ComplaintsforClub Pilates South Hills

• Initial Complaint

  08/18/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Have 6 classes scheduled. $29 each. Looked at the booking policy about cancelling. As long as I cancel 12 hrs prior to the start of the class, I do not need to pay the $29. I tried to cancel and was told I would receive credit towards classes. No where in the policy does it state refunds are only credit. I do not want credit as I do not plan on go back to that business. They are violating their own booking contract.

  Business response

  08/22/2022

  To whom it may concern,

  This complaint, which was recorded on your site on August 17, 2022 was resolved by my business the following day, August 18, 2022.  My General Manager spoke to ****** ***** and she was satisfied with the solution and remains a client at our studio.  

  To clarify her complaint for the BBB, we did not violate our booking policy.  In order to book a class, a client must purchase a single class first.  If they cancel a class they have booked within the 12-hour cancellation policy, they receive the class credit back to their account to book another time.  This is shown on the single class agreement that the client signs.  I believe there was a misunderstanding in that Ashlee was referring to being refunded for the single classes she purchased.  Happily, after speaking to our General Manager, all was resolved and we are very happy to have Ashlee continuing to take classes.

  Thank you,

  Mari Jo *********

  Owner, Club Pilates South Hills

  Customer response

  08/22/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]
  I would like fully refunded for the six remaining classes that I did cancel in accordance to the policy. All classes were canceled prior to the 12 hour cut off mark. I do not want credits for this cancellation. I would like the money refunded. The policy does not state that it can’t be money versus a credit. It only acknowledges that I cannot be refunded anything if I do not submitted prior to the 12 hour mark
  Regards,
  
  ****** *****

  Business response

  08/24/2022

  During our last communication, the client indicated that she wanted to keep her credits and continue attending class.  She did not say that she wanted a refund.  She placed a further complaint on this site before reaching out to us to say she had changed her mind, not giving us the opportunity to resolve this issue further.  Her class credits have been refunded to her.

   

  Mari Jo S********

  Owner

  CP South Hills

  Customer response

  08/25/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ****** *****

*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. ↩