MINDBODYReviews 79

I've worked with Mindbody for 6 months now and have lost so much money. I pay outrageous amounts each month for a software that isn't compatible with safari browser. Most people have iPhones now and use macbook's but unless you walk through each client, new riders and all that you have to clear your cookies, Mindbody freezes up and the page goes white so new clients cannot create an account, therefore goes to another studio where they can create an account. I get so many complaints that they cannot create accounts, it's horrible. When you call customer service they just apologize and state they will be doing updates in the future, this has been going on for 6 months. And now that im stuck into a contract with them, I have to wait until August to leave. Never use this software, it's such a headache.

I have never been so disappointed by a product and now I'm trapped in a year-long contract. User interface is atrocious, customer service is mostly non-existent, and everything is completely disorganized.

I am simply trying to change my email and name associated with my mind-body account so that I can login and use the app for the yoga studios where I practice.

We have been trying to resolve this issue now for over three weeks. The mind-body people are no help whatsoever.

I actually had one person tell me she couldn't help me any further because her shift was ending and that she would be happy to put me back on hold to wait for another representative.

When I asked to speak to a supervisor, she indicated that there was no supervisor that would be willing to talk to me.

This is absolutely ridiculous.

I would've given them a "no star"rating. But you can't submit this review without at least giving one star.

Be careful with the app not updating your credit refunds or your new credit purchases. Cheating you out of 1 or 2 credits over a while adds up!

And the phone number listed on google will send you around In Circles. Non existent customer service except via email which even that is questionable.

Terrible customer service, constant malfunctions across every part of the program, causing small businesses constant lapses in sales. When you call for technical support one out of every five times you will end up teaching the support representative how to do their job, rather than receive help yourself. They never compensate for their lack of functioning service. Truly awful to work with a company such as this during such an awful year for small business in general.

I have been using mindbody as an employee for years at various different jobs. My current job as a manager of a private gym has required me to call Mindbody for assistance several times for several different reasons.

I have NEVER received better assistance than Amalia just gave me. Not only did she take her time to actually understand the issues I was experiencing, but she answered every single question I had about why it occurred and how to prevent it from happening again. She went above and beyond by finding SEVERAL solutions, not just the easiest or most obvious.

She clearly has an incredible understanding of the program and is very confident discussing it with me as the client. I'm seriously stunned. I've been working in the customer service world for almost 8 years and this was the most impressive interaction I've had with an agent ever.

Amalia, if you read this, thank you again for being so incredibly helpful and kind. These issues were things that were brushed aside or ignored by other agents so your help has been such a relief. I only hope to have you as my agent the next time an issue arises.

I have just signed up for a class with a company using Mind Body. It was without doubt the worst on line customer experience I have ever experienced. 4 emails and a phone call were required to successfully register and book a class. Don't just focus on how it is for you. Remember most customers won't persevere through this sort of experience - I really wanted this class but would have gone elsewhere if it had been available any other route.

Upon cancelling my MINDBODY business account I found out that they have been authorised refunds to fake credit cards (during a global pandemic when no businesses are operating here in the UK) for purchases that were not even legitimate or paid for purchasing. This then triggered a number of charge back fees from the payment processing company Paysafe, which they kept from me until 2 days' before my account was closed, to make it tricky if I wanted to try and investigate the extent of fraud going on. Definitely avoid, and if you haven't already, run reports in your payment processing software for charges as they do a good job of keeping all this under your radar as long as possible. I guess it is in their interest to do this, but really no regard for their customers - evident in their fob off emails and lack of return phone calls they state they will make once they have a chance to find out more info (never!). Pic of one of my fake new clients who made a purchase (doesn't show in MB), got a refund and generated one of many chargeback fees.

Even tho mindbody caters to mostly spas and salons and gyms and we are Shut down due to covid. They offer no discounts in their services. They don't care that their clients are going out of business they just want you paying the bill. Very unintuitive platform, always has glitches and if you spend the big bucks and have frederick and bowtie (over $500) they just fill you with overlaps. Text from multiple places, worse platform ever and I have researched a ton. I am stuck with them since its too complicated to switch over to another.

They refused to downgrade our account or offer a refund after 5 months of pleading with our account manager and customer service reps. Only when denying my refund request did they give me the information I needed. They denied my request because of 1 email we didn't respond to, in spite of the 12 phone calls and countless hours trying to save money to save our studio. That was how we were treated to stay a client. Absolutely the worst.

