Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/03/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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 on for physical training with this gym in August. I wasnt making use of the gym membership so I opted to cancel the membership back in November. They said a 30-day notice was required and that Id need to pay for December, which I accepted. I was subsequently charged for January and February without noticing. I only noticed in March because the charge maxed out my credit card unexpectedly. Ive been trying to get this resolved with the company since March and I was told by the gym manager, ******, that he cant help me because its been too long. I find this to be incredibly unfair business practice since Ive been doing my due diligence to resolve this matter. This business does not have an administrative person that handles the business side of things. Their recorded phone number is a dead end, so its been hard to get into contact with them. There isnt much of a paper trail since everything gets handled by the trainers and theres nobody available to help when everyone is in session. At minimum, I deserve a refund for January and February totaling $390. Id like to make a case for also receiving December payment back as well, as these charges maxed out my card and have accrued undue credit interest over time. So the total would be $585.

• Initial Complaint

  Date:09/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 one year contract on 10/19/2023 with SHAPE for personal training. At the time I joined I paid first month and last month up front, for a total of $880. I am supposed to get 8 sessions a month (2/week). For 10 months I worked out with a personal trainer (1 on 1). Suddenly the gym changed the contract without any kind of email notification, time frame, options etc. The new system is now pay a lot more for 1:1 or join their "Squad training" which is with a trainer and 2-4 individuals per group. I asked them to honor the 6 sessions I had left for the personal training and they would not. I told them I didn't want to switch to squad training and asked for a refund and they would not refund me $330 (for my remaining 6 sessions). I just want my refund

• Initial Complaint

  Date:11/08/2023

  Type:Order Issues
  Status:

  UnansweredMore 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.

  Shape Training goes against their contracts and does not validate their client's needs. After my first group class, I was convinced by one of the salespeople to get a membership for twice-a-week courses and that cancellation of that contract would be no issue if I couldn't continue to go. After not gaining much appreciation for the group classes, I decided to start personal training. After months of working with a trainer, I told her I wanted to cancel my class membership because I could not afford to keep it. Multiple times, I asked to cancel a class package until finally, one day, while I was at the facility, I was told she was sending the email. I stood as she claimed she did for the cancelation to go to the billing department or whoever was responsible. It wasn't until I checked my bank statements that I realized over $400 had been taken out without my knowledge, and it was never canceled. After I spoke up AGAIN about the money. I was told that refunds were not typically given out and that I was out of luck. Additonally, the contract stated that all unused checked my bank statements that I realized over $400 had been taken out without my knowledge, and it was never canceled. After I spoke up AGAIN about the money. I was told that refunds were not typically given out and that I was out of luck. Additonally, the contract stated that all unused credits would be refunded within *************************************************************** and nobody has been in touch since they received the certified mail.To continue, I asked if I could take a break from training, and shape continued to go against their contract and would not place a hold on my membership, even though it was clearly stated in the agreement act that I could do so.I additionally feel like I was gaslit by being asked about deep personal issues and then using those issues against me when I didn't feel like continuing to use their services anymore.