Complaints

This profile includes complaints for Club Pilates's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

Club Pilates has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Club Pilates

  8924 Lyra Dr Columbus, OH 43240

• 

  Club Pilates

  10710 Blacklick Eastern Rd Ste 200 Pickerington, OH 43147-3522

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:05/07/2025

  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.

  This complaint is in regards to Club Pilates studios. They charge $229 per month for an unlimited class package at one studio. I have been a member at this specific studio since Dec 2022. Due to moving I need to cancel to get a membership at another studio. Another club Pilates. I was told I could just transfer my membership, well when I inquired about this it isn't so simple. Apparently they are owned by different people and they will not honor or acknowledge that I was a member at another studio. That means I do not get to keep the rate I was paying and would now have to pay the higher rate of $259 per month. This was never told to me or presented to me in any manner. There is no where for me to know that Club Pilates are owned by different people. Also when I attempted to cancel, I was forced to stay on an extra month because of something they claim is my billing date and a 30 day notice. But during this 30 days, they were ok with just cancelling half the classes that I do to for my membership to have value to me. I do not get a refund for that. That doesn't seem fair to me. Also I had to cancel a class and the cancellation policy is 12 hours prior. I cancelled 3 Mins after that deadline and they charged me. Ok, but I have numerous occasions where they cancel classes an hour or less before start time and I don't get a refund or money off my membership.Basically they have no problem handing out fees at the slightest thing and they easily cancel classes with no refund to members when the opposite happens.Not fair business practices in my mind. Also how am I to know that I wasn't able to change locations, it was sold to me that there are locations all over to choose from.

  Business Response

  Date: 05/07/2025

  Hi *****,

  Thank you for your feedback on the experience you had - we do own 6 studios locally: **************, ******, **********, *********, *********** and ********. It looks like you were originally a Polaris member as you stated which unfortunately I don't own. I do sincerely apologize if a Polaris employee had previously told you that you could go anywhere - Club Pilates corporate does have a rule that if you're unlimited you can only go between studios of the same owner. Since I do not own Polaris, though, I would have no way of controlling whether they told you the wrong thing or not, but I do apologize for that confusion.

  I do see that you spoke with someone at our Worthington studio back in February about joining - she was correct that Club Pilates corporate did raise the rate (across the whole nation for our price tier) from $229 to $259 and they do have strict rules about us not honoring the old rate, however sometimes if it gets escalated to me (I am the owner of the 6 above I mentioned, but not of Polaris), I can try and get an exception with corporate to try and honor it for you. In this case from my perspective my staff at my studio did not tell you anything incorrect, but I understand your frustration. I would be happy to put in an exception request to get your ole $229 rate honored at our ******************, so just let me know if you'd like me to do that.

  Regarding all of the fees that you have been charged, though, and classes being cancelled an hour before, I believe that that complaint is for the Polaris studio and not any of ours since you have not had a membership with our studios. That being said, I would ask that since we have never charged you any fees that you please dismiss the complaint against my studio since unfortunately I have no control over your Polaris membership. I am willing to help you get in touch with the right management at Polaris, though, to help you resolve it if you are interested in that! I do know the manager there so I am happy to help however I can. This BBB profile is not connected to Polaris so I would hope that you would be in agreement to close this, and again I am happy to help you however I can.

  Thank you! - Caitlin

  Customer Answer

  Date: 05/27/2025

  Hello,

   

  the address for this location is -

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

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

  ***********

  Business Response

  Date: 05/28/2025

  Hello,

   

  Attached is ******* agreement summary that she would have verbally agreed to upon signing up at the studio with one of our ***************** Our policies are always stated once in person, and again when signing up. The agreement attached explains that a 30 day cancellation notice is always required to cancel and hence, a member may have one final billing. Also attached is our email to her on 4/29 explaining the dates of her cancellation, that she would have one more final billing, and that her membership will officially cancel on 6/5.

  Business Response

  Date: 05/28/2025

  Attached is the communication with ***** when explaining her billing schedule, as per her agreement. 

  Customer Answer

  Date: 05/28/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23298004
  
  I am rejecting this response because: 

   

  the business failed to uphold their end of the agreement of providing classes that last month.

  The month of May they did not provide classes on all Tuesdays and Thursdays which is NOT what was include in previous months membership.

  Those nights are when I can attend so essentially they cut my ability to attend classes in half while charging me full price when I didn't even want to attend. 

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

  Business Response

  Date: 05/30/2025

  Attached is the communication with ***** when explaining her billing schedule, as per her agreement. 
  

  Customer Answer

  Date: 05/30/2025

  [If you do not say why you are rejecting the company's response, BBB must close your complaint.] 
  
  Complaint: 23298004
  
  I am rejecting this response because: it is not good business practice to CANCEL half the workout classes that a member would be attending and still collect the full amount of that membership fee, especially when it is a month that a person, such as myself who no longer wanted to be a member.

  I couldn't just not show up at my work but still charge my clients? 
  why do you get to?

  the Agreement of all the previous months.. having classes available nightly had changed and was not provided and hence I should be compensated or be aloud to exit my membership because that is NOT what I signed up for.

   

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

  Customer Answer

  Date: 06/03/2025

  Hello,
  
  I am emailing in regards to my dispute.
  
  It has come to my attention that my dispute with a club Pilates originally got filed under the wrong location and I want to make sure that was corrected.
  
  The location my dispute is with is the POLARIS,
   ******************************** **** location. 
  
  And only that location.
  
  Each location is owned by different people.
  
  Please let me know that has been updated
  
  Thank you,
  *****
  
  Dispute number 23298004
  Dr. ***** ************
  Veterinarian