In-Shape Health Club - All Locations

Review: My daughter wishes to cancel her gym membership and has spoken with numerous employees at the Vacaville location. For six months, they've all have told her that the manager is not available and that the cancellation should take effect by the next month. It never has and she has been charged several overdraft fees in the process. Sometimes she has been charged overdraft fees twice because she thought it was cancelled and did not expect the withdrawal. Yesterday there was another $167 automated withdrawal from her account for In Shape. She is on a limited income and this is an extreme financial hardship. After months of being lied to by the gym employees and charged the monthly fee plus, in some cases, overdraft fees, she will incur a $40 copay to attempt to get a note from her doctor. In Shape's online site has two notations that list the cancellation policy saying "To cancel this agreement, mail or deliver a signed & dated notice or send a telegram which states that you, the buyer, are cancelling this agreement, or words of similar effect." When you call the corporate number you're told that to cancel you must move 25 miles from an In Shape, join the military, have a doctor's note or transfer your membership to another person. NONE of this is online. To make matters worse, when my daughter signed the contract, it was entered as three years instead of the one year contract as had been discussed. When I asked why there isn't a way to pay an early cancellation fee, the In Shape employee said she didn't know and my daughter only had those four choices for cancellation. The gym employee changed the contract, multiple employees lied and said the cancellation process was in progress, the online information is incorrect, and their billing processes are criminal. I'm recommending my daughter consult with the local tv reporter who investigates these types of shady organizations and contact an attorney that will pursue a class action lawsuit based on the excessive membership fees collected.Desired Settlement: Her membership should be cancelled effective 1 November 2013. All membership fees and overdraft fees incurred should be reimbursed. If the employees had been honest, they would've told her the four unlisted options for cancellation, and she could've gone to get a medical note back in November and this would've been resolved before the build up of membership and overdraft fees.

Business

Response:

Attn: Dispute Resolution Department

RE: Complaint #[redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] who is the membership holder and signee on the account, regarding her concern and were able to amicably resolve her issue by adjusting the membership to accommodate [redacted].

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Review: When I signed my son up for the In-Shape gym membership I was told it was for a year. And, that I could cancel the membership at the gym. This last weekend I went to cancel his gym membership at the gym because he had left to college 2 months ago (so I was even paying for the last 2 months and no one was using it!). I was told I cannot do that and was handed a piece of paper with instructions on how to cancel. I called the number on the cancellation paper and was told that I was actually in a contract for 36 months!! I never agreed to a 36 month contract! I wouldn't have because we told the person at the gym signing us up that we had a lease on our house with a little over a year left. Why would I sign up for 3 years knowing that I may not even be living there in 3 years!?I tried to explain that to the person on the phone to no avail. I then asked to speak to a manager who stated that I signed the 3 year contract and the only way to cancel it is to provide "proof" that my son is in college in Arizona, and pay $50! I asked if I could just pay the $50 and get it canceled, but they refused to do so unless I faxed them a paper of proof that he is in Arizona.This is absolutely terrible and unethical business practice going on here. They are making it very difficult to cancel memberships to try and disThey do not let you cancel at the gym - even though they will gladly sign you up there. So they start by making it difficult there.They manipulate you into believing canceling your membership is a non-issue, especially after a year, but then tell you later they had you sign a 36 month contract.When you go to cancel they make you provide proof of where someone lives!? This is none of their business. If someone wants to cancel they should be able to cancel, especially if they pay a fee!! It's just another hoop for you to have to jump through and to try and discourage you from cancelling.Seems like the only way to get an issue resolved with In-Shape management is to file a complaint with the Revdex.comDesired Settlement: Let me cancel my membership without putting me through undue hardship. They took my money and signed me up easily enough, but fail to make it as easy to cancel membership.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have attempted to reach Mr. [redacted] three times to resolve his issue. We have not received a response from Mr. [redacted] regarding his account.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Member Loyalty

In-Shape Health Clubs, Inc.

