ComplaintsforClub Pilates - Woodstock

• Initial Complaint

  11/11/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Went to a free class at 1pm on August 1, 2022, to see if I would like the doing Pilates. I enjoyed it very much. I asked if I could go home and sign up online. I was told by an employee that I needed to sign up there because they needed a copy of my ID and a signature. I signed up for a beginner's package, level 1, that offered 8 classes a month for $169 a month (no contract given to me). I was billed $218 dollars for the 1st month classes plus $49 enrollment fee. Told the woman that I wouldn't get there till 6:30 because of my schedule. She said no problem because they offered classes 6am to 8pm. I was told there was an app to schedule classes. As long as I had credits, I could schedule any time that works for my me, but any unused credits were not transferable to next month. When I opened the app, I found that I could only schedule one level 1 class for that month. That meant I would lose the other 7 classes that I had paid for, so I schedules some 1.5 classes. When I arrived for my first class, which was a level 1.5 class, I was told that I could not take the class until I was evaluated by an instructor. I was told that *********, the manager, would call me to arrange this. A week went by, and I was never called so I called to speak to *********. She was not in, they said she would call me the next day and asked what the best time would be. I told them 1pm, my lunch hour, and I was promised that she would call. I told them that I had already waited a over a week for her call and if she didn't call, I would be calling after work to cancel my membership and would be asking for a full refund. The woman was understanding and apologized for all the in convince, she said a refund could be put back on my card if needed. Never received a call so I called to cancel my membership and ********* told me a refund could not be made and I was under contract for 3 months. So, I stopped payment. Now I'm billed $283, includes late fee, for classes never taken and were unavailable.

  Business response

  11/18/2022

  On 10/1/22, *********************, signed up for a 3 month commitment membership at Club Pilates Woodstock.
  *************** paid $218 down which included an enrollment of $59 and the 1st months payment of $159. Mrs. **************** style="font-size: 0.875rem;">agreed to pay $159 monthly for a minimum of 3 months, then $159 on a month-month basis. 

  (Refer to line # 2. SUMMARY OF TERMS AND ACCOUNT CHARGES
  RECURRING DUES MEMBERSHIP BASICS on the attached agreement).

  *************** agreed to pay the $159.00 monthly by EFT on
  the 1st of the month, starting on 10/1/2022, and every 1st thereafter until the membership is
  canceled. (refer to line  4. CONSENT TO MEMBERSHIP TERM in attached agreement) 
  
  *************** did express her dissatisfaction with the class schedule and our service. In return, we extended the dates of her expiring sessions allowing her to use her expired sessions. We also cancelled the remaining 2 months in her 3 month term. We did our part to provide her the service she requested and she agreed to paying the for the first month and enrollment. 

  After commiting to a verbal agreement, *************** disputed the transaction with her bank which resulted in a deduction (chargeback) from our account.  

  *************** signed and was emailed a copy of her agreement on the day she signed up, and was made aware of all of the policies. 

  *************** currently owes Club Pilates a sum of  $283. Which includes her enrollment, 1st months payment, and additional late fees. 

  Customer response

  11/22/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is not satisfactory to me But I'm not going to fight it because it is not worth the hassle.
  
  Sincerely,
  
  *********************

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