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:01/19/2023

  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.

  We have been getting a run around between the Laguna (*********) and Sunrise (Rancho) locations since last summer on who we need to contact and how to go about switching the primary on our account (wife and I). The final run around was that my wife, head of the account, needed to go into the office where she opened her account (Rancho) to complete the process. She went there today and waited over an hour for a manager only to be told there's no manager available at the moment and that she can go to the one closer to her home to complete the process. I called corporate and asked for their assistance, and they redirected me to the local gyms saying any one of the gyms should be able to handle our issue, despite our attempts and at least 4 months of trying. The corporate lady also said she can't assist me with my additional desired request, to have the difference from 2 people to 1, x 4 months credited, since we've been trying to resolve this.In a nutshell, wife tried to switch head of account back in August with Rancho, but was told I needed to be there as well if I will be the new head of account.I went into the ************* likely in September and requested the change but was told my wife needed to be there with me. (It's extremely difficult for the both of us to be there at the same time due to daycare issues in *********). They also said the EG location can help with this change as well.We went into the EG location, but was told we have to complete this change in Rancho because that's where we opened the account.We made a call, likely to corporate to have the change made, but was told we need to go into any of the offices. Frustration set in and we stopped trying until now, which takes us to the top of the message.In addition to the run around and subsequent frustration, is the added disappointment of being talked to by some staff as if we're the ones causing the inconvenience, sarcastic tones, and quick to end the call reps...

  Business Response

  Date: 01/23/2023

  Hello ****************************, 
  I have forwarded your request to a sales manager at the ************ He should be contacting you to get this matter resolved as quickly as possible. 
  I apologize for the inconvenience. 
  Thank you,
  *********************

  Customer Answer

  Date: 01/28/2023

  I am rejecting this response because: HW continues to forward responsibility to local locations and nonetheless, i still haven't been 

  
  

  Contacted by Cal Family Fitness
  

  
  

  
  

  
  

  
  

  
  

  Business Response

  Date: 03/27/2023

  Hello, 
  The primary switch was completed as of 2/10/23. 
  Thank you, 

  Customer Answer

  Date: 03/28/2023

   
  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:01/05/2023

  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.

  On July 2, 2022, joined California Family Fitness in ****** (Membership/Agreement #*********). I specifically asked the sales representative before joining whether there was a cancelation fee if I wanted to cancel prior to the membership renewal date. The sales rep clearly and explicitly stated that the only cost I would incur if canceling before membership renewal date would be my monthly membership fee, $79.99, for the month subsequent to my cancelation. I checked the section of the contract that referenced cancelation procedures in the contract which states; "9. CANCELLATION POLICIES AND PROCEDURES FOR ALL MEMBERSHIP TYPES: Processing and enrollment fees are non-refundable unless specifically stated otherwise below. To cancel all agreements below please mail, email or deliver a signed and dated notice that states that you, the buyer, are canceling this agreement, or words of similar effect. The notice shall be sent via first-class mail, via email from an email address on file with the health studio, or delivered in person to ***. You may cancel your membership by giving *** written notice and making one more monthly payment after written notice is received by the *** corporate office." There is no reference in that paragraph about an early termination fee. I then reached out to cancel my membership late in November and early December. First I was told there would be a $150.00 fee by a representative at the ****** location. Then I reached out to the front office who told me there would be a $300.00 administrative fee to cancel. After that, I searched a PDF of the contract for "$300.00" and realized there is a reference to an early termination fee buried below "Membership Disability or Death" and "Permanent Move." I wrote to the California Family Fitness and explained that I specifically asked about a cancelation fee and was told there would not be one by their sales rep and that the reference to the fee seems intentionally disconnected/not referenced in the main paragraph of cancelation policies and procedures where payment of the months dues after cancelation is referenced. I asked that I only be charged the $79.99 monthly membership dues subsequent to my cancelation. I also explained that I had paid nearly $500.00 in membership dues and had used the gym only one time over five months. I did not receive a response between December 1 and December 30, 2022. On December 31, 2022, California Family Fitness charged my credit card for $220.01 ($300.00 less $79.99 in prepaid membership dues). It appears this predatory practice is not new or unique to me. In fact, California Family Fitness was actually disallowed from being on ****************'s Campus due to this very practice (**********************************************************). I would like to be refunded the $220.01 charged to my credit card on December 31, 2022. I would also like their contract to make the cancelation fee more prominent and educate sales reps to disclose the fee when selling the membership.

