Business Profile

Fitness Center

In-Shape Family Fitness

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

55 total complaints in the last 3 years.
22 complaints 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.

Initial Complaint
Date:12/02/2024
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 joined the gym and was never made aware that there was a FEE to cancel my membership as I was under the impression it was no longer legal to bind an individual to a contract membership for a gym. I was never told about the fee verbally and it was hidden in the fine print of the contract which I was made aware of upon attempting to cancel my membership. I reached out to the gym I opened the membership with and they advised me to contact In-Shape email address for help. I reached out via email asking for the fee to be waved and to cancel my membership. I got no response just a bill for the fee plus 2 months of membership dues. So they are now asking for a total of $353.72, I never received a response to my initial email, I never got a phone call or anything, just a bill. When attempting to make contact via phone call it turns out that there is no way to contact this business other than email. No phone numbers I found on the internet work and the club will not help me. I believe that they are in a sense extorting people out of money since I can find countless reviews and comments regarding the same exact issue. I filed a complaint with the *** but they said they do not handle such complaints. I looked it up and under Californias Health *************** Act (Civil Code section 1812.80-1812.98) provides specific protections to gym members, particularly regarding fees and contract terms. This law aims to ensure fair business practices and transparency for consumers. Additionally, I understand that California law imposes limits on cancellation penalties to ensure fees are reasonable and clearly justified.I believe this business is operating in bad faith of their customers and would like an immediate cancellation of any debt that they are putting under my name immediately.
Business Response
Date: 12/06/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

We had the opportunity to review Mr. ******** membership. Mr. ****** joined in a 12-month agreement. All agreements have a 5-day rescission period for our members to review their contract and if they do not agree with anything written on their agreement, they can cancel with no fees. Member has 10 months remaining in his term. We received a 30-day cancellation notice and the cancellation effective date is 12/13/20204. A copy of his agreement was emailed to our member on the date of joining. Under Terms and Conditions for Membership Article 1: Suspension and Cancellation of Membership, Section 3. No Member Voluntary Cancellation Before End of Initial Membership Term; Alternative Performance will specify his fees in detail. As a courtesy, we will honor the member's request to waive the $250.00 early termination fee. The action is settled upon in favor of the customers request.

In-Shape ********************** 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:11/18/2024
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 have been a member with In-Shape fitness since 2015. I have made changes throughout the years and attended the gym ever so often for a week or so but never committed. Ive been paying my dues monthly and annually. I have decided to go nonstop since June/July 2023 and have never had a problem with attending the gym. on 8-26-24 at 8:03 PM I went in to my local In-Shape in ***** to work out as usual. I decided to ask regarding adding a friend to my membership since I had added my son in September the year prior and as I said, Ive made changes throughout the years, I didnt think there would be a problem so I asked the front clerk about it and she said she couldnt help me so she phoned the manager who was in her cubicle office. The manager never stepped out of her office just asked for my information over the phone and then let the clerk know that I was not a member there and that she was going to make a note in my file so I would not be granted access to any gym. I was in shock since I have been going for over a year practically every day and have never been told anything other than I am a member. Ive even used In-Shape located in the city of ******* with no problem . I spoke with the manager in ******* who said that it didnt make sense to her since my account is current and Ive been attending daily as a member. I have gone to other In-Shape in my area such as ****************** in ************ the one on ************** in ******* and one on ******** ** in *******. All of these clubs said I am a member and dont understand what shes talking about. I also phoned the gym in ********. Ca whom also stated I was a member. My policy has never lapsed. My membership plan was grandfathered in to current clubs. Ive emailed their resolution department five times and have never got a response back. Ive been told my employees that they want me to close my account and open a current account to increase my fees. I have collected proof of membership from local gyms.I feel targeted!
Business Response
Date: 11/19/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

