ComplaintsforIn-Shape Health Club - All Locations

• Initial Complaint

  09/04/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  In-Shape has a back office issue. They have membership dues and trainers that are apparently separate businesses, unbeknownst to their clients. There is no way to manage billing or receiving billing statements regarding their personal trainers. So, I have been charged monthly, on an automatic basis, and the gym has promised me on several occasions in person and over the phone that they have cancelled the service. Yet, they keep billing me. I have tried repeatedly over the course of several months to get them to stop billing my credit card, but they continue to do so. I have even filed a fraud claim against the last charge on my credit card with my credit card company to get them to stop, and yet they continue to charge me. I have asked for a refund, which they verbally agree to, but then they do not refund any amount. This is theft and bad business practices and needs to stop.

  Business response

  09/18/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We value you and your business and only want the best for you! A refund for July was processed back to your credit card. We are unable to refund August because that draft has been returned. The action is settled upon in favor of the customers request.
  
  ********************** welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  08/27/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am writing to express my deep frustration regarding the lack of response and resolution to several critical issues affecting your Browns Valley Vacaville, ****** *********, and ************************************. Despite my repeated efforts to seek assistance, including multiple emails to Manager **** and numerous inquiries through your member support portal, I have yet to receive any acknowledgment or resolution.I have been patient for months and have been paying my full-priced dues every month on time. Yet, the ongoing issues at these locations, including constant maintenance problems and unusable amenities, have persisted for months. The pools and hot tub need to be actually fixed and not just patched with temporary solutions that last only a week before breaking again. Additionally, I was recently charged an annual fee, which, under the current circumstances of inadequate service, is wholly **************** a loyal member, I expect a higher standard of service and responsiveness. The continued lack of communication and resolution not only erodes my trust in your business but also reflects poorly on your commitment to customer satisfaction and ethical business ************ light of these issues, I am demanding the following immediate actions:An immediate reversal of the recent annual fee charge, waiver of Septembers upcoming membership dues, and a comprehensive response as soon as possible detailing your plan to resolve the ongoing problems and an explanation for the lack of communication.If these demands are not met promptly, I will be compelled to file a complaint with the ***************************************** and seek further legal recourse to address these grievances. I trust you will handle this matter with the urgency and seriousness it deserves to avoid such escalation.I look forward to your immediate attention to this matter and a swift resolution to restore the service level expected at In-Shape Health Clubs.Membership Number: M3618695

  Business response

  08/30/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  After further review, we found two emails sent to our ************** in which Ms. ******* was replied to. Her concerns have been reviewed closely with **************** It has been decided we will not refund the Annual Fee as the member was informed on her agreement that this fee applies after the third month of billing. We are unable to provide a complimentary month due to amenities being down, as a courtesy and for the inconvenience this may cause our members, we do grant access to other locations while amenities are closed for extended periods.
  
  Providing maintenance orders submitted by *** at 3 clubs, Currently:
  
  a. All amenities are up at ************* (*********) which is the only club she has access to.
                                  i. We did have a heater issue for about 10 days which is what triggered this, but it was repaired the day the parts arrived.  
  b.     All amenities are up at ***** (*********).
  Nothing has been down other than us just re-opening the pool a couple of weeks ago after a 6-month long, $500K required construction project
  

  The pool heater is down at ****** and will be up tomorrow per my AFM (*********).
  The pool has not been closed, just more at lap swimming temp rather than Aquas Class temp
  Ms. ******* has ******** access but we allow members the use of other clubs if major amenities are down for extended periods
  When things break (which they will) we will continue to respond & work to correct them as soon as possible & as thoroughly as possible/feasible
  

  Our GM Luis attempted to call her on multiple occasions. He left messages and finally got a response days later to an email he sent asking for the opportunity to speak with her. 
  
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness **************

  Customer response

  09/03/2024

  I am rejecting this response because:

  I am writing to formally reject the business response provided by In-Shape Family Fitness regarding my complaint (ID *********. The response is inadequate and fails to address the serious issues Ive raised.
  

