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:09/23/2024

  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.

  Ive attended Club Pilates (CP) four times, and two of those visits at the *********************** location have been frustrating due to poor business practices.1. Lack of Transparency On my first visit, I was told I couldnt join the class without grip socks, which I had to buy for $20. This requirement was never disclosed beforehand, and being forced into a purchase felt like an upsell. Important policies should be communicated upfront, not after arrival.2. Inflexible Booking Policies I was automatically booked for a 6:30 a.m. class and lost a credit without being notified. ** refused to return my credit, stating exceptions are only made for medical emergencies. Good customer service should prioritize resolving system errors.3. Strict Attendance Policies Later, I arrived six minutes late to a 10 a.m. class. Although the class hadnt started, I was delayed by the front desk and told I couldnt join due to a five-minute policy. Punctuality is important, but applying this without context or flexibility wastes customer time.4. Retaliation for Honest Feedback After leaving a ****** review, CP canceled my membership instead of addressing my concerns. This retaliation against feedback is unethical. Businesses should value customer input and use it to improve, not silence it.Summary of Violations Lack of transparency: Not informing customers about grip sock requirements.Inflexibility: Refusing to correct booking errors.Unclear policies: Strict enforcement of late-arrival rules.Retaliation: Canceling my membership after a review.These actions show a lack of customer care and transparency, essential for good business.

  Business Response

  Date: 09/23/2024

  This client's insurance company One Pass  pays for classes that she books for up to and not to exceed 4 classes a month.  If she does not attend the class (our classes are limited to 12 persons) we are not permitted to issue her additional classes. In the event of medical emergency or for other compassionate reasons we may reschedule a class.  This client booked and did not show for two of her classes she later requested that we replace the classes which had already been marked as used, which we are unable to do,  she did not give us any evidence or suggestion of an emergency or situation beyond her control.  She has not paid us any money so we have nothing to refund her.  She expressed that she wanted to cancel she is able to do that immediately and her agreement has no limitations with regard to her cancellation.  Our policies are clearly explained on signing and we do require that in addition to the electronically signed contract that she initial by hand that she has been made aware of the studio rules and policies.  Please feel free to contact me if you need further clarification.

  Business Response

  Date: 09/23/2024

  With regard to her late arrival, the notes suggest she was 10 minutes late and we do have a 5 minute rule which is clearly displayed in the studio.  We were able to reschedule her class to a later time that day as a courtesy.   

  Club Pilates has 1000 studios and we do require that all our participants wear grip socks for hygiene and for safety.  Once you are booked for a class you are automatically notified that grip socks are required, and in addition our staff do remind anyone coming to the intro, they can bring their own or if not we do sell them in the studio.  If a client does not want to wear grip socks they of course are able to leave and not take the FREE class. 

  The request made from the client was that we break our rules for her, this was not something we are willing to do, we do make on occasion exception for compassionate reasons not because we are threatened. The client made it very clear she did not like our cancellation policy and as we are not able to change it, then clearly the assumption was she was not going to return.  There is no process to cancel this agreement, we no not require notice etc.   So we cancelled the agreement.  *** ******* has available classes which she has not booked. 

   

  Customer Answer

  Date: 09/26/2024

  To further clarify the situation, as a paying customer of One Pass, I contribute $138 per month, in addition to my insurance costs, to access services provided by Club Pilates. In return, I expect to receive the services I have paid for. However, I have been denied service on two separate occasions, which is both unacceptable and frustrating, given that I have met all my financial obligations.
  
  None of the four classes available through the One Pass Elite account are free, and I am certain that One Pass compensates Club Pilates appropriately. Despite this, I was not informed of any policy preventing me from accessing services. Additionally, during my second visitafter completing my first classI was required to sign the liability waiver, but not before attending the class, which should have been done beforehand.
  
  To make matters worse, after leaving a negative review about my experience, the business shared personal account details in their public response and falsely claimed that the classes are free for me, which is plainly untrue. This breach of privacy and the spreading of misinformation is highly unprofessional and further damages the companys credibility. Additionally, I have received multiple uncomfortable phone calls to my private number, which has only increased my discomfort and frustration, especially as there seems to be a limited understanding of the issues Ive raised.
  
  The lack of structure during the sign-up process, the front desks failure to follow standard procedures, and the inflexibility shown by the businessdespite being made aware of these shortcomings that led to wasted time and moneyis shameful, especially considering these classes are not free. It reflects poorly on the companys commitment to providing a positive customer experience.
  
  Throughout these interactions, I have remained respectful and professional. No threats or disrespect have been made. I am simply requesting a formal apology and acknowledgment of these issues. In addition, given the significant discomfort and wasted time I have experienced as a result of these incidents, I believe compensation is warranted. I would like to be compensated for the time and frustration I have endured due to the companys mismanagement of this situation.
  
  I respectfully request that Club Pilates address this matter, issue a sincere apology, provide appropriate compensation for the inconvenience and wasted time, and take steps to prevent further breaches of privacy, misleading information in public forums, and uninvited phone calls. I hope we can resolve this matter promptly and ensure a more positive experience moving forward.
  
  Thank you for your attention to this matter.

