WellnessLiving

I would give this 0 stars. I can’t wait to move to another platform. They always give you the run around and try to say the issue isn’t them when it is. Plus every time you call for a simple request, they don’t know how to do it so they call or email you back, which is usually days later not even hours later. They don’t seem to understand their own software. Obviously not training staff properly. We have so many issues with them, I am 100% moving over to another platform ASAP. It makes it so hard as a business owner to deal with them. Run.

Onboarding was a painful experience. Hours upon hours spent working out kinks. They say they support you, what they do is help you upload your client list but making the system work specifically for your business is a trial and error process. You don't know that something is set incorrectly until you have a problem and its usually regarding payments from clients. I have been with them for a year and a half. I like the system and app...when it works. When it doesn't (which is fairly often), you HAVE to call customer service. They give you generic answers but don't look deeper into your business to fully understand how all the pieces fit together. I know enough now that sometimes the staff give me poor advice which may fix the problem at hand, but create another problem. Here is todays problem which cost me 3 hours on the phone! Clients create an account with wellness living. If they are members at several different gyms and the gyms all use wellness living, the client is to toggle between the businesses. Yesterday my client toggled to another business. That particular business requires clients to save their cc info in the system so it kept the client on that page and would not let her toggle back to complete a purchase inside MY business. A call was made to tech support. The advice always starts with "get a screen shot from he client". I did. It was the wrong screen shot. They asked for another one. I called the client back to get 2 more screen shots (annoying and unprofessional that I have to do this). The answer was, have client reinstall app. Reinstalling worked. Support thought they fixed the problem. I asked client to test out the toggle again and she was stuck on the other company's credit card page again. Customer service asked me to either call the other business and request them to change the cc info or have my client call the other gym to make the request. Why would another gym entertain this? I find the method of trouble shooting/problem solving to be unprofessional. Another company's business settings should never effect my business whatsoever, especially when it comes to sales being made. I only know about this one incident but I do not believe it is isolated because it is the behaviour of the system. Tech support did not seem to understand this as a serious problem. Also today, client informed me a payment did not go through several days ago. The system is set to notify me and it did not. I called customer service. We recognize I have the system set correctly. I was told it was a system error and to cancel the current recurring purchase and repurchase the product for the client to reset the system. There are several days gone by that are unaccounted for. Again, Wellness living not really seeming to understand how this is an issue. The app is not super user friendly and clients do better just signing up on their phones rather than from the links we use on the tablet at the desk. My hope is that wellness living fixes this issue with other company settings effecting clients using my business. Whatever dealings a client has with another business SHOULD NOT impact their ability to toggle back to my business whatsoever. Yes this company does not cost as much as others, the interface looks good, but the glitches are everywhere and it is not user friendly. Sometimes the staff don't even know how to correct the problem and I have the sense that Wellness Living does not genuinely care for companies that set up with them. Hope this helps. If anyone has found a better program, please reach out and let me know.

Wellness Living was easy to use as an administrator and for my clients. I had switched from Mindbody and was so so happy with the switch!

If you're just starting out with client management software, I would recommend Wellness Living 100%. However, I believe Wellness Living needs a better on-boarding system with better support for clients who are deciding to switch from similar apps and software. My company recently switched to Wellness Living from another client-management software. There were some major issues when our data was transferred leading to severe client issues. After speaking with prior reps, (all who were unable to recognize the severity of the issue) we were finally sent to Jessica Quinn. Jessica was hands down the best customer service rep I have dealt with in ANY company. She acknowledged my frustration, she was patient, she listened and she was honest when she needed more time to find a solution. Jessica went above and beyond what I would have expected from customer service teams. Not only did she rectify every issue we had, she provided us with step by step instructions and detailed report of every change she was making. This allowed us to trust the process and be able to better communicate with our clients what had happened. Prior to dealing with, Jessica, we were ready to cancel our Wellness Living subscription. Jessica's professional attitude and knowledge of your software, is what brought our trust back to wellness living. Knowing that Jessica is on the Wellness Living team, makes me comfortable with recommending this software to other fitness professionals. It truly is a great program once you get set up.

