The Pilates Room Inc

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 belowThe 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 reportedMOST 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]
Sincerely,
*** ***
CEO
The Pilates Room Studios
Regards,
*** ***

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!***

Dear ***,
We are very sorry you had this experienceThat is definitely not the way we operate.
It sadness me to hear that you have been treated this way by our customer service representative, when this proceed is in totally opposition to our intent: Improve our
clients well beingI have contacted the Costumer Service to attend you settlement request immediatelyI hope you have a fast and painless healing*** ***

Revdex.com:
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 will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

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]

Like many others on this page, I have signed up for a year contract with Pilates Room at 8 classes a month. I was really only to take about 4-6 classes due to scheduling conflicts but was attending regularly. In October, I attended the Route 91 Concert in Las Vegas and things have just not been the same since. It took me at least two months to even try going back to a normal routine, including exercise. I wrote to them hoping to put a hold on my account, as I had not attended a single class in almost three months but was still paying full price. I was disgusted with their copy and pasted response that basically said "Sorry you aren't feeling well. Please provide a note from a Doctor and then continue to pay us $20 per month for absolutely nothing". Although I could get a note for my PTSD, I feel it is incredibly cold to ask someone for some sort of note in this situation. If this is the kind of customer care this company thinks is appropriate, I want nothing to do with them. I would like to just be released from my contract. Kind of joke for a company who is centered around self care.

Review: 10 months ago, I had major leg surgery. I provided the Pilates Room a note from my doctor at that time. They were able to suspend my account but not without harassment every month about reactivating even though I wasn't even walking at the time. During this time, my credit card on file also expired and even though I wasn't an active member, I was receiving threatening emails that they were going to send my account to a creditor. I started walking again a few months ago but that also doesn't mean I'm ready to go back to Pilates. They are refusing to cancel my account free of charge due to my major medical injury. They continue to charge me the $39 a month despite the fact that I'm not physically ready to take any classes. They don't even have a phone number that I can contact to speak to someone. All correspondence is through email. I took one class back since breaking my leg but I was so nervous that I couldn't even enjoy myself. I would think the last thing they would want would be another injury happening in their studios that would result in a lawsuit.Desired Settlement: I want a refund to my credit card for the last 3 months of payment ($117) as well as my account to be cancelled. This is a terrible business and I don't ever went to take classes from them again.

Business

Response:

Dear [redacted],

Review: A few months after joining, I overheard one of the instructors telling a client that there was 2 memberships to choose from, 1 an "all locations" membership or a cheaper "1 location only" membership. Although there wasn't much of a price difference, I was surprised that I was only given the more expensive option. When I emailed customer service, they responded that there was nothing they could do. I asked for the owner to call me and she did, only to say that there was nothing she could do. Several months went by, and then the light went out at the Mission Gorge location (in the bathroom only). It must've been 2 months before it was repaired. It wasn't safe for the clients or fair to the instructors. Just recently, a class I had signed up for was cancelled. My billing cycle ends in 6 days. Due to my schedule, I couldn't fit in 1 more class in those 6 days, and figured since the studio had cancelled, they would let me "roll over" into next month. I emailed them and once again, I was shocked at their lack of customer service. They stated that their computer system and their policy would not allow them to do this.Desired Settlement: I think a rollover class when a previous class has been cancelled by the studio is completely reasonable.

Review: I have been going to the pilates room for nearly a year. I am very athletic and am used to difficult workouts so I am in good shape. I took one class in which the instructor was on the reformer for almost the entire class instead of supervising the clients. We were doing some new exercises and during one my neck immediately had a twinge of pain. The next day I could not turn my head. I went to the doctor and he said I could no longer take pilates because I had strained my neck. I requested to cancel my membership because of the injury and the pilates room told me that I had to pay a $100 penalty. Absolutely ridiculous since I got injured in the class. They said no exceptions and keep threatening to report me to the credit bureau. They are also refusing to cancel the monthly membership and itit's been over a month since I asked to terminate it. This is the worst customer service experience that I have ever had. In addition, instructors should not be taking the class but monitoring clients to make sure they don't get injured.Desired Settlement: Termination ot my membership and of the harassing emails from the business

