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Business Profile

Exercise and Wellness

Stretch Zone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/13/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was contacted today from a representative from StretchZone in ******************. Please note that I am in **********, ******* and my complaint is with the StretchZone in **********, *******.

    Business Response

    Date: 01/13/2025

    Dear Better Business Bureau, 

    Thank you for reaching out. In the case of **** ******** account, he started his original program at Stretch Zone around 2/16/2022. His program was a 12 week program at the frequency of 1x per week. After the 12 weeks concludes, we have a discussion about if the client would like to continue on the same program frequency of 1x per week. This client agreed and would go on to sign 4 new agreements under the same frequency of 1x per week for 12 weeks. On September *******, Stretch Zone reached out to **** about wanting to continue on the same 1x per week frequency. Once **** agreed, we then adjusted his program to charge $220 every 30 days until he would like to discontinue the program. Since that conversation, **** has been coming into our studio on a consistent biases with no complaints of charges or program questions until this month. With all of our programs here at Stretch Zone, you must give a 30 days notice to cancel any programs. The cancellation process is done through our client portal where the client is able to submit information on the reasoning of there cancellation for our studio to gather useful data. On January 8, 2025, **** talked to one of the studios practioners about wanting a refund for 2 of his payments (August 18, 2024 and September 18, 2024) and he stated that he had told the practioner in August that he wanted to freeze his account before the trip but we have no evidence of that conversation. The client was then called by the general manager of the studio to discuss verdict of requesting a refund the next day January ******. The client demanded a refund for the 2 months previously mentioned and then proceeded to hang up after the refund was not going to be granted.

    Customer Answer

    Date: 01/13/2025

    Deceptive billing. Excessive hoops to cancel. These people get a hold of your credit card and grip it like a pit bull. They faithfully charge you every month. If you come in every week they charge extra because there are extra weeks every few months. In order to cancel, you have to go through loops of hoops. What theyre doing should be illegal.

Stretch Zone is NOT a BBB Accredited Business.

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