In-Shape Health Club - All Locations

Review: My mother, [redacted] did not signed the contract not did she understand the terms of the contract.

COMPLAINT: On October 7, 2013, I went to your Suisun City, CA location to cancel my mother's membership, [redacted] The service and the way I was treated by the sales representation was the worst of the worst. He was immediately on the defense because I requested to cancel my mother's membership due to her poor health and she is under doctor's care. Your facility is not equipped for her to attend due to her health. He stated they do not ask about people's health. I immediately stated exactly but how could you NOT notice she needs a cane to walk. He took a phone call and did not even say excuse me for a moment.... NOTHING. I requested the address to the facility so I can put the request in writing and at that time, he told the young lady to give me the customer service number and said that I would need to send a notice from her doctor to cancel the membership. I told him, wrong that will not happen because it was a lack of care and best interest of the potential member versus in the best interest of you as the sales rep to enroll a new member regardless. Once again, I asked for the address of the facility, so the young lady wrote it on a "We Welcome Your Feedback" card.

This is a request to cancel my mother's membership. When she attended in March 2013, she was (and still is) under doctor's care. She walks with a cane and has dementia. There is no way the salesperson, [redacted] and [redacted] did not notice this when she visited the facility and supposedly signed a membership contract. I think this is the worst of taking advantage of a senior citizen with serious health issues. Plus the signature on the membership application is not my mother's.Desired Settlement: I am requesting In-Shape issue [redacted] a refund for the fees charged to her debit card from March 11, 2013 to October 5, 2013

Business

Response:

Initial Business Response

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

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

Sincerely,

Member Loyalty

Final Consumer Response

(The consumer indicated he/she ACCEPTED the response from the business.)

I accept the In-Shape proposed resolution only if the fees are returned to Ms. [redacted] It does not state in the letter to Revdex.com that a refund will be given. I received a phone call and an email that a refund will be given by last week but none received at this time.

My mother, [redacted] did tell me that she received a call stating the refund will be processed this week for over $300.00.

Final Business Response

Attn: Dispute Resolution Department

RE: Case # [redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. I spoke to Ms. [redacted] regarding the dispute and were able to amicably resolve by honoring their cancellation request.

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

Sincerely,

Manager

Member Loyalty Dept.

In-Shape Health Clubs, Inc.

XXX-XXX-XXXX

Review: Approximately June 2015 I went to my home Gym [redacted] and cancelled one of my families memberships. Once of the managers handled it and said it was taken care of. The charge never came off and continues to be charged to my bank account. Approx 6 weeks ago, my other family member called in to cancel his account and the payment continues to be debited from my bank account as well. The desk person working today 8/29/15 said there are no cancellation fees for cancelling a membership....so why the hold up in shape?Desired Settlement: I would like the billing of the two cancelled accounts to stop immediately, including the payment that is due to come out of my account in a few days. I should be billed only $10/mo for one membership as the other two were cancelled. I would like to be credited on the account for the overcharges.

Business

Response:

Approximately June 2015 I went to my home Gym [redacted] and cancelled one of my families memberships. Once of the managers handled it and said it was taken care of. The charge never came off and continues to be charged to my bank account. Approx 6 weeks ago, my other family member called in to cancel his account and the payment continues to be debited from my bank account as well. The desk person working today 8/29/15 said there are no cancellation fees for cancelling a membership....so why the hold up in shape? Resolution: 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 have left voice messages and will continue to reach out to her to come up with a resolution. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Social Media Associate In-Shape Health Clubs, Inc. [redacted]

