Complaints

This profile includes complaints for MINDBODY Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  MINDBODY Inc.

  651 Tank Farm Rd San Luis Obispo, CA 93401-7062

• 

  MINDBODY Inc.

  4051 Broad St Ste 220 San Luis Obispo, CA 93401-8723

• 

  MINDBODY Inc.

  2811 Airpark Drive, Suite A Santa Maria, CA 93455

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:04/08/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Description of the Issue: On November 13th, 2024, I purchased the MINDBODY booking platform based on assurances provided by sales representative Lauren Solomon. Specifically, Lauren promised me that if my lease did not go through or my business faced closure, I could cancel the subscription prior to launching with no issues. Unfortunately, my lease did indeed fall through, and my business did not proceed. I promptly notified MINDBODY on December 2nd, 2024, to request the cancellation of my subscription. Despite this early notice, payments for $53 and $120 were still charged to my account. After these payments were disputed, Visa contacted MINDBODY regarding the matter, and MINDBODY agreed to reimburse me for these amounts. When I later confirmed the status of my account, MINDBODY informed me that it had been closed due to nonpayment. However, they continue to insist that I owe a cancellation fee, reiterating the contract terms despite the verbal assurances I received at the time of purchase. Furthermore, when I requested documentation of the contract, MINDBODY has only provided invoices but no signed contract or proof of my agreement to the terms. The contract was never presented to me prior to payment, nor was I given an opportunity to formally review or sign it. As a new business owner, I relied on the representative's verbal assurances, which indicated that proof of business closure would be sufficient for cancellation. I provided this proof in good faith but am now facing the burden of a cancellation fee for services I never utilized. Additionally, Visa confirmed there was communication with MINDBODY regarding my reimbursements, yet MINDBODY now denies or fails to acknowledge this.

  Business Response

  Date: 04/10/2025

  Hello J******, 
  
  We are unable to terminate your contract through this portal. 

  Decisions around contracts are reviewed and processed solely by the Client Engagement team at Minbody. 

  Your account history states that the early termination of your contract has been denied. 

  Regards,

  D****

  Customer Answer

  Date: 04/10/2025

  
  
  Complaint: 23172986
  
  I am rejecting this response because:
  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 04/11/2025

  
  
  Complaint: 23172986
  
  I am rejecting this response because:

  I never signed any contract. I only provided a credit card and initiated the process to set up a profile. The claims that I am bound by a contract don't make sense to me. I never used this service. How can I now be responsible for an early cancellation? I never utilized the service or opened my business. I was reassured that if my business didn’t open, or if it closed, the contract would be null and void. How am I still being held accountable?
  Every time I request a copy of the contract (including from Visa), they only send an invoice. How does an invoice constitute acceptance of a contract? I have never seen the actual agreement. This is why I need to file a complaint with the Better Business Bureau (BBB) to seek support and resolution. This situation is unfair.
  I notified them as soon as my lease fell through. The building lessee wasn't paying her landlord, and when I expressed my frustration, she asked me to leave and never come back. Additionally, she took some of the items I had stored there as I was preparing to move in. Clearly, she wasn't a good match for me as a landlord. Sometimes things just fall apart. As a first-time business owner, I explained all of this to MINDBODY. I even told them that I might go back to school and that I was awaiting approval. Despite knowing these details, they assured me that if I did decide to go back to school, I only needed to notify them before launching my business. I made sure to do so before the first billing date.
  How can I still be locked into this contract?
  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/15/2025

  Hello J******, 

  After a thorough review of your account, our Client Engagement team has decided to deny the cancellation request and enforce the contract as per our Terms. The team reviewed contacts during the sales process and determined all questions were answered appropriately and even encouraged you to use the software as Mindbody can service at-home studios. 

  Regards,

  D****

  Customer Answer

  Date: 04/22/2025

  
  I want to clarify that my concerns are not about at-home services themselves. The issue is that the employee that sold me was aware that I was potentially returning to school and reassured me that it would be fine if the business did not open. However, this is an ongoing issue that does not go away. 
  At no point was a contract signed, and thereafter, each time I requested one, I was provided only an invoice. An invoice does not constitute a signed contractual agreement. When I disputed the charges with Visa, they ruled in my favor for this exact reason—an invoice does not replace a formal agreement. As a result, MINDBODY reimbursed me, and the case was overturned in my favor.
  To reiterate, I do not operate a business from home, and I am in classes all day, it is impossible to run a home business. I have never opened an account with MINDBODY, nor have I done so, and canceled via email even before my MINDBODY launch date in as little as two weeks later.  Given this, I simply wish to resolve this matter, close my account, and receive confirmation regarding whether my account is being sent to collections. I would appreciate your confirmation on this.
  Had their employee provided the contract in advance, allowing me to review the terms before signing, this situation could have been avoided. Instead, I was repeatedly reassured over numerous calls that proceeding in this manner would be fine, as MINDBODY had done so in similar cases before. I intentionally asked her for the contract and she said it has that in their, she was very persistent and I repeated my concerns numerous times with her. 
  I would greatly appreciate your prompt response regarding this matter.
  Best regards,
  J******
  

