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:11/22/2023

  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.

  We signed up for a software package through mindbody on Oct 24, 2023. We paid 798.00 that day and agreed to pay that amount monthly going forward (See attached invoice). Mindbody provides gym management software for fitness centers like ours. Over the course of two sales calls, I was assured that we would be able to migrate all of our current autopays for gym memberships over to the to their system as part of their onboarding process. I was also not made aware that their cancellation timeline was only 3 days. I was lead to believe that we would be able to cancel up to 30 days out. After a few onboarding calls, I learned that this was a premium feature that would cost us at least another 1999.00 (See attached email). Mindbody has been unwilling to budge so I filed an official cancellation request on Nov 14. It was denied. I was lied to and would like to cancel their service immediately.

  Business Response

  Date: 11/30/2023

  I reviewed your account history and spoke with Emily, from our sales team. She mentioned that she has been working with you on this and offered a discount on the premium implementation. I would suggest following up with Emily, if you have not already, as she will be the best point of contact to assist with transitioning into the new software. 

  As far as the contract cancellation, we have a specialized team that reviews these requests, and we are unable to override their decision. I understand that the setup stage can feel like a massive undertaking, however, the service that Emily is offering will help alleviate a lot of this stress. Also, once setup, you will quickly see the benefits of our software to run, grow, and measure your business. 

  Sincerely,

  D****

   

• Initial Complaint

  Date:11/21/2023

  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 have tried and I've called so many times. I dont scream at people and I've screamed, sworn, cried, begged, nothing helps. From the start, I was lied to by Joe at MindBody who stated that they do group bookings, which they actually did not. That is the entire premise of my business. They cannot book a group of 5 at the same time ensuring that they all have the same time and that no one else books in those time slots. When I brought this up, he had the audacity to call me crazy, stating he never said that. Supposedly, his supervisor reviewed this and apologized, saying Booker would be a better fit. I asked for 3 wks to get out of my MindBody contract and they kept pushing me to Booker, so I gave in because I had a tight timeline to build my business. I got zero onboarding. She was out. Everyone was out my first few weeks. From day one, booker has had glitch after glitch after glitch. Our card reader wouldn't work that we paid for/still doesn't half the time. Our employees couldn't clock in. We couldn't type in credit cards. We cant track retail vs used inventory as a spa. Most of our guests dont get the forms we have setup to fill out. Our group bookings are a mess to checkout and we were actually told "yeah, that's a glitch, maybe we will get it fixed, I dont know" I dont know how to run my cash register and when called in, she read from an article; I need answers, not to be read what I can read myself. I have literally been sent to supervisor after supervisor with no resolution. I booked a contract review appointment that they didnt show up to after I paid my lawyer to be there for it. I am losing money, time, sleep, energy and I'm so stressed, it's wearing on my health and it's costing me clients and employees. This is not okay to be this bad and charge 384.00 per location for this lack of service. All I want is an early cancelation so I can get another system for one location and a refund on the other that I CANNOT use it for. DO WHAT IS RIGHT FOR ONCE!

  Business Response

  Date: 11/27/2023

  When you signed up with Booker, you signed a contract agreeing to one year of service. While I understand that Booker may not fit the needs of your business and you feel you were misinformed n the Sales process, the cancellation request is required to be reviewed by our Contract Review team, as the request is mid-contract and breaking the terms of the agreement. I do see that you are in contact with Imelda and Alex from the Contract Review team. As they are the only ones that can approve the early cancellation, you must schedule time for a quick conversation with them. 

  I have given the recommendation to process the cancellation early, however the final determination will be made by that team, after the scheduled call has taken place. 

