Complaints

• Initial Complaint

  07/09/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This business operates in a very shady manor. I explained just after paying an upfront fee that I was involved in a car accident and I needed formal physical therapy and other medical assistance per my physicians. They urged me to put my account on hold and I was told that no further charges would be applied for for a six month period. I thought this was fair as I accepted. Three months later, on July 1st, I was charged an additional $200 for more sessions. I left a message for the manager, the same one who assured me there would be no other charges for six months. She called me back and she said I had 3 months to use the sessions I was just charged for. I told her about our previous conversation and she told me I was incorrect. I asked for a refund and was told I had to get a doctor's note to discontinue further charges and no refund. I feel I was taken advantage of while seeking medical help from an accident that has caused debilitating pain. I understand I cannot be refunded for the original $200 but I was charged again AND told I need a doctor's note to discontinue? I never agreed to anything over the initial $200. I am asking I am refunded the $200 charged me most recently and my account be closed permanently.

  Business response

  07/22/2022

  July 22, 2022

  
  To Whom It May Concern at BBB-Raleigh,

  
  I am the Regional Manager at Stretch Zone Apex and have had personal contact with Mr. SM (client ID ********) via two phone calls, which I would describe, were agreeable and positive in nature. His recent complaint to the BB is disappointing, and highly inconsistent with our records and previous encounters. 

  
  He signed up for a 3-month membership on April 1st and per the terms, he agreed to pay $200 upfront (on April 1st) and be invoiced $200 again for month 2 (May 1st) and a final invoice of $200 3 (June 1st).  However, he contacted my assistant manager on April 14th to discuss his membership, and since my manager was busy, I personally followed up with him via phone on April 15th.  At that time, he wanted to cancel because he said that he was “going to be away” and “out of town for work”. I reassured him that he had 90 days to use the credits that he had purchased so he wouldn’t have to worry about losing the sessions that he had recently purchased.  I offered to freeze his account until July 1st and informed him that this would prevent the May and June bills from charging until July 1st. At the time, he was very appreciative and agreed with this plan so we “froze” his account until July 1st.  My AGM also followed up with him that day and he also told my AGM that was okay with the freeze.

  
  On July 1st our system invoiced his account for $200 as per the agreement.  He called us that day and spoke to my AGM—this time stating that he wanted to cancel because it was not convenient for him.  I personally called him the next day in follow up and he requested that we cancel the most recent invoice (the July 1st one) because he was now doing physical therapy and that he might need a hip replacement soon.  I reminded him of our previous conversation and of our cancelation policy (which requires a doctor’s note or evidence of a relocation to cancel the agreement).  He responded that he was okay with the current charges but that he does not want the final invoice (due August 1st) charged, and that he’ll get doctor’s note to support the cancelation and prevent that final invoice from charging his account. He said that he would email it to me right away.  I also remined him that he has 7 credits available that were good though Sept 29th.  He agreed to email us the doctor’s note and said that he’ll use the 7 credits.  The conversation was “positive” and at no time did he indicate that he was not aware of the terms of the agreement (I am attaching a copy of his signed agreement for your reference; we also sent him a copy in April when he signed up).  Frankly, he was very aware of the contract when he called us back a couple of weeks after his membership purchase in April when he told us he didn’t want to be billed for months 2 and 3 because he was going to be away for work.   

  
  During our last encounter with him it was understood that he was going to email us a note from his physical therapist—and I personally would have processed the cancelation of the pending final invoice that is due in August.  However as of today (July 22nd) we have yet to receive the note that he said he’d provide us with. Once it is received, we’ll gladly cancel the final invoice that is due in August 1st.  Per the terms of his agreement, he is not owed a refund of $200.  The credits that he paid for are available on his account for use. 

  
  We regret that he felt it appropriate to contact the BBB in this matter given our best efforts to work with him and what we perceived were mutually positive encounters.  I will personally contact him again in an effort to understand the massive misunderstanding and with the hopes of a potential resolution.  Please don’t hesitate to contact us again if you should need more information or have questions.
  
  ******* 

   

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

  Studio Owner

  Stretch Zone Apex

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

  Mobile: ###-###-####

  Customer response

  07/22/2022

  
  Complaint: ********
  
  I am rejecting this response because: I was verbally told my account would be on hold and not charged. I was charged. 
  
  Sincerely,
  
  ****** ***

  Business response

  07/22/2022

  Dear BBB, 

  Mr SM sent us a doctor's note right after we sent our reply.  We have canceled the agreement; the final invoice of $200 will not be charged, and we waived the $50 cancelation fee given the highly unusual circumstances. We reject Mr SM's claim for a $200 refund as this was not communicated to him and inconsistent with the agreement. He has credits available that he or a family member may utilize now through Sept 29, 2022 when they will expire.  
  

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