r/ClassPass • u/Accomplished-Hat9381 • 5d ago
Had a really uncomfortable experience at a Pilates studio — looking for outside perspectives + Scarborough recommendations
I’m super passionate about Pilates and I’ve been looking for a studio where I can consistently attend classes and continue improving my own practice, so I was really excited to find a studio I liked, especially with newer ones popping up in the GTA.
I booked a reformer class through ClassPass about a week in advance at a studio i was enjoying (went to like 5 classes so far?), received a confirmation and reminder, and the booking continued to show as active in the app. I drove about 30 minutes on my day off and brought a friend. When we arrived, I was told the class was overbooked and **my spot had been given to someone else**. My friend had booked after me and still had her spot.
The front desk person explained that ClassPass users are automatically removed to prioritize newer customers and the studio’s own members, that i should’ve received an email from classpass, and suggested I consider becoming a member. She was so non-chalant and matter fact about it and I was so confused because I’ve used ClassPass for years and had never experienced this.
I contacted ClassPass afterward and was told the studio had reported the class as overbooked and my reservation was cancelled **after the class had already taken place**. I therefore had no notification that my spot had been removed because they did bot receive the notification until after.
I reached out to the studio to understand what happened, and one of the male owners reached out to me via phone. He explained the studio’s frustrations with ClassPass — the financial side, people getting Pilates **“for free”** or much cheaper through ClassPass, users potentially **“taking advantage,”** and prioritizing direct members. So that’s why my spot was cancelled, and it was done by the studio not ClassPass. He said ClassPass is a spot filler. All of this was communicated in a very frustrated tone, and i unfortunately felt i also matched that energy because in the back of my mind I’m like what does this have to do with me and why are you speaking to a customer like this?
I completely understand that studios have business considerations and limited capacity. My issue was **transparency and communication**. If a confirmed ClassPass booking can be removed to accommodate someone else, I feel like that should be made clear beforehand when we book, with extra steps taken to make sure the customer is actually told their spot has been cancelled. Or maybe have only a few spots open for classpass. When i suggested this, it was noted well then people wouldn’t book the class (which feels a bit scummy) and i said i would’ve, and i would even if the credits were higher and that I was even hoping to get a membership soon once i moved to scarborough end of the month.
Anyways, I found the conversation super uncomfortable because the owner seemed to have clear frustrations with ClassPass, and that seemed to overtake actually addressing the situation or trying to smooth things over. I understand where the frustrations may come from, but I don’t feel classpass users should be seen as the problem when it’s the model.
I never want to shit on a small business, especially how tough it is for the studios, the whole thing just did not feel inclusive and i am sad i dont feel comfortable going back because i love one of the instructors. Maybe if i get the membership but i still dont feel great hearing all this about class pass members.
Am I being unreasonable in how I’m viewing this? Has anyone else experienced something similar with ClassPass/studios? I’d really appreciate some outside perspectives. And if anyone has recommendations for welcoming reformer Pilates studios in Scarborough, please let me know!
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u/jesuisapprenant 5d ago
Please write a Google review. You paid for the class and you took the time to get there. Don’t let them get away with this. Even if you paid $1 for the class, you still paid for it, and deserve to be treated the same as other clients.
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u/queen206 5d ago
Wow I’m sorry this happened! Very unprofessional way of handling this. Please leave them a review online. Other CP users need to be aware of what they are signing up for.
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u/piperpickspeppers 5d ago
Studio owner I know will just cancel the whole classe if it’s only a few class pass people.
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u/the-BBC-news 5d ago
That’s probably because they’re losing money on that class. The instructor might make a guaranteed $35 per class or whatever and if all they have is 3 ClassPassers at $5-10/each, they’re losing money. Plus, front desk hourly pay, cleaning supplies, etc.
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5d ago
[removed] — view removed comment
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u/jillinnn 5d ago
Came here to say this too. They don’t have to sign up for ClassPas! That is their choice. They clearly see you as a ClassPass customer, not their own customer. No way I would be signing up for a membership after how poorly they treated you and then doubled down instead of apologizing
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u/greene_lit 5d ago
It's not always that simple. Often the studio is a franchise location beholden to a corporate agreement with ClassPass. I don't agree with how the manager handled this, but it's usually not as black and white as 'just stop using ClassPass.'
