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Business Profile

Fitness Center

Club Pilates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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  • Initial Complaint

    Date:10/11/2022

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Club Pilates app has malfunctioned and logged me out on multiple occasions. This last time I did not catch it logging me out of the club pilates app and they charged me for 7 classes with 1 pending because it maxed out my credit card. The club would not give me a number for corporate and wants to charge me for another month before canceling, I asked for a refund of all missed classes because it is an error on their end with the app, not my fault. They refused and said I need to be more diligent with the app. This app malfunction has happened on may occasions and has not allowed me to log back in. I have had to change my password and wait hours/days for it to work again. I already pay $258 a month for a membership, the app should be working correctly. It is not my issue that they have technical difficulties.

    Business Response

    Date: 10/21/2022

    Member contacted us asking for a refund for numerous class cancellation & no show charges. After looking into her account, she has had a similar issue previously & as a courtesy the charges were refunded against policy. In addition to receiving a copy of agreement policies at the time of joining, our records also show the member received reminders & notifications of the membership policies. We make it clear that members are responsible for managing their personal class bookings & cancellations through the app. We also encourage members to contact us with any app issues, which was not done in the time frame of charges this member is referring to. Unfortunately, we have no way of knowing a member's app is not working properly unless they bring it to our attention. As an additional courtesy due to personal circumstances the member shared with us & unable to determine if it was in fact a technology issue, we gave the member a partial credit for the most recent charges & put it towards her next month's membership payment. Unsatisfied with the resolution we provided, she demanded an immediate cancellation of her membership. Our cancellation policy requires a 30day cancel notice, which would require her to make one more payment, the payment we discounted with the credit from the cancellation charges. It was at this time she said she was going to dispute all previous & future charges. We explained we make our corporate membership policies clear & accessible to all potential & current members and are responsible to hold all members accountable for the same policies to maintain a fair business practice. In her formal complain she also stated we refused to provide her with the number for corporate. We do not have a corporate phone number as all locations are independently owned franchises; therefore, this was not a refusal on our part, simply us trying to explain how the business is structured. We will be happy to provide additional documentation showing this particular member was made aware of all policies she is now disputing.

Club Pilates is NOT a BBB Accredited Business.

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