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Business Profile

Fitness Center

Club Pilates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint 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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Complaint type

  • Initial Complaint

    Date:13/02/2023

    Type:Product Issues
    Status:
    Unanswered
    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 only option available with Club Pilates Thornhill which was a 3 month minimum commitment at $199 for 8 classes a month with a 1 time enrollment fee of $66.67. I signed up for the first 2 classes in the studio shortly after signing up for my membership. I signed up for the following classes each time I was in studio because my app was not working. In the beginning of Feb, I realized that all of the classes for the first 2 weeks of February were full with a waiting list of upwards of 6 people per class. Keep in mind the studio is small & I believe can only accommodate 12-14 students. The last 2 weeks of Feb, there was no availability for classes that worked within my schedule. Accordingly I called the studio and requested to cancel my membership. They proceeded to notify me that I should book my classes 1 month ahead which I told him is not practical or feasible with my work life schedule. The manager then proceeded to agree to cancel my membership but insisted a charge of $100 penalty will be charged. Had she not oversold memberships to her club we wouldn't be in the situation it's not right to charge me a penalty for cancellation when it's not my fault that I have to cancel. Also, none of this was properly explained to me & she herself acknowledged that the staff was all new. This place is not interested in keeping members. I would have loved to stay & I currently go to another gym that has a similar system & I have been a member for a number of years. I don't need to book classes a month ahead because they haven't oversold memberships beyond capacity of their space. What kind of a gym is this that you have to book a month ahead and if you don't you have a month gap between your sessions?

    I only attended 5 classes at a cost of $291.54. Once I refused to pay the $100 all future class credits were frozen. That's $58 a class. I want nothing to do with this company and I definitely don't think I owe them any more money.

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