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

  5850 Eubank Blvd NE Ste B20 Albuquerque, NM 87111-6121

• 

  Defined Fitness

  8020 Central Ave SW Albuquerque, NM 87121-2180

• 

  Defined Fitness

  4400 Jager Way NE Rio Rancho, NM 87144

• 

  Defined Fitness

  3301 Juan Tabo Blvd NE Albuquerque, NM 87111

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:03/12/2026

  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.

  The statements signed on keypad covered as shown below, the entire contact and attachment was not disclosed/offered for review prior to the collection of payment. According to time stamps of both actions and any security tapes (that should be available for review at any court proceedings). It should clearly show that a prior review of complete contract with attachments did not happen. That it would be impossible to review the total so called agreement prior to the fund collection. So therefore, the undersigned statement saying Customer acknowledges that Customer has read, understood and agreed with all terms and conditions of this agreement is a forced false statement, for Defined Fitness did not produce the full contract to the Customer for review before payment. Falsifying the agreement. Now your statement states REFUND POLICY is There is no refund. Since the full agreement was not disclosed prior to the collection of payment (supported by timeline). I feel a full refund of $84.88 is the proper resolution to this problem. Never did the person selling the agreement showed concern of what I wanted, nor asked if I wanted to pursue the purchase after a review of the complete agreement. Apparently, her financial needs which show on the receipt of payment, out ways the want of the customers. Considering commissions is showing 100%. Before any scheduling or any service performed, I said I do not want this agreement, to cancel it and refund my payment. They refuse.

  Business Response

  Date: 03/12/2026

  Dear REMOVED,

  Thank you for bringing this matter to our attention. We take your concerns seriously and appreciate the opportunity to review the situation. At Defined Fitness, we strive to ensure that all members feel comfortable, informed, and supported throughout the enrollment process. We sincerely apologize that your experience did not meet these expectations.
  

  In good faith and to help resolve this matter promptly, the 3-Pack Training purchase referenced in the complaint has been fully refunded. You can expect the refund in the amount of $84.88 to be reflected in the account within 35 business days, depending on the processing time of the financial institution.
  

  Please see the attached documentation for your reference, where the refunded amount has been highlighted in yellow.
  

  Defined Fitness remains committed to maintaining clear communication and providing a positive experience for all members. We appreciate the opportunity to address this concern and thank you for being a valued member of Defined Fitness.

  Customer Answer

  Date: 03/14/2026

  [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 REMOVEDand find that this resolution is satisfactory to me.  I will wait for the posting of the credit to my account.
  
  Regards,
  
  REMOVED

• Initial Complaint

  Date:01/28/2026

  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.

  On 12/22/2025, I charged $1,289.25 on my credit card for a package of 24 training sessions. The trainer and trainer manager at their Rio facility have lied on several occasions. The saga began November 2025 and has not yet been resolved. On 01/14/2025, I spoke to a regional manager located at the REMOVEDfacility and the REMOVEDin REMOVEDand was told by the regional manager that he was going to investigate my claims and get back to me at the end of the day on Friday, 01/16/2025. He said he would call, which he did not. I asked him to also send me an email and he agreed and did not. More lies. Since then, I have been locked out of my account and could no longer send messages, and resorted sending via REMOVED. No response. I am trying to resolve the issue with Defined Fitness, but they will not respond. If you can please get their Regional Manager to respond, I would appreciate it.

  Business Response

  Date: 01/29/2026

  Dear REMOVED,
  

  Thank you for contacting us and for providing the opportunity to address your concerns regarding your personal training package. We sincerely apologize if your experience did not meet our service standards. Our priority is always to provide our members with a positive and professional experience.
  

  We understand that your assigned Fitness Manager adjusted your trainer assignment in an effort to ensure a better fit and to allow you to complete your remaining sessions. We acknowledge that you were dissatisfied with this change, and we regret any frustration this may have caused.
  

  Regarding your refund request, it was initially denied in accordance with the terms of the signed Personal Training Agreement. As outlined in the agreement, Defined Fitness reserves the right to change personal trainers when necessary, and all personal training purchases are non-refundable. A copy of the signed agreement is attached for reference.
  

