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Business Profile

Pilates

Club Pilates

This business is NOT BBB Accredited.

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Reviews

Customer Review Ratings

1

Average of 1 Customer Review

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Review Details

  • Jocelyn D

    Date: 09/05/2024

    Jocelyn D

    Date: 09/05/2024

    I would like to express my concerns regarding my recent experience with Club Pilates *********. While I appreciate the instructors' dedication and professionalism, I encountered significant challenges with the management, particularly with ******. I understand that businesses have policies in place, but my situation has left me feeling quite frustrated. After being informed by a friend that my membership fees were higher than expected, I decided to cancel my membership just one day after my card was charged on September 4th. When I called on September 5th to initiate the cancellation, I was surprised to learn that I needed to come in physically to sign a cancellation form, rather than being able to complete this process via email. When I inquired about the possibility of waiving the one-day late fee if I came in to sign the form, I was told that it was against policy. I found it difficult to understand why a single day's delay would result in a full month's charge without any consideration for prorating. This experience felt quite unfair, especially when I felt I was being taken advantage of financially. Furthermore, I attempted to reach out to the corporate office for assistance, but the voicemail was full, and there was no email provided for further communication. This has led me to believe that the customer service approach may require significant improvement. I sincerely hope that sharing my experience can contribute to enhancing the policies and procedures at Club Pilates. Thank you for taking the time to consider my feedback.

    Club Pilates

    Date: 09/09/2024

    We regret that ****************** feels she was treated unfairly and is unhappy with our billing policies. In our defense, we provide all our new members with a copy of their agreement which clearly lays out all costs, as well as a 1 page summary of all our policies including billing policies. We review these and have each new member initial and or sign each document. Per our documentation, ****************** did this as well and we are happy to provide her back up documentation upon request. As for her the comment that "membership fees were higher than expected", we are somewhat confused, as her fees stayed exactly the same for the term of her membership. As policy, we have never increased membership fees for active members unless they change their membership type. As Club Pilates is a franchised system, calling corporate is not an effective path to resolve this matter. Our Regional Manager will reach out to ****************** in an effort to resolve her complaint.

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