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

  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:12/27/2024

  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.

  In February of 2024 I cancelled my fitness plan because I was moving to another location and would not have access to the gym anymore. I cancelled the account and have now found out I have a debt to them of $308 that has been sold to collections. I never received any notification from the company concerning a past due balance and when I would look at the app it would say that my account was not active.
  I have searched my emails and have found no info regarding a past due balance and have received no phone calls.

  Business Response

  Date: 01/03/2025

  Dear ****,
   
  Thank you for reaching out to express your concerns regarding your membership cancellation. We sincerely apologize for any frustration or inconvenience caused by any miscommunication related to our cancellation process.
   
  To clarify, our cancellation policy requires that cancellations be submitted by the 25th of the month to take effect for the following billing cycle. The 25th marks the close of our billing cycle to allow for timely processing of adjustments. This policy is detailed in your membership contract, which has been attached for your reference.
   
  Upon reviewing your account, we noted that no cancellation documentation was completed, and the facility was utilized until March 14, 2024. As a result, a balance for past dues was accrued. However, we acknowledge the challenges you faced with the cancellation policy and the miscommunication surrounding this matter.
   
  As a courtesy, we have taken the following actions:
   
  1.Waived your past due balance.
  2.Removed your membership from collections status.
  3.Canceled your account.
   
  Your account is now in good standing with a balance of $0. For your convenience, I have attached your membership status and agreement, with the membership type and cancellation policy clearly highlighted. We regret any inconvenience this situation may have caused and appreciate your understanding. Should you have any additional questions or require further assistance, please do not hesitate to contact us.
   
  Thank you for being a part of Defined Fitness, and we wish you all the best in your future endeavors.
   
  
  

  Customer Answer

  Date: 01/06/2025

  [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:12/21/2024

  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.

  I have been trying to cancel my account with defined fitness since August of 2024. I have emailed and stopped by the gym several times and they say i have to come back on specific days to cancel. You cant or call or fill out an online form. Which blows my mind because you can sign up online really easy. I find it very unfair that in order to cancel my account I have to pay 400 plus dollars on my account. Yet i was sent to collections already ?? How can you keep charging me monthly and yet send me to collections at the same time. i completed my yeary contract requirement as of july 2024. It didnt see it any where in the policy if i wasnt in contract that it had to be on a specific date to be canceled. Since I completed my one year contract why am I still being charges so much. I couldn't get anyone to give me owner information I was denied and given a corporate number. I also don't understand how September payment of 89. Plus 3 months of 50 dollars. Accumulates to me owing 400 dollars to cancel my account.

  Business Response

  Date: 12/27/2024

  Dear *****, 
  
  Our records indicate that you joined Defined Fitness on July 18, 2022. Upon enrollment, you selected a 12-month contract membership. Per the terms of this agreement, your membership obligation ended on July 31, 2023, at which point it transitioned to an auto-renewal status as outlined in the contract you signed. For your convenience, a copy of the contract with the relevant section highlighted is attached.
  
  Please note that Defined Fitness is committed to enhancing our member experience and has already begun implementing measures to enable online cancellations in compliance with the new regulations of the FTC’s “Click-to-Cancel” rule recently announced in October 2024. This rule is set to be published in the Federal Register effective April 2025 and the option of online cancellations will be available to all Defined Fitness members by this time. 
  
  As of now, members are still required to follow the current policies and procedures detailed in their contracts. All membership cancellations must be processed in person at the club to safeguard the member’s account, ensure cancellations are authorized, and provide written documentation for accurate record-keeping. Membership cancellations must be requested before the 25th of the current month to be effective for the subsequent month, as the 25th marks the close of each monthly billing cycle. 
  
  Unfortunately, when payments began declining as of September 1, 2024, the system automatically flagged the account for collections after four months of missed payments. Below is a breakdown of the charges:
  
  -9/01/2024 Annual: $32.45
  -9/01/2024 Dues: $43.26
  -9/01/2024 Late Fee: $32.49
  -10/01/2024 Dues: $54.08
  -10/01/2024 Late Fee: $32.49
  -11/01/2024 Dues: $54.08
  -11/01/2024 Late Fee: $32.49
  -12/01/2024 Dues: $54.08
  -12/01/2024 Late Fee: $32.49
  
  Upon reviewing your documentation of the email sent to us on August 27, 2024, we have waived the total balance of $367.91 and removed the status of Returned for Collection from the membership. We have also reached out to Aldous & Associates, our collections law firm, with direction to waive the debt and remove the debtor account from collections. 
  