”I am a new Yoga studio, and I decided to go with WellnessLiving mainly because of the customer service I received initially. The price also played a factor, but the customer service was the deciding factor. The monthly fee is very reasonable compared to others, actually much better than others. I have been working with WellnessLiving now for almost a year, and I recommend them. My clients love the app, and I love the interface and how they are always improving and adding features. I know I may sound like a broken record, but you can not ask for a better customer service team.”

I would give this company no starts if there was an option. It is the most complicated, non-user friendly software I've used. The booking flow for clients it tedious and required many clicks that are not intuitive and often result in many calls into the clinic from Patients who can't figure out how to schedule online. I've had many issues that I report to the company and get answers like "that in unintended system error" or "let me post that to our community forum" with no resolution. I even had 2 calls scheduled with a higher level support specialist for all the issues we were having and TWICE he did not make the appointment. Today, 7/19/21, there was a system outage and the system didn't work ALL DAY. We had no idea who was coming into the Clinic, when they were coming, what their scheduled treatment was, if they had paid or not. We were unable to schedule any clients or produce any sales. Yes, we had a $0 sales day...that hasn't happened since I opened my doors 10 years ago. The best part is they blame the Amazon Web Service severs for an "unscheduled update" that caused the outage. I was so frustrated today I called Amazon Web Services who said there was no such update and the problem was on the Wellness Living system. Once I realized they not only ignore our requests for help but now are lying about their faulty system I've made the decision to leave. RUN away from this company. There are far better options available out there. Update 11/9/21: since I posted this review I was contacted by a Customer Advocate, Gregory Gorkenberg. Greg has been easy to worth with, has listened to our long list of issues and has been proactive to finding solutions to our issues. He has resolved some, advocated for others although not all were able to be resolved, stayed in contact regularly regarding others, and has been a channel to funnel new system issues and glitches. I changed my rating from a 1 to 3 stars today due to the proactive help Greg has offered. I am still not completely sold that this will be our permanent system and still continue to shop around and compare others. We continue to have many new system issues, glitches, and “unintended system errors” that make running our busy clinics tedious and difficult and would not yet recommend Wellness Living to my colleagues but I am hopeful that maybe with Greg’s help these things can be resolved and updates in the next couple of months will fix our issues and deliver on the promises made during the sales process.

Being able to book clients indefinitely in a weekly spot without having them pay is very helpful in scheduling special events for the future. It's also good to see if people have paid or not, or if there are any outstanding notes on their client file - directly on the appointment. I've had a few hiccups with the auto-renew feature on session packages, including early renewals and application of new packages to strange dates (rather than consecutive upcoming dates). However, when I brought this up to our account manager, he was very quick to get us in touch with support to solve the problem. A lot of admin has been automated (autorenewing packages, renewal reminders, etc.) The customer service has also been excellent - quick replies and helpful/friendly staff.

Amending this review. Gregory followed up with me nearly immediately after I posted this and found a solution to all of these issues. Being able to talk to someone was really helpful, and really does speak to Wellness Living's commitment to customer service. Aside from the issues we've had recently (all relating to recurring class packs, which I imagine studios rarely use - and all things their team is working on), I have nothing but positive things to say about Wellness Living. As a former Mindbody user, I've found Wellness Living to be far more user friendly, the reporting to be much easier and the company itself to be far more committed to its users. If you are reading this and considering making the switch, I would highly recommend it :) ---- I’m not sure how else to get through to your team. I’ve talked up your platform to everyone I know, and even filmed a testimonial video letting everyone know how happy I was with it, but I’m not so sure anymore. We have experienced MULTIPLE issues - payments running despite clients being suspended, classes not rolling over despite us having this option enabled, clients randomly getting shorted classes - some of which have been pending review by their developers for months. If someone is actually reading this, could you please let me know when these issues will be resolved? I’m exhausted responding to clients about this, and am frustrated that your team has no idea when these issues will be fixed.