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.

close

Find a Location

In-Shape Health Club - All Locations has 33 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  In-Shape Health Club - All Locations

  6 South El Dorado Street Suite 700 Stockton, CA 95202

• 

  In Shape Health Clubs, Inc.

  909 N Demaree St Visalia, CA 93291-4103

• 

  In Shape Health Clubs, Inc.

  3409 Coffee Rd Bakersfield, CA 93308-5035

• 

  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:05/12/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The nature of this dispute involves the manager of in shape Buena vista stating false accusations that were deragatory, racist , defrlamation of character ,Hurtful , and then had the audacity to report i factual inforksmtok to her managers for the fact of "she reported first" so she did not have to face being reprimanded. In addition , she then used threats as well as her girlfriend threatened me calling from a blocked number stating explicitly the interaction that took place at her health club stating she would take certain measures to negatively affect my career. This happened over a year ago and now reporting due to me being threatened scared and confused .

  Business Response

  Date: 05/17/2023

  In-Shape Solutions received the above-referenced customer review, and we appreciate the opportunity to respond.  We are unable to locate a membership with the information provided.  To be able to better assist, we will need the member's full name, membership number, mailing address, email on the account, and date of birth.  We will also need the name of the person they are referencing and the In Shape club name.   
  
  Sincerely, 
  ******
  In Shape Support Team  

  Business Response

  Date: 05/17/2023

  In-Shape Solutions received the above-referenced customer review, and we appreciate the opportunity to respond.  We are unable to locate a membership with the information provided.  To be able to better assist, we will need the member's full name, membership number, mailing address, email on the account, and date of birth.  We will also need the name of the person they are referencing and the In Shape club name.   
  
  Sincerely, 
  ******
  In Shape Support Team  

• Initial Complaint

  Date:04/04/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I cancelled my membership via the in shape app as instructed in January 2023 & received a message that said sorry to see you go & assumed is was done. In reviewing my bank statements i noticed today that the fee of $89.00 has been taken every month & so i went to the local club & had a manager cancel it again today. At my request for a refund for the months of Feb, ***** ****** was told that i would have to send an email to InShape member services website which i did. This company has shady practices as there is no corporate phone number avail to call. I also received an email verifying my cancellation as of today but they are already stating a pro rate fee will be deducted from my account next month. I want to report this business for poor customer service practices & receive the refund owed to me

  Business Response

  Date: 04/05/2023

  In-Shape Solutions received the above-referenced customer review and appreciate the opportunity to respond.

  We have further reviewed ***************************' membership, and our records do not reflect a previous cancelation request received.  We have processed the cancelation on her membership with an effective date of 04/30/2023, waiving our 30day cancelation policy as a courtesy.  We have sent an email to ****** advising of these actions.  We ask that she provide a copy of the previous cancelation confirmation to ******************************************.  Upon receipt, we would review and advise accordingly.  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
   
  Sincerely,
  ******
  In Shape Solutions Support Center

  Customer Answer

  Date: 04/07/2023

  I am rejecting this response because:

  The whole reason that i am upset is because although i do not have the proof to so call document the previous cancellation, it was witnessed and assisted by my spouse that i DID cancel on the mobile app as instructed by the organization; i had put the membership on a three months hold in september 2021 via the mobile app & InShape DOES have this documented but not the cancellation? This is very convenient to benefit the organization & ensure continued profit. There are many complaints that are posted that have experienced this very same practice. Just since this filing i have received first an email from InShape retracting my cancellation followed by another one, sorry to see you go again. 

  Not acceptable. I would request a phone call from this organizations upper management.

  Business Response

  Date: 04/11/2023

  In-Shape Solutions received the above-referenced customer review and appreciate the opportunity to respond.
  
  Our ************** is no longer available by phone.  We have further reviewed the membership, and we have submitted a refund for our member *************  We have emailed ****** to advise her of this process and to please allow **** business days to complete the process.  Upon approval, a check will be mailed to the address provided.  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
   
  Sincerely,
  ******
  In Shape Solutions **************

• Initial Complaint

  Date:03/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for a membership around thanksgiving planning on just using it for 3 days or so to workout with some friends. After my last day (in November,, I asked the guy at the front desk if he could cancel it and told me about the app to which I replied, Im having troubles with the app and he said he could have a manager cancel the membership. Comes February, I am still being charged so I contact the gym again and I am placed on the phone with the manager and she was asking for a reference numbers and emails proving that it was canceled, which I did not have, so I decided to cut my losses and request it to be canceled once again and she kindly told me that she could cancel it right now to not be held accountable for the 30 day refund policy and pay another month. Great. But now during March I am still getting charged my monthly membership and the annual fee so I email corporate directly and ask them to be refunded for March as well as be prorated the annual fee, which I understand the point of, I have managed other cooperate gyms, but cannot reason being charged 50$ for using the gym 3 times. The email back said they can cancel my membership but it will remain active until 4/15/23. I have been charged for the months of January, February, March, and part of April, and a 50$ annual fee for using the gym 3 times. Super shady business from the employees.

