Defined Fitness

I misplaced my keys there at the Juan Tabo location. When I called to find out if someone had turned them in, nobody was willing to check, ask someone in the locker room if they were there, or try to help me. I just get rudeness from them and a lot of runaround. The hot tub is always being shut down. As of now, it has been at least 4 months and all I get are lame excuses for it from employees behaving like broken records because they don't know anything! For 2 weeks, the water for the showers has been cold. First the hot tub, then the water, then the rudeness from the gym employees! That is it! I am leaving for a gym who knows how to be respectful to members.

Hello Revdex.com,Thank you for the opportunity to address this concern As you know Defined Fitness takes member experience and providing the best possible customer service very seriously We also appreciate the A+ rating and accreditation we have with the Revdex.com and strive to maintain them.I have researched the claims made by this member and they cannot be substantiated in any way I have spoken with our Account Management Specialist, Human Resources Department, Director of Operations as well as the receptionist here at our Corporate Office No one has any record in their call log or email related to this member or his complaint While we appreciate the support of the Revdex.com we always make time to resolve any complaint that is brought to our attention before it has to be referred to you In this case it appears we were given no such opportunity.Defined Fitness has in it's possession the signed membership agreement for this member stating the terms of membership cancellation (notice in writing by the 25th of the current month for cancellation of the upcoming month) as well as a signed (by this member) cancellation dated January that states "If I am signing this after the 25th, I understand that I will not be cancelled until the month after my next draft."This members draft has been cancelled, along with that of his fiance, as requested in writing on the 31st of January Thank you again for your help with this matter and for offering us the opportunity to discover that unfortunately one of our members was displeased with our membership policy.Best,Damon B***Vice President of OperationsDefined Fitness

Complaint: [redacted] I am rejecting this response because:The statement below by the business is correct, however, at the time I was an employee of Defined FitnessDuring orientation, I was instructed to immediately go to the gym and cancel my membership as it was free for employeesIf the membership fees were deducted, I was told they would be refundedAfter more than a week after orientation at the company HQ I was still not given any time frame of when employment would commence, was not able to contact management at the gym for more informationAfter to weeks I was contacted by the management stating they can get me in for employment at minimum wage for 1-days a week(during this entire process I was denied access to the gym as I did not have an active membership as it was Cancelled Feb 2) at this moment I advised the manager the job was not a fit more myself and resignedBased on Defined Fitness' response below, it states that I MUST cancel the 25th the month prior or will be billed for next months membership which is understandable, however, the fees were deducted and I was not given access to the gym for the month paidA company cannot accept payment for services not renderedThere have been several issues regarding this company and the payment practices Regards, [redacted] ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Hello again Revdex.com, Thank you for forwarding the follow up from our previous member, and apparently previous Team MemberAfter recieving the information that this complaint was being filed by a previous Team Member I conducted some research with our Team here to see what they knew about the request for a refund Although it is not the correct process to do so, this former Team Member did indeed reach out to our Senior HR Manager about a refund As, at that point potentially we could have resolved it but did not, I will reverse our original position and issue the requested $refundSincerely,Damon B***

Complaint: [redacted] I am rejecting this response because I have emailed corporate multiple times including management and call with no response I even went to a location on Riverside myself and was told I could cancel before the end of the month Regards, [redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

[redacted]

Complaint: ***
I am rejecting this response because I emailed their corporate on their website and no responseI even emailed again today and calls were left before with no responseI have attached current email just to prove it
Regards,
*** *** [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Hello Revdex.com,Thank you for the opportunity to address this concern As you know Defined Fitness takes member experience and providing the best possible customer service very seriously We also appreciate the A+ rating and accreditation we have with the Revdex.com and strive to
maintain them.I have researched the claims made by this member and they cannot be substantiated in any way I have spoken with our Account Management Specialist, Human Resources Department, Director of Operations as well as the receptionist here at our Corporate Office No one has any record in their call log or email related to this member or his complaint While we appreciate the support of the Revdex.com we always make time to resolve any complaint that is brought to our attention before it has to be referred to you In this case it appears we were given no such opportunity.Defined Fitness has in it's possession the signed membership agreement for this member stating the terms of membership cancellation (notice in writing by the 25th of the current month for cancellation of the upcoming month) as well as a signed (by this member) cancellation dated January that states "If I am signing this after the 25th, I understand that I will not be cancelled until the month after my next draft."This members draft has been cancelled, along with that of his fiance, as requested in writing on the 31st of January Thank you again for your help with this matter and for offering us the opportunity to discover that unfortunately one of our members was displeased with our membership policy.Best,Damon B***Vice President of OperationsDefined Fitness

