating with Revdex.com is very alarming. I would like for someone to contact Thomas at Stripe and assist him with getting our information imported immediately. As Mindbody has put us on a deadline of how long we have to access the data as well as our impending cancellation with Mindbody. As per the numerous emails have stated, Thomas can be contacted via email at [email protected]. This is starting to impact our business operations and loss of clientele due to a smooth transition to a new provider. If this does not get resolved quickly we will have no choice but to result to legal action in order to recover our loss of income. Mindbody is a big company and may be able to do business this way, but we are not. Even one client leaving us is detrimental to our business.
Regards,
K[redacted] Piwko
We reviewed the complaint and found the following phone calls and emails from MINDBODY’s Merchant Account Sales department to the client: · Voicemail on 4/26/16 followed by email · Voicemail on 5/3/16 followed by email On...
May 3rd, the client expressed not being interested in services, stating, “Thanks! I won’t be using that part of the service!” After that email, our sales rep replied the same day asking for feedback and again on June 20th to see if the client was reconsidering the decision made in May. This totaled two emails and one phone call in two months after asking for feedback and interest. On May 3rd, our rep emailed: “MINDBODY is always trying to get a clear understanding as to why a client would elect out of a product that cost no money. This allows us to rebuild and refine our product to the best we can offer to our clients.” On June 20th, our rep emailed: The last email stated, “Good day to you, I wanted to follow up with an email response I sent to you back in May that I have yet to hear back from you about. Last we spoke you were interested in having an online presence to be able to sell your Deals through the MINDBODY app. This is very easy to do, and does not cost you anything to be listed. I am happy to schedule a time where we can go over any other questions you may have.” There were no email communications after this. In reading the complaint, it is unclear if the client believes they were already on the Do Not Call Registry and whether or not they believe we violated those provisions of the Telemarketing Sales Rule. Based on our records and in speaking the rep, while the client stated they were not interested, we do not have a record of them asking us to stop contacting them. We're sorry that our actions felt unprofessional and hope this response helps provide some clarity. Our contact information is publicly listed as is my email address under the Revdex.com if direct communication is desired to help provide additional details so I can respond more fully. Warm Regards, A[redacted]@mindbodyonline.com
Dear [redacted], Thank you for your patience with my reply we waited on several key team members over the holidays. It is clear that this situation has become very frustrating and we're sorry you feel the need to have to take it to the Revdex.com. The purpose of this response is to show the engagement of our team with your business. The majority of the issues that have been reported are resolved, however if you're still getting complaints from customers, they will need to update their app to the current version. Below I've responded to your rejection point by point to make sure we've addressed everything int eh complaint. The latest escalation that Devin's manager, Jen, submitted was responded to- if there's anything outstanding, please reply directly via the follow up email sent and we can either work on it via email, or schedule another call. 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..MINDBODY: As requested, a list of the most recent communication is attached in the Excel file. If you don't have retained copies of those communications, we're happy to send those. Examples of the escalations and responses are attached in the PDF documents. 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.MINDBODY: Those are also attached. If you would like copies of all tickets in details, we can certainly send those, however I'm not sure how productive it would be to go this route. At this point, I think it would best to focus on moving forward to the desired outcome. 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. MINDBODY: Your business was an early studio to convert from the older SOAP Engage App, to the newer REST/MB Login version of Engage. The new underlying technology is superior and with this we made some updates to their App to resolve some issues of the account conversion process that early builds were more prone to. Whenever new App versions are released, Users need to actively update their Apps to see the changes. Unlike website updates, on native mobile apps updates need to be downloaded and installed. While apps like Engage provide a walled in experience exclusive to your customers, the downside is having to update apps from time to time. 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. MINDBODY: The answer here is the same as above, please have clients update the app. 