  Business Response

  Date: 01/06/2023

  Hello ****************, 
  I have reviewed your account. Our policy/contract does state a early termination fee of $300. With that said, you are very close to the halfway point of your contract where our early termination fee drops to $175. I will go ahead and honor this rather than the full fee. You will be receiving a refund of $125. 
  Please let me know if you need any further assistance. 
  Thank you, 
  *******************;

  Customer Answer

  Date: 01/06/2023

  I am rejecting this response because: I specifically asked the Sales Rep about cancelation fees and told there would not be any other than payment of subsequent month dues after cancelation. The cancelation fee is not prominent in the contract. There is not even a warning there might be an early termination fee in the "Cancellation Terms" section on the first page. On the second page, paying subsequent dues is mentioned in the first paragraph but there is not mention of the early termination fee. Only after the "Membership Disability" or "Death and Permanent Move" sections is it listed. The combination of your Sales Rep not telling me about the cancelation fee after specifically asking about it, the lack of prominence of it or a reference to it in the contract, and the odd placement of the cancelation fee is an incredibly deceptive sales tactic. It does not appear I am the first to experience this as it resulted in California Family Fitness being disallowed on the *************************** campus (**********************************************************). Furthermore, I paid more than $500.00 to use the gym a single time. I simply can not afford to pay another $175.00 cancelation fee. Please refund the entire $220.01 that was charged to my credit card.
  

  Business Response

  Date: 01/09/2023

  ****************, 
  Unfortunately, we do not refund for no use. It does state in our contract the early termination fees. Again, I will be honoring the $175 cancellation fee rather than the full one as a courtesy because you are so close to the half way point in your membership. Your refund of $125 has been issued and you should receive it in **** business days. 

  Thank you, 
  *********************

  Customer Answer

  Date: 01/09/2023

  I am rejecting this response because: I am not asking for a refund for nonuse, just pointing out the obscenity of the fee. I am asking for a refund because your sales representative provided me false information to induce the purchase of a membership after I specifically asked about the cancelation fee. Again, this is not the first time your organization has been accused of this behavior which is why I linked the article earlier in this correspondence outlining how students at *************************** experienced the same thing leading to a ban of California Family Fitness from selling memberships on campus. I am asking for three things:

  1. Please refund me the remaining $175.00 based on false information provided to me inducing the purchase of the membership.

  2. Please make the cancelation fee appropriately prominent in your contract. If you are not trying to hide it, the fact that there may be a cancelation fee should be referenced on the first page, not buried in an odd spot in the contract. You could also have folks initial the section referencing the fee.

  3. Please ensure that your sales representatives are educated about the cancelation and incentivized to disclose it or at least not fail to disclose when specifically asked about it.

  Please know that I will pursue this as long as it takes through whatever avenue necessary to obtain a full refund of the cancelation fee because I was lied to whether intentially or not. I refuse to be taken advantage of or a victim of predatory and deceptive sales tactics. 

• Initial Complaint

  Date:01/02/2023

  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 have been trying to cancel my month-to-month membership for days and have not received any response. Meanwhile, they have continued to collect from my CC. I contacted them twice by email as directed by the cancellation section of their contract/agreement. In the email, I specifically requested cancellation. In addition, I have attempted to call their corporate office several times and have never been able to get through.

  Business Response

  Date: 01/23/2023

  Hello ****************, 
  I apologize for the delay. I do see that your membership is set to cancel with access through 1/29/23. You have been issued a refund for the annual enhancement fee that you were charged ($29.99). Please let me know if there is anything else I can do for you. 
  Thank you, 
  *********************

• Initial Complaint

  Date:11/30/2022

  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.