Review: At the end of March 2014, My cousin and I decided to visit InShape Clubs in Emeryville, CA to tour the gym. Upon my initial visit, they informed me that I could use the gym for a 7-day trial. So I did. At the end of the trial I was offered a contract and deal stating my cousin and I could join for a special rate (I do not remember the exact amounts, but around $20/month) We agreed and signed up under those initial terms.A week later a different member rep. calls me stating that the deal we were offered was not valid and that the guy who offered that deal was no longer with the company, hence we could not have that deal. What he offered was a much higher $59.99/month rate. I explained I was no longer interested in a membership at their gym. At this point, the member representative tried to pry my bank account information from me stating that they had lost it in the initial contract I had agreed to. I explained to him that I would not provide it because I no longer had a business relationship with the gym since we had not agreed on initial terms.The gym proceeded to "find" my bank account information and has been charging my account since without my consent to the revised contract terms. I neither verbally, nor in writing agreed to these revised terms. I actually denied them outright and made it clear I was not interested anymore. I actually joined a different gym immediately.I have called the general manager ([redacted]) on several occasions - he has assured me he would handle this matter but never does. I have called their corporate offices to no avail. I finally was forced to place a stop payment through my bank in order to stop the bank drafts. My bank is in the process of remitting chargebacks for the approximately $160.00 they managed to take from my account without my consent, but InShape is now starting to send me delinquency notices and I am afraid my credit may be adversely affected. I have also attached the email they sent my cousin re. the membership being canceled.Desired Settlement: I am requesting any monetary damages be refunded that will not be covered through my bank's process, as well as InShape's recognition that I am not a member with their facility so they stop sending me billing notices and assuming I have a monetary obligation.

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 agreement.

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

Review: This involves advertising iss and service issue (sort of). My daughter [redacted] and I joined the In Shape Health Club McHenry North when they advertised for membership at $10 a month for the first 3 months. I was told by the sales lady that before the end of those three months, to call in and change our membership to the actual $10 a month service. When I called in to make this change, they stated they no longer have a $10 a month service. This is clearly a bait and switch issue. I am expecting to pay only $10 a month. Now that's changed. I know longer wish to be a member of this club. They now state that [redacted] and I both have to each pay a fee to cancel. I'm discontinuing because we were lied too. Why should I pay a penalty for something that was falsely advertised? Please advise on what I can do, if anything, or if you are able to investigate.By the way. I've only attended the gym ONCE since I've joined 3 months ago. I want to discontinue paying for a service my daughter and I are not using.Desired Settlement: I do not want my daughter and I to be penalized for falling for a pack of lies when we signed up for this gym. We were lied to and/or maliciously misinformed. We don't want compensation. We want to stop being charged for the monthly fee and have the cancellation fee waived for both of us.

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have made several attempts to reach [redacted] by phone and email but we have not received a response.

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 message did not state a resolution so I am rejecting their response. I've called today and left a message for [redacted] , at In Shape, to call me back.

I have not had my cell phone for a week and a half and that is why [redacted] did not receive a call from me earlier. In Shape DOES have my work number and never attempted to call me a work, which I gave them permission to do when I gave my work number at Sign Up.

I will keep attempting to reach [redacted].

Thank you,

Business

Response:

Hi Ashley,

I spoke with this member. This has been resolved. Thanks.

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 twice sent the email below to both In-Shape, and the email address that is listed for the personal trainers that work there. There has been zero response. At the end of October, I had my free session with the personal trainers and I decided to sign up. The first payment was deducted from my bank around the first of November and shortly thereafter, I received a text message from [redacted] stating that he would be my trainer and he was excited to begin. We scheduled our first meeting for the following Monday. I woke up Monday morning with bronchitis and right after leaving my doctor, around 9 AM, I text [redacted] to let him know that I would need to reschedule my appointment that was set for 7PM that evening. [redacted] told me that I would be charged for a session since I had provided him less than 24 hours notice. I agreed and we rescheduled for the following week at 6 PM, but [redacted] said I would need to meet him at the gym on Countryside instead of the one on Geer which is where I usually go and is much closer to my home. At 5:55, I sent him a text that I was right down the street and would be right there. A few moments later (as I was pulling into the parking lot), he text me back that he was very sorry, his car had broken down and he would not be able to keep the appointment. We scheduled twice more after this, both times he canceled the day before the scheduled time. Then, we scheduled for the Monday of the week of Thanksgiving. I showed up and checked in just before my scheduled time of 6 PM. The lady at the counter went to let [redacted] know that I was there. She came back and said that [redacted] did not have a scheduled appointment. I showed her my text message from [redacted] confirming the appointment time. She went back to discuss this with him and returned and asked me to wait for an hour. At that time, I informed her that this was the 4th time he had canceled, two times were at the time of the appointment and with the appointment being across town and not near my home and that I find this to be very unacceptable. I then requested to speak to [redacted]'s manager. She was very apologetic and told me that [redacted], the General Manager would look into this issue and contact me. Later that evening, I did receive a text message from [redacted], but it didn't say that he was sorry for my inconvenience, only that he was "sorry that he was overwhelmed." He never contacted me again, nor tried to reschedule. My payment has continued to be withdrawn in December and January, however, no manager has ever contacted me, nobody has tried to reschedule, and I have never had one single session of personal training. At this time, I am asking for my contract for personal training to be canceled and the three payments that were withdrawn to be refunded. I find your staff to be highly unprofessional and inconsiderate, at best. I thank you in advance for your immediate attention to this matter.Desired Settlement: I have not received 1 session of which they contracted with me to provide. I am revoking my authorization for them to debit my bank account, and I am requesting my contract to be cancelled, and the money they have collected to be refunded.

