ComplaintsforClub Pilates

• Initial Complaint

  03/02/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  On December 28, 2022, I joined Club Pilates, **** NC-54 Suite 404, ******, **** ************** and paid $175.00 (20% discount and educators discount). At the time that I joined I was told that I would have to register for the classes that I wanted online and could do so several months out. When I go home and downloaded the app on my cell phone and looked at the class schedule there were not open dates for the Level I and Beginner Stretch classes. I signed up for the intro class and after the class I double checked with the rep on how to register for classes. Again, I checked the schedule and there were no available classes. I went back Club Pilates and talked to with the rep and was told that I would have to get and the waiting list for classes. I explained to her that I was not told that upon joining and felt that that was not an honest business practice to sell a service that is not really available and that is not mentioned in the contract. I told her that I was not going to pay for a service that I cannot use due to lack of availability. She told me that I would have to write a letter. I wrote the attached letter and gave it to the evening desk rep on January 10, 2023. As of today, I have not received official notification of membership cancelation and a refund on my credit card in the amount of $175.00. My card has not been charged anymore fees, but I have not received my refund. I feel that they are selling a service that is not available to customers due to the large number of women joining and the studio only has room for about ***** persons for each class. I was not able to get into any classes because they were all filled well in advance. The owners want persons to pay $175 monthly to ****** on being able to attend classes advertised as an unlimited package which leads you to believe upon joining that the classes are available to you once you download the app. All of the classes are filled to capacity. Please go to the app and see for yourself, with their permission. The contract is designed to take and keep your money for a service that is really not available to you. I was really excited about joining and looking forward to attending classes weekly, but I was quickly disappointed because none of the classes were open to attend. It should be illegal to sell a service that is really not available at the time of sale with a binding contract that does not let you know that you are "rolling dice" to attend. I would like a refund because I joined on December 28 and could only attend the free introductory class due to no openings. I initially thought that I had downloaded the app wrong and could not see the openings, but it was downloaded correctly, but there were not any openings for me to attend, so on January 10, 2023, roughly 10 days of membership I had no choice but to request a refund and cancel my membership.

  Business response

  03/15/2023

  Hello,

  I am reaching out to discuss *************************** and her account. When I signed her up for her membership I was clear about the waitlist and how it works! Every client at our studio uses the waitlist to navigate the app and get into classes. It is how our technology and classes are set up. At the time of signing up I also told her that it was a 90 day contract and then went month to month. If she terminated early she would need to pay a $100 fee in order to terminate her contract. 

  I sent documentation on the day her contract began on 12/28. I also sent documentation that she did not even attempt to book a class until 1/9. She was put on the waitlist for the classes she booked but did not wait to see if she even got in before wanting to cancel her agreement the next day. She spoke with a sales rep and the sales rep asked to help her book her remaining classes. On 1/10 she brought in a letter wanting to terminate her contract threatening legal action. 

  As a courtesy I chose to terminate her contract without charging her the $100 fee. I sent documentation of the canceled contract and I also sent documentation that she opened the email. 

  I am sorry she is upset but the contract is in place and discussed in detail before the client signs it. There is nothing hidden from the client and our waitlist is out in the open for everyone to see. We have 400 happy clients that effectively use the app and get into classes on a regular basis. You just need to see it though. 

  If you need a copy of the contract she signed I would be happy to send that over as well, 

  Thank you for reaching out! 

  *******************

  Club Pilates Durham GM 

  Customer response

  03/16/2023

   
  Complaint: 19502605
  
  I am rejecting this response because:
  She did not address the problem which is that no classes were/are available to enrolled in other than by joining the wait list. No one knowingly pays for a service that they are told up front that we are over booked right now but you can sign this binding contract and get on the wait list daily. Yes she did say to download the app to signup for classes online, but at no time did she say all of the classes are full, we will take your money and you will have to join and get on the wait list to get in a class. She waived the $100 because she knows that all of the classes were full. The lady that I spoke with before deciding to cancel my membership checked ************ location for class openings and I would have had to get on the wait list at that location. 
  Sincerely,
  
  ***************************

  Business response

  03/19/2023

  I am going to refund your money in the amount of $175. 

  I was honest about how our system worked at the time that you signed up. I explained the waitlist. I explained booking and how to proceed. We explain this process to all of clients who sign up. It works for our clients and I am sorry you did not give it a chance to work for you. 

  I am refunded your account as a courtesy.

  Club Pilates *****************

   

  Customer response

  03/22/2023

   
  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.
  
  Sincerely,
  
  ***************************

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