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:12/16/2024

  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.
  

• Initial Complaint

  Date:11/03/2024

  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 September 28th 2024 I went into the Juan Tabo location to cancel my membership. I was at the point where I was no longer able to go to Defined fitness as it was far away from where I was moving. I spoke with the representatives at the main desk. I was offered a freeze on my account for three months which I declined. They stated they were sorry to hear me go and I canceled my service. I had my credit card replaced because I lost it and I got a call about a week later from Cindy at ABC financial. She and I spoke and i explained to her that I don't live near the fitness center to go back. She said she would notate cancellation and that i needed to call the actual branch that i signed up at if for. After calling the branch they were extremely unhelpful and said I was required to come drive almost an hour to cancel after making the trip to cancel once already. They stated that the person probably didn't process the cancelation correctly. I finally emailed the corporate team on October 15th whom Selena responded five days later and said that I had to go to the branch but they would make an exception and waive the fee and cancel if I paid and confirmed that they could charge the card for only 53.71. I didn't get this email and read it until October 23rd. I finally drove an hour on October 24th and went to the branch and agreed for them to take the money out. I stated i dont get paid until the 26th. They stated it would come out on the 2nd of November. A charge showed on October 28th. I expected my account to finally be cancelled until three days later they charged me yet again ANOTHER 53.71. I am saddened by the treatment of this company. One that I patronized for three years and would have considered resigning for if and when I moved back to the area.

  Business Response

  Date: 11/08/2024

  We will refund him the October and November dues totaling to $107.42. We have issued the refund today (11/8/24)  and it will take 3-5 business days to reflect back into this account. His membership has also since been cancelled as of 11/6/2024. Below is our response: 
  
  Thank you for taking the time to share your experience with us. We sincerely apologize for the difficulties and frustration you have faced while attempting to cancel your membership at our Juan Tabo location. Your loyalty over the past three years is deeply valued, and it is disheartening to learn that you encountered such challenges during this process.
  
  We regret any confusion caused by the initial attempt to cancel your membership and the subsequent interactions you experienced. Your dedication to resolving this matter is greatly appreciated, and we would like to acknowledge the inconvenience of having to drive a considerable distance multiple times. Our goal is to provide a seamless experience, and it is clear we fell short of this expectation.
  
  To make amends, we will honor a refund for your monthly membership dues for October and November, totaling $107.42. This refund is a gesture of our commitment to resolving your concerns and our apology for the inconvenience caused. Please allow 3-5 business days from November 7, 2024 for the refund to reflect back into your account.
  
  We hope this resolution helps to address some of the disappointments you have faced. Please know that we take your feedback seriously and will use it to improve our processes and communication moving forward. If there is anything further we can do to assist you, do not hesitate to reach out. Thank you again for bringing this to our attention, and we wish you all the best.
  
  

  Customer Answer

  Date: 11/11/2024

  [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:10/29/2024

  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 am 18 years old Hispanic, joined ** in Jan/2024 while in high school, on a verbal notice to the ** rep that I would just join until summer since I was leaving the country to come live with my father. The rep told me to do the 12-month contract mentioning that I would be able to cancel by letting them know. I was visiting the ** regularly. On 6/6/24 I called ** to cancel the membership, the gentleman who assisted instructed to go into the club in person to cancel. On 6/7/24 I went to the club to cancel, told them I was leaving the country, and after they were trying with no success, I was told that they could not process the cancellation at the time. I returned 6/8/24 to the SF in person to cancel, gave my reasons, I was told that the cancellation was processed and that I would receive a confirmation email. That same day I was scheduled for my flight to Colombia. So, I left with certainty that ** had processed my request as needed. A few weeks ago, my sister notified me of a letter received from a collection agency stating that I owe $405.18. I immediately called SF to inquire and was told I had these crazy bills and late fees for a membership that was already cancelled. I again explained my prior visits and negative experience, the rep said he cancelled the membership and that he would refer my case to their finance dept in the corporate office for a refund and that he would notify me. I did not hear back from him. Today I called ** and spoke to another rep, he went and spoke to the manager (Bryan) and came back and said no refund would be provided and to call the collection agency to arrange with them. ** DID NOT CANCEL MY MEMBERSHIP AS REQUESTED IN PERSON ON 6/8/24, THEY TOLD ME IT WAS CANCELLED WHILE I WAS IN PERSON MAKING THE REQUEST. I LEFT THE COUNTRY AND HAVE NO INCOME, BECAUSE OF MY AGE I WAS LIED TO AND TAKEN AVDANTAGE OF. I DID NOT RECEIVE ANY BILLS NOR NOTIFICATIONS OF CHARGES PRIOR TO THE COLLECTION AGENCY. I FEEL DISCRIMINATED, BULLIED AND CHEATED.

