We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Exercise and Wellness

StretchLab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 2 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:07/10/2024

    Type:Billing Issues
    Status:
    Resolved
    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.
    On July 3, I went to the StretchLab location in ********** for a session that I paid $49. They tried to hook me into a monthly service at an astronomical amount. I declined. She asked if I wanted to book 3 appointments and I agreed to the following 3 weeks. She said they have a cancellation policy of 12 hours beforehand. However, after further consideration, I decided it would not be worth it at this time so I decided to cancel. I also checked my statement and noticed they had already charged my $339 for my next 3 visits. I contacted them on July 9, within the window, and they fully declined my cancellation and refused to refund my money. I never authorized these charges.

    Business Response

    Date: 07/11/2024

    Good afternoon,

    *************************** tried to cancel his membership outside of our 3 days cancellation policy. The 12 hours cancellation is for the appointments only. It was clearly a miscommunication. However, we have decided to refund his full membership. Please see attached for confirmation.

    Thank you!

    *************************

    Stretch Lab-**********

    Customer Answer

    Date: 07/12/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution seems satisfactory to me.   I have checked my credit card account and it appears to have been refunded.  If anything should arise, I will reach out regarding this case.

    Regards,

    *****************************

  • Initial Complaint

    Date:04/19/2024

    Type:Product Issues
    Status:
    Answered
    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.
    **** the manager. Seems desperate to keep his membership while hurting the face of his business. So this is the only place we can leave an honest review of the scenario so others can be aware to proceed with caution and signing any agreements with them. I have three collabs lower lumbar discs I came in there to try to find some relief from pain and to work on my core exercises in hopes of avoiding surgery. **** was explained all of this . He was supposed to communicate with me before charging our card that he had put on a frozen hold. Card was charged $800 for the month when it should not have been there was no communication prior the card was just charged. Just a coincidence the same day the card was charged I was having 12 back injections and was instruction to no extreme exercises no extreme stretching of the sort.I called stretch lab from ******** where I was having my services. Explained exact situation to them which they were aware of and guess **** didn't note the client file. We had communicated and I had sent him my medical records and treatment schedule. His answer was he couldn't refund the money and wanted to freeze the account for use in the future. After the way the account was handled the failure of communication the failure and customer service I would definitely not want to do business with this location and Company. That's not quality customer service. It's obvious that they don't listen, note Client accounts or Follow instructions. All of this was explained to **** in detail at the time of initial services.And in keeping things really straight. Yes **** gave a good stretch but the other four therapist I met along the way were weak and didn't follow the profiles protocol. I would not recommend this business I would not sign any contracts I would not sign any memberships with them.

    Business Response

    Date: 04/29/2024

    Hello,

    This complaint is for the Stretchlab **********, not Dominion.  Dominion is located in ***********, ***

    Wrong studio.

    He was never in our studio and nor in our system. We do not have a manager names ****.

     

    Here is the correct studio information. 

    Stretchlab **********

    ************************************

    ******************************************* ***********************

    ************

    Business Response

    Date: 05/31/2024

    Good afternoon ******,

    **** has been out due to her wife has been sick. I have checked with my TEAM and ************************* has been taken care off and his account done right. He has removed the BBB complaint awhile back. Can you please remove it from your website please?

    Thank you!

    *************************

    Accounting Manager

    ************

StretchLab is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.