Complaints

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

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• 

  MINDBODY Inc.

  651 Tank Farm Rd San Luis Obispo, CA 93401-7062

• 

  MINDBODY Inc.

  2811 Airpark Drive, Suite A Santa Maria, CA 93455

• 

  MINDBODY Inc.

  4051 Broad St Ste 220 San Luis Obispo, CA 93401-8723

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:06/11/2025

  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 a small business owner who signed up for Mindbody’s highest-tier membership on March 5, 2025, after being told by their sales representative that the platform would help bring new clients to my business. I was transparent about my needs and clearly stated that acquiring new clients was my top priority. Based on the rep’s claims, I believed Mindbody would help generate business growth through marketplace exposure, app listings, and promotions.
  
  After five months of use, I received zero new clients through Mindbody, and I learned that their platform does not actually generate leads unless additional costly services are used — something the sales rep failed to mention. This is a clear case of sales misrepresentation.
  
  When I asked to cancel, they refused, citing their 12-month contract. I escalated through their internal support and contract review team, but they denied any resolution, offering only to cancel auto-renewal in 2026 or charge a full buyout.
  
  I am seeking early cancellation of the contract without penalty, or a reasonable buyout discount based on false expectations set by their sales team. I believe this falls under deceptive business practices and unfair treatment of small business owners.

  Business Response

  Date: 06/11/2025

  
  
  Thank you for sharing your experience! We are sorry to hear the results of the software being
  undesirable in your timeline. Our software has a history of truly being helpful
  for Personal Training and Fitness verticals, but we
  appreciate your candor and for giving us the opportunity to work with you on a
  win/win resolution. After review of the account we recognize that we have
  worked with our contract review team dedicated to reviewing these requests
  seriously. With that, we cannot over rule the decision that has been made and
  ask that you work with your technical support teams to get a better understanding of the features at your disposal. We
  cannot over rule the decision that has been made, but you can reply to the most recent email sent yesterday requesting cancellation for the end of the agreed upon contract terms so that the contract
  will not renew. 

  Thank you

  Customer Answer

  Date: 06/12/2025

  
  
  
  
  Complaint: 23451270
  
  
  
  I am rejecting this response because:
  
  This response ignores the core of my complaint. I was misled during the sales process, not just unhappy with results. I clearly told your sales rep that I was a small business needing help acquiring new clients, and I was told Mindbody would support that. That turned out to be false.
  I completed the training process — including three 45-minute meetings with your onboarding team — and fully set up my account. I even asked friends to book sessions and write reviews to help with visibility. But only one review showed up, and the system informed me that I would need to upgrade to an even higher plan just to receive more client reviews.
  I’m not asking for more training or support — I’m asking for accountability for misleading sales practices. I received zero new clients and no real benefit from the service. I’ve also submitted a formal complaint to the California Attorney General’s office and will continue pursuing resolution through appropriate channels.
  
  Regards,
  
  
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/18/2025

  We are not able to reverse the decision of the Client Engagement team - the sole team at Mindbody that reviews contract and approves contract cancelations. This decision lies solely with that team to ensure contract cancellation requests are reviewed and processed fairly.

  I will pass your feedback along of the sales process to the manager of the sales representative you interacted with during the sales process. In the meantime, the Client Engagement team, who you have been interacting with is the best point of contact for contract cancellations. 

  Regards

  Customer Answer

  Date: 07/20/2025

  Complaint: 23451270
  
  
  
  I am rejecting this response because:

  Mindbody is avoiding the core issue of deceptive sales practices. When I first spoke to the sales rep, I clearly stated that I wanted to sign up for the lowest-tier plan to try the service. However, I was lured into signing the highest-tier plan for a full year after being told the lower plan “wouldn’t bring me any clients.” Key details—like the mandatory 12-month commitment and the need to pay extra for basic features—were not disclosed until after payment.
  I completed all training, including multiple video calls with Mindbody specialists, and used the platform as instructed. Despite that, I received no new clients and found that many features were only available at an even higher price. I submitted my first cancellation request shortly after realizing the service would not deliver, but the company refused to cancel and has continued to charge me.
  Since they failed to act on my initial complaint, I am now requesting a full reimbursement for the most recent charge of $74.75 on July 7, 2025. Their continued billing in light of this dispute is unacceptable.

  
  
  Regards,
  
  
  
  R***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• 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:05/27/2025

  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 a new customer of Mindbody who was misled during the sales process and entered into a 12-month contract that was never clearly disclosed to me. I am formally requesting that this contract be terminated without penalty due to material omissions, misrepresentation, and the platform’s failure to meet my business needs.
  
