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:02/13/2023

  Type:Service or Repair 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.

  I signed up to be on the waitlist for a pilates class on 01/28. Pure pilates claims that their system shows that a text message and email was sent to me on 01/27 notifying me that I had been taken off the waitlist. I never received an email or text message, even though in the past when I've been on the waitlist, I have received a text message indicating this (see attached png. 6461, which states "You've been added to Pure Sculpt - Megaformer . . . . Text Y to attend, N to decline. . . ."). I also attached png. file 6464, which shows that I never received a text message from the company on 01/27. Pure pilates charged me $20 for failing to show up for their class. I never showed up for the class, however, because I was never notified that I had been taken off the waitlist. As shown in the attached emails, I emailed the company notifying them that they needed to refund me the $20. They refused, claiming that the responsibility is on me to check their website to see if I had been taken off the waitlist, and that I should not rely on their emails or texts. I asked them to point me to the company policy that says this. I have attached a screenshot of the policy language that they pointed me to. As reflected in my emails to them, their company policy does not say what they are claiming. The policy states: "With the wait list, we email or text you as soon as you are off the wait list - if you are subscribed to email or text notifications. Even if you are not opted into emails and you list yourself on a waitlist it is your responsibility to monitor your class schedule either through your online account or the Mindbody app. Once you are in a class and off the wait list it shows the class in "My Classes" rather than "My Waitlists." The website language is just saying that the customer is responsible if they aren't opted into emails. It does not say that even if you are opted into emails or text messages, it is still your responsibility to check their portal

  Business Response

  Date: 02/24/2023

  Hi - The client who filed the complaint was made aware of all policies, including financial penalties for late cancels and no shows. The policy was presented when the initial purchase was made and is included in each email sent to the client when a class was made. Additionally, all policies are clearly noted on our website with links in all social media and emails sent to clients. The policy had been clearly stated.

  The client is contesting a fee of $20 that was charged as a result of her not attending a class that she was booked for and notified of over 12 hours before class start time via both text and email. Clients are responsible for reading emails, text AND logging into their account to see if they have been added to a class that they had placed themselves on the waitlist for. Clients will be added from the waitlist until 2 hours before start time. This client was added 18 hours before and had ample time and notification to cancel the class and not receive the penalty. 

  We have been in business for almost 10 years and have stellar customer service that goes above and beyond any other business in our industry. This client was simply frustrated that she did not read her emails or check her account and is blaming our business for a mistake that was done on her part, which is incredibly upsetting. Additionally, when the client approached us about the situation she was incredibly mean and threatening to our trainers, our staff and management, which is something we do not accept or support. 

  Thank you for reading this and note that we are very generous in waiving fees for clients not showing up, but this was a clear case that she was properly notified and then threatened us and therefore we were unable to grant a grace from this fee. 

  Customer Answer

  Date: 02/27/2023

  Complaint: ********
  
  
  
  I am rejecting this response because:
  

  Pure Pilates Austin is unfortunately lying about the entire exchange.  The emails and snapshot I included in my original complaint show this.  As I stated in my complaint, I was never made aware nor did I ever receive any notification about being taken off the waitlist and added to the class, even though I had received such notifications before this incident.  I respectfully explained the situation to Pure Pilates via email, and instead of taking responsibility for their mistake and refunding me the $20 at the time, they continually but the blame on me.  At the time of this incident, their policy on their website never said that the customer is responsible for the no show fee even if they do not receive a text message or an email.  Indeed, the Pure Pilates team changed their website policy to reflect their position AFTER I brought it to their attention that their website does not say what they were claiming it said.  I took snapshots of their website prior to them changing their policy, and those snapshots are included with my original complaint.  Additionally, AFTER I brought their mistake to their attention, they subsequently refunded me the $20, because they knew that they were in the wrong.  It's unfortunate that Pure Pilates is still continuing to place the blame on me (a valued customer who had no problem paying for cancellation and no show fees in the past when the fault really was mine!) and is fabricating stories to cover their own mistake.

  I was never "mean" nor did I ever "threaten" any "trainers, staff, and management."  All of my exchanges with Pure Pilates about this incident were done by email and are attached to my original complaint for reference.   I have no idea who was writing the emails on behalf of Pure Pilates because the individual just signed off with "The Pure Pilates Austin Team." 

  Additionally, Pure Pilates failed to include any documentation supporting any of their baseless, and false allegations.  I, however, included all of the documentation supporting my position in my original complaint.  

  I have since moved on to a different pilates/lagree fitness studio in Austin, which provides stellar customer service.  I wish Pure Pilates nothing but the best and sincerely hope that in the future they treat their customers with respect and don't misplace the blame on them and subsequently lie about the entire incident.  

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