This review explicitly applies to the Club Pilates Fair Lakes location and is not a reflection of Club Pilates as a whole.
I joined Club Pilates on September 6, 2022. After about 2 weeks of taking classes, I really enjoyed the workouts and decided I really wanted to invest in Pilates and become good at it, and eventually master it. Around mid-October, I started taking 2 Pilates classes a day, about 2-3 days a week at this studio. Club Pilates offers a range of classes - reformer, cardio sculpt, control, and center and balance, so I would take a reformer class and a cardio sculpt or control class. On November 27, 2022, after finishing my second Pilates class of the day, I received a text message from the club stating "Hi Brittany! I did not notice until after classes this morning but per our membership policies, unlimited members are only able to make one booking per day. You may take a class before or after a class that you have booked if there are open spots or wait to see if there are no shows for a full class." Upon receiving this text, I called the club to get a better understanding, because up until this point, I was not aware of this policy. This was not verbally explained when I signed up and furthermore, it is not listed in the terms of the agreement that I signed. During my phone call with the front desk associate, they just reiterated the text that I received. After speaking with the front desk associate, I located my membership agreement in my email. The next morning, November 28, 2022, after completing my second Pilates class of the day, I spoke with the General Manager and showed her the portion of my agreement that states that "unlimited members are restricted to booking 15 classes at a time. When a credit is used, then one will become available for you to make the next booking. Other than this, there are no restrictions on an unlimited member's right to book a class." While showing her, she didn't even bother to look or read it, she merely glanced at it and then looked back at me and said "the policy is in another document that you signed. I'll have to pull it up." I stood at the desk and told her that I could wait, and she said she would need time and asked if she could give me a call later. At this point I leave the studio.
Upon arriving home, I called 3 other Club Pilates locations and all 3 stated that they allow unlimited members to book as many classes as they like in a day, as long as they take them in the correct sequence, to prevent them from hurting/straining themselves. To be fair, I understand different locations have different policies, but something still felt very wrong about what I was experiencing at this location. About 2-3 hours later, I receive an email from the general manager with an image attachment of a section from the membership agreement (the same agreement I showed her while I was in the studio, so not a different document as she stated) that states "Club Pilates Fair Lakes, at their sole discretion, can change any term in the agreement that will be effective upon providing members with written notice of the proposed change." I then responded to her email to point out the fact that Club Pilates failed to provide members with any written notice of this policy change. After responding to her email, I drove to the club to speak to her in person. Upon arriving at the studio, I explained to her that no written notice was provided of the proposed changes, and she said that this policy had been in place before she began working at the studio. I asked for documentation/dates to provide some proof of what she was saying. She said that I can contact the owner. I asked for the owner's contact information, specifically an email address, and she said that she was not privy to give out that information and said that she would pass along my contact information and have the owner reach out to me. I asked, "how do I know that you are going to pass along my contact info?" she then retorted, "because I am the general manager and I do what I say." I left the studio at this point. The next day, November 29, 2022, I receive an email from Club Pilates (signatured by the general manager at the end of the email) detailing their double-booking policy and how members are only allowed one booking per day. I do want to point out that this email did not include any date(s) of when this policy was put into place or when it took effect. At this point, I was so exhausted I canceled my membership in-person at the studio.
I am deeply disappointed with the management at this studio. They did not abide by the terms of the membership agreement and when I pointed that out, the manager was not helpful or communicative in any way. I feel like I was singled out, specifically because there was no general announcement that was made at the studio (no signage, no verbal announcement from instructors, etc.) of the booking policy changes to make ALL MEMBERS aware. read more