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Azael M.

Contributor Level

Total Points
80

1 Review by Azael

  • MINDBODY

3/19/17

Mindbodyonline is a website designed to help people who have a service business in various fitness/health fields have access to a platform where they can build their business online.

I started with them in January and immediately decided that they weren't for me due to a scheduling error made on their behalf. What happened is that due to my availability, I asked for a weekend training session and was scheduled for the weekend to receive it. After cancelling my plans and clients to handle the training call, it was not conducted nor received.
It turns out that the mindbodyonline trainers do not work on the weekends so I lost money that day and I got a bad first impression. (Mindbodyonline trainers are staff that work for mindbodyonline that teach the users, like me, how to use the system. I am not implying that mindbodyonline trainers are personal trainers or yogi teachers etc. outside of mindbodyonline. I am simply calling their training departmtent staff "trainers")

After attempting to cancel, they gave me a free month to stay with them and let me know that refunds are not available. That left me upset as I did not want to remain with them but I took the offer anyway to give them a second chance.

After receiving their training, I noticed that it requires a lot of time to develop the business online. Its not an easy interface and has many tools and options that require tons of time to learn. This app requires a trainer that speaks to me on a call and I give access to screen share so I can receive the training.

Unfortunately, due to working in the city and being a full time trainer now and in school full time with two families, timing was an issue and it just does not fit my schedule.

I decided its not for me. I then attempted to cancel again in the beginning of the month of March, 20 days before my next payment. I received this message:

"Thank you for contacting MINDBODY®.

Our team has been experiencing a higher volume of inbound contacts, which means that we may not be able to get back to you as quickly as we would like. We appreciate your continued patience during our peak season and we have some great help resources available online. You can access detailed FAQs, video tutorials, and more, click here to get started!

All emails are saved and may be reviewed for quality assurance purposes."

I then was contacted by my trainer to schedule our final training call which I did not email back because I am no longer interested in continuing.

I did not receive any word, email, or communication on their behalf that they are going to process my request.

I then emailed them again one week and a half ago (13 days before next payment is due) to request cancellation one more time and received the same email once again. When I call them to cancel, they put me on hold for hours I do not have.

Today, I was billed by their company (early) and now I need to get my money back and contact my bank to let them know that they are not authorized to do this and possibly order a new card to cancel this subscription with them.

My experience with mindbodyonline was a disaster and I am not interested in continuing with them. Their system has many options available sure, but truthfully for someone at my level, it would be best if I hire somebody to do the software part of my business rather than doing it myself.

If you decide to do it yourself, make sure you have lots of time. I'm sure once you learn how to use the system, it could potentially be beneficial to you and I'm sure it can work for you but on my end, its just not worth my time right now.

Also, the company customer support has probably one person handling all calls. This is an exaggeration on my side because that's what it felt like due to how customer support does not communicate fast and effectively.

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