ComplaintsforClub Pilates Of Asheville

• Initial Complaint

  08/23/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  There was a glitch in club Pilates system that made my class booking disappear. I was not notified of this. I booked this class 3 weeks ago and planned accordingly. The morning of the class my booking wasnt showing on my app so I contacted the studio an hour and 45 minutes prior the the class for resolution, but was not responded to until 20 before the class began to say I could still show up, which was not enough time for me to get there. I am being told my credit that I paid for cannot be returned because I use my insurance for my membership. I believe this could be categorized as discrimination against me for not having a membership with the studio directly (which would be more expensive for me), as well as insurance fraud for them not giving me my class credit that their system messed up. This is an issue with club Pilates, not the active & fit organization I have my club Pilates membership with. I am a federal employee and this is a program my insurance offers.

  Business response

  08/23/2024

  **** was originally booked for a class on Friday, August 23rd. However, when she checked her schedule that morning, she noticed she was no longer enrolled. The evening before, there was a system-wide app glitch by Club Pilates had inadvertently removed her from the class. We were able to reissue her credit so she could rebook the class. **** uses a healthcare insurance account that provides 4 credits per calendar month. The reissued credit is set to expire on August 31st, as we are physically unable to extend insurance credits beyond the calendar month because these a different type of credits that we dont have control over, unfortunately. We have informed **** of this limitation and escalated the issue to corporate in an effort to find a solution. We are currently working on this matter. 
  

  Customer response

  08/28/2024

   
  I am rejecting this response because:
  I am still unsure about the business practices that are being applied and am trying to get more information from the representative that emailed me from higher up. I have faith that she can shed some light on the situation, but my fear is that I am being discriminated against because I use my insurance for my monthly membership of $98 (which of course is still coming out of my pocket but it just goes to Active & Fit instead of Club Pilates directly). This would be similar to me telling a patient in the health care setting that they should leave, simply because their insurance reimbursement isnt as high as some others. I am wondering if it is really as difficult to issue me a usable class credit for their system error, or if they are claiming it is just to discourage me from using my insurance. 

  Business response

  08/28/2024

  We escalated this concern to corporate and they issued a non ***** care credit and extended the date to 30 days due to the system app glitch that was beyond our control. When Club Pilates corporate teamed with health care providers they made very specific policies on how the credits are used. One of them being the credits are to be used in 30 days and can not be extended past the 30 day period. From my understanding that has something to do with the health care company and how the studios are reimbursed, again, not something we can over ride from the franchise end. 

   

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