Complaints

This profile includes complaints for In-Shape Family Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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In-Shape Family Fitness has 23 locations, listed below.

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  California Family Fitness

  8680 Greenback Ln Ste 220 Orangevale, CA 95662-3970

• 

  In-Shape Family Fitness

  3443 Laguna Blvd Elk Grove, CA 95758-7515

• 

  In-Shape Family Fitness

  8569 Bond Rd Elk Grove, CA 95624-9521

• 

  In-Shape Family Fitness

  700 Oak Ave. Pkwy Folsom, CA 95630

• 

  In-Shape Family Fitness

  1012 K St Sacramento, CA 95814-3804

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.

• Initial Complaint

  Date:06/19/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  On May ******* I submitted a request to cancel my Inshape Fitness membership. the cancellation was to be effective 6/30/2025. I received email confirmation of this. I was told (which was not made clear in the cancellation email) that I would be charged the $250.00 early cancellation fee and my dues for that month. I then decided to rescind my cancellation. I spoke with ******* (who was fantastic). He said they can do that, my cancellation was rescinded and Id be refunded the $250.00 cancellation fee. I called inshape fitness middle of June to confirm if my dues + the cancellation fee were paid (I have auto pay). An employee who I spoke with stated yes I had a zero balance and there was NO INDICATION or alert that my payment did not process. I then received a credit on my inshape account for $250.00, the credit then disappeared the following day and then I got a check for $250.00 from inshape. I assumed this was the refund, I deposited the check, noticed there was not an initial withdrawal of this amount from my bank. I called inshape explained this and asked if I could keep the $250.00 or return them; and just pay the $70.00 (monthly due). I spoke with a manager ******* she said yes, I asked THREE TIMES even if my bank never took the funds out I can keep the $250.00 she stated yes. Those funds are now no longer available. I get an email stating I have a balance of $320.00 and my bank denied the charge. I called inshape asked why I was being charged this if my due payment was made and I got refunded the $250.00, they said he theyd work with the the back office and get back to me. A week or two went by and I heard NOTHING. I asked to receive correspondence by email (to have in writing). I was told by several employees that was no problem ******* would call or email me, I have not gotten any response. I got another email stating that I still owe $320.00. I called yesterday spoke with someone he sent me to managers voicemail. No response or call back.

  Business Response

  Date: 06/24/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Ms. Brown's membership records, we confirm that she joined on a 12-month agreement. When a cancellation request is submitted within the agreed term, an early termination fee applies. In this case, an early termination fee of $250.00. We received and processed her cancellation request, and charged this fee on May 29, 2025. If a membership has a balance we draft the following month, we draft the 2nd of each month. Ms. Brown was billed for the early termination fee of $250.00 and $70.00 monthly billing for June. She retracted her cancellation request and we applied a credit to issue a refund for $250.00. The refund was issued as her payment reflected as cleared. The refund check was issued on June 5, 2025. The check was cashed on June 9th, 2025. Our records indicate her payment (6/2/205) was rejected by her bank on June 10, 2025. After further review, we are unable to clear the balance. This balance is owed as her financial institution rejected her payment and she cashed a refund check issued to her. She is welcome to resolve this balance on our website at https://portal.inshapeclubs.com/paynow.
  
  In Shape Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  Vanessa
  In Shape Family Fitness Support Center

• Initial Complaint

  Date:05/30/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 up for an In-Shape gym membership in September 2024 after seeing an advertisement on my phone. I used the gym until November 2024, then canceled my membership in person because I was relocating overseas to *****. I provided a plane ticket as proof of my move to the front desk staff, who assured me the cancellation was processed. I never used the gym again after that. However, In-Shape continued charging my moms bank account without authorization for several months. When I returned and discovered this, I spoke to a manager at the gym, who told me Id need to pay a $200 cancellation fee but that I could email proof of travel to corporate to waive it. I also mentioned California Civil Code *******, which limits cancellation fees to $50 if a member relocates more than 25 miles away mid-contract. Shockingly, the staff said they werent aware of this law. I submitted my plane tickets by email as requested, since my other documents were in another language and they were not able to read or understand them, and followed up multiple times by phone and email over two weeksbut received no reply. Meanwhile, my moms account continues being charged the $200. I even tried to update the billing to my own account, but the system says billing under review and wont let me change it. This situation is unfair, unprofessional, and possibly illegal. Im requesting the $200 cancellation fee be waived under California Civil Code *******, as I moved over 25 miles away. This process has been emotionally and financially damaging. As someone from a ********** immigrant family struggling with mental health, I feel mistreated and ignored. I joined the gym to improve my well-being, but this experience has caused me nightmares and stress. I will never sign up for a gym membership again after this. Ive always appreciated In-Shape, formerly Family Fitness, and it truly hurts to feel let down like this.

