Complaints

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• Initial Complaint

  Date:01/12/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 signed up for a stretch membership with Suntree Stretchlab on 9/1/2023. General Manager at the time, AM reviewed the contract with me verbally (I was not able to see the contract as they had a small digital screen for me to sign each section while he verbally told me what I was signing). The stretch lab was not yet open but ******* told me they would be open for business by mid October at the latest and he believed it would be much sooner. By 12/31/2023 , the business had not yet opened and I emailed them 12/1/2023 to cancel my membership and refund my money since they were not opened when I was promised they would be. I no longer had the health concerns that need stretching since it has been 3 months and I had to go somewhere else for help. I received an email back from the new general manager ********************* (I was not notified that they had a new general manager) stating I could not get my $159 back since the contract I signed stated 3 months before I could cancel. It has been over 3 months so I feel they did not uphold their end of the contract and I should be reimbursed. No where in the contract does it say I have to pay the $159 fee but the membership will not start until the next year.

  Customer Answer

  Date: 02/12/2024

  I filed a dispute with my credit card company and they refunded me the total amount stating I was not responsible for these charges.  ************ is stealing people's money.  I hope more people dispute their charges. Thank you for trying to help. 

  Business Response

  Date: 02/15/2024

  Hello:

  ******************************* attended a pop-up marketing event where she received a free stretch and reviewed our membership options. She signed a 3 month contract at the pop-up event -- this is while we were under construction and in our presale phase. She paid a deposit upon signing the contract to secure the discounted rate and to pay for her first month when the store opened. It was never communicated to her that we would be open in October. There is no guarantee with construction/permitting. We opened in late December as soon as we received our letter of occupancy.

  When ********* said she wanted to cancel we reminded her that she signed a 3 month contract and her membership will start when the store opens. She demanded cancelation. We honored her request to cancel the contract but informed her the deposit will be forfeited and encouraged her to utilize the membership she contracted for. She refused. She filed a dispute with her credit card company so the financial matter will be resolved between the banks.

  We tried to discuss the matter several times on the phone with ********* but she refused to talk on the phone. She just kept sending emails.

  Thank you

  *******************************

  Customer Answer

  Date: 02/15/2024

   
  Complaint: 21131505
  
  I am rejecting this response because:

   

  The owner is correct.  I did not want to speak to them via phone because I needed everything in writing.  My credit card company reimbursed the entire amount to me ($318) a few days ago and agreed that I was not responsible for the charges after sending them the contract and all email coorespondence. The second charge of $159 was placed on my credit card AFTER I canceled my membership and the Stretch Lab Manager denied that there was a charge, even after sending her the credit card statement and letter from my CC company.   I did let Stretch Lab know the final outcome but not surprisingly, they did not respond with any type of apology or even acknowlegment.  I do not want anyone else to be scammed by them.  I spent way too much of my time fighting for my money back.  I knew I would eventually get it because I was in the right (the credit card company would not have agreed to give me the money back if this was not the case), but it was very frustrating.  The only way I would be satisfied would be to receive an apology from the owner.    
  
  Sincerely,
  
  *******************************