  On January 14, 2026, our District Fitness Manager and REMOVEDteam attempted to contact you by phone. We understand that calls from unrecognized numbers may not be answered, and we acknowledge that follow-up communication should have been provided via email. We apologize for this oversight.
  

  As a courtesy and in recognition of the inconvenience you experienced, approval has been granted to refund the full amount of $1,289.25, corresponding to the personal training package purchased on December 22, 2025.
  

  Please note that a chargeback in the amount of $1,289.25 was submitted on January 12, 2026. Due to this chargeback, the refund process may take longer than standard processing times, as the chargeback must first be resolved before the refund can be completed. Defined Fitness will continue to provide updates via email to ensure clear communication regarding the status of the refund.
  

  We appreciate your patience and understanding as we work toward final resolution. Should you have any additional questions or require further assistance, please do not hesitate to contact us.

  
  

  Customer Answer

  Date: 02/11/2026

  02/11/2026 Update: I reached out to my credit card company and they advised that they had not received anything yet and to keep my hold on the credit.

  Date Sent: 1/30/2026
  Complaint ID REMOVED
  
  I appreciate that they have agreed to issue a credit, but I am refusing to close the complaint until I need to receive the refund on my credit card.  Last night, via email, I responded to their representative late yesterday telling her that a credit must be issued for the bank to reverse the dispute that I submitted.  I have not gotten any response to that email.  See email thread below.  I am concerned that they will not resolve this issue with the bank by saying that I need to do something.  They need to contact REMOVEDto advise that they are issuing a credit and resolve their own internal systems to do so.  Also, their characterization of what happened is untrue.  I did speak for 40 minutes with their district manager on January 14 and he promised to call me AND email me on January 16 and did not.  That is why I filed this claim.  No one called or emailed me that my refund request was denied.  (Verified in my call logs and email inbox and spam).  This misrepresentation and the many other misrepresentations by 5 different people in the organization is concerning to me and why I need to keep this complaint open until they process the credit.
  
  Follow-Up Regarding BBB Response and Refund Status
  Inbox
  
  REMOVED<REMOVED>
  Jan 29, 2026, 6:46?PM (15 hours ago)
  
  to me, REMOVED
  
  Dear REMOVED,
  I am writing to follow up regarding the information recently provided in our response to the Better Business Bureau concerning your personal training package.
  As outlined in the BBB response, your initial refund request was reviewed in accordance with the terms of the signed Personal Training Agreement. While personal training purchases are non-refundable per policy, Defined Fitness approved a full refund of $1,289.25 as a courtesy due to the inconvenience you experienced.
  We also want to reiterate that a chargeback in the amount of $1,289.25 was submitted on January 12, 2026. Because of this, the refund process may take additional time, as the chargeback must be fully resolved before the refund can be finalized. Once that process is complete, the funds will be returned to the original method of payment.
  Going forward, we will continue to communicate with you via email to ensure you receive clear and timely updates regarding the status of your refund. Please allow additional processing time due to the involvement of the financial institution.
  If you have any questions or need further clarification, please feel free to reply directly to this email. We appreciate your patience as we work toward full resolution.
  Sincerely,
  
  
  REMOVED
  Member Service Manager
  
  P: REMOVED 
  E: REMOVED
  
  REMOVED<REMOVED>
  Jan 29, 2026, 7:30?PM (14 hours ago)
  
  to REMOVED
  
  
  Thank you REMOVED.  REMOVEDadvised when I filed the dispute that if a credit is issued in the same amount as the charge, the dispute will be automatically be withdrawn.  That said, I am sure you know the processes better than I and expect that you should be able to resolve it with REMOVEDin a timely manner.
  
  Regards,
  
  
  REMOVED

  Business Response

  Date: 02/12/2026

  Dear REMOVED,
  

  Thank you for your continued patience.
  

  I sincerely apologize that the refund process has taken longer than anticipated. As previously discussed via both email and phone, a chargeback in the amount of $1,289.25 was filed with your financial institution on January 12, 2026.
  

  When a chargeback is initiated, the disputed funds are automatically withdrawn and placed under review by the cardholders issuing bank. During this time, we are unable to independently process a refund, as the transaction is formally under the jurisdiction of the issuing bank. The chargeback must first reach a final determination and be officially closed before any refund can be completed on our end.
  

