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

  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

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:04/03/2025

  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.

  To Whom It May Concern, I'm submitting this complaint regarding Defined Fitness due to their repeated unauthorized charges and failure to properly cancel my membership despite numerous attempts to resolve the issue. I relocated from New Mexico to Colorado for work in January 2024 and personally informed Defined Fitness staff at the Rio location that I would no longer be using their facilities. I was under the impression my account would stop auto-renewal at the conclusion of my membership term in April 2024, as indicated during my last visit. However, Defined Fitness continued charging my account multiple times, including a charge of $171 in June 2024 and an additional unauthorized charge of $213 in September 2024. Despite repeated requests via email and phone to rectify this matter, Defined Fitness representatives have provided inconsistent responses and failed to take action. They have incorrectly accused me of non-payment, threatened collections, and mistakenly referred to me by another individual's name, indicating significant administrative negligence. I have provided clear evidence and communication indicating these charges are incorrect and unauthorized. Yet, Defined Fitness has neither rectified the billing issue nor ceased attempts to negatively impact my credit. I request immediate cessation of all charges, confirmation of the cancellation of my membership retroactive to April 2024, removal of any negative credit reporting related to this matter, and a refund for unauthorized charges collected beyond the agreed-upon membership period. Thank you for addressing this complaint promptly. Sincerely, **** ****** Contact: ###-###-####

  Business Response

  Date: 04/07/2025

  Dear ****,

  Thank you for reaching out and for bringing your concerns to our attention. I sincerely apologize for any inconvenience you experienced during the cancellation process. At Defined Fitness, we are committed to making both enrollment and cancellation procedures as smooth and transparent as possible, and I regret that your experience did not reflect this standard.

  To clarify, our cancellation policy is as follows:

  1. Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle.
  2. Verbal cancellations—whether communicated in person or over the phone—are not accepted.
  3. Members are responsible for all membership dues and fees incurred prior to the effective date of cancellation.
  4. For term-based memberships, members agree to a contractual commitment for a defined period. Early termination before the contract end date incurs a $100 Buyout Fee. Once the term is completed, the membership converts to a month-to-month agreement.

  Due to a miscommunication on our end regarding your email request to cancel your membership, the cancellation was not processed as intended. As a result, we have removed the overdue balance of $308.98 from your account. I can confirm that your membership has now been successfully cancelled, and there is no outstanding balance remaining.

  For your records, I have attached the following documents:

  1. A copy of your signed membership agreement, which outlines the cancellation policy along with your membership start and end dates.
  2. A screenshot of your current account status confirming cancellation and a $0 balance.

  Your account is now in good standing.

  We truly appreciate the time you spent with us at Defined Fitness and wish you all the best in your future wellness journey.
  

  Customer Answer

  Date: 04/09/2025

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

• Initial Complaint

  Date:03/20/2025

  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.

  On 03-17-2025 I went into defined fitness to cancel my membership. I talked to ******* at the front desk "team lead" he told me I had to pay 10$. I agreed as I was trying to pay, the system wouldn't let me. At 1:10 pm ***** ******* "manager" arrived to see why I couldn't pay and told me I owed 500+ in personal training fees. I told her that's impossible and she told me no it's not that I owe it. I told her that I signed a contract for 3 months I paid 3 months. I showed her my bank statement she told me that I owe 2 more months I told her no I signed paperwork with ****** ********** stating that it was just 3 months period. She told me we don't have that paperwork. I informed her I signed it and she asked if I had a copy. I said no ****** told me he would hand it to me next time I came here. She told well ****** is no longer with the company so you owe 500+ I told her can u just cancel my membership and I will work it out in collections. She told me no I can't cancel your membership. " which is illegal" federal trade commission states a sign up should be just as easy as a cancelation. Then she told me it's her "being human" I informed her being human is not charging for something I didn't use then throwing a signature away and then not canceling my membership so u continue to charge me. Which is "fraud" also illegal. wrongful or criminal deception intended to result in financial or personal gain as explained by FTC. They threw away my signature charged 2 months extra of pt and never called texted informed me nothing. Deception for personal gain. I've reached out to corporate and file a response on there website received nothing in 72 hrs as was promised. if a business makes a promise that you reasonably rely on to your detriment, "fraud and illegal practices " you can make a claim under the doctrine of promissory estoppel, which I'm in the process of. I'm also filing with FTC. Finally someone from corporate did get back to me but it was well work on it answer.

