Hello P[redacted], Thank you very much for reaching out to our team.Please see the below timeline of events I was able to identify regarding this matter: February 4th- You connect with our team regarding declined transactions. Our team reaches out to your Merchant Processor to identify lack of...
functionality February 6th- You Live Chat with our team regarding declined transactions. Our team has asked you to connect with Merchant Support as you had chatted in with our Technical Support department. February 6th- Our team attempts to contact you with no luck February 6th- You spoke with our Merchant team and a new credit card swiper is ordered February 9th- A Supervisor reached out to you regarding experience. February 22nd- You notify us that you have received the credit card swiper and it is still not functioning properly. February 27th through March 8th - A[redacted] on our team connected with you regularly for consistent troubleshooting purposes. I do agree that this may seem to be an excessive amount of troubleshooting and time spent identifying the issue however, when there is potentially a faulty credit card swiper there are multiple possible causes and our team does their best to pin point exactly what is happening. I have received confirmation that the original refund request of $120 has been approved and processed as of yesterday March 22nd. Per our Terms of Service all payments are non-refundable however, we have approved this request as a sign of good faith. We typically will see a refund in bank accounts within 7-10 business days. I have previously reached out earlier this week to coordinate a call to discuss the overall experience with our team. This call is scheduled for Monday, March 26th at 2:45 pm PST. I look forward to speaking with you then.Best,[redacted] W.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12248751, and find that this resolution is satisfactory to me.
Regards,
T[redacted]
Complaint: 11829712
I am rejecting this response because:I will only agree that you refund one month AND DO not charge my card on 11/28/201 to have a complete resolution of this matter.
Regards,
M[redacted]
Dear [redacted], Thank you for your feedback. I...
talked with my team to get their perspective as well and we understand that you feel frustrated and due to the upgrade to Pro that took place in April, which you feel was not clearly communicated. I understand that you have an accountant who takes care of all of your invoices for your business, and now that we are in tax season, you realized you were charged $95 for Pro, but thought you were supposed to be at $65 for Grow. In looking at the correspondence, there are two emails from Devin confirming the upgrade to Pro with two months’ compensation. I think this must be where you thought it was a trial as opposed to a reduced rate for 2 months. I’ve included a copy of the correspondence for Revdex.com Review. We also understand that you have frustrations with wait times and Tech Support, and feel disappointed with the service received. Unfortunately, this a common sentiment given the very high wait times. We anticipate wait times settling down to normal around the end of this month and improving throughout March. January receives more calls than any other month in the year even the additional clients we will have in December 2017 – it is a difficult time for everyone and we truly appreciate your patience throughout. Tricia also explained that she walked through your site with you and offered a downgrade to Solo, which we are technically not selling anymore in order to get you down to $55/month. Tricia talked about what you would have access to, what features you would lose and stated you agreed to the downgrade. I see that later you called back and spoke to another team member in Tech Support, stating that we would be downgrading her to Starter at $55 per month, which was not accurate, and at that point Tricia called back to clarify the conversation about Solo. We also showed that going forward, you can download your invoices directly in the product so that this is not an issue in the future. Our understanding at this point is that you’re happy with the current tier and pricing, but feel that you should receive 8-9 months of compensation totaling over $300 in subscription fees, which is equivalent to about 5-6 months of service at the Solo price tier. We instead provided 1 month of credit as a gesture of goodwill for the frustrations experienced. I understand that you did not agree with this, and mentioned that you would be filing a complaint with the Revdex.com to request a higher refund. Our reason for not providing the refund was based on correspondence from Devin outlining the upgrade, the ability to view and download invoices directly in the product for current fees, and use of Pro level product for 9 months. There are many clients who use Pro and do not use SOAP notes, however there are many other features with this level including reports, and client management tools that are useful and can be found online at https://support.mindbodyonline.com/s/article/203886078-Software-Level-Features-a...⇄ Thank you for taking the time to send us your feedback. We’re happy to help you get the most out of your Solo product as well as assist with any other business needs you may have through our educational resources. There are also independent groups of MINDBODY clients such as www.mindbody-one.com that are useful for networking and education, which may help you get more value out of your MINDBODY subscription. Please let us know how we can help you further to achieve your goals and we’ll gladly provide what we can. Warm Regards, [redacted], SVP Client Experience Copies of emails for Revdex.com Review on the upgrade in April 2016: From:[redacted] Sent:Wednesday, April 27, 2016 11:39 AM To:[redacted]@outlook.com Subject:Upgrade to Pro - SOAP notes Hi [redacted]fer, The new features are now available within your site. With this upgrade you also get full reporting capabilities (90+ reports), online store for services AND products, and full inventory management. Here is a link to more information on how to use the SOAP notes for appointments: https://www.mindbodyonline.com/blog/new-features/software-features/new-soap-note...