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

  3320 Cerrillos Rd Santa Fe, NM 87507-7205

• 

  Defined Fitness

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

• 

  Defined Fitness

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

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:08/25/2026

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am new to the club. I was sold on personal training for $400 for 3 months. I assumed this was an introductory offer. The club has billed me monthly for these 3 months totaling over $1600. They make it complicated to cancel this automatic payment. Manager just repeats obvious corporate response. This club has predatory practices.

  Business Response

  Date: 08/25/2026

  Thank you for reaching out and sharing your concerns with us. We understand that billing and cancellation matters can be frustrating, and we appreciate the opportunity to review your account and provide clarification regarding your Personal Training agreement.
  

  After carefully reviewing the information available, we would like to clarify the terms of your agreement and explain the resolution that has been approved regarding your account.
  

  Our records confirm that a fully signed Personal Training agreement was completed on May 27, 2026. The agreement included a monthly payment of $432.75 with a three-month commitment. It also stated that the agreement would automatically renew at the same monthly rate unless a cancellation request was submitted at least 10 days prior to the next billing cycle. Any payments due before the effective cancellation date remain the responsibility of the member.
  

  Additionally, the agreement states that Personal Training purchases are non-refundable. A copy of the signed agreement was provided by email on May 27, 2026, for your records and reference.
  

  After reviewing your concerns and account history, a full refund would not apply, as 19 of your 24 Personal Training sessions have already been used. However, as a courtesy, approval has been granted to refund your fourth Personal Training payment in the amount of $432.75.
  

  Your payment is currently scheduled to draft from your account on August 27, 2026. Because the payment has already entered the billing process, I am unable to stop it from processing. Once the payment successfully drafts, a refund of $432.75 will be processed the same day. You will also receive a confirmation email once the refund has been completed.

  We appreciate the opportunity to review your account and address your concerns. Our goal is to ensure you have a clear understanding of the agreement and the resolution provided.
  
  Thank you for your patience and understanding. If you have any additional questions, please do not hesitate to reach out to us.

  Customer Answer

  Date: 08/26/2026

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

  When signing up, I was under the impression that training was and introductory offer $400 for 3 months of training.  The sales person did not clearly tell me that I was agreeing to over $1200 in training and to get out of the deal, I needed to show up in person, talk with a manager 10 day prior to the autopay or I would be paying $400 per month, even when I had many other training credits available.

  I am sure that if the sales person was very clear and I was clearly aware of the $1200 commitment, with a $400, hard to cancel autopay, the super quick, over the counter as I was signing so many other small print forms, I would have thought a bit longer an not signed the commitment the first day.

  In hindsight, I do see the slight of hand fast talking agreement that I signed.  I agree to pay the $1200 instead of the $400 that I thought I agreed to.

  After much stress at the club, club managers not listening and only proving their case by repeatedly showing me the small print signed forms and then the corporate phones not being answered or going to voice mail and abruptly hanging up after multiple lines said voice mail is full.  This happened over multiple days.

  In short, I liked working out at Defined Fitness.  I really like REMOVED, my trainer.  I was OK with the $400 per month for training.  

  I am not OK with the app, being so confusing, being billed monthly even when I had 5 remaining training sessions, the extreme steps that I had to take, just to cancel the training and feeling not listened to and bullied by club management.

  I just wanted to lift a few weights and have a trainer.  I am in full agreement to pay a trainer fairly for their time.

  Even with liking the club and liking my trainer, I will never recommend Defined Fitness because I feel that they are a greedy company with money and the need to bill often and fast over customer experience.

  When I finally spoke with REMOVEDat Corporate, I felt taken care of.  

  REMOVEDand REMOVEDthe club managers were aggressive and insulting.

  Corporate phone lines were super frustrating and lead to this complaint.

  I will finish up my 5 training sessions that I have already paid for and even though Defined is free with my insurance, I will most likely I will find a different club and a different trainer to work out with.  

  Regards,
  
  REMOVED

• Initial Complaint

  Date:08/13/2026

  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.

  My previous health insurance came with a membership to Defined Fitness. When my health insurance was cancelled Defined Fitness sent me a bill and to collections. I never used this membership and only had it because it was free from my health insurance. The fact Defined Fitness does this seems very predatory, if not illegal.

  Business Response

  Date: 08/14/2026

  Dear REMOVED,
  

  Thank you for bringing your concerns to our attention. We understand your frustration regarding the billing of your Defined Fitness membership after your health insurance coverage changed, and we would like to clarify what occurred with your account.
  

