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:05/13/2025

  Type:Order 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.

  Business Name: Club Pilates *************** / ********** / Estero Franchise Owner: ******* ******* Complaint Summary:Date of Transaction: May 10, 2025 Amount Paid: $299/month for Passport All Access Unlimited membership (billed via **************************************)Business Commitment: The Club Pilates Passport All Access Unlimited membership promises unlimited access to group Pilates classes at any participating Club Pilates studio across the country. No limitations on daily class attendance are included in the written agreement, nor are such limits stated in promotional materials or at the time of enrollment.Nature of the Dispute: On May 10, 2025, I was denied entry to a second class I had booked via the Club Pilates app. Fort ***** staff and regional manager ****** ******** informed me that their location imposes a "one-class-per-day" rule. This was falsely described as corporate policy and does not appear in my contract. I asked calmly to see documentation and was refused. I was ultimately denied service and threatened with police intervention. A call with my home studio in ******** confirms no such corporate policy *************** Attempt to Resolve: I later received an email from VP of Operations ******** **** defending the denial and falsely accusing me of misconduct. I have audio evidence, including proof that any video taken was from my car outside the studio. The business has not offered resolution.Advertising Concern: Club Pilates advertising promotes unrestricted class access nationwide. Daily class limits are not disclosed in membership agreements or marketing.This incident caused emotional distress, travel loss, and reputational harm. I request a formal apology, public acknowledgment, and compensation for lost service, emotional impact, and misuse of power. I ask the BBB to hold this franchise accountable to national brand standards.Documents and recordings available upon request.

  Customer Answer

  Date: 05/19/2025

  Please see attached

  Business Response

  Date: 07/07/2025

  To offer additional context regarding this situation and the business policies applicable to our studios.
  
  As of December 2024, with an effective date of January 1, 2025, all Club Pilates studio locations owned and operated by ***************************** implemented a clear booking policy which permits members to take one class per day. This policy was developed and communicated to all membersexisting and newvia multiple channels in the 60 days prior to the effective date. Its purpose is to ensure fair access to class bookings and equitable treatment across all membership types for the benefit of our entire member base.
  
  ******** *********** is not a member of our studio. Her home studio, as reflected in her agreement, is Club Pilates *****************, which is independently owned and operated by ************* in a different Florida county. As such, her agreement does not include or reflect our specific terms, policies, or operational procedures. Nonetheless, ******** has been visiting our ****************** regularly for over a year and has been granted guest access under the corporate Passport Membership.
  
  While we value and welcome Passport members, all visiting members must still adhere to the operational policies of the studios they attend. Since January 2024, ******** has been informedverbally and in-personof our single-class-per-day policy. Despite this, she has continued to book and attend multiple classes per day across our locations, predominantly on weekends, and has declined to comply with the policy. Our team has attempted numerous times, including weekly conversations, to resolve this with respect and professionalism.
  
  Leading up to May 10, 2025, ******** was again booked for multiple classes, despite repeated reminders. That morning, she was contacted and kindly asked to release one of her bookings, consistent with our standard communication to all members who inadvertently book more than one class per day. Instead of cooperating, ******** became verbally aggressive and uncooperative, raising her voice to our staff over the phone and creating a situation in which our team membersmany of whom are young professionals and college studentsfelt intimidated and concerned for their safety. Our Regional Manager had to immediately travel to the location to provide support.
  
  Upon her arrival at the studio, ******** continued to be disruptive, directed our staff on how they should handle the situation, and refused to leave when asked. She insisted on taking both classes and declared she would not exit the premises unless allowed to participate. She also requested documentation related to her agreement, which we do not hold as her home studio is not ours. While she stating she was not recording the interaction, she had recorded conversations at both our studio and her home studio and submitted transcripts to your officeheightening our concern for our client and staffs comfort and privacy.
  
  The emotional toll on our front desk staff was substantial, with several visibly upset and crying after the incident. This behavior not only disrupted the operations of our studio but also directly impacted the experience of new clients attending their introductory classan essential part of our business model and membership growth. Michelles actions, unfortunately, created an unprofessional and uncomfortable atmosphere, despite our best efforts to communicate, accommodate, and collaborate with her home studio in hopes of resolution.
  
  We want to be clear: we remain committed to upholding a respectful and inclusive environment for all guests and members. We were willing to continue welcoming ******** as a guest if she simply honored the same policy followed by over ***** members across our four studios in **********. Our policy is in place to ensure fairness and access for all, and our staff must be treated with professionalism and respect.
  
  We appreciate your attention to this matter and respectfully stand by the actions and communications taken by our team to protect the integrity of our studios, staff, and members