  Heres why the response is unacceptable and why I am demanding immediate action:

  Lack of Appropriate Compensation: The refusal to provide a refund or complimentary month is unreasonable. I am being charged for amenities that are not available. The argument about the annual fee being outlined in my agreement does not change the fact that I am not receiving the services I am paying for.

  Inaccurate Claims About Amenities and Misleading Statements: The response inaccurately asserts that amenities are fully operational at *************, *****, and ****** clubs. As a Browns Valley member, I have experienced ongoing issues with the lap pools there. Specifically, the heater issue at ************* remains unresolved, and the pool remains uncomfortably cold up until today. Despite the responses claim, I have detailed photo and video evidence showing that these problems persist. Furthermore, I was advised by **** via email that he could not assist with access to other clubs, contradicting the response's suggestion that using other locations was a viable option. I then called each of the other locations myself and was informed that their pools were also down. The response's implication that I am not being truthful is both offensive and incorrect. I have clear documentation supporting each of my claims.

  Unresolved **************** Issues: The response inaccurately suggests that there were attempts to contact me. I had to reach out to **** directly three times over nine days before receiving any response. Additionally, I never received any acknowledgment or reply from In-Shapes general customer service despite several attempts to contact them using the online form on their website. This lack of communication further exacerbates the issue and demonstrates a failure in customer service. The delays and inadequate responses are unacceptable, and the proposed solutions do not address the ongoing inconvenience.

   

  Given these points, I am once again demanding: Immediate Reversal of the Annual Fee or a waiver of this months dues as compensation for the ongoing unavailability of amenities. 

  If In-Shape Family Fitness does not promptly address these demands, I will escalate this matter by filing a claim with my bank to recover my funds from both the annual fee as well as last month's dues and report these business practices to relevant California regulatory authorities.  Additionally, I will contact the *****************************************, the ***********************************, and the *************************************  I will also share my experience on review platforms like Yelp and ****** Reviews and may reach out to local news outlets and consumer advocacy groups to publicize these issues. These serious channels will be used to ensure that my concerns are heard and addressed.

  
  

  Business response

  09/18/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We have responded to all of Ms. ********* questions and concerns. Our Area Manager contacted Ms. ******* via phone on September 12. After he answered her questions, our member unexpectedly ended the call. This case has been closed on our end.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

• Initial Complaint

  08/22/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed up in good faith for my wife and I. Right before Christmas last year my wife was diagnosed with breast cancer so we put our membership on hold. Over the last eight months shes had 2 surgeries, infections and a month of radiation. Weve paid the annual membership fee and the hold fee but need to cancel due to her health and not living within 50 miles of a location. Weve tried explaining everything to them and they are trying to charge us $273 for early termination. Theres no number to *** anymore and you cant reply to their emails. They just dont care about their customers anymore. *** contacted them and they just keep send me emails telling us to pay up.

  Business response

  08/27/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We received ****************** request to cancel due to relocation and his request was processed. The reason given was due to relocation. A cancellation confirmation email was sent to ************** on 8/19/2024 1:34 PM, informing him of the following:

  
  Relocation Documentation
  You have indicated that your cancellation is due to a relocation. To receive a refund of all dues paid after the date you relocated (up to one month prior to the current month), you must submit documentation showing that you have relocated and the actual date on which you began to reside at the new location and the location must be at least 25 miles from an In-Shape Health Clubs facility.
  Please submit documentation via email to ************************************* within 10 days of the date of this notice, to ensure a prompt refund. If we do not receive your documentation within 10 days, your cancellation will be processed according to our membership cancellation policy. If your documentation is received after 10 days from the date of this notice, you will be refunded for dues pre-paid for the period after the date we received your documentation.
  
  Providing the requested documentation will allow us to waive the early termination fee.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer response

  09/04/2024

  I am rejecting this response because: Hello.  It has not been resolved nor have they reached out to me.  It also hasnt been 10 days yet.  Thanks
  

  Business response

  09/05/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  ************** joined with an address located 50 miles away from any In Shape Family Fitness location. He accepted the rules and regulations, including the distance from home to our club. We have drafted the balance and the prorated dues for September, as advised via email. As a courtesy, a reimbursement will be issued for prorated dues billed on 8/19/24 for $23.05 and prorated dues for September for $32.98. A total refund of $56.03. The membership has cancelled effective today. Please allow 7-10 business days for the process.
  
  Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape *****************************

  Customer response

  09/06/2024

  I am rejecting this response because:  I let them know that my disabled wife is fighting breast cancer, has had two breast surgeries along with a month of radon and is unable to drive two hours much less exercise.  In-Shape recieved this information in emails and certified mail two weeks ago.  They are trying to charge me $300+ dollars but I put a stop payment on it.  They have no sympathy or care about their customers, in fact they wont even give me the courtesy of a phone call.  ************
  

• Initial Complaint

  08/01/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I signed up for personal training at the ****** location. The trainer twisted my arm to sign up for 24 sessions in addition to the 7 sessions I already had paid for. He insisted that in order for me to attain the goal I had in mind he needed to see me a minimum of twice a week for 6 months. I told him I was concerned about paying for so many sessions up front because I was concerned that the company had poor reviews about the training program. He stated that if I paid roughly $2,000 for the 24 sessions,he would throw in 4 additional sessions to go along with the 7 I had already paid for to give me a total of 35 sessions. I reluctantly agreed but did agree. From the very first session, he was either late ( which meant my 50 minute sessions were much less, some were 30 minutes others *****, only a few were full sessions) He cancelled on me last minute several times and when we were training, he was often talking with others, looking at his phone or paying no attention to how I was performing the task. One day after a class, I received a text stating he was promoted and that another trainer would be taking over for him. I kept copious notes on my calendar as to all of the above. I provided it numerous times to the manager of the club and the district manager. The district manager stated he would do everything in his power to make me whole for my out of pocket cost. The local manager told me that the company was not going to do so as they are not responsible for what an employee does or tells a customer and that I need to accept that an move on. To this day I have had 19 full sessions with the new trainer ( who is great) They have declined to provide 50% session credits for the previous trainers poor work ethic. as there was no value to me but was a waste of valuable time as I was hoping to get into shape for my daughters upcoming wedding. ***************************** and ************************* are the managers and both ignore my emails requesting the remaining credits.

  Business response

  08/16/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  Our management team has further reviewed ******************************* Personal Training membership. It was found that this concern was previously resolved. Personal ******************* applied 4 complimentary sessions, and they were all used. There is no monetary refund owed to the member as all sessions have been utilized.
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape *****************************

  Customer response

  08/16/2024

  I am rejecting this response because:   Please see attached documentation.   I paid for 24 sessions ($1920.00) with the assurance from Trainer he would add 4 additional as a carrot to get me to sign up.  I had 7 prepaid sessions on the books.  This comes to 35 sessions that were due to me.  I had 21 ( out of the 24)  training sessions with *****, they gave me 4 comped sessions to make up for the 4 ***( previous trainer) had promised., this leaves 10 prepaid sessions due to me.  I had 12 partial sessions with ***, some as little as 20 minutes, only 2 sessions were the complete ************************************************************************************ machine and say he would be right back.  It was a huge waste of my time and I got NOTHING out of it but frustration.  As you can see from the email attached from *****************************, he stated he would have 9 sessions added  back into my account to make things right.  I received NONE of those, if I had, then only 1 session would be in dispute.  I am requesting the 10 sessions owed to me to be reimbursed in credit at the club to be used at my discretion. I classes, training, etc).  I sent every email to ***** multiple times, to ******* twice along with other emails asking the status, and I got no where, was only given lip service.  It appears they want to charge me for 12 sessions with someone that did not provide he service, he wasted my time.........
  

  Business response

  08/21/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

  
  Our management team has further reviewed ******************************* Personal Training membership. It was found that this concern was previously resolved. Personal ******************* applied 4 complimentary sessions, and they were all used. There is no monetary refund owed to the member as all sessions have been utilized. This account has been resolved on our end and we will now close this case.