  Business Response

  Date: 06/02/2025

  In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.
  
  After further review of Mr. ******* membership, our records show he is on a 12-month agreement. We received his cancellation request on October 27, 2024. The reason for continued billing is the date he selected at the time of cancellation was 09/22/2025. The selected date is when his term ends.
  
  On May 27, 2025, we retracted his original cancellation and processed the request as a 30-day cancellation request. Instead, we cancelled effective 5/31/2025. Cancelling before fulfilling the 12-month agreement, an early termination will apply. The documentation provided does not imply it was due to relocation. A utility bill, lease agreement, or insurance documentation providing the member's name, new address, and date. The new address verification is required in case the member is to be issued a refund and/or credit. That relocation verification can be submitted via email at ***************************************************************.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 06/03/2025

  I am rejecting this response because: I completely reject In-Shape's response because I provided clear proof of my relocation with a plane ticket, yet they still refuse to waive the $200 fee. Multiple In-Shape managers from different locations told me a plane ticket was satisfactory, so why is corporate now denying that? I never selected 9/22/25 as my membership end dateif I did, why didnt I use the gym for the past 8 months? Thats clearly their error. How about them blocking me from changing my payment method on their app and websitedo they apologize for that? How about never mentioning any 12-month contract in the ad that made me joinwill they apologize for that too? How about the dozens of emails I sent with no reply in the past two weeksdo they take responsibility for that silence? Now that the BBB is involved, you're suddenly taking me seriously and responding interesting. Is this how you treat regular citizens in this country, by ignoring them until a powerful organization pressures you?

  If they now require a utility bill, I can provide one, but its in another language from ***********, Thats why your own gym managers accepted the plane ticket as valid proof.
  The other documents were in a different language, and they said they couldnt read them.

  
  Now youre rejecting the same proof your staff approved thats not fair. and Im happy to translate it if that helps fix the mess you created.

  I followed every step honestly, and they continue to ignore their own communication failures and legal obligations.

  I also have a phone ******* **** from my new location in ***** that clearly shows my name, address, and date. I do have utility bills as well, but they are online only, and I pay them digitally, so I dont have physical copies. Would that be acceptable as proof of relocation?

  
  

  Business Response

  Date: 06/04/2025

  In-Shape Family Fitness received the above-referenced customer rejection, and we appreciate the opportunity to respond.
  
  Mr. ***** submitted insufficient proof of relocation documentation. We have provided a list of items that will suffice to cancel due to relocation and waive the early termination fee. If documentation is not submitted, a credit or refund cannot be issued.
  
  After further review of Mr. ******* membership, our records indicate an email notification was sent to the email address on file at the time of cancellation on 10/27/2024, and our records show that the email was opened on October 27, 2024, at 3:36 PM. The mentioned email confirms his cancellation effective date of September 22, 2025.
  
  The recent email sent to Mr. ***** on 5/28/2025 informed him that the documentation he submitted would not suffice. Our records indicate we have responded to his emails. We can waive the cancellation fee once we receive the requested documentation within 10 days from today's date. A utility bill, lease agreement, or insurance documentation providing the member's name, new address, and date. The new address verification is required to issue a refund and/or credit. Please submit the relocation verification via email at **************************************
  
  In Shape Family Fitness Clubs welcomes feedback from members and will provide resolutions customized to our individual member's needs.
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 06/06/2025

  I am rejecting this response because: To Whom It May Concern,
  Ive emailed the utility bill (which you listed as an accepted document) along with my travel ticket to verify my relocation. I sent it on June 6/2025 from ************************ to ***************************************************************.
  The utility bill was originally in *****, and I had it translated to English with help from the billing office, so its easier for In-Shape to understand. English isnt commonly used in ****, especially in ***********, and documents there follow their own formats and calendars not U.S. standards so translating was necessary.
  I also have other documents ready, like my **** page, medical insurance papers, doctor visit notes, and prescriptions, if anything else is needed. The utility bill and travel ticket together should be more than enough to confirm my relocation.
  Honestly, if someone had just told me what was needed in the beginning instead of ignoring my emails and submissions, this all couldve been resolved long ago. But Im glad were finally moving in the right direction and working toward a fair and satisfactory resolution.

