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Business Profile

Pilates

Club Pilates

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 status

Complaint type

  • Initial Complaint

    Date:12/09/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    On January 8, 2024 I entered into a contract with Club Pilates in Wyomissing for unlimited access to their classes for $200 per month. After three months I was able to cancel at any time. On October 8, 2024, I indicated to the owner that I wished to cancel. I was told that I needed a doctors note. I continued to be charged until today, December 9, 2024 when I demanded cancellation, again. The agreement of cancellation was granted, but no refund granted for the months since October. At the VERY least, I want December refunded.

    Business Response

    Date: 12/17/2024

    To Whom It May Concern:
    This is ********, the General Manager at Club Pilates Wyomissing, addressing the recent complaint filed by ***** ****, a former member.
    Upon joining our studio, ***** agreed to the terms of our membership agreement, including our cancellation policy. This policy was clearly explained to her during the sign-up process, at which time she also initialed the specific section outlining the cancellation terms to confirm her understanding. Additionally, she was emailed a copy of the signed agreement for her reference, following sign-up.
    ***** contacted us via text to request the cancellation of her membership due to an injury. Per our policy, we can waive the 30-day notice requirement if a member provides a doctors note confirming their inability to continue participation. ***** indicated that she would provide the required documentation. Based on her assurance, we awaited the doctors note but never received it.
    When ***** followed up with us again, I personally addressed her concerns and clarified that her membership had not been canceled because the required doctors note had not been provided. Additionally, I reminded her of the alternative option to cancel by submitting a 30-day advance written notice.
    Ultimately, this situation is not the result of any oversight or error on our part. ***** did not follow through with the cancellation policy that she explicitly agreed to and initialed during sign-up. We have upheld our end of the agreement by waiting for the doctors note she assured us would be provided, as well as offering her the standard cancellation option outlined in her membership terms.
    We strive to maintain clear communication and adhere to our policies to ensure fairness and consistency for all members. We value our members and take their concerns seriously while upholding the terms of our agreements.
    Sincerely,
    ********
    General Manager
    Club Pilates Wyomissing



Club Pilates is NOT a BBB Accredited Business.

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