ComplaintsforDefined Fitness
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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
06/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
The billing department is pulling out random amounts from my bank account stealing my money after I had canceled and closed my account and they told me I would not be charged any more for that account then one month later they pulled 75 dollars from my bank account from the closed account. They are stealing money from me.Business response
08/12/2022
Response DateAugust 12, 202
RespondentDaniel L**** – Defined Fitness Director of Sales and Operations
Complaint ID********
In reference to the above complaint/statement regarding Mr. ********* we have researched the account and have determined that Defined Fitness was not at fault in this situation. The money deducted from the account for Mr. ********* on June 1, 2022 was for a defaulted payment in April from the checking account provided. I attempted to call Mr. ********* on 08/12/2022 and after stating my name and title the line was disconnected. At this time the matter is closed on the end of Defined Fitness as we have determined no further action is needed. We recommend Mr. ********* research his checking account to verify the payment for April never posted.
Thank you for allowing us the opportunity to respond.
Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved.Initial Complaint
01/10/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I signed up for a 12 Month membership on 1/1/2021. I called the location in October of 2021 to inquire about cancelling. I was advised it would be less expensive to just pay the remaining month of my contract than to pay the cancellation penalty. I went in to the facility on 12/4/21 to confirm the cancellation AFTER they deducted my December payment. They said that I still owed for another month and to keep paying my monthly dues. I filled out a cancellation form and asked to speak with a manager. They said none was available. Now every time I call they screen the call and eventually tell me someone will return my call. They have now taken money out of my account again and refuse to let me speak with a manager. I have a picture of my cancellation form i submitted to them over 5 weeks ago.Customer response
01/14/2022
Verbal Update: On January 14, 2022 I stopped in the business and was able to speak with the manager. He was able to assist me with what I needed. The issue is now happily resolved.Initial Complaint
01/06/2022
- Complaint Type:
- Order Issues
- Status:
- Answered
I have reached out to Defined Fitness to cancel both memberships that were started in early 2020 due to the existing nature of the pandemic and avoiding areas of high exposure and reduced safety. I contacted defined fitness on 01/03/2022 to request a cancellation and was told I had to physically go into the location on 8020 Central Ave SW, Albuquerque New Mexico to cancel. I asked for any other way to to process this and was provided the two email addresses of managers: Jacques E. T**** ****************** & Jacob O***** ******************* which I submitted a written request to cancel my membership. I did not receive a response and on 01/05/2022 sent a follow up email. I was responded to at 7:58pm form Jacques who mentioned he attempted to call the number I provided him but wasnt able to get through. I didnt have a record of a missed call or a voice mail. I responded to Jacques asking for a number and time to attempt to contact him proactively, which he replied on 01/06/2021. I contacted Jacquez on 01/06/2021 and requested to cancel my membership. Jacques said I would have to physically come to the location to cancel, I explained the situation of being in a household with someone that has covid. He said that he would freeze my account and I would have to go in on February to request the cancellation. He said I have to legally provide a signature to cancel my account, which I asked for a copy of my contract and the forms to be emailed to me. I was told that I was not able to have my contract sent to me via email or mail, that it could only be obtained in person. When I asked what would happen if I moved out of state, he said "that would be a problem, we would need you to be in person to cancel this". I am going to approach stopping any payment from my credit card to this company but feel that the practice of requiring all transactions to be completed in person, in addition to it being a pandemic and refusing to provide any copy of a contract or means to end it.Business response
01/07/2022
Complaint ID: ********
Respondent: ****** *****
Director of Sales and Operations
Defined Fitness
Resolution: Membership cancelled effective immediately
Response: Thank you for allowing the opportunity to respond to the complaint issued by this member. In the case of ***** and ****** ******** we have cancelled both memberships effective immediately and no further charges will be deducted by Defined Fitness. We will not be issuing a refund for this membership as we did not receive the request until after the 25th of the month prior, as outlined in the membership agreement. We absolutely understand these member concerns and will attempt to do better in the future to be more accommodating. Thank you for this opportunity.Customer response
01/11/2022
Complaint: ********
I am rejecting this response because: Defined Fitness is not making any changes to prevent unreasonable effort on consumers to end a business agreement. The “attempt” to do better is a generic and vague response In my pursuit of cancelling my membership I was told multiple times this was a Defined Fitness policy. I take this as a company trained approach to hold someone’s money hostage that could easily be rendered to an acceptable method for ending a contractI would like to see Defined Fitness make an actual change and provide members with a copy of their contract via email or upon request. Allow for a written or emailed request to end the services. Training for their management to provide resolutions for their consumers. I was told I couldn’t be reached, but only after I followed up via email. Also I was given corporates number which did not result in being able to speak to someone. As a result there has still yet to be a call back from the voicemail I left on the extension I was transferred to after going though prompts.
