ComplaintsforStretch Zone

• Initial Complaint

  03/21/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We purchased 40 sessions from this company about 2 years ago. Since purchasing they've changed management/owners and have a high amounts of turnover with their employees. They're never have any openings that can accommodate my wife and I. We live over 30 miles away and was told that if we moved more than 25 miles away we could be refunded the remaining sessions. Then we were told that if my wife brings a Dr note saying she couldn't be stretched due to her injury they would refund the remaining sessions. She got the note and now they're saying they need a Dr note for both myself and my wife. Every time we've met their requested requirements for a refund they have new request before being willing to refund our money. We no longer wish to do business with this company as is become a negative experience dealing with them. We're are pursuing a full refund for the remaining 20 sessions that we have left which equates to $800.

  Business response

  03/26/2024

  **************,

  I received a copy of the complaint you filed with the Better Business Bureau on March 21, 2024. I sincerely apologize for the dissatisfaction you may feel and any confusion you may have about our Stretch Zone service and your experience thus far.

  
  To address your concerns and add proper context to your complaint. With your wife ****, you entered a 3X/week stretching program over three months (36 sessions in total) on December 17, 2022. This Agreement was between the you and former owner of the ************** studio, Stretch PTC LLC. You fulfilled your payment obligations and your account was in good standing by the time ********* LLC acquired this studio on June 1, 2023. Though your credits had already contractually expired, as a sign of good ****** *********, LLC did/will honor your unused credits to book stretch sessions, however, you are not *********** a refund pursuant to the terms of the Agreement.
  For your reference, I would like to draw your attention to a few relevant Agreement terms:
  #8 Cancelability and Transferability: The Agreement is not negotiable, transferable, or cancelable except as otherwise provided herein. This agreement will bind and insure to the benefit of Stretch PTC LLC its permitted successors and assigns.
  #9 Expiration Clause: The number of sessions purchased on a monthly noted above must be completed by 90 calendar days from the final payment date (2/17/2023) of the Agreement. The only exception to this is if a valid military or medical reason is provided. All Paid in Full Sessions provided must be completed by 90 days from the initial term end.
  There are cancellation provisions outlined in item #**, however, none are applicable.
  Stretch Zone did not go out of business
  Stretch Zone did not relocate, we operate from the same location where you enrolled
  The buyer (you and ***** did not die nor became physically unable to avail yourselves
  To our knowledge, you did not relocate your residence more than 25 miles from the ************** studio where you initially enrolled. The home address (in Carrolton, **) which was used to execute the Agreement is identical to the address you provided in your BBB complaint. In good ****** you signed this Agreement while being fully aware your residence was 35 miles from our PTC studio.
  While we did experience some post-acquisition staff turnover in June, we quickly stabilized and continue to provide stretch practitioners 6 days/week. As you know, due to demand, we work on an appointment basis, however, we do not always have open appointments available at times requested, particularly on short notice. You had/have several means to book, either by phone, in person (after a stretch) or via our ********** application, which I did see that you utilized to both book and cancel as recently as your last stretch on October 7, 2023.
  From your last stretch, we have not heard from you until we reached out in both January and February to offer to schedule appointments for you. We informed you (****) via text msg on February 27th that you had 20 stretches remaining and offered to schedule you. It was not until that point did you inquire about a refund.
  
  In summary, there are no contractual grounds to provide you a refund. Though under no obligation, we have acted in good faith to honor your credits, for which payments were received by the former owner. Despite your complaint, we gladly welcome both you and **** to come in for stretching, to utilize your remaining credits. If you prefer, you may gift these sessions to a family member exclusively at the ************** studio location. Please call ** at ************* at your earliest convenience. 
  
  
  Regards
  
  
  ***************************
  Owner/Operator Stretch Zone Franchisee

  Customer response

  03/27/2024

   
  Complaint: 21460437
  
  I am rejecting this response because: We did not enter into an agreement for stretching 3x per week. There's no way we would've made that type of commitment with distance that you are from our business and home. I appreciate you acknowledging that our agreement was between us and the former owner of the ************** studio, Stretch PTC LLC. and not ********* LLC acquired this studio on June 1, 2023. We agreed to what ***** the manager at the time sold us on. We trusted what he told us was what we were signing to. We were told that the sessions never expire, they're transferable to ANY location (that they would just need to work out the behind the scenes between franchisee) and because of the distance we lived we could cancel at any time. It appeared to have no risk. One of your current staff members also said that we would be entitle to a refund under those conditions. You obviously do business differently that what ************** studio, Stretch PTC LLC did and for that reason we're not interested in doing business with you.

  
  **** has become became physically unable to avail herself. Per your request and verbal agreement with her, which was that of she got you a signed doctors note you would initiate a refund. She spent time and money to see the doctor in order to provide you with what you needed, trusting you would uphold your commitment to her. Then you had a problem with the note not being signed and implied that it wasn't a "real" doctors note because it was signed. However, it had all of the proper contact information that you cloud have verified. Instead, After that you then requested the same from me. 
  

  There has been high level of consistent turnover ever since we stared the program. **** has never *** able to be stretched by the same person twice. Due to her sensitivity and being injured by one of the previous Stretch Zone practitioners, she was never satisfied with the outcome from the beginning. We have tried to make it work on multiple occasions. The staff is under paid and unappreciated and have no problem expressing it to clients. Which may be part of the turnover issue.

  "We informed you ****** via text msg on February 27th that you had 20 stretches remaining", because we called and asked for that information to inquire about a refund.
  
  In summary, we have no contract with you and would like a full refund without having to take additional measures. I would hope that you as a business owner would want to satisfy as many of your existing and former members as possible. The cost of doing bad business can far out weight what we're asking for in a refund. It unfortunate that you inherited this when taking over, but us as clients only see Stretch Zone and from the reviews I see, their are many unsatisfied people with Stretch Zone. 
  
  

  Business response

  04/02/2024

  **************,
  
  
  Thank you for your response, I am sorry to read you still have a negative perception of Stretch Zone. I will not comment on hearsay between you and the former owners staff, I can only rely on the terms of your fully executed agreement which expired on May 17, 2023, prior to our studio ownership. As mentioned in our previous exchange, as a sign of good faith we extended the expiration of your credits, it is certainly your prerogative to use them or not. Either way, I wish you the best.
  
  
  Regards
  
  
  ****************************
  
  
  
  
  Owner/Operator Stretch Zone Franchisee

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