We apologize for how this situation was handled; we thank you for providing the attachment(s) for viewing. Our system shows this membership is a "care of" account which is why it shows the no access notation. A "care of" account is when the primary member doesn't have access to the club(s) and only signed the agreement for a sub-member to use. For instance, Mrs. ******* is billed for only two members (****** and ******). Mrs. ******* is not being charged for her use. The monthly billing includes $29.00 (******) and $24.99 for sub-members (******). There was a system glitch that allowed access to all members, this has been audited and corrected as to why it no longer provides access to Mrs. ********************* welcomes feedback from members and will provide resolutions customized for our individual member needs.
Sincerely,
*******
In Shape Family Fitness Support Center
Customer Answer
Date: 11/21/2024
I am rejecting this response because:
I have made changes to my account throughout the years, and I was added to it a few years back before Covid and thats when I was able to join my son at the gym. Ive spoken to many friends who are on the same account as I have and have said they have no problems with theirs. I am looking forward to to find a resolution because I have had no one try to reach out to me even after sending five emails to corporate. I would like a copy of the contract when I open my account and when I have made changes to my account.
Business Response
Date: 11/21/2024
In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.

We have emailed our member directly/privately and provided documentation to review her membership transactions.

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: 11/23/2024
I am rejecting this response because: I have checked my email and I have not received any emails from In-Shape or *******, like she said they would. I am expecting a copy of my contracts. I would prefer in-Shape send the documentation to Better Business Bureau as an attachment instead of directly to me and am expecting original contract along with updated versions from the changes I have made to my account throughout the years.

Business Response
Date: 12/04/2024
In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.

You requested a copy of your contract, but we do not have that available. We have a transaction listing from the beginning of your membership to this date. I have attached the transaction list to this case for your reference. The membership was initiated for ****** ******* we only billed for his membership dues. ****** ******* was added on 9/3/2023. The monthly dues were $24 (primary member ****** and $39.99 for ******). There was a rate increase (only applied to the primary member). The new increased rate was effective 6/2024 of $29.00.

Recently, ****** was removed and added to the membership again with a new rate of $24.99/mo.

Current monthly dues are $29.00 ****** and $24.99 ******. We have not billed for your usage as this was initially set as a "care of" account. The access that you had was due to a system error allowing access. An audit occurred and we found no billing applied to you therefore, access was discontinued. Please let us know if you have any questions.

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:11/13/2024
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 have attempted to cancel my membership multiple times. This company is in violation of the one-click cancellation regulations because it requires waiting for a reply from member services in order to proceed with cancellation, but member services never returned my many messages, dating back 3 months. In an effort to reduce the billing I could not stop, I put my membership on hold because that is the only digital action one can take. By the time I was able to contact a gym front desk person to cancel my membership, the hold was lifted, I was charged for a pro-rated month, then received an email saying I would be charged for one more month plus a $200 cancellation fee. This is now over $400 to cancel a membership I cannot use. This business uses a centralized member services but DOES NOT engage with its members, nor allows a member to cancel their services using any of the digital platforms. I believe this is in violation of recent laws.
Business Response
Date: 11/20/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

A 30-day cancellation notice is needed to cancel a membership. Ms. ***** membership was on hold status. The hold needs to be removed to process a cancellation. When this occurred on 11/13/24, it activated the membership and charged the prorated amount from 11/13/24-11/30/24 for $68.98. We received a cancellation request dated 11/9/2024. Ms. ***** membership is to be canceled effective 12/9/2024. There is a prorated charge from 12/1-12/9/24 of $33.39. Ms. **** agreed to join under a 12-month agreement. To cancel her membership and end her agreement before the 12 months are completed there is an early termination fee that applies. Ms. ***** cancellation fee based on the remainder of the contract is $200.

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: 11/21/2024
I am rejecting this response because: In-Shape Family Fitness is in violation of Civil Code 1812.89(b)(2): "A health club may include in its contract a provision that allows it to charge, or to withhold from the refund, a cancellation fee of not more than $100 (or $50 if more than half the contract life has expired)." I have reported this club to the California attorney general.
Business Response
Date: 11/22/2024
In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.

