Gary S.'s review of MINDBODY Inc.

MINDBODY Inc.

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Complaint Posted 5/28/2015
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If you have problems, you will continue to have problems
We switched to MB 9 months ago. Customer complaints about setting appts online went up. The interface for doing so is not intuitive and so confuses our customers. The ONE thing we need from our service is to help set appts and present a easy, friendly face for our clients. You will not get this from this company. Tech support is helpful but there is only so much they can do when the underlying program is flawed. This is a know best company. They give you the reports they think you need for your company there is no option to create your own. They hold conferences on how to run your business, after seeing the performance of their product, I have to say they got big brass ones. Spend some time on the forums and you will see scores of issues coming up daily, resolution of them seem non existent and have been very low in my experience. I really had high hopes for this company but almost from the start it was disappointing. A few other things to note. They stick you with their CC merchant Wells Fargo Bank. One of the worst out there. WFB will stick you with every fee they can and lock you into long contracts. MB says they don't but when you read the LOOOONG agreement you will see they have a termination fee and also refer to a master agreement that is not given to you. It may be true that you are month to month this, but for a supposed cutting edge company kick MB to go with a dinosaur like WFB makes you wonder. So if you don't want to use WFB you will lose out on a lot of retail/online pay options they offer. I had WFB in another business and will never do business with their merchant service again. And BTW don't believe the MB reps, they don't know what is in the contract. Here's another one for you. I need to to set up recurring breaks through out the day . To do so you will create one break for an ongoing period, let's say a year. Well if you need to change one of these times for a certain day, you cannot, you would have to delete this break for the whole time and recreate it. The other option is to create all your breaks separately for each day. Evidently this is an unsurmountable issue as they have not addressed it and it goes into he pile of suggestions. But in the meantime , this impacts you and how well you can run your business using their program. They also have an app called Mindbody Connect that your patients can download to set appts, unfortunately it also carries all other companies in the area that also use MB. So as your patient is looking for your business, they can easily see your competition. MB's response? Well may be you'd pick up some business that way.... Shows the MB mindset, as long as it stays in their universe it's all good. The Express app is what owners/providers would use to check schedules, this app is pretty good and does what it is supposed to. In speaking to tech support though, the SW is not optimized for mobile so unless you spend more each month to get widgets and have you website optimized, your patients will not have a very good experience. That's what $80 bucks a month gets you. Also you will be automatically included in one of their money making partnerships called SpaFinder, but you won't be told about it. People may call you asking about redeeming one these vouchers and you will sound clueless until you do some research and call MB, where they will explain how you can accept these minus a fee. You can opt out but they don't tell you up front. Hey am I frustrated with these guys, yes. Will going elsewhere be a better experience? Maybe/maybe not. I've found all companies are going to have issues. We ran across another MB user in our area and I asked her if she liked the software. Using it for 5 years but no not really. Things never get resolved. I understand this is a wonderful company to work for, maybe, not so if you are a paying customer though. Management needs to suck in their ego and focus on user issues. They hypocritically use the Zen Enso symbol in their logo. What a joke, it's all money and marketshare to them. The reporting options the program does says it all. Want to print out a report of the clients visit history and notes? Not going to happen. Plenty of reports showing how much in services and by who. Useless stuff for any provider who is more concerned about patient care.
 
 
 
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Additional Business Information
Hours   Phone   (877) 755-4279 Address   4051 Broad Street, Suite 220
San Luis Obispo, CA 93401
Website   Email   reviews@mindbodyonline.com
Contact   Simmons Other  
 
 
 
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