  Best,

  M******

  Customer Answer

  Date: 12/02/2023

  
  Complaint: 20898320
  
  I am rejecting this response because:

  This response it absolutely asanine. So, in essence you are allowed up uphold and maintain glitch after glitch, costing me hours and hours and so much energy, so many tears, and so much of my valuable time as a business owner because I signed a contract? Your need to control me as a consumer allows you to override my clients' rights to a smooth checkout process because our card reader didnt work or connect for weeks even after sending in an "elevated" ticket? You're going to say it's okay that you have taken time away from my staff who has entrusted me with their livelihood because I have to keep calling and calling and submitting tickets that go nowhere for BASIC fundamental elements of this system that have not worked since day one and still do not work. Your staff is allowed to say to me "that's a known glitch that has been happening for a while and hopefully they're working on it"? while I pay you over 700.00 a month on a system that doesn't work with staff that cant help? ALL BECAUSE I SIGNED A CONTRACT? So, you are going to bar me and strap me to a contract, one that I've continued to pay, upholding my end of the bargain... but you don't have to uphold any of yours? The part where you're supposed to be a booking system but clients cant book, or the one where you're a payment processing system but my card reader wouldn't work and I couldn't type in cards and I had to find work around just to take payments? Or the one where your system takes group bookings but God forbid they need to pay separately, because after separating them, the system won't let you check either of them out or move them or doo anything but cancel and rebook and spend time looking like an idiot for a spec that is supposed to make it easier for them and it only makes it harder for all? Or how about the part where you're an employee management system but you dont have a conformity for how my staff is paid and we only know that once we are in the system, so now it's takin me 8.5 hours to do payroll? OH or how about the fact that you're supposed to be a timecard system but my own employees couldn't even clock in for weeks. Oh, or my favorite... the fact that my other business is renters, which the sales people knew, but there's no way to protect the client list from each other so we can't protect against information theft so we cant even use it for the second location we have been paying for? But yes, I'm supposed to just lay down and take it while you cost me time, money, energy, staff members, clientele and so many tears while I call and call and beg you all to fix it or to let me go.... all because I signed a contract? What about your contractual obligations? What about the onboarding I was supposed to receive but didnt because your staff member was three weeks behind on calls and then rescheduled our first call, leaving me to figure it out on my own with no procedural checklist? What about the next person who was supposed to do my data transfer who was also out? What about the next person who had to go to the hospital during my merchant account onboarding? The ball was dropped on my whole account before even mentioning that I was transferred to Booker AFTER being lied to by the sales person about MindBody and its capabilities to manage group bookings, which I only found out the truth about from my onboarding specialist who flat out told me that was not possible. This entire process was wrongful and negligent and borderline abusive.... but yes I signed a contract. That's your response? That's all you can come up with to defend the atrocious behavior of every person on every level as I have attempted to navigate a company that doesnt get back to you until you lawyer up and threaten a lawsuit? 

  I am not going to lie down and take this. It is businesses like you that make people leery of all businesses. It is sales people like you who make others leery of selling EVEN when they actually have a good product. You are the problem that the FTC is cracking down on. YOU are the problem and I will not stand for the excuse that I signed a contract without addressing the fact that you have obligations in that contract as well, to which I have hundreds of screenshots and over an hour of videos depicting all of the ways in which you have not lived up to.  I will fight this for as long as it takes because someone has to stand up. Someone has to be the voice for those you have wronged.

  
  Regards,
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 12/07/2023

  Thank you for your response and detailed descriptions of everything that did not go well with your experience. I have received confirmation from our Contract Review team that a call took place on December 6th and they have made the decision to let you out of your contractual agreement. I am sincerely sorry this process has caused you so much trouble. 

  Best,

  M******

  Customer Answer

  Date: 12/13/2023

  
  
  Complaint: 20898320
  
  I am rejecting this response because:

  This took FOUR MONTHS of my time energy and so many calls complaints and tears. And NOW, they want an EXTRA 499 to give me my business info, my intellectual property, the database that I created, which is illegal to withhold. This company just has zero moral fiber. 
  

