ComplaintsforMINDBODY Inc.

• Initial Complaint

  04/30/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I wanted to cancel my Mindbody subscription, and I called Well within the 4-5 day timeframe they say they require for you to cancel, yet the person I spoke with said I had to speak with someone on their client engagement team. I asked to speak to someone and she said she would reach out and get back to me or have someone get back to me. I heard nothing. So I emailed again AND called again. Still got the same response, that they could not help me but someone from the client engagement team could and that a person from that department would contact me . They said it was someone named Kevin and he would be contacting me. Next day, NO contact. I called again and emailed again and asked for his contact. They said they could not give me his email or phone number. At this point I tried to click on a link to schedule a call and the first available was AFTER my date I would be charged. I emailed and called again expressing my concern about being charged because my initial contact was within the timeframe to cancel. I only got a response that she would contact Kevin again and express my concern. And that maybe they could give me a discount May’s membership !! my charge date was on Sunday, so I called my bank on Friday and told them to refuse any charge from Mindbody. Today is Monday I finally get an email from Kevin saying that I need to schedule a 30 minute call with someone before my membership can be canceled. I did email him back and told him I had refused the charge, and that I would schedule a call but I do not need 30 minutes.. I do Not have any desire whatsoever to continue to work with Mindbody. And of course when I went to schedule the call the first available is in another week!!!!! It is absolutely absurd that just to cancel a membership you have to talk to someone in a department they will NOT give you a number to, nor can you get an appointment for 5 days to discuss.

  Business response

  05/01/2024

  
  
  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 with this timeline is not yet resolved, so we will be assigning your case to the leadership team for the opportunity to collect feedback about the process, hopefully they can speed things up for us. They will be reaching out within the next 48 hours to follow up. It is truly never our intention to make our customers not feel prioritized, so we appreciate the candor you have provided and will advocate to senior leadership for future considerations.

   

  Thank you!

• Initial Complaint

  04/15/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mindbody is continuously collecting subscription fees from it's contracts even when it fails to provide the service it is offering. Although they have customer support, they effectively evade fixing anything by making it impossible to reach anyone to gain assistance. The response time is ridiculous and it is costing me so much money in my business. In an attempt to fix the problem, they directed me to update my account. This was encouraged, knowing that I was switching to a new software to purchase a new subscription. I reached out within 48 hours and asked to cancel. No one answered that call or returned my emails. I went through the process to have my subscription cancelled and they are denying my claim even though I can provide ample evidence of direlection of services. They are in breach of contract.

  Business response

  05/01/2024

  Thank you for reaching out to us. 
  
  Mindbody has a specialized team that takes every contract cancellation seriously as each have their own unique situations and concerns. All contract review circumstances are solely held by this team. After further investigation, I recognize that the designated team is actively working on the case and will be reaching out to you shortly. Please accept our sincerest apologies for how difficult the timeline of events has been for you, it is definitely not our intention. Although it has led you to depart our software we hope that you will continue to spread wellness to the world no matter where you go from here, we wish you the best!

   

  Thank you!

• Initial Complaint

  03/13/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I attempted to sign up for Flex with Mindbody Online on 2/28/24 for a 2 week free trial then $59/month. The website did not seem to fully process my request and then I was no longer able to sign into it as soon as I requested the Flex membership, thus, I could not cancel it. I called customer support twice that day and emailed the Flex support email. Within a few days, I also emailed [email protected]. I could not use any features related to Flex nor did I have any way to cancel the membership since it can only be cancelled on the website version (not on the phone app). As far as I am concerned, this is fraud. I want my money refunded AND I do not want any recurring charges.

  Business response

  03/21/2024

  Thank you so much for bringing this concern to our attention. We have reviewed this BBB submission, as well as our internal Support records, and are aware of an issue regarding usage/access of your Mindbody/Flex account, as well as the charge you have incurred. I have escalated this concern to the highest level, and am coordinating with our Legal Department as we investigate this. I do apologize that the answers you've received thus far are not informative. 

  While our Support team was unable to locate your account details initially, we have been able to locate your credit card within one of our payment systems. Before any changes are made, we have a few questions about the usage of your Mindbody account. 

  Do you actively use the Mindbody app for other services beyond Flex? Do you reserve studio classes directly through the Mindbody app?

  If so, is the credit card that was used to purchase the Flex trial the same credit card used to pay for these services?

  The answers to the above question will help us determine the best route to take to get the Flex charges cancelled. 

