Complaints

• Initial Complaint

  04/26/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined Pilates club and was misled to thinking the money paid was for three months. I called to get the information correct and was told I could buy out for $ 100. It is money taken from a disability.

  Business response

  04/26/2023

  To whom it may concern:

  I am not 100% certain who the complainant is and therefore may not be able to provide accurate information. Our memberships are on a monthly basis and the initial term is for a 90 day period. All our members sign an agreement committing to the terms. Early termination for the agreement requires a $100 fee. Whenever a member is unable to make a payment we do our best to reach out to the member to better understand the situation. In some cases we can offer a temporary pause in the membership or even decrease the membership value. However the term must be completed. If I am able to obtain the identity of the individual I can provide proof of agreement.

  Customer response

  05/03/2023

  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.
  
  Regards,
  
  *************

• Initial Complaint

  01/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 20, 2022, I called ClubPilates and spoke to someone about cancelling my membership. She said she would process the cancellation. Since it was "...past my billing date" I would be charged again in November for the full amount. I was very unhappy so I contacted the manager. I have attached the email string. Bottom line is that the "best" the manager could do was bump my membership down from $169 per month to #$79 for the last month (November 2022) and I would have access to the facility until December 20. I was okay with that although I 100% disagreed with the policy. You can see from my email that I wanted a copy of my agreement. I have attached a copy of the agreement. NOWHERE does it say that my 30 day notice must be within the billing cycle. I was willing to pay the prorated fee for the two days past my billing cycle. ****** (manager) said that was not an option. Nonetheless, I did agree to pay $79 in November. I did pay that. MY COMPLAINT is that they charged me $79 AGAIN in *******. (nothing in December). I tried calling and there was no answer. I did send an email to the **** Manager (******) and told him I would be filing this complaint. I want a full refund for ******* as well as a refund of the $79 charge in November. (total $158)

  Business response

  01/23/2023

  I have spoken with **************** about the charges taken in December and January. These charges were due to a system error and a full refund has been issued. We responded to Ms. ******* complaint within 24 hours of being notified. We have received satisfactory response from ****************. I do believe this complaint has been resolved. 

  Customer response

  01/24/2023

  Complaint: 18870099
  
  I am rejecting this response because: To clarify-- I did not "speak" to anyone regarding this.  I sent several emails and finally received a response via email  This complaint will not be resolved until I actually receive the full refund.  I have not received a return of funds to the original method of payment.  My mailing address is different from that on my contract. and I passed that on.  My address is:

   

  220 *********** Unit 101

  **********, ** 78666

   

  
  
  Regards,
  
  *************************

*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. ↩