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:05/24/2023

  Type:Delivery 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.

  We decided to work with Mindbody to purchase a heart rate monitor system within our 6 fitness entities back in Janaury of 2023. We were told by the sales represenative, David Volle, that it would take 6-8 weeks to deliver our branded heart rate monitors at most. We decided this was an acceptable timeline so we could have the monitors in place by April 1st 2023. We are now almost at June first and we still do not have these monitors delivered. We have spent nearly $25,000 between all six locations on the product itself and everything needed to actually set up the system with each location. David admitted there was an internal error on the logistics team over a month ago which caused the delay. In an email from April 27, 2023, he advised " Our logistics team has already submitted a rush on the order to our vendor but believes we may still be about 3-4 weeks out from the order being delivered. He does not have an exact delivery date currently, but I will continue to follow up about when that exact date may be." On May 12, we asked for an update to which the response was "Let me check with our logisitics team". I followed up again this week and got the same answer that David needs to wait to hear from the logisitcs team but now he's estimating the delay to be even longer. We do not anticipate we can even go live for June 1st. On top of our investment in this product, Mindbody has been charging up $179.99 per location per month for a product we do not even have in our possession. Which collectively is an extra $1,000 a month. We had to request a refund for the month of April and we received push back to even get those funds. We now need May credited back to us as well since we still have no hard ETA for these monitors. Morever we asked David to put us in touch with management several times and he has refused. 

  Business Response

  Date: 07/10/2023

  
  
  Thank you for sharing your experience! Please accept our sincerest apologies for the poor results that came from this. After review of the account we recognize that the concern with the order has been resolved and a credit was applied to all of the locations for 2 months of the impact because of the delay. Due to this, we recognize that our process has potential for human-error and after further investigation we have began looking into ways to prevent this from happening again in the future. It is truly never our intention to make our customers feel lost along the journey for purchasing hardware, so we appreciate the candor you have provided and will advocate to senior leadership for future considerations. 

  Customer Answer

  Date: 07/11/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20098497, and find that this resolution is satisfactory to me.
  
  Regards,
  
  J**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/15/2023

  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.

  BIGGEST SCAM!!! MindBody deceptive practices trap me into yearly subscription without eligibility to cancel during 12 months period. In my response to a misleading add which doesn't mentioned or specified that prices are part of a yearly plan. During our zoom call with B**** , I explained I am starting my business and looking for ways to grow and integrate two businesses. He assured me that MindBody is perfect for my needs. He never mentioned during our zoom meeting or in his follow up email about one year commitment. I would not buy if I was informed or if it was even once mentioned that it was a yearly subscription. I didn’t expect any additional terms and conditions that were not discussed with my sales rep and was rushed and pressured to sign. I assume it was done on purpose to trap me into a year contract without me realizing it until it was too late Fast forward, Business needs to close down because of issues with our city. We asked to cancel. We have no extra funds to pay them at all being that so much has been invested and is now a waste. Mind body does not care at all!!! I have been bamboozled

  Business Response

  Date: 05/31/2023

  Thank you for reaching out. After further review of the account, we see that our contract review team has worked with you on a solution going forward. We truly appreciate the feedback surrounding the knowledge about the contract terms and have also forwarded the order form agreement that mentioned the terms being fulfilled for 1 year with a generous discount to get you started. If we can communicate this more clearly, we would be happy to accommodate better practices to prevent confusion. However, I did see there was an ask for the documentation supporting the close of the business due to the issues related to the city and this was not able to be provided. Please understand we do not make these decisions lightly or without consideration and want to be sure that we are taking every circumstance and scenario as humanely as possible. Without further documentation supporting the happenings around why your business is being forced to close, the request of us to early terminate your contract agreement was denied. If there are any other supporting documents please send it to the most recent email sent today and we would be happy to investigate further. Our contract review team has completed the downgrade to our basic level package as of today and we want to ensure all the best parts of the software are being utilized to support the business during a trying time. Thank you

  Customer Answer

  Date: 05/31/2023

  
  
  I am rejecting this response because:

  I did not come to an agreement with mind body. I asked can you guys alter the contract until I get a settle this claim. 
  The city doesn’t provide an explanation as to why. 
  This is solely on the business. 
  I think it’s ludicrous to keep us binded in a contract for a system we don’t and no longer can use. 
  