  Business Response

  Date: 09/26/2024

  The client was given all of the classes we agreed to.  She booked two classes and did not show up for them as per our clearly stated policy that was reviewed with ********, she would lose those classes.  She explained that there was no emergency but asked the staff to say it was an emergency they refused.  ******** felt that our rules are damaging to her and health as such we felt it best we not add another month. However we did honor the full month she had with us.    Our rules are standard across 1000 studios across the ** while ******** felt they need to be changed we are not able to so clearly this was not the studio for her.  The waiver is included in her agreement and we also add a written waiver which includes acknowledgment that she is aware of our policies.  It was made clear to ******** that we were canceling her membership because she refuses to accept our cancellation policy.  She clearly still does.   We have had reviews before and they have not resulted in a cancellation, but if a client is refusing to accept our booking policy we cannot accommodate them.  Our classes have limited spaces, we give every client the option to cancel any class with 12 hours notice or more not less.  
  

  Im not sure what is being asked of us, ******** had more than enough time to adjust her insurance if she needed, but we have rules and she refused to accept them. 

  Business Response

  Date: 09/26/2024

  Please see attached the automatic waiver that was electronically signed by ******** and additional waiver we had her sign in person when she came to the studio and finally a copy of the STANDARD Club Pilates email that is send for every booking made at our studios which advises of the need for toe socks.  ******** still has until October 1 to use her remaining classes, she still has two available.  

   

   

  Customer Answer

  Date: 09/30/2024

  Club Pilates **** ******* harassed my phone the entire weekend after I left a review, then cancelled my membership without any formal request or explanation from me. All of this is clearly in retaliation for my ****** review calling them out for their inflexibility, and their actions have only proven me right. The business has never explained any of their policies, and on two of the four occasions I attended, their front desk staff wasnt even present. This place is a circus. I wouldnt be surprised if many of their positive ****** reviews are just templated reviews pushed on customers or, worse, generated by bots. To make matters worse, they cant even issue a formal apology. This business continues to raise ethical and legal concerns with its conduct. Honestly, who would return to a place that behaves like this?

  Customer Answer

  Date: 09/30/2024

  
  Here's a grammar-checked version of your complaint:
  
  Complaint: 22325629
  
  I am rejecting this response because:
  
  Club Pilates **** ******* harassed my phone the entire weekend after I left a review, then canceled my membership without any formal or informal request from me. All of this is in clear retaliation for my ****** review calling them out for their inflexibility, and their actions have only proven me right. The business has never explained any of their policies, and on two of the few times I visited, their front desk staff wasnt even present. This place is a circus. I wouldnt be surprised if many of their positive ****** reviews are just templated reviews pushed on customers or, worse, generated by bots. To make matters worse, they cant even issue a formal apology. This business continues to raise ethical and legal concerns with its conduct. Honestly, who would return to a place that behaves like this after experiencing dishonesty in their reply to my ****** review/BBB complaint, inflexibility, phone harassment following a comment, and authoritarian management that fosters a culture enabling this type of negative behavior?

  Ps. Attached is a screenshot of the 3 harassing calls received starting on September 18th, and then again on September 23rd from the business during my work hours, I called them back after they sent the cancellation notice via text (text screen shot previously attached).

  
  Sincerely,
  ******** *******

• Initial Complaint

  Date:06/13/2024

  Type:Service or Repair 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.

  On 4/29/2024 I began going to club Pilates I did not sign a document it was done telephonically. I paid $308 dollars initially for the first month. I had to constantly keep checking the app because the classes were always full. I was able to attend a couple of times the first month. I noticed every time I would get home I could not stop coughing (I suffer from asthma) I realized I had seen wet mold in the roof tiles of the business and figured that was the cause of my incessant cough. I raised concern but nothing was done. I paid $308 dollars initially for the first month. I had to constantly keep checking the app because the classes were always full. I was able to attend a couple of times the first month. I noticed every time I would get home I could not stop coughing (I suffer from asthma) I realized I had seen wet mold in the roof tiles of the business and figured that was the cause of my incessant cough. I raised concern but nothing was done.

  Business Response

  Date: 06/28/2024

  Please see attached the above mentioned member's agreement.  **************** requested to cancel due to the fact that she was being charged penalties for classes she booked but did not attend.  She stated she wanted to cancel her membership and made no reference to any other concern, other than she did not wish to be charged the late cancellation penalty. The system clearly shows that she had in fact booked herself into class.  Members who overbook and don't use the classes make the classes appear full when they are not, the very thing **************** accuses us of, however **************** completed 14 classes in her first month, and cancelled more than 46 classes.   Once she was told that the rules that were applied to all members would be applied to her and the charges would remain, then she started to issue complaints about a number of things including asthma.  The heavy rain did cause a small leak in the studio which discoloured the ceiling tile, however the landlord has repaired the leak and did so in a timely manner.  We have ABSOLUTELY no evidence of mould. **************** was made aware of our policies and accepted the terms of the contract, she opted to exercise her right to an early termination but disputed the early termination fee, she has also disputed her final month's membership despite having booked classes in that month.  Unfortunately we do work hard at being consistent in the enforcement of our rules, so we simply treated **************** as we do any member respectfully but in accordance with the contract in the effort to provide excellent service to all our members.  Please feel free to contact me if you have any other questions. 

   

  Sincerely yours, 

  *********************

   

   

  Customer Answer

  Date: 06/28/2024

   
  Complaint: 21835399
  
  I am rejecting this response because: This is not what happened I was fully aware of the rules. I was waiting to hear a response from the owner **** and she never reached out to me regarding the mold on the roof and how I wpuld get sick and my allergies would start acting up. If you go to the studio you will see the mold on the roof. I am an honorable person and not a ****. She is a money hungry vampire and will do anything to steal from honest persons. You can see the reviews on yelp and ****** how dissatisfied others have been with this shameful establiahment. 
  
  Sincerely,
  
  ***************************