Complaints

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

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In-Shape Health Club - All Locations has 79 locations, listed below.

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• 

  In-Shape Health Club - All Locations

  6 South El Dorado Street Suite 700 Stockton, CA 95202

• 

  In Shape Health Clubs, Inc.

  899 W Henderson Ave Porterville, CA 93257-1742

• 

  In Shape Health Clubs, Inc.

  2501 Shaffer Rd Atwater, CA 95301-2858

• 

  In Shape Health Clubs, Inc.

  2951 G St Merced, CA 95340-2130

• 

  In Shape Health Clubs, Inc.

  4801 White Ln Bakersfield, CA 93309-6375

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:03/19/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I joined In shape to use the sauna, whirlpool and steam area. In which for the last few months either 1 or 2 of the areas have been closed and non functional.I would like a refund of my paid membership for the months Jan, Feb and March. And I would like for my membership to continue be in good standing.A member should have the right to complaint considering we pay to use the equipment.I have been trying to get in contact with the business manager of the property via phone atleast times with no response.Complaint taken over the phone by BBB Rep **

  Business Response

  Date: 04/04/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  Our club management has reviewed and approved a refund in our member's favor for 1-month dues. Please advise Mr. ****** to allow 7-10 business days to receive the refund check mailed to the address on file.
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

  Customer Answer

  Date: 04/08/2025

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

  Please Fix The Steam Room In A Timely Manner, Keep Whirl Pool Jacuzzi Working On Weekends On A Timely Basis When Possible And Be Willing To Offer Time To Use Elevate Club Benefits If The Steam Room, Whirl Pool And Jacuzzi Are Down For Extended Time Over 10 Days Moving Forward. I Accept The Month Dues. As A Resolution. Please Be Willing To Have More Communication With Myself And Other Members Moving Forward. Once Everything Is Working, Please Maintain The Wet Area!

  Thank You

  **** *. Hunter 

  
  

• Initial Complaint

  Date:01/18/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  cancelled my contract and they charged an arbitrary cancellation fee. I was not informed, and it was incorrect amount even if it was a ceanccelation fee. Also I cannot get a contract.

  Business Response

  Date: 01/20/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Mr. ******* membership, we found a cancellation request on 12/11/2024. All memberships require a 30-day cancellation notice. We received a request on 12/11/2024. An email confirmation was sent on 12/11/2024 at 9:10 AM to the primary member's email address on file. This email informed of a prorated charge from 1/1/2025-1/10/2025 of $25.00. There was no cancellation fee charged.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

  Customer Answer

  Date: 01/22/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. re complaint number 22828855
  I wish to withdraw this complaint. The vendor (Inshape fitness) has withdrawn the fee.
  Thank you.
  
  

• Initial Complaint

  Date:01/02/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Good afternoon,M3765112 I have tried contacting support multiple times through their help desk and I have had no success getting through to them. Ceres InShape assistant manager has also submitted a ticket. Back in November I signed up, to my understanding, to a month-to-month membership online and no where upon signing up did it say yearly membership. I canceled on Decemeber 3rd due to being laid off of work and unable to pay for the monthly membership. Then to my surprise i have to give 30 days days notice before canceling, but I was canceling due to financial hardship. So I still went ahead and cancelled. Then it said I was subject to a fee for cancelling early. Then I get an email saying my cancellation fee is $250. I was stressed upon seeing this because I am limited on my money. Spoke to Inshape Ceres staff member maybe to do a payment plan, but they told me that nothing can be done. Staff member said "I'm gonna tell you what my manager is gonna say "you're out of luck" and that to me was very disrespectful and had to come back the next day to speak to an assistant manager. The money was then taken from my account on the next day plus the dues for the month of December.I have been a member before with no issues. Now I would like a refund due to my financial hardship and hope InShape can help me with my issue.

  Business Response

  Date: 01/03/2025

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  There has been communication with our member ******** via email(s) and we've had responses from her. We have advised her accordingly. A copy of her agreement was sent to her as well. We informed her that it states she joined on a 12-month term.  All termed memberships are subject to an early termination fee if canceled before the term end date and after the 5-day recession period. No refund is warranted as there is no billing error on our end. 
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:12/16/2024

  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 always had a membership that included massage chairs, reservations and guests. I upgraded my account in November to include other clubs like ******** etc. When this upgrade happen we (additional members and myself) can no longer access reservations on my app or online. This has been an issue as employees at the front desk only see that we are not allowed to bring guests or make reservations on their end without understanding that this is a glitch in the system so we are needing to explain it over and over. I have talked to management several times at my facility and they have their hands tied, they have tried to help by entering tickets to fix this issue but now more than a month later there is no sign if this being fixed, they 100% confirmed that my upgraded membership should indeed include these services. The staff and management at my facility have all been sympathetic and understanding but this is a bigger issue that they are not able to fix. This is a terrible way to do business and the management should have better control on how to fix these glitches and help their customers better. I know I am not the only one with this issues. This is not fair to your customers nor is it fair to your employees.