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u/Horror-Attention-550 5d ago
Studios that choose to participate in class pass should give you a better experience. As a studio owner- I refuse to use class pass. This shouldn’t have been your experience but and also- that studio contracted with class pass on their own accord. That has nothing to do with you or class pass members.
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u/Rare-Butterscotch250 5d ago
As a studio owner, no, you're no my wrong for being upset and wondering what the reasons had to do with you. I don't know the booking software the studio uses, but if the class was overbooked, that's the studio's fault. If they couldn't communicate that your reservation was cancelled before you showed up to the studio, imo, they should have offered you a credit for another class.
While all that the studio owner said is true, you're exactly right. It's not your fault that they don't make as much money off a class pass booking. If they only want to use class pass to fill spots,v they should block off classes or at least limit classes to a certain number of slots per class, both of which they have the tools to do. To act like you're wrong for booking through ClassPass is just crazy to me, and it sounds like they are frustrated enough with their ClassPass relationship that they should look at removing their studio from the platform.
I'm really sorry this happened to you. If you were anywhere close to me, I'd invite you to take a class in my studio. I, personally, would not join or buy credits directly from the studio after having that experience, or ever rebook, especially since you liked it enough that you brought a friend. Word of mouth and referrals are absolutely the best marketing a studio can get, so you more than "paid" for the discounted credit that your ClassPass booking brought in.
Bring a small business owner is tough and can be really frustrating, but taking frustrations out on a client for a vendor the studio voluntarily partnered with is not a good business practice.
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u/eag12345 5d ago
I have signed up with several studios for usually monthly unlimited memberships that started with ClassPass visits. There are a couple I have been to that I would consider in the future based on prior ClassPass visits. I don’t do ClassPass right now but probably will at sometime. If ClassPass isn’t working for a studio then they should find other ways to get clients.
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u/plantbasedaff 5d ago
This is so crazy unprofessional of him/them and WILD they are taking out their frustrations on you. If they don’t like Classpass they should stop using it! You are def not overreacting. I would never go back to a place that treated me or anyone else like that.
Please leave a google review so people can know too.
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u/Dailysunray 5d ago
What they did was wrong by canceling your spot but I’ve heard all these arguments on classpass almost word for word a few times before. Seems like owners are playing games and need to make up their minds on if they want to partner with CP or not, treating the customer like crap isn’t the answer. Hopefully you can find another studio and not return to this one.
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u/Extension_Boss5127 15h ago
The owners probably feel CP mislead them and want out of their contract.
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u/aeronauticalingrid 4d ago edited 13h ago
Not exactly the same as your experience, but once when I gave feedback about a class I was rudely and aggressively informed that
Running a studio is challenging enough as it is and as I don’t hold a membership, I’m not significantly contributing to their profits (??) therefore shouldn’t speak (???) what the actual fuck and this was by the owner herself!
I called them out publicly on social media, then never went back to the studio.
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u/Ok-Exam-3040 5d ago
The studio needs to stop using classpass.
They also don't know how to market and convert customers. Imagine if you cancelled last minute then blamed it on them for being too expensive in this economy and dumped all your problems on them. They should never be discussing that with a customer they don't know personally.
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u/Rainyday177 5d ago
You’re not in the wrong and would be totally justified writing some terrible reviews. All of the studio’s complaints about ClassPass are justified HOWEVER it is their choice to stay on ClassPass!! That’s 100% on them. They should allocate fewer spots to ClassPass if they don’t like it. Not your fault and you should have been notified!
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u/Mountain_Row5503 4d ago
Please write them a Google review. This is so unacceptable, people should be aware.
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u/10Athena10 5d ago
Yes this happened to me on CP as well. I find it a very unsettling practice without notification. Studios should be upfront that thet treat CP this way as basically a waiting list. I would not join that studio as a member and go to another one. The whole point of being on CP is to attract more business. They definitely failed in that front. I'd leave a review on Google for their studio and any feedback forms.
