Complaints

• Initial Complaint

  01/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Last fall I started to use Stretch Lab services and unknown to me I signed up for monthly membership. Despite multiple conversations and meetings with the business in September / October of 2023 I am not able to stop the membership. It is a real hassle to get 'untangled' with this business as they continue to call and hound me for monthly dues for months after I told them to discontinue my monthly obligations - it literally is to the point of harassment. I had to physically go into the business in January and fill out their form in order to get me out of their system - ridiculous! I no longer want to use this business services and have told them repeatedly since last September of 2023. Any help that you could give would be appreciated. All I want them to do is to STOP CALLING by cell phone and interrupting my day and to honor my request to stop all monthly payments - PERIOD. **** ** *******

  Business response

  01/18/2024

  Good morning *** *******

   

  I am the general manager at StretchLab Lexington and I'm responding on behalf of the company to a complaint made by one of our former clients. Please see our response and attached documentation below:

   

  Dr. ______ purchased a membership for our services on 4/21/23.  Before signing the agreement, all terms were explained to him and he was given a copy to keep for himself.  Please see the 5th bullet point on the agreement (attached) in regard to our cancellation policy which states: "Written membership cancellation form must be received 30 days prior to next billing date to cancel recurring monthly membership and prevent further charges."  Unfortunately, after a few months of positive interactions and satisfaction with our services, this client decided that his work schedule would not allow him to come in as consistently as he would like.  We valued Dr. ___ as a member and have empathy for his situation, so we made special accommodations for him. His account first became past due on 06/21/23 and was paid up on 07/07/23.  At this time, he spoke with the owner about his busy schedule and his inability to make it in every week to get stretched. During this conversation, they decided that not only would we allow him to pay with a check, but we would make changes in the system so he would be charged every OTHER month. This would allow him double the time of regular clients to be able to use his session credits.  Dr. ___'s next invoice on 9/22 (attached) contains a note which reads: "Will be gone for a few weeks. wants to keep the every other month, He wants to pay by check on this date. Card we have won't work." There was no discussion of cancelling and no request for a cancellation form at this time.  The next invoice (2 months later on 11/22) then fell into  past due status. Dr. ____ called in to the studio on 12/11 stating that he was angry over getting phone calls asking for his money. I explained the cancellation policy, reminded him of our deal to charge every other month and that he agreed to pay by check. He threatened to call the owner, so I gave him her number but he never reached out. He instead came into the studio on 12/19 and was rude to the sales associate demanding to see his signed agreement. After she produced the agreement, he then asked for a cancellation form. Upon receiving this form, I cancelled his agreement immediately (waiving the required 30 day notice to avoid any future charges).  While he would not receive any future charges, he still had the outstanding balance for the 11/22 invoice.  He never reached out to the owner and never came in with a form of payment to cover this past due amount of $321.34.  It was not the StretchLab Staff "harrassing" him as mentioned in his complaint, but the third party collections company that all clients who are beyond 10 days past due are sent to.  We very much enjoyed having Dr. _____ as a client and are saddened to have our relationship with him ended in this manner.  We even have a great relationship with his brother who is also a client;  I even spent my own money putting together a farewell basket for him on his last day with us.  However, we were patient and understanding with Dr. ___ and made special accommodations to ensure that he was given every opportunity to take advantage of our services in a way that fit into his schedule. Additionally, while we do not claim any wrongdoing in this situation, we have made the decision to waive the terms of the agreement he signed, and cancel the past due invoice that he refused to pay.

   

  I have attached a copy of his signed agreement, and his past invoices. Please let me know if there is anything else you need from me.  

   

  Thank you,

   

  ***** ***** 

  Studio Manager

  StretchLab Lexington

*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. ↩