  Business Response

  Date: 12/19/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Ms.Fennells membership, it shows there was a membership type change. When this happens, the member is subject to current membership rates. The preferred package was included with the membership type that she previously had. Once a change is made, it cannot be added as an additional perk included in the membership. I **************** added this perk as it is available at an additional monthly cost. As a courtesy to Ms. ******** we provided two months of complimentary perk/preferred package. Regular billing will resume for the preferred package on 3/1/2025.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:12/06/2024

  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.

  I've been using In-shape ( California family fitness) for a few years as my gym membership. But it recently changed its name. I travel a lot, and usually I freeze my account and either don't pay or pay $5. But since it change its name, it had different rules, the ones they didn't tell me. When I froze the account, they said they will charge me $5 only. But they change that to $12, than $50. So I decided to cancel. For that, they asked me to pay more than $200!!! For what??!! I did not use the gym for over 6 months! And i already didn't have a contract! It was month to month. I am super upset. Now they are sending me a bill to pay. For NO service or membership! Over $200 for NOTHING!!! I'd like to get $500 compensation for the lies and trouble I went through! And for them to stop sending me bills!

  Business Response

  Date: 12/12/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of Ms. ******** membership account, we found her membership was placed on hold from 1/1/2024 to 5/1/2024 with a $5 monthly hold fee. When a payment is rejected from the member's financial institution, a $9.99 return item fee is assessed. Our max hold limit is 6 months in June 2024 ****** extended her hold to 7/2024. During her hold status, her annual fee was due (on 6/15/2024) of $49.99. An email was sent to her on 6/4/2024 informing her that the Annual Fee would be billed. We received a cancellation request from our member on 7/26/2024. We require a 30-day cancellation notice for all membership cancellations. The hold was lifted and a prorated charge from 7/29/2024-7/31/2024 was applied. The cancellation effective date was 8/25/2024. A cancellation confirmation email was sent to our member informing her of the last billing date for the prorated amount of $139.99 on 8/2/2024.There is no billing error found for a refund. 
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

  Customer Answer

  Date: 12/14/2024

  I am rejecting this response because:

  My bank never rejected the payment and I always paid. So that's a lie! And why would I pay a cancelation fee when a year has passed. When I talked to the agent, they said "the only charge will be $5"! No cleaning fee, no cancelation fee and no other imaginary fees! So stop lying.  If they don't stop, I will have to move this to court !!!!

  
  

  Business Response

  Date: 12/18/2024

  In-Shape Family Fitness received the above-referenced member's response rejection; we appreciate the opportunity to respond.
  
  We have attached ********** transaction listing for review. In Shape Family Fitness does not control whether a Financial Institution approves or declines a transaction. We received a Chargeback from Ms. ********** financial Institution on 7/18/2024 for a transaction made on 6/18/2024. When a chargeback is received, the auto payment information is removed from the membership account. Please review the transaction listing for monthly transactions.  A payment can be made at ********************************************************************.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:12/05/2024

  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.

  The Bond Road manager rented the coverd pool out to the thirty party for money. All week days 8:00-4:00( I am not sure. But I saw they were there all day time) . Members cant use it. So it means winter no swimming for us old people. Every one knows the no coved pool is frozen winter. The action Injured the interest of the members. We are filing a *** if negotiate no results here I saved all proof Just a friendly reminder here

  Business Response

  Date: 12/16/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  Ms. ****** feedback has been reviewed with our *************** and the club General Manager has attempted to contact Ms. **** via phone to address her concerns, but has been unsuccessful.
  After further review with our club management, for the safety of all our members, swim laps are not permitted in the therapy pool during its use for therapy. However, that does not stop our members from using the pool for its intended purpose. Ms. **** was advised she is welcome to use our swim lap pool in the meantime.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:11/13/2024

  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.

