ComplaintsforClub Pilates

• Initial Complaint

  09/20/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Beware, do not go here. You will be sorry! Warning do not give them a credit card, they will never stop charging you. They cancel classes all the time. Read the reviews and consider yourself warned. I read the reviews and I was apprehensive, I should have listened to my gut. The managers/owners hide behind minimum-wage customer service people who are helpless when it comes to solving problems! Read the contract carefully--its all about them!

  Business response

  10/05/2023

  Our organization is thankful for Mr. ****** feedback and opnions.  We had attempted to find an amicable resolution but were unable to do so.  It is our belief that our team members should be empowered to work with our patrons and escalate concerns in the event they aren't able to resolve the issue or challenge at hand.  The claim of frequently canceled classes is factually inaccurate although there are one-off instances in which this occurs when emergencies occur with staff members.  We do encourage all patrons to carefully review the membership agreement prior to becoming members and will continune to encourage this practice.  We wish Mr. **** all the best in his continued fitness journey. 

   
  

  Customer response

  10/05/2023

   
  Complaint: 20628636
  
  I am rejecting this response because: A reputable company would try and resolve a complaint by calling or at the very least emailing the customer. As the usual behavior of the clubs management is to hide behind its staff or subtle response on social media. It was no problem for them at all to take money from my account or call me during the recruitment courtship. However as soon as there was a problem they forgot how to use the simplest tool of all , the telephone. I will be statisfied when I see a credit in my account and recieve a formal and public apology for such a disappointing experience.

  Respectfully,

  ***********
  
  
  
  
  

  Business response

  10/26/2023

  Phone conversations between Mr. **** and our front desk associate occured on 8/28/2023 and 9/20/2023.  Management followed up with a call on 9/20/23 10 minutes after Mr. ****** coversation with the front desk.  A follow up text message was sent to Mr. **** on 8/28/2023 to confirm the processing of his membership cancellation.  Mr. **** responded to this text message stating "you guys are horrible".  Our organization respects the fact that Mr. **** does not agree with our membership cancellation policy.  We wish him all the best.   

• Initial Complaint

  03/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Went to the *********** Fit Fest & 5k, they had a vendor ****************************** was a vendor at the Fit Fest. They had employees from the Aliante & the Skye ****** location. Total 3 were working the table they had at this event. At the event they had a spin the wheel for prizes. At the event I spun the wheel & "won" a pair of grip socks. Of course they didn't have any socks with them & told me to go to the studio to pick them up. I went to the Aliante location to pick up & even saw the gal who was 1 of 3 at the booth at the event & once she remembered I won the socks & checked her list she forced me to schedule a class & to collect the socks at the class. They wrote my name & prize down at the event. I couldn't even get them after scheduling the class. Instead I was told I needed to arrive 30 min early to check in & get the socks then. But I'm already here why do I need to come 30 min early to get them? Ultimately I ended up cancelling the class & have been unable to reschedule but I would still like to collect the prize I "supposedly" won. Tried going to the Skye ****** location ****** acted clueless. I tried calling & got the same result. Ultimately I feel scammed & lied to about the prize I supposedly won & can't seem to collect without strings attached. Trying to call and speak with a manager at either location doesn't seem to work as I was told at Skye ****** that there isn't a manager that comes into the location. The manager at the Aliante location hasn't been there the 2 times I was told she would be there. The amount of work I've put in for a $20 "prize" has left me not liking Club Pilates and I will never recommend them based on the lack of ******************* and switch scams they are trying to do. Wish I could remember what other so called prizes they had on the wheel. To see what other prizes they have probably refused to give guests. If they can't afford to give $20 socks they maybe shouldn't be doing prizes and be vendors at community events.

  Business response

  04/18/2023

  Hello BBB team, 

  This complaint appears to be a case of a simple misunderstanding.  During this event, our team members had prize wheel out that could be spun if someone gave their information to sign up for a free 30-minute class.  The person that submitted the complaint spun the wheel and landed on the portion of the wheel specifying a free pair of atheltic grip socks.  At a later date, they went to my Aliante Pkwy location to scheudle their free class.  The studio manager suggested that they pick up their socks when they came back for their class.  The person went to another studio location off of **************** drive to claim their socks.  Since the *** and lead management systems between the 2 different locations don't communicate, the staff at the Skye ****** location couldn't find record of this consumer having won a free pair of socks.  At no point in time were any staff member attempting to scam or withhold a prize from this person.  The issue boils down to the consumer assumed that both business locations shared all information which unofrutnely just isn't the case.  While our business has multiple locaitons under the same franchise, our systems don't communicate in that matter which ultimately lead to this confusion.  The Aliante location (where the consumer first scheuduled her class and was directed to come back for the prize) has since continued to try to reach out to this person and have not recieved a response.  My assumption is that the consumer feels as though the business is trying to not distribute the prize they had won and that simply isn't the case. 