  Complaint: 23172986
  
  I am rejecting this response because:
  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:03/10/2025

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 10th Jan 2025, we signed up for Mindbody Mindbody Accelerate 2.0 Bundle, based on representations that it would be suitable for our business. However, after implementation, we quickly realized that the service does not align with our operational needs and is not functional for our business model. Despite reaching out to the support team to resolve this issue, we were informed that we are required to pay $80 per month for six months, followed by $310 per month for an additional six months, even though we are not using the service. This is unfair and unreasonable, especially since the product does not provide the promised value to our business. Key Issues with MINDBODY’s Service: The service was misrepresented in terms of functionality and suitability. We attempted to work with MINDBODY support, but the solution remains unusable for our business. We escalated this to their management but we have not received any response. They are forcing us to pay for a service that does not work for us without a fair cancellation option is not in line with ethical business practices.

  Business Response

  Date: 03/18/2025

  We are unable to process this request through this portal. 

  The ability to terminate a contract is held by a single team at Mindbody to ensure thorough review and fairness to all customers. 

  I reviewed your account and see that your request to end the contract early was denied by our Client Engagement team, the team that conducts these reviews. The contract will be upheld based on the terms they sent in their email notifying you of this. 

  Regards,

  D****

• Initial Complaint

  Date:03/06/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of Transaction: -2/7/25: Phone call with a sales rep. I was offered a 2-month free trial after expressing hesitation due to using another platform. Before signing, I explicitly asked if I could cancel anytime with 30 days’ notice, and the sales rep clearly confirmed this. At no point was I informed of a 12-month non-cancelable contract, a material omission. -2/26/25: Requested cancellation. -2/27/25: First refusal – Mindbody required a phone call before processing the request. I responded, asserting my right to cancel in writing and pointing out the potential illegality of this barrier. -3/4/25: Second refusal – A different rep claimed I was locked into a 12-month contract with automatic renewal, requiring 30 days' notice before renewal. This was never disclosed verbally when signing. I demanded cancellation, citing misrepresentation, lack of informed consent, unclear contract terms, and high-pressure sales tactics. -3/5/25: Third refusal – Mindbody insisted the subscription remains and stated the case will close in 7 days. -Money Paid to Business: 2-month free trial (2/7/25 - 4/7/25) & USD289/month starting 4/7/25 for 10 months -Mindbody committed to provide marketing and booking service platform -The business did not try to resolve the problem. The sales rep misrepresented cancellation flexibility, making it seem I could cancel anytime. Their refusal to honor the cancellation request and their unfair business practices have caused undue burden.

  Business Response

  Date: 03/06/2025

  Thank you for reaching out to us. 
  
  Mindbody has a specialized contract review team that takes every contract cancellation seriously as each have their own unique situations and concerns. All contract review circumstances are solely held by this team.
  
  I understand that you are disputing the contract due to unclear information being provided around the term agreements. While the decision lies with our contract review team, I went ahead connected with our leadership team who will be in contact within the next 48 hours.
  
  I have no doubt that this was considered when reviewing the request to cancel your contract.
  
  If you have questions about this decision, you can follow up with our team in one of your existing contacts or submit a new ticket for our team using our support form on the website. 
  Regards,

  ***** W

  Customer Answer

  Date: 03/08/2025

  
  
  Complaint: 23026478
  
  I am rejecting this response because:

  Mindbody’s misrepresentation, unclear contract terms, and obstruction of my right to cancel my subscription.

