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Business Profile

Pilates

Club Pilates

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints 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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  • Initial Complaint

    Date:01/11/2024

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    TL;DR: I cancelled my membership and was wrongfully told I could use my credits til a certain date and now they won't take accountability.

    I had a 3-month membership (8 credits per month) and I requested to cancel after 3 months, with a 30-day notice. My membership ends Oct 31. I was told that I can use my credit until Nov 30 - see email screenshot.

    Oct 31 comes around and all my classes booked for November have been cancelled without my knowledge. I got an email saying my membership was cancelled but nothing about not being able to use my leftover credits in November.

    Throughout October, I wasn't able to use my app to book, so I had to ask their help to book via email. They booked 4 classes for me, and no one told me I can't use my credits in November.

    I sent and email to management, then called at 4 pm Oct 31 and **** ****** asked for an explanation. I quoted the Aug 29 email. Leigh-Ann (manager) said she is "not taking accountability for it, none whatsoever. I don't understand how you want to attend classes without a membership." As you can see, I still have 4 credits left.

    She told me to refer to the legal contract, but it was my mistake thinking an email from management confirming the date would be sufficient.

    ******* *** **** * *** **** ** *** ********* *** *** ********** ** **** If they weren't going to refund me, they could have offered to let me use my credits. ******* * *** ***** **** ** ** ***** **** * *** **** ********* *** ************* ** ***** * ********* ****

    Business Response

    Date: 26/11/2024

    Hi, we are sorry for the confusion around your credits and do want you to be able to enjoy Pilates. The normal process as laid out in our membership agreements are credits expire after 30 days from purchase, however, we do understand it can be hard to use all credits in that time frame and have added those 4 credits in question back to your account and can be used any time between now and February 28th, 2024. Please let us know if you run into any issues booking classe and hope you find the resolution to your liking.

    Customer Answer

    Date: 26/11/2024



    Complaint: ********



    I am rejecting this response because:
    I would like the dollar equivalent of the 4 credits back, which is $118, rounded down. ** **** *********** **** *** ******** ******* ***** ** ***** *** *** **** * **** ***** ** ** ****** *** ******* ****** * ** ** ****** ******* ** *** ******* *** ** * ***** *** **** ** **** ***** * **** **** ** *** ** *** ******* *** ** ******** ****** *** ******** ** **** ** **** ** ****** ******* ***** ****



    Sincerely,



    ******* ***

    Business Response

    Date: 27/11/2024

    Hi *******, I completely understand not wanting to do the remaining four classes. I have refunded $118.65 to your credit card and you will receive email confirmation today and should be back on your CC in the next 5-15 business days. I do apologize for your experience the last month at the studio and hope this will help a little. Wishing you safe travels and a happy holiday season ahead. All the best.

    Customer Answer

    Date: 28/11/2024



    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.



    Thank you for all that you do.



    Sincerely,



    ******* ***

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