Complaints

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.

• Initial Complaint

  Date:01/22/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I had an unlimited membership for over 2 years but decided to cancel because we were moving. I requested my membership be cancelled in May 2024, effective June 2024. I was sent a link, I filled it out, and thought everything was done. Fast forward to December ******************************************************************************** the monthly fee every month. I called and left multiple messages before anyone got back to me. When I finally did speak with someone and explain what happened they asked me for proof I cancelled. I didn't have proof - nothing was ever sent to me. I explained that for 2 years I came to classes 3 to 4 days a week but since the end of May I had not been to a single class, thinking that was enough proof. They said the manager would contact me, she did via text and again asked for proof and offered to let me gift classes to someone else. We are talking about almost $1500 in classes. I declined and again asked for a refund, she again asked for proof. I find it odd that they believe me enough to let me gift classes to others but not enough to credit me for their mistake. I have disputed with **** but they will only let me dispute the charges that were made in the last 60 days.

• Initial Complaint

  Date:12/03/2024

  Type:Billing Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I signed up for the unlimited class membership @ $206 per month with Club Pilates, Slidell. What they didn't tell me is that each time I book a class and then have to cancel, they would charge me $20, even though I pay for unlimited classes. I even cancelled through the app to allow someone else to have my spot, and they still charged me the same amount that they charge for those who just don't show up, which I think is very poor service. Due to a medical issue that prevents me from exercising some days, I ended up paying between $230 and $260 a month after all was said and done. So, I called to cancel Club Pilates, only to be told that I had to physically go in to sign papers. When I arrived on a Monday afternoon during hours of operation, I was locked out, and nobody answered my knocks or phone calls, so I sent an email explaining that I was there and sending cancellation in writing. They responded a few days later and said that was not acceptable and that I needed to physically go back to the store. Their excuse was that someone was sick that day so they couldn't open. I should not be inconvenienced due to their mismanagement. Furthermore, I asked for the owner's contact information and was denied and told that the owner would contact me, but she has not. On top of that, they said they will charge me for one more month once I cancel so that "I can still access the gym as often as I'd like!" I told them I was not interested in another month's access. But apparently, that's hidden in the small print of the contract, but they failed to verbally disclose that information at the time of signing. They are shady and dishonest and have very poor customer service "policies." The owner has never contacted me to help resolve my issues, even though I was assured she would.

• Initial Complaint

  Date:11/27/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I paid for a three month membership with this club. After which I discovered that it was difficult to schedule for a person working a normal job with their class availability. But I was going to finish out the three months and then stop going because of the scheduling and the fact that their app would never let me in it. My car engine exploded about a month after I started going and I got distracted trying to fix the situation. I didn't realize there was a problem with my account until after I had given my phone and number to a family member, a MINOR. They sent my account to collections without communicating with me (Which is ILLEGAL) and then called the person the number was given to. She told them she was not me a couple of times and they kept harassing her saying she was me and being extremely nasty. SHE IS A MINOR!!! As soon as I found out I got a ride over to the club to get it handled, mind you in the middle of the day, and not a single person was there that could take care of it. The people had to be texted to reach out to me. After hearing the way she was treated, I was not comfortable giving my phone number so I gave my email. I want my account canceled and taken out of collections. I will pay what the balance would have been for those two months ($89 a month) IN CASH. There is no way I am willing to pay with another card for the risk that they will keep charging me. After that time I want my account canceled and deleted.

  Customer Answer

  Date: 11/27/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ****** ******
  
  
  
   
  
  

