ComplaintsforClub Pilates

• Initial Complaint

  03/01/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  For many months, I have had an interest in joining this Pilates studio. I signed up to participate in a trial class, but ended up not being able to attend. Since then I have been having back and forth text messages from staff there asking me about my goals and encouraging me to try it out. This encouragement for me to the point of signing up for a trial class several times, but still never making it into the studio. At the end of January 2022, I received a last minute text offering last chance to try Pilates unlimited classes for 20% off (their new year special). I saw their studio would be closing with in minutes, so I hastily called the studio for the last opportunity towards this discount. Speaking to a woman who answered the phone, she was willing to take my payment over the phone to lock in the deal so I wouldn’t lose this awesome price. She took my payment and stated we could review the policies the next morning if I come by the gym. Being that they were already closed for the evening, I quickly followed the verbalized steps to push I agree so the membership can be active. The next day I was not able to make it into their gym. I messaged them staying I don’t think it’s a good idea for me to move forward with membership because of all my times of trying to get to their gym but subconsciously finding excuses why I couldn’t. It was clear I wanted to cancel the contract, but I continued to receive encouragement to try and come. After a few weeks of never making it into the gym, I called them to cancel the membership and requested the return of my payment since I never went. To my surprise I was told contract details that I could not cancel anymore, and that the membership was for 3 mths No one went over the policies with me as promised. I was told they would not refund me, but would cancel the membership. I did not think that was fair so I submitted the dispute to my bank. I then was told my cancellation will be void though it was already processed a week ago.

  

  Business response

  03/04/2022

  Ms ******* called us the evening of 1/31/22 and wanted to sign up for the unlimited membership before the promo ended, she called right at closing time and one of our Sales Associates helped facilitate her enrollment and they agreed the member would come in the following morning to get her set up on the app and to have her sign our informal policy page. When the member did not show up the following morning, we called and sent her a text letting her know we were available in the studio that morning and asked if she got into her app, book classes, etc. Ms ******* responded that she did get into the app but she expressed having commitment issues and our Sales Associate stated that this is normal and the easiest way to get over it was to book her first class and offered to book the class for Ms. *******.The member never responded to the text & call or made attempts to contact us until our Assistant General Manager reached out to her during a retention call, the member wanted a refund and wanted to cancel her membership.  We reminded her about the inital 3-month commitment period.  Ms. ******* claimed she was not informed of the commtiment period.  We reviewed the entirety of the recorded call and decided that while the 3-month term was addressed, it could have been done more thoroughly.  Hence, we released her from the 3-month commitment and early termination fees.  We did not however agree to refund her first month’s membership dues as she failed to contact us for weeks and it was abundantly clear not only in the documentation, but also in the conversation she had with us and honestly based on pure common sense that she is liable for the payment.

  Customer response

  03/09/2022

   I am rejecting this response because:
  
  For the business to refer to common sense as a reason for not refunding an un-used membership  is unethical, Honest business practices and principles would have responded to my desire to cancel the membership the very next day without the pushed encouragement to stay locked into something I realized wasn’t go to work for me. Not only that, but after launching this complaint with bbs I was contacted by management stating they are no longer honoring my already processed cancellation due to my challenge of questioning if I should be forced to pay for that month of non usage. I believe the manager of this club has acted in retaliation as I have been receiving constant notices of past due billing of several months on this membership. I have received a collection bill of $500, harassing emails and calls from some collection agency. On top of that, I’m being told this account will continue to be billed monthly. On top of that, I am still receiving fishing text messages to come attend a class and try out the club! This behavior is completely unprofessional, unethical, and I am sure violates ever principle of customer service/satisfaction. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