We were customer of MINDBODY for over 2 years. On 11th of January I looked at switching due to the incompatibility of the services I was paying for with multiple devices (Marketing Suite does not work on iPad Pro / iPhone) and the rising costs of transaction fees. Having contacted our account executive with MINDBODY and asked “ I’m looking at changing software providers and I just want to know where we stand with MINDBODY or what we need to do to switch.”In response, I was told: “ should you choose to switch providers you’ll need to make this request via support. They’ll be able to explain the process, help you with data export questions, and process the cancellation.”On the back of this, we switched our customers over to Wodify (great service - highly recommend to any new businesses in the fitness space!) and contacted MINDBODY support to process the cancellation (as we were instructed). The next representative I contacted advised me that she would not process the cancellation as we were under contract until September (despite already checking the steps with our account executive).I have since dealt with multiple layers on management, culminating in a call with Jason P, their customer success manager for EMEA. Although he agreed that the information I was given was unclear, and that they would review their processes, they still have decided to leave us pay for this useless service until September. I would advise any small fitness business to stay away from MINDBODY. The service is not worth the money they charge for it.