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

  Customer response

  08/22/2024

  I am rejecting this response because:    AGAIN, PLEASE SEE THE EMAILS ATTACHED TO LAST RESPONSE.  i PAID FOR 31 SESSIONS OF 4 WERE ADDED FROM TRAINER.  I RECEIVED 21 SESSIONS OF ACTUAL TRAINING WITH ***** 9 AND AN ADDITIONAL 4 THAT THEY COMPED FOR THE 4 THAT WAS PROMISED BY PREVIOUS TRAINER.  THAT IS A TOTAL OF 25 SESSIONS USED.  i HAD NUMEROUS SESSIONS WITHT HE PREVIOUS TRAINER BUT NEVER AN ACTUAL FULL 50 MINUTE SESSION, SOME WERE HALF OF THAT AND HE WAS NOT INTERESTED IN SHOWING ME HW TO USE EQUIPMENT PROPERLY OR ANY ACTUAL TRAINING AT ALL, HE JUST PT IN A BIT OF TIME.  WHEN I EXPLAINED THIS TO ******* AND ***** I WAS TOLD THEY WOULD MAKE IT RIGHT AND THAT 9 SESSIONS ( see email) WOULD BE ADDED BACK INTO MY ACCOUNT.  THE 4 THAT WERE ADDED WERE FOR THE 4 I WAS OWED FROM CONTRACT WITH PREVIOUS TRAINER.  I AM HAPPY TO ACCEPT CREDIT FOR 6 SESSIONS STILL OWED. ( CREDIT AT ********** FOR CLASSES)  
  

• Initial Complaint

  07/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have signed up for personal fitness training two times. Once under the brand California Family Fitness and again under their re-branded name of In-Shape fitness. I have experienced the same issue two times, leading me to believe it is a pattern of unfair business practices. The first time I signed up for personal fitness training, I requested to cancel after my obligation of fulfilling 3 months. They would not cancel it no matter how many times I asked and continued to bill me several times and there was no explanation given. This time, I regrettably fell for them telling me they had a special on sessions. Again, even though I requested in person and received an email confirmation of cancellation, I STILL was billed. When I called they said I was projected to be billed $160 monthly for the next three years. I again asked to cancel and received another email confirmation but that seems useless. THEY REFUSE TO HONOR CANCELLATION REQUESTS AND PRACTICE UNAUTHORIZED BILLING. It is a willful pattern and a gimmick to keep me hooked. It is very upsetting and I will never, ever purchase personal training from them again.

  Business response

  08/09/2024

  Good Morning, 

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. We reviewed ******'s membership and reached out to our club's General Manager and Fitness Manager for additional review. Our personal training has a 30-day cancelation requirement and ****** was informed of this. As a courtesy, we will honor ******'s request. We emailed ****** to inform her of the resolution.  
  Thank you
  In Shape Family Fitness  

   

   

• Initial Complaint

  07/23/2024

  Complaint Type:

  Facilities Issues

  Status:

  Resolved

  More info

  I am writing regarding ongoing ******************** issues at your *********************** location, the apparent lack of adherence to ********************* by your staff. As a dedicated member of your gym, I expect a higher standard of **************** considering the premium fees charged by InShape for this tier of club. Unsafe Placement of Pool Chairs: Lounge chairs are repeatedly moved by one member to block the pool area's smallest walkway (right side of lap pool), posing significant safety hazards & violating OSHA regulations.Exposed Wire in Pool Area: An exposed wire between lane 5 & 6 has caused injuries to members, including bleeding & infections, over several months. Management has been notified numerous times without prompt action to remedy this hazardous situation. (I cut myself on 7/21 again due to this hazard.)Poor Condition of Showers: The showers consistently remain in a filthy state, with falling hooks, cracked walls, malfunctioning shower heads/water pressure, & persistent mold posing serious safety/hygiene risks.Lack of Privacy in Locker Rooms: There is a concerning absence of policies prohibiting cameras in the locker rooms, compromising members' privacy during changing & showering. Immediate implementation of clear signage and enforcement by staff is essential.Out of Commission Hot Tub: The extended period without the hot tub and the lack of communication or monthly credits for members, especially those relying on it for physical therapy.Disregard for ********************** Instances where staff fail to enforce gym policies, such as constantly allowing young children in the hot tub contrary to regulations, contribute to an unsafe and disruptive environment.These ongoing issues highlight systemic problems with management, maintenance ********** ******* adherence to established standards. Failure to address these critical matters within this timeframe will compel me to escalate this matter to OSHA and other relevant authorities.

