ComplaintsforClub Pilates
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Complaint Details
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Initial Complaint
02/15/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Today I called to cancel my Club Pilates membership. I signed up during an intro class, and was committed for a 3 month period. During the 3 months, I was only able to make 3 classes - I was paying for 8 a month. The classes and times frequently changed, and I was unhappy with the workouts. During my phone call I was told that I have to pay another month of dues ($200) even though I already went my 3 months. This is completely deceptive - they make you think it is only a 3 month commitment period, and then you are free to cancel, only to slap another fee onto you! Terrible business practices.Business response
02/27/2024
We emailed with ***** and discussed how Club Pilates requires a 30 days cancellation notice that would have needed to had been given prior to month 3 per her contract to avoid that 4 month. By emailing in after that time frame it would have resulted in that last and final payment being month 4, not 3. However, we waived this for her as a curtesy and she ultimately only paid the 3 months. We explained the corporate rules and why the memberships are designed the way they are. Furthermore, these are not in studio choices rather a direct result of corporate rules we must adhere to. We ensure that each and every member is aware of how their membership works and also how to cancel it when the onboard. They even have a contract that they sign and one of the signatures clearly goes over this all. ***** was very happy to hear that she did not in fact pay a fourth month. Attached is our emails back and forth.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.