I hate leaving this review because my mother and I genuinely loved the instructors and classes at…read morePowerhouse Pilates. Unfortunately, the way management handled this situation completely changed our experience.
We each paid $300 for a 30 class package that showed a 54 day expiration in the app. In reality, we had roughly two weeks to use all 30 classes because the package was tied to a Summer Challenge ending around Labor Day. After purchasing, we even told two instructors, including the owner, that we were nervous about completing 30 classes in 54 days because we were brand new to Pilates. No one mentioned that we actually had only about two weeks.
I don't think a 30 class package should have been sold that close to its deadline without clearly communicating the terms. Even a quick call saying, "This is for a challenge and you only have X days left. Are you still interested?" would have prevented this entire situation. I would have purchased the monthly unlimited membership instead.
What disappointed me most was how management handled it afterward. It took over two weeks, unanswered emails, an in person visit, missed follow ups, and finally an Instagram DM just to get a real response. I understand people are busy, but even "we're working on this" would have gone a long way.
We weren't asking for a refund or anything free. We even offered to move the unused classes to the next challenge. In the end, Amina offered five class credits, which would have been a nice gesture initially, but after weeks of chasing a resolution, I was too put off to want to use them.
We loved the instructors, loved the classes, and I was ready to become a monthly unlimited member. They didn't lose us because of a miscommunication. They lost us because of how management chose to handle it. This is ultimately why Powerhouse lost me as a customer, and unfortunately, I will not be referring anyone to this business.
RESPONSE TO OWNERS COMMENT:
I appreciate the response, but I think it misses the main point of my review. I never claimed the expiration date didn't exist anywhere. My concern is that the app we were using showed 54 days, and even after we specifically told two instructors, including the owner, that we were nervous about completing 30 classes within those 54 days, no one told us we actually had roughly two weeks.
The bigger disappointment was how difficult it was to get anyone to address the situation. As acknowledged in the response, communication could have been better. The five class credits were eventually offered after weeks of following up, and by that point the experience had already changed how I felt about returning.
I understand the studio stands behind its terms. I stand behind my review of my experience. Clear communication at the time of purchase, or simply handling the concern promptly and with some understanding, could have prevented all of this.
