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

  4400 Jager Way NE Rio Rancho, NM 87144

• 

  Defined Fitness

  3301 Juan Tabo Blvd NE Albuquerque, NM 87111

• 

  Defined Fitness

  1700 E 20th St Farmington, NM 87401

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:09/11/2026

  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.

  I cancelled my personal training membership in November of 2025. Defined fitness continued to bill me 400 dollars a month for 6 months then turned me into collections for non payment in August of 2026. This has caused my credit rating to go down 111 points. I have spoked to REMOVEDat the REMOVEDlocation on several occasions and he has assured me that the matter will be taken care of. It has been several months and I am still dealing with this issue. I attempted to talk to the collections agency that my account was sent to, and they were not willing to speak to me to resolve this issue. The only way it can be corrected is by Defined Fitness

  Business Response

  Date: 09/15/2026

  Dear REMOVED,
  

  Thank you for bringing this matter to our attention and allowing us the opportunity to review your concerns.
  

  We received your email today, September 15, 2026, regarding the Personal Training cancellation and collection account. We responded to you today with the next steps and confirmation that the matter has been addressed. Please see the attached email communication for reference.
  

  After reviewing your account and documentation, we confirmed that you submitted a completed and signed Personal Training cancellation form on November 25, 2025. We sincerely apologize that your cancellation was not properly completed on our end after the form was received. This was a mistake on the part of Defined Fitness, and we understand the frustration and inconvenience this caused you.
  

  We also reviewed your signed Personal Training Agreement and account history. Your account reflected an overdue balance of $1,298.25 related to Personal Training payments for November 29, 2025, December 30, 2025, and January 30, 2026. Your cancellation form was submitted on November 25, 2025. Per the terms of your signed Personal Training Agreement, cancellation requests are required to be submitted at least 10 days prior to the applicable billing cycle. As a result, the November 29, 2025 payment was not submitted within the required cancellation timeframe. Please see the attached signed agreement and service history for reference.
  

  However, because we confirmed that your completed cancellation form was received by Defined Fitness and the cancellation was not properly processed on our end, we have taken corrective action to resolve the matter.
  

  We have removed the $1,298.25 overdue balance, which includes the November 29, 2025, Personal Training payment, and we have removed your account from collections.
  

  As discussed with you by email, the collection information may take up to 30 business days to be removed from your credit report as the update is processed by the applicable credit reporting agencies. We understand the seriousness of this matter and apologize for the inconvenience and frustration this situation has caused.
  

  We appreciate your patience while we reviewed your account and worked to correct the issue. We have taken the necessary steps on our end to resolve the outstanding balance and collection matter.

  Customer Answer

  Date: 09/16/2026

  [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:09/03/2026

  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.

  I cancelled my membership with this facility so it would not renew April 2025. I have since received a call from collections stating that I owe money. This gym is absolutely ridiculous as I see I am not the only one who has been through this.

  Business Response

  Date: 09/09/2026

  Dear REMOVED,

  Thank you for bringing your concerns to our attention. I understand your frustration regarding the collection notice, and I reviewed your account and membership agreement to determine what occurred.

  After reviewing the account, we were unable to locate a cancellation form submitted prior to the April 2025 billing cycle. Per the terms of your signed membership agreement, cancellation of the membership and/or any future scheduled payments requires a cancellation form to be submitted no later than the 25th of the month for the cancellation to take effect with the subsequent billing cycle. I have attached a copy of the signed agreement for your reference.

  Because a cancellation form was not received, the membership remained active and continued to bill according to the terms of the agreement. When the scheduled payment was unsuccessful, the resulting balance remained on the account and was eventually referred to our collection's agency.

  Although the balance was valid based on the membership agreement and account history, we have made a courtesy adjustment to resolve this matter. The outstanding balance of $43.04 has been waived, and the account has been removed from collections. No additional membership payments will be drafted by Defined Fitness.

  Please note that although the account has been removed from collections, it may take up to 30 days for the collection account to be removed from your credit report, depending on the reporting and processing timeframe of the credit reporting agencies.