  Business Response

  Date: 03/21/2025

  
  Dear *******,

  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation and personal training (PT) agreement. I sincerely apologize for any inconvenience you experienced during the cancellation process. At Defined Fitness, we strive to make our sign-up and cancellation procedures as seamless as possible, and I regret that this was not your experience.

  
  Per the terms of your agreement, cancellations cannot be processed verbally or over the phone and require that any outstanding balance be resolved beforehand. At the time of your cancellation request, there was an outstanding balance of $516.60 for your PT sessions, which prevented us from processing your request. According to the PT agreement, after the initial three-month period, the agreement automatically renews unless a cancellation form is submitted at least 10 days before the next billing cycle, with all outstanding balances settled. This policy also applies to freezing PT sessions, which requires a written cancellation form signed by you. This process is also applicable when canceling both your PT agreement and gym membership with Defined Fitness.

  
  I have attached the following documents for your reference:
  Your Freeze Form
  PT Agreement
  Membership Agreement
  Invoice confirming your account no longer carries a balance
  Confirmation that your membership is pending cancellation, effective on the 25th. You will not incur any further charges from Defined Fitness.

  
  Although waiving the outstanding balance contradicts our policy, which you previously agreed to and signed, as a courtesy, Defined Fitness has approved the waiver of your $516.60 overdue PT balance. Additionally, we have honored your membership cancellation upon payment of the early termination fee, as you were still within your 12-month agreement.
  Following our phone conversation, we both agreed to these terms. Your cancellation has been processed, and the early termination fee of $99.99 plus tax has been applied. A receipt confirming this transaction is included in the attached documents, along with confirmation of the waived balance. Your account is now in good standing.

  
  Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  
  

  Customer Answer

  Date: 03/24/2025

  Hello my name is ******* ******* I made a complaint about defined fitness. My issue was resolved by corporate. I would like to retract my complaint. Thank you. 

  
  

• Initial Complaint

  Date:03/03/2025

  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 reached out earlier this year if Defined Fitness takes Prime fitness benefits and what all is needed. Received email back stating i over over $300. Contacted further and given varying information that this was somehow tied to my account, was told i contacted about use of a key card, which has not happened as ive never been a member. I would like this debt cleared from my name, Ive never stepped foot in nor plan to. Person who calls from their corporate office is not helpful. I would like a written letter stating i do not owe defined fitness money. seems like fraudulent or poor business practices to tie money owed for others to someone who is reaching out for information.

  Business Response

  Date: 03/05/2025

  Dear ****,
  

  Thank you for your recent communication and for bringing your concerns to our attention regarding the collections matter. I appreciate the opportunity to provide clarity and sincerely apologize for any confusion or inconvenience this situation may have caused.

  
  As we discussed during our phone conversation and email exchange, the confusion resulted from a miscommunication by an employee who incorrectly associated your account with that of a former member with the same first and last name. After conducting a thorough review of the account information—including your phone number, email address, and physical address—we have confirmed that you have no connection to the account in collections.

  
  To further confirm this, I previously provided written documentation on Monday, the 3rd, which I have attached for your reference. Additionally, we have addressed this matter directly with the employee involved to help ensure similar errors do not occur in the future.

  
  Once again, I sincerely apologize for the error and for any frustration or concern this caused. I want to emphasize that the overdue balance in question is in no way associated with you.

  
  We appreciate your understanding and wish you continued success in your fitness journey. If you have any further questions or need additional assistance, please do not hesitate to contact us.

