Complaints

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

• Initial Complaint

  Date:04/17/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am the owner of a fitness business that used Zen Planner as our member management and billing platform through the end of 2024. I officially requested that our account be canceled effective December 31, 2024, and received confirmation from Zen Planner that this would be the case.However, they did not cancel our account on time, resulting in our members with billing dates on the 1st -3rd of each month being double charged - once through Zen Planner and again through our new platform. This caused frustration and confusion for our clients, and put me in the difficult position of managing refunds and damage control. I reached out to Zen Planner for help and an explanation on this matter and they did not respond to any of my emails for over three weeks while I was trying to handle these complaints. I still have never received an explanation or even a single response to any of those **********, in April 2025, I need to gather financial data from 2024 for tax purposes. My account with ********************** has been closed, so I cannot log in to retrieve this information myself. I have sent four separate requests over the span of two weeks asking for assistance in retrieving my financial records, and I have received no response ************* summarize:- Zen Planner failed to cancel our account on the agreed date, causing financial harm.- They ignored all attempts to contact them during a critical time.- They are now withholding access to my financial records despite multiple *********** this point, I am seeking:- Immediate access to my full 2024 financial transaction history.- A formal apology and explanation for the delayed cancellation and lack of communication.- If possible, financial reimbursement for the charges / processing fees I paid due to their error in January 2025, and penalties I may pay for filing my taxes late.I have been patient and professional throughout this process, but the lack of response has left me no choice but to escalate the matter.

  Business Response

  Date: 04/23/2025

  We have attempted to connect with ****** ****** directly in order to rectify this issue for him. We will continue to reach out in order to resolve this on his behalf. 

  Customer Answer

  Date: 04/24/2025

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

• Initial Complaint

  Date:12/11/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore 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've been using Zen Planner since 2019. In 2024 I began using their payment processor GAINS which works via ******. Zen Planner created an account with my email address in Stripe. They are now refusing to give me access to my customer data and this account.

  Business Response

  Date: 01/06/2025

  After thorough review of this customer's history and complaint we have detailed the following timeline:
  On Dec 9, *********************************************************************************************** Zen Planner Payments. 
  
  Our support team reached out on Dec 10, 2024 (see attached image Dec-***** response) explaining that we are not able to provide direct access to the Stripe account based on the setup of the Custom Connect platform. The details on how to update any information on their Stripe account was provided. 
  
  The customer then responded saying they were moving to a new platform and needed to transfer this service to the new platform. Our support team provided the steps on how to cancel per the Zen Planner Terms of Use. 
  
  In order to securely retrieve any data, Zen Planner must remain PCI compliant and export and share this data via a secure transfer. This is outlined in the Zen Planner Terms and was also explained to House of Combat. House of Combat completed their cancellation request on 12/31/24 and has been emailed next steps via our secure process to begin this transfer. 

  We have attached a copy of this customer's signed order form and will continue to work with them via our cancellation policy in order to ensure data is transferred securely to the new platform. 

  Customer Answer

  Date: 01/06/2025

   
  Complaint: 22673890
  
  I am rejecting this response because:

  1. As a user of ********************** the platform has been broken for years now causing persistent interruption of business and billing errors to my customers. I am seeking a refund for the past year of fees I paid while the platform continued to malfunction regularly causing me great financial loss especially with the actual registration feature currently broken preventing me from making new sales.

  2. Gains created a ****** account using my personal data including my email address which I cannot access and also prevents me from creating any NEW account since the account is already in use with ******. I do not require any secure data export but rather just a simple transfer WITHIN stripe. This whole act is just a grand money grab.

  
  Sincerely,
  
  ******** ******

  Business Response

  Date: 01/23/2025

  Avigayl,

  We have evaluated your request for refund --at this point due to our Terms of Use we would not be able to provide a refund for the issues stated and the bugs mentioned. 

