ComplaintsforStretchLab
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
07/10/2024
- Complaint Type:
- Billing Issues
- Status:
- Resolved
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
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 response
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
04/19/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
**** 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
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
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
************
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BBB Rating & Accreditation
This business is not BBB Accredited
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Customer Complaints Summary
2 total complaints in the last 3 years.
2 complaints closed in the last 12 months.