⇄ Feel free to call our Admin line to set up a training to go over all of these new features. · MINDBODY Admin:###-###-#### Kind regards, [redacted] Business Development Specialist MINDBODY, Inc. P: ###-###-#### ________________________________________________________________________________...⇄ From:[redacted] Sent:Wednesday, April 13, 2016 2:13 PM To:[redacted]@outlook.com Subject:SOAP notes Hey [redacted]fer, SOAP Notesallow you to take notes and track progress in a standardized format for every client. Each note must be linked to an appointment, so you can only add SOAP Notes from your appointment schedule. · The full SOAP Notes feature is only available to Pro, Accelerate, and Ultimate subscribers in the US, CA, UK, and AU. Learn more about our software levels by visiting our website. · CAM (Complimentary and Alternative Medicine) features will need to be enabled in your MINDBODY site. · Sites without CAM features will have Progress Notes. · You can view and edit SOAP notes for a client using the SOAP Notes tab in the client's profile. I have attached a few screenshots of the SOAP notes feature and how it is used within your site. If you have any questions or would like to activate this feature, Feel free to save my email address or contact me directly at ###-###-####. Kind regards, [redacted] Business Development Specialist MINDBODY, Inc. P: ###-###-####
Supervisors have regularly been involved in attempting resolution. We will escalate once again to see what we can do to help this client as he's requested in the rejection. I want to reiterate we are very concerned about the health of this relationship given the responses we've experienced over the phone. We understand frustration, but we've also presented a willingness to help, have scheduled training, have 24x7 available technical support with our contact information displayed on both our website and support.mindbodyonline.com We ultimately want to move forward into a productive win-win relationship. If that is not possible, we do recommend cancellation as a route to take. Warm Regards, Annie
Complaint: 11875921
I am rejecting this response because:Hi [redacted],Thanks for taking the time to put that response together. This has been really frustrating for everyone involved, as I'm sure you can tell, and I appreciate your involvement in trying to improve the situation. Obviously I would like to move forward with improving the relationship too – however, I was told I'd be receiving a follow-up call from Devin and to this date have received nothing (email or call) from neither Jen nor Devin. I know it's the holidays and people are away/traveling but after the scope of problems and long-running frustrations with Mindbody customer service, being explicitly told to expect follow-ups and not receive them is maddening. I agree that nitpicking over records of call and supportlogs isn't constructive at this point, and the desired outcome is as follows:- We were told that with a change of ownership comes a free consultation service to make sure our system is set up correctly. We did have an ownership change in August and have asked several times for this service now – we'd like to get this squared away ASAP. There has been a lot of confusion about this, as Devin wasn't sure what we were talking about, and one of your customer service reps told Lauren that we would be eligible for an on-site visit. It seems to be a case of one hand not knowing what the other hand is doing, so we'd appreciate some clarity on whether this is actually a feature we can use or not. - Regarding Blake, he did put me in touch with Reed on the dev team and Reed and I exchanged a few emails. However, having worked with devs before, they really aren't the right people to be handling customer service – Reed was helpful for a short period but we ultimately didn't resolve anything; Reed explained a few things about the technical incompatibilities with the old app and the problems debugging things in the backend. Frankly, this shouldn't be a client's concern – we're not paying you guys to be patient and bear with bugs. - Lack of callbacks – I get your points about trying to reduce wait times on the phone, and I do understand the purpose of a callback system, but to this date we have received no callbacks after requesting them. We are frustrated because we want the callback service to be a reliable tool for my staff, to reduce the amount of time they spend on the phone, and improve workplace efficiency, which has been hampered by the amount of time spent troubleshooting app problems.
Regards,
[redacted]
Complaint: 10929359Thanks for your help Revdex.com. I stated the compensation I wished to receive. mindbody is unwilling to refund my money.
I am rejecting this response because:
There has been no resolution.
[redacted]
Complaint: 11456885
I am rejecting this response because:
Regards,I reject this response from MINDBODY because the initial payment was charged on 4/23/2016 not the 19th of April like MINDBODY stated which I did canceled the 19th of May that qualifies me within the 30 day cancellation period as stated by MINDBODY. The attached documents come from my Wells Fargo monthly statements proving the different charged dates. I deserve a refund of 45.00$ , mindbody dates are not accurate and till the day I'm not able to use my account after beign on hold for over 30 minutes.