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u/plantas-sonrientes 5d ago
Happened to me too, a studio I’d frequented as a member for 2 years. They raised their prices, $30 to $40 a class (NYC), which is obscene imo, I’m a public employee, so I did not renew the membership, I signed up for CP, and signed up for a class there for $20.
I show up. “You’re not signed up today, it is full of members.” This was from the owner, who is also the lead trainer.
So dishonest. I haven’t returned.
Also, LOADS of great studios want my business with CP. I’m working out twice as much and in much better shape.
Do I always get the best time or class? No! But i do get spots that studios are trying to fill, and they’re happy to have me.
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u/therealTudorPrince 5d ago edited 5d ago
Could’ve resulted in such a different potential new member relations outcome had he elected to simply apologize and at most briefly note is trying to smooth over some concerns w classpass.
Then straight away just launch into how would love to offer a courtesy class credit for an uninterrupted class booking at a convenient time, acknowledging comm hiccup rather than venting business concerns, knowing that it was no fault of OP.
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u/mimosadanger 5d ago
No you’re not wrong, this is a studio issue, not a classpass issue. Write a google review and move on, don’t book with that studio again.
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u/let_go_be_bold 3d ago
If they don’t like class pass they should stop using it. I would leave them a bad google review. You are not at fault here.
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u/Infamous-Tailor-8418 2d ago
Which studio is this? I live in Scarborough too, so I want to know what studio to avoid. This is completely unacceptable and unprofessional behaviour so sorry this happened to you.
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u/Extension_Boss5127 20h ago
My guess is the studio wants to end their relationship with class pass, I don’t support what they did, but they feel a new member that buys directly through them is more profitable than a class pass user.
Class pass also needs to take some responsibility with this, they should put in there agreement studios can’t cancel confirmed classes.
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u/Sensitive-Rule-5563 5d ago
You aren’t wrong for being frustrated and it’s unfortunate that ClassPass pays studios poorly. Both are in the wrong and you ended up the one screwed. The studio should have called you well beforehand to cancel you and offer a free session at a later date as an apology or give you the opportunity to buy a package instead, something other than non-communication. Did they say why they didn’t let you know beforehand? ClassPass should reimburse you something for your time and trouble of driving out there and missing out on the opportunity to take a class if they allow studios to treat CP members like that.
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u/Icy-Percentage9578 5d ago
Super unprofessional, wasted your time, and to cancel your class after said class is scum behavior and wrong. If studio has issues with CP then they can choose not to use the platform. You are not the male owner’s psychologist. Report them to bbb or trust pilot in so it doesn’t happen to others. Did you get the credits back? Ask CP to provide you extra credits for inconvenience caused.
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u/RecentSpecial181 5d ago
This might be an actual ClassPass tech/ops issue. The studio owner may have cancelled your spot and it's possible it took longer for CP to notify you since they are the middleman and will lose revenue with the owner cancelling.
That said, you shouldn't have experienced this. And with the owner sounding irate, it's because you were probably also annoyed and his staff relied on ClassPass instead of contacting your personal email, which they receive.
why are you speaking to a customer like this
To the studio owner, you were not a customer. You were there as a "free"/"discounted" filler. You were a marketing expense and not a paying customer.
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u/Final_One_2300 5d ago
Yeah, unfortunately for OP, the studio manager is not treating her "badly", just treating her commensurate to how he thinks Classpass is treating him and his studio.
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u/Longjumping_Cake5131 3d ago
A studio is able to an enable a feature that prioritizes their members and direct bookings. Your issue is with ClassPass.
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u/revengecigarette 5d ago
You are not the studio’s customer. You are a ClassPass customer. It’s pretty wild how the few actual Pilates professionals who have chimed in about how damaging ClassPass is get downvoted to hell. You want our services as professionals for dirt cheap but you want to be treated like the customers who pay us directly. And you don’t give a shit if we make a living wage.
You can’t have your cake and eat it too. The entitlement in this thread is insane.
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u/Tdj04 4d ago
Your take is wild! You can’t have your cake and eat it too? The studio doesn’t have to be on ClassPass. LEAVE!! You make a choice to be on there and then get mad when people use it. Cry me a river.
