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:11/14/2022

  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 purchased a system from Mindbody to our business just after the pandemic and was guaranteed many services . As a small business we were convinced by them that this was the best product for us as we where going to expand. Over the time of usage it has been hugely difficult to get in touch with them . The system is not a smooth as we where told and some services that we where told they had they dont provide like a video service which is curtail to our business. The costs keep going up. We are losing customers as their user experience with the app is frustrating and glitchy. We had a big meeting a few weeks ago with the investors and we are no longer expanding to a second site and went thru all the problems with the system and app and we decided as a company we have to cut costs get a system that is useable for our business and customer experience or we will have to close . We wrote to mindbody expressing this and they take days to get back or not at all. We mentioned our problem and said we have do shut done the subscription bought for second site as we are no longer opening and we need to shut down the first subscription as its to expense and reasons above and what do we need to do to leave the contract . We said we would be happy to pay £100 a month till sept 2023 but close down the site as we understand we are contracted but we simply cannot afford to use this system anymore and can they get back to me with a solution effective immediately. Wednesday I spoke with someone and of course they said they had to speak to another department and get back to me that day with a solution . This has not happened and its now Saturday . I am hugely stressed havent slept and need us as a small business to move forward with this new cheaper online system that suits our business whom we where previously with . They dont seem to care about our situation and the stress it is causing us . We need help and support to get this sorted. They are a terrible

  Business Response

  Date: 02/02/2023

  
  Thank you for reaching out. We are sorry to see you had a poor experience with our team and that our software was not able to live up to your expectations. We also understand how frustrating waiting can be while a request to break a contract is being reviewed. We have reviewed your account regarding your request to break your contract and cancel your service with Mindbody. Your service cancellation was approved and completed on December 19th, 2022. We wish you and your business well in the future and please let us know if you have any questions. 

  Thank you,

• Initial Complaint

  Date:11/10/2022

  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.

  I have been a customer for around 10 years. Since the buyout and more recently (3 months ago) software changes, updates, and credit card processing company changes have experienced a disaster. Called, emailed, messaged over 60hrs of complaints with ZERO resolution. Most of the time ZERO response. Have lost 11% revenue at the busiest time of year due to inaccurate auto email and texting confirmations to our clients. This has caused a decrease in our customer base, their confidence in us, and trust. Mindbody issues currently include: inaccurate information on texts and emails, failed auto and text emails, issues, logging in, site, crashing frequently, app crashing frequently, missing information on customer accounts, missing time off on staff accounts, frequent messages “somethings gone wrong” when looking up, clients, unprofessional and poor customer service from all of the staff in general, no communication back for days or months on issues with the sites, marketing software that is paid for as a part of the package, not active at all, staff unavailable ( when they are available) for booking when clients are online booking, calendar links on reminders, not working, software timing out while processing credit cards and not processing credit cards accurately. The list goes on and on.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We are sorry to see you had a poor experience with the ongoing issues in your software. I will be getting this information over to a tenured team member to review your account. Once they have completed the review they will reach out to you in the next 2 business days on a path forward. Thank you again for reaching out and we look forward to having the opportunity to help get the issues resolved for you, your business, and your customers.

  Thanks you,

• Initial Complaint

  Date:11/09/2022

  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 have been with Mindbody for over 10 years. I am not sure what has happened to them recently, but their support, their ability to know the answers to your problem, and their ability to simply REPLY and FOLLOW-UP has gone horribly downhill. We have a very basic issue, switch bank accounts. We were told it would take 24-48 hours for this to happen. Now - 11 days later, 6 phone calls, over 10 emails later and still our SIMPLE ISSUE (change bank account) is not fixed. You have to call them every time you want an update to your problem and prepared to be on hold for at LEAST 1 hour... No BS - I had to start blocking off my client's booking schedule so I could call Mindbody. After waiting on hold for an hour, they will transfer you at least 2x... and each time, you have to repeat your story and problem, and each time the person on the other end has NO idea what's going on and why it's happening, so they have to call someone else - and all you do is pray that you're not going to get transferred again. Now rent is 10 days late and my employees aren't paid - all because Mindbody support has gone BAD. I wish I could switch to another service now, but can't due to Mindbody holding my funds and the pain in the ass it will be to switch everything over. I used to recommend Mindbody to anyone, but for the love of God, find ANY other solution that offers at least good support. Because no matter what, they will be better than Mindbody.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We are sorry to see you had a poor experience with our team and appreciate your candid feedback. We reviewed your account and can see that the bank account has been switched to the new account. If you would like to have a leader reach out to discuss your experience further please let us know, otherwise we have made sure that this feedback has made its way to our leadership team. 

