Club Pilates

The club is dirty. I saw 2 rats when I came for the introduction. I csn imagine these rats are running at nights where you put your head during the day. the stuff turned out to be bully/ unethical. I heard they overcharge customers and then bully if you do not agree Take ur money to any other studio. For the price they charge its ansolutely not worth it.

Complaint: [redacted] I am rejecting this response because:I cannot add anything to this man’s childish response The reader can plainly see the problem is not Club Pilates, but the [redacted] I’ll cancel my membership March to avoid the cancellation penalty Regards, [redacted]

[redacted] signed the attached agreement (day commitment) she had only paid for two months, therefore she needed to pay an additional month in order to satisfy her commitmentHer account had been placed on freeze and when the freeze expired in August she was automatically billed, and again in SeptemberShe notified me and I told her she needed to come in and sign a cancellation formShe came in and signed on Saturday 10/and had already cancelled her credit card that was on file, I then told her we would need to request a written check, [redacted] did not like the answerThe Owner then informed me that she hadn't meet her day commitment and that she would only refund month [redacted] wasn't happy about only being refunded month, she then informed me that her credit card had been re-instated, that is when the owner issued a refund for $159.00.She never gave me (new at my job, at that time weeks) an opportunity to research before she started cancelling her credit card, and being unreasonable to communicate with

[redacted] signed up for an Unlimited Monthly Membership on October 20, The Unlimited Membership is $a month, but we offered the first three months at $for our Grand Opening special [redacted] was informed that he was not obligated to that fourth month at the regular rate of $a month if he decided to cancel.In no way do we hide behind the “fine print” of a membership contract, as stated by [redacted] In fact, it’s the complete opposite Our entire selling point is that our members are not obligated past the initial days, and that we do not lock our members into long-term contracts We talk about this perk in our Introductory Classes for potential members It’s clearly stated in the membership contract each new member signs, which we also immediately email to the member for their files.Just in case the new member chooses not to read the contract in the studio, or read the copy that was emailed to them (which obviously seems to be the case with [redacted] ), we also send every new member home with a single x sheet of paper, highlighting the main points of the membership contract We go to great lengths to clearly communicate everything to our members.On March 2, [redacted] sent a [redacted] message to us stating that he was never told he would be charged beyond three months He also stated that he had several surgeries in January and February and had little time to attend to the matter When we spoke by phone, [redacted] reiterated that the reason he was contacting us now, after several months of membership dues had been paid, was because he was preoccupied with his major health issues in January and FebruaryI told [redacted] in our conversation, that I definitely understood that his monthly gym membership dues were the least of his worries during January and February But I also pointed out that [redacted] had indeed used his membership during that time He took classes in January and classes in February It was at this point [redacted] stated he no longer wanted to debate me on the matter, and that he just wanted a “Yes or No” to his question about a refund He also stated that he would be taking this matter all over social media if he didn’t get what he wanted.I offered to freeze [redacted] ’s membership and waive any fees associated with freezing the membership I also offered to retroactively freeze the membership, that would essentially give him back the two weeks he just missed from his last payment I try to go above and beyond to take care of every member we have at Club Pilates with grace and integrity (over references/members will attest to this fact) But I won’t be bullied into giving an angry client what they want just because they threaten to post their complaint on social media This isn’t fair to the other members who abide by the studio polices, and it’s not fair to the Instructors from whom [redacted] took classes[redacted] will have his final membership dues of $on March 20, He also has the option of sending us an early cancelation notice via email and paying the $to void the contract and avoid his last month of dues

[A default letter is provided here which indicates your acceptance of the business's response If you wish, you may update it before sending it If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

As you will see in the attached contract that the complainant, *** ***, signed, her membership agreement was for months and was auto recurring (see Section 2), with the 1st month payment = $127, then the 2nd, 3rd and subsequent recurring invoices = $159. Section contains the
consent to auto renewal and Section contains the day cancellation policy as well as the $early termination fee. All of this is clearly explained to our new members when they sign their membership agreement and is provided in the written contract for their review. *** contacted Club Pilates Wyckoff to cancel on 12/13. At that time, she had not completed her month contract commitment, so she was charged a $early termination fee. Instead of paying the fee per her contract agreement, she cancelled her credit card and filed this complaint. Club Pilates Wyckoff adheres to the highest standards of transparency and ethics, and does not intentionally mislead or mistreat its members

I am rejecting this response because: When I went in to cancel my membership as requested I was promised that both months would be refunded to mePilates representative reneged on her promise plain and simplyAfter looking on the internet I now know that I am not the first client who has had money withdrawn from a frozen accountI want my complaint to be filed as unresolved so that others in the community are aware and wary of the type of business "Club Pilates" conducts. It is unfortunate the company's owner nor it's representatives are stands by their promises and takes advantage of their clientsUnfortunate they are free to continue unscrupulous business practices

[redacted] signed the attached agreement  (90 day commitment) she had only paid for two months, therefore she needed to pay an additional month in order to satisfy her commitment. Her account had been placed on freeze and when the freeze expired in August she was automatically billed, and...

again in September. She notified me and I told her she needed to come in and sign a cancellation form. She came in and signed on Saturday 10/7 and had already cancelled her credit card that was on file, I then told her we would need to request a written check, [redacted] did not like the answer. The Owner then informed me that she hadn't meet her 90 day commitment and that she would only refund 1 month. [redacted] wasn't happy about only being refunded 1 month, she then informed me that her credit card had been re-instated, that is when the owner issued a refund for $159.00.She never gave me (new at my job, at that time 2 weeks) an opportunity to research before she started cancelling her credit card, and being unreasonable to communicate with.

