Club Pilates Franchise was founded in 2007 in San Diego, California. The company franchises hundreds of Pilates studios worldwide, and offers a 500-hour Pilates teacher training program for club owners.
The company plans to open another 932 studios across America in 2018. At this time, Club Pilates has more than 590 locations. The company has more than 1,000 instructors teaching over seven million workouts each year and is the first studio to create a 500-hour Teacher Training Program designed to thoroughly and safely teach group Pilates apparatus classes.
Club Pilates is listed as #4 on the 2017 Inc. 5000 list of the Fastest Growing Companies in America. In 2016, the company had annual revenue of $26.8 million and a three year growth rate of 21,319%. The company was also named #1 on the Inc. list of Top Los Angeles Companies, #2 for Top Consumer Products and Services Companies, along with the #3 spot for Top California Companies.
In January 2020, rumors are swirling regarding a possible IPO for Xponential LLC. Representatives for Bank of America and Goldman Sachs declined to comment.
In April 2023, the largest franchise holder, Spartan Fitness, invested $30 million into the company.
Club Pilates maintains a corporate office in Costa Mesa, California
Club Pilates Franchise was founded in 2007 in San Diego, California. The company franchises hundreds of Pilates studios worldwide, and offers a 500-hour Pilates teacher training program for club owners.
History
The company plans to open another 932 studios across America in 2018. At this time, Club Pilates has more than 590 locations. The company has more than 1,000 instructors teaching over seven million workouts each year and is the first studio to create a 500-hour Teacher Training Program designed to thoroughly and safely teach group Pilates apparatus classes.
Club Pilates is listed as #4 on the 2017 Inc. 5000 list of the Fastest Growing Companies in America. In 2016, the company had annual revenue of $26.8 million and a three year growth rate of 21,319%. The company was also named #1 on the Inc. list of Top Los Angeles Companies, #2 for Top Consumer Products and Services Companies, along with the #3 spot for Top California Companies.
In January 2020, rumors are swirling regarding a possible IPO for Xponential LLC. Representatives for Bank of America and Goldman Sachs declined to comment.
In April 2023, the largest franchise holder, Spartan Fitness, invested $30 million into the company.
Club Pilates maintains a corporate office in Costa Mesa, California
I had a bad experience in the West Kendall Club. When I signed up I was never told clearly about the 30 days notice to cancel they just told me that as long as I cancelled before the next payment date it was fines. Due to my schedule at work changing I had to place a freeze on my account and as mucha s I tried to keep it after almost 8 months my schedule has not changed. I called and emailed to cancelled and they told me that I had to activate the account pay one month and cancel within the 30 days.
Today I called because i received and email that my membership is going active in a few days. I told them that I need to cancel that this will be my last month and I ask as a courtesy because I can’t use it if my youngest daughter(mind you I pay a second membership for my eldest) could use the membership in my stead because she is leaving for the Army basic training and I will be great if they can allow her to enjoy it. They told me plainly NO they are not even very courteous about this. It is frustrating that your clients are treated like this. Now you will be loosing 2 memberships and anybody I know that asks me about my experience will hear that it wasn’t a good one.
I had the exact same experience at the Bakersfield location. So basically if you quit, they charge you another month. I called corporate and they send you to a voicemail box that is full and hangs up! Very poor business practices. I thought they were wonderful. They are as long as you are a paying member, but don’t try to quit!!
Horrible mean unprofessional manager barks at anybody who raises eyebrows on the unprofessional scamming teqniques the fort lee location showed in running the so called promos. They try to scam you by promising a promo butvwhen you are about to join they deny you a promo and if you show conceen they tell you to get lost in a mean
Angry way. Dont sign up or you will lose tons of money. Stick to yoga or bigger gyms. Club pilates is a scam
I appreciate your post. I was inte In a franchise but now I am really worried
Was a member or year 1/2. Canceled my membership. Paid the $199 fee. Have been charged again. Local franchise not answering text or calls. Just left a voicemail with the franchise HQ. I liked the workout but I would not let them charge your card automatically each month.
Went to the North Fort Worth Club Pilates for roughly 6 months.