  I am rejecting this because they’re NOT sorry. They’re only sorry they’ve been called out for what an awful company they are. If they had been sorry, they would have fixed this long ago, and they would give me my data without additional cost and charges considering how much they have already cost me in time and revenue for their shortcomings and glitches. 
  

  I hope this is a  wanting for others and I will never stop making sure every single person knows my experience and has the opportunity to look elsewhere. 

  
  Regards,
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/10/2023

  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.

  In July of 2023 I started a Mindbody account in order to have a platform to share events on. During training to learn how to use the website, I realized the platform was not going to work for my needs. It was also brought to my attention that Mindbody would be charging me not only a monthly fee, but also 20% of payments my customers made to me. This was never discussed with me at all in the discovery call. I immediately requested cancelation. After following up several times over the course of weeks, nobody was getting back to me and they were still charging me monthly. I've made every attempt to reach out through email and phone calls and keep getting the run around. They keep telling me that my contract can't be changed for the first 90 days, although I never signed a contract!! It has now been 4 months and still they will not help me cancel my account. They are charging my business $128 a month now (July-November 2023) and will not respond to my requests to cancel. I have not used the account at all since July when it was opened. I would like help in getting my account canceled and getting my money back if possible.

  Business Response

  Date: 11/17/2023

  I have reviewed the logs for your account and see that your request to cancel the contract has been denied. 

  These contracts are reviewed by a specific team, and we are unable to override their decision. I understand that this is not your ideal outcome for this request. 

  I manage a technical support team of our most tenured support team members and would like to have one of them follow up with you to see if we can optimize the software to fit your needs since we are unable to cancel the contract.

  They can also review new consumer commission structure with you to better understand where this applies, how it works in your favor, and show you how we can remove your listing where these fees are incurred. 

  I highly suggest this option as they have years of understanding with the software and can explain thoroughly how we can make the software work for you. 

  Let me know if you are interested and I will have a team member reach out to you. 

  Sincerely, 

  D****

• Initial Complaint

  Date:11/07/2023

  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’m a very small new business and I ordered this software with the understanding that it was an Electronic Medical Record and after evaluating the software I found that it is not. I paid for it on October4,2023 . A Day after I asked if this software was an EMR and there was no response. I was finally granted access to the account and quickly realized it was not an EMR and asked for the account to be cancelled October 11 and 12 I was emailed that the software tip toes as an EMR and that’s not what I signed up for. I requested a cancellation and a refund because I was lead to believe this was an EMR. I was told that they would refund the first month for the miscommunication but that I signed a 12 month contract and they were not going to cancel it. I would have never signed a 12 month contract with any company my company is only a few months old. I have zero use for this software and they refuse to let me out knowing they mislead me to believe it was what I needed knowing that it was not an EMR. It’s not Hippa Compliant. I did not sign a contract with them and if I did it was done under false pretenses. I was lied to.

  Business Response

  Date: 11/17/2023

  I've reviewed your contact logs around the cancellation and confirmed that the cancellation submission has been denied. 

  From the notes, our team reviewed your situation with leadership and determined that we are unable to cancel the contract as the capabilities of the software were reviewed during two of your previous calls and the specifications of your EMR needs were not brought forth prior to signing the contract. 

  Being that the cancellation was denied twice it highly unlikely that we would be able to cancel your account. I understand that this is not your ideal solution. What we can do moving forward is I can set up a call for you with one of our tenured technical support team members to review what is possible within the software. This way you can make use of the tools within our software and optimize your usage. 

  If you would like to proceed with this option, let me know and I will have someone reach out via our support ticketing system.

  I sincerely apologize that your needs and how that paired with the software's capabilities were not addressed earlier, prior to signing the contract. 