  Customer Answer

  Date: 03/07/2025

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

• Initial Complaint

  Date:02/24/2025

  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 was recently involved in a domestic dispute with my roommate, which forced me to relocate out of state. Despite this, Defined Fitness has failed to respect my legal rights by continuing to bill me without justification and disregarding my attempts to resolve the matter. I have left multiple messages with the corporate office, yet I have received no response. This lack of engagement violates my consumer rights, as I am entitled to cancel my membership in circumstances such as mine, where relocation makes it impossible to access their services. Defined Fitness’s refusal to acknowledge my rights and offer a reasonable solution is unlawful and shows an intent to circumvent legal obligations. The continued billing despite my clear communication is a violation of consumer protection laws. While the membership agreement is binding, it must be applied fairly. Defined Fitness’s cancellation process is unnecessarily complex and invasive, and the company has shown no willingness to work with me. This is not only an abuse of contractual terms but a breach of my legal rights. Defined Fitness must immediately rectify this issue and cease further billing.

  Business Response

  Date: 02/26/2025

  Dear ******,
  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for any inconvenience you experienced during the process. At Defined Fitness, we strive to ensure that both enrollment and cancellation procedures are as seamless as possible, and I regret that this was not your experience.
  
  Upon review, I can confirm that your membership was successfully canceled on February 24, 2025, by your Club Manager. At that time, you paid $86.08 to finalize the cancellation. Per our cancellation policy:
  
  • Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle. Verbal cancellations, whether by phone or in person, are not accepted.
  • Members are responsible for all membership dues and fees incurred before the cancellation becomes effective.
  • Members with a term-based membership acknowledge that they have entered into a contractual agreement for a specified duration. Early cancellation before the term's completion results in a $100 Buyout Fee. Upon fulfilling the membership term, the membership automatically converts to a month-to-month agreement.

  For your reference, I have attached the following documents:
  
  • A copy of your signed agreement, including the cancellation policy and the start and end dates of your 12-month term.
  • A screenshot of your account status confirming your membership cancellation, effective February 25, 2025.
  • A receipt reflecting your $86.08 payment, along with a confirmation of the refunded amount of $86.08 in membership dues.

  Your membership is currently inactive, and a refund of $86.08 has been processed. Please allow 3 to 5 business days for the amount to reflect in your bank account.
  
  Your account is now in good standing with a $0 balance, and no further charges will be applied.
  
  We sincerely regret any frustration this may have caused and appreciate your patience throughout this process. Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  
  

  Customer Answer

  Date: 02/26/2025

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

• Initial Complaint

  Date:02/23/2025

  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 needed to cancel my gym membership with Defined Fitness. I called them on the phone of course they make it impossible to cancel. I am then forced to go into the gym itself and sign tons of papers thinking i canceled my membership but in reality they weren’t “legally obligated to tell me” that i was really just canceling my auto pay. So i stopped seeing charges in my bank account thinking my membership was canceled. Keep in mind this is a $40 a month membership and 4 months later i get an email from a debt collector saying i owe $487! ( I cancelled my membership in September and just found out about my “debts” in February). I am happy to provide more Information, but simply looking at the Google reviews has shown me that they probably get plenty of complaints. I am not going to spend any more energy on this I just want it resolved.

  Business Response

  Date: 02/26/2025

  Dear *******,
  

  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for any inconvenience you experienced during this process. It is unacceptable that you were informed we are "not legally obligated to tell you," as our goal at Defined Fitness is to ensure our members have complete and transparent information. We strive to make both enrollment and cancellation procedures as seamless as possible, and I regret that this was not your experience.
  

  Per our cancellation policy:
  Memberships automatically renew unless a Defined Fitness cancellation form is submitted in person, by email, or by mail no later than the 25th of the month prior to the next billing cycle. Verbal cancellations, whether by phone or in person, are not accepted.

  
  For your reference, I have attached the following documents:
  A copy of your signed agreement, outlining all key details regarding your membership type for further clarification if needed.
  A screenshot of your account status, confirming your membership cancellation. Additionally, I have waived your past-due balance, and your account is now in good standing with a $0 balance. No further charges will be applied.
  

  We sincerely regret any frustration this may have caused and appreciate your patience throughout this process. Thank you for being a valued member of Defined Fitness. We appreciate your time with us and wish you all the best in your future endeavors.