The instructors are friendly and they teach an enjoyable Pilates class. This is not Classic Pilates (we have attended a Classic Pilates location before).
However, the downside is that this location will attempt every possible way to find ways to charge you more than your subscription.
Sick and call in? Even if the person says they will not charge you a miss fee, they do.
They prefer you come in sick rather than stay away. 3-5 minutes late because of a train? They still charge you a miss fee even though you showed up.
If they put someone in your spot and will not let you attend the class, they still charge you a miss fee.
I walked in at the end of October to cancel my subscription and provide my 30 days notice (we were moving in the middle of November to a new state). I went to the staff person after the club Pilates class and asked to cancel. She told me I was not allowed to cancel in person and that I would have to send a text asking to cancel. That makes no sense that a person cannot cancel a membership in person. What business does not allow someone to cancel a membership in person? I remembered I had to send a text on November 5th figuring I would be billed 30 more days to December 5th. Nope, the place charged me all the way till January 1st saying my monthly billing is December 3rd. So? My rental agreement bills every 30 days, but the rental ended from the day I provided 30 days notice, not 30 days notice plus the next billing cycle.
Tried calling to solve the mystery $199. Recommended 2 win/win solutions – pay the additional 2 days, or transfer the 30 days to the club pilates studio near my new house. Unfortunately the Fort Worth Club Pilates staff (and I talked with the Fort Worth Regional Manager) had zero desire for customer service. They even charged additional fees to increase it to $244. I stopped payment with my credit card company and even closed that credit card to avoid fraudulent charges.
I have since sent off a “contact us” to Club Pilates Corporate Office and filed a complaint with the BBB.
I would love to get a win/win solution and have this solved, but it seems the studio and the regional manager do not care about customers.
I came to Pilates Garden Grove with zero Pilates experience. I understood I could have an intro for $11 and if went well, I was then offered (my understanding) 4 sessions in one month for $89. I signed on a small screen what I thought was this agreement. Then the old bait and switch, it turns out to be 3 mos at $89/mo. When I noticed the 2nd auto payment deducted, I called and questioned. The nice approach turned quickly to hard ball. No compassion, No we’re sorry, just pay up or we go to collections. I called my bank and put stop payment to dispute. You may attract, but will not keep customers. Honesty is better than this disception.
Same problem. Mine was $199 unlimited / month with a 30 day cancellation notice. Tried to cancel in person at end of October, but they said no, I had to do it over text. When I remember a few days later, they said I cancelled over text on November 5th. My next monthly bill was 3 December but instead of charging me for 2 more days (30 days from my cancellation) they tried billing another $199. Same experience – that’s the rules, can’t budge. Makes not sense since 30 day cancellation means 30 days after you give a cancellation notice (not 30 + 28). I have stopped the payment and it now is like $244 after their fees. Complained to BBB and trying to complain to HQ. Also wrote Google review.
Same thing here. This needs to become a public outcry against this franchise. This is ridiculous. They are all about money not customer satisfaction.
Yes!!!! I too am experiencing this very same scenario with Club Pilates in Cincinnati. I put my account on hold due to my father falling ill and eventually passing. They are now sending me emails that my balance in 505.00!!! I have the text correspondence stating everything. Getting nowhere with Corporate. Will be filing a complaint with the BBB
I had a very disturbing experience at the Pewaukee location in Wisconsin yesterday. I wrote this email after:
“I just had a very disturbing experience at your Pilates studio where the teacher said “ you can leave I’m fine with that”
Being an unlimited customer who comes often that kind of thing made me really uncomfortable and makes me question if I ever want to come back
I would imagine this is not the way you want your guests to be treated,
Instead of receiving an apology or any acknowledgment of the incident- the manager automatically cancelled my membership and wrote me this:
“Hi Noreen!
I’m so sorry you are not enjoying your experience at our studio! While we believe Pilates benefits everybody, we understand that not everyone is going to love it, and that’s okay!
We don’t want you to be stuck in a membership you don’t enjoy, so we will cancel any future financial obligation you have and refund prorated dues for the remainder of your current billing cycle. Please allow several days for your financial institution to process the refund.
