Pilates Room Studios - Downtown

Dear Revdex.com Counselor,Thank you very much for notifying us regarding complaint ID# [redacted] We have since resolved this with our very valued clientThe client wrote in on January 5th, and we responded on January 9th, then again not until January 30th, 2017.Unfortunately, this issue occurred due to a delay in response as we were working on migrating our internal software and a new customer service teamAdditionally, the customer responded multiple times to her email which resulted in pushing her ticket down in our queue.We truly apologize for this and since then both our internal software system and customer service team have been fully implementedThe client wished to end her 1-year contract with us early and is mailing us a certified checkOnce this has been received, we will cancel her membership and have given her days to do so.We wish her the best of luck and truly apologize that this delay in response occurred but appreciated her patience and willingness to assist us in completing her contract terms.Best regards,Pilates Room Studios

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and have determined that this proposed action would not resolve my complaint For your reference, details of the offer I reviewed appear below I was told by ***, "Customer Care Specialist" that I would be receiving two refund payments of $They only submitted one $refund and are continuing to drag this out and be unresponsive when I inquire about the status of the second oneI AM OWED TWO PAYMENTS OF $I have reached out to [redacted] to see if the other two $payments have been processed as well since I don't trust that they processed those either Regards, [redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution would be satisfactory to me I Have heard back from the company directly and the dispute has been resolved Regards, [redacted] ***

Hi [redacted] ,I am the new Operations Assistant here at Pilates Room StudiosI just opened this complaint letter and have looked at Ronnie [redacted] 's complaint Ms [redacted] was 100% correct I have been hired to take over from a 3rd party customer service department that was incompetent I have taken the opportunity to call Ms [redacted] and apologize and also we will be issuing her a refund I just want to let you know that it was not the owner knowingly neglecting the business, but the result of a very unreliable 3rd party customer service company.I'm hoping that you can check with Ms [redacted] in a few days and see if we can resolve this claim with a good result Let me know if I can do anything moreto help solve this.Sincerely, [redacted] ***Operations AssistantPilates Room Studios

Hello,Thank you for your email, we were checking the account of [redacted] . She purchased our 6 Months Trial Discount All location membership on 12/17/2015, the terms and obligation she agreed states that "Contract is in force for 6 months minimum term from the Contract Start Date. After the first 6... months minimum term, this contract will automatically renew for a month to month basis for subsequent months, unless cancelled by either [redacted] , with e-mail notification of 30 days in advance of the next auto-renewal, or by Pilates Room Studios."As it says our standard account termination policy is 30 days written notice, [redacted] was able to give us a termination request on 2nd of August so that makes the cancellation effective from 2nd of September. The payments until 17th of July comes under the termination notice period. As a corporate firm, we have to follow the rules which make us treat every client equally so we hope to resolve this soon. Let us know if you have any questions.Thank You!***