  
  Key Clarifications & Timeline of My Requests:
  -Misrepresentation by Sales Representative
  When I initially spoke with Mindbody’s sales representative, I was led to believe that I was receiving a two-month free trial.
  The sales representative explicitly assured me that I could cancel my subscription at any time as long as I provided at least 30 days’ notice before renewal.
  There was no mention of a non-cancelable 12-month contract at any point during the call.
  -Unclear & Misleading Contract Wording
  The contract does not explicitly state that I am locked into a 12-month agreement without the ability to cancel early.
  The only reference to cancellation states that I must provide “at least 30 days’ notice before renewal.” This wording logically suggests that I can cancel anytime before renewal, provided proper notice is given.
  -Multiple Attempts to Cancel (Obstructive Business Practices)
  2/25/25- I sent an email to payment team requesting cancellation as they reached out to acquire business info to process my account with Mindbody. And I was informed that they do not deal with cancellation process.
  2/26/25- As another department in charge of retention marketing contacted me request for business info, I have requested for cancellation.
  2/26/25 – I submitted my cancellation request via the online system.
  2/27/25 – Mindbody refused my request, stating I had to schedule a call with their Client Engagement Team. This requirement creates an unnecessary barrier to cancellation. They also stated that my request will not be processed until I make the call and discuss about other options.
  2/27/25 – I responded in writing, stating that I am exercising my right to cancel in writing and that requiring a phone call is an unfair restriction.
  3/4/25 – Mindbody again refused my request, claiming I was in a 12-month locked contract, which was never disclosed to me at the time of signing.
  3/5/25 – Third refusal, stating my case would be closed despite my clear evidence of misrepresentation.
  -Mindbody’s Response Fails to Address the Core Issue & failure to provide response within the stated time
  Mindbody's response to the BBB and my complaints has been deliberately vague and fails to acknowledge the clear misrepresentation and misleading sales tactics that led to this dispute.
  Their “Contract Review Team” has not provided a clear explanation for why I am being denied cancellation despite the contract’s vague cancellation clause and verbal assurances from their sales team.
  Formal Requests & Demands:
  I demand immediate cancellation of my contract based on the following:
  (1) Misrepresentation of cancellation terms at the time of sale,
  (2) Lack of a clear 12-month lock-in clause in the contract,
  (3) Intentional obstruction of my right to cancel.
  I request a written explanation from Mindbody on why they are refusing to honor the contract’s ambiguous cancellation terms in favor of their restrictive interpretation.
  If my cancellation is not processed immediately, I will pursue legal action, further consumer protection complaints, and a chargeback dispute with my credit card provider.
  Mindbody indicated through BBB that they would provide a response from their leadership team within 48 hours of the email sent on March 6, 2025. That deadline has now passed, yet no response has been received.
  I strongly request that BBB not close this case as it appears Mindbody is employing delay tactics through vague commitments. This raises serious concerns about their business practices and how they treat their customers.
  I appreciate BBB's continued attention to this matter and look forward to your support in ensuring Mindbody upholds their commitments.
  
  I expect a response within 48 hours. If Mindbody fails to resolve this matter fairly, I will escalate my complaint to media outlets and online consumer advocacy platforms to warn others about these deceptive practices.

  
  Sincerely,
  J***** ***

  
  
  

  
  

  Business Response

  Date: 03/10/2025

  
  
  Thank you for sharing details! Please accept our sincerest apologies for the undesired results that came from this. After review of the account we recognize that we have worked with our contract review team. With that, we cannot over rule the decision that has been made and submitted the request to speak to someone within that already existing ticket for that team.

  Customer Answer

  Date: 03/10/2025

  I appreciate BBB facilitating communication between myself and Mindbody; however, I am deeply concerned that BBB is only forwarding messages rather than taking meaningful action to address Mindbody’s deceptive business practices. Even before escalating the complaints with BBB, I have tried my best to resolve the issue with Mindbody and they never addressed the concerns but repeating i cannot cancel the subscription. I am looking forward BBB's intervention to the case to protect consumers.
  