We would love to be everyone’s forever fitness home, but when we’re not, that’s okay too! We appreciate your patronage and wish you the best in your future fitness endeavors!”
Stephanie Cicero
GENERAL MANAGER
CLUB PILATES PEWAUKEE
Very disturbing I never had a studio cancel my membership without even consulting me—-I am very upset about this behavior
I had a similar event and after I contacted Copt by the form online, my owner found out and I was called a bully, ugly and gross. I can’t find a contact number for corporate anywhere! Have you found one?
Call the number in our listing!
It seems that club Pilates have a “problem” with their cancellation policy all over the country.
Me and my friend have the same problem in Club Pilates in Boynton beach Florida, they wouldn’t even talk to us.
Already filed a complaint at the BBB and honestly now that I read all this complaints I wonder if a good lawyer is not in need to solve the on going problem with that company….
I’m attaching a email sent to the local pilates studio providing what I would agree is useful and helpful feedback. I can not imagine why after the years of commitment to this studio (since opening) in the Henderson NV area and a business owner myself would not warrant as much as a reply? Very disheartening and reassures my reasons in moving to another studio to continue my pilate routines. I am also a certified pilates instructor and I am truly baffled by the lack of concern considering the network capabilities in this town/field of work are EVERYTHING! Attached is the email sent to RM on Oct 19th with no response.
Jessica,
I’ve been a member since your facility open. I find it important to leave you with some professional business to business owner shared advise.
I’ve seen a lot of your instructors come and go over the years. As I know that times are difficult for many businesses and that you’re preferred method is to train your own instructors. I have recently been very disappointed in the newly acquired instructors performance. As a business owner myself, my schedule is very difficult and I like the fact that club pilates had offered the classes and time frames that I am available to attend. However, more recently with the lack of “quality” instructors and changes of level class times has limited my ability to continue an annual membership with club Pilates and take full advantage of my commitment.
As your current instructor pool I feel has been limited in experience and I know new instructors need to learn. I would highly recommend recruiting more talent from the local area which would most definitely help in class offerings to your clientele. My Pilates expectations in a successful work out have not been met the last several months from my personal view, as certified in Pilates for many years myself. I would also recommend when there is an instructor change that clients be notified. It’s very disappointing to show up for a class and not have the scheduled instructor teaching you as scheduled and are paying to workout with.
You have some very talented instructors. To name a few of your long timers ; Annie, Trish and Natalia have been wonderful. I will certainly miss. However, with talks of more instructors leaving recently ultimately did not encourage me to renew my current membership status with club pilates.
I would also like to add…I was very disappointed in the reaction or “lack there of” from your front desk personnel. Carlos, specifically in regards to explaining to him that I realize there is a time limit in showing for classes on time. I have never been turned away from a half full class (6ppl) in the entire time that I’ve been a loyal client. I get that club Pilates has a late policy and I explained to him the with good reason for my tardy. I also told him to my knowledge because I’ve never been that late before for a class that I thought there was a 10 minute grace period? Carlos responded by no it’s five minutes and because it was seven minutes I could not stay for class. I explained that he sent me a text to “call in” from the parking lot as I was walking into class and now only to be turned away? He stated that “because warm up was over I could not stay.” I looked, and there were only 6 people in the entire class. I found that inexcusable considering there have been many times I have witnessed other clients enter after the warm up began. Then I am told I will be charged a no show for class? The class was half empty? I was willing to stay! If I was a walk in for class would be allowed after 5 mins and not turned away? This is not in good business practice. I also had to text twice to even attend this class because my account was shut off on the 12th? I had to send proof of extension date as the 21st to take classes. I finally get this taken care of only to now not be let into the class today. Really? Frustrating Jess.
Unfortunately, this experience left me sour. I asked Carlos to reassure me he received my (texted) cancellation request back on Oct 4th as I won’t be returning for the above reasons. He claimed he had, and responded by “no problem”. Then texted me a cancellation form as I walked out? I then received a very passive aggressive “perfect your all set” text from Carlos In completion and when requesting your email for follow up.
My years of being a loyal client was very easily dismissed. Very upsetting and unnecessary in my book. There are plenty of other pilate studios in the Henderson area who are happy to accept my money and business. The pilates community is small.