  Beginning October 2022 , I decided to sign myself and my 2 boys up for swimming at cff, when I walked in I informed the signing up associate that I would like a 30 day pass . His name was ***** . He told me we can't do 30 days but he can sign me up and I can cancel - provide a 30 day cancelation policy , I said I only want to spend a one month amount worth , he said well first month sign up is free so as long as you provide a cancelation notice November 1st your last day will be November 30th and you will onky pay for 1 month , so October I paid for month of November and October first month is free .. to that I agreed .. Come November 1st I call in to cancel , he said great it's in the system your **** day will be November 30th at that we hung up. November 3rd 2022 I receive notice from corporate that they received my notice of cancelation , so I call back to California family fitness and I inquire why few days later when I called in on the 1st of November, he confirmed that it's just a automated notice from the corporate that they always do that and I won't get charged anything extra. So I hung up , until November 13th i receive another notice from corporate via email that my membership will end December 2022 mind you that is a 60 day cancelation notice now!! And I have not gone to the gym since about beginning-mid October. We onky went maybe 6 times. So I contact ***** the sign up manager back and I said you lied to me , what is this ! He said I'm going to cancel your membership due to inactivity-since you don't use it , and you won't be charged for December 2022. I said great . Come Nov 30 2022 I am charged 114$ for month of December!!!! I'm calling back and forth here and there. corporate just says we'll you should have looked at the contract regardless of what ***** told you !!!What .?! I am now trying to get a refund and will be going as far as the Supreme Court if need be.a ************ was also recorded where I was promised that I will not be charged.

• Initial Complaint

  Date:11/17/2022

  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.

  Im canceling my membership theyre charging me for a final months dues even though its been a frozen account for the last three months and I have not use their amenities since August.Also, when I went to redeem the rewards points that I had earned over the last number of years they were wanting to charge me $80 in shipping and handling fees for things that were not very big or heavy at all. Neither of these charges were ever conveyed to me in the 18 years that I was a member there.

  Business Response

  Date: 11/28/2022

  Hello ****************, 
  I have reviewed your account. This is correct that you will be charged one final dues as this is our cancellation policy. In regards to your rewards, can you please let me know what you were wanting to redeem? I can assist with this. 
  Thank you, 
  *********************

  Customer Answer

  Date: 11/28/2022

  I am rejecting this response because:

  I for months asked California family fitness to add Zumba classes to their schedule that would allow me to use my membership more often. I paid $44 a month For several months and hardly attended more than a couple of  Zumba classes a week due to their failure to provide classes when I was able to go.

  I havent even used their gyms since August 2022.

  As for redeeming my rewards When I tried to do that they were going to charge me $80 in handling and shipping. The things that I was wanting to redeem werent even that heavy. I tried to contact them and they said that there was nothing they could do to waive that shipping and handling charge.

  These hidden charges were never explained to me prior to my notification that I was canceling my membership. 

   

  I do not accept the  response made by California family fitness

  For several months  I reached out to California family fitness and ask them to please schedule more Zumba classes when I would be able to take advantage of my membership. Due to their failure to do so, I paid $44 a month for several months and was only able to attend one or two Zumba classes per week.

  In fact, I did not even use my membership since August 2022. And after those months they still did not offer me  Zumba classes at times when I would be able to attend.

  as for redeeming my rewards points I tried to do that however when it came time to check out they were going to charge me over $80 in shipping and handling fees. When I contacted the company, they said there was nothing they could do to waive those fees. Until I notified the company that I was canceling my membership I didnt know about any of these hidden charges.

  
  I will be taking my complaint to the next level if this charge does not get canceled.  

  I for one would never vote for California Family Fitness being the ************** in California ever again.  
  

  Im extremely disappointed in the administrative / ownership of this company.

   

  Please  provide me a copy of my correspondence regarding my complaint.

   

  Thank you,

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

  
  

  Business Response

  Date: 12/02/2022

  ****************, 
  I am sorry you are not able to attend our Zumba classes at our designated times. We base our schedule off demand and instructor availability. We always try to add more classes if possible, but due to instructor limits, we can not always do this. 
  I can apply your rewards to your last month dues and then you will be cancelled with nothing further. Please let me know if you wish to proceed this route. 
  Thank you, 
  *********************

  Customer Answer

  Date: 12/09/2022

   
  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 IN PART.

  I should still have a number of rewards points after the free month is credited  that could be redeemed. What is that total please, and are you willing to waive shipping and handling charges that were never mentioned the entire time I was earning those points?

  Sincerely,

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

  
  

  Customer Answer

  Date: 01/11/2023

  I am rejecting this response because:

  To whom it may concern

  
  

  I need help please.

