Not providing the services they promise
I chose Acuity for my massage therapy business because of its scheduling, memberships, intake forms, and communication features. Unfortunately, my experience has been extremely frustrating. For approximately six weeks, my SMS verification has remained pending, preventing me from customizing my text reminders. This has caused missed appointments and confusion for my clients. I contacted support on July 29 and again recently. Both times, Acuity acknowledged that they are experiencing a known issue with SMS verification remaining pending for extended periods, but they cannot provide any timeframe for a fix. Another important thing to highlight, you can't speak to a customer service agent. All correspondence is through email. I'm told to use email reminders as a temporary workaround. Unfortunately, this is not a workable solution for me. Other booking platforms—including free options—offer customizable SMS without this lengthy process. Acuity has good features, but this experience has been unacceptable for a small business. I will be switching to another platform if this issue isnt resolved within a couple days.