Complaints

• Initial Complaint

  01/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was given a few sessions to Stretch Lab as a gift as I suffer from a long term back problem. I liked the service and decided to keep going so I provided my credit card for future use. Never did I agree to any long term agreement or authorize the card to be used for sessions not scheduled and attended. While preparing to go on travel for a while, after not having been there for about ************************************************************************************************* credit card. Through text that I can share they said they cant do that and that I owe them for future sessions. The person I was communicating with was asked repeatedly for their name as well as the name of the franchise owner. They refused to provide either and just kept repeatedly telling me that theyll keep trying to collect for future sessions since I didnt cancel far enough in advance. I was never obligated to do so and am absolutely outraged by the experience.

  Business response

  01/31/2024

  To Whom It May ************************ you for your patience. Since the initial complaint was filed, there have been new developments that we felt needed full confirmation prior to responding.

  
  First and foremost, as a small, local business, customer service is one of our highest priorities and we are never pleased to learn when a member is dissatisfied. When an issue is brought to our attention, we truly do our best to view the situation from their lens and work together to find an agreeable solution.

  
  We started working with this individual in September of 2023. In December of 2023, we contacted him regarding a past-due invoice. The past-due invoice was for a monthly payment that provided credits for four, 50-minute, one-on-one assisted stretch sessions that were then scheduled and attended by the individual. Since there had been no contest to the same automatic invoice in the months prior (always accompanied by email receipts that were opened), we believed it to be a simple oversight and wanted to ensure he was aware, assist in resolving the past-due balance, and help him avoid any penalty fees. Since we had not received any prior communication from the individual that he would like the monthly invoices to pause, the December payment attempted to run just as it had in the months prior, but failed and subsequently became past-due. As ************ of our nature do, we have standard business policies in place and some of those policies require the client to be responsible in effectively communicating to us when an adjustment needs to be made to their account. 

  
  Our staff member approached the conversation professionally and politely and provided steps for a very easy resolution. Since past-due statements can make it more difficult to adjust an account we provided a plan of action that would quickly resolve the balance and ensure the individual was not penalized by loss of credits or late-payment fees. To clarify, if we do not offer assistance in resolving the past-due payment, the issue would be taken on by our corporate accounting department, who do not typically offer any leniency regarding penalty fees or loss of credits. Our staff member truly had good intentions and did their best to effectively communicate that we were seeking a win-win for both parties. Unfortunately, even after a clear explanation of the sequence of events and potential alternative outcomes, the individual was not in agreement and it became evident the tone of the conversation was quickly shifting in a negative direction.

  
  To clarify, in the complaint, there was a reference to requesting the name of the staff member and franchise owner during the last communication, which is accurate. Unfortunately, the staff member did not feel comfortable disclosing that information due to a clear increase in frustration and statements being made to take legal action against our business. 

  
  Since filing this complaint, the individual has filed several credit card chargebacks and we can now confirm that one of those chargebacks is directly connected to a payment that provided session credits for services that were rendered. We have uploaded a file showing all of the sessions attended by the individual and the two sessions currently displayed in yellow are related to the chargeback. It is very disheartening we now have to defend our business for charges directly tied to sessions the individual scheduled and attended. Monthly invoices he was aware of received receipts for have now been unfairly reversed and with those reversals, an attempt to receive two attended sessions for free. 

  
  Our business is built upon helping individuals feel better for their day-to-day lives. We are incredibly proud of the work we do and the impact we have had and will continue to have. We do our very best to effectively communicate our policies and ensure we are not adding stress to the lives of our clients, but helping to relieve it! This is a disheartening scenario and we will do our best as a business and a team to learn from any missteps made on our end and seek to improve. We appreciate that the individual gave us the opportunity to work together and for acknowledging that sessions with us were helpful for his ongoing back pain. We wish him continued relief and would greatly appreciate a respectful effort to reverse the chargeback directly connected to services he received. As a show of good faith, we will not contest the others that were filed. To confirm, his account has been canceled and as desired, there will be no further contact. 

  
  We greatly appreciate the time and consideration by the Better Business Bureau in this matter.

  
  Sincerely,
  

  ***********************************
  General Manager
  StretchLab Buckhead
  

  *********************
  Owner
  StretchLab Buckhead

*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. ↩