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:10/31/2023

  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 pay for my membership to use the Midtown pool. CalFit closed the pool for 2.5 months without notice so I decided to cancel my membership. They didn't give me 30 days notice that the pool will be closed, yet they won't let me cancel without 30 days notice. I am asking to be refunded for the last 30 days.

  Business Response

  Date: 11/03/2023

  Hi ******, 
  I understand that you are only looking to utilize the pool at Midtown. Since it closed, would you prefer to freeze your membership at no charge during this time? Rather than cancel with 30 day notice? 
  This would allow you to come back once it is reopened. We do send out notices to members about these issues and when they are reopened so you can restart your membership if you choose that route. 
  Thank you, 
  *********************

  Customer Answer

  Date: 11/08/2023

  I would be happy to shift to a freeze without cost if California Family Fitness can assure me that I won't be charged the $50 facility fee in December and that when my membership is restored after the pool reopens I get the full month that I was charged for in November (neither I nor anyone in my family have accessed any facility this month).

  Business Response

  Date: 11/09/2023

  Hi ******, 
  I can definitely provide a free freeze and the refund of your November dues, however I am not able to remove the Annual Enhancement Fee of $49.99 in December. This is a once a year charge to make improvements, such as the pool, for all guest to enjoy a better facility. If you would like to proceed with the freeze and refund, please let me know.
  Thank you, 
  *********************

• Initial Complaint

  Date:09/15/2023

  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.

  Yes hello I have a membership with California family fitness but I put my account on hold until next month cuz I was getting my car fixed I didn't have the money to pay for my membership so I put it on hold for next month and I put some money into my account yesterday that was for my boyfriend he schizophrenic and California family fitness wanting to my account this morning and took some money out that was not mine after me putting a freeze and a hole on my account until next month could due to I had to get my car fixed you know my car is more important than a membership also they won't cancel my membership they're telling me I have to pay $300 and we hardly go I work a lot and we hardly go to the gym and I want to make a complaint against them and also achieve this money back that was not mines

  Business Response

  Date: 09/19/2023

  ******************, 
  I have reviewed your account. We did put your account on freeze starting 9/7 for that one month for your dues. However, your annual enhancement fee was due on 8/26 totaling $49.99. The *** does not qualify for being frozen and is due 90 days after joining. Your account is now past due $62.47 (*** plus late fees). 
  
  Sincerely, 
  *********************
  

• Initial Complaint

  Date:07/26/2023

  Type:Order 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.

  Grips on machines were never fixed in the entire time. I was a member at this gym.Saunas and steam rooms were constantly unusable. Do to being broken or under maintenance.I never once was able to use the hot tub due to the fact that theres constantly screaming children jumping up around in it because the staff does not enforce their own rules.And the Parking lot / facility is unsafe. I was promised a family friendly atmosphere was plenty of equipment and room to work out.What I got is a disgusting, cramped, unsafe atmosphere with rude people and no families.Theres a bunch of teenagers running around half clothed staring at each other in the mirrors and cursing loudly on the floor. This is not a family friendly gym.. car, burglaries and assaults happened daily in the parking lot.I was never able to workout, as I was constantly being bumped into & having to wait 10 minutes for a machine to come open right in the middle of my work out. because theyve over sold memberships.. they dont even have space people anymore.I canceled my contract and was paid in full. I was never informed of a cancellation fee, and I was never presented with a contract. I was presented with a blank screen and told to sign it. I never saw a contract and you do not have my signature on any paperwork.We canceled our memberships because this gym not provide the atmosphere or amenities that it promised. Its like if youre going to buy a sandwich, but someone only gives you two slices of bread. Its not what you wanted.****** is using shady business tactics to nickel and dime their clients because they know that they are not providing a worthwhile product.California family fitness both ********* California locations are miserable On top of that, my car was broken into twice in six months. Both occasions they could not use footage from the business because California family fitness does not use any decent cameras. They do not care about their customer, safety, and well-being.