  
  

  I tried to pull up the copy of the resolution at the below https: link,   but it is no longer valid.

  
  

  How can I find and make a copy of the notice from California Family Fitness that they sent to BBB stating that they would waive my last month's dues in exchange for the 6,000 + points I had earned.

  
  

  
  

  Sincerely,

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

  
  

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

  
  

• Initial Complaint

  Date:11/10/2022

  Type:Customer Service 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.

  They promoted a month to month agreement and when I canceled after the first month they still charged me and will not refund the amount. When I went into the location to inquire, the sales woman stated I ts not actually month to month, we wouldnt make any money that way They scammed me and stole $112 from me. I called corporate and they will not help me as well.

  Business Response

  Date: 11/16/2022

  Hi *******, Thank you for taking the time to share you feedback, and we're sorry to hear that this was your experience with both our club staff and when speaking with our team at the corporate office. It's our understanding that you spoke with District Operations Manager, *************************** yesterday, and he was able to assist you with your account and will have a refund processed. Thank you. 

• Initial Complaint

  Date:10/17/2022

  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.

  Gym did not provide contracted services ********** we arrived at the gym and were told the childcare facility was full.They were understaffed - "we are working on it" "we are hiring" "we are doing everything we can"We even signed up for extra services for our children (swimming lessons) and these were also cancelled due to no staffing.Because we have young children, we were unable to use the facilities without this service.Now gym is being abusive and threatening collections after cancellation.

  Business Response

  Date: 11/04/2022

  Hi ******, upon further review of your membership, we can see that your cancellation request was processed on 10/27/22 in good standing with nothing further owed. We apologize for your frustration and hope you'll consider rejoining California Family Fitness in the future. Thank you. 

  Customer Answer

  Date: 11/08/2022

   
  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:09/19/2022

  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.

  On Monday, 06/27/2022, I decided to try out California family fitness. According to the cancellation terms and #9 in the contract I signed, I had 5 days to cancel. On Friday, July 1st, 2022, I cancelled my membership via email, per the cancellation terms. On July 12th, I was still charged ******. I emailed the company and never received a response about a refund. On 08/09/2022, I disputed it through Capitol One, the credit card it was charged to. Fast forward to 09/16/2022, when I called Capitol One for a different issue. This was my third time calling. I spoke with 6 different representatives, for an hour and a half. The issue was never resolved. On 9/18/2022, I received an email from Capitol One stating the dispute I filed on 09/16/2022 (I filed the dispute on 08/09/2022) was lost. Capitol One reapplied the charge of ****** from California family fitness.

  Business Response

  Date: 09/19/2022

  Hi ******, 

   

  Thank you for taking the time to speak with me today. You are correct - those who cancel within 5-days of becoming a California Family Fitness member receive a full refund. As we discussed, prior to your cancellation request being reviewed and completed in our system, you had requested a chargeback with your bank, but the charge was reposted after the cancellation was finalized. Our *********** team will process your refund today. You should see the $109.99 back in your account within 3-5 days.

  Thank you, 

  *******

• Initial Complaint

  Date:08/01/2022

  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 was a member of california family fitness until march of this year when i cancelled my account i was on a month to month cancel anytime plan so i cancelled it 5 months later they charged me $89 to which i then called to get this resolved as my account was cancelled and they had no reason to charge me they said they put my account on a hold which is not what i asked for or agreed to yet they still refused to return my money even tho i cancelled 6 months prior and paid all my dues at that time please have this resolved as these people will not listen to reason they never offered me a reciept of cancellation and i wasn't charged as of the next month afte ri cancelled so why am i getting charged 6 months later i demand a refund

  Business Response

  Date: 08/08/2022

  Hello ***************, 
  I have reviewed your account. You requested a freeze not a cancel back on April 6th. This was honored for no charge for 3 months. Once this freeze ended, we started charging again. I do see that your account is now cancelled with nothing further due. 
  
