ComplaintsforStretchLab

• Initial Complaint

  01/30/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  Beware! These guys scammed me! I had to drive to location in signed up at. They put a fake email and I was paying with no notifications! Not letting b lock me! They need to see this! Signed up July 2023 Paying 290/month The put a FAKE EMAIL, the sales **** ****** who signed me up!! Never got notifications. No other locations would help me. I drove to clovis location to cancel today 1/30/2024 They ripped me off for past 6 months!!! They owe me 4 months of payments. They never told me its recurring and I didnt see it until my wife pointed it out over Christmas break. I tried fixing it but they said sorry, you signed it you paid for it you cant get a refund. I told my bank not to accept charges from them!!

• Initial Complaint

  07/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Initially signed up for the 3 month plan and was never informed during the sales/sign up process that after 3 months they would automatically convert to monthly billing and that I needed to provide 30 days written notice to cancel. I signed ** in February, March 18 marked the end of one month, April 18 marked the end of two months, and May 18th marked the end of 3 months. I had several unused sessions of those three months because of business travel and didn't think twice when they kept calling me to schedule sessions. My last session was June 18th. I noticed they charged my card on July 18th. I contacted the general manager on July 20th to ask why they were still billing me when I had only signed up for 3 months. I requested a credit for the last payment on July 18th and was told that I needed to provide 30 days notice and they would cancel my service in 30 days. I already paid for 1 month of unused service, which I didn't ask them to refund, and they refused to credit me back for the 2nd month of service.

  Business response

  08/17/2022

  Our staff is well trained in explaining our membership options, however it can be a lot of information upfront, and we understand if not all information is retained or remembered, which is why we provide new members general information packets when signing up at our facility. Our memberships are a month to month contract, with a 90 day minimum commitment, and require 31 days written cancellation notice, per the contract which is emailed out to each new customer immediately after signing. As standard practice it is up to the client to reread what they are agreeing to and inquire with questions if any arise. We even have a 5 day grace ****** in which after reading the contract you may change your mind and ask to cancel and receive a full refund. 
  
  
  We did our due diligence to reach out but never heard back. You were a member for more than 3 months so coming back to us on month 6 surprised that you were still paying for services, when you had been in our building just a few weeks prior, does not jive with the perception that you should have only been charged for only 3 months. Credits may go unused, this does happen, and we make concessions of extending the expiration date on credits when requested by the member, but only as long as they remain a member. A retroactive refund was demanded even though services had recently been rendered, ignoring our 31 day written cancellation policy. You were not at all open to discussing options.

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