  We are committed to resolving this concern, and appreciate your cooperation and patience. 

   

  Best, 

  Madison

  Senior Manager, Technical Support

   

  Customer response

  03/22/2024

  
  
  Complaint: 21427400
  
  I am rejecting this response because:

  I do not use the app I use the website. I have another email account that I have created after this mess started that I use for a local studio/in person classes through their website (charges on my CC don't mention Mindbody). The classes are unrelated to Flex. The credit card was the same so I just replaced that card with a different one, so the one connected to Flex should not have any ongoing or additional charges and therefore should be deleted from your system. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer response

  03/22/2024

  I received this message from support tonight. I already won the dispute (chargeback) with my credit card company for the $59 charge that occurred on March 13th. What support sent doesn't fully match what the company sent earlier today to the BBB, so I would appreciate if the person from Mindbody in contact with the BBB and Mindbody's legal can confirm that the Flex subscription is fully cancelled in their system and that I will not be charged again.

• Initial Complaint

  02/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  We contracted with Mindbody to handle the billing for our client's gym memberships. We were never sent a contract to sign and were told we were on a month-to-month plan. We recently decided to switch software billing systems. Mindbody told us that we would have to pay $500 in order to retrieve our clients' credit card information that we had entered into the site to be stored safely. When we asked for a copy of our contract where we agreed to this they said that it was "against company policy to provide a copy of our contract." When we continued to ask for a copy they said we could access a copy on Docusign. When we informed them that we had never received a contract on Docusign and certainly never signed one, they said that we had agreed to the fee simply by "using their website." They are now withholding our clients' credit card information from us unless we pay the $500.

• Initial Complaint

  02/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  MindBody promised me that I could facilitate both a kids program and an adult program on their platform, as I opened my brand new dance studio in August. What happened was: -I was connected with an onboarding 'specialist' who knew nothing. She was unable to help me build a kids program, whatsoever, and was confused that they would even tell me that was possible. We wasted 3 months working together to build something that never worked. I incurred financial losses because of this and had clients leave because of the difficulty of the programming. I ended up purchasing a new platform to house my kids program -The platform never worked. It would do things as: double/triple book clients, double/triple charge clients, not populate classes so people weren't signing up, etc. I contacted customer service multiple times and was told "that's how the program works" -I paid a premium price of $500 / month, for a program to never work. I tried canceling my contract and they are now telling me that I cannot cancel my contract 4 months early, regardless of the amount of issues I've had. They are telling me I have to 'buy myself out' of the contract and pay an extra $2000 for a platform I no longer am using. They take no accountability for the problems they cause and have employees working for them that are across the globe and can't do anything. They won't put me in touch with the people that are making the decisions to discuss the issues. They are crooks and taking so much money from small businesses. It's a lot for us. -I want my membership canceled. I do not think it's fair to ask me to pay $2000 when I have constantly complained and ran into issues. At this point, I feel like I should even get my money back for the problems they've caused.

• Initial Complaint

  01/22/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  On Tue Dec 19, 2023 11am (EST) Upon initially exploring the option of MindBody for my business, Sales Agent Ashley.N told me that the user base in Charlotte, as one of the largest cities utilizing the MindBody software app. Within the first 30 days I have not observed any client acquisition, and the support received has been minimal. The software integration process is perplexing and does not appear to contribute significantly to business growth. I was not informed about being locked into a 12-MONTH contract BEFORE I signed up, only informed AFTER when I sought to cancel my services. Contrary, as I was advised Ashley.N that it would be a month-to-month subscription that could be canceled ANYTIME. My attempts to communicate with sales agent, Ashley.N, regarding the cancellation have gone unanswered. I have now been in communication with Camille.H, the Client Engagement Manager, regarding the cancellation of my contract. Despite my polite requests and informing her of the credible evidence from the BBB suggesting questionable practice agreements with other businesses. She indicated that my purchase on December 21 has not yet been listed on the Mindbody Marketplace for the required 30 days and would reconsider my cancellation request ONLY after I complete the Onboarding process and listed on the Marketplace for 90 days. Additionally, she pointed out growth in the first six months, and my contract terms extend until 12/21/24. This situation forces me to remain with their company for a full year against my preferences. I believe individuals should have the freedom to terminate a contract within reasonable bounds, similar to purchasing a house or a car. I stated that I should not be obligated to retain a service that I neither want nor need. This arrangement is undesirable for my business and is financial burden without client benefits. The mandatory 90-day commitment is challenging, when there is no tangible return on investment during this period.

