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:05/28/2025

  Type:Billing Issues
  Status:

  UnresolvedMore 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.

  Booked a single class credit on 12/16/2024 via merchant app. Received two charges on my credit card statement for the same day but a single credit. Inquired via email, merchant directed me to contact credit card ************* to file duplicate charge claim. I did so. *********** ruled in my favor and refunded me the cost of the second credit. Merchant claims they won the case and is charging me a "dispute processing fee"/"payment returned fee" to cover the cost of their employee handling the credit card claim. Also added late fees because I failed to pay the initial fee even though I was never notified until it was "past due" by 3 months (March) - note in email screenshot they "reversed" the charge on 3/4/25 but fee is dated 12/27/24.Tried to understand why I was responsible for fees associated with merchant defending a breakdown in their payment system to **** when **** ruled in my favor. Merchant became defensive and gave conflicting answers:First merchant said they were unable to waive fees - it was handled by a "corporate office". But I asked for the contact information to the "corporate office" and merchant told me they couldn't give it to me/the "corporate office" did not take complaints. Then I was told it wasn't a corporate charge. Merchant insisted they won dispute and that was why I was being charged.I assume there is miscommunication about issue between parties (merchant/corporate office/my credit card company) as the merchant has brought class credits I purchased at a later date into this discussion. Notably, I purchased another single credit on 12/21/25 that is missing from their statement. I am now left with these charges and the merchant has stopped responding to me (4/8 was last response. Many followups attempted). Desired resolution: Assuming *********** and **** are correct that I won the case, Merchant either waives all associated fees OR (if former is truly not within their authority) give class credits for value of fees (~1-2 classes)

  Business Response

  Date: 06/03/2025

  The client purchased a drop in credit through our app. On our end, all 3 credits she purchased in the lifetime of this account with us are accounted for. We received note of the chargeback claim made and we later won the dispute on 3/4/25, at which point the funds were redeposited to our business. This can clearly be seen in the screenshot included. As there are administrative costs associated with fighting chargeback claims, as well as fees assessed by the bank when an investigation is done, we charge a $25 fee that covers those costs. This $25 fee is the only payment left outstanding on the client's account. We did waive late fees for that payment already as a courtesy.

  Customer Answer

  Date: 06/06/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 23390448
  
  I am rejecting this response because:
  

  1) I confirmed with *********** that the dispute filed on 12/20/24 for $39 duplicate charge on 12/16/24 posted 12/17/24 was resolved in my favor because the merchant failed to respond by 1/20/25 at 6:07 PM EST, which is the 30 day window as specified by **** regulations for code 12.6.1. If the merchant did respond within this window, please send proof of timing and actual representment provided. If merchant cannot provide proof of response within this window, please provide proof of arbitration process with **** that resulted in a reversal of the initial decision. Note that neither Captial One nor I have any record of this happening and if it were to have happened, it would have been without an opportunity for me to respond in arbitration, which is a failure to follow the dispute guidelines. 
  
  2) According to the **** Chargeback Guidelines for Merchants, this dispute falls under code 12.6.1 - Duplicate charge (screenshot from PDF attached), specifically "The cardholder claims that a single transaction was processed more than once using the same Payment Credential on the same Transaction date (12/16), and for the same Transaction amount (39$)." These are the two applicable scenarios:
  (a) "The charges represent two separate transactions/purchases. [Merchant should] provide information and documentation to show the two transactions are separate". - IF merchant has this, please provide. My records show no evidence of receiving a third credit in December 2024. I included all transactions listed on my end on merchants app and my credit card, and as you can see I was charged for a total of 3 credits in December 2024 (2 on 12/16, one of which i am disputing, and 1 on 12/20) and only used/received 2 class credits. Nothing the merchant has sent so far demonstrates I received and/or used 2 credits purchased on 12/16.
  (b) "Cardholder made only one transaction confirmed by [Merchant's] records, but it was settled more than once. [Merchant] accepts the dispute. - From everything on my end, this is what happened and so I should have rightfully won the case anyway.

  3) From the documentation provided as proof, Merchant potentially appears to be confusing or using the 12/20/24 transaction as evidance that I received credit for the duplicate charge on 12/16, which would be incorrect and I would like clarification there.

  If the merchant cannot provide the requested documentation, please put me in touch with whomever in their organization or their parent company handled the case with ****/*********** directly. 

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

  
  

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  UnansweredMore 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 am writing to file a formal complaint against Club Pilates Pentagon City due to their unfair and confusing billing practices, lack of proper communication, and refusal to provide a refund for charges I did not authorize.On January 16th, I took a free introductory course at Club Pilates and subsequently registered for their unlimited membership, valued at $229. For one week, I was unable to book any classes because they were always full, and I was placed on the waitlist. On January 24th, I requested a postponement of my membership due to a hand injury from practicing piano. I indicated that I might resume classes at the end of February, depending on my physical condition and willingness to attend. The club agreed to postpone the membership but did not refund the amount to my bank account; instead, they provided a credit. As of this point, I had not used any Club Pilates services but was still required to pay for three months or face a $100 early cancellation fee. On March 15th, I was suddenly billed by Club Pilates for a monthly payment of $206, although I had not started my first month of classes or received any notification that my membership had been reactivated. This prompted me to contact the club for an explanation. I have attache the conversation as January Email. Unfortunately, my interactions with the Club Pilates staff have been frustrating and unsatisfactory. Multiple staff members have emailed me with different information, but all have refused to issue a refund. They claim that I have a three-month contract with them, but I have been billed twice within 15 days for a MONTHLY payment. It is unclear why they decided to reactivate my membership without my consent or proper communication.I have attached the email conversations from March to provide a clearer picture of the situation. I attempted to resolve this issue by contacting them via email, but they have not responded as of Friday.