Complaints

• Initial Complaint

  10/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I attempted to cancel a 90-day membership with StretchZone in September, specifically at the ******************************************************************************************************************) location. I initially logged into my online account to see if there was an option to cancel online. The online account doesnt have an option to cancel membership, manage your payment method, and doesnt have any of their policies are available. I then called the store on September 26th to ask about canceling my membership. I was told to send an email with my name, store location, and reason for cancellation. I was also told that I would receive a follow-up call. I never received an email response or a follow-up call. I went to the last session I had booked on October 5th and spoke to the receptionist before I left. I asked to speak to a supervisor or manager about canceling the membership and was told that person was busy. I asked to have someone follow-up on the email I sent about canceling the membership. The receptionist said she would let the manager know. I was still charged and did not receive a call or response to that email. I called the store to speak with a manager after I saw the charge was processed and was told the manager was not available. I explained the issue and that is when the cancellation policy was suddenly revealed. I still asked to have a manager contact me, which didnt happen. I called again a few days later and this time was told the email I sent on September 26th was received and it seemed like someone started working on it. I was also told that ***** was there at the store and would return my call in about 15 minutes. No one returned my call. After leaving a review about this experience, I finally got a phone call from ******* on October 14th. I returned the call & spoke to *******. Instead of acknowledging how many times they dropped the ball on handling this matter, he explained their cancellation policy and tried to justify why I couldnt be reimbursed for the last month.

  Customer response

  10/18/2024

  When I logged into the online account on October 17th, I noticed that they removed the remaining sessions I had available & paid for. I paid for a total of 12 sessions for a 90-day membership & had 8 remaining since I was still charged on October 4th. There are a couple of Stretch Zone locations in the ***** area that I could go to in order to use those remaining 8 sessions. However, I no longer have that option. I want a refund for those 8 sessions. I attached additional screenshots to show the first session I had with Stretch Zone was on July 28th. They then immediately billed me for the membership starting on August 4th. That was not fair because I had a consultation session with them on July 28th and the billing period couldve been scheduled to begin on August 28th. I included additional screenshots to show there are no sessions currently available. Another image shows the voicemail left by Orlando on October 14th, which was the only time someone contacted since September 26th. Another image shows the original review I wrote following the July 28th consultation. 

  Customer response

  10/18/2024

  I would like to clarify the business name is STRETCH24 CUTLER BAY, LLC. The managers are ****** ***** & ***** Pitsika. Registered agent name & address: *******, MEGHHAA 13704 SW 83 CT **********************

*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. ↩