  Business response

  01/24/2024

  Thank you for sharing your experience! We are sorry to hear the results of the software being undesirable in your timeline. Our software has a history of truly being helpful for
  appointment-based Yoga/Meditation verticals, but we appreciate your candor and for giving us the opportunity to work with you on a win/win resolution. After review of the account we recognize that we have worked with our contract review team dedicated to reviewing these requests seriously. With that, we cannot over rule the decision that has been made and ask that you work with your onboarding specialist to get a training appointment setup for a better understanding of the features at your disposal. Please understand that without proper setup and knowledge for how to utilize the features during our training process, it is difficult to say that what we offer will not result success.

  If you have questions about this decision, you can follow up with our team in one of your existing contacts or submit a new ticket for our team using our support form on the website. 
  Regards,

  ***** W

• Initial Complaint

  01/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint against MindBody and their subsidiary Booker. I purchased my business from a previous owner who used Booker as her booking software. As I was familiar with Booker I was ok with using it as well. I set up my business and provided all of the needed information when setting up the new account. I never was informed of being in a yearly contract nor did I ever sign a contract or was given a copy of said contract. I was also never informed that the original contract that I was unaware of was transferred to me. There is no verbiage in the contract that was finally provided to me about transfer of ownership nor is there any information on any of their sites. After two years I am extremely unhappy with their support and service and reached out trying to cancel my subscription that I was under the impression was month to month. I never signed a yearly contract nor was I made aware of any renewal. The renewal date was also a date I would be unaware of due to the fact I was not the original signee, previous owner on the contract. I have been going back and forth with their "service" team for days now to no avail. I never was explained to or given their policies of transfer or made aware of the terms of an agreement I never signed or saw. They will not allow the cancellation of my "contract" and are not given me any other reason other than I'm in contract. I can not move forward with my business with this cost. They are in blatant violation of the state of California laws in regards to renewal notices and information that must be provided to the consumer. I feel as if they are taking complete advantage of small businesses similar to mine. There is no resolution and just keeping getting told that they empathize with my frustrations which is double down on my frustration. No where on their service provider site do they share any of their terms and agreements, nor do they share they information about renewal or renewal dates, preventing proper planning on the part of the business owner followed by refusal to allow for early termination. I feel completely scammed with no resolution to come. I feel manipulated and not heard at all. There is only email communication and the zoom call that was scheduled was a waste of time when there was a promise made on their end of helping me find a solution. I truly believe that this company's deception and way of doing business is one of the reasons that so many small businesses are struggling and failing. I feel that they target small businesses and new business owners without giving the full information needed to make an informed decision about what is best for their companies.

  Business response

  01/24/2024

  
  
  Thank you for reaching out to us. 
  
  Mindbody/Booker has a specialized contract review team that takes every contract cancellation seriously as each have their own unique situations and concerns. All contract review circumstances are solely held by this team.
  
  I understand that you are disputing the contract due to the transition of ownership of the business a few years back, and I have no doubt that this was considered when reviewing the request to cancel your contract. While the decision lies with our contract review team, I wanted to share that we are still awaiting a reply to confirm/deny the cancellation at the end of the contract term. IF no action is taken the contract will auto-renew, so please be sure if you wish to stop monthly subscription fees before the auto-renewal that we respond to this ticket sent to your inbox yesterday. 
  
  
  If you have questions about this decision, you can follow up with our team in one of your existing contacts or submit a new ticket for our team using our support form on the website. 
  

  Regards,

  ***** W

  Customer response

  01/24/2024

  
  Complaint: 21163665
  
  I am rejecting this response because:

  I was never provided with the information about the transfer, nor was I provided with the original contract dates, leading to me being trapped in a 24 month contract that renewed automatically with no notice and no dates for renewal any where stated. This is in direct violation of the California State Law that went into effect in January 2022 that requires any and all automatic renewal contracts to have a notice of renewal 30 days prior to the renewal date. This was not my original contract and you have trapped me in this contract without my consent or written consent any where. You have not provided me with any information pertaining to the contract, that I never signed or even saw. I didn't even see the contract until last week. There is a lack of information for the business owner to make an informed decision about what is best for their company on your site or in your Terms & Services. There continues to be no resolution for this matter. This needs to be addressed as this is bad business no matter how you look at it.
  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/24/2024

  Thank you for the additional response. After final review, we will not be moving forward with cancellation of your Booker subscription mid-contract. Our contracts team will be submitting a cancellation for the end of the contract term once they receive your confirmation. When you assumed ownership of the business in December 2021 and changed ownership records for the Booker account, you were thereby agreeing to take responsibility of the account, including its' data, monthly payments, and contractual obligations. 

