Complaints

• Initial Complaint

  08/14/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I paid this business thousands of dollars for an unlimited annual membership. They make it impossible to use the service paid for and on top of that charge absurd and predatory fees. If you dont reserve a class weeks ahead of time the classes fill up and there is no availability to use your prepaid membership. If you book your classes ahead of time they find any reason they can to cancel your spot and charge you a cancellation fee. One example: when I was sick with Covid I was told I had to still attend my class or be subject to a cancellation fee. Another : When I arrived at 830 am after commuting an hour to take an 830 am class, I was told I was too late and my spot was given away on a waitlist. Most recently on or about 7/25 I showed up on time and checked in for a 730 pm class but while I. Was changing they gave away my spot to someone on the waitlist due to their own error. I still had 3 months left on my annual membership but can no longer stomach the constant fighting to use my paid membership and the way they make it impossible to attend classes you have booked and paid for and showed up for. They have a zero seconds late policy which they exploit as a way to overbook their classes, double charge for spots and collect ridiculous fees. Their 12 hour cancellation policy makes no exception for individuals with health conditions that cannot be planned for 12 hours in advance. This business is predatory. I would like a pro rated refund for the remainder of my membership aug - oct.

• Initial Complaint

  08/05/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I would like to cancel my membership and get a refund. The business has only left their email as customer service. I sent them 5 emails and they did not respond. The way they run their business is like a fraud, and below is what i sent as my first email:1. You renewed my membership without sending any confirmation and receipt. I did not approve of you using my credit card left on my account to renew my membership. Even after charging $3000 on my credit card, I did not receive any receipts. I only saw it on my credit card statement 1 month later. In addition, in the first year, you charged me many times for late cancellations or no show. But for any charges, I have never received a receipt or notification. I only got to know about them in my credit card statements. I would not trust a company like this with my credit card information. 2. You claimed that I have a signed contract that shows all the terms and conditions for this membership. However, When I asked you for the signed contract, you couldn't provide me with anything but a screenshot of terms that I have never received and read. If an auto renewal is required on the membership, I would like to see the signed contract. I did not know and did not agree with many terms you had or changed to. 3. You change your policy and terms without providing notifying members. In the past 1 year and 3 months, if I arrived at the studio 5 mins late for the class, in order to not disturb the class, the **** would ask me if I wanted to swap to another class for free and I usually do. This week, they told me that I would need to be charged $15 to swap even though I am already there and neither of the classes are full. I was simply told that our policy just changed. Why didn't I know about the policy change? Who notified me? If I signed a contract with specific terms and conditions, any changes should be notified and agreed by the other party before it can become legally effective.

  Customer response

  08/30/2024

  Better Business Bureau:
  
  At this time, I have not been contacted by New York Pilates regarding complaint ID ********.
  
  Sincerely,
  
  *********************
  

• Initial Complaint

  06/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  June 1, 2024 May 1, 2024 Recurring monthly subscription I have repeatedly emailed them to cancel as of May 1, 2024 which they will not honor my cancellation. Charge each time is $261.25. I would like a refund for both purchases.

• Initial Complaint

  02/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a one week unlimited trial package online for $99 to use in Southampton, **. When I went to book my first class, I was unable to use the one week unlimited. I contacted customer service and they said that promotion was only valid in their *** locations. There was no mention of this anywhere on the website when I purchased the promo. They refuse to refund me my money.

• Initial Complaint

  07/19/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  They has been charging me for a streaming service since 2021. I stopped using the service since 2022. On July 14, 2023 I see that charged me $240 through PayPal. I contacted PayPal first for not knowing what service was this, they said its New York Pilates. I contacted *** right away and explained to them that I have stopped using the service since 2022 and ask for a refund. they refused to give me a refund saying that I agree the term when I made the initial purchased in 2021 as of now I have not been using the service for many month and That I no longer need this. They said they are Not responsible on reminding there a client that they need renew the clients membership. I just want a refund on something that I have not been using and will never use again.

*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. ↩