Hello Revdex.com, Thank you for reaching out to and providing us a chance to respond to complaint *** As you know we take great pride in our “A+” rating and accreditation with the Revdex.com and always look forward to resolving any member issues that may arise As you
also know Defined Fitness makes every effort to meet or exceed our member’s customer experience expectations Although we focus very much on member experience, we place the safety and comfort of our members, guests and Team above all else We go to great lengths to ensure a safe environment that is welcoming to all.In this case the complainant was given a second chance after his first (known) disquieting interaction at our Riverside Club in January of this year where he inappropriately touched a member of our staff He has unfortunately failed to maintain appropriate conduct for a second time Defined Fitness outlines in our rules and regulations, which the member signed upon registering, that we forbid harassment of any kind On both of the occasions where the complainant violated our rules by harassing someone, he was observed by a member of Defined Fitness le***ship It is true that there are many occasions where members may be in the club taking pictures of themselves or their friend; but in admitting to a member of our le***ship Team that he was photographing someone whom he did not know and that he believed it was okay to take pictures of attractive women and wink at them ‘if he wanted to’ it is clear that we will not be able to continue to safely allow access for this member This member’s claim that there is “an unfair claim without proof” in this matter is utterly untrue as the member whom he made uncomfortable was in fact the Rio Rancho Club Operations Manager herself.The gym can be an intimidating place Defined Fitness is committed to a safe, welcoming environment for every member and we seek to eliminate any issues that would make a member, guest or our staff uncomfortable.A refund for the remainder of this member’s August dues was processed, and we wish him well in his fitness journey.Thank you,Damon B***Vice President of Operations Defined Fitness

Hello again Revdex.com, Thank you for forwarding the follow up from our previous member, and apparently previous Team Member. After recieving the information that this complaint was being filed by a previous Team Member I conducted some research with our Team here to see what they knew about the request for a refund. Although it is not the correct process to do so, this former Team Member did indeed reach out to our Senior HR Manager about a refund. As, at that point potentially we could have resolved it but did not, I will reverse our original position and issue the requested $refund. Sincerely,Damon B***

Hello Revdex.com, Thank you for reaching out to us on behalf of our former member While Defined Fitness hates to hear that anyone was less than thrilled with our service, it is through feedback such as this that we can improve and better provide the service our members need going forward.After
looking into this issue I was easily able to see that there was indeed a $credit that could be refunded back to the member While not everyone on our Team has the authority to complete a refund request such as this without the permission of someone like me, the Team Member mentioned in the complaint was authorized to do so, and I am unsure why she did not My sincerest apologies that we did not handle the request in a timely manner or as we should have.I have spoken with the CFO and she personally completed the $refund back to the card on file She is also going to follow up with the Team Member involved and see what happened, as that Team Member is under her department and see what we can do in the future to ensure that we do not fail another member in the same way The member should see the credit hit their account in the next 7-days.I am very sorry that we did not perform up to the world class expectations we have of ourselves and that we commit to our members Thank you for your help in bringing this complaint to my attention so that we could act quickly to remedy the error.Sincerely,Damon B***General Manager - Defined Fitness

Complaint: ***
I am rejecting this response because:The statement below by the business is correct, however, at the time I was an employee of Defined FitnessDuring orientation, I was instructed to immediately go to the gym and cancel my membership as it was free for employeesIf the membership fees were deducted, I was told they would be refundedAfter more than a week after orientation at the company HQ I was still not given any time frame of when employment would commence, was not able to contact management at the gym for more informationAfter to weeks I was contacted by the management stating they can get me in for employment at minimum wage for 1-days a week(during this entire process I was denied access to the gym as I did not have an active membership as it was Cancelled Feb 2) at this moment I advised the manager the job was not a fit more myself and resignedBased on Defined Fitness' response below, it states that I MUST cancel the 25th the month prior or will be billed for next months membership which is understandable, however, the fees were deducted and I was not given access to the gym for the month paidA company cannot accept payment for services not renderedThere have been several issues regarding this company and the payment practices
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Hello again,While we appreciate the fact that the member found a way to contact our Human Resources Department (which unfortunately has nothing to do with membership billing) it does not change the items previously outlined; we have signed membership agreement with terms, a signed cancellation with terms and no record of phone calls or emails from the member(I had our IT Manager scour our email servers for any sign of contact but unfortunately he came up with nothing)Had the member attempted to contact us first to resolve the issue we would have been happy to try and find a concession In going straight to a third party to attempt to leverage our A+ rating into an extorted refund we cannot at this time do more than was originally agreed to by both the member and Defined Fitness; cancel the membership as requested and outlined in the membership terms.Thank you again for you assistance in this matter.Best,Damon B***Vice President of OperationsDefined Fitness

