Complaints

This profile includes complaints for Defined Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Defined Fitness has 10 locations, listed below.

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  Defined Fitness

  5850 Eubank Blvd NE Ste B20 Albuquerque, NM 87111-6121

• 

  Defined Fitness

  4930 McLeod Rd NE Albuquerque, NM 87109-2118

• 

  Defined Fitness

  4080 Ridge Rock Rd SE Rio Rancho, NM 87124-7649

• 

  Defined Fitness

  6210 Riverside Plaza Ln NW Albuquerque, NM 87120-2600

• 

  Defined Fitness

  8020 Central Ave SW Albuquerque, NM 87121-2180

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:06/11/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I tried to cancel my gym membership that I never used with Defined Fitness multiple times starting in November of 2024 and was told to come back at specific times when the manager was in the office. Every time I went back the manager was never there to cancel the membership. I canceled my debt card to stop the payments because I had been charged for more than 6 months without using the services. I was still charged because my checking account was tied to this membership. On 11/2/2024 I was charged $85.93 for Club fees, 12/2/2024 $53.71 for membership and 1/2/2025 $53.71 and 2/2/2025 $53.71 for members. On 2/3/2025 I placed a stop payment with my bank having to pay an additional $35.00 out of my own money to stop Defined Fitness from fraudulently taking from me. All of this after meeting with employees calling the local office going into the local office and being told I needed a manager that would conveniently never be there when someone wanted to cancel their membership. I am now being harassed by a collection agency stating that I owe Defined Fitness money. They are calling multiple times a week.

  Business Response

  Date: 06/12/2025

  Dear *******

  Thank you for reaching out and sharing your experience with us. I want to sincerely apologize for the inconvenience and frustration you’ve encountered while trying to cancel your membership with Defined Fitness. Please know that it was never our intention to make the cancellation process difficult or to cause you any undue stress.

  After reviewing your account and the concerns you raised, we want to assure you that we are taking the following steps to resolve this matter:

  Your membership account has been cancelled effective immediately.

  All past due balances have been waived.

  You will be removed from collections, and we will notify the agency to cease all contact with you.

  A refund of $247.06—reflecting the charges from 11/2/2024 through 2/2/2025—will be issued to you via check. Please allow 3 to 4 weeks for the check to be processed and delivered.

  To ensure timely delivery, can you please confirm if the address we have on file is correct: *** **** ***** *** *** ******* ** *****

  If this address needs to be updated, kindly reply with the correct mailing information.

  We deeply regret your experience and truly appreciate your patience as we work to make this right. Your feedback has been shared with our management team so we can improve our cancellation process and better serve our members in the future.

  If you have any questions or require further assistance, please don’t hesitate to reach out to us directly at (**** ********.

  Warm regards.

• Initial Complaint

  Date:05/19/2025

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 4/1/25 I had an MRI for Right shoulder. On 4/8/2025 my Orthopedic doctor told me I needed surgery on my Right shoulder and it would be a 6 month recovery. I am paying for a personal trainer. I informed my trainer of the injury and inability to weight train and was instructed to get a letter signed by my doctor stating that I was to stop weight training and would be refunded for unused sessions I had paid for. I submitted the letter to the Manager, ****, of the club. **** said he could only freeze the training for 3 months, that I would still be charged and would have to pay $30.00 for each month. He also stated that I should be able to do lower body training. I will be in a sling for 3 to 6 months, training will put a strain on the shoulder. I simply wish to postpone training until I am released by my doctor and not be charged for the time I can't train. Currently my training fee is 302.00 and am paying 30.00 monthly for 3 months. I won't be able to return to weight training for 3-6 months but I am paying. I have cooperated and provided everything they required, I am unable to train but am being charged nonetheless. I am a 100% permanently disabled Veteran and on limited income, I feel the charges and concerns of the manager are unjustified. I am seeking credit for the payments made and release of $30. freeze charges. I have tried to call, to talk, and am unable to communicate with the main office. Defined Fitness is taking advantage of me and my situation. Credit or refund total is $302.00 plus $30.00 each month the
  the freeze is charged.

  Business Response

  Date: 05/20/2025

  Dear ******,

  
  Thank you for reaching out and for taking the time to provide a detailed explanation of your situation. First and foremost, we sincerely apologize for any frustration or hardship this experience has caused you. We understand the challenges you’re currently facing and appreciate your service as a 100% permanently disabled Veteran.

  
  We are truly sorry that your interactions with our team did not reflect the level of care and flexibility that we strive to provide. After reviewing your account and the documentation you submitted, we acknowledge the need to support your recovery and accommodate the medical advice you’ve been given.

