Member Bulletin Board
Your feedback is appreciated...
| We would like to thank our members and guests for providing us with their feedback. We will address comments that are mentioned on multiple occasions in our weekly Bulletin Board issue. |
| Comment: | Why does the Group Exercise class schedule change each month and why can't you provide more Body Pump classes? |
| Response: | We date our Group Exercise class schedules by the month so that we can track and trend our classes and programming options. Many times a variation such as the name of instructor leading the class is the only change that may occur from one month to the next. We carefully evaluate and consider a number of factors such as member feedback, member interest, instructor availability, class format and schedule availability before deciding to add or remove classes on our Group Exercise Class Schedule. As you may be aware, Defined Fitness is limited by the size of our studios, studio availability and instructor availability when decisions are made to modify Group Exercise class programming. In order to provide all members and guests with additional cutting-edge Group Exercise programming, it may be necessary to make adjustments to our current Group Exercise class schedule. Defined Fitness will continue to evaluate the situation and are open to making changes when applicable or necessary. We value your membership to Defined Fitness and I appreciate your patience as well as your feedback. Please contact Lawrence Chavez, Group Exercise Manager at lchavez@defined.com for comments or concerns. |
| Comment: | It is frustrating when equipment is out of order when I come in to workout. |
| Response: | Defined Fitness is committed to providing every member and guest a Five-Star customer service experience on every visit. We understand it can be frustrating when a member or guest arrives at the club to find a piece of equipment under repair. Our strength training and cardiovascular equipment is checked daily for proper functioning and safety. Occasionally, we are unable to anticipate a piece of equipment malfunctioning. Depending on the circumstances and severity, we evaluate the issue we may be having with a piece of equipment to determine the how to repair the issue in a timely manner. In many cases, parts must be ordered for equipment. We always request an overnight delivery for a part; however, many times a part may be on back order for several weeks. We apologize for the inconvenience and appreciate your patience. Your safety is our priority. Please contact Daren Parks, Vice President, Athletic Programming at dparks@defined.com for comments or concerns. |
| Comment: | I am concerned about the cleanliness of the toys in the kid’s corner- especially with flu season around the corner. How often are the toys cleaned? |
| Response: | Your children’s health and safety is our first priority when they spend time in our Kids’ Club. Kids’ Club facility attendants perform a thorough daily cleaning of all toys, all surfaces and the room. In addition to the daily cleaning, each facility performs additional detailed cleaning on a weekly basis; to ensure that every toy, carpet and surface is clean and germ free! We also provide hand sanitizer for the children (and parents) at every facility. Defined Fitness is committed to providing your child with a safe, fun and clean environment. If you have a question about a specific facility, please contact the management team of that facility. The contact information for the Defined Fitness management team is located on our website; www.definedfitness.com |
| Comment: | We need more towels in Farmington! |
| Response: | The Farmington Defined Fitness location recently had a clothes dryer stop working. The team immediately took towels to a Laundromat but was unable to keep up with demand until a new dryer was delivered a few days later. The team is happy to announce that the problem is fixed and should not happen again. If you have further questions or concerns about this issue, please contact James Malcom, Manager at James@defined.com |
| Comment: | Why is the music so loud when I work out? |
| Response: | Defined Fitness has been experiencing difficulty with our audio systems. The issues have been resolved and we should not experience any more fluctuations in the volume of the music in our clubs. All clubs maintain the same music volume and selection to ensure that the music playing during your workout is pleasant and appropriate. |
| Comment: | The Juan Tabo pool sometimes has a strong chlorine smell — too strong. |
| Response: | In order to maintain the newest water standards set forth by New Mexico Environmental Department of Health, we must keep our disinfectant at a higher level and this can result in a residual chlorine smell. In addition, the pool chemistry periodically needs to be "shocked" to maintain these standards, and this can also result in a residual chlorine smell. We are working on a solution and researching alternate ventilation systems, as well as fine-tuning our dehumidifier. We expect to have this issue resolved soon, and appreciate your patience. Please contact Damon Bader, Manager at Damon@defined.com for additional comments or concerns. |
| Comment: | Will you please unlock the studios so that we can all use the equipment in the studios even when class is not in sessions? |
| Response: | Defined Fitness needs to ensure that members and guests have access to the equipment when participating in classes held in our studios. We were receiving numerous complaints from members that equipment was being removed from the studios and not being returned to the studios to be utilized by class participants. This creates an extremely frustrating and dangerous situation for class participants to have to constantly enter and re-enter class in order to search for equipment on the club floor that was not put back in its proper place. In addition, instructors and class participants have encountered broken equipment upon their arrival for class. Securing the studios while classes are not in sessions will enable us to better track equipment usage so that it is in proper working condition. Thank you for your cooperation and understanding. |
| Comment: | Bring back the floor fans in the studios. |
| Response: | Defined Fitness recently made the decision to replace the floor fans with ceiling fans in all of our group exercise and cycling studios for the following reasons:
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| Comment: | Will you please label the weights so that they will stay more organized? It is very frustrating to have weights all over the racks. |
| Response: | We are aware that this is an issue for our members, and are in the processing of acquiring a product to label all weights and weight racks. We appreciate your patience as we complete this project. |
| Comment: | The pool feels cooler than normal. It is too cold. |
| Response: | We keep the pool temperature between 82 and 84 degrees. The difference is caused by the maintenance that we perform on the pools. In order to maintain the proper chemical balance, we must periodically backwash the pools. This entails adding fresh water, which can temporarily lower the temperature. If it feels much cooler than normal, please notify the front desk and we will check all of our systems to ensure that everything is working properly. |
| Comment: | My two year old loves the Kids Corner, but my eight year old is sometimes bored. Are there any other options for her? |
| Response: | Your eight year old will love the fit kids classes that are held every Saturday at all five locations. These group fitness classes are made for her age group and guaranteed fun is had by all! These classes are free to members' children. We have additional programming options at our Juan Tabo location for kids of all ages. Unfortunately because of space limitations, we can only offer these programs at Juan Tabo. Please join us at Juan Tabo for XRKade, swim lessons (now also offered at Farmington!) and kids day camp. These programs are offered at an additional charge, and again only at our newly remodeled Juan Tabo location. |