  Customer Answer

  Date: 03/03/2025

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

• Initial Complaint

  Date:01/22/2025

  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 was a member at the Santa Fe location for the duration of my year contract. I didn’t go as often as I would like and it was always too busy to be able to do much. I tried to cancel on several occasions in store and over the phone. I was told to come back at certain dates to cancel. Whenever I went the manager was no where to be found and the staff was rude about helping. They continued to auto charge my back for another 2 months until I went to the bank and had to change my account number and bank card to stop the charges. Now I am supposedly racking up charges that are about to go to collections, but I am no longer under contract and was not allowed to cancel. I am told I owe $183.11 and an additional $54.08 will be added in February. This is some shady practices.

  Business Response

  Date: 01/28/2025

  Dear *****,
  
  Thank you for reaching out and sharing your concerns regarding your membership cancellation. I sincerely apologize for the inconvenience you experienced during your attempts to cancel both in person and over the phone. At Defined Fitness, we strive to ensure that our sign-up and cancellation processes are as seamless as possible, and I regret that this was not your experience.
  
  I have successfully canceled your membership, so no further charges will be applied moving forward. Additionally, I have waived your membership dues for the periods of 12/01/2024 and 01/01/2025, as well as the associated service fee.
  
  As a courtesy for the inconvenience caused during the cancellation process, we have also processed a refund for two months of prior charges. Specifically, the monthly dues for 10/01/2024 and 11/01/2024 will be refunded to your account. Please allow 3 to 5 business days for these refunds to reflect in your account.
  
  For your reference, I’ve attached two documents to this email:
  1.A screenshot of your account status, showing your pending cancellation that will take effect on 01/25/2025.
  2.An invoice highlighting the waived fees and refunded amounts.
  
  Your account is now in good standing with a $0 balance.
  
  We deeply regret any inconvenience this situation may have caused and appreciate your understanding. Should you have any additional questions or require further assistance, please don’t hesitate to reach out.
  
  Thank you for being a valued member of Defined Fitness, and we wish you all the best in your future endeavors.
  
  

  Customer Answer

  Date: 02/11/2025

  Defined fitness sent me an email stating that my account was closed and any “owed” money was removed. They also called us and stated they were sending a refund check for two months. 

  
  

  So I feel like the problem was resolved. 

  Thank you! 

  -***** *********

• Initial Complaint

  Date:12/30/2024

  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.

  In the past month of November I went cancel my membership at the defined fitness on riverside plaza in Albuquerque. The representative I talked too assured me my membership would be canceled promptly. After I assumed the situation to be dealt with. Without my knowledge my membership was not cancelled and the dues continued to collect. For two months unbeknownst to me the dues continued to collect along with late fees. Once I was made aware of the fees I had to pay I went to the defined fitness on rio rancho blvd in Albuquerque. Here I paid my dues and requested to cancel my membership fee here I was told I was unable to until the first of the month. Which is coincidentally the same day a new fee will appear on my account. This business is making me pay for deceptive business practices and charging me unnecessary amounts.

  Business Response

  Date: 01/17/2025

  Hello ***********, 
  
  Thank you for reaching out to share your concerns regarding your membership cancelation. We want to apologize for any frustration or inconvenience caused by cancellation process. Your feedback is important to us, and it means a lot to us to have the opportunity to address your concerns.
  
  For clarification, our cancellation policy requires that cancellations be submitted by the 25th of the month to be effective for the following billing cycle. The 25th marks the close of our billing cycle to ensure all adjustments can be processed in a timely manner. This policy is outlined in your membership contract. 
  
  However, we do acknowledge your frustration around the cancellation policy that incurred another months dues and late fees, therefore, we have processed your membership cancellation effective immediately as of today, January 17, 2025. Additionally, a refund for November, December and January dues with all corresponding late fees in the amount of $226.06 has been issued. Your statement will reflect a credit for $172.26 and a credit for $53.80 for a total refund of $226.06.   Please allow 3-5 business days for this refund to reflect back in your account.
  
  We sincerely apologize for any inconvenience this situation may have caused and appreciate your patience as we worked to address your concerns. If you have any further questions or require additional assistance, don’t hesitate to reach out. Wishing you all the best!
  
  

• Initial Complaint

  Date:12/27/2024

  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.

  In February of 2024 I cancelled my fitness plan because I was moving to another location and would not have access to the gym anymore. I cancelled the account and have now found out I have a debt to them of $308 that has been sold to collections. I never received any notification from the company concerning a past due balance and when I would look at the app it would say that my account was not active. I have searched my emails and have found no info regarding a past due balance and have received no phone calls.

