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:12/21/2023

  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 did a month membership for $360 in September 2023, explicitly reminding the staff to put my account on hold while away for work until January. I was charged another $360 the following month. I called for a refund and didnt receive it. Now they are refusing to refund the money. The employee **** is admitting it was his fault.

• Initial Complaint

  Date:08/25/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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.

  Date of transaction was August 22, 2022. From what I understand *********************** is the manager of this location at Stretch Zone Longbow. I went in for a free 30 minute stretch and consultation with *****. After the consultation she provided intense pressure sales tactics and convinced me to sign a contract for 2 stretch sessions total for $80. When I went to sign the contact I noticed that she had attempted to make me sign a recurring 3 month contract so that in the end I would be paying $240 over the course of the 3 months. I told her no, that I just wanted the 2 stretches total and that I would not commit to a 3 month contract, so she changed the contract. However, when I got home I was upset that I signed the contract for the 2 stretches, as I didn't feel comfortable at the location, nor with her and her the high pressure I felt to purchase a contract. So, I decided to cancel the contract that same day (Aug 22, 2022) and I provided her with a written "Notice of Cancellation" to the email address of their location. I did not hear a response. The next day I called the office and spoke with her over the phone explaining that I had sent them the email to cancel. She asked me to resend it, so I did. She offered that I could cancel my sessions or give them away, but that there would be no refund. However, under ******* State Legislature article A.R.S. 44-1793, it states that "A contract for new or increased health space services may be cancelled at any time before midnight of the third operating day after the customer received a copy of the contract. In order to cancel a contract the customer shall notify the health spa of cancellation in writing pursuant to subsection I of this section. All monies paid pursuant to the canceled contract shall be fully refunded within thirty days after receipt of the notice of cancellation." I emailed her twice again asking for the contact information of someone higher ** in the chain of command to voice a complaint, but no response.

  Customer Answer

  Date: 09/06/2022

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  *****************************
  
   
  

• Initial Complaint

  Date:08/24/2022

  Type:Product 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 Longbow using a free session offer on 07/23/2022. After my free stretch with Manager ***********************, she talked about package options available. She said there was a special for 8 sessions for $320. This is a lot of money, but I wanted to try it out. She reported that after one month I could re-evaluate if I wanted to continue. I signed up for what I was told a one-time 8 session package for $320 of which I was hesitant to purchase anyway but wanted to try it!! The first few sessions were fine because I was working with the same person and they knew what they were doing, and then I would show up only to be surprised by someone new assigned to me for the session and it was horrible service - the turnover is an issue there and if you change the stretch technician let the customer know ahead of time to give them an opportunity to change the date and time of the session!!!! After my 8 sessions were done I was surprised to see my credit card was charged for another $320. I contacted them and let them know how I felt about this very sneaky and dangerous practice of baiting and deceiving customers, I informed them I did not agree to an on-going membership and only to the 8 sessions. I was assured that after the 8 sessions I could determine then if I wanted to continue. Instead of being sneaky and misleading all they had to do was contact me once my 8 sessions were done to see if I wanted to continue or not, but NOTHING, just ran the card and stole $320 from me for service I no longer want and they refuse to refund my hard earned $320! I was never provided with a paper or electronic copy of any contract on the date of purchasing the initial 8 sessions. I am requesting an immediate refund of my $320. This is a very dishonest and deceitful practice and I am sure there are many more customers they have done this to at not only this location but others as well. I contacted them on Tuesday 8/23/2022 and gave them a full day to refund my money, they refused!