J[redacted]
Hello P[redacted], Thank you very much for reaching out to our team.Please see the below timeline of events I was able to identify regarding this matter: February 4th- You connect with our team regarding declined transactions. Our team reaches out to your Merchant Processor to identify lack of...
functionality February 6th- You Live Chat with our team regarding declined transactions. Our team has asked you to connect with Merchant Support as you had chatted in with our Technical Support department. February 6th- Our team attempts to contact you with no luck February 6th- You spoke with our Merchant team and a new credit card swiper is ordered February 9th- A Supervisor reached out to you regarding experience. February 22nd- You notify us that you have received the credit card swiper and it is still not functioning properly. February 27th through March 8th - A[redacted] on our team connected with you regularly for consistent troubleshooting purposes. I do agree that this may seem to be an excessive amount of troubleshooting and time spent identifying the issue however, when there is potentially a faulty credit card swiper there are multiple possible causes and our team does their best to pin point exactly what is happening. I have received confirmation that the original refund request of $120 has been approved and processed as of yesterday March 22nd. Per our Terms of Service all payments are non-refundable however, we have approved this request as a sign of good faith. We typically will see a refund in bank accounts within 7-10 business days. I have previously reached out earlier this week to coordinate a call to discuss the overall experience with our team. This call is scheduled for Monday, March 26th at 2:45 pm PST. I look forward to speaking with you then.Best,[redacted] W.
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID 12248751, and find that this resolution is satisfactory to me.
Regards,
T[redacted]
Complaint: 11829712
I am rejecting this response because:I will only agree that you refund one month AND DO not charge my card on 11/28/201 to have a complete resolution of this matter.
Regards,
M[redacted]
Dear [redacted], Thank you for your feedback. I...
talked with my team to get their perspective as well and we understand that you feel frustrated and due to the upgrade to Pro that took place in April, which you feel was not clearly communicated. I understand that you have an accountant who takes care of all of your invoices for your business, and now that we are in tax season, you realized you were charged $95 for Pro, but thought you were supposed to be at $65 for Grow. In looking at the correspondence, there are two emails from Devin confirming the upgrade to Pro with two months’ compensation. I think this must be where you thought it was a trial as opposed to a reduced rate for 2 months. I’ve included a copy of the correspondence for Revdex.com Review. We also understand that you have frustrations with wait times and Tech Support, and feel disappointed with the service received. Unfortunately, this a common sentiment given the very high wait times. We anticipate wait times settling down to normal around the end of this month and improving throughout March. January receives more calls than any other month in the year even the additional clients we will have in December 2017 – it is a difficult time for everyone and we truly appreciate your patience throughout. Tricia also explained that she walked through your site with you and offered a downgrade to Solo, which we are technically not selling anymore in order to get you down to $55/month. Tricia talked about what you would have access to, what features you would lose and stated you agreed to the downgrade. I see that later you called back and spoke to another team member in Tech Support, stating that we would be downgrading her to Starter at $55 per month, which was not accurate, and at that point Tricia called back to clarify the conversation about Solo. We also showed that going forward, you can download your invoices directly in the product so that this is not an issue in the future. Our understanding at this point is that you’re happy with the current tier and pricing, but feel that you should receive 8-9 months of compensation totaling over $300 in subscription fees, which is equivalent to about 5-6 months of service at the Solo price tier. We instead provided 1 month of credit as a gesture of goodwill for the frustrations experienced. I understand that you did not agree with this, and mentioned that you would be filing a complaint with the Revdex.com to request a higher refund. Our reason for not providing the refund was based on correspondence from Devin outlining the upgrade, the ability to view and download invoices directly in the product for current fees, and use of Pro level product for 9 months. There are many clients who use Pro and do not use SOAP notes, however there are many other features with this level including reports, and client management tools that are useful and can be found online at https://support.mindbodyonline.com/s/article/203886078-Software-Level-Features-a...⇄ Thank you for taking the time to send us your feedback. We’re happy to help you get the most out of your Solo product as well as assist with any other business needs you may have through our educational resources. There are also independent groups of MINDBODY clients such as www.mindbody-one.com that are useful for networking and education, which may help you get more value out of your MINDBODY subscription. Please let us know how we can help you further to achieve your goals and we’ll gladly provide what we can. Warm Regards, [redacted], SVP Client Experience Copies of emails for Revdex.com Review on the upgrade in April 2016: From:[redacted] Sent:Wednesday, April 27, 2016 11:39 AM To:[redacted]@outlook.com Subject:Upgrade to Pro - SOAP notes Hi [redacted]fer, The new features are now available within your site. With this upgrade you also get full reporting capabilities (90+ reports), online store for services AND products, and full inventory management. Here is a link to more information on how to use the SOAP notes for appointments: https://www.mindbodyonline.com/blog/new-features/software-features/new-soap-note...