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Business Profile

Health and Wellness

StretchLab - FLEXFITNESSLAB LLC

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Health and Wellness.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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: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.
    I have belonged to StretchLab for about 16 months or so paying $589 a month to do so.I brought my then 16 year old son ***** in with me August 2023 to have a stretch.The Manager at the time **** said I could just let ***** come in and use the available stretches on my account.I discovered about 2 months ago that StretchLab has been charging me an additional $309 a month for a membership for Heath.This has been going on for 14 months.I have had numerous conversations with numerous managers who all swore they would get to the bottom of things.Those people all left the organization at some point.I have engaged with the new GM **** over the past month.He told me that my 16 year old son signed a contract and that's why I have been getting charged.Keep in mind that he never attended a single session under this supposed contract which I have never been shown.I explained to **** that my son swears he never signed a contract and even if he had they couldn't hold me responsible for a 16 year old's signature.They refuse to refund me my money and have only offered to give me credit's to use for future stretches.**** wrote me a condescending note explaining how he is trying to work with me on the credit's and can't do anything else.I want my money back.

  • Initial Complaint

    Date:05/21/2024

    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 signed a membership agreement with Stretch Lab on December 20, 2023. It was explained to me that the initial agreement would be for a 3 month period, after which it would renew on a month to month basis unless I cancelled. I emailed them on March 28 asking to cancel and was told about their 30 day written notice policy. I didn't read the fine print so that part was on me. I was told by their area manager that once I made my next payment, they would cancel my membership. They attempted to charge my card yesterday, May 20 (fortunately it was my flex reimbursement card and I didn't have enough funds on it so it didn't go through). I emailed saying I had unsubscribed and to please stop charging my card. They attempted to charge my card again today. I need this to stop.

    Business Response

    Date: 06/04/2024

    Afternoon,

     

    We have worked with the client prior to receiving this notice and it has been resolved to her satisfaction. Her communications with us were flagged as spam and this led to decreased turnaround time from our system acknowledging her cancellation. She's all set.

     

    Thank you!

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

    Area Manager

StretchLab - FLEXFITNESSLAB LLC is NOT a BBB Accredited Business.

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