  In regards to an export for client payment data, we have offered in an open case with you, to assist you in securely moving this data to your new provider. The integration with Zen Planner is a custom connect platform. Section 4 of your agreement states that, depending on the Stripe connect platform (ZP is the platform), the Merchant may or may not have access to the integration." Based on this, we cannot give you access to the platform but are able to assist you in a data migration via a secure data pull. We cannot provide this type of data without a secure data migration as it places client payment accounts at risk. 

   

   

  Customer Answer

  Date: 01/23/2025

   
  Complaint: 22673890
  
  I am rejecting this response because I am giving Zen Planner one last opportunity to resolve this before pursuing legal action with a class action lawsuit by current and former Zen Planner customers who have been similarly affecting by the bugs and breakdowns that are now the rule not the exception.

  I will accept a resolution that includes waiving the fees to transfer my customer payment data + waivers free of charge. 

  
  Sincerely,
  
  ******** ******

• Initial Complaint

  Date:10/09/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started using Zen Planner in June of 2024, we were told that we would only be charged for active students. Zenplanner has consistently charged our school for more members than we have, at one point charging us for 40 more members than we had. We have since cancelled Zenplanner and they continue to charge us. I canceled Zen planner over 30 days ago and was recently charged another $200. I attempted to cancel their payment processor **** ***** in July and I continue to late notices and new charges from **** ***** as well. I have emailed Zen planner multiple times about the **** ***** thing. They stated it was cancelled and that we wouldn't receive any more bills, however the most recent bill even included a $65 dollar charge for future processing. I need Zenplanner to stop charging my business, I need them to cancel all of their attached 3rd party fees and processors, and I need a written notice that our business has concluded with this company. I'm not sure how many more ways I need to go about cancelling my service.

• Initial Complaint

  Date:06/07/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 closed my business mid-May 2024. My business used Zen Planner's software for the previous five years. Prior to submitting the cancellation request form, I called Zen Planner to get all of the necessary information to ensure I was doing things right. The lady on the phone told me that I would have 30 days from the date of requesting cancellation to download my data (customer and financial records, etc). I submitted the form on May 15 and marked June 15 on my calendar as the last day to download my data. On June 4, I get an email from Zen Planner saying my account is closed and that I no longer have access to my data. I have called Zen Planner numerous times and cannot get anyone to help. Via email, customer service reps say the only way I can have access to my data now is by paying for an additional month of service. My business is closed - I do not need the service. I only need my data - MY DATA! This is dishonest and greedy. I feel like this company is holding my data hostage only to try to **** more money out of me.

  Business Response

  Date: 06/10/2024

  Thank you so much for sharing your experience and please allow me to be the first to say how sorry we are that this has been your experience and we will be reaching out shortly

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21819272
  
  I am rejecting this response because:
  
  Nobody has reached out since you sent this response via BBB. I had already been in touch over a period of several days about two weeks ago, which included numerous phone calls and emails (case number ********) where your team member ******* responded that she was unable to help me unless I paid a fee for an additional month of service (which I do not need). Effectively, your team told me I would have 30 days from May 15th to download my data, and then cut that to 20 days without properly informing me that you would not allow me to download my data after this date. To date, I have not been able to download my data and I am very disappointed with your service and your response. I have been a Zen Planner customer for several years and believe you can do better.  I would not recommend Zen Planner to anyone. 
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:12/14/2022

  Type:Order 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 requested a data export from Zenplanner in October. We have been trying to get the data from this export that cost $750 for two months. Zenplanner has refused to comply with export data resolution and instead of escalating the issue to get someone else involved that can actually handle the problem, we continue to deal with the same person who is taking days to respond, while my business is losing money. This is completely unacceptable and as a company you should be ashamed. I want this export finished as soon as possible so that we can import it into our new system and I advise that nobody ever does business with this company again. We are having back and forth communication from Zenplanner to ********* that has gone on for more than FOUR WEEKS.

  Business Response

  Date: 12/28/2022

  The formatting issues regarding the export are a part of the ********* exporting process which is something that we do not have control over. We have been working with *********************** and ********* in an ongoing thread in which one of *************************** reps is continuing to support and aid in this export process.