I was literally the first person to review Club Pilates UTC on Yelp over 3 years ago, and I gave…read morethem 5 stars. That's what makes writing this now even more disappointing. As of the end of this month, I will no longer be a member, and here's why.
First, hygiene is a serious issue. The studio is consistently unclean and only gets properly addressed after repeated complaints. There are ant and roach traps in multiple corners, which speaks for itself. Over the years, I've raised concerns--politely and alongside other members--and only then does anything get cleaned. It shouldn't take persistent complaints to maintain basic standards.
Look up at the vents and you'll see heavy dust buildup on the AC filters. This has been brought to management's attention for months, yet nothing changes. Meanwhile, the floors often have visible hair and dust, and mirrors are covered in fingerprints. When they do clean, they use overpowering, chemical-heavy products, which feels counterproductive in a space meant for health and wellness.
Instructor quality has also declined significantly. Several excellent instructors have left, and the replacements have been inconsistent at best. In one class, I was introduced to a move that felt unsafe. When I asked about it afterward, the instructor said she found it on TikTok. That alone was alarming.
There have also been repeated instances of instructors teaching while visibly sick. I've personally had to leave class multiple times to avoid getting ill. Only after strong complaints did this change--and now it's replaced with last-minute cancellations. On one occasion, I was already in the parking lot when I received a cancellation call. No credit was offered, despite the inconvenience.
The turnover rate of instructors over the past year has been extremely high, and it shows in the declining quality of classes. Cancellations are often announced at the last minute, sometimes right at the scheduled start time, with no clear accountability or compensation.
The final issue that pushed me to cancel was being charged a $15 no-show fee--despite never having missed a class. When I reached out, I initially received no response. After multiple attempts, I was connected with someone identified as a VP, who claimed I had been refunded 5-6 times in the past six months. When I asked for specifics, only three dates were provided over my 3 years as a member, and the rest were never clarified. That lack of transparency was unacceptable.
I ultimately contacted my credit card company to dispute the charge. After I explained the situation, they were surprised at how it had been handled and agreed the charge was erroneous. The fee was refunded, and they indicated they would follow up with Club Pilates directly. If a business is willing to lose a long-term customer over a $15 charge--and handle it this poorly--that says a lot. It's a shame it came to this.
At this point, it's clear that member experience is not a priority. Between the cleanliness issues, inconsistent instruction, poor communication, and questionable billing practices, I can no longer justify staying.
There are many well-run studios out there. If you're considering this one, I recommend taking a close look at the environment, the instructors, and how concerns are handled before committing.