Complaint: [redacted]
I am rejecting this response because I have emailed corporate multiple times including management and call with no response.  I even went to a location on Riverside myself and was told I could cancel before the end of the month.
Regards,
[redacted] [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]

Hello Revdex.com,Thank you for bringing this issue to our attention and allowing Defined Fitness the opportunity to attempt to meet this member's needs and resolve this complaint.  As you know Defined Fitness takes great pride in our member service as well as our Revdex.com rating and accreditation, and is...

constantly working to meet and exceed any reasonable expectations made of us by either the Revdex.com or our members.Defined Fitness spends a great deal of time, resources and energy in training our Team to handle account issues as well as to always work with the goal of a Superior Member Experience in mind.  Part of our long standing mission over the last 27 years has been providing a superior member experience every time.  In this case, based upon what the member has reported, it may be that we fell short of our goal.  Specifics of times, dates and Team Members involved, as well as responses from management who may have been contacted to address the issues at the time, directly with the Team would help me resolve any issues that may still exist and therefore merit action.  Without the specifics it will be hard to investigate this issue appropriately as well as make a decision as to the refund of dues or the non refundable initial fee.Defined Fitness provides, via our website the email addresses of Executive and Management level leadership from the President of the Company on down, and would have happily addressed any of these concerns immediately if possible.I look forward to a bit more information so that I can expedite a resolution for this member.Sincerely,[redacted]Vice President of OperationsDefined Fitness(505)349-4444[redacted] [redacted]

Hello Revdex.com,Thank you very much for notifying us of this issue (Complaint ID# [redacted]).  We were in the process of researching the account in question and unfortunately the member got you involved before we could respond directly.  We have done so at this point (see below).  As you...

know Defined Fitness takes great pride in providing a superior customer experience as well as in our Revdex.com accreditation and A rating.  If there is anything further you or the complainant requires from us please feel free to let us know.  Best, Defined Fitness "Hello Mr. _______,Thank you for reaching out to us regarding the concerns you had with your account.  My name is Damon ______ and as Vice President of Operations I work very closely with Traci ____ to help resolve issues that are brought to our attention.I apologize that we were not able to help remedy this issue more quickly.  The cancellation of your membership was a two-step process.  While our records reflect that you submitted your membership cancellation request to us (although April not January), Defined Fitness was not responsible for contacting your financial institution or your employer with whom you had established the payment; only you could handle that part.While it appears that our Team has a different interpretation of our interaction and what you claim was our declaration that we would not accommodate you in any way, I am able to authorize an immediate refund for the $181.90 (5 months May-Sept x $36.38) or apply that credit amount to either yours or your wife’s account.  I can assure you that Defined Fitness had no intent to ‘pocket your money’.Please feel free to contact me directly to let me know if you have any questions and which option, account credit or check, you would prefer.Sincerely,  Damon _______, Vice President of Operations, Defined Fitness, [redacted], ###-###-####"Damon ________

Hello Revdex.com,Thank you for the opportunity to address this complaint.  As you know Defined Fitness prides itself on providing the highest possible level of member experience.  While we strive to avoid complaints of any type, we understand...

