ComplaintsforClub Pilates

• Initial Complaint

  04/22/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I took a free class for Club Pilates. After the intro class, the instructor pushed for signup by offering intro specials. I was told we had to stay a minimum of 90 days before you could stop the membership. I did my 90 days and stopped attending after my last payment in February 2024. I have not returned to the studio since that time not have ai scheduled classes. I was under the impression that when not attending, or no longer paying the account is canceled. When I reached out to them to request they reframe from contacting me, I felt I was given the runaround. The GM, Reba, is requesting payment for services I never used. I believe this to be unfair, unreasonable and unacceptable. I do not have money to give away. I am struggling like many Americans. Trying to pay my bills needed to survive. Not give away to a greedy company. I paid al of my subscriptions while I was using the services and have not left a balance. I would like Club Pilates to cancel my account, stop contacting me and stop trying to bill me any further for anything. (I have our email exchange and texts)

  Business response

  05/08/2024

  To Whom It May Concern:

  Although our business disagrees with Ms. ***** perspective, any only operated based upon Ms. ***** signed contract, we have cancelled her membership. 

  Thank you for closing the issue as the parties have agreed to an civil outcome. 

• Initial Complaint

  04/18/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I received an email on March 29th about my payment. I called on March 29th to make the location aware that I had a new card and needed information on how to get that updated for payment purposes. I never received a call back, or email, letting me know next steps. To date I have still received no response to my contact via multiple emails to the locations general inbox or the GM's inbox (both of which are accessible and monitored by the GM), nor has the corporate email alias been of any assistance. I have been sending email since April 9th. I physically went to the location this morning, no one had the competency to assist me, again I was directed to an email address. Oh, but a "flag" was put on my account in the hopes that it would bring managements attention to it. To date my account has a balance of $179, my membership fee is $159. Are late fees being applied? Are late fees applicable when the customer reached on in a timely manner but remains waiting for return communication due to failure of the business to respond to multiple attempts to reach them? The lack of communication from the Club local to me is also a pathetic display of customer service. Never, until this situation, have they not returned a prompt response to my communication by phone or email. Quite telling that when a customer wants to cancel their services that the location essentially goes silent, I didn't think business owners participated in "ghosting" their patrons. Nothing will change until someone contacts me directly to resolve this. At this point, it appears as if I am being purposely avoided in order to be charged for another month of unused services, this is a predatory practice of avoidance. While I enjoyed my time and instructors at this location, this current situation and the extent to how it has been mishandled has soured what could've been a continued customer relationship.

  Business response

  05/08/2024

  To Whom It May Concern:

  
  Although our business disagrees with Ms. ******** perspective, and only operated based upon Ms. ******** signed contract, we have cancelled her membership. 
  

  Thank you for closing the issue as the parties have agreed to a civil outcome. 

• Initial Complaint

  04/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I texted the number the company tends to send me texts about bill on a few days before the bill was due. I asked for the membership to be paused. This is not unusual, because I have previously text them the day before or the day of to ask for my member to be paused. I never got response. I turned around the day before to email them to pause my membership. I got an email response two days later after the bill was due. Stating they could freeze it for $15 ( which I had never heard of before, after having my membership frozen a few times previously), but I would still owe $80, plus the $15. The problem is I don't have the money for it. I changed my job situation during the pandemic and I no longer make the same kind of money I did previously. Which they know because I told them that the last time I needed it frozen due to finances. I received, I received a text and another email about my bill being past due which I explained I didn't have the money which is why I needed it paused. Then I asked for it to. E canceled because the bill was just going up. I explained this two 3 different people on three different phone calls. Then I was told to call the front desk to have it canceled after writing another email , which I did. Then I was told someone would call about my cancellation. He called me days later, informed me that he would not cancel my account because the bill is past due, and that I would owe another bill. Then I reexplained that I had been calling and emailing since feb because I didn't have the money. He stated he would just keep running the bill up until I had the money. I told I wasn't going to suddenly have the money. He said then he would send it to the credit bureau and he would keep adding on to the bill until I had the money. This is suppose to be a month to month membership. I have been asking for to be canceled for over a month. It feels like they will just keep running a bill to send me to the collections and force me to keep owing them.

  Business response

  06/08/2022

  Consumer Response /* (450, 14, 2022/06/07) */ I have stopped receiving calls for payments of any kind. And they did cancel the members. The last call I did get a while Back, had reduced the bill to $20

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I am a member at the Club Pilates in Baton Rouge. I told the gym that I needed to cancel my membership before I was charged for this current month. They informed me that I had to give a 30 day notice and proceeded with charging me. (I was not informed of this policy when I signed up via text messages. I was also told that I was on an extremely soft commitment and was set to auto renewal but that if I wanted to cancel I could just let them know.The screenshots of these text messages are attached). When signing the agreement, it was not communicated to me that the agreement included more conditions than otherwise stated via text messages. I checked back on the agreement and the blank agreement was not even sent to me until after they sent the code for them to digitally sign it on my behalf (I have the time stamps screenshot). I have the text messages of all of the communications attached. They told me that the manager would reach out to me. I had to call and text several times before he called me back several days later and stated that I signed a contract and it didn't matter what was told to me. He asked me to inform him of who told me it was a soft commitment and he would terminate that employee. He said he was a new manager and they were losing money because of previous management. I do not want someone to be fired due to previous guidance that has now been changed. That is not their fault. I also believe they should honor previous management's communications with clients. I requested the corporate number which he could not find. Due to the previous communication stating that it was a soft commitment, and the process by which the agreement was signed on my behalf I believe I should be refunded.

  Business response

  01/21/2022

  Business Response /* (1000, 9, 2022/01/10) */ We received a communication regarding a request for a refund of your membership fees. You did enter into a clear contract with the studio that states how the membership works, specifically as it relates to timing of cancellation. Although you did not fulfill your requirements to cancel, the studio is willing to make an exception for you and refund the last month of fees. The refund has already been submitted for processing, and should be credited back to your payment method in the next few business days. The studio personnel do value you and your membership and hope that you may return in the future. In good health, Club Pilates

*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. ↩