  Business response

  07/26/2024

  Good Afternoon ,

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. The information/feedback/concerns provided regarding our ************* location have been escalated to our club's Management Team for review and to be addressed.  
  We are unable to locate a membership based on the contact information provided. We have sent an email to the email advising of the above and asking for additional contact information.  
  
  Sincerely,
  In Shape Family Fitness Support Center

• Initial Complaint

  07/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have already filed a complaint against INSHAPE requesting for them to close my account and rid my charges since I was a minor and could not enter the contract, and they complied, however now they are asking for more money saying that I have to pay $125 for an early cancelation fee. Once again I'm a minor and could not even enter into the contract in the first place. So, please cancel all the charges at this time

  Business response

  07/24/2024

  
  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  
  We processed the member's request to cancel the membership account. An Early Termination fee was applied; however, due to the reason for cancellation the early termination fee was waived. An email was sent to ************** to notify her that a $125.00 credit was applied to the account.
  
  Sent
  7/19/2024 11:06:58 AM
  
  *******,
  A credit has posted to your account in the amount of $125.00.
  If you have any questions, please contact ****** Services or your club.
  Thank you,
  In-Shape Family Fitness Team
  
  The action is settled upon in favor of the customer's request.
  
  *********************************************************************** welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  *******
  In Shape Family **********************

  Customer response

  07/24/2024

   
  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

  07/12/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  Points deducted from account

  Business response

  07/16/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  We are unable to locate a membership account with the information provided. We are gladly able to assist with this matter. Please advise the member to provide their membership number for resolution.
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  *************************
  In Shape Family **********************

• Initial Complaint

  07/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I thought i was doing month to month it wasn't clear enough for me and im a minor and didnt know what I was signing up for and now I have all these charges that i cant pay and i havent even been in the gym in months. I noticed I have ****** worth of charges and i would like for the account to be closed and the charges removed.

  Business response

  07/16/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.
  Based on the information provided by our member ************** at the time of joining, it shows her date of birth does not make her a minor. We will gladly follow the proper steps per the member's request to void her agreement. To do that, please advise ************** to provide a date of birth verification for further review.
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  *************************
  In Shape Family **********************

  Customer response

  07/17/2024

   
  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

  07/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Good morning, I have made several attempts to contact the company. The managers at my local gym have not been helpful. Im currently deployed and Ive asked for my membership to be cancelled on March 2024. I have been charged 5 times after my initial cancellation. Please fix this asap. In shape has made this very difficult for me and have not been helpful at all. The manager assured me my membership was canceled. The company does not return emails or have a costumer service number they can be contacted. The in shape locations stayed the mangers are never in when needed.

  Business response

  07/12/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond. We received a cancellation request submitted by **************** via the mobile app on 3/26/2024. The cancellation effective date is 1/26/2025 due to relocation. An email confirmation was sent to ****************, the confirmation email provided details with the documentation required for a possible reimbursement.
  
  We received a second point of contact from **************** via email on 7/03/24, a response was sent advising him to provide military orders for reimbursement. We have not received the requested documentation from **************** for further processing.
  
  We have since retracted the original cancellation request and made effective 7/31/2024, instead of 1/26/2025. Documentation is still required for reimbursement and to have the early termination fee waived. 
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  *************************
  In Shape Family **********************

  Customer response

  07/16/2024

  I am rejecting this response because:

  Ive re submitted my orders on June 12 2024

  have not received any additional information from In shape 

  
  

  Business response

  07/19/2024

  In-Shape Family Fitness received the above-referenced customer review, and we appreciate the opportunity to respond.

  
  Thank you for submitting the requested documents to resolve your billing concerns. We have received ******************** Military Orders dated 6/12/24. A refund request is within the process for the months of 6/24 and 7/24 membership dues including an annual fee drafted in 7/24. Please allow up to 7 business days to complete the process.

  
  The action is settled upon in favor of the customers request. *********************************************************************** welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  *******
  In Shape Family Fitness Support Center

  Customer response

  07/22/2024

   
  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.
  
  

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