Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:10/16/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On April 16th, 2024, I requested service at stretch Lab to help me with a Sciatic Nerve condition I have been experiencing. I agreed to a month of treatment for a total of ****** which gave me four sessions with a stretch Technician. I was asked to pay in advance for the sessions which I did with a credit card. I was asked to sign for the credit card payment which I did on an electronic tablet. My signature was then falsely used to sign a long-term agreement that I never agreed to and was never told about. The business never explained to me about any long-term contract and falsely used that same electronic signature to sign the contract. I believe this to be fraudulent and illegal.

  Business Response

  Date: 11/15/2024

  Hello.

  Mr. ******* came in for an Introductory session. He was impressed with his session and approached the front counter to discuss scheduling another session. We pulled out our price lists and proceeded to tell Mr. ******* that our monthly memberships are far and away our bInest price per session that we offer. We only offer these prices to recurring monthly memberships with an initial term of 90 days. We always start our sales presentation with our memberships simply because they offer our clients the best value. After showing Mr. ******* our membership prices (This can be found on page 5 of our pricing presentations, which is attached). Mr. ******* immediately pointing to our 4 x 25 membership. This offers four 25-minute sessions per month. He said this is what I want after pointing to the 4 x 25 membership on our pricing presentation. We do NOT offer a 4 x 25 package for $169. We offer 3 and 5 packs of 25-minute sessions for $149 ($49.66 per session) and $259 ($51.80 per session). Mr. ******* chose the membership that breaks down to $42.25 per session, a significant savings. Memberships are always recurring on a monthly basis. You cannot walk into a golf club or gym and choose only a one month membership. They simply don't exist. He was sent a receipt on the day he purchased this membership stating that it is recurring. He also received a Welcome email from us later that day explaining all our membership terms. In the state of ******, clients can opt out of a membership contract within 3 days. If Mr. ******* was not satisfied with the membership terms, he simply needed to contact us within 3 business days to cancel. He chose not to do that. 

  Please review all attachments thoroughly. We've done everything by the book and we have his signed contract as proof. Even despite his claim that we fraudulent signed a membership agreement. He signed a contract for a 4 x 25 membership for $169. We do NOT offer this a single month package, despite what Mr. ******* assumed.

  Please let us know if you have any further questions.

  Thank you,

  Stretchlab Lake Oswego