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:07/18/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 went to Stretch Zone to try the free session they offered. After which I signed up for 4 sessions and told the staff member I wanted to try this for a month. She explained that youre not locked into your membership and can cancel anytime with a 30 day notice. After the month was up I called to cancel. The staff member I spoke to said she would call me back once she got into the system. No one called me. The next day I received a text saying my cancellation was processed but I would be charged for an additional month because after the 30 day notice they take 30 days to process the cancellation. This was never explained upfront in fact the staff member used a play on words to combine the 30 days to cancel and process instead of being clear to customers and saying you 60 days advance notice to cancel which include the processing time. The contract does not state this and this behavior is extremely predatory. I asked if the person who was talking to me through text could call as this conversation was confusing me. No one called and the staff member stopped responding. Unprofessional people running a scam. No one answers the phone at the office. They get you in and then falsely explain their cancellation ********* order for their policy to make sense I would have had to cancel the same day I signed up. Which brings me back to the point that the way they explain it doesnt mention this. The franchise places are preying on clients with vague contracts.

• Initial Complaint

  Date:09/20/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  On 8/20/24, I signed up for a membership with Stretch Zone. I was advised that the membership was $360 a month. It was not explained to me that it required a 3 month commitment. I was told to sign a contract that was on a tablet in small print that I thought was just authorization to charge my credit card when the membership came due. I did not know nor was it explained to me that I would not be able to cancel anytime. Upon receiving an email from Stretch Zone I saw that I was required to make the 3 monthly payments. At my first appointment, I spoke with the manager about canceling and I was told I would need to provide 30 days notice. On 9/14/24 I emailed Stretch Zone on the email provided on their website expressing that I wished to terminate my contract. There was no reply to the email. I also called the number for Stretch Zone listed on the website. Including 2 times on 9/17 leaving a voicemail expressing my desire to terminate my contact and requesting a call back. I did not receive a call back. On 9/20/24 after receiving notification that my credit card was charged again for my membership, I attempted to call the number during business hours on 4 separate occasions once again expressing my desire to cancel my membership and requesting a call back, no call back was received. I sent a text message to number and did not receive a response. I am attaching a copy of the email and can provide the call log upon request. Furthermore I am not even able to schedule the service that I paid for as no one ever answers the phone for scheduling. Based on the business breaching their contract by failing to provide my service and their attempts to ignore my requests for termination of the contact both in writing and verbally I am requesting a refund for the most recent charge of $360 and a termination of the contract. A dispute was also filed with my credit card company.

• Initial Complaint

  Date:12/12/2023

  Type:Order Issues
  Status:

  UnansweredMore 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 went to a free trial for a stretch consult. Their trainer was ***, and he did a great job, so I signed up to see him for 8 additional sessions. After I tried to schedule another appointment with him, he was transferred and so I wanted to set up an appointment with someone else. My visit with *** was at 5:30 pm but there were other appointments available after 6, which is what I need as I work all day. They told me he'd be there, to book again and that they always have appointments after 6pm seven days a week. I tried to rebook this week only to find they aren't open on the weekend and have no appointments after 3. Bait and switch, and I can't get there during those hours. There's no way I can use this membership and their contracts are very strict in language for cancelation. I tried to send a couple emails with no response, and I can't get there when they're open.