  Business Response

  Date: 03/22/2023

  In-Shape Health Clubs received the above-referenced customer review and appreciate the opportunity to respond.  We have further reviewed ***** membership, and based on the information he has provided to us,we have honored to waive the 30day cancelation policy.  We have canceled his membership effective immediately and have submitted a refund for review.  A check will be mailed within **** business days upon approval. 
  We have sent an email to **** advising him of the above resolution. 
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  Sincerely,
  ******
  In Shape **************

• Initial Complaint

  Date:03/03/2023

  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.

  The company is overcharging me for not using my membership. My acct was on hold which they said they only charge $5 for holding the membership but they charged me $16 and $49.99. I enrolled w/ this company in November 2022, its not even a year to charge me for membership fee. I emailed them regarding this matter but no reply but instead they sent me another billing statement. I tried to cancel my membership but they wanted me to email them which they never reply.

  Business Response

  Date: 03/03/2023

  In-Shape Health Clubs received the above-referenced customer review and appreciate the opportunity to respond.

  We have further reviewed *******'s membership.  We received correspondence on 02/28/2023 regarding the billing to which we responded accordingly to the email she provided.  The annual fee is billed, due, and payable on the 3rd month after our members join.  We send reminder emails before billing.  
  
  We have canceled *******'s membership effective immediately as she stated she is requesting, waiving our 30day cancelation policy as a courtesy only.  The balance has been removed.  
  
  We sent an email to our member, ******* 03/03/2023,  advising the above.  
  
  Sincerely, 
  In Shape Support 

  Customer Answer

  Date: 03/03/2023

   
  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:02/28/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have trying to conceal my membership but it say have to give them 29 days in advance it say month, also it say until no fees March that was not true. Also the reason for join for ******* it having trouble working through out my membership please help with problem I went to membership gym and they couldn't help ************ office don't have number.

  Business Response

  Date: 03/02/2023

  In-Shape Health Clubs received the above-referenced customer review and appreciate the opportunity to respond. 

  
  We have further reviewed *******'s membership.  We received his cancelation request on 02/28/2023, and it has been processed within our 30 cancelation policy guidelines with an effective date of 03/30/2023.  He will continue to have access to our club until then.   We do not have a record of any previous cancelation requests.  ******* has been using our club consistently since he joined.  The spa is open; however, it is pending a part.  We have sent an email to ******* advising him of our 30-day cancelation policy.  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  ******
  In Shape Support 

• Initial Complaint

  Date:12/27/2022

  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 was told by the health club manager, *******, on November 2, 2022 that a check would be issued to me for $26.59. This was to offset the erroneous charge debited on November 2, 2022 to my ********* credit card. I was told to expect the check by November 21, 2022. When that didn't happen, I called her AGAIN (#2). The club is back logged with their transactions she said, but she would keep an eye out for my transaction and she would call me back on December 9, 2022. AGAIN that call never happened. I called her AGAIN (#3) and this time she told me she called the corporate office and they said they issued a credit to my credit card on November 14, 2022. AGAIN, that didn't happen. So, as you can see, I'm getting the run-around. What I object to is the out right lies. I agree the amount is not very much, but it's the principle and tactics being employed that is causing me to file this complaint.

  Customer Answer

  Date: 12/27/2022

  Thank you for acknowledging my complaint. The In-Shape Health Club located in *************** is where my membership was established, but the ******** location appears to be the corporate office and that's why I mentioned it in my complaint. Additionally, the BBB system website only allowed me to enter one zip code. I entered the *************** zip.

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

  Business Response

  Date: 12/28/2022

  In-Shape Solutions received the above-referenced customer review and we appreciate the opportunity to respond. We attempted to connect with *** via phone today, 12/28/2022, and left her a voicemail. We followed up with an email to *** on 12/28/2022 advising her we have submitted a refund to be issued in the form of a check for $26.59. Please allow up to 7 business days to complete the process. 
  
  The action is settled in favor of the customers request.
  
