Business Profile

Computer Software Developers

MINDBODY Inc.

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Complaints

This profile includes complaints for MINDBODY Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

90 total complaints in the last 3 years.
38 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

Initial Complaint
Date:07/01/2025
Type:Product Issues
Status:
UnansweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of transaction:
February 2024 (contract start and payments began)

Amount paid:
$3,783.40 (from February 2024 to present)

Business commitment:
Mindbody promised a reliable booking and payment system with thorough training and ongoing support.

Nature of dispute:
Training was unhelpful and unprofessional. After downgrading, support stopped. The system has glitches including scheduling errors and payment bugs causing errors, double charges, and pending payments requiring manual capture. Merchant team often can’t find transactions until I insist. Customer service lacks system knowledge and fails to solve issues 9/10 times. Communication is poor; promised callbacks don’t happen. I unknowingly signed a two-year contract.

Has the business tried to resolve?:
I requested contract termination without penalty multiple times. They promised follow-up but never contacted me and gave wrong info like needing proof of business closure.
Customer Answer
Date: 07/28/2025
More screenshots and no reply from them. They keep sending me the same template email from multiple “specialist” And no one is willing to help me or resolve any issues
Initial Complaint
Date:06/20/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am filing this complaint due to misrepresentation and lack of transparency during the sales process for a Mindbody software subscription.

On or around April 25, 2025, I entered into an agreement with Mindbody after a sales representative, K*** ********, presented the software as a flexible, easy-to-use solution that would support the growth of my wellness spa. At no point during our call did Koni clearly disclose that the subscription was a non-cancellable 12-month contract. He focused on the features and pricing, but omitted critical information about the contract terms.

I was also promised access to features that I later discovered were either unavailable or required complex workarounds, contrary to what was presented during the sales conversation.

I contacted Mindbody to request cancellation based on these misrepresentations, but my request was denied. Instead, I was told I must pay the full contract amount through April 2026 or face collections and credit damage. This feels coercive and unethical, especially given that the agreement was made under incomplete and misleading information.

I am now being contacted for overdue fees and threatened with reporting to credit bureaus, despite having formally disputed the contract and engaged legal counsel. I believe this conduct violates fair business practices and amounts to predatory sales behavior.

I am seeking a full release from the contract, the waiver of all outstanding charges, and the assurance that no negative reports will be submitted to any credit agencies or collections firms.

?

Desired Resolution:
• Release from the contract without penalty
• Waiver of all remaining charges
• Written confirmation that no reports will be sent to credit agencies
• An acknowledgment of the misleading conduct by the sales rep, K*** ********, and a correction of internal sales practices
Business Response
Date: 06/23/2025
Thank you for your inquiry.
Contract cancellations are reviewed and processed by a single team, the Client Engagement team, at Mindbody to ensure fair and equal treatment.
With that said, I reviewed your account and contact history with the sales representative. On April 25th you were sent and agreed to an Order Confirmation that reviewed the contract dates and terms of the contract.
Mindbody will be enforcing the contract, unless otherwise stated by a member of the Client Engagement team.
Regards,
D****
Initial Complaint
Date:06/04/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
We entered into a contract with Mindbody on August 2, 2024, with assurances of smooth onboarding and software capabilities that would exceed our business needs. The system failed to function as advertised, causing significant operational disruptions, financial loss, and damage to our reputation.

Mindbody’s sales representative assured us that the company prioritized client satisfaction and would address any issues, including offering early contract termination if necessary. After seven months of countless support calls, staff training, and data migration the system remained non-functional. Key promised features were either nonexistent, malfunctioning, or improperly implemented, leading to frequent errors and administrative burdens.

Promised support was haphazard and resulted in:

- Loss of client trust, hundreds of dollars lost in refunds due to incorrect billing.
- Employee turnover from poor morale, directly attributed to Mindbody.
- Delayed facility growth and lost licensing fees for other services due to resource diversion.
- Thousands of dollars lost in staff payroll for training ($750 to have staff complete Mindbody's onboarding training program alone) and paid hours to address ongoing system issues.

Despite multiple requests, including a formal cancellation in February 2025, Mindbody continues to bill us, forcing us to accept new downgraded terms to reduce exorbitant charges for what were sold to us initially as "add-ons that can be removed at any time".