209-922-1252

Review: When I signed up with Inshape for personal training, I specifically told them it would only be for water exercise. I explained to the person signing me up that I have had knee and hip surgery which limits me to exercising on the machines. I also have an ongoing health problem with my back. I also had asked if at any time I wish to cancel the aqua portion of personal training how it would work. I was told if I provide a doctors note stating I can no longer do that I would have no problem cancelling at no charge. Yesterday March 10, 2016 my doctor gave a note to them stating I can no longer do aqua exercise due to surgery in the ears and having tubes placed in them. I was then told by [redacted] that they can not cancel it because I would have to use the personal training on land (machines in which I clearly stated before signing up I can not do.) I then spoke with Erin the supervisor from In Shape corporate and she said the same thing. She also said she would try to talk to the [redacted] branch and see if they can make an exception and would give me an answer the next day which is today March 11,2016. I have not heard from her and I tried calling her to see what the status was. She didn't answer my call I left a message.Desired Settlement: I am expecting them to cancel my service of personal training with no charge. As of now they are trying to charge me $164.00

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken with Ms. [redacted], resolved her dispute and she advised us that she would pull back this complaint. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted]

Consumer

Response:

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

Review: I joined the In-Shape Health Club upon moving to Lodi in July of 2015. I used my "complimentary" personal training session, met with a trainer/manager, and was convinced to sign a personal training membership. I at first declined, because I am only available for sessions early in the morning. I was verbally assured the gym had a personal trainer available for me. On my third session, no personal trainer met me at my agreed time. I was then told the trainer quit. I was not informed. I called the manager subsequently. No return call was made. I called several more times, both local and corporate offices, and I was assured by the manager that they would provide a trainer at the agreed time. No contact was made with me for an extended time. I negotiated with the manager after a week of discussion over the phone, that my personal trainer contract would be cancelled without penalty fee, and I could use the remainder of the sessions I had paid for. After a month, I received another bill for training sessions. I am now being told by the corporate office that I owe $250 to cancel my agreement. The local site is not helping. The customer service at this location has been egregious. I ask the Revdex.com to help me. I was made verbal promises that have not been upheld, and I am being penalized for this company's deficiencies. In-Shape Lodi Personal Trainers are stealing my money. I hope the Revdex.com can arbitrate.Desired Settlement: I am asking that my In-Shape Personal Trainer contract be cancelled without penalty fee, as was promised verbally and my email. I am not asking for a refund of already-purchased sessions. I think this is a fair compromise. Thank you.

Business

Response:

Attn: Dispute Resolution Department RE: Case # [redacted]- [redacted]Complaint Detail:I joined the In-Shape Health Club upon moving to Lodi in

July of 2015. I used my "complimentary" personal training session,

met with a trainer/manager, and was convinced to sign a personal training

membership. I at first declined, because I am only available for sessions early

in the morning. I was verbally assured the gym had a personal trainer available

for me. On my third session, no personal trainer met me at my agreed time. I

was then told the trainer quit. I was not informed. I called the manager subsequently.

No return call was made. I called several more times, both local and corporate

offices, and I was assured by the manager that they would provide a trainer at

the agreed time. No contact was made with me for an extended time. I negotiated

with the manager after a week of discussion over the phone, that my personal

trainer contract would be cancelled without penalty fee, and I could use the

remainder of the sessions I had paid for. After a month, I received another

bill for training sessions. I am now being told by the corporate office that I

owe $250 to cancel my agreement. The local site is not helping. The customer

service at this location has been egregious. I ask the Revdex.com to help me. I was

made verbal promises that have not been upheld, and I am being penalized for

this company's deficiencies. In-Shape Lodi Personal Trainers are stealing my

money. I hope the Revdex.com can arbitrate.Resolution:In-Shape Health Clubs has

received the above referenced customer complaint and appreciates the

opportunity to respond. We have cancelled the agreement with no penalty

as Ms. [redacted] mentioned she would like in her desired settlement.In-Shape Health Clubs

welcomes feedback from members, and will provide resolutions customized for our

individual member needs.

Sincerely,[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me. Please provide me confirmation of my personal trainer contract cancellation without penalty. Thank you, and best,[redacted]

Review: I had two different contracts with In shape, one in membership and one in personal training. I called the main office of In Shape on September 18th, 2014 to have my membership put on hold because of financial reasons. However, I was not informed that I needed to call or be transferred to have the personal training part of my contract also put on hold. So on October 9th, 2014 a payment for my personal training was debited for the amount of $59. I received a phone call on October 6th, 2014 from [redacted] out of the In shape club on [redacted] stating that the personal training contract was void because not enough people signed up and that I would receive a reimbursement for any previous payments. I also received an agreement cancelation via email on October 8th, 2014 from In Shape, but the payment of $59 was still debited from my account on October 9th, 2014. A previous payment was taken out on September 9th for $59. I was informed, from [redacted], that this payment would be reimbursed but would take 2 to 3 weeks to process.Desired Settlement: I would like for the amount of $118 to be refunded based on the phone call I received from In Shape on October 6th, 2014 stating that the personal training classes were canceled and any previous payments would be reimbursed and also for In Shape not informing me that I needed to call a different department in order for my issues to be fully resolved.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by adjusting her billing cancelling her Personal Training agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Member Services

In-Shape Health Clubs, Inc.

