ComplaintsforClub Pilates
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Complaint Details
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Initial Complaint
03/12/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
On November 10, 2023, I notified Club Pilates ******* Hills that I wanted to cancel my monthly membership. After weeks of emailing back and forth, My account was placed on a hold with the understanding that the account would be canceled with the next billing period. It has now been three months, and my account is still be charged for a membership that I no longer receive classes for. I have inquired about having my account cancelled and I am now being told that I need to pay for an additional month before being able to cancel my membership. They are stating that this is because I have to be an active member for another month before the membership can be canceled. This is not stated in their membership policy.Business response
03/22/2024
We sincerely apologize for the inconvenience and frustration you have experienced regarding your membership with Club Pilates ******* Hills. Your feedback is invaluable to **, and we appreciate the opportunity to address your concerns.Upon reviewing your case, we acknowledge the miscommunication and misunderstanding regarding the cancellation process of your membership. We deeply regret any inconvenience caused during this time.
To rectify the situation promptly, we have taken the following steps:
Immediate Cancellation: Your membership has been officially cancelled effective immediately, as per your initial request on November 10, 2023. You will no longer be charged for any future billing cycles.
Cancelled Invoices: We have canceled all invoices that incurred beyond the requested cancellation date. T
Once again, we sincerely apologize for any inconvenience or frustration this situation has caused you. We value you as a member of our community and hope to have the opportunity to regain your trust and confidence in our services.
Should you have any further questions or concerns, please do not hesitate to contact me directly at *********************************** We are committed to resolving this matter to your satisfaction.
Thank you for bringing this matter to our attention, and we appreciate your patience and understanding.Customer response
03/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
*****************************
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.