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:03/13/2023

  Type:Product 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 emailed this company about a complaint about one of their staff members and a refund on a cancellation fee that I shouldnt have gotten and this company has decided not to reply and completely ignore my emails. Below I have pasted what I sent to this company through email.Good evening, Im emailing to complain about the manager who was in charge tonight March 9, being completely disrespectful and unprofessional with me over the phone. I have a big problem with the fact that she doesnt know club Pilates policies and shes telling me information that is completely wrong, on top of that shes giving me attitude over the phone. I dont know what her problem is and why she would talk to another human being the way she did. All I need to do is reschedule my class for tonight and she was lying and telling me that I cannot reschedule. I can only cancel. No location Ive ever been to has told me that that there is no way to reschedule but through the app. On the app, there is no reschedule button yet she was telling me that the whole time. She was also saying that whether I want to cancel or reschedule I would still be charged a $10 cancellation fee and the policy does not even say that I will be charged $10 for rescheduling. Also, she said that I am not allowed to reschedule through the phone. That has never been a problem, and she clearly does not know how to talk to a customer or handle situations like this. Im completely disgusted and appalled by this whole entire experience. Please, I would like to cancel tonights class that I was supposed to have at 7 PM tonight and get refunded for the cancellation.

  Business Response

  Date: 04/25/2023

  ------- Forwarded message ---------
  From: Silver Spring Club Pilates <[email protected]>
  Date: Wed, Apr 19, 2023 at 7:48 PM
  Subject: ***************** ********
  To: <[email protected]>
  
  Response- 

  
  

  From staff working on March 9- We received a call from ********** who wanted to cancel a class and reschedule it. The front desk staff who answered the phone explained to the member that because it was a late cancel, although she was rescheduling would be charged a late cancel fee per Club Pilates policy. **********, who is not a member of the Silver Spring location but had a passport membership from the Olney location, argued with the staffer that she should not be charged because that was not the policy and she had done this before. The staffer became flustered and asked me, acting manager, to speak with the member, *****************. As I understood from the staffer, the ********** was going to arrive too late and didn't want to be charged. So she was rescheduling to avoid the charge because she had done this before at her home studio in Germantown.

  
  

  When I got on the phone I explained to her that we are individually owned franchises and that we enforce our late-cancellation policy, which is a 12 hour window before the class starts. Her call came within a few minutes of class already starting, which was well past the 12 hour window and she would be charged even if she were to reschedule. I explained that the late-cancellation policy is in place, across all studios nationwide, to make sure folks show up to class and avoid taking up a members spot on the waitlist. She told me that I didn't know what I was talking about and obviously didn't know Club Pilates policy because she had done this before at her studio. I explained that I was very familiar as a manager and that what her studio does as a courtesy is not something we were bound to do as an individual franchise, due to our heavy waitlist since we only have 12 spots available. 

  
  

  She then said “ who does this ***** think she’s talking to” and hung up on me.”

  
  

  The fact that ********** is AWARE of these charges and was expecting not to adhere to it, especially after how she spoke to staff, is foolish and baffling. We reserve the right to enforce the policies stated in the agreement (which are also in ****** agreement-see attachment) and we ask that ********** never book or set foot in Club Pilates Silver Spring moving forward. We do not tolerate rudeness to our staff members, especially when we are following our policy. Lastly, we also ask that ********** READ her agreement several times so she is further and fully aware of Club Pilates policies.

  
  

  Please see highlighted policies in her attached agreement from her home studio in Olney-
  

  Customer Answer

  Date: 04/25/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  I contacted this Silver Spring Club Pilates location about rescheduling my class that I had on that day. Every other location I would asked to reschedule they would do it with no hesitation and with no conflict. This location clearly does not know club, Pilates, standards, and policies. And for them to say that I said “who does this ***** think she’s talking to“ is extremely disrespectful, because those are not even the words that would ever come out of my mouth, especially in that frame. It’s tacky and disrespectful, and I will be escalating this situation  to Club Pilates corporate branch. 
  
  Regards,
  
  *****************
  

• Initial Complaint

  Date:02/20/2023

  Type:Product 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 signed up for a pilates class at this club. When I arrived I was rudely told that I cannot do that class because that class was not for beginners. They told me they would reschedule me for a class. They rescheduled me, but when I turned up for the class, the business was closed. I then requested a refund but they refused. I would like my money back.

  Business Response

  Date: 03/19/2023

  --------- Forwarded message ---------
  From: Silver Spring Club Pilates <[email protected]>
  Date: Fri, Mar 17, 2023 at 11:35 AM
  Subject: ID- ********
  To: <[email protected]>
  

  
  

  ID- ********

  
  

  On February 14, 2023, **************** attended the 7pm Center & Balance class, (purchased on February 11, 2023) arriving 10 minutes late. She entered the Club Pilate Studio on her phone and was not prepared with the appropriate safety equipment, grip socks. One of the front desk associates spoke with ****************, informing her that she was late but because the instructor did not begin footwork they would allow her in. **************** asked if the class she booked was for beginners and then my staff informed her, yes, Center & Balance is beginner friendly but if you are unsure of taking this and would like to take the 30-minute free introductory class they could enroll her in the intro class and re-credit her class back. **************** proceeded to enter the class and sat on Reformer on the left side of the studio. **************** sat for about a minute and then got up and left class/studio without saying anything. "The client agrees to pay the full amount that would've been due had the scheduled session had taken place." She was there, she was checked in, and even despite her leaving, the credit was given back. The single class drop-in was re-credited back to her account so that she could take a free intro class and book her single class before the expiration date. A few days later, after harassing, vile phone calls, emails, and texts from ****************, she issued a chargeback on that single class credit. Unfortunately, we have no control over refunding at this point because of the chargeback. She will need to communicate with her bank moving forward. 

