ComplaintsforDefined Fitness

• Initial Complaint

  06/25/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was a member at Defined Fitness for some time. I was basically bought into the membership even as i did not want it because i use another gym location. Whatever. I called to have my membership cancelled. They said i needed to go in to cancel. Okay. I went in. Talked to a gentleman at the location i went to, and he said my membership would be cancelled. Over the next few months, i kept getting attempts to charge for a membership i was told was cancelled. I did not allow for it to go through. Recently I've been receiving threatening calls from a collection agency to pay over 500$ for a membership i was told was canceled???? No. We are NOT doing that. Defined Fitness is an absolute PREDATOR of a business. When you are told your account is cancelled, and now its sold to collectors for that high of an amount AND they are threatening you? Not okay.

  Business response

  07/11/2024

  Our records show that member joined online on 11/26/2023 and opted into a 12-monh contract membership. We do not have any record of member’s attempt to cancel, which would have been a signed cancellation form or a collection of the $100 Buyout Fee that would have been applicable. Without proof of cancellation attempt, we are authorized to hold the member accountable according to the agreement they signed—that is, we have the right to pursue collection attempts of funds rightfully owed when monthly payments are not fulfilled. We also show that the member was late for payment in January 2024, with the past due balance accruing in February 2024.
  
  
  12-month contract memberships that accrue a balance after 120 days are sent to collection at the full contract value (meaning the entirety of monthly payments that the member would have been obligated to when opting into a 12-month contract). However, we would be willing to only collect the balance accrued after 120 days, which consists of the following: 
  -2/01/2024: $42.96 
  -3/01/2024: $42.96
  -4/01/2024: $42.96
  -5/01/2024: $42.96
  
  us why here...

  Customer response

  07/12/2024

  I went into the San Mateo/Mcleod location and asked for cancellation. Male manager there gave a verbal confirmation, nothing written. 

• Initial Complaint

  05/01/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  I have not been to Defined Fitness for over a year now and due to life circumstances, I have not been able to make it into the gym to cancel my membership. I have tried several times within the past year to cancel my membership but I am always directed to go into the gym to cancel. I tried calling and emailing my home gym and the corporate office to have this resolved. However, due to my current circumstance, I cannot make it to the gym to cancel. When I try to explain how hard it is for me to go into the gym to cancel, I get ignored by both manager of the gym AND corporate Just to be clear- I do not want my money back for the times I've tried to cancel. I just want the membership over and done with.

  Business response

  05/03/2024

  I am reaching out after receiving notice of your membership concern. As it turns out, you have been experiencing difficulty getting your membership cancelled. It’s my understanding that you are unable to visit our clubs due to medical reasons and you have not been provided proper assistance to have your request for cancellation honored. 
  
  I would like to personally extend apologies on behalf of Defined Fitness. We understand that this must be frustrating and we regret to have imposed any inconveniences on you. We have cancelled your membership effective today, 5/03/2024. Below you will find proof of the membership now showing a status of inactive for your records. Further, we have issued you a refund for the membership dues that were recently drafted on 5/01/2024. The refund totals to an amount of $75.18 and will be returned to the **** card ending in ****. Please allow 3-5 business days from today’s date for processing. 
  
  We hope you find comfort in this resolution offered and wish you the very best in your future endeavors. 
  
  
  
  

  Customer response

  05/07/2024

  [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

  04/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  My family and I were members of defined fitness Rio rancho. We went to work out and were told that our accounts were “inactive.” They said that we were unable to work out. So we took that as our accounts were closed. We have since moved to another state. Now my kids and I and my girlfriend our all receiving calls from collections agencies. Saying that we owe money. This scared our family. I have made attempts to reach out and resolve this issue. I sent 3 emails with no reply. I have called multiple locations. I spoke with supervisors and general managers. (****** ****, and ******) they all said that they would call me back with resolutions and not a single one has responded. I call them again and they put me on long hold times with no resolution. I have evidence of me contacting them and them not answering. I have provided them with my account and contact information. My sons account information and my girlfriends. (**** *******) (****** ****) (***** ****)

  Business response

  05/02/2024

  After speaking with the member over the phone to get more insight, it was determined that the member did not receive the proper assistance from staff needed to successfully have their memberships cancelled before they moved. 
  
