Contact Club Pilates Support

Your corporate number's mailbox is full. I'm already a member of a club pilates. My question is, when I freeze my account for a month on the same day my monthly charge occurs but prior to it occurring, is it supposed to be charged for that month? I froze it on 1/20/22 (thru 2/20/22) due to back issue and didn't want to be charged for the month since I will not be going, but I was for $185.00 later that same day. :( Jodie 512-771-1803

Your corporate number's mailbox is full. I'm already a member of a club pilates. My question is, if I freeze my account for a month on the same day my monthly charge occurs but prior to it occurring, will I be charged for that month? Jodie 512-771-1803

Put account on freeze in November, and then cancelled subscription inn December due to back injury, still want me to pay for upcoming class, i am unable to physically do class!!! Why am I paying for something I can not use!!!! Long Island

I have been trying to cancel my class of tomorrow morning since 8:58 pm and is saying oops something went wrong, if I don’y cancel now will be less than the 12 hrs period and I’ll get charged a fee

I am wondering why such a successful company does not have a reliable app! It is baffling in today's world that the app is a constant problem and unreliable. Is Club Pilates Corporate Offices not invested into their costumers that they don't care???

Yevgeniya Moldavskaya 464 Neptune Ave #17 D Brooklyn, NY 11224 email: ginamold@redacted cell: 917-400-1736 To: Club Pilates Corporate 17877 Von Karman Ave, Suite 100 Irvine, CA 92614 Club attended: Sheepshead Bay 1635 Sheepshead Bay Rd Brooklyn, NY 11235 Date: 04/08/2022 CC: Allison Beardsley, Club Pilates Corporate, Manager of Sheepshead Bay office (I was not provided with her name). To Whom It May Concern: My name is Yevgeniya Moldavskaya. I recently joined Club Pilates on Sheepshead Bay in Brooklyn area. I bought a package of 8 classes and carefully reviewed (having the staff present) all the paperwork, prior to signing 3-4 pages of paper/digital applications. I was shown how to upload the app, register, and book a class and cancel a class, in case I am not able to attend. To book a class it is quite simple, you find a date, a desired instructor and pick a type of a workout class that best suits your needs. I was eager to try 5-6 different instructors and different classes to see if I like the classes, and further want to continue with the extension of my membership past the initial 8 classes. I booked 8 classes that same day with different instructors, all of whom were recommended to me by my friends. I worked my own schedule around to be able to make it to these specific classes with these instructors. I paid for THESE classes. Today 04/08/2022 I was booked with : trainer Vicky, time 12:1pm, class: CP reformer flow 1. I arrived to the class on time and was eager to try my workout with Vicky. Once the class started Vicky introduced us to a trainee (I forgot her name) and told us this young lady is still in training and will be 'helping her' run a class. At first I thought the trainee will simply watch in the background. Long story short, the trainee was running a class 60-70% of it if not more. I clearly did not sign up for a class with trainee, I did not pay for a class with trainee 20-30-50-70% of instructional time, I did not work out my own schedule to make it to the class with trainee and finally nowhere in the contract that I signed was there anything about a trainee teaching a class. I think it is great that your company wants to train new instructors, but please do it on YOUR own time, and not mine time with my money. I paid for the trainer Vicky, HER Pilates expertise, for a 50 minute duration of class. You do not mention this obvious 'training' anywhere in class descriptions and you charge for a regular class. It is similar to me paying $4 for a brand Coca Cola bottle and you are selling me a generic $2.00 Cherry Coke and expect me to be ok with it, simply because it tastes 'similar'. I paid for Coca Cola and I expect to get what I paid for. I think it is only fair that you respect your paying clients and wish for them to stay with your club and extend their memberships, recommend you to friends and family. I run a local Brooklyn FB group and we have a lot of ladies in my group who would be very interested in trying Pilates, getting my feedback on any club that I like. It would be nice if your class descriptions were honest and transparent. You can offer DISCOUNTED