Club Pilates — Attraction in Fort Lee

This facility is unfortunately a reflection of its poor leadership, with the primary issue being the management—specifically, Scott, the owner. While the instructors and classes themselves were fine, Scott's behavior and complete lack of customer service etiquette have made my overall experience here among the worst I’ve ever had with any business.

I was contacted during work hours by Scott himself, who took it upon himself to question me about an internal billing error regarding an uncharged month. This is an issue that should have been addressed internally with staff—not directed at a paying customer in an accusatory and intrusive manner. His tone was confrontational, rude, and entirely unprofessional, as if I were responsible for the business’s own oversight.

Prior to this incident, I was informed I couldn’t cancel my membership after one month due to a supposed three-month commitment—a policy I was never made aware of. When I raised this issue, Scott outright dismissed it, claiming it was “highly unlikely,” despite my having the full text conversation proving otherwise.

It’s important to clarify that the person who originally signed me up was courteous and even accommodating in extending my credit window, which I appreciated. However, any goodwill from that interaction was completely overshadowed by Scott’s condescending, arrogant, and disrespectful demeanor. His behavior was not only unprofessional but genuinely unpleasant.

I would never recommend this facility to friends, family, or anyone who values respectful treatment and basic customer care. As long as the management continues to operate in this manner, I strongly advise others to look elsewhere.

UPDATE: This is a response to the owner's reply to my review. His tone alone reflects a level of arrogance that’s hard to ignore—he clearly struggles with constructive criticism and instead chooses to discredit anyone who doesn't praise him. As for the claim that this place is no different from other gyms or boutique fitness studios—I’ve never been contacted in the middle of the day and berated because THAT facility failed to process my payment. You have my card. That wasn't my problem. I've also never been spoken to in such a disrespectful manner and gaslit to think I was at fault. Scott has my phone number (I know because he called me twice—once before and once after I posted my initial review—to harass me about it), yet he hasn’t once reached out to apologize or make things right. At this point, I definitely don't want to hear it! Instead, he chooses to publicly shame anyone who voices a negative opinion. I strongly recommend avoiding this "gym". It’s simply not worth the money...

I'm very pleased with the level of instruction at Club Pilates Fort Lee.. I did Pilates from 1977-1987, with one of Joe Pilates' students that he sent out in the world to teach Pilates to others. So far, at Club Pilates , I've encountered three instructors who bring their own spirit and soul to the original method and teachings and as instructor Susan said... "It all does come back." Muscle memory is a great thing.

A shout out in particular to my personal favorite instructors: Misha who taught our class the Hundred, never mentioned the word core and quoted my personal favorite Joe Pilates quote: "The body will do what the mind tells it to " He is knowledgeable, helpful and truly knows Pilates and what it can do and does for the body and why. His classes are tough and very worthwhile.

A shout out to Kelly... Her positive upbeat spirit is totally infectious. And she dreams about her students. She e switches things up so class is always different and she is awesome.

And then there's Susan. Twenty five years of teaching Pilates and you can see that she's still learning and adding to her repertoire of getting everyone of your muscles to work and explaining exactly what those muscles do. There's a reason why Susan's classes are wait listed ..but don't let that stop you from signing up .. so dont be put off by wait listing a class...you can get into wait-listed classes! And if you think you can't do weights in Pilates, of course. After all before he developed his method, Joe Pilates was a weight trainer.Susan's classes are so much fun... And it's not just weights that make time fly, it's also her awesome use of the spring board

Oh! And the studio is spotless,the use of a kiosk to sign in to your class and an app to schedule your classes is so great. Vianca is a great to work with manager and the front desk staff are always awesome and helpful.

Not only that, your classmates have an attitude of love and helpfulness, not competitiveness. It's a truly awesome environment at every level. And as it's Fort Lee, there are classes in both English and Korean. I highly recommend...

Compared to other Club Pilates locations they have a rough cancellation policy and zero exceptions (their manager declined to speak with me and wouldn't approve my request for an emergency late cancellation) which I find very stringent. I usually go to the Edgewater Club Pilates location and they allow 1 late cancellation per month per member which is great customer service. The Fort Lee location allows for zero late cancellations for emergencies and with a job, kids, etc. there is always something urgent that could pop up at the last minute. I would recommend the Edgewater location if you want really great customer service.

Update - Response to the Response from the owner: My feedback is not false and I'm not sure why you would categorize it as so. I wanted to try out your studio, I booked a class, I had an emergency so called and talked to your receptionist about rescheduling, and was declined and told I would have to lose the class credit although I explained it was an emergency. I asked the receptionist if I could speak to a manager and she said no but that she would contact them for me.

That is what happened and you can't argue it. Allowing 1 late emergency cancellation per client per month seems to work well with the other Club Pilates locations (it's not just Edgewater) and does not result in "repeatedly cancelling less than 1 hour before class". These are your peer locations and I would think you would want to be somewhat in line with their best practices as you are technically a competitor since Club Pilates is not corporate and is owned at the franchise level.

These are facts you cannot dispute and constructive customer experience feedback as a small business owner (which I have been before myself) that I would think you would want to consider. If you would like to contact me to discuss further or you have any questions you have my contact information in...