Business

Response:

February 26th,

2014

Revdex.com

3075 Beacon Blvd

West Sacramento, CA 95691

Attn: Dispute Resolution Department

RE: Case # [redacted] – [redacted]

In-Shape Personal

Training has received the above referenced customer complaint and appreciates

the opportunity to respond. We have contacted and resolved Ms. [redacted]’s personal training cancellation request.

ISPT welcomes

feedback from members, and will provide resolutions customized for our

individual member needs.

Sincerely,

Manager

ISPT & Member Loyalty Team

In-Shape Health Clubs

In-Shape Personal Training LLC

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

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Sincerely,

Review: I was a member of In Shape and used their personal training services. When I signed up for my contract I specifically mentioned I could move before the contract was over and asked if there was a possibility of cancelling it. They told me that would not be a problem. I did move to Fresno and had no problem cancelling my gym membership and my personal training sessions. I was told that I would be charged for the month of June and then no more. This July 8, 2014, I was charged 360 dollars for their personal training services. I called the gym multiple times and left MANY messages, all to no avail. I was only able to talk to a manager a week ago and he told me that the matter would be resolved quickly. Since then I have not been able to talk to anyone else in management, no one has returned my calls and my money has not been returned. Today, I left another message with their front desk, who told me they would leave it with management and that there was no time frame for when I would receive my money back since such matters were dealt exclusively with corporate. Can you imagine if I did that to them when paying for their services??? Today, I disputed these charges with my bank. This whole situation is very frustrating and shows clear disregard for their customers.Desired Settlement: I would like them to stop charging me and refund my money.

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 concern and were able to amicably resolve his issue by cancelling his 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: In July of 2015 In shape sports club sent a police officer to my house accusing me and my 14yr daughter of stealing a child's bicycle from there facility, in shapes management said they had me and daughter on video stealing a bike; but never showed me. the video of me stealing the bike just the accusations.

what is more disturbing is that the head of human resources is trying not sweep this under the rug by ignoring and hoping I would just stop emailing her and calling n her but I will not be quiet nor stop asking for this matter to be resolved.

I contacted the head of human resources out of [redacted] CA and she said she would freeze my account until this matter was tooken care of, unfortunately she will not return my phone calls after promising to freeze my account until the matter was properly handled. I have been trying to get this matter dealt with and this club is happy with ignoring me I do believe this is a racist accusation andDesired Settlement: I would like my account frozen and the money given back to me since the accusations, I have not gone back since be called a thieves and want to make sure that these racist and inconsiderate employees be properly dealt with.

Business

Response:

Attn: Dispute Resolution Department RE: Case #[redacted] Complaint Detail: In July of 2015 In shape sports club sent a police officer to my house accusing me and my 14yr daughter of stealing a child's bicycle from there facility, in shapes management said they had me and daughter on video stealing a bike; but never showed me. the video of me stealing the bike just the accusations. what is more disturbing is that the head of human resources is trying not sweep this under the rug by ignoring and hoping I would just stop emailing her and calling n her but I will not be quiet nor stop asking for this matter to be resolved. I contacted the head of human resources out of [redacted] CA and she said she would freeze my account until this matter was tooken care of, unfortunately she will not return my phone calls after promising to freeze my account until the matter was properly handled. I have been trying to get this matter dealt with and this club is happy with ignoring me I do believe this is a racist accusation Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to Mr. [redacted] regarding his complaint and the issue at the club. We have resolved the billing issue he was experiencing and Mr. [redacted] is have with our resolution. 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 have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Yes the matter has been resolved to the best it could be at the time. I spoke with in shape and they wouldn't give me a written apology because they felt there management did nothing wrong, but we were able to figure out a way we're we both would be happy so the matter has been tooken care of.