  Why BBB Must Intervene Directly:
  Mindbody Engaged in Misrepresentation & Deceptive Sales Practices:
  Their sales representative falsely claimed that I could cancel at any time with 30 days' notice.
  They never disclosed that I was locked into a non-cancelable 12-month contract.
  Had this been made clear at the time of signing, I never would have agreed.
  Mindbody’s Contract is Unclear and Misleading:
  The contract only states that I must provide “at least 30 days’ notice before renewal,” which reasonably implies I can cancel before renewal.
  There is no clear statement about a mandatory 12-month lock-in.
  Mindbody is intentionally interpreting this in the strictest possible way to trap consumers.
  Mindbody is Engaging in Obstructive Business Practices to Prevent Cancellation:
  I made multiple attempts to cancel since February 25, 2025, yet Mindbody refused to process my request unless I completed unnecessary steps (such as scheduling calls).
  Despite submitting a cancellation request in writing, they ignored it and continue to enforce their restrictive contract interpretation.
  Their refusal to process my cancellation demonstrates a pattern of unfair and anti-consumer business practices.
  Why BBB’s Current Approach is Inadequate:
  Simply relaying messages between Mindbody and me does not address the deceptive business practices at play.
  Mindbody has not provided any reasonable justification for their actions, nor have they made a good-faith effort to resolve this dispute.
  Mindbody ignored their own commitment to provide response from the leadership team within 48 hours and continues to delay resolution.
  Formal Request for BBB to Take Action:
  I am formally requesting that BBB escalate this matter to a higher level of review and take enforcement action against Mindbody for engaging in deceptive and misleading business practices.
  I would appreciate a clear response from BBB on:
  -What specific actions BBB will take to investigate and hold Mindbody accountable.
  -Whether Mindbody’s rating with BBB will be impacted due to their unethical and deceptive practices.
  -If BBB is willing to intervene beyond just forwarding messages to secure a fair resolution.
  -If BBB is unable or unwilling to take further action, please advise on the formal appeal process for escalating this complaint to a higher level of BBB intervention.
  
  I appreciate BBB’s mission to protect consumers, and I hope to see meaningful action taken in this matter. Please confirm how BBB plans to proceed.
  thank you,
  
  sincerely, 
  J***** *** 

• Initial Complaint

  Date:03/03/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I attached a pdf explaining the details of my complaint and my request to withdraw from the agreement with Mindbody. I tried to add the details here but I exceeded the number of characters. I added it below in a pdf. I do not want to move forward with MindBody. I am asking to withdraw from the agreement due to a lack of information, and due to their deceptive ways to lure me in to the agreement.

  Business Response

  Date: 03/06/2025

  
  
  Thank you for reaching out to us. 
  
  Mindbody has a specialized contract review team that takes every contract cancellation seriously as each have their own unique situations and concerns. All contract review circumstances are solely held by this team.
  
  I understand that you are disputing the contract due to the pressure from our sales team member and lack of information about the software and what it can do for your business. While the decision lies with our contract review team, I went ahead submitted your request to the appropriate team so they can contact you for next steps.
  
  I have no doubt that this situation will be considered when reviewing the request to cancel your contract.
  
  If you have questions about this decision, you can follow up with our team in one of your existing contacts or submit a new ticket for our team using our support form on the website. 
  Regards,

  ***** W

  Customer Answer

  Date: 03/13/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 23009876, and find that this resolution is satisfactory to me.

  Hello, I just received noticed that my case is closed for my lack of response. Today, I received notice that MindBody had decided to honor my request to withdraw my agreement with MindBody. In the next few days I am told I will receive an email regarding any additional steps that may be required to complete the process. Sorry for the delay. 
  
  Regards,
  
  L**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am having issues with the F45 C*** ******* location in Denver, CO. I attended "Drop-In" (One time payment) classes at this location in December, when the owner approached me informing me that I previously paid for a "Trial" Starter Pack in a previous year and never used that, so he activated it for me at no extra cost. After the starter pack ended the gym began billing me at a previously closed debit card for 84.15 BI-Weekly, starting on February 10th, I disputed this transaction because i never entered into an agreement to join their location past the starter pack and it was being billed to a card that was previously closed. Upon disputing the transaction the Franchise owner began berating my phone with offensive messaging, saying that i am being "childish." I informed him that i never entered into an agreement, he informed me that he manually added the 3 month contract to my account, which makes it appear as if i did enter into an agreement. At this point i do not even feel comfortable with this business owner knowing my address and contact information. I fully regret going to this location and i recommend others to find another F45 in town.

  Business Response

  Date: 03/06/2025

  Thank you for sharing your experience with one of our business accounts. Please accept our sincerest apologies for how this has dampened your experience with Mindbody as well. We can see that the agreement between you and this location have been terminated in our system so you should be able to proceed with the steps to file a chargeback with your bank and proceed that route. While I understand we are the software supporting this business, we would not be responsible for transactions between the business and their consumers. 

