Club Pilates — Local services in Miami Shores

I have been a Club Pilates Miami Shores member since May and have been pleased with each experience I’ve had there until today. Today I arrived there around 5:50 p.m. to attend Cardio Sculpt to find out the system had dropped me from the class a short time before I arrived because the receptionist (Alana or Alanís-not sure of her name)changed my membership plan. My membership renews on the 25th of each month, today is the 24th. The receptionist would not allow me to attend the class, which I had paid for through the unlimited membership. The instructor told the receptionist to allow me to join the class but the receptionist refused and said I would have to use a credit from my new membership to participate in the class, which is idiotic since there was an empty reformer and mind you, my membership should have actually renewed at midnight. It was 5:50 on the 24th at the time. The receptionist then went on to blame me. It was my fault because I requested and approved a membership change. Customers do not know how the Club Pilates computer system works. So when a customer requests to change their membership plan on their next renewal date, as a good business practice, you would make those changes in the system after the start of the last class of the day or at the close of business.

Instead of providing quality customer service for a regular customer, the receptionist would rather lose a customer and not admit that she caused the entire problem and on top of that would rather leave a reformer empty, which by the way was empty because I was dropped from the class so close to the start time. Asinine behavior such as the receptionist’s is a good way to lose customers. If this behavior reflects the company’s policy, it’s fair to say that neither customers nor honesty are priorities of Club Pilates...

I appreciate the teachers - but studio has some questionable customer service / management practices and are just rude.

One time they cancelled all my bookings for over a month within 48 hrs bc my card failed and I didn’t reply their text messages immediately (I was working).

So they just dropped all my classes without notice which resulted in wasting a whole month of premium membership gone to the trash - since you can only book certain schedules if you have premium - unless you have premium you will quickly find everything is already booked by the time you are allowed do it.

Another time I asked them to change my membership because I had had a baby and they failed to tell me I was on a special promotional fee, so when after a few weeks I realized the non premium membership never had classes available for my schedule. When I asked them to reverse it , they did biut they increased my monthly fee by something like 50 dollars. So now I pay more every month. I contacted their customer service and they decided not to do anything about it.

I’d go somewhere else if I could.

The reason I’m leaving this review is because they just sent me text message asking about my experience with the Teacher today, but then I realized it was really a google review for them. Very misleading…

So I wasn’t going to leave a review but if I’m being asked I have to be honest.

I enjoy the classes and teachers but management is sneaky, rude and will try to take advantage of people if...

Used to be a loyal member customer, but their one-sided customer service skills are disheartening to say the least. Their automated systems, when they take you off the waitlist - doesn’t always properly notify you of your upcoming class (which would have been fine had they notified 24 hours ahead via the app as they advertise) It simply ‘adds you’ to the class, without proper notification that you’ve been taken off the waitlist and now added to the class, which they could add you (without your knowledge) within a two-hour window from class starting time, resulting in you losing that class credit.

When calling to resolve, they do not care to hear that their error caused you to lose a class you were not aware of; not at least 24 hours ahead as they advertise; they instead get incredibly defensive about their senseless systems and don’t offer any type of resolution, and that’s what’s disappointing from a customers experience, it’s not so much about the credit at that point, because systems could fail; but their extreme lack of regards for their customer’s concerns’, feedback or attempt at resolution, is what makes this a disappointing, money hungry company, with zero concise communication nor regards for customer service and experience what so ever.

Your only resolution as a customer is to simply cancel your subscription and take your business to a customer service...