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

Personal Services

StretchLab Glastonbury

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Personal Services.

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:12/04/2024

    Type:Billing Issues
    Status:
    Unanswered
    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 September 4, 2024, I submitted a request by email to put my account on hold, which is the preferred way to receive those requests according to the business. The *********** location not only didn’t put my account on hold, they continued to charge me monthly fees plus late charges ($349 + $15 late fee) for both September and October. I spoke repeatedly with their billing office and Rhianna at the *********** location. At that point, I was told that I would have to pay off the two months of fees ($758 + $30 late fees) before they’d put my account on hold.

    They did find the email from the beginning of September requesting the account hold, but I was told by Rhianna that they could not reverse the monthly fees incurred due to their error and insisted I needed to pay the amount just to have my account put on hold. Eventually I did agree to pay the September fee of $349, but not the late fee, since it was debatable that they may not have received the communication prior to the billing cut off for that month. I told them I would not pay the remaining balance of $349 + $15 late fee for October, as my account should have been on hold at that point.

    During this time from September thru November, the billing office has attempted to charge my credit card daily. And I have received almost daily calls from both the billing office and StretchLab location. I have submitted another email requesting that they completely close my account and cease calling me to pay an amount I do not owe them.

  • Initial Complaint

    Date:08/21/2024

    Type:Billing 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.
    I initially signed up at stretchlab glastonbury for 3 months. I asked the front desk person about signing up and what I need to do. He indicated that all I need to do is notify them with more than a 30 day notice to cancel my membership. I stated at that time, that I'll give my notice now (3 months in advance which would be a membership for may-July), and the guy said that he would note it in the system. I had assumed that everything was in order, but I just received an additional 1 month charge for August on my credit card for $349.89. I would like a refund of the $349.89.

    I am very disappointment that strechlab hasn't held up their end of the contract and are attempting to fraudulently charge me for an extra month. I had enjoyed my services at stretchlab and its is very unfortunate that they have violated our agreement and have charged me for an extra month.

    Business Response

    Date: 09/09/2024

    Hi,

    The customer refereed to in the complaint enrolled in a monthly agreement at StretchLab. The initial agreement for this client goes for 3 months and then is a month to month agreement with a 31 day notice to cancel. Upon the clients request to cancel we processed an immediate cancellation and waived his last month as a good faither gesture for the clients. 

StretchLab Glastonbury 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, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

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.