Insufferable Management
This is an honest review of my personal experience with Livekick as a company, and the way it is managed; it has absolutely nothing to do with the trainers & professionals who share their knowledge and experience with the users.
I signed up through my company for a monthly plan with 2 weekly sessions. Naturally, it was charged ahead of time and renewed automatically for the following month. In order to cancel the subscription, I had to email the company twice until it finally happened. At that point I had only completed 15, of the 20 sessions that I had already paid upfront but because I canceled, the system deleted everything on my dashboard and the 5 sessions were just “lost”.
I emailed the company to ask for a refund of the unused portion of the classes and received a reply, of course, offering the possibility to schedule those classes. When I refused and insisted on the refund, their customer service replied and mentioned the article in the agreement related to no refunds on unused portions of the program. In my personal opinion, this practice is not only disrespectful but also dishonest to say the least, and a company who has this kind of one-sided agreement with the users, deserves no business and it will certainly never have mine again.
Beware of corporations who have no respect for the client. Had I not written about the unused portion of my program, I would have been charged double for each class taken, and LiveKick would NOT have done anything about it. Just kept the money and stayed quiet.
What does that say about management in your opinion?
I signed up through my company for a monthly plan with 2 weekly sessions. Naturally, it was charged ahead of time and renewed automatically for the following month. In order to cancel the subscription, I had to email the company twice until it finally happened. At that point I had only completed 15, of the 20 sessions that I had already paid upfront but because I canceled, the system deleted everything on my dashboard and the 5 sessions were just “lost”.
I emailed the company to ask for a refund of the unused portion of the classes and received a reply, of course, offering the possibility to schedule those classes. When I refused and insisted on the refund, their customer service replied and mentioned the article in the agreement related to no refunds on unused portions of the program. In my personal opinion, this practice is not only disrespectful but also dishonest to say the least, and a company who has this kind of one-sided agreement with the users, deserves no business and it will certainly never have mine again.
Beware of corporations who have no respect for the client. Had I not written about the unused portion of my program, I would have been charged double for each class taken, and LiveKick would NOT have done anything about it. Just kept the money and stayed quiet.
What does that say about management in your opinion?
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Love Livekick!!
This platform has been so fantastic. I’m completely in love with Mary Beth’s class. The streaming quality is great, I love the focus on music, and overall the experience has been excellent. The staff has been great too! I’ve only had a few issues but when I have, the staff is responsive and helpful. I’ve even had to make some changes to classes I’ve scheduled due to my own errors and the staff was always nice and ready to help. Thank you! I highly recommend Livekick to anyone interested in online yoga and workouts.
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Teacher and student
I’ve been highly impressed with Livekick, not only as one of the teachers but also as one of the students. It’s the best virtual platform by far.
Amazing customer experience
I have had a membership for 7 months and over that time have had exceptional service. I paused my membership for a surgery recovery with no questions. I have just canceled my membership for personal reasons and I was able to use my missed sessions over the next month without having to pay the fee for that month and then my membership was canceled with no problems. They are always quick to respond whenever I have trouble with the app or need support. I’m just really surprised at how great the customer service is. The only reason I didn’t give 5 stars is the pricing of the monthly membership. The service and instructors are great and 5 star worthy but it’s quite costly for the monthly membership. I will continue to recommend Livekick.
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Needs improvement with customer service.
I give the platform a 2.5 rating. My trainer was from another country but after my work schedule changed I had to switch times. I knew that my trainer would have to get up at 1am to train so I decided to ask livekick what I should do and if I can train with someone new. I didn’t want to make my current trainer get up at 1am to train me for only 30 min. I contacted livekick customer support to see if I can change trainers or to see if they can provide any suggestions because of time conflict, not because my trainer wasn’t effective. After about a week and two messages sent to livekick support using their site inquiry form, I told my trainer about my work schedule also thru the same app/site. He responded quickly and was very accommodating. He even got up after midnight just to train with me. He is a fantastic trainer and knew a tremendous amount. Training sessions were short but effective. I would continue to train with him even without the middle man (livekick). I only give this service 2.5 stars because shortly after my trainer changed my training sessions, shayna from livekick contacted me to see if I wanted more sessions since it was getting near the end of my monthly membership. I told her I wanted them to work out the kinks before I purchased more sessions. I even told her I never got a response from the “contact us” feature on the app and had lost about a week of sessions for this month. I didn’t feel like I benefited from it as much because I didn’t get to use all of my sessions which some were cancelled ahead of time pending a resolution regarding my problem. I only got back on the train after I talked with my trainer and he was kind enough to get up early for me but now it’s close to the end of my subscription. I would have to pay for another month in order to use my other sessions. Although shayna was willing to give me my last sessions for free, it also sounded like she thought I was lying about sending them a message through the livekick message form. She even left a VM on my phone that was a little condescending, stating that since I claim to have issues with communication she is calling to ensure it’s not their side with communication issues. Per her statement she also sent a message to my email using her direct livekick email address (not through the app form) and even asked “are you sure you hit the submit button?” on the form. Upset, I did a test sending a message thru the form on the app, even screen shot it, and sent it to her via direct email. She admitted she never got my test message from the livekick contact form but also claimed that she sent herself a test message thru the app as well and received it which still made it sounded like I was lying despite the screen shots. I was not trying to get free sessions. I am willing to pay and even forfeit sessions If I am at fault unlike other customers. I am not new to online training and understand the policies. Because this platform was new, I was just trying to tell them my experience but got the impression that I was a liar and just trying to get free sessions. Also the platform was unreliable. My trainer and I often had problems with it so we would use zoom video instead to do our workouts. I also did not like the fact that we are not in full control of cancelling our subscription. You have to talk to a customer support person (shayna) before u can and not without her trying to sell u more sessions and no matter how many times i told her i want to cancel, she will always ask if I’m sure? As if I’m going to suddenly change my mind. I also find it annoying that you can’t change trainers or workout times, yourself, when there is a need. I’ve used other online training platforms, with Wello being the best, that gives u that flexibility and control. Overall my experience was ok. I give my trainer Dean 5 stars for getting up early and for being an awesome trainer to work with. I wish he would start his own online training business. Unfortunately we can’t rate trainers independently from the livekick service.
UPDATE: sorry developer but I will not be giving this another chance. I’ve found something better. Also I find it fishy that there are 3 five star ratings after I posted my review.
UPDATE: sorry developer but I will not be giving this another chance. I’ve found something better. Also I find it fishy that there are 3 five star ratings after I posted my review.
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Response from developer
HI KitKatDani, We’re so glad you had a great experience with your trainer, Dean. Please accept our apologies about the issues you’ve experienced with our Contact Us form. We are investigating this issue further and guarantee we’ll fix it. Our Customer Service team goal is to make our member experience pleasant and effective. Your frustration certainly makes us unhappy, and we will strive to improve. To reschedule a session from your Livekick App dashboard - all you have to do is click on the 3-dots menu, select ‘Reschedule’, and pick a new day/time for your session. We are working to improve our platform and make it easier for members to roll over sessions from one month into the next. We’d love to win you back and find you the most suitable trainer per your availability. If you’re willing to give Livekick another chance -- drop me a line and mention we chatted in the App Store. I promise to make sure it will be worth your while.
