ComplaintsforClub Pilates

• Initial Complaint

  06/05/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In April, I wanted to downgrade my membership from 8 classes a month to 4 classes a month, starting for May. I requested to do this too close to my bill date for May and was told I had to wait another month. I was also told that I needed to sign some documents in order to change my membership as well, so on May 3rd when I was in for class, ****, the owner, who was present personally had me sign the necessary paperwork to downgrade my membership. He told me my new bill date would be in the 26th. My friend was standing there and can confirm that he said this. At the end of May I was billed for 8 classes again. I emailed to let **** know a mistake had been made and he claimed that I refused to sign the documents and that the charge was correct. He then said he would call me to discuss the matter but never did. I then decided to contact the bank and dispute the charge and got an email from him accusing me of fraud, claiming I attended a class and then disputed the charge. This is false, I have not used a single credit of the 8 I was charged for.

  Business response

  06/13/2023

  HI *****,

   

  Thank you for taking my call last week. On April 20th ****** asked one of our instructors if she could downgrade her membership. At that time the instructor said she would let the sales team know.  On Wednesday April 26th one of my front desk employees spoke with ****** about canceling and started doing the paperwork to downgrade at that time ****** didnt agree with some of the terms and refused to sign the paperwork. SInce she failed to sign the paperwork her current membership stayed active. A couple of weeks later ****** started to complain about being billed and said she downgraded. I explained to her that since she never finished signing the documents the agreement is not valid.  She said she had emails saying it was downgraded.  When I asked to see them she changed her tone some. I tried calling and I did not get a call back. At this time her request for more money back isn't warranted; she disputed the charge with her bank. Attached is a screenshot of her account showing she only had one membership and that was an 8pk for $159.  I will also fwd and email chain. 

   

  I would like this closed and have not affect our rating we did the right and help her to the terms of her signed agreement ( see attached agreement ) 

  Customer response

  06/13/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:

  As seen in the emails I provided in my initial complaint, I asked to downgrade and was told I would have to sign papers to do so. I came in and signed the documents and was told my new bill date. I have a witness that will even attest to the fact that the manager/owner, ****, personally had me sign those documents and told me my new bill date and that everything was taken care of. I never gave them any push back. They have also never tried to contact me via phone and in one of the email chains I provided, you can see that I gave them my phone number to ensure they were calling the right one.

  Furthermore, in their response to the BBB they have stated that I asked for additional compensation, which I did not since I had already disputed the charge through the bank. The reason I decided to file a complaint with the BBB was due to the fact that after I disputed the charge after not being able to resolve the issue with the business, they then sent me an email (previously provided) accusing me of fraud. I have not used a single one of those 8 classes I was charged for, I did not commit fraud. My only goal with filing with the BBB is to warn people about the poor business practices of the management at the establishment and save them from having to go through a similar experience.

  Regards,

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

*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. ↩