Complaints

This profile includes complaints for Fit2Function-Pilates, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Fit2Function-Pilates, Inc has 2 locations, listed below.

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  Fit2Function-Pilates, Inc

  14712 Baltimore Ave Unit 103 Laurel, MD 20707-4865

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  Fit2Function-Pilates, Inc

  2200 Petrie Ln Ste 534 Glenarden, MD 20706-1663

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:04/24/2023

  Type:Order 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 was constantly wait listed, unable to get into classes. Finally got to take some class then. I missed some classes then missed a payment and lost 8 classes that I had already paid for. I then put my membership on hold paying $15 for 3 months. There was no easy way to cancel. I could not find a way to cancel on line so I finally sent an email only to be told that I would have to pay a $100 cancelation feel. I told them that I should not have to pay $100 to cancel since I had not been coming and my membership had been on hold. I was then told there is a 30 day cancellation notice required. In order to do a 30 day cancellation notice, your membership has to come off freeze. I cancelled on March 2. So your effective cancellation date is 04/02/23. My apologies for any confusion. It is not $100 and an additional month. It is just any invoice that becomes payable within that 30 days, which is $109.

  Business Response

  Date: 05/11/2023

  Good Morning. I have read the compliant from **************. Our membership agreement and agreement summary, that ALL members sign when joining, is very clear. It is explains how the membership works and how to use it. Our staff is there 7 days a week to explain and assist with booking classes. Our membership agreement as well as summary clearly explain how to the membership freeze option and cancellation process work. We ask that members give us 30 days notice (ideally written but doesnt have to be) expressing their desire to cancel. Depending on if they submit it 30 days or more prior to their next payment due, they will not owe another payment. If they have started in their next payment cycle then they may a final payment. Our club system does not allow a member to cancel while their account is frozen. They must unfreeze their account and then submit their cancellation notice. A member cannot cancel online. They must contact the studio to express wish to cancel, whether it be via email, phone, text or in person. 

  Unfortunately, ************** account may be turned over to collections because it looks like she has not satisfied her final bill. And has be contacted by our in house collections team requesting, which is why I believe she contacted the BBB. However, we will attempt to work out something, even though it short changes us and allows her to skirt the agreement that all other members adhere to. 
  
  Please let me know if you need any additional information from us. Thank you.

• Initial Complaint

  Date:03/20/2023

  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.

  Hello, I subscribed to the monthly unlimited classes in October of 2022. It was a deal for $199 per month. I quickly realized their schedule was not conducive to mine and reached out to them to cancel. I called the store multiple times and got no answer. I left many voice mails, and only (1) ONE person responded. ******* called me and left me a voicemail on 11/21/22. I barely missed the call and immediately called back 3 times in a row, and no one answered. I went up to the store several times, and each time the door was locked, and although they were "open," no one was inside or opened the door. December comes around, I am calling and leaving voice mails for someone to please call me back, that I keep getting charged, and I want to CANCEL! NO ANSWER! NO RESPONSE! I ended up writing a ****** review in hopes that someone with authority would see it, respond and help me. No answer. January, they charge my card yet AGAIN! I called and left a voicemail, but this time, I was so frustrated that I called seven times in a ROW. On the 7th time, someone answers. I got to speak with the store manager *****; she refunded the month of January but said there was nothing she could do for November and December. She said she would call me back on Sunday to resolve the issue after she spoke to the owners. Sunday comes, no response. I called Monday and Tuesday and left voice mails. Finally, she texted me and said she couldn't talk because she was in a meeting. I sent an email to *******@clubpilates.com and *************@clubpilates.com, and I messaged them on their ******** page. No response. Please Help.

  Business Response

  Date: 04/17/2023

  
  I am writing to address complaint #********. I will not mention the customers name in this reply per the directions provided in your email.  
  I personally communicated with this individual once I was made aware of the situation. And this matter has been resolved. She was refunded. Although based on our membership agreement she was not due a refund, we decided out of courtesy to extend her grace based on the one attempt that we aware of her actively trying to contact the studio and actually speaking with one of our employees.  I am honestly not sure why she was having such a difficult time reaching someone at the studio as we are open 7 days a week with a front desk associate available from 9 am to 3 pm and then again from 3:30 pm to 8:30 pm. We have a voicemail system as well where our members can and do leave messages for us around the clock and we do return every call. Our staff is not perfect, as is no one, but they are very good at their jobs and do their best to assist every member or potential member that walks through the studios doors. I do not believe that if she left a message one time, let alone, every month (November and December) as well as stopped by during our business hours, which are pretty accessible times, that our staff would have been able to assist her. Our staff has no reason to lie about receiving calls or voicemails nor ignoring them.  

  This is the first complaint that we have received from the BBB. We have 461 members at our studio. We have members who joined our studio when we opened in August 2019 and have stayed with us throughout the pandemic to this day because of the customer service we offer and our awesome classes. We are not perfect and when a problem or concern is brought to our attention, we address it.  
  This individual had many other options as far as contacting the studio beyond calling or stopping by, which I question based on what I have stated above. She could've texted the studio, which is our means of confirming members for class and other communications. The last text communication listed in her club system account was on October 25 when she responded to a message from the studio regarding a class no show fee being refunded to her. So, she knew how to reach the studio based on that communication exchange. She opted not to use that option at that time, but she did respond to a text message that our GM sent on January 24. She responded on the next day, January 25. So, it is very ironic that she says she couldn't get in touch with us. Additionally, she could've emailed the studio as well. My whole point to this is, I question her efforts in contacting the studio to inform us of wanting to cancel her membership. We have members cancel many times based on work schedule conflicts, moving, not the right exercise option for them etc, and we never have this issue. They inform us, we send a cancellation form for them to complete and cancel their membership. We do require a 30-day cancellation notification, which is not unusual in this type of business model, like Massage Envy and other fitness businesses.  
  I am not sure what else you need to hear or receive from us, but as stated at the beginning of this letter, the matter has been resolved in favor of this former member. Please let us know if you need anything else.  

  Sincerely,

  **********************;

  Customer Answer

  Date: 04/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************