  Sincerely,

  D****

  Customer Answer

  Date: 11/21/2023

  
  
  Complaint: 20834289
  
  I am rejecting this response because:

  MindBody coheresed me into believing that this is an Electronic Medical Record  which it is not. I did ask about it being an EMR and was told that it was. In MindBody ‘s initial emails they admit their error in representing truthfully about their software capabilities but still want to hold me liable to their account. Nope they lied and did not deliver in their promises to give me what my business needs to be compliant with the state of Texas. I can not work with a company that purposely lies and coheres clients into contracts who consistently lack in their software capabilities as an Electronic Medical Record . I have yet to hear the recorded call I had with Mindbody rep or I have yet to see the contract. Either way your software is not what I was told it was and has zero future in establishing my business. 
  Cancel my account.
  Regards,
  
  C**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 11/22/2023

  Thank you for the additional context. I will be forwarding this to our leadership team, and someone will reach out to you to discuss this further. 

  Sincerely, 

  D****

  Customer Answer

  Date: 11/30/2023

  When I asked about their Electronic Medical Record their formal response was that they “tip toe” I don’t need a tip toe software I need a full EMR. 
  they never responded when I initially asked after signing up. There was no demonstration prior to purchasing software. They just need to cancel my account. I don’t have a need for their services they said they offer but don’t . 

• Initial Complaint

  Date:10/16/2023

  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.

  Dear BBB, I am writing to bring a pressing matter to your attention concerning the company Mindbody and the blatant exploitation of small business owners. Mindbody, a company headquartered in California, has demonstrated a complete disregard for the rights of small businesses by circumventing automatic subscription laws, specifically targeting small businesses, They have unjustly renewed contracts without adhering to the legal provisions designed to protect consumers and businesses. Despite California state laws mandating notifications and consent for automatic subscription renewals, Mindbody has willfully neglected these regulations. Moreover, they have refused to cancel my contract, forcing me into a position where legal action was necessary, costing me additional resources that should have been invested in growing my business. In my attempts to communicate my concerns and seek confirmation that my subscription would not renew, I have been met with consistent evasion from Mindbody's customer service team. I have reached out five times over the past three months, and each time, I have been told that billing would get in touch—yet, no communication has been initiated from their end. The lack of accountability is deeply troubling. Not only has my intent to not renew my subscription been disregarded, but my merchant services, too, continued without consent, leading to unjust charges. Mindbody's response has been to place the burden of proof on me, despite possessing clear email correspondence expressing my wishes. As of October 15th, 2023, I have yet to receive confirmation that my subscription will not renew. In fact, I received an email today demanding that I contact billing to prevent an illegal subscription renewal. This action is a blatant violation of California state law, which mandates a notification within 45-days of an automatic renewal of annual subscriptions.

  Business Response

  Date: 10/26/2023

  Hello,

  MINBODY, Inc. (“Mindbody”) confirms receipt of your cancellation request. Your subscription will not renew for another annual term per Mindbody’s Terms of Service.
  
