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Business Profile

Pilates

Club Pilates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pilates.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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:05/07/2025

    Type:Billing Issues
    Status:
    Unanswered
    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 purchased a three-month unlimited membership with the new Club Pilates location in my area. I paid $175/month, beginning in November 2024, even though the studio didnt open until February 2025. I acknowledge I didnt carefully read the terms and conditions when I signed upHUGE mistake on my part. However, I later discovered that on top of paying $175/month for an unlimited plan, they were charging $20 for no-shows and $15 for late cancellations (less than 12 hours). I find that excessive and predatory, especially when class options were limited. One of the instructors was difficult to understand due to poor English, and with no way to switch instructors because of limited availability, the value of the membership was significantly ************* one point, I disabled the card linked to my account to avoid additional unfair fees. Since then, Club Pilates has continued trying to charge me late cancel fees, past due fees, 3rd and a 4 month membership fee. Even though I had a 3 month membership and I am obviously not going to be going back. On May 7, 2025, I called Club Pilates billing number to cancel. Spoke to Summer. I offered to pay the $100 early termination fee to settle the account in full. I made it clear I would not pay anything beyond that. The representative refused, saying they would continue billing me because the account was past due ($449) and refused to cancel my membership. When I mentioned *** regulations regarding subscription cancellation and billing practices, the call was abruptly disconnected.This company has behaved in an aggressive and predatory mannerfrom persistent sales texts before opening, to now using billing tactics that feel abusive and designed to trap customers.I am requesting:Immediate cancellation of my membership.Acceptance of my offer to pay $175 membership fee for April 2025 and not a ***** more. Written confirmation that my account is settled and closed, and that no further billing will occur.

  • Initial Complaint

    Date:04/30/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 a contract with your ********************* in ******. They had assured me a $200 retail credit at sign up and now they are not honoring their commitment

    Customer Answer

    Date: 05/25/2025

    Better Business Bureau:

    At this time, I have not been contacted by Club Pilates regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:04/29/2025

    Type:Product Issues
    Status:
    Unanswered
    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 ask for a pause in my membership only to find out a week later there is a fee for this and when I respond to just cancel my membership they waited a full week to respond which just so happens to be passed my 30 day cancellation period. So they are charging me an additional month.

  • Initial Complaint

    Date:04/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 had gone to a free intro class within Club Pilates and loved the experience and the people there. So about a month ago I had decided to join Club Pilates and signed the membership . While going over the membership, details about classes being too full where you cant book were not discussed. Also, classes not being rolled over to the next month werent discussed either. When I told them I wanted to cancel my membership, they said that I couldnt because I signed a 3 month contract. So now I am losing all of my money because the classes do not roll over and there are never any classes open. Unless you want to be waitlisted and even if waitlisted youre not guaranteed the class. This business is a complete scam and continues to take peoples money fraudulently.

  • Initial Complaint

    Date:04/26/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    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 purchased 20 classes in advance from Club Pilates in ********** that are supposed to expire on 9/19/2045. Shortly afterwards, management changed. I looked in my app I was not able to find the credits. I saw that I had completed 5 and wanted like to use the remaining credits for future classes. My husband also purchased 20 classes and had 13 remaining. When management switched from the Club Ready app to a different app, the credits were not transferred over, despite the fact that they do not expire until 2045. We contacted the new manager and was directed to someine under him. We were told that the credits were deleted and were not transferrable. We were not offered a refund or passes to the other studios. Club Pilates has a legal responsibility to honor their contract and refused. Due to our busy schedules and cost, we did not take them to small claims court, but hopefully we can illustrate the type of company Club Pilates is. Beware of unethical.practices. Dear ******,Thank you for shopping in our online store. Below is your purchase receipt; please keep a copy for your records.

