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. An instructor apologized to me afterward, but the damage was done.
The situation spiraled further. I was accused of taking videos in class, which has never happened, though I post 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 it to anyone. read more