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

  
  

  Business Response

  Date: 06/01/2023

   

  Thank you for your response, please understand that without any kind of written
  documentation supporting the forced closure of the business this would not be a
  reasonable request to consider an early termination to the contract agreement.
  However, we did help alter the contract to our lowest price package in the
  meantime despite the agreement being on the higher package that was originally
  agreed upon. I understand this is not the most ideal desired outcome, but we
  would be happy to connect you with a personal representative to assist with
  utilizing our features for the state of the business today even though the
  building may not be accessible. Perhaps we can explore alternatives? We do have
  a mobile app that can be used for consumers booking and transactions and a
  separate app that can be used to run the business as well. Please let us know
  if you would like to take advantage of this additional offer to assist.

• Initial Complaint

  Date:04/25/2023

  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.

  For the past two months, I have been a member at F45 in Downtown Los Angeles. They use Mindbody to develop their app. I am unable to create an account via the app because Mindbody has flagged my email for no apparent reason ([email protected]). They refuse to unflag it saying it's not possible. I use this email for hundreds of business and banking transactions so there is no reason why Mindbody should have flagged it. I want this issue escalated to their office of the president since there is no valid reason my email should've been flagged in the first place and because of that, I cannot use the F45 app.

  Business Response

  Date: 05/05/2023

  Thank you for taking the time to contact us. I'm sorry to hear you're having such a hard time creating an account on the F45 app. I do see you were able to connect with M*** on May 3rd, 2023 regarding this is not an issue with your email but instead a bug. I will make sure M*** is aware of your submission to BBB and that you continue to be supported though the case 03998533.

  Thank you!

• Initial Complaint

  Date:03/01/2023

  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.

  Creative Learning Studios, LLC ceased doing business in January 2022. We held a subscription with Mindbody for our client billing. Though we have notified this company SEVEN TIMES that we were no longer in business and they STILL continue to charge $137.50 for fourteen months. Every time I call, someone processes the cancellation and they charge me again. I am not getting anywhere with this organization.

  Business Response

  Date: 03/07/2023

  I'm sorry to hear about the frustrating experience you've had with Mindbody. I have reviewed your account and can confirm your cancellation request that you made on March 1st of 2023 has been processed. Upon review of your account I can also see we attempted to contact you at [email protected] on August 19th, 2022 regarding inactivity of your Merchant account, to which we received no response. Prior to that I do not see any contact made by you or Mindbody on your account going back to 10/12/2020.

  If you would like me to look into this further I would need to know the dates you contacted us and from which email or phone number. If you have any records of those contacts made, that would be helpful as well. If there is no need to continue the search we with you the best in the future. 

  Thank you,

• Initial Complaint

  Date:02/27/2023

  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.

  My sales agent was sarcastic and uninformative but continued saying I will learn more once I signed up so I did. They then would not let me cancel within 12 hours of purchasing as the software would not work for my business. The sales agent would not let me cancel and replied in a rude manner. A business should not be able to force a year of payments when it is it not a fit and I reached out before the payment even processed.

  Business Response

  Date: 02/28/2023

  
  Thank you for sharing your experience! Please accept our sincerest apologies for the poor results 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 within the next 48 hours to follow up on the cancellation process. It is truly never our intention to make our customers feel pressured into purchasing our software when they are not ready, so we appreciate the candor you have provided and will advocate to senior leadership for future considerations.

• Initial Complaint

  Date:01/20/2023

  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 signed up for Mindbody on January 9th while in the process of opening my small yoga studio. There immediately several issues with the account - including the sales rep giving me the wrong business name and the invoice having a random address of a yoga studio 3,000 miles away. Unfortunately these issues are no longer important as the new business is not opening as was originally anticipated. I called Mindbody on January 16th (just 5 business days after opening the account) to request full cancellation. I was told it had to be elevated and no supervisors were available so an email would be sent. A standard form email was sent to me. I called back on January 18th to follow up and was again told it needed elevated and no supervisors were working that day but they would call me back the next day (the 19th). Today, January 20th, I called back because I did not receive a phone call. I was told the case is with a different department, that department doesn't have a phone number, and I would only be receiving an email from them - no phone call. The task assigned to that group was cancellation of an account less than 90 days old. I was told there was no anticipated timeline for hearing back and I just needed to wait. I have now been waiting for cancellation longer than I was using the software. The original Case ID from January 16th is 039-082-05 which was linked to Case ID 039-128-01 when I called back on January 18th. I'm requesting immediate cancellation of the account so I can move on with my life.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We understand given the circumstances that waiting for approval on a contract cancellation can be frustrating. We have reviewed your account and your request to break your contract and cancel your service with Mindbody was approved. Your service cancellation was processed on January 26th. A confirmation email was sent on that same date, with the details of that request, to the email we have on file. Please refer to that email with the subject, Confirmation: Your requested services will be canceled 03909755 and you're welcome to respond there if you have any questions.

