Complaints

This profile includes complaints for A Pilates Practice LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  A Pilates Practice LLC

  3929 E Arapahoe Rd Ste 100 Bldg 6 Centennial, CO 80122-2074

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  A Pilates Practice LLC

  10133 Fawnbrook Ln Littleton, CO 80130-6896

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.

• Initial Complaint

  Date:04/30/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 purchased 5 sessions in the amount of $575 on Feb 4th. I told **** *** that I have an injured Knee So, she could Work around my injury. As I attended these Sessions My Knee was getting more aggravated and causing more Pain. On Feb 27th I received a text From **** *** Stating that my Next Payment was due. This was misleading as I did Not think I was obligated to continue. I then sent her another $575 on Feb 28th thinking I **** **** her polices and then asked that she send me her policies. After re reading her policies, I learned I was NOT obligated to pay her. I did attend 3 out of the 5 sessions. On March 17th I text **** asking her to call me as I was in so much pain and could Not Walk without crying after the last session I attended. When we spoke on March 18th, she agreed that she was Not a good fit. I asked that she reimburse me $230 for the 2 remaining unused sessions. I even asked if she would Split it. She refused. On March 20th I sent an email addressing all of the issues (attached) in addition to a Zelle request. She has Ignored and Never responded. I am asking to be reimbursed for the un used sessions

  Business Response

  Date: 05/16/2025

  Company: A Pilates Practice
  Consumer: **** *********
  Complaint #: 23256067
  
  I am **** *** *****, owner of A Pilates Practice and this is my response to the above-referenced Complaint.  
  
  For reference to this response I have and hold in my possession the following documents:
  
      1.    Executed Welcome Policies Agreement signed by client.
      2.    Executed Release of Liability signed by client.
      3.    All text conversations between Consumer and myself beginning Monday, February 17th 2025.
      4.    Consumers email letter to me dated Thursday, March 20th, 2025.
      5.    Consumers ****** review of my business dated approximately Sunday, April 27th 2025.
  
  Prior to providing any services, I interview all prospective clients, which includes a conversation regarding other activities and exercise routines they have done and currently are engaged in.  It also includes a discussion regarding the agreement that is required between the client and my business, specifically, my expectations for new clients, and my payment, no refund and cancellation policies.  During our initial interview, the Consumer disclosed that she also did Pole class, and other more vigorous and fast paced weight lifting workouts a few times per week. We discussed that all of my clients are required to do 5 privates sessions prior continuing to group class but may continue private classes through a purchase of five or ten sessions.  The private sessions help ensure that the client has the basic foundations for proper posture and body alignment required of Pilates and is able to move into a group class with safety.  I am also very clear with prospective clients about my allergies to pets and asked Consumer if she would agree to spraying her clothing with a pet dander neutralizer before our sessions. She agreed to the same without any objection or expression of concern throughout her pilates sessions.
  
  Consumer began taking her initial package of five private sessions at A Pilates Practice on Monday, February 10th, 2025 after she signed the Welcome Policies Agreement and Release of Liability.  The Agreement specifically includes an advance payment policy and cancellation policy.  The Release asks about previous injuries, surgeries, etc. that would limit her participation and none were disclosed.  
  
  The Consumer continued with her four of her five private session without any complaints and in fact indicated that hips felt more flexible and she moved smoothly and with ease when she walked.  No knee pain was disclosed prior to her leaving for vacation in February and on February 28th, Consumer purchased another package of five private sessions.  
  
  When Consumer returned from vacation, she complained about sciatica pain but there was no complaint or disclosure of knee pain.   At this time, she stated that she had a previous instance of sciatica pain caused by a cyst that was removed surgically, which was the first disclosure of any previous injury.  Because of this and in order to ensure we could progress safely, Consumers sessions were modified to extremely low intensity, with very basic movement.  After our eighth session, on March 18, Consumer requested a refund (reimbursement) for her remaining two sessions.  I reminded Consumer of the Welcome Policy Agreement and payment and no refund policies contained therein, which was fully executed prior to her starting Pilates.  At no time did I indicate Consumer was not a good fit for Pilates classes.  
  
  I received her email letter of March 20th, but did not reply as the issue of a refund had been fully discussed in light of the Welcome Policy Agreement.  Consumers unilateral decision to forgo her remaining two private sessions  and demand a refund where the Welcome Policies Agreement clearly states otherwise and then file numerous complaints is disingenuous. 
  

  Attached please find copies of Consumers executed Agreement and Release of Liability.  Please be advised that I can make all emails and text conversations available upon request. Should the BBB have additional questions, or your office requires further information, please do not hesitate to contact me. 
  
  Respectfully,
  
  **** *** *****************