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 Programs

StretchLab

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

Customer Complaints Summary

  • 4 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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Product 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.
    The policy and management here is terrible! I was excited to try this place since I suffer from lupus and chronic inflammation. I received a gift card for ONE session and used it in mid-January. I enjoyed it enough to purchase THREE more sessions through an email offer and an additional EIGHT while I was there, thinking Id commit to weekly visits if I prepaid unfortunately, without fully understanding their expiration policy.After realizing the sessions had an expiration, I asked the desk clerk if I could pay extra to extend them, but she assured me she would take care of it. I knew there was no way I could use all ELEVEN sessions in FOUR weeks!I ended up using about THREE sessions before receiving a call from a manager questioning why my account was "frozen." I had no idea it was frozen, although I assume the receptionist did this to prevent my sessions from expiring??When I kindly asked for my package to remain valid just once as a courtesy, promising to "pay as I go" in the future, the manager told me I should have read the fine print and that all of my remaining EIGHT sessions would expire. A few days later my husband called to try to discuss this with her and she said she would give me back TWO of the sessions but when he told her that was unacceptable and he would dispute the ** charge she said she was CANCELING MY A**OUNT and then HUNG UP ON HIM! Now, in early March, Im **** *** of luck plus $600. I am FURIOUS even typing this!What a complete SCAM of a business model. Elderly and disabled individuals seek services like these for relief - not to be TAKEN ADVANTAGE OF! Expiring PRE-PAID SESSIONS is absolutely unjustifiable. You should all be ashamed of yourselves!

    Customer Answer

    Date: 04/03/2025

    Better Business Bureau:

    At this time, I have not been contacted by StretchLab regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/24/2024

    Type:Product 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.
    I paid a membership monthly subscription to StretchLab in ***********. The place closed down without any notice and they never delivered the services I had prepaid for There is a message on their phone that they are closing down due to financial issues. I write a message to the website of the Stetchlab headquarters (**********************************************) and I never got any response back. I am looking for a full refund

    Customer Answer

    Date: 06/18/2024

    Better Business Bureau:

    At this time, I have not been contacted by StretchLab regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:05/21/2024

    Type:Product 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.
    I purchased a package at the ******** location. I had 2 remaining stretches and on Tuesday April 30th, 2024 received a text that this location was closed and the cessation of all operations was effective immediately. Unable to contact owner or corporate for any resolution. I went to the ****** location, they were aware of situation but each location is privately owned franchise and there was nothing they could do for me. The ****** owner did reach out to corporate and they stated they were aware and working on it. So far they have done nothing and not been in contact with any customers that have lost $ due to the closure. I am looking for help or guidance.Thank You.

    Business Response

    Date: 05/16/2024

    ONCE AGAIN THIS IS NOT FOR STRETCHLAB IN DEL MAR! CLEARLY SAYS ********. REMOVE IMMEDIATELY.

    Customer Answer

    Date: 06/17/2024

    Better Business Bureau:

    At this time, I have not been contacted by StretchLab regarding complaint ID ********.

    Sincerely,

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

  • Initial Complaint

    Date:01/03/2023

    Type:Order 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.
    SIGNED UP FOR A 3 MONTH TRIAL MEMBERSHIP 9/2019. VERBALLY CANCELLED MEMBERSHIP WITH MANAGER IN 12/2019. COMPANY CONTINUOUSLY CHARGED ME MONTHLY $146.10 FROM 1/20-10/22; INCLUDING DURING COVID. I REACHED OUT TO THE ***** WHO STATED THAT MY CONTRACT STATES THAT I HAD TO TERMINATE MEMBERSHIP THROUGH WRITING. HOWEVER, I WAS NEVER TOLD THAT INFORMATION WHEN I SPOKE WITH MANAGER BACK IN 12/19. I HAVE REPEATEDLY ASKI FOR A COPY OF MY CONTRACT AND THE ***** JUST SEEMS TO IGNORE MY REQUESTS. HE STATED THAT THE BEST HE CAN DO IS REFUND ME FOR 3 MONTHS SO HE DOESN'T HAVE TO "BREAK THE ****** HE IS OVERCHARGED ME OVER *******. I HAVE REACHED OUT TO MY CREDIT CARD COMPANY AND THEIR CORPORATE OFFICE. PLEASE HELP.

    Customer Answer

    Date: 01/28/2023

    Better Business Bureau:

    At this time, I have not been contacted by StretchLab regarding complaint ID ********.

    Sincerely,

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

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. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

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.