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.MINDBODY: Since around mid-October we have had live chat closed regularly Monday-Friday 8am-1pm PST, with some days 8am-3pm. There were a few exceptions for days we kept it open, or adjusted the hours, but it’s been close to that for the last couple months. The weekend of 12/17-12/20 we also closed Live Chat for the upgrade to our newest ticket platform, which will ultimatley result in a better experience for everyone.We’ve closed live chat during our peak support volume hours so that we can dedicate more resources to phone support to keep the wait times lower there. That helps lower the wait times where it seems to impact clients the most. We are still accessible via phone and email 24x7. I know this is a preferred channel for some clients and we are currently planning on running 24x7 chat starting in January. 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.MINDBODY: We're sorry to hear it was such a negative experience. I reached out to Blake for a response on this, and will follow up when he returns after the new year. Thank you for expressing your concerns, and we'll continue to work to resolve issues to your satisfaction. Sincerely, A[redacted]
Thank you for your response and I apologize for the delay. We needed to make sure we fully understood the situation and could provide the best possible answer for your concerns. The reversal did take a long time, and one reason for that (I think we’re both clear on, but want to make sure) is that it had to be done through the back end in order to avoid processing fees on $7,000 transaction. Having now dug into this further, it should have taken about 5-10 business days and of course that’s dependent a great deal on the credit card issuing bank because once we send the funds back the credit card issuing bank wants to make sure those funds are cleared before releasing them to their client- your consumer. While we won’t cover the $7,000 loss, we will provide 2 months of software compensation and 1 month of merchant processing fees. I also want to reiterate that when reviewing the 3 months of banks statements with consistently negative account balances, a chargeback dispute would have meant that MINDBODY would have to cover the losses had the consumer won the dispute, which is common. Consumers who see “no refund” policies at businesses are more likely to file chargeback than work with the business if they are not satisfied with the services. To add additional risk, when a transaction is keyed this is an indicator of the card not being present during the transaction and the client can file a chargeback for “fraudulent transaction” or even “cardholder does not recognize transaction.” To have a chance of winning those types of chargebacks we would need an imprint of the credit card, copy of the ID, signed agreement and signed receipt- basically a fat chance for the business and MINDBODY succeeding on winning a chargeback in these cases. Due to the risks involved, we opted to hold funds. We’re not willing to take on risks like that at this time. Once again we apologize for the delay in the funds appearing on the clients card and, going forward, we recommend processing within your approved volume limits. If transactions will exceed those limits, we recommend breaking it up in to monthly payments or processing larger transactions through a processor that is willing to release those funds in whole to your account. I’d also recommend working with one of our technical support specialists to show some other features within the product and app that can help bring more clients as well as how to set up recurring monthly payments. If you would like this, please call us anytime. We’re available 24x7.
Update to my case: UPDATE: In the letter from MINDBODY, Trish states that she has asked billing to COMPENSATE (make complimentary) my next invoice which is for $104.00. ?This would make my claim reduced accordingly, to $216.00.
We're sorry to hear that the product was not used by the client. We've logged a timeline of events in our CRM database and have provided below as background to the purchase and refund request. We had been in contact with the client within a week of purchase and were...
not notified at this time of account errors.MINDBODY’s terms of service, which were agreed to by the client state that refunds are eligible within the first 30 days of purchase. We received notice of the cancellation after the first month and after the second payment had processed. Exceptions to terms of service are rare. If/when the client would like to try MINDBODY again, we’re happy to provide two months of free service, but will not provide a cash refund. Timeline: · 4/18/2016 – Software purchased · 4/21/2016 – Invoice generated for the service period 4/18/2016-5/17/2016 for $45.00 · 4/25/2016 – Client called and registered for a webinar to learn the product · 4/25/2016 – Client ordered a free mobile swiper · 5/11/2016 – We responded to the client with a password reset and business name update and received no response (ticket #4188756 and $4188763) but they were sent to the updated e-mail. He didn’t contact us until this day to let us know he wasn’t getting e-mails or able to access the site. This is also the day he first signed in. · 5/18/2016 – second invoice generated for the service period 5/18/2016-6/17/2016 for $45.00 · 5/19/2016 – Client requested cancellation o Processed the cancellation with a request date of 5/19/2016. No additional charges have been made.
Complaint: 12723967
I am rejecting this response because:I appreciate your process, but feel that the change was made unilaterally still. I apologize for not reading deeply into your email, but am still a dissatisfied customer and am disappointed in your standpoint over $70. I will be sure to provide negative response about your company as broadly as possible as a result. I hope you understand that impact.
