ComplaintsforStretch Zone - Pooler

• Initial Complaint

  04/03/2024

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I initially went to stretch zone in October of ***** At that time, I signed a contract for ** days at $*** a month. Month. I was also told at that time after my ** days I could cancel at any time because my contract was over. If I wanted to continue. It was strictly on a maintenance level and all I had to do was send an email saying I no longer wanted to continue my maintenance. On April *st, after freezing my account for a couple of months, I sent an email stating that I know no longer wanted to continue with the maintenance. I also called the office and spoke with the young lady, told her that I did not want to continue and that I was sending an email. Email. Also asked her what was the process in case I wanted to return. I have received an email stating that I have to pay them $** before they can cancel my plan( which I never signed ). This is highway robbery and it is unprofessional and unethical as a business to charge you for a service that you have not received. I will never return to stretch zone. All I want from them is to cancel the maintenance services and leave me alone. There is a young lady who continues to email me back and forth about how I need to pay before they can cancel. They're trying to continue to charge me month to month and I no longer want or need the services. I have paid in since October well over $*,*** And I can no longer afford that. I feel as though it's a retaliation because they do not want to lose business. But this is not the way to do it because you lose potential return customers forever.

  Business response

  04/03/2024

  Ms. ******

  I am very sorry to hear you wish to cancel your contract with us. The assistant manager that you had an email exchange with was correct in stating that you owed a balance of $***. This was not a fee for cancelling, this was a past due amount that was not able to be processed because the account the draft was pulling from was closed. I have attached your signed agreement giving us permission to bill you monthly until cancellation notice is received. Your cancellation notice was received after the billing date when the payment was unable to be processed. Studio management cannot make changes to any account that is in a past due status. 

  Regardless, I have cancelled out you past due balance and closed your account with us.

  Thank you,

  ****** *******

  Customer response

  04/04/2024

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 

  Regards,

  ******** *****

   

• Initial Complaint

  03/16/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Stretch zone will not let account be canceled. We went to a doctor who shared I have 3 fractured vertebrae in my lower spine. The stretching was making it worse. I have tried to cancel this account and they refuse to saying it is not an option. They want to suspend an account for a couple months and then charge without warning. There has to be a way to cancel an account for something that is not safe. This place has charged my award twice now and refuses to refund the charges. Both charges were for 480.00. I have tried to reach out to the business who states that they cannot refund and you can use the credit whenever you want to come. I have explained to them I cannot come due to it being unsafe for my back. I asked for s refund and the account to be closed to which I was refused multiple times. They have caused my bank account to go negative two times now. I would like a refund times 2 in full to help fix my bank account. I want my account to be closed so this doesn't happen again. How can a business not be able to close an account and keep charging someone who has asked to leave multiple times. I need help fixing my bank account and being refunded by this company. This seems like a scam to just get people's money. Please help me in canceling my account and receiving a refund for my bank account.

  Business response

  03/17/2023

  ****** signed a contract (attached) on Sept 16, 2022 for a membership at our studio. Included in this agreement is that billing is recurring until a cancellation request is received in writing. Until today, March 17, 2023, we never received such request. He specifically asked for his account to be "frozen", i.e. placed on hold, for 4 months in October. We placed the freeze on his account. He received an email confirmation of the freeze that day, which specifically stated his next billing would be on 2/16/2023. He received the email but left it unread, as you cans see from the screenshot attached. He called in to the studio on the day his billing resumed and was told to submit his cancellation request in writing. The notes from his account are attached. He did not submit his cancellation as instructed. Instead he waiting until being billed again yesterday. He finally emailed his cancellation today, after filing this complaint.

  I have attached all my notes and have cancelled his agreement effective immediately. The poor communication on his end has resulted in his own personal accounting problems. As a business owner I can not be expected to take responsibility for that.

  Thank you for your handling of this false complaint.

   

  Sincerely,

  ****** *******

*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. ↩