MassageBook Avis 21

If you are a masseur or a masseuse, do not trust or use this company to promote yourself. My friends and I, who give professional massages, spent weeks trying to get our account set up. There were many, many glitches and it took a long time. When we finally got it set up, they decided to ban us for no reason. They literally had no reason. The most I can think of personally is I had a shirtless pic. But they could have just said take that picture down instead of banning me. If you are a serious masseur or masseuse, do not waste your time with this corrupt company

It used to be a reliable company, with responsive customer service. In the last year, none of my questions are answered; if I get any reply at all, it's that my question is being closed.
The new app has disappeared the NOTES section, which is insane. I miss the way the company was; they're not coming back.

They did an update that won’t let your clients see your availability without making an account. This has dropped booking significantly. They are not acting in the interest of the therapists and I have advised all the new therapists I know to go elsewhere. If they don’t [expediently] change the software back to allowing clients to view availability without a login, I will join the many I know who have already gone elsewhere.

Also the app is glitchy and constantly needs updated— and then is still glitchy. I could ignore that before because it was working overall, but this update has absolutely changed my experience.

Go elsewhere.

For clients to book online, they need to go through hoops to find out they have to phone. Try to cancel your membership with them!! Good luck. Customer service sucks.

I got an email from them stating 649$ in bit coin was taken from my PayPal. I called them( never heard of this place by the way) giant scam. Told me he'd sexually assault me and my husband.

Customer Service: Excellent, but would be better if it was available on the weekend. But the reps are patient, kind, and - with rare exceptions - well-versed in the workings of the software.

And thank goodness for that, because I spend about 8 hours a week in chats with them trying to figure out workarounds to make it possible to do the simple things I need to do using their very limited feature set. There are so many extremely basic problems with this software that I just don't have the time to list them all. I just got off of the second support chat today, making it 2 hours for today.

One example of these basic flaws is the character-count restrictions:
1. Character-count restrictions are not stated at the top of the text field, so you have to write something, hope it fits, and then spend time editing it when you find it's twice the allowed length.
2. When you go over the limit, the char-count info appears, but doesn't tell you if the number does or doesn't include spaces.
3. I tried with and without spaces, and even with the latter effort coming well-under the stated char-count, it wouldn't accept the text (I did try filling out the rest of the fields and saving and the char-count warning remained and it wouldn't save).
4. It turned out that the software was counting some kind of invisible characters that can exist when you copy and paste, so I had to copy and paste my text into an editor and remove the formatting, then copy and paste it again into the MB description field.
5. All of the char-counts are woefully small, leaving users to work themselves into knots trying to cram in the relevant info while also being clear. In some cases, it's simply not possible (the description fields for regular services, for example, are a mere 512 characters - that's only about 80 to 100 words).
6. There's no field specifically for restrictions. This is a pretty significant oversight, IMO.
7. The description field doesn't allow any kind of Rich Text Formatting... not even a line break! This results in an undifferentiated block of text that is difficult to parse. Such a basic feature being overlooked is astonishing to me.

As I said, this is just the most recent example of the many, many problems I've faced with this software. I think they've said, "sorry, that's not possible and there's no workaround" about 10 times, just this month.

When I've inquired as to why these basic features are not being fixed or added, I'm told they're working on a big payment processing update. Ironic, cause that's one thing that works without any issues.

** addenda **
For weeks, I've been unable to access the "Promotions" tab unless I use a private browser window. This is very annoying. It's not happening anywhere else on the site, and I've cleared my cache, browsing and download histories, and cookies, with no change. They just gave a virtual shrug of the shoulders.

Today、I had a first massage with Adrian Perez (Therapeutic Massage). My main problem was the neck pain. Adrian's methods seems to be very effective and I feel much better. His attention to the patient's needs is excellent. I will certainly recommend him to anyone. Thank you.

I went to get Thai massage from Anna’s Thai massage in Lethbridge AB. She does absolutely job I highly recommend I felt so great after I got massage from her. I definitely will go there again❤️.