classes run by a trainee and see if anyone is willing to join them. At least that would be fair and upfront. Additionally, I voiced my concerns and disappointment right after the class to the front desk staff. She took my name and told me someone will get back to me. That was 1:00pm. At about 3 pm someone started to text me (refused to provide their name and did not introduce themselves) . That person wrote to me that apparently there is an allowed 15 min training at any given class by a trainee, without prior announcement. Once again I asked for the person who was texting me their name and they refused. Even if you do 'allow' an unbeknownst trainee for 15 min to 'join', that was not the case today because she taught pretty much 70% of the class. The class is only 50 minutes to begin with. How is that a reputable way to run a club or any business?? Why should I pay for you training your new staff??? That is ridiculous and false advertisement of a class. I paid for 50 min training with Vicky, and I have a very clear confirmation of that on my phone. What am I suppose to do, if I show up and instead of Vicky you have a trainee running a class and Vicky is monitoring her? Am I suppose to leave and loose my money? Finally, the 'unknown' rep who was texting me (at that point still refusing to provide her/his name) assured me that a manager will get back to me in an hour, because she is 'out'. It is now 11:15 pm as I am typing this letter and of course nobody got back to me. Please clarify if you are able to provide: 1. honest transparent class descriptions. 2. label classes run by a trainee and provide discount for those people who wish to join THOSE classes. 3. provide a professional customer service where your staff will introduce themselves before texting me on my personal number. 4. if you are not able to remove the trainee, then allow the person skip the class without penalizing them, because your misinformation is the only reason the person is skipping that class. Update: 04/9/2022 8:30 am a manager (who refused to provide her name also) texted me stating that she charged me for the 2 classes (even though the 2nd class was a joke) and refunded me the rest of my membership. That is not what I asked for (canceling membership). She cancelled my membership without even asking me if that is what I want. She failed to resolve the issue, failed to be professional and finally failed to keep me as a paying client. She then stated that it is a 'required' policy for them to have a trainee 'assist' an instructor. That statement is totally false, it was never stated to me when I was signing up, it is not written in any of the papers of the contract or anywhere online. Papers are attached in this letter so are the text messages. Additionally, that was not the case with the first class that I took, there was no trainee just the instructor. Once again she pointed out '15 minutes by the trainee' and once again I had to tell her the class was pretty much ran by the trainee of 40 minutes. There are cameras she can check. My request was the ability to SKIP the class if there is a trainee and NOT be penalized for it. Instead of keeping me as a client and finding a solution she canceled my membership. She further called me a bully when I requested that she ID herself and provide her name. When asked to provide her name, since she is texting my personal number and a fax # (so I can CC this letter to her) she refused. Bottom line, I was lied about the required 'trainee assist" policy when I signed up, I was not provided with a name of the person texting my personal number (in 5 instances I have no idea who was texting me), and I was called a bully for requesting an HONEST AND TRANSPARENT class description online/app/over the phone anywhere the classes are listed for booking. The fact that a trainee runs a class for 40 min (in my case) or 15 min or ANY amounts of minutes must be listed in the class schedule. The price must reflect the expertise and experience of a person teaching, for instance a certified instructor $45 class and a trainee $25. The person can make a choice with whom they want to book a class with, not be 'surprised' when they already arrived for a class.] I tried calling your corporate 949-346-9794 number but the mailbox is full, impossible to leave a message. I mailed out this letter to the Club Pilates Corp address. Sincerely, Yevgeniya Moldavskaya

Hi, on the Club Pilates app, when I book a class and want to add to my calendar the app doesn't add to calendar. Thank you,