  All documentation pertaining to this case has been provided for your convenience. We apologize for the confusion this has caused and wish you the best moving forward. 
  
  

• Initial Complaint

  Date:12/18/2024

  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 signed up for a gym membership a few years back (early 2022). I went for a few months and stopped going. I paid my membership automatically, even though I wasn’t going, until I had to renew my checking account in August 2024. I forgot to notify the gym I wasn’t going to that I changed my account number so from August 2024 to early December 2024 I didn’t pay. In those months, somehow I racked up a $400 bill (even though my month to month payment was $43.04). I called December first and was made to pay OVER THE PHONE $129.12 and then forced to renew for one month at a cost of $83.00. I then immediately told the representative I’d like to cancel my membership. I was told I needed to come in in person to do this. My issue is, I somehow was able to re-subscribe to a membership and make debt card payments OVER THE PHONE. Why can I not cancel OVER THE PHONE. It is my opinion that this violates the FTC “Click-to-Cancel” policy. I should be able to cancel my membership with the same ease I had to subscribe and pay. That is “OVER THE PHONE.” During the two years I didn’t attend Defined Fitness I never signed a renewal contract, even though they raised my rates. I feel like I have been scammed and I want to stop Defined Fitness from taking any more of my money. I have called back and tried to cancel over the phone and I have been refused twice.

  Business Response

  Date: 12/27/2024

  Dear *****, 
  
  Thank you for reaching out to us. We appreciate the opportunity to address your concerns and provide clarity regarding your Defined Fitness membership.
  
  Our records indicate that you joined Defined Fitness on July 11, 2021, and your check-in activity reflects usage from July 2021 through February 2021. Upon enrollment, you selected a 12-month contract membership. Per the terms of this agreement, your membership obligation ended on July 31, 2022, at which point it transitioned to an auto-renewal status as outlined in the contract you signed. For your convenience, a copy of the contract with the relevant section highlighted is attached.
  
  Please note that membership payments are required regardless of gym usage unless the membership is officially canceled, as specified in the contract. We understand this policy may occasionally lead to misunderstandings, and we sincerely apologize for any inconvenience caused.
  
  In regard to the FTC’s “Click-to-Cancel” rule announced on October 16, 2024, we are actively preparing for this change, which will become effective in April 2025. Defined Fitness is committed to enhancing our member experience and has already begun implementing measures to enable online cancellations in compliance with the new regulations and this option will be available to all Defined Fitness members come April 2025.
  
  As of now, members are still required to follow the current policies and procedures detailed in their contracts. All cancellations are required to be processed in person to ensure proper documentation is recorded for your protection as a valued member of our clubs. Our records do not show any prior attempts to cancel your membership since its inception in July 2021. Unfortunately, when payments began declining as of August 1, 2024, the system automatically flagged the account for collections after three months of missed payments. Below is a breakdown of the charges:
  
  -8/01/2024 Dues: $43.04
  -8/01/2024 Late Fee: $32.33
  -9/01/2024 Dues: $43.04
  -9/01/2024 Annual Fee: $32.28
  -9/01/2024 Late Fee: $32.33
  -10/01/2024 Dues: $53.80
  -10/01/2024 Late Fee: $32.33
  -11/01/2024 Dues: $53.80
  -11/01/2024 Late Fee: $32.33
  
  The total amount sent to collections was $355.28. However, our management team waived all late fees, along with October and November dues, reducing the total payment collected from you to $129.12 on December 1, 2024.
  
  Additionally, regarding the renewal made over the phone, we’ve processed a refund of the initial payment ($86.08) to the Mastercard ending in ****. Please allow 3-5 business days for the refund to reflect on your account. Your membership has been canceled as of December 23, 2024.
  
  We’ve attached all relevant documentation for your reference. If there’s anything further we can assist you with, please don’t hesitate to reach out. We apologize for any confusion or inconvenience you may have experienced.
  
  Thank you for choosing Defined Fitness, and we wish you all the best moving forward!
  