Consumer

Response:

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

Review: I have been a member since 2008. I was paying $104 for the whole family which is not cheap comparing the other health clubs around us.

Last year In-Shape decided to open a new health club in our neighborhood.

They advertised it as a Diamond club with the requirement to be a Diamond

member. I asked the manager ([redacted])in the club near my work if my membership was good for the new club three times and all the time he had the same answer:"Your membership is platinum plus which is equivalent to

Diamond. No problem"

When the club in our neighborhood opened the same manager ([redacted])was relocated to that location but he had a different answer for me when I tried to use the new club. He said you have to become a Diamond member.

Since Diamond membership was "exclusive" and the club is one block away from my house I upgraded to a Diamond membership and I started to pay $126 per month. When I asked him why you told me I can use my current membership the manager said he was misinformed and was told something first and something else later.

On 12/31/2015 a surpise staff meeting by In-Shape management announced to the staff that the club was downgraded to a Platinum level and a new pricing structure is in place.

As of today no notification members were never notified of the change and no apology or compensation was issued to the members.

The management of In-Shape has demonstratated lack of professionalim and irresponsabilities toward members. It seems that they take their members for granted and change their mind anytime and expect members to follow.

I called In-shape on the club level and on the headquarters level and I did not find no apologies or compensation for forcing members to upgrade with no sense of commitments. Instead their answer is that I should be lucky because I have Diamond membership because it is more expensive now and that I can use the membership for Diamond clubs avavailable outside Bakersfield.

I say this club does not deserve loyal members and should be treated

likewise.Desired Settlement: The Club need to offer members who were forced to upgrade to Diamond to revert back to their rate before they became Diamond members.

In my case I should be billed only $104 since all I need now is the Platinum plus membership.

Other members are very upset and are thinking of lawsuit against the club.

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. Mr. [redacted]’s membership was a “Family Platinum Plus” legacy membership (this level no longer exists) with access to 53 clubs. In June 2015, Mr. [redacted] upgraded the membership to a “Family Diamond Market” membership providing access to 68 clubs. Mr. [redacted] has a fantastic rate at $126.99. New members joining for the same membership type will pay $194.99! While the club level was recently changed to a Platinum level under the new structure guidelines, Mr. [redacted] continues to have the same access and distinction to a Diamond membership with access to 68 clubs. Because Mr. [redacted] enjoys a low rate, if he were to reduce his membership to a Platinum level it would now be more expensive and include less club access. That is a benefit of a founding member. We have explained the differences to Mr. [redacted] regarding the "Legacy” membership versus the new “Platinum and “Diamond” memberships and we hope this will clarify our position. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Member Services Manager In-Shape Health Clubs [redacted]

Consumer

Response:

I am rejecting this response because:InShape keeps telling me that I got a "good Deal" on the diamond membership for $126.99 when the actual price is higher but choses to forget that I cannot use my Diamond membership in Bakersfield because there are no Diamond Clubs here. Therefore the Diamond membership in Bakersfield is a waste of money. The only reason I upgraded to a Diamond membership is to be able to use the club near my house. I was very happy with my Platinum Plus and if Inshape had told us that they will downgrade the club I would have not upgraded and I would still be paying $104 for the membership. It is my feeling and the feeling of many members in my area that the management of InShape had tricked the members into changing their old pricing in order to force them to join the new pricing. It was a trick and nothing else. Why would a club go from Diamond to Platinum in a few months? If it was a mistake then they should apologize and fix their mistake. If it was done on purpose then it would justify my reasoning above. The response to my complaint from InShape management shows how the InShape management treat their members with no consideration and they are driven by greed and have no appreciation to loyal members.