Miserable service. Broken and clunky features, clients showing up for treatments they booked that never came through on my end? This platform is chaos, no one knows what they're doing and their gift certificate program is a scam. Vagaro, even Booker are much easier to navigate and technician friendly. Massagebook cost me thousands of dollars and wasted so much time.

They have my business listed as a massage place, and we certainly are not! People buy online and show up bewildered!

cannot get a refund for an appointment canceled a week ahead of time, poor website design and navigation leads to it being very easy to book incorrectly

I've been using them almost 2 years. They used to be great and have exceptional support. But I've been having issues now for months like reminders not going out, things appearing and disappearing from my calendar, slow response from the product (sometimes 30 seconds or more) for months. I have appointments that right before the session don't show as pre-paid, and when I try to check someone out, it miraculously has changed to say pre-paid, and I'm embarrassed in front of my client asking for payment. They can't fix these problems, and it's been months of trying to get them to. The answer I get is "we've been focused on our big app rollout". I had asked to speak to someone of a higher level outside of support, and they just had the same support lead contact me. I've been trying to reach their "support" for days. Usually you wait on hold for 1 min, then they roll you to voicemail. I just tried again, and it went right to voice mail. I don't know if it's a holiday or what them today. Their voice mail says they're there. But I'm working today, need support and can't get support. (just like on Friday afternoon-Monday morning every week, when their support is closed and I'm working) The last time I put in a ticket was Thursday evening, about inability to archive waivers. It's now Monday afternoon, and I haven't even received a "got it. we're working on it". Not a lot of time, except when compared against the months of trying already.

The final straw was when, a couple weeks ago, they sneakily rolled out this big intake upgrade in the middle of the night, without announcing it, or telling anyone. Even after the fact. (When I asked why they didn't tell anyone it was coming, the answer I got was something like, "they decided it might cause a panic, and result in a lot of people calling us".) So I just sat down with my coffee to check my daily calendar one morning before work and "surprise!". It might not have been so bad, if it didn't have bugs. Such as one completed field overwriting all the others, auto-intakes not going out, inability to print/archive intakes and waivers (the critical thing for me, as their system is unstable and I need that data safe), "required" fields that clients can skip... several problems.

At this point, I have an unstable calendar, reminders and intakes having problems going out, an inability to archive/save any of the new intakes, colors that randomly change on my calendar (on their end too, so it's not me), pre-paid tags not being accurate, and a host of other problems. And trying to get to their support is now almost impossible. I don't know what else to do but change systems. And, if I could copy my data off their system, I'd be doing that right now. As it is, I'm going to have to wait and see if their support gets back to me.

At this point, I spend hours a week literally double-checking everything, making sure things are working properly, and doing manual work-arounds when they don't. Every appointment, I have to start with "okay, it says they didn't pay, but let me look at the client record and compare that with the Square transaction log to see if that's accurate or not...". A system like this is supposed to save you time and add productivity. Not cost you time and reduce productivity. At this point, I feel the risk to my business is too great to continue with Massagebook, and eagerly await some response and hopefully they might be able to fix it so I can retrieve my client waivers off their system.

I've been very patient, and have allowed them literally months to address the issues I'm having, and they seem unable too. And yet, they also won't tell me they can't resolve them so I can make decisions.
I'm now left frustrated, angry, very concerned for my business stability and client impressions, and not even able to get through to their support anymore.

It has just turned into such a hell and nightmare, that I thought people should be aware before they make decisions. And since it falls on deaf ears at Massagebook, I thought I'd express my experience and opinions here.

ADDED: Today is the day after I wrote this, and as I'm trying to get my data off of them, they're now apparently completely down. As is my business. And their support phone, during business hours, rolls to voice mail.
I agree with the previous review RUN FAST.

Longtime costumer here, in many ways MB is awesome for a small business, but they need to improve their app for service providers/ owners especially after increasing membership cost. My major gripes are about app functionality:
1. Your clients can message you through MB, but their app doesn't integrate this messaging feature so it doesn't covey your client's communications. So your client's think they're messaging you directly but often those messages go unseen unless you're constantly logging in to the website to check messages (customer service says i should get email notifications but I don't. I've requested a resolution repeatedly on this issue)... no dice.
2. There's no way to connect a group of appointments together to check them out if 1 person wants to pay for several of their friends. It's very tedious to have to go through the checkout process over and over in these situations, and they're not uncommon.
Their customer service is trained to tell you they're always improving... but these issues haven't been addressed in the 4 years I've been a customer. Their response is to offer to let you be a beta tester for their new app...