  With acknowledgement to their concern, Accounting has waived all past due balances, along with removing the accounts from collections with ****** * **********, for the following memberships: 
  -**** *******
  -******* ****
  -****** ****

   

  
  

• Initial Complaint

  03/09/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In July of 2023 I cancelled my membership with Defined Fitness. I filled out all the paperwork for cancellation and went about my business. I recently had a hacking attempt of my card so I reviewed my card statements and noticed DF was still charging me $43.44 per month (Aug 2023 - Mar 2024). They refuse to refund the $347.52 even though their records show I last was in their gym in June of 2023. I believe I am entitled to a refund.

  Business response

  03/14/2024

  We apologize for any frustration our cancelation process my have caused.  After reviewing the account we are honoring the refund request based on verifying that there is no history of visiting the club since 6/13/2023. A refund for the months of July 2023 - March 2024 in the amount of $421.89 has been issued today, 3/14/2024, and it will take approximately 3-5 business days for processing. 
  

  Customer response

  03/17/2024

  [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

  02/13/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called Defined Fitness to cancel my account and they told me I had to come in to cancel. I came in to talk to the manager and cancel my account since I had broke my finger. A few days ago I get a call from collections saying I owe $655 for my Defined Fitness membership. I called Defined Fitness have been going back-and-forth about the situation. What I had gathered from the General Manager I spoke to was that I came in January 2, 2023 to cancel my account. They reopened my membership on January 6, 2023 because of a balance that did not process. I have not received any type of text message or email about my membership being re-opened, or anything about a balance that popped up until I get a call a year later about the debt owe.

  Business response

  02/20/2024

  After careful review, we confirmed that member paid the past due balance of $107.54 on 1/06/2023 to allow for the cancellation of their membership. Due to the billing software conversion at the time, the cancellation was not processed successfully. We have since waived the past due balance of $655.97 that further accrued due to the system’s failure to process the cancellation. We have also contacted ****** * ********** with direction to waive and close the debt and debtor account in the name of ****** ******. 
  
  
  
  
  

• Initial Complaint

  02/01/2024

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  They make it impossible to cancel and I've been charged for February even though I've been trying to cancel since the 30th. $45 is a lot of money to me. I have called and stopped in and left messages only to be ignored. I wish I could charge them my hourly fee for all the time it has taken me to cancel. It's easy for them to take my money, not listen to any complaints or suggestions, be treated rudely and watch my hard earned money pay for people to stand around and ignore me and do nothing - it is a huge effort and inconvenience for them to even check me in or say hello or thanks for coming.

  Business response

  02/12/2024

  Please see attached email correspondence.  Mrs. ******** complaint was addressed and resolved.  Her membership agreement was canceled and a refund in the amount of $43.26 has been refunded to her billed credit card. There was a delay in the refund due Mrs. ****** requesting a chargeback from her credit card.  The stop payment freezes our ability to credit the account until the credit card dispute is resolved.  We have moved forward and issued the refund and confirmed her account has been canceled. No further action is needed. 

  Thank you

  Customer response

  02/13/2024

  [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

  01/27/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I began a membership with defined fitness Riverside back in January of 2023. The following summer of 2023 I injured my knee that subsequently had to have surgery. I knew I couldn’t cancel my contract but have now come in 4 times in January to cancel it and get the run around and excuses every time. They tell me I cannot cancel if there isn’t a manager available, if it’s on the weekend (I work during the week) there is no manager on site apparently, and now on the 27th, I have missed the cutoff for charging me for an additional month! So I’m at a loss, no one seems to know how to cancel my membership and I continue to be charged. I have already had one knee surgery and am looking at another in the next few months. Can someone please help me?

  Business response

  01/29/2024

  Out member services department reached out to Ms. ***** and follow-up with an email. She was issued a refund in the amount of $43.04 back to the original payment type drafted from for January’s monthly dues. As requested her membership was cancelled effective immediately. We apologize that she needed to go though this avenue for a resolution.  

