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CP Fitness Lancaster

1567 Fruitville Pike Ste 3, Lancaster, Pennsylvania, United States, 17601

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Signed up for a 3 month class package after 1 month they changed the class schedule and there was not enough classes available for me to fulfill the 2 classes a week or 8 a month that I paid for when I called and talked to the young lady working that day I explained and she said well you can come during the day we have plenty of level 1 classes then. I explained that I work 5 days a week and don't finish until 5 so I could only attend a 6pm or later class she said oh yeah they did move some of those off. I said well I won't renew my membership (this was only 30 days in I paid for 90 days) at the end of my time she said ok fine I will let the billing person know. so membership expired and my bank notified me that my stolen credit card was being hit repeatedly by club pilates did I know why? I said no I cancelled my membership. when I emailed club pilates I was told I still owed a "30 day cancellation charge" I said I gave you actually more than 30 days notice I was told you still get charged until you fill a form out and its approved.
After hitting my frozen credit card a few more times they then charged me a late fee. on the advice of an attorney I paid the "30 day fee" and to report it to the bank fraud department and

CP Fitness Lancaster Response time Feb 10, 2020

7 Feb 2020

Dear ***,

We would like to thank you for reaching out to us regarding the complaint to the by *** (Complaint ID). *** purchased a Club Pilates EFT 8 Membership at our Lancaster studio on 29 July 2019 at 7:52pm. We have attached the contract signed by *** which outlines the terms and conditions of this agreement. Below we would like to address specific points as stated by ***.

1. *** states in her complaint that she signed up for a 3-month class package and after 1-month, class schedules were changed and there were no classes available for her schedule.

a. Club Pilates Lancaster response: We have over 55 classes on the schedule every week that run from 6am to 7pm. We are open 7 days a week including Saturday and Sunday. It is highly unlikely that someone cannot find a time in which there is a class available for them. In addition, *** states that we ‘changed’ the class schedule. While it is true that some class types do get changed each month, those changes are minimal and the complete class schedules are not changed monthly. Any changes that do happen are done to accommodate feedback from members.

2. *** stated that she ‘signed up for a 3 month class package’...and this was ‘only 30 days in’ and she states she ‘paid for 90 days’.

a. Club Pilates Lancaster response: Per the attached contract you can see that when she purchased the membership, she did not make a payment for 90 days but merely a payment for the first month. This is a recurring dues monthly membership with an initial 3-month term and then auto renews after that time until the member provides a 30 day written notice to the club to cancel the membership. This is outlined in the terms and conditions throughout her contract which is attached to this response and this specific section of the contract is pulled out for your reference below:

3. *** states, ‘I said well I won’t renew my the end of the time and she (CP representative) said ok fine I will let the billing person know.’

a. Club Pilates Lancaster response: Our sales associates are trained and monitored to ensure they are following the correct processes for all activities including cancellation of memberships. They instruct all members who want to cancel that they must come into the studio to provide us a written cancellation as required by the contract and verbal agreements are not accepted. Here is the ‘Consent to Auto-Renewal’ section, signed by *** where she agrees to provide 30 days notice in writing for cancelation of the agreement:

4. *** continues in her complaint talking about the credit card that we had on file being stolen and that she owed us a ’30 day cancellation charge’ and she goes on to state that she provided more than 30 days notice.

a. Club Pilates response: The credit card for *** was declined for her monthly payment. The decline reason transmitted by her bank was not that the card was lost/stolen, so we had no way of knowing that. *** mailed us a written cancellation, along with a check for $150 (which was less than her last month’s bill owed of $159) to us and the cancellation was processed on 8 January 2020. 5. The complaint also states that she “talked with the company on 1/1/2020”, which was not possible as our business was closed for the New Year’s Day holiday.

We have attached the full contract, signed multiple times by *** which outlines all of the terms and conditions of the agreement and you will see that Club Pilates Lancaster followed those terms and conditions in accordance with the contract. We processed payments and cancellations in accordance with the contract signed by ***. The cancellation policy is clearly stated multiple times throughout the agreement and is in no way hidden from the consumer.

While we believe that the grounds of this complaint are invalid, as a gesture of good will to show that we do everything we can to ensure our members receive excellent services, we are willing to return the check provided to us by *** in the amount of $150.00 for the ’30 day fee’ she inaccurately references in her complaint. Though our contract fully allows us to take that as payment from ***, in an act of good will we will return it to her via certified mail. Though a membership with our studio did not work out for ***, we do hope she finds another studio/business that can meet her schedule to help her achieve her fitness goals.

Yours in health, - Club Pilates Lancaster

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Address: 1567 Fruitville Pike Ste 3, Lancaster, Pennsylvania, United States, 17601


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