We are requesting:
- Immediate termination of any contract without further billing.
- A refund of $4,916.66 for non-functional services.
- Commitment to avoid misrepresentation in future sales.

We have compiled over 100 pages of exhibits including email records, call logs, and screenshots of system failures. If not resolved, we will pursue financial damages through legal channels.

We are escalating this issue to the BBB to protect potential consumers from Mindbody’s misleading sales practices.
Business Response
Date: 06/09/2025
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 proceeded with our alternative for downgrading despite the contract agreement being on a specific package. With that, we
cannot over rule the decision that has been made. You are always welcome to submit a cancellation request for the end of your contract term at least 30 days in advance of your contract end term to prevent the auto-renewal of the contract agreement.
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 Answer
Date: 06/10/2025

I am rejecting this response because: Mindbody references the "contract specialists" as though they are a separate governing body that has legally regarded a case presented to them and cannot be overruled. This is a tactic of distraction to further waste time and resources, exhausting clients who may not have the ability or resources to continue their complaints after receiving enough runaround. Their contracts division is simply an escalation customer support level that forces clients to sign new agreements in order to reinforce their legal case that a client has agreed to their terms in order to reduce exorbitant rates (which is extortion). I communicated about this directly when I reduced our rates from $500+/month to now close to $200/month, as we could not afford to suffer the exceptionally high costs when we use ZERO services from this company. Legally this is a case of gross misrepresentation and predatory sales tactics, and we will be proceeding accordingly. All businesses considering working with Mindbody should be made aware via all media channels possible that this is the way they behave in response to dedicated businesses implementing their software fully and finding their product unfit for the purposes sold to them. We have extensive communications explicitly demonstrating this, Mindbody has explicit recordings that will be subpoenaed proving the exact language violating the terms of the contract sold to us, and we have further organized our (currently 127 pages) of evidence as well as our own call recordings into legal exhibits to pursue escalated legal action.

Business Response
Date: 06/10/2025
Thank you for the reply, and we apologize for your
frustration. The actions we have taken on your account are all clearly outlined in our Software Terms of
Service Agreement, signed by each of our clients at point of sale. If you
believe we have violated our terms of service, we will be unable to advise you
in this matter, and will mark this issue as resolved so that you can pursue
legal action with your attorney.
Inevitably, going forward our goal is to ensure you are wholeheartedly happy with your experience with our software. Maybe we can find a resolution that would change your experience and we want to be the driver for that project utilizing our technical support team to further understand what software implications we are struggling with to get the most out of the new software package you are on.
We can arrange a technical support representative to connect and discuss if you would like, or you can submit a new ticket for our team using our support form on the website.
All the best!
Initial Complaint
Date:05/23/2025
Type:Billing Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I signed up with Mindbody after a sales call in early January 2024. During the call, there was no clear disclosure of a 12-month non-cancellable contract, and I was not given a demo of the software to evaluate its fit for my business.
The sales rep’s tone and language implied flexibility. I was under the impression that I could cancel if the system did not meet my needs — a reasonable expectation for a small business trying new software.
Shortly after signing up, I realized the platform was not a good fit. I never used any of the software’s services or features — not once.
I contacted Mindbody to cancel and offered to negotiate a fair resolution. They refused, reiterated I was locked into a 12-month contract, and declined to provide the sales call recording when asked.
I’ve since made multiple attempts to work with them professionally — including offering a reasonable buyout (25% or less of the contract) — but was repeatedly met with policy responses and no flexibility.
I have now filed a complaint with the Federal Trade Commission and am submitting this complaint to the Maine Attorney General as the agreement was not transparent, and the company’s refusal to offer a fair solution despite zero usage is both unfair and misleading.
Desired Resolution:
I am requesting either a full release from the remaining contract or a capped buyout of no more than 25% of the remaining value.
Business Response
Date: 06/09/2025
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 for alternatives to the contract agreement and were provided the explanation of the terms. While we cannot over rule this agreement, we ask that you work with our support teams on the concerns you have within the software to make the best use of our products.
Thank you!
Customer Answer
Date: 06/12/2025

I’m rejecting this response because it doesn’t address the real issue. I signed up after a brief sales call where the 12-month contract term was never clearly explained. I asked several times for proof — like a sales call recording — and they refused to provide it.
I never used the platform and reached out early asking to cancel. I even offered a fair compromise, but they just repeated the same policy options over and over. This BBB response is no different — it’s generic and dismissive, and they even spelled my name wrong.
I’m not asking for anything unreasonable. I just don’t think I should be locked into a full-year contract I didn’t fully understand, for a service I’m not using.

