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

  3301 Juan Tabo Blvd NE Albuquerque, NM 87111-5157

• 

  Defined Fitness

  1700 E 20th St Farmington, NM 87401-4310

• 

  Defined Fitness

  3320 Cerrillos Rd Santa Fe, NM 87507-7205

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: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.

• Initial Complaint

  Date:10/12/2024

  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.

  July 5th I sign up for define fitness membership for a promotional price of $4 for the month of July. And moving forward $47.26 for 12 months. They had me pay the $4 and the $42.96 on July 5th for July and aug payment total of $$46.96. Moving forward in September came around and I just didn’t have time to go to the gym because I’m a college student. I’ve told them if I can cancel my membership . They told me I’m not eligible right now. And I could freeze my account. So, they tried pulling my payment for September. My account didn’t have the amount that day. And I call them that same day and asked why they didn’t pull it. They said they did. And I told them the money is in there. Can I just make a payment over the phone. They said no. I had to go in. So I did. And I get hit with the late fee of $9.50+service fee$23.50 and $42.92 membership fee? I called customer service about this. They were kind enough to waive the service fee. And I paid the $52.46 that day to be caught up for September. And I spoke to the manager. To freeze my account sep 24 to freeze my account. He told me to $10 will be taken out of my acct Oct 1st. I waited for that. And come to find out it’s the 3rd month and I have to pay the annual improvement fee of $39.99+$10 and on top of service fee $23.50? So it $76.46? And I spoke to the office is sign up for membership that I wasn’t aware of the $39.99 and the $23.50. They said it’s in the contract. And I should have only paid$10 to freeze my account for Oct. but now I have to pay $76.46 then being told I’m not eligible to buy out my contract. It’s so frustrating. I’m paying so much for service I’m not even getting now. I’m sure this is happening to a lot others. I just want to get out do this contract. It’s cheaper to just pay a monthly bill of $42.46.. they told me I have 12 business days to pay the $76.46. And now I have a upcoming $42.96 due November 01.

  Business Response

  Date: 10/18/2024

  Dear ********,

  Thank you for contacting us through the BBB. We truly appreciate the opportunity to address your concerns, and we sincerely apologize for any confusion you’ve encountered. We’d like to provide some clarity regarding your membership.
  According to our records, you joined on a 12-month term membership in July. As part of our July promotion, you received a $4 initial sign-up fee and the month of July free, with the prorated amount waived. Additionally, our initial enrollment includes advanced dues collection.
  

  At the time of your sign-up, we collected $47.26, which covered the initial fee ($4 + tax) and advanced dues ($39.99 + tax) for August. As per your contract, the first monthly draft was scheduled for 9/01/2024.
  Our records show that the payment for September’s dues was declined due to insufficient funds, resulting in a $23.50 service charge per the terms of the contract. However, as a gesture of goodwill, we waived this service fee, and only the monthly dues plus a $9.50 late fee were collected on 9/24/2024, totaling $52.46.
  

  Regarding your October freeze, our records show you activated it during your visit on 9/24/2024. While the $10 freeze fee pauses your monthly dues, it doesn’t apply to the annual fee, which is charged 60-90 days after your sign-up. This is why the amount owed for October includes the annual fee, totaling $52.96. We are happy to waive the service and late fees for this month as an additional courtesy.
  

  When it comes to cancelling your membership, you are welcome to do so at any time. However, as your contract is for 12 months, a $100 buyout fee applies for early cancellation. Alternatively, this fee won’t apply after your contract ends on 7/31/2024. Please note that all cancellation requests must be submitted by the 25th of the month to avoid being charged for the following month.
  

  To summarize, if you'd like to proceed with cancelling your membership, we will need your authorization to collect the past due amount for October and the buyout fee, totaling $160.40. Without this, we are unable to process the cancellation according to the terms of the contract.
  

  We’re here to help, so please feel free to reach out if you have any further questions or need additional assistance. Thank you again for allowing us the chance to clarify this for you.