  
  We will be issuing a full refund for the personal training sessions you were unable to use due to your injury, totaling $302.93, as well as $30.00 per month for the freeze fees that were applied. You will not be charged any further during your medically required recovery period. Please allow up to four weeks for the refund to be delivered, depending on your financial institution’s processing time.

  
  Our goal is always to support the health and well-being of our members, and we regret that we fell short in this instance. We truly appreciate your cooperation throughout this process and your patience while this was being resolved.
  If you have any additional questions or if we can be of further assistance, please don’t hesitate to contact us directly at (505) ******** ext. 1020.

  
  Wishing you a smooth and full recovery.

  
  Warm regards.

• Initial Complaint

  Date:04/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  To Whom It May Concern,
  
  I'm submitting this complaint regarding Defined Fitness due to their repeated unauthorized charges and failure to properly cancel my membership despite numerous attempts to resolve the issue.
  
  I relocated from New Mexico to Colorado for work in January 2024 and personally informed Defined Fitness staff at the Rio location that I would no longer be using their facilities. I was under the impression my account would stop auto-renewal at the conclusion of my membership term in April 2024, as indicated during my last visit.
  
  However, Defined Fitness continued charging my account multiple times, including a charge of $171 in June 2024 and an additional unauthorized charge of $213 in September 2024. Despite repeated requests via email and phone to rectify this matter, Defined Fitness representatives have provided inconsistent responses and failed to take action. They have incorrectly accused me of non-payment, threatened collections, and mistakenly referred to me by another individual's name, indicating significant administrative negligence.
  
  I have provided clear evidence and communication indicating these charges are incorrect and unauthorized. Yet, Defined Fitness has neither rectified the billing issue nor ceased attempts to negatively impact my credit.
  
  I request immediate cessation of all charges, confirmation of the cancellation of my membership retroactive to April 2024, removal of any negative credit reporting related to this matter, and a refund for unauthorized charges collected beyond the agreed-upon membership period.
  
  Thank you for addressing this complaint promptly.
  
  Sincerely,
  
  **** ******
  Contact: ###-###-####

  Business Response

  Date: 04/07/2025

  Dear ****,

  Thank you for reaching out and for bringing your concerns to our attention. I sincerely apologize for any inconvenience you experienced during the cancellation process. At Defined Fitness, we are committed to making both enrollment and cancellation procedures as smooth and transparent as possible, and I regret that your experience did not reflect this standard.

  To clarify, our cancellation policy is as follows:

  1. Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle.
  2. Verbal cancellations—whether communicated in person or over the phone—are not accepted.
  3. Members are responsible for all membership dues and fees incurred prior to the effective date of cancellation.
  4. For term-based memberships, members agree to a contractual commitment for a defined period. Early termination before the contract end date incurs a $100 Buyout Fee. Once the term is completed, the membership converts to a month-to-month agreement.

  Due to a miscommunication on our end regarding your email request to cancel your membership, the cancellation was not processed as intended. As a result, we have removed the overdue balance of $308.98 from your account. I can confirm that your membership has now been successfully cancelled, and there is no outstanding balance remaining.

  For your records, I have attached the following documents:

  1. A copy of your signed membership agreement, which outlines the cancellation policy along with your membership start and end dates.
  2. A screenshot of your current account status confirming cancellation and a $0 balance.

  Your account is now in good standing.

  We truly appreciate the time you spent with us at Defined Fitness and wish you all the best in your future wellness journey.
  

  Customer Answer

  Date: 04/09/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:03/21/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out to Defined Fitness over the phone today to cancel my membership and my 16-year-old daughter's membership.
  
  I was told by the first employee that he was able to cancel my membership. But when we got into my daughter's account, there were issues. Here is what ensued:
  
  I was told that I would need to come in person, which is not practical, or possible right now, as I am on my way +9-*out of state. I was then told that I would need to supply updated card information in order to cancel, as for some reason my daughter’s account did not have the correct card information on file. The charge for March was flagged as fraudulent, and was charged back earlier this month. So, I supplied the employee with the updated expiration date on the card so that we could pay what was owed for the month. I would have hoped that would be the end of it, but the employee demanded I supply him with a new address, saying that I could not cancel without supplying this information. I told him that I do not have an address that I can share, but if he would mail it to my old address I could still receive whatever he was needing to send. He refused this, saying that I must have a new address and that they (he and his manager) were unwilling to cancel this membership unless I appeared in person (which I currently am unable to do), or provided them with my new address (which I do not have).
  I would like for Defined Fitness to please complete the cancellation process on my daugher's account, and to please confirm that both my account and her account are officially cancelled and that my credit card is will no longer be charged.

