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Business Profile

Pilates

Club Pilates Happy Valley

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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 type

  • Initial Complaint

    Date:09/24/2024

    Type:Product Issues
    Status:
    Unresolved
    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.
    At the end of 2022, my sister recommended I join her in Club Pilates studio in my neighborhood. I paid for 3 months subscription, and after several weeks I realized this was not for me, at all. I sent a text message to the studio on 12/3/22 and informed them that I no longer was interested in going. I received a text back that they froze my case for the time being. On 12/13, I received another message that my payment hadnt gotten thru, so I walked into the studio and told them that I am canceling the subscription because this wasnt working out for me. I was told that I was responsible for the 3 months, the staff apologized profusely for the outcome and said I had signed the contract, and that I will be charged for the 3 months regardless. I was upset but accepted the conditions knowing that I would not return. In 1/4/23 there was a text message from the studio that it was time to come of freeze, and on 1/7/23 youre off freeze. I again walked into the studio and had told them that I had cancelled my subscription verbally in December, and was told ok sounds good. Fast forward entire year, in January of 2024 I was reviewing my bank account because I noted a charge which i previously didnt see, for $229. When I called my bank and began to investigate it further, I learned that for 12 months Club Pilates charged me $229 monthly. This summed to $2,748 plus the three months I paid for which I didnt use - over $3,000. In contacted the studio, was told not our problem, rules are rules, we have all new managers and dont know what happened, then I was told that I never cancelled the subscription as I should of sent them an email, not walked in. I told them that when I walked into the studio twice, I wasnt informed of this. On 2/13/24 I spoke with new manager there who promised to take it to the regional for review, said there will be no refund. They offered year pass and also failed to provide it., but I want my money back.

    Business Response

    Date: 11/04/2024

    Hello, we have received this notice about the complaint and are anxious to find a resolution! None of the staff who were present at the time of the complaint are still present at the studio, and we were unable to locate any logged conversations about the incident itself from the time it occurred.This makes it difficult to clarify the situation, but we would love to get a satisfactory resolution set in place as soon as possible. We have forwarded the issue to our district manager and are still waiting on any information about how to move forward. We will continue to work on clarifying the situation and hopefully we can put the whole thing to bed soon. Please feel free to continue to reach out with any further notifications or issues!

    Club Pilates Happy Valley Management

    Customer Answer

    Date: 04/23/2025

     

    Hello, thank you for sending this email. I dont know where the response from you went in November, Ive been expecting it.  I dont understand how Club Pilates are trying to find a solution . I would like my money back. I dont want to hear their excuses regarding their management changing. Its been very frustrating trying to get them to solve the issue. Please reopen the case. 

     

    ***** ******.

Club Pilates Happy Valley is NOT a BBB Accredited Business.

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