As stated per your membership agreement, Article 1: Section 3. No Member Voluntary Cancellation Before End of Initial Membership Term; Alternative Performance.
If three (3) to five (5) months remain (defined as on or between 61 and 181 days) of the Initial Membership Term, the termination fee will be $100 if the monthly recurring fees are less than $50 or $200 if the monthly recurring fees are $ 50 or more.

After a review of your membership it is currently reflecting there are 3 months remaining on your term agreement. Placing your membership account on hold does not account for a paid month. Your monthly recurring dues are $89.99+Sub-member dues. Thus, the reason for the early termination fee being $200.00.

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:10/18/2024
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.
Super frustrated with In Shape. I put my account on hold and when it was time to either cancel or restart my account I cancelled it. I was charged for two months regardless of me canceling and had to call multiple times to have this addressed. In the end they are only refunding me for one month because in order to go off hold you have to reactivate your account so even though it was only reactivated for 30 seconds before being cancelled it falls under their 30 day notice requirement. Super shady. I had to force a resolution because they only wanted to provide a credit to an account that I was cancelling. Super frustrating experience because it wasnt my fault they didnt cancel my account appropriately.
Business Response
Date: 10/25/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. We have further reviewed Ms. ******* account. An email was sent on 8/14/24 informing her Hold was ending soon (9/1/24).Our records indicate that email was opened twice (8/14/24 and 9/11/24). Billing resumed on 9/1/2024, we then received a 30-day cancellation request on 10/18/24,due to Medical. The 30-day was waived, and account is set to cancel effective 10/31/24. A cancellation confirmation was sent advising the following, due to the reason:

You have indicated that your cancellation is due to a disability. To receive a refund of all dues paid (after the date your disability began), you must submit documentation from a licensed health care provider.
Please submit documentation via email to *************************************************************** within 10 days of the date of this notice, to ensure a prompt refund. If we do not receive your documentation within 10 days, your cancellation will be processed according to our membership cancellation policy. If your documentation is received after 10 days from the date of this notice, you will be refunded for dues pre-paid for the period after the date we received your documentation.

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: 10/28/2024
I am rejecting this response because: I did submit doctors notes and documents showing I had a disability within the ten days of receiving that email and I never heard back from them and I never received the refund.
Business Response
Date: 10/29/2024
In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.

We have received the requested medical note, and adjustments have been made to your membership. Your membership was canceled effective 10/29/2024, and a refund of $79.00 is in process. It will be issued via a check mailed to the address on file. Please allow 7-10 days for processing. No further action is required, and the case has been resolved in agreeance with our member *******.

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:10/13/2024
Type:Facilities 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.
Here are my concerns with In-Shape Family Fitness: They have not attending to issues brought to their attention on numerous occasions over the past 5 months regarding the health/upkeep of the gym (and pool area in particular). 1. The pool is often "out of balance" with either too high or too low chlorine levels. This is a health issue, rendering the pool unsafe. I have documentation for this. 2. While there used to be 8-10 loungers in the area, it was down to one a few weeks ago. I inquired about this and was told that they would add more chairs "if they had the money". 3. Employees are often hiding in various areas on their phones, difficult to find and engage with. When I see them in the pool area at all, it is so they can use their phones out of the oversight of managers. I eventually spoke with several employees, the manager, and filed complaints with corporate on 5/27/24, 9/10/24, and 9/27/24 for these issues. I was told that my concerns were being addressed and that I would be contacted. As of today, 10/13/24, I have not been contacted. As an aside, for the past 3 weeks, there has been a smell of human waste where the outside pump is located, and there is trash in this area (I have not brought this up to anybody, as my previous concerns went unaddressed). It is vexing to me that nobody that works at this gym has noticed this. And while two lounge chairs were eventually purchased, another chair disappeared, so there are only two chairs once again. I do not want hollow promises made to me by staff members regarding what they will do - I simply want the issues to be addressed, and addressed in a timely manner. For the dues that are charged for this gym, I expect a modicum of professionalism.
Business Response
Date: 10/25/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

Our club management team has reached out to Mr. ********* and addressed his concerns.

