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Business Profile

Exercise and Wellness

StretchLab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

This profile includes complaints for StretchLab's headquarters and its corporate-owned locations. To view all corporate locations, see

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StretchLab has 2 locations, listed below.

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    • StretchLab

      2712 W 53rd St Fairway, KS 66205

    • StretchLab

      106 W 11th Street Suite 5 C1 Kansas City, MO 64105

    Customer Complaints Summary

    • 1 complaint in the last 3 years.
    • 1 complaint 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.

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    • Initial Complaint

      Date:05/03/2024

      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 joined Stretchlab Fairway location in October 2023. On 4/17/24 I emailed them requesting my contract to be cancelled. I explained I wouldn’t continue receiving their services due to my ankle being fractured and that I would resume their services in the fall. They requested a note from my doctor, I sent them an x-ray report. The insisted they needed a doctor’s note, no reason why was given. Their emails to me were never signed, so I didn’t know who I was referring to (name, she/he) which to me is very unprofessional. I wanted to review the contract I had signed, because I remembered that the contract states that you were just required to let them know via email of your willingness to cancel with one month notice. I requested that on 4/23/24. My email was ignored. On 4/29/24 I texted ****** (I have his personal number) he provided it to me when he wanted me to try Strechlab. I wanted the contact info for the manager over the Fairway location manager. ****** ignore my text. On 5/1/24 I posted a question on **** asking if anybody out there had had problems when canceling at Stretchlab, I checked today and my question was deleted. You were only required to keep the contract for 3 months. This is not acceptable and hope for this to be taken care of asap. Very unprofessional from their part. I have waited to give a bad review on **** and other platforms because their therapists did a fine job and they treated me with respect. Sorry to say their management is terrible and this has been a bad experience for me. * I don’t have a screen shot for my question posted and later deleted on ****  * BE AWARE: health and private information on my health record attached in this complaint (HIPPA). I am sending this sensitive information because is proof of what I sent to them.

      Business Response

      Date: 05/03/2024

      ****** sent an email on April 13th, 2024 at 11:54 AM requesting the cancellation of her membership. 
      We replied on April 15th, 2024 at 10:29 AM asking for a doctors note to cancel out the membership. 
      ****** replied on April 17th, 2024 3:32 PM that she does not have a doctors note and she would only be able to get us X-Ray results. 
      We replied on April 17th, 2024 at 3:41 PM stating that we would require the doctor’s note. She could give her doctors office a call and get another one. 
      - We usually have no issue with other clients when requesting a doctor's note. Some doctors' offices will even send the doctor's note directly to us. We also do not require this to be a physical form to make it easier for the member to send it over to us. 
      ******: April 17th 3:45 PM sent us a picture of the X-ray
      April 18th - Manager at Studio put cancellation in the system. 
      ****** ** ** *** signed up for a membership on 10/13/2023. She paid for 10/13/2023, 11/13/2023, 12/13/2023, 1/13/2024, 2/13/2024. She completed 18 of these sessions in studio and did not show up for 2 meaning she completed everything that she paid for plus a free 50 minute session that we gave her for the first session. 
      Since she did not reach out to us requesting a cancellation until April 13th. She would be obligated to pay the March payment as her contract states a 31 day notice for cancellation. We wanted to be understanding and even canceled this payment even though the injury with the foot happened long after that date. 
      Desired Settlement: 
      Cancellation of contract. 
      - Contract has been canceled since April 18th. 
      Refund of the money paid OR a voucher
      - All sessions paid for have been used or completed.

      Customer Answer

      Date: 05/16/2024


      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution is satisfactory to me. However, I'd like to add that the information the manager included in his response is incorrect, I did not send a photo of an X-ray, I send a photo of an X-ray report.  The manager does not know the date of my injury as he stated on his reply, the report on the X-ray reading is from 4/15/2024, however that is not the date of the injury.  The manager asked for a note from my doctor without this being required for the cancellation to occur, and yes, I do have a problem complying when I am the one paying for the services and I am asked to do something more that I do not need to do.  I gave a note to my employer because it's important to me to keep my job.  This manager has been nothing more than unprofessional and rude. The 2 times I cancelled the appointments I was told I would be able to make up for them later on (of course if I continued receiving their services).  I would never go back there again and will continue sharing this awful experience so other people know what to expect from this business.  I had to go as far as contacting the BBB for him to respond to my request to cancellation.  Thanks BBB for your support.

      Sincerely,

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

    StretchLab is NOT a BBB Accredited Business.

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