  Business Response

  Date: 07/26/2023

  Hello ****, 
  I have reviewed your account. It looks like you have been a member a few times with Calfiornia Family Fitness. I have attached your most recent contract. This was emailed to you the day that it was signed. It does show our cancellation policy on the back. Since you have completed more than half your contract, the cancellation fee is $175. 
  We are currently working on updating our clubs to better serve our members. We, like most businesses, are still recovering from Covid19. We appreciate all our members and want them to have the best experience possible. 
  As a courtsey, you will not be charged the $175 cancellation fee, however, your account will be noted with this review. We cannot accomdate any further courtsey's. 
  Thank you, 
  *******************;

• Initial Complaint

  Date:06/18/2023

  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 signed up for a family membership in March. I was told I did not have a contract and could cancel at anytime. My monthly payment would be around 160$ every month.I decided to put a hold on my account because I hadn't been using it as much as I expected , the person I talked to said I could do this without charge and it could be up to few months. To my surprise I saw a charge for **** for *****.I was very dissatisfied as I was told I could put a hold on my account and won't be charged anything. Because of this I went to cancel my membership and to please delete my information as I did not want to be charged again, and the worker said ok.To my surprise they emailed me a confirmation of my cancellation and said my final charges would be $164 and my last day to use the gym would be July 29th.How can they charge me for a month I told them I wanted cancelled, when I don't have a contract? I have never received a bill, I would like to know what the ***** charge was when at the time my account should have been on hold? When I looked up the terms of service on my family fitness app it doesn't say anything about giving 30 days notice and when I was first signing up for my membership they never mentioned a 30 day notice. They specifically said I could cancel at anytime. If I'm paying month to month without a contract how can they charge me for July? I would like to be explained why I was told I wouldn't be charged and then charged? And where in the terms of service it said I had to give 30 days notice? Or thale policy on putting an account on hold. I would also like a copy of every bill with an itemized list of charges. My resolution would be reversing the ***** charge in jun as I was told my account was on hold and would not have to pay for that month and also reverse the upcoming charge of $164 for July as I had already cancelled.

  Business Response

  Date: 06/19/2023

  Hello ****, 
  I have reviewed your account. I apologize no one explained the $59.99 charge to you. This is our annual enhancement fee. This cannot be put on hold therefore you are charged it when yours is due (90 days after joining). It is something we charge all members for yearly. The reason for the extra month charge is our standard cancellation policy - listed in section 9. We require one more charge unless you prepaid your last month dues, I see that you did not, therefore you were charged one month. This is very similar to a 30 day notice but still gives you access. You membership is set to cancel on 729/2023, you will have access until that date. 
  Thank you, 
  *********************

• Initial Complaint

  Date:05/27/2023

  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 joined *** in January 2023 under a month-to-month agreement with a discount for law enforcement officers. Due to an upcoming move, I submitted a cancellation request through the *** app on February 23. I received confirmation that my membership was canceled on February 28. However, I was billed for the month of March later that day. I called my local gym and asked for a refund and was told to contact corporate. I could not locate a phone number, so I sent an email requesting a refund. I never received a response from the company. Several weeks later, I contested the charge through my credit card company. *** told my credit card company that I canceled on March 30 and that they spoke to me in person. This never happened. I never received contact from anyone at ***. I sent my credit card company the email I received from *** stating my membership was cancelled on February 28. My credit card company asked *** to provide a refund in light of the cancellation confirmation and they refused. I received an email on March 21 stating there was a billing problem with my supposedly canceled account. I went to my local gym in person (this was after I had already moved) and inquired. They told me the account was cancelled.*** went to incredible lengths to deny me a refund for a charge billed after they confirmed my cancellation. I submitted the cancellation request through ***s app, which I was required to have as a member in order to enter the gym. Why offer this option if its not considered a valid notice of cancellation? *** claims to have respect for law enforcement and other public service employees by providing them membership discounts, but cannot be bothered to follow basic honest business practices and be transparent with customers. All over a charge of $64.99.I will be making sure all of my fellow law enforcement and public service workers along with their management and police unions know about this experience.

  Business Response

  Date: 05/30/2023

  Hello ******, 
  I have reviewed your account. You were indeed on a month to month contract, however, our cancellation policy stated in section 9 says your cancellation will be processed after one more monthly payment, unless you prepaid your last dues. You did not prepay your last dues, therefore, you were charged again on 2/28 for your final payment with access to the gym through 3/30. I have attached the email that was sent to you informing you of the final payment and your contract for your review. 
  Thank you, 
  *********************

• Initial Complaint

  Date:04/16/2023

  Type:Order 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.

  The business does not provide a reasonable or efficient means to cancel membership, providing only a telephone number, and an unnecessarily lengthy in-person cancellation process. This goes in direct oppostion to the terms stated in the contract (contract uploaded as a supporting document), which states that "to cancel all agreements please mail, email, or deliver a signed and dated notice that states you, the buyer, are canceling this agreement, or words of a similar effect." [section 9] Furthermore, requiring in-person interaction is an unreasonable barrier to entry to cancel a membership, considering one's living situation (moving away)--- working hours, or compromised health that prevents them from making such interactions. The business in question has not responded to any of my emails and continues to charge my account for gym fees ($82.99 per month). My only wish is to terminate my contract with this gym.