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. I have spoken to Mr. [redacted] regarding his concerns and we have resolved his complaint to his satisfaction.In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely,[redacted]Member Services ManagerIn-Shape Health Clubs[redacted]

Review: After many attempts to stop payments, in Shape continues to charge my account on a monthly basis for services I do not use. My contract expired years ago and I never agreed to resign, yet they have not stopped pulling money out of my account. I have contacted several managers, and even their main office and have yet to see any results.Desired Settlement: Stop charging monthly fees into my account.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have attempted to contact [redacted] by phone and email. We have not received a response. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Review: When I signed up for In-Shape, the employee who signed me up said that I would be able to cancel anytime after 30 days. When I tried to cancel my account in August I was told I would have to wait 3 years, but I would not have signed up for In-Shape if I had been made aware of it. I have not been to that gym since August and am still being charged every month since then and it is now December. I do not expect to get all the money back that I lost from those months, but I do need to cancel, and this is getting ridiculous, especially for a college student earning a dollar above minimum wage. I am tired of getting ripped off by this club, especially since I haven't been going there in months and am still being charged. This is outrageous.
Product_Or_Service: Told it was a monthly gym membership

Desired Settlement: DesiredSettlementID: Other (requires explanation)

DesiredSettlementID: Refund
I need to cancel my account, as I was told false info when signing up and scammed into still paying when I haven't been there in months.

Business

Response:

Initial Business Response

In-Shape Health Clubs has received the above referenced members complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve [redacted]'s issue by canceling her membership.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Review: The club has customer calling line and it has a very poor service. I took about 4 calls of 20 minutes waiting time to be reached for only one time. This is very upsetting and it should be addressed. Also In shape withdrawals from my banking account 4 times if I don't have funds. My employer had a paying system issue and did not send deposit for 2 months. This placed my account in a negative state and because of the fact that In shape charged me about 8 times every one of those months I lost 240.00 dollars in my bank account of insufficient funds charges plus the clubs 50 dollars for late fees. I pay for 2 years on time and this issue made me realize the terrible business practice the are performing. I lost almost 300 dollars in charges for a small issue. If it where a big one I would be proceeding with legal action. This is why I'm contacting the Best Business Bureau to solve this problem for future customers.Desired Settlement: I would like a refund of the money I've lost, 300 dollars.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have attempted to reach [redacted] by phone and email. We have not received a response forom the member.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Consumer

Response:

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

Review: I began Personal Training Program with In-Shape Health clubs in June 2014. I have a disability that needed some training assistance to help me walk. I tried to change the frequency of my plan back in early August of 2014. It has been almost 40 days and this matter hasn't resolved. My main issue is that I can never get a live person to answer their corporate phone number: ###-###-####. I also have tried to contact member services at their corporate number, but no one answers (I'm left on hold for over 10 mins at a time). I leave voicemails with the PT department and still do not get calls back. I'm now left to email, and hope that someone is checking that! The problem this has caused me is:1) They owe me a $200.00 refund on my credit card, but they haven't returned it. At the local gym, the personal trainer computer claims the money has been returned in full. This is a mistake.2) Because I have no funds visible at the local gym, I cannot attend my personal training appointments.3) I tried to cancel my PT plan, but I was forwarded to another voicemail where no one returned my call.Desired Settlement: All I really want is for them to answer there phones. Especially since they don't allow any business matters to be resolved at the local gym level.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by cancelling her personal training agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Member Services

In-Shape Health Clubs, Inc.

###-###-####

Review: I am sending this complaint as a result of a billing issue which occurred with my daughter. I was asked by my daughter to get involved because there was no action being taken when her request to cancel her membership was submitted. My daughters name is [redacted] and her membership was at the In Shape Health Club located on [redacted]. She went in person to request that her membership be cancelled because she discovered that they were billing her for not just her membership, but for another persons membership without her authorization. This person is her friend who was also attempting to open a membership but could not because she did not have a bank account. The sales rep, [redacted], informed [redacted] that she could come back another time and open her membership once she was able to obtain a bank account. [redacted] then added the fees to my daughters bank account without her authorization. Now on two occasions In Shape has drafted [redacted]s bank account with fees for her membership as well as [redacted]'s to spite that she asked for her membership to be cancelled. [redacted] went to In Shape in person and met with [redacted] on the last week in June and he confirmed that her membership would be cancelled. Weeks later, she came to me upset because they had drafted her account yet again. I began calling and dealing with a manager named [redacted] who on 3 different occasions assured me that the matter would be taken care of. As of yesterday 09/03/14 another two payments were drafted out of [redacted]s account. I drove over there and spoke to another manager named Jennifer who said she would look into the matter. I explained to her that I have zero faith in the company and still am not sure what is going to happen. I also explained to her that I phoned the corporate office myself at least 5 times and was put on hold for over 30 minutes and never spoke to anyone. I have found out since that this is normal practice for In Shape and I am in search of an attorney.Desired Settlement: I would like for In Shape to refund my daughter all of the funds they have taken from her since she cancelled her account. I will consult an attorney as I have now heard via social media, that they have made this a normal business practice which I know is against the law.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by adjusting the billing and cancelling her daughters agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Review: In Shape Health Clubs recently assumed personal training services from Custom Built Personal Training Services. In Shape has taken over contracts from Custom Built and is charging individuals for continued personal training. I have issue with this because (1) My contract was with Custom Built. (2) The contract period identified was fulfilled prior to In Shape taking over the remainder of the active contracts. (3) There is no contract language that allows for transfer of services to another vendor. Money was deducted from my checking account using my financial information from my gym membership, and when trying to obtain assistance to resolve the matter, was referred several times to individuals who could not assist me, and all I encountered were rude. When finally reaching someone, they refused any type of refund nor are they now honoring training sessions for which I paid $600 (past training sessions and current $200 charged.)Desired Settlement: I want the money that I paid for services that have not been used and are not being honored returned to me in full. This amount would be $600.