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: 10/25/2024
I am rejecting this response because:
Simply reaching out to me and telling me that they value my feedback, without actually addressing my concerns, does not constitute a resolution. The club management reached out via phone and email, imploring me to accept that they cared about my feedback. In response, I made it clear that I was not interested in "being heard". Rather, I simply want the issues that I raised to be addressed.
To date, none of the issues have been addressed...despite all of the time and effort this company put into making it seem like they care about my concerns. They will demonstrate "care" by addressing the issues through action: Clean the gym and pool area. Make sure that broken deck chairs are replaced in a timely manner. Make sure employees are available, and not hiding out on their phones. Keep the pool chemical levels in balance.
The only resolution I seek is to have the raised issues rectified. No amount of talk or feigned care will achieve this.

Business Response
Date: 10/29/2024
In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.

We value our members and want them to obtain the best experience at In Shape Family Fitness location(s). Our member's concerns are being addressed, as some require maintenance orders, which can take a little longer than usual. However, our club management is on it!

We have great news! A few updates we would like to share on our pool area chairs they are currently en route and should arrive at the club today! We have been working on replacing parts in the pump room to create more consistency. Pools are tested and adjusted accordingly to meet safety standards. Lap lanes have been clear and warm. Our spa has been closed periodically, so we are getting our control panel replaced. This month, we have replaced a pump and all probes in the pump room.

All items have been addressed, but they are taking time to fully execute. Our Assistant General Manager has tried to contact Mr. ********* and is currently awaiting his response via email.

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: 10/30/2024
I am rejecting this response because:
The Assistant General Manager has made contact with me on 3 occasions, and we have corresponded in writing (despite In-Shape's claim that I have not responded). The message is the same from everybody at In-Shape - they "care deeply about their customers". AND...I await the changes that they promise are in store for us. Again, to date, no changes have occurred.
I will accept my claim with the BBB being resolved when the issues I raised have been addressed, and not before. Words are simply that...words.
Initial Complaint
Date:09/30/2024
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.
On 9/10/2024 I signed up for a In-Shape Family Fitness gym membership and entered a 12-month term contract for an initial fee of $38.49 and monthly recurring of $54.99. Today I had to cancel and my Early Termination Fee is a total of $250.00. The law in California regarding Health Club Contracts states that no applicable Health Club (gym/gym membership) can charge more than $100.00 for a cancellation fee and contract break. This is unlawful conduct. I would like a full refund, or at the very least $150.00 back of what I paid due to the maximum gym contract cancellation fee supposedly being $100.00. In-Shape Family Fitness should also lower their contract termination fees for Californians to the legal amount of $100.00 (or $50.00 for cancellations after 6-months).
Business Response
Date: 10/07/2024
Good Afternoon,
We have received Danny's BBB complaint and appreciate the opportunity to review and respond. We have reviewed Danny's membership and all members that enroll with a 12-month termed membership are subject to an early termination fee if canceled prior the membership term end date and outside the 5-day recession period. This is also disclosed on the membership agreement that is emailed to the member once their joining process is completed. It is located in Section 1 Article 3. Danny joined on 09/10/2024 and canceled her membership with an effective date of 10/29/2024. A refund would not be warranted.
Clubs welcome feedback from members and will provide resolutions customized for our individual member needs.
Sincerely,
In Shape Family Fitness Support Center
Initial Complaint
Date:09/16/2024
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 called and cancelled my membership with In Shape today. I have been with them for 7 years and have not been under contract for several years. I started with them when they were California Family Fitness. I was told that I have to pay club fees for 30 days before I can cancel. I was also charged ***** in annual facilities fees for something that I will not be using. I tried taking with the manager and he did not offer any resolution.
Business Response
Date: 09/18/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

We are sorry to see you go. After a review of your membership, we received your 30-day cancellation request after the Annual Fee was billed. As a courtesy, we have cleared your balance, and a refund for the Annual $39.99 fee is being processed. Please allow 7-10 business days for this process to be completed. We hope to see you back shortly! The action is settled upon in favor of the customers request.

