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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

    • 60 total complaints in the last 3 years.
    • 30 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: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. 

    • Initial Complaint

      Date:06/07/2022

      Type:Product 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.
      The billing department is pulling out random amounts from my bank account stealing my money after I had canceled and closed my account and they told me I would not be charged any more for that account then one month later they pulled 75 dollars from my bank account from the closed account. They are stealing money from me.

      Business Response

      Date: 08/12/2022

      Response DateAugust 12, 202
      RespondentDaniel L**** – Defined Fitness Director of Sales and Operations
      Complaint ID********
      In reference to the above complaint/statement regarding Mr. ********* we have researched the account and have determined that Defined Fitness was not at fault in this situation. The money deducted from the account for Mr. ********* on June 1, 2022 was for a defaulted payment in April from the checking account provided. I attempted to call Mr. ********* on 08/12/2022 and after stating my name and title the line was disconnected.  At this time the matter is closed on the end of Defined Fitness as we have determined no further action is needed. We recommend Mr. ********* research his checking account to verify the payment for April never posted. 
      Thank you for allowing us the opportunity to respond.  
      Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved. 

    Defined Fitness is NOT a BBB Accredited Business.

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