Complaints

• Initial Complaint

  10/04/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My wallet was stolen in July and I had to cancel all my credit cards. I tried contacting this gym to update my payment info but no one answered. They kept trying to charge my cancelled card for the membership fee and for payment failures. I was not given credits and was not using the gym during this time. I naively believe they would stop trying to charge me. They did not and now want me to pay for the past due membership fees and payment failures ($488) in addition to one month of membership fees ($199) in order to cancel my account. Again, I was NOT given any back credits when my lost card was being charged, so paying for two months of service I will never be able to use seems wrong and predatory. They have offered no solutions.

  Business response

  11/02/2023

  The client contacted us on October 1st in response to an automated email regarding a late fee for her past due membership payments. In this email she stated Please cancel my account. I have been trying to contact you for months with no answer. 

  Per her membership agreement and corporate Club Pilates policy, membership payments auto-renew each month until written notice is given. Written notice is required at least 30 days prior to the clients billing date. The client agreed to this when she signed her membership agreement on April 20th, 2023. I responded to her email reiterating these policies and that we would be able to cancel her membership 30 days from the date she reached out. I also noted that we did not have any record of her attempts to contact us - no voicemails or emails - and asked that if she did in fact have any personal record of these supposed attempts to please share that with us so we could honor any previous request to cancel prior to her email on October 1st. She did not produce any record of these supposed attempts. 

  She then proceeded to describe how her wallet had been stolen in July and thats why she had not been paying her membership dues. I expressed sympathy for her situation and again explained that if she had left a voicemail or email during that time, we would have worked with her to cancel her membership. However, we had no way of knowing that her wallet was stolen or that she desired to cancel her membership. The client states in her complaint that I naively believe they would stop trying to charge me. Again, all memberships auto-renew each month until written notice is provided. No notice was provided until October 1st, 2023.
  I also pointed out that she attended several classes in July and August (July 25th, August 9th, August 16th, August 17th), the months during which she claims to have called the studio with no answer. I suggested that she could have spoken to us in person on those dates as an alternative to leaving a voicemail or email, to which she responded, I was not aware the front desk people and the people I talk to on the phone are the same person. The people at the front desk are in fact the people who respond to phone calls, as this is a small business franchise location with few staff members. Even if she did not make that connection, it seems reasonable that if someone had a concern or complaint about business, they would have tried to talk directly to the people operating that business at the time of services being rendered.

  In order to resolve this situation, I offered to cancel her membership immediately, waiving the 30-day notice policy. However, payment was still owed for prior monthly membership payments, per her signed membership agreement and our standard policies. Further, the clients request for class credits at another Club Pilates franchise location does not align with this situation, as she would not receive credits for not paying her membership dues. The client owes payment to Club Pilates, not the other way around.

  Customer response

  11/15/2023

  The history of events that Club Pilates sent is incorrect. They did offer to waive the 30 days notice for cancellation of membership but then immediately sent the other missed payments to collections so I was unable to pay them. I tried making a payment but was unable to do so.

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