Club Pilates — Local services in Glastonbury

I've been a member since February. Or should I say was? Originally I was going to give a very fair review but after the latest e-mail from the Glastonbury team, I am shocked.

I am all for policies and being fair but the team just proved to be corporate and cold. I've gone to over 125 classes and only had one other time where I missed. I plan ahead and cancel within the policy rules when I know I cannot make it. I got out of work at 4:15 and my car decided to break down and I was unable to drive off the parking lot. I proactively emailed and sent a screenshot shot of the tow technician request at 4:31, knowing I had a class at 6. I was hoping to still make it if I could but ask for a reimbursement of the late fee cancellations since the circumstance was outside of my control. I also wrote in my email that I would rather have someone else take the spot, if there was waitlist. There was absolutely no way I could have foreseen my car breaking down within their wanted time limit of two hours.

There was 5 emails back and forth because all that was given was templated responses. I said nothing that warranted a membership to be revoked. I provided a picture of the car disabled with tow to show proof that I was being sincere and not asking for the late fee to be overridden for no reason. Being honest. Below was the last two emails. I remained respectful, and the instant reaction from club Pilates Glastonbury was to revoke my membership. Directly after praising the instructors, which they genuinely deserve, because they are really great instructors.

The memberships are not cheap, understandably so because the instructors are really good and I will be fair in saying I enjoyed the classes and benefits of practicing Pilates. However, The operational side needs a lot of improvement . How my experience was handled is a damaging way to build rapport with your current members who pay 259 plus tax a month and for the brand. Also, as a brand that emphasizes having a healthy mind, body , and soul connection. For future members reading this, be prepared not to be valued or heard, as the first tactic used for resolution is to revoke membership.

I'm a team player. I strive to arrive early, listen to the instructors, and truly learn and enjoy each class. I was going an average of five times a week. This was my second time I've ever missed.

I'm extremely disappointed in...

At Glastonbury Club Pilates workouts and instructors are good, management is not. Pilates is expensive. It is $120 a month for four 50 minute group classes. I had always wanted to try Pilates so I joined. I have cancelled my membership and this is why: I got on the waitlist for an 11am class the next day and signed up for a noon class because there were several waiting before me for the 11. I checked before bed and was still waitlisted. Before 8 I checked again and I was in the 11am class so I emailed the manager and requested to cancel my noon class and refund my class credit. At 9:45am I received an email that I needed to cancel out of the class online to get the credit and the policy was it needs to be cancelled 2 hours before. (I had emailed over 4 hours before.) I was playing tennis so I didn’t see the message until 10:30 but I immediately cancelled and wrote back that I had done so as soon as I saw their message. I went to my 11am Pilates class and when I finished at noon I saw an email that said it was too late and no policy exceptions. I was not happy since I had emailed over 4 hours before the class not under the 2 hour limit but figured I’d make the best of it. If I was going to pay $30 for the noon class I would take it. I was told I could not take that class because I was out of their system and there was no way to put me back in. So I wrote back to the manager and was told there are system limitations and no policy exceptions and that I had received plenty of notice of their policies. I have switched gyms and am working out more often for much less money with an establishment that...

UPDATED REVIEW

Original Review: I am so grateful I took the chance on Club Pilates. I tried the intro class in early December and was feeling like I had nothing to lose. I was feeling down on myself and unmotivated. The intro class with Cathy reignited my passion for self-care. Since then, I’ve completed eight level 1 reformer classes and they have all been amazing! I feel myself getting stronger mentally, physically, and emotionally. Each class challenges me in new ways. I don’t feel self-conscious in this class—I feel welcome. There’s no judgement, only gentle and encouraging guidance throughout each class. I can’t wait to see where my fitness journey goes from here.

Review Update: I’ve never given a place two separate reviews to speak on my satisfaction. I started with Club Pilates 8 months ago and my body is definitely transforming for the better. I’ve lost close to 30 lbs (thanks to Pilates and a healthy, balanced diet). I used to be super self-conscious about my legs as most of my fat accumulates in my lower half. I now wear Shorts! Wearing shorts is something I’ve never felt comfortable doing until now. My muscle tone has dramatically improved. My core strength has improved. I feel more balanced physically AND mentally. I’ve gone from a size 12 to a size 6 pants. I’m just really...