  I appreciate you taking the time and showing that our voices matter **********************************start="1213" data-end="1216">***** ****** *****

  
  

• Initial Complaint

  Date:05/15/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 retired on November 2024 and my health plan qualified for fitness credits they send me a card with $300 dollars on January 2025 me and my daughter when to in shape located in ******* ca and ask a clerk how to enroll using the $300 dollars card he told me that the card money last me until May but never told me that I was signing a contract for 4 years wow the card expired I am not getting the money anymore and they are sending me a bill for $48.95 and if I cancel they want $125 dollars

  Business Response

  Date: 05/20/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Mr. ********* membership, we found an agreement for 12 months. In Shape Family Fitness does not offer 4-year agreement terms. We offer Month-to-Month and 12-month terms. As a courtesy to Mr. ******* and due to the misunderstanding, we have reviewed and reversed the balance on his membership. This includes the early termination fee of $125.00. The membership has been canceled and resolved in the member's favor.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 05/21/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 requested to ****** my membership and submitted two inquiries regarding the $200 cancellation fee. None of my inquiries were responded to and not way of contacting them by phone. I have now received a bill with also no phone number to contact someone in the company. Under California's Health Act (Civil Code section 1812.80-1812.98) provides specific protections to gym members, particularly regarding fees and contract terms. I politely ask that the $200 cancellation fee gets removed and I'll pay the remaining 128.93.Thank you!

  Business Response

  Date: 05/14/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Mrs. **************** membership, we found her membership is on a 12-month agreement. We received her 30-day cancellation request on 3/3/2025. An early termination fee is due because her 12-month agreement ends on 5/29/2025. When the member cancels before the 12 months are fulfilled, an early termination fee applies.
  
  We can retract her cancellation and process her request with an effective date of 5/29/2025. The early termination fee will be reversed, and the member is financially responsible for the remainder of the membership. Please respond and advise how the member would like to proceed with her membership cancellation.
  
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 05/15/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/12/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 mid-April 2025, I contacted In-Shape to inquire about changing my membership to include access to the ******** location for pickleball lessons. I spoke with *****, a manager, who said it would cost a one-time $40 fee and an additional $30/month going forward. I agreed.The next week, I tried to book a pickleball class and was told I needed to pay an additional $20/month to access those classesthis was never disclosed to me. I was also told I could only trial two classes.I returned to the ********* location in the third week of April and spoke with *****, the assistant manager, to request going back to my original membership. He told me that special was no longer available and that Id now need to pay $20 extra per month. He also said I could no longer bring a guest for freeit would now cost $10.I told him this felt fraudulent, as none of these fees were explained. ***** said ***** had done the same thing to other members and that he would speak with his manager and get back to me. No one followed ***** early May, I returned again. ***** offered me a personal training session, which I dont want. I reiterated I just want to return to my original membership plan. He said ******* (his manager) would call me, but no one has.This situation has been frustrating and misleading. I am requesting that In-Shape restore my original membership, with the original terms and without any added fees I never agreed to.

  Business Response

  Date: 05/28/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Mr. ******* membership, we have processed his request to revert to his original membership type. Due to the misunderstanding, his membership type was adjusted and now includes the Preferred package. This request was resolved in favor of our member.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 05/29/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  

• Initial Complaint

  Date:05/08/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Kn 5/8/2025 went to the gym and when I asked staff in front of the manager her employee in back was giving dirty looks while licking his lips when I exposed him he dropped his arms and gave a dump look when ask what the manager wood do she kicked me out and called the cops on for calling her a b**** but this is not the 1st time this has happen I have received emails from in shape stating I wood be kicked out for further interruption but I did nothing wrong except for being in front of several employees