• Initial Complaint

  Date:10/07/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I had a membership for 8 classes per month. ALLEGEDLY, the You get 8 credits. If you cancel or no-show a class, you lose a credit. You don't get charged a fee. Well, I had a funeral to attend. Several hours before my scheduled class, I texted them asking them to please cancel as I wasn't going to make it, since I was at an out-of-state funeral. They cancelled the class, and charged me a $15.00 fee. I was baffled. I informed them of this, and they promised to refund it, but never did. A few days later, I was coming from ****** to PTC for class. Traffic was so bad. I ran inside and explained this to them, but was told they couldn't let me back there. I believe I was 7 minutes late, and the "grace ******* is 6 minutes. That's fine. That's their policy. But there was an open reformer for me that went completely unused, so I don't get it at all. When you pay THAT MUCH per month, you kind of hope for a little more decency/respect. Things happen. That night, I was charged a $20.00 NO-SHOW FEE. I DID show up. I explained the issue. And, nonetheless, I have a type of membership that does NOT allow fees to be charged. So, yet again, I not only lose a credit, but I get a fee. I already texted them about the $15.00 fee which they were yet to refund, and now I text them stating that I need $20.00 refunded as well. They completely run me in circles. They "can't refund me," the manager has to. Every excuse you can imagine was thrown at me. "She's with a customer right now," or "I left a note for the manager." This went on and on for DAYS. I, as the customer who was wrongfully charged, had to contact them DAILY, asking for refunds. They either didn't respond, or gave me the same lousy excuses. They are YET TO REFUND ME, after ADMITTING that they wrongfully charged my card on file.

• Initial Complaint

  Date:09/06/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I try and call, email, show up in person to this establishment and I cant get anywhere with my membership cancellation. I filled out the paperwork to cancel my membership at the first of August 2024. I no longer have an active membership but they continue to take funds out of my bank account.

  Customer Answer

  Date: 10/01/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Club Pilates regarding complaint ID ********.
  
  Sincerely,
  
  ****** *****
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I purchased a gift card for my mother to use at Club Pilates in ************, *******, amounting to $307 after tax. My mother has not taken any of the classes using her gift card, but the gift card has been charged a membership fee she did not want. To cancel this unwanted, recurring membership fee, the business is claiming it needs to charge an additional $175 to the gift card--which would mean nearly the entirety of the gift card has been used without a single class being taken. The gift card was purchased on June 15, and I have been trying to get the gift card refunded (not even trying to get my money back) since July. The studio takes weeks to call you back. On Aug. 12, I spoke with a sales manager who repeated the "policy" and defended her employee, without allowing for the possibility that the membership was signed up for erroneously. This business is borderline predatory and its staff unprofessional.

  Customer Answer

  Date: 09/10/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Club Pilates regarding complaint ID ********.
  
  Sincerely,
  
  ***********************************
  

• Initial Complaint

  Date:08/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  I joined Club Pilates of ***************, ** for a 3 month membership and completed it. I was told I had no more visits (had used them all) and was content to stop. I was not made aware that I would continue to be billed monthly past the 3 month membership. I have continued to be billed $109 per month from June of 2023 until the present (July/August of 2024. I have not lived in ******** since August of 2023 and was not made aware by the club that I was continuing to be billed monthly despite not using the club. There is not way to cancel membership online! This business makes it difficult to cancel a membership I did not know I had (recurrent, indefinite charges) and makes little to no attempt to notify individuals that they are continuing to get billed despite not using the service. This is a scam and as see on the BBB I am far from unique in my complaints. I have a doctorate degree and still got scammed by this business. While the pilates trainers are good and I benefited from the classes, their business practices are unethical.

• Initial Complaint

  Date:07/02/2024

  Type:Order Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 in ******************************** charged me 9 months straight when the membership was only supposed to be 3 months and not to be charged until I attended a class. I never attended any classes and was still charged and they continued to charge me.

  Customer Answer

  Date: 07/27/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by Club Pilates regarding complaint ID ********.
  
  Sincerely,
  
  *********************************
  

• Initial Complaint

  Date:07/01/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  I followed the cancellation procedure for Club Pilates. They emailed me the form and required me to bring it in person, not through email or over the phone. I did that and they told me in person that my membership was cancelled. However, they have continued to charge me for over a year. If I call them and try to find out why, they say they will call back but never do. At this point they have charged me for my canceled membership 16 times, which is $2000 of fraudulent charges.

  Customer Answer

  Date: 07/01/2024

  Better Business Bureau:
  
  I have communicated with and received a response directly from the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.
  
  Sincerely,
  
  ***********************
  
  
  
   
  
  

• Initial Complaint

  Date:06/27/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  The are scammers I tried cancelling my membership due to hardship and losing my father they did not give a dam they sent emails and a trying to collect money they wont cancel my member ship until I pay after I already spoke to someone its a complete scam