Overpriced, underwhelming and terrible customer service
I had a very disappointing experience with Momence after using the platform for several years. Throughout that time, many reasonable feature requests were repeatedly ignored — even when similar functionality already existed elsewhere on the platform. For a product at this price point, it felt expensive without being particularly comprehensive or innovative. Many of my customers complained about the lacking functionalities (simple things like being able to share their Joint Membership themselves), the customer and business app regularly crashes, I even had a couple of experiences where entire days went by without people being able to book classes! The refunded me some money once for this, but who knows what damage that did to my future potential bookings. The constant upselling was frustrating. A prime example is their current AI Inbox, priced at $399 per month on top of an existing subscription. It’s reportedly built in-house, yet performs significantly worse than tools like Superhuman, or even ChatGPT or Gemini. They don’t even use their own AI product on their own website, which makes it hard to trust it for my business. Spotfiller was another frustrating feature that came at a premium ($49 extra per month), but it was so labour-intensive to set up (you had to set times for every single individual class, so customers didn't receive messages in the middle of the night) it seriously would have been quicker for me to monitor classes and ping emails out to my CRM. However, the biggest issue by far was customer communication. When replies did eventually come back, I often dealt with people who didn’t understand my requests — and these were not complex or high-tech issues. Ultimately I (tried!) to leave the platform. it took over three months for anyone to acknowledge it. They charge far too much, under-deliver on value, and do not look after their clients. I know several studios who have also decided to leave for other platforms. I don’t mind paying more when the value is there, but after several years, I was seriously underwhelmed.