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:06/28/2024

  Type:Billing 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 have held a 8 pk/mo membership at Club Pilates (**) in *********** since April 2022. Per ** standard policies (see www.clubpilates.com/terms), "you may cancel a membership at any time during a renewal period." I cancelled my membership at the beginning of June 2024, during my renewal period. Thereafter, I checked my account status in the ** app. It showed "Package cancelled" and "Access to membership ends 6/22/24." I interpreted that this meant I had no further monetary obligation to ** as of 6/22/24, which was my next renewal (or prepay) date. Given the information I had about my account via the app, I did not expect that I would have to pay for another renewal period. Yet, ** continues to harass me with daily emails telling me I owe them money for a continued membership through July 21, 2024. My credit card associated with my ** account/app is no longer active. I cancelled it upon cancelling my ** membership. As such, ** emails me daily: "We tried to run the scheduled payment detailed below and unfortunately the charge could not be processed. $199.00 for Membership 2: 8 Classes a *************** 4) charged to credit card ending with xxxx (payment due date is 6/22/2024)." I have requested evidence from ** to understand why I am obligated to continue a membership through July that I no longer want, nor will ever use again in the future. Thus far, that has not been provided to me. Interestingly, no one at ** wants to know why I am cancelling my membership. As others have complained via BBB, I also believe Club Pilates oversold memberships to their ******************. Their memberships are overpriced and inflexible, and their instructors are mediocre at best with the exception of a few whose classes are always full, long waitlisted, and unavailable. I want ** to validate that my membership is cancelled and stop sending me emails pursuing payment they are not owed, or send me evidence that explains why I am obligated to pay for a continued and unwanted membership.

  Business Response

  Date: 07/03/2024

  Hi *****,

  We are sorry you are exeperiencing issues with your home Club Pilates studio. However this Club Pilates studio is located in Acworth, ** and is not affiliated with your Oregon location so we will not be able to help you resolve this matter. 

• Initial Complaint

  Date:05/31/2023

  Type:Customer Service Issues
  Status:

  UnansweredMore 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.

  **************** in this place is the worst. Im sorry for the front desk representative that works there. I know they only follow instructions, but is like talking with a robot. This place dont answer emails, they took me cr for my classes when I cancel a section instead of charging $10 or $15 the owner or manager told me. They also count the intro class as a regular class when they arent supposed to charge for this 30 minutes free intro class. I talked with the manager or owner and he said he is going to fix that, but they didnt do it. I sent various email, but they dont answer. I talked personally with the front desk employee and she called him, but nothing changed. Also, I couldnt go to classes for a month because I was in contact with members in my family thats was very sick and now Im very sick, so this is probably another month that I can go snd he told that in situations like this I wont be penalized, but now he never answer and is not only me. I heard many people complaining about this club. Many of the information the gave me is different of what they are giving me. Now, I want to cancel the member and they said I have to pay $100 and also, they are going to charge me another mont. Not to mention that I loose a month of classes because I was sick. This is ridiculous to have to pay for services Im not receiving and for incorrect information received. I want to cancel immediately and have my money back. I already tried others ways to contact them, but I havent received I response yet. Thats what Im trying BBB. I appreciate your help in matter.