This particular location management took advantage of our teenage daughter who used her hard earned money to pay for a 3 month membership. The whole selling point of this membership from the manager was that you can cancel at any time after you have paid your 3 month minimum fee.
If you go to the website for the Stretch Lab, there is a contract there which states that you can cancel at any time. However, the contract from this location is different and in very fine print states cancellations need a 31 day prior notice. We were never told this. This is very different from the Stretch Lab website. Again, what we were told from the manager was that we could cancel at any time after paying for the 3 months,which was the whole selling point and which matched up to the Stretch Lab website contract.
Management would rather lose a loyal customer and over $1,000 for a membership start-up later in the year when our daughter needs it again, than to be a little flexible.
It was more important to management that they receive their $289 for an additional one month than to be flexible knowing our daughter had plans to renew again once track season started back up, which would have made them well over $1,000. Not very business savvy. You would think the manager would have been more interested in getting a returning membership customer plus any of our daughters referrals than to be so stringent in sticking to her policy. No flexibility whatsoever, not even for a loyal customer who they had come to know due to her frequent visits.
Very sad and unfortunate customer service from management at The Row location. read more