Club Pilates — Local services in New York

I had an extremely uncomfortable experience at this Pilates studio after being a loyal customer at here for two years. I decided to cancel my membership immediately after the incident.

The instructor, Michael, was extremely rude to me and kicked me out of the class after I added one blue spring to my Pilates bed for more stability when doing the bridge. He didn't ask me why I do this, or is it because there was any injury of my body that caused that. His quote "Everyone is using two red springs. If you can't do it, you need to leave the class". He repeated at least two times to have me leave the class when I just tried to explain to him why I decided to do that. I was shocked - this is a LEVEL ONE Class, so there were no pre-requisites needed to attend this class. Instead of adjust the spring setting to accomodate for different health conditions, he just insist to have me leave class.

Not sure if he is being racist as he is very nice to his regulars. I am a small Asian woman just FYI, so maybe he thought I would be ok with his attitude.

Also extremly disappointed with the way they handled this at the Pilates studio. The instructor refused to apologize, and the front desk didn't offer any solutions to help with the situation. When I asked the front desk what policy stated the instructor has the rights to kick a customer out of the classroom after they add one more spring, she can't answer. ++++++++++++++++++++++++++++++++++++++++++++++ In response to the owner’s comments below:

On your camera footage, does that capture the whole conversation in that class? Or it has no sound? I am asking because I want to make sure you heard exactly what the instructor said to me during the class that made me angry.

I completely reject you accusation of me disturbing the class or doing something unsafe after repeated requests to stop.

First, all the arguments between me and the instructor happens after the class has ended. We only have very short conversation during the class. If you review the camera footage you should see it yourself very clearly. So I am not sure what you mean by disturbing the class.

Secondly, adding one more blue spring when doing the bridge only adds stability, which is just a fact. The reason I want to ADD a blue spring on top of the two Red springs he required is because it’s more stable, which was when he asked me to leave the class. He never commented on any of the movements that would raise safety concerns. But instead is the other way around - he is asking me to increase the difficulty level by only using two red springs when I don’t feel comfortably doing so. If his ask was to add more springs for stability purpose, I wouldn't have any issues at all. So I also completely reject you accusing me doing something unsafe after repeated requests to stop.

I am very happy to keep this conversation continuing in public. Yes, there are probably much better ways so solve this problem on both of our ends, but unfortunately that doesn’t seem to be the case. You can portray me as a crazy woman or in whatever way you want, but I don’t wake up one day and decide to have arguments with people. In the past two years, I have also never had a single issue with any other instructors in your studio. When I feel like my rights as a customer are not being able to be protected, I have no choice but to stand up for myself. I can understand the customers in that class are trying to protect the instructor, because if I got treated as nice as the way they were treated I would probably do the same. If they got treated the same way as I did, it’s hard for me to believe they will swallow it either.

I wish you very best luck with...

This review is solely for the management at this location. I take classes at the Tribeca location also and have never had any problems there! There have been a few instances where there has been class scheduling issues here and the manager does absolutely nothing to fix their mistakes. The first instance happened few months back when as per usual I booked out all my classes for the month through the Club Pilates app and out of the blue the club cancelled all my classes for the entire month. I had confirmation emails and was getting notifications from the app up until class time and once I showed up I sat on my machine only to have them replace me with another member and I had to embarrassingly walk out in front of a full class. When I asked what the issue was, she simply kept trying to tell me the 3rd party platform through which I have signed up for membership through my employer was to blame. This makes no sense because all they do is collect my monthly membership fee and have nothing to do with actual booking or cancelling of classes. I called them to verify this and they confirmed. Next time was an instance where I showed up to a class but they called me afterwards to collect my credit card information, when I asked what for, they said they needed it on file in case I ever missed a class. I provided them my credit card information because I thought this was standard for everyone only to find out they charged me for what they thought was a missed class from the week before, without explaining to me that they were going to charge me before swiping for the transaction. That’s such unethical behavior. The latest incident, I emailed them to tell them I was not feeling well and asked if I could roll over my class credit to next month since the remaining classes for the month were full. Since they allowed me to do this 1 month ago when an instructor fell sick, didn’t think it would be a problem. The studio replied back ‘no problem.’ So I cancelled my class only to have the manager email right after: “I see you were emailed that your credit could roll over to next month. But you actually have your membership through Active & Fit, so we would not be able to extend this past 3/31.. I understand, this policy changed one month ago, and has been enforced by corporate. Usually we can for our regular membership packages, but now all health insurance companies will not allow us to make any alterations.” Not sure what health insurance companies have to do with rolling over a class credit to the following month but this is pretty abysmal customer service for a Pilates studio that collects so much every month in...

Below is what happened last night and for future Pilates goers, you guys better off taking your money somewhere else!!! If I can give a negative star here I would!

I had an awful and disappointing experience last night and the manager at the front desk was less than pleasant!

I’ve tried an intro class recently and right afterwards they tried to sell me the class VERY hard and they said that even when the class that I want to attend shows (on the app) that I’m waitlisted (as it OFTEN is), I can ALWAYS show up regardless because their “waitlist” serves as a placeholder, and they can add me to the class manually. However, THIS IS A FALSE INFORMATION, because they just want to SELL you the membership.

Last night when I showed up for the class, there’s no seat for me. I brought this up to the front desk who happened to be the manager and I said her employees told me false information and this has wasted my time for coming all the way here tonight. She responded rudely and dismissively like “it is what it is, what do you want me to do?” With an awful attitude.

So people who’re searching for Pilates courses, be cautious! because this is how they are going to treat you once you signed up for the membership!

So DO NOT SIGN UP AND TAKE YOUR MONEY SOMEWHERE ELSE!

Now I’m requesting a refund and cancellation of my membership immediately and let’s see how this process goes. I will report back here in the...