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:12/06/2024

  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.

  This is a complaint is the company's difficult cancellation procedures. It is very difficult to reach customer service and each person shares different procedures for cancelling. I was told by several customer service operators that I needed to do a host of things from completing a questionnaire, having an account review in the next 48-72 business hours, needing to schedule a call with a account manager (not available for three weeks), and then when I over came all that, they said a contract that expires in 60 days is actually expiring in 2026 despite the very contract that they gave NOT saying that and was in fact from 2020. No one is available by phone and no one will provide me with a supervisors contact information. They then increased my subscription price and still will not allow me to cancel.

  Business Response

  Date: 12/06/2024

  Thank you for sharing your experience! We are sorry to hear the process has been a frustrating experience and appreciate your candor. It allows us to revisit the process and take consideration for changes we make to improve your experience in the future.

  After review of the account we recognize that we are working with our contract review team dedicated to reviewing these requests seriously and you are in contact with leadership there. With that, we cannot over rule the decision that has been made and ask that if you have questions about this decision, you can follow up with our team in your existing contacts or submit a new ticket for our team using our support form on the website. 

   

  Thank you

   

  Customer Answer

  Date: 12/09/2024

  
  
  Complaint: 22647838
  
  I am rejecting this response because: The Leadership has informed me that they will not close my account until I show Articles of Dissolution amongst other items to "prove" that the business is closing. However, both my account manager and her supervisor have failed to answer my followup questions regarding how long the process will take to cancel my account following their receipt of this information. The "contract" I signed was in 2020 and I'm disgusted that a long time customer such as myself receives such poor communication. It is especially frustrating that the inflexibility of your company to allow people to close their accounts outside a very small window every 24 months, in my case, is amplified when my account manager and supervisor are making public congratulatory statements of how they're getting in profit margin bonus clubs in their linkedIn profiles online. I wonder if these bonuses are achieved by holding people and businesses to disingenuous and deceptive cancelations policies verse the actual support and growth of true business. I am also filing a complaint with the Federal Trade Commission over contract fraud. 
  
  Regards,
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 12/09/2024

  , 

  While we recognize the frustration with the process, please understand these steps are necessary if we are going to have any consideration for termination with our contract agreement. It is difficult to outline an ETA for these circumstances because the considerations are reviewed on a case-by-case basis. I was also informed that you have a callback appointment scheduled for next week to have a phone conversation surrounding these terms. Your appointment is with the right person to collect this feedback should you have any additional considerations in the timeline with the whole experience. We are always happy to collect further feedback to better these experiences for our customers! 

  Thank you! 

• Initial Complaint

  Date:11/22/2024

  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 signed up for your services based on a recommendation from ClassPass to help resolve issues syncing our calendar with their platform. However, my experience has been frustrating from the start. The team pressured me into signing up before resolving these issues, but after payment, I still haven’t been able to set up my account. Despite multiple attempts to contact Elly, the person assigned to assist me, I have received no response to my emails or follow-ups. This lack of support is unacceptable, and I no longer have confidence in your service. I am requesting a full refund as I have not received the assistance or functionality promised. Please address this matter urgently.

  Business Response

  Date: 11/22/2024

  Hello J****, 

  We are unable to process your cancellation request via the BBB Complaint portal as there is a specialized at Mindbody that reviews and makes decisions on contract cancellation requests. 

  I see you have a new case that is assigned to our Client Engagement team. They will be reviewing your request and following up with you once their review is complete or if they have more questions. 

  Regards,
  
  D****
  

• Initial Complaint

  Date:11/14/2024

  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 was told that this was trial period as I already had another service I was paying for, have I known this was a 12-month contract there would be no way I would’ve signed up for mindbody. This company is very misleading and unethical with the information that was provided to me and how I was coerced into doing something that I was not entirely comfortable doing. There was not mention of a contract whatsoever. Now as I’m trying to cancel there not allowing me too even though I have not used it at all and was not provided with correct information. This has caused me so much stress and I can’t even sleep. This company did a classic bait and switch and now I have to suffer because of their unethical practices. I just want my account canceled and my information deletion. This is wrong on so many levels.

  Customer Answer

  Date: 11/22/2024

  Spoke to an escalation manager Monday and was told they would go over the recording in order to confirm that I was not told about a contract. He said it would be resolved by Tuesday morning. It is now Friday and I have not received any update at all and have not been responded to after sending a follow up email.

  Business Response

  Date: 11/22/2024

  Hello Robin, 

  We are unable to make a decision on your contract cancellation request via this portal as the review, and decision, is solely held with our Client Engagement team. 

