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Business Profile

Pilates

Club Pilates Glen Abbey

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:09/10/2024

    Type:Billing 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.
    Name: [*** ****]

    Email: **********@***.com
    Phone: ********** * *** ****** **** * *********** ******* ********** ******** **** **** ******** According to their membership policy, I must notify staff in advance to cancel my membership for the next month. I informed a staff member in person 26 days ahead of time, clearly stating that I wanted to discontinue my membership. The staff member confirmed that they had processed my cancellation in the system.

    However, a month later, I discovered that over 300 CAD had been forcibly deducted from my credit card. Following that, the club staff continually called me, insisting that I must pay, claiming that the previous promise was no longer valid. ** **** ***** * *** ** ****** ****** ** **** ********** *** ****** **** ***** ****** ** ****** *** ***** ****** ** ********** *** ** ** ****** *** ***** ** * *** ******* * ********* **** ** ****** *** ** ** **** ****** *** ** ****** *** ********** ******* ** **** ******* **** ************* ******** ** ***** Despite my repeated attempts to explain my situation, they still refused to issue a refund. As a result, they deducted over 300 CAD from my account without me attending even once. My communications with them have been unproductive. *** **** * **** ***** **** ** **** ********** I am seeking assistance from the BBB to request a refund from Club Pilates or at least one month of membership as compensation.

    Thank you for your attention to this matter.

    Business Response

    Date: 08/11/2024

    Hi, we have previously resolved this matter with the member. They signed a membership agreement, the same as all our other members, which states there is a 30 day cancellation policy. Once the member provided us with their 30 day cancellation notice we set the membership agreement to cancel in 30 days, the same cancellation process all members have followed and continue to follow.

    Customer Answer

    Date: 08/11/2024



    Complaint: ********



    I am rejecting this response.It was because I understood the rules that I applied special application to the employee and got a clear reply from him before I left.

    I hope this message finds you well. I am writing to formally raise a complaint regarding the unauthorized charges applied to my account, despite a clear commitment made by the employee at Oakville location.I approached one of the employees at the Oakville store to inquire about canceling my membership within the 26-day period, specifically asking if it was possible to stop the membership without incurring further charges. * ******* ************ **** * ***** **** ** ******** ** ******* ** **** ** ******** ** ***** ***** ** *** ******* ** **** ******** The employee assured me that my membership had been canceled in the system, and that no further charges would be applied to my account for the following month. I confirmed this with the employee three times, and each time, I was told I would not be charged again.The employee said that it was only a few days later than the stipulated 30 days. For humane reasons, he would handle my application specially. I appreciate his personal service.


    Relying on this clear assurance, I left Oakville and did not use any of the services. However, in the following month, despite not using any services and having already left Oakville, I was still charged for the membership. When I reached out to the store to explain the situation, my concerns were dismissed, and I was told that the charges could not be reversed.
    **** ** * ****** ****** ** *** ********** **** ** *** ********* *** * ******** ** ********* *** ********** ********* I did not use any of  services after leaving Oakville and was explicitly told that I would not be charged again. Therefore, I am requesting an immediate refund for the unauthorized charges applied to my account.


    As I have been unable to resolve this matter directly with the company, I am requesting the assistance of the Better Business Bureau (BBB) to help facilitate the resolution of this complaint. ****** **** ***** *** ** ******** ********* * **** ****** ***** ****** ** ******* *** ***** **** **** ********** ******* ** *** * ** ********* ** ********* ** ****** ** * ******** *** **** **** *** ********* ***** ** **** *** ******* *********** *** **** ********* ********* * **** *** *** **** ** **** * ******* ** ******


    I appreciate your immediate attention to this matter and expect a prompt response. Please inform me of the next steps to resolve this issue, *** * ***** **** **** *** **** ** *** *** *** ***** ******* **** ****** *** ** **********

    Thank you for your time and consideration.

    Sincerely,



    *** ****

    Business Response

    Date: 15/11/2024

    Hi, the payment in question has been refunded to *** **** and will appear on her credit card statment in 5-15 business days. We have gone against our policy of a 30 day cancellation which Ms. **** agreed to with a signed membership agreement back on December 4th, 2023 and hope this will resolve the situation. 

Club Pilates Glen Abbey is NOT a BBB Accredited Business.

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