Complaints

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.

• Initial Complaint

  Date:01/08/2024

  Type:Service or Repair 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 was a customer at ****************** and have been attending for about a month now. Thursday the 28th was the last time I was there (last week). I have always gone every Thursday since the time of sign up. Last week after we finished stretching I attempted to rebook for the following Thursday per usual. It wasnt available so we booked Wednesday the 3rd (earlier today). I forgot that I booked the appointment and received a reminder text about 30- 1 hour before the appointment (******am). I immediately called stretch zone to cancel. I was informed that I was lose my credits (a form of money received after paying stretch zone) if I canceled the appointment due to the contract I signed. I said ok thats fine but I would like to end whatever agreement we may have had and will not be returning. I asked what would be the outcome in order to confirm I will not be charged because they have my account and routing # and ***** said they will be charging me again next month whether I want them to or not unless I provide a doctors note saying I cant stretch or proof I moved 25 miles away. I said wait a minute so even though I do not want your service and will not be receiving your service youre still going to charge my account? She said yes and I said no youre not! If you would have told me that and given me full disclosure when signing that electronic screen I would have never signed that and do not agree to that at all it makes no sense. I called my ***** and he said to write the BBB because if she didnt give full disclosure it falls under statute of frauds in ******* so hopefully thats true because this doesnt seem right. When I said this is B.S. ******************* up the phone me. Theres more details but I see theres limited space here so didnt write everything and I just dont see how someone can either force me to come see them and stretch my body or otherwise they take my money. And she said if I dont it will go to collections and on my credit. Thank you

  Business Response

  Date: 01/09/2024

  *********************** signed a contract with us on 11/27/2023. He was shown visually twice and verbally 3 times that this was a 3 month commitment. Above the first signature it clearly states that he is agreeing to pay for 3 months and a break down of pricing. This agreement was immediately emailed to him on 11/27/2023 at 1:51pm. We also verbally tell him before the final signature that we have a 12 hour cancellation policy. You must give us 12 hours to cancel an appointment, or you will lose the credit for the appointment. We do stand by our 12 hour cancellation policy, as it protects our practitioners from losing pay for a schedule that could have been filled by people who will attend their sessions. ******* also received a reminder text the day before his Wednesday appointment and also 2 hours before his appointment. The reminder text from the day prior 01/02/2023 at 8:12am, is made so that the client can respond to cancel the appointment before the 12 hour cancellation policy and the schedule can be filled with other clients. ******* did not take advantage of this reminder to cancel ahead of time. Finally, ***** did not hang up on *******, and there are 2 witnesses to this.