Regards,

J*******

Business Response
Date: 07/18/2025
Hello J*******,
As of July 14th, your account has been placed in a closed status and you will no longer receive charges for the mindbody software. An email was sent by the Mindbody billing department on that same day notifying you of the update. For any follow up questions or request, please respond to the email or reach out to the Mindbody support team.
Regards,
D****
Customer Answer
Date: 07/20/2025

I have reviewed the response made by the business in reference to complaint ID 23365512, and find that this resolution is satisfactory to me.

Regards,

J******* ******
Initial Complaint
Date:04/08/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Description of the Issue:
On November 13th, 2024, I purchased the MINDBODY booking platform based on assurances provided by sales representative Lauren Solomon. Specifically, Lauren promised me that if my lease did not go through or my business faced closure, I could cancel the subscription prior to launching with no issues. Unfortunately, my lease did indeed fall through, and my business did not proceed.
I promptly notified MINDBODY on December 2nd, 2024, to request the cancellation of my subscription. Despite this early notice, payments for $53 and $120 were still charged to my account. After these payments were disputed, Visa contacted MINDBODY regarding the matter, and MINDBODY agreed to reimburse me for these amounts.
When I later confirmed the status of my account, MINDBODY informed me that it had been closed due to nonpayment. However, they continue to insist that I owe a cancellation fee, reiterating the contract terms despite the verbal assurances I received at the time of purchase. Furthermore, when I requested documentation of the contract, MINDBODY has only provided invoices but no signed contract or proof of my agreement to the terms. The contract was never presented to me prior to payment, nor was I given an opportunity to formally review or sign it.
As a new business owner, I relied on the representative's verbal assurances, which indicated that proof of business closure would be sufficient for cancellation. I provided this proof in good faith but am now facing the burden of a cancellation fee for services I never utilized. Additionally, Visa confirmed there was communication with MINDBODY regarding my reimbursements, yet MINDBODY now denies or fails to acknowledge this.
Business Response
Date: 04/10/2025
Hello J******,

We are unable to terminate your contract through this portal.
Decisions around contracts are reviewed and processed solely by the Client Engagement team at Minbody.
Your account history states that the early termination of your contract has been denied.
Regards,
D****
Customer Answer
Date: 04/10/2025

Complaint: 23172986

I am rejecting this response because:

Regards,

J****** ******

Customer Answer
Date: 04/11/2025

Complaint: 23172986

I am rejecting this response because:
I never signed any contract. I only provided a credit card and initiated the process to set up a profile. The claims that I am bound by a contract don't make sense to me. I never used this service. How can I now be responsible for an early cancellation? I never utilized the service or opened my business. I was reassured that if my business didn’t open, or if it closed, the contract would be null and void. How am I still being held accountable?
Every time I request a copy of the contract (including from Visa), they only send an invoice. How does an invoice constitute acceptance of a contract? I have never seen the actual agreement. This is why I need to file a complaint with the Better Business Bureau (BBB) to seek support and resolution. This situation is unfair.
I notified them as soon as my lease fell through. The building lessee wasn't paying her landlord, and when I expressed my frustration, she asked me to leave and never come back. Additionally, she took some of the items I had stored there as I was preparing to move in. Clearly, she wasn't a good match for me as a landlord. Sometimes things just fall apart. As a first-time business owner, I explained all of this to MINDBODY. I even told them that I might go back to school and that I was awaiting approval. Despite knowing these details, they assured me that if I did decide to go back to school, I only needed to notify them before launching my business. I made sure to do so before the first billing date.
How can I still be locked into this contract?