• Initial Complaint

  Date:10/11/2024

  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 a defined fitness member for a few years now. I recently got my son a membership as well so he can start his fitness journey. I have had no issues until now. Once I got the email stating that prices will be going up, I immediately called and ask to cancel both memberships. It's not something I'm willing to pay nor afford at this time. This was a few days before the new charges in October. I was told I had to call back to talk to a manager because one was not available. I then called back to only be told that I had to do it in person, which is ridiculous. Customers should not have to jump through hoops just to cancel their membership especially when it's not this difficult to sign up. I physically go in to cancel both memberships but I can't because it's not the new month yet, it's passed the 25th and I'll be charged anyway. I shouldn't have had to pay because I missed the 25th of month by a couple of days. I want a refund, both memberships canceled and for this to be over with.

  Business Response

  Date: 10/18/2024

  Dear ******, 
  
  Thank you for reaching out and sharing your concerns with us through the BBB. We genuinely apologize for any inconvenience you experienced while trying to cancel both you and your son Christian’s memberships. Your satisfaction is our priority, and we are committed to making sure our members have a positive experience, even when parting ways.
  
  We’re happy to let you know that we’ve processed a refund for the October dues totaling $107.60, which includes both memberships ($53.80 each). Please allow 3-5 business days for the refund to reflect in your account.
  
  Additionally, we’ve successfully cancelled both memberships, and their status is now updated as inactive, and proof of this was provided to you via email from our Accounting/Member Services Specialist, Ashley Segovia. If you have any further questions or need assistance, please don’t hesitate to reach out—we’re here to help.
  
  We truly appreciate you for being a member of Defined Fitness and hope to regain your trust in the future. Until then, we wish you the very best in your future health and wellness journey. Have a great day! 
  
  

• Initial Complaint

  Date:09/01/2024

  Type:Product 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 2 different occasions I have gone into the gym to cancel mine and my minor daughter's gym membership only to be turned away being told because of processing my memberships cannot be cancelled and told to come back. This is purposely done in hopes that customers will give up and Defined Fitness can continue to charge them fees for nothing! I was charged 151.92 on 08/12 and 150.36 on 09/01 to a new debit card that Defined fitness was not authorized to charge. I have paid this gym for over 14 months and only used 1 day in that time. I want my memberships cancelled and 302.28 refunded to me.

   

  I had a 12 month agreement for myself and my daughter which ended June 30, 2024. I was charged 86 a month. Went to cancel my membership and was told it could not be done because payment was being process. They have charged my debit card 150 in Aug and 150 in Sept on my debit card that number 1 they have not been authorized to use and number 2 overcharging me for what I have no idea. Defined fitness tries to make it impossible to cancel membership so as to keep billing customers. I have paid over 1200 in a year for nothing, I want my money back for Aug and Sept and my membership and my minor daughters membership cancelled immediately with no more run around from this company continuously telling me to come back a different day. They are using these tactics to steal money from people or hope the people will just give up
  

  Business Response

  Date: 09/09/2024

  Ms. ********, 

  We attempted to reach you at the phone number provided but were unable to get through. Shortly after the attempted phone call, we followed up with an email response that echoes our following response to your concerns laid out in your BBB case. 

  We would like to apologize for the inconveniences you faced when attempting to facilitate the cancellation of yours and your daughter, Ariana's, gym memberships. For some color, there are several terms falling under our cancellation policy, and one of them is that we require any cancellation request to be initiated between the 1st and 25th of the current month to be effective for the subsequent month. If your attempts fell within these dates, then we acknowledge that we simply did not assist you properly and would like to offer you some resolution. 

  After reviewing both yours and Ariana’s memberships, I am also able to provide you with insight as to the amounts that were charged on 8/01/2024 and 9/01/2024. Please see the following: 
  
  -8/01/2024: $151.92
  Membership Dues: $42.96 (x2)
  Late Fee: $33.00 (x2)
  

  -9/01/2024: $150.36
  Membership Dues: $42.96 (x2)
  Annual Fee $32.22 (x2)
  

  I have attached a PDF file of both yours and Ariana’s invoices as recorded in our system for support for the above information given. 
  