• Initial Complaint

  Date:02/24/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - Date of the transaction: February 4, 2025 - Amount of money you paid the business: C$210.79 per month (1 year contract, total C$2,529.48) - What the business committed to provide you: I signed up for the MINDBODY Business service with the understanding that I would have access to the MINDBODY Business app as part of the service package. - What the nature of the dispute is: After signing the contract, I specifically asked whether Booker was mandatory to use MINDBODY Business. (Because We only talked about MINDBODY while contract meeting) The sales representative told me that without using Booker, I would not be able to use MINDBODY at all. At that point, I did not realize that Booker was a separate company and assumed it was just a part of the MINDBODY business. Interestingly, a friend of mine also inquired about MINDBODY Business with a different sales representative. This time, the sales representative told them that Booker was not mandatory to use MINDBODY. This inconsistency in the information I received compared to my friend's experience further highlights that the sales process was misleading and unclear, and I feel that I was misinformed. - Whether or not the business has tried to resolve the problem: I have made multiple attempts to reach out to the sales representative who signed me up, but all of my emails, phone calls were ignored. I was contacted by Client Engagement Manager who proposed offering me 3 months free. But she denied my request for a refund and cancel contract despite acknowledging the problem by offering the free months. - If the issue involves advertising, when and where the ad was seen or heard: I applied their site and signed up by phone with a MINDBODY employee. I was promised access to the MINDBODY Business app, but have not received it and am still being asked to pay.

  Business Response

  Date: 02/25/2025

  Hello,

  Thank you for reaching out to us regarding your contract.

  Unfortunately, we are unable to process contract cancellations through this portal. The decision rests with our Client Engagement Team.

  I reviewed your account and noticed that you have declined our offer of three months complimentary service and the option to switch to Mindbody. If you change your mind and would like to try using the software and get listed in the Mindbody network, please respond to the email from Imelda. They are the best point of contact for discussing your contract cancellation further or setting up some time to try to use the software and see its benefits. 

  We appreciate your understanding and patience. Please feel free to reach out to the Client Engagement Team directly for any further assistance.

  Best regards,

  *****

  Customer Answer

  Date: 02/25/2025

  
  
  Complaint: 22978088
  
  I am rejecting this response because: 

  The business has not adequately addressed the issues raised in my complaint. Despite providing evidence and explaining the misrepresentation during the sales process, MINDBODY has failed to resolve the matter by refusing my refund request. The response does not reflect an appropriate resolution to the problem, and the service I was promised was not delivered.
  
  
  Regards,
  
  S**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/26/2025

  Hello S****, 

  We are unable to process contract cancellation request via this portal, as the decision lies solely with our Client Engagement team. 

  A member from the team has reached out to you via the Mindbody support ticketing system. They will be your best point of contact for this request. 

  Thank you,

  *****

  Customer Answer

  Date: 02/26/2025

  
  Complaint: 22978088
  
  I am rejecting this response because:

  The business has not adequately addressed the issues raised in my complaint. Despite providing evidence and explaining the misrepresentation during the sales process, MINDBODY has failed to resolve the matter by refusing my refund request. The response does not reflect an appropriate resolution to the problem, and the service I was promised was not delivered.
  
  
  
  Regards,
  
  S**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 02/27/2025

  Dear BBB,

  Mindbody has stated that "our contracts are strictly enforced", yet they have failed to provide the service promised during the sales process. Despite repeatedly trying to reach their sales team, I have been ignored and no response has been given to my numerous emails, phone calls, and text messages. Furthermore, I was informed that I would not be charged until the set-up was completed, but the payment was processed before the set-up was finished, which directly contradicts what was communicated to me.
  
  The core of my concern lies in the fact that I was misled during the sales process regarding the features and access to the Mindbody Business app, which I have not been granted access to, despite it being promised as part of the service.
  
  I would like to understand why Mindbody is requiring me to adhere to the contract when they have not adhered to the terms of the agreement. Additionally, considering the lack of communication and the misrepresentation of the services provided, I would like to know what steps I can take to ensure that other consumers are not subject to similar treatment.
  
  At this point, I believe that sharing my experience publicly across multiple platforms is the best course of action to warn others about the misleading practices of Mindbody. However, I am seeking your guidance on how to proceed and if there are any formal avenues through which I can seek redress for the issues I have encountered.

  Thank you.

• Initial Complaint

  Date:02/13/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am filing this complaint regarding MINDBODY, a business management software provider, documenting ongoing service issues affecting multiple business customers. Key Issues: 1. Service Degradation - Since August 2024: significant decline in system functionality - Widespread booking system failures - Company-acknowledged bug affecting multiple clients - No resolution after over a month of acknowledged issues - No timeline provided for fix 2. Billing Practices - Full fees charged despite reduced functionality - Price increases during service degradation - No compensation offered for disruptions 3. Customer Service Response - Initial deflection of responsibility - Delayed bug acknowledgment - No meaningful updates or solutions provided - Continuing to onboard new clients despite known issues Business Impact: - Lost revenue from booking failures - Customer dissatisfaction - Increased staff workload - Damage to business reputation - Manual booking systems needed as backup Resolution Sought: 1. Immediate bug resolution 2. Compensation for affected period 3. Service quality guarantees 4. Transparent communication 5. Review of recent price increases 6. Service credits 7. Regular status updates Documentation Available: - System error logs - Customer complaints - Support ticket history - Financial impact statements - Screenshots of failures Multiple businesses experiencing these issues indicate a systematic problem. The company's inability to resolve a known bug while charging premium rates represents a serious concern. We seek BBB's assistance in achieving a fair resolution.

