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

  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

• 

  Defined Fitness

  1640 Rio Rancho Dr SE Rio Rancho, NM 87124-1092

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:02/01/2024

  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.

  They make it impossible to cancel and I've been charged for February even though I've been trying to cancel since the 30th. $45 is a lot of money to me. I have called and stopped in and left messages only to be ignored. I wish I could charge them my hourly fee for all the time it has taken me to cancel. It's easy for them to take my money, not listen to any complaints or suggestions, be treated rudely and watch my hard earned money pay for people to stand around and ignore me and do nothing - it is a huge effort and inconvenience for them to even check me in or say hello or thanks for coming.

  Business Response

  Date: 02/12/2024

  Please see attached email correspondence.  Mrs. ******** complaint was addressed and resolved.  Her membership agreement was canceled and a refund in the amount of $43.26 has been refunded to her billed credit card. There was a delay in the refund due Mrs. ****** requesting a chargeback from her credit card.  The stop payment freezes our ability to credit the account until the credit card dispute is resolved.  We have moved forward and issued the refund and confirmed her account has been canceled. No further action is needed. 

  Thank you

  Customer Answer

  Date: 02/13/2024

  [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:01/27/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I began a membership with defined fitness Riverside back in January of 2023. The following summer of 2023 I injured my knee that subsequently had to have surgery. I knew I couldn’t cancel my contract but have now come in 4 times in January to cancel it and get the run around and excuses every time. They tell me I cannot cancel if there isn’t a manager available, if it’s on the weekend (I work during the week) there is no manager on site apparently, and now on the 27th, I have missed the cutoff for charging me for an additional month! So I’m at a loss, no one seems to know how to cancel my membership and I continue to be charged. I have already had one knee surgery and am looking at another in the next few months. Can someone please help me?

  Business Response

  Date: 01/29/2024

  Out member services department reached out to Ms. ***** and follow-up with an email. She was issued a refund in the amount of $43.04 back to the original payment type drafted from for January’s monthly dues. As requested her membership was cancelled effective immediately. We apologize that she needed to go though this avenue for a resolution.  

• Initial Complaint

  Date:01/26/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for their service when their new club opened in Rio rancho I then got a job where I was working out of state and continued to pay for the service without using it for well over a year and a half I recently had credit card info change due to an unrelated data breach with another company. I went by the hilltop location near the end of December and I asked for the service to be canceled The representative told me I had to go to the other location where I had signed up and they couldn't help me even though this is the location that's nearest to my home. When I contacted this location by phone they said they couldn't process this over the phone, which I thought was weird because they allowed me to sign up over the phone. I spoke to representative a few days later at the club when I had her chance to go into the location and during that time they charge me for another month, they're continuing to bill me for service that I'm not using and had already asked to be canceled. The manager said he could cancel after I paid the 2 months past due. I told him I didn't think that was fair and I shouldn't have to pay any of the past due because I hadn't been using the service furthermore I've been paying for the service and not using it for over a year and a half so it's not like they're losing out in this situation. Representative agreed to cancel and credit one month's worth of service but didn't have the authority to do more and referred me to his manager **** who I waited for a call back from for 10 plus days and he never called. Finally I called and got a hold of him and he was unwilling to do anything beyond what the first manager offered and told me he would have his accounting department call me by close of business and they were the only ones with authority beyond that 3 days later still no call. I called the billing dept. And now I'm told they will cancel my membership but I have to wait for a call from the manager **** supposedly in the next few hour.

  Business Response

  Date: 01/29/2024

  Our member services department has reached out to Mr. ******* today (February 29, 2023) with a resolution to waive his past due balance for January and cancel his membership, as requested, effective immediately.  We apologize that handled the situation poorly. 

• Initial Complaint

  Date:12/27/2023

  Type:Customer Service 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.

  Fitness has threatened to send a $226.11 (and growing monthly) debt from a membership (I had tried canceling) to a collections agency. I attempted to cancel my membership on 9/22/23 and was told (by an employee at the Mesa location I frequented) that they "couldn't do it at this time and to come back next week “ I explained that I worked on the other side of town and did not live in Abq. anymore. The employee stated “I could go to any location to cancel” On Tuesday 9/26/23 I went to the San Mateo location and was told again “I could not cancel my membership at this time and would have to wait until after 10/1. I explained I didn’t want to wait because I didn’t want to be charged another month plus my annual enrollment fee. The employee told me to call the gym manager to see if there was anything that could be done. I called Mesa location and spoke to ***** the club manager. He stated “he would not charge me for October as long as I came in on the 1st to cancel” 10/01, I went to Mesa Club, I asked for ***** I was told by ******* (General Manager) that he was busy and she could help me. I explained the situation to her and she said the only way they could give me October free is by continuing my membership. I told her that I didn’t live in Albuquerque anymore and had bought my own gym equipment and needed to cancel. I told her I would dispute the October charge because ***** had told me he wouldn’t charge me. She then said since I was disputing she would not cancel my membership and would send it to collections. I had been a member for 2 years and paid faithfully. I’ve even paid for training sessions. I’m disappointed in the way I’ve been treated, when I’ve done everything possible to cancel this membership.

  Business Response

  Date: 12/28/2023

  Ms. ******, 
  
  It is with our regret that we have imposed any inconveniences on you and we sincerely apologize for the confusion regarding your membership cancellation.
  
  In order to rectify this problem, we are happy to cancel your membership effective immediately. Additionally, we will waive the past due balance and refund the October 1, 2023 draft in the amount of $75.32. This refund has been issued today so please allow up to 5 business days to see the refund reflected on your original payment method.
  
  Thank you for your patience and understanding. We wish you the best!

  Customer Answer

  Date: 01/02/2024

  Complaint: ********
  
  I am rejecting this response because:

  The amount charged to my account for October was $118.36. I would like this amount to be refunded. 
  
