ComplaintsforClub Pilates Cutler Bay

• Initial Complaint

  07/16/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  I joined a pilates studio and it was a 3 month subscription. They made it impossible to book classes, not available, i was always on a waiting list that was getting cleared too close to the class time and I couldnt go. After two months I asked for the membership to be stopped since I am paying for a service I can not take advantage of. They denied my cancellation and I disputed with my cc company. I received my credit back but now the company threatens me with a collector for an unpaid month. I want them to stop harrassing me, I could not pay for a service it was not delivered.

  Business response

  07/21/2024

  Dear Sir/*****, 

   

  Please see attached for ****************** her signed agreement and her transaction ledger.  Under section 2 of her agreement ****************** agreed to an initial term of 3 months.  Her third and final payment was due on May 29. Ms. *************** written request to cancel was received on April 30 which was processed and there were no further charges after May 29 (the third and final month), she was given full access to the studio until June 10 only when she disputed the final charge of her membership agreement.  ****************** made several requests that are not permitted within this franchise and when we we not able meet her requests she disputed her final month's bill.  ****************** was offered the early termination clause and she did not accept the offer.  Please advise if you need the emails that confirm that all of this was communicated.  

  Sincerely, 

  *********************

   

   

  Business response

  07/21/2024

  Dear Sir/*****,

  With regard to the complaint that we did not have classes available please see our class utilization throughout the period of the 3 months of ********************** membership/ initial term which was on average 85% which means that there was 15% availability at all times.  This translates to more than one space in every class, please let us know if you would like more detail to confirm that this statement is correct and that the spread was in fact pretty consistent across all classes.  ****************** also completed 14 classes out of the 16 she paid for, she booked the other two and did not show up for one and cancelled the other within 12 hours of the class so it was lost. She utilized ALL her classes.   In addition to these classes she booked and cancelled 17 additional classes including one on June 7th long after the period she disputed.   In total ****************** held 33 bookings in 2 months, so clearly we did not have an availability issue that affected her.  

  Respectfully, 

   

  ********************;

   

  Business response

  07/21/2024

  Dear Sir/*****,

  With regard to the complaint that we did not have classes available please see our class utilization throughout the period of the 3 months of ********************** membership/ initial term which was on average 85% which means that there was 15% availability at all times.  This translates to more than one space in every class, please let us know if you would like more detail to confirm that this statement is correct and that the spread was in fact pretty consistent across all classes.  ****************** also completed 14 classes out of the 16 she paid for, she booked the other two and did not show up for one and cancelled the other within 12 hours of the class so it was lost. She utilized ALL her classes.   In addition to these classes she booked and cancelled 17 additional classes including one on June 7th long after the period she disputed.   In total ****************** held 33 bookings in 2 months, so clearly we did not have an availability issue that affected her.  

  Respectfully, 

   

  ********************;

   

  Customer response

  08/01/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************************

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