Complaints

• Initial Complaint

  03/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unresolved

  More info

  Contacted business owner of Pilax Pilates, ********* on Friday December 22, 2023 to cancel my membership. I never signed a contract with the business, I joined 07/31/23 for 30 days as a promo the business had and then upgraded to unlimited. No contract was ever provided until I tried to log in to mind body app that is used to book classes to terminate my membership.I was informed by customer service from mind and body app that the business was the only one who was able to terminate my membership and for me to reach out to the business to have them cancel it for me. I reached out to ********* again January 22,2024 and text thread shows where she says she would place my membership on hold so I wouldn't be charged in February. February 1st I was charged when I shouldn't have been charged $69.99.On February 1, 2024 I told her what mind and body app told me and she said she was going to send me to collections and refused to cancel my membership. I asked for a copy of the contract because the contract agreement online does not say anything about cancelling and me having to pay to cancel. She said she would cancel my membership on February 1, 2024.Today March 1st it's reflecting a missed payment of $69.99 due for March, and on my account, it still shows as active membership with Pilax Pilates when it should of been cancelled. Please help me avoid going to collections and cancelling my membership with Pilax Pilates.

  Business response

  03/20/2024

  Hello, 

  Pilax Pilates has talked to ************************* as she purchased the student unlimited membership in August 2023. We actually gave her a free month as proof shown. As you can see she has only paid 5 months out of the year commitment. We have our contract and commitment stated all over our booking app, flyers and website. More importantly 5 months is only $345 she is trying to say we owe her money but in reality she purchased the student one which is for students hence why its only $69, when she wasnt even a student. We allowed this so that she can workout with us without making it a big deal. The student membership is only 69 a month regular non student ones are 150 a month. She did the unlimited student one and voluntarily committed to a year and voluntarily added her card. Here is proof of our membership stating that this is a year commitment. If she was to do the year on a student one it would be $828 she hasnt even paid half of that to us.

  
  She also asked for a pause in December due to the holidays. We are a small women owned buisiness if we were to charge ******* the 150$ a month as we should have it would have been $1800 for her to pay us. Instead she is complaining because she wants to cancel her contract ahead of time and is cheating a small business out of classes she attended. This is ridiculous. We make it accessible to all to move for affordable prices. We never forced her to add her card. She did this because she was committed and only wanted to pay 69$ cheating us out of a regular membership. We offer many memberships with no contracts and no commitments but she wanted to instead use us.She should pay us 1800 for the year. She wasnt even a student. We go above and beyond to be accessible for this. 

  Customer response

  04/01/2024

  I am rejecting this response because:I would like the opportunity to respond. How can I respond to case that was closed 2 days ago. This message is in reference to Complaint ID ********. ********************** & Total Fitness LLC has provided the following response to your complaint: " Hello, Pilax Pilates has talked to ************************* as she purchased the student unlimited membership in August 2023. We actually gave her a free month as proof shown. As you can see she has only paid 5 months out of the year commitment. We have our contract and commitment stated all over our booking app, flyers and website. More importantly 5 months is only $345 she is trying to say we owe her money but in reality she purchased the student one which is for students hence why its only $69, when she wasnt even a student. We allowed this so that she can workout with us without making it a big deal. The student membership is only 69 a month regular non student ones are 150 a month. She did ************* student one and voluntarily committed to a year and voluntarily added her card. Here is proof of our membership stating that this is a year commitment. If she was to do the year on a student one it would be $828 she hasnt even paid half of that to us. She also asked for a pause in December due to the holidays. We are a small women owned buisiness if we were to charge ******* the 150$ a month as we should have it would have been $1800 for her to pay us. Instead she is complaining because she wants to cancel her contract ahead of time and is cheating a small business out of classes she attended. This is ridiculous. We make it accessible to all to move for affordable prices. We never forced her to add her card. She did this because she was committed and only wanted to pay 69$ cheating us out of a regular membership. We offer many memberships with no contracts and no commitments but she wanted to instead use us.She should pay us 1800 for the year. She wasnt even a student. We go above and beyond to be accessible for this. " and my response to that business isPilax Pilates ran a promotion offering a free first class and a 30-day membership for $30. I attended my first class on May 13, 2023, and subsequently purchased the 30-day membership on May 17, 2023, via the Mind Body app. There was no contract or cancellation policy provided during this process. I paid $30 for the membership, as indicated in my May 2023 statement. On June 15, 2023, ********* approached me before class and offered me an unlimited student membership, stating that it was similar to the initial promotion. No student ID or school verification was required. There was no mention of a free month during this conversation. Upon contacting Mind Body App, I discovered a contract stating a one-year commitment, which I was not made aware of previously. Additionally, I never saved my card information, but in August, ********* requested my **** card details, which I provided based on trust. I was not provided with a cancellation policy, and I did not agree to a one-year contract. If I had known about this, I would not have chosen this option due to my plans to move and apply to medical school. ********* assured me that canceling would be straightforward but later insisted that I pay the remainder of my membership. Her communication has been unclear and sometimes aggressive, with threats of sending me to collections. As a student, I provided verification, and I am seeking cancellation of my membership. I have requested a copy of the cancellation policy and contract from ********** but have not received a response. I request that my membership be canceled and that I receive a copy of the cancellation waiver for my records. Several others in the ********** Pilates community have expressed similar concerns about the business.
  

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