Regards,

J****** ******

Business Response
Date: 04/15/2025
Hello J******,
After a thorough review of your account, our Client Engagement team has decided to deny the cancellation request and enforce the contract as per our Terms. The team reviewed contacts during the sales process and determined all questions were answered appropriately and even encouraged you to use the software as Mindbody can service at-home studios.
Regards,
D****
Customer Answer
Date: 04/22/2025

I want to clarify that my concerns are not about at-home services themselves. The issue is that the employee that sold me was aware that I was potentially returning to school and reassured me that it would be fine if the business did not open. However, this is an ongoing issue that does not go away.
At no point was a contract signed, and thereafter, each time I requested one, I was provided only an invoice. An invoice does not constitute a signed contractual agreement. When I disputed the charges with Visa, they ruled in my favor for this exact reason—an invoice does not replace a formal agreement. As a result, MINDBODY reimbursed me, and the case was overturned in my favor.
To reiterate, I do not operate a business from home, and I am in classes all day, it is impossible to run a home business. I have never opened an account with MINDBODY, nor have I done so, and canceled via email even before my MINDBODY launch date in as little as two weeks later. Given this, I simply wish to resolve this matter, close my account, and receive confirmation regarding whether my account is being sent to collections. I would appreciate your confirmation on this.
Had their employee provided the contract in advance, allowing me to review the terms before signing, this situation could have been avoided. Instead, I was repeatedly reassured over numerous calls that proceeding in this manner would be fine, as MINDBODY had done so in similar cases before. I intentionally asked her for the contract and she said it has that in their, she was very persistent and I repeated my concerns numerous times with her.
I would greatly appreciate your prompt response regarding this matter.
Best regards,
J******

Complaint: 23172986

I am rejecting this response because:

Regards,

J****** ******
Initial Complaint
Date:03/10/2025
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On 10th Jan 2025, we signed up for Mindbody Mindbody Accelerate 2.0 Bundle, based on representations that it would be suitable for our business. However, after implementation, we quickly realized that the service does not align with our operational needs and is not functional for our business model.

Despite reaching out to the support team to resolve this issue, we were informed that we are required to pay $80 per month for six months, followed by $310 per month for an additional six months, even though we are not using the service. This is unfair and unreasonable, especially since the product does not provide the promised value to our business.

Key Issues with MINDBODY’s Service:
The service was misrepresented in terms of functionality and suitability.
We attempted to work with MINDBODY support, but the solution remains unusable for our business. We escalated this to their management but we have not received any response.
They are forcing us to pay for a service that does not work for us without a fair cancellation option is not in line with ethical business practices.
Business Response
Date: 03/18/2025
We are unable to process this request through this portal.
The ability to terminate a contract is held by a single team at Mindbody to ensure thorough review and fairness to all customers.
I reviewed your account and see that your request to end the contract early was denied by our Client Engagement team, the team that conducts these reviews. The contract will be upheld based on the terms they sent in their email notifying you of this.
Regards,
D****
Initial Complaint
Date:03/06/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Date of Transaction:
-2/7/25: Phone call with a sales rep. I was offered a 2-month free trial after expressing hesitation due to using another platform. Before signing, I explicitly asked if I could cancel anytime with 30 days’ notice, and the sales rep clearly confirmed this. At no point was I informed of a 12-month non-cancelable contract, a material omission.
-2/26/25: Requested cancellation.
-2/27/25: First refusal – Mindbody required a phone call before processing the request. I responded, asserting my right to cancel in writing and pointing out the potential illegality of this barrier.
-3/4/25: Second refusal – A different rep claimed I was locked into a 12-month contract with automatic renewal, requiring 30 days' notice before renewal. This was never disclosed verbally when signing. I demanded cancellation, citing misrepresentation, lack of informed consent, unclear contract terms, and high-pressure sales tactics.
-3/5/25: Third refusal – Mindbody insisted the subscription remains and stated the case will close in 7 days.
-Money Paid to Business: 2-month free trial (2/7/25 - 4/7/25) & USD289/month starting 4/7/25 for 10 months
-Mindbody committed to provide marketing and booking service platform
-The business did not try to resolve the problem. The sales rep misrepresented cancellation flexibility, making it seem I could cancel anytime. Their refusal to honor the cancellation request and their unfair business practices have caused undue burden.
Business Response
Date: 03/06/2025
Thank you for reaching out to us.

Mindbody 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 unclear information being provided around the term agreements. While the decision lies
with our contract review team, I went ahead connected with our leadership team who will be in contact within the next 48 hours.

I have no doubt that this was considered when
reviewing the request to cancel your contract.

