Jon
Late last year
Late last year, we made the decision to switch to Momence, hoping for improved tools and services. Unfortunately, from implementation to present, the experience has been deeply disappointing. Several key aspects of implementation were left incomplete, requiring escalation. When concerns were raised, the CEO was dismissive, defensive, and demonstrated a clear lack of concern. The support team routinely allows urgent tickets to go unanswered for days—even weeks—only to later admit the request was placed in an unmanaged queue. Although they promote fast, responsive support via chat, the reality is far from that. The chat agents often struggle to answer even the most basic questions about the platform, leading to further delays and frustration. Don’t be misled by the sleek design of the app. Switching to Momence was a costly mistake for our business. I strongly advise others to consider alternative vendors who take support and service seriously.
Response from momence.comJun 2, 2025
Hi Jon, Thank you for sharing your candid feedback. We are truly sorry to hear that your experience with Momence has fallen short of expectations. We take concerns like yours very seriously, as they highlight important areas where we must improve. We sincerely apologize for the incomplete aspects of your implementation and the delays you experienced with support. This is not the level of service we strive to deliver, and we regret that your concerns were not handled with the care and urgency they deserved. Your comments about chat support, ticket management, and communication have been noted, and we are actively working to address these gaps. We value all customer feedback — especially when it points out where we can do better — and we are committed to improving the reliability and responsiveness of our support processes. If you are open to it, we would appreciate the opportunity to connect directly and better understand how we can make things right. Please feel free to reach out to [email protected] so we can discuss your experience further. Thank you again for taking the time to share your experience with us. We wish you and your business the very best. Momence Communications