I continue to be flabbergasted at how horrible, user unfriendly and buggy mind body is after having been a user for 15 years now. If given the choice, I'd never use this software. There are so many better ones out there now. It's incredibly slow, so slow that I wonder if they have any kind of quality assurance team. It won't let me log in as an instructor because it claims I'm logged in on the browser at another studio, except for when I go to that studios MBO page, I'm logged out. So I literally can't update my schedule at one studio because it just won't let me login. I'm honestly amazed that with how incredibly poor their product is, that they're still even in business. Did I mention it's ridiculously expensive?

Awful company and system. I have been a customer of mindbody for 4 years now and their level of customer service has got worse and worse and their prices have only increased.

Honestly, we've had nothing but problems E. G- clients not being able to book on, clients being added to classes without being asked for payment, classes not appearing, people jumping the waitlist, I could go on...

From our experience, they do not look after their customers. For example- during covid lockdown they provided no support. Even though the studios were forced to close we were still charged in full. When their app was down and none of our clients could book onto our classes we were still charged in full and we were told that "it will be fixed when its fixed- we can't provide a time scale for this issue.

Each time we call up and try to speak with somebody to help us through something else that is not working correctly, we are given different information that causes more and more problems. It's as if nobody really knows what they are doing (theres no complaints department either). The only reason why we haven't moved onto another provider thus far is because it isn't possible to export all the client data (unless you pay an extortionate amount to upgrade first).

Another issue today means that we have now decided to bite the bullet to move to another company that respects their customers. Staying with MindBody has affected our business in many way therefore I DO NOT recommend this company and I know I'm not the only one.

If you haven't already been tricked into a plan with them, RUN! Once you are on their platform, they make it almost impossible to leave without losing all your clients information. Lets say you don't want to leave but have an issue, I hope you are an IT genius, because it typically takes over a week to resolve any issues, if at all. Their system was charging clients multiple times, but the charges wouldn't go through, ending up with hundreds of dollars living in purgatory from my clients banks. Imagine telling your clients you are sorry one month, and then it happens again. I waited over an hour to get a hold of someone (who was actually very nice... once I was finally on the phone). They said they resolved the issue, but then it happened again. When I had to contact them for the third time about when I would see resolution, they told me that "open cases don't have deadlines, and they would fix it when they could". NEVER IN MY LIFE would I imagine treating a customer like that. Their rates are astronomical, and you cant do anything with their basic membership. Once you are in the system they make "updates" and start charging you for things that were once included in your membership.

RUN AWAY FROM THEM. ZEN PLANNER, or any other company would be a better option.

Omg so I have been in business for 10 years and 2 years ago I decided to try MINDBODY I mean so many yoga studio use them right? Got to be good? Wrong what a waste if money, time and loss of clients to this terrible program. There base program works on a very old system so there always having to add new features to it and they need staff over the phone to try and help you set up basic systems because it's so out dated. 99% of the features they have added in the maze is unnecessary. The orange app is not useful at all in fact it advertises a lot of other styles of services and your competitors which actually can dangle the carrot and force them to try other studios which they do. It ended up cost $500 AUD a month ridiculous! I thought jumping on to this company I would grow unfortunately I didn't. People open your eyes there are so many better options out there. Research them. Oh now I get t sit back abc have a little laugh and happy I left MINDBODY before Zoom Live online started omg the horror stories... the programmers could not even get this right and the studio owners or teaches have to email the zoom link to every client on every class. What a waste of time no automation at all. I moved to punchpass $89 a month that's it and you guessed it all the same fetchers easier to use no need to contact phone support because it's uncomplicated and so easier to use. The clients love it too the zoom link is automated sinked to both punchpass, zoom and clients automatically emails. Enough said.

I've been a client for 7 years At mindbody. For the last two months I have sent in excess of 10 emails and phone calls to speak to a manager to correct the billing error and not one has been returned. I have been overcharged by $400 and can't talk to anyone to correct it. I have been trying to pay the correct amount but they won't reduce it without speaking to a manager. I keep escalating and no one calls. Now they have threatened to cut off my site if I don't pay in full. All automated of course, never a live person so I can explain what is happening.

They keep over charging me month after month for a service called Bowtie that I cancelled months ago (March 17 to be exact with my account manager who explained one month of notice was required but due to covid that one month billing would be waived).