  Thank you,

  Customer Answer

  Date: 02/03/2023

  
  
  I am rejecting this response because: 
  
  This is perfect example of the "I don't care" attitude at Mindbody. It took over 3 weeks to resolve my issue, with me having to call at least 12x with AT LEAST 2 hours each time on the phone. Finally they were able to fix it, and then you respond 3 months later acting like you did a good job. 
  
  I did discuss it with your team, and all they told me was "we're sorry, we're going to do better next time". Great! How does that help me? I lost revenue and time due to Mindbody's carelessness and laziness. I wasn't looking for a credit or anything, but SOMETHING would have been nice to deal with all the crap and loss of revenue and time your company put me through.
  
  And your response just makes me laugh because it's the same exact BS I get from Mindbody support. You didn't look into my account, you didn't look at all I went through; all you cared about was that the issue was resolved.... 3 months later. 
  
  I can't say it enough, if you are reading this and a potential customer of Mindbody... RUN! There are so many other options out there, but unfortunately we're too dug in to switch now, but it is without a doubt a plan to leave this careless company.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 02/10/2023

  Please understand it was never our intentions to impact your business with the delay in our process to get your bank account information updated. Since the concern 3 months ago we have already actioned some new internal techniques to help prevent future instances with lack of reply or follow up from continuing. Some changes include email responses being returned to the previous person that helped you to keep from repeating the scenario to a new person, and automating steps that were manual and cause for too much potential human-error. 

  Please accept our sincerest apologies, we care about this experience and appreciate your loyalty over the years. We will ensure that a member of our leadership team reach out to you directly within the next 2 business days as a show of good faith and connect on a more personal level to understand the major paint points. Thank you so much for your candor, this opportunity helps us understand your experience better and allows us the chance to implement change and consciously evolve. We look forward to connecting with you very soon! 

  Customer Answer

  Date: 02/10/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18380374, and find that this resolution is satisfactory to me.... because there is nothing else I can do about it.
  
  Regards,
  
  M*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/08/2022

  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.

  Mindbody (MB) provides the software for our yoga studio to have clients book and pay for classes online. In August, we noticed that students were being charged an additional service fee and tax. Taxes cannot be collected on health services in WA state. When we notified MB, they said this was just a service charge for students purchasing through their app. However, it is showing as a tax and up to 8% or $100 on large purchases by our students. They have yet to resolve this "bug" (they are calling it) nor inform us how they will be refunding the students. Not only is this illegal, it is also reflecting poorly on our business. Students have written public Google reviews about this and we worry it could impact our business (just as we're getting back-up after the pandemic). We would like MB to refund students their money (we roughly estimate it's over $1,000 in undue "taxes" collected);issue a public apology and explanation; notify students that they're being charged the service fee before they complete the purchase; and compensate us for these challenges. We have paid MB ALOT over the past 6 years for their services and this is unacceptable.

  Business Response

  Date: 02/02/2023

  Thank you for reaching out. We're sorry to hear about the poor experience your customers are having with taxes and services fees in the app. We've reviewed your account and it does not appear that your problem has been resolved. We will be assigning this case to a tenured team member to review and will have them follow up with you in the next 48 hours. Thank you for your patience. 

  Thank you,

• Initial Complaint

  Date:11/03/2022

  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.

