Defined Fitness Sandia Club

Was told by rep that in order to avoid a 180 cancelation fee we would need to wait until 4/01/2023. Was told when we came in that we should have come in the 25th so we will be charged another month which the first rep did not mention. Horrible customer service. Don't like being lied to just to make some more money out of us 😒 …

Was told by employee that in order to cancel our account we had to wait until April 1 in order to avoid $180 cancellation fee. Came in March 31 to end my program and was told that we would still be charged for the following month because the cycle ends on the 25th which the rep I talked to initially did not mention that and said we had to wait until the first or we would be charged $180. Period horrible customer service another way to make $80 for no reason.

For the past year the gym has been in disrepair. Equipment breakdowns are frequent and they are slow to repair them. The operations manager doesn't bother to clean or maintain existing equipment. She merely walks around pointing at things. Cleaning is sporadic and poorly done. There are cobwebs everywhere. They took two days to paint the locker rooms, but did not clean them. They left a series of lockers that have been warped and destroyed by a roof leak over a year ago in place. It looks terrible. None of the other defined fitness gyms have these problems.

I have been going to defined for years and have never been met with the disrespect I was met with today by management until this morning. I left a personal rope I used for press downs yesterday and returned today to see if I could find it. I asked the first girl who scanned my code if someone returned the specified item and if it's in their lost in found. She checked it and it was not there so I went and looked at the places I had it last to see if I could find it. I was not able to find it. I returned to the desk and asked the female manager if she could check again, she goes to a different bin full of items, only moves two and tells me it's no there. I then proceed to ask if she knows who closed the gym floor last night because maybe they might have seen it. Our conversation:Me: "Do you know who closed the gym floor last night?"Manager(with attitude): "I do. There were two of them"Me: "Do you know their names?"Manger (again with attitude): "I do know their names. The employees who close the floor bring items that don't belong to defined to the lost and found so if it's not in the lost in found then someone probably took it." (like I said, I've been going here for years and know people who work there that steal."Me: "I don't understand why you don't want to give me their names? Can I have their names?"Manger (still with attitude): "Noah."Me: "Ok and the other one?"Manager: "Derrick."At that point I had to leave. The unwillingness of her wanting to help a loyal customer and the attitude and lack of respect I was shown just for trying to find something I lost was disgusting. I don't know what it is with the high turnover this defined has, because there have been some really good managers, but she would not be missed should it come time for defined to make some adjustments.

The gym itself is good. Plenty of room even during the crowded times. My gripe is more about parking lot security and safety. Other gyms have started to provide security with security officers and patrols. I've seen many times that vehicles have been broken into in the parking lot at the Sandia location (mine included).

I see that an "owner" responds to these reviews so maybe I can get some help by leaving a review. My husband and I have always loved this gym however in December 2022 we needed to freeze our account. I paid for the 6 month freeze to each of our accounts. Since then, our cards have been charged every single month, including a higher rate for January with 'new year fees'. I have personally walked in to the Juan Tabo location at least a dozen times to try to get some help with this. We've been told multiple times that the request has been sent to billing. Since the beginning of January I have been begging for help with getting these unauthorized charged refunded only to be given the run around and charged over and over again. As of now we've been refunded $75.40 and are still owed $204.67. It is ABSOLUTLEY INSANE that no one within this company cares to help with what is a very simple billing issue. I have called the corporate office on Eubank multiple times, no one answers any of these extensions. I have left voice messages, I have emailed corporate. NEVER a response. If you need to freeze your account, DON'T DO IT, JUST CANCEL, THEY WILL CHARGE YOU ANYWAY.Owner: PLEASE CONTACT ME

Julian the gentleman that works early in the morning has amazing customer service skills. Went out his way to help me when he didn't need to. I am diabetic and like to get my morning workout in and forgot to make sure my sugars wee good enough to go to the gym for a work out but I was low. He offered me something from his personal lunch pale that allowed me to be able to work out thie morning. Thank you so much I owe you big time.

Best defined by far! So much equipment packed into a huge gym. I drive all the way across town for this gym.

Nice and clean. I haven't got into the groove yet to see if there's a wait for any of the machines. I'll up date in a week or so.

I've been a member for over 30 years! The environment is great, with positive, energetic members and staff. It offers a variety of classes and equipment to help me reach my fitness goals. I also like the challenges.Using their app for monthly challenges has been motivating to stick to my plans for exercising regularly.