Club Pilates — Local services in Acworth

I am disappointed to be writing this review, as the facility and instructors are great, and I've never been pushed this far to write a review. I am however out of options on how to resolve my unjustified charges and feel I need to share my honest experience.

The customer service experience since day one has been absolutely atrocious. I was an early member, before the club opened, so I understand there are some growing pains. However, the club has been short staffed and lacking communication from the start. They ran through a number of managers from the start, had no working phone number, and had no administrative staff on-site available for questions or concerns. Due to this, I spoke with the owner at one point who was confrontational and suggested I read the fine print and consult a lawyer if I had any concerns. He proceeded to answer the phone while we were speaking and dismissed me.

In addition to a number of ongoing issues, I am currently in a dispute regarding my membership cancelation. They simply have refused my numerous requests to cancel my membership, which has resulted in charges for a continued membership and additional late/administrative fees. I have been working to cancel it since April and am continuing to be ignored and start over in the process.

Over the last two months, I been told a variety of solutions and answers (including threats of cancellation fees if I submit cancellation early) by multiple staff members that are contradictory and have gotten me in this situation.

I am asking for the new pending charges to be removed from my account, as I requested cancelation (numerous times) more than 30 days prior to my renewal and I am currently medically unable to attend classes.

I was finally told this would be taken care of last week, but continued to receive late notices. After a week of trying to contact them again, I was just told they will no longer be removing the charges (as though we had never spoke and agreed to it).

They make contacting them very difficult and are slow (if ever) to return emails and phone calls. It is clear that the club needs to invest in additional staffing and training to facilitate basic administrative duties.

Be advised, the club is still short staffed on instructors so classes are limited (especially evening and weekend classes that were promoted when I signed up). As a working individual who also needs to arrange childcare, this has been a big disappointment.

It is very unfortunate as I would love to return to the club next year when I am medically able to again, but due to these issues I will be giving my business elsewhere and cannot recommend them to my network. The frustrations and headaches (and time spent disputing) are not worth it. Hopefully they can turn things around to provide a better experience...

My coworkers and I started classes in this facility in May. We understood they were a newer club and classes were somewhat limited but they had evening and weekend classes that would work with our schedule. We decided to join and went to classes for 2 months. On month 3, after we were charged and tried to schedule our classes, we ran into the issue. There were no longer offering evening or weekend classes. We immediately reached out to the club to see what, if any, options we had. We were told they didn't have instructors to do the evening or weekend classes and are looking but unfortunately all they can do is freeze our membership. They couldn't refund us, let us go to another location (without us paying more) or cancel our plan. I was specifically told, "you were just charged and as long as you cancel before the 22nd of August, you are fine, there wont be a fee". We made the decision to cancel our memberships a week later, after they sent an official email that they don't have instructors and all they can offer, yet again, is for us to freeze our plan until they figure out classes. For a working Inividual that works 8am - 5pm, this is not okay. I paid $159 to work out, not to give it away. I don't make extra money to throw away nor accept this facility refusing to work with us. I have been going back and forth with what I guess is the manager and im getting no where. Ive advised them multiple times of my request to cancel and will not pay them a penny more. I am not giving them another $160 for classes they cant offer.. the people at at the front desk and the instructors are great but i do not recommend this...

I found this Club Pilates on the recommendation of a personal trainer when I moved down to Georgia three years ago. I immediately fell in love with every single one of the instructors and to be honest stuck it out through some less than stellar management for the first 18 months, partly because I live rurally and it was the only convenient option, but mostly because I loved the programming I was receiving. All of the instructors were so knowledgeable and supportive they inspired and encouraged me to finally pursue my own Pilates certification and now I'm lucky enough to join them in instructing our amazing members! Having gone from member to employee I am uniquely positioned to say this club is headed in the right direction and under excellent guidance! I know some have had poor experiences - I had a few myself - but change takes time and I can tell you with confidence this studio is doing everything right and will only continue to improve! Our instructors and front desk staff all care deeply about every member's experience and strive every day to create a warm, fun, inclusive environment. If you've been thinking about giving Pilates a try please consider Club...