The Wiregrass location in Tampa Florida is a JOKE. Instructors are mediocre. I didn't break a sweat. Here's the real reason I'm writing this though: There is major lack of communication and listening skills with these front desk folk. They seem bored and don't care about the customers AT ALL. It's def about the dollar only. And I can say the same for the owner. Wow. What a piece of work he is. Doesn't know the first thing about business or how to conduct himself with customers. First, their app sucks and I had trouble many times scheduling. Although I paid already for 3 months, it kept wanting me to give my credit card again. Finally after being tossed around for days by many employees texting and emailing me how to get passed all this and it still not working, they finally fixed it so I booked a class. The two classes were so easy so I said I needed a crazy hard challenging class. They told me I need to be tested to take 2.0 classes which I was never told about when I signed up. So that was annoying. I mean I'm a pilates girl of 15 years taking classes in LA and never once did a studio tell me this nonsense. I told them to "test" me (which was so funny and lasted 4 minutes) so I can book the Fri at 6pm class. Of course I passed "this joke test" with flying colors. So i booked myself for the next nights class. Friday at 6pm. I kid you not, the next day went by and 25 minutes before class, I get an email saying they cancelled my class and I can't take that one without being tested. Say whaaaaa???! I was livid. I called the girl and asked whats up with that email. She said I can't take that class bc I have to be tested and I said I read that, thank you, but I already was "joke tested" last night so what's the problem NOW? She said the class tonight is an even harder class (2.5? eyeroll) and I can't take that until I take a 2.0 class and get tested. WTH?! I'm so utterly confused. What kind of place is this? SCAM that's what. I said I'd prefer to speak with a manager and she needs to get back to me asap bc I'm cancelling my membership. and I'm livid. This is a total bunch of BS. We hung up. I proceeded to write a detailed email to the manager Melissa in hopes she'd be rational and see how her staff fell way short on communication and inconvenienced me more than once by not being clear when I signed up and handed my CC over. And now two more times? Ugh.. what a time waster for me!!! As I was almost finished my email, the "wonderful" "professional" (not even close) owner Nathan called back, and wow, is he a real character. pfft..SMDH I immediately asked him did the girl tell you what happened? And ya know what he said?! He said yea she told me you called her a name. Confused, I said what do you mean a name?? And he said you called her a name. I still was clueless. And asked what name is she saying I called her? And he said a BITCH! Whaaaaaa??? I told him I did no such thing and asked why she would even lie about that and why would I even say that to HER? Pointless. Not even my character to flat out call an employee that. I said she's flat out lying to save her butt for her mishaps. I But the worst part was he kept accusing me of calling her a bitch. Didn't even care to hear me. He already made up his mind before he even called me. He was gross and inappropriate in his manner. Didn't even get to hear the main issue(s) that went down at his place. Didn't care. He just believed this straight up lying GenZ-er. Wow. What an ignorant boss that got bamboozled and didn't even care about his reputation or the way he conducts business. Furthermore, after I left one of the classes earlier that week, I got a call from a worker asking if Id like to sign up. Um, check your records. I'm a member already I told her. She then asked if I want to sign up..... AGAIN! What? Are these people high? Did you not just hear what I said? Also, I bought a t-shirt there and told the girl to ring it up with my membership. She ran my card and I left. Later I came in for class and she saw me wearing it and said oh I didn't ring you up for the tee so I need your card. OMG Get me outta here. Anyway, I quit this pitiful place and got my money back and contacted my lawyer since Club Pilates likes to slander customers characters and say they called them a name just to save their own asses. Not cool. She thinks she can get away with it but not in my world. Nathan should have taken me seriously. BTW the girl that made up this lie is Maggie at Wiregrass Club Pilates in Tampa Florida and the sad excuse for an owner is Nathan. He needs to go to business, morals, and ethics school. He'll for sure have this catch up to him. No way can a business be conducted in this manner. The president of Club Pilates in Costa Mesa CA has been contacted so he's privy to this ludicrous treatment I received. He told Nathan to give me my money back and he thought that's what it took to get rid of me. But no, he needs to confront his lying employee and make this right. It's called integrity. Something his generation lacks and must learn. I came in for a damn good workout and came out of this fiasco with a damn big headache and drama instead. Stay away from CLUB PILATES AT WIREGRASS IN TAMPA.