  Should you have any further questions about the account or confirming the cancellation, please respond to the ongoing email thread you have with our contract review team. 

  Have a nice evening.

  Best,

  M******

  Customer response

  01/25/2024

  
  
  Complaint: 21163665
  
  I am rejecting this response because: As a business you have never provided with the information in accordance with the California State Law concerning auto renewal contracts. You are stating that I am midway through a contract, that again I was unaware of the renewal dates, however that math doesn't even add up. If the contract renewed after 24 months and based on the dates you finally provided for me of the original contract signed by the previous owner then I am more than midway through it. You are still not addressing my main concern and now main reason for cancellation, the willfully breaking of the California State Law that was put into place starting in 2022, stating that it is unlawful to automatically renew a contract without proper notice. I never received notice, nor is there anywhere your site for providers that shows the contract dates or renewal date.  The California ARL specifically requires businesses to disclose all relevant subscription terms to customers, get consent from the customers before charging their credit cards, and provide customers with a way to easily cancel the contract. You have not done any of these things in accordance with the law. I am continuing conversations with your contract team but feel as it there is something being done on your side that is not upfront and honest. I have now had two Zoom calls, the first one where the "manager' had to search for my contract because he did not even have it on hand and the second one where I was unable to even see the "manager's" face. Also in the second Zoom meeting the gentleman introduced himself as Alex when my meeting and all correspondence about it is coming form a Marvin. When I said "I am supposed to be meeting with Marvin" he response was..Oh yeah thats my second name and I just have a faulty camera. This is all very unprofessional and the correspondence is extremely condescending. I have asked multiple times for all documentation and verbiage in regards to these contract, contract terms and exact verbiage when it relates to the transfer, all information I was never provided and still have not been provided with. 

  
  Regards,
  
  J****** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Mindbody is in business to rob people, they will tell you one thing to sign up . It's a bait and switch , I joined mindbody I was told I can cancel or change plans at anytime. Now my business is closed and I'm in litigation with my partner. I have called to called the service and they're telling me I sign a 12 month contract which I would do no such , after that I figured I could drop to the lowest monthly btw it's about 250$ because I will not be using it at all.. Their now saying I can't drop the the service package. I fuse to pay them 1 dollar.. I will have my attorney deal with this, they can send me to collections, I don't care.. I will not pay them. Please heed this warning DO NOT SIGN UP WITH THIS CO ..

  Business response

  01/17/2024

  
  
  Thank you for sharing your experience! Please accept our sincerest apologies for the undesired results that came from this. After review of the account we recognize that we have worked with our contract review team and were provided a copy of the contract terms, as well. With that, we cannot over rule the decision that has been made and have submitted the cancellation for the end of the agreed upon contract terms so that the contract will not renew. 

• Initial Complaint

  01/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I'm frustrated and angered buy Mindbody's unethical business practices, which put undo stress on small businesses. I recently called them to cancel my subscription to their software plaform, only to be informed that I was locked into a one-year contract. I was not told about that when I signed up, and if I had been, I would never have agreed to it. I would have taken my business elsewhere right then and there. Furthermore, they never provided me with an official written contract or agreement for me to sign. I escalated this issue twice, culminating in a Zoom meeting with a "Customer Success" representative, during which I explained that my small yoga studio is in danger of closing and that I need to cut costs as much as I can. Mindbody is pricey, and they did not deliver the boost in studio revenue that they advertise and did not inform me in advance that signing up with them meant a one-year contract. I was told they would review my case and that I would receive a response on January 5th. It is now January 15th, and I have heard nothing from them. In the meantime, my credit card is still being charged for their software. It is incredibly unethical to trick a small businesses into a contract without notification, particularly when they're a big business and the supposed "industry standard." While they continue to charge my credit card, I may actually end up having to close my studio and my LLC file bankruptcy before this ridiculous contract ends anyway. Since they have not responded to my "Customer Success" case as promised, they've charged my credit card again, ad it is impossible to get someone with decision-making power on the phone, I have no recourse but to take action via my credit card company and hire a lawyer. I will be doing both immediately.

  Business response

  01/16/2024

   

  Thank you for reaching out us about your contract cancellation request. 

  We have a specialized team that takes each customer's request seriously to address each unique situation and concern. The decision to cancel a contract, or reverse a previous decision to deny a contract cancellation lies solely with that team. 

