ComplaintsforClub Pilates Palmetto Bay

• Initial Complaint

  11/29/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business charged me $199.00 for Membership Cancellation. Im forced to cancel it since I hurt my left knee and my Sports Medicine ******* ********************* (LENNAR CLINIC- *******************), sent me physical therapy for weeks. I CANNOT continue using my membership. I sent them my doctors certificate and still they charged me a 30 day cancellation policy. Im NOT HAPPY with what is happening with my health, I am very stressed about it and yet this place charged me. I feel it is very inhumane on their side to NOT CARE about a health situation of a client. I want them to re-imburse me what I was charged. I AM SICK and will not exercise in a long time.(I had the FULL MEMBERSHIP since Feb 2023, since I really enjoyed it and I attended classes EVERY WEEKDAY) if I cancel now its only because of a HORRIBLE ************ on my knee. They should understand it.

  Business response

  12/14/2023

  I apologize for the late response.  We offer all members who are temporarily injured the ability to freeze their membership without charge while they recuperate, or undergo treatment.  As Pilates is actually HIGHLY recommended for persons who are coming out of physical therapy and for injury prevention and rehabilitation so in the case this is what we would have recommended **************** as the doctor's note suggested recovery.   We of course offered this option to **************** (I can forward the correspondence ).  We do require by contract 30 days notice to cancel a membership and the exception to this is death or disability.  I will attach the contract see Section 3.5 which specifies the circumstances for this exemption.  Please feel free to contact me if you have any further questions or concerns. *************** *********************

• Initial Complaint

  09/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  They are a predatory company that makes it near impossible for customers to cancel. They have policies in place to ensure they bleed consumers out of every last *****. I reached out to them and explained I needed to freeze my account because I would be traveling, they informed me that there was a $15 fee to freeze which I did not want to pay.So I requested a cancellation (12 days prior to the next billing date) I was then notified that I would be billed for next month as they need 30 days. I stated that I would not be using the membership and that 12 days is reasonable time to cancel and that I was not going to pay for a service I was not receiving or did not want. They are *********** charge the $15 to freeze and I am *********** not want to pay it and to cancel. They informed me that if I did not maintain the membership it would get sent to collections.So I requested to freeze for one month and to then input me to cancel for the following month as $15 for freezing is better than $200 for something I am not using. I was told that went against their policy and that it is impossible to cancel a frozen account which just seems predatory and strange. There is no reasonable reason to not be able to cancel while the account is frozen other than to prey on people and get more money.After some research they have done much worse and preyed on so many more people and make cancelling impossible. I looked on yelp and reddit and there are droves of people who have been abused by them.

  Business response

  10/12/2023

  ****** signed a contract with our studio on July 1st 2023. The contract clearly states all the terms of the contract which does include the option to freeze monthly membership, the commitment for 3 months and the need to make cancellation requests in writing with 30 days notice.  All clients are given the option to do classes without contract an a class by class basis.   Once ************ signed the contract she was given a easy to read card with ALL these items clearly listed. She also signed by hand a document confirming she was aware of the rules.  However she became annoyed that our Franchise has a standard freeze charge of $15 and wanted to cancel.  She made a request for a new agreement on 8/14/23 which was not completed properly by the staff member and on that basis I decided to cancel her membership effective immediately refunding all charges associated with that second agreement and there are no further charges for Ms. **********

• Initial Complaint

  05/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I am writing to file a complaint against Club Pilates Palmetto Bay for their unethical business practices. The issue I am having is with their 30-day cancellation policy, which I find to be unfair and deceptive.When I signed up for Club Pilates Palmetto Bay, I was aware of their 30-day cancellation policy but did not think much about it at the time. However, when I needed to cancel my subscription, I realized how this policy is designed to deceive customers. They force you to continue paying for 30 more days, even if you do not wish to continue using their services.Furthermore, when I tried to cancel my subscription, I received threatening phone calls and emails, which made me feel very uncomfortable. I had to leave ***** for personal reasons, and I canceled my card (They haven't been able to collect they payment), but they continue to charge me $20 every month as a late fee and threatened me with a collection agency. This behavior is unacceptable, and I refuse to pay for services I am not using or Im ever going to use.I understand that businesses are entitled to have policies, but I find this particular policy to be misleading and dishonest. It is evident from the many negative reviews on ****** that other customers have had similar experiences with Club Pilates Palmetto Bay and specially with this particular policy.I would appreciate your assistance in resolving this issue with Club Pilates Palmetto Bay.Thank you for your time and attention to this matter.

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