The business practices of this company are unacceptable, unreasonable and only stand to cause a consumer to lose money in the process
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
11/19/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Obtained a membership for my daughter in May, 2021. Went to cancel today, 11/19/2021, and was charged $100. to cancel the membership. This was NEVER explained to me prior. And I don't know why my membership was month to month, but my daughter was on an annual, I did not know there was a differenceBusiness response
01/07/2022
Complaint ID: ********
Respondent: Daniel L****
Director of Sales and Operations
Defined Fitness
Resolution: One month credit offered upon return
Response: Thank you for allowing the opportunity to respond to the complaint issued by this member. In the case of Mr. ****** ********** on behalf on **** **********. The membership type that the **********’s opted in to for **** was offered at a lower introductory rate due to the term of the membership. This lower introductory rate allowed **** to start on a membership with Defined Fitness for $5.45 compared to our normal $99 startup fee, but did come with a 12-month term commitment. We are willing to offer a credit for one month usage upon ****’s return and engagement in a monthly or 12 month membership with Defined Fitness, should the member wish to return to Defined Fitness.Initial Complaint
11/05/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
On August 5th of 2021, I was billed around $75 by Defined Fitness on San Mateo. I had initially tried to cancel prior, but they told me they would still bill me, but I was never told that the cutoff was the 25th of each month. I had used no amenities in the end of July nor did I go at all in the month of September. I called numerous times (due to having covid) to talk to the manager for a refund and each time I had missed the manager. They continuously told me to call the manager so she could settle it for me, but each time I have she has not been there. I even went there twice and she was not present, but at this point all I want is a refund for not using the amenities for a month and a half entirely nor the entire 2 months (the annual rate) that I was billed. I barely went maybe once in July as well.Business response
01/07/2022
Respondent: Daniel L****
Director of Sales and Operations
Defined Fitness
Resolution: One month credit offered upon return
Response: Thank you for allowing the opportunity to respond to the complaint issued by this member. In the case of Ms. ****** we are unable to substantiate the claims as outlined in her email but are willing to extend the member a complimentary month for use in the future should the member wish to return to Defined Fitness.Initial Complaint
11/01/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
Doesn't look like they know how to cancel memberships or do anything at all. Went in person to cancel around beginning to middle October, female employee had me fill out paperwork and told me I was taken care of. I had a strong feeling I was not taken care of.. Called 2 times each week after that to make sure the membership was cancelled so I wouldn't be charged. The employee on the phone checked the membership and said it was not cancelled but that he would take care of it right away. What do you think happened today, on Monday, November 1, 2021... yep I got charged STILL because the membership was indeed not cancelled just as I thought. How ******* hard is it? I used to work at a gym, a very busy gym, it is not hard. It is not hard to train your employees correctly, it is not hard for managers to be present and working more than they are, it is not har or difficult or anything, yet Defined Fitness, its managers and employees, all are apparently ****** and do not follow through on what they say. Having an easy entry level job, such as defined fitness, should be one of the easiest things in the world to do, however for this company and these employees, working an entry level job is like rocket science to them. Have fun moving up in the world because you won't. Also was reading the other reviews and complaints and I 100% agree and side with every customer, this statement in particular is absolutely true... "It seems that Defined Fitness is all too comfortable sending their customers' accounts to collections rather than resolve the issue. The lack of communication from Defined Fitness is not the fault of their patrons. Ruining patrons credit by sending accounts to collections is not acceptable and I will not allow my credit to be ruined in this way either." I am not paying anything, expect the membership to be completely CANCELLED, and will be advising everyone I talk to, AGAINST a defined fatness membership. Do better, because almost every other business isBusiness response
11/03/2021
Response Date November 3, 2021
Respondent Daniel L**** – Defined Fitness Director of Sales and Operations
Complaint ID ********
In reference to the above complaint/statement regarding Mr. ********* we have researched the account and have cleared the balance on the account and cancelled the account effective immediately, it appears there was a clerical error on our end. While we appreciate the feedback provided from Mr. ********* regarding his account we do not appreciate or respect the disparaging comments made towards and about members of our staff. In the future when seeking a fitness membership we recommend Mr. ********* seek out a membership elsewhere or come to Defined Fitness with a positive attitude as fitness should be surrounded by positivity.