Hopefully, this information share will help in making your business practices more successful and in improved training efforts with the front desk staff in showing a little respect to your clientele go’s a long way. I was considering looking into private sessions in accommodating instructor and class preferences. I never once received any apology for being turned away or for any misunderstanding.
A simple apology would of been nice and shows good business practices.
I have an unlimited monthly pass at the Campbell, CA location. The state of California passed a new mask mandate on Tuesday Aug 3, which the studio refuses to enforce. I wish to cancel my membership effective immediately and receive reimbursement for the remainder of August. If the studio does not submit to California law, my contract is null and void. By willfully ignoring this mandate, you are risking my health. You are not providing a safe and sterile environment.
Loser if you’re worried about getting Covid and think a mask will protect you. STAY HOME! Clown.
I love Club Pilates but I feel like it’s a scam. The 3 month package that I bought really isn’t that. It’s “pay for this until you tell us to stop.” I was under the impression that 3 months meant 3 months, but I come to find out that it auto renews and I was charged $150 for a fourth month “because I didn’t cancel.” So “3 month package” really means “join and you’re here until you cancel.” Would’ve been nice to have that clarification upfront before I was charged money that I was not expecting to be charged and now have less than half a month to fit all my unwanted credits in.
Hi Hannah,
I am having the same issue. I bought the 3 month membership thinking I could cancel before the renewal because when you join they Do Not emphasize to make sure to cancel 30 days before or else you will be charged. I did not go because covid began spiking in July amongst other reasons of being over-whelmed by our recent move and being a caretaker. I am 64.5….I am upset as well.
I froze my membership at Club Pilates in Wyckoff NJ in December 2020. The three month freeze lasted from January 2021- March 2021. I then submitted to cancel my membership on 02/27 to be effective as of 04/01/2021. The manager called me back and said I could not cancel my membership. That I had to return for 30 days and then submit my cancellation. I asked to speak to the owner for clarification. My first request to speak to the owner was on 02/27. I left several voice mails and emails. No one has called me back. This is highly unprofessional. I need to know what I am going to be charged and how I can cancel my membership. I am requesting a call from the owner or the Club Pilates Corporate.
I signed up for the unlimited class 199 per month. We found out that we would be moving 20 miles away so I put a freeze on my account not knowing what my future plans were for continuing the program. After 3 months in our new home I decided to cancel my plans to continue with the program due to the many demands that come with moving. I was charged 199.00 for my cancellation 30 day notice, so I asked the manager if I could transfer my account to my new location and use my last 30 days. Unfortunately she said that was not possible if I did not plan to continue my enrollment. I find this highly unfair to treat a customer this way, making no attempt to appease me. I had high regards for club pilates up until this point.
I joined my local Club Pilates Jan, 2021 with a 4 visit per month, & a three month minimum requirement. There was no contract for me to read at the time, & they had me sign on a cell phone. –If you don’t sign on the same day as your introductory visit they want a $60 sign up fee. On my next visit I inquired about specifics, I was told that renewal was automatic, & a 30 day written notice is required for cancellation. I then discovered that my insurance will pay for this membership. My insurance tells me they pay 100%. The Club Pilates manager tells me insurance only pays for 4 visits a month. Four a month is not enough & to get 8 visits per month-CP claims that my insurance would pay for only 4, & I would have to pay ($89) for an additional 4 visits. I talked to my insurance representative twice, & will call them again. They’ve called Club Pilates, but weren’t able to talk to the manager. I like the work out, but do not like their contracting policies, & the fact of conflicting information of what they say my insurance will pay. (Previous gyms have accepted my insurance for 100% payment) . I’ll likely discontinue once I’ve reached my contract date (2 months-8 visits to go). I’m just hoping I don’t have the same problem stopping charges as the earlier commenters have.
