Zen PlannerReviews of zenplanner.com

The system has some good features but customer service is the worst of any company I’ve ever dealt with. We have had our main gym with them for 5 years. We started a 2nd account for another part of our business about 12 months ago. Due to zenplanner having a basic booking system we needed to move that part of our business to a better system. Once we put our cancellation notice in zenplanner stopped processing all debits because when our 2nd account was set up by them they didn’t go through the process of setting up the payment processing system properly. It has now been 4 weeks, I have re sent all documents again and they are still holding our debits. When I asked why debits were allowed to run for 12 months without being set up properly, my requests have been ignored over and over again. It seems that they were happy to run while we were a member, as soon as we cancel then everything is a problem. If they don’t sort this out soon I’ll be taking my other account away as well

1 star is too generous. Despite 4 years of being a loyal customer, eventually enough was enough, and the terrible support staff and roll out of new features was killing our business. After cancelling, they continued billing us for 3 months without our consent. Go elsewhere, and save your business.

Absolutely horrible customer service! I keep getting transferred between Zenplanner, Gaines, and Cardpointe...just to try and get a PCI compliance scan done and none of them help me. They just transfer me back to another party. I have literally spent the last 3 days trying to get someone to help me and I just keep getting passed off to someone else. I will be canceling Zenplanner. If you value your mental sanity do not use Zen Planner. If there was lower than one star I would pick it.

I have used Zen Planner for five years. My customers absolutely hated it. The interface is confusing and non-sensical, and customer support can do very little to help. I would not recommend Zen Planner to anyone. Additionally, they told me I had thirty days from the date of submitting my cancellation request to download my data from my account, but they blocked my access after only two weeks and refuse to open it again unless I pay for an additional month of service (which I do not need). Terrible company!

Okay, I so FINALLY get an email from someone at ZP promising to fix my problem. I get on her electronic calendar to schedule a meeting for today at 2:30pm - AND SHE DOESN'T SHOW UP FOR HER OWN MEETING. These people have access to my member database and my bank account. Rather frightening thought, huh?

Decent software, not the best. Live support is very nice, but most of the time they don't have authority to do anything else that start a ticket. Than you wait 48 hours for an answer and they reply that the problem was fixed, but it still exist. If you try to leave them they really become spiteful. Last month I noticed That ZenPlanner stopped billing all my students. I called them and they blamed it on their CC provider PaySimple. I called PaySimple and they said everything is good on their end. I called the ZenPlanner and the ticket was created. After 48 hours I've got a response that the problem was fixed, It wasn't. So back to to the email and the phone calls for another two weeks. Nothing gets solved. Finally I made a decision to go with another software and billing provider. I requested my database export. They said it would cost $199 for a basic database export and I said ok. 3 days later I followed up to find out that they are waiting for the payment to fully go through. 5 days later they told me it was emailed to me, but I received no email. On the 6th, 7th, 8th and 9th day my emails were ignored and phone calls led to nothing. Still don't have my database export, that I paid for and wasn't able to bill my students for 6 weeks now. Had to pay the rent and the bills out of my pocket. As I said, nice people work there and they will treat you with respect, but not much is being done when you need them most. They couldn't care less if your business is collapsing because of their negligence. Don't sign up with ZenPlanner. Go with GymDesk. No phone support, because they are in Tokyo, Japan, but they answer emails quickly and solve problems. Integrated website is included. All for $75/month.

I am a former member of a gym that was using Zen Planner (ZP). Seemed like a cool way to track my membership at the time. The problem started when the gym location I frequented ceased providing services. The next nearest location was in another state but I received information from other members they were still getting billed. I attempted to get ahead of the situation so, I contacted ZP asking how I can terminate. The service rep could not tell me how I could document my desire to terminate my membership definitively. The rep stated (no less than 8x) "You need to contact the business owner," ZP rep was not able to provide assistance. This means that as a member if your gym is asking you to use ZP, you'll be at the mercy of the gym owner to terminate the contract. ZP might make sense for gym owners but if you're a member I'd do everything in my power to steer clear of having to go through this app again.

We've been running a CrossFit gym since 2009 and have used Zen Planner for many years. We recently sold our business and no longer had use for the software. We contacted support to cancel our subscription and fill out the appropriate form. We also understood that there was a 30 day cancellation period. Zen Planner continue to charge our CC on a monthly basis like nothing has happened?! We have contacted support multiple times via email to request a refund for the additional charges but as yet, there's been zero response Thank God our CC is expiring in a month I would not recommend this software :(