Complaints

This profile includes complaints for Defined Fitness's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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Defined Fitness has 10 locations, listed below.

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  Defined Fitness

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

• 

  Defined Fitness

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

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  Defined Fitness

  8020 Central Ave SW Albuquerque, NM 87121-2180

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  Defined Fitness

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

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  Defined Fitness

  4400 Jager Way NE Rio Rancho, NM 87144

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:07/13/2023

  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.

  Defined fitness has a policy that you have to go into the place to cancel your membership. I went in on June 17th to do that after speaking with them on the phone. I went in and they had late fees for my account on two months that had gone by after I lost my debit card and had to get a new one. I was not aware these charges were adding up. So I wanted them waived because since my year membership was over the charges should have stopped. But they didn’t. This month to month is in the agreement I am told. So I agree to pay the two months but the girls working could not waive the late fees. I’m told I need a manager and they don’t have managers that work on the weekends. I was not told that on the phone or I would not have gone in on a weekend. That trip was a waste but I got the managers name and number. I had gone out of town so when I got back I called and spoke with ******. ****** said he could waive the two months late fee and I agreed to pay the remaining. He said my account would be closed and I’m all set. Then today 7/13 I get charged $107.73. I called and said you guys are over charging me and ****** said the charges are for membership renewal that I never asked for and one month and a late fee! I don’t feel I should have to pay this because I was told it would be canceled. I went in last month to cancel like I was told but couldn’t actually do. I would like a refund of 107.73 for the gym membership renewal for the month of July and the late fee. I feel like it is unethical for them to charge me for the month of July when I went in to cancel in June. It is not my fault they don’t have managers available on the weekends. The managers are not on location and they were not available by phone. When I was there the girls did try to call them and they just didn’t answer. I mean what if there was an emergency what were those girls going to do with no manager available for help. This is poor management. The business should have a manger available at all times.

  Business Response

  Date: 02/06/2024

  After reviewing account, found that member was past due from 5/01/2023 – 7/01/2023, which equates to three months’ worth of dues. Member incurred three late fees as a result in the amount of $32.33. This is in agreeance with contract terms around billing stating that member will incur late fees if payments cannot be successful drafted. Invoice history shows that member was granted the courtesy of having two late fees waived dated 5/01/2023 and 6/01/2023. Member was still responsible for the late fee on 7/01/2023. Invoice history shows that member did pay $86.18 on 7/10/2023, and this amount was only allocated toward the May 2023 and June 2023 past due invoices. A leftover balance of $107.73 was owed as a result of July 2023 monthly dues, annual fee (recurring annual fee charged the same time every year), and one remaining late fee being outstanding. This is why the member was drafted for this amount further on 7/12/2023.

  Although the amount collected was justified and no refund can be issued of this amount, it was found that Erika’s membership was not cancelled until 11/25/2023, and we wrongfully collected August 2023 – November 2023 of monthly dues. Refund was issued on 1/25/2024 in the amount of $172.21. Refund will finalize in 3-5 business days from initiation date.

• Initial Complaint

  Date:04/27/2023

  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 on March 14, they told me they would email the receipt (never got it)..
  Now they are trying to collect more money for the membership.

  Business Response

  Date: 11/18/2024

  As previously noted, the member's refusal to pay the Buyout Fee has impacted their request to cancel a 12-month contract. The member originally joined on a 12-month membership on 9/18/2022, with a term ending on 9/30/2023. On 3/30/2023, the member visited one of our clubs to request a cancellation (the date of visit indicates that member was still within their term contract). At that time, they were informed that to proceed with cancellation, a Buyout Fee of $100 would be required. The member was made aware that failure to pay this fee would result in the membership remaining active, with monthly charges continuing as per the contract.
  
  Following this, the member began declining payment on monthly invoices starting 4/01/2023. Per our policy, memberships with four consecutive months of declined payments are subject to being sent to collections. For 12-month memberships, the entire contract value is forwarded for collection in such cases. Accordingly, this member’s account was sent to collections on 7/16/2023, covering the monthly dues from April 2023 through September 2023. The total balance of $389.82 reflects all payments required to fulfill the contract's terms, as agreed upon when the member enrolled. Please see the attached snapshot of the outstanding balance and refer to the account notes for further support on our findings.

• Initial Complaint

  Date:04/24/2023

  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 a member for years. So have my children. My son signed up for a membership. However. I got on with ************. I canceled my membership or so I thought because I had switched to the ************ so I thought it transferred. It didn’t. And My son went in to change his over and did so but they charged him 3 months. My husband tried to sign up under the Pres membership and the front desk gave him immense trouble. I called but they said I must come in. I live out of town which is why I had it on hold in the first place. I went in when I realized they were double charging me. Omar was “busy.” I live out of town and do not have time to fight with someone who is too busy signing others up to care about those who helped build the company. I’ve been a member since 1994. Anyway. He kept resetting the form because I refused to sign that I would NOT refute the charges. I am in fact refuting the charges. Big time. I have been double charged and I paid extra on my sons membership. I’ve paid more to defined than I need to and then I signed up for. I don’t skip o it on my bills. I do however, resent the **** out of being overcharged. Then Omar said I can never come back to that club. He said I was rude to him … by demanding that he take care of this. And the company called me but never called back. My credit card company said the charges are “still being considered”. No. They will reverse 2 months in my account and 3 months in my sons account. As for the discrimination I’m going to claim I court that is being researched. Their fee schedule is improper. Wrong and malicious. Them their behavior is intensely aggressive. Plus. They ignore u til people go away. I’m going to sue them if I do not get 1) the money I’m owed and 2) access to the Rio club where I’ve had a membership since they opened. Defined owed me 5x 43.04. . If I need to take them to court to get them to stop ripping people off and being hateful and discriminatory I will.

