Complaints

• Initial Complaint

  06/28/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have held a 8 pk/mo membership at Club Pilates (**) in *********** since April 2022. Per ** standard policies (see www.clubpilates.com/terms), "you may cancel a membership at any time during a renewal period." I cancelled my membership at the beginning of June 2024, during my renewal period. Thereafter, I checked my account status in the ** app. It showed "Package cancelled" and "Access to membership ends 6/22/24." I interpreted that this meant I had no further monetary obligation to ** as of 6/22/24, which was my next renewal (or prepay) date. Given the information I had about my account via the app, I did not expect that I would have to pay for another renewal period. Yet, ** continues to harass me with daily emails telling me I owe them money for a continued membership through July 21, 2024. My credit card associated with my ** account/app is no longer active. I cancelled it upon cancelling my ** membership. As such, ** emails me daily: "We tried to run the scheduled payment detailed below and unfortunately the charge could not be processed. $199.00 for Membership 2: 8 Classes a *************** 4) charged to credit card ending with xxxx (payment due date is 6/22/2024)." I have requested evidence from ** to understand why I am obligated to continue a membership through July that I no longer want, nor will ever use again in the future. Thus far, that has not been provided to me. Interestingly, no one at ** wants to know why I am cancelling my membership. As others have complained via BBB, I also believe Club Pilates oversold memberships to their ******************. Their memberships are overpriced and inflexible, and their instructors are mediocre at best with the exception of a few whose classes are always full, long waitlisted, and unavailable. I want ** to validate that my membership is cancelled and stop sending me emails pursuing payment they are not owed, or send me evidence that explains why I am obligated to pay for a continued and unwanted membership.

  Business response

  07/03/2024

  Hi *****,

  We are sorry you are exeperiencing issues with your home Club Pilates studio. However this Club Pilates studio is located in Acworth, ** and is not affiliated with your Oregon location so we will not be able to help you resolve this matter. 

• Initial Complaint

  05/31/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  **************** in this place is the worst. Im sorry for the front desk representative that works there. I know they only follow instructions, but is like talking with a robot. This place dont answer emails, they took me cr for my classes when I cancel a section instead of charging $10 or $15 the owner or manager told me. They also count the intro class as a regular class when they arent supposed to charge for this 30 minutes free intro class. I talked with the manager or owner and he said he is going to fix that, but they didnt do it. I sent various email, but they dont answer. I talked personally with the front desk employee and she called him, but nothing changed. Also, I couldnt go to classes for a month because I was in contact with members in my family thats was very sick and now Im very sick, so this is probably another month that I can go snd he told that in situations like this I wont be penalized, but now he never answer and is not only me. I heard many people complaining about this club. Many of the information the gave me is different of what they are giving me. Now, I want to cancel the member and they said I have to pay $100 and also, they are going to charge me another mont. Not to mention that I loose a month of classes because I was sick. This is ridiculous to have to pay for services Im not receiving and for incorrect information received. I want to cancel immediately and have my money back. I already tried others ways to contact them, but I havent received I response yet. Thats what Im trying BBB. I appreciate your help in matter.

*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. ↩