ComplaintsforClub Pilates

• Initial Complaint

  10/26/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I started going to club Pilates in 06/23. By august I knew I wanted to cancel. I had been a charged twice for a membership and was told i had to come into the studio for them to fix it.I gave them a ******************************************************** September 2023. I sent them my cancellation form and I am once again being charged for a membership for this month. I have emailed and called them with no avail.

  Business response

  11/08/2023

  This member was never a Member at the Club Pilates ********** in ******* ******** .

   Belongs to Club Pilates ******

  I am not sure why but it seems this studio in ******* keeps getting complaints from other studios.

  We are not the corporate studio.

• Initial Complaint

  07/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined Club Pilates in March 2021. They automatically withdraw $200 a month for unlimited classes. In December 2021 I froze my account as I was not able to fully utilize my unlimited access. This was due to a combination of travel and frequently being unable to take classes as they would fill up and class size is limited. The person who froze my account made me give him an exact time to freeze my account until so I guesstimated two months. They charged me $15/mo to freeze my account. I assumed I was paying $15/mo to hold my place and keep my membership as they clearly had too many members as the classes would fill Up and Id be unable to attend classes that fit into my work schedule. He did not tell me when I froze my schedule that when the two months was up theyd immediately start withdrawing the $200 out of my account again. I also received a verification email when I froze my account and nowhere did it say theyd start the automatic withdrawals again. So when the two months were up I had decided I did not want to return. It was not worth it to spend $200 a month when I frequently couldnt take classes when I wanted to. However they started taking the $200 out without my permission. I did not catch it until they had taken it out in February and March. So I immediately went in and spoke w the manager, *****. I formerly cancelled my membership and asked for my $400 back. She said she couldnt refund my money and that Id have to talk w the owner, who does not live in *******. She would not give me her name or contact info but she said she was in town that upcoming weekend and Id have to come in and talk w her. She could not give me any times. But it didnt matter as I had to go out of town that weekend anyway. So I contacted my bank and denied the charges. Then my bank put the money back in my account. I continued to receive emails from Club Pilates telling me my account was past due. They kept adding $200 to my ****

  Business response

  05/20/2024

  Customer Information
  First Name: **** Last Name: Marchisen
  Address: *****************************************
  Main Phone: **********
  Email Address: ***********************
  Membership Number
  13385926
  Membership Type
  unlimited
  Today's Date
  12/13/2021
  Reactivation Date (Not To Exceed 3 Months from Effective Date)
  2/12/2022
  Reason For Freeze Request:
  travelling
  Please Note:
  - Please keep a copy of this form for you records
  - Memberships can be put on freeze for up to 3 months
  - Freeze requests must be made a minimum of 14 days before the payment is due
  Member Signature
  I understand that there is a fee of $15 per month that my membership is in "freeze" status. I understand also
  that my membership will automatically reactivated on the date listed above unless I notify this Club Pilates
  studio in writing 30 days prior to extend the duration of the freeze.
  *************************** | IP Address: {"cf":"*************","iis":"162.158.187.108"} | 12/12/2021 10:59:20 AM
  T

  This is ****'s freeze agreement that she signed.  I tried to upload it not sure if you received it.

  I will also upload her membership agreement as.  Members cannot cancel their memberships without a 30 day written cancelation notice.

  Nor can they cancel their membership when they are on freeze.

  Club Pilates membership agreement states this and all members must sign this agreement.

  We go over the agreement with the member as well as email t** to them so there is no misunderstandings.

  This is the purpose of the agreements.

  Thank you.

*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. ↩