Exercise.comReviews of exercise.com

I have been with exercise.com for 4-5 years now, and normally have great things to say about it. However, in the last 3 months I have had more issues than the first years alone. My app has not been able to play my own videos for 3 months now, so clients cannot use that part of the software. My participant waivers couldn’t get filled out due to an error for over a month which clearly is a huge legal issue I’ve had to work around on my own. My integrity as a coach that can deliver a great service is getting compromised and clients are now cancelling because they’re not getting what they’ve signed up for. And in trying to get compensated for the time the app hasn’t been working (a service which I pay for ahead of time), I’m getting told a flat no.

I have used exercise.com for over a year. Overall it’s similar to other companies. I’ve been in the coaching space for a decade. We have 2 locations and on online option as well. I wanted to get an app that could handle all of it and be white labeled. Overall they do the same as all the other apps, but their customer service is terrible. I have now had the same error happen for over 2.5 months. Screen shots and tickets to prove it. Communication is minimal, and sometimes they won’t get back to me for over a week. The fix still hasn’t happened (error with my online athletes submitting assessments) and now I have to pay another coaching app just to accept assessments. Mainly because athletes who paid us couldn’t start their training, because they couldn’t submit anything and our staff couldn’t see it. So they requested refunds, as they should. (6k total so far) I’m still left in the wind not knowing anything about the fix. I emailed continuously and at this point I’m honestly just hoping they see this review and actually help their customer.

Buyer beware. If you're running a successful gym or training business on another platform, I suggest sticking with what you've got. Learn from my mistake; "if it ain't broke, don't fix it." TLDR: exercise.com offers an all-in-one solution for managing gyms, but it falls short where it really counts. It proved to be unreliable at accounting for purchased services, which for me is an absolute deal breaker. I imagine it would be for anyone who is earning a living in the fitness space. For some background, I've been in business doing full time fitness training since 2011. I've tried a lot of software for managing appointment and class schedules. This platform is by far the worst I’ve used. My guess is they tried to squeeze too many features into an app that could do everything, so none of them really work all that well. They do a great job selling the platform, but then once you sign the dotted line, you're kind of on your own to figure it out. From the start, our very first success call with our account manager gave us exactly the same walk-through the sales team had taken us through a few days prior. I was excited to at least have access to a dedicated account manager, but unfortunately they are very difficult to schedule time with, and make zero effort to check in and ensure you are comfortable with the platform. We've run into a lot of technical issues since setting up our account, and every time we reach out to our account manager for help, I get the feeling they are annoyed that we’re bothering them. We eventually learned our way around the software with a little help from customer support, some readthroughs of their outdated help documents, and a lot of trial and error. When we signed up initially, they said it would take about 6 weeks to be up and running. It took 3 months before they delivered what they promised on their end, and another 3 months of work on our end before the platform was usable. If we were given a little more help onboarding, I’m sure we could have finished the migration in closer to 3 months, but that would still be twice as long as they promised. We've found a lot of little bugs here and there, but up until recently there was nothing we couldn’t live with. We thought we were just nitpicking until one of my gym’s popular training packages lost all of the personal training associated with it. All of the accounts that had purchased this package were working fine until a software bug changed its personal training into “unlimited open gym”. It stopped counting how many sessions were available to clients, and how many had been used. Going through each appointment one by one, we discovered that even sessions with payments applied in the past, payments that were checked out and working perfectly before, suddenly had no services that could be applied. So essentially, we’ve got over $5000 in services that our customers have paid for, and no way to know when they used the services without going back and manually counting them up and verifying purchase dates. I reached out to my account manager when I discovered the issue above. Thankfully they promptly created a help ticket, but never said a word to me about it. The person they referred me to was friendly, but offered no help, and seemingly deflected to another person who after a few days we have yet to hear from. There is absolutely no urgency on their end to help with this issue, and being that it’s directly related to payments and accounting, I would have thought they’d give it priority. I can guarantee their sales team is still hard at work closing new deals. My takeaway is the single most important thing a gym management software needs to do is reliably account for purchased services. If it can’t do that, I don’t really care what else it can do; it’s failed at its most basic function.