  I had a discovery call with Z****** ******* on Sept 29 2022 to discuss the shape of my business and to find out what features Mindbody could bring to its operation. In that call, I was specific about the size of my business - I’m a sole proprietorship managing a client load of (maximum) 40 people at a time. I expressed concerns in that conversation that the software might be more than what I needed, as well as my concerns that there was no trial period to use the software to see if it worked for my needs, before committing to payment. Zachary persuaded me that, from our conversation, the software would be everything I needed. He neither explicitly discussed the 12MONTH contract within the terms, nor did he disclose the long onboarding process (up to 2wks!). I discovered both these things only after payment. I was mislead. Within 48 hours of using the software the misrepresentations of what it had to offer to my business became apparent. On Oct 1 I emailed Zachary to express my further concerns and to begin a cancellation and reimbursement process. After daily email and text check-ins from me, I was finally contacted by Zachary on Oct 4 to say he'd forwarded my request to ****** K****, who would manage my cancellation request. K**** contacted me later on Oct 4 to get a recount of the process (I sent a detailed email immediately) and on Oct 5 K**** messaged me to say he had submitted my cancellation and once approved I would receive confirmation from the subscription management team. Within this time I never received any further emails from anyone at Mindbody, I never received a refund for my initial payment. I sent follow up emails to K**** on Oct 24 & 26. No reply. On Oct 30 I received a notification from my bank that Mindbody had charged me for another month. I messaged K**** immediately and still no reply. I've tried to stay professional in all of our exchanges, but these are the most deceptive business practices I've ever experienced.

  Business Response

  Date: 12/16/2022

  Please allow me to apologize for the poor experience with our team and that you have not getting a response. We will make sure we have a Leader from our team reach out in the next two business days to resolve this. 

  Thank you,

   

  Customer Answer

  Date: 12/20/2022

  
  
  I have been in contact with the new complaints department representative at Mindbody and have received confirmation of cancellation of my account as per my request, as well as confirmation that the three unauthorized payments taken by Mindbody have been processed for refund.  I shall update this response if any further faults occur, but at this point I find that this resolution is satisfactory to me. 
  Regards,
  
  T***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:10/04/2022

  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.

  In the last two years the software has switched members and client's credit cards with other clients and members accounts. Midbody Claims it is not their fault and it is on us to refund them. They have falsely advertised their product to us regarding the retail side of it. I have tried to call to speak to a manger after time and time again of calling customer service and getting someone one the phone who I can not understand at all and is clearly reading off the same help option we have and giving me incorrect information because she couldn't understand me either due to language barrier. When I did get someone else they told me they are putting in a ticket to someone hirer up. I have open tickets that still have not been resolved, no call backs from management. When I call back about the open tickets they tell me something different and tell me that support person never did anything with my ticket that they should have. EVERYTIME I ask for a manger they give me a reason I can not speak to one, they can not tell me an exact date or time when I will get a call back. And the times they did tell me NO CALL BACK! This year they switched merchant companies not relay to us that they got a new merchant company, and that our merchant numbers would change and what new portals to go on. Since then Our merchant name was switched without our approval or authorization from our Business name to our LLC name and my personal cell phone phone Due to this clients not recognizing the name which resulted in charge backs and cancelled cards. We can't charge for personal training due to threshold. Clients getting doubled charged that isn't showing up on our end but does on their statements. I can not refund clients anymore. I put in a request to cancel in April. Months of phone calls, emails, and open tickets, I spoke with a couple managers who did what support did. Nothing has been resolved or refunded. They still continue to charge me and not refund me.

  Business Response

  Date: 10/04/2022

   

  Thank you for reaching out about your experience. I did some digging today and it looks like you've been in touch with Eric, who is one of our managers. I connected with him and he has the checklist of items that need to happen to help resolve your concerns and ensure that your cancellation is scheduled for the best date. He is taking point to ensure that each item is addressed and will be reaching out to you via phone today, 10/4 to provide an update and keep you up to date on the next steps to help close everything up.