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: 09/26/2024
I am rejecting this response because: The business responded but did not follow through with what they said. I still have not received a refund for my $39.99. Thank you so much for all of your help.
Business Response
Date: 10/01/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
We have reviewed ******** membership. We received a return in the form of a chargeback for the annual fee of $39.99. She received credit to her bank card via the chargeback. We waived the balance on her account for the prorated dues for 09/2024.
Clubs welcome feedback from members and will provide resolutions customized for our individual member needs.
Sincerely,
In Shape Family Fitness Support Center
Customer Answer
Date: 10/03/2024
I am rejecting this response because: I just received an email stating that I have a $59 balance on my account.
Business Response
Date: 10/04/2024
Good Afternoon,
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
We have reviewed ******** membership and the balance on the account was due to a decline payment. As a courtesy, we have waived the balance, and her membership has been canceled effective 10/04/2024. No further will billing will occur.
Clubs welcome feedback from members and will provide resolutions customized for our individual member needs.
Sincerely,
In Shape Family Fitness Support Center
Initial Complaint
Date:08/10/2024
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 January, I let In-Shape know that I was unable to afford their gym membership for my partner and I. They told me I could put a pause on the membership for 6 months and that they would reach out to me to confirm if I still needed the membership to be pause, to restart the membership , or to cancel it after all before the 6 months was over. They stated that I would be charge a $200 cancellation fee if would have cancelled before my original California family fitness contract before the merge. Before the merge, my CFF monthly fee was only ***** a month. But for in-shape, the monthly membership had increased without my knowledge. In July, an attempt to take out $****** out of my already over drafted account . They suspended my account and I was messaged they would cancel my account if it was not paid.My account was cancelled and I did not authorize auto-pay.However, August 5, my bank account was charged ****** without my approval. I have reached out in writing twice and attempted to call the customer service line but have been unsuccessful in connection with them. My bank account is again now overdrafted and I cannot afford this gym. I hope to ensure my account is cancelled and that I get a refund of the ****** that I did not authorize for my account.
Business Response
Date: 08/14/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

We have reviewed *************************** membership and found an email was sent on 5/8/24 to notify that the hold was ending soon. An email was sent on 1/1/2024 notifying of a $5.00 membership rate increase. The membership hold ended, and billing resumed in June 2024. We billed for two months (6/24 and 7/24) @ $99.99/mo. and two return fees @ $9.99/ea. A total of $219.96. The draft for $219.96 is valid. The membership has been canceled and the early termination fee was waived.

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: 08/14/2024
I am rejecting this response because: I have attempted to message your facility multiple times. Never received any responses. I never got an email in the month of May stating that my hold was ending. I did not get a notice of a 5 dollar increase. I also did not get a notice that my account even got cancelled after you charged the 219.96.
Business Response
Date: 08/16/2024
In-Shape Family Fitness received the above-referenced member's response rejection, we appreciate the opportunity to respond.

On January 28, 2024 the member placed a membership hold and received an email confirmation for this change. The email provided the member with the time frame the hold was placed for. This email was sent on 1/28/24 and it was opened and viewed twice. We have all electronic emails and events (showing the time and date the member opened these emails). Membership is now canceled and the Early termination fee, was waived. This case has been resolved and closed on our end.