  Business Response

  Date: 03/21/2025

  Dear *******
  

  We sincerely apologize for the difficulties you encountered while canceling Francine’s membership. Our goal is to make the cancellation process as seamless as signing up, and we regret that we did not meet that standard in this instance.

  
  Please accept our sincere apologies for any frustration this may have caused. We strive for clear and efficient communication, and we acknowledge that we fell short. Your feedback is invaluable, and we are actively working to improve our processes to prevent similar issues in the future.

  
  Francine’s membership has been successfully canceled. For your reference, I have attached a screenshot confirming her inactive status. You will not be charged moving forward.

  
  If you have any further questions, please don’t hesitate to reach out. We appreciate your patience and wish you the best on your fitness journey.

   

• Initial Complaint

  Date:03/20/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 03-17-2025 I went into defined fitness to cancel my membership. I talked to ******* at the front desk "team lead" he told me I had to pay 10$. I agreed as I was trying to pay, the system wouldn't let me. At 1:10 pm ***** ******* "manager" arrived to see why I couldn't pay and told me I owed 500+ in personal training fees. I told her that's impossible and she told me no it's not that I owe it. I told her that I signed a contract for 3 months I paid 3 months. I showed her my bank statement she told me that I owe 2 more months I told her no I signed paperwork with ****** ********** stating that it was just 3 months period. She told me we don't have that paperwork. I informed her I signed it and she asked if I had a copy. I said no ****** told me he would hand it to me next time I came here. She told well ****** is no longer with the company so you owe 500+ I told her can u just cancel my membership and I will work it out in collections. She told me no I can't cancel your membership. " which is illegal" federal trade commission states a sign up should be just as easy as a cancelation. Then she told me it's her "being human" I informed her being human is not charging for something I didn't use then throwing a signature away and then not canceling my membership so u continue to charge me. Which is "fraud" also illegal. wrongful or criminal deception intended to result in financial or personal gain as explained by FTC. They threw away my signature charged 2 months extra of pt and never called texted informed me nothing. Deception for personal gain. I've reached out to corporate and file a response on there website received nothing in 72 hrs as was promised. if a business makes a promise that you reasonably rely on to your detriment, "fraud and illegal practices " you can make a claim under the doctrine of promissory estoppel, which I'm in the process of. I'm also filing with FTC. Finally someone from corporate did get back to me but it was well work on it answer.

  Business Response

  Date: 03/21/2025

  
  Dear *******,

  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation and personal training (PT) agreement. I sincerely apologize for any inconvenience you experienced during the cancellation process. At Defined Fitness, we strive to make our sign-up and cancellation procedures as seamless as possible, and I regret that this was not your experience.

  
  Per the terms of your agreement, cancellations cannot be processed verbally or over the phone and require that any outstanding balance be resolved beforehand. At the time of your cancellation request, there was an outstanding balance of $516.60 for your PT sessions, which prevented us from processing your request. According to the PT agreement, after the initial three-month period, the agreement automatically renews unless a cancellation form is submitted at least 10 days before the next billing cycle, with all outstanding balances settled. This policy also applies to freezing PT sessions, which requires a written cancellation form signed by you. This process is also applicable when canceling both your PT agreement and gym membership with Defined Fitness.

  
  I have attached the following documents for your reference:
  Your Freeze Form
  PT Agreement
  Membership Agreement
  Invoice confirming your account no longer carries a balance
  Confirmation that your membership is pending cancellation, effective on the 25th. You will not incur any further charges from Defined Fitness.

  
  Although waiving the outstanding balance contradicts our policy, which you previously agreed to and signed, as a courtesy, Defined Fitness has approved the waiver of your $516.60 overdue PT balance. Additionally, we have honored your membership cancellation upon payment of the early termination fee, as you were still within your 12-month agreement.
  Following our phone conversation, we both agreed to these terms. Your cancellation has been processed, and the early termination fee of $99.99 plus tax has been applied. A receipt confirming this transaction is included in the attached documents, along with confirmation of the waived balance. Your account is now in good standing.

  
  Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  
  

  Customer Answer

  Date: 03/24/2025

  Hello my name is ******* ******* I made a complaint about defined fitness. My issue was resolved by corporate. I would like to retract my complaint. Thank you. 

  
  

• Initial Complaint

  Date:03/03/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I reached out earlier this year if Defined Fitness takes Prime fitness benefits and what all is needed. Received email back stating i over over $300. Contacted further and given varying information that this was somehow tied to my account, was told i contacted about use of a key card, which has not happened as ive never been a member. I would like this debt cleared from my name, Ive never stepped foot in nor plan to. Person who calls from their corporate office is not helpful. I would like a written letter stating i do not owe defined fitness money. seems like fraudulent or poor business practices to tie money owed for others to someone who is reaching out for information.

