ComplaintsforClub Pilates
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Complaint Details
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Initial Complaint
09/05/2024
- Complaint Type:
- Billing Issues
- Status:
- Answered
Club Pilates charged my credit card $15 because I didnt go to a class. I woke up at 4 AM with a fever and diarrhea. I canceled the class on the app. The class was not full so did not cause them a loss of business. There were 3 empty spots. The General Manager (****** Manchester)said I should have called but they are not even open at this time. This is a health issue. Club Pilates would rather I show up sick than keep customers healthy. I want a $15 refund.Business response
09/18/2024
The member signed a contract agreeing to our late cancellation/no-show policy. Any cancellation within ************************************* a $10 fee. Any no-show results in a $15 fee. This is a customary practice for group-based fitness programs. The member did not cancel the class on the app correctly. I taught the class and saw her name registered. Email and text reminders are sent 24 hours prior to class. We will give her a $15 credit as a gesture of good-will but going forward, if she feels a sickness coming on, she should cancel ahead of time in order to avoid the fee. This message is broadly communicated to all members.
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Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.