I have called customer service who tell me to call my account manager Rebecca who won't return any calls or emails. She recently replaced my old account manager Adam who was the person who told me the billing had been removed from my profile. I tried Rebecca's manager Michael Underwood and he too doesn't reply with email or phone.

It's theft to charge me double every month and to allow me no way to correct it and if I don't pay In full they delete my site and access to my entire business. I'm beyond upset and disappointed in this company's management.

We had to put our site on freeze for a couple of months during Covid19 and after asking the reinstate the site they wanted to charge us a higher premium. I was fighting for 11 days and tomorrow is the first day we could open our gym but we can't as they hold us hostage. We could not call clients to take bookings nor schedule any classes. The whole platform is clumsy anyway but if you want to leave all together they make you pay a leaving fee of $500.
I am so pissed off. I would never write a bad review but this really got to me and people should know about it.
If it would be my business, I would fall over myself to do the right thing for my customers but they literally stabbed us.
Find a better solution for your business.
Best wishes

It's such a shame - as the software has amazing capabilities BUT they have the WORST SERVICE EVER & EVERYONE that uses them know this PLUS their merchant fees - they try to let you know they're low & they're HIGHER THAN ANYONE ELSE around. My friend uses square & we compared & my Mindbody fees were $3000 to their $1000 - THREE TIMES MORE. I CANNOT wait to get off Mindbody. They NEVER answer their phones & give wait times of 5 hrs UP TO 5 DAYS - NO JOKE - even though it is a joke AND their answering machine initially says "committed to amazing customer service" - THEY NEED A BUSINESS COACH & TOTAL REVAMPING OR FOR SURE THEY WILL NOT BE AROUND MUCH LONGER :(

Despite being a loyal member for 2 years Mindbody offered no flexibility during COVID - 1 month free, nothing more. They charge a significant amount for very limited and buggy software, claiming that it costs them $50/month just to store your data. Better systems exist for a better price.

Additionally, my Account Manager Austin would harass my phone whenever they had a deal or needed something from me but did not respond to a single request for help. I run a few classes and manage my private clients on Mindbody and chose the software to appear professional. When you consider the number of fees charged its absolutely not worth it. If you're a small business/studio/personal trainer don't use Mindbody, it will eat up all of your margins and isn't built for smaller clients.

Mind Body is a powerful piece of software, but hampered by random, strange glitches. It can do a great deal, more indeed than any other offering I know of on the market but it does it imperfectly unfortunately. An example is that over the years many of our customers have been double charged because of some kind of communication error with their merchant partner Ezidebit, something that has cost us countless lost hours and loss of reputation with our customers. Just when it seems to be fixed, it happens again. Ezidebit are the only merchant that Mindbody partner with in Australia and they are a company with little interest in offering any service other than the absolute minimum. One other major flaw is that Mindbody partnered with Ezidebit offer no refund capability (whereas they do partnered with other merchants in other countries) which leads to a great deal of time and money (in fees) being lost in manually processing refunds via electronic transfers through our other banking options. It does not help that Ezidebit have no competition - the customer cannot go with anyone else unless they ditch Mindbody altogether which is a massive, costly thing to do. Knowing this makes Ezidebit seemingly quite happy to do very little for the customer.

Mindbody has seen little development over the years with reporting that makes accounting incredibly difficult (and some just plain broken, exporting files in the wrong format) and no improvement at all in this part of their offering. Lots of time is spent (wasted really) in merging data in excel to try and get meaningful, useful reports when all of this data exists within Mindbody and, with the ability to customise reports even a little bit, would be totally unnecessary.
Other relatively minor, but persistent, bugs are customer names being replaced with the wrong name or the strange way it splits payments across items in a transaction (again making accounting awkward). I really don't think they consulted accountants in developing this side of things given how difficult it is to get the basic data required.
What development there has been was just fairly minor tweaks, sometimes with no improvement e.g. attempting to improve the client search functionality, and launching a test version for awhile, only to then abandon it as it was not an improvement at all and was slower than the older version. They did enhance the checkout system so that appointments could be checked out more seamlessly but I wouldn't call it a massive improvement.
To their credit they did jump fairly quickly to develop a streaming service for classes when the COVID crisis hit, but to their discredit it was not good enough to actually use when there are very solid offerings around.
Anyone considering signing up with Mind Body really needs to do their due diligence and make sure that it is the best option for them. As others have mentioned they are expensive but what they offer might well be unique. As long as you can cope with the bugs and time wasting idiosyncrasies.