I ALSO FILED A REPORT WITH THE BETTER BUSINESS BUREAU IN REGARDS TO CLUB PILATES UNETHICAL PRACTICES/BILLING. I TRIED A 30 DAY FREE TRIAL AND THEY REFUSED TO CANCEL (THEY WERE NOTIFIED PRIOR TO THE END OF THE 30 DAYS). I FILLED THE BELOW REPORT:
FILE NUMBER#15213270 Business Information
Business ID: 1000013663
Name: Club Pilates Corporate
Address: 17877 Von Karman Ave, Suite 100
City: Irvine
State/County: CA
Zip/Postal Code: 92614Complaint Detail / Problem
Complaint Type: Billing or Collection Issues
Problem:
It appears Club Pilates has some sort of scam going on. They refuse after multiple attempts on my part, to cancel the 30 day free trial. I did this cancelling before the 30 days were up. I used this site: clubpilates.com/contact-us ( I have filled out the information/email on this site at least 5 times, I never receive a response, except continuing to charge and saying I owe more each month) I am harassed 4-5 times per week, via a call center and emails. I continue to call back the call center with every call they make. I explain I cancelled prior to the 30 day free trial ending. They continue to call. I called the local Club Pilates Bend, at the call centers suggestion. They attempted to remove all charges inappropriately charged and apologized. I spoke to Halie and one other Employee this week. After their attempt, I received another call stating I owed money. I called back and asked them to stop calling. I explained I have reported them to my credit card company, for fraudulent charges. I am dealing with this above issue at least 3x/week. As you look at the link below, I am not the only one dealing with this shady scamming company. Thanks, Gayle Austin corporateofficehq.com/club-pilates-franchise-corporate-office/
Desired Resolution / Outcome
Desired Resolution:
Billing Adjustment
Desired Outcome:
I would like all fraudulent charges removed. I would like to be taken off the call center harassment line. I would like to receive no further emails stating I owe money, in addtion they are increasing what I owe monthly. This free trial began in December. The biggest mistake of a free trial I have ever made!!!!!!!!!
Complaint Background
Not all of these questions are required. Please provide as much information as you have.
1. Product/Service Purchased: free 30 day online Club pilate
2. Model Number:
3. Contract, Account, or Policy #:
4. Order #:
5. Purchase Date: 12/15/2020
6. Date Problem First Occurred: 1/11/2021
Dates you complained to the company/organization
7. First Date: 12/22/2020
8. Second Date: 1/12/2021
9. Third Date: 1/20/2021
10. Payment Made: Partial payment made
11. Payment Method: Credit Card
Name of Sales Person
13. First Name:
15. Last Name:
17. Purchase Price: $0.00
18. Disputed Amount: $84.98
Corona virus
I noticed my previous comment was removed; therefore, I insist to cancel my membership for April and to refund my account for March ( you can deduct $25 for using the club once this month)
Cleaning the club once or twice a day is not enough and passing one or two wipes after each class will not do anything!!!! Not all people clean all equipment used during the class
I called today requesting to rollover remaining class to April but my request was denied, and they only suggested to freez my membership for next month .
I DONT WANT TO BE PART OF CLUB PILATES, if you you don cancel my membership I will have to dispute the charges. I am already scheduled for cancellation as of May. However , and due to the current situation I want my membership to be canceled immediately.
I’m having a similar issue that’s not being resolved and the GM ,Sara of Thornton, CO is being VERY UNPROFESSIONAL.
Being very concerned about the corona virus, and how this virus is spread around, I called today to request the remaining of March classes to be rolled over to April , and this request was denied, and the answer was the club is being cleaned and sanitized!!!! It’s definitely not being cleaned after each class and giving 1 or 2 pieces of wipes at the end of the class are not enough to protect the second person using the same equipment.
Please cancel my membership for April and refund me what I was charged for March ( less $25 for using the club one time this month)
I DO NOT WANT TO BE PART OF CLUB PILATES ANY MORE.
I have been going to Club Pilates for over a year. Called the Madison St. location in Chicago to cancel my membership in July and was told they would call me back. I was never called back. Now I am being charged for months I’ve not used and being threatened to be sent to collections. I’ve asked for a copy of my contract, which I’ve not received, nor have I been provided a number for the corporate office. I was told they texted me to discuss the problem. Why not a phone call like I asked for when I called in July? Worst customer service and totally out for only money.