  Customer Answer

  Date: 03/19/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: There are a bunch of lies in this response. However, since I have been credited with a refund, I have nothing else to say to this business. I wish them the best of luck.
  
  Regards,
  
  ***************************
  

• Initial Complaint

  Date:10/07/2022

  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.

  At the end of May 2022, I was encouraged to join a Teachers Training class at Club Pilates. The class was getting ready to start in June so I was eager to learn more about Pilates and start the course. I was contacted by the stores enrollment worker who excitedly let me know she was also taking the class. I gave her my credit card info and a few days later I received access to the course. Also the first in class training was set for the following weekend. When I got to the first class and introduced myself, I heard someone in the back making jokes about my weight. I ignored it and stayed focused. Later I was able to see the person who was in the back making the jokes was the same enrollment worker that took my payment by phone. I was a bit upset but my family encouraged me to ignore her and move forward. The next class we had the same lady kept making jokes the entire class. I called the next day and left a message for the owner to call me back but I never heard from her. The class instructor promised me I was doing a great job at catching on to the material and that encouraged me to try again to ignore the jokes. At the last class I was forced into paying for another membership to take classes needed for the training that I had already paid $4450 for. By the next month I wasnt feeling easy about it so I reached out to the store manager and she gave me the enrollment workers number. I text the worker and asked her to cancel my membership to which she responded that there were no refunds and I had contacted her on her personal phone so she was only responding to let me know the rules. I felt totally bullied at that point and called to speak with the owner. I was told the owner only comes in sporadically and I may be able to catch her sometime in the following week. I called corporate office for Club Pilates and got no response. I left messages on both the corporate line and the local business. I want to be refunded for the class.

  Business Response

  Date: 11/02/2022

  Club Pilates Silver Spring is appalled at the
  false claims of this statement and customer complaint. The incident allegedly
  took place during the weekend of June 4, 2022. However, from June until October
  2022, there were no emails, calls, indications, information, or concerns that
  “jokes” were made toward *** ****** or her appearance. The terminology of “fat”
  is never used in our employee training or professionally accepted while
  communicating with prospects/members/trainees of the studio. Our staff is trained
  to be welcoming and sensitive to all guests. The owner was never contacted or
  informed about these allegations until this BBB claim. The owner reached out to
  the employees, who separately trained the class for the Teacher Trainer
  program, and the master trainer (not employee but contracted via corporate as
  an independent contractor) to verify if any conversation of such had actually
  occurred. Our investigation revealed that these statements were not made to
  *********. Now, all of sudden 4 months later, *** ****** is using these false
  statements to slander the staff and Club Pilates Silver Spring in order to
  obtain a refund that will not be granted, per her agreement. The master trainer
  has highly encouraged *** ****** to finish out her Pilates training for the
  very reason that there are no refunds. The no refund policy is explicitly
  communicated and clear to each trainee who joins the Teacher Training program.
  Teacher Training is corporately handled and each studio across the nation is
  considered the home studio for the trainee. Attached you will find the Teacher
  Training agreement. Her membership has been cancelled through our cancellation
  process. As of 10/31/2022, the master trainer has informed the studio that Ms.
  Harris will finish her Teacher Training at a different location. We are pleased
  that she will continue her Pilates journey. 
  

  Customer Answer

  Date: 11/13/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  
  

  ---------- Forwarded message ---------
  From: *********************** <******************************>
  Date: Sat, Nov 12, 2022 at 5:34 PM
  Subject: Response to complaint 18181934
  To:  <[email protected]>
  

  
  
  

  This is in response to Re: ID # ********- **********************
  
  
  I received a message that I never responded but I don't see a request from BBB. 

  I did just read the response from the company though and would like to respond to the accusations of false allegations. 

  
  

  They named a date in their response of when the alleged fat shaming occurred. I never gave a specific date which lets me know the staff response gave them an exact date of when they know it happened. 

  
  

  I would also like to mention I never said I was called fat. I said I heard jokes about my weight. Which again lets me know the story the staff has given the owner hit home because those are the wording they have chosen to use. I never said they called me fat. That is a direct reflection of the way they think and interact with customers. They cant even silence their own thoughts from coming across in their response. 

  
  

  And if the owner was never present, how can they tell me what was said to me. The owner also responded that the investigation revealed the statements were made to me. It doesn't matter how many months later it took for me to complain. This whole experience is so regrettable. 

  
  

  The calls and letter I sent was to the direct corporate office. 

  
  

  There is no slander within my experience. Just a detailed account of the problem this studio has. 

  
  

  I will continue to voice my experience but have no plan to speak about this studio in any way. 

  
  

  The treatment of their guests will eventually be the demise of this location and the ownership. 

  
  

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

   
  Regards,
  
  ***********************