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ComplaintsforClub Pilates
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
04/15/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I canceled my membership in writing and I am still being charged the membership fee.Business response
04/18/2022
New agreements at the studio begin with a 90-day "fixed term" and auto-renews. After the 90-day contract, our cancellation policy requires members provide a 30-day advance written request to end their membership. This member's dues are recurring and will continue on the same day each month unless properly canceled. We do not have any record or written communication requesting to end this membership. If the member can provide proof of her request we would be more than happy to provide a refund. Without proof, we will need to uphold the terms of the signed studio agreement. We have reached out to the member to try and solve the issue and obtain proof of the request to cancel.Customer response
04/18/2022
I am rejecting this response because: I mailed a letter dated February 18th to the *********, ** location as well as the corporate office in ******, **. I dont have proof they received the letter, but I have a copy of the letter I sent. I dont believe that the letter wasnt received.Business response
04/19/2022
We personally reached out to the member via email, canceled her membership and issued a refund of the $89 membership dues back to the card that was charged. She has been emailed separate confirmations of the membership cancellation and refund. We still have been unable to locate a letter of cancellation. I have attached the studio's email communications with ************************* as a PDF.Customer response
04/19/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
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Customer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.