ComplaintsforClub Pilates

• Initial Complaint

  02/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Unprofessional conduct of business, denied admission to paid class within less than a few hours from scheduled class time, denied repeated request for refund, hanging up on phone calls on business number, sending angry text messages to private cell phone, accusing me of shouting when I tried to ask for clarification on the phone.

  Business response

  03/16/2024

  This is someone who buys single classes at our studio. They booked themselves into a Level 2 class, which requires Instructor approval, which she did not have. In fact, the week prior in another class our Instructor was concerned for this persons safety. For that reason, we followed our typical protocol to remove the person from the Level 2 and notify them. She was notified and did not respond well. Her credit is still good, she can use it for classes. Instead, the front desk team was treated disrespectfully and harassed and negative reviews left before management was even given an opportunity to respond. The customer has since filed a chargeback, therefore it is now out of our hands and we can no longer provide a refund as it's stuck with the bank process. 

• Initial Complaint

  03/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I joined club pilates before pandemic. I paid a month but did use a month fully because the studio closed. Last July 11, 2021, the studio charged a month fee ($354.26) on so I asked them to refund. They said YES. But I never got the money back. From last Nov, they started to charge freeze fee $15. Last Month, they contacted me if I wanted to return , I said No because of COVID. At this time, they admitted that they owed me a month.I also asked the partial credit I did not use fully right after pandemic close. No answer. Last March 11, 2022, they charged a month again so I asked them I am not going back this month so refund it to me. They said that I did not say I continue to freeze this month so I owe them. I can't come back due to my personal reason, so I cancelled the membership on March 11, 2022. otherwise they keeps charging freeze fee or membership fee. I said that I agree with the 30 days rule I should notice before I cancel it. So pay the last month ****. BUT I asked to get refund a month fee last year as they promised. My point is that I want to get back a month fee they charged last year (July, 2021) as they promised to refund it to me. My question is that if i can ask them to partial fee for pandemic close. Please contact me by email after Mar 16. Please call me or email me If you contact me between Mar 1,4 15

  Business response

  04/04/2022

  Invoice of 7/11/2021 was "supposedly supposed" to be frozen but member ********* *** did not give notice before the billing date, a refund was asked for. Manager on that date could not approve a refund due to corporate policies, but did tell the member if she was to come back she will have a month free and the next **** date will be charged the month after and so forth(as per her membership agreement). Membership was put on freeze  on 11/11/2021,12/11/2021, 1/11/2022, and 2/11/2022. Membership freeze was lifted on 3/11/2022. We sent a courtesy text to a member but did not reply after ********* got charged.
  
  
  Invoice 3/11/2022  member was notified prior to **** charge that it will come off freeze, sent text message. Again we reminded member since she wasn't clear on what to do to either keep on freezing or cancel membership. At this point we did not know or were unclear on what the member needed, we asked a lot of times are we freezing you or canceling you. Again at this time she asked about the refund that was never made to her account on 7/11/2021 and how she has a free month and she asked why she got charged again. We explained to her our policy and at this time we asked her if she is planning on coming back any time soon, still no answer. Our Assistant Manager and General Manager spoke to ********* *** to cancel her membership and how we will take the invoice of 3/11/2022 as her 30-day notice. We sent ********* *** a cancellation waiver on 3/12/2022 that she signed and acknowledged the policy of our 30-day notice fee in order for us to cancel her membership successfully. 

  Her account has been settled to her satisfaction and if/when she returns she will be given free time. 

  Customer response

  04/10/2022

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  [Your Answer Here]

   

   

   My memory is not same as the business.  The manager did not say that the refund was not available and  I understood the refund will be made. 

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ********* ***
  
  
  
  
   
  

• Initial Complaint

  02/10/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I called over the phone to purchase a semi-private ******* (Tuesday, July 6, 2021 10:15 AM)I received an email receipt of this purchase with no confirmed session date or time. There was no refund policy on the email receipt, nor was there a refund policy explained to me on the phone at the time of purchase. The total purchase price was $146.30.On Oct 26, 2021, 11:20 AM I emailed the business to request a refund, because the session was never booked nor used. I did not receive an email in response, so I called and asked to speak to a manager. I did not get a call back. On Nov 2, 2021 at 7:02 PM I received an email from someone offering to turn my semi private ****** into two private ******s. About an hour and a half later, I emailed back and declined the offer, again asking for a refund. The next day, I I got an email saying they would not give me a refund but I should feel free to contact the manager via his email address. I then forwarded the email chain to him and asked for a refund. On Nov 3, 2021, 7:32 PM, I received an email from the manager of the business stating that they normally have a contract that is filled out prior to purchasing. He then acknowledged that I "never filled out a contract when you initially purchased your 2 semi privates". He then offered to give me a refund. I replied and said yes, I'd like the refund. Then, I didn't hear from him for months despite repeated attempts to contact him.On Wed, Feb 2, 10:51 AM, I emailed a corporate marketing person a copy of his email offering a refund and said I hadn't heard back from him. At 1:22 PM that day, the manager emailed me back and told me he can't give me a refund, ******s are non refundable. He then said the only time they can be refunded is if notice is provided requesting a refund after 3 days for the initial purchase. That is why I am filing a complaint. I was never told of a refund policy or given any notice. Then, I was offered a refund which I never received.

  Business response

  02/24/2022

  Dear Sir or Madam,
  
  *************************************, or ************** in our system, first made contact with us on July 6, 2021. In that conversation with General Manager ****** she purchased two (2) semi-private training sessions. ************** then came into our studio on July 9, 2021 for a free introductory class.
  
  As noted, ************** did not use those sessions. Following her visit on July 9, we did not hear again from her until November 3, 2021 when she reached out asking for a refund due to relocation.
  
  Per corporate and studio policy, private and semi-private sessions are not refundable beyond the initial 3-day buyers remorse clause. However, even if that were not the case and we offered refunds at 30, 60, or 90 days, it would not have mattered as it was November 3, 2021 before we next heard from ************** 4 months after purchase.
  
  As you will see from the attached screenshots, she opened email blasts from our business on November 10, 2021 and January 1, 2022. So she was clearly staying in touch with the promotions and goings on of the studio.
  
  Upon her reaching out, she was explained that we needed some time to investigate further as her claim was that a former employee said the credits had no expiration date and could be refunded whenever. An easy excuse, often used. After this was discussed, rather than give us time to investigate and propose solutions, ************** instead went on multiple review platforms using both her name, and what we believe to be other fake names blasting us for not refunding her immediately. We know the reviews to be fake because A the writing is nearly exactly the same and B - we have no such persons in our database and after reaching out to try and resolve, our requests went unanswered). Screenshots attached.
  
  ************** or whatever she is choosing to call herself today, clearly wrote the reviews out of anger in hopes of damaging the businesses reputation. Again, without giving us the necessary time to investigate the situation further. During this time we reviewed her situation and it was determined she was not eligible to be refunded due to the circumstances outlined above. When the studio recognized this, a follow up email was sent stating it was not possible. We attempted to give her several other options so she could use the credits in other ways, but she declined. To us, it seemed quite clear from the start  that unless she was refunded she was not going to be satisfied and would continue to disparage the business.

*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. ↩