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Business Profile

Health Club

Club Pilates

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health Club.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 0 complaints closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:06/14/2023

    Type:Billing Issues
    Status:
    Answered
    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 a member at Club Pilates since April of 2021 on a monthly bases. October 2022 I went on vacation out of country and I froze my account with them until I come back. Coming back from vacation I had an accident and had to have a surgery on my left wrist. I called them and explained my situation but they still charged me $200 for November of 2022 without my permission. I called them and explained that I am in a cast and not able to do any exercises. I was in a cast until February of 2023 but my surgeon didn't allow me to do any activity for at least 3 months. They were asking for a letter from my surgeon. I explained to them that this is an activity I chose to do and I am entitle to cancel it at anytime. Come April of 2023 I received a phone call from a lawyer that I have been sent to collection for $1200 and they are handling the case. I called Club Pilates and asked them why and realized that they have got new management and once the account is in collection it is out of their hand. Not only I was charged for a month without my permission but also I have been sent to collection to ruin my credit just because I was trying to stay healthy and in shape??? I really have a very bad taste in my mouth and don't recommend them to anyone.

    Business Response

    Date: 06/26/2023

    This studio is under new ownership (as of March 15, 2023) - most of ******'s membership occurred under previous management. However, our computer system provides a record of financial transactions and client interactions. The response below is based on the documented information in our system.

    ****** joined Club Pilates North Bethesda on 03/25/2021. As part of the membership contract (which is emailed to clients and retained as a PDF in our system) - there is specific verbiage about membership freezes and cancellations. We allow members to freeze their membership with a monthly fee for 'optional' freezes (such as traveling or vacations), or free for medical reasons with a doctor's note.

    ****** froze her membership with the studio from 09/24/2022 - 10/24/2022, as she was traveling and would not be available to take classes. She filled out the freeze form, as required by studio policy on 09/6/2022 - several weeks before she wanted the freeze to begin.

    On 10/31/2022 the studio was notified that ****** injured her hand and would be unable to take classes and sent the freeze form to her via email. This form was never returned to the studio, so the freeze was not put into place and ****** continued to be billed for her monthly membership. The studio continued to reach out to ****** to let her know that the freeze form had not been submitted and her membership fees would continue to be billed.  

    ****** was originally placed into third party collections in November of 2022. On 01/13/2023 - the studio reminded ****** that they still needed her freeze form via text message. ****** responded saying that she would stop by in person later that week to drop off her doctor's note. In February the studio reached out to ****** twice and did not receive a response.

    Past due collections are handled by a third party - as established by the Club Pilates Franchisor.

Club Pilates is NOT a BBB Accredited Business.

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