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Business Profile

Fitness Center

Club Pilates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fitness Center.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

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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:01/11/2024

    Type:Billing 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.
    On August 15 I signed up for 3 month membership with the facility. When I signed up for membership I made it clear to business that I may be moving within the next 90 days and may need to cancel prior the 3 month completion and they assured me this wouldnt be an issue and that if I move I can cancel early. This was also added to my contract. I canceled the membership on November 15. They took a payment on the same day, November 15. However they are claiming another final payment is due the following month, despite proper and sufficient notice and payment being taken that same day. I also completed the initial 3 month term with them. I have tried to resolve this matter with them, but their billing practices are abhorrent. They have predatory billing practices which need to be investigated, addressed and corrected. They have recent correspondence from me, and have all my complaints and documentation.

  • Initial Complaint

    Date:10/02/2023

    Type:Billing 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.
    - Club Pilates has a policy that requires 30 day notification / one-payment ahead of cancelation.
    - I issued a 6-month freeze on my membership in March 2023 and then requested cancellation in April 2023.
    - Club Pilates did not honor my request. Instead, they continued placing a 6-mo freeze on my account, and once the freeze was over by end of August, charged me for the month of September.
    - I contacted them to reverse this charge but Club Pilates continues to insist that the charge was in accordance to their policy.
    - Their cancellation policy itself is predatory and problematic, and many folks online and on Reddit have voiced similar complaints.

    Business Response

    Date: 10/13/2023

    Our cancellation policy per ********** signed and binding agreement is a 30 days notice/one final payment on the account from the date of cancellation request. 

    We have been more than generous with this client and have waived all freeze fees on their account ($90 worth of valid fees per the agreement). Our freeze fee is $15 per month while on freeze with a doctor's note which was never provided. 

    ******** was fully aware of our policy and still disputed her final required payment which results in a $25 merchant dispute fee plus a $20 late fee

    She owes the following amount to close out the account: $274

    I tried to contact her via phone as I don't think she was understanding the emails but she did not pick up or respond to my last email requesting to get on a call. 

    I have attached our entire email transcript as well as her signed membership agreement. 

    Please let me know what else I can provide or how to proceed from here. 

Club Pilates is NOT a BBB Accredited Business.

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