Fit Culture Pilates — Local services in Torrance

I enjoy the new studio and friendly instructors however was disappointed with the lack of communication on their website and third party apps. The instructions on parking weren't readily shared on the booking confirmation, I arrived at the studio slightly late due to parking and showed up exactly at 9:07 for a 9 am class. Because I was 7 minutes late, I was rejected and told they would not be able to let me in due to company policy. The two gals in front said "Due to policy we cannot let you in". I completely understand this rule and had wished it was properly stated on the booking confirmation so clients are well aware there needs to be ample time for parking and arrival.

Why the 2 star review?

The 2 star review is because the policy on the website states they cannot let clients in after 10 minutes. I've attached a screenshot. Therefore, I should've been allowed to enter the class. Moving forward, this should be clearly communicated and the staff should share correct information prior to turning away clients.

On a positive note, I was given back a credit for the class.

EDIT 6/23

It’s sad that after an honest review, the studio would rather ban a client than listen to their feedback and apply it. Please note - I was not rude at all. What was shared on their response was incorrect, and it’s sad to see that they would call out a client being rude, when I simply shared the honest truth. For context, they had emailed me to take down my review that same day. Before giving me a chance to respond, they sent me another email to ban me immediately and remove my access. Therefore, this is not a business I would support given the nature of how this is handled.

I share this review with hopes that the business would acknowledge their mistake and improve for future clients. I wished they responded professionally but it was taken personally on their end. I’ve updated my rating...

Been doing pilates and hot yoga in the area for 2 years, so figure I'd try this place out with their intro pack. And what an intro it was.

This was my first time trying hot pilates; not sure if it really makes a difference tbh; the heat for hot yoga is for enhancing stretches, this just felt like uncomfortable pilates haha. I'm sure using two more classes would've given me a clearer picture...

Unfortunately, I got charged 60 bux to only attend one class. Why?

Well, for two absolutely awful customer service reasons.

1. I wasn't allowed into one class because it was 1 minute BEFORE the start time??? Nothing makes you feel like a valued customer more standing locked outside as an instructor looking at you dead in the eye and walking away. I've never experienced being locked out from ANYTHING in life like that, be it fitness-related, medical, educational, professional, etc. And, of course, they kept the credit.

2. I thought the class pack lasted 21 days from 1st class, as highlighted in the attachment below. Apparently they started the timer when I bought the package.. which was while I was out of town starting a new job orientation. No problem, it happens; I've had one hot yoga place in the area generously give me a 6 month extension once on my credits, so I'm sure something like a 1 week extension here would be no problem?

I'm told it costs 35 dollars for an extension. So, basically, charging more for a single class than to just buy it fresh. Cool.

Strict rules are fine; but give new customers some leeway at least to learn them before going nuclear on enforcing them?

I rarely leave reviews like this, but for all you anxiety-sufferers out there looking for a welcoming place that actually treats you like a human customer, this place isn't it. There are so many more welcoming places in the area that give grace and won't...

Decent pilates studio ruined by poor business management.

I started going to this studio with 3 of my girlfriends in hopes this would be where we get a great workout and keep in touch. When I'm writing this review, 3 of us have canceled our memberships. Overall I enjoyed most of the instructors, however, the business itself is sorely mismanaged and not customer-centric. Here are a few instances I experienced:

1- I was having an issue purchasing my membership, so I reached out to the customer service number and didn't hear back. I figured I would go to the studio in person and someone would help me. I went to the studio and told the instructor about the problem and she said don't worry about it, we will handle it after class. I got on the reformer and about 5 minutes into the class, in front of the entire class, I was told I had to leave. I was so embarrassed, especially because the issue was a technical issue with the app and not my fault.

2- I was charged a $20 missed class fee for a class that I attended. I reached out to the instructor of the class who then reached out to the owner to let them know I attended the class. The owner refused to refund me the fee. After correspondence, instead of recognizing their mistake, they gave me a credit to spend more on their merchandise, which I did not want. At this point 2 of my girlfriends quit for similar dealings so I canceled my membership.

I hope this helps someone else as they decide whether to attend this...