  We are aware that you wish to have cancelled your membership prior to 8/01/2024 and are happy to process the cancellation of both memberships. Further, we would have liked to process your request for a refund of the amounts listed above; however, we are now showing a dispute has been filed for both the 8/01 and 9/01 invoices on both memberships for these amounts. Sadly, this means that we are unable to process any refunds at this point because the invoices have been reversed, are now showing outstanding, and there is no monetary value associated with them to allow for a refund to be processed. You will most likely be credited these transactions back by your bank/credit card company after their review. 
  

  To confirm, the way in which we are able to move forward and, have since done so, is waive the outstanding balance that now exists on both membership accounts and cancel both effective immediately.
  
  Again, we apologize for the inconveniences this situation has imposed on you and hope that you can find comfort in knowing that your request for the cancellation of both memberships has been processed. Thank you for your patience as we worked through this, and we wish you a great day!
  

  -Defined Fitness Corporate

   

• Initial Complaint

  Date:07/14/2024

  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 am Canadian, however my fiancé is New Mexican. I was here for 2 months last year and got a membership that he helped me get. When I left back to Canada he went to cancel it but they told him I had to do it which at that point was impossible I was no longer in the country. We were communicating via email for a brief period to try and cancel but define fitness made it very difficult. Now I am stressed out because they have charged me like 405$ and are about to send it to creditors. I’m unsure what this charge is as I have not been in the country since October last year. Knowing if you are late for one payment they don’t allow you to enter the gym it seems extremely sketchy of the business to charge me continually for something I have not been able to use. I don’t know what the charges are even from but I think they need to make it easier for people to cancel before they just charge outrageous fees and then send it to creditors. I tried to cancel without physically being in the country there was only so much I could do. If it’s a late fee I owe for a month I was here I will pay but any time I’ve been out of the country and charged I should not owe anything and will not pay and would like to get this resolved

  Business Response

  Date: 07/26/2024

  Hi there ********, 

  Thank you for raising your concern and giving us the opportunity to assist you. To provide a bit of insight on why the balance was at $405 is because the membership that we show you signed up for during your time here was a 12-month contract, which means the member agrees to commit to 12 monthly payments and any cancellation of the membership prior to its expiration date results in a $100 Buyout Fee. Our memberships will bill monthly despite usage of the facilities if they are not cancelled out, as per the contract terms. Further, our policy and procedure regarding memberships that accrue a past due amount consisting of up to 3 months are sent to collections and our 12-month contracts are sent at their full contract value. This means that a 12-month contract will be sent to collections not only for the past due balance of 3 months, but the remaining future invoices that the member committed to upon signing the agreement. 

  Nonetheless, our Accounting department has reviewed your membership account and moved forward with waiving the past due balance that accrued on the account. They have also reached out to our collections law firm, ****** * **********, with direction to waive the debt and close the debtor account. At this point, ****** * ********** will report to the credit bureaus that the debt has been rescinded on behalf of the merchant (us). Please allow 4-6 weeks for this to reflect on your credit report. 

  We acknowledge that you received less than sufficient support in terminating your membership with us and apologize for the inconvenience it has imposed. We hope you find comfort in the steps taken toward resolving your concern. Despite your short time with us, we are grateful for you as a member and wish you the best in your future endeavors. Have a great day! 

• Initial Complaint

  Date:06/25/2024

  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 was a member at Defined Fitness for some time. I was basically bought into the membership even as i did not want it because i use another gym location. Whatever. I called to have my membership cancelled. They said i needed to go in to cancel. Okay. I went in. Talked to a gentleman at the location i went to, and he said my membership would be cancelled. Over the next few months, i kept getting attempts to charge for a membership i was told was cancelled. I did not allow for it to go through. Recently I've been receiving threatening calls from a collection agency to pay over 500$ for a membership i was told was canceled???? No. We are NOT doing that. Defined Fitness is an absolute PREDATOR of a business. When you are told your account is cancelled, and now its sold to collectors for that high of an amount AND they are threatening you? Not okay.

  Business Response

  Date: 07/11/2024

  Our records show that member joined online on 11/26/2023 and opted into a 12-monh contract membership. We do not have any record of member’s attempt to cancel, which would have been a signed cancellation form or a collection of the $100 Buyout Fee that would have been applicable. Without proof of cancellation attempt, we are authorized to hold the member accountable according to the agreement they signed—that is, we have the right to pursue collection attempts of funds rightfully owed when monthly payments are not fulfilled. We also show that the member was late for payment in January 2024, with the past due balance accruing in February 2024.
  