  We have remained in consistent communication regarding this matter. We spoke on January 30, 2026, I left a voicemail on February 10, 2026, and we spoke again on February 11, 2026, to discuss updates. Additionally, I provided written updates via email on January 29, January 30, and February 10 confirming that we must wait for the chargeback process to conclude before proceeding with a refund.
  

  At this time, the issuing bank has rejected the initial dispute response and moved the case into the pre-arbitration stage. This means the chargeback remains open and has not yet reached a final determination. The review process is still ongoing under card network guidelines, and timelines are dictated by the issuing bank and card network. While we continue to monitor the case closely, we do not control the duration of this review process.
  

  Please know that we are actively tracking this matter and will provide updates as soon as additional information is received. Once the chargeback is officially resolved and closed, we will immediately take the appropriate next steps regarding the refund.
  

  We appreciate your patience and understanding as this matter proceeds through the required banking process.

  Customer Answer

  Date: 02/13/2026

  Complaint ID REMOVED

  I am happy that Defined Fitness has agreed to issue a refund and understand that they are experiencing an issue with their service provider to remove their initial rejection.  That said, advisors at my credit card company have advised that I keep the dispute open until the credit is issued.  If there is any issue with Defined Fitness getting their service to comply with their request, I would not be able to create another dispute to hold funds.  I rejected this reason not because I am unhappy with the response, but that I have no control over Defined Fitness' ability to get their rejection processed.  If I were to accept it, it would close this claim and I would open a new one.  

  
  
  
  Regards,
  
  REMOVED

   

  [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:12/09/2025

  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.

  Hello,
  
  I was shocked to receive a phone call from a legal firm wanting to collect over $400 for dues that I do not owe. I requested that my membership be cancelled but after receiving this phone call I found out it was not cancelled and I still owe for a membership that I did not utilize, thinking it was closed. I had no knowledge of my membership not being cancelled. I feel I do not owe over $400 due to the mishandling of my membership cancellation.

  Business Response

  Date: 12/11/2025

  Dear REMOVED,
  

  Thank you for reaching out to share your concerns regarding your membership cancellation. We sincerely apologize for any frustration or inconvenience that may have resulted from misunderstandings surrounding our cancellation process.
  

  To provide clarification, our policy requires that a cancellation form be submitted by the 25th of the month for the cancellation to take effect for the next billing cycle.
  

  Upon reviewing your account, we found no record of a completed cancellation form; however, we did note that a card update was submitted on 08/09/2024. Because no cancellation documentation was received, the account continued to bill, resulting in an outstanding balance.
  

  As a courtesy, we have taken the following steps:
   - Waived your past-due balance
   - Removed your membership from collections status
   - Canceled your account
  

  Your account is now in good standing with a balance of $0. For your convenience, we have attached documentation confirming your updated membership status.
  

  We regret any inconvenience this situation may have caused and appreciate your understanding.
  

  Thank you for being a part of Defined Fitness. We wish you all the best in your future endeavors.

  Customer Answer

  Date: 12/12/2025

  [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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:12/08/2025

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I are members of Defined Fitness Hilltop. While I was receiving a REMOVEDfrom one of their trainers. One of their employees sitting by my wife stuck in front of here an I-pad device and asked to sign it. Without realizings what she was about to do, she signed the I-Pad committing us to. $429 plus change. On several occasions prior to my wife signing I told REMOVEDthe club manger and Cloe the club general manager that my wife had dementia. In fact I brought a copy of my wifes diagnosis from her neurologist to our primary care physician and handed it to them that she had dementia and she does not realize what she e signs. When I realized that Defined Fitness had done I disputed the charge with my credit card company. The club through REMOVEDtold me that they would extend the training period. That was not what I asked for. What I told REMOVEDand Cloe on several occasions was not to extend the training period, but to refund to me the $429+ that they card my credit card. Over the last couple weeks I asked REMOVEDif she heard back from their home office about the refund. She told me they are still evaluating things. It should not take 3 weeks to refund the charge made by my wife. After I realized what my wife had signed I asked her if she remembered signing something, to which she had no memory. It is ashamed that Defined Fitness as part of their business plan is ready to take advantage of a member who has dementia.