  Business Response

  Date: 11/08/2024

  Dear ******, 

  Thank you for reaching out to us regarding your experience with the cancellation of your gym membership. We appreciate your feedback and are here to help address your concerns.

  We have reviewed your case and are pleased to inform you that we have removed the status of collections from your membership account. We have also waived the past due balance that accrued on your account and directed our collections law firm, Aldous & Associates, to waive your debt and close your debtor account effective immediately. We are pending their confirmation of doing so and plan to forward you the email to ********************** upon receipt so that you have it for your records.

  Attached you will find proof of the balance waived in its entirety, along with a snapshot of the email correspondence we have initiated with the collections law firm. 

  We would like to sincerely apologize for the inconveniences you've faced surrounding the cancellation of your membership. Thank you for being a valued part of the Defined Fitness community. We appreciate the opportunity to support
  you on your health and wellness journey, and we wish you all the best in your continued fitness endeavors.

  Customer Answer

  Date: 11/15/2024

  [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:10/23/2024

  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.

  I joined the Define Fitness in Dec 2022 when the Rio Rancho location was opening. I signed my contract but a copy was not provided, no printers. A copy was never sent to me. On October 1, 2024 I received notification my charge card was invoiced 53.71 for my membership. My monthly membership was 32.22. I called the location several times on October 1st before the call was answered. There was a message everyone was busy & to leave a message but the call was disconnected. When someone finally answered, I was told there was a 10 increase to all memberships & an email was sent. I searched my email and the last email from Defined Fitness was on May 7th & checked the Defined Fitness app & no notificaiton. Note my increase 20. I was told to cancel I had to come into the location. I spoke with 3 employess. I finally was given the manager who I explained that I had not been in the gym for over a year due to health issues & wanted to cancel. She FINALLY agreed I could send an email to cancel. I asked her to confirm receipt of the email which she hadn't confirmed for over a day. I followed up in email asking her to confirm again. I called the location many times before someone finally answered & was told the manager was in training & they had no idea when she would be back. I called back the next day and was told the manager went on a break & it was 2 hour break. My husband dove me up to the location & she was there. I was told she could not talk with me & needed to check back later. I had to raise my voice to let them understand I was not going to wait again. The lady in front of me had the same complaint. She finally sent an email canceling my membership but is refusing to refund my money. I requested a copy of the email sent & my contract. Nothing yet. She indicated they were NOT obligaged to notify clients of increases or provide proof the email was sent. Corporate doesn't answer phone & voice mail is full. I have waited 23 days for a copy.

  Business Response

  Date: 11/11/2024

  Please see below is a copy of the email correspondence between **** Birmingham and our Member Service specialist. 

  ****, 
  
  Your questions and concerns are absolutely valid, and I am here to provide any further clarity you need.
  
  Our corporate office leadership ensured that our clubs and their staff received the necessary resources to address questions about the price increase, including copies of emails sent to members based on their price point and membership type. We sincerely regret any conflicting information you have encountered at the club level. Your concerns will be shared with our Director of Sales and Operations, who will work with the general manager and staff at the Hilltop location to resolve this matter.
  
  The details outlined in the email and the insights I’ve shared reflect verified facts, which you can rely on as accurate. I understand how frustrating it must be to lack clarity on this issue.
  
  Regarding your concern about not receiving the email, I’ve verified that the email address on file matches the one you’re using now, so it should be valid within our system. Our marketing software indicates that the mass email distribution was successful. Nevertheless, I completely understand how not receiving this communication resulted in confusion and feelings of deceit about the price increase.
  
