Complaints

• Initial Complaint

  04/11/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I had a monthly subscription with Club Pilates South Lake Union studio from Jan 2023 to Feb 2024. On the first day of the free intro class, the (former) studio manager, ***, told all customers that even when the contract says there is a 12-hour cancellation policy for each class, we could always call the front desk if it is within 12 hours of the signed up class to let them manually cancel the class for us and we could get the class credit back.However, on Feb 21, 2024, when I had a severe dysmenorrhea which could not be possibly predicted 12 hours ahead and called the front desk of Club Pilates SLU studio. The assistant refused to give back the credit. The assistant was acting unprofessionally by saying they had listened enough to me and hanging up the phone unexpectedly. The phone call has lasted less than 3 minutes. I'd consider this as false advertisement when they used flexible policy to attract customers but refused to keep the mutual agreement.On Feb 22, 2024, the current studio manager called me to know more information because I said I wanted to cancel my subscription the day before. The studio manager agreed on the phone call that they would refund the payment of $120.17 auto charged on Feb 21, 2024 for March subscription. Apparently, they didn't cancel my subscription or refund my unused March credits. My bank statement showed they charged me again on March 21, 2024 for $120.17 which covered the subscription for ****** On Apr 10, 2024, I received email from Club Pilates saying I have $165.28 balance due.Club Pilates has very bad reputation on cancelling subscription on the internet and social media. They never did what they had committed to, i.e. refunding and cancelling subscription. Additionally, they make the cancellation process extremely hard. Customers have to call one month in advance to cancel and this cannot be done in-person in the studio. Studio manager never show up in studio so customers have no place to find a person in charge.

  Business response

  05/14/2024

  Hi *******,

  I apologize again for the experience you had during your visit to our studio and any service that fell short of expectations that were previously discussed. Your feedback is incredibly valuable to us and we have taken your previous feedback we discussed to heart and have worked on bettering our sales staff. We understand how important it is to feel welcomed and supported during your fitness journey, and we deeply regret that we failed to deliver on that promise to you. After you brought this concern to my attention through email, I immediately contacted your over the phone and we discussed other options apart from cancelling that could make you feel more comfortable at our studio. After discussion, you decided you would still like to continue with a cancellation which I agreed to complete for you. To my knowledge, I then followed our conversation with cancelling your account. I have not seen any emails regarding being mischarged after that. If brought to my attention, I would have fixed those charges, no problem! I am not sure why you were still getting charged after, but I have just adjusted your account again to make sure the cancellation shows and those charges should be cleared. You do not have any outstanding dues on our end and it should all be cleared up. 

  As for our cancellation process, we try to make it as easy as possible. You can always ask in-studio, call, text, or email us about a membership change or cancellation. We would then send you the link to the form to fill out on online which asks you a few questions and details. For membership cancellations, we typically ask for 30 day notice and all other changes we ask for a 7 day notice. Unfortunately, since I am the newest GM and I only started shortly before you left our studio, I don't believe your class times aligned with when I was in studio. Though, I am always open to discuss any questions or concerns and I am in the studio frequently. 

  Once again, I apologize for any inconveniences or frustration this may have caused. Thank you for bringing this matter to our attention and I hope this brought some resolution. Please let me know if you would like to discuss anything further or have any questions or concerns!

*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. ↩