  Business Response

  Date: 12/10/2025

  Dear REMOVED,
  

  Thank you for reaching out to share your concerns regarding your wifes (REMOVED) Personal Training Agreement. We sincerely apologize for any frustration or inconvenience caused by any miscommunication surrounding this agreement.
  

  To clarify, Personal Training (PT) agreements cannot be signed on our iPads, as those devices do not have access to the required documents. All PT agreements are reviewed and signed in person with a Personal Trainer at our front desk. During this process, each section of the agreement is explained thoroughly to ensure full understanding. Please know that Defined Fitness is committed to supporting our members with transparency, education, and confidence as they begin their personal training journey. We would never intentionally take advantage of any member.
  

  Regarding the agreement in question, your wifes signed Personal Training Agreement states:
   - The PT agreement automatically renews at the rate of $429.75, three months from the original purchase date.
   - Cancellation of the renewal and/or any additional payment schedules requires submitting a Cancellation Form at least 10 days prior to the next billing cycle.
   - Any payments due prior to the effective cancellation date must be fulfilled.
   - The agreement includes a three-month term obligation that must be completed before cancellation can occur.

  This information is outlined in the signed contract, which has been attached for your review.

  Our Fitness Manager and General Manager have been diligently working to resolve this matter. Because this is a special case involving a refund, there are specific procedures and documentation requirements that unfortunately take additional time. However, I want to assure you that both managers have been actively working toward a resolution.
  

  In consideration of your wifes situation and to best support her, the following actions have been completed:
   1. The PT agreement was deactivated on 11/14/2025, prior to the end of the three-month term, ensuring no further charges were processed.
   2. The refund has been approved. Since a chargeback was initiated, the refund will be issued directly by your banking institution.
   3. The chargeback created an overdue balance of $429.75, which has been waived, restoring your wifes account to good standing.
   4. The chargeback process is already underway, and you will see the refunded amount issued by your bank.
  

  For your convenience, we have also attached documentation confirming that services were returned, the account reflects a recurring chargeback status, and the membership has been deactivated.
  

  We sincerely regret any inconvenience this situation may have caused and appreciate your patience and understanding. If you have any further questions or require additional assistance, please do not hesitate to contact us.
  

  Thank you for being a valued part of Defined Fitness.
  

  
  

• Initial Complaint

  Date:11/20/2025

  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.

  In October 2024, I used my Presbyterian Health Plan benefits to sign-up for a membership with Defined Fitness Capital (DFC) in Santa Fe, NM. I did not use the membership more than a few times and decided to not renew the membership. In October of 2025, I was automatically billed ($43.26) along with a late charge ($9.50) and a service charge ($23.50). By this time my credit card information on file was outdated with DFC. I learned about these charges through a company called REMOVED. They called me several times and sent me an email on 11/18/2025. I did not know who they were. I was told that my past due fees would be referred to a collection agency if I didn't pay the amount owed. I called the business and was told to call Defined Fitness Capital to drop my membership (Account # REMOVED). When I called DFC, the person I spoke with said he could not cancel my membership until the past due amount was paid. I just want my membership cancelled and the account to reflect a balance due of $0.00 please. Thank you

  Business Response

  Date: 11/21/2025

  Dear REMOVED,

  
  Thank you for taking the time to share your concerns with us. I’m very sorry for the confusion and inconvenience this situation has caused you, and I appreciate your patience while we reviewed your account.

  
  Upon review, we confirmed that the signed membership agreement on file indicates that the membership is an auto-renewable subscription, and that these terms were acknowledged at the time of enrollment. Because of this, billing continues until a cancellation request is submitted, even if the facility is not being used.

  
  That said, we certainly understand how frustrating this experience has been, and we want to make things right. As a courtesy, we have waived the entire past-due balance, and your membership has been cancelled effective immediately. Your account now reflects a $0.00 balance, and you will not receive any further billing or collection notices regarding this membership.

  
  If there is anything more we can do to assist you, please don’t hesitate to let us know. We truly appreciate you bringing this to our attention.

  
  Warm regards.

  Customer Answer

  Date: 11/21/2025

  [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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:10/06/2025

  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 signed up for defined fitness in April of 2024, I paid a 12 month contract through April of 2025. They are saying I owe them $349 even though I fufilled paying my 12 month contract. I continued to be told I owe money each month outside of the 12 month contract and no longer used the gym.