  Business Response

  Date: 03/05/2025

  Dear ****,
  

  Thank you for your recent communication and for bringing your concerns to our attention regarding the collections matter. I appreciate the opportunity to provide clarity and sincerely apologize for any confusion or inconvenience this situation may have caused.

  
  As we discussed during our phone conversation and email exchange, the confusion resulted from a miscommunication by an employee who incorrectly associated your account with that of a former member with the same first and last name. After conducting a thorough review of the account information—including your phone number, email address, and physical address—we have confirmed that you have no connection to the account in collections.

  
  To further confirm this, I previously provided written documentation on Monday, the 3rd, which I have attached for your reference. Additionally, we have addressed this matter directly with the employee involved to help ensure similar errors do not occur in the future.

  
  Once again, I sincerely apologize for the error and for any frustration or concern this caused. I want to emphasize that the overdue balance in question is in no way associated with you.

  
  We appreciate your understanding and wish you continued success in your fitness journey. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 03/07/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  **** ******

• Initial Complaint

  Date:02/24/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was recently involved in a domestic dispute with my roommate, which forced me to relocate out of state. Despite this, Defined Fitness has failed to respect my legal rights by continuing to bill me without justification and disregarding my attempts to resolve the matter.
  
  I have left multiple messages with the corporate office, yet I have received no response. This lack of engagement violates my consumer rights, as I am entitled to cancel my membership in circumstances such as mine, where relocation makes it impossible to access their services.
  
  Defined Fitness’s refusal to acknowledge my rights and offer a reasonable solution is unlawful and shows an intent to circumvent legal obligations. The continued billing despite my clear communication is a violation of consumer protection laws.
  
  While the membership agreement is binding, it must be applied fairly. Defined Fitness’s cancellation process is unnecessarily complex and invasive, and the company has shown no willingness to work with me. This is not only an abuse of contractual terms but a breach of my legal rights. Defined Fitness must immediately rectify this issue and cease further billing.

  Business Response

  Date: 02/26/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for any inconvenience you experienced during the process. At Defined Fitness, we strive to ensure that both enrollment and cancellation procedures are as seamless as possible, and I regret that this was not your experience.
  
  Upon review, I can confirm that your membership was successfully canceled on February 24, 2025, by your Club Manager. At that time, you paid $86.08 to finalize the cancellation. Per our cancellation policy:
  
  • Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle. Verbal cancellations, whether by phone or in person, are not accepted.
  • Members are responsible for all membership dues and fees incurred before the cancellation becomes effective.
  • Members with a term-based membership acknowledge that they have entered into a contractual agreement for a specified duration. Early cancellation before the term's completion results in a $100 Buyout Fee. Upon fulfilling the membership term, the membership automatically converts to a month-to-month agreement.

  For your reference, I have attached the following documents:
  
  • A copy of your signed agreement, including the cancellation policy and the start and end dates of your 12-month term.
  • A screenshot of your account status confirming your membership cancellation, effective February 25, 2025.
  • A receipt reflecting your $86.08 payment, along with a confirmation of the refunded amount of $86.08 in membership dues.

  Your membership is currently inactive, and a refund of $86.08 has been processed. Please allow 3 to 5 business days for the amount to reflect in your bank account.
  
  Your account is now in good standing with a $0 balance, and no further charges will be applied.
  
  We sincerely regret any frustration this may have caused and appreciate your patience throughout this process. Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  
  

  Customer Answer

  Date: 02/26/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ****** *********

• Initial Complaint

  Date:02/23/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I needed to cancel my gym membership with Defined Fitness. I called them on the phone of course they make it impossible to cancel. I am then forced to go into the gym itself and sign tons of papers thinking i canceled my membership but in reality they weren’t “legally obligated to tell me” that i was really just canceling my auto pay. So i stopped seeing charges in my bank account thinking my membership was canceled. Keep in mind this is a $40 a month membership and 4 months later i get an email from a debt collector saying i owe $487! ( I cancelled my membership in September and just found out about my “debts” in February).
  
  I am happy to provide more Information, but simply looking at the Google reviews has shown me that they probably get plenty of complaints. I am not going to spend any more energy on this I just want it resolved.

  Business Response

  Date: 02/26/2025

  Dear *******,
  

  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for any inconvenience you experienced during this process. It is unacceptable that you were informed we are "not legally obligated to tell you," as our goal at Defined Fitness is to ensure our members have complete and transparent information. We strive to make both enrollment and cancellation procedures as seamless as possible, and I regret that this was not your experience.
  