  Your membership was obtained through the Presbyterian Health Plan (PHP) REMOVEDbenefit. Our records show that you are still listed as active on the Presbyterian fitness pass. This type of membership does not require monthly membership dues or a startup fee. However, the membership does include an Annual Improvement Fee of $39.99, plus applicable tax, which is billed annually based on the membership start date.
  

  Your membership began on April 3, 2024, and the Annual Improvement Fee was successfully paid on April 3, 2024. Please see the attached receipt confirming the successful payment. This fee is scheduled to bill annually thereafter. The payment scheduled for April 3, 2026, was unsuccessful, which resulted in the balance remaining unpaid. A service fee and late fee were subsequently added. After multiple attempts were made to collect the outstanding balance, the account was referred to collections.
  

  Please note that the membership does not automatically cancel when the membership is not used. Under the terms of the signed membership agreement, a cancellation request must be submitted in order to cancel the membership and stop future billing.
  

  Our records show that no cancellation request was received for your membership, and you remained active on the Presbyterian fitness pass. As a result, the membership continued, and the applicable Annual Improvement Fee remained due.
  

  That being said, we understand your concerns and want to provide a fair resolution. Defined Fitness has waived the $23.50 service fee and the $9.50 late fee that were added to your account. This reduces the total balance from $76.04 to $43.04.
  

  We hope this explanation helps clarify why the balance was incurred and why the membership remained active. We have included the applicable invoice history and updated invoice showing the removal of the service and late fees for your reference.
  

  Additionally, we have attached a copy of your signed membership agreement for your reference, which outlines the applicable membership terms and cancellation requirements.
  

  We appreciate you taking the time to bring your concerns to our attention and hope this resolution addresses your concerns. We wish you continued success in your fitness and health journey and appreciate the opportunity to assist you.

  Customer Answer

  Date: 08/18/2026

  I am rejecting this response for complaint ID REMOVEDbecause: This is the definition of predatory billing. This should be illegal. I never once used any Defined Fitness gym, anywhere. 
  
  
  
  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:07/13/2026

  Type:Facilities 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.

  This location has a history of allowing the facilities to fail or be unavailable for unreasonable periods of time. Currently both the pool and jacuzzi spa are not functioning. This is the third such occurrence in the past year. Each time, it takes this location 3-4 months to repair. As a disabled person, the pool and spa are the only reason I go to Defined, and not having accessibility to the above mentioned facilities greatly impacts my health and wellness. Each time I ask about the repairs, Im given platitudes and different excuseswere waiting on parts, we cant find anyone who can repair the items, were working on it.I pay $60 monthly and have not been able to utilize the facility for a total of 9 months (so far) out of the last twelve. This unprofessionalism is unacceptable. Ive inquired several times about getting reimbursed for my missing months, or for getting 9 months without charge in the future. Each time Im promised a callback from the general manager, each time Im ignored, and no such call comes.

  Business Response

  Date: 07/15/2026

  Dear REMOVED,
  

  Thank you for taking the time to share your concerns. We sincerely apologize for the frustration you have experienced regarding the temporary closure of the pool and hot tub at our Rio Club.
  

  The repairs have taken longer than we would have liked due to the nature of the equipment and the availability of specialized replacement parts. We recognize that this has been an inconvenience, and we appreciate your patience while we work to restore these amenities.

  At this time, the following repairs are underway:

     - Hot Tub: The replacement heater arrived on July 12, 2026, and our technician is currently installing it. We anticipate the hot tub will be operational by the end of the day on Wednesday, July 15, 2026.
     - Pool: The required Pentair heat tube coil assembly kit was ordered on June 29, 2026. We expect the part to arrive by the end of this month, and our technician will complete the repair as soon as it is received.
  

  While the Rio amenities have been temporarily unavailable, your membership provides access to all eight Defined Fitness locations. We understand this may not be as convenient as using your home club, but we hope this alternative has helped maintain access to these amenities during the repair period.
  

  Regarding your request for reimbursement, your Membership Agreement provides membership privileges to use Defined Fitness facilities in accordance with the Membership Agreement and Club Rules. While the agreement does not guarantee uninterrupted availability of every amenity or provide for refunds due to temporary maintenance or repairs, we do value your membership and understand the inconvenience this situation has caused.
  

