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:07/25/2022

  Type:Billing 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.

  I cancelled my membership with West Club Pilates due to an injury. They froze my account as such. Then arbitrarily started charging me which I didn't know, charged me for several months, never informed me. In most states this is called fraud. The business owner will not return my calls nor correct this mistake. I'm now talking to attorney about my options and would appreciate your help. Thank you, *****

  Business Response

  Date: 07/26/2022

  Yesterday when he called us to discuss this issue was the General Manager's day off. The front desk associate at the time of his phone call, which we did answer, tried her best to help him and then explained that the General Manager would need to reach out the following day to address his concerns, however ***** demanded that someone be contacted immediately regarding this. The General Manager was reached, and explained via the front desk associate that we did not have any records of a conversation via email regarding the cancellation of ******* membership, which ***** was adamant was something that had happened and he had records of. We asked if he could please provide us with this copy of the conversation, as the only conversation we have on record via email was in Oct of 2021 when he froze his membership for an injury, and according to the front desk associate he disregarded this information and proceeded to continue threatening us with legal action and slander via social media. We have since cancelled his membership to avoid any further charges occurring, but have yet to receive a copy of the conversation regarding the cancelling of his membership and without this we are unable to move forward with a refund. ******* complaints were at no point ignored, and the General Manager only advised the staff on site to stop taking his calls once it became clear that he was unwilling to listen or work with us to reach a solution and was becoming increasingly difficult to speak with.

  As for his statement that we "arbitrarily started charging me which I didn't know" he was informed at the time of his freeze that we could only freeze in month long increments, and then received a reminder text message on Jan 10th 2022 that his account would unfreeze on Jan 16th 2022 (see below for exact text). We received no response to that text message, and so his account reactivated. We'd actually already extended his freeze an additional two months as a courtesy. Our freeze policy only allows us to freeze for 3 months at a time **** however at the time of his freeze request he only needed to be frozen for 3 weeks for PT. We set his account up according to that request, but realized sometime after the 3 week **** that he had not returned to classes. We then set his account to be frozen for the max ****** of time thinking that his injury was more severe than originally thought, and again sent a reminder text out on 1/10/22 stating his account would unfreeze on 1/16/2022.

  Text sent on 1/10: "*************, this is a reminder message that your account will unfreeze on 1/16. Please contact the studio if you have any questions about this, otherwise we look forward to seeing you back in class!

  Club Pilates West ****
  *************"

  Customer Answer

  Date: 07/26/2022

   
  Complaint: 17621001
  
  I am rejecting this response because: I never secured a text from this business stating my account would be "unfrozen" nor did I secure an email stating this. This owner is simply not stating factual statements. I have a different cell phone number and carrier then I did in January.

  I emailed, and spoke to the business stating my knee was injured and I would return when my injury would allow me return (Dec/Jan time period). Regardless, this owner decided on their own to unfreeze my account and to start charging me. They then charged me for 3 to 4 months. I never walked into their facility. They just kept charging me and didn't notify me of the unfreeze to my account.

  Simply stated, I told the business to suspend my account/freeze it as I was injured. The business owner, on their own then decided to unfreeze my account, without talking to me, and just started charging me. In most states this is considered fraud.

  As such, I was hoping the business would credit back my account for these charges which it seems they won't based on that response. So I've reached out to two local news stations to help cover the story. I'm also leaving reviews on the business across all social channels to tell my story and how this brand is committing essentially fraud. Lastly, my brother is an attorney and said we can take them to claims court which we will now do.

  This is a highly dangerous business and ownership operating in Marietta.

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