  I paid In Shape with my overdraft fees a total of $400 dollars, I was going to the gym for mental health purposes after losing my mother to Cancer and as a single mother, I have had it, I am so behind in my bills because every time I get paid they attempt my bank at least 3 times causing me to be in default $400 over the course of almost 4 months, I have have on several occasions talked to staff, spoke to management at the Coffee location where I signed up and she advised me that in AUGUST my membership will end???? I am not able to pay because I have no family to help with these fees nor have I been to the gym, I was told that it started over because I moved to ********? I am so done with this membership Please someone help me to get my money back as I have a ton of friends that work out and I just want closure so that I can be done with this place, staff is great most times but the problem is the hidden fees that are not in front of you or the misleading by other people at this gym, I worked at 3 gyms and not once have I felt mislead as I did with the sign up online, Please help me to get my money back and close my account per my contract it was ***** and went to ***** two months into my membership.

  Business Response

  Date: 11/20/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We want our members to enjoy their membership and want the best experience for them. We offer month-to-month memberships and 12-month agreements. Ms. ********* selected a 12-month term. Viewing her contract agreement it states her monthly dues were $44.99/Month. The monthly rate did not change after two months. Our member requested to change her home club; this change reduced her rate to $39.99/Month. There is a $64.97 balance due (November payment returned). Per the member's request to cancel, an early termination will apply due to her term membership not being completed. To resolve our member's concerns, as a courtesy, we processed a cancellation request, waived the 30-day cancellation notice, waived the early termination fee of $75.00, and reversed the membership balance of $64.97. The membership is now canceled and in good standing.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:11/13/2024

  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 membership for a year. I even went in to cancel it. They keep billing me. Latest bill is for *****. I havent used it in o er two years. They know that.

  Business Response

  Date: 11/20/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review of ** ******* membership, we have found Mr. ****** membership is currently canceled. There are several options to submit a cancellation request. 1) Online, submitting a form request to cancel (****************************************************) 2) A written request to cancel via mail or email. 3) Our In Shape ********************* app offers a feature to submit a cancellation request. Not using a membership does not qualify for a cancellation request nor are we able to go based upon usage. This account was canceled due to an outstanding balance. There is no further billing for this membership.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  Date:11/12/2024

  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.

  I signed up for a gym membership under a promotion that stated "no dues until 2025". I was charged dues the very next month. I called to ask about the charge and was told that my 2 free months would be applied to my account in the form of a $5 discount every month for the next 12 months. That definitely does not sound the same as "no dues until 2025"

  Business Response

  Date: 11/19/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We received the attached image providing detailed information about our $1 Enrollment plus free dues til 2025 promotion. After the review, it shows that Ms. ******** entered the wrong promotional code. For this promotion, the code needed to use was FALLDEAL (as pictured in the image provided). The promotional code Ms. ******** used during sign-up, was 24FALL. Our 24FALL promotion provided $1 to Join on all Memberships .  She was charged $1 to enroll per the promotion she used at the time of joining. We hope this helped provide clarity to her billing concerns.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

  Customer Answer

  Date: 11/21/2024

  I am rejecting this response because: this was not the promotion I was supposed to receive. Please cancel my membership 
  

  Business Response

  Date: 12/12/2024

  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 resolution options. The following email was sent to our member on 11/21/2024.
  
  Hello Autumn,
  
  Thank you for reaching out to In Shape Family Fitness!
  
  In response to our BBB case. I received your request to cancel your membership. I'd like to offer and honor the promotion you initially wanted to obtain (FALLDEAL, no dues until 1/2025). Please advise if you would like to take advantage of this offer. If so, a refund can be issued for dues paid for the month of 11/2024.
  
  If you wish to continue with your cancellation request, I can assist with that. An early termination fee will apply as you are currently on a 12-month agreement. If you wish to proceed with a cancellation request I can waive the early Termination fee as a courtesy. Please advise how you would like to proceed with your membership.
  
  Please advise how you would like to proceed with your membership.
  
  Thank you,
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

  Customer Answer

  Date: 12/13/2024

   
  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:10/09/2024

  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 in April 2024 and asked in the first week of May 2024 for inshape to cancel my membership due to me not liking the Gym and not giving authorization for them to continue taking funds from my account since 05/2024. They still have been taking money from my account and its October now 6 months later. Please cancel my account. I called the location and they stated that they would deactivate my inshape gym account which has not happened yet.

  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 and did not locate a cancellation request. Ms. ******* is currently on a 12-month termed membership. A cancellation request has been processed and an email confirmation with further details provided. Due to term membership, there is a cancellation fee in the amount of $100.00. Billing that was drafted for the month of October returned and a balance of $62.97 is outstanding, as a courtesy this balance has been waived and early termination fee is owed.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  
  Sincerely,
  *******
  In Shape *****************************