Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:12/29/2024

  Type:Service or Repair Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Back in September my mother was hospitalized 2x for a total of 3 and 1/2 weeks due to her condition. My mother has late stage congenital heart failure. I told the representative twice over the phone when they were calling nonstop that I would not be able to pay the monthly due to taking on more responsibilities financially. I need this account to either be frozen or cancelled because I cannot pay the monthly due fees at the moment yet they keep trying to charge after I have expressed bother verbally and in email that I cannot pay those fees right now due to my unexpected circumstances. I think it is unethical that I have expressed this multiple times yet my account gets getting charge attempts along with $20 late fees because as Ive told them I cannot pay at the moment. Its not fair to keep adding fees when I have communicated both verbally and in writing that I cannot afford the membership and something needs to be done about the account.

  Business Response

  Date: 12/29/2024

  Hello ********, 

  as we have reviewed your request. We have mentioned to you that we are a franchise and we have policies for all members. We told you all our policies when you signed up and you signed a form acknowledging you accepted the policies. We must be fair to all members and follow the policies as they have followed as well. Our memberships require a 30 days notice to cancel or a $25 fee for the month to freeze. As your membership is past due, we cannot do anything to your account until this is up to date. As we do sympathize with your situation, we have many members and have to be fair to all of them. We hope you understand and give us a call to fix your account. 

  Customer Answer

  Date: 12/30/2024

   
  Complaint: 22741919
  
  I am rejecting this response because:

  Unfortunately, I cannot make the payments at the moment due to the circumstances. You are not willing to freeze nor cancel the membership, that in itself is not fair nor ethical practice. Please review Florida Statute ******* & ********. You have already stated that the amount is in collections, so there fore there is no reason for you to continue charging because at that point the collection agency should be the one contacting me, not you. 

  
  Sincerely,
  
  ******** ********

• Initial Complaint

  Date:06/21/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I gave written many email to cancel my membership on February 23rd. I have paid for February and March. They continue to bill me. I called and they still do not stop billing my credit card. I told my credit card to stop these charges but somehow it has been recharged on my June bill.

  Business Response

  Date: 06/21/2023

  Hi ******, 
  we have explained to you are policies many times for all Club Pilates studios. When you called to cancel we mentioned to you that you had a 30 day notice for cancellation. You called to cancel on 2/21/23 and your cancellation would have been processed 30 days from this date which would have required one more paying on 3/22/23 because 30 days would have been on 3/24/23. We have uploaded the policy form you signed at our studio explaining of our cancellation policy, so you were made aware of everything. Then you decided to dispute your charges on 1/21/23, 2/21/23 and 3/21/23. You took classes in our location all the way until March. This was not fair to our business. We are a small business and you disputed charges of a service you used. We do not feel it is fair you are writing a complaint about our business. We made you aware of all policies and you used our facility. Your membership did not cancel due to this dispute as you used our facility and did not pay. Please understand we tried all we can explaining to you all our policies and this is not fair on our studio. We hope you reconsider your complaint as we work very hard to facilitate a great studio with great classes. 

• Initial Complaint

  Date:06/15/2023

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In December of 2022, Club Pilates cancelled my class and the girl told me I could only get a credit. I disputed this with the bank so I could get my money back. Once Club Pilates gave me my money back, I cancelled my dispute with the bank. I was told by Club Pilates that I had to pay a $25 fee which I told them I was not going to do because this was in no way my fault. I followed up 3-4x and never heard back from them regarding this. Fast forward, I stopped receiving emails and thought everything was cleared up. I tried to sign up for a class today and my card was charged but it did not show that I was enrolled, so I tried to enroll again thinking it was a system error. I called and she told me because of the $25 charge, I couldn't enroll. I said that's fine, but can you refund these two $35 charges because I can't use them because I'm not paying the $25 that I should have never been charged with in the first place. This has not been resolved and I just want my money back at this point.

• Initial Complaint

  Date:09/14/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This franchise makes it almost impossible to resign. They allege that *** have to give written notice. When you do that, they tell t=you that you need thirty more days to resign. My wife has tried to resign since June. She has even gone up there,, with their sign said open, and there was no one there. They send letters demanding ridiculous amounts, and do not respond to emails or phone calls on the address they show. I have tried, as I wrote, to cancel her member ship since June.Since they have harassed my wife, she will not ever go there, and we would like a refund of six unused lessons.

  Business Response

  Date: 09/20/2022

   - On 03/12/22 1:19 PM *************** signed up an 8 Pack. She agreed with all rules and policies, signed up the agreement and the studio policies. We made her aware of all policies and she signed a form with all policies made clear. As our studio does not have classes 24/7, we do not have front desk with no classes. Our studio is open at all times the studio has classes. We have answered all emails, calls and texts with this member. This member disputed a 15$ charge and told the bank this was not them even though these were socks that his wife purchased while in our studio. As soon as we recieve a cancellation notice through email - we implimented the 30 day notice. This member did not like our 30 day notice policy but we were very clear of all our policies as all Club Pilates facilities have this policy as well. he called my personal phone and we explained the rules but he did not want to accept our rules. After this his membership went past due because he refused to pay his 30 day notice balance. He harassed all my staff for many days refusing to accept our rules that all members in our facilities follow. We did nothing wrong in this case but follow our rules that she signed. 

   

  Customer Answer

  Date: 09/20/2022

   
  Complaint: 18027948
  
  I am rejecting this response because:
  1)

  He is not telling the complete story. As for the $15 charge. that I disputed, it was charged with no pertinent information attached to it.  I thought it was another fee for being away, and having her membership on hold.  As soon as his very nice person, *******, explained it, I reversed the stoppage from the credit card company.

  2) No one expected him to be open 24 hours, so that is nonsense.

  3) Also, I never called him on a personal number.  Rather, I called the number listed on a charge he posted and was written on my credit card statement. I did not recognize it and it may have been without my knowledge or identification.  My call was seeking clarification.

  3) During the call, I told him that both my wife and I had been to the place of business, on different occasions.  There was an "open" sign, but no one was there. During the call, the one time I talked to him, he  explained it was inadvertent, and I told him I understood what he meant.

  4) As for  his contract, in my opinion, it may be the same type of contract exposed recently on a local tv channel. It attempts to make it very difficult to get out of it, without paying further monies. If you are ill, or cannot get to his business, there is no way out of it. That is nonsense!  

  5) Also, it is nonsense is that I harassed anyone at is business.  Since he is putting that in writing, I am advising him that his statement could be libelous. I suggest he be careful with his comments.  

  6) I personally tried on several occasions, as I had written, to have my wife resign. I even agreed to, and did pay one $15 fee, (it was paid) to put her membership on hold, while we were away.  I reiterates eat that time, we did not want any more charges, until we authorized it.

  7) When my wife returned, she came down with *****.  She had already prepaid for additional lessons . At that time, I again told ******* that we would accept no more invoices, until she was ready to continue her membership.

  8)  He was already paid for six more lessons, that she did not use. 

  9) ******* did offer to schedule those, when she felt better, However, in the interim, he has sent additional statements for which we do not owe. Also, he has had them sent by a collection company, that told me all they do is collect money, and could not intercede, or try to resolve the issue.

  10) I have tried to reach him, as I thought, we could solve the unwanted membership issue, as gentlemen. He must have blocked calls to the number that was on the credit card statement.

  11) one of his latest statements, shows a number to call back to discuss it, yet it is a discontinued number.

  12) I realize that it is difficult running an absentee business.

  Sincerely,
  
  *********************