  Business Response

  Date: 05/13/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  Our *************** team has further reviewed Mr. ******** membership and has decided to cancel it due to conduct. Due to the cancellation, a refund is being processed and issued for $65.80. The refund will be in the form of a check sent to the address on file, please allow 7-10 business days to complete the process.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

• Initial Complaint

  Date:05/03/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 contacted this company after being charged over $80 in club fees for a solo membership (which is not in their policy. It is supposed to be less than that for individual. Almost half). and never using it to cancel my membership. I have never been to this gym. I then received an email threatening to take money out of my account automatically and also demanding I pay a $200 cancellation fee. I have never used this gym and I want my club fees back and to cancel the membership. Services never being rendered, I feel that I am entitled to it.

  Business Response

  Date: 05/06/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Ms. ********** membership, our records indicate she joined on a 12-month membership. She requested a 5-month hold and we sent her an email confirmation.  The notification included the following details, "The renewal date, associated with your current membership, has been adjusted to 10/30/2025." An early termination fee will apply if a cancellation is processed before the initial term is completed. This information is found on the contract agreement sent to Ms. ********* email address on file on 6/1/2024 under ARTICLE I: SUSPENSION AND CANCELLATION OF MEMBERSHIP Section 3.
  
  When Ms. ******** joined on June 1, 2024. A copy of her agreement was emailed to her for review, it includes the monthly rate for her membership. Members have a 5-day rescission period from the join date to review their agreement and if needed, cancel the contract at no cost. A refund is not warranted as a billing error was not found.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 05/11/2025

  I am rejecting this response because:

  I wasnt given the option to continue and was immediately sent a cancellation email and demand of payment. I would have just continued the membership in that case. 
  

  I also have not been able to access the customer portal since my membership was put on hold. 
  

  Services were not rendered. Communication was sneaky and its clear you dont care about anything other than the money you put in your own pocket. 
  

  Why wouldnt you just tell me that there would be an enormous fee? 
  

  We are only a few months  away from a free cancellation. 

  I would have just waited.

  Business Response

  Date: 05/13/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We can retract the active cancellation request. The Early termination fee can be reversed and billing will continue until Ms. ********** term ends with a cancellation effective 10/30/2025. Please advise how the member would like to proceed with their membership.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer Answer

  Date: 05/19/2025

  I am rejecting this response because:

  Demand of payment without having any access to my online account or being able to manage my account or access any account services does not make any sense.
  

  This has been ongoing for months.
  

  I will accept a hold on the account until termination date without penalty and nothing else.
  

  I will cancel after that date.

  I dont want to escalate this further. There is no reason to charge me for never using your gym.

  
  

• Initial Complaint

  Date:03/06/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 asked to cancel my membership in last November and received an email from them saying that they need to charge me 250 annual membership fees, but if I canceled my membership due to relocation, I can provide them with proof and they will refund me the 250 dollar. I sent them the proof documents three times and never received a response. I called them and the staff said that they had received my email and I should wait another week to get the refund, but I have not received any reply email or refund until now. I am now asking them to refund 250 dollars.

  Business Response

  Date: 03/10/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Ms. ******** membership. We found to have received the relocation documentation. However, an email in response was sent on 11/27/2024 at 10:08 AM to Ms. ****** informing her the provided documentation would not suffice as it did not include a date on the statement provided. Please advise Ms. ******* to submit documentation that includes the Full name, new address (25 miles away from any In Shape Family Fitness Facility), and a recent date. Upon receipt, we will make any necessary adjustments.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

• Initial Complaint

  Date:02/11/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Hello, I went into Modesto Inshape Gym last year while pregnant around July-August (2024) to cancel my membership. My reason for cancelation was due to pregnancy and no longer being able to afford gym. The people working that day said if I chose to cancel I would be charged early termination. I was advised to put membership on hold until next year (2025) to avoid early termination fee. Not being aware of my contract I agreed. On 02/07/2025 my membership hold was up and I was charged $54. I cancel my membership that same day and was left with a $250 bill of early termination. I brought this issue up to Inshape member services via email. They told me that my membership termination date is 03/2025. On my contract my date was 07/2024. Inshape is coming up with different termination dates. Also no where in contract does it state the charge of early termination. 

  Business Response

  Date: 02/15/2025

   In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. 
  