  Business Response

  Date: 10/08/2025

  Dear REMOVED,
  

  Thank you for bringing this matter to our attention, and we sincerely apologize for any confusion or inconvenience caused regarding your membership term and automatic renewal cancellation process.
  

  Per the agreement you signed online:
  “The membership will automatically renew at the indicated rate on the indicated date. Cancellation of renewal and/or additional payment schedules set forth by this agreement will require the submission of a cancellation form no later than the 25th of the month for the subsequent billing cycle.”
  

  For your reference, a copy of your agreement has been attached.
  

  We understand there was some confusion surrounding the final steps needed to complete your membership cancellation after your term ended. To ensure this matter is resolved, we have taken the following actions:
  

  - The outstanding balance of $349 has been waived in full.
  - Your account has been removed from collections.
  - Your membership is now closed and cancelled.
  - No further action is required on your part.
  

  We are committed to providing a positive experience for all members and apologize that your experience did not reflect our standards. We truly appreciate your patience and understanding as we worked to resolve this issue.
  

  If you are satisfied with this resolution, we kindly ask that you update your BBB complaint to indicate that the matter has been resolved. Please don’t hesitate to contact us if you have any additional questions or concerns.

  
  

  Customer Answer

  Date: 10/08/2025

  
  
  Better Business Bureau®:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:10/03/2025

  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 went in to the enchanted hills location, I asked to cancel my membership and they took me through the process. At the end I was told it was canceled by an employee I thought it was done but later they send me a bill over $400

  Business Response

  Date: 10/06/2025

  Dear REMOVED,

  
  Thank you for bringing this matter to our attention, and please accept our sincere apologies for any confusion or inconvenience caused during your membership cancellation process.

  
  After reviewing your account, it appears there was a miscommunication regarding the final steps required to complete your membership cancellation at our Enchanted Hills location. We understand that you believed your membership had been successfully canceled at the time of your visit, and we regret that this was not properly completed in our system.

  
  To resolve this matter, we have taken the following actions:

  The outstanding balance of $429.85 has been waived in full.
  Your account has been removed from collections and is now considered closed and cancelled.
  No further action is required on your part.

  
  We are committed to ensuring a positive experience for all of our members and appreciate your patience and understanding.

  
  If you are satisfied with this resolution, we kindly ask that you update your BBB complaint to indicate that the issue has been resolved. Please dont hesitate to reach out if you have any further questions or concerns.

  
  Sincerely.

• Initial Complaint

  Date:09/19/2025

  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 requested for my membership to be canceled and they never canceled and now sent it to collections

  Business Response

  Date: 09/30/2025

  Dear REMOVED,

  Thank you for reaching out to express your concerns regarding your membership cancellation. We sincerely apologize for any frustration or inconvenience this situation may have caused.

  To provide clarification, our cancellation policy requires that cancellations be submitted by the 25th of the month in order to take effect for the following billing cycle. This deadline allows us to process adjustments in a timely manner. For your convenience, I have attached a copy of your membership agreement where this policy is outlined.

  After reviewing your account, we found that no cancellation documentation was submitted. We also noted that your visits to the facility had stopped, which may have led to a miscommunication regarding the cancellation of your membership.

  As a courtesy, we have taken the following steps:
  Waived your past due balance
  Removed your membership from collections status
  Officially canceled your account

  
  Your account is now closed and in good standing with a balance of $0. We regret any inconvenience this may have caused and greatly appreciate your understanding.

  If you have any additional questions or need further assistance, please don’t hesitate to contact us. Thank you again for being a part of Defined Fitness, and we wish you the very best in your future endeavors.