  I see you have an open case with the Client Engagement team and the latest update is that your request is being reviewed by their management team. They will be following up with you with their decision and findings soon. If not today, then early next week.

  Regards,

  D****

• Initial Complaint

  Date:10/31/2024

  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 have contacted mind-body via application, website, and customer service phone number. I have not been able to confirm deletion of my account and data. It seems that this is set up deliberately has all three options have not been successful.

  Business Response

  Date: 11/01/2024

  Thank you for sharing your experience with us! After further investigation, I can confirm that your request has been submitted properly. Please allow up to 7 business days for Mindbody to complete this request.

  Thank you! 

• Initial Complaint

  Date:10/01/2024

  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.

  Was not told I was entering into a 12 month contract. Did not sign a contract. Their service is not compatible with my business. (Found out after only 7days) Customer service was not helpful at all. Being sent around in circles. Onboarding specialists also said the platform will not work for my business.

  Business Response

  Date: 10/01/2024

  
  
  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 not being told it was a 12-month agreement during our sales process and the software does not seem to work well with your daily operations. While the decision lies with our contract review team, I went ahead and let the team know that you are still needing assistance with your contract review. I have asked they connect with you as soon as possible! 
  
  If you have questions 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. 
  

  Thank you 

  
  

• Initial Complaint

  Date:09/24/2024

  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.

  I wanted to use MindBody as a platform for clients to book virtual and in-person classes. During the onboarding process, the specialist assisted me in setting up all of my classes and never told me MindBody does not support virtual classes. We launched my business on the MindBody platform and none of my virtual classes showed appeared on the application. I reached out to find out why and that's when I was informed that MindBody doesn't support a virtual platform. You think they would tell you this in advance, right? Well the specialist that setup my business did not know this either. I reached out to cancel my contract because 1) I was never informed that I couldn't use the application for virtual classes 2) My onboarding specialist did not know this information and 3) 100% of my business is now online. Like most business, Mindbody will not let me out of my contract even though this is clearly their fault. 

  Business Response

  Date: 09/24/2024

  Thank you for reaching out to our team.

  I would like to arrange for a member of the Mindbody support team to connect with you to discuss the situation and clarify what is and is not possible.

  While Mindbody can serve as a virtual wellness platform, recent changes to Apple’s and Google’s store policies have necessitated the removal of virtual services and offerings from our apps to avoid the 30% transaction fee imposed by these platforms.
  

  This article provides an overview of the situation:
  

  Apple and Google Play In-app Purchases (IAP) FAQs
  

  Despite this, there are still alternative ways for your customers to book virtual classes. You can continue to be listed in the Mindbody app and direct your customers and prospects to book through other channels.
  

  If you're open to it, I will have someone reach out to setup a time to connect at your earliest convenience. 

  Thank you,

  D****

   

  Customer Answer

  Date: 09/25/2024

  
  
  Complaint: 22327930
  
  I am rejecting this response because we discussed alternative options during my meeting with the client engagement team and those options will not work for my business. 
  
  Regards,
  
  N**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Customer Answer

  Date: 09/25/2024

  Informed pertaining to virtual classes should have been provided prior to signing the contract, so I could make an informed decision for my business.

  Business Response

  Date: 09/25/2024

  I understand if you would like to decline the opportunity to speak with a tenured team member to go over how the software can still work for you. 

  We are not able to process contract cancellation through this portal as there is a specialized team that investigates and determines the outcome of all contract cancellation requests. 

  Feel free to reach out directly to the Mindbody support team if you reconsider getting more information on how the software can work, even with the App/Play Store policies. 

  Thank you,

  D****

• Initial Complaint

  Date:09/03/2024

  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.

  My company shut down in January 2024- I tried to cancel my subscription with Mindbody- they told me my contract was up in March 2024 and could not cancel in January and that it would end in March- Then in March 2024 they renewed it for another year and I tried repeatedly to cancel the service and they said there was nothing they could do- I have since tried to dispute charges to my credit card as you cannot delete the card online- They are sending me threatening letters- I have not used the service since December 2023 and just want the whole thing cancelled and they have already taken 6 months of payments from me in 2024.

  Business Response

  Date: 09/04/2024

  We have a dedicated team that exclusively handles contract cancellation reviews and is the only authority to approve or deny such requests.

  I have escalated your request to the manager of our Client Engagement Team, who will be in touch with you shortly to discuss this matter outside of the BBB portal.

  Thank you,

  D****

• Initial Complaint

  Date:08/27/2024

  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.

  I use a service for my business. I was told I could downgrade at any time. I have tried to downgrade for 2 months and no one will respond to me. They keep saying it’s another department who needs to take care of it. I was lied to.

