Complaints

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:06/25/2024

  Type:Product Issues
  Status:

  ResolvedMore 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 signed a 3 month contract with **** ******* in ******* for May 2024-July 2024. Each month I received 8 credits for 8 classes to be used within each month with no roll over of credits if they were not used. Due to the clubs over enrollment I was only able to use 5 credits, losing 3 credits in May I had paid for. By the time I was allowed to book June classes every single class had been booked out and I was wait listed for all 8 credits. I contacted the club several times to speak with management and was finally told to email Management. Once I emailed management I waited another 4 days to get a call from the district manager. After that conversation she agreed to cancel my membership and said she would speak to corporate about reimbursement for the month of June do to the classes being over booked, she stated that 95% of the time it was allowed considering the circumstances. I then had to contact her through email again because she had not gotten back to me within the agreed upon time frame. Only to find out that I would not be reimbursed for the month of June even though I was unable to take a single class through no fault of my own but the clubs inability to provide the services I paid for. She offered to allow me to use the credits in August when more classes would become available, but I did not sign a contract for the month of August because I would not be available during that time. In total I paid **** ******* ******* $338.20 and I am requesting a refund of $169.10 for the month of June which they have denied.

  Business Response

  Date: 07/09/2024

  Dear *********,

  In reviewing the details of your account upon return from an overseas trip, I will issue a refund for June in the amount of $169.10. However, we don't usually offer refunds for those who do not book their credits because you are not allowing the system to work. The waitlist is part of our business model as explained in detail at your sign-up. We also reached out numerous times to try to assist you to book classes and navigate our system correctly, but you did not allow us to do so. Those who use our system properly, get into classes.  Those who stick with it, get the benefit of taking reformer Pilates classes at an exceptional price. We offered you credits initially because we know most people just need time to get used to the system. It's unfortunate that you didn't stay with us, but the door is always open. Best of luck to you on your fitness journey. If you wish to speak directly, I can be reached at **********************************. I am happy to set-up a call. 

   Thanks,

  Danielle N*********   

  Customer Answer

  Date: 07/09/2024

  
  
  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.
  
  

  I do not agree or appreciate the business placing blame on me saying that I did not use the system correctly. I signed up for all 8 credits and was wait listed for the entire month of June. As I stated in my original complaint they have oversold memberships and cannot accommodate the volume of members they currently have. 
  
  
  
  Sincerely,
  
  
  
  ********* *****