  Kindest regards,

• Initial Complaint

  Date:10/09/2023

  Type:Service or Repair 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 joined this software in late Jan of 2023. I was excited as I was leaving a different software that was not compatible to my business. The onboarding questions and answers were selected around my business which was a FULL CONCIERGE service. I needed the software to be flawless in scheduling, documents and payments online. The software was supposed to allow my clients to schedule, pay and have medical documents sent and submitted back seamless. I joined quicker notes through the software Mindbody to accomplish this process. I was very clear that I did not have a location and that it was imperative that this process would be online. After joining the software and starting the onboarding process I paid 1,500.00 dollars for what they call "white glove onboarding" I worked one on one with a representee of the company for approximately 3months. The visits were once a week setting up the software. AFTER I was just about completed setting up the software I had a call with a merchant processor representee. I was going to start the process of providing what was needed to complete the account. This is in May of 2023 and the girl said to me, "I just want you to know they typically don't approve a business that offers your type of services. REALLY ? its May? I am about ready to open my business and I am hit with this? Why did they not do this sooner? I was unfamiliar with this process and was sure it could be fixed? It was not I was denied. I was also denied going out side and connecting with a different processor! WOW so Mindbody refused me and Mindbody refused any other processor . Onboarding called me and told me they were sorry and offered a month return. Unsure of what to do, I hired a IT coder and tried to get the software's to communicate but nothing worked. JUNE 2023 I open and it was a nightmare- the software would not work b/c of many "workarounds" created and I knew I was not going to be able to keep the software. I was now open for business and was trying my best to work this out. I was stuck. I called and told them I was not using the software and I was open and needed time to get out of the software- but every time I called it was you needed this dept or that department. I was constantly on hold I asked several times for a supervisor and I never got one. I was bounced around and basically left. I WAS REFUSED THE MERCHANT AND THEY EXPECT ME TO PAY FOR IT? They should set in place a protocol where no one goes and gets there business set up and ready to open and then apply for the merchant? New business don't know or understand the process. In June I got some one to lower the bill to the minimum so I could try to find other software while I worked to run my business. It took me an hour to sign up new clients and get my clients situated- JUST AWEFUL and I really felt they should have refunded the " WHITE GLOVE" 1,500.00 dollars- forget all the other money I spent because it is in the thousands but WHITE GLOVE service should know what I needed and didnt thats why i paid it! . I kept calling no luck getting a supervisor. I have to explain my self over and over then I am told they will relay my message. I get an email from somone that says they wont refund b/c the onboarding took place? REALLY ? i never said it did not take place what I said was this company failed me as a client and should refund the cost at least for the special onboarding and moving fwd should ALWAYS find out approval first like my new software Blouvard. It was the VERY FIRST thing they did! I was approved and now am switching. Yet again I have met resistance and now They are having trouble letting me out of a contract that they are not providing the discussed need. COMPLAINT # 04223059. What am I not seeing here? You answer me in an email with a huge issue like this. TERRIBLE BUSINESS ETHIC!!!!! I am disgusted and hope this is heard and dealt with. GO READ ALL MY INFORMATION SOFTWARE COMPANIES OFFERING MERCHANT PROCESSING SHOULD NEVER WORK UP A COMPANY THAT MUCH AND REFUSE THE MERCHANT DAYS PRIOR TO OPENING SOMETHING WRONG HERE!!!!!!!!!!

  Business Response

  Date: 10/13/2023

  Thank you for sharing your experience. Please accept our sincerest apologies for the poor results that came from this.
  
  After reviewing your account, I see that our team has credited your next month service and submitted a full cancellation to our cancellations department for review. 

  You should have received an email on October 10th from Gabriela to setup an appointment to review the cancellation. Please respond to that email and use the link in the email to book some time with Gabriela so she can proceed with processing the request. 

  I will send this feedback to our onboarding team as well as include it in your cancellation request so that team can understand your experience.

  Sincerely,

  *****

  Customer Answer

  Date: 10/16/2023

  
  
  Complaint: 20705679
  
  I am rejecting this response because: I have not received any email. I am not looking for an apology. This company should refund me the 1,500.00 dollars I paid for "White Glove Onboarding" White glove is supposed to understand the software and make the signing on process easier and correct. As I stated earlier I joined in late Jan. Had many complications but fought to set the software up. To find out in MAY the week prior to set opening that your merchant refused my business. I was left to battle on my own to find help to only learn that if Mindbody merchant refuses your business they wont work with ANY other merchant. Its the most ridiculous policy. I had to start my business in this mess and I asked for the money back but I could never get anyone on the phone except a person who would "RELAY" the message. Only to get an email refusing the refund.  Then the onboarding called and refunded me one month- Which did me nothing. It like the business said yes, we see the mistake but sorry we cant help. The refund you see now is a mthly fee For this month of October that I tried to cancel the payment for the month and the man on the phone said he couldn't so would put in for a refund. Davis I did not get any email on the 10th either. 
  
  Regards,
  
  D**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 10/27/2023

  Thank you for your response and getting in touch with Gabriela on our cancellation team. They will be the best point of contact to further discuss this experience and the refund request.

