Club Pilates

Julee Jiang

a month ago · ★ 1

If I could give 0 stars, I would. HORRIBLE customer service and management. My friends and I arrived slightly late to our class due to a road incident and were rudely turned away at the door. This was our very first Club Pilates class, so we genuinely weren't aware of the 5-minute late policy. While we understand that policies exist, we were disappointed that no consideration was given to the circumstances or the fact that we were first-time customers. The employee at the front insisted that we had received emails about the policy, but none of us did. Rather than explaining our options or offering to help us reschedule, she simply closed the door in our faces. We also tried calling the studio multiple times beforehand to let them know we were running late, but no one answered. Afterward, we called again and even sent messages hoping someone would follow up or help us resolve the situation, but we still received no response. It makes you wonder what the customer service staff are there for if no one ever picks up the phone or responds to customers. What makes this even more disappointing is that my friends and I were genuinely excited for our first class and were planning to sign up for more in the future. Instead, our very first interaction with this studio ensured we'll be taking our business elsewhere. We'll be going to Solidcore instead, where they offer a 10-minute grace period and, from our experience so far, have been much more welcoming. Policies are one thing, but basic customer service and empathy are another. If you're looking for a studio that values its customers, I'd think twice before coming here.

Antoinette Salom

2 months ago · ★ 2

The studio felt cramped and cluttered,reformers are super close to eachother and I wasn’t too keen on the dim lighting. The initial sign up for intro class was easy. Only issue is that they call, text, and email you ALOT before the class. The phone call that I received prior to the intro class was to remind me about signing the waiver, and ask questions about my workout history and goals. I mentioned that I currently go to another Pilates studio and the tone of the woman on the phone changed completely, kinda felt judgy. Overall, I won’t be joining this location. Was hoping for a better experience given how big the company is, but that’s alright :)

Henry Yee

4 months ago · ★ 4

Love the instructors there, they deserve 5 stars. But the management team need to up for a change. If I could I would give ZERO star. The top 1 issue is the unfair cancellation penalty!Even sign up with unlimited membership but the classes up for sign up are not available until like 2 or 3 weeks later. I got numerous class cancellations when I was on my way to studio, or about to head to studio or wait at the door of studio. I understood we all human and have family emergency, out sick etc. Even I am upset cause I set aside the time to class and got cancelled in last min is upsetting, but i understand. But when it comes to us, when I am sick, injury before class, I called the studio to tell them the issues . They promised will take care of it and waive my penalty. But next day $25 charge for no show! I called studio and was told have to let owner handle this and that is the end of it. I have very good record to attend classes on time and just when I am sick or injury the day of the class, can’t they make any courtesy adjustment , instead studio just slap $25 penalties on your account. Yet they keep texting and calling to ask you to join their annual membership??!! I am looking for a new Pilates studio which has better policy and more humanize attitude for their clients UPDATE: the general manager from the studio contacted me. Thank for that cause I feel they do care how we the customers feel about the studio policy, and some leniency for unforeseen emergencies we may have. I do agree the cancellation policy should be installed to protect the study and customers, but how to execute them should be case by case with different measurements for different situation. No hard feeling, I also have shared my opinion of improvement with studio manager. Like I said I love Pilates and enjoy my me time there.

Stone Love

a year ago · ★ 5

I love Esperanza! Club Pilates in Union City & Fremont has literally changed my life! I have been taking classes at this studio for 3 years. I’ve taken over 1000 classes to date. The GM is exceptional! The staff and instructors Tammy & Roberta & Elaina have always been welcoming and encouraging towards my fitness goals. I appreciate Club Pilates. Because of my experience with them, I have decided to take the Teacher Training Program to become an Pilates Instructor. I received my Comprehensive Pilates Instructor Diploma yesterday!

S Bondale

5 months ago · ★ 1

The deserve 1 star since their trainers are good (not consistent with one another but good). As a business these guys are predatory. You will always get trial class easily, then they tell you “no matter your work schedule you will have spots in classes” so you sign up, lock in for 3 months. unless you try and sign up for evening or weekend classes a full month in advance, you will be waitlisted. Off chance that you get off the waitlist, it’d be an hour before the class - imagine you at work, driving back, You have to scramble and get to the class. Then you call and the person on call says this thing - this 8 classes program would never have worked for you, you should have signed up for unlimited classes. Great! I plan to take 8, classes a month, I should still pay for unlimited. Then she goes on to say, if you did not get classes you wanted, you should call - we will get you spot and tips and tricks! Seriously? I have to call, be friendly and then you give spots? 5 months and max 10 classes later, I sent my cancellation request yesterday.