Good afternoon [redacted],We received your letter concerning ID #[redacted]. I have attached all email correspondence between Club Pilates and [redacted] concerning her account as well as a copy of her signed membership agreement.[redacted] signed a 3 month contract with us 10/22/2017,...

and was told at the time it was a 3 month commitment which would roll over to a month to month contract which could be cancelled after the first 3 months with a 30 day billing notice of cancellation (which is clearly stated in the contract). She contacted us 11/28 concerning her injury. At the time she told us she would be returning in January. We worked with her by pushing out her bill date from 12/22 to 1/22. We also extended all purchased credits until 2/1 so that when she returned in January she would be able to use them.She then contacted us 12/29 asking to cancel her membership and requesting a refund for her second month. We offered her the option to freeze her account for up to 4 months and extend the credits to 30 days after she returned so that she could use them. We also let her know that we were unable to refund her previous month. We then sent her a copy of her signed membership as well as a copy of our cancellation agreement which needed to be signed and returned. We also offered the option to let someone else in her household use the credits she had paid for. As you will see in the attached signed contract she agreed to a 3 month membership.We have tried to work with [redacted], however our efforts have been unsuccessful. She has now satisfied the 3 month contract and still has full access to the studio until 2/22 at which time her membership will be over. Please let me know if you have any questions or need additional documentation. Have a wonderful day!!!Jocelyn C[redacted]General Manager, Club Pilates (Symmes Twp)Club Pilates Symmes Twp12088 Montgomery Road, Cincinnati, OH 45249

Complaint: [redacted]
I am rejecting this response because:I cannot add anything to this man’s childish response.  The reader can plainly see the problem is not Club Pilates,  but the [redacted]. I’ll cancel my membership March 19 to avoid the cancellation penalty.   
Regards,
[redacted]

[redacted] signed up for an Unlimited Monthly Membership on October 20, 2017.  The Unlimited Membership is $199 a month, but we offered the first three months at $159 for our Grand Opening special.  [redacted] was informed that he was not obligated to that fourth month at the regular rate...

of $199 a month if he decided to cancel.In no way do we hide behind the “fine print” of a membership contract, as stated by [redacted].  In fact, it’s the complete opposite.  Our entire selling point is that our members are not obligated past the initial 90 days, and that we do not lock our members into long-term contracts.  We talk about this perk in our Introductory Classes for potential members.  It’s clearly stated in the membership contract each new member signs, which we also immediately email to the member for their files.Just in case the new member chooses not to read the contract in the studio, or read the copy that was emailed to them (which obviously seems to be the case with [redacted]), we also send every new member home with a single 8.5 x 11 sheet of paper, highlighting the main points of the membership contract.  We go to great lengths to clearly communicate everything to our members.On March 2, 2017 [redacted] sent a [redacted] message to us stating that he was never told he would be charged beyond three months.  He also stated that he had several surgeries in January and February and had little time to attend to the matter.  When we spoke by phone, [redacted] reiterated that the reason he was contacting us now, after several months of membership dues had been paid, was because he was preoccupied with his major health issues in January and February. I told [redacted] in our conversation, that I definitely understood that his monthly gym membership dues were the least of his worries during January and February.  But I also pointed out that [redacted] had indeed used his membership during that time.  He took 4 classes in January and 4 classes in February.  It was at this point [redacted] stated he no longer wanted to debate me on the matter, and that he just wanted a “Yes or No” to his question about a refund.  He also stated that he would be taking this matter all over social media if he didn’t get what he wanted.I offered to freeze [redacted]’s membership and waive any fees associated with freezing the membership.  I also offered to retroactively freeze the membership, that would essentially give him back the two weeks he just missed from his last payment.  I try to go above and beyond to take care of every member we have at Club Pilates with grace and integrity (over 370 references/members will attest to this fact).  But I won’t be bullied into giving an angry client what they want just because they threaten to post their complaint on social media.  This isn’t fair to the other members who abide by the studio polices, and it’s not fair to the Instructors from whom [redacted] took classes.[redacted] will have his final membership dues of $199 on March 20, 2017.  He also has the option of sending us an early cancelation notice via email and paying the $99 to void the contract and avoid his last month of dues.

Response:We are deeply disheartened by this complaint. We take the upmost pride in our customer service, integrity, quality and value. When the client first attended the Soft Opening on August 21st the membership promotion was 20% off the first three months ($63). When the client returned on...

September 9th to purchase their membership the current membership promotion was 20% off the first Two months ($63.00) with month 3 being at full price ($79.00). Client signed contract stating that she understood the monthly prices, the three-month term of the agreement, the one time $30.00 Wellness Portal fee and the cancellation process. Client was only charged fees associated with the contract she signed. Not a single additional fee (outside of her contract) was charged to the client as stated in complaint. Client has attended 11 of their 12 classes purchased under their membership agreement after stating that classes are "a waste of time". Client has attended multiple classes since filing this complaint, even as recently as December 1st. The Club Pilates owner has called the client, left a voicemail, and sent two text messages to issue a cash refund to client of 100% of monies paid in order to rectify clients negative opinion of our companies transparency, however client has chosen no to respond in any way. We are optimistic that we are able to come to a resolution if the client is willing to communicate with us.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]