Customer Relationship Management
ZenotiThis business is NOT BBB Accredited.
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Complaints
Customer Complaints Summary
- 6 total complaints in the last 3 years.
- 1 complaint closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/29/2024
Type:Service or Repair IssuesStatus: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.
This business holds funds from services rendered. I have tried 15 times to confirm my identity complete the process to receive my money. I have supplied official postoffice documents for change of address and they are still holding my funds.Business Response
Date: 10/09/2024
Hi ******,
We regret to hear of the issues you experienced with our Tips Payout feature. Our payments team has since reached out directly to learn more about the difficulties you experienced and rectify the situation.
We understand your employee was onboarded to the Tips program in September but was not part of payout until October 1st, when the onboarding process was completed. Please note this is a typical part of the process and any withheld tips are paid to the employee directly.
Your employee is now receiving tips paid out to their card as of October 2nd. In order to fully resolve this issue, your store must make a payment directly to your employee for Tips that were withheld prior to the completed onboarding.
Your feedback is critical to us as it helps us identify areas where we can improve. We thank you for your candid feedback and look forward to delivering a better experience for you moving forward.
Regards,
Zenoti Customer Engagement
Customer Answer
Date: 10/09/2024
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:05/28/2024
Type:Product IssuesStatus: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.
Signing up for Zenoti has been the worst decision I have ever made. I have had so many days where my booking system didnt work, wouldn't allow anyone to book, has been wrong, and i've been gaslighted into believing that either it's something I did, or it's something they would fix which takes them either days, weeks, or just never gets done. This inability to run my business has cost more more money than I can even begin to know or count. I am at a complete loss of what to do as I sit here sobbing, trying to find a number to call but there isn't one. I have emailed everyone in the company. There is no response. I have messaged all of their social media handles with complaints. I have used their supposed 24/7 chat option which even at its most critical level has taken up to a day to gain a response. This company does not seem to care about its consumers. They sell you on an easy onboard, not explaining the 12 hour time difference between you and their onboarding team (or any of their team at all it seems). So, unless you enjoy working at midnight when they're working, it's at least a day to gain correspondence with every issue. And let's be honest, most of the issues we have as business owners especially when it comes too guests not being able to book, become a direct injury to the business, the staff, the owners. I have screen shot after screen shot of messages sent - hours and days without response. I have lost more money than I even know how to remedy for at this point. I want my money back. I want a proper solution. I want to not be lied to continually. I want this company to do the right thing. I want them to fix these injustices. I am 6 months into working with them and the mess is just continuing on. I want my money back for the time spent. I wish I even knew what to get for reparations but I am done paying for something that has cost me as much time and ************** as this has. This isn't right. I am doing feeling crazy for a company that has zero honesty.Business Response
Date: 05/29/2024
Hello ******,
As we are directly in touch via email, I will paste my last correspondence below. I've also included an attachment of the original email.
"Hi ******, it looks like the team was engaged within an hour, and at that point it was already resolved. I dont have the exact details yet but I will get them as to what actually caused this.
I am also in receipt of your complaint / refund request via BBB. In our last exchange, I offered to off-board you from Zenoti as a solution. Im happy to provide the refund requested and off-board you on a timeline that we can mutually agree upon. Is that an acceptable solution?
Thanks
*****"I am looking forward to your reply.
Customer Answer
Date: 06/06/2024
Complaint: 21770634
I am rejecting this response because: Honestly, I don't even know what to do. There's little to no accountability for what continues to cost me my time and money and energy. I keep having to get on calls with people saying they will fix this or fix that for me to still have to spend more time following up and asking for updates and getting help with things they change or break.
I want a refund for my time and energy. I want there to be reparations for all of the money lost when my system that promised a smooth booking experience for my staff and clients becomes a lie. I was just charged my monthly installment. I think that as the company who continues to mess up, the first course of action shouldn't be to just dismiss the client as you are trying to do, but to look inward at what is continually broken inside YOUR systems that causes several businesses just in my small city to agree that Zenoti is a mess and we all wish we had never switched to this as we are all continually dealing with issues 7 months for me and (for them) a year + in. Your solution is to offboard us because it's easier. I came to this system already frustrated and believing that this was the solution and instead, you want me to now offboard, spend more time and money to go to another system, instead of spending the time AND now spending YOUR money to make it right. I have spent and lost quite enough of my time and money at this point on losses through a lack of booking functionality/loss of clients and staff in the go live that ended up as a complete disaster for weeks to the following months of spending hundreds of hours on calls and follow *** and escalations and submissions.
I would like the smartbot to be cancelled and to be refunded since I have been charged for it and 1. I haven't had time to even work on it while just trying to get my core system corrected. 2. I don't trust anything to attach to this system as the core can't seem to get it right so why would I trust anything axillary to work correctly?
