ComplaintsforDefined Fitness

• 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,
  
  ***** ******

• Initial Complaint

  12/04/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  In September 2023 I entered in to contract with Defined Fitness Sandia Club. I figured I'd just pay for a few months while waiting for my new insurance to start in January 2024. To use Sliver sneakers membership.Unfortunately I've become unable to go to the gym at this time. I WOULD LIKE TO CANCEL MY MEMBERSHIP, Ice been trying to cancel starting with my first visit to Sandia Club. So I can use my silver sneakers. I have emailed the club manager several times and called left messages with him also emailed corporate. With no response or email just reminding me to make payment as I canceled that card after a month of trying to contact management. So now I owe $152.83.

  Business response

  12/12/2023

  Thank you for bringing this to our attention, Ms. *****. After looking into your account, we apologize for the miscommunication and will waive any past due balance. Additionally, we have canceled your membership effective immediately. Please do accept our apologies and we wish you the very best. 

  Customer response

  12/13/2023

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

• Initial Complaint

  11/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am filing this complaint because Defined Fitness has sent a $344 debt from an membership (I had tried canceling) to a collections agency. I tried canceling my membership on multiple occasions and was told (by an employee at the location I frequented) that they "couldn't do it at this time". I called the home office twice but was met with hostility when I told them I needed to cancel my membership and was told "the person who can cancel memberships isn't here right now" both times. Ultimately, the card was to expire a few months after these attempts so I paid for another three or four months and made no effort to update to update my billing information when it expired. They tried charging the expired card for roughly 10 months after it had expired and now sent that amount to a collections agency. To my knowledge, I had a month to month contract, not a term contract, so I should have been able to cancel at any time. I had issues canceling a membership with them 5 years ago and was charged each month for three months after that membership was canceled before I finally got them to stop charging it.

  Business response

  12/05/2023

  Dear Mr. *******, 

  We are sorry to hear about your unfortunate situation regarding the attempt to cancel your membership, and the ensuing troubles you had with that subsequent billing issue. As such, we will be sure to let those collection agents know we do not hold you to this debt, and will release that from your account. Please accept our apologies.

  Thank you,

  Defined Fitness

• Initial Complaint

  07/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  see attached They have a swimming pool with a handicap lift. I am a t5 paraplegic. The left is needed for me and others to get into and out of the pool the lift has been inoperable since I joined the gym. I'm simply asking they repair the lift. Every time I ask someone no one knows anything about it. Please help. It is a federal law that the lift be functional

• Initial Complaint

  07/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Silver sneakers exercise room, senior citizen exercise room, air conditioner not working. Room was 85 degrees today. Exercisers are sr,. citizens, some on oxygen, and walkers. The heat is very dangerous. They put in 2 small air conditioners that do not cool room down. Wrote to them and they did not respond. Help. It is located on Juan Tab

  Customer response

  07/19/2023

  Verbal Response: They have worked on the problem. They moved the class to a smaller room with air conditioning. 

• Initial Complaint

  04/27/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  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.

• Initial Complaint

  04/24/2023

  Complaint Type:

  Billing Issues

  Status:

  Unanswered

  More info

  I have been a member for years. So have my children. My son signed up for a membership. However. I got on with Presbyterian. I canceled my membership or so I thought because I had switched to the Presbyterian 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.

• Initial Complaint

  04/19/2023

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  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 response

  06/26/2023

  Account closed and refund received.

*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. ↩