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:08/08/2024
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.
Respected Maam / **** I request your assistance in working with In-Shape Family Fitness regarding overpayment by approx $1500, over a period of 5 months, for non-existent personal training sessions despite my instructions to stop them since end of last year during the California Family Fitness to In-Shape transition period. Since in-shape does not appear to have had a good transition between the former training manager ** and the new one, my request last October appears not to have been acted upon. Upon discovering this continuation of monthly billing they May 2014, when it was finally discovered that this billing had continued all along, I request an immediate **************** of the approx $1500 in ******** between January thru May 2025. However, besides an initial outreach in May when In-Shape promised resolution, my further inquiries are being unprofessionally ignored. Despite making multiple attempts at outreach, including several voice mails, speaking with the Natomas branch manager Ms. ******** a week+ ago, submitting 2 incidents request through the In-Shape apps contact us feature and 1 email to their team, In-Shape appears to be ignoring my outreach. When I requested the local Natomas branch for the corporate number to file a complaint, I am given a number which does not work *************). I am at my wits end, and hence reaching out for your help. I am a disabled ********* veteran. Sincerely *********************** In-Shape Family Fitness Member # CFF45943746 Cell: ************
Business Response
Date: 08/14/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
Our club's upper Management team has further reviewed *************************** personal training membership. They have come to a decision and will honor a 1-month reimbursement of $320.00. The refund will be in the form of a check, 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
Customer Answer
Date: 08/14/2024
I am rejecting this response because the refund amount of $320 is far short of the overcharged amount of approx $1500. I would be open to accepting the $320 refund if they can apply the rest of the money towards waiving the membership dues for 1 year.
Business Response
Date: 08/27/2024
In-Shape Family Fitness received the above-referenced customer review,and we appreciate the opportunity to respond

*********************** account was reviewed by Management. We did not receive a written cancellation request, per the signed agreement. The purchased sessions (27) are not expired and are available to use. As stated in the personal training agreement, sessions are non-refundable. We continue to stand by our initial resolution; we issued refund for $320.00 and the available sessions can be scheduled. This case has been resolved and closed on our end.

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: 09/06/2024
I am rejecting this response because:
In-Shape are unilaterally closing the door on negotiations by stating they are considering this closed by issuance of a check for $320. They are accepting no blame for not initiating the personal training contract closure process upon receiving my request last year for no more training sessions.

Therefore reluctantly, without any other options, I am being forced to accept this $320 payment in lieu of the approximately $1500 overpayment made. I hope In-Shape will, at a minimum, agree to extend the validity of the training sessions to never expire. I also request that these training sessions be swapped from personal trainer to swim lessons, since I presently dont have a need for personal training sessions anymore.

Thank you BBB for your intervention in this matter.
Initial Complaint
Date:06/24/2024
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.
On April 24, 2024, I sent an email to Shoot 360 Rocklin requesting the immediate cancellation of my membership. This membership includes my three sons. In my email, I clearly stated that my family had relocated to *********, making it impractical for us to continue commuting to the ******* facility. I also inquired about the possibility of transferring our membership to a closer Shoot 360 location, if available. Despite this cancellation request, I noticed that on June 3 that I was charged $130 for each member, totaling $390 in unauthorized charges. These charges occurred even though I explicitly asked for my membership to be terminated immediately. Desired Resolution: 1. Immediate cancellation of my membership. 2. Full refund of the unauthorized charges totaling $390. 3. Confirmation of the above actions in writing. I have made multiple attempts to contact Shoot 360 Rocklin to resolve this issue but have not received a response. I am seeking the Better Business Bureaus assistance in resolving this matter promptly.
Business Response
Date: 06/25/2024
In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. We have worked with our Rocklin location and have successfully canceled ********************** Shoot360 accounts. A refund to a Credit Card ending in #**** is in process for $389.97 (each account drafted for **********. Please allow up to 7 business days to complete the process. The action is settled in favor of the customer's request.

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

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In-Shape Family Fitness is NOT a BBB Accredited Business.