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Motion Stretch Studio Grand Parkway

6600 Spring Stuebner, Ste 180, Spring, Texas, United States, 77389

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Reviews Rehabilitation Motion Stretch Studio Grand Parkway

Motion Stretch Studio Grand Parkway Reviews (%countItem)

I had went for a free stretch back in dec 2019 and to get the free stretch you joined membership which I did as I really liked what I got.
So Dec 2nd was I think my first month I paid in contract for which I understood that you give 30 days cancellation notice to my $140 membership. I was booked in for Mondays at 7pm for 30 minute stretches with Douglas. When I was booking with my stretch for the first month we were on the understanding that this would be recurring for while my membership was valid as it was a day and time I could make.
On Jan 6th 2020 after being charged for my stretch on Jan 3rd, I went to the studio to see a notice on the door that they were closed for maintenance repairs. I texted the company and they said I was not on the schedule so they never needed to inform even though I got the reminder text on the Sunday but was unable to respond as I was busy with taking my daughter to return to school. So the next week on Sunday Jan 12th I phone the studio around 12:20pm and speak with the worker to confirm an hour stretch for Monday at 7pm. All was confirmed and she could see the schedule. I turn up on Monday Jan 13th and all of a sudden, I am not on the schedule AGAIN but they have another customer in my place. I asked to call the manager and just give me a refund as this is now 2 weeks in a row that my sessions are not on the schedule. They try to cover it with “system glitch”. I tried calling the studio daily for a week and never got a call back from manager. On the 20th she called me and said she is trying to get in touch with corporate to get an answer. Still that took another week before she emailed me. Then once I replied to her it took another week for her to reply. All I wanted was cancelled membership and refund for what I had not used as they cancelled on me 2 times and it took so long to get answers. I have text photos and email conversations.

Motion Stretch Studio Grand Parkway Response • Feb 17, 2020

Please see the attached documentation which includes; Sarah's membership agreement,Sarah's Appointment Tab, Sarah's Visit Tab, and Sarah's Cancellation Tab. Our Studio Hours are Monday-Friday 7am-8pm, Saturday/Sunday 9am-4pm.

Sarah stated that she had an appointment on 1/6 at 7pm with Douglas. If you take a look at the cancellation screen provided. You will see any all cancellations made of sarah's stretches. We are not able to manipulate or change any sessions or time stamps on this screen. Sarah stated that she received a confirmation text prior to her stretch. This is untrue because as you can see from her schedule,visits and cancellation. This stretch was never on the books. We did apologize to Sarah for not contacting her about the studio closure but as there was not a stretch present on the books, we did not realize the need to reach out to an individual client. We have since taken the necessary steps to make sure all clients are notified of closures. We did explain that all stretches needed to be scheduled monthly and asked if she would like us to schedule these for her in-light of the non-existent cancelled appointment. She evaded the question through text.

Sarah called in and spoke with a sales rep and was again explained how to schedule and that it was her responsibility to schedule appointments each month as an auto-recurring session was not something we provide at this time.

Sarah called on 1/12 to schedule her session on 1/13 at 7pm. Our sales representative scheduled the appointment but did not save it. As you can see from the cancellations tab, this appointment does not appear. We did speak with our sales representative to inquire about the appointment and she states that she did schedule and save the appointment. I have spoken with our systems team (Mindbody) they confirmed that it could not have been saved otherwise it would have shown on the cancellations tab from either an early cancel or late cancel. We did explain to Sarah that this appointment cancellation was our fault and we sincerely apologized as we had not seen this happen within our studio. I proceeded to extend out the sessions by an additional month and offered 2 additional stretch sessions to be used within 6 months. Sarah then proceeded to counter asking for a refund of January because she was not able to schedule 2 of her appointments.

We have told Sarah several times over the phone that Motion would not offer a refund for the month as she has plenty of opportunity to use her sessions during her 30 day cycle, which again was extended to 60 days. She could also use her session in the capacity designed in 60 minute increments instead of 30 which would allow her to use her sessions in the original 30 day period.

Sarah continued to press for a refund at which point, she was sent an email from our regional stating that the sessions were extended and 2 additional sessions added to her account. Adding 2 additional stretches to her account is the equivalent of giving her a free month as her membership allows her 2 60 minute sessions monthly.

Sarah proceeded to accept but stated that she would not pay her February billing and would be cancelling her membership immediately with the intention of using all stretches on her account.

Per Sarah's signed agreement a 30 day cancellation is required to terminate with 1 last billing cycle. When Sarah cancelled her card so she would not be charged again, this placed her account in default and forfeited any sessions remaining as stated on her membership agreement attached.

Sarah's only argument when we apologized about the error and attempted to make the situation right was that the sales associate stated, "see you next time!" We strive to give the best customer service within reasonable accommodations and have since improved and trained on the situation that occurred above. We would be more than happy to reinstate Sarah's membership once she updates the account with an active credit card. Thus reinstating January,February and the 2 additional stretches.

Customer Response • Feb 17, 2020

Revdex.com:

I have reviewed the response made by the business in reference to complaint ID, and have determined that this proposed action would not resolve my complaint.

[Provide details of why you are not satisfied with this resolution.]

so even that they are saying that they would extend the credits for January that I paid for that would only let me use them if I were to pay an additional $100+ to keep a membership. So in this sense they are not extending anything. So why should I have had to pay another month tuition fo what I had already paid for and it was Sierra that said cause I had taken my CC off file that the stretch that was booked would be cancelled and all stretches forfeited until payment is done. But I had paid and it took Sierra 2 weeks to sort this out in the first place.

poor business model and once I had said to them that I do like the stretches and would be back on my own terms but just not with membership they still refuse me.

Regards

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Address: 6600 Spring Stuebner, Ste 180, Spring, Texas, United States, 77389

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