In June 2019, I purchased a temporary 3 month upgrade from the 4 pack to the 8 pack. I spoke to the GM in Camarillo, CA, and was told that she would change it back to the 4 pack on August 30. I was still charged for the 8 pack. They have yet to resolve the issue.
Hello,
I signed up for an 8 pack membership in early May at your Ken Caryl studio and fell in love so much I called two weeks later to upgrade to unlimited. I was offered at my demo class an unlimited package of $184. At the time I decided on the 8 pack for $159. I was told I could upgrade to that same price if I decided at any time. When I called to upgrade it just so happened that there was a summer discount going on, and I was upgraded to unlimited for a special summer price.
Now that the summer is over my unlimited package was canceled and all of the classes I had signed up for were canceled from my schedule. When I asked to be officially upgraded to unlimited at the price I was first offered, I was told I must pay over $200 now for my unlimited membership, as corporate sets the prices and the person I spoke to in May no longer works there.
I was told this would not happen. One of the most attractive things about the demo class was that my price would never increase. I should not be penalized because a summer deal arouse when I became a new member. I should not be penalized and forced to pay more than I was quoted because the studio has (very high) turnover of front desk.
I hope you will agree that it is only right and fair for my unlimited membership to cost me $184 a month rather than $206, as that was the price offered to me when I joined, and if I weren’t offered the summer deal, I’d be happily paying $184 per month right now as I should.
Since the Ken caryl studio is telling me the prices are a corporate decision, I’m hoping you can rectify this. After I joined I continued to receive almost daily text messages offering me free demos/classes, and discounts, and now that the summer is over the price I was originally told was locked in and would not change is suddenly going up by $22. That is not right or fair.
I look forward to hearing back from you. I enjoy Pilates enormously and it has been a god send since my hip replacement. It would devastate me to have to consider leaving the club because of unfair business practices. So far my experience with club Pilates has been incredible and I hope I can continue to have good experiences with your company.
Amy Ryan | 720-201-XXXX | alynn10@ comcast.net
Hello,
An unauthorized charge appeared on my credit card on 11/4/19 from Club Pilates on Demand in the amount of $289.99. I am no longer a Club Pilates member and also cancelled Pilates Teacher Training in October 2018. I’ve been unsuccessful connecting with anyone live today after making multiple calls to various online numbers that have recorded messages or are no longer in service. I also called a “corporate number” for Club Pilates published on-line which is no longer in service. The Club Pilates Studio for which I was a former member directed me to Club Pilates corporate for resolution but does not have a contact number. So I’ve been Googling all morning seeking the right department to contact until alas coming across this page.
Can you please assist?
I need to cancel my membership due to a very recent financial changes I need to have eye surgery . I am told that I have to give 30 days notice. I’ve been an member at the Club Pilates 1588 Church Street in Decatur Ga. I spoke with Avery Leary regarding my situation on August 29, 2019. I submitted the request and he stated I would get email, nothing has been email to me. I do not want the charge to hit my credit card. My time will be up 10/20/19 with my membership. Therefore, I do not fee to be charge to my account. Then, I will have to dispute the charge with credit card company. I have called Avery today, have not to response to call I left message regarding my concern. My pass experience when companies automatic to your card it is very hard to get your money back. I’m retired living on fixed income I donot to want charge for something, I’m not using and to pay on my surgery.
Dorothy Solomon 404-312XXXX
Approximately 30days ago I upgraded my membership from 8 classes a month to unlimited. At that time my franchise location was happy to upgrade my membership on the spot and take my money. A new franchise has opened up closer to my home and I have requested to simply switch my membership to the closer location. I had to submit in writing by email my request and now they tell me the transfer can not be completed for 30 days. How can this be and what is the reasoning? When additional revenue is involved they are happy to assist but when a simple transfer is requested I have to wait 30 days. Please advise. This is NOT GOOD CUSTOMER SERVICE!!
3 days after joining Club Pilates I called the manager and told her both my elderly parents were hospitalized because of an emergency out of state and I was needed there on a weekly basis as well as being a single mother and working 60 plus a week. Having to travel out of state took away any time I had for Pilates.