  Business Response

  Date: 05/09/2023

  Hello - 
  We do accept written cancellation such as the email you provided on 4/19. We do need 30 days notice, however, I see that your account was cancelled immediately and the charge on 4/21 was reversed. 
  Please let me know if there is anything else I can assist you with. 
  Thank you, 
  *********************

• Initial Complaint

  Date:03/28/2023

  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.

  I've been a long time member of CFF, roughly 16 years. In January 2023, i discovered that CFF was still billing one of my credit cards the $122/mth membership fee. We had quit in April 2021 because it wasnt worth what we were paying when they returned to indoor fitness after Covid. This was a surprise because the credit card used to bill wasnt the same one we used during our membership. We called the Folsom gym asking for termination and refund of prior months' unauthorized charges and they tried to say that we were still checking into and using the gym.and we hadnt for months. I challenge him and he finally admitted he had the wrong info after I asked him to pull video of the person checking in with our membership. He confirmed that we had not checked into the facility since April 2021. He told me to call customer service to resolve the billing issues. When I talked to customer service the gal (***************************), she was able to get our membership terminated effective Dec 2022. She stated she worked at the Folsom facility at the time and they had a lot of issues tracking member terminations when they were exercising in tents during Covid. I told her that we signed up with a different Gym in April 2021 when we quit CFF. I sent her proof of the new membership when she said that this would help with their process. Ultimately, her manager would need to review. I continue to send emails asking for status and have gotten no response. I feel like I am being penalized for the lack of organization to manage membership terminations within the company.

  Business Response

  Date: 04/11/2023

  Hello ****************, 
  I have reviewed your account. It appears both *** and ***** have checked in since April 2021 (please see attached records). In addition, we do not have any record of a cancellation request. We are unable to retroactively cancel your membership. 
  Thank you, 
  *******************;

  Customer Answer

  Date: 04/11/2023

  I am rejecting this response because: CFF is not taking responsibility for mismanaging the termination process during a time when, admittedly, they were understaffed and could not keep adequate records of member terminations at the time. This is confirmed by other complainants and their own staff. 
  I provided evidence via email that indicated our family joined a different gym. This was a direct result of our membership termination at CFF. I cant explain the membership attendance for *** or *****. Its possible this was forged in order to save some face.  As stated in the original complaint, I was told the same by someone in ****** and when I challenged him to provide photo proof that it was my son, he admitted he was incorrect. There is no integrity with this company. 

  Business Response

  Date: 04/24/2023

  Hello, 
  We cannot use you joining another gym as proof. We have multiple members that are members of other gyms as well as ours as they use ours being close to their work and then the other being close to their home. We are also unable to back cancel that far ago, especially with the check ins. 
  Again, your account is now cancelled. 
  Thank you, 
  *********************

  Customer Answer

  Date: 04/25/2023

  I am rejecting this response because:  CFF has not accepted accountability for their lack of process and discipline for tracking membership terminations during a period where they were. admittedly, short staffed and utilizing unconventional billing scenarios (holding accounts and using punch cards) for capturing fees from members. 

  How am I supposed to have evidence of membership termination when there were no corporate staff available to provide it?  I was forced to rely on the follow-through of the staff at the ****** CFF.  Since the follow through never happened, we are in this situation.  

  At this point, I would be willing to accept a partial reimbursement.  Since you believe we last attended ****** CFF in Jan 2021, reimburse from that termination date...or, better yet (for you), I will accept a 10 months reimbursement.

   

  
  

  Business Response

  Date: 05/04/2023

  ****************, 
  Since there is no proo that you were trying to cancel in April 2021 and there were check ins after that we are not able to refund. I do apologize. 
  Thank you, 
  *********************

  Customer Answer

  Date: 05/05/2023

  I am rejecting this response because:  CFF has admitted to process deficiencies in member termination. They were unable to track termination adequately during this period due to staffing. As a long time member that has given thousands of dollars over the years to the company, its unfortunate that they are taking a stand to not refund dues.  It appears the only thing I can do is advise potential customers to avoid doing business with CFF.  There are better alternatives. In the end, money to CFF is more important than integrity and reputation. Greed is not a good way to run a business. 
  

  Business Response

  Date: 05/09/2023

  Thank you for your input, but again, we do not have any record of your cancellation. We do require written notice per your contract, this is to allow adequate tracking. With almost a 2 year delay in askingfor a retroactive cancellations with check ins, we are unable to accept this. Again, your account is cancelled. 
  Thank you, 
  *********************

  Customer Answer

  Date: 05/10/2023

  I am rejecting this response because:  Again, the failure was CFFs ability to follow their process for member termination.  You state you need written notice to terminate. However, I called both ****** and corporate to officially terminate more recently. There was no written notification,only verbal over the phone.  And to my knowledge, this was processed successfully. 
  

