Defined Fitness Hilltop Club

Big shout out to both Mariah & Kenny for their outstanding Customer Service! I appreciated their professionalism regarding a recent concern. Bravo to you both for thinking outside the box! The RR DF club should be proud of the work you two do!

Refuses to cancel my month to month contract. Even though I have requested to cancel it by phone, email, mail and by going in person.

Not trying to ruin the ratings but can you guys please please please use one of the 7 TVs to display something other than sports? Sincerely all the woman in the cardio section.

It's still loud and I have to have my earplugs on the highest level. Upbeat music is fine but not everyone that comes in here listens to the music that's played. Plus, as I said before, most members listen to their own music, or stories. Because the music is obnoxious so it's probably for the employees more than the members. Lower the damn music or put decent music. Put classic rock. That's usually liked by the majority of people even younger . It wasn't this loud before. I never complained about before just recently. Ill be looking at other gyms and will direct people looking to go elsewhere.

One star is too high. I have been trying to cancel my membership since July 2024. My husband and I were moving out of state and needed to cancel. We were told to come back in August to avoid an early cancellation fee.We returned on my anniversary date and was told at the front desk he could not cancel my membership during the billing period and was instructed to come back in September. I explained again that I was moving out of state.I was given an email address to send my cancellation in September. The email address was bogus.Twice, I used the Defined Fitness Hilltop contact website directed to the General Manager that I need to cancel our membership and that I was disputing the monthly charges on my credit card. Still no response from Defined Fitness Hilltop.Today I received an email from abcf.enoticesystems.com about my payment. Customer services checked our communication with the Hilltop location and found no comments that we requested to cancel our membership. She advised me that per company policy to work with the Hilltop facility directly.I told customer service that I didn't not want this dispute reflected on my credit report, but she only said the my account was still active and no request to cancel our membership was documented and we had an outstanding payment due.I called the Hilltop location and was on hold until the system disconnected. THIS IS UNACCEPTABLE BUSINESS PRACTICE. UNBELIEVABLE!!! AVOID THE TROUBLE AND FIND ANOTHER PLACE. !!!!!!!!

I am speaking from the point of view as a customer & customer service employee. Without your customers you have no business.I have been a Define fitness member for many years. I Have always been greeted when I walk in. At this location in Rio Rancho there usually 3-4 employees up front. They are more concerned about talking to each other than greeting the members walking or out. Very disappointing to what this generation thinks customer service is:( I only go here for swimming. I keep my membership at Elite Physic in the same shopping center. Where the know my name & acknowledge me when walk in & walk out! If it where my business I would want to know

This gym is the best in town!!Team members are all very friendly and attentiveImmaculate clean, team always cleaning and making sure place is spotless(thanks)I would like to have more instructor choices in morning prime time since the one at 9:00am is the same all week in both land and water. Maybe different formats also?

Love the new gym! Staff is friendly, Mariah the Manager was extremely helpful. A must see.

Very nice facility! Gets overly busy at times, but still a good place to work out. Clean environment too

Who the heck does Defined Hilltop hire, anyway? The women's locker room is not safe. The latest thing that happened to me was the theft of my Audi key fob to the tune of over 1000.00 to replace. It was an inside job. I was the only customer in the women's locker (on 9/15/2023 at 1:10 PM) room when for a few seconds my eyes were distracted, and I turned around and my key was gone from the bench. How it occurred: the cleaning woman was mopping the floor and I was sitting on a bench. I did not move or say anything to her. Next thing I knew, my fob was missing from the bench. When asked if she saw my key, she diverted her eyes and turned away from me. I will make a police report because of the expense. This shady cleaning woman should not be working in a private club dressing room. The only possible reason that I can think of for her taking my fob was that I did not move while she was mopping the floor around me. She and I were the only people in the room at the time. Be careful in that space!