ComplaintsforPure Pilates Pasadena

• Initial Complaint

  10/06/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  On 11/9/2022.I made an appointment with ********************************* at Pure Pilates which was at ************************ in Pasadena. At that time, I paid for the 1st class in cash expecting to get a receipt, but did not receive one. At the subsequent class, I paid her in cash for 19 sessions at a discounted rate of 20%. Again, no receipt was provided though I asked multiple times. The sessions for first few classes were given as scheduled. However, the subsequent classes were marred with no shows and cancellations, often a few minutes before class. Multiple times I requested a refund, but was told she was unable to do so. At one point in time, I injured my shoulders and didnt make any new appointments for several weeks. I finally reached out to her, she made an appointment for me, but again canceled at the last minute. When I attempted rescheduling, she told me she had been ill, and would contact me when she felt better. Since I didnt hear from her, I contacted her and was able to schedule another appointment. The day before the appt, i received a text from her telling me that she had moved from the prior studio, and was now about 10 minutes further. The morning of my appointment, I was driving to the new facility, when I received a text telling me she needed to cancel because she had insomnia. I was fed up and requested a refund on the remaining nine classes, which she agreed to after I placed a poor review on YELP. She texted me stating she would pay me in a couple of weeks. On 08/15/23 she sent me via Zelle, $200.. I asked when I could expect the remaining $250.. Her response was, in one week. It has been several weeks and have not received the remainder of my refund though Ive requested it. She blocked my number on 08/30/23 and have no other way of contacting her. My intention is to have **************** refund the remaining $250 as promised. I would also like to warn others of ***************** poor and fraudulent business practices.

• Initial Complaint

  12/02/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  On September 9th I transferred $260 to ********************************* for 5 sessions of Pilates classes, and requested a receipt to be sent via email. Then on September 13 I followed up with her about my receipt and she never responded. On November 9th I followed up with her again to schedule a class and was informed she's all booked. Then I tried to schedule for a different time but did not hear back until the next day. We finally scheduled a class for December 2nd at 2pm. On the day and time at the previous scheduled time, I texted her I'm parking and I'll be right in the studio. Then I went to the studio and found out the door was locked. I called her twice and she didn't answer my call. She then texted me back she's really sick so she's not in the studio. I couldn't accept this lack of communication and last minute cancellation so I requested a refund. She refused to refund. I texted her about the waste of time and energy for scheduling and driving, and insisted on a refund. She ignored my text as usual. So the reality is I paid her $260 about 3 months ago and I was not able to use any of the classes I bought. I don't want to accept this kind of service and I want my money back. Please help.

• Initial Complaint

  12/14/2021

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I've been coming for 8 months, every week I set same day same time trying to make it easier for the Owner/Instructor ********** not to ditch class. I always text to confirm the night before AND DOUBLE CONFIRM with her hours before class. But still she would cancelled like half an hour before class to cancel. Sometimes I'm already on my way. I have file a complain because the instructor ********** DITCHED me 4 WEEKs IN ROLL. And last 2 times I didn't even get her last min notice. I arrived at the studio and nobody there. She then promised me refund but DISAPPEARED completely. no response at all. She tried 2 times to tell me that I have used up my prepaid class (she makes me buy 10 classes or 20 classes) First time she said I have only 1 class left when I still had 3. Luckily I recoded everything including when she ditched. Last month she told me my 20 classes was done when I still have 15 classes! I showed her the record and she said oh she forgot. But still want me to buy another 20 classes since "it's 20% off now" I refused. Then she started skipping class and no show for the following 4 weeks and eventually disappeared.

• Initial Complaint

  10/27/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  1. I bought the private sessions from the owner in 2019 Thanksgiving, but it was closed during the pandemic in 2020. 2. The studio was reopened for a short time last year, I made appointments with the owner/instructor for few times, but all got canceled by different reasons. One time when I arrived there, she didn't show up, she told me she forgot we had appointment that day 3. This June I made an appointment again and waited for the owner's confirm, but she told me she couldn't work that long because she tried to commit suicide before. But the appointment time was she offered me. 4. This October, I really had to complete the last few private session, she and me agreed to have virtual sessions, but it happened again, she canceled again and again because of different reasons. And she totally forgot to call me after she told me she put me in her book.

  Business response

  01/11/2022

  Business Response /* (1000, 5, 2021/11/01) */ ******************************************************************************************************* This client is being given her sessions. I'm not sure as to why she is now writing this complaint.

*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. ↩