  Again, inconsistencies in CFF processes or employees not representing the process correctly has let to this confusion and 2 year dues donation to the company.  At least through issues like this people are able to see how a company values greed over integrity

  
  

• Initial Complaint

  Date:03/27/2023

  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 signed a gym membership with California Family Fitness in October 2022 and I was also told I would have a discounted rate because of my employer Golden 1 ************* So the base rate with no discount is ***** but at the time of enrollment I submitted paystubs as well as identification .So after my submission of information I was charged the discounted rate for my second month but the next bill and so forth I was charged at full price. So then I decided to cancel the agreement over the phone with gym management and I was supposed to get a call back for first time but I did not receive and the second time I called I told the red I would life the cancel and they said I would get a confirmation to cancel and that the end of the conversation.But however the gym took ****** dollars out of my account and that was never stated at the time of signing and at the time of cancellation.

  Business Response

  Date: 04/07/2023

  Hello *****, 
  We do have an early termination fee which is listed under Section 9F on your contract. This fee is assessed at $300 or $175 if you cancel after more than half of your term. Since you did sign a 12 months contract and only completed 4 payments of that contract, you were charged the $300 early termination fee. Currently, your membership is set to cancel on 4/29. 
  
  Thank you, 
  *********************

• Initial Complaint

  Date:02/22/2023

  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've been with this company as a customer for over 22 years and their lack of customer service and willingness to do simple research to confirm their mistakes is unbelievable. I noticed an increase in my monthly membership price and called to understand why and have them adjust. They said they would research and get back with me, which they never did. I noticed the next month the same increased price was taken out of my account, so I called back and the person that answered the phone said I needed to talk with the original rep, since she was researching after my original call. I left another message and didn't hear back, so I tried 2 more times. I finally got hold of her and she said I must have made a change on my account, I told her I didn't since I signed a new contract last year, did you confirm? She had a condescending attitude and said I made a change back in 2015. I reminded her again I signed a new contract last year and I made no changes. I was getting no where with her as she didn't even pull up my contract from last year, so I said just cancel my membership. I asked for the last amount to be reimbursed since I was cancelling at the beginning of the month and I called originally 1 month ago to take care of this, she said she would process the credit and it would take **** days. After 2 weeks, I emailed her back to get a status, she didn't respond, so I called her and she said they processed it yesterday and to wait another **** days. I don't believe her again, so asking for help in getting my credit and refund. This has become a very unprofessional business and I can see all the complaints that it's not just me. Something should be done to help train their employee's on customer service and fix their invoicing and contract issues.

  Business Response

  Date: 03/06/2023

  Hello *****, 
  I want to sincerely apologize. It appears as though you dealt with a new employee who arrived after our fee enhancements that were done January 1st. This is what the increase to your dues was for. Again, I apologize for them not stating this to begin with. 
  With that said, I am more than happy to revert you to your old fees of $47.99 (prior to the membership rate increase). I will also make sure you get put on our "do not increase" list as well for any future ones we may do. Please let me know if this is something you would like to take advantage of. 
  Thank you, 
  *********************

  Customer Answer

  Date: 03/07/2023

   
  Better Business Bureau:
  I've reviewed their response.  Though there was no mention of the credit I requested, I did receive it after I submitted this complaint to BBB.
  
  

• Initial Complaint

  Date:02/01/2023

  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 January 16 I came into the Rancho Cordova club and canceled my membership due to me moving and it would be inconvenient to go there. On January 31 I was charged for another month. My typical rate was $89.99 and they increased it to $93.99. I am not in contract with them. I am month-to-month. I emailed and asked them for a refund they refuse. I asked why they’re charging me five dollars more they’re stating they send out a memo that they will increase everybody’s rate I did not agree to this new rate. And the terms of agreement is invalid since I’m not under contract. I reached out to the customer service. They’re extremely horrible and do not care about the customer. I was a member for two years and this is the treatment I get just because I move I have to pay a penalty.

  Business Response

  Date: 02/01/2023

  Hello Mr. ************, 
  Thank you for your feedback.
  We did send out emails to all members regarding a $5 increase on all memberships that were not in a 12-month locked in rate. Since your contract is currently month to month that made you eligible for a rate increase. We do require one more payment which unfortunately did include that increase. Your membership is set to cancel on 2/28/23. You will have access to any facility until that date. 
  Thank you, 
  Amy *******