  
  

  Customer Answer

  Date: 10/01/2025

  [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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  REMOVED

• Initial Complaint

  Date:09/10/2025

  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 canceled my membership months ago. For the Rio Rancho Defined Fitness club. The dates I can look up) When I first decided to cancel I went in to the club and was told I had to cancel through my employer Human Resources department at REMOVED. I did cancel through my Human Resources department as I was told. ( dates I can add in later) This week I received a letter in the mail from a collection agency for 75$. I went to the club in Rio Rancho to clarify and as was told that I should have signed a contract to cancel,. I told them I had gone in several months ago to cancel and was told it had to come through the employer. I took care of this through my human resource department as I was told on my first visit. I spoke with REMOVEDand REMOVED as they said they were both .managers. The "best they could "do". Was to discount me a membership fee that they said I owed in December( this is after I canceled plus 10dollars. I asked why I would pay a renewal fee if I was no longer a member. This made no sense. They wanted 42$ for what?
  I summary
  1 I canceled my membership through my employer as I was told
  2) I never receive any further communications letters or emails
  3 This week I received notice from collection company
  4 The managers at defined were not helpful and only offered reduced price owed for what?
  5) I find their response unethical and the managers seem incompetent, uncaring and unprofessional

  Business Response

  Date: 09/11/2025

  Dear REMOVED

  Thank you for bringing your concerns to our attention. I want to sincerely apologize for the frustration and confusion you've experienced regarding your Defined Fitness membership at our Rio Rancho location.
  We understand that you believed your membership had been cancelled through your Human Resources department at Presbyterian, and we also recognize how upsetting it must have been to later receive a notice from a collection agency. Please know that your concerns were taken seriously and were addressed promptly upon being brought to our Corporate Office on September 9, 2025.

  After reviewing your account, we took the following steps to resolve the issue in full:
  

  Your past-due balance of $75 was waived.
  Your account was removed from collections.
  Your membership was officially cancelled.
  

  While we did not have a prior record of a formal cancellation request through our system or via your employer, we absolutely acknowledge that the process may not have been as clear as it should have been. For that, we sincerely apologize.

  Additionally, I am sorry to hear that your interaction with our Rio Rancho team — REMOVED— left you feeling unsupported. Our staff is trained to assist with professionalism and respect, and we regret that your experience did not reflect that. While their intent was to offer a resolution based on the information available at the time, I understand that this did not meet your expectations. Your feedback has been shared with our management team to ensure we continue improving how we communicate and assist members, especially in more complex situations like employer-sponsored cancellations.

  Again, I apologize for the inconvenience and any stress this matter may have caused you. Your account is now fully resolved, and no further action is required on your part. Should you have any remaining questions or need further clarification, please feel free to reach out to us directly at REMOVED

  Thank you for your time, and we wish you all the best moving forward.

  Sincerely.

• Initial Complaint

  Date:07/09/2025

  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 had been a defined fitness customer for a long time. I travel a lot frequently and went in to cancel my membership around April of 2024 since my card was about to expire and I was not going to be back in town for a while. Everything seemed okay after a bunch of signatures on the pin pad. However Many months later I start getting calls from a collection agency stating I owed 320.00 dollars in defined membership fees I could not believe it. How is it that not only did the account not get canceled but they kept trying to bill my expired credit card even though I am on a month to month basis. I called defined mesa club to resolve this issue, and even explained to them they could check when I had last scanned in and they told me they can only waive a late fee and I have to keep the account reopened for them to consider waiving the fee. I even offered to pay a month worth of membership to settle it and they told me they would not negotiate. This is ridiculous and due to the credit hit my job is at stake due to clearances.

  Business Response

  Date: 07/11/2025

  Dear REMOVED,

  Thank you for bringing this matter to our attention, and we sincerely apologize for any frustration or inconvenience this experience has caused.

  At Defined Fitness, we strive to ensure all membership changes are processed accurately and that our members are treated with fairness and respect. After reviewing your account and the timeline you provided, we understand your concern regarding the cancellation process and subsequent collection activity.

  As a gesture of goodwill and in recognition of your long-standing membership with us, we have waived the past due balance in full and removed your account from collections. You will not be responsible for any further payments, and your membership has been officially canceled effective immediately.

  We deeply regret any stress this situation may have caused. We value our members and are currently reviewing internal procedures to help prevent similar situations in the future.

  If you have any further questions or need confirmation in writing regarding your account status, please feel free to contact our Member Services team directly at ###-###-####.
  

  Thank you again for giving us the opportunity to resolve this matter.

  Customer Answer

  Date: 07/14/2025

  [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 REMOVED, and find that this resolution is satisfactory to me.
  
  
  
  Regards,
  
  
  
  REMOVED