  Business Response

  Date: 11/18/2024

  When a member with a paid membership becomes eligible for an insurance-based membership through ************, they must visit the front desk at any of our clubs to initiate the switch. The transition is not automatic upon enrollment with ************.
  
  According to account notes, the member visited one of our clubs on 3/19/2023 and informed management that they had called in November 2022 to request the cancellation of their paid membership. Management explained that we do not process cancellations over the phone; all cancellations must be completed in person at the club. The member acknowledged awareness of this policy but had not visited the club since the phone call to finalize the cancellation. Consequently, their membership remained active, and billing continued through March 2023.
   
  During this in-club interaction on 3/19/2023 interaction, it was revealed by the member that they had recently enrolled with ************ insurance but mistakenly believed this would automatically switch their membership to an insurance-based plan. To be concise, Defined Fitness held no knowledge that the member was now eligible for an insurance-based membership prior to their reveal of this information at this time.
  
  To summarize, the member’s paid membership was not canceled for two reasons:
  
  1. The member did not visit a club to complete the cancellation in writing.
  2. The member did not visit the club to initiate the switch to an insurance-based membership.
   
  Despite this, management sought to resolve the issue during the 3/19/2023 visit. The member’s membership was canceled effective 3/20/2023 (see below), and there was no double-charging. The invoice history confirmed that charges for 2/01/2023 and 3/01/2023 totaling $86.02 were disputed by the member and subsequently credited by their financial institution.
  
  The member was not switched to the insurance-based membership due to being banned from our clubs following inappropriate behavior and language toward staff and management.
  
  Regarding the member’s son, records indicate that his paid membership was inactive as of 11/29/2022, with no subsequent charges beyond 11/01/2022. His insurance-based membership became active on 2/24/2023, prior to the member's BBB complaint, confirming no double-charging occurred. Similarly, the member’s husband's insurance-based membership was activated on 2/04/2023.
  
  All membership transitions for the member, their son, and their husband were handled according to standard procedures.

• Initial Complaint

  Date:04/19/2023

  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 2/3/23, I visited the Defined Fitness location on Juan Tabo to cancel my membership. I was talked into putting it on a 6 month freeze instead, for which I paid, up front, a $50 + tax fee to do. I did this and was told my monthly membership fees would be put on hold until august. On 3/1/23, I was charged the monthly membership fee. I called the location numerous times, and received little to no information regarding the issue other than it wasn’t done correctly. I was informed that a refund would be coming. On 4/1/23, I was charged a monthly membership fee again. I promptly called the location and was told there was an issue with their billing system that should be resolved soon. I spoke with a site manager twice since then, who assured me accounting was working on it, but have yet to receive a refund for both months. I am seeking a refund for both months as well as the freeze fee I paid up front, and a full cancellation of my membership. I have been a defined fitness member on and off for nearly a decade, and have never received such poor service.

  Customer Answer

  Date: 06/26/2023

  Account closed and refund received.

• Initial Complaint

  Date:04/17/2023

  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 haven't used the gym membership/service since before December. As of February 2023, I had fraud on my card and around the same time, I requested to cancel my gym membership. They had me go through the process of canceling. Come to find out, nothing was done about it. I am still getting charged for March and April. They keep sending me notifications that I haven't paid my bill yet I had already requested to cancel my account. The club manager is telling me that I cannot cancel my account until I pay for the two months missed. I am not going to pay for them because I didn't use the service. I'm not even requesting a refund of December or January because I knew I still had the membership at that time. I am solely disputing the months after I requested to cancel my account.

  Business Response

  Date: 02/06/2024

  Member filed complaint with AG’s office and issue was resolved. Because member’s account remained active, a balance accrued and was sent to collections with ****** * ********** as of 6/16/2023. The balance has since been waived and removed from the membership account and debt account with ****** * ********** has been waived and closed. 

  Customer Answer

  Date: 02/06/2024

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

• Initial Complaint

  Date:03/15/2023

  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 have been trying to find my account number to change the payment method on my account, and I have searched everywhere and I have no idea how to access it. I’ve tried placing a request on the website for some assistance and no one has answered me. This information should be easier to access

  Customer Answer

  Date: 05/19/2023

  Verbal response: Have been contacted by business and issue has been resolved.

• Initial Complaint

  Date:03/08/2023

  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.

  They advertised for their Hilltop location before it opened up you could sign up for $1 awaiting the opening of the new gym. I signed my son and myself up creating two accounts. That was in November 2022. The club was supposed to open Dec 1 but this didn’t happen. They opened In Jan. The dues were supposed to start Dec 28th. My Credit card they had on file was cancelled because it was lost. In Feb I was contacted by an automated company. I finally realized it was Define fitness. It was ABC something. I inputted my credit card number and they charged me $120 for my don and my account in overdue charges. I have called the club twice and no manager ever calls me back. I want those charges returned to me because I was never alerted to them. They are doing this to other people at this club. I uploaded a screen shot from a Facebook advertisement showing them overcharging people and no one being able to contact their manager.

  Business Response

  Date: 02/06/2024

  This issue is in alignment with the billing issues that occurred for all members due to billing software conversion Defined Fitness went through effective January 1, 2023. Member was issued a refund in the amount of $129.06 on 2/14/2023 to resolve the billing issue they faced. Member continues to occupy an active membership and no further billing issues have occurred since then.