  
  
  Regards,
  
  ****** ******

   

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  Date:12/18/2023

  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 joined defined fitness for a month while I was in town helping my elderly mother. I was convinced that it was better for me to join the gym for the extra two months and then quit when I attempted to quit today. I was told there was a $100 contract fee in order to cancel my membership. I was never told about this. Every time I go to the front desk to discuss this. There is a new person who knows less than the last person I have attempted to talk to the manager who has referred me back to the front desk. This gym is so poorly managed. I would never have joined it if it weren’t for the terrific instructors that work there I would like to cancel my membership with no penalty. Thank you.

  Business Response

  Date: 12/20/2023

  We are so sorry to hear about this situation, Ms. ******. We see you purchased a 4-week pass on 9/13, then it looks like on 10/18 you signed up on a 12-month contract. Then on 11/28, you purchased a single visit pass. 

  As such, we see that you were not given the best options and we sincerely apologize. Our resolution can be that we cancel your 12-month account effective immediately without applying the buyout fee. Additionally, we will refund you the single visit pass.

  Again, we sincerely apologize and wish you the very best on your fitness journey.

  Customer Answer

  Date: 12/23/2023

  [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:12/04/2023

  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.

  In September 2023 I entered in to contract with Defined Fitness Sandia Club. I figured I'd just pay for a few months while waiting for my new insurance to start in January 2024. To use Sliver sneakers membership.Unfortunately I've become unable to go to the gym at this time. I WOULD LIKE TO CANCEL MY MEMBERSHIP, Ice been trying to cancel starting with my first visit to Sandia Club. So I can use my silver sneakers. I have emailed the club manager several times and called left messages with him also emailed corporate. With no response or email just reminding me to make payment as I canceled that card after a month of trying to contact management. So now I owe $152.83.

  Business Response

  Date: 12/12/2023

  Thank you for bringing this to our attention, Ms. *****. After looking into your account, we apologize for the miscommunication and will waive any past due balance. Additionally, we have canceled your membership effective immediately. Please do accept our apologies and we wish you the very best. 

  Customer Answer

  Date: 12/13/2023

  [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:11/13/2023

  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 filing this complaint because Defined Fitness has sent a $344 debt from an membership (I had tried canceling) to a collections agency. I tried canceling my membership on multiple occasions and was told (by an employee at the location I frequented) that they "couldn't do it at this time". I called the home office twice but was met with hostility when I told them I needed to cancel my membership and was told "the person who can cancel memberships isn't here right now" both times. Ultimately, the card was to expire a few months after these attempts so I paid for another three or four months and made no effort to update to update my billing information when it expired. They tried charging the expired card for roughly 10 months after it had expired and now sent that amount to a collections agency. To my knowledge, I had a month to month contract, not a term contract, so I should have been able to cancel at any time. I had issues canceling a membership with them 5 years ago and was charged each month for three months after that membership was canceled before I finally got them to stop charging it.

  Business Response

  Date: 12/05/2023

  Dear Mr. *******, 

  We are sorry to hear about your unfortunate situation regarding the attempt to cancel your membership, and the ensuing troubles you had with that subsequent billing issue. As such, we will be sure to let those collection agents know we do not hold you to this debt, and will release that from your account. Please accept our apologies.

  Thank you,

  Defined Fitness

• Initial Complaint

  Date:08/08/2023

  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 noticed in the last month that my gym membership had not been charged to my card since March, which was odd. I had not been to the gym in a while so I honestly didn’t notice. When I went in on 8/1/23 the employee informed me I had to pay the membership dues from February to now and a late fee. I agreed but then the employee informed me I would have to contact a different number because it had already been sent to a collection agency. I have since then called that number REPEATEDLY and never gotten an answer. When you stay on the line it transfers to all the defined fitness corporate numbers and extensions , none of which I can get through.

  Business Response

  Date: 05/15/2024

  Defined Fitness was partnered with ******** ********* ********* ** and has since sought out a new business relationship with a more efficient collections law firm, ****** * **********. This collections law firm is dedicated to providing a more user-friendly and customer-oriented experience to those owing a debt. Records show that ******* ****** has since paid debt owed to Defined Fitness with ****** * ********** and it has been resolved.

  
  

  Customer Answer

  Date: 05/16/2024

  [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:07/14/2023

  Type:Service or Repair 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.

  Silver sneakers exercise room, senior citizen exercise room, air conditioner not working. Room was 85 degrees today. Exercisers are sr,. citizens, some on oxygen, and walkers. The heat is very dangerous. They put in 2 small air conditioners that do not cool room down. Wrote to them and they did not respond. Help. It is located on Juan Tab

  Customer Answer

  Date: 07/19/2023

  Verbal Response: They have worked on the problem. They moved the class to a smaller room with air conditioning. 

• Initial Complaint

  Date:04/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/3/23, I visited the Defined Fitness location on Juan Tabo to cancel my membership. I was talked into putting it on a 6 month freeze instead, for which I paid, up front, a $50 + tax fee to do. I did this and was told my monthly membership fees would be put on hold until august. On 3/1/23, I was charged the monthly membership fee. I called the location numerous times, and received little to no information regarding the issue other than it wasn’t done correctly. I was informed that a refund would be coming. On 4/1/23, I was charged a monthly membership fee again. I promptly called the location and was told there was an issue with their billing system that should be resolved soon. I spoke with a site manager twice since then, who assured me accounting was working on it, but have yet to receive a refund for both months. I am seeking a refund for both months as well as the freeze fee I paid up front, and a full cancellation of my membership. I have been a defined fitness member on and off for nearly a decade, and have never received such poor service.

  Customer Answer

  Date: 06/26/2023

  Account closed and refund received.