  After reviewing your account and contact history, I saw that a Mindbody team member provided the decision around this request on two separate occasions, with the most recent contact not receiving a follow up. 

  You can follow up with that team by replying to the email that was sent or submitting a new support request on our website. That team is better suited to answer any questions you may have around your contract as they relate to our terms of services and provide next steps. 

  Regards,

  D****

  Customer response

  01/16/2024

  
  Complaint: 21148544
  
  I am rejecting this response because:

  I did not receive the supposed second response that Mindbody claims they sent me. I refuse to play phone and email tag or get on another Zoom call with someone who does not have the authorization to help me. I will be proceeding via a lawyer and taking this matter up with my credit card company, as well as sending a letter of complaint to the Mindbody CEO and changing the verbiage of my studio's listing on their app to detail exactly why my studio's classes are no longer available on their platform and why I will never do business with them again.

  Regards,
  
  N***** *****************
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/25/2024

  I understand your frustration with this outcome. We are unable to handle legal matters via this channel or our support system. For legal matters, and lawyer contacts, please have them email our legal team: [email protected] 

• Initial Complaint

  12/26/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  My wife and I opened a small business in April of 2023 and decided to try out MindBody. We spoke with their salesperson B**** who got us set up in May of 2023. We quickly realized we did not need their software yet as our company was still growing. We contacted Mindbody to cancel and were informed we were locked into a YEAR long contract. We stated we were not aware of this obligation and begged for a reversal, stating that we had not used the software and would not need it. We were shut down on that request and instead given two months at no cost. We decided to take this option as we felt we had no other choice. Fast forward to October 2023 and we've had to shut down our business. We've since reached out to Mindbody to explain the situation and request cancellation. Imelda with Mindbody initially rejected the first and second request. When I asked to speak to a manager, I set up a time to meet for a Zoom call. I sat on the call for 25 minutes with no one showing up from Mindbody. I was told I need to try again so I set up a second call. This time M***** actually showed up. I pleaded with him, stating the facts that we were unaware of the year long contract and that B**** had not told us about this obligation. I stated that we've paid over $1,250 this year and have NEVER used the software. Again, we have never used the software once. We immediately knew we did not need the software. M***** brushed me off. So now we've been stuck paying $209 a month since May and will continue until April 2024 for something we've never used and won't ever use. This can not be the business model that Mindbody is going for. Holding small businesses hostage. I am surprised and frustrated by the Mindbody "support." I am not asking for my money back just requesting to be let out of the ridiculous contract. I hope this is at least a warning to other small businesses out there. STAY AWAY from MINDBODY. They do not care about you.

  Business response

  01/16/2024

  Thank you for reaching out to us about your request to cancel your contract. 

  We have a specialized contract review team that takes each customer request seriously to address each unique situation and concern. 

  The decision to cancel a contract, and the ability to reverse a previously made decision around a contract, is solely held by that team. 

  I have reviewed your account and contacts with our team and see that you currently have an open ticket with our contract review team. Please do not hesitate to follow up with them with any questions, or concerns, you may have. They are better suited to address these types of requests as they relate to our contracts and terms of services.

  Thank you,

  D****

  Customer response

  01/16/2024

  
  
  Complaint: 21049717
  
  I am rejecting this response because: Yet again MindBody is no help. I do not have an open ticket. When I've tried to speak with them, they simply recite the same jargon over and over.

  D**** - You missed the entire meaning of my post and simply copy+pasted a generic response. Again this is the reason why you should not do business with MindBody. It is a company full of robots who will try to sell you on their product, then zero care for their "customers."
  
  Best regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  01/25/2024

  I would like to assure you that you are not communicating with an automated system or receiving a pre-written response.

  We have included this messaging because the decision to cancel a contract is solely within the purview of our contract review team.
  

  While I am unable to process or guarantee a cancellation, I can certainly pass along this information to the leadership team and request that someone reach out to you. I will ensure that my notes on your account and contact history with Mindbody, and information you have provided here are included in my message to them.

  Please keep an eye out for their contact. 

  Thank you,

  D****

  Customer response

  01/25/2024

  
  Complaint: 21049717
  
  I am rejecting this response because: Again not the point of my post. However, I’ll be waiting for the contact from MindBody…Again…. And they will likely spew the same rhetoric as the last three people I’ve spoken to.
  But I look forward to the contact. Please reach out to me. 
  
  Regards,
  
  A***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

*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. ↩