  In reference to your original membership agreement, it is not that you never had one; rather, the signed agreement from your sign-up is inaccessible within your membership profile. Following our software conversion, a small number of member agreements—less than 5%—were either corrupted or removed entirely. Unfortunately, your agreement is among this affected batch. The technical team for the new software made us aware of this issue but couldn’t provide specific member names, preventing targeted notifications. For context, our prior software provider unexpectedly terminated their business, requiring us to find, convert to, and implement a new system within a rapid 60-90 day timeframe. While we worked diligently to minimize risks and issues, some challenges were unavoidable. Unfortunately, since I was not in this role during the software transition, I cannot speak to any further backup measures taken at the time.
  
  I hope this provides clarity, and we deeply value your thoughts and feedback as we strive to improve.
  
  Warm Regards, 
  
  ****** *******
  Accounting & Member Services Specialist
  
  
  From: **** Birmingham <[email protected]>
  Sent: Monday, November 11, 2024 8:44 AM
  To: ****** ******* <a*******@defined.com>
  Subject: Re: [External] Cancel membership
  
  Hi ******,
  
  Thank you for responding, providing the email regarding the increase, and providing me with a refund.  I would like to clarify that I did NOT receive the email below and I have been asking for information for 1 month.  I contacted the club on 10/1 the day the fee hit my card.  The last email I recevied from Defined Fitness was in May 2024.  No notifcations in the defined fitness app.  When I went into the gym no signs stating increasing fees.  I was also told by the General Manager at the Hilltop location, there were fee increases in 2023 that they exlcuded me from because I was one of the first members and that is why my membership went up 20.00 instead of 10.00.  However the email below states fees have not gone up since 2015.  I am confused on what is the truthful answer.   
  
  I have been told several scenarios at this point.  Front desk, manager and now finance with all different versions of why.  I tried to call corporate numerious times but all voice mail boxes are full and no one answers the phone.  This doesn't seem like a good way to run a business.  I also am aware there is a new law going into affect that will address issues like this and others where you are forced to jump thru hoops to cancel but the company can increase fees without proper notifications.
  
  I am confused on how the agreement was lost.  Are you saying all contracts prior to December 2023 are lost for defined fitness members?   That seems like a huge software issue.  I work for a software company and this company should have had a roll back plan to recover the lost data.  We NEVER do an update for our clients where their isn't a plan to rollback \ backup of software in place.  This is standard practice for any software.  Even when you update your personal software, the first step is BACKUP.
  
  Does this mean I didn't have a contract with defined fitnes?  In December when the contract was lost why wasn't I notified?
  
  **** ********** 
  On Friday, November 1, 2024 at 09:34:40 AM MDT, ****** ******* 
  
  Hello ****,
  Thank you for reaching out to us regarding your membership contract and the recent price adjustment. We appreciate your feedback and are here to help address your concerns.
  
  To clarify, on October 1, 2024, our membership rates were updated. We previously communicated this change through email, and I have included a copy of that message for your reference. While the standard monthly membership rate was $39.99, your original rate of $32.22 was part of a special promotion when our Hilltop location opened in December 2022. We understand that this made the recent adjustment to $49.99 feel particularly unexpected.
  
  While we attempted to retrieve your original membership contract, we were unable to locate it due to a billing software upgrade that took effect on January 1, 2023. In light of this, we are pleased to issue a refund of your October dues, which were charged at $53.71. This refund is now being processed, and you should see it in your account within 3-5 business days.
  
  Thank you for being a valued part of the Defined Fitness community. We appreciate the opportunity to support you on your health and wellness journey, and we wish you all the best in your continued fitness endeavors. 
  
  PRICE INREASE CORRESPONDENCE: 
  
  Dear [Member’s Name], 
  
  We hope this letter finds you in good health. As a valued member of Defined Fitness, we deeply appreciate your ongoing support and commitment to our fitness community. 
  
  We are writing to inform you of an upcoming change to our membership dues. After careful consideration and a thorough review of our financial requirements for growth and the services provided, we have found it necessary to increase our monthly membership dues. We are proud to share that despite rapid growth, investment in existing clubs and rising expenses we have not increased dues since 2015. By increasing dues now, we can further enhance the member experience and introduce new initiatives aimed at providing even greater value that our members expect and deserve. 
  