Business

Response:

January 27th,

2014

Revdex.com

3075 Beacon Blvd

West Sacramento, CA 95691

Attn: Dispute Resolution Department

RE: Case # [redacted] – [redacted]

In-Shape

Health Clubs has received the above referenced customer complaint and

appreciates the opportunity to respond.

We have

spoken to Ms. [redacted] regarding her personal training agreement. ISHC will honor

her cancellation request.

In-Shape

Health Clubs welcomes feedback from members, and will provide resolutions

customized for our individual member needs.

Should you have any questions,

please contact me.

Sincerely,

Manager – Member Loyalty Team

In-Shape Health Clubs, Inc.

###-###-####

Business

Response:

February 11th, 2014

Revdex.com

3075 Beacon Blvd

West Sacramento, CA 95691

Attn: Dispute Resolution Department

RE: Case #[redacted] – [redacted]

In-Shape

Health Clubs purchased her contract from Custom Built Personal Training and we

legally own her contract and the ability to enforce.

In speaking

with Ms. [redacted], the $200.00 that she is referring to as an unauthorized charge,

she disputed with her bank and we never received the monies from the bank for

this. We have cancelled the auto-renew on the agreement and her sessions are

available for her to use until completed.

Sincerely,

Manager – Member Loyalty Team

In-Shape Health Clubs, Inc.

###-###-####

Consumer

Response:

Review: [redacted]

I am rejecting this response because:

Per Ms. [redacted] - In-Shape Health Clubs purchased her contract from Custom Built Personal Training and we legally own her contract and the ability to enforce.

Response: I have repeatedly asked In Shape to provide me an explanation as to how they purchased said contract and show me where in the contract it states that they legally have the right to purchase said contract and deduct money from my account. It is a reasonable request and they have refused to do so, lending credence to my claim that the reason for their refusal is because they cannot provide such explanation.

Per Ms. [redacted] - In speaking with Ms. [redacted], the $200.00 that she is referring to as an unauthorized charge, she disputed with her bank and we never received the monies from the bank for this. We have cancelled the auto-renew on the agreement and her sessions are available for her to use until completed.

Response - the money was deducted from my bank account and my bank records reflect this. Further, if the money was "never received" as Ms. [redacted] claims, they would not have not added more training sessions to my contract.

My contract was cancelled because I gave notice that I didn't want to continue. This was cancelled prior to In Shape assuming contracts from Custom Built. I also cancelled with In Shape to avoid incurring any future deductions. My remaining sessions are because I had paid for them under my contract with Custom Built, so of course they are available for my use. Ms. [redacted]'s claim is false and intentionally misleading.

If In Shape were concerned at all with customer service, I would think this would be a simple request. However, they do not appear to have customer service as their primary motivation, but instead focus on deducting money without having to give explanation as to how they feel they are authorized to do so.

It is very clear to me that In Shape has no intention of satisfying my request in any way by providing me with satisfactory explanation as to how they had the legal right to purchase my contract or to simply refund the money they deducted and subtract the sessions from my remaining number of sessions for personal training.

Sincerely,

Review: They require a three year contract to use the services. They have posted online that there is one way to cancel the membership, to send a letter certified stating the reason for cancellation. They refused to honor the cancellation policy. They also lied to me when we signed up about being notified before charging my account with club upgrade fees.Desired Settlement: I would like for my sixteen year old daughters membership to be cancelled and her account to stop being charged for membership fees.

Business

Response:

RE: Case # [redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by removing by changing her membership type.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Digital Media Specialist

In-Shape Health Clubs, Inc.

