UPDATE & RESPONSE: The owner continues to focus on being "right," but a decent business would…read moreclearly communicate such requirements in advance, especially to a client facing major surgery. I was told not to worry & to return when I could. There is a difference between being technically right & doing what is right. I stand by my review.
UPDATE & Response to Business Comment: I am genuinely sorry that my medical recovery seems to have been an inconvenience for this business. When someone is recovering from two major surgeries, it is entirely reasonable to rely on the reassurance given by staff. In my case, "don't worry, just come back when you can." Expecting a patient in that situation to independently review contract fine print, especially when no one ever requested documentation or explained the process, is unrealistic and shows a lack of compassion. Their response reinforces my concern that the priority here was not supporting a customer facing medical hardship, but rigidly defending a policy at the expense of basic human decency.
Stretch Zone's response actually confirms the concerns I raised. At no point did anyone ever request medical documentation from me. Instead, I was explicitly told not to worry and to return when I was medically able. It is unreasonable to expect a patient recovering from two major surgeries to comb through contract fine print when the business itself assures them that the medical exception applies. Their statement that I "never submitted documentation" leaves out the fact that they never asked for any. A medical exception cannot be "formally requested" if the business fails to inform the customer of the process or the need for documentation.
I communicated my medical situation in advance, attempted to stop by the studio multiple times during business hours (no one was there), and relied on the guidance I was given by their own staff. Their response also makes it clear that they are more committed to rigidly defending their position than to doing what is fair or compassionate. When a customer is dealing with significant medical circumstances, a business that truly values people would show flexibility, especially when the law requires it. Instead, Stretch Zone chose to focus on technicalities and timelines rather than acknowledging their own role in the breakdown of communication.
In short, their reply proves my point: the priority here was not customer care, but protecting revenue. That is not the kind of business I can recommend.
ORIGINAL REVIEW:
ZERO stars. Avoid this business at all costs.
Dallas was the only positive part of my experience. He was consistently kind and professional, and none of my criticism is directed at him. Unfortunately, the management and business practices behind StretchZone tell a very different story.
I had two major surgeries and was physically unable to use my remaining sessions. I notified their staff in advance and was explicitly told not to worry and to return when I could. Their own contract clearly states that medical situations qualify for an exception to the 90 day expiration.
Despite this, StretchZone refused to honor the medical exception written directly into their agreement. They never requested medical documentation at any point, yet later claimed it was required. Had they asked, I would have provided it immediately. Instead, they chose to interpret their policy in the most rigid and self serving way possible.
What was most concerning was the tone of their final response, which ended with:
"We consider this matter closed and will not be engaging in further correspondence regarding this request."
For a customer in my situation, this abrupt dismissal was extremely unprofessional and showed a complete lack of basic customer service, empathy, or willingness to resolve a legitimate concern.
California's Health Studio Services Contract Law exists specifically to protect consumers in situations like mine. Under Civil Code §§ 1812.80-1812.98, customers who become medically unable to use services are entitled to cancel and receive a refund for unused portions once a physician verifies the disability. I was temporarily disabled and unable to use the sessions through no fault of my own. StretchZone knew this and still refused to make any adjustment to my membership timeline or offer a refund.
This experience made it clear that once they have your money, they enforce policies selectively, ignore the spirit of their own contract, disregard consumer protections, and shut down communication rather than working with customers in good faith. They chose to be "right" on paper instead of doing what was right in practice.
I strongly warn anyone considering this business to think twice. What appears to be a friendly wellness service on the surface is, in my experience, backed by rigid, questionable, and unfair business practices.
Bottom line: I gave them the opportunity to do the right thing, and they chose not to.
StretchZone - do better.