Regards,
M[redacted]
Dear K[redacted], Thank you for sharing your feedback with us. I reviewed the account and agree that your experience with downgrading, and trying to resolve your bill was much too high of an effort due to slow response times within billing and client care. I agree with your assessment of the calls...
and transfers to resolve. This is not acceptable service. Reducing transfers and customer effort is a top priority for us this year and we're sorry you had to bear the brunt of our evolving customer experience to repair broken down processes. I say this only to iterate that we are taking action to correct, and and I agree that it's not okay. In regards to transferring credit card information from one processor to another - whenever consumer credit card information, addresses, and other identifying information is taken out of MINDBODY's system and transferred to a third party, the data must be decrypted so it's usable to import, and sent securely. The cost of the service is $600 and designed to ensure the safety of consumer information. This additional service is outlined There's much of this that is out of our control and put in place by the Payment Card Industry to deliver on this service. The $600 fee covers some of the cost for the third party and technology required to do this, and is not a profitable service for anyone involved. After review of your account,I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at [redacted]@mindbodyonline.com when you’re ready to transition to another platform.Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future.Warm Regards, A[redacted]Senior Vice President, Customer Experience
Complaint: 11802532
I am rejecting this response because:In regards to this complaint. I am currently working work MINDBODY to try and use the software as they refuse to give any of my money back. I do believe the basis of the problem lies in their own lack of communication from the sales staff to anyone else. I request that this claim be reopened until I feel that the situation has been resolved. Again I insist that the 3 months of compensation is just 1 as I had already paid for 2 months service that I was unaware of. If they will actually compensate me for 3 months of services I expect it to be in addition to that which I was already charged.
Regards,
C[redacted]
Complaint: 11829712
I am rejecting this response because: I am rejecting your reply because it does not address my request. Your employee failed to document that I request a refund because I never use the service and had a recent change in business plan which required me to postpone the use of service. A charge of 3 mo. membership for zero use is clearly excessive regardless of the policy or agreement in place. Your agreement to impose a 30 day notice and add another charge in the future of cancellation is a scam on its own. If you get my recording, you will hear that I clearly mention that I considered using the service at later time, however I could never do so which such abusive "contract clause. The company would loose a good prospect customer. I proceed to tell her, I understand she may not have authority to bypass policy so I request to speak to her manger and she refused. yes, I will blast he media with my experience and I do have many friends in the fitness industry with whom I will share my experience too, unless this issue is resolve with a refund. It is not for the money, it is a bad faith customer service on the part of the company. A scam to bill service and collect money for service not provided. So I hope you will seriously reconsider your reply through this site and I promise you that if you do not, your reply and my complaint will make its way to the company CEO.
Regards,
M[redacted]
There are inconsistencies between my account and theirs. I wish to be able to speak with High level personnel to ensure that my story will be heard and hopefully being about some major changes to prevent anything similar. I do wish to impress upon them that it took me over a month to find a way to contact them. Let alone to contact someone who would listen. I am still vehemently offended and appalled at what happened and I am sticking with them because of the work we have put in on our end to make it usable even when important features are missing upon delivery.
Complaint: 11802532
I am rejecting this response because:
Regards,
C[redacted]
Complaint: 12162130
I am rejecting this response because:On May 18th I filed a complaint with Revdex.com regarding Mindbody and our account. I accepted the resolution of a refund and Mindbody exporting my client information directly to Stripe. I was also told in an email that I would be refunded the over-payment of charges. As of today 5/31/2017 I have not been refunded nor has Stripe received the import from Mindbody. Mindbody did not do as agreed to resolve this matter. I have constantly emailed since this matter and have gotten the run around again and passed on to other departments. All email correspondences are available upon request. Copy of portion of one email from Mindbody: "After review of your account, I am very empathetic with the difficulty experienced in resolving your downgrade request and billing issue and agree to the waiver of the backup fee for the service to decrypt and transfer data as you requested. We will also waive any fees within the 30-day notice period to ensure you do not pay for the software past your cancellation request date. To expedite this request, please email me directly at [email protected] when you’re ready to transition to another platform. Your patience throughout this ordeal is to be commended, and we're sorry we pushed the limits of that. On behalf of MINDBODY, I apologize for your poor experience and wish you all the best in the future."I want my refund today as well as the import sent to Stripe.