I would like a refund on this month's services as clearly it cost me money AT LEAST one full day this month and I have absolute proof of that in the messages from guests unable to book, so there is a safe assumption that we did not get messages from those who did not know us well enough to message and thus, we probably ONCE AGAIN lost bookings from a broken system.
I think this is only fair as I am now again sitting here writing an email (as I have done over hundreds of hours now between calls and emails and attempted chats), spending my time that I should be using to grow my business. It is actually unbelievable to me that I was even just charged with the amount of time spent just asking you all to get it together.
If this were to go to suit, you and I both know that if my time were accounted for that this would equate to tens of thousands of dollars. I am simply asking for you all to do the right thing and to stop charging me and refund me 1. for the things I cannot get to because I am still busy fixing this at a core level and on top of that, the fact that I can't even utilize the majority of the functions of this system because I'mm still fervently working on just getting the basics core elements corrected so we can even book our clients every day. 2. for the extraneous elements that I clearly cannot trust this system to take care of as the core cant even take care of itself.
That is my ask. That is my solution.
Sincerely,
***************************Business Response
Date: 06/20/2024
Hello ******,
As you have been in direct contact with our VP of Support via email, weve included the correspondence below, along with attachments of the emails and Zenoti Terms and Conditions sections 15.3) Public Announcements, 13.2) Termination, 13.3) Effect of Termination or Expiration, 3.4) Late Payment, and *****) Attorneys Fees.
From Zenoti on June 6th:
Hi ******. Pertaining to your request for a refund, and your posts to social media and your notification to me of your intent to involve legal process, I consulted our legal team. Zenotis legal team has reviewed the applicable materials pertaining to Bubbly Facial Bar, LLC (Bubbly) and has provided the following guidance.
Zenoti hereby provides notice to Bubbly that Bubbly is in material breach of the Zenoti Terms and Conditions. Specifically,Bubbly has materially breached the confidentiality provisions in section 8 and the contractual restrictions against public statements set forth in section 15.3 by and through its public statements on social media. These statements constitute on ongoing, material breach of the Zenoti Terms and Conditions.
As a result of these material breaches, Zenoti hereby provides notice to Bubbly of Zenotis intent to terminate the Agreement under section 13.2 (b)of the Zenoti Terms and Conditions. If Bubbly does not cure the material breaches within thirty (30) days, the Agreement will be terminated for material breach. If, after this notice of material breach, Bubbly persists in materially breaching the Agreement, rendering such material breaches incapable of cure within the meaning of section 13.2, Zenoti will immediately terminate the Agreement.
If the Agreement is terminated by Zenoti, section 13.3 will control the next steps. Zenoti shall return ************** and permanently erase it from all Zenoti systems (section13.3(b)), and all Fees that were otherwise owed or payable by Bubbly under the Agreement shall become immediately due and payable to Zenoti (section 13.3(f)).
Zenoti reserves all rights to the remedies to recover the Fees owed under the Agreement, including but not limited to, sections 3.4 and ***** of the Agreement.
In an effort to achieve an efficient outcome, Zenoti is offering a one-time offer of Settlement. Zenoti will refund all Fees paid by Bubbly to Zenoti in consideration of the terms set forth in the attached Settlement Agreement. This offer of Settlement shall remain open until June 30, 2024, provided that Zenoti may revoke this offer of Settlement in the event that Bubbly persists in materially breaching the Settlement Agreement.
You replied to our team on June 11th, agreeing to the settlement:
*****,
I have thought this over and given it a lot of time and consideration.
Given the fact that I no longer trust that there is a viable continuation with this company or this system, I would like to move forward with the settlement process.
The only ask that I have is that we have access to Zenoti until the end of July rather than just until the end of June, as we all know it is nearly impossible to get switched over in 20 days, and trying to do so, or rather even being forced to do so would constitute even further damage to my business. I would simply like to have the agreement amended to the date that is within reason and allowance for a smooth transition on both sides.
Within such,I am asking for a secured/encrypted file for my credit cards so that I may move them to my new system.
I would also like instructions on how to transition my files and database from Zenoti so that I may safely and smoothly move forward.
Thank you
------
We understand our team is working with you on this request and awaiting your signature on the settlement agreement.
Your feedback is critical to us as it helps us identify areas where we can improve, and we thank you for your candid feedback.
Regards,
Zenoti Customer EngagementCustomer Answer
Date: 06/27/2024
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. I look forward to moving on from this.