  Business Response

  Date: 09/03/2024

  
  
  Thank you for sharing your experience! We are sorry to hear about the poor results that came from this. 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 to ensure we resolve what has been going on. They will be reaching out within the next 48 hours.

• Initial Complaint

  Date:07/16/2024

  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.

  This transaction was made around 12:30pm July 4th, 2024. After speaking with a sales consultant for over 2 weeks about a new software I was interested in I signed a contract with MindBody/Booker to provide me with software services for booking, scheduling, and payments for my business. I paid $139.99 and once receiving my confirmation I tried logging onto my new website to set up the features. I was unable to log in and placed a call to their support team that informed me without a desktop I would have compatibility problems. I was never informed I needed to use a desktop for business. I have always used my IPhone and that was all I had to use. I did tell my sales person this and was assured it was not a problem. He had to manually log in and reset the site for me to log in. Monday July 8th, 2024 a new person emailed me to set up my payment system. I was unable to set it up and I had informed her through email it would not allow me to log in. Again I was told it was due to compatibility problems and I needed a desktop. I asked to cancel my contract due to no services being rendered, I could not use their system as promised, and per my state law I had 3 business days to cancel without legal penalty. I was told I was not able to cancel and they would not allow me to do so early. Need section 9.2 of my contract it states I have 30 days from signing my contract to cancel if functionality is not to standard. Because I am unable to log in and have been told I will have problems it does not function as promised. After bringing this to their attention they have still denied me cancellation. Monday July 8th, 2024, I disputed the charge with my bank and received my money back. I am looking to be released from this contract i***diately and for them to be held responsible for being in violation of this contract by not allowing me to cancel.

  Business Response

  Date: 07/16/2024

  Hello E***,
  
  Thank you for sharing your experience! 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 and were provided a copy of the contract terms, as well. With that, we cannot over rule the decision that has been made and have requested to have the team contact you within 48 hours. 

  Customer Answer

  Date: 07/16/2024

  
  
  Complaint: 21993902
  
  I am rejecting this response because:
  I requested a contract termination after less than 2 full business days.  I have not received a single reason why you feel I cannot cancel other than “it’s out of equality and fairness to all customers” Per Virginia state law regarding contracts I have 3 full business days to cancel a contract.  As well as the section of the contract (9.2) states I can cancel within 30 days for functionality problems.  No services were rendered to me because I cannot access any of your software.  That is a functionality problem.  Your team emailing me was not helpful and repetitive, not understanding or looking into my contact.  This company is in violation of my rights for termination as I am unable to use any of your systems as well as my state laws this company wants to ignore.  I have not been provided any factual reason from my contract that makes my claims void.  The system is unusable in my end, what am I paying for, MindBody has not given me any service due to their systems not being compatible with the technology I use for business. 

  Regards,
  
  E*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 07/17/2024

  Also a small snippet from The laws in Virginia, their contract did not have all the required information listed in their contract with me.  That it was to make note, of at least 10 point bold type, of the cancellation rights in i***diate proximity to my signature. This was not included in their so called “binding contract” 

• Initial Complaint

  Date:06/11/2024

  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.

  I submitted a cancellation request for our business on May 23, 2024. Its now June 11, 2024 (three weeks later) and I have been passed to two representatives (A***** ******** & L***) with no response, no phone call, no email responses after I provided detailed availability to take a call, as requested. I've called Mindobdy every day and spoke to four different reps who ensured they would call me back once they heard from a person in the "Client Engagement Team." My case flagged as 'urgent' and 'time sensitive'. No call backs. No follow up to my emails to each of the representatives. On May 23 I simply asked for a cancellation before my next quarterly billing date (July 12) and to order the data transfer. Similar to the previous complaint, I cannot schedule a date online to speak with someone as the date options are too far away (end of June.) I submitted this request three weeks ago and required the data transfer no later than today (June 11.) To say I'm furious is an understatement. As a customer for nearly 15 years over two businesses I would now never recommend Mindbody as a service to another. Their malpractice and poor customer service over the past year is in part why we are cancelling. They surely have no opportunity to win back our faith with this frustrating cancellation process. Additionally, we considered adding ClassPass to our software recently but explained to the ClassPass rep that I could't move forward with a company which is a subsidiary to Mindbody based on their recent practices and the trouble we've had terminating the service. This is no way to treat a customer who advocated and stuck with your business for a decade and a half.

  Business Response

  Date: 06/25/2024

  
  
  Thank you for sharing your experience! Please accept our sincerest apologies for the undesired results that came from this. After review of the account we recognize that we have completed the work with our contract review team and started the data extraction process. We have sent the feedback about the lengthy timeline to the leadership of that team and will work to improve this process for our customers in the near future.