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:12/06/2023

  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.

  I signed up for what I thought was 8 stretching sessions. I thought I was signing an authorization form for payment for the 8 sessions. For the 5th and 6th session they had called me the morning of 1 hr before the appointment to change my appointment with a later appointment time for stretching. I informed them that I could not change my appointment because of Dr. appointment that was scheduled for later that day. The receptionist affirmed the original appointment time. 5 min before arriving to the appointment a stretching member called me to ask if I meant to schedule a 1 hr stretch session and I told him yes because it is a hr commute to get to their location this way I wouldn’t have to make 2 trips per week to get my sessions in. He then replied he could not do a 1 hr session because of a patient scheduling error made by the receptionist and that I would have to do 2 different sessions 1 at the original time and then come back 3 hrs later for the other session. Frustrated with the rescheduling I decided to cancel my appointment and cancel my remaining appointments. A week later I received a email from them showing them deducting money from my account for 8 more sessions. I called and talked to a manager and he then told my I had to pay a *** dollar cancellation fee to cancel my sessions. I was unaware of signing any contract. It was never mentioned at anytime. All they told me that if I canceled a appointment that I had to do it 12 hours prior or I would be charged the additional amount of *** for the stretch session time that had been set up. I was never aware of any contract or cancellation fee!

  Business Response

  Date: 12/27/2023

  Thank you for your message and we are very sorry with the scheduling conflict. It looks like you signed up for the 2 time a week program and we do understand some clients choose to do 1 hrs. and we allow that. Based off the notes we had a motion specialist call out sick and we were trying to do our best to move clients into spots so we didn't have to cancel times. I see where my admin scheduled you in a 30 minute spot on accident but just trying to fit you in due to the call out. We apologize for that mishap as we were trying to service everyone the best way with the situation we walked into that day. Being a business owner yourself I'm sure you would have understood. I have attached your agreement that you signed as well as showing the agreement was emailed to you on the day of sign up. I also see on your account that you have only been charged for the first 8 sessions. no additional fee has been taken as it looks like they came back as a charge back. You will see in the agreement the *** cancelation fee to cancel. If you would like to authorize the charge per your signed agreement since we have not collected any money since the original charge ill waive the past due balance and process the *** fee per the terms of the agreement. BBB can review terms of agreement for validation. Thank you again! 

  Customer Answer

  Date: 12/27/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: At no time was I told I had to sign a contract! Or was I told that I would have to pay a cancellation fee for a contract that I wasn’t aware of. You asked me which package I wanted and I chose the 8 visits a month package that was for the fee of ******** What I thought I was signing was the authorization for you to deduct from my account the fee for the 8 visits. Again all I was told was that there is a 10 fee if I canceled an appointment 12 hrs or less prior to my appointment. 
  
  
  
  Sincerely,
  
  
  
  ****** ******