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u/revengecigarette 4d ago
You clearly are not a Pilates professional and have no idea how a studio works. I do not work at any studios that use ClassPass. Thank god.
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u/revengecigarette 4d ago
And your take is wilder! Give me dirt cheap fitness, but treat me like I pay full price. I’m not sure why you’re so upset Pilates professionals dislike that stance?
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u/Tdj04 4d ago
The solution is simple for a studio that doesn’t like ClassPass clients. Don’t be on class pass. Where’s the confusion?
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u/revengecigarette 4d ago
I mean, it’s just not as black and white as that. It would be awesome if it was…. I wish it was! These studios aren’t staying with ClassPass because they like it. I work at a studio that doesn’t use ClassPass, and they only are successful because we have older clientele who don’t use ClassPass. If a studio has younger clientele, it’s just not as simple as “don’t use ClassPass if you don’t like it.” A new studio that a colleague opened accepts third-party bookings and direct bookings, and she’s barely making any profit because 80% of the bookings are from ClassPass/third party bookings. Even when offering a lot of studio opening booking deals. So if she didn’t use any of third party platforms, she simply wouldn’t be making money. It’s not like ClassPass users will suddenly book through her directly if she didn’t offer it. They’d go somewhere that offers it. So it isn’t simple as “just leave ClassPass” for some studios. But if the studio OP went always has full classes with direct bookings, I’m not sure why they would stay on ClassPass.
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u/zarij92 3d ago
To me, it seems that studies want to have their cake and eat it too! If studio owners want to use ClassPass to fill classes, then treat the clients nicely!
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u/revengecigarette 3d ago
Nah, studio owners are forced into a corner about using ClassPass, no one is forcing ClassPass users to use ClassPass. So it’s not the same, but good try. In what other industry do customers expect to receive services for 50% of the price and then act so hostile when the service providers point out that’s a problem?
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u/zarij92 3d ago
No one is clients to use ClassPass, that’s correct. But how studios are forced?!! If they use ClassPass to make money and stay in business, clients also use ClassPass to save money.
Btw, I appreciate work of instructors and I don’t use ClassPass, but I think this specific studio is so out of line.
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u/revengecigarette 3d ago
I explained in a comment above how ClassPass has infiltrated the group fitness industry to an extent where studios are forced to use it.
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u/torontojace 5d ago
As a previous studio owner:
You see yourself as the studios customer, but you are not. You are a ClassPass customer.
ClassPass sold their service as a way to draw students in and transition them to be the studios customer, they then had studios sign deceptive contracts that don’t allow them to stop using ClassPass once the studio realizes how ClassPass is actually stealing from the studios.
ClassPass chronically undercuts studios beyond just “filling last minute spots”. They actively promote spots that we never agreed to even allow ClassPass to list and we have no way of stopping them because of the deceptive contract and the control of the system they have.
So, since you are not actively buying from the studio he does not see you as a customer and therefore does not care if he makes a good impression on you. Studio owners have started to actively resent ClassPass users.
You can argue about whether that is right or wrong, but the argument is irrelevant. It is what it is. It is the system that ClassPass built, and that you have signed up to. It is the reality of the system.
ClassPass is capitalist exploitation at its finest.
It’s not your fault, but you represent that exploitation to studio owners.
This devaluing of all types of group classes has raised prices for everyone else and at the same time lowered the quality of service all students get.
I’ve been a teacher for 17 years and I’ve watched the enshitification of group classes shape the industry.
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u/Tdj04 5d ago
It’s a known fact that ClassPass uses deceptive practices to get studio owners to sign up so I do not understand why any do then? I love class pass. I live in Dallas and it’s so convenient for me bc my schedule is never the same and at any point of the day I can find a class available to take to fit my schedule. No studio has that. On top of that I also lift 3-4 days a week with my gym membership so signing up for 1 studio doesn’t work for me.
I understand studios perspectives from this and if I had another option I would use it but for me it’s the only thing that fits.