Review: In November 2013, the Pilates Room seized $270 that I had paid in advance for pilates classes. When I went to their website to use the money previously paid toward classes, the website said I had no money in my account. I checked my online payment history on their website, and it showed that I purchased a $320 package on May 21, 2013 for 20 classes, and only used 3 classes. I sent an email to the Pilates Room customer service, and she said "I checked your account and I could see that your package for 20 classes have expired on the 22nd of November 2013". I told her, "I wasn’t notified that the package would expire. Given this information, I don’t think it’s fair to charge me nearly $300 (as a penalty) for classes that were not used and for which I was never notified that they would expire. Can you please speak to the owner about this? I have been coming to the Pilates Room for more than 2 years, and I’ve always been a good customer". The Pilates Room rep said she needed to speak to her supervisor. I waited over a week, and heard nothing. I sent another email asking for a response. The representative finally responded by saying," I have spoken with our supervisor, All our classes have an expiration date and your 20 classes expired on the 22 of November. But our supervisor was kind enough to offer you our All location membership just at $49 for 8 classes the normal price is $99 for all location membership. So if you would like to take up this option, please let me know. As a "resolution", the Pilates Room agreed to reimburse me $50 out of $270 (or 18.5% of my total loss) by allowing me to buy a new member package for $49.00 (vs. $99.00). If I accept this "resolution", I still end up losing $220 and I have to pay another $49 to get the $50 credit. I’m clearly soured by the way this problem has been handled by the Pilates Room, and I don't think it's ethical and perhaps not even legal to seize someone's money without cause or notification.Desired Settlement: The Pilates Room should be forced to take responsibility to notify their clients before they seize funds without delivering services. This is essentially theft.

Review: When I originally signed a one year contract for fitness classes that are billed monthly, it was based on the understanding that I would have full access to classes near my home Monday through Sunday. For several months now, I have been unable to schedule online classes on Sunday, which is most convenient for me. Saturdays often work as well, and so it wasn't until last Saturday I was informed by another unhappy client that [redacted] was no longer teaching on Sundays and all schedules had been taken down. I then emailed the corporate office to inquire and the information was corroborated. Regardless of this, I was never notified via email of this gap in schedule availability or any other method such as newsletter or phone call. I'm not so much concerned that [redacted] is gone. Even when she was there teaching, they had split shifts in the AM and PM for classes with two separate teachers. Often, regularly scheduled teachers will take time off and The Pilates Room will ensure that coverage is scheduled. This is mutually beneficial for them as they do not solely work on contract based classes. Some are cash. Why aren't they scheduling back up teachers for Sunday's? I have requested through Deeptish and [redacted] that my membership be cancelled with zero financial liability. They have both declined this on several occasions via email stating that I only have three months remaining and if I cancel now, I will have to pay 1/2 of the incurred fees up front in the sum of $73.00. This is unacceptable to me. I feel The Pilates Room is not costumer centric. They have overly rigid policy's that will ultimately hurt them in the end as a business. I insist that my contract be nullified and without a charge at this time based on denied services.Desired Settlement: That my contract is nullified without financial liability.

Review: A pilates class was FULL. I am a new member and instructors regularly invite us to show up for "full classes" because they say "there are always no shows so you can get a spot." When I did show up, I was charged, but a "no show" ALREADY PAID FOR THE CLASS AND THE REFORMER EQUIPMENT I WAS USING. This is blatant greed and dishonesty: BILLING TWO PEOPLE for THE SAME SPOT in class!?! In addition to DOUBLE BILLING, Pilates Room uses the self-defense: "We have such a great rate" to justify having an outrageous cancellation policy (no exception 24 hours notice...for EXERCISE?!). No one can plan their exercise 24 hours in advance when juggling family and work and commute! Give us a break and get over your Prima Donna selves.Desired Settlement: AND credit my account for the ONE class I was charged for when it was ALREADY FULL and you OVERBOOKED and DOUBLE CHARGED for the same spot in class. Not ethical or good customer relations.

Business

Response:

Review: On approximately 04/13/2015 I signed up for a one year Pilates membership and paid $99.00. In addition to the $99.00 I have paid $49.00 per month starting from 05/2015 to present. Shortly after taking my very first Pilates classes my right shoulder socket became extremely painful and stiff (I had never had a shoulder problem before taking these Pilates classes). Due to the extreme pain in my shoulder I have had to seek medical treatment from a shoulder surgeon. At first my doctor thought I may have torn my rotator cuff, but only an MRI would rule this out. I then spent hundreds of dollars to receive a MRI. My doctor concluded from the MRI results that I have Adhesive Capsulitis, which is also knows as "frozen shoulder" a very painful shoulder condition. I am currently doing physical therapy and receiving cortisone injections as needed. This condition usually takes one to two years to resolve and I may need shoulder surgery in the future as it still has not resolved. I have strict orders from my treating doctor to not take any Pilates classes as this would exacerbate and already painful condition. I am only to do specific physical therapy exercises.

I have not been able to attend any Pilates classes since I signed up for the year membership in 04/2015. My last Pilates class was taken 04/26/2015, which is the same month I signed up for a year's worth of membership benefit that I have been unable to use. I enjoyed the Pilates classes I had taken up until my injury, but unfortunately due to my shoulder injury and per my doctor's advice, I will be physically unable to do Pilates in the future.

I did reach out to this company via e-mail in 05/2015 and they refused to issue a refund and continue to charge me every month for a service I am physically unable to use.Desired Settlement: I would like a full refund with back pay since I have been physically unable to attend classes from 05/2015 to present and removal from my contract and all future payments. The initial sign up fee was $99.00 plus I have been charged $49.00 per month 05/2015 to present to total $540.00. I have been unable to use this service since the same month I signed up for it due to my aforementioned injury. I will continue to pay my own medical bills.