   

  Thank you,

  **** S.

• Initial Complaint

  Date:09/22/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are filing this complaint in regards to MindBody and their inferior product along with their insistence that we continue to pay monthly. Why should we pay for an additional 10 months when we never used their product and won’t be due to the fact that it was too difficult to even launch? We we were mislead. I sent an email to Christjan Jespersen informing him that the software was not user friendly. As a result, we will not be going “live” and using it. We requested that we not be billed going forward. I received an auto response stating he was out of the office and that I should contact D***** ****y. I forwarded the email to D*****. I did not receive a response, so I called what I believed was his number. He was not available and I spoke to a man who told me that he would forward my call to the management team. I was on hold for 10 minutes. The same man got back on the phone and apologized stating that no one from the management team was answering. He asked if I could continue to hold? I did for another 10 minutes. He again apologized and asked if they could call me? I provided 3 different time slots… one for that evening, one for the following morning, and another for that afternoon. I was not called! On 9-15, I received an email stating that MindBody had not heard from me in a while and they asked if my issue had been resolved. I responded that I had never received a response to my communications on 9-6. On 9-17, MindBody sent an email stating that they had emailed me on 9-9. They did not! Next, they proceeded to inform me that I am under contract and must continue to pay until 7-18-23! In total, they want approximately $3,000 in payments for something I will not be using because it does not work as they had lead me to believe. We want them to cancel the contract. They did not deliver what they said they would. We can’t use their product.

  Business Response

  Date: 09/23/2022

   

  Thank you for sharing this with us. I have reached out to D***** ****y and he confirmed that he replied to your email today at 1:55pm PT so that he could set up a time for a call with you to discuss your concerns. Please respond at your earliest convenience and we will be happy to get a call scheduled so we can help.

   

  Thank you,

  **** S.

  Customer Answer

  Date: 09/26/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 18056700, and find that this resolution is satisfactory to me, providing D***** can expedite cancellation of the contract. I did receive his email and responded with suggested times for a phone call. I included a 3 hour window today, 9-26-22 as well as another 3 hr window tomorrow. I have not yet received further communication from D***** as of 3:30pm est.
  
  Regards,
  
  M****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/16/2022

  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.

  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, https://www.mindbodyonline.com/business/pricing I was contacted by MindBody rep on 7/18/2022, Z****** *******. During our zoom call, I explained I am starting my business and looking for ways to sell very specific types of dance classes and workshops. 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. When I agree to purchase the service, I receive an email on 7/18/2022 with the checkout link valid for the next 23h 60 minutes. 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. After a month of trying to use this service, I was able to hack together a confusing solution, which did not include the promised promotion on the app. I spent 4 weeks with Joe Jensen trying to find a solution to no avail. I contacted the support team on 8/10/2022. They refused cancellation saying that the contract that I signed with them has a term of 12 months and it is not eligible for cancelation within this period (one year). The contract states “Auto-Renewal The Subscription Term listed here shall automatically renew for successive and consecutive 12 month periods (each a “Renewal Term”), unless either Party provides written notice of non-renewal at least thirty (30) days prior to the start of the Renewal Term. Name: Alixir Dance Number: 24***97

  Business Response

  Date: 08/16/2022

   

  Thank you for sharing this with us. I reviewed your account and the cancellation has been approved. I realize there are a couple of cases out there and subsequently different email communications that likely landed in your inbox. As of around 1:00pm CT, you should've received an email from Eddy on our subscription management team confirming the cancellation with your last day of access set to tomorrow, 8/17.

   

  Thank you,

  **** S

  Customer Answer

  Date: 08/16/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 17722878, and find that this resolution is satisfactory to me.
  
  Regards,
  
  D**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/15/2022

  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.

  We closed our business: Wright Aesthetics on July 27. Website is till active though. For 2 months we are trying to close the account with MindBody (site ID 807100), we were using for scheduling and credit card processing. We were push around from one rep to another. Each month they charge us $495. Another extra charge came through business account $89. Please, help! Kind regards, Elvira and Jeff Wright

  Business Response

  Date: 08/16/2022

   

  Thank you for sharing this with us. I have reviewed your account and the cancellation has been approved and remediation has been submitted for you already. Please keep an eye on your emails as you will be sent additional communication from our support team along the way to completion.

   

  Thank you,

  **** S

• Initial Complaint

  Date:08/02/2022

  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.