I continually have problems with their booking software it does not stay synced up with my Google account so I am often double booked. When I try to get help they are extremely rude

Had a great massage really relaxing I enjoyed every minute of it My treatment was given by Megan she was really sweet I will be going back.

Honestly, 3 stars might be a bit much. I chose massagebook specifically because of the electronic SOAPs. Now, several years down the line and many issues later, I feel too entrenched to leave the site while experiencing frequent issues. While the customer service staff are kind and patient enough, it's a huge issue for me that they are closed on the weekends and seem to be running on something like a 9-5 EST schedule, as those are usually the times I have to actually address the various glitches and issues I come up against. Not to mention, they just raised their prices ($11 dollar increase for my plan) while having not actually fixed most (any!?) of the problems I and many others on the internet seem to complain about. The price increase would have been logical and even acceptable for me had I seen at least one of the many many issues routinely complained about, actually fixed. If I could go back in time, I would have chosen a different booking site to use.

So glad I left MassageBook years ago. The final straw was when they enrolled me in a program to accept payments from clients on my behalf without my consent.

They sent an announcement of the "new" program (that I was automatically enrolled in) AFTER they had already taken payment on my behalf. 🤦🏻‍♂️ The customer support experience associated with that issue was so terrible, I left.

Then, I recently (over a year and a half after cancelling) get an email from them saying "we owe you money...here's how to claim it". After requiring me to create a new account with a third-party, sync it with MB, and multiple emails later.... it turns out they DON'T owe me money. 🤦🏻‍♂️

Lot's of red flags with MB....conflict of interest, lack of communication/transparency, lack-luster features, etc. There are so many other, better services to choose from, ya'll. Please do.

Worst experience ever. The system functionality is worthless and the customer service is extremely rude. Wouldn’t recommend to anyone.

I started a free trial of massagebook in February 2019. Then I started getting emails. Lots of emails. They said "Request Received - Please Write Your Response Above the Line". I was confused. I didn't request anything. Were these emails possibly a new customer trying to book a massage? Why then were there no details about the customer or date/time of his requested appointment? I called to ask. Nobody answered. I tried again the next day. Nobody answered. I tried going through the website support. My request for assistance was noted by an autoresponder, but still no response. Then I started getting daily from a guy named Mark. I emailed Mark directly looking for answers. Got an autoresponse. "Mark is unable to respond." It suggested I try calling. I don't think there even is a "Mark." I ended my free trial, and my questions about those emails remain unanswered. I absolutely do not recommend massagebook.

First I'd like to express that overall my experience with the Massagebook platform is pretty good, it's the reason I've switched to using it in the first place. In the past I've happily used Schedulicity and FullSlate for many years, and although Massagebook offers so much more, some of the basic features are lacking for this sophisticated and robust system, maybe building a stronger baseline first? A few things are, the desktop and app don't always reflect the same information, this can be overwhelming especially if you're trying to see where in a package/series a client may be (i.e. if the client is on 1 of 3, 2 of 3 or 3 of 3 in there package). That once a person has been checked out you can no longer alter the appointment. So for instance, after I've checked them out my client says, "actually can I buy a package instead?", typically you'd want to change the appointment they've just had to reflect number 1 in their series/package but with having it locked in, I can't change it. Another issue is that their system doesn't work well for manually set appointments. I like having specific start times, this works fine for my 50 minute appointments, although with the 30 minute appointments it starts them on my approved start time, but also on half hour increments, not what I want! Hopefully these issues will be resolved soon! Lastly, I like that I can get help from real people, the staff has been generally very knowledgeable and nice, there are however a few exceptions, I had one technician drop our conversation before we were complete with discussing or issue because she said "it was the end of her day" (I'm in PST and they are in EST zone)