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:04/05/2024

  Type:Product 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 used to go to Club Pilates West and decided to go with their monthly 8 classes for $159.00 as this seemed a better way. I did this for a few months although it seemed hard some times to find an available class even though it was not snow bird season in *******. When it is season everything is more busy. When it is not it is easy to find places. However, I developed osteoarthritis in my right hand and it made things difficult for me. I am an older lady and not as strong as I was and it was increasingly more difficult to find classes during the daylight hours. I developed severe pain and could not do the classes and was going to my orthopedic surgeon who in turn recommended a hand surgeon to me. When I went to see him who is renowned (he was a top surgeon on the first hand transplant in *******) and he thought I had something far more serious as I had a large lump on the inside of my wrist. So I told Pilates that I had to cancel my monthly fees as I could no longer go. I was told that I could not cancel and could only freeze the account on a monthly basis and pay money to do it. Well I looked up their legal situation with their head office online and discovered that of course I could cancel. What kind of business does not allow cancellation after an individual's situation changes, and they speak with a representative of said company to be told I cannot but find online I can? I am also a widow and my income is below the poverty level. I scrape by sometimes but always pay my bills. So I contacted my bank and they cancelled the payment of this big sum of money that was of no benefit to me anymore and besides which could no longer truly afford. I was in intense pain and my doctor had just told me that he thought if was really serious. Club Pilates kept sending demands for payment twice a month from my bank and it did not stop until I wrote an email to them explaining my situation to them so they sent a receipt showing I owed them no money at all. However that has not lasted long and thye have since been sending me demands twice a month asking for payment together with late charges. I think one class costs around $25 or so. I added up how much money they had cashed from me when I could not go even for quite a few weeks at a time and discovered that the only 8 classes I had been able to attend to that date added up to over $63 per class and that was in last year. In reality they owe me money but I know I will never see that. To be honest. I am so distressed by this, I cannot sleep at night and my stress levels are so high that I am having digestive issues so bad that I will most likely have to have another procedure. I am feeling harassed every time I receive another email from them. I have told them they have to stop or I will have to do something about it. I am at my wits end and I need someone to help me. I would be so so grateful if you will. I need time to upload as I dont know how to.

  Business Response

  Date: 04/30/2024

  ********** was a lovely member for quite some time. She decided to freeze her membership in October 2023. We were cordial and froze her account until February 28th. She was notified of the freeze being lifted and there was no reply. Therefore her membership became active and her $159 was due. ********** called the studio and said she was not going to pay and wanted to cancel. I sent her the cancellation form and explained that per her agreement there is a 30 day cancellation notice. The form she filled out, returned, and signed also stated the 30 day notice. She has refused to pay and has called the studio several times and is very nasty to the front desk girls. Her account was turned over to corporate and to collections. We are not involved with collecting from her.  ***********************, General Manager

  Customer Answer

  Date: 04/30/2024

   
  Complaint: 21535511
  
  I am rejecting this response because I don't recognize what they have stated.  As far as I can remember this is not what happened at all.  I did call their studio after the first freeze to be told that I had to pay money.  I have not been back inside any part of that studio since my last class which was several months ago on July 17, 2023 at 1.00 P.M. I have never been unpleasant to anyone there ever.  So that is definitely not true. 
  
  Sincerely,
  
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