⇄ Feel free to call our Admin line to set up a training to go over all of these new features. · MINDBODY Admin:###-###-#### Kind regards, [redacted] Business Development Specialist MINDBODY, Inc. P: ###-###-#### ________________________________________________________________________________...⇄ From:[redacted] Sent:Wednesday, April 13, 2016 2:13 PM To:[redacted]@outlook.com Subject:SOAP notes Hey [redacted]fer, SOAP Notesallow you to take notes and track progress in a standardized format for every client. Each note must be linked to an appointment, so you can only add SOAP Notes from your appointment schedule. · The full SOAP Notes feature is only available to Pro, Accelerate, and Ultimate subscribers in the US, CA, UK, and AU. Learn more about our software levels by visiting our website. · CAM (Complimentary and Alternative Medicine) features will need to be enabled in your MINDBODY site. · Sites without CAM features will have Progress Notes. · You can view and edit SOAP notes for a client using the SOAP Notes tab in the client's profile. I have attached a few screenshots of the SOAP notes feature and how it is used within your site. If you have any questions or would like to activate this feature, Feel free to save my email address or contact me directly at ###-###-####. Kind regards, [redacted] Business Development Specialist MINDBODY, Inc. P: ###-###-####
Supervisors have regularly been involved in attempting resolution. We will escalate once again to see what we can do to help this client as he's requested in the rejection. I want to reiterate we are very concerned about the health of this relationship given the responses we've experienced over the phone. We understand frustration, but we've also presented a willingness to help, have scheduled training, have 24x7 available technical support with our contact information displayed on both our website and support.mindbodyonline.com We ultimately want to move forward into a productive win-win relationship. If that is not possible, we do recommend cancellation as a route to take. Warm Regards, Annie
Complaint: 11875921
I am rejecting this response because:Hi [redacted],Thanks for taking the time to put that response together. This has been really frustrating for everyone involved, as I'm sure you can tell, and I appreciate your involvement in trying to improve the situation. Obviously I would like to move forward with improving the relationship too – however, I was told I'd be receiving a follow-up call from Devin and to this date have received nothing (email or call) from neither Jen nor Devin. I know it's the holidays and people are away/traveling but after the scope of problems and long-running frustrations with Mindbody customer service, being explicitly told to expect follow-ups and not receive them is maddening. I agree that nitpicking over records of call and supportlogs isn't constructive at this point, and the desired outcome is as follows:- We were told that with a change of ownership comes a free consultation service to make sure our system is set up correctly. We did have an ownership change in August and have asked several times for this service now – we'd like to get this squared away ASAP. There has been a lot of confusion about this, as Devin wasn't sure what we were talking about, and one of your customer service reps told Lauren that we would be eligible for an on-site visit. It seems to be a case of one hand not knowing what the other hand is doing, so we'd appreciate some clarity on whether this is actually a feature we can use or not. - Regarding Blake, he did put me in touch with Reed on the dev team and Reed and I exchanged a few emails. However, having worked with devs before, they really aren't the right people to be handling customer service – Reed was helpful for a short period but we ultimately didn't resolve anything; Reed explained a few things about the technical incompatibilities with the old app and the problems debugging things in the backend. Frankly, this shouldn't be a client's concern – we're not paying you guys to be patient and bear with bugs. - Lack of callbacks – I get your points about trying to reduce wait times on the phone, and I do understand the purpose of a callback system, but to this date we have received no callbacks after requesting them. We are frustrated because we want the callback service to be a reliable tool for my staff, to reduce the amount of time they spend on the phone, and improve workplace efficiency, which has been hampered by the amount of time spent troubleshooting app problems.
Regards,
[redacted]
Complaint: 10929359Thanks for your help Revdex.com. I stated the compensation I wished to receive. mindbody is unwilling to refund my money.
I am rejecting this response because:
There has been no resolution.
[redacted]
Complaint: 11456885
I am rejecting this response because:
Regards,I reject this response from MINDBODY because the initial payment was charged on 4/23/2016 not the 19th of April like MINDBODY stated which I did canceled the 19th of May that qualifies me within the 30 day cancellation period as stated by MINDBODY. The attached documents come from my Wells Fargo monthly statements proving the different charged dates. I deserve a refund of 45.00$ , mindbody dates are not accurate and till the day I'm not able to use my account after beign on hold for over 30 minutes.
J[redacted]