ComplaintsforClub Pilates

• Initial Complaint

  04/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am writing you regarding the dispute I have with Club Pilates. I put my membership on hold with them in November. For the next three months they charged me $15 per month. In January I called and told them I wanted to cancel my membership. I was told I can’t cancel while on hold so I had no choice but to pay for one more month, and at that time made it clear that i wanted to cancel….. I used Club Pilates for that month. My last time in the club was Feb 12. I gave my 30 days notice in January and they withdrew $199 on 1/14. I thought I was done, and February 12 was my last day. Much to my surprise they withdrew another $199 on 2/14. When I called they said I didn’t sign a form so until I did that they would not accept my notice to stop. This was the first time I heard anything about a form despite the fact that I told them several times that I was canceling. I had a very heated argument with the manager, but she had no intention of listening to what I had to say and most of all she was not going to refund my $199. She refused to give me the owners phone number or let me talk to anyone else. She said there was nobody else to talk to which was hard to believe since she said she was just a manager. In all honesty I felt I had done what was needed to do to cancel the membership. I signed the paper and then was told my membership would be canceled in 30days. By this time February was gone and I had paid $199 and had not even set foot into the club. She wanted me to pay another $199 so at that point I called the bank to cancel auto withdrawal. I then received a note saying that they would not accept my cancellation until my account was in good standings and because I had stopped any withdrawals from my bank it was not, I am still get notices that I owe over $600. I believe that I have done everything necessary to cancel my membership. The manger says they record the conversations, and I was told I needed to sign, but there web site doesn’t say that.

  

  Business response

  04/23/2022

  Hello,

  Thank you for your email.I've reviewed **** ********* file and found the following. **** was informed about our cancellation policy when she joined as well as Jan. 2022 (as she indicated), however she did not indicate at the time that she wished to cancel. She never submitted a written cancellation form.  At a later point, she claimed she was not aware of our policies. However, we have a voice recording (which we are happy to share) with a conversation she had with one of our staff members during Jan. 22. During this conversation she was informed about our cancellation policy as well as other policies.  On the call, Ms. ******* clearly expresses understanding of our policies.  Please remember that this is in addition to this being outlined in her original agreement and reviewed with her when she origonally joined our Studio.  Besides all this, Ms ******* had her bank processe a chargeback against our account.  

  Best Regards,

  Club Pilates Clovis   

  Customer response

  04/25/2022

   I am rejecting this response because:
  Of course I processed a dispute at my bank against Club Pilates.   If I hadn’t done  that I can’t image how much money I would have lost.

  In Jan I made it quite clear on the phone that I didn’t want to pay for another month. But as I said before, they gave me no choice and I had to pay for one month.  Not sure what you have recorded, but who ever I spoke to at that time knew very well that was going to be my last month. I Spoke to the girl at desk also….. more than once about  my membership.  You may want to find that recording ……Again I say, I felt in good faith I had done everything I needed to do to cancel. Again the web site does not say anything about signing paper.   This club is a money hunger take what you can from customers, and I think it is important for the public to know how they operate and treat customers…..It didn’t take me long to find many customers in the same situation I am when look at reviews of club Pilates. I am 78 and in all adult years have never been in a situation like this.  Sad part about it, the teachers and Pilates  program are wonderful….. I really enjoyed it while I was going. …..  
  **** *******

  

  Business response

  04/26/2022

  File of Feb call with Ms. ******* is attached.  She acknowledges not providing writtin notice.  She acknowledges not providing a Dr.'s note regarding her injury which would have allowed us to waive the 30 day requirement.  Our GM offers to waive the 30 day notice and allow her to cancel prior to the next billing if she will only provide written notice, she does not provide it.  We have previous recording where we specifically and clearly told her written cancelation notice is required.  This is in addition to our agreement which clearly states the requirement.  I don't think it is possible for us to have been more straight forward regarding what she needed to do to cancel the agreement.  

  Thank you.     

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