Revdex.com:The Pilates room made a comment in the above email as I never “admitted” to them that I failed to contact themThey have no tangible evidence; there is no email, text or phone script on record that proves their statementSecond, I never received emails “asking where I have been”They have no proof of this statement eitherI asked the PRS for a copy of my contractThey said they were updating their system and it would take a few daysI later received an email with a paragraph posted in the main body of the email stating it was a contractI believe The Pilates Room copied and pasted a generic agreement in an emailI believe this was copied and pasted because it was not sent with a JPG or PDF fileMy name was added to the top of the “agreement”. There is nothing on their website that states after a “trial”, your account goes “month to month”I have diligently gone through their website with a fine tooth comb and there is nothing that states this-not in the pricing, membership or FAQ tab as I told them back in November.I have all email chains and communication readily available to pass on to the Revdex.com to prove what I am saying is 100% factualI never agreed to not contacting them, I never received emails asking where I was and most importantly, I never received a refund. The Revdex.com has already rated this studio and the grade given to them is a true reflection of my experience. *** *** *** ***
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.The deal that I purchased from the Pilates Room was 6-months of pilates memtership at $59/monthThey advertise the deal this way and say on their website here: http://www.pilatesroomstudios.com/rates.html that it expires after 6-monthsThey are running a scam to suck all the money from their members who want to cancel as they canYou look on Revdex.com or ***.com at their various locations and there are countless clients who are complaining that The Pilates Room continually abuses their access to our credit card information to continually charge our cards due to their "cancellation policy".Furthermore, they just informed me that their system had an error IN APRIL and that they are CHARGING ME ANOTHER MONTH!! (See email below)I am sorry, but citing that you are a corporation does not strengthen your stance that you should continually overcharge unsuspecting clients and FAIL to provide adequate customer service! Their pilates reformers are busted, studios are dirty, classes are overbooked, instructors LATE to the 50-minute class, AND they make it impossible to cancel a membership! In our email correspondence, "***" said that my last charge would be in JulyNOW, she says it's September 2ndThis is completely fraudulent and the company MUST be reported.MOST RECENT EMAIL OF A CHARGE FROM APRIL (we are in AUGUST): Dear Pilates Room Studios Customer,Recently, an error occurred within the software that we use to manage our business. As a result, the charges attempted on your credit card during the period of 4/16/& 4/17/at The Pilates Room Studios did not complete successfully. You may notice on your bank statement around this time in April that an attempt was made to debit your account - due to the transaction not completing, the attempt voided after days. We are currently working with our payment processing provider to remedy this issue. In an effort to avoid placing a financial burden on you we will be splitting the amount due into two equal payments of 50% each. The first payment will bill on August 17th, 2016 and the second payment will bill one month later on September 17th, 2016. If this would result in a hardship for you please contact our studio so that we can work together toward a more convenient method of recovery. Thank you for your patience as this is resolvedIf you have any questions, please reach out to The Pilates Room Studios [email protected],
*** ***CEOThe Pilates Room Studios
Regards,
*** ***

I've been out of town and want to respond to this complaint since we have been communicating with Ms*** but are not able to resolve it with her.*** signed up for a month membership with us and, in order to take classes with us, she had to agree to the terms of our contractAll of our
memberships require that and it would not have been possible for Ms*** to have booked classes without first agreeing to the waiver and the contractI have attached a copy of the contract that Ms*** had to agree to in order to attend classes.It also clearly notes on our web site that all memberships become month to month memberships after the term is up. This is standard practice in the fitness industry todayBelow is how we explained the membership to Ms***She was still not satisfied and demanded a full refund. We terminated Ms***'s agreement with us as soon as she contacted us. It is not our responsibility to pursue each client and ask them if they want to continue their memberships. It was her responsibility to read a contract before agreeing to it and also to review her finances and cancel items she no longer wants or uses. She would have also received regular notices from us asking her where she's been, automatically sent by the system. We're a small business and can not afford to refund hundreds of dollars, especially when we have done nothing wrong. Ms*** admits she never contacted us. She was negligent in not reading the agreement I believe that she is in the wrong in this circumstance and is maliciously trying to damage our business.Respectfully,
*** ***Operations ManagerPilates Room StudiosHello ***,

Hello ***, We apologize for the delay, it seems like we have initiated the refund and terminated the account effective from 2/We hope this issue is resolved and you are satisfied with our care.Have a nice day!

Hello ***,We do apologize for the delay took to cancel your account, as we mentioned before that our concerned department to verify your documents were on holidaysBut we do understand that as per the permanently relocating policy, your cancellation fee should be $since you have completed
more than half of the contract and we have only charged you $as cancellation fee [autopay of 10/11]There are no additional fee's charged from your account other than the $[cancellation fee] after your autopay of 9/11.We have closed your account termination request as per your email and gave you a confirmation on 10/and received your response on the same dayPlease kindly check your account from our online site and the emails tooLet us know if you have any questions.Thank You!***

Hi Revdex.com and ***,*** is currently taking classes at our studios I apologize for the delay she had in receiving help starting her trial We are in the process of getting rid of our third party customer service and taking it in house now so the issues should be resolved soonIf she
would like to discuss any issues please have her call me personally at 978-505-*** and I will help her and make sure that she is satisfied. Sincerely, *** ***Operations AssistantPilates Room Studios

