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Business Profile

Pilates

Club Pilates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pilates.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:05/13/2024

    Type:Customer Service Issues
    Status:
    Answered
    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.
    Business did not provide the service (classes not available) and refused to issue refund. Business was notified that the scheduling practices that were in place were inconsistent with what was sold at the "free" selling session. I notified the business via text and email that I needed to cancel immediately. The business refused to cancel by requiring an additional form to be completed. Email is a legal contract and Club Pilates made cancelling onerous and unreasonable The website does not accept cancellations and directs cancelling member to their email/phone. I chose email to ensure there was an audit trail. Also, Club Pilates saved my credit card info prior to my acceptance of terms and conditions (i did not approve the saving of my credit card info) and also practiced deceptive communication- I was texting with who i thought was one staffer, *******, but it was someone else. I raised this issue with the staff. Please credit my account and let me be done with them. thank you!

    Customer Answer

    Date: 05/14/2024

    Hello- attached are my receipts. I took 4 classes. Thank you for your help. *******

    Customer Answer

    Date: 05/14/2024

    Do you need any additional information from me? Thanks!

    Business Response

    Date: 05/21/2024

    This individual signed a 3 month membership contract. While attending classes during the first month, she indicated she wished to cancel her membership but did not want to fulfill the terms of her agreement. We have cancelled her membership once the terms of her agreement were fulfilled. However, she has chosen to dispute the charges with her credit card company and therefore there isn't anything for the business to refund to her as it will need to go through the formal chargeback dispute process with her credit card processor.

    Customer Answer

    Date: 05/22/2024

     
    Complaint: 21700899

    I am rejecting this response because: the contract was not fulfilled by the business. I could not get into classes. I attempted to trust the process, the commitment made at the initial sales session. It became abundantly clear that my schedule and CP onerous scheduling process was nit a fit. If, during the sales pitch prospective members (who are not in the neighborhood next door and can run over, the scenario often repeated), to make sure that the scheduling process and class availability were going to, and then i still decided to sign-up, i would not have an issue. The club lacks, at best, transparency. On-line reviews are consistent with this view. Thank you for listening. Also, theres the issue of retaining my cc info without authorization. 

    Sincerely,

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

    Business Response

    Date: 05/29/2024

    With respect to your credit card, per the terms of your agreement(section 5 specifically), you authorized the studio to store and automatically charge the credit card tied to your account. Your membership agreement was emailed to you at 5:20pm on February 1st when you signed up for the membership.

    Business Response

    Date: 05/29/2024

    As noted in our first response, the member has chosen to dispute these charges with her credit card company - thus there is nothing for the business to refund to her (as she requested in her "resolution") because the credit card company is handling this directly.

    Customer Answer

    Date: 05/29/2024

     
    Complaint: 21700899

    I am rejecting this response because:

    please review the process by which i signed the agreement. Your business practices border, or are , fraudulent. 

    Sincerely,

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

    Customer Answer

    Date: 05/31/2024

    The business did not comply with fair business practices.  I would like to get an assessment of your ethical business practice analysis. The business did not provide the service to which it committed. How is it right that i paid for a service that i did not receive? 

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