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:12/08/2023

  Type:Customer Service 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.

  On November 4 I made an appointment for a personal free stretch trial to get an introduction to a service provided by Stretch lab of Bozeman MT. I arrived and introduced myself and received my free stretch was required to purchase special socks. I had intended to make use of the service so then purchased a package promoted as a great deal of so many stretches for this bundle deal. It was not explained in detail verbally or able to read a full explanation due to pressure of time in facility that this was basically a gym membership that expires and would be not refundable if that would have been used as plain English instead of cloaked verbiage to make a sale I would not have engaged in a service transaction at the time. To complicate matters I went to the ** that very day after a syncope episode that has agitated a condition of BPPV ongoing for me for years. Positioning in a flat on back position aggravates my condition as well as elevation changes which means travel from ********** to Bozeman and positioning for a stretch without a problem for me is not possible due to the condition thus making this service unusable. I reached out after weeks to the company even hoping to use it on my birthday in late November hoping my condition would resolve, however it has not, actually worsened the obvious use of this will not happen. I then contacted the company via phone and got referred to email. I have emails pushing me off and sent a contract that I signed saying I read it which is lengthy and when in the environment of feeling rushed to make a commitment in facility in moment was not verbally explained in plain terms that its a gym membership (providing a physical therapy type service) that expires in a set time. They are refusing to refund and demanding a copy of my medical documentation which I will not provide as its protected by law. My condition is documented in my medical records. Plain language explanation = not signing.

  Business Response

  Date: 12/11/2023

  1) We have clear contracts. The Bundle Agreement, with our policies, was emailed to *********** at the time of her purchase. **See attached with her signatures**

  2) Confidential medical information was NOT requested. We asked for a Physician's note, stating that she was not cleared for our services. That is all. This is not a breach of medical confidentiality. More was revealed in this complaint, by the complainant, than we even asked for in the requested Physician's note. The original medical reason was expressed as an inability to travel. ***See attached email correspondence***

  3) We offered an alternative solution and were threatened with retaliation. The hope was to find resolution as the customer had also recently expressed interest on Nov. 26th to book another FREE DEMO stretch at our studio. ***See attached email correspondence***

  We're sorry to hear about her condition and we tried to present an alternative which is above and beyond what cancellation options were listed in her Bundle Agreement. There are numerous other companies that sell gift cards and other non-refundable items, so we are not exclusive in this regard.

   

  Customer Answer

  Date: 12/12/2023

   
  Complaint: 20977740
  
  I am rejecting this response because: they did not clearly state upon initial signing the services entering into were akin to a membership.  It is not a gift card it is a service that is not produced if not used. Unable to use the service so it should nullify the membership as services will not be rendered. 
  
  Sincerely,
  
  *************************************