Review: I noticed in my bank account I'm still getting charged for a membership I cancelled back in January. The last time I was in was Jan 5th and cancelled my membership after since I was moving out of the area (almost 2hrs away).Desired Settlement: I would like to be refunded Feb-Dec (11months x$25) for which the membership should have already been cancelled.

Business

Response:

Resolution: In-Shape Health Clubs has

received the above referenced customer complaint and appreciates the

opportunity to respond. I have called the member and left a voice mail

message. In-Shape will continue to try

and reach Ms. [redacted] and resolve her issues.In-Shape Health Clubs

welcomes feedback from members, and will provide resolutions customized for our

individual member needs.

Sincerely,[redacted]Social

Media ManagerIn-Shape

Health Clubs[redacted]

Consumer

Response:

I opened a case last year but failed to update Revdex.com. I received a call from the company in which I returned and left several messages with no response and no resolution. I went the club jan 2015 and canceled my membership but they continued to charge me for the entire year and Is doing so monthly since 2016 started. I no longer live in the area as of jan 2015. I want a refund for all charges starting feb 2015 - present for months I was to be canceled. Total $350 which would make a difference to a single mom of 3.

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. I have spoken with Ms. [redacted] and were able to resolve her complaint. We cancelled her membership and have resolved her billing. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Member Services Manager In-Shape Health Clubs [redacted]

Review: I have been a member of InShape in Bakersfield for 2 years and currently have a Platinum membership which allows me to go to the various InShape clubs in town. I recently purchased a condo conveniently located .3 miles away from the InShape Laurelglen location. I went there for the first time last Sunday and was told I was not able to use the location because I was not a Diamond member. They went ahead and let me work out and check the place out since I was there but I was told I had to go to the White Ln club to move my membership to Laurelglen. I contacted the InShape on White Ln, where I signed up, and was told that it would be an extra $10 a month to be able to go to the Laurelglen location. I was floored? For me its the location and convenience of being able to walk and save money on driving across town to work out. I understand the major item is the Tennis club which is nice for people who play tennis but I don't. I use cardio machines and free weights. That's it. The workout room at the Laurelglen location is literally 20X smaller than the White Lane location but it would be $10 extra a month to go there? It is so tiny and compact you couldn't fit one more weight machine, treadmill or anything in it. I couldn't even find a space to do jumping jacks? I am not going to pay $10 extra a month for that. Originally all I wanted to do was change my location and have it so the Laurelglen club would be the only club I would use and I'd continue paying my $34 a month but no one would work with me. The original reason I signed up for InShape on White Ln was the convenience of riding my bike to the gym. At this point I would love nothing more than to cancel my membership but they make it absolutely impossible to cancel. I don't respect how they are unwilling to work with members on a simple request and would rather inconvenience members by making them pay more for convenience and a lesser quality gym. I am seriously disappointed and would not recommend using InShape as your gym.Desired Settlement: I would like to be able to use the InShape Laurelglen location as my only club I can attend and to continue to pay my $34 a month fee for the duration of my contract.Otherwise I would like to terminate my contract and membership with no extra fees as I can not afford to drive across town to use any other of their locations.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by cancelling her agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Consumer

Response:

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

Review: I signed up with In shape at the Merced club on Dec 30th with a free voucher and signed a paper saying that In shape would not take any money out of my account till Jan 23rd. (I have the paper for proof) I check my bank account on the 13th and my bank account is -97.41. I freaked out and called in-shape about it and he apologized but said there was nothing they could do about it. They processed the 34.99 payment 4 times plus 3 30.00 fees and 5$ a day. They had no authorization to do this and completely screwed over my bank acct. I cant afford to pay this. I call the In shape corporate office and she said they are not responsible for fees and she told me that I shouldn't have signed up on a holiday because hold request dont go through! are you serious? Then dont be open on a holiday!! Pretty sure this is illegal and im going to try to do something about this. It is wrong and they dont even fix there problems. They just try to turn it around on there customer.Desired Settlement: I just want my bank account back to normal because of these unauthorized charges! As of today it is now -99.61.

Business

Response:

RE: Case #[redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by correcting the billing on her membership.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Andrew Figueroa

Digital Media Specialist

In-Shape Health Clubs, Inc.

209-922-1252

Consumer

Response:

Review: [redacted]

I am rejecting this response because: No money has been put back into my acct like I was told, Now my acct is -104.61. Actually nothing has been done what so ever.