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 Answer
Date: 03/08/2025

Complaint: 23026478

I am rejecting this response because:
Mindbody’s
misrepresentation, unclear contract terms, and obstruction of my right to
cancel my subscription.

Key Clarifications & Timeline of My Requests:
-Misrepresentation
by Sales Representative
When
I initially spoke with Mindbody’s sales representative, I was led to
believe that I was receiving a two-month free trial.
The
sales representative explicitly assured me that I could cancel my
subscription at any time as long as I provided at least 30
days’ notice before renewal.
There
was no mention of a non-cancelable 12-month contract at any point
during the call.
-Unclear
& Misleading Contract Wording
The
contract does not explicitly state that I am locked into a 12-month
agreement without the ability to cancel early.
The
only reference to cancellation states that I must provide “at
least 30 days’ notice before renewal.” This wording logically
suggests that I can cancel anytime before renewal, provided proper
notice is given.
-Multiple
Attempts to Cancel (Obstructive Business Practices)
2/25/25-
I sent an email to payment team requesting cancellation as they reached
out to acquire business info to process my account with Mindbody. And I
was informed that they do not deal with cancellation process.
2/26/25- As another department in charge of retention marketing contacted me
request for business info, I have requested for cancellation.
2/26/25 – I submitted my cancellation request via the online system.
2/27/25 – Mindbody refused my request, stating I had to schedule a call with their Client Engagement Team. This requirement creates an unnecessary
barrier to cancellation. They also stated that my request will not
be processed until I make the call and discuss about other options.
2/27/25 – I responded in writing, stating that I am exercising my right to
cancel in writing and that requiring a phone call is an unfair
restriction.
3/4/25 – Mindbody again refused my request, claiming I was in a 12-month
locked contract, which was never disclosed to me at the time of
signing.
3/5/25 – Third refusal, stating my case would be closed despite my clear
evidence of misrepresentation.
-Mindbody’s
Response Fails to Address the Core Issue & failure to provide response
within the stated time
Mindbody's
response to the BBB and my complaints has been deliberately
vague and fails to acknowledge the clear misrepresentation and
misleading sales tactics that led to this dispute.
Their
“Contract Review Team” has not provided a clear explanation for
why I am being denied cancellation despite the contract’s vague
cancellation clause and verbal assurances from their sales team.
Formal Requests & Demands:
I
demand immediate cancellation of my contract based on the
following:
(1) Misrepresentation of cancellation terms at the time of sale,
(2) Lack of a clear 12-month lock-in clause in the contract,
(3) Intentional obstruction of my right to cancel.
I
request a written explanation from Mindbody on why they are
refusing to honor the contract’s ambiguous cancellation terms in favor of
their restrictive interpretation.
If
my cancellation is not processed immediately, I will pursue legal
action, further consumer protection complaints, and a chargeback dispute
with my credit card provider.
Mindbody indicated through BBB that they would provide a response from their leadership team within 48 hours of the email sent on March 6, 2025. That deadline has now passed, yet no response has been received.
I strongly request that BBB not close this case as it appears Mindbody is employing delay tactics through vague commitments. This raises serious concerns about their business practices and how they treat their customers.
I appreciate
BBB's continued attention to this matter and look forward to your support in
ensuring Mindbody upholds their commitments.

I expect a response within 48 hours. If Mindbody
fails to resolve this matter fairly, I will escalate my complaint to media
outlets and online consumer advocacy platforms to warn others about these
deceptive practices.

Sincerely,

J***** ***

Business Response
Date: 03/10/2025

Thank you for sharing details! 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. With that, we
cannot over rule the decision that has been made and submitted the request to speak to someone within that already existing ticket for that team.
Customer Answer
Date: 03/10/2025
I appreciate BBB facilitating communication between myself and Mindbody; however, I am deeply concerned that BBB is only forwarding messages rather than taking meaningful action to address Mindbody’s deceptive business practices. Even before escalating the complaints with BBB, I have tried my best to resolve the issue with Mindbody and they never addressed the concerns but repeating i cannot cancel the subscription. I am looking forward BBB's intervention to the case to protect consumers.

