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:03/18/2024

  Type:Product Issues
  Status:

  ResolvedMore 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.

   
  Complaint: 21450490
  
  I am rejecting this response because I was not refunded the most recent charge of $183 charged to my card. The establishment is not being forth right in its response regarding the Wait List procedures, and in its most recent email  to members (last week after my filing of the BBB Complaint) addressing the Wait List process further attempted to explain and resolve this ongoing issue. To recap, I have paid $456 to this Club while not once stepping inside...the initial months were wholly and completely the fault of the Club as it did not have enough classes or instructors to meet demand...with a confusing Wait List process. This once again requests the return of $183 to my card.

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

  4 and 2/14/2024, I fully expected to be charged $15 on 3/14/2024, instead I was charged $183. Further, at the end of 2023, I inquired if a cancelation would be more cost effective given my circumstances but was told with cancelation fees and cost to renew membership...pausing every 3 months would be the most desirable option. This option was in place for SIX months and all of sudden it wasn't South Loop Pilates has engaged in unfair and deceptive advertising and a confusing policy as to membership pauses.Given I was unable to secure a confirmed class during the first 3 months of my membership due to demand exceeding availability and abrupt halting of the $15 pause arrangement, I am requesting cancelation of my membership and a refund of the $183 charged to my card on 3/14/2024. Thank you.

  Business Response

  Date: 03/28/2024

  Dear Better Business Bureau,

  First and foremost, we want to express our appreciation for *******'s involvement in our community since our studio's inception. Her feedback is of utmost importance to us, and we regret any dissatisfaction she may have experienced during her time with us.
  We understand her concerns regarding our studio's availability and scheduling procedures, and we want to provide clarity on our policies to ensure all our members have a positive experience. As one of the few Club Pilates locations on the Southwest side of the city, our opening was met with overwhelming success, for which we are incredibly grateful.

  
  Regarding her mention of waitlist procedures, we did go ahead and send out an email that detailed best practices on using waitlists, with the goal of to be sure members were aligned with the policies we had in place at the studio so they can avoid losing any credits. It is indeed our policy that members who place themselves on a waitlist acknowledge the possibility of being added to a class up to 2 hours before its start time. However, if a member does not make it off the waitlist, a class credit is not forfeited , the class credit is automatically returned to their account for future use. We emphasize the importance of checking waitlist positions and removing oneself if unable to attend within the specified time frame, as our waitlists tend to move quickly.
  

  Id like to detail, ***** (the previous Club Pilates South Loop manager prior to myself) followed up with ******* on 11/29/24  per a prior conversation about downgrading the membership as a courtesy before her 3 month commitment went month to month. Our policy is upon signing the agreement you are locked into 3 months of the membership you signed up for and can upgrade at any time, but cannot downgrade before the 3 months. One of our sales associates followed up with ******* again on 12/2/24, to which she let us know shed be out of the country for a week and a half, and we continued to try and follow up to be sure we could do everything we could to make this member happy. We sent additional texts on 12/4/24, 12/11/24 and 12/13/24 to try and confirm this resolution with no solution. 

  
  Regarding the freeze option for memberships, we extend this service to accommodate our members' changing schedules and/or life circumstances. When a freeze request is made, we provide detailed confirmation emails outlining the freeze terms, including start and end dates, as well as the next invoice due date upon thawing. A freeze on an account can be implemented up to 3 months at a time. Reminder texts, which we coin as "Thaw" texts, are sent well in advance to allow members to communicate their preferences regarding the continuation of the freeze or resumption of their membership. ******* did communicate with our team on 12/13/24 that she thought her freeze was indefinite until she communicated elsewise. Our team reiterated the freeze policy at this time and set her up with her 12/13/24 freeze.

  We have thoroughly reviewed our communication records, and it appears that we sent her a confirmation email on 12/13/23, detailing the terms of her freeze from 12/13/23 to 3/13/24, with her next invoice due on 3/14/23. Additionally, reminder texts were sent on 3/6/24 and 3/13/24, notifying her of the impending thaw and invoice charge. We strive to ensure transparency in all our interactions with members, and our sales associate reiterated our freeze policy to her on 12/13/23, accommodating her request for a 3-month freeze period . 

  Lastly, we went ahead and cancelled ******** agreement effective immediately without any cancellation form which we usually require for full cancellation.

  To provide further context, we are attaching copies of our communication with *******, including her membership agreement, freeze terms and our text correspondence for your reference.

  
  If you have any further questions or concerns, please do not hesitate to contact us.
  

  Kindly,
  ***************************** Studio Manager- Club Pilates South Loop
  

  
  

  Business Response

  Date: 04/18/2024

  *******,

  
  We sincerely regret any dissatisfaction you may have experienced with our previous correspondence. Regarding your request for a refund, according to the terms outlined in the agreement you signed, our cancellation policy requires a 30-day notice, along with completion of a final invoice and the appropriate cancellation form. Despite this protocol, we took the liberty of honoring your request and proceeded to cancel your membership effective immediately on 4/14/24, allowing you to fully utilize the last month of your membership, which was charged on 3/14/24, here at Club Pilates South Loop. The decision regarding the usage of your remaining membership term remains entirely at your discretion.
  We acknowledge that you may have paid for unused months; however, we did extend options for cancellation or freezing of your membership in advance. It is our standard practice to recommend freezing memberships for members anticipating a return, as this ensures retention of discounted membership pricing and waives any additional enrollment fees should they choose to rejoin.
  We have consistently communicated best practices for waitlists and their procedures to all members, including yourself, through various channels to ensure transparency and prevent recurring issues. With a membership base exceeding 500 individuals, many of whom successfully utilize the waitlist feature daily, we strive to maintain a well-informed and engaged community.
  
  In accordance with the terms stipulated in the agreement you signed, a refund would not traditionally be granted, but we will refund the $183 to close this case. We express our gratitude for your membership and wish you all the best in your future endeavors.
  
  Warm regards,
  ******
  Club Pilates South Loop

  
  

  Customer Answer

  Date: 04/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution -refund of $183.00 is satisfactory to me.
  
  Sincerely,
  
  ***************************