Regards,
K[redacted]
Thank you for providing feedback for items you would like to see added in to our software. I understand your concerns. While Connect is created for consumers to find and book wellness services, once you convert those consumers to loyal customers, using a branded custom app for your business is an...
experience some of our clients choose to provide. Within your MINDBODY core product, you can disable text messaging, which you have found, but you can also disable the splash screen prompting people to download Connect when they access your schedule through their mobile device. Here is how:In the Business Information screen there is a check-box to enable or disable features promoting the MINDBODY connect app. This includes a splash screen in consumer mode as well as auto email footers that direct consumers to the App Store to download Connect. For clients that upgrade to the MINDBODY Engage custom app, the features promoting MINDBODY Connect are defaulted off.In the future these promotional features will be expanded to promote the custom Engage app for clients who have upgraded.If you have further questions, or concerns, please reach out to [email protected] or [email protected] and we will be happy to explain further. Warm Regards, A[redacted]VP Customer ServiceMINDBODY, Inc
In reviewing the customer contact records and discussing with team members involved, the expectation was set with the client that the on boarding would be complete within two weeks of when the data was received by MINDBODY, not two weeks of when the sale was made. We were within this timeframe when the client canceled. Some additional clarity around the new items in the response: Difficulty receiving data: According to our team members, the manager of the business (Dario) was not able to provide us with the needed data exports from their old software. For that reason, our team ended up doing what was essentially an export assist via a remote computer sharing tool to get their site build completed, logging into their old software and taking screen snapshots of necessary data. In hindsight, this should have been a red flag for us that perhaps the JumpStart process was not the right way to onboard this client, but we did communicate this to them. Missing product information: The main data conversion was completed on a Monday, and the remainder of their products were imported on the Wednesday following – in total 3 days. The client cancelled on the day the conversion was completed. The hours outlined in the attached spreadsheet that are noted as "Extraneous Time" are directly correlated with the time spent manually extracting said data from the client's old software system. This work not only falls outside the scope of the Jumpstart services & conversion for which the client had paid, but also stands as the primary reason for why the customer feels we did not deliver a finished product on time. In reality, we can’t complete the work if we don’t have the required information to do the work. Issues with non-functioning POS hardware: The client declined to purchase hardware from MINDBODY and instead asked us to support their own hardware. Our policies clearly state that we do not support hardware not purchased through MINDBODY. Our prices include installation and troubleshooting support for specific hardware products and we have no way to identify if products purchased outside of MINDBODY will function in the same way. As a result, we are limited in our troubleshooting or and ability to replace faulty equipment. Non-readiness on go-live date: On the go-live data, the owner said “none of my stuff was set up”. What actually went wrong on this day was that the client decided to install Internet Explorer to support receipt printing, and IE crashed during the receipt printing process. Dario explained that when another team member tried to use it to check out his client, the system froze and failed to complete the checkout. This turns out to be related to IE and Java conflicting during the automatically print feature. Dario refused to purchase our hardware and struggled to get any of his hardware to work and since tech doesn’t support non-MB hardware setup, he was frustrated with our lack of support for his financial decision. The automatically print feature did successfully print the receipt to his excitement but IE froze immediately afterward. Indicating a java/IE issue not a MB error. From everything we can see, expectations were communicated to the client and we met the expectations we communicated, but it seems as though the client’s perception differs. It is very disappointing that we were so close to finishing when the customer cancelled and despite the effort both groups put in to the transition from the old software to MINDBODY. At the end of the day we recognized everyone’s effort and decided to cut the losses down the middle by refunding half to the fees paid. This seems like a fair decision and if the client wishes to give it another try, we can reactivate the site that was already built and move forward again.We are happy to discuss the decision in more detail if the client wishes to work with us outside of the Revdex.com system.
