Club Pilates — Local services in Willoughby

I was a loyal customer for 8 months, paying premium prices for an unlimited membership, and was approaching my 100th class when the management completely chased me away. A receptionist rudely reprimanded me about “silencing my phone” while I was putting my stuff in a cubby. My phone is always on silent, so I had no idea what she was talking about. Even an instructor had to step in because of how unprofessional it was. Then I was told someone in my class had emailed the studio about me, claiming I made them “uncomfortable.” I have no idea why, as I keep entirely to myself during class. This encounter ruined the session for me; I spent it fighting back tears, feeling confused and disrespected. The instructor apologized to me afterward, but the damage was done.

During my time here I was accused of taking videos in class (which has never happened, I posted check-in photos like many others). I was also reprimanded for taking a mirror photo with a friend after a class, despite instructors and clients posting similar photos online. I was reprimanded for being late yet I’ve watched others warmly greeted when walking in late. This inconsistency and lack of communication left me feeling targeted and judged.

When I emailed management, they initially apologized and promised to follow up. They never did so I had to. Then the lead instructor got involved and made things way worse. She lied multiple times in emails, first denying anyone emailed about me (contradicting other staff), then claiming I was personally emailed about phone policies in April (which I never saw) because I never opened an email that was sent to everyone regarding phone usage. She refused to send proof of the mass email she referenced and later changed her story, accusing me of texting during class based on camera footage. If this was such an issue, why wasn’t I informed earlier? I explained I was dealing with personal safety concerns and had to text during class once in April.

I missed several classes due to this incident and the time spent trying to resolve it. I was only offered compensation for missed classes I had already paid for and nothing for the actual incident as originally promised. I suggested being refunded for October since I hadn’t attended or being charged for 8 classes instead of unlimited, using the credit for a fresh start in November. She refused all reasonable solutions and instead canceled my membership without my consent, booting me from future classes. I raised concern about this and it ended with her suggesting an in person meeting which I agreed to but she has since ghosted me.

Adding insult to injury, my husband had to visit multiple times to collect referral rewards they not only initially refused to honor but lied about the amount on. The lead instructor made shocking, unprofessional comments about me to him, including false claims that I answered phone calls during class (which I’m wondering why she doesn’t pull the tapes on that), that I asked for $400 in compensation, and that the receptionist “did nothing wrong” (even though she was supposedly written up). She also said, “We have 520 members, so we don’t care about 1,” and complained I only brought in 2 referrals, despite the fact that they apparently limit customers to 2 referrals. We were refused contact with the owner, who we believe wasn’t told the truth about this situation.

I’ve since joined Pinecrest CP, and the difference is night and day. They’re generous, accommodating, and appreciative of members. The studio is bigger and nicer, with several amazing instructors. They even gave me a free pair of socks for my check-ins and $50 per referral. I can also visit any CP location. Interestingly enough, I learned Willoughby CP was removed from the franchise due to noncompliance—which is unsurprising given their severely poor management. I’m thankful for this experience because it led me to a much better studio and experience. Courtney is the only thing that made this place worth coming to, but after this experience, I wouldn’t recommend...

So many things wrong....

I took a free intro class, i talked to 3 people in person for information and 1 person over the phone for information to make sure i knew what i was getting into. Not a single person, even the one that signed me up for classes told me that these classes were on auto pay and taken out automatically. So that was a fun suprise one day.

I asked 2 people specifically if the classes i paid for could roll over to the following weeks or months if i dont go every week since i have medical conditions that hold me back from exercising from time to time, both yes said no problem. Then i was charged for 4 classes, attended 1 class, then all my other credits i paid for to sign up for classes dissappeared.

After finding out points 1 and 2 the hard way, i decided this program is not for me and called to see if i could cancel and get refunded as at this point i had been charged about $230 for 1 class. I was told they dont refund.....so im SOL but they can cancle my account so that i would no longer be charged. I said fine, it is what it is but atleast we are done.....

About a day later i get an email from the manager saying that if i want to cancel i will be charged ANOTHER $100......to that would end up being $320 now that i paid to attend 1 whole pilates classes. I said fine whatever i just want to be done with this.

Then i get an email a couple weeks later saying my auto pay didnt go through so i would be charged a $20 late fee.......

The only thing i can think of to do now is cancel my card from the bank and get new which is extremely inconvenient but i am not sure how else to quit this place once and for all. Hope others have a good experience here because i sure didnt and never plan to set foot back...

I joined Club Pilates in January 2024, and it has been an incredible experience! I've gained so much knowledge and made amazing progress thanks to the fantastic instructors. I genuinely look forward to every class, especially with Melissa. Her precise training techniques and clear explanations make all the difference. Her classes are challenging in the best way, pushing you to discover your strength and capabilities. The results speak for themselves—I’ve noticed increased muscle tone and remarkable flexibility for my age group.

In the past, other fitness classes led to back injuries, and my physical therapist recommended Pilates. I was skeptical, but it exceeded all my expectations. Now, I’m completely hooked! Coming to Club Pilates every day is a highlight, not just for the workouts but also for the wonderful camaraderie among everyone in class.

A huge thank you to my other instructors: Micky, for honing my form, especially with planks; Amber, for always encouraging me to take exercises to the next level; Erin, whose intro class convinced me to join and whose upbeat energy keeps me coming back; and Courtney, whose humor and creative challenges make every class both fun and rewarding. I’m consistently amazed at what I can achieve after leaving your sessions. Thank you all for creating such a positive and inspiring...