Find Out Why Zen Planner Online Clients Are Switching Software

What is Zen Planner?

Zen Planner is a fitness business management software. Their features manage billing, scheduling, and more. Zen Planner aims to reduce manual administrative work and increase profitability.

However, users have shared negative experiences including lack of customer support, technical bugs, and trouble canceling their subscription. Here are some of the user experiences you might want to consider.

Zen Planner customer service: Users report that Zen Planner misrepresents their own software and features

Zen Planner’s website advertises user-friendly software and business growth. But Zen Planner reviews mention constant bugs in the app and on the website. One user had trouble loading the app on their studio’s iPad. It kicked them out or shut down frequently leaving staff and members frustrated.

One gym owner with a 28-person staff couldn’t scale with Zen Planner because of daily downtime and slow loading. “Zen Planner goes down most days for one to two hours.” They’re left with “no software to run the gym. No attendance tracked and no bills processed.”

SaaS companies need to consider customer feedback to improve their product. Instead of addressing feedback, Zen Planner made excuses and cancelled customers’ subscriptions. Users were frustrated, especially after the long setup process. They felt Zen Planner over-promised.

“They misrepresent their software, then promise to get it working… you invest a significant amount of time setting it up, and more time every week doing manual workarounds waiting for a fix they never intended to make.”

One customer said the software “cannot perform most of the functions advertised.” They wasted three hours per day manually inputting workouts. Their business uses free trials to capture 100 leads per week, but Zen Planner can’t keep up. To avoid hours of manual work, they use separate software to manage client trials.

Zen Planner Reviews: Users Reported Issues with Customer Transactions

Zen Planner’s billing tool should simplify billing with payment processing and automations. However, members are often double charged. Business owners told Zen Planner staff and eventually shared negative reviews. Later, they reported that Zen Planner cancelled their accounts.

A small business owner had repeated trouble with double charges. Whenever he brought it up, Zen Planner blamed it on server issues.

Another customer said sometimes they charge students multiple times or not at all. When he contacted Zen Planner customer service, they were unhelpful and slow to respond.

Some reviewers said Zen Planner cancelled their accounts. One received notice of cancellation after refusing to delete a review.

Incorrect charges can harm your reputation. However, Zen Planner offered no solution. They “threatened a few times” and finally gave notice that they were cancelling this user’s account. He said they “dealt with this situation very unprofessionally, focusing on making me remove my review rather than fixing the real issue.”

Multiple business owners report Zen Planner won’t cancel their plan

Business management software is a big investment. If the software isn’t suitable, you should be allowed to cancel it easily.

One customer described a tedious cancellation process. “It took me three months to get them to finish my cancellation as they kept sending emails to students saying they owed because their payments failed.” This was after he’d switched to another software.

Customers were also frustrated with the 30-days’ notice policy. One small business owner potentially faced a $499 cancelation fee. Users must email support for a cancellation form, and the policy on cancellation costs isn’t clear.

Lack of Customer Service and Support

New software can be challenging. Good customer support ensures a smooth transition that doesn’t disrupt your business.

Numerous reviewers say Zen Planner’s customer service was fine when the software was working. Once they ran into trouble, customer service was unresponsive.

Many customers needed support when they first started using Zen Planner, but even with urgent issues, “their customer service becomes very slow and dismissive. They will send you to the processor and the processor will send you back to them.”

A martial arts business owner writes, “their customer service is terrible. They basically tell you there isn’t a way to do what you’re asking.” He clarifies that he asked for “things that most martial arts school owners need to do.”

One user couldn’t contact support. She says the quality of customer service has decreased. “You wait weeks for a response and then get no help anyway. I’ve continued paying even though my gym has been closed for two months. No one will bother to answer an email or call back,” she says. It seems customer service isn’t there when customers need help the most.

Wellness Living’s Customer Experience is Our Top Priority

At WellnessLiving, we go the extra mile to grasp your unique needs. Our goal is to offer a comprehensive, all-in-one management solution perfectly tailored to your evolving business needs and growth.

Just ask some of our loyal customers…

Meet Kathleen Scharf, co-owner and business development director of Elevate Sports Performance & Healthcare—a multidisciplinary wellness center, switched to WellnessLiving and noticed a difference right away, crediting our support teams with a smooth transition.

“We had a lot of questions, and the Onboarding/Customer Support teams were always up for the challenge,” Kathleen says. “They were very determined to help me figure out the best solution for my business.”

While managing a large staff and client base, we now save Kathleen a lot of time with advanced reporting, customized forms, and staff and client management tools and apps. She exclaims, “Whether you’re upgrading or switching, WellnessLiving provides the right solution to manage and grow your business. I couldn’t imagine using anything else!”

Here’s another example of how we’ve gone above and beyond:

For instance, Not only did Cristini Athletics, a family-run training and CrossFit gym, save money, but they were so impressed by the functionality and simplicity of WellnessLiving’s platform and how it surpassed what competitors had to offer.

“Thanks to WellnessLiving’s comprehensive metrics and automations, we have significantly improved our member engagement and retention strategies,” says Chris Cristini, co-owner and head coach of Cristini Athletics. “It’s the ultimate solution that eliminates the need for multiple third-party connections.”

But what truly sets WellnessLiving apart is its commitment to innovation, as Chris remarks, “WellnessLiving not only considers our suggestions but also enhances them, bringing innovative ideas to life in a new release. We’re incredibly impressed by their dedication to improving the software.”

A positive customer experience is our top priority. Book your free no-commitment demo today to see what we can do for you.

 

* Zen Planner is a trademark of Zen Planner, LLC, and is not affiliated with WellnessLiving.