TruFit Athletic Clubs - Ridge Rd — Attraction in McAllen

If I could give this facility 0 stars I would. They lack proper customer service and fail to address their clients the proper information. Not sure if this is due to poor training or they just down right do not care as long as you're locked into your contract. My mother and I are both members and we invited my sister with a guest pass to the gym. Upon arriving to the place we get told she cannot use the facilities because she had to be 18 years old. Their guest pass says, "18 years or 12 years with parent." My mother (also a member) was next to me and I informed the staff at the desk that she was the mother. Even then they did not let my sister go in because she was not 18. So why on earth do their passes say "12 years with parent" if they will not be honoring that. As we were leaving the facility, the rep at the front desks tells my mother that my sister can go next time as long as she takes the birth certificate and they can verify through ID that she is her legal guardian/mother and that my sister can go as a guest any day of the week. Fast forward to a few weeks later, I call just to verify that this is the case because we didn't want the same thing to happen again and she had to wait by the door as we finished our workout. The staff then tells me she cannot be a guest because she is not 18 and that guests are only allowed Friday-Sunday. Oh, but get this, she also told me that if she was a member, meaning a paying member, then she would be able to use the facilities. So I can pay for her to go, but I cannot take her as a guest for a day or two? Goes to show the company's preference to profit extra rather than meet a customers need/want. My main issue aside from the fact that it's a bit ridiculous that a Platinum member cannot take a guest any day they want, is the misinformation that you receive. A customer should not have to feel the need to ask the same question multiple times because they want to make sure they got the right answer. The correct information should be provide the first time around. I work customer service and I know how important it is to effectively communicate with your customers.

Also, despite there being a cleaning crew, the place smells and you find plenty machines that need fixing as well. The water machine which has indicates when a filter needs changing, will last for days with a "red" light before it is changed. I mean, c'mon! I used to enjoy this place years back, but now I am eagerly waiting for my...

Read the reviews. It's no mistake mostly everyone gives this place 1 star rating.

Two words: CUSTOMER SERVICE.

This place does not understand that the customer is King. The customer is always right. The customer is everything to this type of business, a gym.

Catelina "Kat" Jimenez is the culprit of horrible customer service, and oddly enough she is the general manager of the gym. In any other gym or customer service industry, someone like Kat would not be in any managerial position. Zero customer service skills she has. It's not a coincidence, but a very common pattern that customer service is below adequate at Tru Fit on Ridge.

It's a shame the customer service it horrible, because the facility itself is actually a nice and spacious gym.

Whoever Frank B is, on all the reviews I have read, going back years, all his responses Frank says he will consider the reviews compliant and address it with his staff. Apparently the main issue of poor customer service has not been fully addressed, and I am now under the impression that it's possible Frank B and Cat might have a relationship that is affecting them to address Cat's lack of customer service skills as the GM.

This leadership team at Tru Fit on Ridge needs to be replaced ASAP, and then eventually good customer service might be implemented. Until then, the customer will be second class at...

If I could give 0 stars as well...I would. This is the worst gym ever !! And Mr. Manager Frank it is true what Yadira said about the rude customer service and the manager putting pictures of her. Catalina was a torment bully in this facility she refused to let me in because of a fee I had already agreed with billing, she called the cops on me. The cops themselves were very upset they could not help me andgave me advice to go to Corp. And information for a better gym!!! She also denied entranced to my sister because her pass was not printed when it had a sku and very clear instructions of it being able to use at the location. I am now trying to get a membership and turns out i cannot because TRUFIT DECIDED ON THEIR OWN TO KEEP BILLING AFTER MY YEAR CONTRACT IS OVER AND EXPECT ME TO PAY A 70 SOME DOLLAR AMOUNT WHICH I DID NOT USE. THEY HAVE NO EMPATHY AND ARE DISGUSTINGLY RUDE, THEY DO NOT CARE ABOUT THEIR CUSTOMERS. HOWWW CAN YOU KEEP A CONTRACT WITHOUT THE CONSENT OF OTHER PARTY? WHAT IS WRONG WITH YOU? DENYING THE ABILITY TO RENEW OVER A SUMMARY WE DID NOT SIGN UP FOR. I WILL MAKE IT MY SOLE MISSION TO place this review everywhere I can and as many times as í can .TRUFIT Is a BULLY OF A GYM AND I'M TIRED WE CAN NOT DO ANYTHING ABOUT IT!!And I have been a platinum customer for more...