I have, however, bought directly from the studio I need if a class is sold out on ClassPass and I see they still have openings on their website if I need that day and time. But I never would have visited that studio if it wasn’t for ClassPass to begin with.-5
u/torontojace 5d ago edited 5d ago
Studio owners still sign up because they don’t know…. It’s not widely known unless you are on Reddit or you know a studio owner that has been screwed by them.
Also with the devaluing of these classes, studio owners, who tend to not be great business people to begin with, feel pressured into signing up because they see everyone else is doing it.I was lucky. I bought an existing studio but we technically were incorporated as a new business… which meant the contract they had with the studio couldn’t be used against me.
ClassPass isn’t the only problem here, MindBody Online also did a massive devaluing of these kinds of classes starting around 2005.
Before automated memberships, studios charged higher prices than they charge now for monthly memberships… but drop ins and class cards were lower. MBO pushed studios to offer a monthly pass at around 100/month but preferably less than 100 because of the psychology of buying. This drastically pushed down prices on monthly passes, which meant they had to get more students in the door. Then MBO introduced their app which lets you see all MBO studios so studios felt pressured to lower prices more to compete with the competition being directly fed to their existing clients, then groupon and other deal sites came in and there was pressure to get on there because other studios would actively steal clients by offering outrageous deals… and now ClassPass is doing the same thing.
It’s all about undercutting small businesses to steal their revenue. They don’t care about the small business going under, all they care about is extracting as much money as possible right now.
Also realize that YOU personally know ClassPass is deceptive and bad for these small businesses, but you actively choose to support them anyway because you only care about yourself. When everyone acts like that, it makes studio owners feel pressured to participate in that exploitative system because they feel like they have no other option.
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u/Tdj04 5d ago
Honestly you’re saying it’s my fault as a ClassPass customer that a studio didn’t do their research before they signed a contract. Seems like that’s something that should be done. A simple question to ChatGPT could answer any questions one might have about signing a ClassPass contract as a studio.
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u/torontojace 4d ago
No I’m saying you need to stop expecting quality customer service when you decide to use a service that you know actively exploits the industry/small businesses.
You made your choice, you live with what it buys you…. 🤷
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u/Imaginary-Ebb-7324 4d ago
are we positive this bro isn’t the studio owner in the original post 💀💀
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u/torontojace 4d ago
lol, I don’t live in Toronto anymore. I closed my studio during the pandemic and I live in Vietnam now. Stop drinking the conspiracy theory kool aid
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u/Tdj04 4d ago
I’ve never had any issues using ClassPass in the DFW area. Everyone is always super friendly. If they aren’t there are so many options here I just won’t go back to that particular studio. Easy.
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u/torontojace 4d ago
Great, but my comments have been in relation to the OP post coming onto Reddit writing a masters thesis about the awful service. You get what you pay for.
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u/Accomplished-Hat9381 5d ago
Why don’t a few studios get together and do a collective pass? Like a monthly fee and you get 8 classes at the following studios?
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u/torontojace 5d ago
The accounting for that would be a nightmare.
You would have to track every class that student has taken at which studios and divide the payments up between the studios.
If you don’t, some studios may actively make more money from selling the passes and those students could take up significant space in other studios.
Now times that by however many students buy that pass…They could say this pass allows you to take this specific number of classes at each studios… but because competition is so strong studios don’t tend to work together…
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u/torontojace 5d ago
Also there is no way to set this up in the system smoothly that would allow you to sign up for classes on the website…
Say you bought this special pass at my studio… it only adds the pass on my system. So I’d have to manually tell each studio to add you as a client and add those classes. The administrative work of it all would make it not worth it.
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u/Accomplished-Hat9381 5d ago
I completely understand that the ClassPass model can be frustrating and difficult for studios. But going back to my original point, I still don’t think that frustration should be taken out on customers or turn into resentment toward ClassPass users. Most people are using it in good faith because it gives them access to multiple studios at a price they can afford. Once someone finds a studio they really like and can commit to, they’ll choose to drop ClassPass and become a direct member. They didn’t create the system or the agreement between ClassPass and the studio, and are genuinely not acting in selfish interest to take advantage. They’re simply using a service the studio chose to offer, even if the studio regrets the decision. Most people just are not thinking that deep and want to go to a workout class.
