ComplaintsforStretch Zone

• Initial Complaint

  06/24/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I signed up on June 3rd for a membership with stretch zone. They walked me through the program and said I can sign up for a three month membership but I can cancel at any time as long as it was the week before the billing for the following month, that there was no commitment similar to a gym commitment. After three weeks I determined this is not for me and I called to cancel the membership just like they told me I had to do and call the week before. When I called they told me now I had to give 30 days notice plus an additional $75 which is not listed in the contract. The contract states that once your membership goes into the flex membership then you are required to give notice. This franchise improperly provided the information and there contract does not state anything they are telling me now. The individual I dealt with told me he owned the franchise and now he is telling me he is just the manger and to contact his regional manager. This feels like a scam to me. Have the customer sign one thing and provide something else.

  Business response

  07/10/2024

  This is the second time entering in a response to this complaint. Please note. Miss ******** called out store in Clifton Park on Monday June 24th to state she wanted to cancel her 12 week agreement she signed on June 3rd. It is a 30 day cancellation for any program, and a $75 cancellation fee for the program as well which is explained to every customer prior to purchase. She was informed of this and continued to call throughout the day to speak with Clifton Park Location Manager Mark S******. At 8:32 pm on June 24th, she contacted Regional General Manager Sari M***** on her personal line (which never should have been given to a client) by text, and had already filed a complaint with the BBB prior to that message (she texted the filing to Sari). No one from upper management had even had a moment to speak with this client before she filed a complaint, as she did so prior to reaching out to Sari who could have learned more about the situation. Sari replied to the BBB complaint upon receipt after sharing information about the situation, with owner John B*****. ——-On July 3, client called Saris Personal line while she was on vacation and began yelling at her, then texting her, which was when the entire matter was handed to owner John B*****, who promptly called her and she has yet to return his call. This client signed a 12 week agreement, and after speaking with the staff, is claiming something that none of our staff would have ever stated. We have multiple programs available, the 12 week program is not a program that can be cancelled in 30 days. They would have offered her the Flex program which is the same price per session, but is a 30 day program had this conversation occurred the way the client is stating. The client was billed on July 3rd per the terms of her signed agreement. 

*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. ↩