Review: Company failed to notify me when my Credit Union did not let an automatic charge go through and did not let me know until 3 months had accumulated. In addition to charging the fee amount, which I have no issue IF I owe it, but they also charged me a late fee, which I would like to see cancelled from my Credit bill. I should have been notified when this event happened, because all other payments went through, but I was not notified at the time of occurrence. Instead, they waited 3 months! I am on a fixed income and told them I am unable to pay 3 months all at once and that I could pay the extra amount 1 month at a time. They proceeded to charge me for 2 months INSTEAD of 1 month!

I have tried to resolve this with them, but am not given a manager, who can approve this for me. I have called a number of times and they keep giving me misinformation, plus I have sent them a long e-mail explaining the whole scenario, which will not fit in this space. I will gladly mail a copy of this later, if you deem it necessary.Desired Settlement: I want them to take ALL late charges off AND if I decide to cancel my membership because of their ineptitude, I want them to waive the exit fee, since I already paid an entrance fee. I, also, do not want this to reflect badly on my Credit Report, which is excellent.

Business

Response:

Resolution: In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have reviewed [redacted]’s personal training account and as of 11/06/15 all late fees have been waived as a courtesy to the member and her personal training account has been cancelled. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Social Media Associate Level II In-Shape Health Clubs, Inc. [redacted]

Consumer

Response:

I am rejecting this response because: I appreciate the waiver of the late fees, which I feel should be done, but I don't understand why they cancelled my personal training? Since, because of a family emergency, I was unable to attend my personal training sessions for 6 months I feel I still feel I am owed these sessions, afterall, they were still taking out payments during theses 6 months. I never received an explanation as to what the 3 month pass due payments were for, but I'm assuming they were for the 3 frozen months. I would like an explanation of these 3 month overdue payments. I was unable to attend the personal training sessions from November 17 until August 21. I started continuing my training on August 21, according to my personal trainer, [redacted]. This would mean that I have only made up very slightly more than THREE months. This company, In Shape, owes me very close to THREE MORE MONTHS!

Review: I signed a contract with this company 7/26/2014. The contract stated that I pay $12 a month for my 2 kids and I for 59.99 months. I contacted the company about this issue when I started having problems with the club pricing. They stated that they would honor this contract at $12 for the 3 of us for 3 years. We agreed to these terms. Then I was in a car accident and was unable to go to the gym, so I placed my account on hold for the second time due to medical reasons, and was told my monthly dues would never change. Then 10/02/2015 I have a transaction pulled from my account for $39.99. I called and asked them to look back at the contract, I never signed for this amount. Then the company tells me I removed my kids from the account which is a lie because they are the only reason I have a membership was to benefit them. So In Shape tells me my kids were removed and that it would be and additional $12 each per child to add back onto account and then they tell me since the kids were removed from the account it voided my membership price. This was a scam, bad business practice. I never removed my kids and they said they notified me of it and the phone number on file was not valid, which is another lie, because I never changed my number its been the same for about 5 years now. They having been pushing so bad to cancel my membership so my membership is in the cancelation process in which I do not agree with.Desired Settlement: To keep our agreement the way it was $12 a month for me and my 2 kids for the duration of the contract, and to only have further contact with company by email so I have hard proof of what is being said so no more further scams from them.

Business

Response:

Message: Resolution: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. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. [redacted]

Business

Response:

Please see attached.

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 called to cancel out my membership and was given information / assurance that is not being honored.

Due to a relocation for work, I called to cancel my membership. I spoke with a woman named [redacted] who assured me that if I faxed in the documentation they needed, she would be able to cancel my account and even said that they would be able to waive any cancellation fees since it was a work related move.

I faxed in the documentation and still received statements showing a balance. I re-faxed and then emailed the requested documents and when I called to follow up they said they still had not received at first. I was insistent that they were attached to my email AND faxed and that I was happy to re-forward the email...all of the sudden they "found" my documents and then had me leave a voicemail for the lady I first spoke with.

Today, I got a call from another lady at their company looking to COLLECT ON MY BILL! I was outraged when she proceeded to tell me I still had to pay a cancellation fee AND a previous month's rent because there was a 30-day processing period on my cancellation. This was the first time I heard about this processing time.

Now, they are asking me to pay over $80 for a month of the membership I clearly did not use and a cancellation fee. Their customer service has never been good, but this is where I draw the line--this is completely dishonest and has been incredibly misleading.Desired Settlement: I would like them to wipe out the fees that they are trying to charge me. I know this is not a huge amount of money, but on principle and because I was told there would not be any fees, I feel this is the right thing to do.