  • Initial Complaint

    Date:04/25/2025

    Type:Product Issues
    Status:
    Unanswered
    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 charged a no show fee by Club Pilates in *********** despite notifying them that I had to take my child to the emergency room. I contacted the studio to explain the situation and request a waiver, but was told that a medical emergency did not qualify as a valid reason to waive the fee. The response I received was very brief and dismissive, stating we understand without any real compassion or flexibility.I have paid thousands of dollars to Club Pilates over time, had not showed multiple times but accepted the fee without an issue. My fault. This situation is not about the money its about the lack of understanding and poor customer service during a genuine emergency. Due to how this was handled, I will not be renewing my membership, and I want others to be aware of how this business treats its clients in serious situations.

  • Initial Complaint

    Date:04/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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 have made multiple attempts to cancel my membership with Club Pilates through the email address they provided for cancellations. Despite following their stated process and sending repeated requests, I have received no response or confirmation.On April 8th, I notified them that if they failed to process the cancellation by end of day, I would be forced to block future payments through my bank. As they still failed to respond, I have followed through and instructed my bank to stop all payments.I am now seeking confirmation that my membership has been fully canceled and a written assurance that I will not be charged again. I am also requesting that the BBB help ensure that Club Pilates addresses this failure to respond and resolve cancellations in a timely manner.

  • Initial Complaint

    Date:03/31/2025

    Type:Product Issues
    Status:
    Unanswered
    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 their instructor course while inbetween jobs. Due to the job market, I was unemployed for a few weeks due to an unexpected lay off. I paid ******* for a course that would be held Friday, Saturday and Sundays once or twice a month. I was unable to finish the course because I was hired for a full-time position with an insurance company, Monday - Friday. I was unable to finish the course and explained my situation but they do not offer make up classes. I politely asked for half my money back, which they declined because i had access to Canvas, which is useless without attending class. I'm simply out ******* with nothing to show for it. This company showed zero compassion in a time that I was already struggling financially. I had hoped to teach part-time for extra money but that will not happen either. The owners just kept my money without responding to me directly or even giving me an opportunity to explain my situation. Sadly I have nothing good to say about their instructor course. Definitely not worth 5k.

    Customer Answer

    Date: 04/25/2025

    Better Business Bureau:

    At this time, I have not been contacted by Club Pilates regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:03/28/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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.
    Disappointing Experience with Refund Policy While visiting from ****** I decided to continue my club Pilates classes at the local studio in ***************. I purchased one class at US$45 for which I attende, which, according to their text messages, the first class is free. The second class I was put on the waitlist and charged another US$45, but did not get into the class and upon request for a refund they insisted on a no refund policy Ive reached out to resolve the issue, but I was met with poor customer service and no flexibility. So it is not only frustrating to pay for a class that they proposed was free but also for a class you were waitlisted for.People on vacation need to be aware that you will be a charged full drop-in rate for a class you attend, a class you are waitlist for and a class you don't attend.

  • Initial Complaint

    Date:03/24/2025

    Type:Service or Repair Issues
    Status:
    Resolved
    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.
    Attended a free Pilates class in which they upsold monthly memberships. My mother and I signed up for monthly membership and they told us it would be 90days commitment. We were fine with this. The staff member Gabby then helped us book our first classes. She fraudulently put us on the waitlist for multiple classes and told us that it was not actually a waitlist and we would be able to take the class. Upon arrival, we were turned around and told there were no spots. We were then told by another member that we were not actually booked but just waitlisted. She then explained that they dont have many open classes. This means they fraudulently scammed us into paying for monthly membership (4 classes per month) with a 90 day commitment knowing that we they do not have the class space to uphold their end of the contract. They also do not allow you to take classes at other locations AND they told us they will charge us for ending the membership early even though we basically can only take 1 of the 4 classes per month. This is fraudulent, scammy, and unfair. I feel we have been robbed and stuck with 90 days of this.

    Customer Answer

    Date: 04/18/2025

    Better Business Bureau:

    At this time, my complaint, ID ******** regarding Club Pilates has been resolved.

    (By clicking "OK", your complaint will be closed as Resolved.)


    Sincerely,

    ***** ******

Club Pilates is NOT a BBB Accredited Business.

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