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Business Profile

Pilates

Club Pilates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pilates.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

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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 status

Complaint type

  • Initial Complaint

    Date:03/29/2023

    Type:Order 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.
    Signed up for Club Pilates because I saw an Instagram Ad that said 20% off for first 3 months what the Ad failed to mention was that it only applied to their unlimited and 8 classes/month. This felt like a bait/switch tactic as I wanted to try out this studio. I opted for the 4 class/credit membership for $129/month. It was a frustrating experience as their classes are always full and you have to sign up to be waitlisted, which counts as credit. Given I had 4 credits, this meant most of the time I couldnt get into any classes. As the credits do not roll over. Another fail from the business. Lastly, I was traveling in Dec for the holidays and asked to freeze my account. ******, the manager, said she would extend it for another month, which was fine except she failed to clarify that I would continue to be auto charged past my 3 month membership contract. I only realized this after my Card was charged that day for the upcoming month, which came as a complete surprise as I thought my 3 month membership had come to to an end. I called immediately the day my card was charged to cancel and request a refund, as I was not happy at the studio. ****** said I needed to submit a 30 day cancellation email and that she couldnt give me a refund but gave me the 4 credits to use if I emailed to cancel that day which I gladly did. Its confusing to sign up for a 3 month membership if Im going to continue being automatically charged. This company is not a customer first organization, unless its benefitting the buisness. As such I dont recommend this business and request a refund of $129.

  • Initial Complaint

    Date:10/06/2022

    Type:Billing 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.
    On Sept 14, 2022, I enrolled in an unlimited 1 year membership with Club Pilates in ******, since they had a discount promotion that will end on September 15. Before I enrolled I asked some questions and one of the questions I asked was, "What if I will go for vacation for like 2 weeks or so?", the one who helped me answered that they can freeze my account and that will extend the length of the contract. I told her that I would be on vacation starting tomorrow which was September 15 until the 27. She then told me that she can changed the end of my membership to September 27, 2023. Thinking that there was flexibility with their contract and I have planned trips for the next few months, I signed up for a 1 year unlimited membership which means I can go for a class anytime and I can book ahead of time as well as I can freeze my account whenever I'll take some trips. I paid $2300. I received my receipt through my email but I didn't received any contract from them.Today, Oct 3rd, I called Club Pilates informing them that I need to freeze my account for an upcoming trip and they answered me that I have to email the manager. I emailed the manager asking to freeze my account from Oct 19 until November 3rd and she replied that they could only freeze the account for at least a month, so I replied that I had my account frozen for only 2 weeks last month and demanded to send me the dated contract and she just simply replied, "Yes, corporate has made us crack down on policies and we can no longer freeze for less than one month." And emailed me the "CONTRACT REMINDER".My question is, why they are not sending the members with fine print regarding their policies and contracts? Is it because they can just change their policies for their benefits whenever they want to?Also, since I have unlimited class, I tried to book my class ahead of time. I discovered that when I tried to book in advance, I can only book for 13 classes which means it's not "unlimited".

Club Pilates is NOT a BBB Accredited Business.

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