10/15/2009Provided by Citysearch -
Great gym, Great work out, Great Trainers... so why the 1 star? Terrible administrative problems.
I signed up for the month unlimited package and specifically clicked DO NOT REBILL. In that month I brought multiple friends to the class that also signed up (again - the class is INCREDIBLE). End of the month comes and what do they do? Charge my card.
Now here's the problem. You can never reach ANYONE at this gym. Not on the phone and barely ever on email - turn around time about 2 days if you get a response.
They charged a card I had only used for bills making my four tiny direct payments to my phone bill etc. declined. Four overdrafts later Sebastian finally writes back and says he reversed the charge. However, my bank - bank of america will not refund them. Mind you I had plenty of money in for my bills- but not the gym payment.
As a repeat customer, a person who brought a lot of people in and was a net promoter- I excpected more. He was responding rather quickly so I asked - please call so we can discuss this, this is bad customer service. He ignored that email and has never called- sticking me with the bill. Pretty low if you ask me especially since he had no permission to use my card in the first place and it was FRADULANT.
BEWARE OF PILATES PLUS- they make you pay beforehand but offer no customer service or mutual respect!