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Business Profile

Pilates

Club Pilates Alameda

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Pilates.

Complaints

This profile includes complaints for Club Pilates Alameda's headquarters and its corporate-owned locations. To view all corporate locations, see

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Club Pilates Alameda has 2 locations, listed below.

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    • Club Pilates Alameda

      2651 Blanding Ave Ste D Alameda, CA 94501-1578

    • Club Pilates Alameda

      1161 Ramblewood Way San Mateo, CA 94403-4917

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 25, 2024 I injured my foot while on Vacation, and did not see a doctor until I returned home on December 30. My foot was not broken but sprained and I was advised to wrap my foot and wear a boot until its healed. Because its not broken the recovery time is uncertain. I contacted Club Pilates gym studio on January 6, 2025 by phone and text to let them know I was injured and unable to use my membership. Club Pilates did not respond to my calls and texts until January 13, 2025 to let me know the Manager was out of town and would call me when they returned. I went 2 weeks without a response or solution to my problem. I asked Club Pilates if they could refund me for the January membership fee but they refused. Please note I was scheduled to cancel my membership after January. Club Pilates claims they cannot refund me due to my membership cancellation. I have not used my membership since injuring my foot and I do not plan to for fear of injuring my foot further.

      Business Response

      Date: 01/29/2025

      Thank you for making us aware of this issue and complaint regardiing our processes and policies. After reviewing the circumstances, our manager has refunded *****' last month of membership fees, even though that is not our normal operating procedures. As a reference, I have attached our membership agreement and the understanding of our studio policies form initialed by ***** understanding that 30 day notice of cancellation is required. I have also attached our email that confirmed her membership was cancelled after her final invoice on 1/6/25. However, that is why we had offered to freeze *****' membership until she was cleared by her doctor so she could utilize her final month's paid membership to help her rehab. Many time doctors, PT's and chiropractors prescribe Pilates for rehabilitation purposes which is why that solution was offered. On the contrary, given ******* is our busiest month for fitness, we understand that our correspondence was not as prompt as what we normally provide. In the 6 years that we have been open for business, we have never received a BBB complaint and have actually been an accredited BBB business, so please know this is not at all how we run our business. We apologize for the inconvenience and wish all the best to ***** now that her complaint was addressed. Please note we have tried to reach out to ***** to communicate her refund has been issued but without response so hoping all is well. Thank you.

      Customer Answer

      Date: 01/30/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      Lexus *********

    Club Pilates Alameda is NOT a BBB Accredited Business.

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