ComplaintsforClub Pilates

• Initial Complaint

  03/11/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I entered the "Earn Your Watch Challenge" on June of 2022. At this time the classes that I was taking and duration of each segment began to track. There were a total of 4 segments, which were 6 months each. 48 classes were to be taken in each to qualify. There were not instructions on how to obtain the watch so I began to "play around with the app" to see if there was a $50 credit that applied to the purchase of the watch at checkout. It did not. Into the 3rd segment, I began to reach out to the local studios to find out what needed to be done to obtain the watch. After multiple inquires, one of the owners informed me that she would not be honoring the credit, as I would have had to purchase the watch from the studio in the beginning. This was never told to me. I emailed corporate to ask them to reach out to me regarding this, months ago. I have yet to hear from anyone. I have since noticed that there are instructions on the app that state that the watch should be purchased through the app, then, upon completion of the 4 segments and number of completed classes, the studio shall credit $50 per 4 segments in either retail credit, or monthly membership credit. Once I received the certificate of completion and instructions to reach out to my studio for credit, I reached out to the local studio again. I was informed that since they do not see that I purchased the watch, they will not be crediting my account. I proposed that I would buy the watch now, if they agreed to credit my account. They refused and suggested that I reach out to corporate, which I have already done. I asked for them to provide a phone number to corporate. They refused to provide a phone number. I am asking that once I purchase the watch through the app, the studio credit me $200, as per the instructions on the challenge. I have not done so to date, because every attempt to ask any question has been not welcomed well, and I don't feel comfortable that the right thing will be done in the end.

  Business response

  03/25/2024

  Hello,

  As a follow up to the complaint submitted I wanted to let you know that I have since spoken with ***** and things have been resolved; when the Apple Watch program was launched, it was launched by Club Pilates corporate and at the local level (my level as a franchisee) we were not given many details about the execution of the program until much later on which caused frustration for both us as franchise owners as well as program participants. That being said, in order to become eligible for the $200 in rewards that ***** mentioned, the initial requirement by Club Pilates corporate was that an apple watch needed to be purchased via a specific affiliate link then after that you could begin counting your classes completed in each 6-month period after that. I think in this particular instance, the primary confusion for the customer was that she felt that requirement was not made clear from the enrollment page.

  I had previously sent this same feedback to Club Pilates corporate as I had a few members who were confused in the same way or at least did not realize that this was a requirement in order to be rewards-eligible; I sent all of this to corporate and they told me ***** unfortunately was not eligible due to not purchasing the watch through the link upon enrolling (there were a handful of members in the same situation unfortunately). Since I am a franchise I have strict rules around providing discounts or credits as it impacts the royalties going back to the corporate franchise. All of this being said, ***** and I spoke a few days after the complaint was submitted about the source of the confusion, the marketing on corporate's side not being fully clear from the start, and the frustration on her part which I understood, and I received approval to provide the $200 credit to her account (which I did, and the credit was realized on 3/17/24, we agreed on our call that I'd discount her 3/17 membership payment by $200!). I think all has been rectified for this situation now but please let me know if you need anything else.

  Thanks!

  ******* *******

  Customer response

  03/25/2024

  I accept the business's response to resolve this complaint.  If possible, please delete all together. 
  

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I joined this club under the impression that they have many classes to choose from, and that I could cancel my membership at anytime. I signed up for the RT4 /4 classes a month just to try it out, because i wasn't sure if it would fit into my schedule and I wanted to see if it would help me strengthen my body after having a stroke. I have had to tried the higher classes because It is impossible to get into the beginners classes due to time and schedule restraints. The membership was sold under the impression that "they have many openings for all classes," this is not the case. The only classes I could get into hurt my low back and neck, and too hard for me in general due to weakness from my stroke, I have only used 1 class this month and had to drop out before it was finished because i could not do it. I went to the front desk to ask to cancel, I tried to cancel online and it prompted me to go to the club itself, they then said they had to send me a cancellation form. I filled it out today, at the bottom of the form they said they would ne charging me another Month! No-one ever explained that when I signed up. I cannot use this membership and I was told I can cancel at anytime during the 3 months I signed up for. Again, I cannot use the membership and yet they want to charge me another month! I am refusing to pay this , and have instructed my credit card issuer of the problem. I refuse to pay this ridiculous charge since i was told I could cancel at anytime.

  Business response

  05/02/2023

  Company Club Pilates Polaris

  Consumer ******* ********

  
  

  Hello, 

  We have a corporate 30 day cancellation notice. ********'s payments are due on 28th of each month. She decided to cancel on 4/10/2023. So she had another payment of $109 which would have been  drafted on 4/28/2023. Since she claims that she wasn't told by the sales staff about this policy, we have not charged her the final invoice and have cancelled her account without any penalty or charges. Please let her know we have not charged her and so there is no refund. 

  Customer response

  05/03/2023

  I was not given any paperwork upon signing up, I was told by the sales person I could cancel anytime but I had to commit for 3 months ! Upon my request to cancel with the member at the desk there was also no mention of the 30 day policy. 
  

  Business response

  05/04/2023

  Hello, 

  I have attached the contract signed by ******** on 1/28/2023. When we sign up memberships we clearly mention the context we make our members sign. In ********'s case I understand the situation and any miscommunication could have happened,  so we have cancelled her agrrement without final payment. Please let me know if you need anything else for mw to explain this.  

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