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
   Sincerely,
  ******
  In Shape ************************

  Customer Answer

  Date: 12/28/2022

   
  Better Business Bureau:

  Before closing this complaint, I want to see the amount of $26.59 credited to my credit card. Although in their response they said they've tried to contact me today, I have not received any calls on my landline which I have repeatedly asked them to us.  At the present time my mobile phone is out of order. 
  
  

  
  

• Initial Complaint

  Date:12/14/2022

  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 seem to be having the same problems as others have reported. I have been a member of the **** club and have been trying since August to cancel my membership. Not only had it not been cancelled, but they kept on debiting my checking account. There is no way to speak to anyone live. I have sent several "emails" via their online form and also now via direct email (had a hard time getting a direct email address), but have received no response - other than an automated reply saying that it will be reviewed in the order it was received . The account now shows "cancelled" but I want to: 1) Get a refund for the money taken after I cancelled; 2) Remove my payment account details from their system for added assurance (there is no way to do so online).

  Business Response

  Date: 12/15/2022

  In-Shape Health Clubs received the above-referenced customer review and appreciate the opportunity to respond. We have reviewed ********************************* membership and our records indicate he contacted us on 08/28/22 and 10/13/2022 inquiring about our senior discount promotion and adding his wife to his account. 
  We shared with him he would be required to cancel and rejoin.  On 11/01/2022, we received a request to cancel his membership as he states he had tried prior, however, we never received any previous request.  
  We have processed his cancelation within our 30-day cancelation policy guidelines with an effective date of 12/01/2022.  No further billing will occur.
  We sent an email to ***** on 12/14/2022 advising of the above. 
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
   Sincerely,
  Linnea 
  In Shape ************************

  Customer Answer

  Date: 12/16/2022

  I am rejecting this response because:

  The response is only partially correct but is incomplete and does not reflect the full history.

  I did contact InShape online in August as they indicate but NEVER received a response.  I went to the ********* and spoke with **** at the front desk who I asked to go ahead and cancel the membership.  After a month I would re-sign up at my senior rate.  Obviously that never happened and I continued to be billed when I shouldn't have.  Upon noticing the additional repeated charges, I did cancel online.  Please see the sequence of events I reported.

  InShape should honor the initial request for cancellation.  They never responded to my online messages.

  I continue to expect a reimbursement of fees charged after my original cancellation attempt (allowing for their 30-day policy).

  Thanks,

  *****

  Business Response

  Date: 12/16/2022

  In-Shape Health Clubs received the above-referenced customer review and we appreciate the opportunity to respond. We have further reviewed the membership and have submitted a refund for the amounts charged from 10/21/2022, which allows for the 30-day cancelation from 09/20/2022. 
  
  We have followed up with an email to the member advising ***** to allow **** business to complete the refund process.  
  
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
   Sincerely,
  ******
  In Shape Solutions Support Center

  Customer Answer

  Date: 12/16/2022

   
  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.  This acceptance assumes the refund will be issued as offered.  So far it has been added to my account with the club, but not certain how to actually get the refund paid out.

  Thanks for your help.  It is still frustrating that they don't respond directly to my communication attempts...this has happened only due to BBB's intervention.

  Best,

  *****

  
  

• Initial Complaint

  Date:11/29/2022

  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.

  During Coronavirus I put a hold on my account. I reopen the account and paid for 2 months. The 3rd month my bill increased I went to the branch on ********** and advise the individual of the problem she stated that payments had increased as a result I requested that she remove three of my children who have been on that account for over 30 years and leave me and my husband only I never received a bill for the next two months I went back in to In Shape city on ******* and requested to see a manager there advised him of the issue he stated that my account was closed I advised him that your clothes in the air when you were supposed to just remove three children they told me they cannot reopen my old account I have to have a new account and pay the larger amount for just me and my husband as a result I will be paying more for me and my husband than I did for *************************************************************************************************************************** their 40s

  Business Response

  Date: 12/05/2022

  In-Shape Health Clubs received the above-referenced customer review and appreciate the opportunity to respond. ****** contacted us August 17, 2022 regarding a statement she received with an outstanding balance.  She stated she cancelled the account in July in the office on March Lane when she made the payment.   InShape waived  August 2022 balance in the amount of $74.67and cancelled her membership, per her request. Member received an email confirmation advising her of the cancellation. Per our records member opened and read the email on multiple dates starting August 18, 2022 at 4:44pm   She contacted us in September 20, 2022 to reactivate her membership. Member was advised by our club and support center that she will have to rejoin, due to the previous agreement was cancelled. 
   
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs. 
   