Business

Response:

December 20th, 2013

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 reached out to Ms. [redacted] on several occasions to assist her with her concern and have been unable to speak with her.

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

Sincerely,

Manager - Member Loyalty Team

In-Shape Health Clubs, Inc.

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

Business

Response:

December 20th, 2013

Revdex.com

3075 Beacon Blvd

West Sacramento, CA 95691

Attn: Dispute Resolution Department

RE: Case # [redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have reached out to Ms. Blouin on several occasions to assist her with her concern and have been unable to speak with her.

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

Sincerely,

Manager - Member Loyalty Team

In-Shape Health Clubs, Inc.

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

Consumer

Response:

(The consumer indicated he/she DID NOT accept the response from the business.)

Their response listed above is completely false and yet another lie that they have told. They DID reach out to me and their response was to instruct me that there was nothing they were willing to do to work with me even though their customer service team initially assured me this cancellation would go right into effect and that the cancellation fee could "most likely" be waived. They did not make it clear that there was a thirty day waiting period to put a cancellation into effect and so in addition to the cancellation fee, they are asking me to pay for a month that I COULD HAVE USED but did not because I was under the impression that when they said this would "go right into effect" that it was immediate. At the very least, they should be willing to waive that month's fee. I had already been paying a premium membership rate (just under $50 a month) when some of their other clubs in the central valley offer $10 monthly memberships. Clearly they see this as a money grab and are completely taking advantage of me. I definitely intend to post negative reviews on any social media outlet I can get my hands on if they do not respond in an honest and respectful manner.

To make it worse, their club restroom was always filthy (mold on the walls, overflowing garbage) and the machines, internet and bathroom outlets were always in disrepair. Any time I ever told the front desk, they just said "they would work on it" and never did. I have half a mind to report them to the health department--the mold on the walls in the showers alone should be enough.

Business

Response:

January 7th, 2014

Revdex.com

3075 Beacon Blvd

West Sacramento, CA 95691

Attn: Dispute Resolution Department

RE: Case # [redacted]-Breanna [redacted]

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. I have spoken to Ms. [redacted] regarding her membership and agreed to honor the offer received.

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

Sincerely,

Manager - Member Loyalty Team

In-Shape Health Clubs, Inc.

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

Review: Dear SirOn april 4th 2014 I purchased 6 fitness sessions and started with one trainer then was replaced with a different trainer. as my sessions were expiring I was informed to renew so I keep the low price so I purchased 12 more. After 3 sessions that trainer left was replaced with another and after 2 he has taken leave of absent due to family reasons. I called to let them know that I really just want a refund of the 7 session and call it done. I called ###-###-#### and was told that I couldn't get a refund I could be trained by someone else or just wait till someone else comes along. I talked to Frances today sept 23,2014 at 10:45. I feel after 3 trainers I have done more then enough settling. I just want my 40.00 X 7 sessions+ 280.00.Thank youdenise [redacted]Desired Settlement: Refund

I would like my 280.00 Back and called it a wash.

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 canceling her Personal Training commitment.

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: Cooperate office customer service is absolutely horrible! My contract was up in March of 2015, and apperantly they've still been charging the account. [redacted] (CSA) says they will continue to charge until I call and cancel. When clearly I only agreed for a 36 month contract.I guess in the contract somewhere it states what [redacted] has said. When I asked her if the person who signed me up and sold me out is required to mention this she said yes. Which the person never said this or mentioned it in his presentation. I feel like I was tricked into getting the membership! [redacted] also said that as the consumer I am given 14 days to review and cancel the contract if I wanted to. Neither that was explained to me via signing up. I spoke to [redacted] the first week of June 2015, and she explained there was nothing she can do and clearly that I'm at fault. I'm very upset do to the fact that this was a substancial injury upon me do to the business that could have been fixed. All in was asking for was a refund for the past three months (Apr/may/June 2015). I have been decieved, abused, and treated unfairly! In the contract the information about , AFTER the contract IS UP isn't very prominent enough for customers to notice, the placement of information isnt in a location where customers can be expexcted to look or read, and the information was withheld at time of purchase. We as customers sign up thinking that the company has our best interest at heart, but obviously they don't care and just want our money! I'm 100% sure I am not the first, the only, or the last! I do take some responsibility in fact that I should have read the contract and possibly ask more questions. But this company has a lot of lack of customer satisfaction! They do not sale with the abiliy to assure the customer understands ALLthe terms and cconditions of financial costs. I asked why they don't send a courtesy letter to remind you or even a courtesy call and [redacted] says that they just don't but that she would put it in the suggestion boxDesired Settlement: My experience was horrible with the customer service! All I want is my refund. I paid $45/mo so they wouldnt be returning much as far as I'm consered. To be something is better than nothing and I'd love every penny taken from me without consent! Please help!

