Complaints

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• Initial Complaint

  Date:10/22/2024

  Type:Billing 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.

  My daughter closed the account with Club Pilates in July and we paid the fee of $100.00 for breaking the account, but Club Pilates is saying that there was a $20.00 bank fee when I disputed this charge with my bank. We disputed this charge because we didn't know there was a fee for breaking the account. If Club Pilates bank is charging them, that should not be passing this onto me. I called my bank and there were no fees associated when I disputed the charge. We never knew about the $20.00 fee until October and my daughter received an email including an additional $25.00 late fee for the $20.00. These should all be removed as we closed the account per the contract and paid the fee of $100.00, at that point our contract was over and there should have been no additional charges. I have called the vendor and they are refusing to remove these charges. I am requesting that these charges be removed as the contract is now over with Club Pilates and if these were incurred after the contract by their bank, we should not be responsible.

  Business Response

  Date: 10/30/2024

  The member, ******* ********, signed a 3 month membership agreement on 5/10/24. The details about the 3 month agreement and early termination fees were explained verbally and given in writing at the time of signing. 
  
  On 6/22/24, the member reached out about her membership and our studio manager spoke to her. The member said she needed to cancel before the 3 month period ended and our manager explained the member would owe a 3rd and final payment on 7/10. When the member complained and said she didn’t want to pay this, our manager said she would waive the final payment as a courtesy, but the member would have to pay the early termination fee of $100 on 7/10 since she had only paid two payments of the agreement.
  
  On 7/10, the $100 early termination fee was charged as explained. On 8/5, the $100 early termination fee was charged back via the credit card on file. This action is what has led to the additional fees.  I, the studio owner, disputed the charge back with the credit card company and gave all evidence to support the dispute. On 10/4/24, it was ruled that the charge back case was won in the studio’s favor and the $100 was paid by the credit card to the studio. There is a $25 charge back fee from the credit card company because of the charge back. Also, because the $100 fee was paid late there is a $20 late fee. Therefore, there is a past due amount of $45 on the account.
  
  On 10/15, the mother of the member called yelling at our studio employee and our manager called back to explain what the fees were for. On 10/23, we sent an email to the member and the copy of the contract explaining what the fees were for. 
  
  The mother of this member has berated multiple members of my staff, gave a 1 star review on social media (which I replied to), and threatened to have her lawyer contact us. 
  
  I called the mother on 10/24, and said I would not discuss the case with her and that everything has been explained and communicated to her adult daughter, the member. I said there was nothing further to discuss and the charges are valid.

  Karen S

  Owner

  Customer Answer

  Date: 10/30/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: The contract ended in July and the amount paid to the vendor was complete when the contract ended.  If their bank is charging them fees for something after the contracted ended, we should not be responsible for that. The vendor never reached out indicating the $100 was not paid or that there were addition charges after July.  We never heard from the vendor until October 8th.  Club Pilates is trying to take advantage of a young person who they think they can just continue to charge fees for after a contract has been null and void.

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