I have been a health club owner for over 20 years.  My experience with TO is a cautionary tale to any gym or health club looking at management and billing software.  I transferred my account to Twin Oaks from another well known competitor.  My sales rep was Eric Clapman, (no longer with the company) who over promised and undelivered. Despite a long sales process which included an evaluation of my current IT operations and business requirements he failed to mention the TO software is not fully functional on Macs.  I operate exclusively on Macs and iPads throughout my business.  I was promised a mobile app was months from being launched.  I made it clear how a mobile app was an important feature I needed.  He assured me they were only a few months away from the app release, 18 months later still no app.   The customer support was a disappointment as well.  Long hold times, dropped calls and next day replies were frustrating.  Many basic IT requests were sent up to their development team and never responded to or completed.  There appears to be significant turnover in their support staff and a frustrating learning curve on their new hires.  My assigned conversion team had a good handle on the software and were helpful.  Unfortunately, they too are no longer with the company.  In my opinion the company overstates their IT capabilities and customers support capabilities.   I wrote several emails and had multiple conversations with support staff and management about my experience and frustrations.  It wasn't until I requested to terminate our agreement that I received a call from senior management, Carole Oat, to discuss salvaging the account.  The last communication we had was early March and just prior to the COVID-19 Crisis.  We discussed the termination process, data transfer and closing my account.  My business was closed a few days later and stayed closed for the past few months due to the mandatory Governors order and stay at home order in my state.   We began the reopening process last week (mid July)  and I noticed my TO account was locked out.  I contacted the TO and was transferred to Carol Oates, senior management.  We discussed my business reopening and my account status.  I was informed there were charge backs that happened during our shutdown.   I asked to have my account turned back on so I could evaluate the charge backs and review the dispute process.  I was asked what my plans were to address the charge back.  I again stated I would need to review the chargebacks and without access to my account I can not evaluate or verify the charge backs.  I further explained, once I have access to my account and I can verify or dispute the chargebacks. If the charge back are verified and accurate we could discuss resolving the balance.  She continued to press for a payment to convert the charge backs prior to allowing me access to my account.  I explained I can not agree to make a payment on alleged charge backs until I can research them through my account and possibly dispute them based on the research and documentation in my account.  Either way it all starts with me gaining access to my account to review the charges that are in question.  Carole claimed she needed to consult with the CEO to discuss my account and decide how to resolve the charge backs and reactivate my account.  I was told she would get back to me shortly after her meeting with the CEO.   Much to my surprise TO debited my account over $7000 within minutes of our call ending.  I did not give my permission to have my account debited and did not receive a call back from Carole regarding the charges.   The money drafted came directly from my PPP funds and depleted the account.  Now they are demanding payment for the three months service fees during our mandatory shut down.  They are holding my account and data hostage.  They will not provide me access to my account to research the disputed chargebacks. They debited my account without allowing me to research or dispute the charges. They will not give me access to my account to evaluate business operations and complete my research and dispute process.  Keep in mind I never had a billing or charge back issue on my account during my 18 months  with TO.  Prior to the COVID-19 shutdown my TO account was active and upto date and without issues.   In summary,  Twin Oaks has inferior IT capabilities, poor customer support and questionable business ethics.   I truly regret doing business with Twin Oaks and hope this information helps others avoid the same frustration and regrets. read more