We are sorry that we have disappointed this customer in resolving issues. It sounds like there were some really stressful events that weren’t fully understood and resolved. After listening to the calls and reading through the ticket history, I can understand the frustration. There was information...
missing that we needed from this customer that would have helped resolve the problems which are agents did not collect. I do see one call where an agent really struggled in their solution, and while that’s not a normal level of service, it was impactful. We don’t have a compensation request on file from this customer, and we’re happy to discuss this over issues encountered. Regarding merchant account funds, this one is a bit trickier to address as MINDBODY works through a processor who deducts fees for merchant services. Here is the best explanation that’s appropriate for a Revdex.com review response. We are happy to provide more information in a private conversation. In May/June, we attempted to debit merchant fees and it failed. The standard procedure is to withhold deposits to get the fees out of it. Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally. It appears she has also received a retrieval request from one their clients (Cardholder calls their card issuer questioning the charge at which time our processor notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that they were corresponding with our processor about a case in August 2015, and the retrieval turned to an actual chargeback in Sept. We do not see anything for Dec except that the processor held portions of deposits on 12/14/15 and 12/15/15 to offset the balance due. We have emailed them, and need to get this fixed so merchant fees can be debited from the bank account and not deposits in the future. Overall, it sounds like issues weren’t fully addressed and we’d like to extend our apologies and hope we can repair this relationship going forward. More details on specific points made in this complaint and the review left earlier as well. · Horrible company, they used to be good but now their customer service reps are completely incompetent. · CS Issue (most likely connected to the claims in point 6.) [redacted] < this phone call was pretty bumpy. Long hold times/inactive time and overall confusion (not much CQ.) · In the last 4 months they have opened up old, expired purchased from clients that were already used and hence clients unknowingly began using them again. · No Show work item (W263074) that was created when we tried to fix W254412 & W257771. · Apparently it had been like that for over a month and they said nothing publicly. · Transparency issue (we had this on the community forum as well.) Because not all work items affect all clients, we don’t publically share issues. · When the glitch was fixed instead of compensating me and every other client they told us to charge our clients for the re-used class payments which is not fair to us or them. · Concern about solution. This was our recommended fix for the businesses, but we did provide reasonable compensation to clients who requested it during that time. I didn’t see any record of a request from this client. · They have also begun withholding funds on the merchant end for anywhere from 7-10 business days when it should be only 2 business days which is a big deal for a small business. · MAP issue. This Ticket reflects one incident in May/June which was caused by the client’s bank account type when we attempted to debit merchant fees. Our standard procedure is to withhold deposits to get the fees out of it. Additionally, it can take up to 4 days with weekends/bankers holidays for deposits normally. It appears she has also received a retrieval request from one of her clients (Cardholder calls their card issuer questioning the charge at which time our processor Transfirst notifies her so she can respond with a copy of the transaction receipt and an explanation of the transaction) I can see notes that she was corresponding with our processor Transfirst about a case in August 2015, and the retrieval turned to an actual chargeback in Sept. But do not see anything for Dec except that Transfirst held her $128.00 batch on 12/14/15 and $17.21 or her $85 batch on 12/15/15 to offset her balance (since her merchant fees rejected from her bank account). We have emailed her and need to get this fixed. · Now a rep had help me set up a black Friday discount for 30% off on memberships for the first month and the 30% is running every single month there after. · Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3632195 · No records indicating the setup of this promo code, but I did listen to the call to fix it. · Listened to that whole call and the client never mentioned that the discount was for the first month only. The agent helped fix the promotion because it wasn’t working at retail, and got it to work for Valerie. · Mindbody's only solution is to cancel the membership and resell it which again means the clients and myself are inconvenienced when it is Mindbody's fault as they set something up they ensured wouldn't happen! · Potential service issue https://mindbodyonline.zendesk.com/agent/tickets/3741546 · From everything I reviewed, the client never stated that the discount was for the first month only, so we didn’t “cause” this issue. We could absolutely run through with her on the line and change some scheduled autopays to make it faster. · They also set up the new memberships incorrectly and again won’t fix anything.