After explaining this to the manager she said all she could do was put my account on hold. Never telling me I could cancel with a letter. After phone calls over the next several months I told her again I could not come back. Mind you I had been ONE time and had been charged almost $500 . This is still ongoing. The lack of customer service and customer consideration is horrible .
pmallace@ me.com
I joined the club with the understanding thatI had a passport membership. I was asked if I wanted to pay in advanced and agreed.Then the club decided if they got all the money up front you no longer could be a passport member! I was originally told I had the passport membership and was grandfathered in for being one of the early members of the club.
They can’t seem to keep their word .
Still waiting for certificate after completing teacher training program over 2 months ago. Cannot seem to get a response from anyone at the corporate office. I’ve called and emailed twice now, my Master Trainer has also called and emailed, and no response. I am in need of this certificate in order to process my PT license renewal. This is extremely frustrating and unprofessional. I would NOT recommend paying 5K for this program, only to not be able to get in touch with anyone about the certificate. Whom can I contact to get the certificate??
Was really looking forward to being in the club pilates family. We are invested in other fitness franchises and were looking forward to having a full one of our own. I did months of research and really liked the concept, platform, and structure of this ‘new’ club pilates. The initial conversation went really well. The following steps were a bit more choppy, with miscommunications on timing, meeting etc. I thought nothing of it and moved forward. I worked mostly with John North, who during his pre-prepared phone presentations, wasn’t one for answering questions, was difficult to get email responses from in regards to franchise questions, and when I did get responses I was diverted to pre-recorded calls for answers. Again, I moved forward. We were prepared with financing, a business plan, and location for a studio. We had investors who were interested in making it a multi-unit sale but wanted a franchise presentation from me upon my return from the club pilates Discovery Day. John had expressed to me that this was the final step before moving forward and signing the contract. That I would learn everything else I needed to know, get to know the culture, meet the people etc. I was hoping to get all of my final questions answered. I bought non-refundable/unchangeable flight, John had told me there would be up to a $500 flight voucher (mine were only $250). I sent my flight information and received not even so much as an email response. Once again, I moved forward, I figured I had time to follow up with that later. They have you fill out a franchise application prior to attending DD. At this point I had been directed to a man named Lance Freeman as my contact. I had questions about the application considering we were not sure if this would be our single studio, or multiple ones. I had a scheduled phone conversation with Lance to cover last minute questions and location confirmation a few days later and I asked if he couldn’t get back to me via email in regards to my application questions, we could discuss it during our phone meeting. Lance’s emailed response came with two emails, first was a cancelation of our phone meeting, the second of my discovery day, telling me not to come because I “wasn’t prepared to move forward.” This without clarification or even the courtesy of our scheduled meeting to discuss the application questions. It took several days, emails and phone calls to get a response from Lance. I tried to explain the miscommunication and told him my husband and I were prepared for our studio, we just weren’t sure if it would be multi-units and that we would have that information after DD. I also expressed that after the many incidents of communication issues and his unprofessional response to this last situation, I was now EXTREMELY uneasy moving forward if this is how the company did business. Although, Lance kept the conversation politically correct he was extremely defensive and unwilling to listen to the issue at hand to find a solution. I felt demoralized how he spoke to me and yet I still wanted this franchise so bad I was still trying to get to discovery day and move forward. At one point we discussed a different discovery day in which I asked Lance at the very least if he could answer the final questions I had about the franchise, since i had not been able to get them from John, and without hesitation Lance said no. Hoping I was wrong I asked Lance if he really was not going to answer my questions, and he said no. I was appalled. Instead of finding a resolution or passing me along to another representative, was difficult to communicate with and simply was set that we “weren’t prepared to move forward,” although we were. At that point he passive-aggressively stated this was not a good fit and that he would refund my flight money and both parties could part ways, I agreed. I never heard back from him. It has been a week and a half, several emails, a message, no response, no flight voucher. It’s really upsetting that a company has worked so hard to get to this platform to have it held up and, what I hope is a misrepresentation, be misrepresented by people such as John and especially Lance. I am so disappointed to walk away from this opportunity but I couldn’t imagine having to work with people like that. I would like a corporate response and a voucher for the missed flight.