  For your reference, I have attached the original invoice showing the outstanding balance, along with the updated invoice reflecting the $43.04 adjustment. The updated invoice confirms that your account now has a $0 balance and that nothing further is owed.

  We regret any frustration or inconvenience this situation may have caused and appreciate the opportunity to review and resolve your concern.

• Initial Complaint

  Date:09/02/2026

  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.

  Membership is pending cancellation since June. I continue to get charged for monthly membership fee and late charges. I reached out to Defined Fitness staff multiple times and still no resolution. Ive been told a manager will call back, still no call back. The billing team continues to call and I am being charged. Membership is still pending cancellation.

  Business Response

  Date: 09/08/2026

  Dear REMOVED,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you experienced while attempting to cancel your membership and for the lack of timely follow-up.

  After reviewing your account, we confirmed that your cancellation request was processed on July 6, 2026. We also confirmed that the outstanding payment of $82.65 was resolved on that same date.

  Our review found that the cancellation request in the app was set to take effect on August 31, 2026, rather than July 31, 2026. In an effort to resolve this matter fairly, Defined Fitness will honor the cancellation as of July 31, 2026, which should have been the effective cancellation date.

  As a result, the outstanding balance of $127.80 associated with the account has been waived, and no further membership charges or late fees will be due. Please see the attached invoices reflecting the original balance and the updated invoice showing the $127.80 adjustment. We appreciate you bringing this to our attention and hope this resolution addresses your concerns.

• 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:08/21/2026

  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.

  Defined Fitness has been continuously charging me, even after I cancelled my membership years ago, back in 2023. When I moved out of REMOVEDin March of 2025 they were unable to continue automatically billing my account and sent it to collections. I now have been receiving numerous calls from a collection agency over a charge that I don't owe. I've contacted Defined and talked to the manager of the REMOVEDTabo branch 4 times now, as well as sending multiple emails and trying to get in contact with their member services, which they even have listed on the BBB site. I've not only never heard back from them, but their member services help line doesn't actually put you in contact with a representative, it just hangs up on you. My most recent time reaching out for this being resolved was July 24, 2026. I was informed that I should send an email to their support team and was given an invalid email address.

  Business Response

  Date: 09/01/2026

  Dear REMOVED,

  Thank you for bringing your concerns to our attention. We have thoroughly reviewed your account, membership history, and the circumstances outlined in your complaint.

  After reviewing our records, we were unable to locate a completed membership Cancellation Form submitted by you in 2023 or at any time prior to the account being referred to collections. Our records also do not reflect a cancellation being processed on the account.

  Per the terms of your signed membership agreement, the membership automatically renews on a monthly basis unless and until the member instructs Defined Fitness in writing to cancel by submitting the required Cancellation Form no later than the 25th of the month for the subsequent billing cycle. This process is required in order to stop the automatic withdrawal of the monthly membership fee. Moving out of REMOVEDor no longer being able to use the facility does not, by itself, cancel the membership.

  Because a Cancellation Form was not received and processed, the membership remained active and monthly membership fees continued to accrue in accordance with the terms of the signed agreement. The account was subsequently referred to collections after the outstanding balance remained unpaid.
  

  We understand that you believe the membership had previously been cancelled, and we regret any frustration or difficulty you experienced while attempting to resolve the matter. However, based on our records, we are unable to confirm that a cancellation was submitted or processed in accordance with the membership agreement.

  Nevertheless, in an effort to resolve this matter and as a courtesy to you, Defined Fitness will remove the outstanding overdue balance from your account and take the account out of collections. This courtesy adjustment is being provided to resolve the matter and does not reflect an error in the billing of the membership or a determination that the membership was properly cancelled in 2023.
  

  For your reference, we have attached supporting documentation, including a copy of the signed membership agreement, the accounts invoice history, and an updated invoice history reflecting the removal of the outstanding overdue balance. These documents are provided to clearly document the membership terms, billing history, and courtesy adjustment being made to the account.

  We appreciate the opportunity to review your concerns and provide a resolution. We consider this matter resolved once the account adjustment and removal from collections have been completed.

  Customer Answer

  Date: 09/02/2026

  [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: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