Complaints

• Initial Complaint

  06/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have tried to cancel our subscription multiple time. We originally signed up for a 3 month subscription in nov 2023. I am still currently trapped in an on going subscription i cannot get out of as of today 6/1/24. You have to physically go to the store, and when we go the manager is either not there or the manager tricks you into freezing your account. You cannot schedule or use your existing credits while your account is frozen. Once it is unfrozen the subscription starts again and you have to physically go to the store AGAIN on the renewal date to cancel. No one ever offers us a written cancelation agreement. I am a nurse that works 12 hour shifts from 7a-7p 6 days a week. I cannot physically go to the store to keep trying to cancel this membership. This is such a scam. I walked into the store again today 6/1/24 and was told no manager is there to help me so come back another day. There should be a way to cancel that is not trickery. They keep charging my card $588 for a service I cannot use! This place has terrible business practices.

  Business response

  06/02/2024

  I believe ******************** has erred in filing his grievance against my business.  I own three franchised StretchLab studios in the Boise, ***** area.  He lives in *********  I double-checked each of my studio's records to see if he has ever visited one of my studios (possibly while visiting or working here); he has never received services in any of my studios and I have never received a dime from him.  I am betting that he joined a StretchLab studio somewhere in ********, and inadvertently filed this claim incorrectly against my business instead of the studio where he received services.  It appears there is a StretchLab studio 2.5 miles from his home address that is owned by someone else .... maybe this is the correct studio:  StretchLab Greenbrier, ****************************************************************************, **************, *************************************.  I have contacted the owner of the Greenbrier studio to see if ******************** is a member there; I am waiting for a reply.
  

• Initial Complaint

  03/02/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In August I signed up for this program when I needed to cancel I was talked into freezing my membership. At the end of that 4 months I was unable to cancel my membership because the won't let you make changes while in suspension. I have spoken with multiple managers and it has been told to me that if I come into the building that i would have the cops called on me. So they are billing me and unwilling to provide services. They have charged my card for 169 and are unwilling to provide services. I would like a refund for that amount

  Business response

  03/03/2023

  Your membership has been terminated as of 2/28/23, and your last payment of $169 has been refunded.  Thus, there is no reason for you to contact any of our staff, clientele, or prospective clients in any way (text, phone, or in-person).  Do not contact us again.  If you feel this is a legal matter, you may have your lawyer contact our attorney. 

*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. ↩