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:08/30/2024

  Type:Order 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.

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. I dispute the claims as previously stated.
  
  
  Regards,
  
  
  
  **** ******
  inst Stretchlab charging me. They have made multiple attempts to bill my credit card that have been blocked (they continue to try and bill my credit card)

  Business Response

  Date: 08/30/2024

  I have attached all documentation related to Mr. Denham's complaint.   Our agreements have an initial term of 3 months and then they go to "evergreen" status which is a month to month agreement.  As Mr. ****** shared in his complaint, we waived the initial 3 month term.  What Mr. ****** failed to mention is further down on the policy checklist (the 6th bullet point) it states, "Written Membership Cancellation form must be received 30 days prior to next billing date to cancel monthly recurring membership and prevent further charges".  All of our policies are verbally explained line by line using our membership policy checklist (see attached) with the client and the client then signs and dates the form confirming that all items were reviewed with them. Mr. ****** signed this form on "25 June 2024".  The computer signatures for the agreement are as follows: 1) Consent to membership term  - this signature is saying there is a 3 month initial term then the agreement goes to month to month. 2) Permission to charge your card on file - this signature gives the business permission to charge his card on file for his membership 3) Agreeing to terms and conditions - this signature is saying he agrees to the policies that were outlined in the Membership Policy Checklist including the 30 day written notice for cancellation. 4) Cosigner - this signature was skipped as he was not cosigning for anyone.  I have attached his written membership cancellation form which was returned on 7/15/2024 4:16:30 PM.  Therefore, he was responsible for the invoice that we are trying to collect on 7/25/24. The cost for our services is $289 per month with $17.34 in sales tax for a monthly total of $306.34.  Our policies were clearly outlined in writing for him to review and he signed off that they were reviewed and he agreed.  He is now upset and claiming these policies were not explained, but there is more than enough documentation and evidence that proves our policies were explained before he made a purchasing decision.  Mr. ****** sent an email questioning this last charge. We were willing to extend his credits for him to use, but in his response he stated, "you can speak with my attorney going forward."  Since he was threatening legal action, we ceased communication with him as the business will have their attorney advise from this point forward.   It should also be noticed that his membership cancellation reason stated he was canceling due to work travel, but the complaint filed with the BBB states that he "decided I did not value the service and canceled in store". 

  Business Response

  Date: 09/06/2024

  From Mr. ******** complaint item #1:
  She had me sign the attached "Membership Policies" sheet and advised that the initial 3 month term is waived by singing up today. Also, she stated that as long as I cancelled prior to the 25th of the month then there would be no further payments required.
  
  Response from StretchLab to compliant item #1:
  Our agreements have an initial term of 3 months and then they go to "evergreen" status which is a month-to-month agreement.  As Mr. ****** shared in his complaint, we waived the initial 3-month term as indicated on the StretchLab Membership Policy Checklist Item 2.  Item 1 on the StretchLab Membership Policy Checklist states:
           “All memberships auto-renew every month on your billing date.  Your billing date is the 25th of every month.”
  
  Item 6 on the StretchLab Membership Policy Checklist states:
           “Written Membership Cancelation form must be received 30 days prior to next billing date to cancel monthly recurring membership and prevent further       charges.”
  
  The StretchLab Membership Policy Checklist was reviewed in person with Mr. ****** when he voluntarily signed up for his membership at StretchLab.  He signed and dated the form on “25 June 2024”.  Where he signed the form, his signature indicates:
            “These policies were explained to me by StretchLab staff and I understand and agree to the policies presented.”
  
  Mr. ****** verbally expressed over the phone he wanted to cancel his membership to StretchLab staff on July 15, 4:15pm.  Notes from the phone call: 
            "He called to cancel his stretch for tomorrow and said that he wanted to cancel and not use any more of the credits besides what he already paid for. I told                him I'd send him the form but we do have a 30 day cancelation notice, he said he was told if he canceled before the 25th he wouldn't have to pay it. I told                him I wasn't aware of any one telling him that but I would ask and see if that was told to him."
  
  Mr. ******** account was reviewed and there is no documentation of the 30 day notice being waived.  The General Manager reached out to Mr. ****** via text message on 6/26/24, 7/2/24, 7/9/24 to check in with him about his membership.  All three attempts, there were no responses.  It is confirmed that Mr. ****** was receiving our text messages as he responded to his appointment confirmation text on 6/24/24 at 1:33pm. 
  
  
  From Mr. ******** complaint Item #2:
  "I went to two sessions and decided I did not value the service and canceled in store prior to the 25th of the month as instructed. Several weeks after I received a phone call from billing stating that I owe an additional month fee of $306.34. I have refused to pay this and now they have started posting $15 late fees."
  
  Response from StretchLab Item #2:
  Mr. ****** completed a Written Notice for Membership Cancellation on 7/15/24 at 4:16:30.  By signing the form, Mr. ****** indicated he understood the following (as stated verbatim on form – see attached for complete form):
          I understand that I will be charged one month beyond the date of this cancellation request if request was not received 30 days prior to billing date.  I have a              30  day window to rejoin without having to pay an enrollment fee.  If I wish to rejoin after the expiration date, I may be subject to a rate increase.  I understand          that I may continue to use the facility and available session credits until the cancellation day.
  
  Mr. ****** stated on his cancelation form the reason for cancellation as:
          “Work Travel”
  Yet in Mr. ******** complaint to the BBB, he stated:
          “I did not value the service.”
  
  In an email from his attorney (see attached), his attorney stated that Mr. ****** only wanted a “trial membership”.  We do not offer a trial membership.  If Mr. ****** didn’t want to commit to 2 months, then he should have purchased our Starter Pack which is for those who want to trial before making a commitment. 
  
  
  The business has 3 documents signed by Mr. ****** indicating he understood our cancelation policy.  Due to his contractual obligation that he willingly entered; Mr. ****** is responsible for the following payments:
       Monthly Membership due 7/25/24: $289 plus tax $17.34 totaling: $306.34
       Late Payment Fee Assessed 8/4/24: $15