btone FITNESS Back Bay — Local services in Boston

I never actually got to take a class here but posting a review of my customer service experience. I purchased their 2 week pass and I signed up to take one of the early morning classes on Newbury street. I never actually got to take the class because the downstairs door was locked. The location was also a bit difficult to find because of construction going on beside it. They don’t have a phone number, so being able to get in contact with someone in a situation like this was difficult.

I sent an email and didnt get a response till 8 hours later. It was quite frustrating. I understand the door being locked wasn’t essentially their fault, but still their email response didn’t offer any kind of solution apart from an apology and asking me if I went to the right place ( I was). You would think that when a customer has been inconvenienced like this, not only would there be an apology, but an offering of some kind of compensation or acknowledgement of the problem and offer some kind of solution so that the next customer won’t face the same frustration.

I then emailed Btone to cancel my pass due to this frustration and not being able to actually use it. The 2 week pass cancels itself after 14 days of using it. This is irregardless of if you’re able to get into a class or not. All the times that worked for me were always full, so I would essentially not be able to maximize my pass. I’m giving 2 stars because they gave me a refund, but still disappointed in the experience because they failed to make me feel heard as a customer or cared about. I gave feedback about my experience and felt like it wasn’t acknowledged or recognized as they are issues the next customer...

The workout is great!! Very similar to solidcore but a less intense atmosphere (in a good way). The instructors are also very nice and the studio is also very clean. I'm on my 70th-ish class and still find the classes fun and challenging. However, i really wish that the instructors as a whole gave more corrections. I think I've received one correction in my past 30 something classes and out of the three pilates and lagree studios I've regularly attended, that is by far the least. For some reason this seems to be a newish-thing, since I first tried btone a year and a half ago and the instructors were much more involved/communicative back then. For the price of the classes this is really disappointing and honestly harming students in the long run. Also, this studio doesn't seem the best managed. For example, one of the reformers has been missing a floor strap for at least three months and it doesn't seem like there's been any initiative to fix this even though there are some exercises you frankly can't do...

Btone has been an incredible experience so far! Each class is different, and even after almost a month I'm still learning new moves all the time. The machine is very well designed and I'm always impressed by the variety of the workouts that can be done on just one machine. The instructors are all very friendly and work with you to find the right position and resistance for your fitness level. I love that btone is truly a full body workout, and I feel so much stronger after just three weeks! In addition, btone is great about following COVID protocols and the studio is very clean and has everything you need - changing room, bathroom, water fountains,...