ComplaintsforClub Pilates

• Initial Complaint

  10/02/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I joined this studio approximately two months ago. I bought the 4 pack/mo at $89/mo package. Everything was great until the end of my 2nd month. On 9/27/23, I showed up EIGHT minutes late to a class I had booked weeks prior. (I had already used 3 of the 4 classes for September, and was attempting to use the last one I had pre-paid for.) I got a strange look from the receptionist when I walked in and told her my name, so I explained how it was my first time being late for a class and how I had just come from work (bad traffic). I asked if I could go in and join the class. She said she’d have to ‘check with the instructor’ who apparently then said ‘no, it’s a safety issue’. They said I would’ve been let in if I had been FIVE minutes late. The receptionist didn’t apologize or offer to re-book me in another class or anything, so I just lost that class credit (or $22.25) completely. Basically, was treated like a second class citizen. I said I would be canceling my membership (though I didn’t officially request to cancel it at that time). I came home, checked my email, and saw where my agreement had been canceled by Club Pilates. Interesting, as I still had a month left on it as part of the agreement. Seems to me like that’s them admitting fault on their end. Bottom line is, there is NO mention of this late ‘policy’ in their contract, nor did anyone tell me about it when I joined. I’m completely floored and was very upset after being treated this way. I want a refund of $22.25 for the class they deemed a ‘no show’, and I want them to change the language in their contract so others don’t get this little surprise in the future. I also want to ensure that they don’t charge me the $100 early cancellation fee. Really sad this didn’t work out. I’m hypermobile and Pilates is considered by many experts to be the perfect exercise for people like me. However, I do not give my hard earned money to those who don’t respect their customers. Really unacceptable behavior.

  Business response

  10/02/2023

  This is a member at the ******* ****** ** Club Pilates.  She is not a member at ******* ** Club Pilates.  Please redirect this to the appropriate studio and studio owner. 

  Customer response

  10/02/2023

  This needs to be reassigned to the office responsible for the ******* ***** ** studio.

  Customer response

  10/13/2023

  I have not heard from the business in response to my complaint.

  
  

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