  Business Response

  Date: 02/21/2025

  Thank you for sharing your experience! We are sorry to hear about the poor results that came from this. There are many variables that will affect the timeline for a bug to be resolved, and these variables are constantly changing. For example, it might seem like a quick fix, but then when our development team starts working on it they realize that it will involve much more work than originally anticipated. Also, it's only when the new code has been patched to the live production servers and tested there that we will know for sure that it is corrected. Sometimes the code that was changed doesn't completely resolve the issue, or creates another one, and they may need to start over at this point. After review of the account we recognize that the issue you have been experienced is not yet resolved, so we will be assigning it to a more tenured team member in order to keep you in contact with the pulse of the impact on the bug to ensure we support your business needs and keep you informed on what has been going on. They will be reaching out within the next 48 hours. 

  Customer Answer

  Date: 02/27/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22937474, and find that this resolution is unsatisfactory to me. It has been over 48 hours since it was sent and I haven’t heard anything.  Just like the problem I have been complaining about since August 2024.  They have continued to take money from me without communication.  
  

  MINDBODY do better!
  
  Regards,
  
  L*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:02/05/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Last week, I attempted to sign up with MindBody software. I had the initial meeting with J***** and explained I wanted to switch from my current scheduling software to MindBody because I was interested in working with ClassPass and the two softwares, being owned by the same corporation, had seamless scheduling options. This way, I wouldn't manually have to open and block off times already scheduled with those ClassPass could offer for potential clients. He repeatedly attempted to wrangle me into signing up with their marketing. I explained I didn't need it. He then offered it at a discount. I agreed only because it was appearing that this Zoom meeting wasn't going to end without such an agreement and I was now running late for another meeting, as I also explained to him. I then emailed J***** to let him know I needed to cancel the marketing add on. He then sent the agreement and, afterwards when I saw the charge come through, I realized he did no such thing. I again emailed J***** to say I needed this amended and he told me he could not. Over the next several days, I attempted to contact various numbers and emailed various persons in order to cancel. I was put on hold indefinitely, told "they" would have to get back with me, was spoken to disrespectfully, was told I would need to make an appointment to cancel which I did but the call "dropped." I then was contacted by Zachary via phone/email, even though the phone actually never rang, and when I attempted several times to return the call or email him back, he would not respond. Finally, I was told if I wanted to cancel, I would need to make an appointment. I hold no confidence in attempting to reach anyone further and have explicitly let them know in writing I am canceling my subscription, of which I was not able to use. I haven't been able to access anything and cannot work with MindBody. They will not "approve" my written statement. Yet, I cannot reach anyone otherwise. This is predatory and fraudulent.

  Business Response

  Date: 02/07/2025

  Thank you for reaching out. I apologize for the frustration you've experienced after signing up for your account. We've conducted a review of communications you've had with various team members at our company - including your original Sales rep, J*****, his manager, Zachary, and the Technical Support team. 
  
  Communications reviewed:
  - A recorded conversation where it was noted you specifically asked for the Ultimate package. 
  - Zachary has reached out to you on multiple occasions and attempted to schedule a call with you, but was met with pushback on continuing a conversation.
  - Zachary also stated in an email (dated 2/4) that if you had changed your mind about the package you were currently on, he was happy to discuss downgrade options. 
  - An email received stating "Do not contact me any further" to which we respected. 
  
  A team member from our Customer Success team has now reached out to you to discuss the downgrade and next steps. I recommend connecting with that team member to move forward with any account changes. 

