Premier Pilates & Yoga

I attended classes here 1 to 3 times a week for just over 14 months. Adrienne is a phenomenal instructor. Super knowledgeable and really pushed me. I loved it 100%! But the customer service was jaw droppingly horrid. Things like, while I am standing in the cold waiting to be let in, they send an email to cancel my class, as if they don't have a number to call or text. Who checks personal email from their phone all day?!? Mind you, I must cancel at least 24 hours in advance but they can just be a no show. Removing me from classes or making it hard to schedule in general. The attitude when trying to get anything done was unbelievable.

The final straw for me was when they had a promotion and I purchased 2 packages, after getting in writing the terms that the packages could be used on 2 types of classes, could be started anytime and the expiration on them would start when each package was started. Pretty much immediately after buying I was told I could use the package on only one type of class. It was that sort of thing, having to always remind them of what they said and then hearing some excuse about why I am wrong. Soon after they decided to assign a random expiration date to the packages. This is a bait and switch. I had work travel coming up so I would have lost some of these classes, which aren't cheap. Most of the really awful treatment was from the office manager, Linda. (The same Linda who leaves 5 star reviews as if she is a customer). Adrienne didn't seem to have the customer's back or much concern about how her business was treating their loyal customers. In fact, when I expressed to her how frustrated and fed up I was and how much I wanted to continue with her and even felt like we had developed a friendship, she sent me a scathing email telling me to take the classes I had purchased and not come back, and attacked my character. Eventually I tried to take my last package. They first were insistent on shorting me one class. At that point, I reached out to the county consumer affairs office for help. They then agreed to give me all of my classes but straight up lied to me saying the Mindbody app had a bug that was preventing me from scheduling. I chatted online with Mindbody customer service and they sent me a screenshot showing where Premier actually checked the box to block me from scheduling. At that point they finally agreed to a partial refund. I was out some money but glad to get the help. I am going with 2 stars cause Adrienne is truly amazing at Pilates instruction and I am doubtful you can find better. Her training and attention to detail really show. I have struggled to find someone with the same classical experience and skills. But I can't recommend the business. I seriously thought I was being punk'd or set up on a camera show at times. The level of rudeness and unprofessionalism was indescribable. I didn't know whether to laugh or cry, and over the 14 months, I did both. Unfortunately, I wasn't the only one.

Edit to add that while Adriene is correct, I have not attended since 2017, it was in 2019 when I finally got refunded through consumer affairs. What motivated me to review now since Google recommended I do so, was two fold - seeing a fake review from Linda Spackman and hearing of another person's experience after I had recommended the place. I can't speak to what she feels is incorrect.

Terrible place.

Called about prices, got asked if I "Knew how to use Google". That is NOT how to run a business. As like everyone else said, super rude customer service. DON'T waste your time here.

how do you have a fitness studio with no front desk?

called twice already and it goes to someone’s phone…i would like to try classes. i’m not sure how i would go about doing that if the website doesn’t work, nobody answers the phone, and i’ve never seen anyone go out or in. i saw a communal class offered once and thought about trying it for myself….. but that’s not exactly possible.

also all the bad reviews? it’s weird to be SO defensive of bad customer service and not having someone available to do intake. how do you go through all this “training”, but during hours of operation your business can’t be contacted?

I called to ask about pricing and get more information about the studio. I was thinking about joining and taking classes. The person that answered was so rude and instantly made me not want to join. They need to learn about customer service.

I called to inquire about Pilates classes for my girlfriend and the person who answered the phone was so pretentious and rude. Maybe you should have your front desk person sign up for some basic customer service classes. Needless to say my girlfriend will not be going here for classes.

After multiple attempts to schedule a session I finally got a call back from someone. The person was rude, had no clue about professionalism, or business ethics. Told me to go online and check the schedule. I did not follow through as I definitely did not want to meet such a ill- mannered character.