  We wish you well with the grand opening of your new business. 

  Thank you,

• Initial Complaint

  Date:01/05/2023

  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.

  Scheduling Software I have been using since 2009 made price increases and a change that has led to continued bugs that have become too frustrating and time consuming to deal with. I have been trying to give my notice with some push back. As I see here on the BBB website, there are 5 pages of exact same complaints against MindBody Online. Not surprised. They are inferring that I have a signed 12 month term subscription with them, and I do not. I would not have signed a termed agreement. In researching their claim, I did find an email dated June 11, 2020 from a M. Hair to open a docusign. I didn't open the email and never signed an agreement. Especially in June of 2020 when my physical business was in its' 3rd of 10 months of Covid mandated closure. MBO does not have a verbal or written agreement of more than month to month with me, as it has been since I took the business over and inherited the then great and reasonably priced scheduling software. Due to the price point and continued bug issues, as I type this I am unable for over an hour now to login in to my own site, MBO is fired and I am terminating my month to month subscription with them as of 1/31/23. I have made this abundantly clear by a phone call on January 2nd and response emails when received an email that told me I was in a contract until July 2023. I know my rights, I never entered into this contract as so many others have also complained here. This is corporate bullying and not legal.

  Business Response

  Date: 01/06/2023

  Thank you for reaching out. We see that our team has been in contact with you regarding this request. Specifically on January 4th there was an email between you and our team regarding the contract documents. We have attached the contract here for your convenience. If you require technical assistance with not being able to login to your site please contact us at (877)755-4279 or if you prefer you can also reply back to the email thread on January 4th with the details of what is happening. 

  Thank you,

  Customer Answer

  Date: 01/11/2023

  
  
  I am rejecting this response because:

  
  

  As I type this, I am yet again unable to access my MBO site. This seems to be system wide currently, as other MBO user businesses are having the same issue right now.   There have been an unacceptable amount of glitches and system bugs since last April.  Currently, difficulty or not being able to log onto my site and clients unable to cancel themselves as they have been able to until last month are the straws breaking my back.

  I have customer service emails stating that the glitches are indeed system bugs on MBO end.  I am done being frustrated and wasting time.  1/31/23 is my last day with MBO as their service is no longer reliable and definitely not worth $140+ I pay per month.  Thank you.

  
  

  
  Regards,
  
  T***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 03/07/2023

  We sorry to hear you're continuing to have issues with logging in. If you decide to come back to Mindbody please let us know so we can help you get logged in and use the software. I understand your business decision and we wish you the best in the future.

  Thank you,

• Initial Complaint

  Date:12/02/2022

  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.

  MindBody as a service offers the integrated services of hosting your booking system via branding your app and as a 3rd party billing company. In November 01st - they collected payments from our personal training clients. On Nov 08th I called MB as no money had been received from Mind Body into our accounts from our clients for the services we were exchanging. Mind body told me that there was charge back queries. All of these clients are currently training with us and this was not the case. After a number of days of email tennis - Mind Body admitted that they had a glitch in their system and that the money was returning to our clients accounts. Mind Body asked me to run the payments again. I said no - not until my clients would confirm that they had received their payment - I did not want to double bill them for the same services. The clients checked their unique reference numbers from their banks and the banks confirmed that Mind Body still have the money. The holding of the money has caused cash flow problems and the delays of payment of staff wages and reputational damage to our personal and business brand. 32 days later we still have not received the money for the services we provided and our clients have not had their money returned either. Many of our clients have withdrawn from training and paying us for December because they do not trust Mind Body. Each email exchange takes 2-3 days for a reply from Mind Body. Phone calls to Mind Body - which is now using a call centre in the Philippines continues to have waiting times of 1 hour with poor customer service. Mind body has changes its ability to write to support from their website the sole way to issue a query now is to ring their support number. 32 days later I’m still looking for payment for the services we provided, we have lost clients as a result of this farce I have just got off a call where I was still on hold after talking to support for 35 minutes. The MB support case number is : 03****07

  Business Response

  Date: 12/16/2022

  Please allow us to apologize for the poor experience your business has encountered and the affect it has had on your business. I have researched your account and can see the issues you have contacted out team about. I do our see our development team is working to resolve the issue however, I am gonna see if I can escalate this issue for a quicker resolution. I am sending this information over to a Leader in your region to make contact with you on next steps. Thank you for taking the time out of your day to submit this feedback and I will make sure you're contacted in the next two business days.

