Wish I could give 0 stars. I got injured in a class and had to have rotator cuff surgery. I put my membership on hold until the doc released me. Up until that point, I loved the team there, took classes for nearly a year and found that club pilates was very accommodating with my class credits so that I could go overseas on vacation, book classes after an illness, or book after a business trip, etc. Fast forward to reentry into my monthly membership less than 60 days ago. Initially, I could not book any classes because they were all FULL. That made my credits expire - I called to request that they be rolled over so I could use them citing that I could not book the classes since they were full, for a 3 week period which made my credits unavailable to place on a future class and then subsequently, expire. (I put myself on the waitlist for some and never got in. I prefer to have a set schedule, anyway, so I limit the waitlist classes.) I don't know anyone that finds sitting around waiting for a phone call 5 mins before a class starts as a convenient way to plan for their fitness. I certainly DO NOT and even if I were ready and standing by, I am 15 mins without traffic just to get to the studio. After playing phone tag, I got the new GM on the phone. She was surface-professional. The type of professional that hides her unwillingness to assist someone. After immediately telling me that "they don't move credits"...... and after I didn't just swallow this "policy" block, she insinuated that she just needed to examine my schedule and assist me in finding classes that work for me, then she mentioned pointedly that the premium membership allowed booking more classes. I am at the top end of my budget with a $200 per month price tag and recommending more $ when I am not getting the benefit of my 8 classes a month right now, is ludicrous. Long story short, I got angry at her refusal to listen and her unwillingness to accommodate, and said "damnit, just move the credits up... I don't need assistance with my schedule- are you kidding me?" I was not being heard. She immediately cited that she did not have to be cursed at - (EYE ROLL at the dramatic response to this sentence) Furthermore, she then hung up on our call. I sent an immediate email to cancel my membership but not before she preempted my email and cancelled the membership stating that "based on our communication, she thought it best". (again, very dramatic response to what occurred) Perfect! I win! BYE, Felicia. So for those of you looking to spend a ton of money on Pilates, I do not recommend this studio - keep looking .. there are so many out there that really care and will work with you. GREAT JOB, Nneka Kpaduwa, on keeping customers. read more