Complaints

• Initial Complaint

  06/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I want to report the Downtown Club Pilates location in particular. I called in on February 23rd to cancel my gym membership. I was told that the last day will be April 22nd. On May 7th I was then charged a monthly membership. When I called in to ask why, Club Pilates said our last correspondence was in November. This is false. I have a call log, from February 23rd that is proof I called in to cancel. Im sure Club Pilates has all call logs recorded for quality assurance. They were not willing to reimburse me and take accountability for their employees. According to their policy I have to sign something in order to cancel. This was never sent to me after the February call. Its clearly due to an employees tardiness and theyre not willing to reimburse me for the month of may and is also going to charge me for **** month as the last month. I have since called my bank to ensure these payments will be blocked. However I still want to report this to BBB. Absolute terrible management.

  Business response

  13/08/2024

  Upon signing for the membership agreement, it states that all cancellation requests require a "written" 30 day notice. Unfortunately the phone call made does not qualify as sufficient notice for cancellation. All staff are trained in detail regarding this policy and notes state that this was mentioned. 

  Customer response

  13/08/2024

   
  Complaint: 21809630
  
  I am rejecting this response because: they did not take accountability for staffs mistake for not emailing me the cancellation form to fill out. They do this tactic all the time and purposely not reply to clients emails in order to charge you for 2 more months before cancelling.

  They should be ashamed.

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

  Business response

  14/08/2024

  This not a something that club pilates does to cheat anyone out of money. We have policies in place that are signed for within the contract, that are followed as per corpates request. Upon looking into the notes more, our AGM did accept the cancellation and it was done correctly. Unfortunately, the member still required one final payment due to the 30 day cancelation policy that was in the contract. 

   

  The cancelation was processed properly, but the final payment that is required was not fulfilled by the member.  That is why we have only 1 outstanding payment, because the rest of the contract was terminated. 

  Customer response

  14/08/2024

   
  Complaint: 21809630
  
  I am rejecting this response because: as a business they have all the call recordings. Not taking accountability for their own employees mistakes is extremely unethical. Take responsibility for the mistake of your employees and move on.
  
  Sincerely,
  
  ************************

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