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

Exercise and Wellness

StretchLab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise and Wellness.

Complaints

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:06/02/2025

    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.
    Dear StretchLab Latham Team,

    I am writing to formally cancel my membership effective April 28, 2025, in accordance with my contract’s 31-day advance notice requirement. As today is March 28, 2025, this notice is being submitted on time to ensure my membership does not renew.

    I understand from your recent message that my account currently has a past-due balance of $174.00. Please confirm whether this balance is required to be paid in full for my membership to be officially canceled and ensure that no further charges are assessed after April 28, 2025.

    Please confirm in writing:

    That my membership will terminate on April 28, 2025, and will not renew.

    That the current balance due is $174.00.

    Instructions to resolve the balance if necessary to complete cancellation.

    Thank you for your attention to this matter. I appreciate your assistance and look forward to your written confirmation.

    Sincerely,
    ******* ***** brought the SIGNED and dated letter to CANCEL to them, in PERSON as instructed BEFORE the billing should have went recurrent. The individual at the desk said he did NOT know how to cancel a membership and proceeded to REMOVE my card AND take a photo of my letter and sent to his supervisor/manager while I was standing right there. I asked for follow-up in the event that something else may be needed. I also submited an EMAIL and also asked for confirmation. I also SPOKE with someone that acted as if I owe and I do NOT.

    Business Response

    Date: 06/24/2025

    The last required payment on 3/28 was declined. This past due amount led the account to be inelliglible for cancellation. Somehow, under previous management, this may have gone. unnoticed and collections calls were made by an outside company that handles past due accounts.

    The initial BBB complaint came in as we were in a state of transition in management. On June 4th, as soon as we were aware of the issue, we decided to cancel all overdue balances and cancle the membership with the assumption that an oversight had occurred on our part in an effort of good faith. 

StretchLab 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.