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:10/02/2022

  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.

  Club Pilates manager/**** and I had a phone call on May 9th discussing cancelling my club Pilates membership. He confirmed he would cancel, and for the last five months have continued to fraudulently charge my credit card $636 despite me cancelling my membership. *** attempted to reconcile via the club Pilates team directly and they arent willing to address the issue. They also did the exact same thing to a friend of mine. This isnt the type of business we want in ******* fraudulently charging memberships to try to attempt to make additional money.

  Business Response

  Date: 10/25/2022

  ******* this issue was resolved on 10/3/22 after speaking with ******* and prior to receiving this complaint.   Our agreements require a 30 day written notice to cancel.   This notice was not received.   There were no fraudulent charges.   As a courtesy and in order to make ******* happy, we waived this requirement and refunded payments made in June, July, August and September.   This was communicated to ******* on 10/3/22.   I am not aware of any ongoing issues.

   

  Thanks,

  *****

   

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

  Owner, Club Pilates ******, *******, North ****, Downtown **** and **********

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

   

• Initial Complaint

  Date:07/20/2022

  Type:Order 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.

  I went to Club Pilates Tues, June 28th to inquire about membership. I told manager I had brain tumor, craniotomy in the Spring, am very weak, trying to get physical health back. I signed up for a class Wed, June 29th & said I would sign up for membership then, but manager was very pushy, "just sign up now you are already here, let's just get it done, why not just get you signed up, etc." I asked multiple times what the cancellation terms were, explaining that I did not know if I would be able to do pilates, that I was very weak, but wanted to try it. The manager assured me, in front of my daughter (age 14) I had 30 day cancellation period. I signed up, under pressure, Tues June 28th for membership being told I had 30 days to cancel. I went to class Wed, June 29th and could not do, and was in bed/pain after and planned to cancel membership. I looked over contract, fine print, it stated I had 3 days to cancel membership and to cancel it must be in writing. That was not what I was told, but I wrote a formal letter of cancelation and drove to the studio Friday, July 1, within the 3 day period. The studio was closed, I waited 2 hours, calling, leaving voicemails. I took pictures of the front & back door(s) of the studio with time stamp. I left the formal letter of cancellation in the door, with copy of the contract. I left voicemail stating I was leaving my cancellation letter & please let me know that it was received. I received a text message from the manager stating he had received my written letter of cancellation on Friday, July 1, within the 3 day period. However, he stated "We got the cancellation notice but you have only paid one month with us. It is a 90 day commitment. Only thing you can do is freeze or pay $100 cancel fee" and when I asked to come in and speak to him his reply, "I can't change the policy. We must have 3 payments but I can waive one of those so you would owe 1." He is not honoring Club Pilates Corp contract terms

  Business Response

  Date: 08/15/2022

  Hi ******* Hope all is well and my apologies for the delay in getting back to you.   My General Manager spoke to *********************** and apologized for any misunderstanding and provided her options to continue with pilates or receive a refund.   She opted for the refund and she has been fully refunded as of 8/6/2022.

  Please let me know if you or ******* have any questions.

   

  Thanks,

  *****

   

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

  Owner, Club Pilates ******, *******, North ****, Downtown **** and **********

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

   

  Customer Answer

  Date: 08/15/2022

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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