  Thank you, 
  *** Pomares 

  Customer Answer

  Date: 08/08/2022

  I am rejecting this response because:i never requested a freeze i told them to cancel my account entirely and they failed to do so its not my fault they have no ability to keep proper records idk what a freeze even is when you cancel a non contract month to month it is done there and then they have no right or reason to charge me they are malicious scammers nothing more please do the right thing and not support a corrupt business thank you
  

  Business Response

  Date: 08/17/2022

  *******, 
  Our front desk does not accept cancellation over the phone. From our notes, we have you asked for a freeze on 4/6/22 due to being in **** to an extended period of time. We have processed your cancellation. Your account will officially be cancelled on 8/31/22 with nothing further owed. 
  Thank you, 
  *********************

  Customer Answer

  Date: 08/18/2022

  I am rejecting this response because:i cancelled in person as i was moving to **** i was moving away permanently i never requested a freeze your worker either misunderstood or mislabeled my account either way i had a cancellation in april i cancelled in person not over the phone you are incorrect in your records 
  

• Initial Complaint

  Date:07/27/2022

  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 moved from california due to work june 10th, prior to that i called and requested to cancel my membership. The person on the phone said i was good to go. I just was charged again. I was lied to by the customer service at the location and i am still getting billed. This is unethical and poor customer service.

  Business Response

  Date: 08/02/2022

  Hello *******, 
  I have reviewed your account. We do have any cancellation request for you. You can call our corporate office at ************** or email ************************. We do require written notice for a cancellation. 
  
  Thank you, 
  *********************

  Customer Answer

  Date: 08/03/2022

  I am rejecting this response because: This business just said that due to the negligence of its employee, its my fault as to why i am still being billed. They did not address the issue of it's employee telling me that i am good to go and i am still being billed. A greedy company that is profits first and customer service second**** the response was deflecting and casting blame on the customer. 
  

  Business Response

  Date: 08/03/2022

  Since we have no record, as cancellations can not be completed over the phone, we are unable to process your request. Please submit a written request, this way it is documented for both us and yourself, to ************************
  
  Thank you,
  *********************

  Customer Answer

  Date: 08/05/2022

  I am rejecting this response because: The lie that your employee told me is a internal issue, i have e-mailed your company showing i moved in june. So, obviously i would not want to keep a membership that i cannot use. Your employee lack of documentation and lie is a reflection of your poor consumer practices, even the time of your response is AFTER the location e-mailed me... so you two are not communicating.

  I replied and told him this.

   

  "I reviewed it, i did a permanent move that is well past your limit, i want to cancel in accordance with "E. PERMANENT MOVE: After you give CFF satisfactory proof of your relocation, your membership may be cancelled if you change your permanent residence to a location that is more than 25 miles from any CFF facility. You will be relieved from the obligation of making payment of services other than those received prior to the move and if you prepaid any sum for health studio services CFF shall refund any unused prepaid monthly dues less a $100.00 administrative fee, or if more than half the life of the contract has expired, a $50.00 fee will be charged".
  The problem is that i spoke to a rep in your gym in June when i moved, here is my lease and proof of me moving in June.... hence why i called and asked to cancel my membership and being told that its fine and someone from member services will reach out to me to finalize it...yet im still being billed when it would make zero sense to continue a membership when i moved in june.  "

  
  

  Business Response

  Date: 08/09/2022

  *******,
  Per your contract, we require written notice. We do not accept over the phone cancellations. Someone from our office did reach out to you on 8/5 to move forward with your cancellation. We will need written notice sent to ************************* There is an early termination fee per your contract, however this is partially waived with proof of a move. 
  Thank you, 
  *********************
  

  Customer Answer

  Date: 08/09/2022

  I am rejecting this response because: I did e-mail them and sent proof that i moved. the company then ignored my e-mail, it has been 4 days and nothing in return. On here they will say one thing, off of here I did exactly what they asked, and they have not replied in 4 days. This is proof of continued negligence and poor customer service by the company to stop my membership. The e-mail is proof. 
  

  Customer Answer

  Date: 08/10/2022

  As the complaint said, i called and the customer service said that was fine and they would call me back. The e-mail i attached showed that i written them and provided proof of moving and they ignored me and my membership is still active. It has now been 5 days. I attached the e-mail in my last response. 

  Business Response

  Date: 08/18/2022

  *******, 
  I do see that your account is now pending cancellation. You will be charged a $100 move fee on 8/28 and then your account will be closed. 
  Thank you, 
  *********************