  We have further reviewed Ms. ********* account and found she is currently on a 12-month termed membership. We received a 30-day  cancellation request on 2/7/2025 with an effective cancellation date of 3/9/2025. A hold/freeze on the account is not considered a paid month. There are 4 months paid off 12 months agreed upon. 
  
  The contract sent to Ms. ******** at the time of joining states under
  ARTICLE I: SUSPENSION AND CANCELLATION OF MEMBERSHIP
  Section 3. No Member Voluntary Cancellation Before End of Initial Membership Term; Alternative Performance.
  
  (i) If six (6) or more months remain (defined as 182 days or more) of the Initial Membership Term, the termination fee will be $125 if the monthly recurring fees are less than $50 or $250 if the monthly recurring fees are $50 or more;
  
  The Monthly dues are $54.99 therefore, the early termination fee is $250.00
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  
  Sincerely, 
  *******
  In Shape Family Fitness Support Center

• Initial Complaint

  Date:01/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Hello,Since Covid -19, many businesses changed the operating hours & decreased services within reason due to the pandemic.However, when everything got better with the pandemic & everyone went back to normal & changed their normal schedules. However, the in-shape gym in **********, never changed back to normal hours, since currently Fridays the gym at ********** only is closing at 7:00 pm, ************* closing at 5:00 & taking away privileges from members by reducing the opportunities to go to the gym on Friday & on the weekends, which is ridiculous & unacceptable. My ************************** used to go on Fridays & on the weekends, now we can't, since they close so early. The gym is stealing benefits from the members by reducing tremendously the gym schedules. All the other gyms closes at 9:00 on Fridays & on the weekends closes at 8:00 & not at 5:00 pm like the gym in ********** at *************************************** Also, the gym just raised the prices & taking away members time to be able to go the gym after work on Friday & enjoy on the weekends like we used to. Also, the lockers are not *** *********** The lockers are extremely narrow & small that my mom who is elderly & has severe back issues & is not good that she has to lift her luggage in the locker in order to put it in. Not *** *********** Also, the lockers have combination locks & are not *** compliance either, since not everyone is able to see their horrendous combination ******** parents have sight ****************** & are unable to see the ridiculously small numbers on the combination locks, instead of having regular lockers to be able to use our own lock with a key.I will follow up with the responsible agencies to check into this matter.We are almost founders of the gym, since we have been members of the gym, since the gym opened over 25 years ago.I would appreciate it that you please check into the matter & please follow up with me. My phone # is **************.Sincerely,****** *******

  Business Response

  Date: 01/28/2025

  Good Afternoon,

  In-Shape Fitness received the above-referenced customer review and appreciates the opportunity to respond.
  We have escalated Alicias concerns to our ********** locations General Manager and Area Manager to review and they will reach out to ****** to discuss her concerns. 
  We have sent an email to ****** today, 01/28/2025, informing her we received her BBB case, and it has been escalated to the club's **************** Team and they will be contacting her. 

  In-Shape Solutions welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  ******
  In Shape Fitness Support Center

  Customer Answer

  Date: 01/31/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.
  
  I need to see that the gym goes back to the prior regular hours before Covid 19 & where they closer at 10:00 on Fridays, Saturdays & Sunday. And not closing at 7:00 on Fridays & Sat & Sun closing at 5:00 pm, taking time away from members to enjoy going to the gym on the weekends!

  thank You,

  Alicia 

  
  

  Customer Answer

  Date: 02/06/2025

  I am rejecting this response because:

  To solve my complaint, I would like the gym to change the gym hours back on Fridays, Saturdays & Sundays to close at 10:00 like before Covid-19.

  
  

  Also, to replace the lockers on womens & mens lockers rooms to bigger & wider lockers like they used to be & like the ones they have in the Arden & Watt Ave gym & with the option of bringing our own locks, being *** compliance.

  
  

  And we can easily lock & unlock the lockers with our own locks. Since my family & I have sight issues & cant see thei ridiculous extra small combination locks.

  Business Response

  Date: 02/15/2025

   In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. 
  
  We appreciate and value our member's feedback. The request to change operation hours and update lockers for men and women was submitted for review to implement in the future. 
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely, 
  *******
  In Shape Family Fitness Support Center