Dear S[redacted], We're sorry to hear about the poor experience you received when reaching out for support and additional training on your MINDBODY product. I can see that we had your manager scheduled with one of our on-boarding support specialists in July 2015, and provided 5 hours of training...
as part of our on-boarding services offered free to all customers. It's always difficult when you lose staff particularly when they take knowledge with them about the product your'e using. While MINDBODY doesn't currently offer training services beyond on-boarding, we are exploring the how we can in order to help our clients who don't have time to do staff training like you experienced. We also offer a 1 hour "refresher" training once per year, which is also free, and someone from Customer Service will be contacting you to schedule that to see if it would help you. Our 24 hour support team can be reached at ###-###-#### or via email, or chat as well. We also have an online knowledge base at support.mindbodyonline.com with tutorials and videos that can help your training- there's a Getting Started section that's most popular for learning the product from the ground up as well as guides like the following front desk handbook:https://support.mindbodyonline.com/hc/en-us/articles/203259093. Please feel free to email me directly as well. My email is listed on our Revdex.com profile, and I've included it below for you as well. Thank you for taking the time to reach out and we'll turn this around for you soon. Warm Regards, A[redacted]@mindbodyonline.com
Hello,Thank you for providing this feedback, we appreciate the time you have spent with our team. I understand that while you felt you should not be charged during the setup process, you did have full access to your site and were able to begin using it at your discretion. We provide a service (free...
of cost) during the Onboarding process where you worked with our team to setup your software. You had completed this training and at that point decided you were not satisfied with the software and wanted to cancel. Outside of the setup timeframe you described,we have 24/7 Technical Support available to assist with any questions that may arise to ensure you are feeling supported. Please see the below timeline of events regarding your history with MINDBODY:6/15/2017:Evolution Health Spa purchases MINDBODY software6/27/2017: MINDBODY software training completed7/19/2017: Deactivation of site due to non-payment11/30/2017: Evolution Health Spa reactivates account12/3/2017: MINDBODY coordinates scheduled training with Evolution Health Spa12/4/2017:Evolution Health Spa reschedules training appointment12/12/2017: Training occurs1/5/2018,1/9/2018,1/11/2018: MINDBODY reaches out to confirm additional training on 1/12/20181/12/2018: Additional training is completed1/19/2018:Evolution Health Spa emails MINDBODY notifying the request to cancel software1/19/2018: Cancellation process begins, we complete verification and send you confirmation of your cancellation request outlining next steps. Our Terms of Service state we require a 30 day notice of cancellation, our team has prorated your final bill to reflect this. While reviewing the interactions, I was unable to identify any dissatisfaction with the product. At this point, I would love to discuss your overall experience with our team and your request for a refund. Please email me at [email protected] if you would like to coordinate a phone call to discuss this matter.Thank you,
Complaint: 10929359
I am rejecting this response because:I am not satisfied with this response.I want my site taken down completely so that no one is able to view it or book appointments through the mindbody software effective 10/30.I want a refund of $390.I set up forms on this site to notify clients of my policies, specifically my no refund policy. These forms were not shown to my client and when she asked for a refund I gave her money back. Because this software has failed to do what I was told it would do, and that I had a reasonable expectation that it would do I want to be reimbursed the $200 by mindbody. Since there has not been one month where the software has worked properly and I have spent many hours of my time not only on the lengthy set up process but also on fixing, or attempting to fix problems created by mindbody I would like my last two payments of $95 refunded. If I pay for something I have a reasonable expectation that it will work. If I take money from a client I then do the work we agreed upon. If I had bought a product in a store and the product did not work I should have the ability to return the product for a refund. That is what I want. A refund for a product that does not work.Last week (Friday October 30th) I emailed mindbody asking them to cancel my account and take the software down. I took all the links off my website and cleared my clients appointments so that my clients would would stop receiving emails from them that stated inaccurate appointment times. I have not used this for scheduling in weeks because it is faulty and can not be trusted to be accurate. Today (November 7th) I received an email stating that a new client had booked a massage. This was not a time I had planned on working and was about to leave the house when I saw the email. This is not only inconvenience, it is unprofessional. I would prefer to not suffer one more month of bad surprises. I want them to take down my site completely, off the phone app off the mindbody end off whatever other places it could be lingering that I do not know about and make it so that no clients can schedule with me through them. I have responded to the company's response below in blue...Below is an outline of the client and the experiences cited. The client
