IM=X Pilates & Fitness Westwood — Attraction in Westwood

I have been going to IMX for a few weeks now and have been loving it. I signed up for a 2x/week package and it has definitely helped me stay consistent. I am considering upping to a 3x/week package. The studio itself and the instructors are top notch and I don’t think I have any complaints really.

But - I do have some beef with their membership plan and policies. I was told at time of signup that I can pause my membership any time I need if I’m going on vacation or get sick, and I just need to provide 24 hours notice.

I recently went on vacation so paused my plan. But their policy is that they charge you $10/week for every week you are paused, and you can pause your plan for 2, 3, or 4 weeks. 1 week is not an option for some reason. None of this was explained to me when I signed up - and based on a note on the bathroom door, seems like it is a new policy that was implemented after I started my membership, and one I did not agree to as a term when signing up.

SO, what that means is - if I go on vacation for a week, I need to pay $10 for the week I’m NOT using the studio, plus stay locked out of my plan for another week and also pay $10, and then (I assume) if I want to take classes during that second week of the pause, I’d need to pay for those classes at regular price OUTSIDE of my package, while paying that $10 fee to keep my membership paused. The cancellation policies for your overall membership are also pretty crazy.

This really really rubs me the wrong way.

Now, do the strict policies keep me motivated to stay active in my membership? Yes - the strictness is helpful in a way. But the lack of flexibility is almost prohibitive for me - to the point where I might try to find another studio when my 3 month plan is up, even though I really like the classes and the studio.

If they change these policies (especially the pause one), I’d be happy to update my review. But until then, I gotta knock off a...

after recently trying to freeze my account & a mistake on the studios end, they continued to charge me. i asked for a refund of the one charge to be corrected and frozen immediately again. the manager agreed and after discussing with the owner, they decided instead to offer to cancel my membership (with a small fee of 3 more payments) or $250. unfortunately by that point i had made 2 more payments and so within their “30 day cancellation robbery”, i should only be charged 2 more payments. not only did i change the card this charge should be withdrawn by, they continued to charge the old card & clearly cant follow simple instructions but i am held to follow their instructions on their cancellation policy. if they would have just refunded $65, they would have kept a long time member willing to continue business with them post partum. not to mention, this studio has turned over all their staff, desk & instructors and even let go of a instructor without her knowledge. it is extremely disappointing that the owners of this studio have become so greedy that they operate business in this manner. for the cost of your membership you can go to multiple different classes offered to you at any other pilates studio in the area with equipment that isnt falling apart, you would think they would tighten up on their customer service and make sure to retain...

I was a member for 6 months and tried to cancel my membership after exploring other clubs with better equipment, more variety in classes and levels. The club refused to extend any professional courtesy and in fact the owner only called me to try to get "feedback" which contained self serving questions and questions seeking to blame staff members. The staff is friendly and knowledgeable, however in the last few weeks, the club has experienced a departure and turnover of staff - however two instructors who are no longer with the club still appear on their website. The reformers are outdated, the air conditioning and lighting is terrible especially in the summer months. They have barely any equipment, compared to Club Pilates and Solid Core which are comparable in pricing. Save your money if you are into Pilates and go elsewhere. I wasted 6 months of my time here and gained no physical benefit...