  When I spoke with the sales representative (M*** ******), I specifically stated that I was transitioning from Glofox, a provider that uses 3-month contracts. At no point did he verbally inform me that Mindbody required a 12-month commitment with auto-renewal. I was never shown a demo of the platform, despite this being standard practice, and I made my decision based on the sales rep’s claim that Mindbody had more and better features than my current provider. That turned out to be false.
  
  After activating my account on May 1, 2025, I began onboarding and immediately encountered major limitations: incomplete Spanish translations in the branded app and dashboard, no no-show penalty system (a crucial feature), and others. These are essential functions I rely on to run my gym.
  
  I raised concerns within 10 days of activation. The onboarding specialist confirmed the platform’s shortcomings, which prompted me to email the sales rep. Instead of support, I received defensive and dismissive replies that blamed me for not asking about the contract length, even though it was never disclosed. When I escalated the issue to Mindbody Support, my request was denied outright, and the case was closed without a meaningful review of my timeline, screenshots, or concerns. I asked that the case be escalated, and that request was ignored.
  
  Given the short time since activation, the lack of clear contract disclosure, the system’s incompatibility with my business, and the dismissive treatment I received from Mindbody staff, I no longer wish to work with the company in any capacity. I am requesting immediate cancellation of the 12-month subscription agreement without penalty.

  Business Response

  Date: 06/09/2025

  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. While the decision lies
  with our contract review team, I went ahead and found an email sent to you directly from our Sales leadership team. If you could please reply to that email with dates and times that work with your calendar, they will make time to connect with you over the phone and review your concerns. 
  
  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,

  M**** 

  Customer Answer

  Date: 06/13/2025

  
  
  
  
  I am rejecting this response because:
  
  I am rejecting the business’s response because it is factually incorrect.
  Contrary to what was stated by M**** from Mindbody, I have responded promptly and consistently to all outreach efforts — including emails from their support team and from Vince Freitas, the Senior Sales Manager who contacted me on June 4. I replied to him the same day, stating my position and willingness to speak if a contract cancellation was on the table. To date, I have not received any follow-up from Vince or any other representative from Mindbody regarding this matter.
  I have email records to prove that I responded to every message in a timely and respectful manner. The lack of follow-up is entirely on Mindbody’s side, not mine.
  At this point, I respectfully request that this complaint be escalated within Mindbody to their Legal or Contracts Department, as the sales team and support representatives have failed to properly address or acknowledge the key points of my dispute:
  I was not verbally informed of the 12-month contract at the time of sale
  I raised concerns and requested cancellation within 10 days of activation
  The platform lacks key features that are essential to my operations
  I have been consistently dismissed and blamed instead of receiving proper support
  I was charged $450 on June 1 despite requesting early cancellation in good faith
  I continue to request that my 12-month contract be terminated without penalty, and that the June 1 charge be reversed due to the unresolved nature of this dispute.
  I am committed to resolving this issue professionally, but I expect honesty and follow-through from the company. Please keep this case open and request a response from Mindbody’s Legal or Contract Resolution Team. 
  Sincerely,
  M****** *****
  IBURN55 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  Business Response

  Date: 07/18/2025

   

  Thank you for your email. 

  The decision was made to uphold the contract for your account. This decision is solely made by our Client Engagement team to ensure fair and equal treatment of contract enforcement. 

  The terms around the 12-month contract were included in your checkout email upon purchasing the mindbody software. I have reached out to Vince that you have emailed and are looking for a response. He did offer to schedule a call and talk through the decision and its outcome. 

  Regards,

  Customer Answer

  Date: 07/20/2025

  
  
  
  
  I am rejecting this response because:
  
  This reply does not address the core issue that I have raised repeatedly: at no point during the sales process was I ever verbally informed of a 12-month contract with automatic renewal. I stated clearly to the sales representative that I was coming from a provider (Glofox) that uses 3-month agreements, and that critical term was never disclosed.
  Since raising my concerns within the first 10 days of activation, I have followed every proper step: I contacted sales, support, and even Vince, a Senior Manager, to request cancellation. I replied to Vince on June 4 the same day he reached out, and never received a response. Only after I filed again with BBB and the Florida Attorney General did I hear back — weeks later.
  I have been charged in June and July for a service I asked to cancel in good faith. The lack of communication, evasive answers, and dismissive tone from Mindbody have been unacceptable. I have done everything correctly and professionally on my side; on Mindbody’s side I have received no meaningful review, no ownership of the omission, and no escalation to someone with real authority to resolve this.
  I again request:
  Immediate cancellation of the contract that was never properly disclosed,
  A full refund of all charges already taken,
  A review by a director or someone with authority, not just client engagement.
  This situation has been handled in a way that no customer deserves, and I will continue pursuing this through all available regulatory channels if a proper resolution is not provided.
  
  
  
  Regards,
  
  
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• 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**** ******