  Customer Answer

  Date: 12/27/2024

  [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:12/16/2024

  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 signed up to use Silver Sneakers at Defined Fitness Metro on McCleod NE. They don't offer full disclosure of the contract they want you to sign and you find yourself signing terms and conditions for fees not applicable to Silver Sneakers. Then they offer you a free muscle strength scan which has nothing to do with Silver Sneakers - they offer it to everybody as a way to pressure you to sign a contract for sessions with a fitness trainer, which I didn't want in the first place, but felt entrapped into signing. The 3 month training contract they agreed to cancel, but they are not giving an answer about me giving a refund of my $258.30 for 4 training sessions (only 30 min each) for the 1st month, which I won't use.
  
  I want the initial gym contract I signed cancelled too but they are using the excuse that I can stop using Silver Sneakers at any time. I want no contacts in effect with them.
  
  The main, biggest problem is that they insist you sign electronically but never have physically available the full terms and conditions of any contract, including the "fine print". I'm certain they just want things to be easy, but this is really bad for seniors especially.

  Business Response

  Date: 12/20/2024

  Dear ******,
  
  Thank you for reaching out and bringing your concerns to our attention. We understand the confusion and concerns regarding your Silver Sneakers membership and would like to provide some clarification.
  
  The Silver Sneakers membership is a program covered entirely by your insurance, meaning there are no out-of-pocket costs to you, and we do not collect any payment or maintain card information on file. Your insurance handles all membership payments, granting you access to all amenities across our eight facilities. The only additional cost would apply to personal training services.
  
  After thoroughly reviewing your concerns, we have taken the following steps to resolve the matter:
  
  Refund of Personal Training Services: The payment of $258.30 has been refunded. Please allow 3–5 business days for the amount to reflect on your card.
  Cancellation of Silver Sneakers Membership: Your membership cancellation has been processed and is currently in a pending status, effective at the end of the month.
  For your convenience, we’ve attached the following documents:
  
  A receipt confirming the $258.30 refund.
  Documentation confirming the pending cancellation of your membership.
  
  We sincerely apologize for any inconvenience this matter may have caused and appreciate your patience and understanding as we worked to address your concerns.
  
  Should you have further questions or need additional assistance, please do not hesitate to reach out. Wishing you all the best!
  
  

  Business Response

  Date: 12/27/2024

  ******, 

  The documentation showcasing that your membership was set to be cancelled effective 12/25/2024 was provided in our previous response to you in the form of a PDF. We have provided this original documentation here, along with a second PDF file that shows your membership is showing a status of cancelled effective 12/25/2024. The membership now shows a status of Inactive. 

  Thank you, 

  Defined Fitness Corporate

  Customer Answer

  Date: 12/28/2024

  [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:12/10/2024

  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 have a debt from Defined Fitness although my membership was already expired. I started my membership 2 years ago and it expired last year. I havent used the services at all since my membership ended. Please remove from my credit report.

  Business Response

  Date: 12/16/2024

  Dear Aimee,
  
  Thank you for bringing your concerns to our attention. We understand your confusion regarding the expiration date of your membership and the assumption that it would automatically terminate on that date. To clarify, your 12-month agreement expired on 3/17/2024. However, as outlined in the contract you signed upon joining, term memberships automatically transition to a month-to-month basis after the initial 12-month term has ended.
  
  The contract also specifies that members must initiate a cancellation request to stop future monthly charges, which explains why your membership remained active beyond the expiration date.
  
  After a thorough review of your expressed concerns, we have taken the following steps to resolve the matter:
  
  •Waived the Past-Due Balance: The outstanding balance on your account has been waived, and our records now reflect a balance of $0.
  •Removed the Collection Status: The "returned for collection" status has been removed from our system.
  •Directed Permanent Removal from Collections: We have instructed our collections law firm, Aldous & Associates, to waive the debtor account and permanently remove it from collections. They have confirmed this action has been completed.
  
  For your convenience, please find the following attached:
  
  1. A preview of our email correspondence with Aldous & Associates directing them to permanently remove the debt from collections.
  2. A statement showing the past-due balance as $0.
  3. Documentation confirming the removal of the "returned for collections" status.
  4. Copy of your membership contract with renewal terms highlighted as they apply to a 12-month membership. 
  
  Please note that it takes approximately 30-60 days for credit reporting to reflect according to the changes made. 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! 
  