  I have also sent your experience to our onboarding leadership team to further investigate the feedback you provided. 

  Thank you,

  *****

  Customer Answer

  Date: 10/31/2023

  
  
  Complaint: 20705679
  
  I am rejecting this response because: No one from this company is actually taking the time to listen to my complaint. The compliant cascades into several different smaller complaints but they all start with the refusal of the merchant! Why would you allow a client to pay for "WHITE GLOVE ONBOARDING" spend three months setting up the complicated software only for the merchant to refuse the business then the company refuses any other merchant outside the software. Where does this leave a client? I can tell you- LOST very LOST and thrown out like trash! I cannot run a business with software that does not work with the merchant!!!!!! So disappointing. The timeline of events and how the issues cascaded are lost in multiple issues some addressed others not! Again unable to speak with anyone of any title who can assist me. ***** - Gabriele is refusing to meet me yet you said to talk with her??? No communication!
  
  Regards,
  
  D**** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/03/2023

  Type:Product 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.

  Mindbody July, 2023 Mindbody Software Complaint: To whom it may concern, I am writing to formally express my dissatisfaction and concerns regarding the service provided by Mindbody. The initial sales presentation by their representative, N********, portrayed the software as user-friendly and easily integratable. However, upon procuring the product in July 2023, I found that the software was far from the representations made. The difficulties in understanding the software were exacerbated by the condescending and unhelpful responses from the said sales representative. Instead of offering meaningful assistance, N******** suggested that I get a book on "CSM for dummies". This unprofessional behavior further solidifies my belief that the initial portrayal of the product was intentionally misleading. My attempts to address the situation with the company have been continuously thwarted. We have been attempting to contact N******** for the past two weeks, only to be given the runaround each time. Furthermore, our request for cancellation, under case number 04****67, was unjustly denied. Despite our willingness to pay a cancellation fee for a service we found unsatisfactory, our efforts have been ignored. **Desired Resolution:** All I seek is a straightforward solution - the ability to cancel the service. It is my hope that, through this complaint, other potential customers might be spared the same experience and that Mindbody addresses the issues within their sales and customer service departments. Sincerely, C****** ******

  Business Response

  Date: 10/12/2023

  Hello C******,
  
  Thank you for sharing your experience! Please accept our sincerest apologies for the poor results from your experience that came from this. After review of the account we recognize that the issue you have experienced is not yet resolved, so we will be assigning your case to our sales leadership team. They will be reaching out to the provided number within the next 48 hours to follow up on the cancellation process. It is truly never our intention to make our customers feel trapped with our software if it truly will not work for the business, so we appreciate the candor you have provided and will advocate to senior leadership for future considerations.

• Initial Complaint

  Date:09/19/2023

  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.

  Mindbody is not the company they tell you they are. Joey , the customer sales representative lied many times about the services they offer, how easy the integration is with any software/website, they also lied about onboarding calls that are super helpful for your business. The onboarding calls are with people from the Philippines who cant resolve any issues , nor do they know themselves how do integrate their own software. Good luck scheduling an onboarding call too , due to only having representatives to help you from the Philippines , these onboarding calls were only available from 9pm-12an during the WEEK. Emily , the Manager is a disgrace to businesses trying to get started. I had to pay for services I cant even use and they “denied” my request to cancel their subscription. Mindbody is the absolute worst thing for your business you can do , it is literally putting me out of business . I would never recommend doing business with these people . They dont care about the well-being of your business . They make false promises and dont let you out of your subscription.

  Business Response

  Date: 09/19/2023

  Hello R***,

  Thank you for reaching out and being candid with your feedback. We are so sorry to hear you experience with us has been so poor and that you have not been able to get your software setup and integrated the way you were promised. I have reached out to our leadership team to have them give you a call and see if we have an opportunity to make things right. Thank you again for sharing your experience and we hope we can make things right to help you get your business started. 

  Thank you!

