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:08/24/2022

  Type:Order Issues
  Status:

  ResolvedMore 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.

  I had a consultation with the Stretch Zone in Myrtle Beach in May of this year to seek guidance in achieving greater overall flexibility. As part of the consultation, I was asked if I had any medical conditions and informed the consultant about a deteriorated lower disk and an injured rotary cuff in my right arm. Teh consultation included a general example of assisted, full-body stretching. The stretching felt good during the consultation and I agreed to sign up for 4 subsequent stretch sessions. Shortly after my first visit, I began experiencing pain in my shoulder and lower back. As time passed, the pain worsened and I was diagnosed with a slip disk and sciatica. I since consulted with a spine doctor who advised me to skip the stretching program at the Stretch Zone as it may aggravate my existing conditions. When I called the Stretch Zone to explain my problem and request a refund on the subscription I had paid for the 4 sessions, I was informed by the manager that their policy was to not issue refunds and suggested that I offer my pre-paid sessions as a gift to family or friends. I asked if I could talk with a corporate manager to re-consider their non-refund policy. I was given three different numbers to call, none of which were in working order. Trying to google an appropriate contact for Stretch Zone proved to be just as unsuccessful. Although I signed a contract for the Stretch Zone's services, I believe that they were irresponsible in 'selling' me their services after I had disclosed my pre-existing conditions. I am seeking a full refund of the $260.00 that I paid this business and also would like to prevent this from happening to others.

  Business Response

  Date: 10/27/2022

  Business Response /* (1000, 8, 2022/09/08) */ Contact Name and Title: William S**** owner Contact Phone: XXXXXXXXXX Contact Email: ********@gmail.com I just received this complaint yesterday September 7, 2022. I have not received any other BBB notice prior to this. I received nothing on 8/25/2022 as is listed in the above ACTIVITIES section. I received NOTHING on 9/2/22 as also listed in the ACTIVITIES section of this notice. My first notice of any complaint whatsoever was yesterday September 7, 2022. As the owner of Stretch Zone Myrtle Beach, I am very disturbed by this complaint as I am very accessible and I'm physically in the Stretch Zone studio at least 3-5 days per week. Since opening Stretch Zone Myrtle Beach in July 2019 we have never received a single complaint from anyone for any reason. I attempted to contact Mr. ******* within 1 hour from the time I first received this notice yesterday in the mail to resolve his issue. After getting a call back from Mr. ******* later in the day yesterday, within minutes, his issue was resolved. I agreed to a full refund of his $260 payment even though Mr. ******* did not even request a refund until over 3 months AFTER first purchasing his 4 session package. On May 12, 2022, after receiving a free (no-charge whatsoever) one hour consultation and assessment which included a 30 minute personal stretch session by the certified Stretch Zone General Manager, Mr. ******* entered into an agreement, a written contract where he signed his name in 4 places, to purchase a 4 session package, authorizing Stretch Zone to charge the credit card that he provided the General Manager for these services. Mr. ******* authorized Stretch Zone in NO uncertain terms, that he wished to try Stretch Zone individualized stretch services for 4 half-hour sessions and paid in full with his credit card for these sessions- just as most all of our clients do. This is how all clients purchase Stretch Zone individual sessions. At this point the Stretch Zone Myrtle Beach General Manager created a personalized written stretch plan for Mr. ******* for the specific areas to focus on with Mr. ******* and areas to avoid based on the findings of the initial free consultation for Mr. *******. Stretch Zone Myrtle Beach honors a 72 hour 'right of review' if for ANY reason a person does not wish to continue with their purchase and wants to back out of the agreement, within 72 hours, we will gladly refund all monies paid. While this occurs infrequently because the General Manager at Stretch Zone goes through each and every section of the agreement sitting directly with the client -and the client is either given the signed agreement before they leave or sent the signed agreement in an email, and they confirms that they receive it, requests for refunds happen if someone gets 'cold feet' or the agreement is nixed by their significant other -or for any reason. At Stretch Zone - we understand this and will provide a full refund of the purchase amount within 72 hours - no questions asked. Mr. ******* purchased his 4 session package on May 12, 2022. We did not hear from Mr. ******* again until August 11th, 2022 when he first requested a full refund almost 3 months later. The Stretch Zone General Manager did not feel a refund was warranted at that time, almost 3 months after his purchase and offered to allow Mr. ******* to let others of his choosing to use his sessions instead of him. Mr. ******* disagreed and proceeded with this complaint. Had I , as the owner, been informed of this issue, I would have given Mr. ******* a full refund even though the actual sale was paid for over 3 months prior. At what point is a sale - a sale? The Stretch Zone General Manager followed Stretch Zone guidelines that a sale was completed in May, and under the circumstances, tried to assist Mr. ******* with a solution - one that he did not agree with - and filed this complaint. This issue has been resolved and I expect Mr. ******* will inform the BBB that it has been resolved to his satisfaction. Please let me know directly if Mr. ******* does not inform the BBB that his issue has been resolved within the next 14 days. Thank you. William S**** Stretch Zone Myrtle Beach owner Consumer Response /* (2000, 11, 2022/09/12) */ I'm happy to report that this complaint has been resolved to my satisfaction thanks to the action that BBB initiated! I received a full refund on my subscription and an apology from a manager at The Stretch Zone franchise in Myrtle Beach. Thank you