  

  Customer Answer

  Date: 12/19/2024

  [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:12/04/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Nov 6, 2024 they removed 700 from out bank account. The manager promised me that the money would be replace on two occasions, (See attached)

  Business Response

  Date: 12/06/2024

  Dear *** *** **** **********,

  Thank you for taking the time to share your feedback. We truly value your concerns and are grateful for the opportunity to address them and bring this matter to a resolution.
  We sincerely apologize for the inconvenience and distress caused by the large bank withdrawal. We understand the financial and emotional impact such incidents can have, and it is never our intention to place undue burdens on our members. We are committed to making this right for you.
  

  Effective today, December 6, 2024, we have issued a refund for the personal training draft dated November 6, 2024, in the amount of $773.55. This amount has been returned to the financial account associated with your VISA card ending in ****. Please allow 3-5 business days for the refund to reflect in your account. If you do not see the refund within this timeframe, kindly notify us immediately. For your records and reassurance, a copy of the refund receipt is included with this communication.
  

  We’d also like to acknowledge the actions of our Fitness Manager, ***, who oversees personal training matters at the Rio club. *** promptly submitted a refund request on your behalf, *** **********, through the appropriate channels. To provide transparency, we’ve included documentation of his submission (for privacy of medical details shared with *** as they pertain to reasons for *** ******** discontinuation of personal training, some information has been concealed).
  

  The processing of refunds related to personal training billing concerns is inherently complex due to the high dollar amounts and the detailed review process required. Given the volume of personal training members, these reviews can vary in duration, ranging from one week to six weeks. While we aim to process these matters as quickly as possible, we acknowledge that we fell short of your expectations in this instance, and for that, we deeply apologize.
  

  Additionally, we have verified that your personal training plan has been deactivated to ensure no further billing errors occur.
  Once again, we extend our heartfelt apologies for the inconvenience and appreciate your understanding as we worked to resolve this issue. Thank you for choosing Defined Fitness to support your health and wellness journey. Your trust and support mean a great deal to us.
  

  If you have any further questions or concerns, please don’t hesitate to let us know. 

  Warm Regards, 

  Defined Fitness Corporate Office

• Initial Complaint

  Date:12/02/2024

  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.

  11/30/24 I completed my workout and I spoke with ***** ********* the Assistant Manager @ the Rio Rancho ( 4400 Jager Drive ) location to cancel my membership and he stated he could not cancel it on 11/30/24 and I would have to cancel my membership on 12/1/24 and I told him I would be out of town and he suggested I send him an email on 12/1/24 and I sent the email and received a response today 12/2/24 that in order to cancel my membership I would need to pay for the month of December . I am not under contract, I am month to month, and I want to know why I would have to pay for December, and I won't be attending the gym for services. I am not going to pay for the month of December, and I am not going to be using the services at that gym as I am relocating to another state.

  Business Response

  Date: 12/05/2024

  Dear ********,
  

  Thank you for reaching out and for providing details regarding your recent experience. We sincerely apologize for any inconvenience and confusion surrounding the cancellation of your membership at our Rio Rancho location.
  

  As outlined in our membership policy, cancellations must be submitted by the 25th of the current month to avoid being charged for the following month. Since your cancellation request was submitted after this date, the December monthly dues were automatically applied to your account.
  

  However, we understand your circumstances and appreciate your communication. As a courtesy, we have processed the cancellation of your membership effective immediately and waived the December 2024 monthly dues. No further action is required, and you will not be responsible for any additional payments. For your convenience, we have provided you with three attached documents for your record that show the following: 

  - Proof of membership cancellation

  - Proof of waived December dues

  - Membership contract with cancellation policy highlighted

  We value your time with us and wish you the best in your relocation and future endeavors. If you have any further questions or need assistance, please don't hesitate to reach out. 
  

  Warm Regards,

  Defined Fitness Corporate Office

  
  

  Customer Answer

  Date: 12/05/2024

  [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:11/30/2024

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The monthly rate has increased over $10 each month. I paid $43 in Sept. Oct's bill included the annual maintenance fee so I did not realized that they had increased the monthly fee. November's bill showed the new amount of $53.80. When I called to cancel I was told that no cancellations would be allowed during this "black out period". I learned that from the 25th of each month through the last day of the month (i.e. 30th or 31st) their computer/billing system doesn't allow cancellations. I pointed out that the monthly fee shows up on my Discover bill each 1st day of the month. So I wanted them to cancel me starting 12/1/24. They said I could cancel but they would not be refunding any money since my billing month actually starts on the 25th. That I should have cancelled on 11/24. But I didn't know about the increase, so couldn't make this decision on the 24th. I never received notification regarding this increase but was told an email had been sent. That they try and notify everyone, but they have sooooo many members. I would like a refund for the month of December and a pro-rated refund of the annual maintenance fee.