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We spoke to Ms. [redacted] on 6/8/15 and reviewed her account history with her. We did cancel the membership and waived her return item fee. 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, [redacted] Social Media Manager In-Shape Health Clubs, Inc. ###-###-####

Consumer

Response:

I am rejecting this response because: I am not satisfied. I deserve my entire refund, just because it may be written in the contract doesn't make me as a paying customer well aware!

Review: I already did cancel my membership last august 2014 & I paid total of $125 as my last payment. Now I'm receiving letter that from august 2013, I should have paid $25 and since I failed to pay it, it accumulate to total of $139 because there's additional payment for every month that I'm not paying it. It is ridiculous that they have to charge me even though they're completely aware that I had have cancel my membership & pay off all money that I owe them that's why I paid $125. My monthly membership is only $79.99. They told me that I have to pay $125 which I did at the time of my member cancellation. Now, In-shape is telling me that I owe them & sending me letters for action required. This company is a joke. Its a ripped offDesired Settlement: Stop billing people when you are completely aware that they no longer doing business with in-shape. In-shape should update your policy & procedures with everything especially your member cancellation. You need to be transparent & not giving bills when you know the bills doesn't even exist

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. When Mr. [redacted] cancelled his membership, we advised of our 30 day process and that he was liable to pay a prorated amount for September 2014. The payment he made was for August along with a fee that he incurred. In-Shape has done nothing wrong and billed him per contract term. I have left Mr. [redacted] a voice mail message to resolve his account and awaiting his response. In-Shape Health Clubs welcomes feedback from members, and will provide resolutions customized for our individual member needs. Sincerely, [redacted] Social Media Manager In-Shape Health Clubs, Inc. 209-922-0072

Consumer

Response:

I am rejecting this response because:In-Shape did not advised me for a prorated fee for the month of September. If this is prorated fee why charged me $104.88 (as of December 2014) when my monthly membership fee is $79.99?. In-Shape made a draft on my bank on December 2014 for $104.88. At that time, it was explained to me that I still owe them $25 as a prorated fee. I cancel my membership on August 13, 2014 and I have to pay for August 1 - August 13 which is $25. Since I failed to pay the $25, it has a late payment of additional $25 for every month that it wasn't paid. So for December, I owe In-Shape a total of $104.88 and that I accumulate it from Sept. - December. I told In-shape that I will dispute it. On February 2015, In-shape made a draft again on my bank a total of $129.88 with an additional $25 from the month of December ($104.88)So In-Shape's explanation of the money that I owe them last December is totally different than what In-shape is claiming now. Knowing that I am no longer a member of In-Shape, they still continue to charged me. For the time that I am a member of In-Shape, I barely go to the gym. It is not fair to pay an additional fee for the services that I barely use. I already pay a lot of money to In-Shape including their annual payment fee.

Review: In the year 2011 (June) I was injured at work. When therapy ended I went to In-shape and received a membership date was 11/7/12. Upon speaking with [redacted] If I needed to discontinued services it would not be a problem. Enclosed was a copy of the contract. The representative ID # is [redacted]. I was on crutches when I went in. I originally gave my higher one acct. In order to work out on the floor I had to get personal training. Up until February I was okay but wound up in a wheelchair and was unable to workout due to knee and back issues. When I got the first invoice I called and let them know I needed to cancel. I was told alright. At other times Jason has had to clear up my account due to their discrepencies in the financial department. As you can use from the copies attached. I continued to receive bills until January 2014. I don't remember the name of the person under [redacted]. I spoke to but she told me, "the $25.00 would be taken off only as far as late fees go. She would cancel my account and I would have to pay the rest. "I told her this was unacceptable that my account was no longer valid in March. She then told me I had to call the ###-###-#### number to cancel. When an individual is recovering to be adaptable to life as possible and cancels with an okay from the front desk and no other information given but it will be taken care of this is no longer my responsibility. I did not cancel my account because I felt it should have already been and Desired Settlement: I should owe nothing as was stated. When I signed plus the other financial discrepancies of double paying 2 or more times only have them turn around and say your card didn't take when they said thank you for payment upon me leaving. At this point I now owe 141.71 plus to C.O.S. due to them running my card knowing I cancelled. This should be paid to my card plus any funds I had to begin with. Section two specifically states. Cancel see attachment. Section 5. Copies were submitted of the inability to workout plus a contact number to doctor kno at Visalia Health clinic who said I could walk less than 1/2 mile on crutches and carry less than 10 lbs. A wheelchair was my only option. None of this was adhered to or listened. Promptness was not made available and this debt is not owed. I took all appropriate steps and now my credit is messed up due to this situation. Please contact me soon at [redacted] See attachemtns.