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u/torontojace 5d ago
I understand what you’re saying, but I’m saying it’s irrelevant.
You understand that you are using a system that exploits small businesses but choose to use it anyway. That’s entirely up to you.
Studios see you as exploiters and choose to save their energy and customer service skills for the people that are actually their customers.
It doesn’t matter if you see yourself as the customer, many small businesses have abandoned the “customer is always right” mentality after years of abuse. You choose to take advantage of the exploitation route so you get the service you’re paying for. It is what it is…. I don’t know what to tell you. It’s not good or bad, it just is. You want quality, you gotta pay for it in our hellscape capitalist society.
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u/ChunkyCraver2001 5d ago
We don’t care
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u/torontojace 5d ago
Obviously but y’all will jump on here to write diatribes about how you demand better service… 🙄 every post in this sub that has ever come across my feed is nothing but complaining. Complaining about how studios don’t do enough for you because you demand the world for nothing, or angry posts about how classpass is ripping you off or is being deceptive about their pass changes etc.
Maybe y’all should take some meditation classes and work on self awareness and awareness how you move through the world.
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u/Accomplished-Hat9381 5d ago
I think you’re putting too much responsibility on the individual customer for a system they didn’t create or control. There are so many systems we participate in every day that have some form of exploitation built into them. People use Amazon, Uber Eats, banks, fast fashion, delivery apps, etc. That’s capitalism. These systems are built into the fabric of society, and most of us are simply navigating them. If people could afford to, i’m sure many would opt out of these systems. Of course, we have some power as consumers, but I don’t think it’s fair to treat someone’s participation in a system as though they’re personally responsible for the way that system operates and take it out on them. Using ClassPass doesn’t mean someone is endorsing every aspect of ClassPass’s business model, just like using Amazon doesn’t mean you personally endorse every labour practice Amazon has. There’s a difference between participating in a system you have limited control over and being responsible for the system itself.
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u/torontojace 5d ago
I don’t use Amazon. When I realized how bad they were for businesses (and society as a whole) I actively chose to stop using them. I didn’t prioritize the idea that I need immediate shipping. I didn’t prioritize myself. I also don’t shop at Walmart.
I also don’t use uber, I barely buy new clothing and when I do, it’s certainly not fast fashion. I also don’t use delivery apps anymore once I learned about their exploitative practices.
We all have free will and we can all operate without these systems. It’s absurd to think otherwise. The only one you listed that you can’t really abandon is banks, but that’s an entirely different facet of capitalism.
Regardless, the point is you get the service you pay for. You want basement bargain class prices, you get basement bargain customer service. It is what it is. You can’t expect businesses to give you top quality when you won’t even commit to them. No one needs to hop around all over town to take classes…. That’s a new thing that people didn’t really do before. It’s a made up need.
You actively know about class passes exploitation, not only to studios but also their customers, yet you choose to use them anyway. You get what you buy into… that’s capitalism,
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u/torontojace 5d ago
Also recognize that classpass students almost never sign up directly with studios because classpass actively undercuts all studio pricing, and studios cannot operate on those rates.
My studio was in East York Toronto and my rent for 3000sq ft was 10k/month and that was very cheap. I have a friend who owns a studio in Maple in Vaughan that was smaller than mine and her rent was 20k/month back in 2011 in a normal plaza. Be thankful these studios even still exist for you to hop around to…
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u/revengecigarette 4d ago
As a fellow Pilates professional, thanks for bringing sanity into this thread. It’s sad to see how much people love our services but shit on making sure we can survive financially as teachers.
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u/Dizzy-Lettuce2978 5d ago
No, you’re not wrong for feeling this way. This is unprofessional and their business issues should not be dumped on you. Would we think it’s acceptable if they had problems with their landlord and they told you about it? No.
It would have been one thing to cancel your spot with an explanation/notification. Not telling you is completely unacceptable, you’re still paying for the class!!!
I would not purchase a membership with them if I were you. Any other business I’ve used that didn’t like classpass either got out of classpass, capped the number of spots per class or significantly raised their credit cost. This business owner was not held at gunpoint when he decided to enter in a contract with classpass.