I saw this statement on another review and I cannot echo it enough. " Until Club Pilates East Chester addresses its poor communication, inflexible schedule, and wildly unprofessional management, I cannot recommend this location to anyone." Not only is scheduling ridiculously inconvenient, the freeze and cancellation process is as well. When I first started Pilates (the intro class), the GM, RJ, tried his best to present as a guy who is just such a "girls girl" (red flag #1). When questions were asked about the freeze and cancellation process, he glossed over it saying things like, "oh girl, its so easy. After the first 3 months, just let us know if you want to freeze or cancel and we can get that done for you. There are no fees for cancellation or freezing." Here's what he didn't share. When cancelling, you have to request a link, fill it out at least 2 weeks before the next billing cycle and RJ is sure to freeze your account 14 days BEFORE the next billing cycle which doesn't allow you to use all your classes even if you already had them booked and you've already paid for them. With cancelling, same thing. Once it is processed, you lose those classes. So that 30 day notice you have to give them (aka the amount of time before the next billing cycle hits your account) means that you pay your monthly subscription and then can't use what you just paid for. So there is technically a cancellation fee and a freeze fee because you can't access the classes you've already been charged for.
That lack of transparency wasn't even my last straw. Here's what has pushed me to make this review and ultimately go through the hassle of cancelling my membership. They keep your card on file and can charge it for any one time purchase at any time. So, that's what they did. An employee charged my account for a small and medium tank top (I am 5'10" and 215 pounds). Once I saw the charge (4-5 weeks later) I mention it at my next class thinking easy peasy, they will apologize for the mistake and refund my money. NOPE. They say sorry, I see the charge and I understand why you wouldn't have made that purchase. Only RJ can issue refunds so I will leave him a note. A week goes by, crickets. I call again. Another week goes by, still crickets from RJ. I call again and say at this point I'm considering the charge intentional and fraudulent since he's refusing to call me back over this 3 week span and I know he's been at the location because my friend has seen him at her classes. Well once I leave THAT message, he magically calls me in 2 days, says he won't refund the charge, it's a "he said she said", and I'm not beyond the return window. $78.66 in tank tops that I've never seen or tried to purchase. This guy bops around in his expensive car and can't even refund a customer who was incorrectly charged. Not call them back until at least 3 weeks has gone by to ensure he can use "policy" to deny a refund.
PLEASE PLEASE PLEASE believe these poor reviews because they are accurate. If you are banking on never having an issue, go ahead and sign up. But beware that the minute anything goes slightly awry, RJ will ghost you, at least one receptionist will give you an attitude about it, and you'll have to deal with disputing charges through your bank. SMH. read more