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.
Club Pilates maintains a corporate office in Costa Mesa, California
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