  Customer Answer

  Date: 02/10/2025

  
  
  Complaint: 22901595
  
  I am rejecting this response because: Several attempts have been made to cancel. From the response of the business owner, it is clear they have not taken the time to review my submission. First, you cannot cancel by means of MindBody’s structure. When speaking to anyone, I was told several times that I had to follow a procedure to cancel, to speak to the correct team. Yet, I was told I could not be put in contact with this team, that they would reach out to me. Yet, they do not reach out. Furthermore, in response to MindBody’s reply, I have already stated that I agreed to the “ultimate package” because I was not clear in the contents and, more importantly, I had stated several times – as shown in the video referenced – I did not want a marketing package, just a simple booking package. I repeatedly was curtailed by my request and pushed into compliance with J*****’s suggestions of a marketing package. Being late for a meeting, I decided to agree to whatever at the moment of the phone call because he simply wouldn’t let me go. Also, as already stated here, I immediately emailed J***** to say I did not want a marketing package and asked for a revision, including only the booking capability. Regardless, the bottom line is I cannot cancel, which violates existing consumer protection rights. I have notified repeatedly of my request to cancel – including this BBB complaint also notifying my requirement to cancel. 
  
  Regards,
  
  T***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/18/2025

  Thank you for your response. I am unable to make any account changes via conversations through the Better Business Bureau. I've reviewed your account updates since our last response. I can see that our team had been reaching out daily to discuss the cancellation process, and you have not responded or booked a short meeting. I've passed along your recent response so that the team reaching out is aware of the conversation happening here, however, you will need to respond to their outreach to move forward with cancellation. 

  Customer Answer

  Date: 02/18/2025

  
  
  Complaint: 22901595
  
  I am rejecting this response because: Your response is categorically not true. I have attempted several times to contact MindBody, documenting now 17 individual attempts. I have made appointments with your “teams.” They have all denied my requests to cancel or simply did not follow through on the scheduled meeting. My last attempt then told me there was a three week wait list to schedule a meeting to cancel my membership. Again, I have no confidence in the integrity of this business or of fair practice from MindBody, as they have flagrantly violated consumer protection laws and continue to do so.  
  Regards,
  
  T***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/13/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My biz uses Mindbody software for my day spa. I was seeking to use a credit card swiping device (like Clover) to save merchant fees on clients using Debit Cards by having them enter PIN# or use chip/tap which saves my business alot of money. Debit Cards have been run as Credit Cards at my biz for years costing me $$. Mindbody talked me out of Clover stating all the problems I would have with Mindbody (not 100% compatible). They sold me on their device and their Merchant services stating their device could do all the things I needed (which was mainly allowing PIN#s to be entered for Debit Cards). I have several emails where Mindbody stated that their device DID allow clients to enter their PIN and other emails about entering PIN#'s with this device. The device arrives and after several other technical problems with this device we finally realized clients weren't given option to enter PIN or skip and just use chip or tap. When I informed them it took several calls/emails and weeks before I got a real answer - which was "this device does not ask for PIN# and Debit Cards are run as Credit Card" (I have the email that states this. When I continued to send them all the screenshots where they clearly wrote "THIS DEVICE ALLOWS FOR PIN#'S" they then double back and tell me, yes, it does allow for PIN#'s but only for international purchases. MY BUSINESS IS IN TEXAS and it's a day spa where people come in for services from all around Texas (mainly) and maybe a few other states in the US when they visit out city. I continued to push back and send all the emails where NONE OF THIS WAS STATED and initially refused a full refund but then said they would give me only a portion back (less than 50% of what I paid). I am asking for a full refund.

  Business Response

  Date: 01/17/2025

  I'd like to begin by apologizing for your experience with us as you've navigated this conversion process. We understand that confusion with debit payment functionality and unexpected technical delays have lead to quite a bit of frustration.  Throughout our conversion process, we do our best to be transparent and provide accurate context as it relates to each device experience. As evidenced in your attached documentation, our payments team sent you an email detailing information regarding the WisePOS, highlighting it's ability to allow for PIN entry when needed. While we realize the messaging may be vague, the team member from our Payments department, who assisted you was able to confirm that this was discussed via phone call as well. During the phone call, some additional context was provided regarding when the PIN prompt might occur. The PIN prompt is based on several factors including but not limited to, price of transaction, banking institution, merchant institution, location of transaction, etc. As payment processing technology has progressed into more advanced, EMV-centered solutions, the need to enter a PIN has become obsolete in many scenarios. Please note, this is not a restriction of Booker's functionality, nor the payments device you are using. The diminished use and requirements of entering a PIN for debit transactions has become an industry standard for merchant processing out of lack of necessity, as more secure payments can be accomplished through quicker and simpler means (i.e., tapping or dipping an EVM chip card). In addition, the MB Payments functions as a flat rate processor, meaning your rates remain consistent regardless of card type, as outlined in the email. So although you are not necessarily being charged less for debit transactions, you have the ability to accept all card types, including premium, with rate hike concerns. We intend to leverage your experience and feedback to improve our communications regarding PIN capabilities moving forward.