from time to time that they may arise and appreciate the Revdex.com helping us resolve them.  Our A+ rating and Revdex.com accreditation are also very important to us and we hope, show the efforts to which we will go to attempt to satisfy each and every member of our health club.In this instance, after speaking with DeeAnne, her direct supervisor (Lawrence C[redacted] - Group Exercise Manager), the Director of Operations as well as the Juan Tabo Club Operations Manager I can find no one who can corroborate this complaint.  Both DeeAnne and her co-worker Emilee G[redacted] are current top performing supervisors  or former supervisors (in the case of Ms. G[redacted]) in the department and have both been through leadership training and the highest level of customer service training we provide.  Both state emphatically that nothing of this nature occurred.  These Team members and the Defined Fitness Team as a whole work diligently day after day to represent Defined Fitness in the best possible light and to provide a fun, fulfilling experience for all of our members.Unfortunately this member / former employee has been involved in other instances where unsubstantiated complaints were made against members of the Defined Fitness Leadership Team or Team Members.  In this case club level leadership states that what Mr. [redacted] alleges started with DeeAnne treating him poorly (which as I stated we absolutely refute) actually started with a membership account issue where funds were due by Mr. [redacted].  That interaction was between the Juan Tabo Club Operations Manager (Aaron L[redacted]) and revolved almost solely around Mr. [redacted]'s account with only a brief mention of DeeAnne.I would be happy to personally meet with Mr. [redacted] to discuss his complaint.  And as I oversee the entire Group Exercise Department among my other duties here at Defined Fitness, I would be happy to address any issues that can be substantiated by Mr. [redacted].If Mr. [redacted] would not like to meet, I believe that it may be worth his while to consider seeking another health club that might better meet his needs and one which he holds in higher regard than he does Defined Fitness.  Of course if there are any funds due to Mr. [redacted] should he decide to discontinue his membership with us we will be happy to refund them.Sincerely,Damon B[redacted]Vice President of OperationsDefined Fitness[redacted] / [redacted]###-###-####

Hello Revdex.com,Thank you for contacting us on behalf of this member.  We appreciate the chance to respond to any issues that may arise in our effort to provide the support, inspiration and empowering experience we strive for.  While we regret that our valued members may ever have a complaint,...

we do appreciate the chance to evaluate the issue and look for opportunities to improve.Our membership agreement and website clearly state (see below) that notice of cancellation is due by the 25th of the month prior to the member wishing to cease coming.  This gives us the time we need to remove recurring drafts and update the membership status by the 1st of the following month.  As a side note that amount of flexibility and relatively short window of notice is virtually unheard of in our industry.Membership Agreement:I, Payer, further understand that this Checking/Savings Automatic Withdrawal or Electronic Funds Transfer Authorization (“Authorization”) will remain in effect until I notify Defined Fitness in writing, that I wish to terminate the Authorization or to make a change in my Account information. I understand that it is my sole and absolute responsibility to instruct Defined Fitness to cease automatically charging my Account or to notify them regarding a change in my Account information. Further, I understand that should I notify Defined Fitness to cease charging my Account or regarding a change in my Account information, said notice must be given before the 25th day of the month prior to the month when I want the change implemented (“Effective Date”). Moreover, I understand I have no right to a reimbursement of funds withdrawn by Defined Fitness if I notify Defined Fitness of the change in my Account information or to cease charging my Account after the Effective Date and Defined Fitness shall have no obligation to reimburse me for my failure to timely instruct Defined Fitness to cease automatically charging my Account.Website:It is the responsibility of the member to advise Defined Fitness of any changes in your account information. You may receive notices and calls concerning payment should your card company and/or bank decline my payment. If payment is declined by your card company and/or bank, you are still fully and completely liable and responsible for any outstanding monthly membership dues and/or charges to your membership account. The Checking/Savings Automatic Withdrawal or Electronic Funds Transfer Authorization (“Authorization”) will remain in effect until you notify Defined Fitness in writing, that you wish to terminate the Authorization or to make a change to your account information. It is the sole and absolute responsibility of the member to instruct Defined Fitness to cease automatically charging your account or to notify Defined Fitness regarding a change in my account information. Should you notify Defined Fitness to cease charging your Account or regarding a change in your account information, said notice must be given before the 25th day of the month prior to the month when you want the change implemented (“Effective Date”). You have no right to a reimbursement of funds withdrawn by Defined Fitness if you notify Defined Fitness of the change in your account information or to cease charging your account after the Effective Date and Defined Fitness shall have no obligation to reimburse you for your failure to timely instruct Defined Fitness to cease automatically charging your account. In the event your card company and/or bank declines your payment for any reason whatsoever including, but not limited to, non-sufficient funds, you will be charged a non-refundable $30.00 NSF fee as a result of the declined payment. Defined Fitness wishes to treat each member fairly and consistently and in this case in fairness to each member that has cancelled in a timely manner as the policy outlines we will not be issuing a refund to the member who submitted this complaint. Thank you again for your assistance in this matter. Damon B[redacted]General ManagerDefined Fitness

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