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Business Profile

Exercise and Wellness

StretchLab - Overland Park

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

Customer Complaints Summary

  • 3 total complaints in the last 3 years.
  • 3 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:01/15/2025

    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.
    StretchLab Overland Park charged me for a month (October 14, 2024) after I canceled my membership. I was promised a refund, but I still have not received the refund. I did receive a refund email on December 14, 2024, but I still have not received any money.

  • Initial Complaint

    Date:12/18/2024

    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.
    My wife ***** had a membership with Stretch Lab on ***** ****** in Overland Park, KS. In January 2024, she asked for the membership to be cancelled and did not attend any more sessions. In late August we noticed that the monthly membership dues had not stopped as we were told they would be. I talked to the Manager of the store, ******** *****, and she said that they had had a problem with an employee who was not cancelling memberships and they fired him. We submitted a written request to cancel the membership that day. ******** said that she would refund the Feb, Mar, April, May, June, July and August membership dues payments of $326.21. The first refund came on Oct 22 (for Feb), and the second on Oct 25 (for March). I am still waiting on the five remaining refunds (Apr, May, Jun, July, August). When I go to the store and talk to ********, she says the payments are 'in process' but can provide no further details and no path for escalation or expediting. This has continued for November and December. She did leave a voicemail ln Dec 12 saying that she was trying to work with Corporate to find a way to process the refunds. Please help us resolve this issue.

  • Initial Complaint

    Date:12/17/2024

    Type:Service or Repair 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.
    In May 2024, I tried to use a gift card for services at Stretchlab and they charged my credit card for those services instead of the gift card. The charge was over $500. Most other establishments can reverse a charge like that in an instant when they make a mistake like that, but it is now December 2024 and they have still not refunded my money after several follow ups on my end. I spoke with ********, who identified herself as the regional manager, in July 2024 and she said that she had reversed the charge and that it would be 14 business days at most before I would see the reversal on my account. By mid-October 2024, the money still had not been refunded and I spoke with her again. She again said with certainty that she approved the refund and that it would be another 14 days at most. It is now December 2024 and I still haven't seen any refund. Since then, I have continued to get the runaround when I have tried to follow up on this. Most recently, I was told that "there is nothing we can do based on our system" and that I need to "follow up with corporate" in order to get my refund. Apparently, I am not the only person this has happened to, and there is a backlog of many customers who need to receive refunds and their requests are being reviewed by "corporate" (whoever that is...). The whole thing is feeling like a scam and I feel like I should warn other people away from a business that operates like this.

    Business Response

    Date: 01/14/2025

    im working with the consumer to get this resolved as soon as possible 

    this was with an old manager 

StretchLab - Overland Park is NOT a BBB Accredited Business.

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