Poor Customer Support
I've been in the fitness industry for 10 years and have used several studio management platforms. Momence has good bones, but a recent experience exposed serious gaps in both software reliability and customer support — and this is not the first time I've encountered issues with the platform. On the positive side: at $250/month it's priced fairly for what it offers. The software is straightforward to learn, and once you know the backend it's easy to navigate. Class booking works well for my needs, and the custom intake questions are genuinely useful for segmenting a diverse client base. As a site plugin it looks clean — though it does redirect clients to an external booking page that feels inconsistent with the rest of the site experience. Where Momence fell short was in a critical moment. A payment capture failure caused transactions to appear successful at checkout while nothing was actually collected on the studio side — yet the charges appeared on my clients' end. A failure my staff had no way of detecting. I was sent around a support loop that lacked urgency and required multiple tickets just to reach the correct departments. The issue took over a week to resolve with no proactive communication. I was contacted by 10+ different support agents with no continuity — even after ticket consolidation. Once resolved, I was advised to re-approach my clients a week later to collect payment, with no explanation of what went wrong. When I submitted a documented damage claim, the billing team responded with a fixed offer, refused escalation, and closed the conversation. For a platform whose core function is processing payments, this fell significantly short. Studio owners evaluating software should factor in how a platform handles failures — not just how it performs when things work.