• Initial Complaint

  01/26/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I signed up for their service when their new club opened in Rio rancho I then got a job where I was working out of state and continued to pay for the service without using it for well over a year and a half I recently had credit card info change due to an unrelated data breach with another company. I went by the hilltop location near the end of December and I asked for the service to be canceled The representative told me I had to go to the other location where I had signed up and they couldn't help me even though this is the location that's nearest to my home. When I contacted this location by phone they said they couldn't process this over the phone, which I thought was weird because they allowed me to sign up over the phone. I spoke to representative a few days later at the club when I had her chance to go into the location and during that time they charge me for another month, they're continuing to bill me for service that I'm not using and had already asked to be canceled. The manager said he could cancel after I paid the 2 months past due. I told him I didn't think that was fair and I shouldn't have to pay any of the past due because I hadn't been using the service furthermore I've been paying for the service and not using it for over a year and a half so it's not like they're losing out in this situation. Representative agreed to cancel and credit one month's worth of service but didn't have the authority to do more and referred me to his manager **** who I waited for a call back from for 10 plus days and he never called. Finally I called and got a hold of him and he was unwilling to do anything beyond what the first manager offered and told me he would have his accounting department call me by close of business and they were the only ones with authority beyond that 3 days later still no call. I called the billing dept. And now I'm told they will cancel my membership but I have to wait for a call from the manager **** supposedly in the next few hour.

  Business response

  01/29/2024

  Our member services department has reached out to Mr. ******* today (February 29, 2023) with a resolution to waive his past due balance for January and cancel his membership, as requested, effective immediately.  We apologize that handled the situation poorly. 

• Initial Complaint

  12/27/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Fitness has threatened to send a $226.11 (and growing monthly) debt from a membership (I had tried canceling) to a collections agency. I attempted to cancel my membership on 9/22/23 and was told (by an employee at the Mesa location I frequented) that they "couldn't do it at this time and to come back next week “ I explained that I worked on the other side of town and did not live in Abq. anymore. The employee stated “I could go to any location to cancel” On Tuesday 9/26/23 I went to the San Mateo location and was told again “I could not cancel my membership at this time and would have to wait until after 10/1. I explained I didn’t want to wait because I didn’t want to be charged another month plus my annual enrollment fee. The employee told me to call the gym manager to see if there was anything that could be done. I called Mesa location and spoke to ***** the club manager. He stated “he would not charge me for October as long as I came in on the 1st to cancel” 10/01, I went to Mesa Club, I asked for ***** I was told by ******* (General Manager) that he was busy and she could help me. I explained the situation to her and she said the only way they could give me October free is by continuing my membership. I told her that I didn’t live in Albuquerque anymore and had bought my own gym equipment and needed to cancel. I told her I would dispute the October charge because ***** had told me he wouldn’t charge me. She then said since I was disputing she would not cancel my membership and would send it to collections. I had been a member for 2 years and paid faithfully. I’ve even paid for training sessions. I’m disappointed in the way I’ve been treated, when I’ve done everything possible to cancel this membership.

  Business response

  12/28/2023

  Ms. ******, 
  
  It is with our regret that we have imposed any inconveniences on you and we sincerely apologize for the confusion regarding your membership cancellation.
  
  In order to rectify this problem, we are happy to cancel your membership effective immediately. Additionally, we will waive the past due balance and refund the October 1, 2023 draft in the amount of $75.32. This refund has been issued today so please allow up to 5 business days to see the refund reflected on your original payment method.
  
  Thank you for your patience and understanding. We wish you the best!

  Customer response

  01/02/2024

  Complaint: ********
  
  I am rejecting this response because:

  The amount charged to my account for October was $118.36. I would like this amount to be refunded. 
  
  
  
  Regards,
  
  ****** ******

   

  [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

  12/18/2023

  Complaint Type:

  Order Issues

  Status:

  Resolved

  More info

  I joined defined fitness for a month while I was in town helping my elderly mother. I was convinced that it was better for me to join the gym for the extra two months and then quit when I attempted to quit today. I was told there was a $100 contract fee in order to cancel my membership. I was never told about this. Every time I go to the front desk to discuss this. There is a new person who knows less than the last person I have attempted to talk to the manager who has referred me back to the front desk. This gym is so poorly managed. I would never have joined it if it weren’t for the terrific instructors that work there I would like to cancel my membership with no penalty. Thank you.

  Business response

  12/20/2023

  We are so sorry to hear about this situation, Ms. ******. We see you purchased a 4-week pass on 9/13, then it looks like on 10/18 you signed up on a 12-month contract. Then on 11/28, you purchased a single visit pass. 

  As such, we see that you were not given the best options and we sincerely apologize. Our resolution can be that we cancel your 12-month account effective immediately without applying the buyout fee. Additionally, we will refund you the single visit pass.

  Again, we sincerely apologize and wish you the very best on your fitness journey.

  Customer response

  12/23/2023

  [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,
  
  ***** ******

*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. ↩