Complaints

This profile includes complaints for Fit2Function-Pilates, Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Fit2Function-Pilates, Inc

  14712 Baltimore Ave Unit 103 Laurel, MD 20707-4865

• 

  Fit2Function-Pilates, Inc

  2200 Petrie Ln Ste 534 Glenarden, MD 20706-1663

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:02/09/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good Afternoon,My name is ***** ******, and I need immediate assistance regarding a billing issue on my account. Your billing department recently contacted me, stating that I owe over $700 for a membership I canceled in December.I initially emailed the manager on November 29, 2024, requesting to cancel my membership to avoid Januarys charge. She stated that if I returned the form by November 30, my November 28 payment would be my last, making December my final active month. I submitted the form on December 2, which I understood would extend my membership through January.On December 11, I successfully booked a class for January 2, 2025, but on December 26, I found my registration was canceled. When I contacted the studio, I was told my account had an issue and I needed to email the managerwho is unavailable by phone or in person. I reached out, and instead of assistance, I was told to pay my balance first before any resolution.After proving my payments, I was still told to check with my bank, which was unhelpful. I resubmitted my cancellation form on December 26, yet on January 29, 2025, I was told I owed $700+ despite not attending a single class. When I visited the studio, I was informed they had never received my cancellation form and was once again directed to email the manager.This raises serious concerns:Why is canceling so difficult?Why cant members cancel in person or online?Why is management completely inaccessible?This process is unacceptable. I followed all cancellation instructions, submitted my request twice, and took extra steps to ensure compliance. I do not owe $700+, and I will not pay for services I did not receive. I expect this matter to be resolved immediately and the erroneous charges removed.Please confirm receipt of this email and provide a resolution as soon as possible.

  Business Response

  Date: 03/24/2025

  Hello, 

  After reviewing Ms. ******* account and communicating with our club system, it has been confirmed that she does indeed owe the $700. Our GM communicated with a representative from our club system, ClubReady, and they confirmed verbally and by the pictures attached that her account is in third party collections and she owes the amount shared. We have no record of Ms. ****** submitting a cancelation agreement. We have documentation of our GM forwarding the form via a link as well as a follow up email to Ms. ****** letting her know that she sent the form via the link. When a completed form is submitted, it is uploaded to our club system and into the member's file. We have no cancelation form on file for Ms. ******* We do have two freeze forms on file. Our standard operating procedure requires members to submit their request to cancel in writing and we are not to cancel a membership until we receive that form giving us authorization to do so. 

  I have attached some additional information from Ms. ******* file to be considered in this case. We do want to resolve this matter and resolve it amicably. However, according to our records, we are indeed due this outstanding balance and we do not feel like we should forgo that. Nor that Ms. ****** should be absolved of her responsibility and what she agreed to upon signing the agreement which clearly explains the proceed for cancellation. But if that information was not available her, she did the next appropriate thing and request directions on how to cancel from our GM, who gave her the exact straightforward process. 

  Customer Answer

  Date: 03/29/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22919373
  
  I am writing in response to your claim that I owe a balance of $700, which I firmly dispute. Your response highlights the very reason consumer protection laws like the "one-click cancellation" requirement are being enactedbecause of opaque, outdated, and overly complicated policies such as yours that place an unreasonable burden on the consumer to prove cancellation. These policies are designed in a way that creates unnecessary friction and makes it difficult to exit an agreement, even when a consumer follows your directions to the letter. As previously stated, I submitted the cancellation form through the link provided to me by your GMwithin the allotted timeframe. After submission, I had no way of confirming receipt outside of simply "hoping" your system did what it was supposed to do. That is not an acceptable or reliable process. The burden of technological failure, system mismanagement, or improper documentation should not fall on the consumerespecially when I acted in good faith and in accordance with the instructions given.
  

  You acknowledge having two freeze forms on file. That demonstrates a history of good-faith communication and intent on my part to responsibly manage my membership. I followed your process to cancel. If your internal system failed to capture or store my submission, that is an issue with your processnot my actions. I will not accept responsibility for a debt I do not owe. I expect this matter to be closed and the account to be removed from collections. If this is not resolved appropriately and promptly, I will consider filing complaints with the relevant consumer protection agencies, including the *** and my state attorney generals office, and will explore all available legal remedies. 
  