Thank you for allowing us the opportunity to respond.
Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved.Initial Complaint
09/16/2021
- Complaint Type:
- Billing Issues
- Status:
- Answered
I joined Defined Fitness about June of this year. I paid them monthly with my credit card. Sept.1, I went on Medicare and that insurance would now pay for a gym membership. I went to the gym to make the change from my credit card to the insurance and manager, Erica, told me they were charging my card a cancellation fee of $100. I argued I wasn't CANCELLING anything, just making a CHANGE. They did it anyway. I'm still going there, so it wasn't a cancellation, just 3 minutes of computer work. This is not right, it is wrong and I wonder how many other senior citizens they have ripped off. Corporate money grab. Shame on you.Business response
09/23/2021
Response Date September 23, 2021
Respondent Daniel L**** – Defined Fitness Director of Sales and Operations
Complaint ID********
In reference to the above complaint/statement regarding Mr. *******. In reviewing the account we have determined that Mr. ******* does owe the $100 membership cancellation fee for the membership that he willingly opted into on February 22, 2021. I attempted to call Mr. ******* on 09/23/2021 at 5:27pm and did not receive an answer. Mr. ******* claims that his membership is simply transitioning to a different membership type and therefore not cancelling, however it is outlined in his membership contract that any changes to the existing contract will result in a buyout fee of $100, when cancellation occurs. This membership will remain active until the appropriate cancellation paperwork is completed and until the $100 membership buyout fee is paid. This account is still open and the charge of $39.99 will be charged on October 1, 2021 unless a cancellation form is submitted and the $100 buyout fee is paid prior to the 25th of September 2021.Thank you for allowing us the opportunity to respond.
Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved.Customer response
09/27/2021
Complaint: ********
I am rejecting this response because:Our caller ID shows no evidence of this phone call. I went to the corp. office, prior to filing this complaint with the BBB, and the office is closed. A note on the door says call this number. No return phone call. I asked Erica to have Daniel call me. No call. Stonewalled, I went to the BBB. I suggest DF call me again. *** ****
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]Business response
10/01/2021
Response DateOctober 1, 2021
RespondentDaniel L**** – Defined Fitness Director of Sales and Operations
Complaint ID********
I attempted to call Mr. ******* again at 01:57pm on October 1, 2021. Our stance remains and it appears in our system that Mr. ******* paid his membership buyout fee on 09/25/2021 and is now established on his insurance membership.
Thank you for the opportunity to respond. This account is closed in our system.
Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved.Initial Complaint
09/10/2021
- Complaint Type:
- Order Issues
- Status:
- Answered
The owners of defined fitness will not cancel a membership even though the contract has ended. They continue to say they cannot close the account unless we pay although they have already withdrawn over 270$ past the time of cancelation. It is known that the owners will force you to not close an account. He said if I don't pay him he will "send me to collections." The thug and raquettering approach these owners are participating in is not appropriate in American buissnessmembership! They even gave me a fake email! Please help!! I've lived out of state for months now and they still demand more money and won't cancel the mebership! I need help.Business response
09/16/2021
Response DateSeptember 16, 2021
RespondentDaniel Lenzi – Defined Fitness Director of Sales and Operations
Complaint ID********
In reference to the above complaint/statement regarding Mr. ******. In reviewing the account we do not have a record of cancellation for Mr. ****** on his individual membership but we are interested in resolving the account in a manner that is acceptable for Mr. ****** and Defined Fitness. The membership that Mr. ****** willingly opted in to on March 4, 2020 was set to convert to a monthly agreement following the completion of his 12-month term agreement. The current balance on the account is $75.85 which I have cleared as Mr. ****** emailed an invalid email on August 27, 2021, therefore Mr. ****** has a zero balance with Defined Fitness and the account is cancelled. Thank you for allowing us the opportunity to respond.
Defined Fitness has been and will continue to be committed to providing a safe environment for our staff and members and have recently doubled down on this commitment with the addition of new clubs and amenities. For a complete list of all locations and amenities please visit ***************. We are committed to working with our members and conducting business in a fair and equitable manner for all parties involved.
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Customer Complaints Summary
53 total complaints in the last 3 years.
36 complaints closed in the last 12 months.