mentioned a few times she was unhappy she had to make edits to the
software to customize it,Yes after having spent at least one hour a week on the phone with your company for six months I think my expectation that the software would work correctly without me having to go in again and make changes to the things that should have been set up properly in the first place was completely reasonable. was comp’d a little, escalated twice in technical
support, had merchant fees refunded and ran sales outside of MINDBODY
(did not have processing). Oh so glad you mentioned this, I forgot about the credit card fiasco. Monthly charges starting from before I received a swiper or ran a credit card. Then when you sent me the first swiper and it did not work I called to complain. You sent a second swiper it too did not work and I was told "To find someone with an Iphone and try charging a dollar on my credit card using their phone to see if my phone was the problem". This is unacceptable. We have provided $241.39 in compensation to date.Yes you cut my bill in half for a few months after I got so fed up by the time I was wasting by calling in every week that I threatened to cancel my account. Unfortunately your software and customer service did not improve. We also reviewed the
client's site and confirmed that text is set to display for her
refund/cancellation and liability policies.These policies were not shown to my clients even though I specifically set them up to be shown to all clients. I added this wording to my website after you failed to provide this information to my clients. These settings are set to display in
consumer mode (Cancellation Policy, Purchase Policy, Terms & Conditions)
if the consumer bought services directly from the client then she would
not see them. A 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.Nope this is not what I was told. I told the woman who was helping me through the setup, Katie Marie that I do not have a printer here and do not print receipts. Why would it have been set up this way? The client should have received and email receipt after any purchase. Once I cancelled my credit card processing part of this system I called to make sure that there was nothing else I needed to do to make things run smoothly (to avoid things like this happening) and was assured that my clients would in fact be shown these documents including my no refund policy. Additionally, we do not have a name of the consumer who was refunded,
and we were not able to locate a $200.00 refund processed through the
MINDBODY software. The client does not currently use merchant account
processing with MINDBODY, and has not logged any sales from 10/5/2015
11/5/2015 Because her payment was run thorough square on her credit card here. I stopped using your system because it did not work. Why was she not shown my policies when she signed up? View Complaint Message
http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 2/3
to 11/5/2015. 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 subscription. She
specifically requested that we DO NOT call,yep because every call to you has lasted a minimum of one hour, the last time I called in I was on the phone for two hours and my problems were still not resolved. Why would I get on the phone with you again just so you can argue with me and continue to waste my time and not be helpful? which took longer to process as
a result, but we logged 10/30/2015 as the actual cancellation request
date. Our terms of service require 30 days written notice for a cancellation
to take effect and as a result the charge of $95 on 10/30/2015 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: 79841
Close date: 12/30/2014
1/19/2015 (ZD#2[redacted]98): Client contacted tech support due to website
URL in autoemails populating not as she desired, she was deeply unhappy
that support would not update the URL and she had to login and do it.Yes I gave you the correct information, you botched this and I had to fix it. 5/5/2015 (ZD#3067511) Client called in regarding mobile swiper not
working on Moto X, tested device, no resolution.Yes no resolution, no attempt to help me no offer of anything except that I should find another phone to use. This is unacceptable. 5/12/15 ZD#3[redacted]9: Client speaks with Joe in Client Care Comped half
off of May, June July & Aug bill ($190.00)
5/28/15 ZD#3[redacted]4 The client complains about problems she's been
having with merchant processing, Jenna refunds$51.39 for processing
fees.