  Regards,
  
  ***** ******
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 04/01/2025

  Good Afternoon,

  While we understand the former members frustration with the cancellation process and are saddened that it evolved into this situation, we do not agree with her stance and perspective on the matter. With that said, to bring this matter to a close we have removed her from third party collections absolving her of all responsibility or debt owed. 

  Customer Answer

  Date: 04/11/2025

  [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.]
  
  Better Business Bureau:
  
  Thank you for your understanding and consideration. I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ***** ******
  
  

• Initial Complaint

  Date:12/23/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have cancelled this membership November 9th, and they have continued to charge me and continue to call me, now saying that they cannot CANCEL my membership because I OWE them. Please can you help stop these unfair business practices? they are trying to make money on me by refusing to cancel this membership that I was unaware of, it was not explained to me that this would be a recurring membership. I need help trying to get this business to cancel this membership. I cancelled with them AND THEY REFUSE TO STOP CHARGING ME.

  Business Response

  Date: 01/16/2025

  Just to recap her complaint as I have reviewed her account and notes, she stated that she never signed up for a membership. The challenge I have with understanding this dispute is that she  clearly signed the agreement, which clearly states she was agreeing to signing up for a 3 month commitment. Secondly, our staff always does a presentation sharing this same information and all new members initial an agreement summary as well. Not to mention in order to sign up one must literally sign directly on our computer screen their own signature and supply their physical credit card to be charged for the membership. 
  
  I struggle to believe that none of this occurred nor that she was not informed multiple times during the member sign up process of what she was signing up for, i.e. a 3 month commitment that goes month to month after that first 3 months and to cancel you must provide a 30 day notification and at that point you still have one last payment depending upon when the cancellation notification is submitted during the payment cycle. After that point you this have 30 days to use the studio.
  

  Her contract is attached for you to review. Im sharing this information so you can see for yourself  that we did nothing deceptive and that the misunderstanding is clearly on her part. We would never be so underhanded and pull such a deceptive stunt to get members to join our studio. We dont need to. Were fortunate that our studio is highly sought after because of the great classes, community and amazing life changing experiences and outcomes our members share directly with us and our staff. That is why we are well over 500 members strong. If we practiced such deception that would not be the case for a number of reasons to include karma. We know you cannot take advantage of people purposely  and still grow and prosper. 
  
  So, were not sure what exactly her but situation really is, but we did release her from her agreement despite the fact that based on our cancellation policy she still owed us money. But somethings are not worth the headache. And we refunded her money as well at a loss on our end. 
  

  
  

  Customer Answer

  Date: 01/17/2025

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: 22725664
  
  I am rejecting this response because:

  I have not received a cancellation notification from this business as of yet, I have only received a lengthy email about why they dont need my money. All I want is a notification of cancellation.

  
  
  
  Regards,
  
  ******** *********
  
  
  
  
  
  
  
  

  
  

  Business Response

  Date: 01/21/2025

  Good Morning,

  Per the members request, on the same day that the member was responded to by ownership, the membership was cancelled on January 15, 2025. The member should have received a confirmation email stating her account had been cancelled on that date. 

   

   

• Initial Complaint

  Date:04/24/2023

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was constantly wait listed, unable to get into classes. Finally got to take some class then. I missed some classes then missed a payment and lost 8 classes that I had already paid for. I then put my membership on hold paying $15 for 3 months. There was no easy way to cancel. I could not find a way to cancel on line so I finally sent an email only to be told that I would have to pay a $100 cancelation feel. I told them that I should not have to pay $100 to cancel since I had not been coming and my membership had been on hold. I was then told there is a 30 day cancellation notice required. In order to do a 30 day cancellation notice, your membership has to come off freeze. I cancelled on March 2. So your effective cancellation date is 04/02/23. My apologies for any confusion. It is not $100 and an additional month. It is just any invoice that becomes payable within that 30 days, which is $109.

  Business Response

  Date: 05/11/2023

  Good Morning. I have read the compliant from **************. Our membership agreement and agreement summary, that ALL members sign when joining, is very clear. It is explains how the membership works and how to use it. Our staff is there 7 days a week to explain and assist with booking classes. Our membership agreement as well as summary clearly explain how to the membership freeze option and cancellation process work. We ask that members give us 30 days notice (ideally written but doesnt have to be) expressing their desire to cancel. Depending on if they submit it 30 days or more prior to their next payment due, they will not owe another payment. If they have started in their next payment cycle then they may a final payment. Our club system does not allow a member to cancel while their account is frozen. They must unfreeze their account and then submit their cancellation notice. A member cannot cancel online. They must contact the studio to express wish to cancel, whether it be via email, phone, text or in person. 

