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Business Profile

Physical Therapist

StretchLab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Physical Therapist.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:11/14/2024

    Type:Order 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.
    I signed up for a monthly StretchLab membership, which provides assisted stretching similar to physical therapy. Upon signing up, I told them I would be out of town and wouldn't be able to attend any appointments for at least a week. They said no problem, they could pause my membership to allow me time to return and keep my appointments. This was a lie. They didn't pause my membership and upon my return I had limited time to book my appointments for the month. And when I did try to book those appointments using their app (their recommended way of booking appointments) I got errors saying I didn't have enough credits to book appointments, despite being a new member with a months worth of credits. I tried booking appointments further out to try and solve the error and it gave a contradictory error saying my credits would expire prior to the appointment date. When I complained about these issues they said sorry, but that my credits would still expire as usual. At this point I just wanted to cancel my membership since half of my credits were wasted. I tried cancelling it 2 days prior to the next monthly cycle and they said that wasn't enough time to cancel and that I would be billed another $260 for the next month, plus another $100+ cancellation fee. I've been billed $520 already and I'm about to be billed more for the cancellation fee, for only $130 worth of services. They took zero steps to resolve these issues and earn a customer until after I decided to cancel. I believe they have a predatory business model that lures people into contracts that are difficult to cancel while also making it difficult to schedule appointments. They asked over and over if I was SURE I wanted to cancel, and delayed submitting my request to purposely extend my membership an additional month. I'm also certain that all their positive ****** reviews are fake.

    Customer Answer

    Date: 11/19/2024

    This business has refunded the last months payment of $260. Which I suppose is satisfactory. You can mark my complaint as resolved.

StretchLab is NOT a BBB Accredited Business.

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