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Business Profile

Exercise Programs

Defined Fitness

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

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

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Defined Fitness has 10 locations, listed below.

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    Customer Complaints Summary

    • 61 total complaints in the last 3 years.
    • 31 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/08/2023

      Type:Billing Issues
      Status:
      Resolved
      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:
      Resolved
      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:
      Resolved
      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.

    • Initial Complaint

      Date:03/15/2023

      Type:Service or Repair Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I have been trying to find my account number to change the payment method on my account, and I have searched everywhere and I have no idea how to access it. I’ve tried placing a request on the website for some assistance and no one has answered me. This information should be easier to access

      Customer Answer

      Date: 05/19/2023

      Verbal response: Have been contacted by business and issue has been resolved.

    • Initial Complaint

      Date:12/06/2022

      Type:Product Issues
      Status:
      Resolved
      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 July 4, 2022 and also subscribed to a 6 month personal trainer program. Unfortunately, the days and times that I was available a trainer was not. I requested a cancellation of the subscription effective November 1, 2022. Defined Fitness stated that they processed the cancellation and that a refund of $395.00 would be applied to my credit card. They stated that it would be processed within 7-10 days. To date, I have not received the refund. I have called several times and the manager states he is looking into why. The last two times I have called, he has not returned my calls.

      Customer Answer

      Date: 01/24/2023

      I would like to inform you that my complaint has been resolved. I did not receive a full refund but have chosen to forgo pursuing additional restitution.

    • Initial Complaint

      Date:11/28/2022

      Type:Billing Issues
      Status:
      Answered
      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.
      Was ready to make a change, so I wanted to get back in the gym since not going since the pandemic. Went back and they said I had a balance. This was not correct as when the pandemic hit I stopped going for safety reasons. Define fitness was very understanding at the time and had told me not to worry about it. That they would stop my account and when I was ready to come back I could. Now it’s been two weeks of a run around of employees telling me the manger would call me to help fix my account. No manager ever called me. I finally went back into Define and the Manager named **** I guess. Was very rude and didn’t care to help me just told me to call collections and pay the balance. He told me what happen in the past was none of his concern. I have always gone to Define for a long time. I’m very disappointed.

      Business Response

      Date: 01/17/2023

      BBB Complaint # ********

      We apologize for any concerns regarding your membership. We value all our members and we
      appreciate any opportunity to better serve our memberships.

      In response to your complaint, Defined Fitness contract agreement states that to cancel a membership
      the member must submit a Defined Fitness Cancelation form in person, by email or by mail. Non-use of
      Defined Fitness facilities does not relieve member from the obligation for payment on any fee described
      in the contract agreement. Upon research we found the following communications regarding your
      membership.

      11/25/22 Member wants to rejoin, account is in collections. Member spoke with front desk
      representative **** *******. **** directed member to Collections Specialist via Phone *************

      11/25/22 Member called club and spoke with **** ********. **** directed member to collections to fix
      her account. Informed the member that they were unable to resign her until collections is paid off or
      sorted.

      11/28/22 Member came into location to speak with manager ******* ******. Member refused to call
      collections to take care of past due payment and wanted the balance to be waived. Manager let the
      member know that if she could produce a cancelation document, the company would be happy to clear
      the past due balance, otherwise the member would have to work with collections on the account.
      Manager offered his email and the collections email and the member left the information at the front
      counter. To date there were not any follow up emails received.

      We have proudly served the fitness needs of our New Mexico communities for over 34 years and our
      excellent reputation has afforded us the opportunity to open four new clubs since 2019. While we are
      consistently voted as the best gym in New Mexico, we continue to look forward for ways in which we
      can exceeding the expectations of our members. We would love the opportunity to help clear your
      membership balance and reinstate your membership should you choose to do so in the future. 

    Defined Fitness is NOT a BBB Accredited Business.

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