  I'd be happy to provide further clarity if needed but we'd be happy to give this person their prize.  Thank you for your time and attention to this matter. 

   

• Initial Complaint

  10/05/2022

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I was a member at Club Pilates for years. I placed my membership on hold due to finances. When I first requested to put my membership on hold they told me I needed to pay another month before I could place it on hold. I paid another month (didn't go to any classes) and then the next month they placed my account on hold. They charged me the hold fee. During that hold month I requested to cancel. So, they charged me both the hold fee and the "final payment" in the same week. One month later they are still contacting me saying that they want another monthly fee. I cancelled this membership. They keep texting me wanting money for a membership that I am not using and have not used since 08/11/2023. Please stop the harassing and asking for payment for something that I am not using.

• Initial Complaint

  10/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In January 2021 I was a unlimited monthly member of Club Pilates Spring Valley and I also purchased 16 private sessions from this company for nearly 1200 dollars. In April, due to short staffing at my employer I was no longer able to attend. I called and cancelled my membership and was charged again in May and June. I was refunded for June and assured I would be able to come back when things slowed down at work and my privates were still available until January 2022. I called to set these up and received an email back that they no longer think I am a good fit for their studio however they still have 8 credits for 8 of the 16 privates I purchased in January. I emailed them and called them that I would like those credits refunded since they are choosing for no reason that was ever indicated to me to not have me as a member in their studio.

  Business response

  06/09/2022

  Business Response /* (1000, 8, 2021/11/10) */ Club Pilates Spring Valley has decided that ******** ******* is not a good fit for our studio for several reasons that directly disrupted our operations. ******** ******* purchased 18 private sessions at our studio on January 9th, 2021. These sessions are good 6 months from purchase date (see agreement she signed below), meaning the sessions have expired as of July 9th, 2021. ******** cancelled scheduled private sessions outside of our 12 hour cancellation policy and even didn't show up to a handful of her sessions giving no notice that she would not be attending, meaning that an instructor came to our studio and waited on ******** while they could have made other commitments. She later requested a refund of the $1,200 paid for the sessions, this request was denied as she signed an agreement stating they are non-refundable (see agreement attached below). ******** failed to use 8 of the sessions before the expiration date, however we allowed her to continue to utilize the sessions despite this. ******** was told in June 2020 that we would allow her to continue to utilize the 8 remaining sessions as she said she would not be able to utilize all of them prior to the expiration. As of November 2021, she has not utilized any of the 8 sessions. On October 21, 2021, ******** left a voicemail to us stating that she would like to sign up for a membership, she never mentioned the private sessions, in which we responded that we do not think she's a good fit for our studio. She was told she can still utilize the 8 unused sessions but moving forward we do not think it's best she should sign up for a membership. ******** requested a refund again for the 8 sessions which we have decided to honor. She has been refunded for the 8 unused sessions for a total refund amount of $533.36. In May of 2021, ********'s account acquired a past due balance of $35 for fees which she failed to pay. She was sent 20 emails in regards to her past due balance in which she opened 2 of them. However, she falsely claims that she was never communicated with and requested a refund of all charges on her account (see SMS conversation below). This request was denied as membership fees are non-refundable, per the agreement she signed. She then requested to cancel her membership on May 15th, 2021 due to this incident but never filled out our required cancellation form. Regardless of the fact that she did not fill out the required cancellation documents, she failed to pay the past due balance so we could not cancel her membership. Per our agreement, memberships with a past due balance cannot be cancelled until the balance has been paid. She accrued a past due balance of $229 due to failure to update payment method. The past due balance of $229 was processed on June 27th, 2021. After this payment was processed, ******** came to the studio and was very disruptive and disrespectful in regard to this matter. She made rude comments claiming our studio and business is a scam and that if she was not using her membership, we should have taken a hint and cancelled it. However, upon signing up for a membership at our studio, ******** signed an agreement stating that a 30 day notice is required to cancel your membership. She refused to leave until we refunded her, and although this is against policy we fulfilled the request as she was disrupting the class in session. On another note, previously ******** has requested a refund of numerous no show/late cancel fees. Upon signing up for a membership, she signed our agreement stating that 12 hour notice is required for cancelling classes or a $10 late cancellation fee applies and not showing up to the class results in a $15 no show fee. Although she agreed to these policies, she still proceeded to ask for refunds of these fees. While unfair to other members who agreed to our cancellation policy and abide by it, we refunded three of the several charges as a courtesy to ********. In total, ******** has cancelled/not shown up to 148 classes while only attending 64 classes. With only 12 spots available for class, cancelling outside of our policy/not showing up for classes takes away a spot from our valued members who are trying to get into classes and is frustrating to our members. Attached below is the agreement ******** ******* signed upon enrollment as well as additional documents.

*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. ↩