  I hope this information was helpful and appreciate you surfacing this so we can fine-tune our processes and information. 

  Customer Answer

  Date: 01/22/2025

  
  Complaint: 22804660
  
  I am rejecting this response because:

  The attachment emails that Mindbody submitted for their response are irrelevant and out of context.  To give BBB the full context - I had emailed Amanda asking if we needed to still print receipts for signature (nothing to do with PINS).  Mindbody included these attachments however, they have nothing to do with the PINS.

  Mindbody's device is processing debit cards as credit cards. This was the main reason and initial email request I sent to them (see attachment)

  The attachments I included are of the very first email to Mindbody was utterly clear when we asked if their device accepts PINS for debit cards.  We wrote that we processing debit cards as credits (and paying the higher rate for many years) and wanted to be able to run Debit Cards using PINs to get the lower rate. Our email was sent to Mindbody at 9:30am Sept 13th.  Amanda responded back (email attachment) later that afternoon with the response.... "our device does accept PIN's when needed".

  Per their response, "When needed" meant to me...."when debit cards are being used".  Mindbody gave no other indicators or exclusions or explanations on the device accepting PINs.

  It is only now that I have complained to BBB that Mindbody is giving me detailed explanations on their device and it's capacity (or lack their of) of not accepting PINs.

  Had I been given all of the intel Mindbody is now saying about this device, I would not have purchased it.

  There is no denying how clear we were when we sent the email to Amanda on Sept 13th as to what we were asking for.

  As far as the one and only phone/zoom conversations.... discussions about the PINs never happened during that call/zoom because we had already received our "answer" from Amanda on the Sept 13th email.  Our phone/zoom discuss with Sue Gifford (my bookkeeper) was only discussing the upgraded changes to the software and another issue on accounting with Sue Gifford. 

  Sue Gifford is happy to submit her own BBB complaint stating exactly what the phone conversations was about.  As a matter of fact, I will guess the Mindbody recorded this zoom meeting which is proof of what our conversation was about.  Which was not about the PINs.

  Had I known that the device did not accept PINs and all debits were run as credit cards (as they are now telling me).

  I reject Mindbody's response and continue to ask for a full refund due to their deceptive sales tactic.

  
  
  Regards,
  
  N*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/27/2025

  
  
  
  Thank you for your response. I understand that there are opportunities for our Payments team and Account Conversion team to specifically call out functionality in more clear terms. I've surfaced this with both teams so we can learn from this mis-communication. 
  
  While the information may feel vague, it was not incorrect. The device will ask for PIN entry when or if necessary(typically done so for high value purchases). The PIN functionality is increasingly outdated technology, as you have been informed. This was not part of the information explicitly supplied to you due to the lack of importance PIN entry now carries in terms of merchant processing. This is not specific to Mindbody Payments, or Booker. This is industry standard. 
  
  The conversion process is completed at-will. Customers request to move versions; this was not completed based on outreach on behalf of Mindbody, or a part of a deceptive sales tactic. There is no cost associated with moving versions, nor is there an increase in subscription pricing once you are on the newer version of Booker. 
  
  You'll receive a confirmation email confirming a service credit in the amount of $277.00.

  Customer Answer

  Date: 01/29/2025

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22804660, and find that this resolution is satisfactory to me.
  
  Regards,
  
  N*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I clearly communicated my organization's needs and priorities to the first representative I spoke with and he assured me the software was well-suited. In that very first meeting we were required to sign a contract subscription before we could even see and test-drive the software ourselves. I again communicated our priorities and needs to the second representative I met with, and they again assured me that the software was well-suited and that our account would be active on the marketplace within 48 hours. It was not. After several unhelpful emails from support reps, the account was still not active after three more weeks. By that time we were approaching a third automatic monthly payment. Upon seeing our activated account up and running, numerous issues were found and we discovered the software to be overly-complicated for such a small organization as ourselves and did not meet our most important needs including integration with ClassPass, monthly recurring classes on the schedule, and sliding-scale donation-based options for our classes. The representatives were more interested in getting us into the contract than actually meeting our individual organization's needs. Worst is in conjunction to this, they refuse to approve with the cancellation of the contract subscription even when they've had multiple inadequacies and delays in service on their end, what to speak of the software itself not meeting our needs. That doesn't seem to be relevant to them. It seems they're more interesting in trapping businesses into their contracts to get monthly payment than actually understanding the individual needs. This company is very unethical in it's business practices.