  Business Response

  Date: 01/03/2025

  Dear ****,
   
  Thank you for reaching out to express your concerns regarding your membership cancellation. We sincerely apologize for any frustration or inconvenience caused by any miscommunication related to our cancellation process.
   
  To clarify, our cancellation policy requires that cancellations be submitted by the 25th of the month to take effect for the following billing cycle. The 25th marks the close of our billing cycle to allow for timely processing of adjustments. This policy is detailed in your membership contract, which has been attached for your reference.
   
  Upon reviewing your account, we noted that no cancellation documentation was completed, and the facility was utilized until March 14, 2024. As a result, a balance for past dues was accrued. However, we acknowledge the challenges you faced with the cancellation policy and the miscommunication surrounding this matter.
   
  As a courtesy, we have taken the following actions:
   
  1.Waived your past due balance.
  2.Removed your membership from collections status.
  3.Canceled your account.
   
  Your account is now in good standing with a balance of $0. For your convenience, I have attached your membership status and agreement, with the membership type and cancellation policy clearly highlighted. We regret any inconvenience this situation may have caused and appreciate your understanding. Should you have any additional questions or require further assistance, please do not hesitate to contact us.
   
  Thank you for being a part of Defined Fitness, and we wish you all the best in your future endeavors.
   
  
  

  Customer Answer

  Date: 01/06/2025

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

• Initial Complaint

  Date:12/21/2024

  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 trying to cancel my account with defined fitness since August of 2024. I have emailed and stopped by the gym several times and they say i have to come back on specific days to cancel. You cant or call or fill out an online form. Which blows my mind because you can sign up online really easy. I find it very unfair that in order to cancel my account I have to pay 400 plus dollars on my account. Yet i was sent to collections already ?? How can you keep charging me monthly and yet send me to collections at the same time. i completed my yeary contract requirement as of july 2024. It didnt see it any where in the policy if i wasnt in contract that it had to be on a specific date to be canceled. Since I completed my one year contract why am I still being charges so much. I couldn't get anyone to give me owner information I was denied and given a corporate number. I also don't understand how September payment of 89. Plus 3 months of 50 dollars. Accumulates to me owing 400 dollars to cancel my account.

  Business Response

  Date: 12/27/2024

  Dear *****, 
  
  Our records indicate that you joined Defined Fitness on July 18, 2022. Upon enrollment, you selected a 12-month contract membership. Per the terms of this agreement, your membership obligation ended on July 31, 2023, at which point it transitioned to an auto-renewal status as outlined in the contract you signed. For your convenience, a copy of the contract with the relevant section highlighted is attached.
  
  Please note that Defined Fitness is committed to enhancing our member experience and has already begun implementing measures to enable online cancellations in compliance with the new regulations of the FTC’s “Click-to-Cancel” rule recently announced in October 2024. This rule is set to be published in the Federal Register effective April 2025 and the option of online cancellations will be available to all Defined Fitness members by this time. 
  
  As of now, members are still required to follow the current policies and procedures detailed in their contracts. All membership cancellations must be processed in person at the club to safeguard the member’s account, ensure cancellations are authorized, and provide written documentation for accurate record-keeping. Membership cancellations must be requested before the 25th of the current month to be effective for the subsequent month, as the 25th marks the close of each monthly billing cycle. 
  
  Unfortunately, when payments began declining as of September 1, 2024, the system automatically flagged the account for collections after four months of missed payments. Below is a breakdown of the charges:
  
  -9/01/2024 Annual: $32.45
  -9/01/2024 Dues: $43.26
  -9/01/2024 Late Fee: $32.49
  -10/01/2024 Dues: $54.08
  -10/01/2024 Late Fee: $32.49
  -11/01/2024 Dues: $54.08
  -11/01/2024 Late Fee: $32.49
  -12/01/2024 Dues: $54.08
  -12/01/2024 Late Fee: $32.49
  
  Upon reviewing your documentation of the email sent to us on August 27, 2024, we have waived the total balance of $367.91 and removed the status of Returned for Collection from the membership. We have also reached out to Aldous & Associates, our collections law firm, with direction to waive the debt and remove the debtor account from collections. 
  