Thanks,

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have attempted to contact Sheila Ashford 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.

Sincerely,

Member Services

In-Shape Health Clubs, Inc.

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

Consumer

Response:

To whom it may concern,

The last contact I had with In-shape:

1) They were going to cancel it from it from that month on not go to February when I asked for it to be cancelled and was told it was taken care of.

2) They were going to deduct the 25.00 late fee and make me pay the monthly fee to the time of the last call I made. I forgot when that was but it was last year around fall.

3) The bills that came were unexpected.

4) When I told custom built I was in a wheel chair and unable to work out they cancelled and immediately let me know I could return when my knee or physical condition was better. They stopped all charges and went back to February the time I came to be in a wheelchair.

So to me all I was a number and means to an end. But this was not the only problem I had with them. Their were 2 times where I was told it was paid yet got something in the mail for payment. When we the card again, it did not go through the first time. I did make a call to Jason, (General Manager) to let him know and he took care of one change.

Rebuttal of

To Whom it May Concern,

Enclosed is a copy of the first card I gave them connected to an educational fund and how they took advantage of that. They should have no payment past February.

Rebuttal,

Business

Response:

I have continued to contact this member by phone and email. The phone number rings to a voicemail that is not set up. I am not sure what else I can do to get in touch with [redacted].

In-Shape Health Clubs

Member Services

[redacted] - Phone

[redacted] - Fax

[redacted] - Toll Free

Review: I signed a membership contract for a cost of ten (10) dollars a month, and then enrolled in online billing for an additional discount. Later, I found that the club had been billing me for almost forty(40)dollars a month in membership dues. The total overcharge was $112.96 in just four months. Both myself and my partner had checked on the status of the contract's price several times and had never been informed of an alteration in the price, nor were we ever corrected. Only after examining my online bank statements did I notice the overcharge.Desired Settlement: I want my membership contract terminated and a full refund of the overcharge.

Business

Response:

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

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

Review: I received a complaint from the kids club that my boys were hitting other kids and destroyed a book. I have 3yr old twin boys. They were asked to go home. I immediately made a decision to cancel all three memberships with InShape. There's no point of having a membership if I can't bring the boys to the gym. They cancelled it with no hesitation. I spoke with [redacted]. He assured me it would be cancelled but then he said there would be one more billing cycle next month and nothing could be done about it because it's corporate wide. I want to make sure that InShape does NOT draft from my account next month. It's $60 dollars that I could use to buy the boys shoes or clothes, not wasting it on a cancelled membership. Im a single mother of twin boys. You can imagine how difficult it must be. Please cancel my membership and do not bill me in the future. InShape has done this to my mother when she had a membership. Im pretty sure that InShape will do it again.Desired Settlement: I want my membership cancelled and stop any future billing.

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 assuring her that the account has been cancelled with no further charges. 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: Where can I begin to explain my situation.....ugh just thinking about it makes me feel negative. Beware all of the contracts you sign! Do not sign any contract given to you here! I started a 3yr contract with this place and half way through it ended up moving to san jose for work. Went in to cancel in person, and rudely told that a letter needed to be sent instead. First of all what kind of bt is that...that they cant cancel it right there. SO I did what they asked sent a letter ...That by the way now they cant seem to find. SO a year and a half later now I live in Fresno. Come to find out now, they had been charging my card for a whole 16 months! I have repeatley given them evidence of my living in san jose, but still failed to give me my money! And just an idea of how much they owe me.... imagine $46.99 and times that by 16 months what a rip off! SO LIKE I SAID BEFORE DO NOT, I REPEAT DO NOT SIGN ANY CONTRACTS HERE!Desired Settlement: I would like my refund for all the previous months I was living in a different location.