  ******
  In Shape Support 

  Customer Answer

  Date: 12/14/2022

  I am rejecting this response because:

  I do not agree with the information In Shape said he has provided to you I went into the ***************** and I sent to remove my children that are over 40 years old after that time I did not receive a bill for the next month as a result I went into In Shape city on ******* and question the status of that account they indicated that my account was closed I advised them that the account was not requested to be closed but shell need to be removed the manager they are advised me he would look into the situation and give me a call back I never received a call from In Shape city
  After they close my account I received an email from In Shape city stating that the account had been closed however it did not allow me to reply I went back into the office again to request the status after 30 years as a customer of ********************** why would I close in account that I use for physical therapy for rehabilitation per my doctors at the age of 67 I do not use the computers PayPal Or any other computer technology I dont need it please give me help with this situation thank you

  
  

  Business Response

  Date: 12/16/2022

  In-Shape Health Clubs received the above-referenced customer review and we appreciate the opportunity to respond.  After further review and consideration, we have reactivated the membership for ****** and *********  We have sent an email to ****** advising they can now frequent the clubs as indicated on their membership.  Billing will resume on 01/01/2023.  
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,
  Linnea 
  In Shape Solutions Support Center 

  Customer Answer

  Date: 12/22/2022

   
  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.

  I accept the re-opening of my account 

  
  

• Initial Complaint

  Date:10/24/2022

  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 had a gym membership at their facility in ****** ********** because I used to travel there frequently. It was just easier to maintain a membership there even though I didnt live in ******* After the pandemic, they closed that facility. I wasnt going to the area anymore so I just thought that was the end of it. Months and months later I noticed that they were billing me $90 a month because they had transferred my membership to a facility miles away in the town of ********. they never contacted me about this and never got my permission to transfer my membership.

  Business Response

  Date: 11/11/2022

  To Whom It May Concern,

  In-Shape Solutions LLC received the above-referenced customer review and appreciates the opportunity to respond. 

  
  We reached out to ********************* via phone on 11/10/2022 to further discuss his membership and left a voicemail. We followed up with an email on 11/11/2022.  
  
  Our records indicate that the membership has been canceled in our system effective 10/31/2022. Confirmation was sent to the email address currently on file for his records which matches the same one he provided to us with his case. 
  
  In-Shape Solutions welcomes feedback from members and will provide resolutions customized for our individual member needs.

  
  Sincerely,

  ******
  In Shape Solutions 

• Initial Complaint

  Date:10/23/2022

  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 am a member of Inshape. They do not offer the opportunity for members to speak with live personnel, resulting in members being charge erroneously and/or without an explanation of the charges. I am repeatedly receiving messages that I owe $10.00 to the club however, Inshape deducts money out of my checking account each month for club fees. Inshape also just deducted $49.00 out of my account for annual fees??? I am not sure because I can't speak with a live person to review and discuss my membership account. I have REPEATEDLY sent emails requesting that a representative please call me to discuss the issue however, I do not receive a call, email or any response. On the Inshape contact email form, it is stated that a representative will contact the members however, this is a lie. I need to speak with a live person. Also, when I signed up for membership, I was told that my membership fee would not increase however, they have increased my membership fees.

  Business Response

  Date: 10/25/2022

  In-Shape Solutions received the above-referenced customer review and appreciate the opportunity to respond. We have received the previous correspondence from our member ***** and have responded via email on every occasion. We reached out to our member, ***** on 10/24/2022 via phone and have spoken with her regarding her membership and her billing concerns. The complaint has been resolved to our member's satisfaction.
  
  In-Shape Health Clubs welcomes feedback from members and will provide resolutions customized for our individual member needs.
  
  Sincerely,

  ******
  In Shape Solutions Support
  
  

  Customer Answer

  Date: 10/26/2022

  I am rejecting this response because: I do not agree with the Inshape representative stating that on every occasion, they have corresponded with me via email. I did not receive response from an Inshape representative until on 10/24/2022, which is after I filed a complaint with BBB. When the representative called me, she apologized for no one responding to the repeated emails that I sent to Inshape. This is a big problem for Inshape members. Inshape restructured the way that they communicate with their members, and the staff is taking advantage of not having to correspond with members personally regarding issues. Members are no longer able to call membership services and speak with a live person to discuss their membership matters, and the staff do not respond to emails made to the company and this is unacceptable. This also puts Inshape members that are elderly and disabled, as these members may not be able to maneuver around this chaotic process to reach Inshape personnel to resolve membership issues. This is not good business or customer service for patrons of ********************** Business. I do not appreciate the Inshape representative lying to BBB to make Inshape appear to provide adequate service to members.