  Business Response

  Date: 12/06/2024

  ********Hi *********, 
  
  Thank you for reaching out to share your concerns regarding your membership. We want to apologize for any frustration or inconvenience caused by the recent rate increase and the 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, which has been attached for your convenience.
  
  However, we do acknowledge your frustration around the cancellation policy and dues increase, therefore, we have processed your membership cancellation effective immediately as of today, December 6, 2024. Additionally, a refund for your December 1st dues in the amount of $53.80 has been issued. Please allow 3-5 business days for this refund to reflect back in your account. 
  
  We’d also like to confirm that our monthly membership rate increased effective October 1, 2024. Notifications regarding this adjustment were sent via email on September 1, 2024, using a dependable marketing software system designed for mass communication. A copy of the email is attached to this message for your review.
  
  Regarding the Annual Fee charged in October, we understand your concerns. However, this fee is a standard, nonrefundable charge applied to all memberships to support the maintenance and upkeep of our clubs. Since check-in activity was recorded under your membership throughout October, the fee was applied appropriately in line with our membership terms.
  
  We truly regret the inconvenience you experienced and thank you for your understanding. Should you have additional questions or require further assistance, please let us know.
  
  Thank you for being part of our community, and we wish you all the best.
  
  Kind Regards, 
  
  Defined Fitness Corporate Office
  
  

  Customer Answer

  Date: 12/09/2024

  [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:11/20/2024

  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 have a 376 debt to defined fitness the mesa club in Albuquerque nm.
  I had started that membership 2 years ago and it expired last year around October.
  I logged on to their app when my trial was done. And it was over. A year later I have the 376 on my credit report when my membership was over and haven’t used their services since then.

  Business Response

  Date: 11/25/2024

  Dear *****,
  

  Thank you for bringing your concerns to our attention. After a thorough review of your former membership with us, and careful consideration of your feedback, we have taken the following steps to resolve the matter:
  

  - Waived the Past-Due Balance: The outstanding balance on your account has been waived, and our records now reflect a balance of $0.
  - Removed the Collection Status: The "returned for collection" status has been removed from our system.
  - Directed Permanent Removal from Collections: We have instructed our collections law firm, ****** * **********, to waive the debtor account and permanently remove it from collections. They have confirmed this action has been completed.
  

  For your convenience, please find the following attached:

  - A preview of our email correspondence with ****** * **********, including their confirmation of the account’s removal from collections.
  - A statement showing the past-due balance as $0.
  - Documentation confirming the removal of the "returned for collections" status.
  

  Please note that it takes approximately 30-60 days for credit reporting to reflect according the changes made. 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!

  Kind Regards, 
  

  Defined Fitness

  Customer Answer

  Date: 12/03/2024

  [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:11/15/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My member ship expired quite some time ago and I have attempted several times to cancel my membership. Defined fitness keeps turning me away saying "They can't process cancellations at this time" I have not used their services in the end of may 24 and dont want this membership and just want it cancelled already but they are making it impossible to do. Now they are trying to charge me over 200.00 and I do not have a contract with them. I want my membership cancelled immediately. I am not going to pay for services I do not use.

  Business Response

  Date: 11/18/2024

  Dear *****,
  
  Thank you for reaching out and sharing your concerns. We sincerely apologize for any frustration you have experienced in trying to cancel your membership. Your feedback is important to us, and we are committed to ensuring your satisfaction.
  
  We are pleased to inform you that the past due balance of $249.38 on your membership account has been waived. For your convenience, I have attached a PDF that highlights the monthly dues and service fees that were waived, bringing the *** Account Balance Due to $0. Additionally, your membership has been cancelled effective immediately. You will also find a snapshot of your membership now showing a status of inactive provided.
  
  We appreciate your time as a member and regret any inconvenience caused. Should you have any further questions or need additional assistance, please feel free to let us know
  
  Thank you again for bringing this to our attention.