  Per our cancellation policy:
  Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle. Verbal cancellations, whether by phone or in person, are not accepted.

  
  For your reference, I have attached the following documents:
  A copy of your signed agreement, outlining all key details regarding your membership type for further clarification if needed.
  A screenshot of your account status, confirming your membership cancellation. Additionally, I have waived your past-due balance, and your account is now in good standing with a $0 balance. No further charges will be applied.
  

  We sincerely regret any frustration this may have caused and appreciate your patience throughout this process. Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  Customer Answer

  Date: 03/03/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  ******* *****

• Initial Complaint

  Date:01/22/2025

  Type:Order Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a member at the Santa Fe location for the duration of my year contract. I didn’t go as often as I would like and it was always too busy to be able to do much. I tried to cancel on several occasions in store and over the phone. I was told to come back at certain dates to cancel. Whenever I went the manager was no where to be found and the staff was rude about helping. They continued to auto charge my back for another 2 months until I went to the bank and had to change my account number and bank card to stop the charges. Now I am supposedly racking up charges that are about to go to collections, but I am no longer under contract and was not allowed to cancel. I am told I owe $183.11 and an additional $54.08 will be added in February. This is some shady practices.

  Business Response

  Date: 01/28/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for the inconvenience you experienced during your attempts to cancel both in person and over the phone. At Defined Fitness, we strive to ensure that our sign-up and cancellation processes are as seamless as possible, and I regret that this was not your experience.
  
  I have successfully canceled your membership, so no further charges will be applied moving forward. Additionally, I have waived your membership dues for the periods of 12/01/2024 and 01/01/2025, as well as the associated service fee.
  
  As a courtesy for the inconvenience caused during the cancellation process, we have also processed a refund for two months of prior charges. Specifically, the monthly dues for 10/01/2024 and 11/01/2024 will be refunded to your account. Please allow 3 to 5 business days for these refunds to reflect in your account.
  
  For your reference, I’ve attached two documents to this email:
  1.A screenshot of your account status, showing your pending cancellation that will take effect on 01/25/2025.
  2.An invoice highlighting the waived fees and refunded amounts.
  
  Your account is now in good standing with a $0 balance.
  
  We deeply regret any inconvenience this situation may have caused and appreciate your understanding. Should you have any additional questions or require further assistance, please don’t hesitate to reach out.
  
  Thank you for being a valued member of Defined Fitness, and we wish you all the best in your future endeavors.
  
  

  Customer Answer

  Date: 02/11/2025

  Defined fitness sent me an email stating that my account was closed and any “owed” money was removed. They also called us and stated they were sending a refund check for two months. 

  
  

  So I feel like the problem was resolved. 

  Thank you! 

  -***** *********

• Initial Complaint

  Date:12/30/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In the past month of November I went cancel my membership at the defined fitness on riverside plaza in Albuquerque. The representative I talked too assured me my membership would be canceled promptly. After I assumed the situation to be dealt with. Without my knowledge my membership was not cancelled and the dues continued to collect. For two months unbeknownst to me the dues continued to collect along with late fees. Once I was made aware of the fees I had to pay I went to the defined fitness on rio rancho blvd in Albuquerque. Here I paid my dues and requested to cancel my membership fee here I was told I was unable to until the first of the month. Which is coincidentally the same day a new fee will appear on my account. This business is making me pay for deceptive business practices and charging me unnecessary amounts.

  Business Response

  Date: 01/17/2025

  Hello ***********, 
  
  Thank you for reaching out to share your concerns regarding your membership cancelation. We want to apologize for any frustration or inconvenience caused by cancellation process. Your feedback is important to us, and it means a lot to us to have the opportunity to address your concerns.
  
  For clarification, our cancellation policy requires that cancellations be submitted by the 25th of the month to be effective for the following billing cycle. The 25th marks the close of our billing cycle to ensure all adjustments can be processed in a timely manner. This policy is outlined in your membership contract. 
  
  However, we do acknowledge your frustration around the cancellation policy that incurred another months dues and late fees, therefore, we have processed your membership cancellation effective immediately as of today, January 17, 2025. Additionally, a refund for November, December and January dues with all corresponding late fees in the amount of $226.06 has been issued. Your statement will reflect a credit for $172.26 and a credit for $53.80 for a total refund of $226.06.   Please allow 3-5 business days for this refund to reflect back in your account.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience as we worked to address your concerns. If you have any further questions or require additional assistance, don’t hesitate to reach out. Wishing you all the best!