  Although a full refund has not been approved, as a gesture of goodwill and in recognition of the extended disruption, we have approved a credit equal to three months of membership dues, totaling $172.01. This credit is being provided as an accommodation and is not required under the terms of the Membership Agreement.

  We value you as a member of Defined Fitness and are committed to completing these repairs as quickly as possible. Thank you for your patience and understanding as we work to restore full functionality at the REMOVED

• Initial Complaint

  Date:06/02/2026

  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.

  Hello,My name is REMOVEDand I have been a member of Defined Fitness for over 5 years. I recently contacted REMOVEDat Defined to cancel my long standing membership on 05/19/2026 by phone. I was told that the request had to be made in person (in writing), no later than 05/25/2026 to avoid getting billed for the next months services. I advised that I was out of town and that I would not be able to go in person until the 1st of June. REMOVEDadvised that I could request a refund once in person after speaking with the manager (REMOVED). On 06/01/2026 I did go in person to cancel, and was working with a gentleman named (REMOVED). REMOVEDwas very nice, however when I explained that I wanted a refund, REMOVEDintervened and abruptly started to talk over me and was extremely rude. I did explain that that she was the person that I had originally spoke with over the phone and asked for a manager. REMOVEDwas the manager and was very dismissive and did not even listen to anything I had to say. This is no way to treat someone that paid $50 per month for over 5 years ($3k). This complaint is to address the poor customer treatment I was given. I do want to get a full refund back as well for the last month that I am paying for since I did contact Defined to cancel before my billing cycle. At first I was OK with just paying the month's fee, in order to just end things with Defined, however after the way I was talked to and treated by REMOVEDand the manager REMOVED, I did decided to submit this complaint. I do play on going to social media as well if this is not rectified.Thank you,REMOVED

  Business Response

  Date: 06/04/2026

  Dear REMOVED,
  

  Thank you for taking the time to share your concerns with us. We sincerely apologize for the frustration and inconvenience you experienced during the cancellation of your membership.
  

  We value your loyalty and appreciate the opportunity to review this matter. After a thorough review of your account and the circumstances surrounding your cancellation request, we have processed a full refund of your June membership dues in the amount of $59.15. Please allow REMOVEDyour account, depending on your financial institutions processing timeline.
  

  In addition, your membership has been canceled effective immediately, and no further membership charges will be applied.
  

  We regret that your experience did not meet the level of service and professionalism we strive to provide to our members. Your feedback is important to us, and the concerns you raised regarding your interactions with our team have been escalated to senior leadership for review and follow-up. We appreciate you bringing these matters to our attention, as member feedback plays a vital role in helping us improve our processes and overall member experience.
  

  Thank you for your membership over the past five years. We wish you the very best moving forward and appreciate the opportunity to resolve this matter.

  Customer Answer

  Date: 06/09/2026

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

• Initial Complaint

  Date:05/19/2026

  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 1/17/26 I signed up for three months of Personal Training. The three months are paid in full.I decided to freeze this training on 4/7/26, two days later on 4/9/26 I cancelled completely.They sent me an email confirmation of both REMOVEDthey are saying I didnt do this in their 10 day window but I did on 4/7/26.I have spoken with the manager REMOVEDand he said there is nothing he can do. Defined Fitness is trying to damage my credit by turning it over to a collection agency.Please help me because I feel this is totally unfair and unethical.

  Business Response

  Date: 05/20/2026

  Dear REMOVED,
  Thank you for taking the time to share your concerns with us. We sincerely apologize for the confusion and frustration surrounding your personal training cancellation experience.
  After a thorough review of your account, we found that your billing date was April 15, 2026. Although your freeze request was submitted on April 7, 2026, and your cancellation request on April 9, 2026, the requests fell within the active billing cycle tied to the April 15 invoice date.
  We also identified that your cancellation request should not have been processed without first clearly explaining the billing cycle timeline and the resulting charges. We apologize for this oversight and understand how this created confusion regarding your account balance.
  To resolve the matter, the outstanding balance of $429.75 has been fully waived.
  Additionally, we would like to reassure you that your account was not placed into collections status and was not reported to any collection agency.
  We appreciate the opportunity to review and address your concerns. Thank you for bringing this matter to our attention, and please accept our sincere apologies for the inconvenience caused.
  

  Sincerely,
  Defined Fitness

  Customer Answer

  Date: 06/03/2026

  I have reviewed the response made by the business in reference to complaint, and find that this resolution is satisfactory to me.
  

• 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