  
  12-month contract memberships that accrue a balance after 120 days are sent to collection at the full contract value (meaning the entirety of monthly payments that the member would have been obligated to when opting into a 12-month contract). However, we would be willing to only collect the balance accrued after 120 days, which consists of the following: 
  -2/01/2024: $42.96 
  -3/01/2024: $42.96
  -4/01/2024: $42.96
  -5/01/2024: $42.96
  
  us why here...

  Customer Answer

  Date: 07/12/2024

  I went into the San Mateo/Mcleod location and asked for cancellation. Male manager there gave a verbal confirmation, nothing written. 

• Initial Complaint

  Date:06/20/2024

  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 was just charged $152.08, I called immediately trying to cancel my membership as my work has taken me elsewhere & was told I have to come in physically to cancel before the 25th or I’ll be charged more fees. I never attended the gym location as their records can show, as I said my work moved me elsewhere.
  Evidently the website screwed up & created two accounts, which they did not catch, therefore the extremely high charge. I called the manager & was told they’ll see what they can do, which doesn’t sound reassuring.
  I have read horror stories on the internet on how impossible it is to cancel your membership here since & with that knowledge I never would have joined.
  
  My account is currently in the negatives & I just want a refund as I never even used the services. I will be unable to pay my upcoming bills due to this.
  I believe I am entitled to a refund.

  Business Response

  Date: 06/24/2024

  Located duplicate agreement ********** and have cancelled it effective immediately. We have refunded ***** ******** account as follows: 
  -Initial Payment: $5.44
  -6/01/2024 Draft: $76.04 (Monthly Dues: $43.04 + Late Fee: $9.50 +Service Fee: $23.50)
  -Refund total on this account: $81.48
  
  Located intended agreement ********** and have cancelled it effective immediately. We have refunded the following on this account: 
  -6/01/2024 Late + Service Fee: $33.00

  Further: Cancelled effective immediately without the $100 Buyout Fee

  
  Member has been refunded a grand total amount of $114.48. The 6/01/2024 monthly invoice of $43.04 is the only amount we have not refunded, as member is obligated per our agreement terms to fulfill the monthly payments regardless of use of the facilities; however, we have honored their cancellation request and honored exception to the $100 Buyout Fee that would have been required for cancellation. 

  Our account specialist also reached out to the member via phone to get in touch and notify of action taken but did not get through. Left VM on 6/21/2024 @ 4:57pm.
  

  
  

• Initial Complaint

  Date:05/01/2024

  Type:Customer Service 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 not been to Defined Fitness for over a year now and due to life circumstances, I have not been able to make it into the gym to cancel my membership. I have tried several times within the past year to cancel my membership but I am always directed to go into the gym to cancel. I tried calling and emailing my home gym and the corporate office to have this resolved. However, due to my current circumstance, I cannot make it to the gym to cancel. When I try to explain how hard it is for me to go into the gym to cancel, I get ignored by both manager of the gym AND corporate
  
  Just to be clear- I do not want my money back for the times I've tried to cancel. I just want the membership over and done with.

  Business Response

  Date: 05/03/2024

  I am reaching out after receiving notice of your membership concern. As it turns out, you have been experiencing difficulty getting your membership cancelled. It’s my understanding that you are unable to visit our clubs due to medical reasons and you have not been provided proper assistance to have your request for cancellation honored. 
  
  I would like to personally extend apologies on behalf of Defined Fitness. We understand that this must be frustrating and we regret to have imposed any inconveniences on you. We have cancelled your membership effective today, 5/03/2024. Below you will find proof of the membership now showing a status of inactive for your records. Further, we have issued you a refund for the membership dues that were recently drafted on 5/01/2024. The refund totals to an amount of $75.18 and will be returned to the **** card ending in ****. Please allow 3-5 business days from today’s date for processing. 
  
  We hope you find comfort in this resolution offered and wish you the very best in your future endeavors. 
  
  
  
  

  Customer Answer

  Date: 05/07/2024

  [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,
  
  
  ******** ****