Sincerely,

Review: I joined In Shape Health club earlier in 2014. They began taking the monthly dues out of my bank account per agreement. In June, 2014 I signed up for personal training sessions and signed an agreement. I gave all my information, including credit card account. In a week or two, I was dropped from the system and was unable to make personal training appointments. there was no explanation. I approached management but received no answer. I waited. 3 months later, in September of 2014, I approached management again. That is when I found out that my account is being processed for collections. The manager told me that the system accidentally dropped my account. I received no notification that I was being sent to collections. I called the headquarters to ask what was going on. They said that all they knew was that I owed them money and the only way they would take me out of collections is if I paid $760. So I did as I did not want to have to deal with a collection situation. Now I have a charge on my account for $760 and received no services for that money. I feel it is unfair.Desired Settlement: I would like a refund for services I never received due to the fault of the company.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by adjusting her billing and cancelling the Personal Training agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Sincerely,

Member Services

In-Shape Health Clubs, Inc.

Consumer

Response:

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

Review: I joined In-Shape at their Antioch location early 2014. My account number is [redacted]. I asked the salesperson at the time what their cancellation policy was, and was told all I had to do was write a letter to the main office, and I would have to pay a penalty. Since joining, I have not gone to use he facility even one single time. Therefore in May (approx.) I looked up how to cancel my membership in their their rules and regulations, and it said I had to send a letter to the home office in Stockton. There was no information about having to show proof of a health condition or service in military or relocation in order to be able to cancel. So I sent the letter, again, being aware I would have to pay a penalty. I got a letter back from them dated June 17, 2014 stating that they would not cancel my membership due to lack of documentation, but did not state what the documentation was. I called their Stockton office and asked what they meant by documentation, and they said I had to show proof that I had a health condition preventing me from working out, or service in the military taking me out of the country, or relocation to another area for them to cancel my membership. I said this is the first time I have been made aware of these requirements, and asked how can they essentially FORCE me to keep the membership and continue to charge my bank account every month when I have not even gone one time to their gym? They said it is in the contract, so they would not cancel my membership. I find this ridiculous and essentially robbery and I want my membership cancelled immediately. I am aware there would be a $250 penalty, which is still bad and unfriendly business, but to refuse to cancel my membership entirely when I have never even been to their gym one time after joining is ludicrous. I have paid this awful company over $300 in membership dues already and have not used their services. I want my membership cancelled immediately and I don't want to give them one more dime of my money.Desired Settlement: I want my membership canceled immediately and I don't want to pay them any more money at all. They already have over $300 and I haven't even used the gym one time. I don't even want to pay the "penalty" for cancellation because they think they can just rob people and FORCE people to pay for something they are not using. In addition, I had not been working from Feb to just recently so money is very tight, and they still want to take money from a person who is not working and not using their gym.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding her concern and were able to amicably resolve her issue by cancelling her agreement.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Consumer

Response:

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

Review: I signed up for In-Shape membership at [redacted] in 2002, I spoke to the corporate office in 2003 and faxed a handwritten cancellation in because I was told it had to be in writing. The gentleman got my cancellation fax, and I assumed it was taken care of at that time, which is my fault, he said he received my fax right!? It was coming out of my account automatically, which stopped immediately, evidence that the membership was cancelled. In June of 2004 I received a collection letter from the in house collection department. The bill was for $635.xx, which was allegedly through May of 2004. I explained that I had cancelled at the contract end date which was for October of 2003. They stated they had not received my cancellation letter and would need payment immediately to stop any further action. I disputed this with several people at the corporate office, all of whom seemed to continue being terminated or quit, but were never there to see it to the finish for me, and that became very frustrating. Finally I seemed to hit a breaking point where they said that the account had been closed. I stopped receiving collection calls from them, no letters, and once again...it was over. In 2009 I received a call from [redacted] of Stockton, stating they had been referred the account, and had acquired a judgement in March of 2005 for the debt from In-Shape! Keep in mind that my phone number hasn't changed to this day for around 16yrs, and at that time, I STILL lived at the same address!?! I had a very heated discussion with the lady on the phone, as well as her supervisor. I then called In-Shape corporate, who after reviewing the details apologized for the whole incident, and stated that she was going to start a process to vacate the judgment, and get this taken care of for me. I'm out of characters... In June of 2014 I finally got a copy of the judgement and they will garnish wages. This is ridiculous, please respond like you should have all this time and help me resolve this!Desired Settlement: These settlement terms are simple:1. Contact me with an actual person by phone with a true capability of helping settle this scenario, its gone on long enough.2. Vacate or pay the judgment yourselves, however you need to resolve that ASAP.3. I will pay 2 months of my membership cost in exchange for helping me. I believe my bill was around $85/mo. So $255 I will settle and will stop pursuing action against In-Shape and/or affiliates.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We are working with Mr. [redacted] regarding his concern.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Consumer

