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:08/30/2023

  Type:Sales and Advertising 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.

  In March of this year I consulted at the business and agreed to a service agreement over the course of the next 3 months. Things went smoothly in the beginning and my wife and I were able to regularly able to make appointments as discussed in the initial consult. However when they opened an new location nearby their staffing was severely reduced and available appointment times were significantly reduced. When we were able to get an appointment they only had 1 person working the location and several empty tables. I logged several phone calls and 100% went to voice where I left several messages to discuss. No one would answer my calls, and when I physically went there the only person working took my information down...only to not be called back. I really wasn't upset about it, but didn't want to continue paying for something I couldn't use because of their staffing issues. After I attempted to cancel several times they withdrew another $360 from my account. I was not able to schedule nor did I attend a session for the final 6 weeks.I then texted them through a number that they sent reminders for and ******** responded saying she would review and get back to me. Been 3 months...still won't return calls and hasn't gotten back. I was 100% professional and tried on many occasions even to just have a conversation about the issue...however when I contested the transaction with my bank...they communicated with them in order to keep the money. Bait and switch is my feel on this. I can provide phone logs, and screenshots of conversations.

  Business Response

  Date: 09/13/2023

  Regarding complaint number ******** by ************************************* this is my response. I am the general manager at Stretchzone *******.
  The problem was not scheduling with us. It was his schedule and his wife's they wanted side-by-side appointments and since they never wanted to book ahead because of their busy schedule by the time they did but many times were not available because they only wanted to come in at a specific time. We have plenty of help here and we are open daily from 7 am in the morning till 7 PM and on Saturday 7 to 3 it was their limited schedule that was the issue. Also they each had their own three month contract, which they have a copy of that explicitly states the only reason that we will cancel a membership is if they move out of state and there is no Stretchzone available there or if they are permanently disabled by their physician. They each have credits to use and they can use them anytime they want they have not lost their sessions. They are open for them to use. If they can't use them, they can gift them to a relative or friend. We are very accommodating and if you read our ****** reviews, you will see that we have great reviews from our clients.
  After I had spoken to the owners, I did call him. I got his voicemail and left him a message stating the reasons we would not cancel the contract. Any questions. Please feel free to contact me. Thank you.