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Business Profile

Exercise and Wellness

Stretch Zone

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:04/19/2024

    Type:Billing Issues
    Status:
    Answered
    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.
    Stretch Zone of Serverna Park refuses to stop billing my credit card for services I am not receiving. They are claiming I must pay for an additional month of services Im not receiving before I can close my account. I have not received services from them since November 2023 but Im still being billed $109 monthly. I have tried to reach out to them but no one answers their business phone or returns voicemails. After paying 4 months with no contact with them I blocked their access to my credit card after paying in March 2024. I then left a voicemail asking for a callback regarding my account. Again no one called me back. Yet someone manually attempted to run my card over and over again for Aprils bill. When I finally reached someone today, April 18th, I was told that I cannot close my account until I pay $129 for the month of April. I would like this account closed immediately. I also would like Stretch Zone to cease attempting to bill charges to my credit card and refund the $436 Ive paid for the last 4 months without receiving any services. This companys conduct is unprofessional and unethical. To operate a business where you do not answer your phone or respond to voice messages from customers after you instruct them to call for assistance is unacceptable. If you have time to manually run credit cards you certainly have the time to return customer calls. I am sure that if an investigation is done, it would be found that this business is scamming many customers by simply being non-responsive to phone calls and voicemail messages. I would appreciate your assistance with this matter. Thank you. - Delemesa ******

    Business Response

    Date: 04/26/2024

    This was ******** second signed agreement . She signed onto another 3 month program. When you complete the program . Clients go into Matience which is in their contract and explained to client.  She signed contract on 11/1/2023. The 3 month package rolls then into 1/1/2023 and then after that the 109 Matience is applied until cancelled . It is stated in contract and in person .  Which we have notes that this was explained over the phone with her as well . The last charge was on 3/1/23. 

    Customer Answer

    Date: 05/11/2024

    I would like to reopen this complaint.  This business is still saying that I owe for services I have not received.  I have not heard from this business or received any refunds.  They have not allowed me to cancel this account and I no longer wish to do business with them.

    Customer Answer

    Date: 05/11/2024

    Correction to my previous response, I did receive an email from Stretch Zone stating that my agreement would be cancelled effective 5/2/2024.  This is unacceptable to me because they did not return my previous phone calls regarding my account.  I blocked them from billing my credit card in April 2024 because I could not get a response via phone.  Therefore, I do not agree with them still billing me for April 2024 and I would like my account zeroed out and closed out in March.  Stretch Zone  actually owes me money for the months of unused sessions I did not receive, but since they are still refusing to pick up the phone and call me about my account I would rather not deal with them anymore.  At this point I just want confirmation that my account balance is zeroed out and Stretch Zone will no longer be attempting to bill me for services I did not receive and attempted to cancel in advance to no avail.  Thanks. - dt

  • Initial Complaint

    Date:11/21/2023

    Type:Product Issues
    Status:
    Unanswered
    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 in for a free trial session on October 23rd, 2023. At the end of the session, I was told I had to sign up for a membership in order to leave the free trial. I asked to purchase a few sessions, but not a monthly plan. The manager acknowledged and said he had selected what I wanted to purchase, he then skipped over all terms and policies and asked me to sign. After signing and leaving, I checked my credit card and was Charged $200 for a monthly plan, which I verbally stated I did not want to purchase. That same night I immediately emailed the business and stated I did not want to engage in this membership agreement. I did not receive a response for one week. The business then sent an email stating my membership had been cancelled. However, I was not refunded any of the sessions I had purchased and were unable to use. I contacted the business regarding a refund and was told that was not possible. So I paid for sessions that I never utilized, and the business refused to acknowledge that I gave them money in exchange for no services or product. Additionally, I reviewed their contract and several of their consumer protection clauses applied to my situation, including two that granted me a refund. Upon bringing up these clauses to the business, I was met with ignored emails, ignored calls, and then finally juvenile tropes. The behavior and lack of follow through on simple agreement is inexcusable.

Stretch Zone is NOT a BBB Accredited Business.

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