Why BBB Must Intervene Directly:
Mindbody Engaged in Misrepresentation & Deceptive Sales Practices:
Their sales representative falsely claimed that I could cancel at any time with 30 days' notice.
They never disclosed that I was locked into a non-cancelable 12-month contract.
Had this been made clear at the time of signing, I never would have agreed.
Mindbody’s Contract is Unclear and Misleading:
The contract only states that I must provide “at least 30 days’ notice before renewal,” which reasonably implies I can cancel before renewal.
There is no clear statement about a mandatory 12-month lock-in.
Mindbody is intentionally interpreting this in the strictest possible way to trap consumers.
Mindbody is Engaging in Obstructive Business Practices to Prevent Cancellation:
I made multiple attempts to cancel since February 25, 2025, yet Mindbody refused to process my request unless I completed unnecessary steps (such as scheduling calls).
Despite submitting a cancellation request in writing, they ignored it and continue to enforce their restrictive contract interpretation.
Their refusal to process my cancellation demonstrates a pattern of unfair and anti-consumer business practices.
Why BBB’s Current Approach is Inadequate:
Simply relaying messages between Mindbody and me does not address the deceptive business practices at play.
Mindbody has not provided any reasonable justification for their actions, nor have they made a good-faith effort to resolve this dispute.
Mindbody ignored their own commitment to provide response from the leadership team within 48 hours and continues to delay resolution.
Formal Request for BBB to Take Action:
I am formally requesting that BBB escalate this matter to a higher level of review and take enforcement action against Mindbody for engaging in deceptive and misleading business practices.
I would appreciate a clear response from BBB on:
-What specific actions BBB will take to investigate and hold Mindbody accountable.
-Whether Mindbody’s rating with BBB will be impacted due to their unethical and deceptive practices.
-If BBB is willing to intervene beyond just forwarding messages to secure a fair resolution.
-If BBB is unable or unwilling to take further action, please advise on the formal appeal process for escalating this complaint to a higher level of BBB intervention.

I appreciate BBB’s mission to protect consumers, and I hope to see meaningful action taken in this matter. Please confirm how BBB plans to proceed.
thank you,

sincerely,
J***** ***
Initial Complaint
Date:03/03/2025
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I attached a pdf explaining the details of my complaint and my request to withdraw from the agreement with Mindbody.
I tried to add the details here but I exceeded the number of characters. I added it below in a pdf.
I do not want to move forward with MindBody. I am asking to withdraw from the agreement due to a lack of information, and due to their deceptive ways to lure me in to the agreement.
Business Response
Date: 03/06/2025

Thank you for reaching out to us.

Mindbody 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 pressure from our sales team member and lack of information about the software and what it can do for your business. While the decision lies
with our contract review team, I went ahead submitted your request to the appropriate team so they can contact you for next steps.

I have no doubt that this situation will be considered when
reviewing the request to cancel your contract.

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 Answer
Date: 03/13/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23009876, and find that this resolution is satisfactory to me.
Hello, I just received noticed that my case is closed for my lack of response. Today, I received notice that MindBody had decided to honor my request to withdraw my agreement with MindBody. In the next few days I am told I will receive an email regarding any additional steps that may be required to complete the process. Sorry for the delay.

Regards,

L**** ******
Initial Complaint
Date:02/27/2025
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am having issues with the F45 C*** ******* location in Denver, CO. I attended "Drop-In" (One time payment) classes at this location in December, when the owner approached me informing me that I previously paid for a "Trial" Starter Pack in a previous year and never used that, so he activated it for me at no extra cost. After the starter pack ended the gym began billing me at a previously closed debit card for 84.15 BI-Weekly, starting on February 10th, I disputed this transaction because i never entered into an agreement to join their location past the starter pack and it was being billed to a card that was previously closed. Upon disputing the transaction the Franchise owner began berating my phone with offensive messaging, saying that i am being "childish." I informed him that i never entered into an agreement, he informed me that he manually added the 3 month contract to my account, which makes it appear as if i did enter into an agreement. At this point i do not even feel comfortable with this business owner knowing my address and contact information. I fully regret going to this location and i recommend others to find another F45 in town.
Business Response
Date: 03/06/2025
Thank you for sharing your experience with one of our business accounts. Please accept our sincerest apologies for how this has dampened your experience with Mindbody as well. We can see that the agreement between you and this location have been terminated in our system so you should be able to proceed with the steps to file a chargeback with your bank and proceed that route. While I understand we are the software supporting this business, we would not be responsible for transactions between the business and their consumers.
Initial Complaint
Date:02/24/2025
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
- Date of the transaction: February 4, 2025

- Amount of money you paid the business: C$210.79 per month (1 year contract, total C$2,529.48)

- What the business committed to provide you:
I signed up for the MINDBODY Business service with the understanding that I would have access to the MINDBODY Business app as part of the service package.

