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:09/30/2024

  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.

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ******** *******
  
  
  
  
   
  n advance from the upcoming billing cycle they would need to charge me again. To this day, I still have not received the document to finalize membership cancellation. I find this whole experience to be completely unethical and fraudulent. I have made several attempts to cancel this membership, all of which had gone unanswered. In total, I paid Club Pilates $1,545.72 since joining in Feb 24 and used their gym 9 times. I have made every attempt to follow protocol and cancel my membership, but they have made this impossible. I finally blocked them from being charged with my credit card company and now they are threatening me with collections for the final month (October 24) for $375 plus a $25 return of payment This is a horrible way to treat customers, especially for a neighborhood gym. I would like the threat of collections to end, I am not paying them for something I cancelled. I think the public should be notified of their practices when it comes to customer cancellations.

  Business Response

  Date: 10/12/2024

  To Whom It May Concern:
  
  This is in response to ******** ******** complaint. We have attempted to resolve the matter with the customer directly but unfortunately have not been successful, and she does not wish to engage with us further.
  
  *** ******* signed a monthly Membership Agreement with us on 2/19/24. A copy of the signed Agreement is attached. Pursuant to Sections 2 and 4, members may cancel their month-to-month membership at any time with written notice 30 days in advance, and importantly, any dues, fees and charges associated with the account are payable. This means that one final month of membership payment is due upon notice of cancellation. In addition to the written contract, we disclose our cancellation terms verbally at the time of enrollment.
  
  The dispute arises from *** ******** refusal to pay this one final invoice per contract terms - NOT from being unable to cancel her membership (which we have done). She claims that she gave notice to cancel her membership throughout August, but we have no record of this, nor has she provided any evidence to support her claim. Attached are screenshots of our CRM software logging customer interactions. The first indication that she wanted to do anything with her membership was when she came to our facility on or about 8/27/24 asking to downgrade (not cancel) her membership. She informed us of her decision to instead cancel after this date.

  The crucial point, however, is that even if her assertions are true about asking to cancel multiple times, they have no bearing on the fact that the Membership Agreement requires her to pay one final month of dues upon notice of cancellation.
  
  To date, we have been unable to collect this. *** ******** final invoice was due on 9/19/24 but she immediately disputed the payment with her credit card company, resulting in a chargeback (forced refund) and a net loss to us because of the chargeback fee imposed on us whenever a customer files a dispute. In fact, we have not collected any membership dues from her since before she froze her membership for 4 months in April 2024.
  
  *** ******** statement that she used our gym 9 times since February is not relevant to the cancellation terms. Our membership pricing assumes an average number of visits; some members use our facility more than average and some use it less, but all agree to pay a fixed monthly membership fee. If a member wants to pay per class instead of committing to a membership they have the option of purchasing drop-in classes. Her statement also does not mention the fact that she froze her membership for 4 months, during which time we did not charge her membership dues and waived the usual monthly freeze fee.
  
  The terms of the contract that *** ******* signed are virtually identical to those of over ***** of our other members past and present in our 5+ years of operation. While we understand that *** ******* is unhappy about having to make one final payment, these are the cancellation terms that she contractually agreed to.
  
  Although were not obligated to make any concessions whatsoever, we are willing to hold her final month of studio access for a future date, or to transfer use of our facility to a friend, but the final month of membership payment was still due on 9/19/24. At this time, her total past due balance is $420.16, comprised of the final monthly membership fee of $359.00 plus $16.16 sales tax, a Returned Payment Fee of $25.00 for the chargeback, and a Late Fee of $20.00. If she continues to refuse to pay, unfortunately we will have no option but to proceed to third party collections to recover the funds that she charged back.