momence.com Avis 360

Their help chat is always available and so helpful when I can't figure things out myself/

Wonderfull welcoming e-mail

Selçuk

I am submitting this review to document my experience with Momence during a planned migration from my current booking software. I began this process with 3 months of lead time and was prompt in completing everything required on my end. I was initially contacted by sales and then had several calls with the sales team to review our business needs and required functionality. Based on those conversations, I was assured the platform would work for us. I then moved forward with onboarding and had several call with that team. I linked our Stripe account, purchased the required card reader, spent over 50 hours on setup and coordintated with my web designer to embed Momence on our website. On the Friday before our scheduled migration, I was informed that one of the most important functions for our business would not work as expected. I agreed to manually deal with this issue on the backend so migration could move forward, yet our April 7 migration was delayed anyway. Since then, communication has been inconsistent and disappointing .I was unable to reach my onboarding contact, for a whole week, but spoke with someone in product who told me engineering was working on the feature. I was told I would have answers by April 10, then the 13th, now I am being told I should hear something by the 20th. I have reached out to management and heard nothing. Remaing in limbo has put a strain on our operations, especially as we near the renewal date of the software I would be leaving. I also incurred costs for hardware and website integrations during the onboarding process. This experience has caused me to lose confidence in communication, follow-through and support .My concern is no longer just the missing functionality, but what support would look like after migration if issues arise.

The service person was helpful and funny. We worked on the problem for 15 mins, and he didn't rush me or make me feel stupid.

Alex was super helpful!

it solved my problem and I got the answer quickly.

MJ who was assisting me was extremelypatient with me even though I was rambling and not very clear as to what I was trying to achieve

It took seconds to get connected with a real agent

Lawrence answered my questions and addressed my concerns. I feel more informed and at ease after our conversation.

Momence has a serious bug causing duplicate bookings which are resulting in our clients being overcharged.

Our long term members are sick of being overcharged and are quitting or threatening to quit.

Member trust in our business has been eroded by this.

We have been trying for months to fix it with the Momence support team but they refuse to take any reaponsibility, and just send us generic scripted responses.

We have tried removing the duplicates but they keep reappearing.

This is a major bug. It did not happen until momence did an update.

Its been 3 months+ unresolved.

great help by the chat. was it a chat bot or a real person, i don't know, but it answered my question today.

3 months of failures. £1,500 in costs. 20% revenue loss. Still no fix.

We migrated to Momence in January 2026. Since day one it has been a catalogue of failures that have cost us money, damaged our reputation, and wasted months of management time.

Onboarding failures:
- Old booking system left live on our website after migration
- Future bookings not properly migrated
- Gift cards not migrated — customers couldn't redeem them. Cards purchased after migration also didn't work
- Schedulers not split by site as requested — customers turned up at the wrong location, resulting in three negative Google reviews
- We were promised we wouldn't need to manage the website transition. We ended up paying £1,500 to external developers to fix Momence's incomplete setup
- A training session was missed with no notice. Calls to resolve issues were refused

We formally escalated in January. We were passed from James to Matteo (Director of Onboarding). Issues remained unresolved when the onboarding support window closed in February.

Booking bug (March 2026):
A system bug started booking multiple customers as one person, causing sessions to overbook. We had to refund customers and send mass apology emails. We've had to cap sessions to 1 booking per person as a workaround — costing us roughly 20% of session revenue. When raised urgently, we were told "Engineering is looking into it." Weeks later, still no fix.
Chat support do not understand the product and we are forced to go through explaining the situation each time we chase the issue.

We are a small business. Every one of these failures hit our customers directly. We chose Momence in good faith based on what we were sold. We would not recommend this platform to other small businesses.

My questions and concerns were answered and fixed.

When the customer service reps are available, they are very considerate and knowledgeable and prompt.

If there is a wait time for a customer service reps, it would be helpful if we are informed of a possible wait time.

I love when the Customer Service Team at Momence outshine all the other customer service teams worldwide!

Amazing experience the help was great and she cleared all my questions

A provider where you kind of know that they care about the service they give you and are then able to give your clients, from the top down, having been with them for two years, I can only praise them at every level.

If I could choose less than one star I would. The absolute worst decision I made in 10 years was switching to the momence platform. I’ve lost tens of thousands of dollars- no exaggeration- from this over engineered app with ZERO customer service - DO NOT UTILIZE THIS PLATFORM

Support understood my issue and was able to resolve it and get me up to speed on how to use the app.