If you are considering using this service, don't walk, but run away. This is the worst company I have ever dealt with, and I am in my 60s and have used many services over the years. I switched to Vagaro when my former scheduling company was bought by them. It seemed the easiest thing to do was go with the transition. And after asking on FB massage therapy groups about their experience with Vagaro, I felt that I was making a good decision. My experience with them has been terrible to say the least. Vagaro is much more complicated to use than Schedulicity (I wish Schedulicity had not sold--they were outstanding in every way). Some of my clients had difficulty scheduling through them. More importantly it took at least 4 phone calls and several weeks for my business to be not be listed as a Spa. My business is a sole proprietor massage and physical therapy practice focusing on therapeutic massage and John. F. Barnes' Myofascial Release. When I called to say I was not a spa, the customer representative asked if my website said I offered massage, "yes," I replied. "But I am not a spa." I had to call several times for them to finally take "spa" off my designation and in the process they also removed massage therapy. It seems everything is computerized. Vagaro scans a website and determines what category the business falls in to. I have no idea how many new clients/patients I lost because they saw me listed as a spa rather than a therapeutic massage and physical therapy office. The customer "service" representatives seem to read from a script and can't veer from that. It took me two "onboarding" sessions to understand the basics of using this software. The person who led my second onboarding said, in a condescending way, "this is your second on-boarding." Since when does representative of a company act condescendingly towards a new customer? Finally they dropped "spa" but also dropped massage therapy. Argh! I do offer massage but I am not a spa. Plain and simple. After trying the company for a few months I realized I needed to switch, and did, but didn't cancel my account with Vagaro right away. I wanted to make sure I had all my client data and all future appointments in my new system and I used Vagaro's email marketing feature since my new scheduling service does not offer that. When I did call to cancel, it was a long drawn out process. I finally asked the representative (who seemed like a nice young man) to connect me to a supervisor when I found out I was going to be charged $100 for the "free" card reader I had been sent (they charged me $12 for shipping). Today I got a call back, however, it was no better than the rest. I am used to managers/supervisors, trying to make things right with disgruntled customers. Instead I wasted my valuable time on the phone only after several minutes to realize this guy was not going to do anything to improve my customer experience. When I told him I refused to pay $100 for the "free" credit card reader (they now have a warning that you will be charged for the reader if you cancel within a year--that was not there when I signed up). The representative seemed to only want to know why my experience with them was so poor. I left angrier than when I answered the phone.This company, in my experience, knows nothing of good customer service. Has an inferior booking software. They seem to use automated computerized systems to categorize your business and good luck getting that changed.For some businesses who actually are spas, this service might be okay. My experience has been truly awful. I mostly go by the adage "if you don't have anything nice to say don't say anything." But with my Vagaro experience I feel compelled to warn prospective customers to look elsewhere.
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