  You are currently on a month-to-month membership. Beginning October 1, 2024 your account will automatically update to the new dues rate of $49.99 +tax. You will not need to take any further action. 
  
  We have been serious about fitness for over 35 years and committed to supporting your wellness success and growth. This adjustment is essential to ensure that we can continue to deliver high-quality programs, amenities, resources and new locations. We are excited to share some of the specific benefits your membership will continue to provide and some exciting new additions to look forward to: 

  •                     All memberships include unlimited access to all 8 club locations across New Mexico 
  •                     Free access to all club amenities including Group X Classes, Aquatics Center, and Childcare 
  •                     Option to work with a Certified Personal Trainer and access to state-of-the-art body composition technology 
  •                     Part of New Mexico’s largest fitness community and fastest growing gym 
  •                     Legacy Club Remodels including new equipment, upgraded functional training space, and locker room remodels 
  •                     Better online experience with a new website interface coming in 2024 and a new member app coming soon 
  •                     Brand new Los Lunas location coming in 2025 and more locations to be announced soon 
  
  These benefits, along with many others, are designed to provide value and support to our members. We are committed to continually improving and expanding our offerings to meet your needs and help you achieve your fitness goals. 
  
  We understand that any increase in dues may be a concern, and we want to assure you that this decision was not made lightly. Our goal is to provide exceptional value for your membership, and a fitness community that will be around for years to come. If you have any questions, please see the General Manager at your home club. For additional support you can email  or leave a voice mail at (XXX) XXX-XXXX for member billing. 
  
  Thank you for your continued support and membership at Defined Fitness. We look forward to serving you in the coming years and working together to enhance our fitness community. 
  
  Sincerely, 
  
  DEFINED FITNESS
  
  Warm Regards, 
  ****** *******
  Accounting & Member Services Specialist
  

  Customer Answer

  Date: 11/12/2024

  Hi,

  
  

  I heard back from Defined Fitness last week.  They responded to my additional questions but are saying they do not have a copy of my signed agreement.  They are saying it was lost in a conversion.  

  
  

  Below is the email.  I find it hard to believe that the contract is lost based on the conflicting answers to my questions.  

  
  

  I did receive the last fee charged returned to my card.  I would still like a copy of the agreement but it looks like this may not be possible.  I feel there is something they are hiding in the agreement or would have sent me a copy of an unsigned agreement.  

  
  

  
  

  
  

  ****,

   

  Your questions and concerns are absolutely valid, and I am here to provide any further clarity you need.

   

  Our corporate office leadership ensured that our clubs and their staff received the necessary resources to address questions about the price increase, including copies of emails sent to members based on their price point and membership type. We sincerely regret any conflicting information you have encountered at the club level. Your concerns will be shared with our Director of Sales and Operations, who will work with the general manager and staff at the Hilltop location to resolve this matter.

   

  The details outlined in the email and the insights I’ve shared reflect verified facts, which you can rely on as accurate. I understand how frustrating it must be to lack clarity on this issue.

   

  Regarding your concern about not receiving the email, I’ve verified that the email address on file matches the one you’re using now, so it should be valid within our system. Our marketing software indicates that the mass email distribution was successful. Nevertheless, I completely understand how not receiving this communication resulted in confusion and feelings of deceit about the price increase.

   

  In reference to your original membership agreement, it is not that you never had one; rather, the signed agreement from your sign-up is inaccessible within your membership profile. Following our software conversion, a small number of member agreements—less than 5%—were either corrupted or removed entirely. Unfortunately, your agreement is among this affected batch. The technical team for the new software made us aware of this issue but couldn’t provide specific member names, preventing targeted notifications. For context, our prior software provider unexpectedly terminated their business, requiring us to find, convert to, and implement a new system within a rapid 60-90 day timeframe. While we worked diligently to minimize risks and issues, some challenges were unavoidable. Unfortunately, since I was not in this role during the software transition, I cannot speak to any further backup measures taken at the time.

   

  I hope this provides clarity, and we deeply value your thoughts and feedback as we strive to improve.