This complaint has been resolved with the client She signed up for additional memberships while already under contract for her initial membershipWe have refunded her for the new memberships and she is now continuing with her original membership.Sincerely, *** ***Pilates Room
Studios

Hi ***,I have given her a year membership at $she is all set and happy now. Sinceerely, ***Pilates Room Studios

I just got a letter from Revdex.com regarding *** (***)and she is currently on hold in her membership due to pregnancy. I don't think we're having any other issue with her but if she has any she can call me at 978-505-*** and I will make sure to take care of it for her

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** I ONLY RECEIVED THE EMAIL ON 2/8/AS DID YOU, THE Revdex.com AFTER I FIRST RECEIVED THIS HORRENDOUS EMAIL ON 02/02/17 MY RESPONSE ..SEE ATTACHED EMAILS WITH THE PILATES ROOMI sent (3) jpg attachments I believe I only received the new email because of the unfounded truth about my contract from and 2016-contractBecause I can prove they lied and have an intent to intimidate meI find the PILATES ROOM to be grossly negligent in their business practices and find the email that was sent to me to be reprehensibleI feel the Revdex.com as well as others need to know how this business operates ***

Hi [redacted],I am the new Operations Assistant here at Pilates Room Studios. I just opened this complaint letter and have looked at Ronnie [redacted]'s complaint.  Ms. [redacted] was 100% correct.  I have been hired to take over from a 3rd party customer service department that was...

incompetent.  I have taken the opportunity to call Ms. [redacted] and apologize and also we will be issuing her a refund.  I just want to let you know that it was not the owner knowingly neglecting the business, but the result of a very unreliable 3rd party customer service company.I'm hoping that you can check with Ms. [redacted] in a few days and see if we can resolve this claim with a good result.  Let me know if I can do anything moreto help solve this.Sincerely,
[redacted]Operations AssistantPilates Room Studios

Hello,Thank you for your email, we were checking the account of [redacted]. She purchased our 6 Months Trial Discount All location membership on 12/17/2015, the terms and obligation she agreed states that "Contract is in force for 6 months minimum term from the Contract Start Date. After the first 6...

months minimum term, this contract will automatically renew for a month to month basis for subsequent months, unless cancelled by either [redacted], with e-mail notification of 30 days in advance of the next auto-renewal, or by Pilates Room Studios."As it says our standard account termination policy is 30 days written notice, [redacted] was able to give us a termination request on 2nd of August so that makes the cancellation effective from 2nd of September. The payments until 17th of July comes under the termination notice period. As a corporate firm, we have to follow the rules which make us treat every client equally so we hope to resolve this soon. Let us know if you have any questions.Thank You![redacted]

Revdex.com:
I have reviewed the response made by the...

business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I was told by [redacted], "Customer Care Specialist" that I would be receiving two refund payments of $59. They only submitted one $59 refund and are continuing to drag this out and be unresponsive when I inquire about the status of the second one. I AM OWED TWO PAYMENTS OF $59. I have reached out to [redacted] to see if the other two $129 payments have been processed as well since I don't trust that they processed those either.
Regards,
[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I Have heard back from the company directly and the dispute has been resolved. 
Regards,
[redacted]

Dear Revdex.com Counselor,Thank you very much for notifying us regarding complaint ID# [redacted] . We have since resolved this with our very valued client. The client wrote in on January 5th, 2016 and we responded on January 9th, then again not until January 30th, 2017.Unfortunately, this issue...

occurred due to a delay in response as we were working on migrating our internal software and a new customer service team. Additionally, the customer responded multiple times to her email which resulted in pushing her ticket down in our queue.We truly apologize for this and since then both our internal software system and customer service team have been fully implemented. The client wished to end her 1-year contract with us early and is mailing us a certified check. Once this has been received, we will cancel her membership and have given her 30 days to do so.We wish her the best of luck and truly apologize that this delay in response occurred but appreciated her patience and willingness to assist us in completing her contract terms.Best regards,Pilates Room Studios