Sincerely,
***************************Initial Complaint
Date:05/07/2024
Type:Order IssuesStatus: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 business' (Every Body Massage) two locations contracted to use Zenoti's online scheduling services 9/22/23. After all the preliminary data set-up and hours of training, we went live with the service 12/4/23. To put it mildly, the product did not work for us. It was ****** complicated, inflexible and difficult to navigate. I had more than one user in tears due to frustration using the product. I had regular video meetings with my *********************** Manager to try to resolve the issues we had with the product. There was no resolution for several of our concerns, e.g., group/couple check-out, clients sharing a deposit, that were relayed to her from the beginning of going live. In April, after 5 months of using the product, I decided that Zenoti was just not a good fit for us and we would return to our previous scheduling service. On a video meeting, I informed my *********************** Manager and her Manager that I wanted to discontinue using Zenoti. They tried offering many "solutions" in order for Zenoti to work better for us, such as more training. I told them after all the training we had already received, I wasn't interested in more, and after using the product for 5 months, it just did not work for us. The continued to press and I continued to decline. On April 29 I informed my *********************** Manager that I was going to cease using Zenoti on May 1. Part of her reply: "As discussed with you, we understood the reasons you had to leave Zenoti. However, as part of your exit process I checked your contract and pending invoices. While you don't have any pending monthly past invoices, your contract says you signed a 15 month term with Zenoti, effective September 2023. Out of your term of 15 months, we see 7 months have passed, therefore as per the duly signed contract, you have a due payment of 8 months. This amounts to a total of $ ***** (8 months * $1100 each). I request you to clear the due amount to initiate your exit process."Business Response
Date: 05/21/2024
Hi ******,
Thank you for taking the time to share your experience with Zenoti. We regret to hear the complexity of our software caused frustration and challenges for you and your staff and that the software did not accommodate your specific needs, such as group check-out and shared deposits. We understand the importance of having a reliable and user-friendly software, and its clear that we fell short of your expectations.
Our team has made multiple attempts to reach out to you to address and rectify these issues, including sharing details around the time it would take to build custom software for your specific needs, but we unfortunately have not been able to make successful contact. Please know that your feedback has been escalated to the appropriate teams who are looking into the matter on priority. We are committed to resolving this issue and learning from your experience to improve our services.
We would appreciate another opportunity to discuss and understand your concerns in more detail. Please reach out to us directly at ****************************************** so we can work towards a satisfactory resolution. Your feedback is critical to us as it helps us identify areas where we can improve, and we thank you for your candid feedback.Customer Answer
Date: 05/22/2024
Complaint: 21679129
I am rejecting this response because their only solutions have been "more time" and "more training," both of which we are not interested in as we used the product for 5 months. I believe this is plenty of time for us to come to the conclusion that the product will simply not work for our needs.Sincerely,
***********************Business Response
Date: 06/04/2024
Hi ******,
The Zenoti terms and conditions do not permit customers to cancel contracts at their discretion. There are a few limited grounds for termination under section 13 of the Zenoti terms and conditions (see attached).
There is no termination for convenience or general dissatisfaction. Either party may terminate for material breach, but there is no material breach in this case. Moreover, in order for a customer to allege a termination right for material breach, they must give Zenoti notice of the material breach in writing and give Zenoti 30 days to cure or resolve said breach. By notice of breach, the customer must specifically identify which clause in the contract (Zenoti terms and conditions) Zenoti has allegedly breached.
That has not happened here,and it appears your complaint to BBB is not alleging anything more than Zenoti is too complicated and will not work for our needs. That is not an allegation of material breach of the contract.
A member of our customer success team will be reaching out to you directly to offer a settlement agreement, which we strongly advise you to consider.
Regards,Zenoti Customer Engagement
Customer Answer
Date: 06/04/2024
Complaint: 21679129
I am rejecting this response because arrogance and greed should not ***** good will and customer service. I find it appalling that my business is going to be "held hostage" by this contract for services we cannot use.
Sincerely,
***********************Initial Complaint
Date:02/06/2024
Type:Product IssuesStatus: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.
Purchased the software at the end of October, 2023 and I'm still not live as of February 6th, ****. I've attached a recent correspondence with Zenoti. It is almost impossible to get a quick response from the **************** team. Urgent issues are answered in DAYS instead of minutes or at most, an hour. We are a small salon and completely reliant on our business system. We do not have someone dedicated to IT support that can work on these issues. Lack of immediate support from Zenoti will be disastrous for our business. I was also told to purchase the incorrect card reader. Then I purchased the right card reader. No return or refund was issued for the incorrect card reader. Emails to *********************** regarding the exiting of my contract goes unanswered. I want out of my contract and a refund of the card reader. You can keep the money that I've already spent on Zenoti.Initial Complaint
Date:01/05/2024
Type:Product IssuesStatus: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.
Canceled service in August. We were charged the monthly fee of $876.46 even though we had canceled in time. Promised a refund however it never came. We were also told we would be sent the information to return the credit card machine and would be refunded for it but we were not sent the information to return it. We were charged for a Patient Treatment Record Migration fee of $1045.00 on 3/23/2023 however the migration was never completed. We were charged for a service we never received and now we are not getting a response from the company despite multiple phone calls and emails.
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