  All documentation pertaining to this case has been provided for your convenience. We apologize for the confusion this has caused and wish you the best moving forward. 
  
  

• Initial Complaint

  Date:12/18/2024

  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 signed up for a gym membership a few years back (early 2022). I went for a few months and stopped going. I paid my membership automatically, even though I wasn’t going, until I had to renew my checking account in August 2024. I forgot to notify the gym I wasn’t going to that I changed my account number so from August 2024 to early December 2024 I didn’t pay. In those months, somehow I racked up a $400 bill (even though my month to month payment was $43.04). I called December first and was made to pay OVER THE PHONE $129.12 and then forced to renew for one month at a cost of $83.00. I then immediately told the representative I’d like to cancel my membership. I was told I needed to come in in person to do this. My issue is, I somehow was able to re-subscribe to a membership and make debt card payments OVER THE PHONE. Why can I not cancel OVER THE PHONE. It is my opinion that this violates the FTC “Click-to-Cancel” policy. I should be able to cancel my membership with the same ease I had to subscribe and pay. That is “OVER THE PHONE.” During the two years I didn’t attend Defined Fitness I never signed a renewal contract, even though they raised my rates. I feel like I have been scammed and I want to stop Defined Fitness from taking any more of my money. I have called back and tried to cancel over the phone and I have been refused twice.

  Business Response

  Date: 12/27/2024

  Dear *****, 
  
  Thank you for reaching out to us. We appreciate the opportunity to address your concerns and provide clarity regarding your Defined Fitness membership.
  
  Our records indicate that you joined Defined Fitness on July 11, 2021, and your check-in activity reflects usage from July 2021 through February 2021. Upon enrollment, you selected a 12-month contract membership. Per the terms of this agreement, your membership obligation ended on July 31, 2022, at which point it transitioned to an auto-renewal status as outlined in the contract you signed. For your convenience, a copy of the contract with the relevant section highlighted is attached.
  
  Please note that membership payments are required regardless of gym usage unless the membership is officially canceled, as specified in the contract. We understand this policy may occasionally lead to misunderstandings, and we sincerely apologize for any inconvenience caused.
  
  In regard to the FTC’s “Click-to-Cancel” rule announced on October 16, 2024, we are actively preparing for this change, which will become effective in April 2025. Defined Fitness is committed to enhancing our member experience and has already begun implementing measures to enable online cancellations in compliance with the new regulations and this option will be available to all Defined Fitness members come April 2025.
  
  As of now, members are still required to follow the current policies and procedures detailed in their contracts. All cancellations are required to be processed in person to ensure proper documentation is recorded for your protection as a valued member of our clubs. Our records do not show any prior attempts to cancel your membership since its inception in July 2021. Unfortunately, when payments began declining as of August 1, 2024, the system automatically flagged the account for collections after three months of missed payments. Below is a breakdown of the charges:
  
  -8/01/2024 Dues: $43.04
  -8/01/2024 Late Fee: $32.33
  -9/01/2024 Dues: $43.04
  -9/01/2024 Annual Fee: $32.28
  -9/01/2024 Late Fee: $32.33
  -10/01/2024 Dues: $53.80
  -10/01/2024 Late Fee: $32.33
  -11/01/2024 Dues: $53.80
  -11/01/2024 Late Fee: $32.33
  
  The total amount sent to collections was $355.28. However, our management team waived all late fees, along with October and November dues, reducing the total payment collected from you to $129.12 on December 1, 2024.
  
  Additionally, regarding the renewal made over the phone, we’ve processed a refund of the initial payment ($86.08) to the Mastercard ending in ****. Please allow 3-5 business days for the refund to reflect on your account. Your membership has been canceled as of December 23, 2024.
  
  We’ve attached all relevant documentation for your reference. If there’s anything further we can assist you with, please don’t hesitate to reach out. We apologize for any confusion or inconvenience you may have experienced.
  
  Thank you for choosing Defined Fitness, and we wish you all the best moving forward!
  

  Customer Answer

  Date: 12/27/2024

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