Abysmal
Abysmal - Run run run I've used Momence for 15 months. A copy-paste of my feedback upon cancelling: "The company has clearly spent more money investing in AI bots passed off to be real people (we can tell) to deal with its customers (less efficiently) than actually sorting out bugs in the software. The customer service is truly appalling, but you already know that from your Trust Pilot reviews (the real ones, not the bots). I have been charged for marketing and sequencing software add ons which have not worked. The basic premise of Meta integration has failed for me, so the sequences are also useless to me if I don’t have automatic lead integration. I’ve had to continue using an external provider for the marketing sequences to avoid infracting GDPR laws. When I asked for a refund while you are sorting out the Meta integration bugs, that was declined. I have thus used your marketing and sequence software as an almost 200$ a month glorified post it system. I’ve lost leads accordingly. After you double charged me for the marketing suite, I still haven’t received my reimbursement. You falsely advertised your marketing pack as 100$ a month making it understood that it would include the sequences. Logical - that’s what a marketing pack should do. When I found out that it was just for a CRM straight out of 2015 that won’t update automatically (and has bugs with the Meta integration), I wanted to scream. The 75$ upsell afterwards to set up sequences was truly insulting, and if I had the time or energy to audit it, I would be willing to bet it’s verging on illegal under European consumer law. The account creations are too complicated. No one in their right mind wants to create an account for a software with a random yoga studio pr gym and enter their email address twice, password twice, and who knows what else. It’s not 2010 anymore. I signalled this to you a year ago and nothing has been done. I’ve been reduced to using a Stripe link to close sales as I was losing them with you. There is no communication within your teams between the tickets and the “feedback”. Tickets are feedback and that you would think differently shows how ridiculous your company is. You expect your clients to do double the work whilst still shelling out a fortune to you. Your AI should be able to do this for you but it’s yet another thing that has been set up in a substandard manner. The cherry on the cake is that some my clients are no longer even receiving the automatic emails with their Zoom links. My tickets have been endless, and practically none of them have been dealt with satisfactorily. Not a reply when half of the answers are AI bots passed off as humans (and not just when you say it’s your bot Fin). I don’t have the patience nor the energy to submit another ticket for this last issue. The one time I got an immediate answer from your support was when I asked for my contract which had conveniently disappeared from the contact window when my engagement period was over. The response was asking me why I wanted my contract. This is case study pushing your clients too far and then being surprised when they jump ship. Your competition knows this and every single competitor I’ve spoken to is negotiating hard to get my business when you’re refusing to reimburse me for a suite that doesn’t work. My savings on fixed fees will amount to over 200$ a month (50% of what you’re charging) and the commissions everywhere else are better. All of this for better software and better customer support." --- Their response: "I'df also want to sincerely apologize for the experience you have had with Momence. It is clear from your message that we have fallen short of your expectations in several critical areas, from the Meta integration and email delivery issues to our customer support and account creation process. I can certainly understand your frustration, especially regarding the technical issues and the feeling that your feedback hasn't been heard or addressed by our team. I also acknowledge your request for a full reimbursement of the fees paid for the marketing and sequences suites, as well as the outstanding double charge you mentioned. Our billing department will be looking into this immediately to ensure this is reviewed and handled appropriately. We appreciate you taking the time to provide such detailed, honest feedback, even in your frustration. We are taking your comments regarding our AI systems and team communication to heart as we work to improve." --- As of today, my demand for a reimbursement for the non-functioning marketing suite has still been refused and my reimbursement for a double charge still hasn't come through (over two weeks later), my bank can't find it and Momence is still doing nothing to help.