  Unfortunately, ************** account may be turned over to collections because it looks like she has not satisfied her final bill. And has be contacted by our in house collections team requesting, which is why I believe she contacted the BBB. However, we will attempt to work out something, even though it short changes us and allows her to skirt the agreement that all other members adhere to. 
  
  Please let me know if you need any additional information from us. Thank you.

• Initial Complaint

  Date:03/20/2023

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, I subscribed to the monthly unlimited classes in October of 2022. It was a deal for $199 per month. I quickly realized their schedule was not conducive to mine and reached out to them to cancel. I called the store multiple times and got no answer. I left many voice mails, and only (1) ONE person responded. ******* called me and left me a voicemail on 11/21/22. I barely missed the call and immediately called back 3 times in a row, and no one answered. I went up to the store several times, and each time the door was locked, and although they were "open," no one was inside or opened the door. December comes around, I am calling and leaving voice mails for someone to please call me back, that I keep getting charged, and I want to CANCEL! NO ANSWER! NO RESPONSE! I ended up writing a ****** review in hopes that someone with authority would see it, respond and help me. No answer. January, they charge my card yet AGAIN! I called and left a voicemail, but this time, I was so frustrated that I called seven times in a ROW. On the 7th time, someone answers. I got to speak with the store manager *****; she refunded the month of January but said there was nothing she could do for November and December. She said she would call me back on Sunday to resolve the issue after she spoke to the owners. Sunday comes, no response. I called Monday and Tuesday and left voice mails. Finally, she texted me and said she couldn't talk because she was in a meeting. I sent an email to *******@clubpilates.com and *************@clubpilates.com, and I messaged them on their ******** page. No response. Please Help.

  Business Response

  Date: 04/17/2023

  
  I am writing to address complaint #********. I will not mention the customers name in this reply per the directions provided in your email.  
  I personally communicated with this individual once I was made aware of the situation. And this matter has been resolved. She was refunded. Although based on our membership agreement she was not due a refund, we decided out of courtesy to extend her grace based on the one attempt that we aware of her actively trying to contact the studio and actually speaking with one of our employees.  I am honestly not sure why she was having such a difficult time reaching someone at the studio as we are open 7 days a week with a front desk associate available from 9 am to 3 pm and then again from 3:30 pm to 8:30 pm. We have a voicemail system as well where our members can and do leave messages for us around the clock and we do return every call. Our staff is not perfect, as is no one, but they are very good at their jobs and do their best to assist every member or potential member that walks through the studios doors. I do not believe that if she left a message one time, let alone, every month (November and December) as well as stopped by during our business hours, which are pretty accessible times, that our staff would have been able to assist her. Our staff has no reason to lie about receiving calls or voicemails nor ignoring them.  

  This is the first complaint that we have received from the BBB. We have 461 members at our studio. We have members who joined our studio when we opened in August 2019 and have stayed with us throughout the pandemic to this day because of the customer service we offer and our awesome classes. We are not perfect and when a problem or concern is brought to our attention, we address it.  
  This individual had many other options as far as contacting the studio beyond calling or stopping by, which I question based on what I have stated above. She could've texted the studio, which is our means of confirming members for class and other communications. The last text communication listed in her club system account was on October 25 when she responded to a message from the studio regarding a class no show fee being refunded to her. So, she knew how to reach the studio based on that communication exchange. She opted not to use that option at that time, but she did respond to a text message that our GM sent on January 24. She responded on the next day, January 25. So, it is very ironic that she says she couldn't get in touch with us. Additionally, she could've emailed the studio as well. My whole point to this is, I question her efforts in contacting the studio to inform us of wanting to cancel her membership. We have members cancel many times based on work schedule conflicts, moving, not the right exercise option for them etc, and we never have this issue. They inform us, we send a cancellation form for them to complete and cancel their membership. We do require a 30-day cancellation notification, which is not unusual in this type of business model, like Massage Envy and other fitness businesses.  
  I am not sure what else you need to hear or receive from us, but as stated at the beginning of this letter, the matter has been resolved in favor of this former member. Please let us know if you need anything else.  

  Sincerely,

  **********************;

  Customer Answer

  Date: 04/20/2023

  [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.]
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  *************************