- What the nature of the dispute is:
After signing the contract, I specifically asked whether Booker was mandatory to use MINDBODY Business. (Because We only talked about MINDBODY while contract meeting) The sales representative told me that without using Booker, I would not be able to use MINDBODY at all. At that point, I did not realize that Booker was a separate company and assumed it was just a part of the MINDBODY business.

Interestingly, a friend of mine also inquired about MINDBODY Business with a different sales representative. This time, the sales representative told them that Booker was not mandatory to use MINDBODY. This inconsistency in the information I received compared to my friend's experience further highlights that the sales process was misleading and unclear, and I feel that I was misinformed.

- Whether or not the business has tried to resolve the problem:
I have made multiple attempts to reach out to the sales representative who signed me up, but all of my emails, phone calls were ignored. I was contacted by Client Engagement Manager who proposed offering me 3 months free. But she denied my request for a refund and cancel contract despite acknowledging the problem by offering the free months.

- If the issue involves advertising, when and where the ad was seen or heard:
I applied their site and signed up by phone with a MINDBODY employee. I was promised access to the MINDBODY Business app, but have not received it and am still being asked to pay.
Business Response
Date: 02/25/2025
Hello,
Thank you for reaching out to us regarding your contract.
Unfortunately, we are unable to process contract cancellations through this portal. The decision rests with our Client Engagement Team.
I reviewed your account and noticed that you have declined our offer of three months complimentary service and the option to switch to Mindbody. If you change your mind and would like to try using the software and get listed in the Mindbody network, please respond to the email from Imelda. They are the best point of contact for discussing your contract cancellation further or setting up some time to try to use the software and see its benefits.
We appreciate your understanding and patience. Please feel free to reach out to the Client Engagement Team directly for any further assistance.
Best regards,
*****
Customer Answer
Date: 02/25/2025

Complaint: 22978088

I am rejecting this response because:

The business has not adequately addressed the issues raised in my complaint. Despite providing evidence and explaining the misrepresentation during the sales process, MINDBODY has failed to resolve the matter by refusing my refund request. The response does not reflect an appropriate resolution to the problem, and the service I was promised was not delivered.

Regards,

S**** ***

Business Response
Date: 02/26/2025
Hello S****,
We are unable to process contract cancellation request via this portal, as the decision lies solely with our Client Engagement team.
A member from the team has reached out to you via the Mindbody support ticketing system. They will be your best point of contact for this request.
Thank you,
*****
Customer Answer
Date: 02/26/2025

Complaint: 22978088

I am rejecting this response because:
The business has not adequately addressed the issues raised in my complaint. Despite providing evidence and explaining the misrepresentation during the sales process, MINDBODY has failed to resolve the matter by refusing my refund request. The response does not reflect an appropriate resolution to the problem, and the service I was promised was not delivered.

Regards,

S**** ***

Customer Answer
Date: 02/27/2025
Dear BBB,
Mindbody has stated that "our contracts are strictly enforced", yet they have failed to provide the service promised during the sales process. Despite repeatedly trying to reach their sales team, I have been ignored and no response has been given to my numerous emails, phone calls, and text messages. Furthermore, I was informed that I would not be charged until the set-up was completed, but the payment was processed before the set-up was finished, which directly contradicts what was communicated to me.

The core of my concern lies in the fact that I was misled during the sales process regarding the features and access to the Mindbody Business app, which I have not been granted access to, despite it being promised as part of the service.

I would like to understand why Mindbody is requiring me to adhere to the contract when they have not adhered to the terms of the agreement. Additionally, considering the lack of communication and the misrepresentation of the services provided, I would like to know what steps I can take to ensure that other consumers are not subject to similar treatment.

At this point, I believe that sharing my experience publicly across multiple platforms is the best course of action to warn others about the misleading practices of Mindbody. However, I am seeking your guidance on how to proceed and if there are any formal avenues through which I can seek redress for the issues I have encountered.
Thank you.

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