  Be well,

   

   

• Initial Complaint

  Date:11/29/2022

  Type:Customer Service 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.

  Order Date Nov 2nd. I have tried to contact multiple people in this company and keep getting passed around. They sold me into a membership which did not do what i needed it to do. I was clear with the sales agent what I needed a booking system to do... once I get into the system I tell them right away this is not right for my business and I would like to cancel. They are no refusing to help me cancel and I've had to speak with my bank to dispute this transaction and any further ones. The system is archaic and clunky. It does not do what it needs to do and the sales people will lie to t***k you into committing to a system they don't even give you a free trail first. No booking system out there besides mindbody tries to trap clients for 12 months. I was not aware they were locking me in. I asked to cancel 3 days after I signed on and none will help me. I would like my account cancelled and to be refunded my deposit. I do not want to use mindbody and will not be using this system

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We understand waiting for approval on a contract cancellation can be frustrating. We have reviewed your account and your request to break your contract and cancel your service with Mindbody was approved. Your service cancellation was processed on January 21st. A confirmation email was sent on that same date, with the details of that request, to the email we have on file. Please refer to that email with the subject, Confirmation: Your requested services will be canceled 03885238 and you're welcome to respond there if you have any questions. 

  Customer Answer

  Date: 02/02/2023

  
  
  I am rejecting this response because:I am still getting emails of invoices that I owe your business. Also my CC is still trying to dispute your charges. 

  
  
  Regards,
  
  ******* M
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 02/09/2023

  Hello *******, 

  Thank you for following up on this contact. I reached out to our billing manager about the invoice emails. They said the email was an automation that was queued and triggered prior to the complete cancellation of the account. Please disregard that invoice. Our billing team has also guaranteed that you will no longer receive invoices or charges from our billing system moving forward. 

  As far as the charges, we verified that the amount was returned to your account.

  We sincerely apologize for the confusion and for your experience during this process. 

  Best regards,

  E***

  Customer Answer

  Date: 02/12/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18475407, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* M
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/22/2022

  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.

  MindBody deceptive practices trap me into yearly subscription without eligibility to cancel during 12 months period. It is a misleading add which doesn1 mentioned that prices are part of a yearly plan. I was contracted by MindBody by rep on 9/19/2022 Brain Glodowski. During the zoom call, I explained I am staring my business and looking for ways to sell Massage Therapy to increase the business. He assured me that MindBody is perfect for my needs because there are a lot of Gyms in San Francisco and Mind Body can help me achieve my business goals. He never mentioned during our zoom meeting about one year commitment. I would not buy if it was once mentioned. When I agree to purchase the service, The rep was rushed me and pressured to sign. I was sure, it was done on purpose to trap me into a year contract without me realizing it until it was too late . After spent two months with them to no avail . Now I pretty sure they are cheater. there is no booking, no clients , no calls, so that can be proven false. I contacted the Support team and rep on 10/23/2022. They refused cancellation saying that the contract I signed with them has a term of 12 months and it is not eligible for cancellation. But on 11 /6/2022 , I got the email from them and they said they have processed my request to cancel the following services. The last day of access to this service is : November 18,2022. Since I had signed with them on 9/19 /2022 and their app does not work . Their plan is perfect theoretically but in practice it doesn't work at all. It did not include the promised promotion on the app. There is no booking , no clients, no calls and zero.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We are sorry to see you had a poor experience with our sales team and getting support to use the software in the way you expected. We have reviewed your account regarding your request to break your contract and cancel your service with Mindbody. Your service cancellation was completed on November 18th and I see a refund was issued for 1 month of service. We wish you and your business well in the future and please let us know if you have any questions. 

  Thank you,

  Customer Answer

  Date: 02/02/2023

  
  
  I am rejecting this response because:
  
  Regards,
  
  ***** *i