Seems like lack of response regarding ANY issues are the status quo…. I haven’t been able to get a response from them either about my teacher certificate, and it’s been over 2 months now….
Were you able to get a response yet from anyone regarding your issues??
I signed up in CLUB PILATES, EMERSON,NJ
To whom it may concern:
I spoke to someone yesterday at around 7:10 pm, and assure me that she was going to call me back in a “few minutes” to try to fix my problem.
You see, you deducted payment from my account even though it was frozen due to the fact that I’m in Lima, Peru. I had spoken to someone a month or two ago, and asked her to terminate my membership because I was going to travel until December or January, she advised me of the possibility to freezing my account until my return, she explained that my account was up to date and that I was not going to be charge until my return. Well, I was charged and since the lady that was there last night couldn’t help me, (it was very hard to understand her) I requested to cancel my membership due immediately! She replied by saying “I’ll speak to the manager and call you right back” I processed to explain to her that interment service in the jungle (I’m close to the amazon) is not very good and if I were to answer or make a phone call it would be very expensive, never mind having actual service where I was going… I inform her that I was at the hotel right at the moment and that I was going to stay until 8 o’clock your time. I also pointed out that you were going to close in next 15 or twenty minutes… she insisted that she was going to call me back, what do you know… she never did!
Your actions have showed me your lock of professionalism and seriousness, the charge in my account have left me with very little money in the account to go by for the next two weeks that I need to stay since this card was set up purposely unlink to my other accounts to avoid the chance of being cloned or stolen ( it happens very often here). As you can understand, I’m very upset and as of today I consider my membership with your facility close, I have notified my bank not to accept any charges from you, and I have send a copy of this email to your cooperate office.
I don’t know if you are going to bother to call me or not, I guess it is your choice, I don’t really think you care enough to do so, please consider this my request for termination and I will go to your location to sign any papers to free me from your services and my responsibilities to you.
Thank you
Ruth Pourkay
Sent from my iPhone
When your new opened in Sandy Springs Georgia I was one of the first to join with the 3 month promotion you had. I joined in Aug and the club opened in Sept.
I tried to cancel Nov 9 so I wouldn’t be charged in Dec, however Brittney the club manager told me it was too late that I will be charge $159.00 for Dec, I mention to Brittney over the phone I had an operation Nov 26, 2018 and couldn’t drive and was restricted of moving for 6 to 8 weeks. Brittney said that I had to come in with a cancelation letter in person. So, my son had to dress me and drive me to the club and I was 3 days too late and will be charge $159.00.
The club did charge me with a credit card I did not authorize for use. My monthly payments was taken off an American Express which I authorized but the charge for February was taken from a credit card I use a couple of times to purchase Club pilates activewear, this card was not authorized to use for dues.
I will definitely blog on every social media about your rules with Club Pilates and about your customer services .
Club Pilates TEMPE ARIZONA
OWE ME $2,468. DO NOT GO HERE. HORRIBLE CUSTOMER SERVICE.
After being a faithful member from Feb 2017-Dec 2017 and spending $1,531.15, I was assured that once my “deal” that they “went through hoops” to get me expired, I would have to re-sign up and cancellation would occur on it’s own. I did not plan on returning due to a change in job schedule. Fast foward 9 months (the credit card on file was one I do not use or check often) and club pilates had not only continued to charge me $124/mo (the “deal”) but also added a $169/mo. TOTAL $2,468! I called immediately to get this rectified. Stacy pulls no weight (“I wasn’t the GM at the time” “the front desk girl who told you it was canceled is no longer with the company” and doesn’t care about customer service and the owner, Bill, won’t take my call. In fact, they wouldn’t even give me his number. Still waiting for an email response…
I need to cancel my membership (temporarily) due to a very recent diagnosis of a torn meniscus in my left requiring surgery. I am told that I have to give 30 days notice. I can’t utilize the equipment or take part in the classes at a safe level right now and feel like I”m being punished for that. I’ve been an unlimited member at the Club Pilates in North Raleigh since it opened. I find it extremely surprising that when due to a medical reason, that accommodations are not made when having to temporarily cancel a membership
Thank you,
Juliette Dalton