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:08/02/2024

  Type:Billing Issues
  Status:

  ResolvedMore 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 entered into a contract with club Pilates on 10/2/23 for a membership special once the studio opened and for 3 months I would have the discounted rate. I had to pay upfront on 10/2/23 $127 for my first month starting January 2024. 2/12/24. It would be $127 for 3 months, then would go to $159 after that for 8 classes. I wrote a letter to the owners stating I will finish out my contract for the 3 months, but I want to cancel my membership come April 2024. This was giving 60 days notice. I was offered by one of the owners to go down to 4 classes a month for $89 vs the increased price to $159 for the 8 classes. I agreed to do this and on 3/7/24 at the studio at one of my classes I attended the other owner, Rich changed this in the computer to start after my 3 month special of $127 changing on 4/15/24. He told me “all set”. I got the charge on my credit card for the $159 instead of the $89 like we discussed. I called the studio that day, spoke with a receptionist who put a call immediately out to Lynn. I was refunded the $70 that day to my credit card. 5/15/24, I am again charged the $159. I sent an email this time to finally cancel my membership due to not wanting to deal with this reoccurring every month also mentioning being charged AGAIN for the $159 when it was to be $89. This email was on 5/20/24, explaining what I mentioned above, but also including that I did not go in the studio due to having shingles and not wanting to expose others, but I understood that I still needed to be charged the month anyway (even tho If I had a medical excuse, they would have suspended my membership, but I didn’t even want to go down that road since this was difficult to communicate already). Lynn’s response on 5/21/24 was “are you able to come now or no? I’m not sure what happened to that $159 charge? Lynn” and that was it. As asked, my membership was cancelled on 6/15/24. Sent an email thanking for canceling and asking about the charge. Nothing. Credit card isn’t helping.

  Business Response

  Date: 08/15/2024

  I'm not sure why she was charged again? I did not realize she was as it is generated from the corporate side in our system.  I have refunded her the $159 and made sure her membership was cancelled.  Lynn S******

  Customer Answer

  Date: 08/16/2024

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  I appreciate the help and refund. Lynn has been very helpful explaining that the billing error was on the corporate end. Unfortunately, for the customers, I could not get in contact with corporate and had to go through my local location. 
  
  Regards,
  
  
  
  ***** ******