Response:

I am rejecting this response because: The statement from the business is incorrect. I received a very professional phone call from [redacted] who was interested in finding a resolution to my complaint. It is my understanding he needed a final approval from the management team. I have since not received another call from [redacted] despite several voicemails and phone calls asking for a status update. This past Saturday 6/21/14 I received a letter from In-Shape. I have attached it for your viewing enjoyment. The letter simply states that they have reviewed their records and have not found a record of my cancellation. This is very disappointing to me on several levels. 1. That is my original and reason for the complaint. 2. There was no offer of a resolution, not only that, there was a complete disconnect of communication from the business. I am asking for a resolution. I have tried many times throughout the last decade, I haven't found any evidence of my being liable for the debt, and have not received such from In-Shape as well. I continue getting blown off until I simply want this resolved immediately.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to [redacted] regarding his response and were able to amicably resolve the issue to [redacted]’s satisfaction.

In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs.

Consumer

Response:

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

Review: This letter is to complain about recent personal training and customer service at the corporate office and Napa, CA gym. Please see below the details of my experience.

I became a member of the Napa gym on May 17 2016. The following week I had my free Fit Start training session with a staff member. After the training session I signed a contract for 3 personal training sessions per month. I was told before I signed by the staff member that I would be allowed to cancel the contract before 3 training sessions were completed.

My first training session was scheduled for 5:00 am on Monday June 6th. The trainer did not show up. I did not receive any phone call or messages from the trainer. A staff member at the gym tried to reach the trainer to no avail.

I then communicated with the staff member who signed me up for the sessions. I agreed with the staff member to give the trainer another opportunity and that if it happened again I could walk away from the contract. We scheduled the next session to be on Monday June 20th at 5:00 am.

On Monday June 20th I arrived at the gym before 5:00 am for my session which was scheduled for 5:00 am. Again the trainer never arrived. Again there was no phone call or message.

I then contacted the original staff member I signed up with and informed them of the no-show and that as discussed previously I would like to cancel the contract and receive a refund for the payment already taken out since I had not received any training sessions. This message was sent on June 20th. On June 22nd I sent another message asking about the status since I had not heard back any confirmation.

On June 22nd the staff member replied that they would forward the information to their manager.

On Wednesday July 6th I had not heard back from anyone so I again sent a message to the staff member asking for an update. They replied that they would forward the message again to their manager. This is when I began to call the corporate office. In addition this is when another payment was wrongfully taken out of my personal account for the month of July sessions.

I first contacted the corporate office phone line on Wednesday July 6th. And left a message since there were no representatives available to take my call during normal business hours. The next week was spent calling the corporate office 3 times. Each time something new was told to me. I was told that the regional manager must approve my request on Thursday July 7th and that an email was forwarded to them. I was also contacted by the fitness manager at the gym who tried to have me sign up with another trainer. I had already discussed that I was not interested in another trainer and that I had already given the personal training department a second chance.

On Wednesday July 13th I again contacted the corporate office and was told that a manager had tried to reach out to me to discuss my request. This never happened. I never received a phone call from a manger to discuss my cancellation or refund request. I was told my request would again be forwarded to the regional manager for approval. I was told I could not cancel my contract until I paid a fee, which I dispute. This was the first time I was told about a cancellation fee. I also asked for a phone number to the regional manager which I was not given since the representative said they did not have a phone number.

I again contacted the corporate office on Monday July 18th for a status update and no changes had been made.

On Wednesday July 20th I was contacted by the corporate office saying that my request for waive of cancellation fee and refund had been denied by the regional manager. I was never given the opportunity to discuss my issue with the manager. I again requested to be contacted by the manager.

To summarize, this letter is a formal complaint about the customer service of In-Shape and also serves as a written request for a cancellation of personal training sessions as well as the waiver of any cancellation fees associated with this. In addition I am requesting the refund of two months payment of personal training sessions that has already been drawn from my account since I have not received any training sessions. This totals $195 for the two months.Desired Settlement: Request for a cancellation of personal training sessions as well as the waiver of any cancellation fees associated with this. In addition I am requesting the refund of two months payment of personal training sessions that has already been drawn from my account since I have not received any training sessions. This totals $195 for the two months. And to be contacted by the regional manager

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. I have spoken to Mr. Jansen and have resolved his complaint and cancelled his personal training. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Member Services Manager In-Shape Health Clubs