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.

Sincerely,

Member Services

In-Shape Health Clubs, Inc.

Review: Got the account resolved then quit going due to personal problems and got a high bill, I've dealt with multiple different people calling me demanding payment which I agreed to pay. I called back to pay and the person was rude and demanded I pay it all in full I'm tired of having different people call and tell me different things. They can't get things straight I don't feel as though this business knows what their doing.Desired Settlement: Bill reversed and account closed I will take my business elsewhere unless we can agree on something else

Business

Response:

In-Shape Health Clubs has received a the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to Mr. [redacted] regarding his concern and were able to amicably resolve his issue by providing an option to pay off his current balance.

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: we didn't come to an agreement

Business

Response:

In-Shape Health Clubs has received the above referenced customer complaint and appreciates the opportunity to respond. We have spoken to Mr.[redacted] regarding his complaint. We have offered several reasonable payment options in order to reach an amicable resolution. Unfortunately, Mr. [redacted] has declined all options for a resolution.

Consumer

Response:

I am rejecting this response because: I was given the same option which was to pay one payment and the account would close this isn't a reasonable option, I was offered a start over program multiple times by different workers then denied it when I called to pay, it seems as though no one at inshape knows how to run a bussiness

Review: I am wanting to cancel my contract due to the fact that I am on a fixed income and I really cannot afford it any longer. I would rather buy food.

When my husband's trucking business went under and he went back to school to be retrained, we had to make major changes. I called to cancel my account last August and they said I could only suspend it, so I complied, Then in November without warning they drafted my account Which caused issues on my checking account. I tried to explain my hardship to them when I called but they wouldn't listen. No only is it costly in money but I can't even afford the gas to put in my car to get there after household expenses, and that money is supposed to be for food. I only make $1087 in SSDI and the stipend of $734 my husband get to go to school. Please help.Desired Settlement: Please cancel my contract due to financial hardship.

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 Alencia’s issue by canceling her membership.

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

Andrew Figueroa

Member Loyalty

Acquisition Lead

In-Shape Health Clubs

209-922-0072 - Phone

Review: This past December I signed up with the In Shape club in Concord, CA. When I did, I met with a male PT he talked me into buying personal training sessions when I wasn't sure if this would work out financially with my husband and I. He told me "Well, I don't want you to miss out on this offer. You can always cancel". So I signed up. Well, after my husband and I talked we decided it wasn't the best time to do personal training. So I talked to the trainer the next day (a lady) who was calling to set up our first apointment. After telling her what had happened she instructed me on how to cancel my training sessions. She told me I would have to mail my request to a third-party company called Custom Built Personal Training. I did this within 2 days of signing up and even had it certified. Nothing happened. So I email and leave a message with Custom Built. Monday 1/20/14 a Rep from Custom Built gave me a call saying I needed to call to cancel my training with In Shape at the corporate office. I have now left a message with their corporate office AND sent 5 emails with no response back. I am trying to get my money refunded and I let both the female trainer and the male trainer know I wanted to cancel and they gave me the wrong information on how to cancel. I really do not like how this has been handled. I am new to the area in Concord and just joined the gym. I have a extremely good experience with my last gym in Fresno, CA, George Brown Fitness. Never any issues in 5 years, and I've only been a member for a month at In Shape and already been given the run around. I would like all my money refunded to me that I fronted for PT sessions PLUS the amount that was taken out a few days ago which together equals $349.Desired Settlement: $249.00 initial startup including fees. A month later (January) $100.00 was auto debited from my credit card. $349.00 needs to be refunded to me.

Consumer

Response:

This is simply an update. The problem has not be resolved. A rep named [redacted] contacted me on Wednesday of last week (2/19) claiming they just then received my email. He tried to resolve the issue by attempting to refund me the amount due MINUS a $50 cancellation fee. However, I sent in my request to cancel within the five-day guarantee period in order to get a full refund. After this, [redacted] said he would have to talk to his superior to refund without charging me this fee. He said he would call me back within 24 hours to to resolve the issue. He has yet to get back in touch with me. I have now called him two days in a row (yesterday and today). Tomorrow it will be a week since we first communicated.