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ComplaintsforClub Pilates
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Complaint Details
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Initial Complaint
01/21/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I visited CB Greensboro for a trial session in November. I received over 3 phone calls/ week asking me to join afterwards. On December 1, I signed up for the Club under the impression I was joining month to month. 10 minutes after joining over the phone, I got online only to see that every single class for the month was already filled so I was prompted to be on a waiting list after paying $170. I called back immediately and was told "just join the waitlist, they move so quickly!" December 2 and 3 I was on waitlist and did not get into any classes. I called back to cancel and was told I had to speak with the manager, Hannah, to do so. Of course, Hannah was not there. I left over 3 messages for Hannah and until I called from my boyfriend's phone, she did not answer. I got her on the phone finally for her to tell me, "You have to cancel in writing and have to give a 30-day notice AND you signed a 3-month contract." So, for me to cancel, they were going to charge me ANOTHER $179 PLUS $100 cancel fee. In the month of January, I was only able to get into 5 classes. I was not even able to get into any classes until Jan 17 and then they were closed Christmas Eve and Christmas Day so the rest of the credits just went to waste.Business response
01/30/2024
We are so sorry for any confusion. When signing up for a membership we do go over all of our membership terms and agreements. This agreement states an initial 90 day commitment, 30 day cancellation policy, and the $100 fee for early cancellation. The agreement is attached. After our conversation with you on January 20th, we processed the cancellation of your membership and waived the cancellation fee and the three month contract. With that being said we do always want to help our members to get classes booked and make sure that they get the most out of their membership. We are so sorry that you were unable to get into classes those first few days and that you were not able to enjoy your membership.
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.