  Customer Answer

  Date: 09/19/2023

  
  
  Complaint: 20622718
  
  I am rejecting this response because my business is going out of business this month due to Mindbody . They lied to me so many times , created hardships for my business , didnt help me during the onboarding calls and the Representatives lie straight to you about their services. Cancel my subscription now . 
  
  Regards,
  
  R*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 09/21/2023

  Hello,

  Our team has reached out to fulfil your cancellation request. Thank you for bringing this matter to our attention and we wish you the best of luck in the future.

  Customer Answer

  Date: 09/22/2023

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 20622718, and find that cancellation has finally been processed

  
  Regards,
  
  R*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/01/2023

  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.

  I originally signed up for Mindbody in August 2022, and was informed that Mindbody had moved to a yearly contract, which I was okay with as I was familiar with the software and generally happy with my previous experiences using it. Fast forward one year to today, I have customers unable to login, make purchases and book classes for various reasons, including their IP addresses being blocked. Additionally, my customers have been prompted to make new accounts in which they become eligible for introductory purchases, which also costs my business money. I checked my records to ensure my year had been completed and I reached out to cancel. I was informed that my contract had automatically renewed, which I had no record of. I searched my inbox, spam, trash and junk mail and did not see any notification of renewal. I have asked Mindbody to provide proof that this email was sent, to which it has yet to be provided. Furthermore, extending a contract in this manner should require some sort of approval, especially if there is no option to cancel once it automatically renews. The entire situation seems very scammy to me, and I cannot ever get a representative to return my calls about software errors. At this point, I don’t want to think about how much money we have lost due to a faulty product but I will continue to pursue ending our business relationship with them.

  Business Response

  Date: 09/08/2023

  Hello A***, 

  Thank you for reaching out and sharing your experience with us. I apologize you have not been able to get the help you need. I have given your information to one of our Advanced Technical Support Managers, and a team member will be calling you today. If for some reason we miss you will try a couple times before emailing to setup a callback time. I'm hopeful we will be able to come to a resolution on this quickly.

  Thank you again for sharing your feedback!

  Customer Answer

  Date: 09/11/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20551630, and find that this resolution is satisfactory to me.
  
  Regards,
  
  A*** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/05/2023

  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.

  04/10 I contacted Mindbody to inquire about their services. I explained my after school sports program and I advised what I needed from them. The sales agent B****** said that mind body can provide the services I need. I asked NUMEROUS times if I would get assistance in setting up my platform with them. I was assured I would. I was told the subscription would be $279 a month. I asked for the first two months to be waived so I can have time to set the site up and get familiar with it. I was told I would have assistance setting up my site once a week through their "onboarding" program. Because I was getting assistance I agreed to the terms. Since then i have been given incorrect information how to set things up, three different agents told me three different ways to set up auto pay and none of them work. Mind body cant do certain things i need like cancel several auto pays at once, send registration forms before paying, they cant even come up with a realistic workaround, To shorten this long story. I’m two months in NO one has been able to help me and I’m no further in getting my site with mindbody set up than the first day. I have spoken with numerous onboarding agent, level 2 agents and no one can help me. Some have even agreed that mindbody cannot offer what I need. When I go back to the sales agent B****** he continues to say they found a resolution and they do not have one! They were not able to fulfill their end of the agreement and now they wont let me out of the subscription. Its been two months and I have got no where.

  Business Response

  Date: 06/21/2023

  
  
  Thank you for sharing your experience! We are sorry to hear about the poor results that came from this. Our software has a history of truly being helpful for the sports industry in purchasing and booking programs before, so it was surprising to see that we missed some features that would be really helpful for the business functionality. We appreciate your candor and for giving us the opportunity to work with you on a win/win resolution. After review of the account we recognize that the cancellation has been processed so you should be all set from here. We will continue to innovate our software features to better support customers like you in the near future thanks to your added context on what did not work, so thank you! 

  Cheers!