7/29/15: (ZD3288273) Client called tech support because of a double
booked appt. In this email she states that she felt misled by sales &
trainingYes and yes. You told me that the software would work for my business. I had to change my pricing structure, create complicated, difficult to use systems that required multiple steps to check each client out. I had to change the price of most clients sessions each time I checked them out. Your tracking system did not work and each month your numbers were different from mine. This is basic math add money, subtract money but each week your numbers were off. and that the software is complicated. She does not request to
cancel, but does ask for compensation. CS escalations reaches out and the
client responds 8/5/15
8/5/15: (ZD#3[redacted]73) The client notes that she is not receiving
confirmation emails and therefore missed an appointment. "Part of me
wants to cancel this software today, in fact the only reason I have not
cancelled this is because of the time, effort and money I have put into it so
far." Yep if I had a time machine I would go back to March and say "cancel this Anne, this company only wants to take your money, things will not improve they are going to continue to lie to you" Escalations reach out from 8/5 to 8/12 before issue is resolved. Chris
O'Day in tech support confirms that the client did not receive an email
confirmation of a consumer mode booking by [redacted] (consumer) because Dia
was NOT opted into emails. So let me get this straight, me, a massage therapist not a software engineer should have thought to ask while we were setting all this up "Ok now my customer will receive these emails right? And so will I, so that I know when a new appointment has been scheduled? Oh wait what are the chances they will click a little box to opt out of receiving emails than I will not get notified of new appointments because she is not getting these notifications" Whew glad I thought of that! Disaster avoided. 8/12/15 (ZD# 3323510) the client emails a list of clients/appointments
that she perceives to be incorrect in the software. Tech support approves
the corrections to be made by an agent as of 8/16.
8/26/15 (ZD#3364958):Now that's funny, your tech was able to go into my system and make changes yet when I ask you to take the site down completely you say it is "illegal" for you to touch my site? Which is it? Should I call the police fo rthis infraction? The client contacts tech support because she
sees classes showing up, support responds with screenshot that they are
no longer visible in consumer mode
10/1/2015: (ZD#3471616) The client is interested in liability waivers and
also paying less than $95.00 a month and asks about rates. Tech support
11/5/2015 View Complaint Message
http://odrcomplaint.Revdex.com.org/odrweb/Consumer/ComplaintMessagePrintView.asp...⇄ 3/3
sent her instructions on how to access and edit her policies & subscription
management sent her email in regards to software levels.
10/2/2015: (ZD#34[redacted]75) Client calls tech support, agent states that the
client seems on the verge of cancelling, mentions that she was frustrated
that her site wasn't set up as she wanted it and that her no refund policy
(among others) was not printed on receipts
10/30/15 (ZD#35[redacted]12 originated in Billing, 35[redacted]13 another request
to cancel sent to support, 35[redacted]35 another request to cancel sent to
support, 35[redacted]31 another request to cancel sent to support, 35[redacted]2
originated in Billing, 3472464 started 10/1 in support, SM called client
10/7 to discuss downgrading potentially, LVM) Client emails to cancel and
requests a refund all on 10/30.
Anne Mccranie
Complaint: 11456885
I am rejecting this response because: Something needs to be done to MINDBODY for their inability to process payments on time and providing unuseful and false service to their clients. I did not have access to that account because Josh Donahaue did not pay attention to detail in receiving my correct email address from the beginning, on the "18th" of April. So then I get charged on the 21st of April which I did not have access to the account because of a fault on MINDBODY behalf so how was I suppose to run my business under someone else responsibility. There is no benefit in receiving any additional "free" service thru MINDBODY since I am afraid of getting charged again for their stupidity. MINDBODY is a fraud and phony to get innocent hard working people to fall for their deceit and hurt their pockets more than providing beneficial true service. All I ask is for empathy and one months refund, I'm sure the CEO Ferrari or Bently payment won't be affected because I'm sure there are more innocent people getting ripped off. I also asked for a copy of the initial contact set-up and I was denied, hmm something fishy going on don't you think? If the Revdex.com will not assist in resolving this issue them someone is batting for the same team.
Regards,
Jose Vega
Hello D[redacted], Thank you very much for reaching out to our team. We were able to locate the Live Chat that you had with our team on January 17th confirming owner verification to complete the cancellation process. This was an error on our end, we will be processing a request for a refund of...
$158.88 to be returned to your card. Our apologies for the inconvenience, if you have any questions at all regarding this please do not hesitate to reach me at [email protected] Thank you,