  I purchased a scheduling software program almost 7 years ago and everything has been fine up until 4 months ago. I also have 7 employees that also access the software via the app. I have to pay extra monthly for this app in addition to the desktop version as well. I have not been able to access the app or the website to login and view the schedules, attendees, and what classes are being held. This app ALSO serves as the merchant account where we process sales that are purchased at the studio. For the last 4 months, every week, several times each week I have called Mind Body and told them about the issue. My instructors have also called for the past 4 months about the software and to troubleshoot. The on hold times are NO LESS than 45 minutes, right hand up, and then when we speak to someone they are UNABLE TO FIX THEIR OWN SOFTWARE. I have done EVERYTHING they have told me and my software is STILL NOT WORKING. I have lost well over $4000 because of them and on sunday when I called I was put on hold for over 75 minutes and when the person got on the phone he not only didn't fix it but he told me the same stuff that everyone else has been saying for 4 months that does not work! Brent, I would be lying if I said on Sunday I was very nice to Mind Body, I don't want to lie to you. I was VERY UNHAPPY and I expressed my grievance. Brent I am a VERY SMALL business and $4000 is so much money and I am behind on my rent and other bills because of Mind Body and NO ONE has fixed the software still!! I can have my staff email you as well to tell you their awful experiences with Mind Body. I want my $4000 back in revenue that they cost me and I also want the last 4 months fees refunded to my bank. Oh my gosh I am so upset and disappointed and I have nothing positive to say about Mind Body! If they would just hire people that knew how to fix it that would be helpful, but they are the type of Company that patches you to different departments and they never FIX THE ISSUE! It's smoke and mirrors and I need it fixed.

  Business Response

  Date: 08/02/2022

   

  Thank you for sharing your experience with us. To quickly get some help to you and your staff, I am working directly with a member of the team who is excellent in solving login issues. You will receive an email no later than the end of day on Friday, 8/5 asking for your availability for a call that will include a technical resource and one of our support leaders to help work through the issue and answer any questions that you may have. Please stay tuned for this email arriving shortly so we can get connected and resolve this for you.

   

  Thank you,

  **** S.

  Customer Answer

  Date: 08/04/2022

  
  
  I am rejecting this response because: Please see attached document.  Also my software is still not working

  My name is J******* ***** and the reason I STRONGLY disagree with their response is because I received an email from someone named M**** and she stated she would call me personally to resolve this issue and to let her know dates and times.  I offered up 3 dates and times that worked, and not only did she NOT EMAIL ME BACK to confirm a date or time BUT I had to call the AWFUL support again because my software is still not working.  I was placed on hold yet again for over 20 minutes and the customer service rep was not only curt, but I was unable to understand her because she was speaking very fast, she had a very thick accent, and I am not even sure she was speaking English.  I asked her several times to slow down when she is talking because I couldn’t understand what she was trying to say.  Long and short after waiting for another 15 minutes I was transferred to M****, and she STILL IS UNABLE TO FIX IT!  M**** stated that they were trying to “work around” the normal login process and when that didn’t work, she stated that she would have to talk to her team again.  I asked her to email a summation of the conversation and a time frame for when it will be fixed because I told her “Isn’t 4 months long enough to wait?”  I will attach the email correspondence and I have several other emails from Mind Body that basically state the same thing from 4 months ago.

  
  
  Regards,
  
  J******* *****
  
  
  I have a TON more emails if you need them
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 08/09/2022

  Our technical teams have helped expedite a change on the backend which should have restored your access. M**** responded to you on the open case we have internally to see if you are still experiencing any further access issues for you or your staff. If there are any barriers to signing in, please feel free to respond directly to M**** or reply here so we can take next steps as needed to help. Additionally, we are meeting internally to discuss your scenario with our technical teams so we can address the core of the issue and expedite if future instances were to occur.

   

  Thank you,

  **** S.

  Customer Answer

  Date: 08/12/2022

  
  
  I am rejecting this response because:  M**** NEVER gave me her DIRECT PHONE NUMBER, EMAIL OR EXTENSION.  My instructors WERE, (PAST TENSE) able to login one time when The issue seemed to be resolved BUT NOW THEY CAN'T ACCESS THE SOFTWARE AGAIN.  Honest to god I don't have the time or endurance to deal with this again with MINDBODY.   My instructors are busy as well and they don't have the time to wait on hold.  M**** never gave me her direct number and I refuse to waste my life waiting on hold again for over an hour.  I feel defeated. 
  
  Regards,
  
  J******* *****